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Citizen Monitoring for Waste Management Services in Maputo

J
Jean Barroca

Through a 2014 Innovation Grant the World Bank developed the beta-version of a software platform known as Ntxuva that provides visualizations and statistics from citizen provided information about urban services. Ntxuva will be piloted in early 2015. Reports tailored to stakeholder needs and preferences will be provided to municipal service managers and governing officials, to firms providing SWM services, and to citizens and civil society organizations. Scale-up and roll-out are planned for 2015-16. This presentation shows the current project status and the pilot plans for 2015.

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Participatory Monitoring Service - Pilot in Maputo Project Status and Activity Plan September 2014 - August 2015 1
Purpose The purpose of this document is to present the on going activities in Maputo developed in the context of the Participatory Monitoring System for Waste Management Services in Maputo. This project is being implemented by the World Bank with funds from DFID.
Urban Context Maputo, as Mozambiques capital and largest city, faces huge challenges from its continuous growth and the increasing demand for quality public services. In recent years the urban core has grown significantly in density and, even more rapidly, the migrating population has swelled peri-urban settlements with little basic public infrastructure and services. 3
Peri-Urban Area of Maputo Mainly self-constructed areas; High density with organic urban growth; Little public infrastructure and services; Major socio-economic and environmental implications; High risk sites: floods, public health. 4
Project Context The project builds up on previous well-succeeded collaborations with the Maputo Municipal Council in participatory governance such as the Maputo Participatory Budget. A Technological Platform will be implemented together with the Maputo Municipal Council to enhance quality of urban services through the involvement of citizens. In a first moment, the Platform will focus on the Waste Management System, specially in peri-urban areas. 5
Enhancing quality of public services Citizens demand for better public services. Maputo Municipal Council has been putting forward a considerable effort during last years to increase coverage of public services in peri-urban areas, with business models adapted to the specificities of the local context. Challenges in public service management include lack of information about the quality of public services and its coverage at peri-urban level. 6
Participatory Monitoring: Citizens as Sensors Citizens and CBOs are motivated to participate in the control of public services provision. Communication between Municipal authorities increases accountability about management of public services. ICTs, including cell phones and Internet, offer the capability of collecting, organising and providing detailed real-time information collected from citizens about urban services both to the Municipal authorities and to other citizens. 7
Benefits for the Municipal Council Enhanced dialogue with citizens, raising awareness of responsibilities in the Waste Management System will increase, lowering complaints against MMC; Maputo Municipal Council will be able to control at a better level the operation of the subcontracted companies, obtaining a better overview of the service offer with specific indicators; Tool for quick reaction and problem solving; Both Maputo Municipal Council and the subcontracted Waste Collection companies will benefit from the information collected by citizens, allowing them to have a better overview of the service operations (which can be measure through specific indicators) and lowering reaction times in case of service fails.
General Characteristics of the Project Social component as important as the technological one; Stakeholder engagement is considered a key success factor; Sense of ownership will be obtained through stakeholder engagement since the first co-creation moments and supported through the usage of prototypes and design thinking techniques; Products of the current phase will be: First beta version of the ICT Platform; Pilot implementation plan including social and technological components, which will be put into action in partnership with identified stakeholders. 9
Project History October 2013: Identification Mission 1st Semester of 2014: Innovation Fund: Service Delivery to the Poor 1st Beta Version of the Service Monitoring Platform 2nd Semester of 2014 - 1st Semester of 2015 Pilot activities in four neighbourhoods in Maputo
Identification Mission October 2013 11
October 2013: Identification Mission Identification of stakeholders and possible institutional arrangements; Identification of existing information source; Identification of use cases and usage scenarios for the participatory monitoring platform; Design the strategic guidelines for the technological platform. 12
Identification mission 13
Stakeholders Maputo Municipal Council Waste Collection Companies Waste Collection Micro Companies Universities NGOs Local National Environmental Other projects and international organisations
Possible Institutional Arrangements A" PSMS$operated$$by$an$NGO$ C" Ci7zens$ Promo7ng$ NGO$ PSMS$operated$$by$an$academic$ or$research$ins7tu7on$ PSMS$ Key$ Stakeholders$ Ci7zens$ Academic$or$ Research$ Ins7tu7on$ PSMS$ Maputo$$ Municipal$ Council$ Key$ Stakeholders$ B" PSMS$operated$$by$CMM$ Ci7zens$ PSMS$ Key$ Stakeholders$ Maputo $$$ Municipal$ Council$ D" PSMS$operated$$in$partnership$by$an$NGO$or$ by$an$academic$or$research$ins7tu7on$with$ special$access$rights$to$CMM$ Ci7zens$ NGO$or$ Academic/RDI$ PSMS$ Maputo$$ Municipal$ Council$ Key$ Stakeholders$
Existing Information Sources Dataset Data Owner Does the data exist? Is it in digital form? Is the data public? How often is it updated? Location of Waste Collection Points CMM + Secondary Collection Companies Yes. Yes. No. No apparent restrictions. At the moment, it is not updated. Requires ongoing management. Collected Container Weight CMM Yes Yes No. No apparent restrictions. Monthly Real time Location of Collection Vehicles Secondary Collection Companies Yes Yes No. Contractual restrictions may apply. Real time. Non-collected Containers CMM + Secondary Collection Companies No - No - Burning Containers CMM No - No - Citizen Complaints CMM No - No - Minutes from Stakeholder Meetings CMM Yes Yes, but not in a single system. No After each meeting. 16
17 URBAN AREA
COLLECTION IN CONTAINERS 18
COLLECTION IN HIGH CAPACITY CONTAINERS 19
PERI-URBAN ZONE 20
DOOR TO DOOR COLLECTION THROUGH TCHOVAS 21
DOMESTIC WASTE DUMPED IN HIGH CAPACITY WASTE CONTAINERS 22
Identified Use Cases 23
THE CHALLENGE OF MUNICIPAL MARKETS 24
NEW AGGLOMERATES OF WASTE 25
WASTE OUTSIDE CONTAINER 26
BLOCKED RAIN DRAINS 27
NON-COLLECTION OF WASTE CONTAINER FULL CONTAINER MISSING CONTAINER BURNING 28
Platform Architecture 29
General Characteristics of the Technical Platform Accepts requests from a vast variety of sources (voice, SMS, web, cell phone Apps) Not an unique solution, but rather a piece in a bigger puzzle that will fit in the urban ecosystem; Development based in Open Source solutions using Open Standards; Implemented and maintained by local companies. 30
Why Open Source? Cost-efficiency; High quality software maintained by active communities; Free access to source code; Usage of Standards to avoid vendor lock-in. 31
Innovation Challenge FY14: Service Delivery to the Poor 32
Activity Plan 2014 Jan Feb Mar Abr May Jun Preparation and Project Kick-off Co-Design and Specifications Prototyping Platform Development Presentation of Beta Version 33
34 PUBLIC PRESENTATION
35 CO-DESIGN SESSIONS
CHAMANCULO HACKATHON
Technical Platform 37
Platform Architecture 38
Platform Functionalities Possibility of reporting issues through: Web SMS Voice calls Smartphone applications Notification of stakeholders involved in the process to better achieve solutions to problems 39
Notification of users 40
Platform Functionalities Creation of directed inquiries to pre-determined target audiences through SMS for service quality monitoring Creation of reports building on the gathered data Open Data Platform fully compliant with the Open311 GeoReport V2 API Standard 41
Directed Questions Pergunta Answer Process Manager (CMM or NGO) Results asks question to a specific group of users Users respond to question through SMS Process Manager can check the survey results on the Platform 42 how it works Question
Citizen Reports (Crowdsourcing) 43 how it works Answer Results Citizen detects anomalies in the waste management system of his neighbourhood Through SMS, Voice call, Web or Smartphone App, the citizen reports the issue The issue is immediately published online. One the problem is solved or updated, the issue is updated and the citizen is notified. Detects
44
45 DRUPAL BASED SOLUTION
Drupal Distribution for Citizen Reporting: Mark-a-Spot Usage of a Drupal distribution specifically created for citizen reporting at a city level Developed in Germany and used in several cities around the globe Compliant with Open311: capability of integration with other solutions 46
Technical Characteristics Open source solution Active community of developers in Drupal and Mark-a-Spot The Platform will work as an Open Data repository 47
48
49 WEB INTERFACE
Web Interface HTML5 Bootstrap - Responsive - automatically adapts to desktop, tablet or smartphone screens. 50
51
52 OPEN311 GEOREPORT V2
53 COMPATIBLE WITH EXISTING OPEN SOURCE APPLICATIONS
Reports and Data Visualization Automatic reports are created and sent to specific stakeholders of the Waste Management System Examples: Micro-companies will receive monthly reports about their quality of service. Municipal Districts will receive monthly reports about the quality of service in their neighbourhoods. CMM will have different reports for different levels of hierarchy, spanning from citywide monthly reports for policy makers to daily and weekly reports for the monitoring team. 54
Brief History of Project Activities Technical Mission 1 - February 2014 Technical Mission 2 - May 2014 Technical Mission 3 - June 2014
Technical Mission 1 (February 2014): Community Engagement and Co-Design Public presentation of the project Co-design of services to be implemented in the platform Mapping of existing information Implementation of prototypes and testing with key users 56
March 2014 Specification of technical and functional requirements of the platform Selection of technological solution 57
Activities April - May 2014 Selection of development team Kick-off of the development of the platform Establishment of local partnerships 58
Technical Mission 2 (May 2014): Development Definition of user interfaces Validation of notification processes Validation of functionalities according to specifications of the platform with key users 59
Technical Mission 3 (June 2014): Partnerships and Pilot Planning June 10th and 11th: Workshop with local stakeholders to define pilot partnerships and workplan for pilot implementation Open Data and Open311 Workshop with local developers 60
PILOT PREPARATION WORKSHOP
September 2014 - June 2015 Pilot Testing 62
Piloto: Partnership World Bank Institutional Livaningo Social Organizational CMM Technical UX 63
Pilot Districts KaMabukwana KaMaxakeni 64
Activity Plan: Social Activities 2014 2015 Set Out Nov Dez Jan Fev Mar Abr Mai Jun Preparation Diagnostic Technical Preparation Soft launch Pilot Implementation Evaluation Plan Scalability 65
Diagnostic Neighborhood Social Mapping Communication Needs Assessment Communication Planning and Design 66
Technical Preparation Train Local Partners Participatory Mapping of SWM in the Neighbourhoods Preparation of Communication Supports 67
Soft Launch Launch Workshop with Local Partners Full time presence of promoters in bairros for 2 weeks Weekly District Meetings - Local Partners, CMM/ SWM Operators, ICT Team Monthly Project Team Coordination Meetings Preliminary balance and recommendations for pilot 68
Activity Plan: CMM Activities 2014 2015 Set Out Nov Dez Jan Fev Mar Abr Mai Jun Preparation of Processes Training Soft Launch of established Processes Pilot Activities CMM Supervisors Apps Evaluation 69
Preparation of Processes Mapping of information flow among members of the CMM Monitoring and Quality Department Assignment of responsibilities of interaction with the system Creation of quick reference guides to create awareness on how to proceed when a citizen report arrives to the Department 70
Activity Plan: Technical Activities 2014 2015 Set Out Nov Dez Jan Fev Mar Abr Mai Jun Preparation Initial Setup of the Platform Training / Tests / Debugging Launch User Support Evaluation Plan Scalability 71
Platform Setup Activity Duration Deploy service identity (label, slogan and logo) in the online platform 1 week Setup and integration with SMS max 2 weeks Setup of notifications 1 week Upload of community mapping data 1 week Setup of Surveys according to data from social part 1 week Online launch 2 days 72
CONNECTION WITH LOCAL DEVELOPERS
Activity Plan: App Competition 2014 2015 Set Out Nov Dez Jan Fev Preparation - Stakeholder activation Communication Plan Communication Campaign App Workshop Hack at home / Online forum support and weekly meetings 1st Selection Final Prize 74
App Competition: main principles Result oriented: only fully working applications can be awarded Developers will create a solution for a real need During the event, interviews and discussions with client (CMM WMS Supervisors) will be arranged to promote a real client-solution provider interaction between the participants and CMM Target audience will be developers with skills to develop an Android application The App Workshop will have a strong training component in technical and non-technical skills: Technical: Open311 API usage Non-Technical: Business Model Canvas, Design Thinking 75
Thank you. 76 Project Manager Uri Raich uraich@worldbank.org Project Coordinator A Louis Helling alhelling@earthlink.net Technical Coordinator Jean Barroca jbarroca@worldbank.org Technical Partner UX http://www.ux.co.mz Drupal Expert Jo達o Figueira jjnf@communities.pt Social Partner Livaningo http://livaningo.wordpress.com Communication and Participation Orlando Matendjua matendjua86@yahoo.com.br

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Citizen Monitoring for Waste Management Services in Maputo

  • 1. Participatory Monitoring Service - Pilot in Maputo Project Status and Activity Plan September 2014 - August 2015 1
  • 2. Purpose The purpose of this document is to present the on going activities in Maputo developed in the context of the Participatory Monitoring System for Waste Management Services in Maputo. This project is being implemented by the World Bank with funds from DFID.
  • 3. Urban Context Maputo, as Mozambiques capital and largest city, faces huge challenges from its continuous growth and the increasing demand for quality public services. In recent years the urban core has grown significantly in density and, even more rapidly, the migrating population has swelled peri-urban settlements with little basic public infrastructure and services. 3
  • 4. Peri-Urban Area of Maputo Mainly self-constructed areas; High density with organic urban growth; Little public infrastructure and services; Major socio-economic and environmental implications; High risk sites: floods, public health. 4
  • 5. Project Context The project builds up on previous well-succeeded collaborations with the Maputo Municipal Council in participatory governance such as the Maputo Participatory Budget. A Technological Platform will be implemented together with the Maputo Municipal Council to enhance quality of urban services through the involvement of citizens. In a first moment, the Platform will focus on the Waste Management System, specially in peri-urban areas. 5
  • 6. Enhancing quality of public services Citizens demand for better public services. Maputo Municipal Council has been putting forward a considerable effort during last years to increase coverage of public services in peri-urban areas, with business models adapted to the specificities of the local context. Challenges in public service management include lack of information about the quality of public services and its coverage at peri-urban level. 6
  • 7. Participatory Monitoring: Citizens as Sensors Citizens and CBOs are motivated to participate in the control of public services provision. Communication between Municipal authorities increases accountability about management of public services. ICTs, including cell phones and Internet, offer the capability of collecting, organising and providing detailed real-time information collected from citizens about urban services both to the Municipal authorities and to other citizens. 7
  • 8. Benefits for the Municipal Council Enhanced dialogue with citizens, raising awareness of responsibilities in the Waste Management System will increase, lowering complaints against MMC; Maputo Municipal Council will be able to control at a better level the operation of the subcontracted companies, obtaining a better overview of the service offer with specific indicators; Tool for quick reaction and problem solving; Both Maputo Municipal Council and the subcontracted Waste Collection companies will benefit from the information collected by citizens, allowing them to have a better overview of the service operations (which can be measure through specific indicators) and lowering reaction times in case of service fails.
  • 9. General Characteristics of the Project Social component as important as the technological one; Stakeholder engagement is considered a key success factor; Sense of ownership will be obtained through stakeholder engagement since the first co-creation moments and supported through the usage of prototypes and design thinking techniques; Products of the current phase will be: First beta version of the ICT Platform; Pilot implementation plan including social and technological components, which will be put into action in partnership with identified stakeholders. 9
  • 10. Project History October 2013: Identification Mission 1st Semester of 2014: Innovation Fund: Service Delivery to the Poor 1st Beta Version of the Service Monitoring Platform 2nd Semester of 2014 - 1st Semester of 2015 Pilot activities in four neighbourhoods in Maputo
  • 12. October 2013: Identification Mission Identification of stakeholders and possible institutional arrangements; Identification of existing information source; Identification of use cases and usage scenarios for the participatory monitoring platform; Design the strategic guidelines for the technological platform. 12
  • 14. Stakeholders Maputo Municipal Council Waste Collection Companies Waste Collection Micro Companies Universities NGOs Local National Environmental Other projects and international organisations
  • 15. Possible Institutional Arrangements A" PSMS$operated$$by$an$NGO$ C" Ci7zens$ Promo7ng$ NGO$ PSMS$operated$$by$an$academic$ or$research$ins7tu7on$ PSMS$ Key$ Stakeholders$ Ci7zens$ Academic$or$ Research$ Ins7tu7on$ PSMS$ Maputo$$ Municipal$ Council$ Key$ Stakeholders$ B" PSMS$operated$$by$CMM$ Ci7zens$ PSMS$ Key$ Stakeholders$ Maputo $$$ Municipal$ Council$ D" PSMS$operated$$in$partnership$by$an$NGO$or$ by$an$academic$or$research$ins7tu7on$with$ special$access$rights$to$CMM$ Ci7zens$ NGO$or$ Academic/RDI$ PSMS$ Maputo$$ Municipal$ Council$ Key$ Stakeholders$
  • 16. Existing Information Sources Dataset Data Owner Does the data exist? Is it in digital form? Is the data public? How often is it updated? Location of Waste Collection Points CMM + Secondary Collection Companies Yes. Yes. No. No apparent restrictions. At the moment, it is not updated. Requires ongoing management. Collected Container Weight CMM Yes Yes No. No apparent restrictions. Monthly Real time Location of Collection Vehicles Secondary Collection Companies Yes Yes No. Contractual restrictions may apply. Real time. Non-collected Containers CMM + Secondary Collection Companies No - No - Burning Containers CMM No - No - Citizen Complaints CMM No - No - Minutes from Stakeholder Meetings CMM Yes Yes, but not in a single system. No After each meeting. 16
  • 19. COLLECTION IN HIGH CAPACITY CONTAINERS 19
  • 21. DOOR TO DOOR COLLECTION THROUGH TCHOVAS 21
  • 22. DOMESTIC WASTE DUMPED IN HIGH CAPACITY WASTE CONTAINERS 22
  • 24. THE CHALLENGE OF MUNICIPAL MARKETS 24
  • 28. NON-COLLECTION OF WASTE CONTAINER FULL CONTAINER MISSING CONTAINER BURNING 28
  • 30. General Characteristics of the Technical Platform Accepts requests from a vast variety of sources (voice, SMS, web, cell phone Apps) Not an unique solution, but rather a piece in a bigger puzzle that will fit in the urban ecosystem; Development based in Open Source solutions using Open Standards; Implemented and maintained by local companies. 30
  • 31. Why Open Source? Cost-efficiency; High quality software maintained by active communities; Free access to source code; Usage of Standards to avoid vendor lock-in. 31
  • 32. Innovation Challenge FY14: Service Delivery to the Poor 32
  • 33. Activity Plan 2014 Jan Feb Mar Abr May Jun Preparation and Project Kick-off Co-Design and Specifications Prototyping Platform Development Presentation of Beta Version 33
  • 39. Platform Functionalities Possibility of reporting issues through: Web SMS Voice calls Smartphone applications Notification of stakeholders involved in the process to better achieve solutions to problems 39
  • 41. Platform Functionalities Creation of directed inquiries to pre-determined target audiences through SMS for service quality monitoring Creation of reports building on the gathered data Open Data Platform fully compliant with the Open311 GeoReport V2 API Standard 41
  • 42. Directed Questions Pergunta Answer Process Manager (CMM or NGO) Results asks question to a specific group of users Users respond to question through SMS Process Manager can check the survey results on the Platform 42 how it works Question
  • 43. Citizen Reports (Crowdsourcing) 43 how it works Answer Results Citizen detects anomalies in the waste management system of his neighbourhood Through SMS, Voice call, Web or Smartphone App, the citizen reports the issue The issue is immediately published online. One the problem is solved or updated, the issue is updated and the citizen is notified. Detects
  • 44. 44
  • 45. 45 DRUPAL BASED SOLUTION
  • 46. Drupal Distribution for Citizen Reporting: Mark-a-Spot Usage of a Drupal distribution specifically created for citizen reporting at a city level Developed in Germany and used in several cities around the globe Compliant with Open311: capability of integration with other solutions 46
  • 47. Technical Characteristics Open source solution Active community of developers in Drupal and Mark-a-Spot The Platform will work as an Open Data repository 47
  • 48. 48
  • 50. Web Interface HTML5 Bootstrap - Responsive - automatically adapts to desktop, tablet or smartphone screens. 50
  • 51. 51
  • 53. 53 COMPATIBLE WITH EXISTING OPEN SOURCE APPLICATIONS
  • 54. Reports and Data Visualization Automatic reports are created and sent to specific stakeholders of the Waste Management System Examples: Micro-companies will receive monthly reports about their quality of service. Municipal Districts will receive monthly reports about the quality of service in their neighbourhoods. CMM will have different reports for different levels of hierarchy, spanning from citywide monthly reports for policy makers to daily and weekly reports for the monitoring team. 54
  • 55. Brief History of Project Activities Technical Mission 1 - February 2014 Technical Mission 2 - May 2014 Technical Mission 3 - June 2014
  • 56. Technical Mission 1 (February 2014): Community Engagement and Co-Design Public presentation of the project Co-design of services to be implemented in the platform Mapping of existing information Implementation of prototypes and testing with key users 56
  • 57. March 2014 Specification of technical and functional requirements of the platform Selection of technological solution 57
  • 58. Activities April - May 2014 Selection of development team Kick-off of the development of the platform Establishment of local partnerships 58
  • 59. Technical Mission 2 (May 2014): Development Definition of user interfaces Validation of notification processes Validation of functionalities according to specifications of the platform with key users 59
  • 60. Technical Mission 3 (June 2014): Partnerships and Pilot Planning June 10th and 11th: Workshop with local stakeholders to define pilot partnerships and workplan for pilot implementation Open Data and Open311 Workshop with local developers 60
  • 62. September 2014 - June 2015 Pilot Testing 62
  • 63. Piloto: Partnership World Bank Institutional Livaningo Social Organizational CMM Technical UX 63
  • 65. Activity Plan: Social Activities 2014 2015 Set Out Nov Dez Jan Fev Mar Abr Mai Jun Preparation Diagnostic Technical Preparation Soft launch Pilot Implementation Evaluation Plan Scalability 65
  • 66. Diagnostic Neighborhood Social Mapping Communication Needs Assessment Communication Planning and Design 66
  • 67. Technical Preparation Train Local Partners Participatory Mapping of SWM in the Neighbourhoods Preparation of Communication Supports 67
  • 68. Soft Launch Launch Workshop with Local Partners Full time presence of promoters in bairros for 2 weeks Weekly District Meetings - Local Partners, CMM/ SWM Operators, ICT Team Monthly Project Team Coordination Meetings Preliminary balance and recommendations for pilot 68
  • 69. Activity Plan: CMM Activities 2014 2015 Set Out Nov Dez Jan Fev Mar Abr Mai Jun Preparation of Processes Training Soft Launch of established Processes Pilot Activities CMM Supervisors Apps Evaluation 69
  • 70. Preparation of Processes Mapping of information flow among members of the CMM Monitoring and Quality Department Assignment of responsibilities of interaction with the system Creation of quick reference guides to create awareness on how to proceed when a citizen report arrives to the Department 70
  • 71. Activity Plan: Technical Activities 2014 2015 Set Out Nov Dez Jan Fev Mar Abr Mai Jun Preparation Initial Setup of the Platform Training / Tests / Debugging Launch User Support Evaluation Plan Scalability 71
  • 72. Platform Setup Activity Duration Deploy service identity (label, slogan and logo) in the online platform 1 week Setup and integration with SMS max 2 weeks Setup of notifications 1 week Upload of community mapping data 1 week Setup of Surveys according to data from social part 1 week Online launch 2 days 72
  • 73. CONNECTION WITH LOCAL DEVELOPERS
  • 74. Activity Plan: App Competition 2014 2015 Set Out Nov Dez Jan Fev Preparation - Stakeholder activation Communication Plan Communication Campaign App Workshop Hack at home / Online forum support and weekly meetings 1st Selection Final Prize 74
  • 75. App Competition: main principles Result oriented: only fully working applications can be awarded Developers will create a solution for a real need During the event, interviews and discussions with client (CMM WMS Supervisors) will be arranged to promote a real client-solution provider interaction between the participants and CMM Target audience will be developers with skills to develop an Android application The App Workshop will have a strong training component in technical and non-technical skills: Technical: Open311 API usage Non-Technical: Business Model Canvas, Design Thinking 75
  • 76. Thank you. 76 Project Manager Uri Raich uraich@worldbank.org Project Coordinator A Louis Helling alhelling@earthlink.net Technical Coordinator Jean Barroca jbarroca@worldbank.org Technical Partner UX http://www.ux.co.mz Drupal Expert Jo達o Figueira jjnf@communities.pt Social Partner Livaningo http://livaningo.wordpress.com Communication and Participation Orlando Matendjua matendjua86@yahoo.com.br