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.

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 Mozambique’s 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

11. Identification Mission
October 2013
11

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

13. Identification mission
13

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

17. 17
URBAN AREA

18. COLLECTION IN
CONTAINERS
18

19. COLLECTION IN
HIGH CAPACITY
CONTAINERS
19

20. PERI-URBAN ZONE
20

21. DOOR TO DOOR COLLECTION
THROUGH “TCHOVAS”
21

22. DOMESTIC WASTE DUMPED IN HIGH
CAPACITY WASTE CONTAINERS
22

23. Identified Use Cases
23

24. THE CHALLENGE OF
MUNICIPAL MARKETS
24

25. NEW AGGLOMERATES OF WASTE
25

26. WASTE OUTSIDE CONTAINER
26

27. BLOCKED RAIN DRAINS
27

28. NON-COLLECTION OF WASTE
CONTAINER FULL
CONTAINER MISSING
CONTAINER BURNING
28

29. Platform Architecture
29

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

34. 34 PUBLIC PRESENTATION

35. 35 CO-DESIGN SESSIONS

36. CHAMANCULO HACKATHON

37. Technical Platform
37

38. Platform Architecture
38

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

40. Notification of users
40

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

49. 49 WEB INTERFACE

50. Web Interface
• HTML5
• Bootstrap - Responsive - automatically adapts to
desktop, tablet or smartphone screens.
50

51. 51

52. 52
OPEN311 GEOREPORT V2

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

61. PILOT PREPARATION WORKSHOP

62. September 2014 - June 2015
Pilot Testing
62

63. Piloto: Partnership
World
Bank
Institutional
Livaningo Social Organizational
CMM
Technical
UX
63

64. Pilot Districts
KaMabukwana KaMaxakeni
64

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
João Figueira
jjnf@communities.pt
Social Partner
Livaningo
http://livaningo.wordpress.com
Communication and Participation
Orlando Matendjua
matendjua86@yahoo.com.br