[kictanet] How Politics fails Public Sector Information System Projects.

[S.Murigi Muraya]

Dear All,

There is a software developer meet that Conrad facilitates for us 
Microsoft Partners and Professionals.

In the November meeting Conrad and others can shed more some light on 
how a system such as the one he described (in the e-mail below) can be done.

We will have another 2 or 3 software developers of Conrad's caliber in a 
panel discussing this kind of system .

When to build Information Systems from scratch (via the .Net framework) 
and why some Orgs choose to customize Microsoft (SharePoint and CRM) 
Servers instead.

The software developers (project managers) all have experience 
developing these kinds of systems for Local and Multi National 
Organizations.

We would appreciate if PS Ndemo can join us on the Saturday morning we 
meet in early November to help us understand how Politics fails Public 
Sector Information System Projects.

http://www.itpro.co.uk/616087/id-cards-and-the-worst-of-public-sector-it-failures

http://www.itpro.co.uk/110317/mps-told-nhs-it-programme-not-looking-good

Will announce location and date after we sync various speaker / 
contributor schedules.

Best Regards

SMM

PS. FOSS has been appreciated and awarded in Kenya - more so by others - 
so no flames please! Bring your questions to the meet instead.

Rad! wrote:
> Visiting the CCK site leaves few surprises. If you want to complain, 
> the consumer section (http://www.cck.go.ke/consumer_center/) takes you 
> to a link to file a complaint (http://www.cck.go.ke/consumer_center/). 
> This particular and typical implementation of e-government 
> unsurprisingly expects you to
>
>    1. Download the form (a PDF)
>    2. Fill it in (it is not even a PDF form. You'll have to fill it in
>       by hand/typerwiter)
>    3. Post it to CCK at your cost
>
> Presumably, someone at CCK will
>
>    1. Collect all these forms
>    2. Open and key them in somewhere (assuming there is a database of
>       sorts for this sort of thing)
>    3. Take action
>    4. Respond to the complainant upon resolution
>
> It is also not clear how to track the status of complaints while being 
> addressed
>
> In this era of real time cheque clearing, electronic payment and 
> broadband internet such a token attempt at customer service boggles 
> the mind.
>
> It is in everyone's best interests, including the CCK to completely 
> automate this procedure. This should be something done completely 
> online Users would then:
>
>    1. Browse to the complaint section
>    2. Enter their information (In my dream world one day all goverment
>       databases will be integrated so I can just provide my PIN)
>    3. Select from a list of providers (Currently I have to do extra
>       work to find out the provider's details)
>    4. Select from the type of complaints
>    5. Provide commentary and upload supporting documents
>    6. Be assigned a case number that they can use as a reference to
>       track status online
>    7. Be able to browse providers by complaints -- suitably
>       anonymized, perhaps just the complaint types and unsettled
>       issues and make informed decisions
>    8. Providers can even be granted logins to the portal or the data
>       can be sent to them via email or RSS for action
>    9. Be able to get some metrics (both from CCK as well as end user
>       perspectives) as to
>          1. How quickly providers close issues
>          2. Which providers are complained about the most
>          3. What are the most common complaints across providers
>          4. Which sector raises the most issues
>
>
>
>
> On Fri, Oct 9, 2009 at 11:46 AM, Solomon Mburu <solo.mburu at gmail.com 
> <mailto:solo.mburu at gmail.com>> wrote:
>
>     I also have the same query regarding the complaints. As we wait for
>     the regulations to be passed and be part of the existing laws, where
>     will the suffering subscribers really take their complaints?
>     If CCK could offer a clear 'ad hoc' place where such complaints could
>     be sent and acted upon, it would be grateful as there is nothing right
>     when people complain and there is no place to take a complaint.
>
>     Maybe Dr. Ndemo can shed some light on this.
>
>     My little thoughts
>
>
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