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Dear All,<br>
<br>
There is a software developer meet that Conrad facilitates for us
Microsoft Partners and Professionals.<br>
<br>
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.<br>
<br>
We will have another 2 or 3 software developers of Conrad's caliber in
a panel discussing this kind of system . <br>
<br>
When to build Information Systems from scratch (via the .Net framework)
and why some Orgs choose to customize Microsoft (SharePoint and CRM)
Servers instead.<br>
<br>
The software developers (project managers) all have experience
developing these kinds of systems for Local and Multi National
Organizations.<br>
<br>
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.<br>
<br>
<a class="moz-txt-link-freetext" href="http://www.itpro.co.uk/616087/id-cards-and-the-worst-of-public-sector-it-failures">http://www.itpro.co.uk/616087/id-cards-and-the-worst-of-public-sector-it-failures</a><br>
<br>
<a class="moz-txt-link-freetext" href="http://www.itpro.co.uk/110317/mps-told-nhs-it-programme-not-looking-good">http://www.itpro.co.uk/110317/mps-told-nhs-it-programme-not-looking-good</a><br>
<br>
Will announce location and date after we sync various speaker /
contributor schedules.<br>
<br>
Best Regards<br>
<br>
SMM<br>
<br>
PS. FOSS has been appreciated and awarded in Kenya - more so by others
- so no flames please! Bring your questions to the meet instead.<br>
<br>
Rad! wrote:
<blockquote
cite="mid:911107610910090234i62077847w2919eb3a647834da@mail.gmail.com"
type="cite">Visiting the CCK site leaves few surprises. If you want to
complain, the consumer section (<a moz-do-not-send="true"
href="http://www.cck.go.ke/consumer_center/">http://www.cck.go.ke/consumer_center/</a>)
takes you to a link to file a complaint (<a moz-do-not-send="true"
href="http://www.cck.go.ke/consumer_center/">http://www.cck.go.ke/consumer_center/</a>).
This particular and typical implementation of e-government
unsurprisingly expects you to <br>
<br>
<ol>
<li>Download the form (a PDF)<br>
</li>
<li>Fill it in (it is not even a PDF form. You'll have to fill it
in by hand/typerwiter)<br>
</li>
<li>Post it to CCK at your cost<br>
</li>
</ol>
Presumably, someone at CCK will<br>
<ol>
<li>Collect all these forms</li>
<li>Open and key them in somewhere (assuming there is a database of
sorts for this sort of thing)<br>
</li>
<li>Take action</li>
<li>Respond to the complainant upon resolution<br>
</li>
</ol>
It is also not clear how to track the status of complaints while being
addressed<br>
<br>
In this era of real time cheque clearing, electronic payment and
broadband internet such a token attempt at customer service boggles the
mind.<br>
<br>
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:<br>
<ol>
<li>Browse to the complaint section</li>
<li>Enter their information (In my dream world one day all
goverment databases will be integrated so I can just provide my PIN)</li>
<li>Select from a list of providers (Currently I have to do extra
work to find out the provider's details)</li>
<li>Select from the type of complaints</li>
<li>Provide commentary and upload supporting documents</li>
<li>Be assigned a case number that they can use as a reference to
track status online</li>
<li>Be able to browse providers by complaints -- suitably
anonymized, perhaps just the complaint types and unsettled issues and
make informed decisions</li>
<li>Providers can even be granted logins to the portal or the data
can be sent to them via email or RSS for action<br>
</li>
<li>Be able to get some metrics (both from CCK as well as end user
perspectives) as to</li>
<ol>
<li>How quickly providers close issues</li>
<li>Which providers are complained about the most</li>
<li>What are the most common complaints across providers</li>
<li>Which sector raises the most issues<br>
</li>
</ol>
</ol>
<br>
<br>
<br>
<div class="gmail_quote">On Fri, Oct 9, 2009 at 11:46 AM, Solomon
Mburu <span dir="ltr"><<a moz-do-not-send="true"
href="mailto:solo.mburu@gmail.com">solo.mburu@gmail.com</a>></span>
wrote:<br>
<blockquote class="gmail_quote"
style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">I
also have the same query regarding the complaints. As we wait for<br>
the regulations to be passed and be part of the existing laws, where<br>
will the suffering subscribers really take their complaints?<br>
If CCK could offer a clear 'ad hoc' place where such complaints could<br>
be sent and acted upon, it would be grateful as there is nothing right<br>
when people complain and there is no place to take a complaint.<br>
<br>
Maybe Dr. Ndemo can shed some light on this.<br>
<br>
My little thoughts<br>
</blockquote>
</div>
<br>
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