Questions/Answers
题 1
请简要描述项目所解决的问题或挑战,并具体说明其目标。(最多300字)
Service by appointment is a solution whereby citizens book an appointment to access Government services at Huduma Centres.Previously, customers used to visit the physical Huduma centres which was evidenced by long queues before and after working hours. Customers could get served after hours of waiting causing anguish and expenses were incurred. The initiative was developed to manage crowd control, serve citizens efficiently and helped in adherence to the stipulated Covid-19 measures of maintaining social distance.The objective of this solution is to provide a platform where citizens will be able to book an appointment at their convenience to visit a Huduma Centre for the Government service.
题 2
请解释该项目如何与所选类别相关联。(最多100字)
During the coronavirus pandemic which affected the entire world and to be compliant with the WHO guidelines to contain the pandemic, SBA initiative which is a technological solution was developed to help manage huge crowds and maintain social distance at the Huduma Centres and provide efficient delivery of Government services.
题 3
a. 请具体说明该项目支持哪个/些可持续发展目标和具体目标,并详细说明该项目如何为这些目标的实施做出了贡献。(最多200字)
Achieve higher levels of economic productivity through diversification.Previously, customers used to visit the physical Huduma centres which was evidenced by long queues before and after working hours. The solution is developed to assist customers’ book at their own convenience. The appointment can be accessed through Unstructured Supplementary Service Data on *191*9#, web portal (hudumakenya.go.ke) and self-assisted services at the 52 Huduma Centres across the country and contact centre through a single prefix +254 20 6900020. The appointment system encompasses a variety of Government services for the whole of Government
b. 请描述一下该项目如何在社会、经济和环境方面具有可持续性。(最多100字)
Before Service by Appointment initiative, Citizens would physically visit the centre where they would queue for long hours to access services by use of the queuing management system (QMS).The QMS which assisted in customer traffic management and smooth service delivery was a paper ticketing service which endangered the trees and consumed resources in terms of maintenance.Service by Appointment initiative is a technological solution which has reduced wastage of resources and was developed to help manage huge crowds, enhance citizen time management and enhance service delivery.
题 4
a. 请解释该项目如何解决特定国家或地区范围内的政府管理、公共行政或公共服务方面的重大缺失。 (最多200字)
Previously, citizens would line up before opening hours at Huduma Centres to access Government services on a first come first served basis using the queuing management system. For highly sought services e.g. national identification card, Kenyans would queue for hours to get the service. The appointment system was developed to ease the customers’ burden to physically line up and has assisted in time management.
b. 请描述该项目如何解决国家背景下的性别不平等问题。 (最多100字)
Previously women with children and men would free up their day to physically visit Huduma Centres to access Government services. With Huduma service by appointment, women and equally men across the country have benefited greatly through time management and ease of attaining government documents at their own convenience.
c. 请描述该项目的目标群体是谁,并解释该项目给目标群体带来的改善成果。 (最多200字)
The initiative targeted all citizens from all walks of life. The technological savvy, the not technological savvy who are assisted by staff at the Huduma contact centre agents or the Huduma centres staff, the old, youth, all gender, every social class and economical class and people living with disability.
The initiative improved the citizens’ time management and crowd control management.
题 5
a. 请描述该项目是如何实施的,包括关键发展和步骤、监测、评估活动以及年表。 (300字)
The implementation stages were as follows:
Development of the service by appointment system, testing of the system, deploying changes to the system, training of Trainers of trainers on the system, training of the system to the Huduma staff, Mock system trial, monitoring and evaluation, deploying changes after the mock trials, piloting of the system, monitoring and evaluation, communication to citizens, launch and full rollout out to the whole country.
b. 请清楚地解释所遇到的障碍以及这些障碍是如何被克服的。(100字)
SBA had a few obstacles namely:
1. System downtime which was addressed by system back up and routine hardware and software maintenance
2. Down times on specific service platforms and that was addressed by resolving to manual processes routine hardware and software maintenance
3. Variance in the appointment arrival time and service time this was addressed by Serving citizens who were at the service hall irrespective of the time
4. Conflict with other existing service appointment systems by other government agencies that are at the huduma centres this was addressed by harmonized/ aligned the appointment system
5. Risk of system security this addressed by Installing network security firewalls
题 6
a. 请说明在您所在国家或地区,该项目在哪些方面具有创新性。(最多100字)
Most Government services are not on appointment system for ease of service delivery.
Prior to SBA, most Government services were accessed by walking in customers which led to long queue thus poor service delivery and work overload. With SBA the customers are able to access Government service at their convenience, improved service delivery and reduced work load.
b. 如果相关,请描述该项目是如何从其它国家和地区的成功项目中获得灵感的。(最多100字)
Globally Government’s agencies/institutions have adopted the use of an appointment system to not only improve service efficiency but also protect the safety of staff and customers, data protection and help to mitigate the impact of Covid -19. Some of these agencies are as follows;
▪ Philippine Consulate in Saudi Arabia - passport renewal service is by appointment ; and
▪ Maryland State, USA : motor vehicle services such as learner’s permits, driving tests, DL renewal are by appointment.
c. 如果使用新兴技术和前沿技术,请说明这些技术如何整合在倡议中以及如何包含数字政府。 (限制100个字)
Citizens used the queuing management system when they physically visited the Huduma Centres to access a service but the Service by appointment solution can be used at their convenience
题 7
a. 根据您的组织信息,该项目有没有转接或适用到其它情况(例如,其它城市、国家、或者地区)?如果有,请说明在哪里以及是如何进行的。(最多200字)
The solution has been adapted in all 47 counties across Kenya and across all government services on Huduma platform. The initiative has t’s has been adapted by other government agencies including passport services, good conduct services and drivers license services.
b. 如果尚未转移/适用到其它情况,请描述其转移的可能性。(最多200字
N/A
题 8
a.使用了哪些具体资源(例如财务、人力或其他资源)来实施该项目? (最多100字)
The solution relied heavily on human resources and they included Leadership for support and approval, Developers to develop the system, test users for UATs, trainers to capacitate staff and citizens, Huduma staff to assist citizens book an appointment and citizens to book for the appointment
b. 请从财务和机构角度来解释,是什么确保该项目的长期可持续性?(最多100字)
It is a technological solution which has been tested and helps in provision of service delivery seamlessly. The solution has no financial implication therefore sustainable.
题 9
a. 该项目是在内部还是外部正式评估的?
是
b. 请描述一下评估是如何进行的以及由谁评估的。 (最多100字)
By use of customer feedback surveys by the monitoring team and SBA statistics from the system database.
c. 请描述使用的指标和工具。(最多100字)
Customer feedback surveys were carried out by use of questionnaires. The monitoring team would visit various centres and interview customers on the solution. Additionally statistics from the system would be analyzed and recommendations put in place
d. 评估的主要发现是什么(例如,该项目筹集的资源充足、实施质量和面临的挑战、主要成果、倡议的可持续性,影响力等)以及如何利用这些信息为该项目的实施提供资讯 。(最多200字)
The system was able to:
a) Enable Citizens effectively booked for services
b) Customer convenience enhanced.
c) Better planned customer visits to the Huduma Centres
d) Better time management for customers
e) Customer traffic at the Huduma Centres effectively managed;
f) Huge number of customers at the Huduma Centres managed
g) Adhere to Covid 19 Government’s regulations
题 10
请描述该项目如何被列入相关的制度环境(例如,它与相关政府机构的关系如何,以及与已运行机构的关系如何)。 (最多200字)
SBA was used at all Huduma centres across the Country. Huduma Centres are physical facilities set up as one-stop-shop service delivery points in which the National and County Government provide their services. Huduma Centres are located in every county in Kenya with Nairobi County which is the capital city of Kenya having five (5) Huduma Centres and Kajiado County having two (2).
题 11
2030年可持续发展议程强调协作、参与、合作关系和包容性。请描述哪些利益相关方参与设计、实施和评估计划以及这些参与是如何实现的。 (最多200字)
The solution was developed by staff at the Huduma Kenya Secretariat. The stakeholders were the leadership, developers, management, Staff at the secretariat and centres, various government agencies and the Kenyan citizens. The engagement was through physical meetings, letters, memos, emails, social media and calls.
题 12
请描述主要经验,以及贵组织计划如何改进该项目。(最多200字)
The Kenyan market was not technologically ready for online booking of essential Government services. This caused uneasiness, reluctance and resistance by MDACs (Ministries, Department, Agencies and Counties), staff and the customers.
The lessons learnt were:
• Understand the target audience and package the product.
• Communication is a key component in rolling out the systems
• It is crucial to conduct training of staff to assist before rollout