The SMS might be heading for extinction in most parts of the world but in Zimbabwe it just got a new lease on life.
The SMS system was developed by the United Nations Children's Fund (UNICEF) in support of the government run STWP (Small Towns Water and Sanitation Programme), with funding from AustralianAID. It is also supported by the ministries of Local Government, Public Works and National Housing and Environment Water and Climate and some non-government organisations (NGOs).
The system is simple. A community member acting as a reporter SMS' a key word to 33500 and receives a menu option in reply. The menu allows the reporter to select amongst other issues, water, sewage, solid waste and open defecation. The platform then prompts the reporter to specify the exact location and describe the problem. The resultant report is immediately received by the local authorities.
Local authorities say the system has revolutionised their work. Mvurwi town engineer Jefta Chikanya said the technology has helped improve turnaround times and enabled electronic case management with prompt assignment and resolution by the relevant departments. "The system enhances the effective communication between the local authority and the residents.
Complaints are received in realtime in the relevant categories of sewer, water, solid-waste and open defecation making it easier for redress and ease of reporting, he said. This allows management to prioritise resources and make informed decisions". Chikanya said the next stage in its development would be to improve the reports through community training.