Goals and objectives: The joint innovative solution of the local government (municipality) of Dushanbe city and the Public Fund Civil Internet Policy Initiative aims to improve the quality of municipal service delivery through participation of inhabitants in reporting and mapping municipal services problems and monitoring their improvement through an online interactive platform. The platform, officially launched on 1 February 2012, is available at http://www.mometavonem.tj/php/?l=en_US
The main idea was to show elements of the electronic government that can increase public service delivery quality, improve interaction of citizens with the government authorities, help public service providers and administration of the local government receive on-time and reliable reports and data to take actions needed and further analyses.
Implementation: In the past, to report about municipal service problems, citizens had to either search contacts of public service providers and call them or contact an authorized person of providers. Even if the person has succeeded in making a report, frequently the service provider was not able to guarantee the delivery of services or service quality. Now, within the electronic system, every resident or every person that visits Dushanbe has the four following options to report on quality of services of and/or problems with communal services through SMS; phone call; email; or online application.
This platform covers 16 types of services, including water supply, heating, gas, electricity, and maintenance of sanitation conditions, roads and public transportation. The system allows authorities as well as everyone else to monitor the status of the delivered reports online.
The reporting system is connected for monitoring and timely reaction to more than 24 communal service suppliers within four regional departments of the municipality. The system has been developed using an open, free tools and standards. It is based on Ushahidi, a well-known crowd-source platform, and it uses an online map of Dushanbe available at the Open Street Maps, http://www.openstreetmap.org. FrontLineSMS is one more free, open application that is used for receiving and delivering SMS to the website.
More than 6,000 citizen complaints have been sent to the platform and 4,000 of them registered as unique. The platform allows collection and analyses of problems that citizens face seasonally during the year. For instance, the system revealed that during the summertime the common problems are garbage cleaning and water supply, and for the winter, the main problem is electricity supply.
Achievements: After two weeks of an official run, the website was demonstrated to the President of Tajikistan in an exhibition on best achievements of Dushanbe organized by the mayor`s administration. The President found the website to be the best platform to encourage partnership of local government with meeting citizens' public needs.
Replication: The solution can be replicated to solve social development issues on the local and national levels.
Partners: Open Society Institute-Assistance Foundation in Tajikistan, Local Government of Dushanbe city, Internet Policy
Public Fund Civil Internet Policy Initiative
Contact phone: (+992) 918 719109