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IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
Digital Villages Initiative
Technologies and Management Tools for Digital Villages
Final Report
October 15, 2010
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
Table of contents
Introduction to the project
Current situation in digital villages and pilots Pasha centres
Vision for empowering the entrepreneurs to successfully run their centre
Recommendations on tools and templates
Enablement, knowledge management, and continuous support strategy
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
Sub team 3: scope of work
Review and propose tools to support the digital villages initiative
Focus on local level entrepreneurship
Evaluate software, programs, tools, and training programs for digital village entrepreneurs
Take into account the low level of literacy in the rural areas
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
Kenya team 1, sub team 3
Technical Enablement SpecialistTivoli Technical EnablementSoftware Group
L3 Support Manager, Java TechnologiesSWGISL
PBS Canada GTS Team LeadServices Customer FullfilmentIntegrated Supply Chain
Managing ConsultantSAP PracticeIBM Global Business Services
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
Table of contents
Introduction to the project
Current situation in digital villages and pilots Pasha centres
Vision for empowering the entrepreneurs to successfully run their centre
Recommendations on tools and templates
Enablement, knowledge management, and continuous support strategy
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
Current situation in digital villages and pilot Pasha centres
This assessment is based on interviews realised in September 2010 during– Visit of the pilot Pasha centre in Meru
– Visit of the pilot Pasha centre in Kangundo
– Visit of the pilot Pasha centre in Mukuru Slum
– Visit of the KDN Digital Village in Excel Girls High School
– Discussions with KICTB, Intelecon, DOT, Summit Strategies Ltd.
– Review of materials from KICTB, Intelecon
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
Centre and support assessment
Existing infrastructure
– Second hand hardware received mostly through donations
– Diversity of software used
• Windows or Linux OS
• Internet Explorer or Firefox web browser
• MSN messenger, Yahoo messenger, Skype or other messaging software
• Microsoft Office or Open Office suites
• Free antivirus such as Avast, Antivir or none
– Internet connection through ADSL or radio integrated in a LAN, no Wifi or Wimax
Training and support received
– Initial KICTB training received in Meru and Mukura Pasha centres sufficient to start up
– Ongoing support through weekly calls between pilots Pasha centres and KICTB
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
Business processes assessment
Central support and enablement required to support growth to Advanced Pasha centre
Skill demonstrated, internal staff manage hardware and software maintenance
Many different software used
Technology
Tools or template required to support growth to Advanced Pasha centre
Accounting done in Excel in Meru and Kangundo
Accounting and Finance
Tools or template would help to support growth to Advanced Pasha centre
Missing guidelines on hiring and defining salaries
Human Resources
Tools or templates required to support the services provided
Enablement to be provided on eGovernementservices
Paper registry used for tracking time and billing customers in Meru and Kangundo
Missing information on eGovernement services available to market in Meru
Operations andcustomer service
AssessmentFindings and feedback received
Marketing and Sales
Business planning
Consistent branding should be defined
Value proposition of Pasha centre should be reinforced (differentiation by quality)
Skill demonstrated in Meru and Kangundo: differentiation through branding (Pasha logo) and quality (ADSL) at a price aligned with competitors
Existing training to be enhanced
To be reassessed after first round of business plan review with banks
KICTB / Intelecon template exists
Evaluation of existing training indicates areas with deficiencies
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
Table of contents
Introduction to the project
Current situation in digital villages and pilots Pasha centres
Vision for empowering the entrepreneurs to successfully run their centre
Recommendations on tools and templates
Enablement, knowledge management, and continuous support strategy
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
Empowering the entrepreneurs to successfully run their centre
For the Pasha centres to overcome the challenges identified in the assessment, they must differentiate themselves via quality and services offered through the Pasha brand
Central support and enablement on technical and business topics is required to support growth to Advanced Pasha centre providing complex services
Entrepreneurial Empowerment
Standardisationof Business Processes
Enablement BeyondInitial Training
Definition of a Continuous
Support Framework
Standardisationof Technical Platform
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
Standardisation of technical platform and business processes
Guidelines should be defined to standardise the workstation software between Pasha centres in order to
– Provide a consistent customer experience
– Simplify technical support
– Support the expansion of bouquet of service to Advanced Pasha centres
New or recent quality hardware should be acquired with KICTB support and revolving fund
– Improve customer experience
– Reduce maintenance cost
– Reduce power consumption
Business processes should be standardised through training supported by a common toolset made of software and templates in order to
– Support the growth of business to Advanced Pasha centres
– Allow the creation of a community of Pasha Managers with similar practices
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
Enablement and continuous support
An enablement roadmap could be defined for entrepreneurship and technical skills development
– Existing ICT Entrepreneurship training should be expanded and converted to online self-paced modules
– Additional optional technical and business enablement should be provided
– ICT Entrepreneurship trainers should participate in a longer mentoring program to ensure quality of instructors
Continuous support is required for enablement beyond training
– A central support should be available for technical issues
– A Pasha managers community should be encouraged to provide support and best practices on business topics such as marketing, finance or HR
– A mentoring program could be set up between entrepreneurs
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
Table of contents
Introduction to the project
Current situation in digital villages and pilots Pasha centres
Vision for empowering the entrepreneurs to successfully run their centre
Recommendations on tools and templates
Enablement, knowledge management, and continuous support strategy
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
Recommendations on tools and templatesSoftware selection matrix
– Evaluated for Power users or BeginnersEase of use
– Evaluated as High / Medium / LowBreadth and Depth of Functionality
– Availability of detailed documentation for usage and training
– Evaluated as High / Medium / Low
Training and documentation
– Editor based, with assessment of level of support provided
– Community based, with assessment of size of community and level of activity
– Evaluated as High / Medium / Low
Support
– Swahili and English
– English only
Language
– Free or open source software preferred
– Commercial software with moderate license price
License
– Windows / Linux standalone, full workstation toolset should be available for both
– Web based, preferred solution for quick roll out in centres with low IT skills
– Client / server on premise, with heavyweight or web client
Architecture
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
Recommendations on tools and templates
Proposed Tools and Templates Categories
Pasha Manager Central SupportPasha Customer
• Office suite
• Web browser
• Instant messaging,VoIP and Video
• Publishing
• Imaging
• Audio and Video
• Video Recording
• CD Burning
• Cyber Cafe Management
• Wireless Hotspot Management
• Collaboration
• Web site development
• Community content
• eCommerce
• Survey software
• Internet Radio and TV
• Antivirus
• Business Planning
• Marketing and Sales
• Accounting and Finance
• Human Resources
• Community content
• Collaboration
• eLearning
• Video conf.
• Remote access
• IT asset mgt
• Network mgt
• Issue mgt
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
Recommendations on tools and templatesPasha Customers
Final Burner Free for Windows
K3B for Linux
CD Burning
Windows Movie Maker for Windows, free
Kino for Linux, open source
Video Recording
VLC player, open source versatile media playerAudio and Video Player
GIMP for pictures editing, open source equivalent to Photoshop
Inkscape for vector image and banners, open source equivalent to Adobe Illustrator
Imaging
Scribus, open source equivalent to Adobe PagemakerPublishing
Google Chat, free, plugin available for voice and videoInstant messaging Voice over IP and Video
Mozilla Firefox with Swahili localeWeb browser
Open Office with Swahili locale and dictionaryOffice suite
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
Recommendations on tools and templatesPasha Managers (1/3)
Google Apps / Sites / Groups, already used by KICTBWeb site for collaboration
Youtube, web based
Icecast, server based alternative allowing local broadcasting through Wifi or Wimax without internet connexion
Internet Radio and TV
Surveymonkey, web based solution with free limited version
Limesurvey, open source Linux solution
Survey software
Avast for WindowsAntivirus
Shop Factory eTrader, web based design tool and hosting providerWeb site for eCommerce
Joomla, open source content management system, already used by KICTB Web site for community content
easyPHP, complete open source web development suite including Apache, PHP, MySQL and support for plugin such as Joomla
Web site development
Hot Spot System, revenue sharing, web based solution
Zeroshell, open source solution requiring a Linux server
Wireless Hotspot Management
Cyber Cafe Pro for Windows, free with ads, include point of sale and employee timesheeting management
Mkahama for Linux, solution for both Windows and Linux workstations
Cyber Cafe Management
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
Recommendations on tools and templatesPasha Managers (2/3)
For online communications and advertisement, a simple and efficient method is to use the popular social networks in Kenya:
For paper communications and advertisement, generic template should be created with Pasha logo for
– Marketing poster and billboards
– Office stationary (letter, fax)
Marketing and Sales
The already existing business plan template provided by KICTB can be completed by tools and templates from SME toolkit
– Sample business plans
– Business Plan Checklist
– Starting a new Business Checklist
Business Planning
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
Recommendations on tools and templatesPasha Managers (3/3)
Due to the small number of employees in Pasha Centers, dedicated tool will not be required.
Templates from SME toolkit are suggested for the following use
– Employee payroll
– Employee attendance and working hours (also covered by Cyber Café Management Tool)
– Hiring tool
Human Resources
An accounting software is required to keep track of revenues and expense in a more organised way than with the current paper register and Excel spreadsheet
– Turbocash v3: Windows, open source, already used in Kenya and with commercial support provided from South Africa
– GNU cash: Linux, open source
Accounting and Finance
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
Recommendations on tools and templatesCentral Support and Pasha Managers
Webex, web based solution already used by KICTB
LotusLive, alternative solution
Videoconferencing
Joomla, open source content management system, already used by KICTBWeb site for community content
Google Apps / Sites / Groups, already used by KICTBWeb site for collaboration
TightVNC, open source server based solutionRemote access and Desktop sharing
Moodle, open source training management system already used by KICTBeLearning
Spiceworks, free with ads web based solutionIssue Management (ticketing)
Spiceworks, free with ads web based solutionNetwork Management
Spiceworks, free with ads web based solution
SME toolkit template, to be used pending Spiceworks roll out
IT asset Management
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
Recommendations on tools and templatesPasha centre start-up kit
The list of recommended tools and templates could be consolidated in a “Pasha Centre Start-up” kit allowing new Pasha Manager to find in a single place everything they need to start their business.
It could be added to the Pasha Portal in wiki pages and periodically on a CD / DVD that could be given to entrepreneurs receiving the grant.
Proposed organization for Pasha centre start-up kit– Software for Pasha Customer workstations
• For Microsoft Windows• For Linux
– IT Software for Pasha Manager• For Microsoft Windows• For Linux
– Management tools and templates for Pasha Manager• Business planning• Marketing and Sales• Operations and Customer service• Accounting and Finance• Human Resources
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
Table of contents
Introduction to the project
Current situation in digital villages and pilots Pasha centres
Vision for empowering the entrepreneurs to successfully run their centre
Recommendations on tools and templates
Enablement, knowledge management, and continuous support strategy
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
Recommendations on enablement
Proposed Enablement Enhancement
ICT Training Program AdditionalTechnical Training
AdditionalBusiness Training
Pasha Entrepreneur Enablement Roadmap
• Skills assessments as validation points
• Visual diagram providing flow of training recommendations and study material
• ICT Entrepreneurship module enhancements
• Preparation of modules for future conversion to for online delivery
•Trainer mentoring program
• Publishing of material to Pasha Portal with wiki for commenting or updating content
• Hardware, software and network including a buying guide
• Workstation administration
• Network and wireless networking (LAN, firewall, internet, wifi, wimax…)
• Graphics design
• Web design
• IT enabled services
• eGovernementservices
• eBanking services
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
Recommendations on knowledge management strategy
The Pasha Portal must be the single point of entry for information on Pasha centres– Information on the Pasha initiative
– Training and enablement material, for customers and entrepreneurs
– Technical and business support
The content need to be segregated for each user group– Public pages opened to everyone for information on the Pasha initiatives, location of the existing Pasha
centres and schedules of next training sessions
– Registered Pasha trainee to access the initial training material and additional training and enablement material
– Pasha customers using generic accounts for each centre to access the eLearning courses
– Pasha managers to access the training and continuous support pages as well as dedicated eGovernmentservices (for example official data gathering in survey pages)
It should provide mass communication feature for KICTB, for example to advertise trainee of opening of new training dates or to advertise entrepreneurs of eGovernment services available on the portal
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
Recommendations on continuous support strategy
Technical support– The technical support component of the Pasha is to be outsourced but the tools and processes around it should
be independent of the selected provided and whenever possible running on the Pasha Portal to avoid vendor lock in
– Voice over IP, video conferencing, remote PC access software as well as infrastructure and issue management system are covered on the technology tools recommendation.
– Recurring issues and frequently asked questions should be documented in wiki pages
– Software included in the Pasha start up kit should be described in wiki pages to allow Pasha managers to comment on it and share their experience
Business support– Non technical support on business issues such as Accounting, Marketing or HR could be provided in the forum
of the Pasha Portal, by the community of KICTB trainer and Pasha Managers
– Sharing best practices and enablement materials should be encouraged in wiki pages
– A mentoring scheme could be set up between senior entrepreneurs and recent less experienced ones
– Rewards for participation could be provided by announcement of most active contributors and eventually gift software or free month of technical support subscription
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
Questions?
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
Asante Sana!
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
Backup Slides
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
Pasha Centre Enablement Roadmap Template
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
Pasha Centre Entrepreneur Enablement Overview
EntryPoint
Yes
NoDo you meet the
Pasha Centre Entrepreneurship Pre-requisites?
Assess ICT Entrepreneurship
Development
Assess Fundamental Technical Skill
development
Assess Advanced Technical Skill
development
Assess IT Enabled Services Skill
development
Work on developing Pasha centre entrepreneurship
pre-requisites
Capable of running a Pasha centre with significant IT assistance offering IT Enabled Services
Capable of running a Pasha centre with minimal IT assistance offering IT Enabled Services
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
EntryPoint
ICT Entrepreneurship Development
Capable of submitting a Pasha centre business plan
How did you score on the fundamental
technical skills assessment?
How did you score on the ICT
Entrepreneur skills assessment?
Test score below 70%
Test score of 70% or higher
Test score below 70%
Test score of 70% or higher
CompleteFundamental Technical Skill
development
Assess Advanced Technical Skill
development
Complete ICT Entrepreneurship Training
Modules
Complete Additional ICT Entrepreneurship
Development Resources
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
Fundamental Technical Skills Development
EntryPoint
Training to be defined
Self Paced Varies
Additional material to be defined
Self Paced Varies
Capable of running a Pasha centre with external assistance
Web resource to be defined
Self Paced Varies ACQUIRED
Assess Advanced Technical Skills Development
Test score below 70%
Test score of 70% or higher
Assess Advanced Technical Skill development
Assess IT Enabled Services Skill development
How did you score on the fundamental
technical skills assessment?
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
Advanced Technical Skills Development
EntryPoint
Capable of running a Pasha centre with minimal external assistance
ACQUIRED
Test score below 70%
Test score of 70% or higher
How did you score on the advanced technical skills assessment?
Training to be defined
Self Paced Varies
Additional material to be defined
Self Paced Varies
Web resource to be defined
Self Paced Varies
IBM Corporate Service Corps : Kenya Team 1
© 2010 IBM Corporation
IT Enabled Services Development
EntryPoint
Do you have fundamental IT
Enabled Servicesskills?
YES
NO
Capable of offering IT Enabled Services in a Pasha centre
ACQUIRED
Training to be defined
Self Paced Varies
Additional material to be defined
Self Paced Varies
Web resource to be defined
Self Paced Varies