SMS AIR: Lessons Learned from Indonesia Water SMSProject

Lesson Category Local Governance- Participation

Goal Area Create highly accessible communication and tracking mechanism relying on mobile phones that develop crowd-sourced data, and to demonstrate that it can be an effectiveTool to improve water and sanitation services for the urban poor in Indonesia

Location Malang, Indonesia

Scope of Work WASH, Crowd-sourced data technology, Urban Poor in Indonesia

Authors Widiyarti1, Badri Hamzah2

Researchers Widiyarti, Asiswanto Darsono3, Badri Hamzah, Muhammad L. Sahal4, Adi K. Wathon5, Anisatul Mardiyyah6

Date Reported 24 December 2014

Center for Regional Information and Studies(PATTIRO)

Jl. Intan No. 81, Cilandak Barat, Jakarta Selatan 12430, Indonesia

Executive Summary

Indonesia is facing a water and sanitation and hygiene (WASH) crisisamong the urban poor who do not have access to reliable, safe andaffordable supplies of water. In Indonesia, 74 million people, or63% of those living in cities, do not have access to piped water(2008). This is among the lowest coverage for household waterconnections in Asia. And, approximately 13 million Indonesiansliving in cities have no source of improved water. Many Indonesiansare forced to depend on wells that may dry up in the dry season, orpurchase cooking and bathing water from vendors, which chargesignificantly more for water. In urban areas, 16% people stillpractice open defecation, and 33% (or 39 million people) do not haveadequate sanitation.

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The goal of the Indonesia WATER SMS Project1 is to create a highlyaccessible communication and tracking mechanism relying on mobilephones2 that develops crowd-sourced data, and to demonstrate that itcan be an effective tool to improve water and sanitation servicesfor the urban poor in Indonesia. We will work extensively withcommunity residents, PDAM and informal suppliers, in a series ofLearning Session, create and test the WATER SMS Tool through whichresidents using primarily hand phones can rapidly report chronicconditions such as poor water quality and quantity, and acuteconditions such as well failures, sewage backflow, failure of tankerwater supplies, and costs for tanker water.

Open source software systems such as Ushahidi3 are increasinglybeing used for aggregation and viewing of SMS reports. Datacollected from thousands of community participants can beaggregated, analyzed, and mapped to provide visual Tools to helpmanagers identify trends in time and place, and aid in problemassessment and planning.

1 The Indonesia WATER SMS Project is a three-year projectimplemented in Malang, East Java Province and Makassar, SouthSulawesi Province, under collaborative management of PacificInstitute, PATTIRO, and Nexleaf Analytics and funder by USAID’sDevelopment Grant Program. The Indonesia WATER SMS Project workswith city residents (especially the urban poor), water utilities,local governments, and the informal water sector.2 The widespread and rapidly growing use of mobile phones (known as“hand phones” in Indonesia) throughout the world offers an excitingnew tool for enabling information to flow between communities,governmental entities, and service providers, in support of rapidand informed decision-making. Indonesia ranks sixth in the world fornumber of mobile subscribers.

3 Ushahidi, Inc. is a non-profit software company that develops freeand open-source software (LGPL) for information collection, visualisation, and interactive mapping. Ushahidi (Swahili for "testimony" or "witness") created a website in the aftermath of Kenya's disputed 2007 presidential election (see 2007–2008 Kenyan crisis) that collected eyewitness reports of violence reported by email and text message and placed them on a Google Maps map.

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Pemanfaatan Water SMS bukan saja telah berhasil mengumpulkandata secara mudah dan akurat namun juga membangun modelCollaborative engagement to develop two ways solution betweencommunity and key stakeholders. Collabirative engagement initerjadi pada 3 pelaku (komunitas pengguna, penyedia layanan, danpemerintah deerah), yang terbangun sebagai prasyarakat pengembanganSMS Water. Kebutuhan akan kebtuhan model aplikasi didiskusikansecara bersama sampai pemanfaatan. Visualis pemenfaatan bersama initersedia dalam bentuk multi dashboard system on water service toImprove Service and Joint Supervision.

Water SMS utilization not only been able to collect data easily andaccurately, but also to build a model of Collaborative engagement todevelop two-way solution between the community and key stakeholders.Collaborative engagement occurs at the 3 actors (community of users,service providers, and government deerah), built as prerequisite forthe development of Water SMS. The need for the needs of theapplication model discussed jointly until use. Visual joint usage isavailable in the form of multi dashboard system on water service toImprove Service and Joint Supervision.

This platform potentially impact to:

Improved the ability of water providers to learn about and therespond quickly to acute short-term problems their customersare facing

Improved the ability of utilities and local governments toimprove infrastructure and extend it to areas where there isneed

Improved regulation and accountability of informal watersector providers

Made water providers more accountable to their customers

Enabled communities to reduce risks presented by disasters,climate change, and population growth by developing moreresilient access to water sources

Hence, enabled marginalized groups, including the urban poorand women, to obtain improved water and sanitation services

However, a number of multi-stakeholder forums organizing constraintsand obstacles for the development of applications leave a number of

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issues of ownership and use of the application at a later stage. Anumber of factors are for example: the inappropriateness ofapplication completion time agreed upon forum, concerns about theprotection of personal data of customers who are still stored inservers in the United States; Low of local government commitment andsupport; turn of the actors Involved from call now party, and;Language and cultural differences between the developer communityprograms and pilot regions

Keywords : Complaint Handling, Water service, Crowd-source Platform,SMS

1. Background and Context

There is a water, sanitation and hygiene (WASH) crisis among theurban poor in developing country cities: insufficient or unreliablesupplies of clean water, poor water quality, high cost, andinadequate infrastructure (including home water and sewerageconnection). Communities face acute problems such as well failuresor failure of a water truck to appear, any of which can causeshort-term crises. In Indonesia, where urban growth rates are amongthe fastest in the world, municipally distributed water (the formalwater sector), with high quality and consistent service, tends toreach higher-income residents. The poor population, primarilymigrants in peril-urban areas, is at best partially covered, withfrequent interruption and poor quality water. Growing population andclimate change compound these challenges and increase risks.

While in 2008, 89% of Indonesians living in cities had access toimproved water sources, only 37% had access to piped water. This isamong the lowest coverage in Asia. Data from 2004 issued by PERPAMSIand YLKI indicate that only five of 265 PDAMs (Perusahaan Daerah AirMinum, Water Supply Company) serve more than 80% of their localpopulation. Nearly 173 PDAMs serve less than 20% of the population.In urban areas, 33% (or 39 million people) lack adequate sanitationwith 16% still practicing open defecation. While self-reportingreveals low coverage rates, such as Malang with only 47% of thetotal population having water connections, many researchers believethe rates are even more grim than typically reported, such as inJakarta, where it is estimated that only 25% of households havewater connections and fewer than 2% have sewerage connections.

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Many Indonesians, primarily the peril-urban poor, rely almostentirely on the informal water sector (including self-supply throughwells, rainwater collection, and informal water markets – tankertrucks, water vendors, and private boreholes) to supplement orcompletely fill their water needs. Many wells fail in the dry seasonand other sources are unreliable or just too expensive. Numerousstudies have documented that private water supplies can cost 20 to40 times municipal supplies. One study found that people living inthe slums of Jakarta paid 5-10 times more per liter than higherincome groups, even more than consumers in London and New York.

In Indonesia, poor sanitation causes 120 million disease episodesand 50,000 premature deaths annually. The significant economiclosses from lack of sanitation and hygiene were estimated to be IDR56 million (USD 6.3 billion), about 2.3% of gross domestic product(GDP)

Climate change further increases water insecurity. According to aMarch 2010 report, the greatest impacts on Indonesia will bedecreased total annual rainfall, seasonal rainfall decreased at theheight of the dry season, and increased annual pan evaporation. A2007 study predicted more extreme climate even (cyclones, drought).In coastal areas, the drawing down of groundwater combined withrising sea levels will allow seawater to intrude and contaminatewater resources. Longer dry seasons and shorter, more intense wetseasons will bring greater risks of drought, flash flooding andstorm surges, and will strain Indonesia’s agriculture. Java, withover half of the country’s population and the highest level ofirrigated agriculture, already has serious water supply problems andwill experience the greatest impacts from climate change.

In order for water managers to meet communities’ WASH needs, theyrequire more information on the water arrangements of those theyserve. During times of water insecurity, some municipalities indeveloping country cities rely on the same groundwater used by theinformal water sector. Each user’s actions affect the ability ofother users to access the water, but currently there is nocommunication among sectors. Longer-term impacts, such as climatechange, are difficult enough to plan for even where the waterutility has complete control of the water resource. In developingcountries, where people access water sources directly, no sector hascontrol over the resource.

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The urban poor, often invisible to planning agencies, utilities, andgovernment officials, need a way to get timely attention paid totheir water and sanitation needs. People are much more likely totransmit a problem if they can report it with one or two clicks ontheir phone. Crowd-sourced data that combines the needs of the urbanpoor into a credible map or dashboard can put the urban poor “on themap” and help ensure agency accountability.

The Millennium Development Goals to reduce the proportion of peoplewithout water and sanitation and Indonesia’s major decentralizationprograms have galvanized efforts to reach the underserved.Indonesia’s National Water Policy (Kebijakan Nasional Pembangunan AirMinum dan Penyehatan Lingkungan Berbasis Masyarakat) includes general policychanges to focus on: demands of the poor and marginalized groups;active participation of women in decision-making; and fostering oftransparency. But the rapid urbanization transforming cities andstraining the water supplies and infrastructure throughout Javamakes imperative the need for innovative solutions that cancapitalized on the encouraging policy environment, harness numerousemerging technologies, and provide accessible and timely solutionsfor underserved populations, including women and the poor,shouldering the majority of the impacts.

The widespread and rapidly growing use of mobile phones4, known as“hand phones” in Indonesia, offers an exciting new Tool for enablinginformation to flow in multiple directions to support betterdecision-making. Information can flow from communities togovernmental entities and service providers, in support of rapid andinformed decision-making. Governments can also use this system toalert residents to service changes, get more information on the

4 Indonesia ranks sixth in the world for number of mobilesubscribers, with 140,6 million users in 2008 across eight mobilephone companies, i.e. over half the population, including men andwomen in every socio-economic level, and exceeding both the numberof Internet users and private telephone landlines. Cheap hand phonecredit vouchers, aimed at workers on weekly pay schedules and lowincome communities, have prompted a hand phone boom includingproviding small scale entrepreneurial opportunities for streetvendors and hawkers to cheaply improve business. Access to handphones in the developing world has even outpaced access to basicservices.

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informal water sector, and aggregate data on aquifer levels. SMS-based systems (i.e. systems utilizing mobile phone text messageinputs) have been successfully implemented for a number ofapplications in Indonesia and other developing countries, describedin the Innovations discussion, below.

2. Comprehensive Learning Sessions (LS), Focus Group Discussion (FGD) andMulti Stakeholder Dialogue (MSD) as a strategy to build the platformcommunity needs basis

Learning Sessions in pilot cities to design, create and testthe WATER SMS Tool through which residents using primarily handphones can rapidly report chronic conditions such as poor waterquality or quantity, and acute conditions such as well failures,sewage backflow, failure of tanker water supplies, and costs fortanker water.

While, Focus Group Discussion (FGD) is a forum to diginformation and concern among stakeholder as service provider andoversight organization. From this forum, water issues andinnovation has built can be informed. It also take the input fromeach for a better water services to community.

And the Multi Stakeholder Dialogue (MSD) meet the communitywith stakeholder in water sector to communicate and discuss whatthe main focus issues in water services in both concern to besolve. Also through the forum, they are able to find out the bestway for both to improve the access and services.

The objective, Increased Access to Water and Sanitation in the keysub-targets benefiting the urban poor was achieved by: (1) raisingawareness among and empowering citizenry on water standards andactual access and services, which will help mobilize demand forimproved water services, (2) improving the capacity of utilities andgovernment to provide sustainable and safe water services, and (3)strengthening local governance mechanism to support equitable waterservice delivery through provision of more accurate informationabout water resources and citizen access to those resources.

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Figure 1. Roadmap for action

We select two pilot metropolitan areas – in East Java, SouthSulawesi, – where there is likely to be substantial public interestin participating in reporting water problems, and there is interestwithin PDAM in integrating information received into serviceplanning. Within the city, we will select 3-6 communitiesencompassing a diversity of income levels and water and sanitationconditions. Metropolitan areas where PATTIRO has extensive contactsamong poor communities as well as experience with changinggovernment behavior include Malang. Indonesia Water SMS Project wasimplemented in Kota Malang involve Regional Water Utility orPerusahaan Daerah Air Minum (PDAM) Kota Malang, drinking water userassociation or HIPPAM, Health Agency or Dinas Kesehatan (Dinkes),civil society organizations (CSO) and 5 Communities spread in fivekecamatan. The stakeholder was involved in each step was held onprogram implementation. Learning sessions (LS), Focus GroupDiscussion (FGD), Multi Stakeholder Dialogue (MSD), system testing,and system implementation.

In the pilot cities, we conduct at least six comprehensive LearningSessions with residents; at least four with government agencies,elected officials, utilities, and the informal water sectorincluding water providers, drillers, and developers; and a focusgroup with all water managers to better understand how they wouldutilize such a system. We bring together residents, PDAM, and water

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providers in a multi-stakeholder dialogue to identify key needs toimprove services. We work closely with mobile phone serviceproviders to develop incentives for use.

The system was modeled on existing open source software thataggregates SMS messages, can accept web data submissions, includesan easy interface for human annotation and geo-tagging of data, andhas a clean modular architecture (easy to modify and for others toimprove). The reporting system’s design was incorporated thecapabilities, desires, and preferences of at least 100 residents ofthe pilot community and at least 20 managers in the public andprivate sector representing the formal and informal water sectors.

The first round Learning Session (LS) was conducted in November2011 at five communities, they are Sukun District, LowokwaruDistrict, Klojen District, Kedung Kandang District, and BlimbingDistrict. The second round LS in Malang was conducted in theBlimbing sub-district. Participants were those who engage in thefirst sessions along with some new participants from the communitycenter5– and several members of the RT and RW. When shown examplesof the mapping technology (e.g. Ushahidi) and four methods of SMSinteraction, participants gained better understanding of the systemin development.

The community centers in the sub-districts of Klojen and Blimbinghave been quite active following the Engagement Sessions, so it isanticipated that their role will be strengthened as a center forcitizen information about water and sanitation.

The Focus Group Discussion (FGD) participants from informal watersector were those who have a business selling water independently,such as water sellers in the home, street vendors, and communitygroups organized through PAMSIMAS water management. The final FGDbrought together members of community service organizations,universities, research institutes, and the media. Participants fromCSOs and universities were selected based on relevant areas ofconcern, research or interest. The ten participants consisted of sixrepresentatives of CSOs, two representatives of academia and twofrom local media.

The First Multi Stakeholder Dialogue in Malang involved waterservice provider and community as customer. The objectives of this

5 Community Center is a forum with members of the community that serves as an information center, services, advocacy and community activities (PATTIRO, 2010)

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activity is presenting draft WATER SMS system design to be agreed byall stakeholder group, ensuring that the basic function of thissystem understood by stakeholder, and understanding how the systemcan support stakeholder to improve services and better watermanagement, specifically in collecting the data, reporting andplanning. Two main questions had answer on this activity, which are1) How we can help each stakeholder to solve water issues; and 2)How we can use WATER SMS system to communicate each other.

The results on first question are the stakeholder agreed to haveself home page among service provider, accelerate respond mechanism,strengthen system and human resource, regular outreach, assistingand facilitating from related agency, using multiple media topublish the services, informing the data listing base on urgencylevel, synergize coordination guided by Mayor, rules/standard onsubmission, one gate reporting, informal meetings, the communityactives to inform the water condition to water service provider,PDAM communicate with HIPPAM. The answers for second question arethrough water association, integrating the policy, facilitating byvarious procedure, the organization structure for system managementhas to be clear, build positive and constructive attitude, outreachsystem usage, and using payment point as outreach infrastructure tocommunity.

The second MSD, the stakeholder are able to discuss and answer fourmain questions, namely 1) How data and information from system canbe used for your institution (each stakeholder); 2) what kind ofimprovement to optimize WATER SMS System; 3) What can you (groupstakeholder representative) contribute to optimize the system; and4) how to follow up each contribution to be real. Responses to thesequestions are the data and information can be used as input for workorder to each authority department by PDAM, and evaluate performanceand complaint handling procedure by community, water risk andpotency area mapping, social control, communication amongstakeholder, as source for policy recommendation, educating mediafor community, updating data and information, reference on programplanning, complaint handling management tool. The stakeholder alsogives feedback for system to be simple and one level SMS format,cheap SMS tariff, and system’s name and SMS number easy to be knownand remembered by community. The third and forth questions areanswered by the stakeholder in similar input. The water servicesprovider are agreed to manage the system and give the quick respond

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to message submitted by community and improve their service to givebetter service.

The dashboard test shown that there are custom dashboard for eachstakeholder based on its function. It indicates that the systemowned by multi stakeholder. As a system service, this system replyautomatically first message submit by sender. At first time, thesystem using stepping to guide the community on submitting messageor report. At the end, the participant suggest to make short andsimple format which can help the community and easy to send an SMSand decrease failed to whom the message should be addressed becauseof there is still similar issue between stakeholder, for examplewater quality which can address to PDAM, DINKES or HIPPAM.

During the pilot project, the system receive at least 150submissions. Submitted data show up successfully and understandablyon a map (“dashboard”) or other visualizing device. At least 75% ofthe relevant departments at PDAM incorporated the SMS data intotheir operations during or shortly after the two-month trial period.Possible changes include increasing the number of complaintsaddressed, or using SMS service to communicate with community.

Figure 2. Program implementation steps in Malang City: 1) ComparativeStudy (above-left side); 2) Lesson Learned (above-middle); 3) FocusGroup Discussion (above-right side); 4) Multi Stakeholder Dialogue(below-left side); 5) Dashboard Test (below-middle) 6) Launching SMSAIR System (below-right side)

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3. Access Test on Water SMS Platform

Figure 3. SMS AIR Map in Malang City

Figure 4. SMS AIR Report in Malang City

By January, the system has been designed (see in Figure 3 and Figure4) can be access on http://malang.smsair.co. The system is based onUshahidi and a development branch using the Ushahidi platform calledHuduma. An open-source internet and mobile-based platform, Hudumaallows the collection, visualization and mapping of SMS, email, andother reports. On April 2013, Vice Mayor launched SMS AIR at BalaiKota Malang to public.

In preparation step facilitators identify the characteristic ofcommunity; possession of the mobile phone, computer use and Internetaccess; access to community groups; perception concerning thesituation of water services; and complaints mechanism and submissioninformation through baseline survey in five district which areSukun, Lowokwaru, Klojen, Kedung Kandang and Blimbing. From 400

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respondents randomly selected from those five districts, 80.2% asmuch as a subscriber the PDAM, 13% of the general community,and the rest as much as 6.8% of them are customers HimpunanPenduduk Pengguna Air Minum (HIPPAM).

Figure 5. Respondent criteria in Malang Community

Largely in the community, especially subscribers and HIPAM the PDAMwater services have experienced problems. From the survey results,showed the majority of society, or 42.8% of respondents hadexperienced / have the problem of water services. According to mostrespondents, the problems that often they experience in waterservices is a matter of debits of water, this is expressed by 42% ofrespondents. The next issue is the problem of tariff / cost ofexpensive expressed by 31.2%. The rest are problems associated withwater quality, the meter is broken, and one recording. While non-subscribers to the general public, the majority of respondents (98%)never experienced water problems.

Figure 6 Water service problem commonly occur in Malang Community

Even though most respondents had experienced problems of waterservices, but only a small proportion of those ever present problem.The survey shows that as many as 74.1% of respondents stated thePDAM subscribers HIPPAM and never raise their concerns, and the restis only 25.9% are ever present problem of water services. For those

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respondents who had delivered the complaint, as many as 60.8%claimed by coming directly to the PDAM offices They chose to come tothe office of the PDAM in the hope of soon getting a responsedirectly and immediate treatment. The rest as much as 27.8%delivered through telephone. As for non-the PDAM subscribers HIPPAMand only 1 (one) person who answered had a problem with water: waterwill be reduced during the dry season comes. This was nevercommunicated to anyone because the problem can be resolved byitself, i.e. water debit will return to normal during the rainyseason arrives.

Figure 7. Complaint mechanism (left) and submission information(right) in Malang Community

The response by the officers on the handling of in the communitycomplaints are still needs to be improved. This was disclosed 63% ofrespondents, while the remaining 37% of respondents said the officerresponse to their complaint have been faster.

People still think by coming directly to deliver the issues andinformation is the most effective way for their choice, this isrevealed by 43.5% of respondents. Nevertheless, in terms of cost andtime efficiency, as much as 31.9% of respondents chose the issue andconvey information through telephone. Meanwhile, only 20.9% choseSMS as the most inexpensive fine and easy to convey the problems andtheir information. Box information / complaint letter to at leastthe selected alternative. Since the addition is impractical, it isconsidered less effective way.

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Figure 8. Level of officer responding and effectiveness way to delivera complaint/information

4. WATER SMS Usage and Community Center to Improve Public Services

The Malang community can access and use the service from SMS AIRthrough SMS service will send message to authority institution. Theyalso can access and get the service directly by using access pointlocket at five sub districts shown on Figure 9. This access pointlocated near and able to be accessed by each community in five subdistricts. They can send information, report or complaint throughboth ways in order to make easier for who has or has not an SMScredit or even for who has or has not mobile phone to send SMS.

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Figure 9. Community Water Information Center (Pusat Informasi AirMasyarakat) in Malang City; 1) Kecamatan Sukun (above-leftside); 2) Kecamatan Lowokwaru (above-middle); 3) KecamatanKlojen (above-right side); 4) Kecamatan Kedungkandang (below-left side); 5) Kecamatan Blimbing (below-right side)

According to process had been conducted, this program shown apicture how the stakeholder involve and engage each other with theirspecific roles. First stakeholder is Local Government or PemerintahDaerah (Pemda) who has authority to make the local regulation,planning and budgeting should ensure their regulation; planning; andbudgeting can meet citizen needs on water consumption and help theinstitution to provide it. The second stakeholder is the agency orSatuan Kerja Pemerintah Daerah (SKPD) has important roles to supportwater services provider in quantity, quality, continuity andaffordability, for example Dinkes to check raw water quality. Thethird is PDAM as formal service provider with HIPPAM as informalwater service provider with their function bounded to servicesprincipal and public service charter have to provide drinking andclean water and deliver it to community. The forth is civil societyorganization (CSO) empower the community to be able on knowing theirwater issues and how to report and solve it together with waterservice provider. And the last is council and media, which havesightseeing function on improving public service performance.

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Figure 1. Stakeholder roles in water, sanitation and hygiene (WASH)

public service improvement

5. Lessons Learned

We identified at least two main insights of the program, namelyCollaborative engagement to develop two ways solution betweencommunity and key stakeholders and Fostering multi dashboard systemon water service to Improve Service and Joint Supervision.

a) Collaborative engagement to develop two ways solution between communityand key stakeholders

Indonesia WATER SMS in Malang has three players on engagement todevelop system on water access and services are community andstakeholder actor, strong commitment of key stakeholder, open newchannel for a highly accessible communication and collaborativeengagement among stakeholder.

First, community and stakeholder actors involved in the process arecommunity leaders, Local Water Company or Perusahaan Daerah AirMinum (PDAM) Kota Malang leader, Drinking Water User Association orHimpunan Penduduk Pengguna Air Minum (HIPPAM), Health Agency or

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Dinas Kesehatan (DinKes), Civil Society Organisation (CSO) in KotaMalang. Community leaders as community representative are activeparticipate in every step of engaging forum. They are critical inopen the service provider point of view to see what kinds of issuescommunity faces and how to respond it. What makes it interestinglyare there is no correlation between ages, sex, level of education,education background, economic status to the success of program.There is a leader with low education in Blimbing Community Center.He even has not passed his elementary school but he can show goodleadership to represent his community and well knowledge about hisenvironment, particularly in water services. He is one communitymember who actively involved in Sub-district Community EmpoweringInstitution or Lembaga Pemberdayaan Masyarakat Kelurahan (LPMK) Hisposition as leader or part of vocal institution or has correlationwith political leader, also can affect to how the stakeholder, inthis case PDAM, will respond to their information or complaint.However, the activity and its role in society that makes themimportant and can be heard by many people. Their role incommunicating and disseminating the program, as well as the benefitsof its use becomes more attention and be heard by the public. Thecommunity leaders are also able to deliver the main critical issuesin water service such as water access and services, in-transparencyin billing information (no charging fee detailed), low complaintrespond, etc. Meanwhile, actors involved from PDAM, HIPPAM, DinKes,CSO who are most of them come from top level management, it makesthe process easier to be delivered to their institution, how thesystem would be developed and implemented with their role. Personswho are respected in their institution will be heard and can givehuge impact on improving communication to the success of thedevelopment of system.

Second player, key stakeholder commitment given by each stakeholderto participate and actively involved in each step is strong,specifically from PDAM. PDAM’s commitment built through specificapproaching to Local Secretary of Kota Malang and top levelmanagement of PDAM Kota Malang. Growth of commitment fromstakeholder, specifically PDAM, increases. It shown on how PDAMtransfer the information from management for developing the system,which is connect to their database. Also, it shown on how thecustomer relationship division communicates and delivers the reportto work other section to solve the problems with a quick respond.Beside that, the Information Management System or Sistem ManajemenInformation (SIM) PDAM Kota Malang, suggest giving them access for

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future development. This commitment comes as PDAM Kota Malangrealizes that this system is very beneficial for the institution torespond to its customers. For example, leakage problem, because PDAMKota Malang are profit institution, then it certainly will minimizethe risk of production in serving customers. With the ease of this,the community reported a leak just by SMS, PDAM can immediatelyrespond quickly to make improvements so that the leak that resultedin losses can be reduced.

Third, open new channel for a highly accessible communication needto involve the stakeholder actors in one dialogue forum. Startingfrom learning session were conducted in community are the effectiveroom for community to submit their concern and issues in waterservices openly.

Previously there was no enough space for dialogue to engage thepublic to provide information openly and receive responses directly.Customer Forum of PDAM in Malang who becomes obligation PDAM to formit, today it was not exist to be a communication forum community,especially for customers with PDAM. It also happened when the forumconducted in a wide shape as MSD. Not only community and PDAM whoare involved, but other stakeholder like HIPPAM, Dinkes, and CSO,also involved and participate actively to discuss their concern incorrelation to PDAM services. This forum also opens thecommunication channel among stakeholder wider and deeper thanbefore. They speak louder and honest each other. It also teacheseach party to listen carefully and respond positively to produce acollective agreement.

And the last one, collaborative engagement among stakeholder to beagreed on issuing the problem happened in water services and how tosolve the problems for better services in the future. Supportingcollaboration and work in these informal networks is increasinglyimportant for organization competing on knowledge and an ability toinnovate and adapt (Rob Cross, 2011). Stakeholder involved werelistening each other to see what the other groups’ concern, how tosolve the problem and what the expectation to each group withoutinterrupting. At the beginning, in learning session the communitiesinform the water issues in purpose to provide the public withbalanced and objective information in understanding the problems,alternative and/or solutions. Also the stakeholder in FGD, informtheir concern as balanced information to what the information hasprovide by the community. Next process, through MSD, community andstakeholder were involved on two way discussion in purpose to obtain

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public feedback on analysis, alternative and/or decisions how theproblems will and can be solved, what kind of system are suit tosolve it. Third level of public impact is involving community andkey stakeholder to work directly with the public throughout theprocess to ensure that public concerns and aspirations areconsistently understood and considered. In IWSMS, community and keystakeholder, namely, PDAM, HIPPAM, DinKes and CSO were actively giveinformation and feedback to system is being built. They also testthe system to see how this system can help them to improve theirservices and role in giving appropriate information and respond tocommunity report. The higher level of public can be achieved by thisprogram is collaborative among stakeholder to solve problem in fieldby giving two way information and assistance among community andstakeholder.

In conclusion, four players: in IWSMS, community and stakeholderactors, commitment of key stakeholder, open new channel ofcommunication, and collaboration engagement are key to develop thetwo ways solution which can solve both side, community andstakeholders problems. Community and stakeholders actors’ selectionis becoming an important step and gives huge impact to whole programimplementation and system usage in the future implementation. Humancapacity, which is consists of skills, knowledge and abilities ofindividuals and social capacity, which the nature and strength ofrelationships and level of trust that exist between individuals can,increase level of public impact (IAP2, 2014). Trust among communityand stakeholders can optimize the open channel of communication forbalancing appropriate information. The strong commitment fromcommunity and key stakeholder also can improve collaboration processto seek and build the best solution based on their need andpriority.

b) Fostering multi dashboard system on water service to Improve Service andJoint Supervision

SMS AIR Malang built by developing the Ushahidi platform, providingmulti dashboard. These dashboards are managed by the main stakeholders,namely PDAM Malang, DinKes, HIPPAM and CSOs in improving services andsupervision together in the Water sector issues,. Dashboard developed forthe main stakeholders, adapted to the function and role of each so wokesynergy in ensuring the sustainability of the management and provision ofclean water for the community.

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Before the SMS AIR Malang system is applied in Kota Malang, PDAMKota Malang response to public complaints or reports submitted bytelephone felt less rapid and less informative. Services provided byPDAM Kota Malang have only SMS billing information, call centers,counters are located far from the suburbs so that people difficultto reach. In addition, people often claim, "passed fro" by officerswhen to submit a report. Disclosed that there is no space opencommunication between the community and service providers, responsehandling of complaints that are not transparent, and so forth. Inaccordance with the expectations of society, after theimplementation of the SMS AIR system in Kota Malang, servicesperformed by PDAM Kota Malang faster, and transparent in response toinformation and the handling of the report submitted by thecommunity, both customers and non-customers. In addition,information that can be delivered via SMS no longer just billinginformation, but also other information that is a major issue in thegood services to the general categorization method. SMS AIR systemalso makes community easier, cheaper and quicker to report theproblem. In this case, the service in PDAM Malang is increasing interms of responding to information, addressing complaints andresolving problems reported by the public. In addition, two-waycommunication tool between the service providers and the community.

In terms of monitoring, in addition to the CSO, the community alsobecame actors involved in monitoring the quality of service that isrun by PDAM Malang, HIPPAM, and DinKes. CSOs that are part of theactor, who fight for the rights of society and critical of theperformance of public services, have a role in assisting the publicand supervision of public bodies. With its role becomes one ofmanaging these system, CSOs can inform actively associateddevelopment of water service conditions of the work to the publicvia SMS system that is connected to the dashboard. Similarly, fromthe community, SMS AIR Malang system, it helps to know andparticipate in monitoring the quality of services provided by PDAMMalang, especially the service to respond to the complaint,information and / or reports regarding the condition of the waterservice.

6. External Challenges

In IWSMS Program, external challenges were faced in city leveldevelopment and implementation are; 1) Low of local governmentcommitment and support, 2) issues and systems developed, have not

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been a problem shared, 3) turn of the actors involved from eachparty, 4) Language and cultural differences between the developercommunity programs and pilot regions

First challenge faced on IWSMS is low of local government commitmentand support. The local government at the beginning of this projectimplementation has no enthusiasm in responding to its goals, whichare improving the services and accommodating issues concern on waterservices. Since this program will involve multi stakeholder tomanage the system in the future, it will need integrated managementand collaboration from each party. PDAM who the main actor toprovide water for community will take the most role in this system.As well as DinKes as one of agency has role to ensure the quality ofwater resource for community. Because of this system also involvenon government institution, such as HIPPAM and CSO, who will needsupport from government to enhance their role as government partnerto be together secure water services in Malang, it is important forlocal government involve, specifically in mentoring and funding. Ifthere is no involvement from local government with its regulationconcern in managing the system, it will cause ambiguity andconfusion who will maintenance the system, provide fund to pay costfor establishing the system continuesly. Beside that, the systemoutreach and usage internally and externally for making anintegrated planning in city to secure water services will not berealise.

Second challenge are issues and system developed have not been aproblem shared. Despite of, community and stakeholder have beeninvolved since the beginning of implementation of IWSMS, not all theissues feel by all community as a problem shared. This can be seenfrom the level of enthusiasm of each stakeholder. of PDAM Malang whorealized earlier, the development of this system would be beneficialto the institution, during system development, they can work wellwith informing the development needs of the system. However,stakeholders besides of PDAM Malang, showed little enthusiasm inensuring the system is built to optimize each role in the process ofsecuring water. DinKes considers only institution involved in themaintenance of the quality of fresh water resources in thecommunity. It is considered to be a concern of PDAM. In addition itwas shown at the time of the management system, the Health Office isone of the stakeholders who are not actively open their dashboardpage. Likewise with HIPPAM, they are not actively involved in theutilization of this system. They still use the complaint handling

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system directly received in the office HIPPAM. HIPPAM did notconduct ongoing outreach to the community its customers to optimizethe system to the attention of all along with the waterstakeholders. This can be caused by a number of people HIPPAMcustomers or the citizen is more to report to the of PDAM. Thus,both the Health Office or HIPPAM not optimize this system.

And the third challenge is turn of the actors involved. Changesactors involved from each party, as well as changes in management ofPDAM, DinKes, HIPPAM, CSO and community engagement process resultedin any communication between the system development process witheach and all parties hampered. With these changes, information, andagreements which are built into every process is not deliveredcompletely and become an ongoing follow-up joint. The agreement isoften disconnected from the present to the management personnel areauthorized to take an internal policy to follow up theimplementation of the program, for example, occurs when a change ofposition in of PDAM Malang which resulted in different personnelinvolved. Subsequent impact of changes in staff at the of PDAM causerepetition of information to re-provide insight.

The last one are Language and cultural differences between thedeveloper community programs and pilot regions. Language andcultural differences affect the process of system development. Thesystem will be implemented in Indonesia with Indonesian culturalbackground should be adapted to the culture and the mindset ofsystem development organizations from the United States. The processof communicating information submitted by stakeholders is oftenunderstood differently and takes a long time to be understood by thesystem developer to then poured into part of the system. Likewise,requests for information submitted by the developer to the mainstakeholders who will be involved as one of the managers of thesystem is not directly understood quickly by the stakeholders. Allthings related to differences in language and culture is a part thatinhibits the development and implementation of the system inaccordance with the agreed time. Development time beyond theoriginal schedule more than one semester resulted in saturation ofall stakeholders involved. Similarly, the level of stakeholderconfidence that this system will help them carry out their roledeclined. Likewise, the target of achieving the existence of 500information received from the public during the execution of threemonths is not reached.

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7. Recommendation

These programs are developing a system to improve public services,particularly in relation to access to communication and processingof data and information collection in the water sector, can bedeveloped to a greater extent or for other types of services. AIRSMS system can be developed by the municipality / district for otherpublic services, especially basic services in education, health,economy which require rapid response from the service provider.

In the framework of realizing highly access communication andgetting all the information track on the map, with the growing useof smartphones, IWSMS program also can be developed an applicationfor smartphone users. With this application, the ownership of thesystem together is easier and more widespread.

Finally, the development of this program in the future associatedwith a growing range of issues, such as transparency,accountability, participation and / or integrity. Thus, we can knowthe development of this instrument as one solution to improving thequality of services is correlated with increased integrity to berealized as an instrument that enhances the transparency andaccountability of service providers institutions and participationof other stakeholders.

IWSMS program implemented in areas that have differentcharacteristics geographically, culturally and others. With thedifferences in these characteristics, is expected to provideinformation other study the extent to which this system can beapplied in all regions in Indonesia. It can also be known whatbecame the standard in the platform and what it can be adapted tothe characteristics of the area and its people.

While related to the implementation of the Baseline Survey todetermine the initial conditions, not only examine matters relatingto the development of systems such as mobile phone user communitycharacteristics (gender, age, occupation and income), the categoryof customer and non-customer community, mobile phone ownership, typeof provider cellular network services, computer and internet access,conditions of water services, and others. It is important to gatherinformation about the actors who are involved in every process ofthe implementation of the program. It is to look at the correlationbetween involvement or participation of actors on each stakeholderto the successful implementation of the system. Does education, age,

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involvement in community organizations and so have an influence onthe success of the program and have a significant impact on thesustainability of the system implementation. Therefore, this programis about improving the quality of service, particularly with regardto the response and handling of complaints, information and / orreports submitted by the community (customers and non-customers) ofPDAM, HIPPAM, SKPDs related to the water sector, the data andinformation that is excavated in any process other than the meetingrelated to the issue or issues of drinking water and the factorsthat support for the categorization system to be built, as well asto collect data and information that is correlated with the rules,policies and procedures are becoming standard services. With thedigging of data and information relating to the regulation of theservice will be able to see the impact of the implementation of thesystem. Does it help of PDAM and / or HIPPAM to run servicesaccording to the procedure? Does it help of PDAM and / or HIPPAM toprovide rapid response to information, complaints or reportssubmitted by the community (customers and non-customers)? Is thissystem makes it easy for of PDAM / HIPPAM to respond to citizenreports?

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