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C-FAARM Help Desk

C-FAARM Help Desk. James Campbell Monitoring and Evaluation Coordinator March 30, 2011 ICT4 Development Conference Lusaka, Zambia. Introduction. James Campbell CRS Zambia Country Program Monitoring & Evaluation Coordinator. Project Background. Zambia MYAP

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C-FAARM Help Desk

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  1. C-FAARM Help Desk James Campbell Monitoring and Evaluation Coordinator March 30, 2011 ICT4 Development Conference Lusaka, Zambia

  2. Introduction • James Campbell • CRS Zambia Country Program • Monitoring & Evaluation Coordinator

  3. Project Background • Zambia MYAP • Agriculture, Nutrition, and Community Resiliency • Western Province in Zambia • Providing an opportunity for the community to address implementation issues and/or provide technical support and guidance • Limited staffing to cover a vast area, although there are a number of dead zones; most cost effective way to communicate with programming staff

  4. ICT Solution • What is your solution? Creation of a help desk to answer queries and provide guidance to program beneficiaries • Hardware / software / vendor? • -Hardware: Laptop; Modem; network connectivity ; sim card • -Software: Frontline SMS; a CRM system • What sort of technological support does it require? One programmer to modify the off-the shelf CRM program • What sort of staff support does it require? • -person(s) to manage the help desk; Technical leads to address queries and issues;

  5. Key Challenges • Finding a suitable Customer Relations Management (CRM) package; • Finding a phone that is fully compatible with Frontline SMS; • Devising a system for the beneficiaries with limited network coverage to communicate with the help desk

  6. Lessons Learned • What were the key lessons learned? -To effectively employ an ICT4D solution, you need a dedicated individual to manage the process • Which (if any) of the conference key messages are highlighted by the lessons learned?

  7. Sustainability • What are the sustainability issues for this solution? (In terms of capacity, support, cost, addressing need, etc.) • Hard to answer this question at the moment since the pilot is still in its infancy..again our biggest issue is the stage of the program when implementation has started (last 2 qtrs of program)

  8. Summary and Close • How would you like to summarize your presentation?

  9. Thank You!

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