How can we use digital solutions to improve service delivery? Co-developing a Digital Job Card App with Rehoboth, Namibia

UNITAC is currently engaged in a three-year project titled "Just transitions in vulnerable places - Digital solutions for more climate resilient informal areas in Namibia". This initiative aims to enhance the digital and data capacity of national and local governments in Namibia. One of the project’s primary objectives is to work with towns, such as Rehoboth, Rundu, Helao Nafidi, Opuwo, and the City of Windhoek and support them with data-driven decision-making and the implementation of innovative digital solutions.

Ideation phase

Through ongoing dialogue and collaborative brainstorming sessions, we identified Rehoboth's digital and data needs, particularly the demand for an integrated data management system. To further refine this concept, the UNITAC team organized a full-day ideation workshop with colleagues from Rehoboth Town Council in April 2024, employing a design thinking approach. The event included training on data governance, brainstorming sessions to review user stories and requirements, and paper prototyping sessions. Through these activities, we detailed the concept of a digital information management system to address the lack of standardized job cards, and the challenges associated with paper-based data management across different offices.

Digital Job Card App

To address these challenges, we are developing a Digital Job Card application. This tool, currently being piloted with Rehoboth Town Council, aims to optimize workflows by digitalizing paper-based business processes. The application is designed for use by technical staff and managers of local authorities, functioning as both a web and mobile application with online and offline capabilities. It allows for the creation of job cards for various tasks such as water meter readings, water connections, and building inspections. The collected data can then be used for monitoring processes, data management, analysis, and visualization, ultimately improving information accessibility and evidence-based decision making.

Image: The mobile app can be used by technical staff in the field to report different issues, e.g. create job card on water meter readings, buildings inspection etc. If the data collection process is digitalized and standardized, a data dashboard can be created to support reporting and decision-making. (Credits: UNITAC)

User testing

In August 2024, we conducted our first round of user testing for the Digital Job Card App. The session was structured in three parts: a demonstration and presentation of the application, hands-on field testing in Rehoboth, and a feedback session. Participants had the opportunity to use the application in real-world scenarios, capturing issues in designated areas around Rehoboth. The practical experience provided valuable insights into the application's functionality and areas for improvement.

Feedback from the Rehoboth team was generally positive, with users appreciating the application's interface. They also provided constructive suggestions for enhancements, including adding fields for job start and end times, implementing automatic ID number assignments, and making photo uploads mandatory for job completion. These suggestions are being considered for incorporation in future iterations of the application.