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Creating Value for the Poor with Lean IT by Dr. Khuloud Odeh
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Transcript of Creating Value for the Poor with Lean IT by Dr. Khuloud Odeh
Copyright © Institut Lean France 2013
3 & 4 October, 2013 Paris, France
European Lean IT Summit 2013
Reaching the “Last Mile” of Poverty:
Creating Value for the Poor with Lean IT
Dr. Khuloud Odeh – Grameen Foundation
Reaching the “Last Mile” of Poverty: Creating Value for the Poor with
Lean IT
Khuloud Odeh Steve Bell Lean IT Summit 3 &4 October, 2013
Paris, France
7 Billion people, 27% live in absolute poverty, 1 billion live on less than
$1.25 a day, and more than 3 billion live on less than 2.50 a day
22,000 children die each day due to poverty (UNICEF)
2.2 billion children in the world, 1 billion in poverty..every second child
Rural areas account for 3 in every 4 people living on less than $1.0 a
day
The poorest children are most likely to be out of school (UN MDG 2013 Report)
Global Poverty
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5
Our Heritage
Nobel Laureate Muhammad Yunus
Nobel Laureate Prof. Muhammad Yunus and Grameen Bank;
launched Grameen Telecom in 1997
Began microfinance work in 1976 after beginning in agriculture;
launched Grameen Bank in 1983 and other Grameen
organizations over time
Gave $6,000 grant to launch
the Foundation in 1997 and served on board for 12 years
Today, we are a world-class team of professionals, partners and
volunteers who are committed to freeing the world from abject poverty.
Grameen Foundation by the Numbers
$225 Million in local currency
leveraged through Growth Guarantees
program to support microfinance in 13
countries.
1.2 Million new borrowers have
received microloans via our Growth
Guarantees program.
9.4 Million of the world’s poor helped
by our MFI partners.
200,000 poor, rural farmers helped by
over 1,100 CKWs in Uganda.
6
90% of people earning <$1.25/day are
covered by the 200 institutions around the
globe using the PPI.
1.2 Million customers served by
12,000+ micro-entrepreneurs through
Mobile Micro-franchising in Indonesia.
22% increase in crop prices earned by
farmers with access to a CKW.
43% of the farmers we can reach are
‘very poor’, helped by 35% of our CKWs
being women serving women
20,000 women enrolled in the MoTeCh
maternal and infant health information
service in Ghana
100,000 hours contributed by more
than 700 volunteers in 600 projects
worldwide (worth $5.5 million)
Challenges Faced By The Poor
Lack of essential
and actionable
information
Inability to tolerate
shocks and
manage risks
Insufficient &
inconsistent
income
Needs are
not understood &
sub-par services
are delivered
7
Financial Services
Provide appropriate, innovative products to
manage household cash flows and risk
Information Services
Build two way flows of trusted, actionable information (esp. agriculture and health)
Tools and Insights for Anti-poverty Orgs
Mobile-based management and poverty
measurement tools, skilled volunteers and human capital resources
Progress out of Poverty Index® (PPI®)
MEASURE Poverty Outreach
TRACK Poverty Over Time
ASSESS Social Performance
A poverty measurement tool for
organizations with a mission to
serve the poor
10 easy-to-answer questions and a
scoring system
Provides the likelihood that the
survey respondent’s household is
living below the poverty line
Country-specific; there are PPIs for
46 countries
www.progressoutofpoverty.org
Rural poor have limited income
opportunities and lack of access to
quality healthcare and financial
services
Leader in IT and Mobile Development
(ICT4D) serving the poor
9
World’s population
living within reach
of mobile signal 80%
Opportunity with Mobile Technology
# Employees by Office
US Based
Program and
Support Staff
Colombia: mAg
& Financial
Services
Ghana:
mHealth Kenya: mAg
& Financial
Services
Uganda: mAg
& Financial
Services
Indonesia:
Financial
Services
India: mHealth
& Financial
Services
10
Philippines:
Financial
Services
Cote d’Ivoire:
mAg Guatemala:
mAg
Grameen Foundation Mobile Tech Efforts
Connecting the World’s Poor..
The CIO Challenge @ GF
To strategically “leverage IT” at GF to enable the poor, especially the
poorest, to create a world without poverty
How to transform IT to support a technology innovative, dynamic, mission-
driven, global organization
How to Support 200 plus staff across the globe with scarce resources
available (2 IT team members and a small budget)
To enable productivity, mobility and flexibility in challenging work environment
in terms of connectivity and IT infrastructure
HOW to: Connect .. Deliver.. Innovate
Four Levels of Leverage
• IT and mobile solutions development and Tools
• program management
• Impact Assessment reporting
• Donor Management
• fund raising
• Business development
• IT Infrastructure
• Keeping the lights on
• User productivity GF User-
facing
Donor/ External
User-facing
Poor-facing
Programs and
Regions-facing
Commodity/ Service Technology
Added-value Technology
Strategies for leveraging IT@GF
• Strategies:
• Pilot
• Build solutions
• Improve and scale
• Strategies:
• Connect
• Deliver
• Measure
• Strategies:
• Buy/ subscribe for service applications
• cooperate / share solutions with other NGOs
• Strategies:
• outsource
• Drive cost out
GF User-facing
Donor/ External
User-facing
Poor-facing
Programs and
Regions-facing
Outsourced/ managed/
Cloud-based
Salesforce CRM
PPI, KM, M&E, PM
ICT4D
Strategy Priority Action
• Strategies:
• outsource
• Drive cost out
User-facing
Outsourced/ managed/
Cloud-based
- IT Services Stability - Connectivity - Telecommunication - Lean/Infrastructure-less - Go Local - Simplify and streamline processes (Automated and self-service) - Drop complex/under utilized systems - Move to service-based models (cloud) - Standardize (what matters) - User-centric - Mobility & productivity - Smart Asset Management
Actions: - Google Apps - Box - Managed Support
Strategy Priority Action
• Strategies:
• Buy/ subscribe for service applications
• cooperate / share solutions with other NGOs
Donor/ External
User-facing
CRM Priorities -Single source of truth - Visibility and access to information on key donors and partners relationships - Transparency - Ability to tell our story - Sharing information and collaboration with partners
Actions - Salesforce.com CRM - AffinaQuest Fundraising Mgt - Volunteer Management System
• Strategies:
• Connect:
• Deliver
• measure
Programs and
Regions-facing
PPI, KM, M&E, PM
Priorities -Effective programs management (PM) - Global and Regional communication - Impact Monitoring and Evaluation (M&E) - Knowledge Management (Feedback loops and capturing lessons learned)
Actions: - Salesforce Phase II -Upgrade connectivity - standard cloud based PM tool - Training- Capacity Building - InterCall International plan
Strategy Priority Action
• Strategies:
• Pilot
• Build solutions
• Improve and scale
Poor-facing
ICT4D
Priorities - ICT4D Thought Leadership - Innovative use of Technology - Tech skills development -Collaboration among technology development
Actions - NetHope membership - Field Force Innovation - technology collaboration group (Tech_Collab)
Strategy Priority Action
In the midst of the IT
Transformation I got
introduced to… LEAN IT
and the Lean4NGO
community!!
Steve Bell
The Value I saw in Lean IT
Integrate IT capabilities with business processes,
products and services
Bring operational excellence to our innovative and
agile approach in leveraging IT in the four levels
Help identify problems, guide improvement and
increase value delivery of the cloud-based and
outsourced IT systems and services
2011: Demonstrating the Value of Lean IT
“Lean Leadership” workshop (pro-bono from Steve Bell) to
introduce Lean to leaders of the support services groups: HR, IT,
Operations, and Finance
New Hire On-Boarding Process was selected as the case study
process for the workshop
Results
• Significantly improved process (still running smoothly till today)
• Training of support services leadership and an in-house resource to
lead the improvement of other processes
In 2012: Slower Adoption Why
- Organization Leadership Restructure
- Revised organization strategy
- Value of Lean IT in program delivery and solutions for the
poor was not demonstrated
- Technology Development work was program (budget)-
driven and not coordinated
Impact on IT - Delayed strategic leverage of IT capability in the programs-facing and poor-facing levels
In 2013: new opportunity
A challenge faced by the Community
Knowledge Worker (CKW) technology
program in Uganda presented a new
opportunity for demonstrating the value of
Lean IT in programs that create value directly for the Poor
What is the CKW Program ?
Ask Me About Farming !
Community Knowledge Worker (CKW)
- Launched in Uganda in 2009 with support from Bill
and Melinda Gates Foundation
- Addresses the “Last Mile” challenge for
Agriculture Extension Services by combining
mobile technology and human networks
- Help smallholder farmers get accurate, timely
information to improve their farming and
livelihoods.
Android Apps SMS + USSD (178)
Call Center (178)
CKWs Farmers
Production Cloud Server (1)
Local + MTN Test/Backup Servers (7)
MTN Mobile Network
Project Management Cloud Server (1)
Salesforce Production
Farmer management
Poverty scorecard
Survey management
Bulk messaging
CKW + farmer groups
Handset + simcard control
CKW management Content Management System
Call center & case management
Dashboards
Reporting Performance tracking
Custom applications
Radio
Expert, local databases
Progress out of Poverty Index® data collection embedded
Partnerships at all levels
Adoptable information & services
CKW Program Impact ! 2009/10 2011/12 Change
Best Practice Crop Spacing (No CKW) 28% 39% 11%
Best Practice Crop Spacing (CKW) 41% 79% 38%
Best Practice Fertilizer Use (No CKW) 32% 33% 1%
Best Practice Fertilizer Use (CKW) 42% 73% 31%
Price Received by Farmers for Maize (No
CKW)
354 UGX/kg 495 UGX/kg 40% increase
Price Received by Farmers for Maize
(CKW)
354 UGX/kg 721 UGX/kg 103% increase
Lessons learned from CKW
Understand the customer
29
Data can improve outcomes
Design for scale
Build the business case
Information alone is not enough
Behavior Change vs. Info Increase
To create value for the poor
The CKW Challenge
- Scale and Replicate CKW (immediate need in Cote’d’Ivoire )
-Delivery of mobile financial services through
the CKW channel
- Attract and sustain funding
Requires
Document Standard Operating Procedures (SOP)
Identify and Improve Key Processes
Capture Best Practices
Demonstrating the Value of Lean IT in Programs
June 2013: “Lean Leadership”
workshop (pro-bono from Steve and
Karen Bell) to introduce Lean to CKW
program leadership and teams
• CKW program teams
• Mobile Financial Services
Product Design and Development
Service Delivery
Content Development and Analysis
Customer Care
The Lean Journey with CKW
Day1: Walking in the shoes of a CKW
Day2: Introduction to Lean and visual
management tools - Kanban
Day3: Process Value Stream Mapping & Scrum
Overview
Day4: Priorities
Day5: Action Plan & Celebration
Day 1: Walking in the shoes of a CKW
Destination:
Masindi District 200KM from Kampala
Challenges
- Connectivity
- Phone Maintenance
- Weather info
- Content Update
- Farmers expectations
- Transportation and Distances
- Financial Support
- Culture - Value of info Trust .. Leadership.. Self Organization..
Day 2: Workshop Kick Off
Why we are here:
- Scale CKW
- Improve CKW framework to deliver Mobile
Financial Services ( and other future extension
service)
Obstacles as seen by the teams
Long meetings, Communication, Change in way of
thinking, Continuity of program, Resources,
Training, budgets
Visual Management Tools
Kanbans
Day 3: Value Stream Mapping &
Scrum The Chaos before improvement
Process Mapping:
Partner/District Startup
Sustaining Operations
Country/ Expert Startup
Scrum
Product design and development
team (Android and Salesforce)
Day 4: Process Mapping and Priorities
- New Country Startup Process
(Preparing for CKW Cote’d’Ivoire)
-Solutions Workshop Process
- Procurement and Phone Maintenance
Process
Day 5: Action Plan, Report Out, and
Celebration
- Solutions Workshop (partner/district startup)
SOP
- Daily Stand up Meetings
- Lean Coach in Training: Charles Wanume
- Scrum Master: Eric Kamara
- Steve & Karen Bell continue to coach
-Kanban: individuals and teams
- Start utilizing A3 Problem solving
- CKW Fellow: Lean/ Agile/ Scrum
Impact in 5 months
“'We began our lean transformation 5 months ago. Since the implementation of
Kanbans, scrums/agile, root cause problem solving and value stream mapping, I
have seen the organization's walls coming down and the collective consciousness
rising. We are starting to celebrate problem solving and we are proactively helping
colleagues to unblock flow. But most importantly, we are experiencing a renewed
focus on creating value for the world's poor.'“ Sean Krepp
Country and CKW Program Director
Grameen Foundation Uganda
Value of Lean IT is recognized by Leadership now !
Lean@GF Community
Socializing Lean through Salesforce chatter group community of practice
Next: Organization Lean Transformation
40
- Roadmap for Leveraging IT capability in
programs-facing and poor-facing is resumed:
- IT will champion Lean Transformation Initiative
through programs and organization at large
- Applying Lean IT in data strategy, big data and
business intelligence initiative
How You Can Engage?
- Share with me your organization “Lean Transformation” experience
- Join Grameen Foundation Skillanthropy Volunteers Community of over 5000
members at BankersWithoutBorders.com
- Consider becoming the next “Lean Fellow” with one of our programs
- Visit Lean4NGO.org and join the LinkedIn group
- Find an NGO where you can help – make them a pro bono member of your
client portfolio
- Talk to a Lean Enterprise about making Lean Coaching part of CSR efforts
Become a Lean IT Community Knowledge Worker, and I will ask you
about Lean!
THANK YOU
Copyright © Institut Lean France 2013
3 & 4 October, 2013 Paris, France
More Lean IT videos and presentations on www.lean-it-summit.com