Enhancing Transparency and Effectiveness of Innovations in FCV Settings
The Geo-Enabling Initiative for Monitoring and Supervision (GEMS) at the World Bank supports governments in improving the transparency and accountability of development projects in contexts with limited physical access due to situations of Fragility and Conflict, and Violence (FCV), as well as due to the COVID-19 pandemic. To accomplish this, GEMS support the creation of locally-owned and sustainable data collection and analysis systems that work effectively in low-capacity and low-resource environments. In order to systematically enhance direct engagement with citizens in such contexts, the team aimed to develop a digital tool and method to gather structured feedback from local populations living in areas without internet penetration. Therefore, the GEMS team approached The Cal Poly Digital Transformation Hub (DxHub) powered by Amazon Web Services (AWS) to develop an innovative way to integrate low-tech data collection tools at the front-end with advanced analytical functions at the back-
Innovation in Action
For the call-based solution, the team turned to an Interactive Voice Response (IVR) platform using AWS Connect. AWS Connect allowed the team to quickly design a phone call response tool that is capable of processing multiple languages and offers customizable workflows to prompt the beneficiary appropriately given a previous response. The audio is then pushed to AWS Kinesis to allow AWS Transcribe to convert the spoken word to text. These interactions are written to a DynamoDB table for analysis. In parallel, the team developed a ChatBot to interact with citizens that had access to SMS capability. The Twillio voice API is used to send responses to AWS API Gateway which consumes messages and pushes them to an AWS RDS MySQL database. To help aggregate the data from both systems, a python program was written to pull
data from DynamoDB and MySQL into a near real-time dashboard for analysts to consume.