Utawala — Landscape Governance Platform for Hakijamii
From concept note to roadmap to a working case management core for a three-country governance platform
The Challenge
Communities facing land, water, environmental and climate rights issues in Kenya, Uganda and Tanzania have to navigate more than 40 mandated institutions. Cases get lost between paralegals, counties, regulators and civil society, with no shared record of who owns what.
The Approach
For the Hakijamii NGO, I took the platform from concept note to implementation roadmap to build: five modules on shared services, delivered in phases, starting with a multi-channel case management engine. Cases arrive via web form, a WhatsApp assistant with retrieval over policy material, an embeddable widget, email, USSD/SMS and API, and are tracked in list, split and kanban views with SLA tiers, breach detection, per-country escalation rules and CSAT. Later modules cover a community portal, field operations, an institutional portal, an analytics hub and a policy tracker.
The Result
Hakijamii has a phased implementation roadmap and a working case management core that connects communities with the institutions responsible for their cases, designed from day one to run across three countries.
Deliverables
- Concept note and implementation roadmap
- Phased development plan (five modules, shared services)
- Multi-channel case intake including USSD/SMS
- SLA, escalation and CSAT engine
- WhatsApp assistant with retrieval over policy material
Tools Used
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