Module 1: «Basics of ICT»

Brief information about the technical background of ICT and about common challenges in the water sector. For some of these challenges, the use of ICT can be helpful. This module gives also a short outlook on the economic side and on the implications, ICT may have on planing and administration of water infrastructure:

• Lesson 1: ICT for the Water Sector;
  [Introduces the term ICT and discussed the impacts mobile accessibility can have. ICT can bring enormous improvements for the Water Sector, but it is clearly not a miracle. One important part of this lesson is therefore to define what this course can do for you (and what it doesn’t)]
• Lesson 2: Challenges & ICT;
  [This lesson gives a brief overview on some of the challenges, water utilities have to face and how ICT can be of help to deal with these. Among others, problems like Non-Revenue Water, Asset-Management, preventing illegal consume and fraud are mentioned] 
• Lesson 3: Technical Background;
  [The history of mobile phones is briefly introduced. How can mobile devices communicate with each other? A functioning ICT-system delivers a huge amount of data from the users to the service utility. To offer their users a sufficient service and to deliver the fundament for future decisions on the political level, the utility will have to interpret these data]  
• Lesson 4: Mobile Standards & Apps;
  [The terms 3G, UMTS, LTE... are explained. What is the difference between WLAN, WiFi and a mobile network? What are «Apps» and why are they needed for mobile phones?] 
• Lesson 5: ICT Business Models;
  [This lesson discusses briefly the opportunity to create new jobs both in the formal and in the informal employment sector. Depending on the grade of implementation, ICT maybe an additional cost-factor for the utilities. Does the benefit brought by the use of ICT compensate these additional costs?]
• Lesson 6: ICT & Governance.
  [The final lesson of module 1 discusses how data raised by ICT and interpreted by the water utility or the regulator can have certain implications on a society. The terms Transparency, Accountability and Participation are examined and brought into relation with practical examples of the use of ICT]

Module 2: «Requirements»

The lessons in this module give an overview on the devices with are needed on the side of the customers and on the side of a utility or an authority. It is not enough to collect data – they also have to be processed with the help of databases. The results have implications not only on the technical side but also on the political side of water services:

• Lesson 1: Devices (Hardware);
  [This lesson briefly introduces use and costs of devices such as Desktops, Laptops, Tablets, Phones and Remote sensors]
• Lesson 2: Software;
  [The lesson gives an overview on the software components which can be used an to capture, process, and to interpret data]
• Lesson 3: Services;
  [What are the ways and the communication channels in which customers and utilities get into contact? Some fields of ICT (e.g. Meter Reading, Emergency Alerts, Customer care, et.al.) and the ways how to get into contact (Website, e-mail, Social Media) are briefly mentioned and explained]
• Lesson 4: Human Resources;
  [What are the additional knowledges, the staff on the utilities side should have to handle incoming requests and to react properly? What are new functions and jobs that have to be created?]
• Lesson 5: Databases, Reports & Evaluation.
  [This lesson want to highlight the way to inform an administration/supervision body about the additional data raised with the help of their customers and by ICT. The most important elements, an official report should contain, is also given]

Module 3: «How to make good use of ICT»

The lessons in this module give short examples on how ICT can be applied. Not only the communication between utilities and their customers is highlighted – some examples are also given on how to improve the workflow within the utility itself with the help of ICT:

• Lesson 1: The Utility Side;
  [The most common fields in which customers might benefit when their service provider intensifies the use of ICT are repeated here once again: Meter reading, Supervision of Water Quality and Customer Care]
• Lesson 2: The Customer Side;
  [Also the utility benefits a lot when their customers interact and deliver service details. This lesson mentions among others Self-Metering, Alerts and Issue-Reporting and Online-Payment] 
• Lesson 3: Workflow-Improvement
  [There are possible additional benefits for a utility which implements ICT. This lesson mentions the most important ones: Asset Management, NRW-Management, Project Management, etc.]

Module 4: «How to set up ICT in practice»

This module offers some examples for more or less complete systems. Based on a certain demand, the requirements on both the hard/software side as well as the implications for the utilities staff are listed. The module finishes with a list of criteria for a decision for or against certain hard- and software components:

• Lesson 1: Meter reading & Billing system 
• Lesson 2: Asset management system
• Lesson 3: Water quality – measurement & supervision
• Lesson 4: Costumer care & Trouble-shooting systems
• Lesson 5: ICT from planning to implementation
• Lesson 6: Decision on Hard- & Software

Module 5: «Cases and practical experiences»

Some brief examples are introduced on how ICT was implemented for the water sector in the past. Scenarios does include examples from Africa and also from Asia and Europe:

• Lesson 1: «Lessons Learnt» from other sectors
• Lesson 2: Kenya – m-Pesa water payments
• Lesson 3: India – NextDrop
• Lesson 5: Nairobi – Maji Voice
• Lesson 6: Maji Matone – a cautionary tale from Tanzania  
• Lesson 7: AkvoFlow
• Lesson 8: Senegal/Mali/Niger/Bénin – mWater
• Lesson 9: Case study from Germany

Module 6: «Capacity Building»

What are the demands for the utilities staff involved into the introduction of ICT-based management and service techniques? What do they need to know? The module finishes the course with an overview on how to identify possible knowledge gaps and how to implement a TNA (Training Needs Assessment) strategy. A brief overview on possible training formats is given:

• Lesson 1: Stakeholder identification and integration
• Lesson 2: Knowledge Needs Assessment
• Lesson 3: Design & implementation of training manuals 
• Lesson 4: Training Visits & Study Tours
• Lesson 5: Virtual «community in practice» for project continuity
• Lesson 6: eLearning courses & modalities 
• Lesson 7: Importance of Awareness-Raising