Using Automation and Chatbot Technology to Engage Communities and Improve Transparency and Accountability in the Textbook Supply Chain

• In Event: Roundtable Session (Monday II)
  In Refereed Round-Table Session: Educational technology and social accountability

Proposal

Ensuring that educational materials are delivered in the correct quantities to the schools they are intended for, and in a timely fashion, is a challenge in many countries. In Cambodia, research conducted by World Education (WEI) and John Snow, Inc. (JSI) highlighted a well-known picture of a textbook supply chain that is characterized by delay, inefficiency and inaccuracy at every stage. The result is that new textbooks do not arrive in time for the new school year, with a second delivery arriving considerably later, and deliveries rarely match requirements. In addition to impacting the quality of education, the loss of inventory and mismanagement of resources results in waste and inefficient spending. Materials can go astray at any stage in the delivery process, but without the availability of tracking information, officials do not know where they went missing or were lost in transit. To address this challenge, WEI and JSI designed Track and Trace (TnT), a technology solution that is designed to increase the visibility and efficiency of the textbook supply chain.

JSI and WEI has designed, piloted and launched the TnT tool across 400 schools in Cambodia and are working alongside the Ministry of Education, Youth & Sport (MoEYS) to ensure the technology simplifies processes, streamlines tasks and complements existing workflows. Chatbots are used by school administrators and community members to submit textbook projections and receipts, conduct spot checks in classrooms and receive notifications or ‘nudge’ reminders. The platform that the chatbot integrates with is Telegram – a local, widely-used messaging app in Cambodia. TnT users can get quick and consistent support on a platform they are familiar with and already use on a daily basis. District and warehouse staff use a smartphone application for packing and distribution and use barcodes for tracking orders. Central level staff use a web-based dashboard for monitoring performance. By harnessing automation, visual dashboards and a widely-used mobile messaging application, TnT greatly reduces the high costs associated with using SMS or IVR that surround many other Track and Trace platforms being piloted worldwide, while also enabling users to get real-time support without little to no wait time.

During this discussion, we will share preliminary results from the pilot, best practices on sustainability and insights on how the cost-effective tool can address similar challenges elsewhere. We will spotlight how TnT embodies and leverages the Principles of Digital Development in its collaboration with officials, educators and school-level stakeholders. TnT was designed with MoEYS in-country through a user-centered design process. From the preliminary feasibility assessment to field testing to implementation, TnT has involved the MoEYS at every step of the way and demonstrates its commitment to long-term sustainability through user-centered design, data-driven decision making and collaboration. During this discussion we encourage participants to share their experiences with textbook supply chains and consider how a similar technological solution might be applicable to their context.

Authors

• Sarah Ruth Andersson, JSI

• Estelle Day, World Education