Explanation of SMS Grievance System & Components for DWO’s David Shirley September 26 th

Overview  All participation in this project is on a voluntary basis. Domestic Workers can decide if they choose to participate in receiving SMS or send a grievance.  The system will use a combination of modems, SIM cards, software (called SMS Gateway) and a computer to send the messages.  Improving the communication efficiency will ensure the domestic workers are made aware of a range of issues which will benefit them in the workplace and improving their quality of living.

Key Features (3 Parts)  1. Broadcast SMS to Domestic Workers  2. SMS grievance system allowing domestic workers to enter into a dialogue with the receiving end, through which information and supports such as legal supports etc. can be provided.  3. On-demand Information through two ways i)SMS Menu ii)Phone Application

1, Broadcast Messaging  Send a generic message to all domestic workers based on a template / scheduled messages.  DWO’s can send thousands of SMS to go at a particular date & time, or setup recurring campaigns.  The proposed system will be able to send scheduled messages to groups of workers according to geographic locations or other groups.  These groups will then also be linked to a database of phone numbers.  The SMS’s will be sent through multiple providers, Telkomsel, XL, Indosat etc., so it is cost efficient. E.g 1000 SMS = Rp 2,000

 These messages can be scheduled or ad hoc.  DWO’s will be able to reach all subscribed domestic workers in a cost efficient, timely and effective approach, thus improving the communication gap.  The system will assist in transferring of knowledge to a wider selected target audience of workers as a cost efficient and time productive approach.  Additional recipients can be added to the database and workers distribution list, either by i)The user adding their numbers manually or; ii)using a self-registration SMS feature. This feature will allow domestic workers to ‘opt-in’ and start receiving the SMS, e.g by typing the word “join” and sending it to the prescribed phone number.

Broadcast SMS - diagram

Broadcast SMS – User interface sample (via website)

Expected Results & Benefits  Promoting education and knowledge learning to domestic workers  Proactively informing domestic workers on current issues, can be used to develop their skills,  Topics could include: Health and Education, Nutrition, Financial Literacy, HIV/AIDS, Rights and Entitlements, and other issues related to improving personal wellbeing.

2. SMS grievance system  Using the same system as Broadcasting SMS – except in reverse  The domestic worker sends an SMS message from a mobile phone to the designated phone number; which is then received and sorted by the computer.  This message is received by a modem attached to the computer. The computer runs SMS gateway software. The software controls the modem, thus being able to send and receive SMS messages and converting to this to an that can be forwarded DWO’s on a monthly basis as a report.  This facility is available using a 'Keyword' as identifier of all messages. The Keyword can customize reports contents based on DWO’s needs for assessing data.

Filtration System  The grievances can be filtered and distributed according to keywords sent via SMS E.g., issues such as ‘verbal abuse’ or ‘physical abuse’ and all related keywords can be sent with high priority to designated recipients to action.  Furthermore, domestic workers can receive SMS replies that can be instructed to send an automatic response to reassure the domestic worker that the grievance was received. The response can give the domestic worker further follow-up information such as a crisis hotline, counseling services, etc.,

Grievance System- diagram

Sample Reports

Expected Results & Benefits  Domestic Workers can send grievances through an anonymous system.  Increased awareness among the workers about the ability to voice concerns and grievances.  DWO’s can be proactively informed on emerging issues.  Filtration system can categorize grievances based on severity and regularity.  Domestic Workers are able to send their grievances in a cost-efficient approach.

3. On-Demand Information  Utilizing the same system, workers can retrieve information via SMS on request. This will enable the services offered to become a ‘push and pull’ system.  DWO’s can socialize information on request to domestic workers.  This approach will improve proper understanding of what domestic workers are eligible for as part of their employment benefits  The system will then accept incoming requests and return the requested values. E.g., SMS “info” to a number, will return a list of commands for further information. Then typing in “1” for example will give them a list of minimum wage entitlements and so on.

SMS Menu / Phone App  For more advanced phones, a phone app will be available for download with the same information if the domestic worker has internet access  Based on the primary research, this will target a growing base of approximately 20% of domestic workers.  The remaining 80% can retrieve information via SMS commands

On Demand - diagram

Sample ILO (Better Work) App

Expected Results & Benefits  Information on demand, e.g. access to minimum wage entitlements, health contacts, hiv/aids, counseling, etc.,  Improved educational opportunities and awareness  Unlimited resources made available through the phone application (if using smart phones) to improve knowledge and education, videos, images, etc.,

Summary  One DWO SMS System can be utilized for 3 Features on any mobile phone  1. Broadcasting SMS (Outgoing)  2. Grievance SMS (Incoming)  3. SMS Menu (Incoming and Outgoing)  Plus a phone application to provide improved features / resources available on the SMS Menu ‘if’ domestic workers have a smart phone.

DWO Users can:  Broadcast SMS on any topic to domestic workers  Receive monthly reports via on grievances  Receive instant ‘high risk’ SMS/ if ‘keyword’ is found  Contribute to phone app / SMS menu information made available to domestic workers

Domestic Workers can:  Receive broadcast SMS on knowledge sharing  Send SMS grievances / receive feedback  Request on demand information via 2 ways: 1.SMS Menu (basic phones) 2.Phone App (smart phones)