End-to-End Services Kentaro Toyama, PhD Assistant Managing Director Microsoft Research India 4 th Convention of the National Alliance for Mission 2007 New Delhi – August 2, 2007

Microsoft Research India Established January, 2005 Goals –World-class academic research –Contributions to Microsoft products and businesses –Support growth of research programs in India and elsewhere Six research areas –Cryptography, Security, and Algorithms –Digital Geographics –Mobility, Networks, and Systems –Multilingual Systems –Rigorous Software Engineering –Technology for Emerging Markets Collaborations with government, academia, industry, and NGOs Microsoft Research India Sadashivnagar, Bangalore

Kiosk Research Rural kiosks and telecentres: Ethnographic studies –200+ site visits in India and Africa, over 2.5 years –~550 hours of in-depth interviews, both open-ended and structured Interviews with kiosk agencies –20+ organizations –Small NGOs, start-up firms, MNCs, state governments, academics Kiosk surveys –300 kiosks, 2 years, once per quarter, 5 customers, 1 operator per kiosk, n- Logue and Drishtee [w/Kiri et al.] –1250 people, single survey, Kerala [w/Pal et al.] Results from software logging tool –13 kiosks in Maharashtra Discussions with third-party observers Literature in journals, books, web sites, whitepapers

What does End-to-End mean? knowledge source knowledge digitization knowledge server knowledge client knowledge mediator knowledge beneficiary connectivity physical transport physical centre URBANRURAL

e-Government government digitization government datacenter village PC mediator citizen connectivity URBANRURAL official documents

Telemedicine doctor VTC client VTC client healthcare worker patient connectivity hospital physical transport URBANRURAL

Education master teacher content capture content database rural PC teacher student connectivity URBANRURAL teacher training

Agriculture agriculture expert digitization agri-info server knowledge client (extension worker) farmer connectivity harvest transport market URBANRURAL

Rural ICT? knowledge source knowledge digitization knowledge server knowledge client knowledge mediator knowledge beneficiary connectivity physical transport physical centre URBANRURAL This is not easy. But, it’s not the difficult part!!! Challenges: capital costs operational costs power/connectivity infrastructure good location etc.

“Content” knowledge source knowledge digitization knowledge server knowledge client knowledge mediator knowledge beneficiary connectivity physical transport physical centre URBANRURAL Challenges: dedicated human expertise local language and content datacenter costs digitization effort and costs ongoing content maintenance etc.

“Capacity Building” knowledge source knowledge digitization knowledge server knowledge client knowledge mediator knowledge beneficiary connectivity physical transport physical centre URBANRURAL Challenges: basic education training ongoing training replacing those who leave costs for all of the above etc.

Supply Chain and Transport knowledge source knowledge digitization knowledge server knowledge client knowledge mediator knowledge beneficiary connectivity physical transport physical centre URBANRURAL Challenges: supply chain set-up road infrastructure routine transport cost of travel etc.

The End-to-End Challenge knowledge source knowledge digitization knowledge server knowledge client knowledge mediator knowledge beneficiary connectivity physical transport physical centre URBANRURAL End-to-end services are… geographically distributed human, physical, digital ongoing

Order of implementation? SourceServer Connect- ivity ClientMediatorTransportUser Governance Govern- ment Gov’t data center Connect- ivity Rural PCOperator Docu- ments Citizen HealthDoctor VTC client Connect- ivity VTC client Health worker Patients / medication Patient Education Master teacher Content repository Connect- ivity Class- room PC Teacher Student Micro- finance Bank / MFI Bank records Connect- ivity Rural client Loan officer CashBorrower AgricultureAgri expert Agri repository Connect- ivity Rural PC Extension worker Agri inputsFarmer

Rural, but disconnected… SourceServer Connect- ivity ClientMediatorTransportUser Governance Govern- ment Gov’t data center Connect- ivity Rural PCOperator Docu- ments Citizen HealthDoctor VTC client Connect- ivity VTC client Health worker Patients / medication Patient Education Master teacher Content repository Connect- ivity Class- room PC Teacher Student Micro- finance Bank / MFI Bank records Connect- ivity Rural client Loan officer CashBorrower AgricultureAgri expert Agri repository Connect- ivity Rural PC Extension worker Agri inputsFarmer

End-to-End Connects SourceServer Connect- ivity ClientMediatorTransportUser Governance Govern- ment Gov’t data center Connect- ivity Rural PCOperator Docu- ments Citizen HealthDoctor VTC client Connect- ivity VTC client Health worker Patients / medication Patient Education Master teacher Content repository Connect- ivity Class- room PC Teacher Student Micro- finance Bank / MFI Bank records Connect- ivity Rural client Loan officer CashBorrower AgricultureAgri expert Agri repository Connect- ivity Rural PC Extension worker Agri inputsFarmer The “digital divide” is not all digital!!!

Source Digitiza -tion ServerClient Mediat or Transpo rt User Governanc e Govern- ment digitiza- tion Gov’t data center Rural PC Operato r Docu- ments Citize n HealthDoctor digitiza- tion VTC client Health worker Patients / medicatio n Patien t Education Master teacher digitiza- tion Content reposito ry Class- room PC Teacher Stude nt Financial services Bank digitiza- tion Bank records Rural client Financi al officer Cash Custo m-er Agriculture Agri expert digitiza- tion Agri reposito ry Rural PC Extensi on worker Agri inputs Farme r Source Digitiza -tion ServerClient Mediat or Transpo rt User Governanc e Govern- ment digitiza- tion Gov’t data center Rural PC Operato r Docu- ments Citize n HealthDoctor digitiza- tion VTC client Health worker Patients / medicatio n Patien t Education Master teacher digitiza- tion Content reposito ry Class- room PC Teacher Stude nt Financial services Bank digitiza- tion Bank records Rural client Financi al officer Cash Custo m-er Agriculture Agri expert digitiza- tion Agri reposito ry Rural PC Extensi on worker Agri inputs Farme r Source Digitiza -tion ServerClient Mediat or Transpo rt User Governanc e Govern- ment digitiza- tion Gov’t data center Rural PC Operato r Docu- ments Citize n HealthDoctor digitiza- tion VTC client Health worker Patients / medicatio n Patien t Education Master teacher digitiza- tion Content reposito ry Class- room PC Teacher Stude nt Financial services Bank digitiza- tion Bank records Rural client Financi al officer Cash Custo m-er Agriculture Agri expert digitiza- tion Agri reposito ry Rural PC Extensi on worker Agri inputs Farme r Source Digitiza -tion ServerClient Mediat or Transpo rt User Governanc e Govern- ment digitiza- tion Gov’t data center Rural PC Operato r Docu- ments Citize n HealthDoctor digitiza- tion VTC client Health worker Patients / medicatio n Patien t Education Master teacher digitiza- tion Content reposito ry Class- room PC Teacher Stude nt Financial services Bank digitiza- tion Bank records Rural client Financi al officer Cash Custo m-er Agriculture Agri expert digitiza- tion Agri reposito ry Rural PC Extensi on worker Agri inputs Farme r Source Digitiza -tion ServerClient Mediat or Transpo rt User Governanc e Govern- ment digitiza- tion Gov’t data center Rural PC Operato r Docu- ments Citize n HealthDoctor digitiza- tion VTC client Health worker Patients / medicatio n Patien t Education Master teacher digitiza- tion Content reposito ry Class- room PC Teacher Stude nt Financial services Bank digitiza- tion Bank records Rural client Financi al officer Cash Custo m-er Agriculture Agri expert digitiza- tion Agri reposito ry Rural PC Extensi on worker Agri inputs Farme r Source Digitiza -tion ServerClient Mediat or Transpo rt User Governanc e Govern- ment digitiza- tion Gov’t data center Rural PC Operato r Docu- ments Citize n HealthDoctor digitiza- tion VTC client Health worker Patients / medicatio n Patien t Education Master teacher digitiza- tion Content reposito ry Class- room PC Teacher Stude nt Financial services Bank digitiza- tion Bank records Rural client Financi al officer Cash Custo m-er Agriculture Agri expert digitiza- tion Agri reposito ry Rural PC Extensi on worker Agri inputs Farme r Scale is Incremental Source Digitiza -tion ServerClient Mediat or Transpo rt User Governanc e Govern- ment digitiza- tion Gov’t data center Rural PC Operato r Docu- ments Citize n HealthDoctor digitiza- tion VTC client Health worker Patients / medicatio n Patien t Education Master teacher digitiza- tion Content reposito ry Class- room PC Teacher Stude nt Financial services Bank digitiza- tion Bank records Rural client Financi al officer Cash Custo m-er Agriculture Agri expert digitiza- tion Agri reposito ry Rural PC Extensi on worker Agri inputs Farme r Source Digitiza -tion ServerClient Mediat or Transpo rt User Governanc e Govern- ment digitiza- tion Gov’t data center Rural PC Operato r Docu- ments Citize n HealthDoctor digitiza- tion VTC client Health worker Patients / medicatio n Patien t Education Master teacher digitiza- tion Content reposito ry Class- room PC Teacher Stude nt Financial services Bank digitiza- tion Bank records Rural client Financi al officer Cash Custo m-er Agriculture Agri expert digitiza- tion Agri reposito ry Rural PC Extensi on worker Agri inputs Farme r Source Digitiza -tion ServerClient Mediat or Transpo rt User Governanc e Govern- ment digitiza- tion Gov’t data center Rural PC Operato r Docu- ments Citize n HealthDoctor digitiza- tion VTC client Health worker Patients / medicatio n Patien t Education Master teacher digitiza- tion Content reposito ry Class- room PC Teacher Stude nt Financial services Bank digitiza- tion Bank records Rural client Financi al officer Cash Custo m-er Agriculture Agri expert digitiza- tion Agri reposito ry Rural PC Extensi on worker Agri inputs Farme r Source Digitiza -tion ServerClient Mediat or Transpo rt User Governanc e Govern- ment digitiza- tion Gov’t data center Rural PC Operato r Docu- ments Citize n HealthDoctor digitiza- tion VTC client Health worker Patients / medicatio n Patien t Education Master teacher digitiza- tion Content reposito ry Class- room PC Teacher Stude nt Financial services Bank digitiza- tion Bank records Rural client Financi al officer Cash Custo m-er Agriculture Agri expert digitiza- tion Agri reposito ry Rural PC Extensi on worker Agri inputs Farme r Source Digitiza -tion ServerClient Mediat or Transpo rt User Governanc e Govern- ment digitiza- tion Gov’t data center Rural PC Operato r Docu- ments Citize n HealthDoctor digitiza- tion VTC client Health worker Patients / medicatio n Patien t Education Master teacher digitiza- tion Content reposito ry Class- room PC Teacher Stude nt Financial services Bank digitiza- tion Bank records Rural client Financi al officer Cash Custo m-er Agriculture Agri expert digitiza- tion Agri reposito ry Rural PC Extensi on worker Agri inputs Farme r Source Digitiza -tion ServerClient Mediat or Transpo rt User Governanc e Govern- ment digitiza- tion Gov’t data center Rural PC Operato r Docu- ments Citize n HealthDoctor digitiza- tion VTC client Health worker Patients / medicatio n Patien t Education Master teacher digitiza- tion Content reposito ry Class- room PC Teacher Stude nt Financial services Bank digitiza- tion Bank records Rural client Financi al officer Cash Custo m-er Agriculture Agri expert digitiza- tion Agri reposito ry Rural PC Extensi on worker Agri inputs Farme r Source Digitiza -tion ServerClient Mediat or Transpo rt User Governanc e Govern- ment digitiza- tion Gov’t data center Rural PC Operato r Docu- ments Citize n HealthDoctor digitiza- tion VTC client Health worker Patients / medicatio n Patien t Education Master teacher digitiza- tion Content reposito ry Class- room PC Teacher Stude nt Financial services Bank digitiza- tion Bank records Rural client Financi al officer Cash Custo m-er Agriculture Agri expert digitiza- tion Agri reposito ry Rural PC Extensi on worker Agri inputs Farme r

Summary Recommendations Focus on services end to end. Invest in the whole solution: – digital, physical, human Be prepared for sustained, distributed, high- skill effort to scale.

Thank you!

Template knowledge source knowledge digitization knowledge server knowledge client knowledge mediator knowledge beneficiary connectivity physical transport physical centre URBANRURAL Challenges: capital costs operational costs power/connectivity infrastructure good location etc.