The growth rate of mobile phone penetration, as well as the development of innovative applications which help organisations to either improve their program delivery or overall efficiency, require that almost every single development organisation should be interested in the potential of mobile technologies. As with any technology when used as tool, the aim is to achieve similar results more efficiently than earlier (thus saving resources), or to achieve completely new results, which were not possible before.

Most of mobile technology usage is currently related to mobile phones allowing staff to communicate more efficiently and easily. With the development of the basic hand-sets and new services from network and application providers, mobile phones are slowly transforming into general productivity tools - mini-computers with superior mobility. Already, some phones can be used to connect to the internet, and have functionality to capture and process information, such as photographs or voice recordings. The developments of technologies has widened the opportunities for utilising mobile phones in various situations.

Furthermore, the fact that mobile phones are already used by staff members and beneficiaries of organisations, even within many rural communities, is proof that there is no need to introduce entirely new technology, and that people are less intimidated by using mobile applications, such as text messages (also called as short messages or SMS).

The continuously dropping costs of using mobile technologies as well as growing network coverage are opening the possibilities for development organisations to use mobile technologies to:

• communicate with field workers via telephone calls, SMS, or allowing access to email

• access relevant government and other information in areas where fixed telephone lines have not been available but mobile infrastructure can provide an internet access

• improve surveys and research activities by capturing information and sending it for further analysis or processing without long delays

• disseminate important information cost efficiently to a large group of people

• facilitate advocacy campaigns that promote an important cause to achieve positive change

• improve information management processes

• gather direct feedback from beneficiaries or other stakeholders

Obviously, the current development organisations focusing on the ICT for development programs, such as Association for Progressive Communications, are important stakeholders to ensure that the potential of mobile technologies has an enabling environment when aiming to achieve an inclusive and sustainable information society

Achieving social good through technological interventions

An article by Amy Luckey (From Improving IT Infrastructures to Achieving Social Good: Outcomes of Nonprofit Technology Assistance Providers (NTAPs) Prepared by Amy Luckey - Blueprint Research & Design, Inc. October 2003) explains that when organisations such as Ungana-Afrika are building the capacity of development organisations, the main objective is to achieve social good by being able to help client organisations to fulfil their missions via technological interventions.

According to the article, via improved technology management capacity, IT infrastructure, and innovation, operational and programmatic outcomes can be improved as follows:

Operations outcomes

• Improved operational processes (information management, communications, staff efficiency, organisation productivity, quality of work products, crises averted)

Programmatic outcomes

• Programmatic improvements (pursuing program strategies more efficiency, productively, and at a higher quality)

• Programmatic innovations (pursuing new program strategies)

In the next two sections interesting mobile technologies and applications have been introduced to give more practical examples how mobile technologies could be utilised by the development sector. These examples have been divided into operational and programmatic areas as introduced above.

Examples of mobile technologies and applications improving operations outcomes

Mobile technologies can save time and costs or enhance productivity of different operational areas including administration, finance, marketing, fundraising, networking, and even human resources. A Mobiles and Operations mindmap at the end of this report provides a summarised presentation of the examples given in this section.

Communications and Access

Voice carrier

Until today, the use of mobile phones simply as telephones (voice carriers) have had the biggest impact compared to any other use of mobile technologies. Mobile phones are often the only option for organisations that are located in areas where no fixed line telephone has been set-up. Even if the organisation has access to a fixed line telephone, mobile phones are essential to reach field workers or staff that are always on the move.
One interesting application that has been introduced lately in many countries is push-to-talk technology, which allows a two-way-radio-like functionality between several mobile phones. This could be a useful and affordable method where coordination of workforce is needed, because it reduces the number of phone calls and text messages to be made. In some South American countries, like Brazil, the service has been very successful, due to low subscriber costs.

Electronic communications

In addition to basic phone calls, an ability to share and deliver written or multimedia information without delays is important. In areas where traditional post office infrastructure is not adequate because distances are vast or the rainy season makes roads inaccessible, alternative communication methods become even more important. The most used method is sending text messages, but an increasing number of mobile phones and related services allow phones to be used to read and send emails (and documents), faxes, multimedia, and even instant messaging or chatting over the mobile network.

Access to the Internet

Internet has become a necessity for most organisations to access information, online services, and to communicate. Mobile networks can provide important access to staff travelling a lot, working from home, or located in rural areas. Mobile networks provide different technologies that are worthwhile alternatives to dial-up or faster fixed line services such as ADSL (Asymmetric Digital Subscriber Line, for more information see http://en.wikipedia.org/wiki/Adsl), and have become more feasible than satellite connections. For example, using GPRS (General Packet Radio Service, for more information see http://en.wikipedia.org/wiki/General_Packet_Radio_Service) technology to replace a dial-up connection, may reduce costs and doesn't require the fixed phone line to be occupied. Faster mobile connectivity options such as 3G (Third generation mobile standard, for more information see http://en.wikipedia.org/wiki/3g) and related HSDPA (High-Speed Downlink Packet Access, for more information see http://en.wikipedia.org/wiki/HSDPA) are often faster to install than ADSL, which may require a waiting period of several weeks, at least in South Africa. Future technologies will also be fast enough to compete with fixed line alternatives where several staff members are sharing the connectivity or where bandwidth-heavy data types such as multi-media need to be accessed in real-time. The benefits of Internet connectivity are obvious even though they are not the scope of this paper. As an example, mobile connectivity could be used to send or save important documents and data to a secure location, for example if a staff member is travelling and doesn't have any other means to back-up information that shouldn't be lost.

The requirements to access Internet vary and depending on the available mobile network (in South Africa some connectivity options such as 3G are currently only offered in urban areas, where as GPRS is available throughout the country) and preferred tool to be used (handset or computer). Some high-end mobile phones are provided with internet browsers (or one can be installed later), and this may be enough for general internet browsing and email access where a separate computer may not be needed. However, several web-sites are not designed to be accessed with the basic internet browser that phones offer, and until the technology develops further, and sites, portals and online services are being designed for mobile devices, the options are limited.

Note:If an existing computer such as laptop or PC will be used, a device that will connect the computer to the mobile network is required. This can be a mobile phone with GPRS, 3G, or other built-in access functionality, or it can be a separate modem offered by the network operator, which is connected to the computer. If a mobile phone is being used, then a special network cable may need to be purchased, or alternatively a blue-tooth wireless connection can be used, if both phone and computer (with or without an additional device) support this option.

Hand-set applications and online services

As with personal computers, today's mobile phones can run local hand-set specific applications and online services (note: Many applications can be used without any preparations, and often there is also an option to install additional applications, or hand-sets allow a user to access remotely hosted applications as a service that is been operated via a general web-browser or specially customised tool. Technical requirements for applications and services that are either installed after hand-set purchase or remotely hosted may be very specific, and special care should be used when purchasing a hand-set if a specific application or service is needed).

This section introduces some of the most common and useful options.

Information management

Mobile phones have become very powerful information management devices. Even the basic phones often have contact list, calendar application, and task management tools. Some of the more up-market phones allow users to read office documents and can be even used for typing and editing. This can be very useful, for example in situations where a staff member should access manuals or other information which are important for work (e.g. field workers manual). Some phones have a tool to save and encrypt passwords that is very handy for people who have multiple accounts with different user names and passwords.

Specialised information management applications include tools for customer relationship management, databases, and project management. Unfortunately, until more powerful mobile phones become the norm, these applications may be very expensive and may need customisation and development efforts.

Media recording

The ability to capture voice recordings, photos, and video clips, are all powerful tools that allow organisations to take notes, or add a visual element to project reports, proposals, web-sites, etc.. Phones with large memory capacity can replace the need to purchase separate voice recorders, cameras, or even video cameras, thus saving costs in situations where basic recording functionality is enough.

Geographical information and electronic maps

Mobile devices, including mobile phones, that provide functionality to estimate their location through GPS or similar systems are very useful tools when there is a need to find a way in an unknown area, or add location related information to photographs or other information. Location based information can be used for surveying and information gathering, monitoring and tracking purposes (of people, vehicles, products, animals), and may provide useful data for reports if the device provides logging tools.
In addition to providing information of the location, some of the mobile devices and even latest phones have electronic map applications, which are useful for navigating and data representation.

Accounting

Basic accounting tools are available and these are expected to develop further in the near future.

Banking and remittances

Several mobile banking applications have been introduced in many developing countries providing an additional method to make payments and access bank account information. Mobile banking and money remittances are already one of the most important and fastest growing application area at the moment, opening access to essential services and reducing costs for both individuals and organisations.

Education and learning

With the ability to read documents or electronic books, play multimedia files, run educational applications, listen to radio programs, or even access mobile television channels, staff members can use mobile devices for learning.

Networking

Different networking applications, do allow users to access or update information via mobile phone. This is particularly useful for people who are part of strong cause related networks, where regular participation and communication is needed. Also, for dispersed organisations or networks, where personal interaction is scarce, networking applications may be used to improve efficiency and even maintain team spirit and motivation.

Other useful third party services

SMS notifications

Many service providers offer beneficiaries the option to subscribe to their SMS services which add value to their other services. Good examples from South Africa:

• Banks are sending notifications when accounts are accessed and transactions made, or sending one-time time passwords for online banking purposes

• Security companies are sending alerts if offices are entered when an alarm was set

• Companies are sending updates of on-going process (e.g. a status of an insurance claim) or when payments have not been received in time

Subscribing to these services may save time and additional costs such as interest penalties.

Mobile fundraising and marketing

Fundraising

Several organisations have implemented successful fundraising campaigns by asking people to donate small amounts of money by sending an SMS to a Value Added Service number. However, these campaigns are demanding projects and require either good skills and technical understanding or external support. Another challenge is that currently technology service providers and operators have high service fees, which may be more than 50% share of the donated funds.

Marketing

Mobile phones offer an excellent medium for general marketing and promotion campaigns from small to large scale. Mobile marketing is seen as one of the biggest economic growth sectors in the mobile industry and development organisations will definitely benefit from the innovative methods and technologies currently being developed for the use of the private sector.

Some organisations have been able to collaborate with service providers by receiving free or subsidised marketing space. For example, in countries where a user can send a 'please call me' text message to another user, service providers have allowed organisations to add their message to fill the remaining space that the initial message is not using.

In the future, when higher number of the members and beneficiaries of development organisations are using their mobile phones to access online information, organisations should consider customising a part of their web-site content and even interactivity to be accessible via mobile devices and their generally smaller screens. With the use of current web-design methodologies and technologies, it is already possible to use the same content, but format it dynamically to better display on mobile phones.

Examples of mobile technologies and applications improving programmatic outcomes

Mobile technologies are more useful than most of the organisations think. There are a number of different ways how mobile phones and devices can help organisations to implement their programs efficiently or save costs. Even the most basic mobile phones with no extra functionality can be used in many ways to enhance the program delivery of organisations. As more functionality and operator services become available, so will mobile devices become more powerful tools.

Typical programmatic improvements are often related to faster communications and interaction with beneficiaries or stakeholders, and being able to cover wider audience than before. Also, new ways of sharing information and using mobile devices to support research activities are becoming popular. Mobile technologies have also given an opportunity to several new innovative program areas, and some examples are featured later in this section.

The development sector is such a wide area and mobile technologies have been used in so many ways that it is difficult to give a comprehensive listing of all the possibilities. For example, ShareIdeas.org, which is a great online portal and community focusing on mobile knowledge for social change, has grouped case examples into six thematic areas as follows:

• civic engagement

• economic empowerment

• education

• environment

• health and safety, and

• humanitarian relief

The great point about this and other thematic ways of categorising information is that people can easily relate their work to one of the themes which makes it easier to expose new ideas, concepts, and information in general. The difficulty of the approach is that it is challenging to draw lines between different themes and some people might think that their own work is not covered. People working within the sector addressing areas such as cultural diversity, gender equality, or good governance are just a few examples. Therefore, the definitions of different programmatic uses are introduced in this report by grouping them based on the functionality of mobile devices, rather than specific development sectors.

Some examples are given to make the text less technical and abstract, but the main point is that which ever sector mobile technologies will be used, from human rights to good governance, ideas can be replicated and customised. Most of the time it is not the technology which is the limiting factor, but rather the capacity of people to think out of the box (how mobiles could be used within a particular situation, or current processes and methods). However, it is recommended, when introducing ideas to organisations within a specific development sector, that the functionality is introduced by linking it to a sector related use case.

A Mobiles and Programs mindmap at the end of this report provides a summarised presentation of the examples given in this section

Mobiles as information distribution, advocacy and awareness raising channel

Mobile technologies can be used for applications ranging from simply distributing a simple call-to-action message to thousands of people, allowing people to download and view educational videos on their mobile devices. The type of information that is being distributed is not limited at all and can vary from health tips to the latest news of disasters. The information format can also vary from short text messages to games or multimedia, but the more complex the format the less people are able to access the information due to high connectivity costs and hardware limitations of simple devices including the most affordable mobile phones.

Urgent or time related distribution

Warnings of environmental catastrophes are probably the first type of alert messages that everyone has in mind when thinking about important and urgent information that mobile technologies are being used to deliver.
An interesting example of time related reminders is SIMpill where reminders are sent to patients to take their medication, in order to improve levels of medication adherence. Less urgent examples are general reminders about organisations' future events to their member or stakeholder meetings. Some organisations send messages to their clients reminding about their upcoming appointments which reduces the no-show rate and waste of resources. Also, in case a counselling session (or other type of appointment) has been cancelled at short notice, patients or clients that have signed up for a stand-by queue, could be offered the appointment slot that has become available.

General information

The use of mobile technologies as an information delivery channel is by no means limited to information that is urgent or applicable within a specific time window. Any information related to the work of an organisation can be shared, from news and informal blogs to reports and online training materials.

Different types of information

Keeping in mind the limitations of mobile devices that people are using, such as the small size of the screen, there are several ways of sharing and distributing information. Below is a list of different types of information that organisations could provide, divided into three example categories based on the available hand sets in the market. It is important to understand, that even if the targeted beneficiaries have purchased more expensive hand sets, currently most people are only using a basic functionality of their phones.

Different ways of sharing

There are three common ways of distributing information:

• People requesting information every time it is needed

In this method a person would need to request the information, for example by sending an SMS with a keyword to given number every time when new information is needed (such as a wall paper or a ring tone with an important message).

• People giving permission to receive information without a need to request it every time

A typical example of an organisation sending information to several people is the use of alerts or reminders of meetings and events. In these cases a written or an electronic (via sms, email, or web-site) permission is needed, where people agree to receive such messages. Another example of this method is to allow people to subscribe to a service such as weekly health tips for HIV infected people.

• People connecting directly to online information via mobile device

In both methods introduced above people receive information that was sent to their mobile devices. With more advanced phones, users can actually access and collect information by using their mobile devices to browse online services as they would by using a computer and a web-browser. The most high-end phones are already able to open normal web-sites but the majority of such phones require that the content has been simplified for mobile devices

Mobiles as an information collection device

Mobile devices are extremely efficient when used to collect field information or conducting research surveys. Being able to gather important monitoring information such as photos of human rights violations or to collect household surveys are just a few examples. Many organisations need to collect information before they are able to take action or prepare a strong case after analysing collected data as a part of a research project. With the results from having higher quality information organisation will have higher changes to succeed when informing decision makers or the public, or campaigning and lobbying for a specific cause.

With the support of geographic information systems, which allow location to be recorded, the use of mobile devices as information collection devices are becoming even more important. For example, organisations can improve the quality of field surveys by recording the location of the participants. A research project could only accept responses sent from a specified location or alternatively analyse location information to ensure an even spread of responses from a larger geographical area.

Mobiles as tracking tools and electronic maps

Related to information collection is a way to use mobile devices to track vehicles, products, people, or even animals. Being able to know exactly where the tracked object is can improve different logistical programs such as food distribution or collection of different types of products. Also, wildlife programs are able to lower costs when using transmitters linked to mobile networks to send information regarding the movements of endangered animals. This information can be used for many purposes.

Mobiles used to allow beneficiaries and stakeholders to communicate, participate or send feedback

Not only can mobile devices be used to collect information, but also used as a medium to engage an organisation's beneficiaries and stakeholders with programs more efficiently than before. In developing countries, where internet use is very limited, radio and other media formats have been a common way to share information, but the difficulty has been to find a method that would encourage people to participate or even send feedback back to the organisation. Mobile technologies provide an excellent platform for this.

For example, community radios can now ask people to send questions or comments via text messages during a live program. These messages can be addressed almost immediately. Also, mobile phones have been used in many places to facilitate opinion polls, petitions, or voting campaigns from small to large scale.

There are a growing number of successful media initiatives, where organisations allow ordinary people to report news on the ground that has been captured via mobile devices (often called as citizen journalism). This content (that can be written stories, photos, or voice and video recordings) is published on a web-site, as a part of a newspaper, or by broadcasting it on radio or television news.

In recent months election monitoring initiatives, where citizens are encouraged to report incidents during political elections via mobile phones, have been receiving world wide publicity. BBC news featured an article about Nigerian presidential elections in 2007 when the Network of Mobile Election Monitors of Nigeria used an SMS system to monitor the elections3.

Organisations can also ask their beneficiaries to send affordable text messages requesting to be contacted via telephone or other preferred method. In the Philippines, an organisation called Center for Migrant Advocacy has been working with WomensHub to achieve a system where migrants in distress have been able to communicate via SMS to ask for help and have then been linked to the professionals at the Department for Foreign Affairs (APC Annual Report 2006 p.76 - http://www.apc.org/books/apc_ar2006_EN.pdf).

Mobile chat can be used as a means to communicate with beneficiaries or stakeholders. Especially the younger generation has embraced the electronic chatting culture, and this would allow them to receive counselling in an anonymous way, which may be important especially in situations where the person may be afraid of getting stigmatised, such as sexual harassment or suicide related cases.

Mobiles used as a coordination tool

Coordinating a group of people has never been as easy as with mobile phones. Linked to the information distribution explained earlier, organisations and movements can send messages to mobilise people or calls to action, for example in difficult political situations. Also, in situations such as search and rescue or the distribution of necessities in emergency areas, text messages or new push-to-talk technology can be an invaluable tool.

New innovative initiatives based on mobile technologies

There have been a number of new development initiatives that are based on mobile technologies. Mobile for Good is an initiative of One World UK, that helps new mobile projects such as information services to be started by utilising a technology platform that Mobile for Good provides under a franchising model. One of the first projects that Mobile for Good incubated is Kazi560, which is a job alerts service that was eventually transformed into a local social enterprise.

The growth of mobile phone banking may open new opportunities to microfinance organisations where mobile phones are used for financial transactions. Another example purely focused on mobile innovation would be a training initiative that would help communities to build the capacity to use mobile banking or helping businesses to use mobile phones for trading purposes.

Several community initiatives have also been set up. OpenStreetMap is developing a free and editable map of the whole world where geographical data is being collected by public. Other examples are Shareideas.org and MobileActive.org, which are community portals with an active network of development oriented users and excellent information.