How it works

From a village report to a public scorecard.

Six stages, running continuously. Evidence in, action out, feedback back — and everything on the public record.

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The loop

A continuous cycle, not a one-off project.

Stage six flows straight back into stage one. Listening never pauses while action is delivered.

Submit

Reports arrive daily through seven channels

App, USSD, SMS, voice, champions, paper, and radio.

Validate

Communities verify their own data

Validation circles review before anything counts.

Escalate

Thresholds fire automatic alerts

Evidence goes straight to the responsible authority.

Respond

An owner acts, on the record

Government and marketplace partners log documented responses.

Confirm

Communities confirm resolution

Only the people affected can close the loop.

Score

Performance is published

District scorecards and ministry rankings go public.

Back to stage 01. The loop never stops.

Submit & validate

Every voice, verified

Seven channels, so no one is excluded

Reports arrive daily by mobile app, USSD short code, SMS, voice call, community champion, paper form, or community radio — in Chichewa or English. Full anonymity is available on every channel, and anonymous submissions are kept architecturally separate from identified ones.

Before any report counts, communities verify their own data. Validation circles — monthly community gatherings — review, approve, flag, or dispute submissions from their area. Duplicate reports from the same location are flagged automatically for champion review.

Safety exception: disaster, disease, and safety reports skip the queue entirely and fast-track straight to the responsible authority.

Escalate

The escalation engine

Evidence becomes an automatic trigger

The escalation engine watches validated reports continuously. When a threshold is crossed — for example, many borehole reports clustering in one Traditional Authority within a month — it fires an alert automatically. No committee, no delay, no discretion.

Each alert carries the number of reports, a location map, sample community quotes, the challenge category, a suggested response, and the responsible authority — delivered by email, SMS, and dashboard at the same time.

Illustrative example — how an escalation would run
  1. Validated borehole reports in one Traditional Authority cross the set threshold.
  2. The engine compiles the alert: report count, area map, sample quotes, recommended action.
  3. The District Water Office receives it by email, SMS, and dashboard. Registered WASH partners in the district are notified through the marketplace at the same time.
  4. A 30-day public response clock starts.
  5. Every household that reported receives an SMS confirming their report was escalated.
"Your water report in Njewa has been shared with the District Water Office."
Respond & confirm

Action, on the record

Responses are logged, not promised

Authorities log documented responses through the government portal: what action, by when, with supporting documents. Marketplace partners — NGOs, agencies, and private sector providers — can post services against the same challenge.

Then the most important step: the community confirms. Only the people who raised a challenge can mark it resolved, by app, USSD, or SMS. A response that never reached the village never counts as one.

Score

Public accountability

Silence has a public cost

Monthly district scorecards publish response rates, resolution rates, gender balance, and participation for every district. Quarterly rankings show which ministries actually resolved the challenges reported in their sector. No response within 30 days earns a visible red flag.

Scorecards need no login, and can be downloaded for newspapers, radio, and display at chiefs' courts.

The community always hears back.

SMS feedback at every stage: when a report is validated, when it is escalated, when a response is logged, and when it is resolved. That feedback is why people keep reporting — and why trust grows with every cycle.

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