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telecentre network support services telecentre network support services 2007-2009 draft 1.0 telecentre.org a collaborative social investment program supported by prepared by meddie mayanja senior program officer telecentre.org idrc canada 1

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telecentre network support services introduction telecentre networks are the bedrock of telecentre.org s overall interventions aimed at strengthening telecentres around the world the networks help the people who work in telecentres to solve their day-to-day challenges share experiences and resources and support each other networks are the nerve centres of a vibrant and resilient international telecentre movement that telecentre.org envision over the past two years telecentre.org has made social investment and mentoring support to catalyze and strengthen a number of networks in places with high-level activity in the telecentre movement and where there are strong social entrepreneurs with interest to manage successful networks the program has also invested in development products services and a variety of resources that telecentre networks need to work effectively some of these networks operate at national level while others extend beyond national boundaries to service specific language telecentre communities in several places initial telecentre.org investment has catalyzed emergence of small national networks most of which are still in infancy stage but continue to obtain support from peer networks with more telecentres starting up around the world and the fact that more than ever before telecentre practitioners and development partners now appreciate the importance of networking to the overall success of telecentres its is anticipated that more telecentre network will be created in the next few years this will also mean increased demand for telecentre.org support and leadership therefore telecentre.org needs a new approach to providing network support that seeks to rationalise resources and strengthen the capacity of telecentre community to service and renew its networking activities collectively the purpose of this strategy is to provide a framework through which telecentre.org shall engage telecentre networks within the context of the program s distributed telecentre community-driven ecosystem this applies to networks that the program is working with already and those to emerge in future it provides mechanisms and defines the nature of support that the program can extend to networks so that they offer better services to telecentres depending on specific needs and positioning on telecentre.org s general portfolio while outlining specific obligations for the networks associated with such investments 2

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telecentre network support services for purpose of clarity the telecentre network strategy is referenced to and supports the effective implementation of telecentre.org business plan online strategy and communication strategy overall goal this strategy is about funding and services that telecentre.org provides to networks that offer direct support to people working in telecentres it streamlines such funding opportunities and services by defining the nature of services possible in different circumstances as well as accompanying conditions this reinforces the program s vision of working in an organically distributed telecentre-driven eco-system where telecentre networks play a leading role in creating managing and promoting the telecentre support services through this strategy telecentre.org will give priority to strengthening pre-selected networks so that they can provide better services to people working in telecentres in each of the key regions while maintaining value-added services for the tc.org associated and affiliated networks in other places specific objectives the specific objectives of the networking support strategy are 1 to define the types of services telecentre.org can offer to strengthen telecentre networks and make them more efficient and sustainable according to positioning in the programs portfolio 2 to articulate beneficiary responsibilities that must met in return for specific social investments and offerings 3 to define modalities for communicating activities learning and outcomes of network related social investments and support to larger telecentre community and beyond 4 to define benchmarks for learning and evaluation of the strategy and future revision the ultimate outcome of this strategy is to help telecentre networks to perform tasks of supporting telecentres and specifically providing 3

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telecentre network support services 1 concrete opportunities for peer learning and support amongst people working in telecentres using collective wisdom to solve common challenges 2 practical services such as management training technical support and product discounts that directly benefit people working in telecentres 3 social supply chain that gives telecentres access to shared content products and services they can offer locally while providing governments business and ngos a communications channel to telecentres target beneficiaries this strategy splits telecentre networks into three main clusters namely tc.org partners tc.org associated and tc.org affiliated networks the clusters are generally based on the position the networks occupy on the telecentre.org portfolio and the level of telecentre support activities in the networks in limited circumstances telecentre practitioners shall also be able to access service provided by this strategy on individual basis but will be highly encouraged to work with respective networks where these exist 4

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telecentre network support services telecentre.org networking model tc.org partner networks this represents telecentre networks that telecentre.org identifies as pivotal to achieving its global reach ­ by geography and language this at the moment include sarvodaya sri lanka esplai spain atach chile spanish act!vate caribbean afriklinks mali french ugabytes uganda english egypt mena arabic euta eastern europe and mission 2011 bangladesh it is anticipated that these networks will anchor and deepen telecentre.org vision and activities within their respective areas scale up support services to own telecentre constituency as well as the tc.org associated and affiliated networks around them in several regions some of these telecentre networks have already played a catalytic and mentoring role to associate and affiliate networks like afriklinks assisting a telecentre.org associated network in congo brazzaville and ugabytes helping similar networks in kenya rwanda and tanzania 5

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telecentre network support services tc.org associated and affiliated networks these represent a wide range of infant and all other networks most of these have developed as a spin-off from telecentre.org initial social investments they are critical to the global strategy of telecentre.org since they ensure that telecentre support services are localised and reach as many telecentre practitioners as possible these networks often at national level help the tc.org partner networks to become even more effective getting involved with networks in the field partners networks key attributes ability to work with multiple partnerships inclusiveness strong commitment to the telecentre movement strong institutional leadership home grown explicit value add to telecentre ecosystem natural access to telecentre community transparent and accountable ability to fundraise benefits from tc.org access to telecentre library access to a social enterprise business plan tool kit knowledge sharing tools event management skills training events hosting support access to travel grants staff network leaders exchange program telecentre academy training referral to innovative and appropriate associated networks key attributes strong commitment to the telecentre community explicit value add to telecentre ecosystem stake in telecentre work inclusiveness in services approach affiliated networks key attributes supports telecentre.org vision works directly with telecentres we recognize them as network it looks like a network don t have to be a multi-brand or open to all · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · · benefits from tc.org access to telecentre library support for workshops access to travel grants access to a social enterprise business plan tool kit telecentre academy training participate in our events listed on telecentre directory staff exchange opportunities opportunity to use tc.org brand events hosting support · · · · · · · benefits from tc.org access to telecentre library access to travel grants listing in our directory participate in our events opportunity to use our brand opportunity to coorganize events awareness of funding opportunities 6

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telecentre network support services · · · · · · · products and services opportunity for institutional development support opportunity for core funding fundraising visibility ­ interviews by content editors listing in telecentre directory at least 5 of po s time support for communication capacities support for service distribution capacities development expectations strive to sustain tc.org ecosystem hand-hold emerging networks support tc.org activities within the region serve as tc.org ambassadors nominate an ambassador to the international ambassador network contribute actively to the telecentre academy contribute actively to growing the telecentre ecosystem link to tc.org resources use tc.org brand effectively openness to technologies and people · · reference desk support visibility interviews by content editors · · · · · · · · · · · expectations contribute actively to growing the telecentre community use tc.org brand effectively promote tc.org activities commit to knowledge sharing collaboration with other partners to find sustainable solutions be inclusive · · · expectations commitment to knowledge sharing link to telecentre.org services for their members contribute content about their network to online community · · · · · 7

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telecentre network support services needs and priorities in september 2005 telecentre.org undertook a study that among others sought to identify the needs and priorities of telecentre networks since then the program has monitored how these needs have evolved with various interventions there are some differences in the needs of the the tc.org associated and affiliated and tc.org partner networks however they all consistently express need for opportunities for peer learning and knowledge sharing amongst networks and telecentre practitioners through case studies news from the telecentre community technical support collaborative online and face-to-face events access to emerging products technologies and services that can benefit telecentres and demonstrate the value of networking such as new innovations this will help networks to perform their role as a distribution channel of value-added discounted products and services institutional strengthening supports in order to become self-sustainable and independent entities this will include business planning strategic development fundraising core funding toolkit for management of networks and communications capacity building opportunities so as to upgrade telecentre staff and network managers skills this will make it possible for network leaders to manage efficiently online tools for managing and communicating with network members governments businesses and ngos while providing a platform for documenting and sharing experiences across networks meeting the needs depending on expressed needs telecentre.org shall support telecentre practitioners and network leaders with any or a combination of the following packages peer learning and knowledge sharing 1 travel grant 8

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telecentre network support services in the past year telecentre.org has facilitated a number telecentre practitioners and network leaders to attend events and workshops on critical telecentre issues the program will continue to offer this support as a way of enhancing knowledge sharing within the telecentre community priority will be given to applicants with specific valueadded roles at an event whose theme addresses critical concerns of the telecentre community in that case telecentre.org will provide travel subsistence and events registration fees where applicable beneficiary responsibilities blogs on telecentre.org website and other appropriate sites and discussion lists pictures trip report describing specific learning outcomes 2 staff exchange program there is a lot of interest within the telecentre community to learn and share skills at network and telecentre practitioner level telecentres of americas partnership tap piloted activity in 2006 entitled interamerican telecenter practitioner exchange program it-pep through support from telecentre.org program the pilot provided very useful lessons through core networks telecentre.org will support telecentre practitioners and network leaders who wish to travel work innovate and learn with peers at telecentre or network level for short-term placements this investment will cover travel and subsistence costs for beneficiaries as well as limited expenses for the host party priority will be given to staff exchanges within national and sub-regional context where the beneficiaries and host telecentres and networks are prepared to cost-share telecentre practitioners and networks shall be encouraged to initiate staff exchange activities that seek to unearth new knowledge and innovative management practices and services including practical strategies for building capacity of telecentre networks to become strong content and services distribution channels to enhance telecentre sustainability within respective communities beneficiary responsibilities outline of learning objectives podcasts a blog on each of the exchange days on telecentre.org website and other appropriate sites and discussion lists photos trip report describing specific learning outcomes products or services consistently credit telecentre.org social investors in all communications using logos when appropriate in accordance with the communication took kit 3 workshops 9

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telecentre network support services workshops organised by networks provide the essential glue that catalyzes and connects the telecentre community towards achieving its collective objectives during the past two years telecentre.org has supported over 20 workshops around the world in order to increase the level of learning and knowledge sharing outcome from these events priority will now be given to thematic regional and national events that address critical issues facing the telecentre community the tc.org associated and affiliated networks will also be supported to convene members for consultative and planning purposes event organizers and beneficiary networks will also have access to facilitation resources where required beneficiary responsibilities at least two podcasts about participants experiences a blog on each of the workshop days posted on telecentre.org website and other appropriate sites and discussion lists participant attendance lists names organisations and full contact addresses event photos event report describing specific learning outcomes and next steps consistently credit telecentre.org social investors in all communications using logos when appropriate in accordance with the communication took kit emerging products technologies and services 1 referrals to innovative and appropriate products and services the telecentre.org program has used its immense contacts around the world during the past two years to among others identify opportunities that telecentres can take advantage of this has included finding new technologies and telecentre services like for the case of intel for touch screens and delivery of health information in telecentres as well as koochi communications in the england for pay as you go internet access once opportunities are identified telecentre.org contacts respective networks to express interest and participate as appropriate the program will continue to perform this intelligence and ensure that opportunities identified by individual telecentre networks are shared across the community beneficiary responsibilities share outcomes of the use of products and services were used 2 sustainability first tool kit 10

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telecentre network support services through sustainability first telecentres will be learn how to implement practical strategies for sustainability took kit will be accessible to any telecentre or network beneficiary responsibilities willingness to share the outcomes with telecentre community institutional strengthening supports 1 toolkit for network management in response to the question about how to support networks most respondents of the telecentre.org online survey 2005 requested for opportunities to learn from other networks during the past two years telecentre.org partner networks have played a pivotal role in mentoring the tc.org associated and affiliated networks around the world this activity will provide a toolkit to rationalise such interventions the tc.org associated and affiliated networks will be able to access a step-by-step guide for effective management of telecentre networks with high value-added services to telecentres built upon the experiences of networks telecentre.org has been working with this will not replace but support the mentoring efforts that core already networks play beneficiary responsibilities share experiences through blogs videos audio and texts and provide feedback 2 social enterprise business plan tool kit since 2007 telecentre.org has been working with the non-profit enterprise and self-sustainability team nesst to deliver social enterprise planning skills to ctc net ugabytes initiative cdi and sarvodaya lessons from this process will be used to create a business plan tool kit with methodology and experiences for the tc.org associated and affiliated networks to use telecentre networks that are interested in financial sustainability without sacrificing their social mission will benefit from this toolkit beneficiary responsibilities share experiences with other telecentres through blogs and case studies 3 network-to-network technical support 11

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telecentre network support services there is a high interest among networks to learn specific skills from each other for instance cepes in spain has for the past year been one of the focal points for field-based learning in order to encourage peer support and mentoring among networks telecentre.org will provide modest resources to partner networks that support others in learning and improving specific skills products and telecentre support services this will be triggered by articulated demand on the part of telecentre networks that need to learn and evidence of an organised strategy on the part of the mentor network about how learning will be facilitated for the purposes of clarity this social investment line will not replace the on-going peer-to-peer learning but shall seek to strengthen the depth and documentation thereof as well as highlighting the role of partner networks in steering the telecentre community beneficiary responsibilities both mentor and the learner must share experiences with other telecentres through blogs video podcasts and text three times in seven days and case studies 4 visibility and opportunity to use telecentre.org brand throughout the past two years telecentre.org has redefined ict for development arena with the emphasis on community technology and people while building a global telecentre eco-system the brand is now respected among members of the telecentre community social investors governments and researchers telecentre networks that commit to the programs ideals shall be allowed to use the telecentre.org ­ and that of partners ­ to increase their own visibility they will also have an opportunity to feature in telecentre.org monthly newsletter the program s communication tool kit will guide networks that choose to use telecentre.org brand it makes it easy for networks to show that they are affiliated with telecentre.org program co-brand and promote themselves and their services to members and key stakeholders the kit provides details about appropriation of the brand and the values it encompasses including how and when to use the telecentre.org logo beneficiary responsibilities promote telecentre.org resources and vision commit to knowledge sharing through blogs photo and audios-visuals 5 core funding 12

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telecentre network support services during the past two years telecentre.org has provided selected telecentre networks with core funding support this helped beneficiaries secure critical human resources technologies and provide support services the telecentre community needs this approach characterised the bulk of telecentre.org social investment in networks across the world since its launch within the context of telecentre.org plan to deepen and explain its interventions this approach will be focused only in special circumstances and with strategic telecentre networks ­ tc.org partner networks beneficiaries will receive critical core funding tagged on specific outcomes beneficiary responsibilities submit work plan promote telecentre.org resources commit to knowledge sharing through weekly blogs photos and audios-visuals on telecentre.org site and other appropriate sites and mailing lists share case studies on specific themes consistently credit telecentre.org social investors in all communications using logos when appropriate capacity building 1 short-term scholarships building capacity of telecentre networks requires internal strategic leadership programming and process management and appropriate skills to deliver the network mission through building an eco-system inter-institutional linkages telecentre.org provides an important ingredient for relations partnerships and alliances with other networks although these are not sufficient alone this investment line will give priority to building capacity of telecentre networks to become strong content and services distribution channel to enhance telecentre sustainability within respective communities this social investment line will therefore provide telecentre networks access to resources to attend short courses not more than 60 days within own countries provided that such critical skills could not be obtained through other investment lines in all cases applicants will provide full details of the prospective course explain how it relates to overall network s capacity building plan and shall be willing to meet part of the cost beneficiary responsibilities outline of learning objectives weekly blogs about experiences posted on telecentre.org website and other appropriate sites and mailing lists photos trip report describing specific learning outcomes 2 telecentre academy 13

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telecentre network support services in order to respond to the urgent need for continuous learning and skills upgrade of grassroots telecentre practitioners and network leaders telecentre.org is championing the establishment of a global telecentre academy gta the gta will also provide a framework for sharing resources curricula and best practices as well as world-class accreditation and certification standards telecentre networks will play a critical role in execution of the gta as contacts points for telecentre practitioners local mentors of trainees and co-guarantors of quality of learning in this context telecentre.org will provide scholarships to telecentre practitioners and network leaders who wish to enrol for courses with the gta details of gta are elaborated in its working document 2007 beneficiary responsibilities outline of learning objectives weekly blog of experiences posted on telecentre.org website and other appropriate sites photos trip report describing specific learning outcomes online tools 1 telecentre library the telecentre library will contain best available telecentre resources curricula toolkits how-to-guides faqs research materials and case studies initially in french spanish english and arabic these resources will be updated regularly the library will use open standards like open access to information oai to leverage and support existing sites as well as to allow for new sites to emerge over time besides free access to these resources from telecentre.org community site a telecentre network will have an option to launch the library from own site beneficiary responsibilities contribute resources to the library appropriately acknowledge resources when used 2 listing in telecentre directory in order to make it easy for telecentre practitioners and networks to connect and learn from each other telecentre.org is developing an online telecentre directory that will be hosted at the telecentre.org website the directory will highlight key information about telecentres around the world including types of telecentres description of the telecentres contact persons full address website blog site area of 14

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telecentre network support services interest and working language the directory will act as a major point of reference for telecentre practitioners social investors and researchers interested in telecentre issues interested telecentre networks will be listed in the international directory and will participate in recording network members beneficiary responsibilities provide accurate and up-to-date information for the directory undertake to update information regularly 3 telecentre reference desk tools there are already telecentre reference services in english french as well as portuguese by the end of 2007 telecentre.org will be supporting additional strategic telecentre networks in arabic and spanish to deliver similar services therefore telecentre.org will set up a shared reference service page at the community site for easy access to these services the general objective is to ensure that telecentre practitioners easily find solutions to their day-to-day challenges through a distributed pool of peers that speak preferred languages individual telecentre networks will be able to plug-in the ask a question form into their websites to benefit from the expert responses and participate in responding to questions from the telecentre community interested the tc.org associated and affiliated networks will also be able to use a how-to-guide to setting up helpdesk these guides have already been developed in english spanish and french beneficiary responsibilities take part in responding to inquires from telecentre community co-brand with telecentre.org in accordance with the communication took kit share experiences widely 4 knowledge sharing tools in order to ensure that knowledge sharing is always efficient in both use of resources and learning outcome telecentre.org will continue to invest in online and face-to-face knowledge sharing and collaboration tools in this context telecentre.org will offer resources on event facilitation techniques hosted space mini sites with built-in event templates mailing lists wikis media sharing tools e.g flikr and blogs these resources will be freely accessible to network to use 15

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