Villagers often lack information they need to help improve their livelihoods. Such information exists but is often denied to them by the lack of connection to mainstream information systems. Mobile phones can solve this problem.

In 2004, the Development Research Network (D.Net) in Bangladesh set up the Rural Information Helpline. Specialist helpdesk operators in the capital, Dhaka, have Internet access and a database of responses to common livelihoods-related queries. They also have links to a variety of relevant institutions around Bangladesh.

Initially, however, many villagers were disconnected from the Helpline: although mobile phone networks cover more than 80 percent of the country's territory, in rural areas millions still cannot contact people beyond their local villages.

In response the 'Mobile Ladies' initiative was introduced. These women – with mobile phone in hand – go door-to-door in their villages, listening to problems and advising on how best they can be solved.

In about half the cases this involves sending a letter or email via a community-based information worker. For the rest, a mobile phone call is made directly to the Helpline and an answer is provided instantly or in a few days. A 'no exclusion' policy – meaning that everyone can receive services irrespective of literacy, physical handicap or social status – has proved effective in creating confidence among the villagers.

The Helpline was accessed by more than 4,000 users over a 15 month period. Nearly half the queries are health-related (skin diseases or advice on medicines, for example). Over one third are agriculture-related (animal diseases or how to increase crop yields). Others are to do with education (information on admission procedures for instance), human rights (including providing women with information about legal processes in cases of dowry, rape and physical assault), or non-farm activities (like weather reports for fishermen).

The facility makes a crucial difference. Research shows:

95 percent of queries are answered and over 80 percent of users are satisfied with the information they get.

Villagers cannot afford their own phones and 70 percent of users report having no local source for the information they seek. The poorest village covered was the greatest user of the Helpline.

The main benefit is financial saving, with many examples of travel or use of potentially costly middlemen avoided.

Women are key beneficiaries. Many women villagers will not go outside the home to seek information; 36 percent of the mobile service users are housewives.

Mobile Ladies is a profession for women in even the most remote villages and the project could ultimately lead to employment of about 89,000 women.

Challenges remain, including cost, sustainability, turning information into action, and assisting the poorest people. However, the project has shown mobiles can help connect the disconnected and address important social and economic needs.

Key lessons include the ability of a mobile-based service to:

support an 'infomediary' model, involving a person (intermediary) who is able to add value to the communication of information

draw on local community members to act as the infomediaries

act as part of a multi-channel (phone, email, letter) strategy for information delivery

be truly user-driven, responding to communities' needs.

Ananya Raihan
Development Research Network (D.Net), 6/8 Humayun Road, Block- B Mohammadpur, Dhaka-1207, Bangladesh
T +880 2 8156772
F +880 2 8142021
ananya@raihan.net

See also
Livelihood Case Studies, D.Net, Dhaka, 2007
www.pallitathya.org/en/case_studies/index.html

Pallitathya Help Line, D.Net, Dhaka, 2005 (PDF)
www.dnet-bangladesh.org/Pallitathya_pcc.pdf