10 STEPS TO SET-UP A SUSTAINABLE TELECENTRE 16 September 2015 CAMBODIA

1.GETTING STARTED 2.HOLDING AN OPEN COMMUNITY MEETING 3.MANAGEMENT 4.STAFF APPOINTMENTS 5.SERVICES & PROGRAMS 6.BUILDING & EQUIPMENT 7.REACH FOR YOUR GOALS 8.FINANCIAL MANAGEMENT 9.OPERATING PROCEDURES 10.CUSTOMER SERVICE & PR OVERVIEW

1. GETTING STARTED Arrange a public meeting with key people who live and work in the community in which you propose to set-up a Telecentre. Have a dialogue on: -Definition of Telecentre and what it can do for the local community. -Set up a Steering Committee that will be responsible for establishing the Telecentre and overseeing its management. -Plan an Open Community Meeting (services, funding, location, sustainability)

1. Introduce participants and facilitators in the community meeting. 2. Briefly introduce the Telecentre Project in your area. 3. Ask participants what they think a Telecentre is. 4. Provide a simple definition of Telecentre. 5. Share the “Telecentre Survey” and ask participants to complete the form (needs assessment & community commitment) 7. Ask participants to share information on the services they believe will be relevant to their community (select top 10). Finally, have participants to confirm that they are happy that this is what has been decided by the Community Meeting. 2. OPEN COMMUNITY MEETING

SERVICES THAT THIS COMMUNITY WANTS: * Print this table and allow participants to collectively provide their inputs.

The success of a new Telecentre depends on community representatives and the Telecentre Manager. Local Authority or Sponsoring Body Steering Committee Telecentre Manager Telecentre Staff Volunteers 3. MANAGEMENT

The Steering Committee should: 1.Write a Constitution with rules, guidelines and code of conduct for the Telecentre. 2.Check if there are legal requirements to register the community owned Telecentre. 3.Identify and appoint the Telecentre Manager. 4.Create a Strategic Plan which sets the goals for the Telecentre (for 12 months). 5.Together with the appointed Telecentre Manager: - ensure financial accountability. - market and promote the Telecentre services. 3. MANAGEMENT

The most important position is that of the Telecentre Manager: someone who knows the community and its needs, has basic IT skills, can handle money. Once appointed, the manager can be trained online with the certified 4. STAFF APPOINTMENTS

Analyze the results from the questionnaire distributed during the open community meeting. You must offer services that fulfill the community’s needs. List of top services in Takeo: INTERNET PHONE PHOTOCOPYING MEETING SPACE FOR FARMERS TRAINING CENTER CHILDREN/ YOUTH CLUB 5. SERVICES & PROGRAMS

7. THE PLANNING PROCESS Where are we now? (Situation Analysis ) Where do we want to be? (Goals) How do we get there? (Strategy & Actions) Making it happen! (Implementation)

Appoint a Treasurer to: 1.record all income and expenditures; 2.set up a budget; 3.monitor and check financial reports; (Sample budgets p.7-11) 8. FINANCIAL MANAGEMENT

Create a manual on how your community Telecentre works (this will be useful for volunteers and staff). Include: -Opening the Telecentre -Closing the Telecentre -Reception -Using equipment -Record of Telecentre users (daily/weekly/monthly) -Services offered 9. OPERATING PROCEDURES

Keep people happy and accommodate their needs – priority n.1 Always listen to what they have to say. Create a safe environment. Explain to them what a Telecentre is and how it works. Develop a plan to advertise your Telecentre (offline and online). 10. CUSTOMER SERVICE & PR

THANK YOU