Institutional problems. BITZ's role in solving them.
Each engagement below follows the same structure: the institutional problem, BITZ's role, the approach, and what changed — not a feature list.
Context: Kenya's Department of Children Services needed a national, multi-channel helpline for child protection. BITZ's role: full setup of the 116 helpline on the OpenCHS platform. Approach: multi-channel intake (voice, SMS, web) with case workflow from triage through referral. Sustainability: ongoing support alongside the department.
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Context: the Government of Kenya needed an independent view of digital readiness across government to inform its digital economy strategy. BITZ's role: digital advisory and assessment delivery for ICTA / Ministry of ICT, drawing on two BITZ delivery teams working directly with ICTA counterparts. Approach: systems-landscape review, ICT infrastructure and e-service delivery assessment, and governance analysis across government ministries and agencies. Related capabilities: Strategy & Digital Transformation, Digital Government & DPI.
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The BITZ delivery team on the ICTA engagement.
Context: frontline helpline staff need faster, more consistent triage without losing human judgment on high-risk cases. BITZ's role: designing and building AI-assisted triage, sentiment analysis, and escalation intelligence for OpenCHS, with UNICEF funding. Approach: human review retained for high-risk decisions; models adapted for African languages and low-resource settings. Status: active development, not yet a shipped production feature.
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Context: BITZ has an ongoing relationship with C-Sema, Tanzania's national child helpline operator, on OpenCHS deployment and support. BITZ's role: joint working sessions to validate the AI-assisted workflow against real frontline practice. Approach: co-creation with the practitioners who will actually use the system, grounding design decisions in how helpline responders triage and escalate cases. Related capabilities: Data, AI & Automation; Delivery & Institutional Strengthening.
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Context: a single-country helpline needed to become interoperable, open-source infrastructure other governments could adopt. BITZ's role: full-stack design, engineering, and the DPG certification process. Outcome: status verified by the Digital Public Goods Alliance (GID0092407), now deployed across five countries. Sustainability: open-source, Apache-licensed, built to avoid vendor lock-in for adopting governments.
Explore OpenCHS →BITZ's government technology experience extends beyond helplines and social protection. Its earlier digital-government work includes business registration, investment facilitation, and regulatory case-management systems.
Somaliland — One-Stop Business Centre: a digital investment-facilitation platform incorporating business-process re-engineering, system design, pilot implementation, and unique business identifiers. Somalia — Business Registration System: online business-registration infrastructure including system development, hosting, testing, training, and implementation support. Kenya — Office of the Data Protection Commissioner: a legal case-management system supporting regulatory operations under Kenya's data-protection framework.
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