Development professionals have deployed several mobile phone-based ICT (Information and Communications Technology) platforms in the global South for improving water, health, and education services. In this paper, we focus on a mobile phone-based ICT platform for water services, called Sensors, Empowerment and Accountability in Tanzania (SEMA), developed by our team in the context of an action research project in Tanzania. Water users in villages and district water engineers in local governments may use it to monitor the functionality status of rural water points in the country. We describe the current architecture of the platform’s front-end (the SEMA app) and back-end and elaborate on its deployment in four districts in Tanzania. To conceptualize the evolution of the SEMA app, we use three concepts: transaction-intensiveness, discretion and crowdsourcing. The SEMA app effectively digitized only transaction-intensive tasks in the information flow between water users in villages and district water engineers. Further, it resolved two tensions over time: the tension over what to report (by decreasing the discretion of reporters) and over who should report (by constraining the reporting “crowd”).

Tanzania’s urban citizens are still insufficiently supplied with safe drinking water by their water utilities. However, instead of collectively clamouring for improvements, citizens channel their protests individually to water authorities. This paper aims to shed light on citizens’ protest strategies and the responses they elicit from the water authorities. It draws on extensive fieldwork carried out in a Tanzanian town, which revealed four protest strategies employed by citizens: “stay and speak up”, “speak up and leave”, “resignation” and “leave and remain silent.” The study reveals a substantial mismatch between citizens’ protest strategies and the formal/informal complaint mechanisms of the water authority. This has negative implications for underprivileged citizens and for broadly defined “access to water”.

Public water services are still failing rural Tanzanians. Emboldened by advances in information communication technologies, the Ministry of Water has been developing computing, financial and administrative technologies to update and visualise the status of rural water points. This amalgam of technologies marks the emergence of an information infrastructure for rural water governance. The information infrastructure will enable the ministry to “see” the functionality status of all rural water points and to plan and budget for their repair and maintenance. In this paper, we examine three administrative technologies, which aim to standardise the functionality status of water points, and to prescribe how the information flows within the government hierarchy, and who is a legitimate recipient of this information. We analyze qualitative data, collected over a period of four years, in the framework of an interdisciplinary research program, funded by the Netherlands Organisation for Scientific Research—Science for Global Development (NWO-Wotro). In contrast to other researchers who study how information infrastructure evolves over time, we study what infrastructure evolution reveals about water governance. Our analysis of the practices of participants in rural water governance reveals tensions between formal and informal processes, which affect rural water services negatively.