Re: [kictanet] kictanet Digest, Vol 5, Issue 22
Dear all, I am new to this list and have been lurking. In addition to the Latin American and Caribbean study noted by Alice, the World Dialogue on Regulation also conducted a similar survey of Africa in 2003 - for which the Kenyan regulatory website was observed to be a best practice website. http://www.regulateonline.org/content/view/213/65/ As mentioned by Alice, there is a Consumer Center on the CCK website - which is an extremely useful feature. In addition to what kind of information is made available, we also need to think about how it is organised and presented. At the CCK site, the information on the Consumer Center page seems overly formal. The tone and language of that section could be a bit more user friendly with examples of complaints and the kind of documentation that would be required. For example, I bought a prepaid card last month that was supposed to have 20 minutes of time on it. And after carefully monitoring my time so that I have enough for two months, more than 30 days after I bought the card I find out that I could only make 15 minutes of calls. What do I do? Your site tells me that I have to exhaust all possibilities with the provider. Is that the person I bought the card from? If I call the number on the card and they take the complaint but say they can't help me, can I complain to the regulator? Or, I have subscribed to a broadband (yeah!!) service. But from noon until about 6pm it is really slow. I've called my service provider, but they say everything is fine. Can I measure this? How do I show it is too slow for what I am paying? Some websites post the complaints that are being reviewed by the regulator; other websites post yearly consumer complaint indicators. Also, an online feature to submit questions could be useful. In a recent study of the Uruguayan regulator, we found that attention to consumer affairs was lacking on all levels (by the regulators, consumers and the private sector) simply because there is no historical tradition of a consumer movement in the country. One of the reports recommendations was for the regulator to work with the local consumer advocacy groups to strengthen them and make them a better resource for consumers. Developing a strong relationship with the consumer advocacy groups would also serve to lessen the burden on regulators in terms of improving communication and disseminating information to consumers via these groups. Thanks for the great discussion thus far. Very useful. - Amy Mahan _______________________________________________ Amy Mahan, LIRNE.NET Coordinator Montevideo, Uruguay www.lirne.net www.regulateonline.org ________________________________________________
The CCK recently unveiled the CCK service chatter that sets public expectations Re: dealing with the Commission and its staff interchangeably called the "The Customer Service Charter " it outlines rights and responsibilities and the procedure to follow if CCK service standards are not met. available at www.cck.go.ke
Then there is a consumer center on the website, which includes some useful links e.g how to make a complaint, what you need to know about telecoms services, but is this enough? I think the following benchmarks (http://www.regulateonline.org/content/view/354/69/ ) for Latin American and Caribbean Regulatory Authority Websites are rather useful
best alice
above comments are personal and do not reflect any position of the organizations I am affiliated with
------------------------------
thanx Mahan for the international perspective, and Alice's examples on the Service charter at CCK. Quite timely. Also Becky's input on what Regulator's are doing in terms of reaching out to the 'excluded' communities. It ties in quite well with what Brian is asking:- is it enough to build useful and effective websites when more than half of the community cannot access it. But that's probably tomorrow's topic on the Challenges. So with regard to eContent, what kind of stuff would we like to share (pull and put) on Regulator's websites? walu. --- "A.K. Mahan" <amahan@comunica.org> wrote:
Dear all, I am new to this list and have been lurking. In addition to the Latin American and Caribbean study noted by Alice, the World Dialogue on Regulation also conducted a similar survey of Africa in 2003 - for which the Kenyan regulatory website was observed to be a best practice website. http://www.regulateonline.org/content/view/213/65/
As mentioned by Alice, there is a Consumer Center on the CCK website - which is an extremely useful feature. In addition to what kind of information is made available, we also need to think about how it is organised and presented. At the CCK site, the information on the Consumer Center page seems overly formal. The tone and language of that section could be a bit more user friendly with examples of complaints and the kind of documentation that would be required.
For example, I bought a prepaid card last month that was supposed to have 20 minutes of time on it. And after carefully monitoring my time so that I have enough for two months, more than 30 days after I bought the card I find out that I could only make 15 minutes of calls. What do I do? Your site tells me that I have to exhaust all possibilities with the provider. Is that the person I bought the card from? If I call the number on the card and they take the complaint but say they can't help me, can I complain to the regulator?
Or, I have subscribed to a broadband (yeah!!) service. But from noon until about 6pm it is really slow. I've called my service provider, but they say everything is fine. Can I measure this? How do I show it is too slow for what I am paying?
Some websites post the complaints that are being reviewed by the regulator; other websites post yearly consumer complaint indicators. Also, an online feature to submit questions could be useful.
In a recent study of the Uruguayan regulator, we found that attention to consumer affairs was lacking on all levels (by the regulators, consumers and the private sector) simply because there is no historical tradition of a consumer movement in the country. One of the reports
recommendations was for the regulator to work with the local consumer advocacy groups to strengthen them and make them a better resource for consumers. Developing a strong relationship with the consumer advocacy groups would also serve to lessen the burden on regulators in terms of improving communication and disseminating information to consumers via these groups.
Thanks for the great discussion thus far. Very useful.
- Amy Mahan
_______________________________________________
Amy Mahan, LIRNE.NET Coordinator Montevideo, Uruguay
www.lirne.net www.regulateonline.org ________________________________________________
The CCK recently unveiled the CCK service chatter that sets public expectations Re: dealing with the Commission and its staff interchangeably called the "The Customer Service Charter " it outlines rights and responsibilities and the procedure to follow if CCK service standards are not met. available at www.cck.go.ke
Then there is a consumer center on the website, which includes some useful links e.g how to make a complaint, what you need to know about telecoms services, but is this enough? I think the following benchmarks (http://www.regulateonline.org/content/view/354/69/ ) for Latin American and Caribbean Regulatory Authority Websites are rather useful
best alice
above comments are personal and do not reflect any position of the organizations I am affiliated with
------------------------------
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Hi All, New to the list, In terms of content I think the following would be useful: 1. Type of complaints that have been received or type of issues you should look out for (common problems) and what one needs to do. That way one is aware of the key areas were the operators may (I use the word may loosely) be likely to fail on and are careful to monitor the calls. I bought an internet line last week for home use and discovered this week that the timing for the call begins before it even connects so as long as there is a ringing tone I am charged!!. Now if I report this problem I would expect that the regulator would at least try and have a frequent complaint list that is listed on their website.. This may keep the operators on their toes ? 2. Comparative costing rates both for calls and other added services 3. An online ;what to do' in terms of making a complaint and a feedback form which hopefully will be replied within ample time? Monica Kerretts-Makau On 16/10/07 4:41 PM, "John Walubengo" <jwalu@yahoo.com> wrote:
thanx Mahan for the international perspective, and Alice's examples on the Service charter at CCK. Quite timely. Also Becky's input on what Regulator's are doing in terms of reaching out to the 'excluded' communities. It ties in quite well with what Brian is asking:- is it enough to build useful and effective websites when more than half of the community cannot access it. But that's probably tomorrow's topic on the Challenges.
So with regard to eContent, what kind of stuff would we like to share (pull and put) on Regulator's websites?
walu.
--- "A.K. Mahan" <amahan@comunica.org> wrote:
Dear all, I am new to this list and have been lurking. In addition to the Latin American and Caribbean study noted by Alice, the World Dialogue on Regulation also conducted a similar survey of Africa in 2003 - for which the Kenyan regulatory website was observed to be a best practice website. http://www.regulateonline.org/content/view/213/65/
As mentioned by Alice, there is a Consumer Center on the CCK website - which is an extremely useful feature. In addition to what kind of information is made available, we also need to think about how it is organised and presented. At the CCK site, the information on the Consumer Center page seems overly formal. The tone and language of that section could be a bit more user friendly with examples of complaints and the kind of documentation that would be required.
For example, I bought a prepaid card last month that was supposed to have 20 minutes of time on it. And after carefully monitoring my time so that I have enough for two months, more than 30 days after I bought the card I find out that I could only make 15 minutes of calls. What do I do? Your site tells me that I have to exhaust all possibilities with the provider. Is that the person I bought the card from? If I call the number on the card and they take the complaint but say they can't help me, can I complain to the regulator?
Or, I have subscribed to a broadband (yeah!!) service. But from noon until about 6pm it is really slow. I've called my service provider, but they say everything is fine. Can I measure this? How do I show it is too slow for what I am paying?
Some websites post the complaints that are being reviewed by the regulator; other websites post yearly consumer complaint indicators. Also, an online feature to submit questions could be useful.
In a recent study of the Uruguayan regulator, we found that attention to consumer affairs was lacking on all levels (by the regulators, consumers and the private sector) simply because there is no historical tradition of a consumer movement in the country. One of the reports
recommendations was for the regulator to work with the local consumer advocacy groups to strengthen them and make them a better resource for consumers. Developing a strong relationship with the consumer advocacy groups would also serve to lessen the burden on regulators in terms of improving communication and disseminating information to consumers via these groups.
Thanks for the great discussion thus far. Very useful.
- Amy Mahan
_______________________________________________
Amy Mahan, LIRNE.NET Coordinator Montevideo, Uruguay
www.lirne.net www.regulateonline.org ________________________________________________
The CCK recently unveiled the CCK service chatter that sets public expectations Re: dealing with the Commission and its staff interchangeably called the "The Customer Service Charter " it outlines rights and responsibilities and the procedure to follow if CCK service standards are not met. available at www.cck.go.ke
Then there is a consumer center on the website, which includes some useful links e.g how to make a complaint, what you need to know about telecoms services, but is this enough? I think the following benchmarks (http://www.regulateonline.org/content/view/354/69/ ) for Latin American and Caribbean Regulatory Authority Websites are rather useful
best alice
above comments are personal and do not reflect any position of the organizations I am affiliated with
------------------------------
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Welcome to Day 6 of 10. Thanks to all for your contributions - particularly those making their "maiden" speeches (Benard?, Monica?). You all better speak before we "dissolve" this discussion session this Friday. Anyway, today we want to discuss the barriers facing Regulators who wish to efectively deploy eCommunications to their customers. Assuming the relevant eContent has been developed and is available what factors could inhibit its deployment? We can use the good old SLEPT approach for scanning the Macro-environment i.e.what are the Social, Legal, Economical, Political and Technological challenges inhibiting eCommunications for Regulators? Think both ways- from the Customer (Operator, Consumer, etc) and the Regulator perspectives. 1 quick day on this one. All new and belated contributions are welome. walu. ____________________________________________________________________________________ Don't let your dream ride pass you by. Make it a reality with Yahoo! Autos. http://autos.yahoo.com/index.html
John, On Oct 17, 2007, at 7:57 AM, John Walubengo wrote:
facing Regulators who wish to efectively deploy eCommunications to their customers. Assuming the relevant eContent has been developed and is available what factors could inhibit its deployment?
my feeling so far is that we have been somewhat constrained in this discussion with the assumption (conscious or unconscious) that regulatory eContent and e-Communication is framed within a web-based paradigm. What can you say to debunk that notion? What can others say to bring in other "e" forms of media/distribution/ access? What I can put in is: - Comic Book - targetted towards helping semi-literate understand what regulation is, why regulators are needed and who their regulator is - E-Book - all regulations in e-book format (a simple converter will do this from a word/PDF document). E-Books should also be downloadable from the 'net - E-Book readers; e.g. http://www.learningcenter.sony.us/assets/itpd/ reader/ ; or any Windows or Palm PDA - Radio programme - "know your regulator" - could be a series (4-6 weeks) that is repeated twice a year - TV programme - "Communications Regulation in Kenya" for a documentary type approach; "How to E" for a youth-oriented, more lively approach - interaction with local movie/soap producers so that CCK can be a feature in their programming e.g. Inspekta Mwala and Jihoja Mahakamani really helps people understand the police, law and justice related issues Regards, Mblayo
Brian, Actually considering eContent beyond the web plaftorm is within the discussion framework. The Technological challenges represented by the 'T' in the SLEPT approach is one of the biggest barriers facing deployment of eCommunications within the restricted domain of the web-platform. And so your urge to have us think for solutions outside the web-platform is quite in order - TV, Radio, Mobile phone and other communication campaigns are a welcome consideration for discussion. Except that it means moving into the next threads "Possible eTools for Regulators". walu. --- Brian Longwe <brian@isisweb.nl> wrote:
John,
On Oct 17, 2007, at 7:57 AM, John Walubengo wrote:
facing Regulators who wish to efectively deploy eCommunications to their customers. Assuming the relevant eContent has been developed and is available what factors could inhibit its deployment?
my feeling so far is that we have been somewhat constrained in this discussion with the assumption (conscious or unconscious) that regulatory eContent and e-Communication is framed within a web-based paradigm.
What can you say to debunk that notion?
What can others say to bring in other "e" forms of media/distribution/ access?
What I can put in is: - Comic Book - targetted towards helping semi-literate understand what regulation is, why regulators are needed and who their regulator is - E-Book - all regulations in e-book format (a simple converter will do this from a word/PDF document). E-Books should also be
downloadable from the 'net - E-Book readers; e.g. http://www.learningcenter.sony.us/assets/itpd/ reader/ ; or any Windows or Palm PDA - Radio programme - "know your regulator" - could be a series (4-6 weeks) that is repeated twice a year - TV programme - "Communications Regulation in Kenya" for a documentary type approach; "How to E" for a youth-oriented, more lively approach - interaction with local movie/soap producers so that CCK can be a feature in their programming e.g. Inspekta Mwala and Jihoja Mahakamani really helps people understand the police, law and justice related issues
Regards,
Mblayo
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Hi all, Paul Kagame won the Lifetime Achievement Award for boosting Rwanda's ICT sector. Business Daily: December 7, 2007: Written by Kui Kinyanjui In what could be seen as a nod to the vibrant nature of the Kenyan ICT scene, the country scooped a record number of major awards at the recent African ICT Achievers Awards in South Africa. The country's bag of five big wins, including the top ICT Business Woman and Man in Africa awards, indicate good things are happening across the ICT spectrum. Jyoti Mukherjee, winner of the top businesswoman of the year on the continent award, has managed the growth of one of the oldest IT services companies in the country and can rightly boast of having used shrewd business acumen and smart partnerships as some of the main reasons for her success. On his part, Brian Llongwe-the continent's best ICT Business Man - has been instrumental in the country's ICT development over the years, being perhaps most famous for pushing for a local Internet exchange point that has seen traffic to local grow exponentially. Mwende Gatabaki scooped the Top Public sector CIO for her work at KTDA, while Computers for Schools bagged the Top Civil Society/ NGO honours. Also recognised were Rebecca Wanjiru of the People newspaper for her insightful journalism and 3 Mice as runners-up in the best ICT SME category. For his efforts in propelling his country's ICT sector into the international arena, President Paul Kagame won the Lifetime Achievement Award. The awards draw participation from a large proportion of the stakeholders on the continent with entries from Egypt, Tunisia, Senegal, Ghana, Uganda, Nigeria, Cote d'Ivoire, Rwanda, Mauritius, Seychelles, Mozambique, Zambia, Swaziland, Zimbabwe, Lesotho, Namibia, Malawi, Angola, Burundi, South Africa and Tomorrow, the Kenyan version of ICT awards will be held at the Panari Hotel in Nairobi and is hosted by the Computer Society of Kenya. While awards traditionally recognize the better known names in the sector, perhaps the time has come for an award ceremony that recognizes the real innovators in the industry; the young Kenyan who developed a full-length interactive computer game, the less publicized, but equally relevant workers in the open source world, to name just a few.
Kwach, Thanks for the sharing spirit...but please avoid editing forwarded content:) The story was run on November 28, 2007 (NOT today 7th Dec). <http://www.bdafrica.com/index.php?option=com_content&task=view&id=4531&Itemid=5843> Cheers! Alex --- Kwach <kwach@archway-productions.com> wrote:
Hi all,
Paul Kagame won the Lifetime Achievement Award for boosting Rwanda's ICT sector.
Business Daily: December 7, 2007: Written by Kui Kinyanjui
In what could be seen as a nod to the vibrant nature of the Kenyan ICT scene, the country scooped a record number of major awards at the recent African ICT Achievers Awards in South Africa.
The country's bag of five big wins, including the top ICT Business Woman and Man in Africa awards, indicate good things are happening across the ICT spectrum.
Jyoti Mukherjee, winner of the top businesswoman of the year on the continent award, has managed the growth of one of the oldest IT services companies in the country and can rightly boast of having used shrewd business acumen and smart partnerships as some of the main reasons for her success.
On his part, Brian Llongwe-the continent's best ICT Business Man - has been instrumental in the country's ICT development over the years, being perhaps most famous for pushing for a local Internet exchange point that has seen traffic to local grow exponentially.
Mwende Gatabaki scooped the Top Public sector CIO for her work at KTDA, while Computers for Schools bagged the Top Civil Society/ NGO honours.
Also recognised were Rebecca Wanjiru of the People newspaper for her insightful journalism and 3 Mice as runners-up in the best ICT SME category.
For his efforts in propelling his country's ICT sector into the international arena, President Paul Kagame won the Lifetime Achievement Award.
The awards draw participation from a large proportion of the stakeholders on the continent with entries from Egypt, Tunisia, Senegal, Ghana, Uganda, Nigeria, Cote d'Ivoire, Rwanda, Mauritius, Seychelles, Mozambique, Zambia, Swaziland, Zimbabwe, Lesotho, Namibia, Malawi, Angola, Burundi, South Africa and
Tomorrow, the Kenyan version of ICT awards will be held at the Panari Hotel in Nairobi and is hosted by the Computer Society of Kenya.
While awards traditionally recognize the better known names in the sector, perhaps the time has come for an award ceremony that recognizes the real innovators in the industry; the young Kenyan who developed a full-length interactive computer game, the less publicized, but equally relevant workers in the open source world, to name just a few.
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1. Does the consumer/customer have the basic knowledge on how retrieve and use the info on e-platform? On 10/17/07, John Walubengo <jwalu@yahoo.com> wrote:
Welcome to Day 6 of 10.
Thanks to all for your contributions - particularly those making their "maiden" speeches (Benard?, Monica?). You all better speak before we "dissolve" this discussion session this Friday. Anyway, today we want to discuss the barriers
facing Regulators who wish to efectively deploy eCommunications to their customers. Assuming the relevant eContent has been developed and is available what factors could inhibit its deployment?
We can use the good old SLEPT approach for scanning the Macro-environment i.e.what are the Social, Legal, Economical, Political and Technological challenges inhibiting eCommunications for Regulators? Think both ways- from the Customer (Operator, Consumer, etc) and the Regulator perspectives.
1 quick day on this one. All new and belated contributions are welome.
walu.
____________________________________________________________________________________ Don't let your dream ride pass you by. Make it a reality with Yahoo! Autos. http://autos.yahoo.com/index.html
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-- Judy Ann Okite, +254-721237507,+254-734252336 P.O. BOX 2228 00100, NAIROBI,KENYA. "Motivation is the art of getting people to do what you want them to do because they want to do it."
2. Lack of available and afordable e-infrastructure to reach every consumer/customer the regulator may wish to. On 10/17/07, John Walubengo <jwalu@yahoo.com> wrote:
Welcome to Day 6 of 10.
Thanks to all for your contributions - particularly those making their "maiden" speeches (Benard?, Monica?). You all better speak before we "dissolve" this discussion session this Friday. Anyway, today we want to discuss the barriers
facing Regulators who wish to efectively deploy eCommunications to their customers. Assuming the relevant eContent has been developed and is available what factors could inhibit its deployment?
We can use the good old SLEPT approach for scanning the Macro-environment i.e.what are the Social, Legal, Economical, Political and Technological challenges inhibiting eCommunications for Regulators? Think both ways- from the Customer (Operator, Consumer, etc) and the Regulator perspectives.
1 quick day on this one. All new and belated contributions are welome.
walu.
____________________________________________________________________________________ Don't let your dream ride pass you by. Make it a reality with Yahoo! Autos. http://autos.yahoo.com/index.html
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-- Judy Ann Okite, +254-721237507,+254-734252336 P.O. BOX 2228 00100, NAIROBI,KENYA. "Motivation is the art of getting people to do what you want them to do because they want to do it."
3. Lack of e-confidence: U hardly get response from companies wen U try to keep it on the e-level,how about when its a case? Kind Regards, On 10/17/07, John Walubengo <jwalu@yahoo.com> wrote:
Welcome to Day 6 of 10.
Thanks to all for your contributions - particularly those making their "maiden" speeches (Benard?, Monica?). You all better speak before we "dissolve" this discussion session this Friday. Anyway, today we want to discuss the barriers
facing Regulators who wish to efectively deploy eCommunications to their customers. Assuming the relevant eContent has been developed and is available what factors could inhibit its deployment?
We can use the good old SLEPT approach for scanning the Macro-environment i.e.what are the Social, Legal, Economical, Political and Technological challenges inhibiting eCommunications for Regulators? Think both ways- from the Customer (Operator, Consumer, etc) and the Regulator perspectives.
1 quick day on this one. All new and belated contributions are welome.
walu.
____________________________________________________________________________________ Don't let your dream ride pass you by. Make it a reality with Yahoo! Autos. http://autos.yahoo.com/index.html
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-- Judy Ann Okite, +254-721237507,+254-734252336 P.O. BOX 2228 00100, NAIROBI,KENYA. "Motivation is the art of getting people to do what you want them to do because they want to do it."
From the regulators point of view: Getting its constituents (customers) on the net and aware of the facilities they have. Probably a good example for those of you us in Kenya is the campaign Kenya Revenue Authority (KRA) has done in ensuring everyone is really aware of their website and services etc and what they can do.
It might be useful for our regulators to do Road shows and really go out there and speak on their role etc Cheers Monica Kerretts-Makau On 17/10/07 7:57 AM, "John Walubengo" <jwalu@yahoo.com> wrote:
Welcome to Day 6 of 10.
Thanks to all for your contributions - particularly those making their "maiden" speeches (Benard?, Monica?). You all better speak before we "dissolve" this discussion session this Friday. Anyway, today we want to discuss the barriers
facing Regulators who wish to efectively deploy eCommunications to their customers. Assuming the relevant eContent has been developed and is available what factors could inhibit its deployment?
We can use the good old SLEPT approach for scanning the Macro-environment i.e.what are the Social, Legal, Economical, Political and Technological challenges inhibiting eCommunications for Regulators? Think both ways- from the Customer (Operator, Consumer, etc) and the Regulator perspectives.
1 quick day on this one. All new and belated contributions are welome.
walu.
______________________________________________________________________________ ______ Don't let your dream ride pass you by. Make it a reality with Yahoo! Autos. http://autos.yahoo.com/index.html
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I want to extend this topic by one day. My contribution on challenges based on the SLEPT scanning include: Social Barriers: Most Regulator customers (Operators, Consumers, etc) are not aware of how the Regulator can help/assist them. The ones that know, are often frustrated by the the 'official-dom' or beauracracies presented by most Regulators such that one would not where or how to communicate electronically or otherwise with them. Legal Barriers: Most jurisdictions dont have compelling legeslation that empowers the Regulator's customers to demand and get certain information within reasonable periods of time. This was reflected in the IDRC reseach shared by Edith (time for Freedom of Information Act?) Economical Barriers: cant think of any for now. Political Barriers : Within emerging democracies, the theory of Regulatory Independence rarely gets to be practiced. As such, Regulatory communication (electronic or otherwise) with Customers is hampered by the need to cross-check with the politcal 'God-fathers' Technological Barriers: Communicating with Regulators could be hampered by lack of Telecommunication infrastructure (as mentioned by Judy O. and Brian). Even if the material was online - how many of the target group can access it? walu. --- Monica Kerretts-Makau <mkmakau@yahoo.co.uk> wrote:
From the regulators point of view: Getting its constituents (customers) on the net and aware of the facilities they have. Probably a good example for those of you us in Kenya is the campaign Kenya Revenue Authority (KRA) has done in ensuring everyone is really aware of their website and services etc and what they can do.
It might be useful for our regulators to do Road shows and really go out there and speak on their role etc
Cheers Monica Kerretts-Makau
On 17/10/07 7:57 AM, "John Walubengo" <jwalu@yahoo.com> wrote:
Welcome to Day 6 of 10.
Thanks to all for your contributions - particularly those making their "maiden" speeches (Benard?, Monica?). You all better speak before we "dissolve" this discussion session this Friday. Anyway, today we want to discuss the barriers
facing Regulators who wish to efectively deploy eCommunications to their customers. Assuming the relevant eContent has been developed and is available what factors could inhibit its deployment?
We can use the good old SLEPT approach for scanning the Macro-environment i.e.what are the Social, Legal, Economical, Political and Technological challenges inhibiting eCommunications for Regulators? Think both ways- from the Customer (Operator, Consumer, etc) and the Regulator perspectives.
1 quick day on this one. All new and belated contributions are welome.
walu.
______________________________________________________________________________
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participants (7)
-
A.K. Mahan -
Alex Gakuru -
Brian Longwe -
John Walubengo -
Judy Okite -
Kwach -
Monica Kerretts-Makau