Overview

A key component of the IFRC’s work is cash voucher assistance, empowering individuals with the resources they need most in each situation. However, managing large-scale aid distribution and eligibility determination can be complex, especially in conflict zones.

Challenge

The invasion of Ukraine triggered a massive humanitarian crisis, displacing over eight million people. The IFRC faced the monumental task of providing critical aid, including cash vouchers, to those in need. Traditional methods of processing aid requests were proving inadequate to meet the scale of the challenge. The IFRC needed a solution that could efficiently handle a surge in inquiries, accurately collect essential information, and expedite aid delivery, all while navigating the complexities of a conflict zone.

Solution

To address these challenges, the IFRC partnered with Twilio and Zing, a specialized Twilio Flex provider. The solution involved the creation of digital helpdesks powered by Twilio Flex, a cloud-based platform for digital engagement. This innovative approach offered several key benefits:

Firstly, Twilio Flex enabled the IFRC to scale its operations to meet the unprecedented demand. The platform's robust infrastructure allowed for efficient handling of a high volume of inquiries, ensuring that no request was left unattended.  

Secondly, the platform's multilingual capabilities were crucial in providing support to diverse populations. Agents could communicate effectively with beneficiaries in their native languages, fostering trust and understanding.  

Thirdly, Twilio Flex facilitated multi-channel communication, enabling the IFRC to reach beneficiaries through their preferred channels, such as Viber and WhatsApp. This enhanced accessibility and convenience, especially for those who may have limited access to traditional communication methods.

Result

The implementation of Twilio Flex yielded significant results for the IFRC.

The Hungarian Red Cross helpdesk, powered by Twilio Flex, experienced a substantial increase in its capacity to handle inquiries. This enabled the organisation to provide timely cash and voucher assistance to a greater number of displaced Ukrainians. Furthermore, the platform's streamlined workflows and automated tasks significantly improved efficiency, allowing a smaller team to resolve a higher volume of cases.

Redline, the Netherlands Red Cross helpdesk, leveraged Twilio Flex to provide essential services to undocumented migrants. By offering anonymous assistance through a WhatsApp helpdesk, Redline created a safe and accessible platform for individuals who may be hesitant to engage with government entities, helping to provide critical support to vulnerable populations.

"With humanitarian needs growing faster than ever and yet the amount of aid having flatlined, we sought a technology partner who could enable us to get more value from every dollar that is donated. Twilio’s robust platform enables us to design custom solutions for varying use cases, ultimately providing support to individuals from the moment of displacement through to their resettlement. Twilio Flex's customisable approach allows us to deliver personalised aid that caters to varying individual needs, from delivering direct cash and voucher assistance to providing crucial information anonymously across multiple communication channels." Juriaan Lahr Director of Digital Transformation at the IFRC

The success of these initial deployments has encouraged the IFRC to expand the use of Twilio Flex to 15 additional countries. This expansion will further enhance the organisation's ability to provide timely and effective humanitarian aid to those in need, particularly in the face of complex and large-scale crises.