Overview
As the scale and complexity of humanitarian crises continue to grow, NRC faced the urgent need to enhance its communication channels and improve the efficiency of its operations. The organisation sought a comprehensive solution that would enable it to reach more people, provide timely assistance, and adapt to the ever-evolving landscape of humanitarian aid.
Challenge
The Norwegian Refugee Council faced several challenges in its efforts to provide humanitarian aid to displaced populations. Firstly, the organisation needed to expand its communication channels to reach a wider range of beneficiaries, particularly those in remote or conflict-affected areas.
Secondly, the need for efficient and scalable solutions to handle increased demand for services, especially during major crises, was paramount. Additionally, ensuring accessibility for beneficiaries with limited access to technology or those in areas with poor network connectivity posed a significant challenge.
Furthermore, NRC sought to improve data collection and analysis to gain valuable insights into the needs of beneficiaries and optimise resource allocation. The organisation also aimed to enhance collaboration and coordination among its teams, both within the organisation and with external partners, to streamline operations and improve the overall impact of its interventions.
Solution
To address these challenges, the NRC partnered with Zing to implement a comprehensive digital transformation strategy through Twilio. A key component of this strategy was the development of the Digital Community Hub (DCH), an innovative omni-channel community engagement solution built on the Twilio Flex platform. The DCH enabled NRC to establish multiple contact centres across various countries, providing critical support to displaced populations.
"We switched it all on and were expecting a few hundred messages in the first week; we received thousands a day in that first week. We didn’t realise just how big the demand was. We received 21,000 calls in the first week." Christopher Hoffman Global Project Manager, NRC
By leveraging Twilio's powerful communication tools, NRC was able to overcome geographical barriers and reach beneficiaries through multiple channels, including phone, WhatsApp, and web chat.
The platform's flexibility allowed NRC to adapt to changing circumstances and scale operations rapidly, ensuring timely assistance during crises. Additionally, the integration of innovative features like USSD enabled NRC to reach beneficiaries who may not have access to smartphones or reliable internet connectivity.
Result
The implementation of Twilio Flex has revolutionised the way NRC delivers humanitarian aid. By streamlining operations and improving communication channels, NRC has been able to reach more people in need and provide timely assistance. The platform's flexibility and scalability have enabled NRC to adapt to rapidly changing circumstances and respond effectively to crises.
"Working with Zing, we’ve just seen our use of Twilio expand and expand. We thought we were going to build a hut and we built a skyscraper. It’s been really, really spectacular and really cost effective." Christopher Hoffman Global Project Manager, NRC
The integration of innovative features such as WhatsApp, USSD, and audio messages has expanded the reach of NRC's services, ensuring that even those with limited access to technology can receive support. By leveraging data-driven insights, NRC has been able to optimise resource allocation and tailor its interventions to the specific needs of affected populations.
Through the successful implementation of Twilio Flex, NRC has solidified its position as a leading humanitarian organisation, demonstrating a commitment to innovation and a dedication to improving the lives of displaced people worldwide.
