2017 ICT4D Conference

The war in Syria, currently in its 7th year, and its spill-over effects in the neighboring countries can be considered one of the worst and most exhausting crises of our time. Complex emergencies, that become protracted in nature, require complex solutions and responses. This naturally includes innovation and a constant drive to deliver assistance more efficiently and effectively as the limited resources often cannot cover the needs on the ground. Setting its mind on bringing ICT4D solutions to practice in this setting and following the ideas and vision of the Grand Bargain, Caritas Jordan and Caritas Switzerland have embarked on a journey of exploration and innovation bringing a strong business process focus into the humanitarian landscape. This move does not come easy in the non-profit sector where reluctance of NGOs can be observed, to understand themselves as complex, large-scale businesses which are in need of appropriate structures and systems. In the ICT arena, this often translates into underestimation of the information and data management needs relying on “do it yourself” approach. Bringing together ICT platforms such as iFormBuilder and Salesforce, Caritas in Jordan is transforming its service delivery systems to be more efficient and inclusive. Focus is put on identification of needs through a single data collection and assessment procedure and concentration of business process in an integrated CRM platform, reducing beneficiary fatigue, facilitating referral and simplifying the efficient provision of services to people in need. The highlights of this process have been: 1) a clear shift from single-purpose to integrated solutions that are able to encompass the whole width of the business process allowing for tailoring assistance to beneficiaries’ needs, 2) the practical application of ICT4D solutions as the main driving factor helping the staff embrace change from bottom up, and 3) donors’ readiness to support business transformation process which can ensure higher accountability and quality of service delivery and reporting.