Services
The Digital Gateway brings together a set of digital services that support safer, clearer, and more accessible engagement between forcibly displaced and stateless people and UNHCR. These services are delivered primarily through the My Services Portal, the refugee-facing interface of the Digital Gateway, and are complemented by other channels such as contact centres, assisted access, and in-person services.
The services described below reflect a phased and user-centred approach. They have been developed based on operational priorities and extensive community input and continue to evolve as the Digital Gateway expands to additional contexts.
Account Creation & Onboarding
Supports account creation through a tailored onboarding process. It guides unregistered users through onboarding and submitting an online registration application while it allows registered users to securely access their information and available services through invitations.
Checking Resettlement Status
Supports portal users to securely check the status of their resettlement case, in real time, and what it means for them at each step of the process. This helps them stay informed and reduces uncertainty during a complex process.
Requests, Complaints and Feedback
Enables users to submit requests, complaints, or feedback directly through the portal and track the status of their submissions—promoting transparency, accountability, and timely response.
Adding a family member
Allows registered persons to add a newborn or newly arrived unregistered family members by providing their personal details – such as, documents, photo, and other relevant information – and submitting a registration request, often completed through an-person appointment.
Document Management
Facilitates users to access and manage important documents online — whether provided by the user or issued by UNHCR. Automated reminders about upcoming expiry and replacement options help ensure continuity of protection.
Appointment Management
Enables portal users to request and manage appointments for various services, reducing the need for travel and long wait times. This ensures timely support while easing pressure on operations.
Collection of Additional Information
Supports the collection of additional information through tailored surveys and structured digital forms. This allows users to share needs, experiences, and priorities in a clear and structured way. The information supports more responsive and targeted service delivery while respecting data protection principles.