Refugees connected
Challenge
In Kenya, refugees can request services and appointments with UNHCR through an automated system – Kiosk Automated Services and Information (KASI) – but innovative approaches are needed to mitigate opportunities for fraud and corruption.
Solution
Leveraging Unstructured Supplementary Service Data (USSD) – a mobile protocol usable without internet access – to develop an alternative avenue for scheduling service requests that relies on familiar, reliable, and accessible technology. The solution accounts for language, literacy, and internet access differentials, offering flexibility and coverage while preserving confidentiality.
Impact
Refugees will enjoy easier access to the system for making in-person appointments with UNHCR on critical areas of service, including biodata changes, refugee status determination counselling, and complaint and feedback mechanisms.