Independent evaluation of data systems in MENA: Multi-country evaluation of phone-based contact centres

This evaluation considers the relevance, efficiency, effectiveness, coherence, and strategic positioning of UNHCR’s approach and use of phone-based contact centres (PBCCs) in the Middle East and Norther Africa (MENA) region. The purpose is to identify lessons and good practices as part of UNHCR’s approaches to Accountability to Affected People (AAP). The evaluation finds that PBCCs form a relevant and important part of the AAP eco-system and play a crucial role in enabling the communication of Forcibly Displaced and Stateless People (FDSP) with UNHCR. Nevertheless, many systems are under considerable pressure as FDSP populations are rising, and satisfaction with PBCC has been limited by long waiting times and staff’s limited capacity to cope with the volume of queries. Future developments in funding, technology and interagency cooperation are anticipated to influence the development of these services.