Paper details

Paper authors	Leonard Hessling
In panel on	Professionalizing the Use of Information Communication Technologies and Data in Crisis Response
Paper presenter(s) will be presenting	In-Person / Online

Abstract

Abstract: Especially in humanitarian crises, local organizations come under tremendous pressure while rapidly outgrowing their pre-crisis structure. In such an environment, ICT solutions have been sensationalized as the silver bullet boosting transparency, responsiveness and efficiency. However, the introduction of solid ICT solutions does not come natural in the non-profit sector, where donors and NGOs alike can be reluctant to understand themselves as large-scale businesses in need of complex technical solutions. This translates into an underestimation of the information and data management needs and thus the adoption of a “do it yourself” approach, which soon outgrows existing capabilities and perpetuates inefficiencies. Furthermore, the introduction of new ICT solutions is oftentimes perceived as the implementation of a merely technical procedure, neglecting institutional requirements and processes to achieve full and adequate embedment.
In response to these issues, this paper will argue for inclusive organizational development processes when seeking to set-up comprehensive ICT solutions in a humanitarian environment. This will be illustrated against the example of Caritas Switzerland’s cooperation with Caritas Jordan, which hinges on a participatory and adaptive organizational development process, to successfully develop and introduce a comprehensive system for Customer Relations Management (CRM). In order to be able to build up a sustainable and well-adapted ICT solution, a multi-year iterative process was required, that in turn has not only improved the delivery of humanitarian assistance, but also increased resilience and sustainability of the local partner organization.

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