• Current opened records

  • How a hotline became a lifetime Morocco's leap in community feedback

Book
CID:
  • 32669
Corporate Author:
  • International Federation of Red Cross and Red Crescent Societies
Publication Date:
  • 2026
Publisher:
  • IFRC
Physical Description:
  • 8 p.
Language (Library):
  • English
Abstract:
  • The document presents how the Moroccan Red Crescent transformed its community feedback system during and after the 2023 Al Haouz earthquake response by co‑developing a centralized digital feedback data management system integrated with a new toll‑free hotline, “Ligne Verte.” Moving from scattered Excel sheets to a unified digital platform built on EspoCRM, the National Society now captures, categorizes and resolves community feedback in real time, reducing the average response time from 49 days to 7 and resolving 94% of cases. The system enables sector teams to act upon emerging trends—such as health concerns, safety risks or confusion around shelter assistance—leading to concrete programmatic adjustments and strengthening accountability, transparency and trust with affected communities. With over 14,000 feedback entries logged, including 700 hotline calls as of December 2025, the initiative demonstrates how locally led digital solutions can improve humanitarian coordination, responsiveness and evidence‑based decision-making, with plans for national scale‑up beyond earthquake‑affected areas.
Attached Documents:
Copyright:
  • The copyright of this document is owned by the International Federation of Red Cross and Red Crescent Societies (IFRC) or a third party. You may access and download the document or any part of it for private and non-commercial research purposes. You may not however reproduce, distribute, publish, modify, copy, translate into other languages or adapt the document or any part of it without the prior written permission of the IFRC or the third party.
Document Format:
  • photocopy
Number of Copies:
  • 1
Holding Library:
  • Library
Created Date:
  • 06 March 2026