SMS feedback and accountability in Somalia

This case study explores the development and implementation of an innovative, mobile phone-based feedback mechanism by the Danish Refugee Council (DRC) in Somalia. In a complex conflict setting, characterised by major insecurity, lack of access for humanitarian actors, and limited civil participation in state structures, the project piloted the use of mobile phones and internet-based technologies to strengthen communication and feedback between beneficiaries, aid agencies, Somali communities, and the diaspora.

This is one of 15 case studies exploring the dynamics of successful innovation processes in humanitarian action. The case studies examine what good practice in humanitarian innovation looks like, what approaches and tools organisations have used to innovate in the humanitarian system, what the barriers to innovation are for individual organisations, and how they can be overcome. The case studies are synthesised in the summary report, 'More than just luck: Innovations in humanitarian action'.