1. Your Word Counts Emily Tomkys Valteri November 2018
What: Your Word Counts - A project that is looking to improve the collection, management and response to feedback received face to face in our humanitarian programmes.
Why:
Key to building trust with those we are working to support
Provide better quality programmes – we can listen and adapt to meet needs
Help us to be more accountable – to those we are seeking to support, as well as to donors
How: Innovative in two ways
Shifting our culture to be truly accountable and data driven
Technology – mobile case management system to support capture and referral of information and the DataHub to support responsible data management and analytics

2. August 2017 Rakhine state in Western Myanmar – home to over 3 million people with 1/3rd Rohingya
More than ½ million have fled destruction and persecution and entered Bangladesh as refugees – main news
But approx. 120,000 IDPs Rohinyas in a government segregated area which have movement restrictions created in 2012 following inter-communal violence
Roughly half in the camps are under 18, and over half are women.
Oxfam is providing access to water and sanitation facilities (handpumps, latrines, waste incinerators) and promoting WASH good practice in consortia with Solidarite. Targeting 96,000 people – predominantly Rohingyas but also the Rakhine population living in resettled areas to prevent increasing tension.
CHS – have a duty to enable the community to provide feedback, make complaints and participate in our work so that we can learn and improve and provide better services

3. ?
Myanmar had – suggestion box, hotline and F2F but at no point did it all get documented in the same place.
Hotline – only received one call. Was managed by one person. Couldn’t get a toll free number (potential blocker) plus power dynamics in terms of access to tech
Suggestion box – no suggestions. Issue with CMC intimidation & violence + high illiteracy
F2F – not documented and managed in a linear way. Responded to individuals and acted but not able to analyse holistically and spot trends to change the programme for the better. No evidence to show the fantastic work the team are doing and how responsive they are being to the community. Missing an opportunity to use data strategically

4. Process Step 1: Feedback given Step 6: Programme change
Step 2: Feedback input in device
Step 5: Reporting & analytics
Step 3: Technical teams update / resolve feedback
Step 4: Close the feedback loop
Wanted an easy way staff/partners/volunteers/community committee to document F2F feedback whilst mobile in the field. System has expanded beyond just face to face – all feedback no matter what the source can go into the system. Multi-channel is key to inclusivitiy
How the system work
Step 1 – feedback given face-to-face, hotline, suggestion box, SMS etc…
Step 2 – feedback input into device held by staff/partner/volunteer/community. If requires follow up, it is assigned to relevant team (technical or partner). SurveyCTO
Step 3 – technical team/partner log into system and can manage feedback cases and provide an update or resolve the issue in SurveyCTO
Step 4 – close loop at both individual level (if person left contact details) and at community level (posters/meetings etc). Step 5 – MEAL reporting & analytics (e.g. monthly reports/sitreps) and deep dives into technical areas in PowerBI. Data used to inform programme, donor reporting and input into new funding bids
Step 6 – where relevant, adapt programme accordingly. Use data as evidence for change needed for case to donor/management
Most exciting thing – two organisations working in consortia using the same mechanism. Can automatically refer feedback to each other. Collaboration :-)

5. Basic example workflow

6. WORKFLOW
Myanmar Sittwe field office case lists split by category, organisation and location

7. DataHub DataHub vision
Currently have SurveyCTO – DataHub – PowerBI set up but part of a wider vision

8. Data Reporting
Example Myanmar PBI reports following DH integration

9. Misconduct Reporting Community Staff / Partners Speak up
Misconduct reporting concept note

10. Collective Voice
Why are we doing this – to see the collective voice. Away from linear conversations to collective ones.
Use our data to improve our work and support people in crisis better, use real time project data for donors reporting, use evidence for advocacy work with governments and the sector as well as apply for new funding to meet needs e.g. adding livelihoods projects into our work in Rakhine or influencing other agencies to do this in the area.
System up and running in four countries (Iraq, Myanmar, Palestine, Ethiopia, Lebanon) with more in coming months (Yemen, Syria, Bangladesh). Through our DataHub, we able to analyse data and disaggregate by locations, age, gender and be able to see how long it is taking us to resolve the issue. Spot trends e.g. women over 60 are struggling to reach are distribution point in STMG camp or that we are receiving 100 requests per week for livelihoods support which is evidently an unmet need in the camps.
Vision - Oxfam will be able to analyse data more efficiently, be more responsive in our programming and the cost of analysis will be significantly reduced. We have the technology to enable us to become data driven.
Whilst recognising that data and managing data can be a double edge sword and so we are putting ethics and responsible data at the heart to ensure we do no harm to those we are seeking to support.

11. Thank you! Any questions? Further information: Twitter: @emilytomkys
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HIF website