A Complete Guide to Digital Transformation in Refugee Response

Overview: Digital Transformation in Refugee Response

Refugee camps might feel disconnected from the rest of the world, but thanks to digital transformation in refugee response, they’re more linked than ever. For many forcibly displaced people, a smartphone is no luxury: it’s a lifeline to protection, community, and opportunity.

In this guide, we explore digital transformation in refugee response: what it means, why it matters, and how NGOs and humanitarian actors can lead this change with purpose and impact.

Why Digital Transformation in Refugee Response Matters

Digital transformation is not just a buzzy trend in humanitarian work, it has become mission-critical. According to UNHCR, forced displacement and digital systems now intersect daily, creating both risk and immense opportunity(UNHCR Digital Innovation Fund).

Here’s why this shift matters:

• Connectivity as survival: A UNHCR-Accenture study found that many refugees view mobile connectivity as essential for safety and social connection.
• Digital exclusion is real: About 50% of refugees are less likely than the general population to own an internet-enabled phone, and 29% have no phone at all.
• Access barriers: In parts of Africa, up to 23% of displaced people reported not having a phone. Others cite no electricity, poor networks, or not knowing how to use the internet.

These are not fringe problems. They are central to how displaced people access protection, information, and services in the 21st century.

Key Pillars of Digital Transformation in Refugee Response

Digital transformation in refugee work spans several domains. Below are the main pillars, and how NGOs can engage.

1. Connectivity & Digital Inclusion

Refugee populations increasingly demand, and deserve, reliable internet access. UNHCR’s Digital Innovation Fund explicitly supports solutions that promote digital inclusion.

What’s working:

• Offline-first mobile apps
• Budget SIM / zero-cost data partnerships
• Digital literacy programs co-designed with refugee communities

Without connectivity, digital transformation isn’t possible at scale. NGOs must support infrastructure, literacy, and affordability.

2. Protection & Digital Safety

Digital tools introduce new risks: data breaches, misinformation, and exposure. That’s why UNHCR’s innovation fund focuses heavily on digital protection.

NGOs must invest in privacy, secure communication, and user-centric design. Innovations like encrypted messaging, secure identity management, and risk-aware platforms can protect the dignity and rights of displaced persons.

3. Service Delivery via Innovation

Digital transformation unlocks more efficient, scalable services:

• UNHCR’s 2025 Digital Innovation Fund backs a multilingual digital platform in Pakistan for navigating resettlement pathways (UNHCR 2025 Projects)
• Other projects include USSD appointment systems for asylum seekers, mobile cash assistance, and AI-powered virtual assistants for legal and protection information.

These innovations help bridge service gaps, especially where infrastructure is limited.

4. Refugee-Led Digital Innovation

One of the most powerful trends: refugee-led innovation. The Refugee-led Innovation Fund gives displaced people the chance to design and own digital solutions.

Examples:

• Apps co-created with refugee communities to report protection concerns
• Digital storytelling and content production hubs
• Cybersecurity education led by refugees, for refugees

This isn’t charity, it’s empowerment.

How NGOs Can Lead & Support Digital Transformation in Refugee Response

If you’re an NGO or humanitarian actor, here’s how to step into your role in this transformation.

A) Partner with Innovation Funds

Work with UNHCR’s Innovation Service to collaborate on digital projects. Their Digital Innovation Fund was built to support innovations co-created with communities.

B) Build Digital Literacy & Capacity

Support efforts to teach refugees how to use the internet safely, especially when device access is limited.
Offer workshops, peer training, or “digital boot camps.”

C) Design for Context

Not every refugee has 4G or a smartphone. Design tools that work offline, with USSD or SMS fallback.
Use human-centered design: involve refugees in building the services that affect them.

D) Strengthen Data Protection

Push for strong data policies – including encryption, privacy-by-design, and protection against cyber-threats.

E) Scale Proven Pilots

Identify successful pilot projects (e.g., platforms to navigate resettlement pathways), then scale them. Use data to build the case for funding and broader adoption.

Also read: Grant Writing Rules That Secure Funding

Challenges & Risks to Watch

Digital transformation brings opportunity, but also pitfalls.

• Digital divide: Many refugees live in areas with no or low mobile coverage.
• Cost: Data and devices remain expensive; some refugees spend a large share of their income to stay connected.
• Sustainability: Pilots risk dying without long-term funding or local ownership.
• Privacy and consent: Collecting data on displaced persons must be done ethically and securely
• Power dynamics: If digital tools are imposed without involving refugees, they risk reinforcing existing inequalities.

NGOs must navigate these risks intelligently.

Future Opportunities

Here’s where the future lies, and where NGOs can make a real impact:

• AI + predictive analytics: Projects like EMPATHIA (a human-AI framework for refugee inclusion) are already under study (arXiv).
• High-resolution displacement data: New models use semi-supervised machine learning to map refugee populations more precisely.
• Green digital infrastructure: Using aerial imagery to map power grids in refugee settlements and inform sustainable energy access.
• Blockchain and digital identity: Secure, portable identity systems can help refugees access aid, cross borders, and maintain rights.

Conclusion: Why Digital Transformation in Refugee Response is Crititcal

At IRES, we believe that digital transformation is not a convenience, it’s a cornerstone of the future of humanitarian action. When connectivity, innovation, and protection come together, NGOs can deliver better, faster, and more dignity-centered aid.

If your NGO is thinking about digital transformation, now is the time to act. Innovate with humility. Partner with displaced-led actors. Design for resilience. Let’s build a refugee response system that isn’t just reactive, but truly transformed.

Explore Indepth Research Institute’s (IRES) ICT for Disaster Response Solutions.

FAQs on Digital Transformation in Refugee Response

What does “digital transformation” in refugee response mean?

It means using digital technologies (connectivity, AI, mobile platforms, data systems) to improve protection, self-reliance, and service access for displaced people.

Why are many refugees still disconnected?

Barriers include cost, lack of devices, limited network infrastructure, and low digital literacy.

What is UNHCR’s Digital Innovation Fund?

It’s a fund that supports early-stage, community-led digital projects for displaced people, focusing on protection, inclusion, and service delivery.

How can NGOs support refugee-led innovation?

By partnering with refugee-led organizations, investing in capacity-building, and co-designing digital solutions that address real needs.

What are the risks of digital transformation for refugees?

Key risks include privacy violations, digital exclusion, cost burden, sustainability of tech projects, and misuse of data.

Eric Nyaga

Eric is a seasoned digital marketing strategist experienced in brand positioning, content strategy and results-driven campaigns. He has collaborated with leading brands and institutions across Africa to amplify their impact. At IRES, he leads strategic communication efforts and campaigns for leaders in public service and governance, humanitarian work and regional development. Email: eric@indepthresearch.co.ke