6.1 IM Lessons from the Field
Information Management is rarely implemented under perfect conditions. Across diverse humanitarian contexts, teams have developed creative, practical, and collaborative approaches to solve IM challenges, strengthen data systems, and improve program delivery.
This section presents real-life examples from NRC Country Offices and MapAction, showcasing how IM was used to address specific challenges — from improving registration and data security, to enabling localized workflows, and bridging gaps in accountability and coordination. These cases highlight not just successes, but also the adaptations and lessons learned along the way.
Each case is organized by context, IM approach, and outcomes or reflections.
6.1.1 Case Study 1: Enhancing Registration Integrity with Digital Tokens
Organization: NRC Country: Democratic Republic of the Congo (DRC) Sector: Emergency Response – Registration
Context and Challenge NRC DRC faced challenges with duplicate and fraudulent registrations during emergency distributions. Manual processes made it difficult to track participants accurately, and identity theft (e.g. impersonation) was increasing. These issues undermined the fairness of aid delivery and posed reputational and accountability risks.
IM Approach Taken The team introduced a digitized registration system using QR codes. Unique QR-coded tokens were issued to each household, with details encoded and linked to NRC’s beneficiary database. Data was collected using mobile tools, scanned and verified through tablets and laptops, and synchronized daily. Staff verified identity through on-site photo checks and field-level validation.
Outcomes & Lessons Learned
The new process reduced duplication and enhanced beneficiary verification.
Distribution became more secure and efficient, with improved audit trails and real-time validation.
Though initial training and logistics were demanding, the approach proved scalable and adaptable across provinces.
6.1.2 Case Study 2: Streamlining Accountability Through a WhatsApp Chatbot
Organization: NRC Country: Lebanon Sector: Multi-sector – Accountability & Case Management
Context & Challenge NRC Lebanon needed an accessible, real-time communication channel for programme participants to request support or information. Existing hotlines and walk-ins were resource-intensive and fragmented across teams, making follow-up difficult and slowing responsiveness.
IM Approach Taken A WhatsApp-based chatbot was launched using Twilio, providing participants with automated options for submitting questions or requests. These were integrated into Microsoft Dynamics 365, NRC’s case management system. Power Automate helped manage data flows between platforms, while Power BI dashboards visualized open cases and trends for management.
Outcomes & Lessons Learned
The chatbot increased accessibility and comfort for users, who were already familiar with WhatsApp.
Internal case routing became faster and more structured across departments.
Some challenges emerged around digital literacy, chatbot limitations (e.g., language input), and syncing across systems — but these were mitigated by iterative rollouts and training.
The initiative demonstrated how off-the-shelf digital solutions can be adapted for complex humanitarian workflows.
6.1.3 Case Study 3: Building Customized IM Systems for Assessment and Case Management
Organization: NRC Country: Iran Sector: Multi-sector – Vulnerability Assessment, Case Management, Reporting
Context & Challenge Prior to 2018, NRC Iran faced challenges in standardizing vulnerability assessments across its six active Core Competencies. Each Area Office conducted assessments independently, often using different tools and scoring systems, leading to duplicated efforts, inconsistent reporting, and inefficiencies in targeting. Even with the introduction of the Comprehensive Vulnerability Assessment Tool (CVAT), harmonization was slow and uneven.
In addition, during the COVID-19 pandemic, service continuity was at risk due to difficulties collecting documentation from beneficiaries, especially for legal aid (ICLA). Meanwhile, verification and data processing were under pressure due to limited Programme and MEAL capacity.
IM Approach Taken NRC Iran’s IM team developed a custom beneficiary database system called “Sunshine”, incorporating the CVAT into a centralized, digital platform. The tool standardized both the assessment content and scoring mechanisms. Later, to further increase usability and sector buy-in, the IM team developed an advanced version named “Bridge”, which introduced case management, referrals, and a dynamic reporting module.
During the COVID-19 lockdowns, a user-friendly document upload interface was created to allow participants to share required files remotely via a simple link.
To address broader structural inefficiencies, IM also conducted a data flow mapping exercise across all Area Offices, identifying bottlenecks and triggering a shift away from paper-based assessments in some locations.
Outcomes & Lessons Learned
The Sunshine and Bridge platforms reduced duplication, improved scoring consistency, and enabled better targeting and follow-up.
The enhancements to the system increased usage across Core Competencies and improved Programme ownership and management support.
Remote document collection maintained service delivery during the pandemic.
Mapping data flows helped reveal weak points and led to practical changes in assessment practices.
6.1.4 Case Study 4: Supporting Cholera Response Coordination through Real-Time Mapping
Organization: MapAction Country: Malawi Sector: Health Emergency Response (Cholera)
Context & Challenge In response to a cholera outbreak across Malawi in 2023, humanitarian actors and government agencies faced difficulty visualizing outbreak patterns and coordinating data across partners. The Ministry of Health had limited capacity for geospatial analysis, delaying hotspot identification and response planning.
IM Approach Taken MapAction deployed IM experts into the Health Cluster coordination cell. Using open-source tools like QGIS, KoBoToolbox, and ArcGIS Online, the team built a centralized geospatial data hub and introduced GPS-enabled forms for real-time case tracking and WASH infrastructure monitoring. They supported partners through joint analysis sessions and facilitated data-sharing agreements to strengthen collaboration.
Outcomes & Lessons Learned
The real-time dashboard informed daily coordination meetings and improved hotspot targeting.
Field teams responded faster thanks to more accessible, visualized data.
On-the-job capacity strengthening enabled national staff to maintain datasets independently.
Early connectivity issues and resistance to data centralization were addressed through governance protocols and trust-building.
Key Takeaways: Integrating IM into coordination mechanisms and investing in local capacity greatly increases operational agility.
6.1.5 Case Study 5: Automating Cross-Border Situational Mapping for Sector Coordination
Organization: MapAction Country: Syria (Cross-border Ops via Turkey) Sector: Multi-sector Humanitarian Assistance
Context & Challenge In 2022, sector coordination hubs in Gaziantep required timely and harmonized mapping to support cross-border programming into Syria. Fragmented data formats and a lack of automation delayed situational updates and complicated decision-making for Health, Shelter, Protection, and WASH sectors.
IM Approach Taken MapAction built automated, sector-specific mapping templates using Python and QGIS. Scripts were developed to routinely update access maps, displacement layers, and service gaps. IMOs received mentoring and technical documentation to maintain and adapt these tools. A shared data model was created to align inputs across sectors.
Outcomes & Lessons Learned
Automated products saved time and freed IMOs for analysis.
Sector leads used up-to-date visuals during coordination meetings.
Mentorship boosted confidence in GIS tools, while early delays due to inconsistent formats were resolved with standardization.
Key Takeaways: Automation boosts efficiency, but consistent training and shared standards are critical for scale.
6.1.6 Case Study 6: Localizing IM for Disaster Preparedness with Community Partners
Organization: MapAction Country: Philippines (Eastern Visayas) Sector: Disaster Risk Reduction (DRR), Preparedness
Context & Challenge Local governments in Eastern Visayas lacked the skills and tools to use geospatial data for evacuation planning. Weak digital infrastructure and low confidence in mapping technology limited the integration of risk data into preparedness workflows.
IM Approach Taken MapAction partnered with local NGOs and the Philippine Red Cross to deliver hybrid IM training and localized hazard mapping. Through workshops and coaching, community officials co-developed evacuation plans using KoBoToolbox and paper-based map kits. Peer-to-peer networks and offline-first approaches supported sustainability.
Outcomes & Lessons Learned
The evacuation maps were successfully used during Typhoon Odette in 2021.
Peer learning models helped replicate the work in neighboring areas.
Offline dashboards enabled non-technical users to engage with the data.
However, toolkits required follow-up support to ensure adoption.
Key Takeaways: Localization and peer-led capacity building are effective when supported with simple, offline-friendly tools.
6.1.7 Case Study 7: Hybrid IM Deployment in Earthquake Response
Organization: MapAction Country: Türkiye and Northwest Syria Sector: Emergency Response (Multi-sector)
Context & Challenge In the wake of the 2023 Türkiye–Syria earthquakes, responders faced massive infrastructure damage, fragmented data sources, and urgent needs for situational awareness to coordinate logistics and shelter planning.
IM Approach Taken MapAction deployed surge teams to Ankara and Gaziantep while running a remote cell. Using pre-developed templates, they rapidly produced maps showing damage, access constraints, and displacement. A centralized data hub was set up using satellite imagery, field reports, and open data, with coordination across national and local actors.
Outcomes & Lessons Learned
Maps were operational within hours and essential for early response.
Working closely with national and local actors improved relevance and accuracy.
Remote engagement in Syria was hampered by bandwidth and language barriers.
Early data inconsistencies were corrected through harmonization.
Key Takeaways: Hybrid deployments and localized validation increase flexibility and effectiveness, even in highly fluid emergencies.
6.1.8 Case Study 10: Regional Harmonization and Local Innovations in Protection IM
Organization: NRC Region: Latin America and the Caribbean Regional Office (LARO) Sectors: Protection, Inter-Sectoral Coordination, Case Management
1. ProLAC – Regional Protection Information Management System
Context & Challenge Protection-related data was being collected across NRC operations in Latin America, but with varying methodologies, analytical approaches, and inconsistent use. Even within NRC, this resulted in fragmentation, duplicated efforts, and missed opportunities for meaningful analysis.
IM Approach Taken In partnership with DRC and funded by ECHO, NRC launched ProLAC, a harmonized regional protection monitoring system now active in 11 countries. The system integrates four tools (household surveys, FGDs, KIIs, direct observation), collected via KoBoToolbox and processed through Python scripts for validation and access control. A Power BI dashboard aggregates trends across the region.
Safeguards:
No personally identifiable information (PII) is collected.
Access is restricted to local data only.
Regional dashboards visualize anonymized, aggregated data.
Outcomes & Lessons Learned
Automation improved validation, reduced manual workload, and increased data quality.
Regional comparison enabled shared learning and better advocacy.
Capacity gaps in digital literacy and IM skills require ongoing investment.
2. Venezuela: Digital Registration via Unique Activity Tokens
Context & Challenge Manual registration during information sessions and distributions led to duplicate records and made it hard to assign participant data to specific projects or indicators — especially during multi-sectoral events.
IM Approach Taken NRC developed a digital registration form in NRC Collect using a unique activity token system. Each activity was linked to a code that allowed multiple sectors to collect data under a shared identifier, while still tagging participants to specific projects and indicators.
Outcomes & Lessons Learned
The system prevented duplication and streamlined multi-sector coordination.
Real-time dashboards enabled disaggregated analysis and better planning.
Field staff found the system intuitive and efficient.
3. Venezuela: Digitalizing Case Management in Protection & ICLA
Context & Challenge Case management was paper-based, time-consuming, and prone to data loss. The objective was to create a digital system tailored for continuous updates and case follow-up.
IM Approach Taken Custom digital tools were created in KoBoToolbox, featuring automated unique case IDs and a structured workflow for case updates and monitoring. Dashboards were added to support review and reporting.
Outcomes & Lessons Learned
Transition to digital significantly improved case tracking and reduced reliance on paper.
Auto-generated case IDs improved organization and data retrieval.
Dashboards supported real-time oversight and enhanced reporting.
6.1.9 Case Study 8: Localizing and Automating the Portfolio Monitoring Tool (PMT)
Organization: NRC Country: Syria Response Office (SRO) Sector: Multi-sector – Programme Oversight, MEL, Finance
Context & Challenge In 2024, following a regional Project Cycle Management (PCM) review, NRC SRO identified inefficiencies in project oversight and monitoring. The previous process relied on quarterly, grant-level project review meetings, which were time-intensive and often led to inconsistencies between Country Office (CO) and Area Office (AO) data. The team needed a system that enabled monthly, AO-led reviews — while maintaining standardization, quality, and strategic insight for Country Management Group (CMG).
IM Approach Taken The IM team supported the development of a localized Portfolio Monitoring Tool (PMT) using Excel, customized for each AO. Each file included:
Budget vs Actual (BvA) tracking
Achievements vs Targets (AVT)
Action plan dashboards
Automation was built into the tool using Excel formulas to consolidate AO files into one CO-level file. Protections (e.g., locking financial fields) were included to maintain data integrity. Each AO’s version was led by Area Programme Managers (APMs), supported by MEL, Finance, and Grants staff, with country-level review led by the Grants Manager.
Outcomes & Lessons Learned
Improved timeliness and consistency of project reviews across all operational areas
CO and SMT now receive standardized monthly snapshots for strategic decision-making
Cross-functional collaboration increased shared ownership of the monitoring process
Challenges included limiting indicators to avoid bloated files (e.g., max 10 output indicators per CC/grant), and occasional formula errors requiring validation
Key Takeaways
Simple, localized tools can have high strategic impact when well-owned and coordinated
Regular oversight can be achieved without heavy tech by leveraging automation in tools staff already use
Joint design across IM, Grants, Finance, and MEL created shared responsibility and long-term viability
6.1.10 Case Study 9: Integrating Multiple Data Streams for Programme Oversight
Organization: NRC Country: Multi-Country – NRC Central America and Mexico (NCA) Office Sector: Multi-sector – Grants, Finance, Programme Coordination
Context & Challenge In a complex operating environment with multiple countries, projects, and Core Competencies (CCs), NRC’s NCA office faced a familiar challenge: different systems were used for financial planning, budgeting, programme implementation, and indicator reporting, but they did not connect with one another. This fragmentation made it difficult to monitor project performance in real time or to produce consolidated views across sectors, partners, or areas.
IM Approach Taken The IM team developed a centralized, interactive Time Scope and Budget (TSB) Tool using Power BI. This dashboard pulls together data from multiple Excel-based planning and reporting sources, making use of NRC’s standard software licenses (no added cost). The system allows users to filter and disaggregate data by CC, project, area, geography, and accounting lines — giving both granular and consolidated views.
The dashboard became the core reference point for Programme Review Meetings (PRMs), financial planning sessions, activity monitoring, and coordination between departments.
Outcomes & Lessons Learned
The TSB became a central tool for performance coordination, streamlining how data from MEL, Finance, and Programme was brought together for decision-making.
Data availability enabled faster, evidence-based adjustments, preventing major misalignments late in projects.
The tool significantly reduced manual analysis time and inter-departmental back-and-forth.
Regular updates and iterative improvements were necessary, but maintenance has since stabilized.
Key Takeaways
A well-designed tool doesn’t need expensive systems — it needs integration and usability.
Cross-departmental collaboration in design is essential for long-term adoption.
Having a unified view of operations across multiple countries or sectors is critical to strategic planning.
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