How a Hotline became a Lifetime: Morocco’s Leap in Community Feedback
Resource details
Resource type: Case Study
Organisation: IFRC, Moroccan Red Crescent, Netherlands Red Cross
Region: Africa
Category: Case study, Co-production, Complaints and feedback, CEA and Earthquakes
Tags: Co-design, Community feedback, Earthquakes
Publication year: 2026
Language: English
Description
This case study shows how the Moroccan Red Crescent replaced unstructured Excel tracking with a unified digital feedback system during the 2023 earthquake response, integrating a new hotline and face‑to‑face channels. With over 14,000 entries migrated and follow‑up times cut from 49 to 7 days, it demonstrates how simple, co‑designed tools can improve accountability and make assistance more responsive to community needs.
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