Redefining Site Management & Humanitarian Operations
What is Zite Manager?
Zite Manager is a programme run by IOM’s Global CCCM unit that aims to improve humanitarian responses to displacement crises through the combination of innovative technology, good programming practice, and scalable and contextualizable tools. The overall aim of the programme is to ensure the operational accountability of humanitarian actors to affected populations, by channelling community feedback, monitoring data, and service mapping data into humanitarian coordination & decision-making structures, utilizing CCCM’s coordination mandate to facilitate multi-sector programming and producing robust analytical and advocacy products. Zite Manager is able to refer & manage operational data to ensure communities needs are heard and responded to, while also identifying emerging trends regarding services, monitor standards in displacement settings and hold humanitarian aid actors accountable for the services they provide – ensuring that vulnerable populations are not falling through the cracks of siloed humanitarian responses.
Zite Manager is built off open source technology, and deployed in conjunction with standards developed from years of learning and good practice developed and operationally proven by IOM’s Site Management teams globally, and is easily adaptable and contextualizable to any humanitarian setting. This scalable solution to data inefficiency, ineffective community feedback mechanisms, and lack of coherent global standards is now the go-to programme for IOM Site Management teams around the world.
Today, Zite Manager has become a global, collaborative initiative between Site Management agencies to rethink and better utilize our activities to fulfil our mandate as a coordination stakeholder uniquely positioned to bring the voice of affected population into conversation with the wider humanitarian apparatus, improving accountability, aid effectiveness and ensuring people-centred approaches to displacement.
Proven Impact
Zite’s Impact is something that is seen by humanitarian frontline workers but ultimately felt by the affected population in the form of better service delivery, efficient communication, and stream-lined operations.
“Before Zite Manager, complaints were collected through a kobo form and on hard copy on a daily basis and referred each week. The response took weeks and sometimes more than a month. But now it takes only 1 or two days to record, referred and get back with response/feedback.”
~ Site Management staff working with IDPs in Ethiopia
“Since we started working with Zite Manager, we have improved our relationships with the community and established more trust—which helps us a lot in our daily work. It is easy for us to find complaints in our system so that we can easily check the status using the mobile app on our phones. Based on this status, we can communicate regularly with beneficiaries when they come back to us. We also don’t have duplicate complaints anymore. But my favorite function is the complaint filtering option because it allows me to view all of the complaints I have collected myself and work on them.”
~ Site Management Rohingya Volunteer in Cox’s Bazar