L’UNICC soutient le centre d’appel régional du HCR pour les réfugiés ukrainiens Titre

13 avril, 2023

Olha* used to have her own beauty salon in Mykolaiv, before the war forced her to flee in 2022. She fled to Bulgaria, thinking she would only be away a short time. She has been back to Ukraine, but it is not safe enough for her to stay there or rebuild her business currently. Her mother is with her in Bulgaria, after her home was destroyed by shelling, but her father remains in Ukraine. Almost one year on, Olha still really wants to return to live in Ukraine and resume her life there as soon as possible. If this is not possible, then she will consider setting up a salon in Bulgaria. *Name change for protection reason ; Over 2.6 million border crossings from Ukraine and Moldova into Romania have been recorded since escalation of hostilities in Ukraine on 24 February 2022. As of 31 December 2022, a total of 106,708 refugees from Ukraine are present in the country and 102,729 refugees registered for temporary protection in Romania, as per data from the Government of Romania. Women and children represent 80 per cent of the refugee population. UNHCR in Romania is responding to the needs of refugees from Ukraine through its field offices in Suceava (bordering with Ukraine), and Galati (bordering with Moldova and Ukraine), its country office in Bucharest and field presence in Iasi (border with Moldova). UNHCR works with partners to monitor the situation at the border and in areas where refugees live, to provide protection services, cash assistance, support for socio-economic inclusion and employment for refugees from Ukraine. Isaccea Border Crossing is located by the river Danube in south-eastern part of Romania bordering Ukraine (Odesa). UNHCR through its partner CNRR- Romanian National Council for Refugees and in cooperation with UNICEF’s partner YouHub assist arriving refugees through a Blue Dot Hub located at Isaccea border crossing point. Up to 3,000 border crossings were recorded at the crossing point during the first months of the conflict. In January 2023, th

Refugees fleeing the war in Ukraine can now access UNHCR’s protection and support services cost-free through the new Regional Contact Centre

The UN Refugee Agency (UNHCR), with the support of UNICC, has partnered with industry experts ServiceNow, British Telecom (BT) and Thirdera to set up a regional contact centre (RCC) for refugees fleeing the ongoing war in Ukraine.

Since the onset of the full-scale war in Ukraine, UNHCR has been working on innovative solutions to ensure that those forced to flee have access to the information they need as part of our accountability to affected populations. Partnering with UNICC and the private sector has allowed us to launch this Regional Contact Centre, the first of its kind, enabling us to communicate with the people we serve, providing them with information, and referring those with vulnerabilities to the services they need.

Mohammed Ghafour, Community-based Protection Officer, UNHCR

UNHCR, with its mission to safeguard the rights and well-being of refugees, reports that there were more than 8 million Ukrainian refugees recorded across Europe by the end of February 2023. UNHCR works to ensure that refugees can exercise the right to seek asylum and find safe refuge in another state, and to return home voluntarily when they choose and when it is safe to do so.

UNICC, the strategic partner for innovative digital solutions across the UN system, stands by UNHCR to support the millions of refugees they serve worldwide. We are proud to collaborate with ServiceNow, BT and Thirdera to rapidly deploy and maintain an innovative platform that is being used to provide support to those affected by the war in Ukraine.

Sameer Chauhan, Directeur, CICNU

Bringing together the best of Service Now, BT, Thirdera and UNICC’s digital expertise and solutions, the new UNHCR RCC solution offers refugees a user friendly, multilingual platform to access vital information on emergency services, assistance and psychosocial counselling services as well as identifying vulnerable refugees and referring them to specialists for follow up support. The RCC also provides information on education, employment, healthcare, housing and legal support.

At Thirdera, our goal is always to use transformation to improve the lives of the many and this initiative is a perfect example of how we can provide that value. We believe that our strength and depth on the platform and the Customer Service Management solution, will make for a fast implementation allowing Ukrainian refugees to get access to the necessary support that they need in these difficult times.

Rian Butcher, Senior Managing Director, EMEA, Thirdera

The RCC platform offers a cost-effective, accountable, cloud-based solution for UNHCR’s efforts in the field. It is built around a solution integrated with case management from Thirdera, using ServiceNow’s Customer Service Management (CSM) application, to build and keep interaction records with callers, and identify & refer vulnerabilities to UNHCR and its partners for follow up and response.

When an emergency situation arose in Ukraine and a refugee crisis developed, ServiceNow wanted to help in any way that we could. Technology should be used as a power for good, and ServiceNow is working closely with UNCHR, BT, UNICC and Thirdera to lay the foundations for a more efficient way of sharing and managing information, to support refugees impacted by the crisis. Connectivity and communication offered through this solution is key in supporting those in critical need.

Nick Tzitzon, Chief Strategy and Corporate Affairs Officer at ServiceNow

The service, which is a cost-free phone calling system, is now available in Hungary and Poland and can be scaled up to other countries in the region, depending on needs. The RCC is operated by teams based in Poland and Hungary, who speak both Ukrainian and Russian.

I’m incredibly proud of the Contact Centre team in Hungary taking calls from refugees and opening up this life-changing service to them. Our purpose is to connect for good. That means stepping up with like-minded partners, like ServiceNow and Thirdera, and making a difference.

Colin Bannon, Customer Technology, Solutions & Strategic Alliances Director, Global, BT

With a global blueprint in mind, this RCC solution is designed to be used in other situations and to be rapidly deployed to support UNHCR and partner UN organizations dealing with emergencies elsewhere around the world.