Digital Community Feedback Mechanisms for faster and better response and learning

GOAL has digitalised its community-facing feedback process utilising  commonly used mobile apps for data collection and storage, as well as  business analytics platforms. This Learning Brief outlines lessons from adapting these technologies to GOAL’s existing feedback mechanisms, their usage, and recommendations for future implementation. An integrated, digitalised system of feedback collection, management, and analysis has meant that GOAL has real-time community feedback data from every country programme, available at both local and global levels. This has enabled GOAL to do real-time case management with timelier responses to queries, complaints, and breaches, timelier investigation, as well as stronger data protection. All this is contributing to the improvement and greater impact of GOAL’s programmes