Innovating Mobile Solutions for Refugees in East Africa

Innovating mobile solutions for refugees in East Africa

Opportunities and barrier to using mobile technology and the internet in Kakuma refugee camp and Nakivale refugee settlement

January 2018

NAKIVALE CELL TOWER IN BASE CAMP BASE IN TOWER CELL NAKIVALE

Acknowledgements 48

frica A East in refugees

lications for for lications imp wider and conclusions Common

5: Chapter 5 4

services and applications

Mapping refugee needs with existing mobile mobile existing with needs refugee Mapping

4: Chapter 2 4

services

of information and awareness of mobile mobile of awareness and information of Sources

3: Chapter 7 3

needs refugee

ile technology to address address to technology ile mob of importance The

6 2 2: Chapter

internet the to access and access phone Mobile

2 1 1: Chapter

9 methodology Research

8 objectives and outline Report

6 Introduction

4 summary Executive

3 multimedia to links and Definitions

Contents

e produced was edited by Samuel Hall to reduce play time. play reduce to Hall Samuel by edited was produced e footag The

CASE STUDY 1 STUDY CASE SITE - MICRO

CASE STUDY 2 STUDY CASE

research. this accompanies that website - micro a on found be also can

findings findings other and studies case The . , which can be accessed by clicking on the images below images the on clicking by accessed be can which , settlement Nakivale

case studies produced by refugees themselves in Kakuma camp and and camp Kakuma in themselves refugees by produced studies case video short two produced has study The

RESOURCES MULTIMEDIA

result. a as lives battery longer . daily recharged

reduced functionally, but have have but functionally, reduced days. many be to need typically smartphones

smartphones because of their their of because smartphones span which lives battery long have Largely due to the display, display, the to due Largely

are more affordable than than affordable more are tionality func limited their to due online stores such a Google Play. Play. Google a such stores online

megapixel count. Features phones phones Features count. megapixel but internet, the to access provide download applications from from applications download

have a high high a have can which cameras, not to typically They MMS). ( can can users Furthermore, . access

built built - in have also devices These Service Message Multimedia internet internet full and display screen

er. er. brows eb w limited a feature and (SMS) Service Message Short phone, in addition to a touch touch a to addition in phone,

basic game downloads and and downloads game basic , communication voice support feature a of functionality the

, , s lication app selected support phones Basic functionality. have all all have Smartphones expensive.

basic phone, feature phones phones feature phone, basic limited with but , device mobile device, but also the most most the also but device,

rich mobile mobile rich - feature most The a of functionality the Exceeding of type affordable most The

PHONE: SMART PHONE: FEATURE PHONE: BASIC

This study focuses on three main types of mobile device: Basic phones, Feature phones and Smartphones. and phones Feature phones, Basic device: mobile of types main three on focuses study This

. computers personal for reserved traditionally tasks

coupled with advances in scre in advances with coupled storage, data and power perform many many perform to devices mobile enabled have s display en

A mobile device is designed for portability and is typically lightweight and compact and lightweight typically is and portability for designed is device mobile A Increases in processing processing in Increases .

DEFINING MOBILE DEVICES MOBILE DEFINING

efinitions D

Networks Media Social and Smartphones Journeys Media Refugee Mapping (2016) et.al. Gillespie

Africa of Horn & East the in solutions durable of review A (2016) Hall ReDSS/Samuel

settlement. Nakivale and camp Kakuma both

to to common are that identified been have trends key

eight eight collected, data the of analysis on Based needs.

s. role supportive strong play mobile phone technology can play in addressing these these addressing in play can technology phone mobile

and SMS SMS and media social but friends, and family 8 needs across both locations, as well as in the role role the in as well as locations, both across needs

source information from from information source largely Refugees thermore, there are close similarities in refugee refugee in similarities close are there thermore, Fur

face in attaining such access. access. such attaining in face they challenges

family. and friends

and use mobile technology and the internet, and the the and internet, the and technology mobile use and

accessing information and communication with with communication and information accessing 7

there are many similarities in the way refugees access access refugees way the in similarities many are there

Refugees primarily use the mobile internet for for internet mobile the use primarily Refugees

geographic, urban and infrastructural differences, differences, infrastructural and urban geographic,

services. based - mobile

lthough Kakuma and Nakivale have very different different very have Nakivale and Kakuma lthough A

6 by refugees influences awareness of of awareness influences refugees by owned

TRENDS KEY Neither age, nor the type of mobile devices devices mobile of type the nor age, Neither

journey. their support to phone mobile a used Uganda. and Kenya in populations

5 the past three years are more likely to have have to likely more are years three past the technology and the internet within refugee refugee within internet the and technology

Refugees arriving in refugee settlements within within settlements refugee in arriving Refugees of its kind to focus on understanding the use of mobile mobile of use the understanding on focus to kind its of

dataset first the represents collected data primary The

ownership.

gender and population distribution in each location each in distribution population and gender . .

influence smartphone smartphone influence ly significant not es do

, , age nationality, on based selected purposefully

er day day er p USD $5 above income Furthermore, 4

interviews and case studies. Refugees were were Refugees studies. case and interviews

device earn less than $1 USD per day. day. per USD $1 than less earn device

survey, focus group discussions (FGDs), key informant informant key (FGDs), discussions group focus survey,

s who own a mobile mobile a own who s e refuge of majority The

scale quantitative quantitative scale - large a included collection ata D

. use refugees services and

. settlements reach they once refugees of lives

3 apps apps mobiles of number the does as , education

support the the support can it how and region, the within and from

Smartphone ownership increases with level of of level with increases ownership Smartphone

travel to, to, travel ’ refugees in plays technology mobile role the

internet. the ess acc to likely more to better understand understand better to unity opport an provides diversity

2 they are also also are they ; refugees older than smartphones

est. Their Their est. w the in Congo of Republic Democratic

Younger refugees are more likely to use use to likely more are refugees Younger

the the to ast, e the in Somalia from refugees including

, , region the across from nationalities of range diverse a WIFI. not , smartphones connected - 3G using

host host Both study. this for locations two the as selected The majority of refugees access the internet internet the access refugees of majority The

were were Uganda Western South in eue settlement refugee

TRENDS KEY

in Northern Kenya and and Kenya Northern in Nakivale Nakivale camp refugee Kakuma

. refugees

technology can play in supporting supporting in play can technology mobile role the affect literacy technical and services based - mobile of

step towards deciphering the degree to which mobile phone coverage, access to smartphones, awareness awareness smartphones, to access coverage, phone mobile which to degree the deciphering towards step

what extent current tech solutions meet their needs. The study takes a significant significant a takes study The needs. their meet solutions tech current extent what to and migration, support

explores how refugees traveling within East Africa use mobile technology and the internet to to internet the and technology mobile use Africa East within traveling refugees how explores study This

. life better a and safety of search in homes their leave they as refugees

. Smartphones have become a vital tool for many many for tool vital a become have Smartphones . es countri neighbouring from conflict fleeing Africans are

There are more refugees and asylum seekers in East Africa than Europe combined, the majority of which which of majority the combined, Europe than Africa East in seekers asylum and refugees more are There

Executive summary Executive

communities. refugee target . age

service delivery platforms available for supporting supporting for available platforms delivery service and and education , connectivity are services related and

influence access to different mobile devices and the the and devices mobile different to access influence indicators of access to mobile technology technology mobile to access of indicators strongest

determining how age, education and connectivity connectivity and education age, how determining Based on the key trends identified in this report, the the report, this in identified trends key the on Based

or or f reference a as acts infographic following

needs. of array diverse

secondary education. Based on these influencers, the the influencers, these on Based education. secondary

and, in turn, with refugee communities to address a a address to communities refugee with turn, in and,

smartphone, followed by those who completed completed who those by followed smartphone,

way to connect to social media through the internet internet the through media social to connect to way

University graduates the most likely to own a a own to likely most the graduates University

refugees, smartphones clearly offer the most effective effective most the offer clearly smartphones refugees,

education also affect smartphone ownership, with with ownership, smartphone affect also education

ces to to ces servi deliver can others and organisations

creases in levels of of levels in creases In Nakivale. in 30 and Kakuma in 28

a channel (voice/text) through which humanitarian humanitarian which through (voice/text) channel a

smartphone, with the average age of an owner being being owner an of age average the with smartphone,

provides provides device mobile of type any to access Although

services. Younger refugees are more likely to own a a own to likely more are refugees Younger services.

INDICATORS KEY based applications and and applications based - mobile of use increased

strong influencers of smartphone ownership and and ownership smartphone of influencers strong

designs hs td hs hw tha shown has study This t age and education are are education and age t

should be considered as part of future programme programme future of part as considered be should

AGE AND EDUCATION

working with refugee communities and and communities refugee with working those for

have important programming and policy implications implications policy and programming important have communities.

based solutions, these trends trends these solutions, based - internet and mobile mobile and internet based services in refugee refugee in services based internet and mobile

When taken as indicators for the potential adoption of of adoption potential the for indicators as taken When how practitioners can target target can practitioners how in determinants biggest

beyond voice and text. It is therefore one of the the of one therefore is It text. and voice beyond

. Africa East in countries between and settlements

ta services, is the keystone for accessing services services accessing for keystone the is services, ta da

cess and; (3) (3) and; cess ac internet mobile phone usage across across usage phone mobile

Connectivity, defined here as reliable access to 3G/4G 3G/4G to access reliable as here defined Connectivity,

through mobile; (2) barriers to to barriers (2) mobile; through mobile phone and and phone mobile

smartphones is only part of the challenge. challenge. the of part only is smartphones

needs that can be addressed addressed be can that needs refugee (1) ; between

Access to internet enabled devices such as as such devices enabled internet to Access

Nakivale and Kakuma suggest Kakuma and Nakivale a broader relationship relationship broader a

he close correlation of the eight trends identified in in identified trends eight the of correlation close he T CONNECTIVITY

obile Solutions for Refugees in East Africa: Selection of Refugee Locations for Further Research Further for Locations Refugee of Selection Africa: East in Refugees for Solutions obile M Innovating (2017) Hall Samuel

way ‘WhatsApp’ the Europe to Getting (2016) RMMS/DRC

Networks Media Social and Smartphones Journeys Media Refugee Mapping (2016) et.al. Gillespie

Africa of Horn & East the in solutions durable of review A (2016) Hall ReDSS/Samuel

without. those and

refugees with access to mobile applications and the internet, internet, the and applications mobile to access with refugees between divide digital growing the close help and –

Africa Africa East in refugees for tailored uniquely – solutions innovative of development the support can organisations,

how those working with refugees, from civil society, to government government to society, civil from refugees, with working those how on light shed report this in findings The

. part of this research series research this of part from hat t

in the literature review review literature the in found be can settlements refugee Nakivale and Kakuma of selection the for rationale

A deeper deeper A settlements. reach they once refugees of lives the support can it how and region, the within and

y plays for refugees traveling to, from from to, traveling refugees for plays y technolog mobile role the understand better to unity opport an provides

est. Their diversity diversity Their est. w the in Congo of Republic Democratic the to ast, e the in Somalia from refugees including

host a diverse range of nationalities from across the region, region, the across from nationalities of range diverse a host oth B study. s thi for locations two the as selected

were were Uganda Western South in and Kenya Northern in refugee camp refugee Kakuma refugee settlement refugee Nakivale

migration. regional of nexus the at positioned

(alongside Ethiopia and Sudan) and and Sudan) and Ethiopia (alongside Africa of Horn and East the in hosts refugee largest the of two are countries

place in Kenya and Uganda, home to some 1.7 million refugees. Both Both refugees. million 1.7 some to home Uganda, and Kenya in place took study the months, six over Conducted

and technical literacy affect the role mobile technology can play in supporting refugees supporting in play can technology mobile role the affect literacy technical and services .

the degree to which mobile phone coverage, access to smartphones to access coverage, phone mobile which to degree the ing decipher based based - mobile of awareness ,

and to what extent current tech solutions meet their needs. The study study The needs. their meet solutions tech current extent what to and towards step significant a takes

explore how refugees traveling within East Africa use m use Africa East within traveling refugees how explore to support migration, migration, support to internet the and technology obile

received a research grant from the Humanitarian Innovation Fund (HIF) to to (HIF) Fund Innovation Humanitarian the from grant research a received Hall Samuel backdrop, this Against

. north global the in living and to traveling refugees from differ might needs their how and populations displaced

and those living in Europe, but also a knowledge gap in understanding how how understanding in gap knowledge a also but Europe, in living those and technology can support support can technology mobile

most needed by refugees. The evidence not only points to a digital divide between refugees hosted in East Africa Africa East in hosted refugees between divide digital a to points only not evidence The refugees. by needed most

innovations are are innovations based - internet other and apps mobile what on exists data hard no lmost a and years, 20 over

displaced persons in East Africa, where protracted displacement has become a characteristic characteristic a become has displacement protracted where Africa, East in persons displaced of the region for for region the of

e technology can better support refugees and internally internally and refugees support better can technology e mobil how understand to done be to needs More

countries. host in arrive they once opportunities job and

access to potentially lifesaving information during their journey and and journey their during information lifesaving potentially to access limited more have Africa financial, learning learning financial,

East East in refugees services, technology these Without region. the across from communities refugee host to Africa

, despite the responsibility of many countries in East East in countries many of responsibility the despite , north global the and Europe to compared , south global

paucity of mobile solutions developed for refugees in the the in refugees for developed solutions mobile of paucity the underlines e pag following the on infographic The

. technology adoption by refugees in East Africa East in refugees by adoption technology

region, lack of access to smartphones and low levels of technical literacy are all cited as factors that restrict restrict that factors as cited all are literacy technical of levels low and smartphones to access of lack region,

more limited in the apps and social networks they ca they networks social and apps the in limited more Poor or incomplete mobile connectivity across the the across connectivity mobile incomplete or Poor use. n

upport their journey to Europe, there is an assumption that that assumption an is there Europe, to journey their upport s to Maps refugees traveling within Africa are much much are Africa within traveling refugees

lst refugees traveling from the Middle East rely tools such as Facebook, WhatsApp and Google Google and WhatsApp Facebook, as such tools rely East Middle the from traveling refugees lst Whi . Africa East

with little research conducted to assess the assess to conducted research little with technology uses and needs of refugees traveling too, from and within within and from too, traveling refugees of needs and uses technology

Despite this, much literature on the use of mobile technology for migration focuses on migration into Europe, Europe, into migration on focuses migration for technology mobile of use the on literature much this, Despite

. used to communicate with frie with communicate to used to support the journey to a sa a to journey the support to and , behind left family and nds fer location fer

. For many, mobile mobile many, For . and the internet internet the and phones tools vital are Africans fleeing conflict from neighbouring countries neighbouring from conflict fleeing Africans

There are more refugees and asylum seekers in East Afr East in seekers asylum and refugees more are There ica than Europe combined, the majority of which are are which of majority the combined, Europe than ica

Introduction

A TYPICAL INTERNET CAFÉ IN KAKUMA 2 2 KAKUMA IN CAFÉ INTERNET TYPICAL A

region.

their implications for the wider wider the for implications their d an needs these meet to adapted be might that world the in elsewhere found

applications or services services or applications based - internet or mobile existing present and , Nakivale and Kakuma in needs ee refug

priority priority support better can internet the and technology mobile how explore then will chapter two final The

. s service and ps) (ap applications based - phone of awareness Refugee •

The importance of mobile technology to address refugee needs refugee address to technology mobile of importance The ; •

; internet the to access and access phone Mobile •

: examining y b Nakivale and Kakuma in use and access

assumptions on mobile phone ownership, ownership, phone mobile on assumptions arify cl that s chapter three present will report the this, achieve o T

OUTLINE REPORT

to support migrants in the East Africa, or are new initiatives required? initiatives new are or Africa, East the in migrants support to available are services and apps

migrants and the challenges in accessing technology, accessing in challenges the and migrants / gees refu of needs actual the of light In 4. existing existing what

, including humanitarian agencies and other actors that support them? support that actors other and agencies humanitarian including , settlements

in selected refugee refugee selected in refugees to relevant and ilable ava are services and ) apps ( applications mobile What 3.

settlements? the in refugees to

es es servic and apps g deliverin for opportunities and challenges socioeconomic and technological the are What 2.

needs? se the address to internet the and technology

mobile mobile for way a there is and Africa East in face migrants refugees/ that needs pressing st mo the e ar What 1.

questions: following the addresses , therefore , study This

Africa. East in refugees

the development of a suite of resources and innovative innovative and resources of suite a of development the solutions that are uniquely tailored to to tailored uniquely are that solutions based - mobile

ng at the nexus of technology and migration and technology of nexus the at ng worki those by used when , study this that hoped is It will lead to to lead will ,

mechanisms for delivering practical support to to support practical delivering for mechanisms refugees and displaced communities displaced and refugees .

highlight how innovations in in innovations how highlight and Africa East echnology can be used to develop more efficient efficient more develop to used be can echnology t mobile

The reports overarching objective is to is objective overarching reports The clarify assumptions on mobile phone and internet acce internet and phone mobile on assumptions clarify ss by refugees in in refugees by ss

opportunities for using mobile phone mobile using for opportunities rt refugees within East Africa East within refugees rt suppo to internet the and technology .

The purpose of this this of purpose The tanding of the technical and and technical the of tanding unders better a provide to is report socioeconomic barriers and and barriers socioeconomic

OBJECTIVES RESEARCH

and outline Report bjectives o

KAKUM A REFUGEE CAMP REFUGEE A , KENYA ,

4 Kakuma 45+ Sudanese South 5 Rubondo 45 - 26 Rwandese 5

Juru 45 - 26 Congolese 4 3 Kakuma 45+ Somalia 4

Juru 45 - 26 Burundian 3 2 Kakuma 45 - 26 Congolese 3

Congolese 2 2 Kakuma 25 - 18 Somali 2 Camp Base 25 - 18

Camp Base 25 - 18 Somali 1 1 Kakuma 25 - 18 Sudanese South 1

Location Ages Nationalities FGD Location Ages Nationalities FGD

akivale N Kakuma

participants. six contained FGD Each . selected purposefully were

ethnicities at each location, the following groups groups following the location, each at ethnicities and age of mix the reflect to order In Nakivale. in five and Kakuma

focus group discussions were conducted in this study. Five in in Five study. this in conducted were discussions group focus 10 of total a survey, quantitative the compliment To

696 Surveys 696

669 Surveys 669

KAKUMA

NAKIVALE

: Distribution of interview locations for quantitative surveys conducted in Kakuma and Nakivale and Kakuma in conducted surveys quantitative for locations interview of Distribution : 1 Figure

GPS. using captured , location each at conducted s survey

distribution of of distribution the displays 1 Figure Nakivale. and Kakuma in zone each from sampled then were pondents es r

subsequent contacts from their own social network to participate in the study. study. the in participate to network social own their from contacts subsequent For the quantitative survey, survey, quantitative the For

local knowledge to identify respondents respondents identify to knowledge local , whereby each respondent recommends recommends respondent each whereby , sampling’ ‘snowball through

This data was collected using using collected was data This ). 12 and 11 pages (see location teams of refugee enumerators, who used used who enumerators, refugee of teams local

Refugees were purposefully selected based on on based selected purposefully were Refugees age, gender and population distributio population and gender age, nationality, ns in each each in ns

in Nakivale (1365 in total). total). in (1365 Nakivale in Kakuma; in conducted were surveys quantitative interviews and case studies. studies. case and interviews 669 696

Primary data collection included collection data Primary quantitative survey, focus group discussions (FGDs), key informant informant key (FGDs), discussions group focus survey, quantitative scale - large a

used.

based services meet their needs, needs, their meet services based - bile mo current both quantitative and qualitative data collection methods were were methods collection data qualitative and quantitative both

better understand how refugees in Kakuma and Nakivale use mobile technology mobile use Nakivale and Kakuma in refugees how understand better To and the extent to which which to extent the and ,

STRATEGY SAMPLING

Research m Research ethodology

Staude.L. (2017). East Africa’s young: An asset or a problem? a or asset An young: Africa’s East (2017). Staude.L.

location.

indicative of the major refugee nationalities present in each each in present nationalities refugee major the of indicative broadly is surveyed refugees of d sprea population The

Congo Sudan

Tanzania Rwanda Somalia Burundi Congo DR Other Ethiopia Sudan Burundi DR Somalia South

93 99

151

105

122

320

193

Refugees surveyed in Nakivale by nationality by Nakivale in surveyed Refugees Refugees surveyed in Kakuma by naonality by Kakuma in surveyed Refugees

Figure 4: Nationality distribution Nationality 4: Figure :

The proportion of men and women interviewed at both locations reflects the relative gender balance that exists. that balance gender relative the reflects locations both at interviewed women and men of proportion The

Female Male Female Male

49.9% 50.1% 50.6% 49.4% Kakuma Nakivale

Gender : 3 Figure

(those over 24) to speak with enumerators during the study. study. the during enumerators with speak to 24) over (those

The larger percentage of respondents aged 25 to 44 reflects a greater willingness of older refug older of willingness greater a reflects 44 to 25 aged respondents of percentage larger The . ees ees Africa

Both Kakuma and Nakivale are home to a relatively young population of refugees, a characteristi a refugees, of population young relatively a to home are Nakivale and Kakuma Both c typical of East East of typical c

42.9% 45.8%

65 + 65 65 + 65

45 to 64 to 45 45 to 64 to 45

25 to 44 to 25 25 to 44 to 25

32.1% 20.5%

31.1%

16.5% 18 to 24 to 18 18 to 24 to 18

5.6% 5.5%

Age of survey populaon in Nakivale in populaon survey of Age Kakuma in populaon survey of Age

Age 2: Figure

. location refugee each in ributions dist population

ge, gender and and gender ge, a around centred strategy sampling a on based collected data the of summary a is ing follow The

SURVEY STATISTICS SURVEY

tools used in this study can be found in Annex A Annex in found be can study this in used tools .

of mobile technology and the internet within refugee within internet the and technology mobile of populations in Kenya and Uganda. All of the data collection collection data the of All Uganda. and Kenya in populations

in Kakuma and Nakivale represents the first first the represents Nakivale and Kakuma in collected Data of its kind to focus on understanding the use use the understanding on focus to kind its of dataset

. economic output (GDP) output economic

) 11 ii. World Bank (2017 Bank World ii.

3% to Turkana county’s county’s Turkana to 3% contributed camp the 2017, In

(2017) UNHCR i.

increasingly become part of the wider Kenyan economy. economy. Kenyan wider the of part become increasingly

Despite its relative isolation, Kakuma refugee camp has has camp refugee Kakuma isolation, relative its Despite connectivity. 2G intermediate in resulting restrictive,

is more more is 4 and 3 Kakuma of parts in coverage , network seasons.

4G and 3G Safaricom’s access can 2 and 1 Kakuma regularly exceeding 30 degrees Celsius in the dry dry the in Celsius degrees 30 exceeding regularly

. While While . ones z some in coverage network poor from suffer Conditions in the camp are arid, with temperatures temperatures with arid, are camp the in Conditions

residents camp towers, these of presence the Despite

ica. Afr of East and Horn

Safaricom. by installed both 2, and 1 Kakuma and is home to over 174,000 refuges from all over the the over all from refuges 174,000 over to home is and 4)

in in located towers, phone cell two has camp Kakuma (Kakuma 1 to to 1 (Kakuma zones settlement four has camp the Today

originally a refuge for Sudanese fleeing persecution. persecution. fleeing Sudanese for refuge a originally services.

Ethiopia, South Sudan and Uganda. Built in 1992, it was was it 1992, in Built Uganda. and Sudan South Ethiopia, in the camp and competes with Safaricom to deliver deliver to Safaricom with competes and camp the in

the borders of of borders the to close positioned Kenya, Western e e coverag network widespread provides also Airtel . camp

is in Turkana county in North North in county Turkana in is aua eue camp refugee Kakuma in Kakuma refugee refugee Kakuma in operator primary the also is , operator

mobile network network mobile largest Kenya’s is which Safaricom,

Female Male

A BRIEF HISTORY OF MOBILITY IN KAKUMA IN MOBILITY OF HISTORY BRIEF A

59.4%

53.2% 60+

18 to 59 to 18

46.8%

Under 18 Under

39.5%

1.2%

BY GENDER AND AGE AND GENDER BY POPULATION

Kakuma 1 Kakuma

4 Kakuma

Other

Burundi

21.6%

Sudan 174,348

55.4%

POPULATION POPULATION

Ethiopia

2 Kakuma REFUGEE

5.9%

DR Congo DR

5.8%

Somalia

3 Kakuma 5.5%

South Sudan South

4.6% 1.3%

OPULATION SIZE AND NATIONALITY AND SIZE OPULATION P

KAKUMA REFUGEE CAMP REFUGEE KAKUMA , KENYA ,

) ii. World Bank (2017 Bank World ii.

(2017) UNHCR i.

road. by possible

REFERENCES:

ted in a rural location, access to Nakivale is only only is Nakivale to access location, rural a in ted Situa

Nakivali. lake neighbouring by largely

The settlement is agriculturally productive and fed fed and productive agriculturally is settlement The

internet. the to access populated. densely most the Camp

or or , connection mobile ood g a get to Camp Base to travel Base Camp, Juru and Rubondo, with Base Base with Rubondo, and Juru Camp, Base zones:

must zones Juru and ubondo R in living those of Many divided into three administrative administrative three into divided - sub is Nakivale

MTN. to compared as strength region. the across from gees refu 125,000

refugees use Africell because it has a better signal signal better a has it because Africell use refugees settlements in Africa and is home to approximately approximately to home is and Africa in settlements

of majority the result, a As . Camp Base in settlement t refugee refugee t oldes the of one is Nakivale 1958,

located at the center of the the of center the at located and 013 2 in Africell by borders of Rwanda and Tanzania. Established in in Established Tanzania. and Rwanda of borders

The settlement has only one cell phone tower, installed installed tower, phone cell one only has settlement The close to the the to close , Uganda Western South in district

is located in Isingiro Isingiro in located is aiae eue settlement refugee Nakivale

. . years 10 around for area in present in been and Nakivale

MTN and Africell are the dominant mobile operators in in operators mobile dominant the are Africell and MTN

Female Male

A BRIEF HISTORY OF MOBILITY IN NAKIVALE IN MOBILITY OF HISTORY BRIEF A

50.2%

53.2% 60+

18 to 59 to 18

46.8%

Under 18 Under

47.5%

2.2%

POPULATION BY GENDER AND AGE AND GENDER BY POPULATION

Juru

27.5%

Camp Base Other

Rwanda

125,398

POPULATION POPULATION Somalia

REFUGEE REFUGEE

42.9%

18.7% Burundi

Rubondo DR Congo DR

8.8%

2.0%

POPULATION SIZE AND NA AND SIZE POPULATION TIONALITY

NAKIVALE REFUGEE SETTLEMENT, UGANDA SETTLEMENT, REFUGEE NAKIVALE

Samuel Hall are built built are Hall Samuel by study recent a in recorded refugees for services the of half over , Africa East across

known not is smartphone a to) access have (or own who refugees of number the h Althoug refugees towards

ed ed target services innovative deploy can organisations humanitarian which through gateway a provide websites,

browsing browsing and applications running of capable smartphones especially hnology, tec phone mobile to ccess A

AUGUST 2017 AUGUST , 4 UMA KAK : SUDANESE SOUTH YOUNG WITH FGD FROM EXTRACT

”. Nairobi from goods order to it use also I Sometimes life. with bored

camp in case there is any emergency. It is also my only source of entertainment; I use it to play games when when games play to it use I entertainment; of source only my also is It emergency. any is there case in camp

each my friends here in the the in here friends my each r to it use I Germany. and USA the like countries other in relatives my and Sudan

My phone is very important to my life because it unites me with my family members back at home in South South in home at back members family my with me unites it because life my to important very is phone My “

device. mobile a sharing or owning, either respondents of 99% almost with high, especially is Kakuma in access

Mobile phone phone Mobile device. mobile a to all at access no have refugees of percentage small a Only settlements. refugee

at 81% in Nakivale and 96% in Kakuma Kakuma in 96% and Nakivale in 81% at standing high, is interviewed those amongst ownership device bile Mo

No access No device Shares device Owns Shares device Shares device Owns No access No

81.2% 96.0%

ACCESS ACCESS

PHONE PHONE PHONE

Kakuma Nakivale

98.7% % 93.4

12.2%

2.7% 6.6% 1.3%

5: Levels of mobile phone access in Nakivale and Kakuma refugee settlement refugee Kakuma and Nakivale in access phone mobile of Levels 5: Figure s

. 5) (Figure phone mobile a to access had or

refugees at our study locations were asked if they owned owned they if asked were locations study our at refugees , ownership phone mobile of s level ascertain to order In

EES REFUG AMONGST ACCESS PHONE MOBILE

internet the accessing to Barriers •

Refugee income as a factor in mobile phone ownership phone mobile in factor a as income Refugee

•

Refugee age, gender and education as a factor in mobile phone ownership phone mobile in factor a as education and gender age, Refugee

•

ownership and access phone mobile of Levels •

: examining by so does It ent. settlem Nakivale and p

primary data collected through interviewing refugees in Kakuma cam Kakuma in refugees interviewing through collected data primary

challenges to mobile phone acc phone mobile to challenges key the of some s explore chapter This the internet, based on on based internet, the to access and ess

nd inclusion, also play an influential role. influential an play also inclusion, nd a access social of indicators key often are which , education and

access to mobile technology and the internet, and if other factors such as age, gender age, as such factors other if and internet, the and technology mobile to access influence status financial ,

extent to which these factors factors these which to extent the determine to collected been has evidence d han - first no almost , However

. Africa East in refugees by

technical literacy have literacy technical factors that restrict adoption restrict that factors as cited been all of mobile phone phone mobile of based services based internet and

Poor or incomplete mobile c mobile incomplete or Poor onnectivity across across onnectivity the region, lack of access to mobile devices mobile to access of lack region, the levels of of levels low and

MOBILE PHONE ACCESS AND ACCESS TO THE INTERNET INTERNET THE TO ACCESS AND ACCESS PHONE MOBILE

: 1 CHAPTER

Ibid 11

PewResesrch (2016), Smartphone Ownership and Internet Usage Continues to Climb in Emerging Economics, pp. 16 pp. Economics, Emerging in Climb to Continues Usage Internet and Ownership Smartphone (2016), PewResesrch

Behind Falls Displaced Africa’s for Innovation Divide: Digital Refugee (2017) B. Hounsell.

devices. mobile different to access have women and men that

in the average age age average the in – settings refugee both across and between – equality relative also is There . Research Pew

from from ownership smartphone global of findings imilar s with correlates and ownership phone basic

. This compares to an average age of 39 for for 39 of age average an to compares This . Nakivale in 30 and Kakuma in 28 being ship owner of age average

younger refugees are more likely to own a smartphone, with the the with smartphone, a own to likely more are refugees younger that assumption common a confirm ndings Fi

28 32 9 2 28 Smartphone

34 34 3 3 4 3 phone Feature

37 39 42 36 phone Basic

Female Male Female Male Type Device Mobile

Nakivale Kakuma

gender and settlement refugee by ownership device mobile of age Average : 1 Table

female mobile phone owners in Kakuma and Nakivale r Nakivale and Kakuma in owners phone mobile female camps. efugee

summarises the average age of male and and male of age average the summarises 1 Table , survey quantitative the from collected responses on Based

AGE OF INFLUENCE THE

factor? influencing

Are younger people more likely to use mobile phones and the internet the and phones mobile use to likely more people younger Are f education an an education f o level or gender, s I ?

IN MOBILE PHONE OWNERSHIP PHONE MOBILE IN FACTOR A AS EDUCATION AND GENDER , AGE REFUGEE

on mobile phone access and ownership in Kakuma and Nakivale. and Kakuma in ownership and access phone mobile on education

gender and level of of level and gender age, fugee re of impact the at s look now study this mind, in considerations these With

from the benefits of new services delivered over smartphone. over delivered services new of benefits the from

oin the smartphone revolution. It is also important to ensure more vulnerable refugee groups are not excluded excluded not are groups refugee vulnerable more ensure to important also is It revolution. smartphone the oin j

Despite these opportunities, care needs to be taken not to exclude exclude to not taken be to needs care opportunities, these Despite who may not yet be willing or able to to able or willing be yet not may who those

refugees. for services based internet and smartphone developing for opportunities

This represents significant significant represents This . t s ut 4% just is it nda, Uga n i ; % 26 t a stands Kenya in penetration martphone S

levels of smartphone ownership in in ownership smartphone of levels Kakuma and Nakivale are markedly higher than national averages. averages. national than higher markedly are Nakivale and Kakuma both

Smartphone ownership in Kakuma, however, is almost double that of basic phone users. users. phone basic of that double almost is however, Kakuma, in ownership Smartphone base. Furthermore, Furthermore,

dominant in Nakivale, smartphone smartphone Nakivale, in dominant are phones basic of owners Although user user ant signific a represent still owners

None Smartphone phone Feature phone Basic Feature phone Feature phone Basic None Smartphone

44.4% 14.9% 39.4% 21.8% 46.0% 25.6%

1.3% 6.6%

Refugee mobile device ownership in Kakuma in ownership device mobile Refugee Refugee mobile device ownership in Nakivale in ownership device mobile Refugee

Figure 6: Mobile ownership by device type device by ownership Mobile 6: Figure

refugees were asked the type of mobile device they they device mobile of type the asked were refugees . 6) (Figure owned

To determine the level of smartp of level the determine To . application smartphone a around hone penetration within the population, population, the within penetration hone

feline: Research from Nyarugusu Refugee Camp, Tanzania Camp, Refugee Nyarugusu from Research feline: Li a as Mobile (2017), GSMA

19 pp. Economics, Emerging in Climb to Continues Usage Internet and Ownership Smartphone (2016), PewResesrch

Smartphone phone Feature phone Basic Smartphone phone Feature phone Basic

School School School School

University Secondary Primary Literate Illiterate University Secondary Primary Literate Illiterate

Number of survey responses survey of Number 0 0

50 50

100 100

150 150

200 200

250 250

Nakivale Kakuma

education of level refugee by ownership phone Mobile 8: Figure

education. secondary leted comp who those by followed smartphone, a own to likely most the are graduates

device, there is a direct relationship between level of education and education of level between relationship direct a is there device, University University 8). (Figure ownership smartphone

cation and literacy do not directly impact ownership of a mobile mobile a of ownership impact directly not do literacy and cation edu of levels hilst w that, confirms nalysis A

. averages national from significantly differ can literacy of levels and education to access where

gee settlements settlements gee refu in replicated is this not or whether questioning worth is it However, achievement. cademic a

eea goa suis ofr ta mbl dvc onrhp priual o smartphones of particularly ownership, device mobile that confirm studies global Several with with s increase ,

EDUCATION OF INFLUENCE THE

equitably.

will present challenges to implementers wishing to target to wishing implementers to challenges present will biases such of account users users mobile female and male

g g Takin . East Africa East across access smartphone on divide’ ‘gender wider a of reports similar support s finding

13 , 12

These These martphone. s a own to likely more 20% lmost a men with Kakuma, in marked particularly is difference

This phone. basic a women ; smartphone a n ow to likely more are settings refugee both in en M . smartphones to

3% less likely to own, or have access to a mobile device. Gender inequalities however do exist based on on based exist do however inequalities Gender device. mobile a to access have or own, to likely less 3% access access

r parity in mobile device access in Kakuma, with women in Nakivale Nakivale in women with Kakuma, in access device mobile in parity r gende complete almost is There around around only

Feature phone Feature phone Basic Smartphone phone Feature phone Basic Smartphone

Male 53.5% 15.7% 29.4% 98.5% 21.8% 43.9% 29.6% Male 95.2%

98.8% 48.2% 21.6% 21.9% Female Female 35.5% 14.2% 49.1% 91.6%

populaon in Kakuma in populaon populaon in Nakivale in populaon

Device ownership by gender wihin surveyed surveyed wihin gender by ownership Device Device ownership by gender wihin surveyed surveyed wihin gender by ownership Device

Mobile device device Mobile 7: Figure ownership amongst men and women and men amongst ownership as percentage of refugee population population refugee of percentage as surveyed

. settlement each in

the influence of gender on mobile mobile on gender of influence the explore To device ownership, ownership, device Figure 7 compares female and male ownership ownership male and female compares 7 Figure

HE INFLUENCE OF GENDER OF INFLUENCE HE T

ent Managem Refugee To Approach Progressive Uganda’s f o Assessment An (2015) Bank orld W

Kenya Kakuma, Study Vulnerability Refugees (2016) UNHCR

2017 May Dashboard, Education Kakuma UNHCR (2017) UNHCR

. exists relationship a such if determine

however, to to however, , needed is research More settlement. the in smartphones of cost cheaper the or , ) below discussed

, factors other or levels education on (based devices such for demand decreased to uted attrib be might Nakivale

in in smartphones on expenditure Lower Kakuma. to comparable roughly incomes daily reporting - self Nakivale in

despite refugees refugees despite locations, two the between difference spending marked a demonstrates This USD. $60 and $25

ased for between between for ased purch were Nakivale in smartphones of 60% whereas , USD $80 over for purchased were (60%)

in Kakuma Kakuma in s smartphone of majority The devices. expensive most the were smartphones expected, be might As

Nakivale. in refugees of 7% nly o to compared

; device mobile r thei on USD $100 over spent Kakuma in surveyed efugees r of 19% contrast, In Nakivale.

in the same range in in range same the in spending 75% with Kakuma, n i USD $25 and 5 $ between spent 33% around , phone mobile

s paid for their their for paid s respondent much how asked When members. family rom f typically gifted, also were number

their mobile device, a significant significant a device, mobile their purchased Nakivale and Kakuma both in refugees of majority the Although

Kakuma Nakivale

10% 0% 60% 50% 40% 30% 20%

Other

Traded it Traded

Was given it given Was

Purchased it Purchased

f Figure 10: Method by which mobile phone was aained was phone mobile which by Method 10: Figure

Less than 1 USD 1 than Less income No Refused to answer to Refused USD 5 than Greater USD 5 to 1

65.8% 2.2% 7.7% 15.8% 8.5% Kakuma

47.4% 4.8% 5.5% 20.6% 21.7% Nakivale

Figure 9: Personal daily income in US Dollars and method by which phone was aained was phone which by method and Dollars US in income daily Personal 9: Figure

. ) 10 (Figure

device mobile their acquired they how and 9) (Figure income daily personal their about asked e wer study this

income communities. To test this assumption respondents in in respondents assumption this test To communities. income - low in solutions based phone - mobile deploy to

how income levels affect phone ownership may help implementing partners better determine when when determine better partners implementing help may ownership phone affect levels income how scertaining a

around $42 USD in Nakivale in USD $42 around average the and , , equivalent to $50 USD $50 to equivalent Kakuma in refugees for income monthly

15 16

It is generally accepted that those with higher incomes are more likely to own a mobile phone. mobile a own to likely more are incomes higher with those that accepted generally is It ian ian med the With

REFUGEE INCOME AS A FACTOR IN MOBILE PHONE OWNERSHIP PHONE MOBILE IN FACTOR A AS INCOME REFUGEE

governmental agencies across across agencies governmental - non and government levels. all

pnosi programmes. sponsorship , however, requires coordination between between coordination requires however, , rates off - drop high uch s Addressing

only 5 secondary schools available schools secondary 5 only . Only a handful of refugees refugees of handful a Only . tertiary education education tertiary access through University University through

. This number plummets plummets number This . when moving to to moving when secondary schools secondary 6% of school age children attend children age school of 6% just with , ing camp

supports the education of around of education the supports UNHCR education. ,000 students through students ,000 73 primary schools in Kakuma Kakuma in schools primary 22

ese devices offer. However, both Kakuma and Nakivale and Kakuma both However, offer. devices ese th services face many challenges in improving access to to access improving in challenges many face

Increasing education levels may therefore have a positive impact on Smartphone ownership and access to to access and ownership Smartphone on impact positive a have therefore may levels education Increasing

. 106 . p , 2016/2017 Survey Household National Uganda (2017), UNHS

) earnings sector private and lic pub formal on based Figure ( . 74 . p , 2017 Survey Economic (2017), Statistics of Bureau National Kenya

economies. emerging in climb to continues usage Internet and ownership Smartphone (2016), Centre Research Pew

shared. is information which in way the

Furthermore, search engines from google, amongst others, are sources of information that have revolutionised revolutionised have that information of sources are others, amongst google, from engines search Furthermore,

sites such as Facebook and Instagram, to instant messaging services including Skype, WhatsApp and Telegram. Telegram. and WhatsApp Skype, including services messaging instant to Instagram, and Facebook as such sites

ons; from social media media social from ons; milli by used services and applications online myriad the to gateway the is internet The

MOBILE OVER INTERNET THE ACCESSING TO BARRIERS

internet. the accessing in face refugees barrier the explore we section, following the In

s provided over the internet. internet. the over provided s service and applications access to challenge the of part only is smartphone a wning O

2. Chapter in ed discuss

led devices such as smartphones, a topic topic a smartphones, as such devices led enab internet access to make to prepared are earners income - low very

refugees and the financial commitments commitments financial the and refugees of lives the in devices mobile of importance the highlight findings These

AUGUST 2017 AUGUST , 3 UMA KAK : FGD FROM EXTRACT

. ” books online access to it use l wil I and school to back go to planning even am I

I also use other apps such as Facebook and Messenge and Facebook as such apps other use also I r to talk with my friends. My phone is everything to me. me. to everything is phone My friends. my with talk to r

and get instructions from my boss through the WhatsApp group. group. WhatsApp the through boss my from instructions get and , calls direct making by or , WhatsApp via either

one because it helps me in doing my work. I am a security officer and I use it to report cases cases report to it use I and officer security a am I work. my doing in me helps it because one smartph a have I “

. Uganda in USD $112 and per month in Kenya in month per USD $520 at stand currently which

19 18

levels for smartphone ownership in the refugee settings studied are considerably lower than national ave national than lower considerably are studied settings refugee the in ownership smartphone for levels rages, rages,

. However, income income However, . show a direct relationship between increased levels of i of levels increased between relationship direct a show ncome and smartphone ownership smartphone and ncome

ast Africa that that Africa ast E across broadly ore m and Kenya Uganda, in level national the at s finding previous supports This

. day a USD $5 to up n ear phone their purchased who a Kakum in refugees all of

over half half over comparison, In USD. $5 and 1 $ between earning those for doubles almost smartphone their purchased

in Nakivale, the number of refugees who who refugees of number the Nakivale, in figure this half than less is incomes similar with those Whilst day. per

earn less than $1 USD USD $1 than less earn device their purchased who Kakuma in owners smartphone of percentage significant A

% 17.5 57.7% 40.1% .7% 32

Increases Increases

OWNERSHIP

day per USD $1 < day per USD $5 < day per USD $1 < day per USD $5 <

INCOME

Smartphones purchased in in purchased Smartphones Nakivale es purchased in Kakuma in purchased es Smartphon

Percentage of refugees who refugees of Percentage : 1 1 Figure purchased their smartphone based on average daily daily average on based smartphone their purchased ) D (US income

smartphones were smartphones . ) 11 (Figure analysed

of wider adoption within within adoption wider of communities. communities. refugee reported daily income of r of income daily reported - self the , s thi do To owning owning espondents

is each country, it is important to understand the average i average the understand to important is it country, each is ncome of smartphone owners as a potential a as owners smartphone of ncome indicator indicator

Given the high smar high the Given tphone penetration rate in Kakuma and Nakivale settlements relative to national averages averages national to relative settlements Nakivale and Kakuma in rate penetration tphone

. ) 13 (Figure week each internet the accessing spend typically

y y the much how asked were refugees expenditure, of levels rtain asce To budgets. beneficiary within works that

based services that take into account data usage usage data account into take that services based - mobile design practitioners development and humanitarian

will help help will – limit spending their – internet the access to pay to able are refugees much how derstanding Un

”. freedom more me gives It want. I when data the use

Per minute, mobile data is cheaper than going to a cyber café and I can can I and café cyber a to going than cheaper is data mobile minute, Per “

”. outside world the to

line line - life a it’s but cheap, not It’s income. daily my of half around is which

a day buying mobile data, data, mobile buying day a Shillings 200 around spend I Sudan. South

, especially my father who is still in in still is who father my especially , WhatsApp and Messenger Facebook

through through friends and family with talk to lot a smartphone my use I “

camp. the throughout located kiosks from purchased cards scratch

data using using data mobile with phone his pays - pre He 1. Zone uma k Ka in

teacher teacher school primary a now is and child a as Sudan South from fled Kai

DATA OF COST THE : KAKUMA FROM VOICES

average. nation the than lower earning

for refugees in Kenya or Uganda, despite refugees refugees despite Uganda, or Kenya in refugees for ed subsidis t no is irtime a phone Mobile Nakivale. and Kakuma

to accessing the internet in both both in internet the accessing to s barrier biggest the of one as cited was credit data mobile of affordability The

ACCESS TO BARRIER A AS DATA MOBILE OF COST THE

Nakivale Kakuma

3% 0% 25% 23% 20% 18% 15% 13% 10% 8% 5%

Other

SIM cost SIM

No content in local language local in content No

Poor literacy Poor

Device Affordability Device

Difficulty charging mobile phones mobile charging Difficulty

Network Signal Strength Signal Network

Credit (Data) cost (Data) Credit

Figure 12: Barriers to accessing the internet reported by refugee resp refugee by reported internet the accessing to Barriers 12: Figure ondents in Kakuma and Nakivale Nakivale and Kakuma in ondents

barriers they face in accessing the internet the accessing in face they barriers three top the identify to These are discussed below. discussed are These . ) 12 (Figure

ey challenges faced by refugees, this study asked respondents respondents asked study this refugees, by faced challenges ey k the erstand und better To remain. internet the

For those using Smartphones using those For café. cyber local a at computer a to on log or phone), multiple barriers to accessing accessing to barriers multiple ,

ot eues ae w options two have refugees most , internet the access To use a smartphone (or to a lesser extent a feature feature a extent lesser a to (or smartphone a use :

livelihood options are difficult, or impossible to find. to impossible or difficult, are options livelihood

sn srie sc a M as such services using Pesa in Kenya and and Kenya in Pesa - itl Money Airtel in Uganda can act as an economic lifeline when when lifeline economic an as act can Uganda in

primary chan primary to communicate with friends and family left behind. behind. left family and friends with communicate to used nel Remittances sent over mobile phone phone mobile over sent Remittances

and help with settlement/integration once they reach host countries. For many refugees, mobile phones phones mobile refugees, many For countries. host reach they once settlement/integration with help and the the are

Many refugees across the world make use of these online apps and services to to services and apps online these of use make world the across refugees Many support their forced migration, migration, forced their support

Ibid

Action. Humanitarian Transform and Being - Well Refugee Improve Can Connectivity Mobile and Internet How Refugees: Connecting (2016) UNHCR

Nakivale Kakuma No internet access internet No access Internet 3G or 4G or 3G WIFI

internet internet internet

Nakivale Kakuma Nakivale Kakuma Basic phone and phone Basic and phone Feature and Smartphone

12.2% 3.2%

6.6%

13.6% 53.2%

61.9%

34.9%

96.8%

87.7%

64.4%

46.8%

38.1%

91.9% 94.2%

owners surveyed owners

Method of accessing the internet the accessing of Method

Refugee access to the internet the to access Refugee Internet access amongst mobile device device mobile amongst access Internet

. ) 4 1 (Figure WIFI or 3G/4G over was access this whether so, if and, internet the to access had

if they they if asked were refugees internet, the to access impacts isolation this if understand better o T infrastructure.

built built - state limited with regions isolated in located are camp Kakuma and settlement refugee Nakivale Both

services. internet based - mobile access to locals as opportunity same the them giving networks, 3G

Connectivity increases for refugees living in urbans centres; on average, average, on centres; urbans in living refugees for increases Connectivity ban refugees are covered by by covered are refugees ban ur of 90%

. s offer it services to access the in 3G

is therefore more restricted than than restricted more therefore is 2G access. internet provide not do 2G over delivered services phones, mobile

ugees with access to to access with ugees ref for news good is this Whilst . the rest in both countries covered by 2G by covered countries both in rest the of much with

refugees have access to 3G connectivity (22% in Uganda) in (22% connectivity 3G to access have refugees f o 72% over Kenya, In coverage. network mobile with ,

rge majority of refugees in Kenya and Uganda live in areas areas in live Uganda and Kenya in refugees of majority rge la the that show UNHCR by studies Recent . average

As a sign of an increasingly connected world, mobile network coverage for refugees closely follows the the follows closely refugees for coverage network mobile world, connected increasingly an of sign a As global

ACCESS TO BARRIER A AS S NETWORK MOBILE

viewed. are family and friends by posted

over WhatsApp of Facebook Messenger, but data is quickly used when photographs are downlo are photographs when used quickly is data but Messenger, Facebook of WhatsApp over aded, or videos videos or aded,

based messages messages based - text of thousands many for allows This data. of 200Mb for USD $1 costs Kenya in , Safaricom

, , operator network mobile from bundle data paid - pre typically A day. per USD $1 than less of earnings or income,

a significant drain on personal resources, with almost three quarters of of quarters three almost with resources, personal on drain significant a surveyed reporting no personal personal no reporting surveyed refugees

This represents represents This respectively). 82% and (78% week per USD $2.50 to up spend Kakuma and ivale Nak in refugees of

majority the , cases some in week per USD $10 over be to reported was access internet mobile on spend Although

Kakuma Nakivale

50% 40% 30% 20% 10% 0% 60%

More than $10 USD $10 than More

More than $5 but less than $7.50 USD $7.50 than less but $5 than More

More than $7.5 but less than $10 USD $10 than less but $7.5 than More

More than $2.50 but less than $5 USD $5 than less but $2.50 than More

Someone else buys it for me for it buys else Someone

Don't know Don't

More than $1 but less than $2.50 USD $2.50 than less but $1 than More

Less than $ 1 USD 1 $ than Less

Figure 13: Average weekly expenditure on accessing the internet in US Dollars US in internet the accessing on expenditure weekly Average 13: Figure

ZONE, AUGUST 2017 AUGUST ZONE, CAMP BASE NAKIVALE, FGD: FROM EXTRACT

”. night at dangerous and far is which , field open an to house the

but they all don’t have good network here. Sometimes I have to walk out of of out walk to have I Sometimes here. network good have don’t all they but , Tigo Rwandese and Airtel MTN,

our lines, Africel, Africel, lines, our f have I network. poor of because nt wa I as much as it use cannot I but smartphone a have I “

signal. adequate an get to homes their from walk to having constantly

, or or , regularly either 20% under just with , poor or average either be to signal phone their judged interviewed

quarters of refugees refugees of quarters three Over similar. are Kakuma and Nakivale in results differences, structural their Despite

Nakivale Kakuma Nakivale Kakuma

Excellent Good Average Poor signal No All the time the All Regularly Occasionally Never

1.8%

2.3%

3.8% 4.3%

5.7%

8.1%

12.6%

12.9%

17.9%

25.1%

28.5%

31.4%

34.0%

34.8%

40.6%

41.1%

44.1% 50.9%

signal accessing the internet the accessing

Frequency of refugees walking to improve network network improve to walking refugees of Frequency Perceived mobile signal quality for making calls and and calls making for quality signal mobile Perceived

. ) 6 1 (Figure signal

to get a sufficiently good good sufficiently a get to around walk to needed the often how and community their in signal of quality the

to rate rate to asked were respondents et, intern the access to ability ’ refugees on has connectivity mobile that impact

refugees must walk to find the right type of signal, or a stronger one. one. stronger a or signal, of type right the find to walk must refugees that s mean often This To understand the the understand To

grows. Camp Base from distance as decreases connectivity and h strengt

connectivity centres around Base Camp, as this is where the settlements settlements the where is this as Camp, Base around centres connectivity Signal Signal located. is tower cell main

It should be noted that, in Nakivale, cell phone phone cell Nakivale, in that, noted be should It all. at coverage phone cell no has settlement the of 11% around

only 40% is sufficient to provide internet access via 3G. Conversely, whilst 3G conn 3G whilst Conversely, 3G. via access internet provide to sufficient is 40% only ectivity dominates Nakivale, Nakivale, dominates ectivity

lthough Kakuma has almost complete mobile phone signal coverage, coverage, signal phone mobile complete almost has Kakuma lthough a However, zones. four its of two in located

has cell phone towers towers phone cell has and dense geographically is camp Kakuma locations. two the of infrastructures telecoms

Signal coverage varies greatly between Kakuma and Nakivale, reflecting Nakivale, and Kakuma between greatly varies coverage Signal and and urban geographic, different very the

59.6% 63.8%

None None

4G 4G

3G 3G

2G 2G

25.0% 39.5% 11.2%

Phone signal coverage in Nakivale in coverage signal Phone Phone signal coverage in Kakuma in coverage signal Phone

: Mobile phone signal coverage in Nakivale and Kakuma refugee settlements refugee Kakuma and Nakivale in coverage signal phone Mobile : 5 1 Figure

. ) 15 (Figure location interview

inl Strength Signal to record the type of mobile phone signal and the corresponding signal strength at each each at strength signal corresponding the and signal phone mobile of type the record to ,

prerequisite to getting online. As part of this study’s quantitative survey, enumerators used the Android app Android the used enumerators survey, quantitative study’s this of part As online. getting to prerequisite ,

of those accessing the internet do so using their mobile device. device. mobile their using so do internet the accessing those of Access to 3G or 4G data ser data 4G or 3G to Access vices is therefore a a therefore is vices

do not access the internet. With almost no WIFI in Kakuma and and Kakuma in WIFI no almost With internet. the access not do , the vast majority majority vast the , e l Nakiva in access WIFI limited

Although internet access is above 50% in both locations, signi locations, both in 50% above is access internet Although ficant numbers of refugees in Kakuma and Nakivale Nakivale and Kakuma in refugees of numbers ficant

Juru

Camp Base

Rubondo

NAKIVALE REFUGEE SETTLEMENT REFUGEE NAKIVALE – CAMP E BAS AT TOWER PHONE CELL

Signal No

Signal G 4

Signal 3G

Signal 2G

recorded signal phone Cell Key:

SIGNAL STRENGTH APP STRENGTH SIGNAL CAMP REFUGEE KAKUMA

: Cell phone connectivity recorded in Nakivale and Kakuma refugee settlements refugee Kakuma and Nakivale in recorded connectivity phone Cell : 7 1 Figure

app in Kakuma and Nakivale and Kakuma in app Strength Signal the . ) 7 1 (Figure

he figures below provide heat maps of of maps heat provide below figures he t point, this illustrate better To as recorded using using recorded as type signal phone cell

age. Both are needed to maximise the benefits of delivering services to refugees through mobile. through refugees to services delivering of benefits the maximise to needed are Both age. cover phone

interviewed during focus group discussions and underlines the disconnect between smartphone access and cell cell and access smartphone between disconnect the underlines and discussions group focus during interviewed

This comment from Aniso, a Somali refugee from Nakivale in her late twenties, is typical from the refugees refugees the from typical is twenties, late her in Nakivale from refugee Somali a Aniso, from comment This

. ) 19 (Figure to access had they device mobile of type

with the the with referenced - cross were address email an owning reported who refugees observations, these verify To

address. email an owning

artphone as the primary reason for not not for reason primary the as artphone sm a owning not cited people younger most However, apps. download or

said that they used the email address of other family members to access online services services online access to members family other of address email the used they that said refugees younger Many

possible. always not was

access access though even universal, almost was email of awareness , refugees younger Amongst email. of knowledge

many older refugees (those over 45 years of age) had little awareness or or awareness little had age) of years 45 over (those refugees older many discussions, group focus During

locations.

ge of 45, with 25 to 44 year olds the most likely to have an email address in both both in address email an have to likely most the olds year 44 to 25 with 45, of ge a the under are respectively

85% and 90% of respondents in Nakivale and Kakuma Kakuma and Nakivale in respondents of 90% and 85% email, with those Of address. email an owning reporting

of refugees interviewed interviewed refugees of 30% than ess l with Nakivale, and Kakuma across seen be can access in trends Similar

No email address email No address email an Has Nakivale Kakuma

65 + 65 64 to 45 44 to 25 24 to 18

1.1% 71.0% 29.0% Kakuma 2.4%

8.5%

11.8%

77.4% 22.6% Nakivale

39.8%

42.3%

46.1% 48.1%

Email address ownership amongst surveyed populaon surveyed amongst ownership address Email Email address ownership by age by ownership address Email

respondents refugee amongst ownership address Email : 8 1 Figure

. ) 18 (Figure address email an owned they if asked were Nakivale and Kakuma in efugees R locations.

based applications, must therefore be cognisant of email access in their target target their in access email of cognisant be therefore must applications, based - smartphone customised

hs wsig o eeo srie ta rl o eitn pafrs uh s aeok o toe devel those or Facebook, as such platforms existing on rely that services develop to wishing Those oping oping

settlement. refugee the outside far es reach that network financial and ocial s a provide that services

Ownership of an email address can therefore be a significan a be therefore can address email an of Ownership access online online access to needing refugees many for er barri t

email address before access is granted. granted. is access before address email verified a on insist also lay P oogle G as such stores Apps . login and account

such as Facebook and Skype and Facebook as such , services and applications nline o Many require an email address address email an require , o create an an create o t

EMAIL AS A BARRIER TO ACCESS TO BARRIER A AS EMAIL

internet. the

mobile connection in order to communicate with friends and family and to download files from from files download to and family and friends with communicate to order in connection mobile stable a get to

and Rubondo, regularly cited having to travel to Base Camp Camp Base to travel to having cited regularly Rubondo, and Juru in nterviewed i refugees lt resu a As Rubondo.

distance from Base Camp grows. This accounts for many of the no signal recordings taken in Juru and and Juru in taken recordings signal no the of many for accounts This grows. Camp Base from distance the

the map, due to the location of the main cell phone tower in Base Camp, Camp, Base in tower phone cell main the of location the to due map, the signal strength generally decreases as as decreases generally strength signal

(formally Orange) (formally Africell and MTN , Nakivale In are the dominant dominant the are mobile operators. operators. mobile Although not ind not Although on on d icate

kiosks offering airtime top airtime offering kiosks up and other services readil services other and up - y available throughout the camp. the throughout available y

of 3G connectivity. M connectivity. 3G of obile operators Safarico operators obile are the main provides of cell phone connectivity, phone cell of provides main the are Airtel and m with with

As can be seen from the heat map map heat the from seen be can As In Kakuma, Kakuma, In 2G connectivity dominates the camp, interspersed with clusters clusters with interspersed camp, the dominates connectivity 2G

”. hardship through going we’re see can Nakivale of outside

ng these hard times. It’s good to know that people people that know to good It’s times. hard these ng duri receiving we’re distribution food poor the over Camp

caused tensions throughout our community. My neighbour showed us a news clip reporting on protests in Base Base in protests on reporting clip news a us showed neighbour My community. our throughout tensions caused

which has has which , year this drought bad a had We’ve Uganda. in here and home back happening what’s on updated

It’s one of the main ways I keep myself myself keep I ways main the of one It’s . videos ube T You and clips news downloads often he where , Camp Base

very difficult to get a good mobile connection in our village, but a neighbour of mine works as a labourer in in labourer a as works mine of neighbour a but village, our in connection mobile good a get to difficult very It’s “

Nakivale: in Zone ru Ju in living now refugee Burundian a is Eric afield. further

can also be powerful tools to share information on events inside the settlement and and settlement the inside events on information share to tools powerful be also can are Sh Flash as such Apps

connectivity. mobile poor

s, especially in areas with with areas in especially s, channel distribution and utreach o key as networks such consider should applications

based based - smartphone distribute to looking practitioners development of Humanitarian use. their promoting

an important role in endorsing apps and and apps endorsing in role important an s play mouth of ord W virally. networks

across these these across ead r sp eful us or sting e inter deemed are that Apps nnections. co peer - to

- peer localised on based sharing of network social a create Share Flash as such

Apps

access. 3G no or connectivity,

Apps, photos and other files can be shared even in areas with poor mobile mobile poor with areas in even shared be can files other and photos Apps, 3.

3G/4G. use not does bluetooth as zero are costs Airtime 2.

stores app access to

Users without email addresses can download apps from friends without needing needing without friends from apps download can addresses email without Users 1.

benefits: several has alled inst once and download to free is app

The The devices. two between files other and ps ap photos, transfer directly to Bluetooth

Flash Share is an application that uses uses that application an is Share Flash . Share Flash as such apps through smartphones

file transfer between between transfer file ct dire uses Nakivale in refugees by cited solution innovative One

Nakivale. and Kakuma in refugees to efit ben economic and social of

applications and services services and applications mobile using to s barrier create all address email an of lack

gnal quality, high connectivity costs (mobile airtime) and and airtime) (mobile costs connectivity high quality, gnal si poor 3G, to ccess a Limited

FILE SHARE APP SHARE FILE

VOICES FROM NAKIVALE: THE VALUE OF SHARING OF VALUE THE NAKIVALE: FROM VOICES

Camp. e Bas in located Centre Access Technology Community a and

Owners of basic phones in Nakivale access the internet and email using WIFI though local internet cafés cafés internet local though WIFI using email and internet the access Nakivale in phones basic of Owners address.

almost 69% of those with access to an email email an to access with those of 69% almost totals which email, have owners smartphones of 60% , Nakivale

owning an email address also own a smartphone. This represents 52% of all s all of 52% represents This smartphone. a own also address email an owning n n I . surveyed users martphone

There is a clear positive correlation between smartphone access and email ownership. ownership. email and access smartphone between correlation positive clear a is There those those of 80% , Kakuma In

80.2%

Basic phone and email and phone Basic 68.7%

Feature phone and email and phone Feature 14.0%

10.9% Smartphone and email and Smartphone

17.3%

8.9%

Nakivale Kakuma

Figure Figure : Email owners Email : 19 hip by mobile device type device mobile by hip

economies. emerging in climb to continues usage Internet and ownership Smartphone (2016), Centre Research Pew

ccess the internet than owners of basic phones. basic of owners than internet the ccess a to likely more 80% over are users martphone s

As a result, result, a As online. getting to prerequisite a therefore is services data 4G or 3G to Access device. mobile

, the vast majority of those accessing the internet do so using their their using so do internet the accessing those of majority vast the , Nakivale in access WIFI limited and Kakuma

With almost no WIFI in in WIFI no almost With not. do still many access, internet have surveyed refugees of majority the Although

smartphones. connected - 3G using internet the access refugees of majority The

smartphones as such devices enabled internet access to make to prepared are earners income - low very

These findings highlight the importance of mobile devices in the lives of refugees and the financial commitments commitments financial the and refugees of lives the in devices mobile of importance the highlight findings These

who purchased their smartphone almost doubles (to 32%) for those earning more between $1 and $5 USD. USD. $5 and $1 between more earning those for 32%) (to doubles almost smartphone their purchased who

s s refugee of number the Nakivale, In . day per USD $1 than less earn (41%) device their purchased who Kakuma

A significant percentage of smartphone owners in in owners smartphone of percentage significant A . USD $60 and $25 between for purchased were Nakivale in

for over $80 USD, whereas 60% of smartphones smartphones of 60% whereas USD, $80 over for purchased were (60%) Kakuma in smartphones of majority The

ownership smartphone on influence direct a have not does income Refugee

only a handful of refugees able to access tertiary education through University sponsorship programmes. sponsorship University through education tertiary access to able refugees of handful a only

ss to education, with with education, to ss acce improving in challenges many face Nakivale and Kakuma both However, offer. devices

Increasing education levels may have a positive impact on Smartphone ownership and access to services these these services to access and ownership Smartphone on impact positive a have may levels education Increasing

tphone, followed by those who completed secondary education. secondary completed who those by followed tphone, smar a own to

niversity graduates the most likely likely most the graduates niversity u with ownership, rtphone sma and education of level between relationship

Whilst levels of education and literacy do not directly impact ownership of a mobile device, there is a direct direct a is there device, mobile a of ownership impact directly not do literacy and education of levels Whilst

education of

or education are more likely to own a smartphone than those than smartphone a own to likely more are education or s level higher a with Refugees wer levels levels wer lo with

age that men and women have access to mobile devices. mobile to access have women and men that age

in the average average the in – locations settlement refugee both across – equality relative also is There . ewResearch P from

of 39 for refugees owning a basic phone and correlates with similar findings of global smartphone ownership ownership smartphone global of findings similar with correlates and phone basic a owning refugees for 39 of

. This compares to an average age age average an to compares This . Nakivale in 30 and Kakuma in 28 is ship owner smartphone of age average The

refugees older than martphones s e us to likely more are refugees Younger

. services based - smartphone for users potential of platform wide a offering averages, national

. Furthermore, levels of smartphone ownership in both Kakuma and Nakivale are markedly higher than than higher markedly are Nakivale and Kakuma both in ownership smartphone of levels Furthermore, . 44% at

contrast, smartphone ownership in Kakuma, in ownership smartphone contrast, In . (26%) base is almost double that of basic pho basic of that double almost is standing standing , users ne

Although owners of basic phones are dominant in Nakivale, smartphone owners still represent a significant user user significant a represent still owners smartphone Nakivale, in dominant are phones basic of owners Although

s at 96% and 81% in Kakuma and Nakivale respectively. Nakivale and Kakuma in 81% and 96% at s stand ownership Device

Nakivale refugee settlement refugee Nakivale Only a small percentage of refugees have no access at all to a mobile mobile a to all at access no have refugees of percentage small a Only . . . handset

interviewed is high, standing standing high, is interviewed refugees amongst access device Mobile % in in % 93 and camp Kakuma in 99% at

l in Kakuma and Nakivale and Kakuma in l universa nearly is devices mobile to Access

The following conclusions can be drawn across both refugee settlements. refugee both across drawn be can conclusions following The access. such

similarities in the way refugees access mobile technology and the internet, and the challenges faced in attaining attaining in faced challenges the and internet, the and technology mobile access refugees way the in similarities

Although Kakuma Kakuma Although and Nakivale Nakivale and ae egahc ubn n ifatutrl ifrne, t differences, infrastructural and urban geographic, have here are many many are here

S ON MOBILE PHONE ACCESS AND ACCESS THE INTERNET THE ACCESS AND ACCESS PHONE MOBILE ON S CONCLUSION

capacity. maximum

settlements the reaching slowly

is inflow continuing The 2016).

Burundians (UNHCR (UNHCR Burundians majority,

the the arrivals, new 14,170

January 2016, Nakivale received received Nakivale 2016, January

Between November 2014 and and 2014 November Between

is. is. bas monthly a on Sudan

Burundi, Rwanda, and South South and Rwanda, Burundi,

Democratic Republic of Congo, Congo, of Republic Democratic

neighboring countries such as as such countries neighboring

receives new arrivals from from arrivals new receives

Nakivale settlement settlement Nakivale refugees,

to more than 120,000 120,000 than more to Home

THE LONG ROAD TO NAKIVALE TO ROAD LONG THE

. 2017 in earlier region the in drought a to due largely , akivale N in priority tertiary a as cited were water

ood and and ood F kuma. Ka in refugees of ed ne pressing most third the as cited were learning language and Education

. Pesa - M using Kenyans of majority overwhelming the with

settlement. Such services are commonplace in East Africa, Africa, East in commonplace are services Such settlement. or camp refugee the throughout located kiosks ney mo

at mobile mobile at cash physical for redeemed be can which , message text using cash electronic send to users allow

Pesa in Kenya and Airtel Money in Uganda Uganda in Money Airtel and Kenya in Pesa - M as such platforms money Mobile . services and goods buy and cash

re a common way for refugees to exchange exchange to refugees for way common a re a services money Mobile surveyed. groups age all across Nakivale

Cash and resettlement opportunities were cited as the most pressing needs of refugees in both Kakuma and and Kakuma both in refugees of needs pressing most the as cited were opportunities resettlement and Cash

Nakivale Kakuma

Better housing option housing Better

Protection services Protection

Health care Health

Clothing

Airtime

Access to a mobile phone mobile a to Access

Food or water or Food

Education / upskilling / Education

Resettlement opportunities Resettlement

Cash

50 0 550 500 450 400 350 300 250 200 150 100

: Immediate support needs identified by refugees in Kakuma and Nakivale and Kakuma in refugees by identified needs support Immediate : 20 Figure

. 19 Figure in summarised are

The top 10 responses responses 10 top The . d face ly current they needs priority three highlight to asked were udy st the in respondents

refugees in Nakivale and Kakuma, Kakuma, and Nakivale in refugees of needs immediate the understand better To arrived. once encountered

conditions tal environmen the and country host a to traveling faced challenges the by influenced often are

that s need economic and social basic, with populations vulnerable most s ’ world the of some comprise Refugees

NEEDS IMMEDIATE REFUGEES

The impact of age and education on the use of mobile phone mobile of use the on education and age of impact The services and applications ed bas - •

Common uses of mobile technology in refugee refugee in technology mobile of uses Common and; , settlements •

Refugee needs, both in transit to host countries and once settled once and countries host to transit in both needs, Refugee ; •

explores theses key themes by providing insights into: insights providing by themes key theses explores chapter s Thi

used. is

and if demographics such as age, gender and education education and gender age, as such demographics if and devices mobile their use ffect how mobile technology technology mobile how ffect a

refugees are ultimately adopted by target communities, implementers implementers communities, target by adopted ultimately are refugees how refugees currently currently refugees how understand must

s the right delivery mechanism delivery right the s i mobile if understand ps or services developed for for developed services or ps ap based - mobile ensure o T .

technology for humanitarian humanitarian for technology term development must first identify such needs and and needs such identify first must development term - er long and support

aua n Nak and Kakuma in refugees rvt, state Private, ivale. governmental actors looking to leverage mobile mobile leverage to looking actors governmental - non and ,

Little is known about how how about known is Little mobile technology and the internet can support support can internet the and technology mobile - longer and short the needs of of needs term

IMPORTANCE OF MOBILE TECHNOLOGY TO ADDRESS REFUGEE NEED REFUGEE ADDRESS TO TECHNOLOGY MOBILE OF IMPORTANCE THE S

CHAPTER CHAPTER : 2

Kakuma Nakivale

450 400 350 300 250 200 150 100 50 0

Other

Organising accommodation Organising

Helping you prove your identity your prove you Helping

Health and nutrition and Health

Vocational/job support Vocational/job

Support/protection services Support/protection

Information on application status application on Information

Family tracing / reunification / tracing Family

Education / upskilling / Education

Financial support such as cash transfers cash as such support Financial

Nakivale Nakivale

Figure 21: Services refugees would like to see delivered over mobile phone in Kakuma and and Kakuma in phone mobile over delivered see to like would refugees Services 21: Figure

respectively). Nakivale and Kakuma in responses

and the services they wish to see delivered over a mobile device (62% and 55% of all refugee refugee all of 55% and (62% device mobile a over delivered see to wish they services the and education) and

(financial support support (financial refugees by prioritised needs two top the between h matc direct a is here T phone. mobile their

highlights responses from refugees asked which types of services they would like to see delivered over over delivered see to like would they services of types which asked refugees from responses highlights 1 2 Figure

EXTRACT FROM FGD: NAKIVALE, RUBONDO ZONE, AUGUST 2017 AUGUST ZONE, RUBONDO NAKIVALE, FGD: FROM EXTRACT

”. well as Rwanda in family my with

I needed airtime first. Not just to learn, but to keep i keep to but learn, to just Not first. airtime needed I but me, to important is Education internet. the n touch touch n

I want to learn more about computers. My school doesn’t cover this, so I’m learning more thorough videos on on videos thorough more learning I’m so this, cover doesn’t school My computers. about more learn to want I “

education: and airtime between dilemma the describes zone,

ndo ndo Rubo Nakivale’s in sister ounger y and mother his with settled has who refugee Rwandan young a Caleb,

upskilling. or education than

. In fact, access to affordable airtime was considered a higher priority in Nakivale Nakivale in priority higher a considered was airtime affordable to access fact, In . settings both in ons opti housing

and better better and healthcare than need important more a as perceived were airtime and phone mobile a to Access

integrate with one another. another. one with integrate and work

h Kakuma and Nakivale, and a a and Nakivale, and Kakuma h bot in t nationalities and cultures can can cultures and nationalities t differen which through means find find better

their desire to learn English as one of their greatest short greatest their of one as English learn to desire their term needs. English is considered a universal language language universal a considered is English needs. term -

skills that can improve livelihood opportunities. T opportunities. livelihood improve can that skills hrough focus group discussions many younger refugees cited cited refugees younger many discussions group focus hrough

Despite often difficult living conditions, conditions, living difficult often Despite n remains a priority for many refuge many for priority a remains n ducatio e es looking to learn new new learn to looking es

however. Nakivale, in present not is Chakula Bamba . phone

require physical cash distribution cash physical require as all transactions are conducted using using conducted are transactions all as rogram P ood F orld W by a mobile mobile a

provides significantly more freedom for refugee households to decide what they want to eat and does and eat to want they what decide to households refugee for freedom more significantly provides not not

programme uses a mobile a uses programme based cash voucher scheme to purchase items from participating stores. This This stores. participating from items purchase to scheme voucher cash based - phone -

not provided at the camps distribution centres. Called Ba Called centres. distribution camps the at provided not as Swahili phrase phrase Swahili as ( Chakula mba ), the the ), food get meaning

the World Food Programme Food World the efugees in Kakuma Kakuma in efugees r , to buy items, such as milk and vegetables, that are are that vegetables, and milk as such items, buy to able are

many households re households many lying on food distribution from international aid agencies. Through a schemed provided by by provided schemed a Through agencies. aid international from distribution food on lying

access to food and water is a constant challenge for refugees, particularly those living in camps, with with camps, in living those particularly refugees, for challenge constant a is water and food to access Reliable

2015 Africa Saharan - Sub Economy; Mobile The (2015) GSMA

AUGUST 2017 AUGUST , 1 KAKUMA FGD: FROM EXTRACT

”. travelled I as needed I things the buy me helped which Pesa - M on money me sent

s for me before I arrived in the camp. My family also also family My camp. the in arrived I before me for s preparation made and directions with helped who Kakuma

made my own way to Kakuma. My phone can just make calls and texts, but I was able to call contacts in in contacts call to able was I but texts, and calls make just can phone My Kakuma. to way own my made

and my father relied on directions from locals at the villages we stopped at on the way. In 2015, I I 2015, In way. the on at stopped we villages the at locals from directions on relied father my and then back

My family travelled from Somalia to Dadaab in Kenya in 2000 when I was 10. We didn’t have a mobile phone phone mobile a have didn’t We 10. was I when 2000 in Kenya in Dadaab to Somalia from travelled family My “

journey. his

his mobile phone to support support to phone mobile his d use he how explained Kakuma, in living now refugee Somali a Sharif, t. settlemen

navigation to the the to navigation support to phones mobile their using reported also Nakivale to travelling refugees of thirds

communicate with friends and family and to gather information about their journey and the route ahead. ahead. route the and journey their about information gather to and family and friends with communicate Two Two

rney, the majority in both Kakuma and Nakivale do so to to so do Nakivale and Kakuma both in majority the rney, jou their support to phones mobile using those For

past. recent the in restricted more much was technology

that refugees access to mobile phone phone mobile to access refugees that indicate findings the respondents) 186 ( small relatively is settlement the in

es spending less than three years years three than less spending es refuge for size sample the Although . 2014 before locations these to travelled

t t tha refugees for true especially is This . settlement Nakivale or camp Kakuma either in spent have respondents

appears to decrease with the time time the with decrease to appears journey their support to phones e mobil using refugees of number The

Mobile phone not used in transit in used not phone Mobile transit in used phone Mobile No Yes

Years spent in camp in spent Years years years years years years years years years years year

> 10 > 10 - 9 8 - 7 7 - 6 6 - 5 5 - 4 4 - 3 3 - 2 2 - 1 1 < (7 - 8) - (7 7) - (6 6) - (5 5) - (4 4) - (3 3) - (2 2) - (1 1) (< (> 10) (> 10) - (9

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Nakivale Kakuma

Time spent in settlement/camp vs use of mobile device during transit during device mobile of use vs settlement/camp in spent Time : 2 2 Figure

impacted mobile phone use en route en use phone mobile impacted migration of dates earlier if establish . ) 2 2 (Figure

referenced with the length of time time of length the with referenced - cross were esponses R t living in each settlement each in living t spen had espondents r to to

This study asked refugees refugees asked study This used a mobile device to support the journey from their their from journey the support to device mobile a used had they if home country. country. home

have had an important impact on how refugees refugees how on impact important an had have may decade mobile phone technology. technology. phone mobile use to able been have

However, low mobile phone penetration and poor signal coverage over the past past the over coverage signal poor and penetration phone mobile low However, . widespread adoption widespread and

to 74% in 2017, reflecting improved mobile infrastructure infrastructure mobile improved reflecting 2017, in 74% to , 2010 in population Community Africa East the of 36%

Mobile phone ownership in in ownership phone Mobile increasing from from increasing s rate cription subs mobile with , rapidly grow to continues Africa East

from their home countries countries home their from veling tra ments such as Nakivale and Kakuma. and Nakivale as such ments settle to

in this study, very lit very study, this in tle is known about known is tle the role mobile technology and the internet can play in supporting supporting in play can internet the and technology mobile role the refuges refuges

neighbouring countries or beyond. beyond. or countries neighbouring Despite the high levels of mobile phone ownership reported by respondents respondents by reported ownership phone mobile of levels high the Despite

ing conflict or persecution in East Africa Africa East in persecution or conflict ing ee l f Refugees travel great distances to find safer havens in in havens safer find to distances great travel can

REFUGEE USE OF MOBILE TECHN MOBILE OF USE REFUGEE OLOGY OLOGY MOVE THE ON

Don't know Don't None half than Less half than More All

23.0% 16.4% 23.8% 16.4% 20.5% Kakuma

49.2% 5.9% 25.4% 16.9% Nakivale

2.5%

Figure 25: Approximate level of mobile phone connecvity experienced by refugess in transit in refugess by experienced connecvity phone mobile of level Approximate 25: Figure

. ) 25 (Figure internet the

calls, text, or access access or text, calls, make to onnectivity c phone cell had they journey their of much how for asked also where

Refugees (122 in Kakuma and 118 in Nakivale) who confirmed using a mobile phone to support their journey journey their support to phone mobile a using confirmed who Nakivale) in 118 and Kakuma in (122 Refugees

Other

Border control/policing information control/policing Border 4

Weather information Weather Kakuma

14 22

Cell phone connectivity phone Cell

Safety information Safety

e val Naki

: Information obtained using mobile phone by refugees in transit in refugees by phone mobile using obtained Information : 4 2 Figure

. persecution or conflict fleeing refugees f o safety the improving

. Better regional mobile connectivity may therefore have a significant impact on on impact significant a have therefore may connectivity mobile regional Better . ) 4 2 (Figure ahead road the

respondents reported changing their planned migration route based on safety information they had received on on received had they information safety on based route migration planned their changing reported respondents

hn se hw sn ter oie hn afce ter ore t Kkm o Nakivale or Kakuma to journey their affected phone mobile their using how asked When over as third of of third as over ,

Kakuma Nakivale

100 90 80 70 60 50 40 30 20 10 0 110

Entertainment

To contact emergency services emergency contact To

To receive or send money send or receive To

To plan the route the plan To

To gather information gather To

To communicate with friends/family with communicate To

reported use of mobile technology by refugees on the move the on refugees by technology mobile of use reported - Self 23: Figure

in their journey their in . ) 23 (Figure

refugees in Nakivale and 34% of those in Kakuma stated that their mobile phone affected how they proceeded proceeded they how affected phone mobile their that stated Kakuma in those of 34% and Nakivale in refugees

f the refugees who confirmed using their mobile device to support travel to to travel support to device mobile their using confirmed who refugees the f O their host country, only 17% of of 17% only country, host their

Nakivale.

no network signal throughout their journey to to journey their throughout signal network no reported who 3%) than (less respondents of number low in

This higher degree of connectedness is reflected reflected is connectedness of degree higher This country. the into way their make they as coverage signal good

relatively relatively have Tanzania, and Congo DR Rwanda, Burundi, from Uganda entering migrants efugees/ r contrast, In

journey. their support to services based - mobile needed - much access can migrants where of connectivity of

an hubs across the region. Such areas constitute constitute areas Such region. the across hubs an urb and points transit roads, major follows it areas, these islands islands

Where connectivity does exist in in exist does connectivity Where difficult. be will internet the to access and challenge a calls or texts sending

receiving or or receiving s make This signal. phone mobile a obtaining in challenges face refore the Somalia and Ethiopia,

north and east of Kakuma is extremely limited. Refugees traveling from South Sudan, Sudan, South from traveling Refugees limited. extremely is Kakuma of east and north connectivity Mobile

routes Migration Bujumbura

settlements ee Refug

Bukavu cities Capital

s hub Transit Kigali Nairobi

Dadaab

Nakivale

Kampala

Mogadishu

Kakuma

Juba

routes in Kenya, Uganda and the surrounding region surrounding the and Uganda Kenya, in routes Ababa Addis

Mobile phone signal coverage and major migration migration major and coverage signal phone Mobile : 26 Figure

in mobile connectivity connectivity mobile in differences by refugees traveling across the region. the across traveling refugees by experienced

and urban capitals in Uganda and Kenya. The map map The Kenya. and Uganda in capitals urban and provides insights provides ential reason for such strong strong such for reason ential pot the on

an overview of mobile phone signal coverage (minimum 2G) and major migration routes to refugee settlements settlements refugee to routes migration major and 2G) (minimum coverage signal phone mobile of overview an

Less than 17% of respondent of 17% than Less journey. s in Kakuma reported the same experience. experience. same the reported Kakuma in s The map in Figure 26 Figure in map The provides provides

Almost 50% of refugees refugees of 50% Almost in Nakivale stated they were able to make and receive calls throughout their their throughout calls receive and make to able were they stated Nakivale in surveyed

Other Twitter Instagram YouTube Google+ Facebook

7.0% 5.5% 8.5% 12.5% 20.7% 45.8% Kakuma

5.5% 9.0% 6.6% 13.4% 64.4% Nakivale 1.1%

Figure 28: Social media apps used at least once a week by refugees in Kakuma & Nakivale & Kakuma in refugees by week a once least at used apps media Social 28: Figure

family. and friends with communicate to week a once least at used they platform which asked

the most used social media and messaging apps reported by respondents when when respondents by reported apps messaging and media social used most the highlight 29 and 28 s Figure

E, AUGUST 2017 AUGUST E, ZON CAMP BASE NAKIVALE, FGD: FROM EXTRACT

”. roots my to connected me keeps it home, back go never may I Although . them with together

but can see them on WhatsApp and Facebook. Connecting with them on social media makes me feel like I live live I like feel me makes media social on them with Connecting Facebook. and WhatsApp on them see can but

them in person, person, in them met never have I home. at back family of lot a have still I but Nakivale, in here up grown have I “

support. financial and emotional continued provide but t, presen physically be not may whom of many friends,

e the importance of communicating with family and and family with communicating of importance the e underlin findings he t activities, based - internet reported all

ocial media and instant messaging services comprising around 40% of of 40% around comprising services messaging instant and media ocial s With applications. based - phone mobile

well served by dedicated dedicated by served well are activities these of three All internet. the use Nakivale d an Kakuma both in refugees

how how dominate entertainment accessing and , information attaining , family and friends with g n Communicati

Kakuma Nakivale

30% 25% 20% 15% 10% 5% 0%

Communicating with family/friends using social media social using family/friends with Communicating

Looking for information for Looking

For entertainment For

Communicating with family/friends via skype etc skype via family/friends with Communicating

Storing personal information personal Storing

Sending or receiving money from friends/family from money receiving or Sending

Navigation/directions

My business or job or business My

Receiving money from Government, NGOs or UN Agencies UN or NGOs Government, from money Receiving

Communicating with Government, NGOs or UN Agencies UN or NGOs Government, with Communicating

E-commerce

To access services from Government, NGOs or UN Agencies UN or NGOs Government, from services access To

internet mobile the of use reported - self Refugee 27: Figure

. ) 27 (Figure for internet the ed access commonly most

To better understand the role mobile technology technology mobile role the understand better To ed what they they what ed ask where refugees , process this in s play currently

physiological process of adjustment and integration and adjustment of process physiological .

Kakuma, mobile phone and internet technology has the potential to to potential the has technology internet and phone mobile Kakuma, the social, economic and and economic social, the support

high levels of mobile phone ownership ownership phone mobile of levels high the Given and diversity of phone use use phone of diversity and amongst refugees in Nakivale Nakivale in refugees amongst and and

Once refugees refugees Once and their families families their and are granted asylum in asylum granted are a host country host a they must begin to re to begin must they , build their lives. lives. their build -

REFUGEE USE OF MOB OF USE REFUGEE ILE TECHNOLOGY IN CAMPS AND SETTLEMENTS AND CAMPS IN TECHNOLOGY ILE

Nakivale Kakuma

School School

18 to 24 to 18 65 + 65 64 to 45 44 to 25 University Secondary Primary Literate Illiterate

0.0 0.0

0.5

1.0

1.5 1.0

2.0

1.5 2.5

3.0

2.0

3.5

4.0 2.5

Educaon versus average app usage app average versus Educaon Age verus app average usage average app verus Age

services and apps mobile of usage the in age and ducation e of influence The 30: Figure

. ) 30 (Figure respondents by used regularly be to d reporte applications mobile of number average the

The age and level of educational achievement of refugee of achievement educational of level and age The referenced with with referenced - cross were study the in interviewed s

order to maximise their relevance, outreach and impact. impact. and outreach relevance, their maximise to order

groups in in groups demographic specific for ces servi based - mobile target better to implementers help will s, app mobile

the influence of age and education, not only smartphone access, but also on on also but access, smartphone only not education, and age of influence the the likelihood of using relevant relevant using of likelihood the

used reflect social and economic priorities, amongst others. others. amongst priorities, economic and social reflect used applications the and smartphones) Understanding Understanding

Refugees in both Kakuma and Nakivale rely on internet enable internet on rely Nakivale and Kakuma both in Refugees (typically (typically internet the access to devices mobile d

THE INFLUENCE OF AGE AND EDUCATION ON THE USAGE OF MOBILE APPS MOBILE OF USAGE THE ON EDUCATION AND AGE OF INFLUENCE THE

. services and s lication app mobile based nternet i using refugees

education, and the likelihood of of likelihood the and education, age, between exists correlation a such if examines chapter this of remainder

refugees and those with higher levels of education are more likely to own to likely more are education of levels higher with those and refugees The The . smartphone enable - internet an

younger that blished esta already has study This owners. phone mobile basic for 10% around to drops figure

refugees owning a Smartphone in Kakuma and Nakivale access internet access Nakivale and Kakuma in Smartphone a owning refugees his his t services, and applications ased b -

over 90% of of 90% over Whilst access. internet requires apps such accessing report, this in earlier highlighted s a However,

or finding information on job/livelihood opportunities. opportunities. job/livelihood on information finding or agencies, UN and NGOs

platforms may be useful outreach channels for other other for channels outreach useful be may platforms services, such as communicating with with communicating as such services, mobile used less

ube was also cited as the most popular platform of entertainment. Because of thei of Because entertainment. of platform popular most the as cited also was ube T You r high coverage, these these coverage, high r

often cited as trusted channels for communicating with friends and family during focus group discussions. discussions. group focus during family and friends with communicating for channels trusted as cited often

he majority of communication platforms communication of majority he t provide Google and WhatsApp Facebook, used by refugees and were were and refugees by used

Instagram Viber Skype Hangouts Google messenger Facebook WhatsApp Other

3.1% 6.3% 7.4% 9.1% 31.0% 35.1% 5.7% Kakuma

4.7% 7.2% 6.5% 35.4% 38.2% 6.3% Nakivale

1.2%

Figure 29: Messaging apps used at least once a week by refugees in Kakuma & Nakivale & Kakuma in refugees by week a once least at used apps Messaging 29: Figure

. services or apps mobile online more or one use to

forties likely likely forties - mid their to up refugees with usage, app for requisite - pre a be to appears education school Primary

ut ie aeu cnieain o dcto lvl an levels education to consideration careful give must devices mobile communities. target in groups age d

humanitarian and development practitioners looking to deli to looking practitioners development and humanitarian that findings these from clear is It ver services over over services ver

connection. definitive a establish

m. However, more research is needed to to needed is research more However, m. the using in confidence ir the and applications mobile of awareness

may influence refugee refugee influence may education that suggests This . 27 Figure in outlined services or apps mobile online

different different the of nine as many as using graduates niversity u ome s with , education ol scho primary completed

efugees with a university degree use, on average, 2 to 3 more applications than those who who those than applications more 3 to 2 average, on use, degree university a with efugees r example, For

services. based internet and mobile different of use greater into directly translate attainment

across both survey locations. Literacy is fundamental fundamental is Literacy locations. survey both across increasing levels of educational educational of levels increasing and use, application to

correlation exists between education and mobile app usag app mobile and education between exists correlation strong a use, app in factor a as age to addition n I e e

, AUGUST 2017 AUGUST , 2 KAKUMA FGD: FROM EXTRACT

” him!

South Sudan. We also write messages on WhatsApp to my son who is in Nairobi in is who son my to WhatsApp on messages write also We Sudan. South est way to talk to to talk to way est easi the It’s .

or how to use a smartphone, but my niece uses her phone with me so that I can talk to my younger brother in in brother younger my to talk can I that so me with phone her uses niece my but smartphone, a use to how or

a simple phone to make calls to my husban my to calls make to phone simple a have only I “ , who still works. I don’t know much about the internet, internet, the about much know don’t I works. still who , d

to access the services they need: they services the access to members

, rely on support from family family from support on rely , Sudan South from Lina old - year - 61 like Others, services. based - mobile using

Many older refugees in focus group discussions group focus in refugees older Many amiliarity with smartphones as the largest barrier to to barrier largest the as smartphones with amiliarity f poor cited

with those over 64 unlikely to use any mobile phone based service based phone mobile any use to unlikely 64 over those with other than text and voice and text than other .

d between 18 and 24 24 and 18 between d age ondents Resp regularly use the largest number of app of number largest the use regularly s on average (around 2), 2), (around average on s lication

The findings show a clear correlation between the ag the between correlation clear a show findings The e of refugees and the the and refugees of e number of of number average used. used. applications

34 34

data mobile the afford can’t and smartphones to access have

mputer centres in the settlement to support other young refugees who don’t don’t who refugees young other support to settlement the in centres mputer co more need also We computer.

I am a storyteller and whenever I feel low I just want to write and I can only do it when I have my own own my have I when it do only can I and write to want just I low feel I whenever and storyteller a am I

I would love to own a laptop and my own modem so that I can do my studies from the comfort of my house. house. my of comfort the from studies my do can I that so modem own my and laptop a own to love would I “

TECH MOBILE NG

REGARDI ASPIRATIONS

”. capacity to filled always is which CTA one have only we that is

expensive than paying for the same services at the community technology centre (CTA). The main challenge challenge main The (CTA). centre technology community the at services same the for paying than expensive

Buying bundles for my phone is much more more much is phone my for bundles Buying “ phone. her on undles b data of out runs she when mails - e sending

activities Anisable must do in a cyber café, such as printing reading materials, watching online videos, and even even and videos, online watching materials, reading printing as such café, cyber a in do must Anisable activities

reliance on her smartphone for most tasks, there are some some are there tasks, most for smartphone her on reliance

”. Despite Despite ”. assaulted get might I afraid s alway I’m happen.

very dangerous at night because as a woman anything can can anything woman a as because night at dangerous very “

Anisabel’s habit when she is at home. A habit she professes is is professes she habit A home. at is she when habit Anisabel’s

Walking to higher ground to get better reception has become become has reception better get to ground higher to Walking

”. anyone with communicate

otherwise I wouldn’t be able to to able be wouldn’t I otherwise Juru or Rubondo to going

poor reception, I am always forced to change SIM cards when when cards SIM change to forced always am I reception, poor

EDGE, but sometimes it has 3G, which is never stable. With such such With stable. never is which 3G, has it sometimes but EDGE,

Nakivale is always poor in most places. My phone is usually on on usually is phone My places. most in poor always is Nakivale

Mobile reception in in reception Mobile “ smartphone. her on ses u she services

Several factors limit Anisable’s access to the applications and and applications the to access Anisable’s limit factors Several

BARRIERS TO USING SMARTPHONE SMARTPHONE USING TO BARRIERS design course and she relies on her phone to access reading materials. materials. reading access to phone her on relies she and course design

”. Anisabel has currently enrolled for an online online an for enrolled currently has Anisabel ”. Mbarara and Kampala in y sta who siblings two my to money

me in doing my work as I have to upload fieldwork photos on Instagram. Additionally, I use it to send mobile mobile send to it use I Additionally, Instagram. on photos fieldwork upload to have I as work my doing in me

it to communicate to my friends and relatives in other countries though WhatsApp or Viber. It also supports supports also It Viber. or WhatsApp though countries other in relatives and friends my to communicate to it

American Refugee Council in the communication department as a caseworker. “ caseworker. a as department communication the in Council Refugee American I use use I life. my is smartphone My

smartphone has played a significant role in honing her skills in many areas. She is currently working with the the with working currently is She areas. many in skills her honing in role significant a played has smartphone

Anisabel is a trained journalist, a community worker, a storyteller an storyteller a worker, community a journalist, trained a is Anisabel d a musician. She is an art enthusiast whose whose enthusiast art an is She musician. a d

SMARTPHONE PHONE USE IN NAKIVALE NAKIVALE IN USE PHONE SMARTPHONE

arriving in Nakivale. She is now the family’s main breadwinner. main family’s the now is She Nakivale. in arriving

s been difficult for Anisibel and her family since she lost her father one year after after year one father her lost she since family her and Anisibel for difficult been s ha Life ”. escape to had we So,

target, we were under constant threat from soldiers, who targeted Burundian girls for murder and abuse. abuse. and murder for girls Burundian targeted who soldiers, from threat constant under were we target,

Apart from my dad being a a being dad my from Apart “ politics. Burundi’s

targeted by the government for writing about about writing for government the by targeted

arther, a journalist, who was was who journalist, a arther, f her for case

their lives were in danger. This was especially the the especially was This danger. in were lives their

Burundi in 2015 when violence escalated and and escalated violence when 2015 in Burundi

settlement. Her parents and 4 siblings fled fled siblings 4 and parents Her settlement.

for her siblings and herself in Nakivale refugee refugee Nakivale in herself and siblings her for

refugee currently struggling to make ends meet meet ends make to struggling currently refugee

Izera Anisibel is a talented 22 talented a is Anisibel Izera ndian ndian Buru old - year -

VOICES FROM NAKIVALE: THE STORY OF ANISIBEL IZERA ANISIBEL OF STORY THE NAKIVALE: FROM VOICES

their journey. their with proceeded they how affected phone mobile their that stated Kakuma

their mobile device to support travel to their host country, only 17% of refugees in Nakivale and 34% of those in those of 34% and Nakivale in refugees of 17% only country, host their to travel support to device mobile their

Of the refugees who confirmed using using confirmed who refugees the Of . ahead route the and journey their about information gather to and family

to communicate with friends and and friends with communicate to so did Nakivale and Kakuma both in majority the journey, their support to

access to mobile phone technology was much more restricted in the recent past. For those using mobile phones phones mobile using those For past. recent the in restricted more much was technology phone mobile to access

’ refugees that indicates and 2014 before Nakivale or Kakuma to travelled that refugees for true especially is This

journey their support to phone

mobile a used have to likely more are years three past the within settlements or camps in arriving Refugees

them. using in confidence and applications mobile of

ence refugee awareness awareness refugee ence influ may education that suggests This . services or apps mobile different nine as many as

using graduates university ome s with education, school primary completed who those than applications more

, refugees with a university degree use, on average, 2 to 3 3 to 2 average, on use, degree university a with refugees , example For services. based - mobile different of use

and increasing levels of educational attainment translate directly into greater greater into directly translate attainment educational of levels increasing and use application to fundamental

is Literacy locations. survey both across usage app mobile and education between exists ation correl strong A

age with decreases refugees by used apps mobile of number e Th

services. based - mobile using to barrier largest the as smartphones with familiarity poor cited discussions

se any mobile phone based service. Many older refugees in focus group group focus in refugees older Many service. based phone mobile any se u to unlikely 64 over those with

Respondents aged between 18 and 24 regularly use the largest number of applications on average (around 2), 2), (around average on applications of number largest the use regularly 24 and 18 between aged Respondents

The number of apps refugees use increases with their level of education of level their with increases use refugees apps of number The

. behind users phone basic leave to not rtant impo is it but services, new delivering

agencies, or finding information on job/livelihood opportunities. Social media may be an excellent platform for for platform excellent an be may media Social opportunities. job/livelihood on information finding or agencies,

useful outreach channels for other, less used mobile services, such as communicating with NGOs and UN UN and NGOs with communicating as such services, mobile used less other, for channels outreach useful

provide continued emotional and financial support. financial and emotional continued provide Because of their high coverage, these platforms may may platforms these coverage, high their of Because be be

the importance of communicating with family and friends, many of whom may not be physically present, but but present, physically be not may whom of many friends, and family with communicating of importance the

he findings underline underline findings he T activities. based - ternet in all f o 40% around comprising channels, trusted as cited often

Facebook, WhatsApp and Google provide the majority of communication platforms used by refugees and were were and refugees by used platforms communication of majority the provide Google and WhatsApp Facebook,

family

ication with friends and and friends with ication commun and information accessing for internet mobile the use primarily Refugees

settings. refugee both in options housing better and healthcare

ccess to a mobile phone and airtime were perceived as more needed than than needed more as perceived were airtime and phone mobile a to ccess a money, mobile of importance

hog wih iaca support financial which through . organisations humanitarian by provided be could Perhaps due to the the to due Perhaps

frequently referenced by refugees by referenced frequently were as a common way to exchange cash and buy goods and services and goods buy and cash exchange to way common a as and and ,

priorities as cited were needs two se The across all age groups surveyed. Mobile money services such as M as such services money Mobile surveyed. groups age all across Pesa Pesa -

resettlement opportunities are t are opportunities resettlement and support Financial Nakivale d an Kakuma both in needs pressing most he

internet supporting these needs. these supporting internet

the needs of refugees in both Kakuma and Nakivale, as well as how refugees see mobile technology and the the and technology mobile see refugees how as well as Nakivale, and Kakuma both in refugees of needs the

encountered once arrived once encountered the internet, there ar there internet, the and devices mobile to access with As . e many commonalities in in commonalities many e

are often influenced by the challenges faced traveling to a host country and the environmental conditions conditions environmental the and country host a to traveling faced challenges the by influenced often are

Refugees comprise some of the world’s most v most world’s the of some comprise Refugees ulnerable populations with basic, social and economic needs that that needs economic and social basic, with populations ulnerable

CONCLUSIONS ON THE ON CONCLUSIONS IMPORTANCE OF MOBILE TECHNOLOGY TO ADDRESS REFUGEE NEEDS REFUGEE ADDRESS TO TECHNOLOGY MOBILE OF IMPORTANCE

services. internet

36 36

access to Camp Base to travel must

or privately owned cyber cafes, residents residents cafes, cyber owned privately or

s e r cent computer no have Rubondo and

Because Juru Juru Because Camp. Base in elsewhere

cafes er cyb expensive relatively , small

to users diverting limited, is centre the

With a total of 20 computers, capacity in in capacity computers, 20 of total a With

services. based internet other

amongst amongst , s searche job and skills technical

digital literacy, vocational and and vocational literacy, digital in training

shed in 2010 to offer offer to 2010 in shed establi was entre C

in Base Camp. The The Camp. Base in located entre C Access

Community Technology Technology Community one has Nakivale

ACCESSING TECHNOLOGY AND THE INTERNET IN NAKIVALE IN INTERNET THE AND TECHNOLOGY ACCESSING

Fratzke.S. & Salant.B. (2017) Tracing the channels refugees use to seek protection in Europe. in protection seek to use refugees channels the Tracing (2017) Salant.B. & Fratzke.S.

access. phone without those for s alternative provide and Nakivale and Kakuma both in place common

notices are are notices and advertisements hysical p example, For . medium communication important an as t ac also

information channels channels information digital - non traditional more source, information significant a are phones mobile Although

others. amongst organisations aid to conduit a as act and

information source source information mportant i an as used also are channels SMS and lines help based - Phone . source information

lmost a quarter of respondents in Kakuma and 15% of those surveyed in Nakivale citing social media as an an as media social citing Nakivale in surveyed those of 15% and Kakuma in respondents of quarter a lmost a with

, such as Facebook, Facebook, as such , platforms media social online through idened w are networks physical These information.

rely on networks of family and friends as their as their source of of source their as their as friends and family of networks on rely strongly Nakivale and Kakuma in efugees R

Kakumna Nakivale

35% 30% 25% 20% 15% 10% 5% 0%

Other government Other

é caf internet an Via

Newspaper

Local government Local

Aid worker Aid

Other

Paper flyer or other advertisement in camp in advertisement other or flyer Paper

Through my phone via SMS and helpline and SMS via phone my Through

Through my phone (via social media) social (via phone my Through

Family/friends

: Sources of information used by refugees in Kakuma and Nakivale settlements Nakivale and Kakuma in refugees by used information of Sources : 31 Figure

. collected data y surve on based Kakuma and Nakivale in refugees

by used channels information the provides 31 Figure . networks, or on information provided by aid agencies aid by provided information on or networks,

, and often rely on close personal personal close on rely often and , information gather to use can they s channel the in limited are ugees ref Many

INFORMATION SOURCING

services these of awareness

based services developed by by developed services based - mobile Existing n aua n Nakivale, and Kakuma in agencies aid and refugee refugee and •

information of sources Refugee •

on: insights providing by questions

eveloped. d already services and applications mobile of awareness community these these s explore chapter his T

raiain ad Gs ae okd o mn yas n oh eue stig, e ltl i known is little yet settings, refugee both in years many for worked have NGOs and organisations about about

applications and services available to communities is is communities to available services and applications of s warenes a Furthermore, UN UN uptake. their to essential

Kakuma and Nakivale use to get their information w information their get to use Nakivale and Kakuma arget their outreach strategies. outreach their arget t better organisations help ill

of the challenges organisations face in communicating with refugees. refugees. with communicating in face organisations challenges the of Understanding the channel the Understanding refugees in in refugees s

Poor cell phone connectivity, limited WIFI access and the remote location of some communities, some of location remote the and access WIFI limited connectivity, phone cell Poor e just a few few a just e ar

OF INFORMATION INFORMATION OF SOURCES AWARENESS OF MOBILE SERVICES MOBILE OF AWARENESS AND

CHAPTER CHAPTER : 3

identification refugee support to approaches based technology Online, : processing Identity •

issues wellbeing and health targeting services and Information : advice Healthcare/health •

education targeted provide to technology mobile using tives Initia : Education/upskilling •

livelihoods to access refugee Improving : support job Vocational •

1. Annex in found

A full list of the services identified can be be can identified services the of list full A . 3 3 Figure in visualised and follows as categorised was intervention

each each , identified services ort supp the key the on Based . settlement Nakivale and camp refugee Kakuma in

y compiled a list of technology centred and mobile phone based services running running services based phone mobile and centred technology of list a compiled y stud this communities, refugee

humanitarian organisations, desk review and focus group discussions in in discussions group focus and review desk organisations, humanitarian with interviews informant key Through

SERVICES BASED PHONE MOBILE EXISTING OF AWARENESS

communities. target in available services and applications about awareness

through which implementers can raise raise can implementers which through s tool utilised - much are SMS and media social as such ms platfor

These findings indicate that, next to personal networks, information channels provided through mobile phone phone mobile through provided channels information networks, personal to next that, indicate findings These

zone. Camp Base connected heavily

in the more more the in used commonly are media social and SMS r, fo accounted is Nakivale in respondents of location

adverts in Nakivale may reflect the poor cell phone connectivity in Rubondo and Juru zones. Indeed, when when Indeed, zones. Juru and Rubondo in connectivity phone cell poor the reflect may Nakivale in adverts e e th

still accessed by around a quarter of refugees under the age of 45. The strong The 45. of age the under refugees of quarter a around by accessed still reliance on paper flyers or or flyers paper on reliance er

is less prevalent in Nakivale, but is is but Nakivale, in prevalent less is a medi social and SMS through sourced nformation i Kakuma, to contrast n I

phone. mobile their

, almost of half of refugees under 25 years access information using using information access years 25 under refugees of half of almost , Additionally . channels other through than

their mobile device device mobile their through information source to kely li more are 45 of age the under Kakuma in refugees fact, In

65 + 65 64 to 45 44 to 25 24 to 18 65 + 65 64 to 45 44 to 25 24 to 18

helpline media advert other friends helpline media advert other friends

Via SMS and SMS Via social Via or flyer Paper and Family Aid worker Aid and SMS Via social Via or flyer Paper and Family worker Aid

0% 0%

10%

20%

15%

20% 30%

25%

40%

30%

50%

35%

40% 60%

category in Kakuma in category category in Nakivale in category

Methods of accessing information referenced by age age by referenced information accessing of Methods Methods of accessing informaon referenced by age age by referenced informaon accessing of Methods

accessed by refugees to access information access to refugees by accessed channels Communication : 2 3 Figure

using their mobile phone mobile their using readily more information .

heavily on personal networks and non and networks personal on heavily l information sources than their younger counterparts, who access access who counterparts, younger their than sources information l digita -

preferences for certain sources certain for preferences indicates that older people (those over 44 years of age), rely more more rely age), of years 44 over (those people older that indicates 2 3 Figure .

ormation channels channels ormation inf used by refugee respondents, respondents, refugee by used were categorised by age by categorised were to determine if if determine to age influences influences age

ecause age is a strong factor in smartphone ownership (and therefore social media access), access), media social therefore (and ownership smartphone in factor strong a is age ecause B most cited cited most five he t

owned.

and the type of mobile device device mobile of type the and services support based mobile of awareness between relationship significant

no no is there services, support mobile of aware more slightly are owners smartphone although that, show 35

d access to. Results in Figure Figure in Results to. access d ha they ce devi mobile of type the with rence refe - cross were respondents refugee of

the awareness levels levels awareness the services, support based - mobile of awareness affects access such if determine To service.

This study has shown that smartphone owners have greater access to the internet, social media and messaging messaging and media social internet, the to access greater have owners smartphone that shown has study This

location. either in phone mobile over delivered services support

use of mobile applications, age does appear to influence refugees’ awareness of of awareness refugees’ influence to appear does age applications, mobile of use the and smartphones to access

nlike nlike u However, 1). to 4 around of ratio a ( Nakivale in those than services sed ba - phone mobile of aware more

Kakuma were considerably considerably were Kakuma in refugees camp, the in running initiatives of number higher the to due Perhaps

Nakivale Kakuma

65 and over and 65 64 to 45 44 to 25 24 to 18

10.8%

11.7%

13.6%

17.1%

43.5%

48.7%

53.5% 53.7%

group age by services deliver to phones bile mo using agencies aid of awareness Refugee : 34 Figure

. ) 4 3 (Figure reness awa influenced variable

The results were grouped by age to determine if the the if determine to age by grouped were results The . services deliver to phones mobile using agencies aid by

initiatives initiatives any of knew they if asked were Nakivale and Kakuma in refugees , identified categories the on Based

. interviews informant key during factors as cited

lower level of humanitarian support offered by agencies agencies by offered support humanitarian of level lower the and were all all were Kakuma) to (compared Nakivale in

reason for this discrepancy, relatively poor mobile connectivity, the remoteness of the settlement settlement the of remoteness the connectivity, mobile poor relatively discrepancy, this for reason definitive o n is

findings that significantly fewer mobile services are present in Nakivale than Kakuma. Kakuma. than Nakivale in present are services mobile fewer significantly that findings the from Although there there Although

t is clear clear is t i , prevalent most the are upskilling education/ and services information services, support financial Whilst

Identity processing Identity advice health Healthcare/ Nakivale Kakuma

Vocational / job support job / Vocational services support and Information

Education / upskilling / Education support Financial

Services

3 5 5 5 2 3 3 2

Mobile and internet based services available in in available services based internet and Mobile 33: Figure Kakuma camp a camp Kakuma settlement Nakivale nd

Information and s and Information upport services upport : Including protection and legal advice legal and protection Including : , as well as family tracing family as well as ,

•

: Mobile phone Mobile : rt suppo Financial support support financial based - services targeting refugee populations refugee targeting services

•

ation. organis society

based civil civil based - h ut yo local, a through 1 Kakuma n i piloted

t the time of this report, the application was being being was application the report, this of time the t A

repair. the reflect

complete the system is updated to to updated is system the complete is repair the Once 4.

HE ISSUE HE T FIX ) 4

REPORT IT REPORT 2) PROBLEM A FIND 1) ASSIGN SOMEONE TO IT TO SOMEONE ASSIGN 3)

identified. ity commun the within required is repair a that informed then are partners mplementing i

If necessary necessary If er. numb job a assigned and database online an on recorded automatically is report The 3.

The issue is reported using the iMontor smartphone app app smartphone iMontor the using reported is issue The 2. Kakuma in UNHCR to directly

eaking heavily and wasting an important natural resource. natural important an wasting and heavily eaking l been has that

find notable issues in their community in need of repair. For example, a communal communal a example, For repair. of need in community their in issues notable find Volunteers 1. tap tap water

existing solutions can be modified to meet different needs. different meet to modified be can solutions existing stages: three n i works iMonitor

collect), typically used to collect survey data on handheld devices. As such, it is a good example of how how of example good a is it such, As devices. handheld on data survey collect to used typically collect), - Kobo

quickly. The application is built around existing software (called (called software existing around built is application The quickly. more repairs effect to partners implementing

time reporting link between communities and the UNHCR, who then work with with work then who UNHCR, the and communities between link reporting time - real a creating by repairs

tructural issues in their community directly to UNHCR for repair. iMonitor reduces the time taken to initiate initiate to taken time the reduces iMonitor repair. for UNHCR to directly community their in issues tructural infras

Developed by UNHCR in Kakuma, iMonitor is a smartphone application that enables refugees to report report to refugees enables that application smartphone a is iMonitor Kakuma, in UNHCR by Developed

Case study: iMonitor study: Case

Unaware Aware Unaware Aware

Feature phone Feature Smartphone Basic phone Basic Basic phone Basic phone Feature Smartphone

11.6%

13.6% 18.7%

49.0% 49.6% 53.4%

88.4%

86.4% 81.3%

51.0% 50.4% 46.6%

Nakivale Kakuma

based support services in in services support based - mobile of Awareness based support services in in services support based - mobile of Awareness

Figure 35 Figure Awareness Awareness : of mobile support services services support mobile of based o based type of mobile phone mobile of type n ownership

owned.

mobile, there is no direct relationship between awareness of these services and the type of mobile device device mobile of type the and services these of awareness between relationship direct no is there mobile,

. However, although smartphone owners are slightly more aware of support services delivered over over delivered services support of aware more slightly are owners smartphone although However, . s service

, social media and messaging messaging and media social , internet the to access greater have owners smartphone that shown has study This

services based - mobile of reness awa influence not does refugees by owned device mobile of type The

location. either in phone mobile over delivered services support of awareness

age does appear to influence refugees’ refugees’ influence to appear does age – applications mobile of use and smartphones to access unlike – Nakivale

vailable than their peers in in peers their than vailable a services of aware more considerably are Kakuma in refugees younger Although

services based - mobile of reness awa ce influen not does Age

services. such of awareness

d an on (both channels information the of cognisant be therefore line) used in communities to raise raise to communities in used line) - off

based solutions for refugees must must refugees for solutions based internet or mobile developing Practitioners . Nakivale) in 15% to pared com

(50% in Kakuma Kakuma in (50% Kakuma in recorded that of third a than less is surveyed population the amongst applications

Perhaps due to the paucity of mobile services targeting refugees in Nakivale, general awareness of such such of awareness general Nakivale, in refugees targeting services mobile of paucity the to due Perhaps

Community awareness of mobile based applications an applications based mobile of awareness Community low is refugees for developed services d

factors. contributing

the lower level of support offered by humanitarian agencies in Nakivale (compared to Kakuma) are all potential potential all are Kakuma) to (compared Nakivale in agencies humanitarian by offered support of level lower the

vity, lower smartphone ownership, the remoteness of the settlement and and settlement the of remoteness the ownership, smartphone lower vity, connecti mobile poor Relatively camp.

Nakivale settlement hosts considerably fewer active mobile phone, or internet or phone, mobile active fewer considerably hosts settlement Nakivale based services than Kakuma Kakuma than services based -

Financial support services and education upskilling are the most actively delivered over mobile. However, However, mobile. over delivered actively most the are upskilling education and services support Financial

Kakuma has considerably more mobile services dedicated to refuge to dedicated services mobile more considerably has Kakuma akivale N than es

which implementers can raise awareness about applications and services available in target communities. target in available services and applications about awareness raise can implementers which

access information using thei using information access - much therefore are SMS and media Social phone. mobile r utilised tools through through tools utilised

through other channels. Additionally, almost of half of refugees under 25 years years 25 under refugees of half of almost Additionally, channels. other through third in Nakivale Nakivale in third a and Kakuma in

Refugees in Kakuma under the age of 45 are more likely to source information through their mobile device than than device mobile their through information source to likely more are 45 of age the under Kakuma in Refugees

of respondents in Kakuma and 15% of those surveyed in Nakivale citing social media as an information source information an as media social citing Nakivale in surveyed those of 15% and Kakuma in respondents of .

Personal networks are widened through online social media platforms, such as Facebook, with almost a quarter quarter a almost with Facebook, as such platforms, media social online through widened are networks Personal

Refugees source information from family and friends, but but friends, and family from information source Refugees social media and SMS play a strong role strong a play SMS and media social

and services developed by organisations to support refugee communities, which is essential to their uptake. their to essential is which communities, refugee support to organisations by developed services and

other forms of informa of forms other tion exchange. Mobile is therefore an essential tool for raising awareness of applications applications of awareness raising for tool essential an therefore is Mobile exchange. tion

Mobile technology and the internet play a fundamental role in how refugees source information source refugees how in role fundamental a play internet the and technology Mobile also supports also It .

REFUGEE REFUGEE ON CONCLUSIONS SOURCING OF INFORMATION INFORMATION OF SOURCING AWARENESS OF MOBILE SERVICES MOBILE OF AWARENESS AND

- - 10 Global 6

1 1 3 world of Rest 3

- 1 8 East Middle 2

1 1 12 Europe 4

Africa East 1 3 5 3

3 4 30 15 Apps / services / Apps

Family tracing / reunification / tracing Family Information on application status application on Information

Financial support such as cash transfers cash as such support Financial Education / upskilling / Education

Nakivale & Kakuma in refugees of needs four top the address t tha region by services and apps Mobile : 37 Figure

category. each for stated total the than larger may region each in services of sum the reason, this For countries.

Other services are present in multiple multiple in present are services Other accordingly. categorised be have and Africa) East g (includin globally

available are services Some report. this in included been not have that available be may services and applications

It should be noted that the desk review, whilst extensive, is not exhaustive and other other and exhaustive not is extensive, whilst review, desk the that noted be should It . world the around settings

against mobile phone based applications and services available available services and applications based phone mobile against them mapping y b , needs se the meet refugee in

to identify mobile applications and services that can can that services and applications mobile identify to possible then is it found, been have needs priority Once

Family tracing / reunification / tracing Family Resettlement status Resettlement

Financial support such as cash transfers cash as such support Financial Education / upskilling / Education

Number of mes need was idenﬁed across survey respondents respondents survey across idenﬁed was need mes of Number

400 200 0 1400 1200 1000 800 600

434 270 314 385 Kakuma

411 266 291 324 Nakivale

Figure 36: Top four needs identified by refugees for delivery over a mobile device mobile a over delivery for refugees by identified needs four Top 36: Figure

identified. need each for respondents of

s s proportion relative the indicates 36 Figure /reunification. tracing Family and status esettlement r and refugee

illing (especially language learning) language (especially illing upsk and ducation e , support inancial f were needs These information on on information ,

% of all refugee responses responses refugee all of % 55 and 62% to ranslating t ( device mobile a over in Kakuma and Nakivale respectively Nakivale and Kakuma in . )

a direct match between the between match direct a needs prioritised by refugees and and refugees by prioritised needs four top to see delivered delivered see to wish they services the

like to see delivered over mobil over delivered see to like was was re The needs. urgent most their as well as , Nakivale and Kakuma in e phon e

To determine which application and services are most relevant, r relevant, most are services and application which determine To efugees were asked which s which asked were efugees would would they ervices

needs of refugees in Kenya, Uganda and across the region. the across and Uganda Kenya, in refugees of needs pressing the meet may , contexts local to aptation ad

other countries. Although not not Although countries. other for refugees in Kakuma or Nakivale, these services, with with services, these Nakivale, or Kakuma in refugees for ed design specifically

These services may be available domestically, or they may have been developed to support refugees hosted in in hosted refugees support to developed been have may they or domestically, available be may services These

is also important important also is what existing services are available to supp to available are services existing what stand under to ort refugee’s most immediate needs. needs. immediate most refugee’s ort

awareness of of awareness widespread Whilst services that support refugee communities is critical critical is communities refugee support that services mobile , it it , uptake ir the for

PING REFUGEE NEEDS WITH EXISTING MOBILE APPLICATIONS AND SERVICES AND APPLICATIONS MOBILE EXISTING WITH NEEDS REFUGEE PING MAP

CHAPTER CHAPTER : 4

urrent global landscape of Family Tracing & Reunification Reunification & Tracing Family of landscape global urrent c the in tools and actors issues, key of analysis critical A together: Coming (2017), Hall Samuel

crisis refugee the to onses resp digital of landscape emerging the on report A CT4Refugees. I (2016), lab betterplace

tracing/reunification services found in East Africa, two are are two Africa, East in found services tracing/reunification family based - technology three the Of regions. span

based platforms that that platforms based - website or mobile, provide organisations several members, family from separated refugees

provide global support for for support global provide to able is service one no Whilst . ic, cultural and language divides language and cultural ic, geograph bridging

otherwise difficult circumstances, mobile phone technology and the internet provide a unifying platform for for platform unifying a provide internet the and technology phone mobile circumstances, difficult otherwise

separated by sometimes violent, or or violent, sometimes by separated countries across members family tracing of complexities the to Due

TRACING/REUNIFICATION FAMILY MOBILE SERVICES PROVIDING SERVICES MOBILE

found. be can support if App Eneza the as such initiatives from greatly benefit may which Nakivale,

No such applications are currently available in in available currently are applications such No Kakuma. in found be could Africa East in available and mobile

vices provided over over provided vices ser education the of five All . phones basic supports also and technology mobile through

learning learning long - life affordable provide to designed is App Eneza The others. amongst Safaricom and Foundation

supported by The Xavier Xavier The by supported is which , App Eneza the include kuma Ka in piloted being applications education Existing

leveraged. be can platforms messaging or media social existing if required is development technical

Furthermore, no additional additional no Furthermore, needs. learning language pressing address directly would Africa, East of ext cont the

to to WhatsGerman as such services mobile Modifying Nakivale. or Kakuma either in refugees for apps translation

This study was unable to find any dedicated language or or language dedicated any find to unable was study This . Germany in arriving seekers asylum and refugees

asic language instruction for new new for instruction language asic b free provide to WhatsApp s use which , WhatsGerman as such services

language learning and translation. These range from household names such as Google Translate, to targeted targeted to Translate, Google as such names household from range These translation. and learning language

of the mobile and online services researched focus on on focus researched services online and mobile the of ) 12 ( % 40 category, this thin Wi education/upskilling.

By far the largest number of applications and services available for refugees online or on mobile mobile on or online refugees for available services and applications of number largest the far By support

EDUCATION/UPSKILLING MOBILE SERVICES PROVIDING PROVIDING SERVICES MOBILE

refugees and high transfer fees can reduce the impact of remittances receive remittances of impact the reduce can fees transfer high and refugees to concessions . d

Pesa and Airtel Money. In most cases however these services do not provide financial financial provide not do services these however cases most In Money. Airtel and Pesa - M as uch s services using

all their needs, many refugees in Uganda, Kenya and elsewhere in the region rely on peer to peer money transfer money peer to peer on rely region the in elsewhere and Kenya Uganda, in refugees many needs, their all ,

multilateral organisations such as UNHCR and the World Food Programme Food World the and UNHCR as such organisations multilateral ficient to fulfil fulfil to ficient suf not often is this As .

typically rely on partnerships between multinational businesses such as Safaricom and MasterCard, and and MasterCard, and Safaricom as such businesses multinational between partnerships on rely typically

in East Africa Africa East in s e refuge for services edicated D . abroad and domestically , remittances receive and send both

banking services, making them globally available to refugees to available globally them making services, banking online established of forms other and cards pay to to

- pre leverage that applications existing of use make refugees to provided services financial the of Many support.

banking services, underlining the applicability of mobile technology as a delivery mechanism for financial financial for mechanism delivery a as technology mobile of applicability the underlining services, banking

Africa and elsewhere in the world the in elsewhere and Africa East in Refugees are able to make use of a wide range of internet and mobile mobile and internet of range wide a of use make to able are

MOBILE SERVICES PROVIDI SERVICES MOBILE SUPPORT FINANCIAL NG

gees hosted across East Africa in each of the priority support categories identified identified categories support priority the of each in Africa East across hosted gees refu study. this in refugees by

ustainable over the longer term, longer the over ustainable s if adapted, many of the services developed developed services the of many adapted, if , but prove beneficial to to beneficial prove may

how many of these endeavours endeavours these of many how unclear yet as is It . will prove prove will ups and social enterprises social and ups - start of plethora a

which has led to the creation of of creation the to led has which s, solution mobile focused - refugee around ovation inn and development intense

through organising coding events known as as known events coding organising through ries such as Germany have been at the centre of of centre the at been have Germany as such ries Count . Hackathons

Techfugees, who’s mandate is to develop technology focus technology develop to is mandate who’s Techfugees, solutions for refugees (often using smartphones) smartphones) using (often refugees for solutions ed

fuelled interest fro interest fuelled rus icuig ehooit Ti hs led has This technologist. including groups, many m to the rise of organisations such as as such organisations of rise the to

migrants entering Europe and the Middle East during 2015 and 2016 and the associated media coverage that that coverage media associated the and 2016 and 2015 during East Middle the and Europe entering migrants

st and Europe and st Ea iddle M the in located are balance can, in part, be attributed to the large large the to attributed be part, in can, balance im This . of of numbers

that the p the that shows 37 Figure of mobile applications and services developed for, for, developed services and applications mobile of reponderance or used by, refugees refugees by, used or

region.

) might easily be adapted to support refugees hosted, or settling in Uganda, Kenya or the wider wider the or Kenya Uganda, in settling or hosted, refugees support to adapted be easily might ) s smartphone

to to s centre call (from integration and resettlement refugee supporting for solutions based phone mobile

study, many of the the of many study, this in refugees to available technologies phone mobile to access reaching - far the Given

few. a name to schools accessing and advice health

based guides on accessing accommodation, using local local using accommodation, accessing on guides based - smartphone of range a provides which transportation, transportation,

, , Refugermany include apps Other . services emergency for contacts and being - well emotional for tips finances,

on managing managing on guidance smartphone a with refugees provides Australia in developed app Roots New the example,

potnte, hy rvd vlal spot o rfge loig o nert it lcl communities local into integrate to looking refugees for support valuable provide they opportunities, . For For .

. Although these services are not directly able to support the allocation of resettlement resettlement of allocation the support to able directly not are services these Although . granted n bee has

once asylum asylum once countries host in resettlement refugee support that services mobile of examples several are The

unclear if this service will be deployed to other refugee camps and settlements in the region. the in settlements and camps refugee other to deployed be will service this if unclear

It is is It centre. UNHCR the to coming without ase c their about information access can who Kakuma in refugees

is in the process of addressing some of these concerns and now now and concerns these of some addressing of process the in is UNHCR The for for helpline free - toll a provides

AUGUST 2017 AUGUST , 4 KAKUMA FGD: FROM EXTRACT

that would save me the trip and the bus fare. If it’s good new good it’s If fare. bus the and trip the me save would that ”. more out find to centre the to come can I s,

changed. I would still rather speak to someone in person, but If I could get regular news over my mobile phone, phone, mobile my over news regular get could I If but person, in someone to speak rather still would I changed.

hours for information on my status and when I might be resettled; often nothing’s nothing’s often resettled; be might I when and status my on information for hours several for wait can I there

old son to visit the UNHCR centre. Once I’m I’m Once centre. UNHCR the visit to son old - month - 6 my with 1 Kakuma to 4 Kakuma from travel to have I “

abroad.

underlying anxiety amongst refugees unsure of their status and when they might might they when and status their of unsure refugees amongst anxiety underlying in countries countries in resettled be

on resettlement outcomes and the need to travel to specific centres to obtain updates updates obtain to centres specific to travel to need the and outcomes resettlement on creates creates s worker case from

deliver tangible solutions to refugees, especially as focus group discussions have shown that lack of information information of lack that shown have discussions group focus as especially refugees, to solutions tangible deliver

outside of official UN or government channels. channels. government or UN official of outside most in need of innovative thinking to to thinking innovative of need in most perhaps is category This

services exist for refugees to to refugees for exist services few Very resettlement opportunities opportunities resettlement and status application their understand

MOBILE SERVICES PROVIDING INFORMATION ON RESETTLEMENT STATUS RESETTLEMENT ON INFORMATION PROVIDING SERVICES MOBILE

localised needs. localised address that

the application is an example of how smaller developers can be motivated to to motivated be can developers smaller how of example an is application the context specific solutions solutions specific context build

development to reconnect refugees separated inside K inside separated refugees reconnect to akuma refugee camp. Described camp. refugee akuma project, project, roots grass a s a

organisations; organisations; Refugees United (R United Refugees EFUNITE) and UNICEF, the UNICEF, and EFUNITE) currently under under currently is , App e M Find the called third,

present in Kakuma and the third in Nakivale. Nakivale. in third the and Kakuma in present he t of two Although services are provided by globally by provided are services se recognised recognised

as as zones Juru and Rubondo in nnectivity co poor increasingly for account must Nakivale in solutions mobile

Base Camp zone, implementers wishing to deliver deliver to wishing implementers zone, Camp Base , central settlements the around clustered connectivity

ith the strongest strongest the ith W . all at coverage phone cell no had settlement Nakivale in surveyed refugees the of

phone signal, around 11% 11% around signal, phone mobile 3G or 2G a obtain to able were Kakuma in respondents all almost Whilst

Kakuma: than Nakivale in restricted more is connectivity phone Mobile •

internet.

and the the and technology mobile of use and access both nfluence i that out stand particular in differences Three

Despite the large number of similarities in refugee responses between Kakuma and Nakivale, difference remain. remain. difference Nakivale, and Kakuma between responses refugee in similarities of number large the Despite

designs. programme future of part as considered

se working with refugee communities and should be be should and communities refugee with working se tho for implications policy and programming important

hese trends have have trends hese t solutions, based - internet and mobile of adoption potential the for indicators as taken When

nationalities. of range diverse a cases, some in , and populations young relatively , access r poo

settings with with settings rural infrastructure, limited as such characteristics, similar share settlements many as surprising

. This is perhaps not not perhaps is This . Africa East in countries between and settlements across usage phone mobile (3) ; and access

mobile phone and internet internet and phone mobile to barriers (2) ; mobile through addressed be can that needs refugee (1) ; between

a broader relationship relationship broader a suggest Kakuma and Nakivale in identified trends eight the of correlation close The

. s role supportive

strong strong play SMS and media social but friends, nd a family from information source largely Refugees

family. and

Refugees primarily use the mobile internet for accessing information and communication with friends friends with communication and information accessing for internet mobile the use primarily Refugees

services.

type of mobile devices owned by refugees influences awareness of mobile of awareness influences refugees by owned devices mobile of type the nor age, Neither based based -

journey. their support to phone mobile

Refugees arriving in refugee settlements within the past three years are more likely to have used a a used have to likely more are years three past the within settlements refugee in arriving Refugees

ownership. smartphone influence ly significant not es do day per USD $5 above

The majority of refuges who own a mobile device earn less than $1 USD per day. Furth day. per USD $1 than less earn device mobile a own who refuges of majority The ermore, income income ermore,

. use refugees services

Smartphone ownership increases with level of education of level with increases ownership Smartphone and and apps mobiles of number the does as ,

internet. the access

Younger refugees are more likely to use use to likely more are refugees Younger ey are also more likely to to likely more also are ey th refugees, older than smartphones

The majority of refugees access the internet using 3G using internet the access refugees of majority The 1 WIFI. not , smartphones connected -

OBSERVED TRENDS BASED ON STATISTICALLY SIGNIFICANT QUANTITATIVE DATA QUANTITATIVE SIGNIFICANT STATISTICALLY ON BASED TRENDS OBSERVED : 2 TABLE

10%. than less by differ

of the data collected, Table 2 Table collected, data the of ey trends where responses to survey questions in Kakuma and Nakivale Nakivale and Kakuma in questions survey to responses where trends ey k outlines

the role mobile phone technology can play in addressing these needs. needs. these addressing in play can technology phone mobile role the in as well as , locations nalysis nalysis a on Based

hy ae n tann sc acs. Furthermore, access. such attaining in face they hr ae ls smlrte in similarities close are there needs across both both across needs refugee

many similarities in the way refugees access and use mobile technology and the internet, and the challenges challenges the and internet, the and technology mobile use and access refugees way the in similarities many

Although Kakuma and Nakivale have very different g different very have Nakivale and Kakuma Although eographic, urban and infrastructural differences, there are are there differences, infrastructural and urban eographic,

CONCLUSIONS AND WIDER IMPLICATIONS FOR REFUGEES IN EAST AFRICA EAST IN REFUGEES FOR IMPLICATIONS WIDER AND CONCLUSIONS

CHAPTER CHAPTER : 5

communities. refugee target supporting for available

influence access to different mobile devices and the service delivery platforms platforms delivery service the and devices mobile different to access influence connectivity and education

how age, age, how determining for reference a as acts ) 38 (Figure infographic following the influencers, these on Based

correlated. overly not are

intuitively correct, as students will not attend university until at least 18, but shows that age and education levels levels education and age that shows but 18, least at until university attend not will students as correct, intuitively

o have obtained a university education. This is is This education. university a obtained have o t likely more are years 44 to 25 from aged refugees apps);

Analysis shows that, whilst those aged between 18 to 24 are most likely to own a smartphone (and use more more use (and smartphone a own to likely most are 24 to 18 between aged those whilst that, shows Analysis

another. one the from independent are they if understand to important therefore is t I ions. icat appl mobile of

use use increased and ownership artphone sm of influencers strong are education and age that shown has study This

AGE AND EDUCATION

communities. refugee in services based

ggest determinants for how practitioners can target mobil target can practitioners how for determinants ggest bi the of one therefore is It text. and e and internet internet and e

as reliable access to 3G/4G data services, is the keystone for accessing services beyond those relying on voice voice on relying those beyond services accessing for keystone the is services, data 3G/4G to access reliable as

o internet enabled devices such as smartphones is only part of the challenge. Connectivity, defined here here defined Connectivity, challenge. the of part only is smartphones as such devices enabled internet o t Access

CONNECTIVITY

. age and education , connectivity ; are services related

and and technology mobile to access of indicators strongest the report, this in identified trends key the on Based

needs. of

with refugee communities to address a diverse array array diverse a address to communities refugee with turn, in and, internet the through media social to connect

organisations and others can deliver services to refugees, smartphones clearly offer the most effective way to to way effective most the offer clearly smartphones refugees, to services deliver can others and organisations

through which humanitarian humanitarian which through (voice/text) channel a provides device mobile of type any to ess acc Although

REFUGEES FOR DELIVERY SERVICE BASED - PHONE MOBILE DETERMINING FOR INDICATORS KEY

used in communities to raise awareness of such services. such of awareness raise to communities in used line) - off an on (both channels information

ased solutions for refugees must therefore be cognisant of the the of cognisant be therefore must refugees for solutions ased b - mobile developing Practitioners Kakuma.

general awareness of such applications amongst the population surveyed is only a a only is surveyed population the amongst applications such of awareness general of that recorded in in recorded that of third

tential contributing factors. Perhaps Perhaps factors. contributing tential po due to the paucity of mobile services targeting refugees in Nakivale, Nakivale, in refugees targeting services mobile of paucity the to due

and the lower level of support offered by by offered support of level lower the and agencies in Nakivale (compared to Kakuma) are all all are Kakuma) to (compared Nakivale in agencies humanitarian

camp. Relatively poor mobile connectivity, lower smartphone ownership, the remoteness of the settlement settlement the of remoteness the ownership, smartphone lower connectivity, mobile poor Relatively camp.

Nakivale settlement hosts considerably few considerably hosts settlement Nakivale based services than Kakuma Kakuma than services based - internet or hone, p mobile active er

Kakuma has considerably more mobile services dedicated to refugees than Nakivale: than refugees to dedicated services mobile more considerably has Kakuma

•

. phones limited

on of mobile device types within target communities and the the and communities target within types device mobile of on distributi more functionally functionally more of ownership higher

obile solutions developed for Nakivale must therefore taking into account account into taking therefore must Nakivale for developed solutions obile M . Nakivale in recorded the the

% of the refugees surveyed in Kakuma own smartphone, smartphone, own Kakuma in surveyed refugees the of % 45 round A double the ownership rate rate ownership the double almost

Smartphone acce Smartphone ss in Kakuma is close to double that that double to close is Kakuma in ss Nakivale: in •

refugees who own smartphones to access services in areas of limited cell phone connectivity. phone cell limited of areas in services access to smartphones own who refugees

distance from Base Camp increases. increases. Camp Base from distance Peer to peer transfer of applications using Bluetooth offers one way for for way one offers Bluetooth using applications of transfer peer to Peer

lives. their live frica A East in refugees way the better, the for change, might

that that services and apps killer unlocking to key the provide may internet the to access easier and connectivity

groundswell of active smartphone users. Better mobile mobile Better users. smartphone active of groundswell the into tap to enterprises private and organisations

for humanitarian humanitarian for opportunities are there average, national the bove a notably settlements Nakivale and Kakuma

of applications and services available to refugees across the world. With smartphone ownership in the the in ownership smartphone With world. the across refugees to available services and applications of both both

Despite these challenges, mobile technology and the internet play a vital role in accessin in role vital a play internet the and technology mobile challenges, these Despite g the growing network network growing the g

region. the across settlements refugee

which are indicative of wider wider of indicative are which – Nakivale and Kakuma as such – infrastructure mobile limited with settlements in

developing mobile phone and internet based services for for services based internet and phone mobile developing , living living , ities commun refugee diverse demographically

face in in face likely will practitioners offs - trade key highlights graphic info the reference, a as acting to addition In

Figure 38 Figure : Determining influencers of of influencers Determining : to mobile phone mobile to access based services for refugees for services based -

Pillar. Research Implementation Hall’s Samuel by produced been has report This

www.samuelhall.org visit

please information, more For Emirates. Arab United the and Turkey Tunisia,

Germany, France, in presence a and Kenya, and Afghanistan in offices has Hall Samuel

people. and programmes policies, on impact

an with knowledge to contribution a delivers that research produce to is mandate Our

migration. by affected countries

in directly work We research. migration to dedicated enterprise social is Hall Samuel

Hall Samuel About

Owuor Jared Mr. Assistant: Research Senior

Hounsell Benjamin Dr Director: Project

Authors:

le, without whom our data collection would not have been possible. been have not would collection data our whom without le, Nakiva

Finally, we would like to recognise the contribution of our team of refugee enumerators in Kakuma and and Kakuma in enumerators refugee of team our of contribution the recognise to like would we Finally,

quantitative survey and who donated their valuable time to participate in key informant interviews. informant key in participate to time valuable their donated who and survey quantitative

We would also like to thank the many academics and subje and academics many the thank to like also would We ct experts who supported the development of the the of development the supported who experts ct

study and their hospitality in providing accommodation in both locations. both in accommodation providing in hospitality their and study

the team access Kakuma refugee camp and Nakivale settlement, as well as their support in conducting the field field the conducting in support their as well as settlement, Nakivale and camp refugee Kakuma access team the

The research team at Samuel Hall would also like to thank UNICEF and IOM for their unfailing sup unfailing their for IOM and UNICEF thank to like also would Hall Samuel at team research The port in helping helping in port

Sida.

This study was made possible through the kind support of the Humanitarian Innovation Fund, ELRHA, DFID and and DFID ELRHA, Fund, Innovation Humanitarian the of support kind the through possible made was study This

Acknowledgements