By Simon Pierre Diouf and Raad Shaqman
In August 2024, UNHCR Egypt launched the Digital Gateway to address the growing demand for registration appointments exacerbated by the Sudan crisis and ease the pressure on existing service channels. This innovative platform allows asylum-seekers to create profiles, upload documents, and request appointments online, providing a much-needed alternative to in-person visits and calls to info line (operation’s contact centre) to request new registration appointments. Since its introduction, the Digital Gateway has improved access to registration, enhanced operational efficiency, and offered valuable insights for future digital transformation efforts.
A Response to Growing Challenges
Before the Digital Gateway, asylum-seekers in Egypt had only two ways to request appointments: by calling the info line or visiting the reception centres in Cairo or Alexandria in person, despite being dispersed across the country. However, both options faced significant limitations. The influx of asylum-seekers from Sudan, combined with the vast distances many had to travel to reach the UNHCR offices, created bottlenecks in the system. UNHCR could only accommodate 600 out of 1,000 daily appointment requests, leaving approximately up to 500 individuals turned away each day. Meanwhile, the info line struggled to keep up with demand, leading to frustration among those seeking appointments.
Implementation and Features
The rollout of the Digital Gateway involved extensive preparation, including training UNHCR staff, coordinating with community-based protection teams, and hosting meetings with refugee community leaders to introduce the platform. To ensure accessibility, instructional videos in Arabic and English were produced, and asylum-seekers tested the system and provided feedback before its official launch.
Impact on Asylum-seekers
Since its launch, over 51,000 individuals (approximately 15,300 families) have used the Digital Gateway to request new registration appointments. This has significantly reduced the need for long-distance travel to UNHCR offices, making it easier for asylum-seekers to access registration services. Asylum-seekers can now save on transportation costs, allowing them to use this money for other urgent needs. The overall feedback so far has been largely positive, with 89% of users finding the portal “clear and understandable”, and 83% describing it as “easy to use”.
“The registration process is very convenient and smooth, and all the details were explained. The stages were very fast and did not take time. The experience was successful, and I hope that it will be generalized to the rest of the services and that we can obtain them online.” (Moataz Ahmed Ali – Sudanese asylum-seeker)
“The experience is good. It preserves human dignity and protects me, considering that I am new to the country and do not know the other registration methods or the location of the UNHCR, and I saved the transportation money. It saved me.” (Hajer Abbas – Sudanese asylum seeker)
However, some challenges remain. The platform requires users to have access to a smart phone, internet, an active email address, and a phone number. Additionally, creating an account—particularly the multi-factor authentication (MFA) process—has been identified as the most complex step for users with limited digital literacy. Nevertheless, these measures are necessary to protect asylum-seekers data and prevent fraudulent use of the tool. To mitigate these issues, UNHCR and its partner, Terre Des Hommes, have been organizing sessions on digital literacy and use of the platform, aiming to ensure asylum-seekers can effectively use this new digital tool. Connectivity hubs have also been established to provide internet access, allowing refugees to access the platform even if they lack personal internet-enabled devices.
Impact on UNHCR Operations
Operationally, the Digital Gateway has been a game-changer. By offering an additional modality for appointment requests, it has helped reduce info line calls for new registration appointments, thereby easing congestion at reception centres, which in turn, leaves room for other protection concerns to be addressed. Previously, up to 500 individuals were turned away daily due to capacity constraints. With the new system in place, UNHCR can accommodate all those seeking appointments while also prioritizing vulnerable individuals in urgent need of registration through specific questions to identify vulnerabilities such as pregnancy, health issues, protection concerns, and mobility challenges.
Future Development and Lessons Learned
UNHCR Egypt is looking into fully implementing the Digital Gateway by the third quarter of 2025. Ongoing discussions are focused on the potential inclusion of other digital services and expansion of the platform to other nationalities. However, the decision on expansions will be influenced by operational priorities and funding considerations.
“Throughout Egypt’s response to the Sudan crisis, we have been looking at creative solutions to improve the way we work with and for refugees. The current tool was a great jump in that direction and rolling out more digital services under the Digital Gateway will be critical as the emergency continues and our resources become increasingly stretched. Not only does this make our systems better but empowers the community to participate in their own protection environment.” (Marti Romero, Deputy Representative- UNHCR Egypt)
As UNHCR Egypt advances its digital transformation journey, the team is carefully assessing its impact to ensure the platform meets the evolving needs of asylum-seekers. By embracing digital solutions, UNHCR Egypt is paving the way for faster, more accessible, and more inclusive registration services—bringing vital support closer to those who need it most.