In 2023, the Moroccan Red Crescent faced a critical challenge: how to systematically capture and respond to community feedback during a large-scale emergency. In response to the devastating earthquake, the National Society, supported by the International Federation of Red Cross and Red Crescent Societies (IFRC) and the Netherlands Red Cross, launched a new initiative centred around the co-development of a centralized community feedback data management system, integrated with a newly established hotline (“Ligne Verte”) and traditional face-to-face feedback channels.
Piloted in Taroudant and now fully rolled out across all earthquake-affected areas, the system has marked a significant shift from unstructured Excel-based tracking to a streamlined digital system to capture needs, based on local voices, in real time. As of December 2025, over 14,000 feedback entries have been migrated from Excel to the new system, out of which 700 calls have come in through the new hotline. The average time to close feedback has dropped from 49 to 7 days, with 94% of cases resolved. Most importantly, the new feedback system has tangibly improved assistance delivery tailored to real needs – from health teams adjusting outreach for chronic disease screenings, to safety campaigns on how to treat scorpion and snake bites.
This case study outlines the Moroccan Red Crescent’s journey from co-design to implementation of this data management system, its technical setup, operational impact, and future ambitions to expand beyond the earthquake hotspots. This system serves a dual purpose: it enables direct engagement by responding to individual questions and concerns, and it strengthens institutional accountability by allowing sectors to use feedback data for evidence-based programme adaptation. As such, the case study demonstrates how locally led action, supported by intuitive digital tools, can transform humanitarian response and strengthen trust between communities and responders.
How a Hotline Became a Lifeline:
Morocco’s Leap in Community Feedback