A journey, not a destination: digital transformation stories from Eswatini and Ireland 

People around the globe make use of digital services every day, and humanitarian organizations are no exception. Recognizing the need to accelerate the digital transformation of the Red Cross Red Crescent Movement, the International Federation of Red Cross and Red Crescent Societies (FICR) adopted a strategy to strengthen the speed, quality, accessibility and sustainability of humanitarian services, leveraging data analytics and digital technology. The digital transformation strategy follows a digital maturity approach across three levels, ranging from paper-based to largely digital, future-proof operations:

The Netherlands Red Cross’ data and digital team, 510, supports the IFRC in the implementation of this strategy by guiding National Societies in mapping their current digital maturity, where they want to go, and how to get there. A digital maturity assessment and subsequent workshops are tailored to each National Society’s needs and cultural context to ensure local ownership, laying the foundation for a sustainable roadmap towards digital transformation. To date, the digital maturity framework has been applied by over 70 National Societies globally. But how does the application of the digital maturity framework look in practice? The assessments with the National Societies in Eswatini and Ireland offer an example.  

Ireland: A structured approach to digital maturity 

The Irish Red Cross’ digital maturity assessment helped the National Society set a clear path towards streamlining operations and strengthening collaboration between staff and volunteers. With new leadership in 2023 came the recognition of the need to structurally modernise the National Society, and a new push for digital change – not just new software, but a shift in strategy and processes. The digital maturity assessment offered a starting point, providing clarity on where the National Society stands in its digital maturity, and strategic direction for improvements. 

Since then, the Irish Red Cross has embedded digital transformation into several key operations – from implementing Power BI dashboards to enhance data-driven decision-making, to expanding the functionalities of its online learning platform. A data and digital literacy training package has been introduced for staff, while a new cloud-based data management system is improving volunteer management and fundraising.  

“I wanted to ensure a shared understanding of this process as a programme of culture, workflow and thought change, backed up by tech. Everyone in the organization is hungry for the changes that are already being made, and this time next year, we will see the differences manifesting themselves.“ 

Deirdre Garvey, Secretary General of the Irish Red Cross 

While it is still early to measure direct humanitarian impact, the shift toward data-driven decision-making, efficiency, and collaboration is positioning the Irish Red Cross for a more agile future. Change takes time, but with strong leadership and a clear vision, digital transformation is well underway. 

Eswatini: Enhancing cash assistance through innovation 

Traditionally, the Baphalali Eswatini Red Cross Society managed its cash programmes using paper-based and semi-digital methods, often resulting in operational delays and increasing the risk of errors. These approaches hampered transparent and efficient tracking of transactions, highlighting the need for improved accountability and oversight in financial processes. Identifying these gaps, the digital maturity assessment recommended the integration of a data-powered system to remove these blockers to effective cash assistance, after which the National Society explored solutions and decided to pilot the 121 Plataforma. A user-friendly tool to centralise the cash assistance process, 121 is easy, safe and fast to use – making its introduction a game-changer in the National Society’s operations. Providing data in real-time, the new system eliminates concerns over using manual data processes potentially leading to incorrect payments. Offline validation features allow data collection even in remote areas. As a direct result of the digital maturity assessment, the gradual digitalisation of cash assistance in Eswatini has highlighted how aligning digital tools with operational processes is crucial for successful adoption. 

“Digital transformation has significantly enhanced our impact and ability to lead locally driven humanitarian action. It has empowered staff and volunteers, strengthened data management processes, and improved community engagement – leading to more effective and timely responses.” 

Doctor Elliot Jele, Programmes Manager at the Baphalali Eswatini Red Cross Society 

Looking ahead, the Baphalali Eswatini Red Cross Society aims to fully digitize its cash assistance programmes by 2026. The digital transformation journey is ongoing, but the foundation for a digitally resilient National Society is firmly in place.  

A Common Thread: Digital Transformation as an Ongoing Journey 

While the Irish Red Cross and Baphalali Eswatini Red Cross Society operate in vastly different environments, their digital transformation journeys share a common thread: digital transformation is not a destination but an ongoing process. The experiences of both National Societies underscore the importance of tailored approaches that account for cultural, economic, and infrastructural realities. 

Both National Societies have demonstrated that embracing digital transformation requires more than just technology – it demands leadership commitment, cultural change, and continuous learning. As they continue their journeys, their highly individual experiences serve as valuable lessons for other National Societies embarking on their own path toward digital maturity. 

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