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Citizen Engagement articles.
Tech
Bridging the Accountability Gap: How OI Rafiki Transforms Humanitarian Complaint Intake
Call center hotlines collapse, paper forms stall, and digital portals alienate beneficiaries without stable internet. Ona Insights built OI Rafiki, a WhatsApp-native AI agent that acts as a digital first responder for community complaint management — closing the accountability loop end to end.
Jane Mesi · Jul 8, 2026 · 6 min read
Citizen Engagement
Building UNICEF State of Palestine's Complaints Management System
UNICEF State of Palestine partnered with Ona to build its own Complaints Management System, based on the CFMHub platform Ona developed for UNICEF Sudan, later integrated with UN Women's Wasil system to share data across both.
Jonathan Munene · March 25, 2026 · 6 min read
Citizen Engagement
Building Wasil: One System for Managing Community Feedback Across Agencies in Palestine
UN Women partnered with Ona to consolidate complaints and feedback data from multiple partner agencies in the Occupied Palestinian Territory into one shared system: Wasil.
Jonathan Munene · March 18, 2026 · 5 min read