1. Supporting residents of reception centres in developing digital skills and managing
their affairs independently, thus increasing their self-reliance;
2. Using digital tools/applications to support employees in providing better personalized
guidance to residents;
3. Reducing the workload of employees by digitalizing processes that are currently
physically organized and take a lot of time, such as reception intake;
4. Improving the digital skills of employees and organizing work processes more
efficiently.
This step towards a more automated and accessible way of working can contribute to
improving the reception and guidance of asylum seekers: humane, safe, cost-efficient and
agile, also in upscaling and downscaling. It also meets the changing needs and expectations
of asylum seekers and reception workers.
The anticipated implications of this digitalization trajectory for residents of the COA reception
centres, the COA employees and the organization as a whole are given below:
The resident/asylum seeker The COA employee The COA organization
As a resident, I receive personal
guidance in a digital environment and
always have access to relevant
information such as my file and wallet,
with links to activities and employers.
COA makes it possible for mandatory
steps, such as identification and
location selection, to take place
digitally. I can indicate my
preferences for a next location myself
and arrange the registration for it
digitally. This promotes my self-
reliance and involvement in my
asylum process. I feel safe at my
location, because I know that (digital)
supervision can be carried out to
maintain the peace and quiet with the
help of smart controls. In addition, the
digital environment offers 24/7 digital
support, such as advice on health
care and incident reports. If I still need
help, I can go to a physical location
at specific times to ask for help. I have
influence on how my process runs and
the digital environment is user-friendly,
accessible and available in my own
language.
As a COA employee, I have access to
integrated systems that reduce my
administrative burden and enable me
to work efficiently. The systems
connect seamlessly and automate
many tasks. Because the residents are
mainly self-reliant, this saves me time
and provides scope for customization
and guidance. I can work at multiple
locations and have a device that suits
my preference. With digital
innovations and training, I offer
efficient and high-quality customized
guidance to COA residents, while I
have digital access to their integral
data and information from COA.
Thanks to digital (supervision)
resources at the locations, I notice
that there is a good view of what is
happening at the locations and this
provides peace of mind for me and
my colleagues. I can easily report
special features and tasks in a clear
digital environment, which ensures a
better division of tasks. I also have
access to a personal development
platform with training courses.
As an organization, we are able to use
real-time reliable information to make
decisions. This is possible through
optimized processes with integrated
systems and data-driven insights.
Everything that is digitally possible, is
done digitally. In order to promote a
calm environment in the reception
centres, we offer residents the
opportunity to indicate their
preferences for a location. Using
technologies, we automatically make
the best possible match between
person and location. This places the
responsibility with the resident and
results in a quieter location. In
addition, there is more insight into the
actions and safety of residents through
the digital approach that the COA
uses. We work with reliable data
through the structured storage of data
and forecasts about inflow and
outflow at locations. With real-time
information about residents, waiting
times and location capacity in our
digital operational 'cockpit', we can
quickly adjust at both the operational
and strategic levels.
COA is keen to learn from peers in other countries and exchange ideas on how it can
effectively enable residents of asylum reception centres to increase their self-reliance and a
sense of self-determination through digitalization of processes targeting accommodation and
guidance.
International events organized by COA
Since 2022, COA's International Knowledge Platform has been organizing international
exchange of knowledge, experiences and best practices in the field of reception and
guidance of asylum seekers. One of the ways it does this is by organizing an international
exchange event each year. The themes vary from year to year: Nomadic Unaccompanied
Minors (2022), Sustainability (2023), Labour Participation (2024). The theme of the international
exchange event 2025 will be: Self-Reliance through Digitalization of Asylum Reception. For
more information about our events, see the website of the International Knowledge Platform.