Kiri

Introduction

The world has become increasingly digitalized. People are becoming more and more used to

digital channels of communication. Organizations have automated working processes and

are increasingly making use of Artificial Intelligence. This also applies to asylum seekers, for

many of whom a mobile phone is an essential lifesaver during their journey, as well as to

asylum reception agencies in the EU.

Digitalization offers opportunities and threats. For example, the digitalization of asylum

procedures and reception systems can strengthen the self-reliance and self-determination of

applicants for international protection, but it may also make less digitally skillful people feel

discouraged and excluded. The workload of employees at reception agencies can be

dramatically reduced, so they can focus more on personal guidance of residents. But they

may also experience further digitalization as a threat, especially when Artificial Intelligence is

involved. The organization as a whole can hugely benefit from digitalization of processes, but

frequently failing systems or low-quality data inputs can frustrate everyone enormously.

Stanford University in collaboration with researchers in Denmark investigated how digital tools

can improve the experiences of refugees and facilitate interaction between policymakers

and refugees. The risks of digitalization are highlighted in reports from ECRE’s Asylum

Information Database (AIDA) and UNHCR’s Digital Transformation Strategy 2022-2026. They

range from social isolation and exclusion of vulnerable groups to potential rights violations.

These critical perspectives emphasize the need for a human-centred approach when

designing and implementing digital solutions.

The level of digitalization of asylum procedures and reception throughout the European

Union shows significant variation, from rather basic to well-developed. The European Union

Agency for Asylum (EUAA) is setting up a Centre of Expertise in Digital Transformation to make

asylum and reception processes more efficient and effective. Their 2023 Strategy on Digital

Innovation emphasized the importance of technology for better reception and integration of

migrants.

Digitalization at COA

The Central Agency for the Reception of Asylum Seekers (COA) accommodates and guides

applicants seeking international protection in the Netherlands. COA and partners in the

Dutch landscape of asylum reception have taken many steps to further digitalization over the

past years. Some examples include:

▪ Asylum application processes have been digitalized to a large extent. COA, the

Immigration Service (IND) and the Repatriation Service (DT&V) share information

about individual applicants for international protection in one system, to the extent

allowed by privacy laws and regulations. As a result, employees have real-time insight

in the application stages of individual asylum seekers.

▪ COA has digitalized its capacity management, so the analysis of the availability and

further need for accommodation, as well as the placing of residents in reception

centres, is based on digital technologies.

▪ COA’s information management is automated: non-personalized data of the

numbers of residents, their countries of origin, age and gender categories, as well as

the developments in these numbers (changes in inflow and outflow) are constantly

monitored, analyzed, processed and shared with relevant partners, as well as on

coa.nl (updated weekly).

▪ COA uses Artificial Intelligence for screening and matching beneficiaries of

international protection (acknowledged refugees) with municipalities, with the aim of

optimizing the chance of building a successful life there.

▪ COA, municipalities and the Education Service (DUO) share information about

beneficiaries of international protection (refugee status holders) through the systems

Plateau and TVS. This concerns information required for integration and housing.

▪ Employees of COA assess and monitor the well-being of individual residents using six

domains (self-care, day structure, social network, personal wellbeing, external

contacts, and future planning) and put these assessments in the system, which makes

the transfer of insights to other COA-colleagues easier and forms a solid basis for

consistency in COA’s approach towards individual residents.

▪ COA has developed MyCOA that enables and stimulates residents to be self-reliant.

MyCOA includes information for residents about the asylum procedure and about life

at a reception centre (rights and obligations, health care, safety), even data specific

to the centre of residence (addresses and telephone numbers, opening hours,

scheduled activities, news, vacancies). MyCOA also includes individual information

such as: Have I got email? The MyCOA app is available in 10 languages.

▪ COA has a multichannel device/ information strategy, through which information

about residents is distributed to the device which is most suitable (either by mobile of

laptop/desktop).

▪ COA developed a card for residents for fast-digital identification of residents and

(un)attended access to COA-premises.

▪ The Health Care Service for Asylum Seekers (GZA), which provides general practitioner

(GP) medical services at COA reception centres, uses an automated system, which

makes it more efficient and reliable.

Almost all these digitalization steps streamline and improve processes and are primarily aimed

at supporting the organization and its employees, which also benefits the residents of the

reception centres. But significant steps to enable asylum seekers increase their self-reliance

through digitalization are yet to be made.

COA has developed a roadmap for digitalization of its work, which includes participation and

self-reliance of the residents of COA’s reception centres. The main focus points of the

digitalization roadmap are as follows:

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.

Objectives of the International Exchange Event 2025

1. Establishment of contacts: Bring professionals from different countries and sectors

together, facilitate contacts and getting to know each other better;

2. Exchange of knowledge and experiences: Organize transfer/exchange of knowledge

and insights about digitalization of asylum reception and related subtopics, as well as

facilitate the active exchange of experiences;

3. Inspiration: Inspire participants with innovative ideas and best practices, which we will

highlight, and encourage them to inspire each other with their own ideas and best

practices;

4. Awareness: Make participants more aware of change processes and what they

require from the people involved, mostly residents and employees with different

digital skills levels and different backgrounds. Also, make them aware that the

management of reception organizations needs to ensure that the people involved

are ready for it;

5. Site visits: Organize visits to COA reception centres where the participants can see the

use of digital solutions in practice and talk with residents and employees on the spot –

as well as see what asylum reception in the Netherlands looks like;

6. Role model: Act as a role model in using digital applications to organize this event, so

participants experience them as users.

Intended results

o Participants have gained knowledge and insights about this and related topics;

o Participants are inspired to set up initiatives in their own asylum reception context;

o Participants have strengthened their ties with European peers, making it easier to

contact them again in the future;

o Participants are more aware of change processes and what they require from the

people involved;

o COA harvests ideas and best practices that can help to further develop its plans to

foster the self-reliance of its residents through digitalization.

Intended participants

Registration will be open to anyone with a professional interest in this topic, from all over

Europe, and even beyond the European borders. Participants can register online for the

event and sign up for breakout sessions. A maximum of 150 people can participate in the in-

person event, while online participation will be unrestricted.

The main target groups are: policy makers and practitioners in the reception and guidance

of asylum seekers in Europe. Also, people who are experts or active in the field of digitalization

and innovation.

Date and location

The event will take place on 15 and 16 May 2025, in the Netherlands. The exact location is still

to be decided, but Eindhoven region is under consideration.

Contact

COA International Knowledge Platform

E: [email protected]

Background materials

o AIDA Report ‘Digitalisation of asylum procedures: risks and benefits’ (December 2021):

https://asylumineurope.org/wp-content/uploads/2022/01/Digitalisation-of-asylum-procedures.pdf

o Algorithm Watch Automating Society Report (September 2020):

https://automatingsociety.algorithmwatch.org

o BAMF/EU2020.de Presentation ‘Blockchain Use Cases in the German Asylum Procedure’ (October 2020):

https://migrationnetwork.un.org/sites/g/files/tmzbdl416/files/docs/cdr_20201007_blockchainusecasesintheg

ermanasylumprocedure_eu-prasentation.2pdf_0.pdf

o Caribou Digital & Robert Bosch Stiftung Publication ‘The European Digital Identity Wallet: Why it matters

and to whom’ (June 2024): https://www.bosch-stiftung.de/sites/default/files/publications/pdf/2024-

10/European-Digital-Identity-Wallet-Brief.pdf

o European Commission ‘Solidarity with Ukraine: Commission launches an EU platform for registration of

people enjoying temporary protection or adequate protection under national law’ (May 2022):

https://neighbourhood-enlargement.ec.europa.eu/news/solidarity-ukraine-commission-launches-eu-

platform-registration-people-enjoying-temporary-protection-2022-05-31_en

o EUAA Strategy on Digital Innovation (October 2023):

https://euaa.europa.eu/sites/default/files/publications/2023-10/2023_EUAA-Strategy-on-Digital-Innovation-

in-Asylum-Procedures-and-Reception-Systems_EN.pdf

o EUAA Query RCN.2024.004 ‘Use of fully automated system(s) to manage accommodation centres and

processes for residents and stock’ (September 2024): not online

o IGC Information Request ‘Innovative Practices and Efficiencies in the Asylum and immigration System’ (May

2024): not online

o IOM Digital Inclusion Project: https://www.iom.int/digital-inclusion, including the Migrant E-nclusion

Resource Hub: https://www.iom.int/migrant-e-nclusion-resource-hub

o Migration Strategy Group Publication ‘AI, Digital Identities, Biometrics, Blockchain: A Primer on the Use of Technology

in Migration Management’ (June 2020):

https://www.gmfus.org/sites/default/files/Bither%20%20Ziebarth%20%202020%20-

%20technology%20in%20migration%20management%20primer%202.pdf

o Migration Strategy Group Publication ‘Digital Wallets and Migration Policy: A Critical Intersection: Use cases

as well as risks when it comes to the adoption of digital wallets in the migration sector’ (June 2022):

https://www.bosch-stiftung.de/en/publication/digital-wallets-and-migration-policy-critical-intersection

o Mixed Migration Centre ‘The emerging digital nervous system: Technology, mixed migration, and human mobility

across borders’ (December 2022): https://mixedmigration.org/the-emerging-digital-nervous-system-technology-

mixed-migration-and-human-mobility-across-borders/

o MPI Report ‘Rebooting the Asylum System? The Role of Digital Tools in International Protection’ (October

2022): https://www.migrationpolicy.org/sites/default/files/publications/mpi_digitalization-asylum_final.pdf

o OECD/EMN Inform ‘The Use of Digitalisation and Artificial Intelligence in Migration Management’ (February

2022): https://www.oecd.org/content/dam/oecd/en/topics/policy-issues/migration/EMN-OECD-INFORM-

FEB-2022-The-use-of-Digitalisation-and-AI-in-Migration-Management.pdf

o Refugee Studies Centre, Forced Migration Review #73 ‘Digital disruption and displacement’ (May 2024):

https://www.fmreview.org/digital-disruption

o Christine Rosen, ‘The Extinction of Experience: Reclaiming our Humanity in a Digital World’ (December 2020)

o UNHCR Digital Transformation Strategy 2022-2026 ‘Strengthening protection, building self-reliance and

optimizing delivery’ (2021): https://www.unhcr.org/digitalstrategy

o UNHCR/ITU/GSMA/Government of Luxembourg Project Connectivity for Refugees:

https://refugeeconnectivity.org

o Utrecht University, Kinan Alajak etc. ‘The dangers and limitations of mobile phone screening in asylum processes’

(May 2024): https://www.fmreview.org/digital-disruption/alajak-ozkul-leurs-dekker-salah

o Utrecht University Project Co-designing a fair digital asylum procedure: https://fairdigitalasylum.sites.uu.nl

o Webinar ‘Borders, technology and movement: Implications of technology use by states and refugees’

(June 2024): https://www.youtube.com/watch?v=xci5pr2NNLk