ICT and digitalisation for better migrant integration

"We need to integrate the human factor in digitalisation"

Since 2015, when Europe experienced an unusually high inflow of asylum seekers and refugees, issues arose around asylum procedures, legislative and policy changes and the need for a coherent response on integration. Local governments play a central role in developing inclusive policies, yet sometimes, they get  lost in administrative procedures, lack of experience and support. The question is, how could we better facilitate this complex process on both sides? Are new technologies part of the problem or the best solution for future challenges around migration?

Within the framework of the #WeCannotWalkAlone events organised by the CEMR Citizenship Team, Maria Grazia Montella, project and policy officer for migration at CEMR, spoke with four guests exploring the use of ICT for better integration  in different local contexts.

Digitalisation and specific applications

The MICADO project gathers public administrations, migration researchers and IT experts developing a business intelligence to find a solution that supports migrant arrival and integration process. It aims to facilitate the exchange between migrants, public authorities and civil society with the goal of easing migrants’ access to basic services, such as housing, education, health care, and labour with a digital solution. This interdisciplinary H2020-project, aims to co-develop a “one-size-fits-all” solution to empower public authorities with more efficient and more effective digital services in integration.  It will also support migrants and refugees by enabling essential communication, orientation, and navigation within their new life environments. The generic solution is piloted in Hamburg, Bologna, Madrid, and Antwerp, and will then eventually be modified by the local communities in everyday use.

Although the consequences of the pandemic have been disastrous in many ways, social distance moved us online and that opened new opportunities. Carolina Mudan Marelli, assistant professor at the department for Sociology at the University of Bologna, explained that MICADO’s team realised that due to COVID some changes became irreversible, but not necessarily in a bad way. For instance, public administration became less reluctant to use technology and more open to innovation and the digitalisation of services.

“The specific situation forced us to learn better digital tools, to apply new skills and knowledge to generate adjusted services for citizens, and also for newcomers.” Carolina Mudan Marelli

For MICADO, this was therefore a welcome change, as forced digitalisation helped them to discuss and test the three new applications they are creating: one for the migrants, one for the local authorities and one for the civil society. After some months of testing, they were surprised to realise that migrants are more used to digital tools than expected. New technologies are more useful for newcomers, as it is much easier to translate information in different languages digitally, instead of calling specific numbers and going from office to office getting lost in translation.

The City of Mechelen and the ‘silver bullet’ of successful integration

A good policy from the local government starts with a good policy on integration, and then an app can be a tool, and not the other way around. We saw in Corona time that the digital gap is huge.” Gabriella de Francesco.

Every year, about 800 newcomers from around the world come to Mechelen to settle down. They come alone and therefore personal contacts, empathy, understanding, and knowledge are important elements of integration, noted Gabriella de Francesco from the City Council of Mechelen, responsible for diversity and equality.  Accessible services are what people need when they first come to the city.

She sees an app rather as a medium to make information available in a quick way to many than as an ultimate solution. An app should be tailor-made. She reminded that lots of newcomers need human contact, a network. That’s why the Mechelen city council continues to focus on physical contacts. Their most efficient project is ‘Living together', a sort of buddy programme, where they match people who’ve lived in the city for a long time with newcomers using a speed dating method. If they get along, they pair up for a few months, explore the city and learn the language.

To upgrade this method, Mechelen has become a  part of the European project ORIENT 8, a social mentoring programme supported by smart digital tools and tailored activities, pairing newly arrived Third-country nationals with the volunteer members of the local community in order to help them overcome daily difficulties at the early stage of their integration process and to get to know each other better.

“In Belgium we say  ‘You have to un-know each other to un-love each other’, this also applies in reverse, you have to know each other, to love each other.

 Can an app define the real needs?

What I find the most interesting, is a challenge of users’ representation  in the co-creation of digital services for migrants and refugees.” stressed organisational psychologist and leader of the Young Connectors at New Women Connectors, Seyran Maryam Khalili.

She also mentioned other challenges around digitalisation like long procedures, too many stakeholders involved, communication, and the timeline. For example, the journey of one migrant has a departure country and an arrival country, and there are different stages that need to be interconnected. There are possibilities to connect with different stakeholders and systems to make sure we have a better understanding of people’s movements and a common approach.

COVID and the switch to increasingly digital modes of living was a kind of disruption, as well as a momentum we should keep; this is the way forward for the future. There is no way that public services could be fully digitalised, Seyran said, the question is only if we will be able to adapt soon enough, and if there is room for diversity in digitalisation of the services. She reminded us that a user-centred approach, where migrants and refugees are also involved in the creation of these services as their main receivers, is fundamental. She also pointed out that the design of these concepts shouldn’t rely on black/white response, but should include all diverse and multitudes of aspects of analyses. It should respect users' needs and put users in focus.

Is ICT the answer to future challenges on migration?

 An app is not enough to connect people, but can be a good start to help with integration. That’s why Bologna has started implementing new digital tools. Francesca Tomesani, from the International Protection Service of Bologna, explained that their city adopted the first digital agenda based on online and offline participation. They established a wireless network infrastructure available 24 hours a day with free access, as the first city in Italy to have it open and free to everybody. They also developed an app to simplify interaction between public authorities and citizens. Authorities collect data and ensure that public services are quickly accessible. It also enables a digital identity, which is easier to manage. However, authorities must also guarantee security, including protection of data. The data collected should be used for more inclusive policies and not in a defensive way.

“We hope to move from emergency policies to contractual integration policies, where digitalisation is one of the main tools. We need to integrate the human factor in digitalisation to avoid creating a digital world of control and management of people’s lives.” Francesca Tomesani

Local and regional governments at the core of the political agenda

Francesca Tomasini also mentioned how the co creation of a local belonging should be the underground text  for all policies and programs that arise from migration and integration. Discussions about the new form of local citizenship have been going on for years, and the topic now moved from academic research onto political debates. Recently, members of the UCLG Executive Bureau welcomed the proposal of the   Lampedusa Charter and reaffirmed their commitment to move forward collectively in shifting the narrative on human mobility to ensure the dignity and coexistence of all. One of the main principles and thematic blocks is also local inclusive citizenship. Highly political debate reflects the importance of local authorities in the debate of resettlement of newcomers.

Watch the full session here: