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Driven by conflict, widespread disease, economic collapse, and the breakdown of public services, Yemen is enduring the world’s most severe humanitarian crisis, impacting 23.4 million people. To support the humanitarian response, the Emergency Telecommunications Cluster (ETC) was activated in Yemen in 2015, providing its mandated services including shared communication service to humanitarian aid organizations
Overview
The Emergency Telecommunications Cluster (ETC) plays a critical role in supporting humanitarian operations in Yemen by providing reliable telecommunications and information technology services. These services enable the response community to coordinate and carry out lifesaving activities effectively in the field. Operating across 19 sites within nine key common operational areas—Sana’a, Al Hodeidah, Sa’ada, Hajjah, Ibb, Marib, Aden, Al Mokha, and Al Mukalla
The ETC ensures that both humanitarian responders and affected communities have access to the communication tools essential for navigating Yemen’s complex and challenging environment
The ETC conducted its 2024 annual user satisfaction survey to assess the performance of ETC services and activities. The survey was conducted from 10 to 31 October and focused on gathering user service rating for internet connectivity, security communications, user support (helpdesk), coordination and information management (IM)
The survey aims to understand the users’ perception of service performance, identify emerging challenges, and gather actionable recommendations within the context of the humanitarian response. The collected feedback will play a pivotal role in shaping the ETC’s priorities for 2025, ensuring that the services provided aligned with the user needs while optimizing the use of the ETC’s available resources
Methodology
The survey comprised 14 blended multiple-choice and open-ended questions. A total of 113 responders from United Nations (UN) agencies, International Non-Governmental Organizations (INGOs), NGOs and government entities participated in the survey.
The survey was closed on 31 October 2024. Key respondents were staff from UN agencies (62.83%), INGOs (7.96%), other government entities (11.50%), local NGOs/partners (2.65%), and other categories (15.04%).
Participants who took part in the survey work in a variety of fields, including staff working in the areas of information and communications technology (ICT) (54.05%), Security (12.61%), Management (9.01%), Data and Information Management (3.60%), Programme (2.70%), and others (9.91%).