People affected by crises should not just receive aid, they should shape it. In North Kivu (Beni) and Ituri (Irumu) in the DRC, Upinion and Mercy Corps joined forces to test new ways of putting communities at the center of humanitarian action. Within Mercy Corps’ RESET programme, we combined accountability to affected populations (AAP) with our digital engagement tools to open two-way communication channels, giving people the space to share priorities, raise concerns, and receive information.The project showed that approaches must be tailored to local realities: in Beni’s urban, more connected setting, communities could easily engage via digital platforms and WhatsApp networks. In contrast, in Irumu’s rural areas with low connectivity and digital literacy, trust had to be built face-to-face, with outreach staff supporting participants step by step. The lesson was clear: participation depends not only on systems, but on people.
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