The Client Charter and What It Changes for Digital Services in Uganda

For many Ugandans, government services are judged on a simple scale. How long does it take? Whether someone responds. Whether the system works when you need it. With the launch of its new Client Service Charter for the period 2025/26 to 2029/30, the Ministry of ICT and National Guidance is putting those everyday experiences at the centre of how it measures success. The Charter is the Ministry’s public promise to citizens. It sets clear expectations for the services people should receive, how long those services should take, and how the government will be held accountable when they fall short. More importantly, it signals a shift from plans and intentions to visible, measurable, tangible results. Speaking at the launch, the Permanent Secretary, Dr Aminah Zawedde, was clear about what this change means in practice. She noted that Uganda has made significant investments in digital infrastructure over the years, but citizens now expect those investments to translate into faster, simpler, and more reliable services. The Charter, she said, focuses on quality, timeliness, and real impact, not just on systems and platforms. Its success will be judged by improvements in service delivery and by how people’s lives are made easier. The timing matters. ICT now contributes about 9% to Uganda’s GDP and supports more than 2.3 million jobs. Mobile broadband coverage has reached roughly 96% of the population, yet only about 22% of Ugandans actively use mobile internet. For many, the challenge is not access alone, but whether digital services are usable, trusted, and responsive to their needs. Government estimates show that better digital service delivery could connect millions more Ugandans, unlock trillions of shillings in economic value, and create new jobs over the next few years. The Client Service Charter is designed to help close that gap. It commits the Ministry to clearer service timelines, stronger feedback channels, and transparent handling of complaints. For citizens, this means knowing where to go for help, what to expect, and how to raise concerns when services fail. For staff, it means clearer responsibilities and performance standards that can be tracked and reported. Jane Kyarisiima Mwesiga, Deputy Head of the Public Service responsible for Performance and Service Delivery, reminded participants that charters only matter when they are used. Past experiences, she noted, show that well-written documents often end up forgotten. This Charter, she stressed, must be implemented, widely shared, and actively used by citizens to demand accountability. Visible improvements in how services are delivered are the only real measure of success. Beyond internal reforms, the Charter also reflects the Ministry's intention to engage citizens more directly. Digital platforms, local-language communication via Uganda Broadcasting Corporation, and online access to information are part of a broader effort to reach people where they are, including at the community level. The decision to distribute the Charter primarily in digital form is part of the Ministry’s own commitment to digital-first service delivery and environmental responsibility. Ultimately, the Charter is about trust. Trust that services will be delivered as promised. Trust that feedback will be heard. And trust that digital transformation will improve daily life, not complicate it. By putting these commitments in the public domain, the Ministry of ICT and National Guidance is inviting citizens to hold it accountable and to be active partners in building a more responsive and inclusive public service.