Uganda Strengthens Public and Private Collaboration for BPO Growth

Uganda’s Business Process Outsourcing (BPO) and Information Technology Enabled Services (ITES) sector is gaining new momentum as government and private sector leaders unite to shape the nation’s digital future. The UK Trade Partnerships (UKTP) Uganda Tech Value Proposition Co-Creation Workshop served as a dynamic platform for dialogue, collaboration, and consensus-building around a shared vision for the country’s BPO and ITES export growth.

Implemented by the International Trade Centre (ITC) and funded by the UK Government’s Foreign, Commonwealth and Development Office (FCDO), the workshop fostered alignment among key players to advance Uganda’s position as a regional hub for digital services. Major outcomes included a shared understanding of the “Tech Pearl” brand revival, renewed commitment to policy alignment, skills development, and partnerships, as well as strengthened momentum toward Uganda’s goal of creating 150,000 BPO jobs by 2030.

In her remarks, Permanent Secretary of the Ministry of ICT and National Guidance, Dr. Aminah Zawedde, emphasised the central role of the BPO sector in driving economic growth, youth employment, and digital transformation. She applauded the UKTP and ITC teams for convening stakeholders to build Uganda’s global market readiness, noting that the Ministry maintains a BPO database with over 243 registered companies, including 50 active firms employing more than 10,000 people directly and an estimated 15,000 indirectly. These achievements reflect the goals of the National BPO Policy, launched in February 2025, which anchors Uganda’s digital economy agenda.

Mr. Stephen Akwesiga, Chairman of the Business Process Outsourcing Association of Uganda (BPOAU), reaffirmed the private sector’s commitment to working with the government to unlock the industry’s full potential. “Uganda has what it takes to compete globally. Our youthful population, strong English proficiency, and cost-effective talent base uniquely position us as a continental BPO powerhouse,” he said, calling for deeper collaboration, coherent policies, and stronger industry standards to attract investors and enhance competitiveness.

To support sector growth, the Ministry has rolled out targeted strategies that align with the National BPO Policy. These include the Business Matching Platform (accessible via https://bizlink.ict.go.ug), which connects Ugandan ICT professionals to local and international opportunities, and the National BPO Publicity Campaign branded under “Let Ugandan Experts Do It for You” and “Africa’s Innovation Powerhouse.” The campaign has reached over one million Ugandans through media engagement and generated more than 300,000 social media impressions, showcasing Uganda’s skilled digital workforce and investment potential.

The Ministry is also developing a BPO incentives framework to formalise gig and freelance work, promote innovation, and align with insights from the International Training Centre of the International Labour Organisation (ITCILO). Building on the workshop’s outcomes, thematic working groups will be established to sustain collaboration, while upcoming episodes of The Ugandan Podcast, managed by the Ministry, will spotlight Uganda’s export readiness and digital growth story.

To guide ongoing policy actions, Dr. Zawedde highlighted insights from the reports “Preparing for AI in the BPO and ITES Sector in Africa” and the “BPO Value Proposition Report” by Genesis Analytics and the Mastercard Foundation. These studies reveal that while artificial intelligence could automate up to 40% of BPO tasks by 2030, it also presents opportunities for innovation and value creation, underscoring the need to balance technology adoption with people-centred growth.

Through a Memorandum of Understanding between the Ministry of ICT and National Guidance, ITC, and the UK Government, Uganda continues to advance collaboration rooted in sustainability, accountability, and shared prosperity.

As Uganda builds momentum toward becoming a top destination for digital services, this partnership under the UKTP Project stands as a model for inclusive digital transformation. With shared commitment and sustained collaboration, Uganda is steadily turning its digital potential into a global success story.

In the words of Adewale Yusuf, co-founder and CEO of AltSchool Africa, “Our problem in Africa is not skills but opportunities. If you create opportunities, Africans will get the skills.” Through initiatives like the UKTP Project, Uganda is doing exactly that, empowering its youth, attracting investment, and cementing its place as a regional hub for innovation and digital excellence.