How digital services are transforming citizens’ lives

For decades, getting a public service in Uganda often meant hours of waiting, several trips to a government office, and endless paperwork. That picture is now changing. Today, a business owner in Mbarara can renew a trading license online, a student in Gulu can check examination results through a digital portal, and a citizen in Kampala can apply for a passport from their phone. The movement from queues to clicks is not just convenient; it is redefining how government and citizens interact. Uganda is steadily shifting from long queues and heavy paper files to a faster, more efficient digital way of accessing public services. Across ministries, departments, agencies, and private institutions, electronic services popularly known as e-services are transforming how Ugandans access essential public information, apply for permits, pay fees, and receive social services.

This shift is guided by the Government of Uganda’s Digital Transformation Roadmap, led by the Ministry of ICT and National Guidance. The roadmap outlines clear priorities for building an integrated, secure, and citizen-focused digital ecosystem that enhances transparency, strengthens service delivery, and makes government services more accessible to all Ugandans, regardless of location or socioeconomic background.

Ms. Kamwine Doreen, a civilian, was surprised when she had to apply for her certificate of good conduct from the Interpol online. “All I had to do was follow the link that was submitted to me and generate a PRN code where I had to pay my fees, and within a blink, I had gotten the certificate,” she said. The impact of e-services is being felt beyond government offices. Digital innovation has become part of everyday life, especially through mobile money and online banking.

In an interview, Mr. Emma Kakooza, an IT Officer at the Ministry of ICT and National Guidance, explained that the ministry is taking a comprehensive approach to ensure that digital transformation is both efficient and sustainable. “We are working towards creating a unified platform for easy delivery of services and focusing on how to disseminate information to the public,” he said. He added that the ministry is reviewing whether all government services have been fully automated and is paying close attention to the certification of suppliers and the quality of systems being developed.

His insights highlight the ministry’s efforts, often unseen by the public, that ensure digital platforms function seamlessly, communicate with each other, and protect user data. This careful regulation and standardization are critical for public confidence in digital systems.
The benefits of e-services are also extending to vital sectors such as health, education, and agriculture. In healthcare, telemedicine platforms are enabling patients to consult doctors remotely, particularly in rural areas where hospitals are far apart.

In education, digital learning tools and online examinations have become part of how schools operate, providing access to learning materials even when classrooms are closed. Mr Katuramu Daniel, with a student at Seeta High School, also shared how the digital loop has not left them the same. “Initially, I was used to making long queues for paying tuition, but now the school has an online tracking system where each student has a code on which money can be wired digitally,” he expressed.

In agriculture, mobile applications are helping farmers access weather forecasts, market prices, and even monitor crop health through emerging technologies. These innovations are creating a smarter, more connected Uganda, one where information moves faster than roads can be built.

Connectivity remains at the core of this digital shift. Uganda’s government has set an ambitious goal to achieve 80 percent e-service coverage by 2030, according to a presentation made at the United Nations Digital Inclusion Forum in 2024. While urban areas enjoy relatively strong internet access, rural communities still face challenges such as weak network coverage, low digital literacy, and the high cost of data. Recognizing this, the Ministry of ICT and National Guidance has been expanding the national broadband backbone, extending public Wi-Fi access, and introducing community digital training programs to bridge the digital divide.

As Uganda continues to embrace this transformation, the role of the Ministry of ICT and National Guidance remains central. Its leadership in coordinating government systems, strengthening infrastructure, and promoting digital literacy has been key to sustaining progress. The future, however, will depend on partnerships with telecom companies, local innovators, private investors, and communities to make digital access affordable and sustainable across every district.