improving accountability and transforming service delivery

Uganda’s youthful population and rising mobile connectivity offer an unprecedented opportunity to transform service delivery and unlock inclusive growth through digitalisation. Uganda can bridge access gaps, reduce inequality, and modernise governance by investing in foundational systems such as digital IDs, payment platforms, and data exchanges. Realizing this promise, however, requires affordable access, digital literacy, and policies that ensure no one is left behind.

Uganda stands at a pivotal moment in its development journey. With over 46.7 million registered mobile money accounts in 2024 (an 8.9% increase from 2023), digital tools are reshaping the country’s economy and empowering its citizens. Yet only 27% of Ugandans are online, with rural communities often excluded. This contrast captures Uganda’s digital dilemma: enormous potential marred by uneven access.

For Uganda, digitalisation is the strategic foundation for realizing ‘Vision 2040’ and meeting commitments to the UN Sustainable Development Goals (SDGs). The most compelling case for expanding digital infrastructure lies in its ability to democratize access to public services. Mobile platforms and e-government portals now make it possible to register businesses, apply for identification cards, and access various public services without navigating slow bureaucracies. This saves time, reduces corruption, and empowers citizens in remote areas to participate in governance.

Indeed, the National Backbone Infrastructure (NBI), led by the National Information Technology Authority of Uganda (NITA-U), has extended broadband access from 49 of 146 districts in 2019 -20 to 57 districts in 2022-23. This progress, while modest, highlights how critical infrastructure investment supports e-services in sectors such as education, health, and administration.

Digital platforms are already reshaping government-citizen interactions. The Uganda Revenue Authority’s (URA) online tax filing system and the Electronic Fiscal Receipting and Invoicing Solution (EFRIS) have improved accountability by reducing discretion in tax administration, enhancing the traceability of transactions and broadening the tax net. According to the government, these systems simplify compliance by automating return submissions and payments, minimizing face-to-face interactions and improving real-time reconciliation of taxpayer records.

Similarly, the National Identification and Registration Authority’s digital ID program has improved access to public and financial services. Together, these initiatives reduce bureaucracy and build trust between citizens and the state. Platforms like the Integrated Financial Management System (IFMS), the National Online Budget Portal, and Ask Your Government Uganda (AYG-U) further strengthen accountability by improving financial controls, transparency, and citizen oversight.

Analysis by the Ministry of Finance, Planning and Economic Development shows that the IFMS has enhanced cash management, reduced idle balances, and generated reliable reports on arrears that support parliamentary and audit scrutiny. The budget portal increases transparency by publishing allocations, releases, and performance data in open formats, contributing to Uganda’s Open Budget Survey score of 59/100 in 2023—signalling moderate but consistent transparency improvements. Similarly, AYG-U lowers barriers to accessing information by allowing citizens to file and track requests to government agencies, creating a public record that promotes civic monitoring, although responsiveness remains uneven.

What further improvements are needed?

Despite their promise, several barriers limit equitable access to Uganda’s digital government platforms.

First, digital exclusion remains significant. Internet coverage was just 27% in 2024, with only 5% of rural dwellers having internet access, against 23% of urban dwellers. High data costs and poor network coverage further restrict the use of services like URA e-filing, EFRIS, or the budget portal.

Second, digital literacy gaps among adults who lack basic ICT skills limit their ability to access platforms such as AYG-U and IFMS data portals and also to interpret budgets or navigate online filing portals.

Third, there is gender inequality in internet access and usage. In 2024, 10.6% of Ugandan men used the internet, compared with just 7.6% of women.

Fourth, poor institutional responsiveness is undermining trust. For instance, research on AYG-U shows that many government agencies delay or fail to respond to information requests.

Fifth, adaptation and compliance costs remain high for small and medium-sized enterprises (SMEs) as smaller businesses often lack the infrastructure or skills to install and maintain electronic invoicing systems, creating resistance and compliance fatigue.

Finally, language and accessibility barriers hamper the digitalisation progress in Uganda. As most portals operate in English and are text-heavy, marginalized groups, including people with low literacy or special needs. often face challenges when using the platforms.

Addressing digital exclusion requires expanding broadband infrastructure, lowering data costs and investing in widespread digital literacy programs that go beyond social networking to practical applications such as e-filing, e-invoicing, and accessing public finance data. Targeted initiatives supporting SMEs and inclusive interfaces for citizens with low literacy are essential to ensure no one is left behind.

To allow digital services to thrive, Uganda needs inclusive policies that guarantee equitable participation and safeguard citizens. Strengthening frameworks on data protection, cybersecurity, and government responsiveness will build trust and transparency. Partnerships with the private sector can mobilize resources, expand coverage, and sustain the rollout of e-governance tools. Civil society and innovation hubs, particularly those empowering women and youth in technology, must also be supported to bridge cultural and gender gaps in digital participation.

Digitalisation is not just about automating services, but about fostering accountability, inclusiveness, and resilience in governance. By closing the urban-rural divide, reducing affordability barriers, and ensuring equitable access, Uganda can transform digital platforms into enablers of citizen empowerment and state legitimacy. The choices made today will determine whether these tools become catalysts for inclusive growth or deepen existing divides. With sustained investment, responsive policies, and collaborative innovation, Uganda has the opportunity to build a transparent and digitally inclusive future for all its citizens.