ICT Ministry Rolls Out Client Service Charter to Drive Performance and Digital Service Efficiency

Kampala, Uganda – 2nd February 2026

The Ministry of ICT and National Guidance has introduced a new Client Service Charter for the period FY 2025/26 to FY 2029/30, positioning it as a strategic tool to improve service efficiency, accountability, and value delivery within government-led digital transformation.

The Charter outlines clear service standards, delivery timelines, and accountability frameworks, reinforcing the Ministry’s role as a key enabler of Uganda’s digital economy and public sector modernisation agenda. It also aligns with broader public service reforms aimed at improving operational efficiency and customer experience in government institutions.

Launching the Charter, Permanent Secretary Dr Aminah Zawedde said the move signals a shift towards results-driven management and performance measurement within the Ministry.

“This Charter reflects our commitment to measurable outcomes. Beyond building ICT infrastructure, our focus is now on service quality, timeliness, and impact. Performance will be assessed based on how effectively services meet the needs of citizens and institutions,” Dr Zawedde said.

She explained that the Charter embeds monitoring and evaluation systems to track service delivery, strengthen feedback channels, and support data-driven decision-making, all of which are critical to improving operational effectiveness.

Deputy Head of the Public Service, Jane Kyarisiima Mwesiga, who presided over the launch, said Client Service Charters should be treated as management tools rather than ceremonial documents.

“For government to deliver value, commitments must translate into visible improvements. This Charter promotes transparency, professionalism, and trust, while supporting efficient use of public resources,” she said.

Ms Kyarisiima added that the Charter complements ongoing public sector reforms focused on improving productivity, ethical standards, and value for money. She reaffirmed the Office of the Head of Public Service’s support in strengthening institutional capacity, promoting innovation, and providing oversight to ensure targets are met.

The Charter covers the Ministry’s service commitments in ICT infrastructure development, digital platforms, cybersecurity, data protection, innovation support, communication, and national guidance. It also defines service access standards, client responsibilities, and structured mechanisms for handling feedback and complaints.

In line with government’s digital-first strategy, the Charter will be accessed primarily through the Ministry’s website and official social media channels, supporting cost efficiency and environmental sustainability while expanding public access to information.