Chioma Njoku:

In your opinion, how crucial is the role of the public sector in effective governance, particularly in African nations?

It’s widely recognized that the effectiveness of governance in any country heavily relies on the quality and performance of its public sector. Unfortunately, many African countries are grappling with inefficiencies in this area, which leads to subpar public service delivery for their citizens. At the Aig-Imoukhuede Foundation, we believe that transforming the African public sector into an effective, values-driven, and results-oriented framework will significantly enhance socio-economic performance across the continent and yield better outcomes for its people. Thus, our organization is dedicated to empowering public sector leaders to create a more efficient system and, ultimately, improve public service delivery.

What do you see as the primary issues contributing to inefficiency within Nigeria’s public sector?

The inefficiency in the Nigerian public sector stems from various factors, with one major issue being the persistent reliance on manual work processes. While some entities, like the Office of the Head of the Civil Service of the Federation (OHCSF), Lagos State Civil Service, and the Nigerian Immigration Service, have begun the shift towards digitalization, numerous public offices continue to operate manually. This reliance results in a lack of accountability and efficiency throughout the sector.

Can you elaborate on the steps your foundation took to support the digital transformation of the OHCSF?

Back in 2020, we recognized the potential efficiency gains from adopting digital technologies in the public sector, so we began our support for the OHCSF in its digital transformation journey. Our initiative included providing funding and strategic and technical support to facilitate their transition from manual to digital. The process involved several stages, including document digitization, developing standard operating procedures, securing ISO 9001 Certification for quality management, automating work processes, and upskilling civil servants digitally. We also used this project as a model to assist other ministries transitioning from manual to digital operations.

What achievements have resulted from the digitalization project with OHCSF?

The OHCSF digitalization project, which started as a pilot in 2020 and concluded in 2023, has yielded impressive results. They’ve implemented an electronic workspace management system, an automated performance management system, and a digital asset registry to curb the loss of official devices. Additionally, several other ministries, such as those in Transport, Education, and Health, are now embarking on their digital transformation journeys, indicating a shift towards a more efficient Nigerian public sector.

What is your perspective on the overall quality of public services since this transformation began?

Chioma Njoku states, “The quality of public service is improving, though not perfect. There have been significant enhancements in processes related to passport generation and National Identification Numbers (NIN). Our survey indicates improved response times and overall quality in various registries.”

Why is the transition to digital processes so vital for the public sector?

Transitioning from manual to digital processes is essential because it can significantly reduce the inefficiencies associated with public offices. Digitization allows data—be it documents, audio, or video—to be securely stored in a digital format for easy retrieval, while digitalization enables faster and more cost-effective work methods. It promotes transparency and accountability, allowing supervisors to monitor task progress and minimizing file loss, which is common in manual workflows. Moreover, it helps identify optimal staffing levels by providing data that lowers redundancy in job functions.

What challenges do you face in this transformation, and how are you addressing them?

A significant challenge we’ve encountered is the low level of technological proficiency among civil servants. To tackle this, we’ve partnered with Microsoft Philanthropies and Wootlab Foundation to train civil servants on effectively integrating technology into their jobs. So far, 175 civil servants have been digitally upskilled through this collaboration, with more training sessions planned. I want to clarify that no civil servant will lose their job due to digitalization—those who struggle to adapt will have to be reassessed for competence. Therefore, we encourage civil servants to invest in their digital skills to remain relevant.

What are the foundation’s upcoming goals regarding digital transformation in the public sector?

In the coming year, our focus will be on ensuring that as many ministries, departments, and agencies as possible follow OHCSF’s lead in going fully digital. This will pave the way for comprehensive public sector digital transformation, allowing services to be designed and delivered in ways that enhance citizens’ lives and improve the country’s overall productivity. This vision includes seamless public service delivery, hassle-free data management across agencies, and efficient digital payment processes for government services.

How do you view the future of public sector digital transformation, especially concerning Nigeria?

Digital transformation has already been achieved in many developed countries, and nations like India, Kenya, and South Africa are progressing rapidly on their journeys. It is clear that digital transformation is essential for the future of public service, and Nigeria must commit to this process to avoid being left behind.

Chioma Njoku serves as the Director of Programmes at the Aig-Imoukhuede Foundation.