The Ministry of ICT and National Guidance has launched a five-year Client Service Charter aimed at enhancing accountability, improving service standards, and accelerating the delivery of digital public services across Uganda.
Covering the period from FY 2025/26 to FY 2029/30, the Charter sets out clear service timelines, performance benchmarks, and accountability mechanisms aligned with the government's Digital Transformation Programme and broader public service reforms.
Speaking at the launch, Ministry Permanent Secretary Aminah Zawedde said the Charter represents a shift from policy commitments to measurable performance, with a stronger focus on outcomes for citizens.
"This Client Service Charter is a deliberate decision by the Ministry to be measured and held accountable. We are moving beyond infrastructure development to focus on the quality, timeliness, and impact of the services we deliver," Zawedde said.
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She added that success would be judged by tangible improvements in service delivery and citizens' daily lives.
The Charter includes monitoring and evaluation mechanisms, defined service timelines, strengthened feedback systems, and evidence-based reporting to track performance.
Deputy Head of the Public Service Jane Kyarisiima Mwesiga, who officiated at the launch, emphasised that the Charter's impact will be determined by its implementation rather than its announcement.
"The true value of a Client Service Charter lies not in its launch, but in its implementation. Citizens must see visible improvements in how services are delivered," Ms Mwesiga said.
She added that the Charter is designed to enhance transparency, promote professionalism, and rebuild public trust in government institutions.
The Charter supports ongoing public service reforms by improving efficiency, ethical conduct, and value for money.
The Office of the Head of Public Service reaffirmed its commitment to backing the Ministry by strengthening institutional and human resource capacity, promoting innovation, and providing strategic oversight to ensure that commitments translate into tangible results.
The Ministry says the Charter outlines service commitments across key areas including ICT infrastructure, digital services, cybersecurity, data protection, innovation, communication, and national guidance.
It also defines citizens' rights and obligations, sets standards for accessing services, and provides mechanisms for feedback and complaints handling.
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In line with the government's digital-first strategy, the Charter will be disseminated primarily through the Ministry's website and official social media platforms, supporting both wider accessibility and environmental sustainability goals.
