Olatayo Ladipo-Ajai | Regional Manager | Infobip Nigeria | mail me |
The public sector in West Africa, much like in other regions, faces deep-rooted challenges. It struggles with rigid bureaucracies and outdated systems. The very institutions meant to serve citizens often become trapped in structures that block innovation and delay progress.
Across Nigeria and much of West Africa, public institutions still depend on manual processes. They use fragmented systems and have limited digital infrastructure. These inefficiencies slow decision-making and obstruct transparency. As a result, frontline workers lack the tools they need to serve citizens effectively.
This challenge goes beyond inconvenience. It represents a systemic failure that erodes public trust and stalls development. It also deepens inequality. Poor service delivery weakens key sectors such as healthcare, education and agriculture. Limited government agility exposes communities to risks such as climate change, energy insecurity and economic shocks.
At the same time, citizens face shifting policies and confusing procedures. Persistent bureaucracy reinforces the perception that government services are inefficient. Many people feel that these services are disconnected from their everyday realities and indifferent to their needs. Strengthening digital capacity is therefore vital for enhancing citizen engagement and restoring public confidence.
The foundation of modern governance
Technology has become a necessity rather than a luxury. Digitisation should not replace people. Instead, it must empower them through interoperable, data-driven systems that support real-time collaboration and smarter decisions.
These systems promote more inclusive and citizen-centred services. Therefore, governments must stop treating digital transformation as a side project. They should embrace it as the foundation of modern governance. This shift enables governments to move from reactive service delivery to proactive and systemic progress.
To unlock the full potential of Artificial Intelligence (AI) in public service, attention must focus on citizens’ everyday challenges. This is especially important in West Africa, where resources remain limited and systems are often fragmented.
AI-powered solutions bring scalability. By focusing on high-traffic areas such as housing, taxation, transportation and healthcare, governments can extend their reach and empower citizens. They can also free up resources for more complex needs.
Each citizen interaction offers an opportunity for AI-powered chatbots to simplify and enhance the public service experience. Through strategic deployment, governments can build systems that are efficient, inclusive and human-centred. These efforts form the foundation for enhancing citizen engagement across all levels of governance.
A mobile-first approach
Smartphone usage for accessing government services in West Africa continues to grow. Many citizens now prefer to engage with public services using mobile devices. This shift highlights an important insight: public service delivery must adopt a mobile-first approach.
While the private sector in West Africa has embraced mobile platforms and gained significant rewards, the public sector still lags. Yet it has even more reason to adapt. To increase adoption and reach, governments must meet citizens where they are, on their phones.
Mobile-first strategies are not just technological upgrades. They are strategic imperatives that align with user behaviour. They expand access and enable scalable service delivery.
By automating routine enquiries and pre-engagement tasks through chatbots, governments can lower operational costs. They can also ease pressure on physical offices and improve overall service efficiency. This shift allows citizens to engage directly from their phones, streamlining access and reducing the need for intermediaries.
Beyond efficiency, mobile-first strategies strengthen transparency and accountability. Real-time analytics provide insight into service gaps and citizen needs. These insights support smarter decision-making and continuous improvement.
Ultimately, mobile-first approaches restore dignity in public service. They align with modern expectations and position governments to expand their impact across diverse communities. As a result, they play a vital role in enhancing citizen engagement and deepening democratic participation.
Challenges to adoption
The biggest barrier to AI adoption in the public sector is not only infrastructure but also the knowledge gap.
Many governments lack the technical expertise to deploy and maintain AI solutions such as chatbots. In addition, fear persists that automation could lead to job losses. However, AI should not replace people. It should strengthen service delivery where gaps already exist. To make this transition viable, governments must rethink their approach to infrastructure. They also need to invest in developing internal technical capabilities.
Another significant barrier is digital literacy. Both civil servants and citizens must understand how to interact with AI-driven platforms. Without this foundational knowledge, even the best tools cannot succeed.
Equally important is the establishment of clear data governance frameworks. These guidelines should define how AI and chatbots operate. They must clarify what freedoms and protections exist and where boundaries lie.
Governments also need a comprehensive roadmap. This strategic vision should outline how AI will be integrated, what outcomes are expected, and how risks will be managed. With the right partnerships, education and governance structures, AI can become a catalyst for transforming public service delivery rather than a threat.
AI-powered platforms are no longer optional. They are inevitable. Citizens will continue to demand them, and public institutions must respond. In West Africa, chatbots and intelligent digital interfaces offer a powerful opportunity to leapfrog outdated systems and accelerate modernisation.
