Utilize sms technology to enhance service delivery in Uganda

trueBy Stella Mugena

The short message service (sms) is a text messaging service component of phone, web or mobile communication systems. It uses standardized communications protocols to allow fixed line or mobile phone devices to exchange short text messages.

Research has shown that SMS was the most widely used data application with an estimated 3.5 billion active users and about 80% of all mobile phone subscribers at the end of 2010. According to Uganda Communications Commission, about 294 million SMS messages were sent during the January –March 2009 as compared to 190 million in the preceding quarter of October – December 2008. Business partners, students and family members utilize sms technology to convey messages in a fast, concise and most convenient manner.

At the global context Malaysia for example has established the “My SMS 15888” government gateway that uses sms technology to give citizens easy access to government services and enables government officials to communicate easily with citizens.

For example, Ministry of Agriculture officials can send a warning SMS to farmer’s mobile phones to alert them of the rising water levels that could damage their farmlands whenever the risk is detected. My SMS has helped to bridge the digital divide between Malaysia’s government and many of its disadvantages citizens.

Judging from the benefits of the sms technology as in the case for Malaysia, the government of Uganda could consider setting up community e-information centers through which communities can both access information concerning government Programmes as well as advocate for better service delivery in and around their communities.

With the adoption of SMS technology for community reporting to Government, service delivery issues in the various social services sectors, as well as cases of corruption would be reported in real time.

That way, we would avoid the cost of post-mortem investigations, which usually do not save much. Instead, development outcomes such as access to quality service delivery for all, accountability, transparency, and protection of human right to push for social change and transformation would be achieved.

Furthermore, this kind of direct-link between Government and the people would foster more responsibility amongst duty bearers, as they would be aware that there is “no place to hide”. Cases of intimidation and threats against witnesses, which demoralize the whistle-blower, would also be minimized.

The National ICT policy requires government to promote value added service in terms of access to information and service needs to all sectors of the society, especially the marginalized people in the society, women and people with disabilities (PWDs). The adoption of the sms technology would facilitate this requirement.

The writer works with Uganda Debt Network.