The Ministry of ICT and National Guidance has launched its new Client Service Charter for the financial years 2025/26 to 2029/30, reaffirming government’s commitment to transparency, efficiency, and citizen-centered service delivery in Uganda’s rapidly evolving digital landscape.

The Charter outlines clear service standards, timelines, and accountability mechanisms designed to strengthen performance under the Digital Transformation Programme and ongoing public sector reforms.

Speaking at the launch, on Monday, February 2nd, 2026, Dr Aminah Zawedde, Permanent Secretary of the Ministry, said the Charter marks a shift from policy declarations to measurable impact.

“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 stated.

The success of this Charter will be judged by real improvements in service delivery and the lives of citizens.

She noted that the document incorporates monitoring and evaluation tools to ensure responsiveness and transparency, including defined service timelines, improved feedback systems, and evidence-based performance tracking.

Jane Kyarisiima Mwesiga, Deputy Head of the Public Service, who officiated the event, emphazised that implementation not just documentation will determine its success.

“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. This Charter strengthens transparency, promotes professionalism, and reinforces trust between Government and the public,” she said.

Kyarisiima added that the Charter complements wider public service reforms aimed at improving efficiency, ethical conduct, and value for money.

She reaffirmed the Office of the Head of Public Service’s commitment to support the Ministry through capacity building, innovation, and strategic oversight.

The Charter outlines the Ministry’s obligations across several key areas: ICT infrastructure, digital services, cybersecurity, data protection, innovation, communication, and national guidance. It also spells out citizen rights, service access standards, and channels for feedback and redress.

In line with the government’s digital-first policy and environmental sustainability agenda, the document will be distributed digitally through the Ministry’s website and official social media platforms.