1. Dr Kutoma Wakunuma - De Montfort University kutoma@dmu.a.cuk
Citizen Inclusion as a measure of responsibility and responsiveness to the creation and adoption of local public services – developing countries
Dr Kutoma Wakunuma - De Montfort University

2. Role of Mobile Technologies
New ways of interaction between Governments and citizens
New channels in communication and delivering of services
Private sector in the forefront
Public sector behind
bureaucracy in making decisions
late development of policies
lack of acquisition of appropriate technologies
lack of know-how

3. What current practical examples show….
No clear public inclusion in e-government services
E-government services seem to target industry/businesses and not lay people
Provision of e-government services via websites
Attempt by Central government and related agencies to set up websites as a starting point in e-government
Very few agencies have managed to provide services that allow citizens interactions
Zambia National Farmers Union’s SMS Trade/Market Information System (
Zambia Revenue Authority tax system enables customers to assess, register and pay value added tax online (
Zambia Department of Immigration (

4. SMS Trade/Market Information System
Source:

5. SMS Trade/Market Information System
Source:

6. Examples of e-government that try

7. Examples that try

8. Challenges with e-government progression
Static websites with little information if any
Websites simply not working/ ‘Dead’ links
Provision of basic information
Rarely updated sites
Few visitors
Businesses, foreign interests
Lack of internet access for most especially rural/poor
Internet access too expensive and bought through bundles
Can be slow resulting in users incurring costs
No clear policy framework
No proper e-government infrastructure

9. Possible solutions… ZICTA: 2016 Indicator Number Penetration Rate
Mobile Subscription
12,017,034
74.93%
Fixed Line Subscription
101,407
0.63%
Mobile Internet Users
5,156,365
32.15%

10. Effectiveness of mobile phones
Mobile phones are ubiquitous
More mobile users than internet users
More accessibility
Confidence in their use
They have become a necessity not a luxury
E-government services can be provided through having mobile friendly government websites and access to mobile applications

11. Why the need for citizen inclusion in mGov
Why Citizen Inclusion?
Citizens needs
Local context
Citizen dialogue
E-services that work, are easily accessible, inexpensive, intuitive
Inclusion as socially embedded not optional practice
Public buy-in and sustainability
Legitimacyand Trust
Leverage practical knowledge from public

12. Finally….
Public Inclusion should be a core policy aspect in the provision of services
A rethink of service provision frameworks which is usually the preserve of policy makers
Ensuring that e-government services are practical, accessible and usable to the public
Awareness
Public inclusion is socially embedded and not an optional practice