By Ebere Ndukwu
Historically, digital transformation in government was often seen as a forward-looking ideal, which presented a chance to modernize, innovate, and improve service delivery of all kinds. At this very moment, that future has arrived, and it comes with an urgent demand: digital first, service only at all times. In the 21st century, e-government is no more a luxury or a fad; rather, it has become an essential need for any public entity with aspirations to remain relevant, responsive, and resilient.
This need is more urgent than it has ever been in Nigeria. The public’s expectations have undergone a significant change as a result of the ever-increasing number of digitally aware young people and the population that exceeds 200 million. People have the same expectations about the timeliness, transparency, and customisation of government services as they have regarding banks, telecommunications companies, and retail platforms. Even yet, a significant number of our ministries, departments, and agencies (MDAs) continue to be rooted in antiquated procedures, laborious paperwork, and a disjointed information technology infrastructure.
The Argument in Favor of Urgency
The Federal Civil Service Strategy and Implementation Plan 2021–2025 (FCSSIP-25) already mentions digital transformation as a major component. For example, the digitalization of content services, the introduction of the IPPIS-HR module, and the formation of the Innovation Unit within the Office of the Head of the Civil Service of the Federation (OHCSF) are all examples of initiatives that demonstrate this dedication. However, the goal must now be matched by the speed.
COVID-19 was a wake-up call. It highlighted precisely how susceptible analogue governing systems are to upheaval. Institutions without digital processes were crippled. Citizens who rely on in-person services were left behind. Those who have invested in digital preparation proved significantly more adaptable.
But even beyond crises, the justification for digital-first governance is clear:
- Efficiency: Automated procedures decrease duplication, minimize turnaround times, and cut operating expenses.
- Transparency: Digital footprints assist combat corruption and promote accountability.
- Access: Remote service delivery bridges gaps for rural and underserved areas.
- Data-Driven Decision-Making: Real-time data collecting helps policy development and execution.
Beyond Technology: A Mindset Shift
To embrace digital governance is not merely to install new software or relocate to the cloud. It demands a major change in mindset—from “how we’ve always done things” to “how can we serve better?”
This shift must start at the top. Permanent Secretaries, Directors, and Heads of Agencies must lead by example. If leadership considers digitalisation as a checkbox or a burden, that mindset will cascade down. But if they consider innovation as a strategic objective, it may shift not just procedures but culture.
A digital-first public service must be citizen-centric. That entails co-creating services with users, testing systems before full release, utilising clear language in digital interactions, and ensuring that platforms are mobile-friendly and inclusive.
The Talent Question
The finest technology is meaningless without the appropriate people to handle it. The civil service must quickly address its digital skills gap. That includes acquiring tech-savvy individuals, upskilling current personnel, and establishing incentives for innovation.
The Head of the Civil Service of the Federation, Mrs. Didi Esther Walson-Jack, OON, mni, has already laid the foundation. Her first 100 days in office witnessed the development of Service Wise GPT—a generative AI tool specialized for the civil service—as well as new frameworks on mentoring and performance management. These changes are not only about legislation; they are about educating the workforce with the skills and mentality to flourish in a digital economy.
Moreover, relationships with organisations like the Chartered Institute of Procurement & Supply (CIPS) and the United Nations Development Programme (UNDP) are providing new routes for worldwide knowledge sharing. Such cooperation should cover digital public infrastructure, cybersecurity, and digital service design.
The Risk of Doing Nothing
Resistance to digital transformation is natural but ultimately untenable. Clinging to paper files, manual registers, and physical lineups only exacerbate inefficiencies and intensifies public discontent. Every analogue bottleneck is a wasted chance to develop trust.
Digital transformation is not without its risks—cybersecurity dangers, data privacy issues, and the digital divide are real. But these are not grounds to procrastinate; they are reasons to prepare thoroughly and execute decisively.
Governments that reject the digital imperative risk irrelevance. Those who embrace it may construct institutions that are nimble, transparent, and citizen-focused.
Building for Scale and Sustainability
E-government cannot be a succession of pilot initiatives that die on the desks of departing directors. It must be a whole-of-government commitment, predicated on interoperable systems, uniform data standards, and long-term investment.
There must be legal underpinning for digital change. The newly amended Data Protection Act and Nigeria Startup Act are milestones in the right direction. So too are digital ID projects and the work being done by the National Information Technology Development Agency (NITDA).
What is required now is an acceleration. More services must be provided online. More workers must be trained. More MDAs must publish digital service standards and monitor their performance against them.
Citizens Must Be at the Centre
Technology must never be employed for its own sake. Each platform, gateway, and app must react to a clear citizen demand. That needs feedback loops, user testing, and a willingness to iterate.
It also needs accessibility. E-government systems must be useable for individuals with impairments, available in local languages, and accessible on basic mobile devices. Inclusivity is not an afterthought; it is a measure of excellence.
A Legacy in the Making
As Nigeria host the inaugural International Civil Service Conference in June 2025, the attention is on our reform path. From technology to leadership development, the world is watching how Africa’s biggest public service is reinventing itself.
This is a time of great potential. The work done under FCSSIP-25—from onboarding guidelines to content digitisation—can serve as a roadmap for others. But only if we continue the momentum.
The phrase “Digital First, Service Always” must not be a slogan. It must be a mission.
Every public worker, from the front desk to the Permanent Secretary’s office, must absorb it. Every agency must live by it. And every citizen must profit from it.Because in today’s world, a government that is not digital-first is not fit for purpose. And a service that is not constantly available, accessible, and responsible is not a service at all.
The moment to act is now.