Maseru- United Nations Development Programme (UNDP) and Ministry of Information, communications, science, technology, and Innovation have implemented a digital inclusion initiative named E-Service Outlet Model to deliver online services to digitally marginalized groups of society. The E-Service Outlet Model was launched on 22ndMay 2024.
Digital technology is the foundation sources of long-term global economic growth and implements in quality of life and standards of living. Recent policy approaches around the globe have recognized the importance of digital technology as a driving force for countries optimized service delivery, economic growth to attain improved citizen’s livelihood conditions.
Moreover Government of Lesotho has entered on a digital transformation rollout in Lesotho attributed with improvement of digital infrastructure connecting majority of locations in the country.
According to Teboho Khoarai presenting UNDP the process resulted in a substantial increase in internet penetration rate moving from just 4% in 2010 to 48% in 2021.
Additionally, mobile network coverage on 3G data connection has been improved to over 90%, while 2G mobile network connection covers 98% of the country. Nonetheless utilization of digital goods depends heavily on availability of digitally enabled gadgets, access to energy, level of education and digital skills inherent within citizens.
Khoali noted that model fosters partnership with private sector to leverage on their expertise and resources in enhancing delivery of Government services. In this model, mobile money agents, internet and printing shops which have required skills and infrastructure (internet connection, computers, printers and scanners) have been identified and enrolled for training on E-Services platform to provide online service support to the citizens.
38 MSMEs offering ICT related services across the country have been trained and enrolled into E-service Outlet model in 2023 and are currently offering support on e-service platforms from different organizations including Government Ministries, UNDP, Academia and Government subsidiary institutions such as Revenue Services Lesotho and Examinations Council of Lesotho.
“The e-service outlets model is the first digital inclusion dimension out of three being implemented by Government of Lesotho to address citizens exclusion challenges, and the two dimensions namely the One-stop-shop centers and Digital Agents initiatives are envisaged for implementation in the coming years,” Khoali said.
UNDP and Ministry of Information, Communication, Science, Technology, and innovation are planning to enroll the second cohort of MSMEs into the e-service outlet model to expand digital inclusion reach over the already existing 38 outlets, and UNDP launched the model for public awareness.
