Imagine a Kenya where accessing government services is as easy as tapping a button on your phone. That’s the dream e-Citizen promised. A platform consolidating over 20,000 services into a single digital hub. Need to register your business, pay taxes, or apply for a passport? All you need is a device and internet access.
Since its launch, this ambitious project has positioned Kenya as a digital leader in Africa, even inspiring nations like Rwanda and Ghana to follow suit. Rwanda’s e-Tax platform, for example, boosted tax revenues by an impressive 25% in just five years.
But dreams, as they say, don’t always come easy.
On January 3, 2025, Kenya’s eCitizen platform crashed due to an internal network issue, disrupting transactions and leaving tourists at Nairobi National Park unable to pay entry fees. This resulted in a big problem as there were no backup options for essential services.
Also, earlier in July 2024, the system faced a cyber-attack that exposed sensitive data, raising fears about its safety. The attack also affected some private companies, though the extent remains unclear. Questions persist about who was behind the attack and their motives, as the government has yet to disclose the number of users impacted.
The issues don’t stop there.
A 2023 World Bank report revealed that only 42% of Kenyans have internet access, meaning many people are left out. This is quite interesting because it has been reported that Kenya’s internet penetration grew by 40.8% in 2024.
However, according to a 2023 Digital Kenya report, 67.3% of the population remains offline, due to factors like high data costs, poor infrastructure, digital illiteracy, and geographic and gender barriers
Fortunately, solutions to these challenges are within reach. Firstly, expanding internet access is vital. The government could partner with telecom companies and lower costs for underserved areas. Setting up community centers with internet and trained staff could also help people learn how to use the platform.
Also Kenya has a data protection act to protect personal information, more focus is still needed on cybersecurity. The government should conduct regular checks, improve data protection, and respond quickly to threats. Upgrading servers and support teams will also help prevent outages and keep user information safe.
Finally, the government can improve existing alternative channels by expanding community centers with internet access in remote areas. Enhancing the USSD system for a smoother experience and increasing public awareness about secure usage would also help build trust and encourage wider adoption.
Kenya’s e-Citizen is a bold step toward the future. But like any great leap, it requires care, resilience, and constant improvement. If these challenges are addressed, this platform could not only fulfill its promise but also inspire a digital renaissance across Africa.