E-Business
How AI-Powered Chatbots can Boost West Africa’s Fragmented Public Service Delivery

By Olatayo Ladipo-Ajai, Regional Manager West Africa at Infobip Nigeria
The public sector in West Africa, much like in other parts of the world, is grappling with deep-rooted challenges. From rigid bureaucracies to outdated systems, the very institutions tasked with serving citizens often find themselves trapped in structures that stifle innovation and delay impact.

Olatayo Ladipo-Ajai, Regional Manager West Africa at Infobip Nigeria
Across Nigeria and much of West Africa, public institutions remain constrained by manual processes, fragmented systems, and limited digital infrastructure. These inefficiencies slow down decision-making, obstruct transparency, and leave frontline workers without the tools they need to serve citizens effectively.
This is not just inconvenient, it represents a systemic failure that erodes public trust, stalls development and deepens inequality. Poor service delivery weakens key sectors like healthcare, education and agriculture, while limited government agility leaves communities exposed to risks such as climate change, energy insecurity and economic shocks.
Meanwhile, citizens face shifting policies, bureaucracy and unclear procedures, reinforcing the perception that government services are inefficient, disconnected from their everyday realities and indifferent to people’s needs.
The foundation of modern governance
Technology is no longer a luxury but a necessity. Digitisation is not about replacing people, but empowering them through interoperable, data-driven systems that enable real-time collaboration, smarter decisions and more inclusive, citizen-centric services.
Governments must stop treating digital transformation as a side project and start embracing it as the foundation of modern governance, shifting from reactive service delivery to proactive, systemic progress.
To unlock the true potential of Artificial Intelligence (AI) in public service delivery, we must focus on the everyday pain points citizens face when engaging with government, especially in regions like West Africa, where resources are limited and systems are often fragmented.
AI-powered solutions offer scalability. By targeting high-traffic domains, such as housing, taxation, transportation and healthcare, governments can extend their reach, empower citizens, and free up resources for more complex needs.
Ultimately, every citizen interaction is an opportunity for AI-powered chatbots to simplify, support and elevate the public service experience. With strategic deployment, it is possible to build systems that are not only efficient but also inclusive and human-centric.
A mobile-first approach
At the same time, smartphone usage for accessing government services in West Africa is growing. Many citizens are now choosing to engage with public services via mobile devices, highlighting a critical insight: public service delivery must adopt a mobile-first approach.
While the private sector in West Africa has embraced mobile platforms and reaped the rewards, the public sector often lags, despite having even more reason to adapt. To boost adoption and reach, governments must meet citizens where they are: on their phones.
Mobile-first is not just a tech upgrade; it is a strategic imperative. It aligns with user behaviour, expands access and enables scalable service delivery.
By automating routine enquiries and pre-engagement tasks through chatbots, governments can reduce operational costs, ease pressure on physical offices, and improve overall service delivery. This shift allows citizens to engage directly from their phones, streamlining access and minimising the need for intermediaries.
Beyond efficiency, mobile-first strategies enhance transparency and accountability. Real-time analytics provide insights into service gaps and citizen needs, enabling smarter decision-making and continuous improvement. Ultimately, this approach restores dignity in public service, aligns with modern expectations and positions governments to scale their impact across diverse communities.
Challenges to adoption
One of the biggest barriers to AI adoption in the public sector is not just infrastructure, but the knowledge gap. Many governments lack the technical expertise to deploy and maintain AI solutions like chatbots, and there’s often a fear that automation will lead to job losses.
However, AI is not here to replace people, it is here to strengthen service delivery where gaps already exist. To make this shift viable, governments must rethink their approach to infrastructure and invest in developing internal capabilities.
Another key barrier is digital literacy. Civil servants and citizens alike need to understand how to interact with AI-driven platforms. Without this foundational knowledge, even the best tools will fall short. Equally important is the development of clear data governance frameworks – guidelines that define how AI and chatbots are used, what freedoms and protections exist and where boundaries must be set.
Ultimately, governments need a roadmap; a strategic vision that defines how AI will be integrated, what outcomes are expected, and how risks will be managed. With the right partnerships, education, and governance structures in place, AI can become a catalyst – not a threat – for transforming public service delivery.
AI-powered platforms are no longer optional for governments; they are inevitable. Citizens will demand them, and public institutions must respond. In West Africa, chatbots and intelligent digital interfaces offer a pathway to leapfrog legacy systems and accelerate modernisation.
E-Business
Firm Discovered a New Corporate Phishing Technique using a Popular AI Web Development Platform

Kaspersky has discovered that attackers have begun exploiting another legitimate service for malicious purposes – this time it is Tencent EdgeOne Pages, a platform for creating and hosting web applications.

Attackers are misusing its capabilities to generate phishing emails targeting corporate users. Previously Kaspersky has described similar attacks leveraging Google services and web applications generated by Bubble, an AI-powered app builder, to hunt for corporate credentials.
Employees across multiple industries including the industrial sector, sales, and government are among the targets. The goal of the attack is to steal login credentials for corporate resources. Over the past 30 days, the company’s experts have detected more than 8,000 phishing emails using this tactic, including messages in English, Korean, and Russian.
The Tencent EdgeOne Pages service is positioned as a platform for quickly creating and deploying web applications using AI. Scammers misuse it to generate and publish phishing pages in minutes with virtually no web development skills.
Attackers host phishing pages on EdgeOne’s legitimate cloud infrastructure and use trusted domains. As a result, such sites appear to be established and secure to many protective solutions, complicating the detection of such attacks.
How the attack begins
The user receives an email from the alleged “corporate email support team”. The message states that the account login credentials will expire in 48 hours, and that failure to update them may result in problems receiving or sending emails.
To avoid restrictions, the user is prompted to click a link and enter relevant information. Phishing emails are not limited to this narrative, and could deliver any corporate message, such as a message from the HR department or a notification of a received document that should be downloaded.
Clicking the link in the email opens a page with a form for entering the victim’s name, email address, and password. It is a simple design, with virtually no additional elements.
After the user enters their login and password, the data is transferred to a server controlled by the attackers.
“We are seeing a continuation of the trend in which attackers use AI and no-code platforms as part of their phishing infrastructure. We’ve previously observed a similar scheme using the Bubble platform, and here we have yet another example.
“While the communication used in these phishing attacks is typical and has been used before multiple times, the attack technique itself significantly lowers the barrier to entry for attackers and accelerates the creation of phishing resources.
“Previously this required at least basic web development skills, but now an infrastructure for fraudulent emails can be created in minutes,” comments Roman Dedenok, Anti-Spam Expert at Kaspersky.
E-Business
Kaspersky Report Shows Early 2026 Witnessed an Increase in Cyberattacks on the Manufacturing Sector

According to a new Kaspersky ICS CERT report, in Q1 2026 the percentage of industrial control systems (ICS) on which malicious objects were blocked reached 19.6% globally. Kaspersky security solutions blocked malware from 10,052 different malware families of various categories on industrial automation systems.

Regionally, the share of ICS computers that were attacked ranged from 27.4% in Africa to 9.1% in Northern Europe. Compared to the previous quarter, attacks on the manufacturing sector in Q1 increased in multiple regions, including in Europe and Asia.
Regional split
In terms of overall numbers across all industry sectors, five regions saw an increase in the share of attacked ICS computers in Q1 2026 compared to the previous quarter. These were Southern Europe, Russia, Northern Europe, Canada and Africa.
Industries
In Q1, biometric systems traditionally placed first in terms of the share of ICS computers on which malicious objects were blocked, at 26.4%. These systems commonly have Internet access, are used for email, and, in many cases, have minimal cybersecurity controls within the organisations that use these systems.
Regionally, Southern Europe leads the ranking based on the percentage figures for biometric systems, at 35.15%. Africa follows at 29.58%, and Central Asia comes in third at 28.53%.
In the manufacturing industry, Southeast Asia ranks first among regions in terms of the percentage of ICS computers attacked (23.21%), followed by Africa (21.36%) and South Asia (20.13%).
In 2025, Kaspersky and VDC Research estimated that in just the first three quarters of 2025 cyberattacks on manufacturing organisations via ransomware could have generated over $18 billion globally in losses. Actual business losses could have been even higher when factoring in supply-chain disruptions, reputational damage, and recovery expenses.
“Legacy operational technology systems remain deeply embedded in manufacturing environments, which makes them vulnerable. Supply chain complexity and branching of the trusted partner network expands the attack surface beyond the network perimeter.
Attackers are realising that targeting OT assets of an industrial enterprise is not rocket science, which is why factory shutdowns bring massive financial losses,” commented Evgeny Goncharov, Head of Kaspersky ICS CERT.
E-Business
NDPC, Meta Launch 2-Year M-SIDP after Regulatory Settlement

Nigeria Data Protection Commission (NDPC) has launched the Meta-Supported Initiatives for Data Protection (M-SIDP), a strategic programme aimed at strengthening data privacy awareness, regulatory compliance and institutional capacity across Nigeria’s digital ecosystem.

The initiative follows the conclusion of regulatory proceedings involving Meta Platforms Inc., the parent company of Facebook, Instagram and WhatsApp, over concerns relating to the processing of personal data belonging to Nigerian users. The matter was resolved in 2025 through a court-approved settlement.
Under the agreement, Meta committed to supporting a two-year programme of public-facing data protection measures designed to advance the objectives of the Nigeria Data Protection Act (NDP Act) 2023, the General Application and Implementation Directive (GAID), and the NDPC Strategic Roadmap and Action Plan (SRAP) 2023–2027.
Announcing the initiative, the Commission said the programme would strengthen safeguards for data subjects while promoting responsible data processing practices among organisations operating in Nigeria.
According to a statement signed by Itunu Dosekun, head of the NDPC Media Unit, the programme will focus on governance, research and development, safety and sustainability mechanisms for technology ecosystems, capacity building for Data Protection Officers (DPOs) and Data Protection Compliance Organisations (DPCOs), as well as public awareness campaigns targeted at vulnerable groups.
The Commission stated, “As part of the settlement, Meta committed to supporting a two-year programme of public-facing data protection measures that aligns with the objectives of the Nigeria Data Protection Act, 2023 (NDP Act), the NDP Act General Application and Implementation Directive (GAID) and the NDPC Strategic Roadmap and Action Plan (SRAP) 2023–2027.”
The NDPC stressed that the settlement does not limit its regulatory authority.
“Nothing in this settlement limits the Commission’s independent statutory powers as we continue to exercise our regulatory mandate in relation to data processing activities in Nigeria, in accordance with the NDP Act and other applicable laws,” it stated.
The development comes amid rising global scrutiny of technology companies over data privacy practices, with regulators in regions including the European Union and the United States tightening enforcement against breaches and non-compliance.
Nigeria has also intensified efforts to strengthen its privacy framework following the enactment of the Nigeria Data Protection Act in 2023, which established the NDPC as an independent regulator empowered to monitor compliance, investigate violations and impose sanctions.
Industry experts warn that increasing digital adoption across banking, telecommunications, e-commerce, healthcare and public services has heightened risks of identity theft, cybercrime and unauthorised data sharing.
The NDPC has in recent years stepped up enforcement actions against organisations that violate data protection rules, while also expanding accreditation for Data Protection Compliance Organisations and training for privacy professionals.
The Meta-supported initiative is expected to address gaps in public awareness and technical capacity, while also supporting research and policy development on emerging issues such as artificial intelligence, cross-border data transfers and platform governance.
The Commission said it would provide periodic updates on the implementation of the programme and called on stakeholders to support efforts to build a secure, transparent and accountable privacy ecosystem in Nigeria.
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