Telecom
Enhancing Governance with Communications Technology
Political systems are made up of sets of activities and relationships concerned with power and exercise. A polity is a political system that is focused on some geographical areas in the modern world. Generally speaking polity consists of a structure of government executives, judiciaries and legislatives. Legislation is the major instrument of government processes. Government establishment works within a political environment of legal regulation.
In recent times it has become popular to speak of the information society, thus identifying the meeting point between government and, information and communication technology. The objectives of this marriage are mainly to improve efficiency, effectiveness and cut costs.
The emergence of this phenomenon has raised new stakes in the process of regulation and security. A fundamental problem exists in that most legislation is enacted by national governments, whereas the idea of electronic transaction is a global phenomenon.
Let’s try to describe e-governance, the relevant ICT issues, the technical, social and legal requirements for proper implementation of e-government and its feasibility in Nigeria.
E-governance is more than just a government presence on the Internet. Imagine a situation in which all transactions with the government can be done through one desk, 24 hours a day, seven days a week, without waiting in lines at government offices. This can be made possible if government is willing to decentralize responsibilities and processes and they start to use electronic means such as the internet. This will enable citizens to make contact with the government through a web-sit where all forms, legislation, news and other information will be available round the clock.
In Europe and the USA, commercial banks already work according to this concept. Only in a few very special situations one has to go to a physical office. Most transactions can be done on-line. This has saved the banks an enormous amount of costs.
Government, as a collector and source of information, may also follow this trend, in order to serve its customers (Citizens, business, and other interest groups) better and to save cost by making internet operations more efficient. E-government serves as a mechanism to improve government’s efficiency through transparency, openness and increasing interactions across governments, citizens and the civil society organizations.
The basic objectives of e-government are to provide citizens access to information and knowledge about the political process, public needs, services and available choices; and to make possible the transaction from passive information access to active citizens’ participation in government.
There are three main target groups that can be distinguished in e-governance concepts are government, citizen and businesses/interest groups. Government objectives can be internally or externally focused. The external strategic objectives focus on citizens, businesses and interest groups while the internal objective focus on government itself. Abbreviations such as B2B (business to business) and B2C (business to customer) are used, like in e-commerce, to shortly describe which of the main groups are interacting. The most common group interactions in e-governance are Government to Consumers G2C, Government to Business G2B and Government to Government G2G.
Gartner, an international e-business research consultancy firm, formulated a four-phase e-governance model to measure the progression of e-government and identified strategy and other factors contributing to a country’s success in each phase. The model suggested the four critical phases of e-government evolution, which include the web presence, interactions, transactions and transformation.
The model does not mean that all establishments have to go through all phases and all at the same time. On the contrary, in the Western world government institutions are in phase 1, 2 or 3. The difference can be much: the revenue collection department can be in phase 3, while the department of the public works is just in an early state of phase 1. It all depends on where the advantages are highest. In the Gartner model, an assumption is made that the government has already defined an overall vision and e-policy.
According to S. O. Asakpa, department of Computer Science, Federal Polytechnic, Offa, ‘e-governance at the first phase means having presence on the web, providing the external public (G2C and G2B) with relevant information. The value of the pubic is that government information is publicly accessible; processes described and thus become more transparent, which improves democracy and service. Internally, the government can also disseminate information with static electronic means, such as the intranet’.
In the second phase, he said is the interaction between government and the public (G2C and G2B) is stimulated with various applications. People can ask questions via e-mail, use search engines for information and are able to download all sorts of forms and documents. These functionalities save time. “In fact, the complete intake of simple applications can be done online anytime, any day. Normally this would have only been possible at an office during official hours.
Internally (G2G) government organizations use local area networks (LAN), intranets and e-mail to communicate and exchange data. The bottom line is that efficiency and effectiveness is achieved because a large part of the intake process is done on line. However, you still have to go to the office to finalize the transaction, by paying the fee, handing over evidence or signing paper,” he said.
With phase three the complexity of the technology is increasing, but customer (G2C and G2B) value will also be higher. Complete transactions can be done without going to an office. Examples of online service are filling income tax, filling property tax, extending/renewal of licenses, visa and passports and online voting. Phase three is mainly complex because of security and personalization issues- for example, digital (electronic) signatures are necessary to enable legal transfer of services. In this phase, internal (G2G) processes have to be redesigned to provide good services. Government needs to create new laws and legislation that will enable paperless transactions with legal certification. The bottom line here is that the complete process is online, including payments, digital signatures among others. This saves time, paper and money.
The fourth phase is the phase in which all information systems are integrated and the public can get G2C and G2B services at one (virtual) desk. One single point of contact for all services is the ultimate goal. The complex aspect in reaching this goal is mainly on the internal side, for example, the necessity to drastically change culture, processes and responsibilities within the government institution (G2G). Government employees in different departments have to work together in a smooth and seamless way. In this phase cost savings, efficiency and customer satisfaction reaches highest possible levels.
Precondition for e-government
Seamless communication, information flow and data management are the essential ingredient of an effective e-government structure. However there are a number of challenges that can hamper the effective take up and implementation of e-governance. These barriers include lack of information and communications technology resources and infrastructures, unequal access to technology (resulting into ‘digital divide’), low literacy rate, corruption and lack of government policy initiatives.
Many a times, the lack of resources and technology is compounded by a lack of access to expertise and information. A strong political will and commitment, reflected in a country’s political and legal structures, are in the core of combating these barriers and achieving success. The presence of a will-orchestrated ICT acts and other necessary foundation and benchmark in this regard and facilitate the smooth functioning of a country’s ICT sector.
Policy for e-Government
In order for the government to achieve her e-governance goals and objectives, there is the need to formulate an ICT policy that encompasses all sector of governance. This would enable the government to establish a better relationship and transparency with the various stakeholders – government, citizens and business/interest groups/NGOs.
The need for a national information Technology (IT) policy in Nigeria became more pronounce after the participation of the Nigerian delegation to the first African Development Forum on the ‘Challenge to Age’ held in Addis Ababa in October 1999. As a result, a national workshop on the National Information and Communication Infrastructure was held in Abuja in March 2000.This orchestrates into the National Policy for Information Technology tagged ‘Use IT’, with the aim of ‘building an IT-driven nation comprising of knowledge –based society by the year 2005’ Though the policy is in place but the citizens are yet to fully enjoy its implementation. This policy covers almost all objectives and implementation strategies in place.
More so, there are a number of social preconditions exist for the successful uptake of electronic delivery of government services and products: These among others include, awareness: stakeholders must be aware of the benefits of using various remote access mechanisms. Such benefits must outweigh the costs of using electronic delivery in people’s minds.
Having access to remote access devices from their homes or some other convenient location is another important precondition. Measures of such access are frequently expressed in terms of forms of connectivity to the internet. Access can be determined by a whole number of factors, particularly income.
Use of various access mechanisms must approach a threshold that encourages the provision of more content and services delivered electronically. The hope for many organizations is that a virtuous cycle is established in which better content and services, perhaps directed at particular social, economic or political groups, will encourage greater awareness, or interest in and use, of remote access mechanisms.
Telecom
SERAP Demands Probe of Disappearance of N27.9Bn from USPF, Calls Out Minister, Secretary of Fund
Socio-Economic Rights and Accountability Project (SERAP) has called on President Bola Ahmed Tinubu to immediately order an investigation into the alleged disappearance or diversion of N26.9 billion from the Universal Service Provision Fund (USPF).
SERAP warned the scandal could worsen Nigeria’s digital divide and deny millions access to basic connectivity.
In a letter dated May 9, 2026, and signed by Kolawole Oluwadare, deputy director, SERAP urged the president to direct Dr. Bosun Tijani, minister of Communications, Innovation and Digital Economy, as well as Yomi Arowosafe, secretary of the USPF, to explain the whereabouts of the funds.
The organisation also asked Lateef Fagbemi (SAN), attorney general of the Federation and minister of Justice, alongside anti-corruption agencies, to investigate the allegations and prosecute anyone found culpable.
SERAP said the accusations were contained in the 2022 audited report by the Auditor-General of the Federation, published on September 9, 2025.
According to the group, the report exposed several financial irregularities, including unremitted operating surpluses, undocumented expenditures, questionable contract awards, and payments for services allegedly not rendered.
“The USPF is vital to expanding telecommunications access in underserved and rural communities, and any diversion of its funds directly undermines its mandate to bridge the digital divide, support infrastructure development, and promote inclusive connectivity,” the letter stated.
Among the allegations cited by SERAP was the failure of the USPF to remit over ₦13.8 billion in operating surplus between 2016 and 2019.
The Auditor-General reportedly warned that the money may have been diverted and recommended recovery and remittance to the treasury.
The report also allegedly questioned over ₦11.7 million claimed for international training in October 2020 without supporting documents such as invitations, invoices, or certificates of participation.
SERAP noted that the spending was especially suspicious because of travel restrictions during the COVID-19 lockdown.
Other claims included contracts worth ₦2.8 billion allegedly awarded without due approval, ₦8 million paid to a non-existent fund manager, ₦6.4 billion spent on projects not captured in the approved 2020 budget, and over ₦2.8 billion reportedly spent between January and May 2021 without documentation.
SERAP further alleged that the USPF failed to collect and remit over ₦333 million in stamp duties and did not deduct more than ₦144 million in withholding tax from consultant payments.
It also cited payments exceeding ₦390 million to consultants for projects allegedly lacking proof of execution.
According to the group, mismanagement of the fund has serious implications for millions of Nigerians, especially residents of rural and underserved areas who depend on the USPF to access telecom infrastructure and internet services.
“Poor access to reliable and affordable internet connectivity directly affects Nigerians’ ability to exercise a range of fundamental human rights, including freedom of expression, access to information, education, and participation in public affairs,” SERAP said.
The organisation warned that lack of accountability could deepen inequality, limit economic opportunities, and further exclude vulnerable communities from essential digital services.
SERAP gave the federal government seven days to act on its demands or risk legal action aimed at compelling the government, the Nigerian Communications Commission (NCC), and the USPF to respond in the public interest.
Federal Government has warned telecommunications operators to improve service quality or face regulatory sanctions, stating that recent reforms have stabilized the sector and removed excuses for poor network performance.
Telcos
Minister of Communications, Innovation and Digital Economy, Dr. Bosun Tijani, issued the warning in a statement on Sunday, emphasizing that Nigeria’s connectivity gaps were largely structural, driven by years of underinvestment and constraints on operators.
The government has tackled these problems through long-term infrastructure planning and immediate sector-stabilization measures aimed at restoring sustainability and investor confidence.
These long-term reforms focus on expanding infrastructure through new fibre deployment and tower rollout initiatives designed to close critical gaps in the digital backbone.
Funding has been secured with support from the World Bank for Project BRIDGE, alongside additional investments in satellite capacity to boost nationwide coverage. These interventions are expected to transform connectivity over the next two to five years, enabling businesses and households to access reliable high-speed internet beyond unstable mobile connections.
“When we assumed office, it was clear that Nigeria’s connectivity challenges were structural, driven by years of underinvestment in infrastructure and constraints that limited the ability of operators to deliver quality service,” the Minister noted.
“We have addressed this on two fronts. First, the long-term structural solution. We have secured funding, led by the World Bank, and established the framework for a special purpose vehicle with Project BRIDGE, to deliver nationwide open access fibre infrastructure.
Deployment of fibre will commence, alongside new tower rollouts through NUCAP, before the end of the year even as we also expand our satellite capability.”
Regarding immediate interventions, the government has stabilized the sector through tariff adjustments, the designation of telecom infrastructure as critical national infrastructure, tax harmonization efforts, and broader macroeconomic reforms.
These changes have restored operator profitability and created a more transparent, market-driven environment, giving telcos the capacity to invest in network improvements.
“It is now the responsibility of telecom operators such as MTN Nigeria, Airtel Nigeria, Globacom, and 9mobile to take all necessary steps to resolve network challenges and deliver the level of service Nigerians expect,” the minister insisted.
The Nigerian Communications Commission (NCC) has been fully empowered to monitor performance, enforce standards, and ensure compliance, with sanctions expected for defaulting operators.
Dr. Obioha Oti, National President of the Association of Mobile Money and Bank Agents in Nigeria (AMMBAN), has described agency banking as Nigeria’s most critical last-mile channel for achieving meaningful financial inclusion, stressing that millions of Nigerians, particularly in rural and underserved communities, remain financially excluded despite notable progress in the sector.
PAFON 3.0
Speaking at the third edition of the Payments Forum Nigeria (PAFON 3.0), themed “Fair Digital Payments as a Catalyst for Deepening Financial Inclusion in Nigeria,” Oti, represented by Alhaji Yusuf Adeyemo, vice president of the Association of Mobile Money and Bank Agents in Nigeria (AMMBAN), said agency banking has become Nigeria’s most practical and scalable solution for bridging the persistent financial access gap caused by poor infrastructure, low financial literacy, trust deficits, and high service delivery costs.
According to him, without effective last-mile financial access, Nigeria’s financial inclusion ambitions may remain unattainable.
Oti noted that through extensive agent networks, Nigerians now enjoy convenient access to critical financial services including cash deposits, withdrawals, transfers, bill payments, account opening, and other essential banking products, adding that beyond transactional services, agency banking offers trust, human interaction, and proximity-factors that purely digital channels cannot fully replicate.
“Agency banking has emerged as the most practical, scalable, and human-centred solution,” he stated, adding that agents serve as trusted financial intermediaries within local communities.
Highlighting AMMBAN’s contributions, Oti said the association has played a central role in strengthening Nigeria’s financial inclusion ecosystem through policy advocacy, professional training, rural agent expansion, fraud awareness campaigns, consumer protection initiatives, and strategic collaborations involving banks, fintechs, telecom operators, and mobile money providers.
He further noted that the agency banking sector has created millions of jobs and unlocked significant economic opportunities nationwide.
Oti acknowledged the contributions of major ecosystem drivers, including the Central Bank of Nigeria (CBN), which he said continues to provide regulatory support through financial inclusion frameworks, consumer protection policies, and interoperability initiatives.
He also credited the Shared Agent Network Expansion Facilities (SANEF) for accelerating agent expansion across the country, while Enhancing Financial Innovation and Access (EFInA) was recognized for its support through research, innovation funding, and data-driven insights.
Despite these achievements, Oti warned that the sector continues to grapple with significant obstacles such as liquidity shortages, network instability, fraud risks, poor agent profitability, infrastructure deficits, and overlapping regulations.
He stressed that these challenges must be urgently addressed to sustain growth and deepen inclusion. “For inclusion to truly deepen, digital payments must be affordable, reliable, transparent, and accessible to all Nigerians,” he said, insisting that fairness in digital payments is essential to closing the financial inclusion gap.
He warned that unfair pricing structures, unstable systems, and exclusionary payment models could further marginalize vulnerable populations.
Looking ahead, Oti urged stakeholders across the financial ecosystem to prioritize stronger collaboration, improved agent profitability, infrastructure development, enhanced financial literacy, increased financing access for agents, and supportive regulatory frameworks.
He projected that Nigeria’s financial inclusion future will be “phygital,” combining physical agent networks with digital platforms to create seamless financial access.
According to him, agents are rapidly evolving beyond transaction points into community-based financial service hubs capable of driving grassroots economic development. “Agency banking is no longer just a distribution channel; it is the backbone of financial inclusion in Nigeria,” Oti declared.
He reaffirmed AMMBAN’s commitment to working with regulators, financial institutions, and technology providers to strengthen the ecosystem, empower underserved populations, and build a more inclusive national financial system.
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