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 From rigid bureaucracies to outdated systems, the very institutions tasked with serving citizens often find themselves trapped in structures that stifle innovation and delay impact.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
Kaspersky Uncovers New Mirage Kitten Malware Used in Cyber-espionage Campaign Across Africa, Others
Kaspersky Global Research and Analysis Team (GReAT) has discovered a previously undocumented malware set used by Mirage Kitten APT. The findings were revealed at its annual Kaspersky Cyber Security Weekend for the Middle East, Turkiye and Africa (META).
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The malicious tools were used in a targeted campaign aimed at maintaining long-term access to victim networks and stealing sensitive data.
The company’s researchers have identified victims of this campaign across the Middle East and Africa, including organisations in Egypt, small and medium-sized businesses and government entities in Jordan and Tanzania, aviation organisations in Pakistan, telecommunications companies in Ethiopia and financial-sector entities in Burkina Faso.
The toolset consists of three custom programs. At its core is NightLedger, a newly discovered Windows backdoor attributed to the group based on code and behavioural similarities to its previously known malware, which gives the attackers remote control over infected machines: they can run commands, explore and transfer files and capture screenshots.
It is complemented by two covert tunneling tools, ArcBridge and BridgeHead, which effectively turn a compromised computer into a relay node: the attackers run their tools on their own servers, while all the resulting traffic is quietly funneled through the victim’s machine, as if it originated from inside the victim’s network.
This lets them slip past network defences and preserve long-term access without drawing attention. The first of these tools was identified in April 2026 in activity targeting victims in the Middle East.
While the initial access vector remains unclear in most cases, Kaspersky GReAT researchers observed BridgeHead being deployed during post-compromise activity in victim environments in Egypt and at an aerospace and aviation organisation in Pakistan. In those cases, the intrusion activity followed targeted spear-phishing attempts consistent with the group’s known methods.
The lures were highly tailored including recruitment-themed messages impersonating trusted brands and hiring platforms, as well as fake videoconferencing pages that redirected victims to malicious archive files hosted on third-party file-sharing services.
“Based on our latest findings, we conclude that Mirage Kitten continues to evolve its malware arsenal in support of targeted cyber-espionage operations across the Middle East and Africa.
“Another notable aspect of the campaign is the group’s continued reliance on tunneling utilities as part of its operational toolkit: in practice this enables attackers to bypass network controls, maintain covert access to compromised environments and significantly complicate detection efforts.
“Given the persistence and sophistication of these techniques, organisations and defenders should incorporate these findings into their threat assessments and strengthen their detection and response capabilities accordingly,” says Omar Amin, senior security researcher at Kaspersky GReAT.
E-Business
NDPC Directs DCPMIs to Register with Agency or Face Legal Consequences

Nigeria Data Protection Commission (NDPC) has directed all Data Controllers and Data Processors of Major Importance (DCPMIs), yet to register with the commission to do so immediately.

This followed a Federal High Court judgment affirming NDPC statutory powers to designate and register such entities.
DCPMIs are entities operating in Nigeria that handle sensitive personal data or large volumes of information, requiring mandatory registration with the NDPC under the Nigeria Data Protection Act (NDPA).
In a statement issued on Tuesday by Babatunde Bamigboye, head of Legal, Enforcement and Regulations at the NDPC, described the judgment as a major milestone for data accountability and regulatory oversight in Nigeria.
The commission said the ruling arose from a suit filed by Emmanuel Harunna against the NDPC in Emmanuel Harunna v. NDPC (FHC/L/CS/1116/2024), in which the applicant sought a declaration that Point of Sale agents were not Data Controllers or Processors of Major Importance under the Nigeria Data Protection Act and requested a perpetual injunction restraining the commission from registering them.
According to the statement, Justice F.N. Ogazi examined the commission’s Guidance Notice on Registration alongside Sections 5(d), 6(c), 44, 45 and 65 of the Nigeria Data Protection Act before concluding that the commission acted within its statutory powers in designating entities under the Major Data Processing – Ordinary High Level category as Data Controllers and Processors of Major Importance.
Quoting the judgment, the statement read, “The Nigeria Data Protection Act was enacted to promote accountability, transparency and responsible data governance. Registration enables the Respondent to identify entities engaged in significant data processing activities, monitor compliance.”
It added that the court held that, “Far from undermining the constitutional right to privacy, the registration framework is one of the statutory mechanisms designed to safeguard that very right by subjecting data controllers and data processors to effective regulatory oversight.”
The statement further quoted the court as saying, “Looking at the recitals of the Guidance Notice, there is every indication that the Guidance Notice is also aimed at protecting the privacy and security of data subjects, thus bringing the registration requirement of the Guidance Notice within the protective shield of Section 45 of the 1999 Constitution.”
According to the commission, the court also held that, “Remarkably, Section 63 of the Data Protection Act provides that the provisions of the Act shall prevail over any other law inconsistent with its provisions on matters relating to the processing of personal data.”
Reacting to the judgment, the commission described the decision as a significant boost to Nigeria’s data protection regime.
“The Commission appreciates the ground-breaking efforts of the court towards the advancement of the jurisprudence relating to data accountability in Nigeria, as eloquently demonstrated in this case,” the statement read.
Following the ruling, Vincent Olatunji, national commissioner and chief executive officer, had directed every Data Controller and Processor of Major Importance that had yet to comply with the registration requirement to register without delay.
The commission warned that entities failing to comply with the registration requirement could face legal consequences.
“Failure to register creates serious legal liabilities under the law, while compliance with registration requirements builds public trust and safeguards the fundamental rights and freedoms of data subjects in Nigeria,” the statement added.
E-Business
UNN to Partner Firm on AI, Smart Mobility Innovation Centre

The University of Nigeria (UNN) is set to partner with The Roxettes Group to establish a research and innovation centre focused on artificial intelligence (AI), smart and green mobility, and digital technologies, in a move aimed at strengthening research, entrepreneurship and technology-driven industrial development.

Chairman of The Roxettes Group, Arc. Dr. Kaycee Orji-Kelechi, announced the proposed partnership while delivering his acceptance speech after receiving an Honorary Doctor of Business Administration (Honoris Causa) during the university’s convocation ceremony.
The proposed facility, to be known as the Dr. Kaycee Orji Centre for Artificial Intelligence, Smart/Green Mobility and Digital Innovation, is expected to provide a platform for research, innovation and collaboration between academia and industry, with a focus on developing commercially viable solutions to local and continental challenges.
Orji-Kelechi said the initiative was conceived as a long-term investment in human capital and technological advancement rather than simply another physical infrastructure project.
He said the vision was to position the University of Nigeria among Africa’s leading institutions in artificial intelligence, smart mobility and digital innovation through research, entrepreneurship and technology development.
According to him, the centre will house five specialised laboratories covering artificial intelligence and machine learning, smart and green mobility, robotics and the Internet of Things (IoT), digital finance and financial technology, as well as cloud computing and advanced data centre technologies.
He also announced plans for the proposed Kaycee Orji Founders Innovation Challenge, an annual programme intended to identify, mentor and support innovative ideas from students, researchers and academic staff with the potential to become scalable businesses.
“Every student of this University should know that a great idea conceived in a classroom should have a pathway to becoming a patent, a startup, a global enterprise, and a solution that transforms society,” he said.
Orji-Kelechi disclosed that preliminary conceptual work on the project had commenced, with architectural and engineering designs being prepared by K.KH Contractors Ltd., a subsidiary of The Roxettes Group.
He added that discussions with the university would begin on identifying a suitable site for the project, while a comprehensive proposal containing architectural drawings, engineering designs and an implementation framework would be submitted after completion of the design phase.
Reflecting on his career, Orji-Kelechi said Africa must move beyond consuming innovation to creating it through investment in manufacturing, technology and entrepreneurship.
“We have pursued one simple vision: that Nigeria and Africa must move from consumption to production; from importing innovation to creating it; and from waiting for opportunities to building them,” he said.
He urged graduating students to see their education as a foundation for solving societal challenges through innovation, leadership and enterprise, adding that he remained committed to promoting industrial development, youth empowerment and sustainable economic growth.
The proposed collaboration forms part of broader efforts to strengthen university-industry partnerships, which are increasingly seen as critical to improving research commercialisation, innovation capacity and technology-led economic development in Nigeria.
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