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

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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 From rigid bureaucracies to outdated systems, the very institutions tasked with serving citizens often find themselves trapped in structures that stifle innovation and delay impact.

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

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.


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Ugo Onwuaso is an ICT enthusiast. He believes technology should be used for general good. He holds a Master of Public Administration (MPA) degree from the Lagos state University. Dear Reader, Your support matters. But we believe that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. That is why, we have devoted our energy to independent reportage of technology and finance and how they affect lives. Our incisive and analytical view of how technology news affects the daily life help individuals and organizations make up their minds. Quality journalism costs money. Today, we're asking that you support us to do more. Kindly support our effort to deliver technology and finance journalism to everyone in the world. Donate as little as N1,000. Bank transfers can be made to: UBA Plc 1017156876 Communication Week Media Ltd

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Kaspersky Report Shows Early 2026 Witnessed an Increase in Cyberattacks on the Manufacturing Sector

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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.

 


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NDPC, Meta Launch 2-Year M-SIDP after Regulatory Settlement

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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.

NDPC, Meta Launch 2-Year M-SIDP after Regulatory Settlement

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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Monnify Processed ₦25 Trillion Worth of Transactions in 2025, Stepping into the Spotlight

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When you make a payment online in Nigeria and it goes through smoothly, no failed transaction, no delayed confirmation, no debit without value, there is a good chance Monnify is involved.

Most users don’t pay attention to what goes on in the backend but for businesses, especially those processing payments at scale, that layer matters. It is what ensures collections are successful, transactions are properly reconciled, and money moves when it should.

In 2025, Monnify processed ₦25 trillion in transactions, about $18 billion, representing a 38 percent increase from 2023. This growth came during a period when Nigerian businesses were dealing with currency volatility, rising costs, and increasing pressure on infrastructure to perform consistently.

Monnify did not just handle that demand, it grew within it. It became more relied on when reliability mattered most.

Monnify sits within TeamApt, the technology infrastructure arm of Moniepoint Inc. While Moniepoint MFB is the consumer and business banking face that millions of Nigerians interact with daily, TeamApt is the engine underneath, and Monnify is its payment gateway service built for businesses that need to collect and disburse money at scale.

Its customer base reflects the breadth of Nigeria’s digital economy. On the fintech side, companies like PiggyVest, Cowrywise, Bamboo, Rise, and Nomba are part of the platform’s ecosystem. In commerce and distribution, players such as OmniRetail and Olam also integrate with it, alongside transport companies like GIGM, mobility platforms like MAX, and organisations across education, cooperatives, utilities, and government.

Today, more than 100,000 merchants use Monnify, supported by integrations across 27 Nigerian banks.

Part of what differentiates the platform is its licensing structure. TeamApt holds a switching licence from the Central Bank of Nigeria, while Monnify operates with a Payment Solution Service Provider licence. This allows it to connect directly to key parts of the financial system without relying heavily on intermediaries.

The result is better control over transactions, faster settlements, and stronger success rates.

The early bet that paid off

In 2019, Monnify introduced virtual accounts into Nigeria’s payments ecosystem. At the time, the concept was not widely adopted. Today, it is standard.

Virtual accounts allow businesses to assign unique account numbers to customers or transactions, making it easier to track payments automatically without manual reconciliation. For fintechs handling thousands of inflows daily, or cooperatives collecting dues across multiple locations, this removed a major operational burden.

What now feels like a basic feature required early conviction. Monnify built the infrastructure, demonstrated its value, and adoption followed as more businesses began to prioritise automation and scale.

What drove its ₦25 trillion year

According to Damilare Ogunnaike – VP, Monnify Payment Gateway, “Scale in payments is not only about acquiring customers. It is about retaining them through consistent performance.

For many businesses, reliability is the deciding factor when choosing a payment partner. Transactions need to go through, confirmations need to be immediate, and systems need to hold up during peak periods.

Monnify has focused heavily on this layer. Internal testing has recorded settlement times as fast as three seconds on select bank routes. The platform has also invested in handling higher transaction volumes without a drop in success rates during peak cycles such as month-end collections and high-traffic events. These are the moments where payment systems are most likely to fail, and where businesses are most sensitive to performance.

Pricing has also played a role. For companies processing large volumes of transactions, costs scale quickly. Monnify’s pricing structure has made it a commercially viable option for both growing startups and established platforms, reinforcing its position as a long-term partner.

That combination of consistent performance and cost efficiency is what drives volume at scale, and it is a key reason Monnify was able to process ₦25 trillion in transactions in 2025.

From one-off payments to predictable revenue

In 2025, Monnify expanded into direct debit, moving beyond one-time collections into automated, recurring payments. For businesses such as lenders, utilities, subscription platforms, and educational institutions, this is critical. Predictable collections translate directly into predictable revenue.

The opportunity is still largely untapped. Direct debit currently accounts for just 0.44 percent of Nigeria’s total payment volume and Monnify is positioning itself to change that.

Its recent partnerships point to where this could have the most impact. With Baobab Renewable Energy, it supports collections across distributed clean energy networks operating in multiple states.

With Awabah, a platform focused on pension adoption among informal sector workers, Monnify enables automated contributions for users who have historically operated outside formal savings systems.

These use cases highlight a broader shift from simple transactions to financial infrastructure that supports long-term participation in the economy.

Stepping into the spotlight

For years, Monnify has built its reputation within developer and business circles, powering payments for companies rather than interacting directly with end users. That is beginning to change.

With products like direct debit, the platform is moving closer to the end customer experience. As more businesses adopt automated collections, Monnify’s infrastructure will increasingly shape how individuals pay for services, manage subscriptions, and participate in financial systems without necessarily knowing it.

At the same time, the company is pushing to deepen its reach across industries, with a focus on onboarding more businesses and expanding use cases for its payment rails. The ambition is not just to support transactions, but to become a more embedded layer across how money moves within the economy.

The recent launch of its new website reflects this shift. Clearer positioning, improved documentation, and a more defined product narrative signal a company that is no longer operating only in the background, but is becoming more deliberate about how it is seen and understood.

₦25 trillion in transactions is a milestone built largely behind the scenes. How that scales as Monnify steps into the spotlight is worth looking forward to.


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