By Sean Whitehead

Copyright iafrica

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 From rigid bureaucracies to outdated systems, the very institutions tasked with serving citizens often find themselves trapped in structures that stifle innovation and delay impact.

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.

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 6 continents connected to over 9,700+ connections of which 800+ are direct operator connections. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić.

Recent award wins include:

Infobip ranked an Established Leader in the Juniper Research Conversational AI Leaderboard (Feb 2025)Infobip named a Leader for the third time in the IDC MarketScape (Feb 2025)Infobip named one of the top CPaaS providers in Metrigy’s CPaaS MetriRank Report (Dec 2024)Infobip named number one among Established Leaders in RCS Business Messaging in Juniper Research’s RCS Business Messaging Competitor Leaderboard 2024 (Nov 2024)Infobip recognized as the number one provider in the AIT Fraud Prevention market by Juniper Research (Oct 2024)Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) 2024 for the second year running (June 2024)Infobip named to Fast Company’s Annual List of the World’s Most Innovative Companies (March 2024)Omdia Ranks Infobip as Leader for the second year running in its CPaaS Universe Report (Nov 2023)

Article written by: Olatayo Ladipo-Ajai, Regional Manager West Africa at Infobip Nigeria