Theko Tlebere
Last week, I wrote about the need for Lesotho to modernise the way it manages job applications. The argument was simple: technology should reduce the burden placed on citizens, not merely replicate outdated administrative procedures. I could not have imagined that only a few days later I would find myself experiencing another example of why that conversation must continue. This time, it was not about employment. It was about renewing my national identity card. Like many Basotho, I recently discovered that my identity card had expired. Naturally, I visited the offices of the National Identity and Civil Registry (NICR) to apply for a new one. Before discussing what I observed, I must first commend the department for one important achievement. Efficiency has clearly improved.
The application was tendered at around 11:00 hours, and by approximately 14:30 hours on the same day, I was in possession of the newly issued identity card. In numerous jurisdictions, such an administrative process typically extends over a period of several days or even week hence my astonishment towards the efficiency I saw that day. The departmental personnel there deserve a commendation for the expeditious issuance of the document within a time-frame of mere hours.
Whilst governmental departments frequently attract censure in instances of service failure, it is equally imperative to accord recognition in instances of demonstrable service delivery. Nevertheless, the acknowledgement of progress should not serve as a deterrent to the continuous pursuit of further advancements. During my period of waiting for the processing of the application, a notable observation was made. Notwithstanding the demonstrable diligence of the officials, virtually every stage of the process remained predicated upon paper-based methodologies. Applicants were assisted manually to complete physical forms, information that is already resident within government systems was being transcribed by hand, and officials allocated significant time to the manual handling of documentation that could readily have been processed digitally.
The service, whilst expeditious, was indicative of a process belonging to a preceding era of Morena Leabua. A critical distinction exists between efficient manual systems and modern digital systems. An efficient manual process inherently remains constrained by reliance on physical documentation, the requirement for physical presence, and the execution of repetitive administrative tasks. A digital process, conversely, substantially mitigates many of these inherent constraints. Ergo, efficiency ought not to be construed merely as the accelerated processing of paper, but rather as the comprehensive reduction of superfluous paper-based procedures.
A quick but necessary observation was made. Upon exiting the NICR offices, I traversed past the passport office, where the contrast was stark. Extensive queues of Basotho were observed within the waiting areas, queues even transcended to the pavement next to the main road, but as you know we are peaceful people, Basotho patiently waited to submit their applications. Whilst the officials were demonstrably diligent, the sheer volume of Basotho awaiting service suggested that the demand had surpassed the capacity of the prevailing administrative model. A pertinent query thus arises: what proportion of said queue is attributable to genuine requirements for direct assistance, and what proportion is a consequence of the process itself mandating physical presence for the completion of documentation that could have been pre-processed prior to arrival?
Consider a scenario wherein passport applicants complete their requisite forms online, upload supporting documentation electronically, effect payments via secure digital platforms like Mpesa or Ecocash, and are only required to attend the office for the singular purpose of biometric data capture. Under such a paradigm, waiting times would experience a dramatic reduction. Officials would be able to reallocate time from the handling of paperwork to the provision of substantive public service. Citizens would incur fewer hours of absence from their professional, academic, or commercial pursuits. The benefits would accrue universally.
This issue transcends the scope of identity cards and passports. Across numerous governmental departments, paper remains the foundational element of administrative operations. Citizens continue to manually complete forms, documents are subject to repeated photocopying, information is transcribed multiple times despite its existing presence within governmental databases, files are physically transported between offices, and approval processes are contingent upon the physical movement of folders from one desk to another. None of these practices necessarily reflect a deficiency in willingness on the part of public servants; rather, they are indicative of systems that have failed to evolve in consonance with available technological advancements.
Fortuitously, Lesotho is not compelled to initiate this transformation ab initio. The nation has already demonstrated the feasibility of digital transformation. Tax administration has progressively embraced electronic services. Financial institutions have successfully migrated numerous services to mobile platforms. Mobile money has become an integral component of daily economic activity. Academic institutions conduct admissions and administrative functions electronically. Commercial entities routinely utilise digital platforms for communication.
Citizens have demonstrated remarkable adaptability; the government is equally capable of such adaptation. Modern public administration ought to be guided by a singular, fundamental principle: citizens should be required to provide information only once. If the government already possesses verified personal information through the National Identity Register, what justification exists for citizens to repeatedly get ‘lengolo la Morena” all the time they need services? Governmental databases should be interoperable and capable of secure communication. This constitutes the true promise of digital government. I essence, an individual applying for a passport should not be necessitated to re-enter information already verified during the identity card registration process. Similarly, an individual applying for employment should not be required to repeatedly submit documents already certified within governmental systems. Digital integration serves to mitigate duplication, reduce administrative overheads, and enhance data accuracy.
As we discuss modernization, we must also acknowledge that digital government is not an exclusive prerogative of urban residents with high-speed internet connectivity. My agriculturalist uncle in Ha Khohopo, the merchant holder in Thamathu Qacha’s Nek, the educator in Sebera Mokhotlong, the healthcare professional in Ha Seng Semonkong – they are equally deserving of efficient public services as any resident of Maseru. Digital inclusion, therefore, mandates the provision of multiple access points. Applications should be able to be rendered via computers, smartphones, community service centers, and government offices. Those who prefer face-to-face assistance should continue to receive it, whilst those comfortable with technological interfaces should not be compelled to join the long queues. Technology should expand the spectrum of choices, not diminish them. A further significant benefit, frequently overlooked, is that digital government fortifies public trust. When applications are submitted electronically, citizens receive immediate confirmation. They are empowered to monitor the progress of their applications without the necessity of repeated physical visits to offices. Institutions become more transparent due to the creation of an electronic audit trail for every transaction. The incidence of lost files is substantially reduced. Accountability inherently improves as systems record the identity of the official processing each application and the timestamp of such processing.
These are not abstract technological ambitions; they represent practical governance reforms designed to enhance daily life. The encouraging experience at the NICR demonstrates that our public institutions are staffed by capable and committed officials. The prevailing challenge is no longer whether government employees can deliver services efficiently. The challenge resides in whether we are equipping them with systems that facilitate the realisation of their full potential. Competent public servants ought not to be engaged in the daily management of voluminous paper documentation when technology is capable of automating routine administrative tasks. Their expertise should be directed towards direct public engagement, problem resolution, and the elevation of service quality.
In the preceding week, I asserted that digital government is not a luxury reserved for affluent nations. Today, having observed both commendable service delivery and anachronistic procedures within the same afternoon, I am even more profoundly convinced of this assertion. Modernisation is not about supplanting human capital with computational resources; it is about empowering individuals to execute their roles with greater efficacy. It is about demonstrating respect for citizens’ time. It is about mitigating unnecessary costs. It is about constructing a public service that accurately reflects the exigencies of the twenty-first century. The celerity with which my identity card was produced unequivocally demonstrates Lesotho’s capacity for delivering exemplary public service. The subsequent imperative is to advance to the next stage. Instead of merely processing paper with greater efficiency, let us now pose a more ambitious question: how can we comprehensively eliminate paper altogether? The Future is NOW!
Summary
- In numerous jurisdictions, such an administrative process typically extends over a period of several days or even week hence my astonishment towards the efficiency I saw that day.
- The departmental personnel there deserve a commendation for the expeditious issuance of the document within a time-frame of mere hours.
- what proportion of said queue is attributable to genuine requirements for direct assistance, and what proportion is a consequence of the process itself mandating physical presence for the completion of documentation that could have been pre-processed prior to arrival.
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