By Kofi Anokye OWUSU-DARKO (Dr)
The introduction of a 50p fee for the USSD on-line Voter Register verification in Ghana sparks significant concerns about the inclusivity and effectiveness of the nation’s digitalization agenda, particularly as it potentially hinders citizens’ constitutional right to vote.
While digital services are a critical component of modern governance, imposing costs on such essential fundamental constitutional functions risks alienating economically disadvantaged citizens and undermining voter participation.
Ghana has made commendable strides toward embracing digitalization as a key driver of economic growth and improved governance. From the digitization of public services to the introduction of electronic payment systems, the government’s commitment to creating a modern, tech-savvy society is evident.
However, the recent implementation of a fee for verifying voter registration via a USSD Voter Register Exhibition service (*711*51#) raises critical questions about whether the country’s digitalization efforts are truly accessible to all.
This article explores the implications of monetizing essential digital services like voter verification and argues for a more inclusive approach. For Ghana to fully benefit from its digital transformation, the government must focus on fostering widespread adoption and ease of access, rather than erecting financial barriers that may deter citizens from engaging with the digital world
The importance of digitalization in governance
In the modern era, digitalization has become a cornerstone for transforming economies and governance structures worldwide. For a country like Ghana, which is eager to position itself competitively in the global digital economy, embracing digitalization is not just an option but a necessity.
The government’s digital transformation agenda, particularly through initiatives like e-government, holds the promise of streamlining service delivery, enhancing transparency, and fostering greater civic engagement.
Digitalization in governance involves the reorganization and optimization of government processes through Information and Communication Technologies (ICT). This shift from manual to digital systems offers several benefits: it enables real-time data processing, reduces bureaucratic delays, and ensures that services are accessible to citizens anywhere, at any time.
For instance, the digitization of voter registration and verification processes, as seen with the USSD service introduced by the Electoral Commission, represents a significant step toward modernizing civic services.
However, the true value of digitalization lies not only in its ability to enhance efficiency but also in its capacity to foster inclusion and equity. A well-implemented digital governance framework ensures that all citizens, regardless of their socio-economic status, have equal access to essential services.
This is particularly crucial in Ghana, where a significant portion of the population may still be marginalized from digital services due to financial or infrastructural barriers. The government’s role, therefore, extends beyond merely introducing digital services; it must ensure that these services are affordable, accessible, and user-friendly for all Ghanaians.
Looking at global examples, countries that have successfully integrated digital services into governance have done so by prioritizing the diffusion of these technologies rather than monetizing them at the early stages.
In Estonia, digital services such as e-Residency, e-Voting, and online tax filing are provided at no cost to citizens, fostering near-universal adoption and establishing the country as a leader in digital governance. Similarly, India’s Aadhaar program and Unified Payments Interface (UPI) have revolutionized digital transactions by offering free access, thereby facilitating broad participation across diverse socio-economic groups.
Denmark, Canada, and Singapore have also embraced this approach, ensuring that essential digital services are free to use, thereby promoting inclusivity and widespread adoption. These countries recognize that the initial focus must be on onboarding citizens into the digital ecosystem, building trust, and ensuring ease of use. Only after achieving significant penetration and digital literacy does it make sense to consider monetization in specific areas, if at all.
For Ghana, which is still in the early stages of its digital journey, these examples are particularly instructive. The country is far from achieving the level of digital integration seen in these more advanced jurisdictions.
Introducing fees for fundamental services like voter verification at this stage could be counterproductive. Such fees risk alienating those who are already hesitant or unable to engage with digital services, particularly the economically disadvantaged.
Instead, Ghana should focus on making these services freely accessible to encourage widespread adoption, much like the successful strategies employed by other countries. By doing so, the government can lay the foundation for a digitally inclusive society, where every citizen can participate fully in the digital economy.
Private sector approach
The private sector in Ghana has long recognized the importance of reducing barriers to digital access as a means of enhancing customer engagement, fostering loyalty, and building long-term trust.
Many private institutions, particularly in the banking and financial services sectors, have successfully implemented digital services that are not only accessible but also free of charge for their customers.
This approach has significantly contributed to the rapid adoption of digital tools in these industries, offering valuable lessons for the public sector, especially in the context of services like voter verification.
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Fee-Free USSD Services: Several banks and financial institutions in Ghana offer USSD services that allow customers to check account balances, transfer funds, and even pay bills without incurring additional charges.
These services are designed to be user-friendly, ensuring that customers can access them regardless of their location or the type of mobile device they use. By eliminating fees, these institutions have removed a significant barrier to access, thereby encouraging widespread use of their digital platforms.
For instance, customers of major banks can check their account balances or transfer money using simple USSD codes at no cost. This fee-free approach has not only increased convenience for customers but also deepened their engagement with these digital services, making them an integral part of their daily financial activities.
The banking sector’s success in promoting digital adoption through fee-free services demonstrates the importance of making digital tools accessible to all users, particularly in building trust and long-term customer relationships.
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Enhancing Customer Experience: The private sector understands that in the digital age, customer experience is paramount. Offering free access to essential services is part of a broader strategy to build trust and foster long-term relationships with customers. By ensuring that digital services are accessible without financial barriers, private companies have been able to enhance the customer experience, leading to higher satisfaction and loyalty. This trust, once established, forms the bedrock of a sustainable digital ecosystem, where customers feel confident in continuously engaging with digital platforms.
In the context of USSD services, free access allows customers to interact with their service providers frequently and conveniently. This regular interaction builds familiarity and trust, making customers more likely to explore and adopt other digital services offered by the institution. The absence of fees thus acts as a catalyst for broader digital engagement—something that could be equally beneficial if applied to public sector services.
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Lessons for the Public Sector: The success of the private sector in offering fee-free digital services provides valuable lessons for public institutions like the Electoral Commission. If the goal of digitalization in governance is to enhance participation, inclusivity, and trust, then the government must consider the importance of removing financial barriers to access. Just as banks have successfully engaged their customers by offering free USSD services, the public sector could similarly boost citizen engagement and trust by eliminating fees for essential services like voter verification.