EXECUTIVE SUMMARY
This report presents the findings of the study on Digital Access Enablers in Refugee and Hosting Communities in Uganda, commissioned by the National Information Technology Authority Uganda (NITA-U) and supported by the World Bank under the Uganda Digital Acceleration
Project (UDAP). The study aimed to assess the current digital ecosystem in Uganda’s 13 Refugee Hosting Districts (RHDs) and provide evidence-based recommendations for sustainable digital service delivery, including the establishment of 24 Digital Uganda Service Centers. The key objectives of the study were to:
i) Assess the policy, legal, and regulatory environment for digital service delivery in RHDs.
ii) Benchmark best practices from countries such as Germany, Sweden, Jordan, and Rwanda.
iii) Evaluate digital access and usage patterns, focusing on communication devices and connectivity.
iv) Identify digital literacy gaps, particularly among women, youth, and persons with
disabilities (PWDs). v) Determine the feasibility of establishing 24 sustainable Digital Uganda Service Centers. The study employed a mixed-methods approach, combining: Stakeholder consultations using Appreciative Inquiry and PESTEL analysis, Surveys, interviews, and focus group discussions across 13 RHDs and Kampala and Comparative analysis of digital service models from four benchmark countries. A total of 2,494 survey respondents, 110 key informants, and 450 focus group participants contributed to the study and a number of lessons were picked from the study which included;
i) Stakeholder engagement is crucial for successful implementation.
ii) Infrastructure gaps, especially in electricity and internet access, need urgent attention.
iii) Targeted digital literacy programs are essential, particularly for women and PWDs.
iv) Affordable device access is a major factor in bridging the digital divide.
v) Lessons from benchmark countries emphasize the role of public-private partnerships
(PPPs) and mobile digital service models.
In conclusion, the study highlights that digital inclusion in RHDs is feasible but requires strategic investment in infrastructure, literacy programs, and affordable devices. Key recommendations include:
a) Expanding broadband and electricity access through subsidies and public-private partnerships.
b) Developing inclusive digital literacy programs, particularly for women, youth, and PWDs.
c) Providing affordable devices through financing models or partnerships with
manufacturers.
d) Enhancing policy awareness and stakeholder engagement in digital inclusion initiatives.
e) Establishing 24 Digital Uganda Service Centers, with sustainability measures such as solar
power and PPP models.