The National Information Technology Authority–Uganda (NITA-U) has broken ground on the first Service Uganda Centre in Gulu City, a move aimed at bringing government services closer to citizens through integrated digital and physical service delivery.
The centre, being established at a Posta Uganda facility, is part of the government’s broader digital transformation agenda under the UDAP-GovNet project and is being implemented in collaboration with the Ministry of Public Service, the Ministry of Works and Transport, the Ministry of ICT and National Guidance, and Posta Uganda.
According to NITA-U, the Gulu facility is the first of several regional hubs planned across the country, with similar centres expected to open in Mbarara and Tororo.
“These centres are a major advancement in bringing government services closer to the people,” said Hatwib Mugasa, Executive Director of National Information Technology Authority–Uganda.
“We recognise that many citizens still need trusted, nearby support to navigate online services with confidence. By consolidating multiple services under one roof, we are significantly reducing the cost and time citizens spend accessing public services.”
The centres will operate as one-stop service hubs by integrating the government’s UGHub platform with physical service desks. Citizens will be able to walk in and access a range of services, including passport and immigration processing, tax identification number (TIN) registration, company and business registration, as well as driving permit services.
Officials say the initiative is designed to bridge the digital divide by providing in-person assistance to citizens who may not have the skills, connectivity or devices required to access government services online.
Speaking during the groundbreaking ceremony, Hatwib Mugasa said the centres are part of efforts to ensure that government digital systems remain accessible to all Ugandans.
“We are removing the barriers of distance and digital literacy,” he said. “At NITA-U, we are not just building a network but a government that is closer to the people, and we are proud to be part of that transformation.”
Officials from the Ministry of Public Service welcomed the development, noting that integrated service centres could significantly improve efficiency in public service delivery.
“Once refurbished, the Regional Service Uganda Centres will serve as a model for integrated service delivery,” said Sarah Naluutu, Assistant Commissioner at the ministry. “With NITA-U spearheading the renovation and digital integration, we are confident that the centres will significantly enhance the delivery of e-government services.”
The rollout of Service Uganda Centres comes as the authority continues to expand digital infrastructure and service platforms across government agencies.
UG Support
Earlier this month, NITA-U launched UG Support, a unified customer service platform designed to improve ICT service management across ministries, departments and agencies. The system integrates service requests, incident management, system monitoring and AI-assisted support within a single interface connected to Uganda’s e-citizen ecosystem.
“This platform is not just about software; it is about improving how we serve our clients. We want to build trust, strengthen collaboration with government institutions and continuously improve service delivery across the country,” said Julian Rweju, Ag. Director E-Government Services, NITA-U.
Madeleine Mugisa, Service Delivery Specialist, NITA-U, said UG Support is fully integrated with Uganda’s e-citizen ecosystem. “As citizens access services through the mobile app and portal, they now have a direct, reliable channel to report issues and receive support, thus ensuring government services remain accessible, responsive and user-friendly at every touch point.”
On his part, Gessa Nathan Dawunah, Assistant Secretary- Legal, Ministry of Finance, said UG Support addresses a long-standing gap in how government entities manage ICT support. “It brings professionalism, speed and accountability to service delivery. This is the kind of innovation we need to make e-government truly work for citizens and businesses alike.”
Officials say the combined investments in digital platforms and physical service centres are expected to improve access, responsiveness and accountability in government service delivery nationwide.
