In Burkina Faso, the digitalization of administrative services is underway, with 272 online public service platforms available, of which 146 are operational since 2025. The government's goal is to make public services more accessible to citizens and businesses. However, the country's internet penetration rate stands at 22.4%, with 5.42 million active internet users as of late 2025. This digital divide poses a significant challenge to the widespread adoption of online administrative services.
Claudine Zongi, a woman with a physical disability, recently experienced the benefits of digitalization firsthand. She needed to obtain a police record to join an association for women with disabilities. Despite not having an Android phone or the necessary technical skills, she was able to obtain the record without difficulty at a police station. Her experience highlights that online services can reduce waiting times and travel, but accessibility and technical skills are essential.
However, not everyone has the same level of ease with online administrative services. Carole Hien, a pharmacy student, has an Android phone but lacks the technical skills to apply for a student loan from the National Education and Research Fund (FONER). She often seeks help from her older brother or pays 500-1,000 FCFA to someone who can assist her. Her experience illustrates the need for training and support to ensure that citizens can effectively use online services.
Brenda Bonko, another individual, has a phone and technical skills but has struggled to obtain a police record online. Despite multiple attempts, her requests were rejected, and she eventually had to seek help from her younger brother. Her experience highlights the technical difficulties that can arise when using online services, which can be frustrating and costly.
The Burkinabé government has launched a national portal that centralizes all online public services, providing secure access to 1,672 information sheets, 95 dematerialized procedures, and 183 public institutions. The government aims to extend internet coverage to 750 identified white zones, deploy 270 km of fiber optic cables, and establish mini-data centers. These efforts aim to improve access to online services and promote digital inclusion.
A survey of 14 individuals revealed that 78.6% have already used online administrative services, while 21.4% have not. The main difficulties cited were the lack of a smartphone or computer (28.6%), internet connection issues (21.4%), and the complexity of certain platforms (21.4%). These findings highlight the need for increased accessibility, technical support, and user-friendly platforms.
To ensure that digitalization is inclusive, stakeholders suggest organizing awareness campaigns, establishing assistance points, and providing training to citizens. The government and other actors must work together to address the challenges and limitations of online administrative services, ensuring that everyone can benefit from these services. By doing so, Burkina Faso can harness the potential of digitalization to improve the lives of its citizens.
Key points
- The digitalization of administrative services in Burkina Faso faces significant challenges, including limited internet access and technical difficulties.
- The government is working to extend internet coverage and improve online services, but more needs to be done to ensure inclusivity.
- Awareness campaigns, assistance points, and training programs can help citizens effectively use online administrative services.
