Introduction

Togo is gradually establishing itself as a West African country committed to transforming its public administration through digital technology. By digitizing public services and using technology in social policies, the country aims to make public administration more accessible, efficient, and transparent. This transformation is already producing measurable results. In 2024, the national public services portal processed more than 400,000 requests, four times more than during its first year of operation, while more than 60 new services were added.

A Gradually Digitized Public Administration

This transformation is largely based on the national public services portal, which allows citizens to complete various administrative procedures remotely. In 2024, more than 60 new procedures were added, covering areas such as civil registration, justice, trade, security, and energy. The government ultimately aims to digitize at least 75 percent of public services. This development reduces the need for travel, shortens processing times, and limits some of the difficulties traditionally associated with administrative procedures. It also helps strengthen the traceability of processes and improve interactions between citizens and public institutions.

Digital Technology Serving Social and Economic Inclusion

The Novissi program particularly demonstrates the potential of digital technology in public policy. Launched during the COVID-19 pandemic, the program enabled financial assistance to be transferred directly to vulnerable populations through mobile phones. By August 2021, more than 920,000 people had benefited from the program, demonstrating the country’s ability to use data and mobile technologies to respond rapidly to a crisis. At the same time, the national portal continues to integrate new services. In 2024, electricity-related procedures were added, allowing users to submit certain requests and complaints and make payments online.

Encouraging Progress, but Persistent Challenges

Despite significant progress, the challenges of digital transformation should not be overlooked. In the United Nations 2024 E-Government Development Index, Togo ranked 161st out of 193 countries, highlighting continuing difficulties related to infrastructure, digital skills, and the availability of online services. Infrastructure financing therefore, remains a major challenge. In 2024, the World Bank approved $100 million to accelerate Togo’s digital transformation, including plans to connect around 8,000 public institutions to high-speed broadband and improve Internet access for more than one million people.

Conclusion

Togo demonstrates that digitalization can become a powerful tool for modernizing public administration, promoting social inclusion, and improving public sector efficiency. However, its ambition to become a regional reference will depend on its ability to reduce the digital divide, strengthen citizens’ digital skills, protect data, and ensure equal access to digital services. The next step should therefore not simply be to digitize more services, but to build a digital administration that is genuinely accessible, reliable, and inclusive.