Digital Transformation Change Management Strategy for the Public Service in Zambia

Digital Transformation Change Management Strategy for the Public Service in Zambia, developed by the SMART Zambia Institute and the Electronic Government Division, aims to guide the country’s digital transformation from 2023 to 2026, emphasising the need for a systematic change management approach in the public sector. This strategy addresses digital adoption challenges and seeks to improve the effectiveness and efficiency of service delivery across government bodies by focusing on four key elements: People, Structure, Technology, and Culture.

Key aspects include:

1. Background and context:
   • The strategy is aligned with Zambia’s Vision 2030, which aims to transition the country to a prosperous middle-income status. It leverages existing frameworks like the Electronic Government Act of 2021.
   • Digital transformation is seen as essential for modernising public services and making them more accessible and efficient.
2. Objectives and strategies:
   • The primary objectives are to increase the adoption of digital services, improve access and utilisation by the general public, and strengthen leadership and coordination within public bodies.
   • Specific strategies include promoting digital literacy, raising awareness, addressing cultural and mindset barriers, and improving digital infrastructure.
3. Implementation framework:
   • The strategy outlines roles for various stakeholders, including the Executive Steering Committee, Technical Steering Committee, and Change Management Committee. Each group has specific responsibilities in guiding, coordinating, and monitoring the transformation process.
   • An implementation matrix defines annual targets, activities, and estimated costs to ensure that digital transformation goals are systematically achieved.
4. Challenges and situational analysis:
   • The document identifies barriers such as low digital literacy, resistance to change, inadequate ICT infrastructure, and cultural issues. It emphasises the need for targeted training, community engagement, and continuous assessment of progress.
5. SWOT and PESTLEI analysis:
   • The strategy includes environmental analyses to evaluate internal and external factors influencing digital transformation, such as political stability, economic resources, social readiness, and legal frameworks.
   • These analyses help in shaping interventions that consider Zambia’s unique socio-political landscape and economic conditions.
6. Vision and principles:
   • The vision is to provide secure, quality, and universally accessible digital services to Zambian citizens. Guiding principles include transparency, inclusiveness, accountability, and a citizen-centric approach.

The strategy is designed to build a more connected, efficient, and digitally capable public service, aiming to meet the evolving needs of citizens and improve service delivery across all levels of government. It highlights the importance of leadership, stakeholder engagement, and a clear implementation framework to achieve digital transformation.