Cross section of Government ICT officials

This morning, the National Information Technology Authority Uganda (NITA-U) launched
the Government of Uganda helpdesk, Service Desk. Government IT officials were hosted to a breakfast at Royal Suites, Bugolobi, where a customer service engagement was undertaken and feedback sought on their service experience with NITA-U.

The Service Desk has been established to be the Single Point of Contact (SPoC) for IT service delivery to all Ministries, Departments, Agencies and Local Governments. Its purpose is to help to streamline operations and create efficiency through tracking and timely resolution of requests, incidents, and problems relating to the services provided by NITA-U which in turn is expected to improve customer satisfaction through timely responses and escalations of user requests, shorter resolution times and availability of multiple communication channels.

Speaking at the engagement, NITA-U’s Executive Director, James Saaka shared that, ‘This is part of an effort to offer bespoke customer support, discreet and confidential services and cut down on the time that would otherwise be spent calling different members of NITA-U to get assistance.

‘At NITA-U, we shall always ensure that Government of Uganda embraces technology to create innovative solutions that allow our Ministries, Departments, and Agencies to focus on their core mandates/tasks as we enable their technology needs,’ he added.

Government IT officials will now channel all their requests/queries to the following
channels:

  • Email – servicedesk@gou.go.ug
  • Phone numbers – +256772186449/+256417801053/ +256781791141
  • Skype – NITAUServiceDesk

The launch of the Service Desk will go a long way in ensuring that Government Ministries, Departments & Agencies and Local Governments have the right level of technical support as they roll out online Government Services to Citizens of Uganda.