The government through the Ministry of ICT and National Guidance launched the National Business Process Outsourcing (BPO) Policy and Publicity Campaign at Mestil Hotel, Kampala marking a significant step toward positioning Uganda as a global leader in the BPO industry, enhancing the country’s visibility to international investors while ensuring a structured approach to sector growth. In addition, the Policy is part of the broader Digital Transformation Roadmap that aims to accelerate Uganda’s economic development through technology and establish the country as a hub for digital services.
With Uganda’s youth population averaging 14.9 years and over 70% of those aged 18 to 35 struggling to find employment, the National BPO Policy offers a strategic solution. The Policy establishes a framework to promote and regulate the BPO industry, create employment opportunities, and encourage public and private sector adoption of BPO services. It provides an enabling regulatory environment to streamline business processes, minimize operational costs, and equip Uganda’s workforce with the necessary digital skills to meet the demands of the global outsourcing industry. By leveraging the country’s young, skilled labor force and favorable business environment, the Policy is expected to boost economic growth, improve service delivery efficiency, and increase GDP through investment and ICT-enabled service exports.
Speaking at the launch, Dr. Aminah Zawedde, Permanent Secretary of the Ministry of ICT and National Guidance, emphasized the importance of the BPO policy in tackling youth unemployment.
“Uganda’s young population represents our greatest asset, yet we face the challenge of creating enough employment opportunities for them. The BPO sector offers a solution by providing accessible and sustainable jobs, particularly for youth,” she said. “Through the National BPO Policy, we aim to empower our youth, reduce unemployment, and position Uganda as a leading player in the global outsourcing market.”
Dr. Zawedde further stated that the Policy is not just about creating jobs but also about developing a workforce that is ready for the digital age. “Our focus is on building the skills needed to excel in the global BPO market, ensuring that our youth have the tools they need to succeed in a rapidly evolving digital economy.”
The National BPO Policy is designed to make Uganda an attractive outsourcing destination, encouraging economic growth and creating job opportunities for youth and women. The Policy seeks to leverage Uganda’s expanding ICT infrastructure and highly skilled workforce to attract international clients, and investors, and foster local entrepreneurship in the BPO sector.
Key objectives of the Policy include enhancing Uganda’s competitiveness through capacity building, providing incentives for private sector participation, promoting innovation, and fostering partnerships between the government, educational institutions, and industry players. It also ensures inclusivity by offering opportunities for marginalized groups.
The government has significantly improved Uganda’s digital infrastructure, regulatory frameworks, and skills development programs to meet global standards. These efforts are complemented by the Digital Transformation Roadmap, which strengthens Uganda’s digital ecosystem and positions the country to compete in the global outsourcing market.
See also: ITU Secretary-General, Doreen Bogdan-Martin applauds Uganda’s Digital Transformation Roadmap
Prof. William Bazeyo, Chairman of the BPO Council noted that the BPO sector finally has a Policy that acknowledges its potential and sets the stage for exponential growth. He expressed confidence that the new Policy will transform public service delivery and create jobs, especially for Uganda’s youthful and educated population.
“The Policy we have launched will cause a lot of change,” he said.
In his remarks, Ambrose Ruyooka, Commissioner of Research and Development at the Ministry of ICT and National Guidance, explained that the BPO policy, approved by the cabinet in September 2024, provides a strategic framework to promote the BPO industry and stimulate the acquisition of services from local BPO companies by both public and private sectors.
The BPO sector in Uganda has already seen success. For instance, NFT Uganda has generated US$115 million (approx. UGX422.46 billion) in revenue over the past 15 years. “Imagine if we had 10 such companies. The impact on employment and the economy would be huge,” said Ruyooka.
The Ministry of ICT and National Guidance is committed to supporting the growth of the BPO sector through continued improvements in digital infrastructure, training, and skills development. By combining the BPO policy with the Digital Transformation Roadmap, Uganda is set to thrive in the increasingly competitive global market for outsourcing services.
Hon. Dr. Chris Baryomunsi, the Minister of ICT and National Guidance said, there’s a unique opportunity to leverage the global demand for BPO services and create sustainable employment for the youth. “Through strategic partnerships, investments in training, and the right policies, Uganda will become a leading hub for BPO services, driving economic growth and improving the lives of our people,” he concluded —while reiterating that Uganda’s highly educated and multilingual workforce provides a solid foundation for the country to become Africa’s top outsourcing destination.
In addition to the Policy, the Ministry also launched a National BPO Publicity Campaign to raise awareness about the benefits and opportunities within the BPO sector.
Dr. Zawedde highlighted the National BPO Publicity Campaign’s role in amplifying Uganda’s global presence in the outsourcing sector and encouraged Ugandan entrepreneurs and businesses to formalize their operations to take full advantage of the expanding BPO sector.
“Through multimedia channels such as documentaries, podcasts, and social media, this campaign will showcase Uganda’s strategic advantages in BPO, as well as the country’s rich cultural heritage and tourism potential,” she noted. “We will actively engage with stakeholders nationwide to foster a deeper understanding of how BPO can transform lives and businesses.”
The National BPO Publicity Campaign will emphasize Uganda’s thriving digital economy, innovation-driven entrepreneurial culture, and rich tourism appeal, reinforcing the country’s position as Africa’s premier outsourcing hub.
The complete National BPO Policy document can be accessed on the Ministry of ICT and National Guidance website and the government is encouraging all stakeholders to review the Policy.
