Digital Transformation in Cabo Verde: The New Horizon

Cabo Verde has a big dream: to become a digital hub in West Africa. To achieve this, the country has invested in developing its Information and Communication Technologies (ICT) sector, with the aim of improving service quality by modernizing public services through digitization, facilitating access to information, and reducing bureaucratic hurdles for citizens and businesses and boosting the economy. The government aims to have 60% of public services digitized by 2026, with a goal to surpass 80% by 2030.

The country also invested in connectivity infrastructure and education, notably through the Weblabs program, which has enrolled nearly 14,000 students in fields such as web development, robotics, and digital marketing. Digital entrepreneurship is another key pillar, with Cabo Verde Digital fostering an innovation ecosystem to support startups and small businesses. The "Sikabadu" program aims to attract diaspora investment in tech-based businesses. The Núcleo Operacional da Sociedade de Informação (NOSi) has been a driving force of innovation in Cabo Verde, revolutionizing the tech sector with digital solutions that transform public administration and promote digital inclusion. The Cabo Verde Technology Park, with hubs in Praia and Mindelo, seeks to strengthen the ICT cluster and position Cabo Verde as an international services center.

Digital transformation holds even greater significance for countries with high emigration rates. In Cabo Verde's case, its diaspora is estimated at around one million people with Portugal being home to 48,885 Cabo Verdeans, who make frequent use of consular services. In the past, the inefficiency and delays in these services posed significant challenges, which had to be overcome in pursuit of modernizing public services.

Consular Portal: From a Challenging Past to a 100% Digital Future

The Cabo Verde Consular Portal is an online platform that has been providing services and information to Cabo Verdeans living abroad since February 2019. Over time, more options have been progressively added. In September 2023, its mobile app was launched expanding access to a wide range of services. The platform represents a significant transformation in how members of the diaspora interact with state services. Previously, the system was plagued by delays and inefficiencies, with the consular system facing challenges that hindered access to essential services. The implementation of digital solutions has completely changed this scenario.

As Octávio Correia, head of the Digital Transformation Project for Cabo Verde's diplomatic missions, explains: “In the past, the consular system was characterized by long waiting times, complicated bureaucratic processes, and poor communication, which led to frustration for many Cabo Verdeans in the diaspora.” Cabo Verde's Ambassador to Portugal, Eurico Monteiro, emphasized that this shift in approach and mindset was essential: "We were dissatisfied with how our services were functioning and the service we were receiving. Starting the embassy's digital transformation process became urgent because our service no longer met the expectations of our citizens."

Evandra Moreira, an emigrant to Portugal since 2019, appreciates the service provided, stating: "The experience of renewing my passport was fantastic. I applied yesterday and received my passport today. It's unbelievable. This service is fantastic."

With the digitization of services, a portal was created that eliminated inefficiencies and provided an accessible and intuitive platform. Supported by the Núcleo Operacional da Sociedade da Informação (NOSi) and its experience in Cabo Verde's e-governance systems, along with private companies, the Embassy also benefited from the political backing of the Cabo Verdean government. This allowed to overcome significant administrative bottlenecks, enabling the Portal to offer essential services outside of national borders.

Users can access a wide range of consular services anytime, anywhere. These include applications for passports, nationality, national identification cards, criminal records, powers of attorney, civil registry certificates, laissez-passer, driving license renewals, document authentication, visas, and more.

This transformation, which aims to reduce queues by 80%, decrease service times, and shorten the delivery period of final services, has introduced digital payment methods and ensured quality online communication with users. The Portal represents a future where all Cabo Verdeans, no matter where they are, have equal access to state services, reinforcing their connection to their homeland.

With the Portal operational, it also became essential to train consular staff and help them transition from a more traditional service model to one that requires a significant level of digital literacy. The focus now is on guiding users, promoting, and encouraging the use of the Consular Portal, to gradually reducing queues and improving the service experience.

“By applying a forward-thinking vision to our services, we've seen an increase of more than 45% in requests through our portal in the last year, which proves we made the right choice and gives us the foundation to continue innovating together.” - Eurico Correia Monteiro, Cabo Verde's Ambassador to Portugal.

The Consular Portal funded by the World Bank Group, is a success story, with 62% of applications processed within one day, more than 68% of payments made electronically, and the time taken to issue electronic documents reduced by 85%.

This model has inspired a broader project aimed at accelerating the integration of state digital services. The experience will be replicated on a wider public administration scale, and a single portal for the provision of online public services is being developed. This single portal, set to launch in January 2025, will incorporate the services of the Consular Portal and, gradually, all public administration services. This initiative will centralize and simplify access to public services, offering users a more efficient and integrated experience.

Cabo Verde's Digital Future is Today

The Cabo Verde Consular Portal aims to strengthen the foundations of the country's digital competitiveness and enhance the delivery of digital public services. In the realm of digital public services, the goal is to improve the state's capacity to provide better services across Government to Government (G2G), Government to Business (G2B), and Government to Citizens (G2P) interactions.

The digital future of Cabo Verde is indeed being shaped today. This is only the beginning of a journey that promises to bring opportunities and benefits to all Cabo Verdeans—both residents and those in the diaspora—as technology becomes a vital ally for sustainable and equitable development.