From children up to adults, the phone is the single biggest driver in a family. When governments understand this, and a culture change is made, this is when digital transformation can truly begin.
If you look at the drivers of digital transformation, we have to look at the customer experience, or in this case, the citizen experience. In the sense that public services have to adapt and have to be personalised to the citizen, as we see in the private sector.
So getting a passport, getting a licence, applying for an ID has to be as easy as using your phone and downloading an app. Technology has advanced so much that a farmer in Angola has access to the same information as the President of Angola.
Therefore it is crucial for governments to understand the citizen experience and also to apply policies the enable this experience.