This week, the current Ghana Government administration “launched” its CitizenApp, a mobile app meant to help users digitally access government services online.
The app, which is currently available on the iOS and Google Playstore, offers various features including access to essential services, payments for public utilities, and engagement with government agencies.
However, there has been some controversy with the recent app launch with most online users stating that the “new” app is just a rebrand of the “Ghana Gov” app.
The app itself has some issues that need ironing out.
In its current iteration, users can do the following
- Pay ECG Bills
- Pay Water Bills
- Check Car Insurance Status
- Pay Personal Tax and Custom Declaration Bill
- Pay Police Fines
- Check SSNIT Status
- Check and Pay Property Rates
- Pay and View Business Operating Permits
- Pay Market Tolls
- Check Job Listing
Most of the above features are currently doable on separate platforms including the Ghana.Gov platform, both ECG and Ghana Water mobile apps, and the SSNIT online portals.
The CitizenApp consolidates all the above features and puts them on a single platform.
During the launch, it was noted that users could apply for a passport or register a business through the app. At the time of this publication, those features were not available for testing.
For the uninitiated, the app experience can be a bit overwhelming considering that the app doesn’t have a good “onboarding” process.
After using your GhanaCard and phone number to sign in and verify, you’re presented with the app with no tutorial or guide on how to use the app.
First-time users may find it difficult to access specific services easily.
Moreover, there is no “help” section to better understand the services and features presented on the app.
Currently, the app is only available on smartphone devices with no “offline” features for users who may not be able to afford a smartphone or have consistent access to data.
The app also has limited accessibility for individuals with disabilities no voice commands, screen reader support, and other features that enhance usability for people with visual or motor impairments.
There’s no feature for inputting feedback for the app unless you want to leave a comment on the app store page.
A feedback input feature would help users to input issues with the app and help the developers know what to tackle next as far as priority.
Ghana’s CitizensApp has the potential to improve government-citizen interaction, but it suffers from some flaws in user experience, especially for an app that is targeted at all citizens.
While the idea behind the app is commendable, these shortcomings undermine its overall utility and public trust.
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techlabari.com
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