BookThe concept of governance in recent years has evolvedwith the
introduction of information and communication technologies
(ICT). Governments can now provide services without the
need for the traditional face-to-face interaction.This undoubtedly
represents a marked change; more so, for African countries
whose governance measures are increasingly measured
by their ability to reduce bureaucracy levels through the use of
e-governance.1 In this model, a government is expected to
incorporate three types of interactions namely: governmentto-
government (G2G), government-to-business (G2B) and
government-to-citizen (G2C).
It is not surprising therefore that e-government has become
an important theme and benchmark for the assessment of
development via the ability to facilitate government services
through ICT initiatives such as web portals. As most African
national regulatory authorities (NRAs) already have a website
or are in the process of establishing one, it is clear that this is
viewed as an important or necessary activity. A website provides
a fundamental window to realise the true spirit of egovernment.
A properly built website provides citizens and
other stakeholders with one of the best interfaces to the regulatory
agency. It allows for self-service around the clock and
reduces long queues and time as is evident in many African
government agencies. In addition, international and local businesses
can search for and even apply for certain facilities online
without having to make a physical journey to the government
agency. A website thus becomes a virtual representation of the
entire organization in cyberspace (Wattegama 2007).
As Mahan (2005) correctly observes, the importance of a
national telecom regulatory authority website can never be
underestimated. A NRA is one of the key government agencies
in any country. It is the apex body that is largely responsible for
the healthy growth of the telecom sector and the diffusion of
telecom services to the public at all levels. It serves a large
group of stakeholders varying from citizens and consumers to
incumbent operators and prospective investors. Regulators set
standards for transparency and accountability and thus, a
well-designed and informative website will also demonstrate
the extent and facility with which the NRA uses the technologies
and services it regulates. A well-maintained website
increases confidence in the regulator’s skills and capabilities
and thus provides a window upon which to evaluate the level
of e-governance within a country.
While there exists a plethora of e-government initiatives
taking place within African governments, supported by international
agencies, actual analysis of the type of services provided
using e-based technologies has received little attention
or speculation as to what constitutes effective components.
Focusing on African telecomregulatory authorities, this survey
follows from a similar study carried out during March-April
2004 (Mahan 2005)which focused on 22 AfricanNRAwebsites.
Unlike the previous study however, this study evaluates a total
of 30 countries out of 54 countries in Africa. The increase in
number no doubts marks an increase over the past four years
in the use of websites as a tool in regulation