ISOKO: Digital Access to Public Services in Burundi
Project Description
The ISOKO Web Portal was developed to make key information on public administration procedures in Burundi easily accessible to all citizens—supporting ongoing national efforts to improve governance and public service delivery.
Traditionally, citizens were required to travel to Bujumbura to complete administrative procedures, often relying on intermediaries for guidance. With support from UNDP, the Ministry of Public Service, Labour, and Employment (MFPTE) partnered with CSF to create ISOKO, a one-stop online platform providing transparent and user-friendly access to information on government services.
The portal presents detailed, step-by-step descriptions of administrative processes in simple French and Kirundi, offers downloadable forms, and includes a help section, FAQ, and glossary to support first-time users. Optimized for ease of navigation and accessible even to users with limited digital literacy, ISOKO also features an address book with maps and photos of government offices to guide citizens to relevant locations.
CSF’s consultancy services included portal development, content research and translation, UX design, and the creation of a governance and cost-recovery strategy to ensure the platform’s long-term sustainability.
- Developed the ISOKO Web Portal, Burundi’s first centralized digital platform for public services.
- Digitized and simplified information on key administrative procedures for citizens.
- Enhanced transparency and accessibility of public administration processes nationwide.
- Produced multilingual content (Kirundi, French & English) for inclusivity and comprehension.
- Designed an intuitive and accessible user interface for first-time internet users.
- Strengthened citizen engagement and trust in government services through improved communication.
- Step-by-step guides for all major administrative procedures.
- Downloadable forms and supporting documents.
- Multilingual interface (Kirundi, French, English).
- Helpdesk, FAQ, and glossary for user assistance.
- Address book with maps, contact details, and photos of offices.
- Nationally branded visual identity reflecting Burundi’s culture and language.
