Radio and SMS have been found to be effective in engagement between governments, civil society and citizens in East Africa as opposed to web and internet enabled phone applications.

This is according to an iHub Research study The ICT and Governance in East Africa, which found solutions such as mobile apps are only popular for those interested in technology, especially in urban areas.

"Of the tools and initiatives in this study, it was found that using ICT tools for governance is most effective in cases where low-cost and non-internet based methods and tools such as radio and mobile phones (feature phones) are used, and in areas where forums exist for citizens to physically meet then follow up on issues raised using ICTs," the report said.

An example of this trend is radio listenership across Kenya. According to research by Kenya Audience Research Foundation (KARF), radio listenership in the East African country covers over 90% of the population.

This in contrast to internet access, which reaches 64% of the population, according to the latest Communication Authority statistics.

Most civil society organisations use toll free lines such as Transparency International in Uganda and in Kenya. Basic phone services such as texting and calling are popular within the rural population.

Reaching out online

However, East African governments are availing to citizens internet based portals to provide services.

Various government bodies across East Africa have initiated internet based services such as online tax returns and registration services.

The report adds, "Government is more geared towards offering service delivery ICT tools more than any other in our areas of focus. A dominant area of focus in service delivery using ICT is payment services for utilities such as electricity, water and taxes."

But social media has also seen an uptake in the urban areas as a forum to discuss issues on governance across East Africa. Leaders have also established great following in social media platforms.

"Citizen participation in governance through social media is focused on expressing opinions on different governance issues. The level and quality of interaction of citizens on governance issues is higher on Twitter than it is on Facebook for these civil society run initiatives," the report added.

Among its recommendation, the study encouraged governments and civil society organisations to study the best method of delivering information to the public before implementation. It also recommended that the implementers of ICT initiatives in governance should be conducted.

In terms of the use of ICT tools, the study said that, "Non-internet based ICTs used in governance such as mobile phones and radios need to be integrated more in ICT and governance initiatives since they are the most widely used and most accessible to the East African population. While mobile and web applications are useful, they are yet to reach critical mass."

The report encouraged government and civil society organisations to reach out to those who are tech savvy and have access to mobile and web applications.