Liranz Limited was engaged to support the Government of Sierra Leone in strengthening its national digital ecosystem through the development of Digital Service Standards (DSS) and a comprehensive Public Service Delivery Assessment. The project aimed to elevate the quality, accessibility, and efficiency of government-to-citizen (G2C), government-to-business (G2B), and government-to-government (G2G) services across the country.

Through a blend of international benchmarking, stakeholder engagement, institutional assessment, and capacity-building interventions, Liranz delivered a framework that positions Sierra Leone to accelerate its digital transformation agenda and improve the overall citizen experience.

 

Project Scope

The initiative was designed to enhance digital service delivery in Sierra Leone by creating a unified, fit-for-purpose set of digital service standards based on global best practices. It also sought to assess the current state of public service delivery both digital and non-digital to identify gaps, challenges, and opportunities for innovation.

The overarching goal was to provide government institutions with practical tools, guidelines, and strategic direction to design and implement high-quality digital services that are secure, accessible, citizen-centric, and aligned with the country’s development priorities.

 

Project Objectives

The assignment focused on two major components:

 

1. Development of Digital Service Standards (DSS)

Liranz led the end-to-end development of a comprehensive Digital Service Standards framework, crafted to align with global benchmarks while remaining contextually relevant to Sierra Leone’s public sector.

Key activities included:

Developing a full suite of Digital Service Standards and guidelines

These standards were tailored to the local context and designed to improve:

The final DSS package included step-by-step guides, toolkits, and templates to support easy adoption and compliance by Ministries, Departments, and Agencies (MDAs).

International benchmarking and best-practice review

A comprehensive review was conducted using at least four global references, including:

This ensured the developed standards were world-class, future-proof, and reflective of modern digital government trends.

Designing a DSS governance and compliance oversight framework

Liranz proposed a clear governance structure to guide:

This governance model strengthens digital maturity across the public sector.

Developing a national roadmap for DSS adoption

The roadmap outlined:

This ensures sustainable adoption and long-term institutionalization of the standards.

Training & capacity building

Liranz conducted three hands-on training sessions, each hosting 30 participants. Training focused on:

These sessions empowered government officers to confidently apply the standards in real-world scenarios.

 

2. Public Service Delivery Assessment

The second component focused on evaluating the performance, accessibility, and effectiveness of Sierra Leone’s current public service ecosystem, across both digital and traditional channels.

Core activities included:

Mapping and evaluating 30+ high-impact public services

Liranz reviewed a mix of G2C, G2B, and G2G services, both digital and non-digital in order to assess:

This analysis provided clear visibility into current challenges and reform priorities.

Institutional and human capacity assessments

Assessments were conducted across all Ministries and at least five key implementing Agencies/Departments to determine:

The findings informed targeted recommendations for capability enhancement.

Stakeholder engagement to capture citizen and business perspectives

Liranz engaged diverse groups, including:

• Government officials
• Citizens
• Business owners

These engagements identified expectations, needs, challenges, and priorities regarding public service delivery.

Large-scale nationwide surveys

Two major surveys were conducted:

• 1,000 citizens
• 300 businesses

Surveys focused on:

The results helped shape data-driven recommendations for service improvement.

Recommendations for enhancing service delivery

Liranz provided clear, actionable strategies to improve the accessibility, efficiency, and quality of public services through digital channels. This included:

Capacity-building workshops

Liranz organized three workshops with government stakeholders focusing on:

Impact and Expected Outcomes

This project laid a strong foundation for Sierra Leone’s journey toward a modern, efficient, and citizen-centered digital government. The Digital Service Standards provide government institutions with a unified framework for designing high-quality services, while the Service Delivery Assessment identified critical reforms required to improve user experience.

Together, these interventions enable the Government of Sierra Leone to: