Judul : Why Digital Transformation Feels Superficial
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Why Digital Transformation Feels Superficial
By Joseph Osapah MANKOE Jnr
\xa0A more detailed examination of the distinction between digitization and authentic business model transformation
Digital Conversation vs. Digital Life
In the business world of Ghana, "digital transformation" has emerged as a popular term often used in board meetings and planning discussions to represent "automation," "technology improvements," or "moving online." However, underneath the jargon, much of the work is still superficial technology applied on top of traditional business methods.
Purchasing software does not equate to transformation. Uploading forms onto a website does not represent innovation. Introducing a WhatsApp line does not render a business digital-first.
As per the NCA's Q1 2024 Communications Statistical Bulletin, Ghana's mobile phone usage rate has surpassed 107%, indicating that there are more active SIM cards than residents. However, this level of connectivity has not led to significant digital advancement. Just 55% of connected devices are smartphones, meaning almost half of mobile users still depend on basic or feature phones, preventing them from fully accessing app-based or data-intensive digital services.
In other words, Ghana could beconnected, but it isn’t transformed.
The Cosmetic Upgrade
Consider the banking industry. From 2020 to 2022, many banks enthusiastically introduced "digital" branches, intelligent ATMs, and similar innovations. However, behind those glass facades, most organizations continue to rely on manual reconciliation, paper-driven internal approvals, and human involvement to finalize what are supposed to be "online" transactions.
Consider mobile banking applications launched between 2019 and 2023. Several of them mirror existing USSD services, offering features like balance inquiries, money transfers, and bill payments without enhancing user experience or supporting data-informed service development. It might be effective, but not truly transformative.
In the meantime, Ghana's mobile data traffic increased by 16.7% compared to the previous year, surpassing 512 billion MB in the first quarter of 2024. Meanwhile, the average data consumption per user saw a slight rise, moving from 19.48GB to 21.65GB. This increase is attributed to entertainment and communication activities rather than productivity or business digitalization.
The digital ticketing project at transportation hubs, introduced in 2023, follows a comparable pattern. Although it transitioned ticket sales to an online format, the fundamental business approach — including lines, pricing regulations, and supplier interactions — stayed unchanged. In certain areas, drivers continue to take cash, and ticket clerks still maintain control. This is digitization, not real change.
The Business Model Shift
True digital transformation goes beyond simply adopting technology — it involves rethinking how value is generated. Kenya’s M-Pesa and Nigeria’s Flutterwave and Paystack did not merely transition payments to a digital format; they transformed the entire process of conducting business.
In Ghana, some organizations suggest this more profound transformation:
- MTN Ghana – From 2020 to 2024, MTN's strong focus on fintech (including MoMo, Ayoba, and open APIs for developers) transformed its role from a telecom provider to a digital ecosystem facilitator. The company currently holds more than 74% of the mobile voice market and 80% of mobile data usage, illustrating how a single company's platform can influence national digital access.
- CalBank – In 2023, through its CalPay and API banking efforts, CalBank has made its systems available to fintech companies and businesses moving away from the concept of "bank as an institution" toward "bank as a platform."
- Ghana.gov – Initially introduced as a payment platform in 2021, it has now been incorporated into processes related to passports, DVLA, and other procedures, suggesting a real transformation in how government services are delivered to citizens.
Machine-to-machine (M2M) subscriptions — a key driver of the Internet of Things — increased by 34.98% compared to the previous year, highlighting the underlying infrastructure development beneath Ghana's digital landscape.
Why is the change slowing down?
So why does much of Ghana's "digital advancement" still seem superficial?
Leadership without digital literacy– Many executive offices still endorse "IT projects" instead of "business transformations." The question posed is,What will be the price? instead of What will be the impact on our supply chain?
Fragmented digital efforts– Departments digitize independently. HR introduces an online leave portal, Finance implements a new ERP system, and Marketing launches a social media page — but none of these efforts integrate to transform the broader customer or employee experience.
Fear of disruption– Organizations protect traditional power structures and revenue streams. Technology is frequently used to maintain existing procedures rather than questioning them.
Regulatory hesitation– Regulatory organizations like SEC, BoG, and NCA continue to be cautious — typically justifiably so — but extended caution hinders progress. For instance, by mid-2024, digital asset regulations were still under consideration, hindering fintech development.
Meanwhile, the adoption of fixed broadband stands at only 0.36%, while services such as Telesol, which offer wireless broadband access, have less than 1,500 users across the country, reflecting a 96% year-on-year drop. These disparities highlight how inconsistent infrastructure and policy shortcomings hinder progress outside urban centers.
From Technological Enhancements to Genuine Change
True change goes beyond tools and applications — it needs adeep cultural resetin our approach to service, worth, and individuals.
- Integrate digital mindset into strategy, not just individual projects.Business transformation should influence core operations from the highest level, rather than being merely an item on the IT department's list.
- Evaluate achievement based on influence, not deployments.Monitor the number of modified processes, rather than systems implemented. Focus on user satisfaction, rather than server storage.
- Empower local innovation.Colleges, new companies, and government organizations need to work together to experiment, make mistakes, and improve. This is how environments develop and grow.
Ghana's digital environment presents both potential and contradictions. Having 24.35 million active data users, even a 10% move towards digital payments, learning, or healthcare could bring millions into the digital economy. The necessary infrastructure is available — what is lacking is integration, foresight, and cultural adaptability.
Josephis an experienced IT and Digital Infrastructure professional with significant expertise in cybersecurity, system design, and strategic technology management within the financial industry. He is currently the Head of IT at Merban Capital, as well as a Group Digital and Infrastructure Consultant, where he oversees transformation projects involving infrastructure upgrades, data governance, and network security.
Provided by SyndiGate Media Inc. (Syndigate.info).Demikianlah Artikel Why Digital Transformation Feels Superficial
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