Assessing User Satisfaction with G2B Digital Services in Lesotho

The Government of Lesotho has launched the “Competitiveness and Financial Inclusion” (CAFI) project, co-financed by the World Bank and the Global Risk Financing Facility. The initiative aims to improve access for MSMEs (Micro, Small, and Medium Enterprises)—especially those led by women and youth—to business support services and financial products. Building on the previous phase, the Private Sector Competitiveness and Economic Diversification Project – Phase II (PSCED II), the CAFI project also seeks to strengthen the digitalization of Government-to-Business (G2B) services, reduce inefficiencies, and improve service quality.

More details

The project entrusted to Lattanzio KIBS focuses on improving the quality of digital services for businesses (G2B) in Lesotho, through two main intervention areas: a baseline survey on user satisfaction and the development of an automated system for continuous monitoring of perceived service quality.

Specifically, Lattanzio KIBS is conducting a structured survey to assess user satisfaction with the digital services provided by four key institutions: the One Stop Business Facilitation Center, the Maseru City Council, the Central Bank of Lesotho, and the Lesotho Revenue Services. The activity includes the design of the methodology, development and digitalization of the questionnaire, sample segmentation and survey administration, advanced statistical analysis, and the drafting of operational recommendations using a SWOT matrix.

In parallel, Lattanzio KIBS is developing a fully automated digital system that enables the client to independently conduct future surveys. The system features user-friendly interfaces, customizable validated questionnaires, automated data collection, validation and analysis pipelines, and tools for data visualization and reporting. The project also includes a comprehensive in-person training program for both field operators and staff from the involved institutions.

Project Impact

Lattanzio KIBS’s intervention provides the Government of Lesotho with reliable and in-depth data on user satisfaction with public digital services, with a special focus on the needs of youth- and women-led MSMEs. The introduction of an automated system makes service quality monitoring more efficient, continuous, and sustainable over time, while also strengthening the internal capacities of the participating institutions.

Moreover, the project’s rigorous methodological approach and advanced statistical analysis offer solid evidence on which to build improvement actions, ultimately enhancing the transparency and accountability of public administrations toward the private sector.