Case Study: Botswana 1Gov Platform Assessment

Botswana aimed to create better, faster digital public services in 2023. The nation’s digital team, supported by the EU support to Digital Transformation in Botswana Project led by Expertise France and implemented together with ESTDEV and HAUS, concentrated on enhancing 1Gov, a central online portal designed to provide citizens with convenient access to government services.

But there were significant issues with the platform. System instability and poor agency integration were among the technical problems. A lack of clear roles and procedures was undermining effective management and service delivery. There was also little public uptake.

The government required a professional, unbiased assessment of the platform’s current condition and future challenges to proceed. ADM was hired by ESTDEV and Botswana’s digital team to conduct a thorough analysis and offer a course of action.

Our Approach in Action

ADM put together a team of digital government experts to assess how ready the 1Gov platform was technically and practically. We drew on our experience from Estonia’s well-known e-governance systems but shaped our approach to fit Botswana’s needs.

We started by talking to the people closest to the platform: government IT teams, 1Gov developers, civil servants, and everyday users. These interviews gave us a well-rounded picture of how the system was working and where it wasn’t.

Next, we reviewed whatever documents were available: technical architecture, project plans, and policies. When documentation was missing, we filled in the gaps by drawing on lessons from similar projects we’d worked on worldwide.

We also tested the platform by directly logging in, trying out services, and mapping how different parts of the system connected. Throughout, we applied proven principles from Estonia’s digital model, like secure data exchange, user-first design, and interoperability. But every recommendation was adjusted to fit Botswana’s reality. For instance, while Estonia uses a national digital ID, we proposed solutions that worked with Botswana’s current ID system and internet infrastructure.

Teamwork That Made It Work

Strong collaboration was key to making this project work. From day one, ADM worked hand-in-hand with Team Europe team and Botswana’s digital stakeholders. Together, we agreed on clear goals and reporting needs, making sure our assessment would support broader Team Europe digital efforts in the country.

Both on-site in Gaborone and remotely, we stayed closely connected with the Ministry of Communications, the SmartBots programme team, and local IT partners involved in 1Gov. We held daily check-ins to share progress, test assumptions, and keep everything transparent. This consistent communication helped build trust. Botswana’s experts felt comfortable speaking openly about challenges like tight budgets and limited skills, which helped us get a more honest and accurate picture.

Of course, the work came with its challenges. A big one was missing documentation. Over time, the 1Gov platform had evolved without much written record. To work around that, we relied on live system walkthroughs and conversations with those who knew the platform best, essentially reverse-engineering how things worked.

Time was also tight. We had just a few weeks to deliver a full assessment before the next planning cycle. To meet that deadline, we moved fast: dividing tasks across our team. Security, infrastructure, user experience and working in parallel using agile methods. We focused on what mattered most, tackling the biggest technical gaps and organisational roadblocks first.

Even when things didn’t go to plan, like when a key workshop had to be cancelled due to availability, we stayed flexible. We switched to email and shared docs for Q&A, making sure we still got the input we needed without slowing things down.

Results and Impact

ADM delivered a clear, practical report that showed where the 1Gov platform stood and what needed to happen next. Technically, we highlighted key issues, including the need to upgrade the server infrastructure for better reliability, and the benefits of adding a unified data exchange layer to improve how ministries share information.

We also tackled organisational gaps. Our recommendations included setting up a dedicated governance structure for 1Gov, clearly assigning service ownership within ministries, and boosting local IT capacity through targeted training. The report provided a prioritised action plan, combining long-term steps with quick wins.

The impact was felt quickly. Botswana’s digital leadership used our findings to shape the next phase of 1Gov. Actions like purchasing new server hardware and starting civil servant training sessions were put in motion soon after.

The report also made waves beyond the core team. It was featured during an EU–Botswana digital dialogue as proof of real progress in the country’s digital transformation. Our insights helped spark wider discussions around funding and support, giving both Botswana and its international partners, including the European Union, more confidence in the 1Gov programme’s direction.

This project showed not just results, but the power of international collaboration. It strengthened Botswana’s credibility as it pushes ahead with its SmartBots digital strategy and highlighted a partnership model that others in the region can build on.

Lessons Learned and Points of Pride

This project gave our team valuable lessons and more than a few moments to be proud of. Here’s what stood out:

Smart Work, Fast Results

We showed that a full platform assessment can be done quickly without cutting corners. By working as a focused team, using proven methods, and dividing responsibilities smartly, we delivered a thorough review in just a few weeks. That speed, without losing depth, is something we’re proud of.

Local context makes a difference

Working in Botswana reminded us how important it is to understand the local environment. We took the time to learn how people work, communicate, and make decisions. That helped us get honest input and make sure our recommendations were realistic. Instead of suggesting a brand-new system, we focused on improvements that fit with the tools and skills already in place and that made a real difference.

Learning goes both ways

Botswana’s curiosity about Estonia’s digital journey brought great energy to the project. Their interest in digital identity, secure data exchange (X-Road), and public adoption of e-services turned our work into a two-way exchange. For us, it was rewarding to see Estonian experience spark new ideas. For them, it opened doors to local solutions. That shared curiosity and openness became a real highlight of the project.

Real-World Impact Across Sectors

The 1Gov project proved that even complex digital transformation challenges can be solved quickly and effectively when local context, the right people, and a clear focus come together.

Building on this experience, ADM has supported organisations across multiple sectors, from public digital platforms to retail and real estate, in improving their digital services, infrastructure, and user experience.

Our work consistently delivers measurable results: stronger system reliability, more efficient processes, and better digital experiences for end users.

Explore some of our other projects:

• ITK: A more user-friendly Perekool platform
• Leveraging Drupal for Enhanced Local Government Portals
• Digitalising Kenya’s national birth registration service

If you’re looking for a trusted partner in digital transformation, ADM combines global experience with local insight to turn ideas into measurable impact. Contact us to learn more.