Why Uganda Could Become Africa’s Emerging BPO Hub: Shirley Gladys Nakyejwe Explains the Investment Opportunity
World Business Journal talks to Shirley Gladys Nakyejwe, Senior IT Officer and IP Specialist at the Ministry of ICT and National Guidance, about why investors should consider Uganda as an attractive destination for Business Process Outsourcing, the current state of the sector, and key infrastructure developments like the BPO Park in Entebbe that aim to create a supportive environment for this industry.
What makes the country an attractive destination for investors in Business Process Outsourcing (BPO)?
Our country is emerging as an attractive BPO destination in Africa, highlighted by the planned BPO park in Lunyo, Entebbe, approved by the cabinet and spearheaded by NITA-U. This initiative aims to create a supportive environment for BPO companies, offering incentives to attract investment and stimulate sector growth.
The youthful workforce and high English proficiency, with over 70% of the population under 35, are eager to learn and innovate, making it ideal for call centres, software development, and global customer support. They adapt well to new challenges, further improving their suitability for these roles.
We also have a robust pool of skilled graduates, with Makerere University alone producing over 10,000 graduates annually. With approximately 12 public universities and 40 private universities, this number ripples to approximately 114,000 graduates annually.
The strategic time zone (EAT, UTC+3) enables seamless collaboration with Asian markets for overnight operations, aligns closely with European markets (1–2 hours ahead of CET) for real-time engagement, and supports flexible scheduling with the Americas, facilitating 24/7 global operations.
Government support through a dedicated BPO policy provides incentives for both foreign and local investors, addressing operational needs and encouraging investment. We also prioritise skilling, reskilling, and upskilling graduates to meet industry standards; we partner with institutions like the Uganda Institute of Information and Communications Technology (UICT) to develop essential soft skills.
Finally, collaboration with development partners helps create business opportunities, connecting foreign investors with local partners for market expansion.
Which specific sectors or services are prioritised for BPO investments?
Our primary focus is on tech-driven BPO investments. The priority areas include software development, database management, and backend support for developers.
Given the interests of the young workforce emerging from universities, we are also focusing on graphic design and video solutions, which can be effectively executed remotely.
How many BPO companies are currently operating in Uganda?
We have a BPO database tracking over 243 entities in Uganda, including companies and freelancers. Business Process Outsourcing (BPO) involves outsourcing non-core operations to third parties to enable organisations to focus on core functions.
A recent survey identified 50 active firms employing approximately 10,000 people. Some entities, like advertising agencies, may not recognise their outsourced services as BPO. To address this, we are raising awareness through the National BPO Publicity Campaign.
