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Flagship · Technology, Data and AI
Evaluation of Digital Public Services
Independent evaluation and indicator verification of digital public services, from digital health systems to eCitizen-type platforms, measuring uptake, quality, inclusion and value.
- Sector
- Technology, Data and AI
- Typical timeline
- 10 to 16 weeks
- Delivery
- Onsite or virtual
- Deliverables
- 6
The problem
Government is moving services online at speed. eCitizen is the single payment and access gateway for national services, Maisha Namba is becoming the identifier that follows a citizen from birth, and the Digital Health Act, 2023 and its 2025 regulations require facilities and counties to report into a national health information system. Reported results tend to count transactions and systems launched rather than whether citizens receive a better, fairer service. Paper processes can persist alongside digital ones, and the people least able to go online are the least visible in platform data.
Funders and accounting officers need independent evidence. In 2025 Policy Oracle carried out indicator verification for PATH International's digital health pilot in maternal care. We apply the same discipline to any digital public service: define what success means, verify the data behind the dashboard and measure whether the service reaches the people it was built for. The same questions apply to county revenue, licensing and health platforms.
Policy anchors
- Digital Health Act, 2023
- Digital Health (Health Information Management Procedures) Regulations, 2025
- Kenya National Digital Master Plan 2022-2032
- Data Protection Act, 2019
How we work
Theory of change and indicators
We agree what the digital service is meant to change for users and the institution, and set indicators for uptake, completion, turnaround, quality, inclusion and cost.
Data verification
We test platform and dashboard figures against source records, facility registers and transaction logs, and document discrepancies and their causes.
User and frontline evidence
We survey and interview citizens, patients and frontline staff, with deliberate sampling of rural, older, disabled and low-income users.
Value and compliance review
We assess cost per transaction and claimed savings, and check data protection, interoperability and security against the applicable law and standards.
Findings and learning
We report results with clear recommendations and, where useful, build a monitoring framework the institution can run itself.
- Evaluation framework and indicator reference sheets
- Data verification report with discrepancy analysis
- User experience and inclusion findings
- Cost and value analysis
- Evaluation report and policy brief
- Routine monitoring framework and dashboard specification
Ministries, county departments of health and ICT, the agencies that run digital platforms, and development partners funding digital public services.
Questions clients ask
Have you done this kind of work before?
Yes. In 2025 we carried out indicator verification for PATH International's digital health pilot in maternal care, and in 2024 we developed a syndemic surveillance and indicator verification framework for the National Syndemic Diseases Control Council. Both engagements turned on whether reported data could be trusted.
Can you evaluate a system while it is still being rolled out?
Yes. A formative evaluation during rollout finds problems while they are cheap to fix, and sets the baseline for a later impact evaluation.
How do you handle personal data during an evaluation?
We work under a data sharing agreement, collect only what the evaluation needs and de-identify data before analysis. We follow the Data Protection Act, 2019 and, for health records, the Digital Health Act, 2023.