Ministry Department
Communication & Information Management Unit
Leveraging technology to enhance the tourism experience — system uptime, ICT support, data security, website management, and information dissemination.
Overview
About the Communication & Information Management Unit
The Communication and Information Management Unit is dedicated to leveraging technology to enhance the tourism experience in Uganda. It ensures the security and reliability of digital services, manages IT systems and services efficiently, provides adequate IT resources to staff, acts as a secure document repository for the Ministry, promotes information sharing within the Ministry and dissemination to the public, and maintains up-to-date IT policies and standards.
The Unit manages ICT support (99.9% uptime, 1-hour response), the Ministry website and digital platforms, data security and cybersecurity (encryption, backups, quarterly assessments), tourism information systems (TIMS), records management, and information dissemination. It adheres to ISO/IEC 20000 standards for all Ministry digital platforms.
Service Delivery Standards
What You Can Expect From Us
These standards are set out in the Ministry's Service Delivery Standards (SDS) for FY 2024/25–FY 2029/30, aligned with Vision 2040, NDP IV, and the PIAP for the Tourism Development Programme.
| Key Service | Service Standard | Timeline | Target Clients |
|---|---|---|---|
| Critical system uptime | 99.9% uptime during working hours | Continuous | Ministry staff, public |
| Scheduled maintenance | During off-peak hours with at least 48 hours notice | 48 hours notice | Ministry staff |
| Critical system updates | Complete within 24 hours of release | 24 hours | Ministry staff |
| IT support requests | Respond within 1 hour during working hours | 1 hour | Ministry staff |
| Support issue resolution | Resolve 80% within 4 hours of reporting | 4 hours | Ministry staff |
| Critical systems support (24/7) | Maximum 2-hour response time | 2 hours | Ministry staff |
| Daily data backups | Perform daily; monthly recovery drills | Daily | Ministry |
| Cybersecurity assessments | Conduct quarterly | Quarterly | NITA-U, MoICT |
| Hardware/software requests | Respond within 2 working days | 2 working days | Ministry staff |
| Website content updates | Within 1 working day of approval | 1 working day | Public, tourists, media |
| Public inquiries (digital) | Respond within 2 working days | 2 working days | Public |
| IT policy review | Review and update annually | Annual | Ministry staff |
| Business process automation | Automate at least 2 key processes annually | Annual | Ministry departments |
| IT project delivery | Deliver 90% on time and within budget | Per project | Ministry |
The Department at a Glance
99.9%
System Uptime
1
Hour Response Time
24
Hours for Critical Updates
2
Processes Automated/Year
Explore the Ministry
Learn more about the Ministry's structure, leadership and strategic objectives.