Purpose
This paper aims to explain the impacts of the ongoing digitization reform in Benin. It demonstrates that a well-conducted reform can reduce corruption, improve performance and bring citizens closer to the administration. It also highlights the elements needed to ensure the success of such a reform.
Design/methodology/approach
The impacts of the digitization of services and processes on both administrative structures and accountability mechanisms are described and discussed through the analysis of interviews conducted with government officials and key external stakeholders.
Findings
Findings indicate that the implementation of new technologies has created difficulties for public servants and that reaching out to the entire population is still proving challenging. However, the reform has helped prevent abuses and corruption in management, and it has raised hopes of improving the state–citizen relationship in the long run.
Originality/value
This paper adds to the research on digitization, accountability and state–citizen relationships in developing countries. It fills a gap in the literature by directly analyzing the relationship between digitization and public accountability in Benin.