Transitioning URSB towards digital service delivery required managing significant organisational change.
Recognising the potential resistance it would receive from both staff and business owners, Mercy Kainobwisho prioritised clear communication, comprehensive training programmes, and involved team members in the change process.

Mercy Kainobwisho is a Ugandan lawyer, business administrator, and corporate executive, currently serving as the Registrar General of the Uganda Registration Services Bureau (URSB), a role she has held since December 2020. She is also the Official Government Receiver. Prior to this role, she was the Director of Intellectual Property.

Kainobwisho holds a Bachelor of Laws from Makerere University, a Master of Laws in Intellectual Property from the University of Turin, and a Master of Business Administration from Makerere University Business School.
Last year, she received an award as the 2024 Outstanding Public Officer of the Year award by the KACITA Quality Awards. Beyond her professional endeavours, she is passionate about youth mentorship, skilling, and supporting vulnerable communities. She talks about her work, passions and what the award means to her.

Tell us about how long you have held your current position and what the journey has been like so far.
I have had the privilege of serving as the Registrar General and Executive Director of the Uganda Registration Services Bureau (URSB) since December 2020.
This experience has been equally challenging and rewarding. I found the organisation heavily reliant on manual systems, with people often waiting in long queues for hours to fill out a few forms and receive stamps that marked the completion of the business registration process. However, it has also been incredibly rewarding, as we’ve managed to transform URSB during my tenure, by fully transitioning to online systems. Leading a dedicated team, we have focused on digitising our services, simplifying processes, and promoting a culture of innovation to better serve our stakeholders.

What would you say have been some of your great achievements?
Under my leadership, URSB has achieved several notable milestones. We have successfully implemented digital solutions that have simplified business registration processes, making them more accessible and efficient for entrepreneurs across the country.
We also received recognition as Government Agency of the Year 2024. This accolade reflects our commitment to excellence in public service and emphasises the impact of our reforms.
Thirdly, by prioritising capacity building and professional development, we have cultivated a motivated workforce dedicated to delivering exceptional service.

What about some of the failures faced? Looking back at those, what would you have done differently?
While we have made significant progress, there have been challenges along the way. One area where we faced difficulties was in the initial rollout of our digital platforms, during which some users experienced accessibility issues. In hindsight, conducting more extensive user-testing and stakeholder engagement prior to the launch could have helped alleviate these challenges. This experience has reinforced the importance of inclusive planning and the need for continuous feedback to improve our services.
You won the 2024 Outstanding Public Officer of the Year award by the KACITA Quality Awards.

What did the win mean to you?
Receiving the 2024 Outstanding Public Officer of the Year award was a profound honour. It serves as a testament to the collective efforts of the entire URSB team and our shared commitment to public service excellence. This recognition motivates us to continue striving for innovation and integrity in all our endeavours.

Why do you think you were the winner?
I believe this award reflects our successful implementation of transformative initiatives at URSB, particularly in digitisation and service efficiency. Our focus on stakeholder engagement, transparency, and empowering our staff has also played a crucial role in achieving measurable improvements in service delivery.
Can you recall a time as a leader you dealt with change and how you responded to it?
Transitioning URSB towards digital service delivery required managing significant organisational change. Recognising the potential resistance it would receive from both staff and business owners, I prioritised clear communication, comprehensive training programmes, and involved team members in the change process. We intensified our trainings, both internally and externally to onboard our staff and clients. We then sent staff to guide business owners on how to use the new online system. This inclusive approach helped ensure a smoother transition and encouraged a culture of adaptability.

What time did you meet a setback in your career and how did you manage it?
Early in my tenure, we faced a setback when a major system upgrade led to unexpected downtimes, affecting service delivery. To address this, we established a dedicated task force to resolve technical issues promptly, communicated transparently with our clients, and implemented contingency plans to prevent future occurrences. This experience stressed the importance of resilience and proactive problem-solving.

What kind of leader do you want to be remembered as?
I aspire to be remembered as a transformative and empathetic leader who championed innovation, integrity, and inclusivity. My goal is to inspire others to pursue excellence and to create an environment where every team member feels valued and empowered to contribute meaningfully.
If you had to pick a new profession, which one would it be and why?
If I were to choose a different profession, I would pursue a career in education. Sharing knowledge and mentoring the next generation is a passion of mine, and I believe that education is a powerful catalyst for societal transformation.

What keeps you grounded, and who are your role models or mentors?
My faith and family are the cornerstones that keep me grounded. I draw inspiration from leaders whose resilience and commitment to justice are exemplary. Additionally, I am grateful for mentors within civil service, political, legal and business communities who have provided guidance and support throughout my career.

AT A GLANCE
Milestones
Under my leadership, URSB has achieved several notable milestones. We have successfully implemented digital solutions that have simplified business registration processes, making them more accessible and efficient for entrepreneurs across the country. We also received recognition as Government Agency of the Year 2024. This accolade reflects our commitment to excellence in public service and emphasises the impact of our reforms.