APRIL-JUNE 2017 | ISSUE 9 | VOLUME 9

a The Ambassador of The Kingdom of The Netherlands, HE Henk Jan-Bakker visiting the Government Business CONTENTS Facilitation Centre (One-Stop-Shop) at the URSB head office

2 What does administration 4 The role of Uganda 5 Making a Case for of Registration Services Bureau Registration of Limited mean? in facilitating trade in Uganda. Marriages in Uganda 7 8 10 Employee Perceptions URSB events in PICTURES The Electronic Document and Attitude towards Management System Organizational Change (EDMS) roles out in URSB 12 13 14 What role do you play Recognising innovation: THE TREP PROGRAM; to advance copyright Makerere Student’s Why Does It Exist? protection? innovation recognised 16 17 URSB Showcased Importance of empathy at the World Bank in client service Group OPEN DAY interactions

Editorial Team: Bemanya Twebaze - Executive Editor | Sheila Naturinda - Editor Mercy Kainobwisho - Director Intellectual Property Provia Nangobi - Senior Public Relations Officer FOREWORD Moving in the right direction Bemanya Twebaze- Registrar General

With the National Intellectual Property policy awaiting government approval, URSB’s contribution towards promoting science, technology and innovation to enhance competitiveness is guaranteed.

At their change management retreat, the Ministry of From a previously unsystematic place of work to the Lands, Housing and Urban Development believed URSB current organization that attracts hundreds who would had a story to share; a story on how to turn things round want to associate with it, the journey URSB has taken and have visible reforms towards an objective well will continue to accelerate private sector growth and achieved. enhance innovation for the betterment of the country.

Later, the Ministry sent its Registrars of Titles for a Alot of sensitisation has also been done in Faith Based physical visit to our headquarters at Georgian House, Organisations (FBOs) and Cultural institutions to to benchmark on process work flows and automated advance the agenda of registration of marriages in the registration systems. URSB also operates three branch country; under our mandate of registration of all Civil offices in and four others in different regions. Marriages in the country.

Like URSB, the Ministry of Lands, Housing and Urban And with the National Intellectual Property policy Development has benefited from the World Bank Group awaiting government approval, URSB’s contribution funding through the Competitiveness and Enterprise towards promoting science, technology and innovation Development project to work towards improving to enhance competitiveness is guaranteed. the country’s competiveness by improving land Creative industries offer potential for job creation and administration and registration processes. employment opportunities, and these are precursors The project is supporting reforms geared towards to a growing private sector. Therefore, with streamlined improving the competitiveness of Uganda by improving business registration processes, the private sector the business environment, lowering the cost of doing growth is guaranteed, together with jobs and wealth business and improving competitiveness of selected creation for a sustainable development. high-impact sectors. With such reforms among others, and with a country that URSB also participated in the 7th National has a strong private sector we ought to be part of those Competitiveness Forum where we shared how we have who will contribute to Uganda’s attainment of the Middle closed all gaps that had hirtheto caused unnecessary Income Status by the year 2020. delays towards business registration and this has been acheived through automation of all registration services, a changed mindset, creating a conducive work place and a corruption free zone.

1 What does administration of Uganda Telecom Limited mean?

By Ntale Mustapher Manager Liquidation

Uganda Telecom Limited (“UTL” or one of the company creditors to court. “the Company”), was incorporated in The petition presented a looming 1998 with an objective of providing threat of liquidation which would telephone services, data, and internet have ultimately led to the dissolution services to residential and corporate of the company. Liquidation would customers. in effect have led to the cessation of operations, termination of Suffice to say, around that time it was employment for all staff, suspension of the leading telecom company. UTL’s contracts with all suppliers and service performance however grew dismal providers, and realization of all assets. over the years with the company recording operational losses and The government therefore opted to Uganda Telecom Limited significantly losing its market share place the company in administration was incorporated in now estimated at 4% down from 30%. as the dark route of closing down the The cause, inter alia being attributed business would have significantly 1998 with an objective to inadequate investment, competitive affected the value of the assets thus of providing telephone pressure from competitors a considerably reducing the potential dilapidated network and governance pay out to creditors. services, data, and internet challenges. Administration is a formal insolvency services to residential and The shareholders, UCOM and the procedure in which a qualified third Government of Uganda (“GoU”) party is appointed as the administrator corporate customers. having noticed the waning trend held by the company. A company will be discussions to agree on a turnaround placed in administration when its UTL’s performance has plan for UTL. However, no agreement directors form the opinion that the over the past few years on this was ever reached which put company is insolvent or likely to the company in a more precarious become insolvent. It is designed to grown dismal with the position rendering it technically help a company survive and is an ideal company recording insolvent. Currently, the company solution as opposed to liquidation. is heavily indebted with liabilities During this process, the company is operational losses and estimated at over UGX 709 billion given breathing space within which owed to various creditors including to re-organize its affairs with an aim significantly losing shareholders, suppliers and statutory of turning around the business to its market share now bodies (URA, NSSF) against an profitability and achieving a better estimated asset value of UGX 148 result for the creditors. estimated at 4% down billion. Before full administration takes from 30% in previous Due to UTL’s financial woes, a winding off, the company is first placed years. up petition had been presented by in provisional administration, a

2 provisional administrator is appointed In line with Sections 146 and More importantly, the returns to and an interim protective order Section 148 of the Insolvency Act, the creditors will be significantly issued by court to shield the company the first meeting of creditors of the higher compared to if the from all legal actions (including Company (“the meeting”) was held company had been placed into receivership and winding up petitions). on Wednesday, 10 May 2017 at the liquidation. It is obvious that These actions are stayed to enable Imperial Royale Hotel, Kampala, the value of a running business the provisional administrator and from 0900hrs. The main purpose is higher than that of a business the company draft a plan of action/ of the first creditors meeting was that has been closed and its administration deed and propose it to to deliberate and consider the assets sold off piece meal. The creditors during a creditors meeting. appointment of the Provisional realizations will be distributed in a If the action plan/ administration Administrator and his proposals as set more equitable manner. deed is approved by the creditors and out in the Provisional Administrator’s (iii) Job preservation: employees executed by the company, provisional Report and determine whether or of the company were largely administration will come to an end not to allow him to proceed and maintained and different ushering in administration. execute an administration deed in suppliers and service providers line with the proposals. Majority will also have a chance to In the case of Uganda Telecom of the creditors voted in favor of continue supplying their goods Limited, the process was initiated by the Official Receiver acting as the and services during and even a company resolution recognizing administrator and for the company’s after administration. This its insolvency status and appointing execution of the Administration Deed. provides economic stability the Official Receiver as provisional Accordingly, the company proceeded generally as well as stability of the administrator on 18th April 2017. The to execute an administration deed communications sector. statutory duties of the provisional on 22nd May 2017. This marked the (iv) This case presented the first administrator are to manage the commencement of the administration administration process under the company in the interim with powers process for the next six months. current Insolvency Act. Its success to investigate the company’s business, The focus of the Administrator is will greatly inform other business property, affairs and financial to cut down operational costs, entities on the course of action to circumstances; and exercise his or verify and preserve the assets of take in cases of insolvency. her powers in a manner which he or the company for the benefit of the (v) For Uganda Registration Services she believes reasonably to be likely to general body of creditors. In one Bureau, the case demonstrates achieve one or more of the following month of administration, the wage the confidence the stakeholders outcomes: bill had reduced by 13%, the fuel have in the Office of the Official • The survival of the company bill had reduced by 9% and network Receiver. The Government’s and the whole or any part of its availability had also improved. More decision to appoint the Official undertaking as a going concern; significant improvements are expected Receiver and the endorsement by • The approval of an administration in subsequent months. 98% of the creditors in numbers speaks volumes on the capacity of deed This administration process was the Official Receiver to deliver on critical for all the stakeholders in the • A more advantageous realization his mandate. of the company’s assets than following ways: would be effected in liquidation. (i) The company received adequate The Official Receiver accepted protection from creditors’ actions. the appointment whereupon the While under administration, Administration is a formal company applied for and obtained creditors are restrained from insolvency procedure in an Interim Protective Order on 28th commencing or continuing with April 2017. This officially marked the legal proceedings against the which a qualified third commencement of the provisional company. All forms of execution party is appointed as administration process. or distress are also barred by the administrator by the law during this administration The provisional administrator’s company. A company will process. This granted the immediate focus upon appointment company and the administrator be placed in administration was to provide an opportunity to UTL some breathing space to when its directors form the to start trading as a going concern in concentrate on turning around the short term while exploring options opinion that the company the business. for reaching a settlement with its is insolvent or likely to (ii) The interests of the company’s creditors. creditors are better safeguarded. become insolvent

3 The role of Uganda Registration Services Bureau in facilitating trade in Uganda.

By Mercy K. Kainobwisho Director Intellectual Property

Uganda Registration Services Bureau’s inventions, trademarks, and trade makes registration more efficient and mandate is to offer registration secrets. It represents a wide variety effective. services for businesses, Intellectual of property created by musicians, Awareness creation: URSB continues Property and Insolvency among authors, artists, and inventors. to work with the public and private others. Conducive business environment: sector to create awareness on The services of URSB enhance private URSB has supported the creation of business formalization, promotion sector growth hence an improved a conducive business environment and protection of Intellectual economy and doing business for services to trade. This can be Property, inter institutional environment. In facilitating trade, seen in the improved procedures for cooperation, creation of a business URSB fulfils the following; acquiring necessary formalization/ enabling environment and regional registration and licenses for integration activities. Business Establishments: URSB plays services. URSB has gone on to put a critical role in the establishment SME development: URSB plays a key in place strategies to reduce the of the trade and services sector. role in Enterprise establishment and cost and time of doing business and Trade and services may be in form development through continuous simplified the legal and regulatory of businesses and trademarks registration of Macro,Small and procedures to register a business. A that are used for identification, Medium Enterprises, sensitization conductive business environment ownership, access to finance and of the same to tap into the benefits is vital for businesses to be able to trade facilitation. Uganda’s services of business name registration harness all the good opportunities industry is one of the fastest growing especially through the Tax payer in an economy hence an engine for sectors in the economy and this can be Register Expansion Program (TREP). economic growth and development. envisaged in the number of businesses TREP program: The program is URSB registers everyday ranging from Legal and Regulatory frame work: implemented by Uganda Registration retail and wholesale trade, tourism, Uganda has legal and institutional Services Bureau (for registration education, agriculture, health, frameworks that facilitate trade of businesses), Uganda Revenue ICT and related services, financial services. These laws and institutions Authority (for registration of Tax services, construction and engineering play a crucial role in creating an identification numbers), Kampala services and professional services environment conducive for business City Council Authority (for issuance and the individuals that offer various set up. of trading licenses) and the Ministry services. Administrative reforms: Emphasis of Local Government (for issuance of Intellectual Property: URSB continues has been put on administrative trading licenses under the different to promote and protect Intellectual reforms which have enabled Municipalities and Urban centres). Property which is basically intangible simplification of the business Access to credit: Access to credit rights protecting the products of registration processes and use of is critical to growth of enterprises, human intelligence and creativity, technology solutions. Reduction of economic development and wealth such as copyrightable works, patent time and cost to register a business

4 creation in developing countries. letter, numeral or any combination of information on all licenses before Uganda passed the Chattels Securities these and should be capable of being application. represented graphically), industrial Act 7 of 2014 (currently under reform) CEDP Project: URSB is also designs among others. This facilitates that is expected to facilitate access implementing the Competiveness the intention of the recently launched to finance for all citizens. The Act and Enterprise Development Project Build Uganda Buy Uganda Policy provides for alternative security other (CEDP) which will create an investor whose objective is to promote the than land and buildings to access centric business registry through consumption of locally produced credit and URSB is mandated under establishing online registration, goods and services. the Act to register chattels securities. construction of a one stop center This law allows for chattels such as Ease of doing business: URSB has among others. This project will livestock, vehicles, clothes, jewelry, taken up a series of measures to establish a single platform to avail electronics, furniture, machinery or support trade, improve Ease of Doing business and investment related stock and intellectual property rights Business. Some of these include services. The current reforms and to be pledged as collateral. establishment and management the project will result in radical Indigenous products branding of the Government Facilitation improvements in ease of doing and promotion: URSB registers all Centre (One Stop Shop) for business by reducing time, efforts businesses that produce products and businesses, the management of the and costs taken in obtaining services as well as their identifiers electronic licensing portal on www. clearances and ensuring compliance which include trademarks (any word, businesslicenses.go.ug which has a levels and increased formalization of symbol, design, slogan, logo, sound, pool of all licenses in every sector business and establishment of a one smell, color, label, name, signature, in the country for ease of investors’ stop center.

Making a Case for Registration of Marriages in Uganda By Phillip N. Kalibbala | Senior Registration Officer

This challenge is further compounded by the fact that returns to Marriages are filed by these Faith Based Organizations (FBOs) and not individuals. The FOBs think Government just wants tax, taking it as an affront on Marriage, Religion and Culture considering that traditionally marriages have been an exclusive confine of rituals and beliefs. Whenever we sat down and engaged Cultural-Religious leaders, they listened to us with stone faced expressions not ready to be convinced. This experience has now taught us that the question to be answered should On one of those occasions when we The discussion revolved around why be why one should register their went out for outreach activities to our we have to register our Marriages with marriage. regional stations, I shared a car with the Government of Uganda. During Society has to know and appreciate Mr. Nsimbi Charles, the Manager Civil that period of time, this rhetorical that there are advantages with Registration and held a discussion question always came up from all marriage registration to the individual. on the importance of Registration of religious sects and it became a One of the most important advantages marriages in Uganda. challenge to the URSB outreach Team. to the individual and the State

5 of the law to make it even more convenient and attractive for Ugandans to register Marriages. We can shift focus to individuals other than Institutions.

Individuals should be encouraged to be pro-active and file individual returns because the benefits are to an individual and not to an institution. In this regard, it’s a win-win for all parties; Church, State and Individual.

We can also amend to impose registration before solemnization, “No Marriage shall be celebrated in Uganda A meeting of the Directorate of Civil Registration and the catholic episcopal Conference in Nsambya on 24th April 2017. under any rites unless such marriage is registered with the Registrar of concerns the legality of registration of any marriage, the world would marriages prior to celebration”. Rwanda under Section 31 of the Marriage Act. forever hold its peace! and Kenya use this approach, the It is the objective of Government to Another big advantage is travel, even Universal Church of the Kingdom of God migrate its citizens from the informal though many couples might not also uses this approach, the French use sector to the formal sector by acquiring appreciate this at the time of marriage. this approach, and the same has been statistics about its people. It is We live in a human trafficking conscious advised for use by the Catholic Church incumbent on Government to know how world. The first primary traveler is you, of Mbarara. many Ugandans are legally married in anyone who travels with you such as There is also need to set equal legal order for it to make projections and plan spouse, siblings, parents, relatives, standards for solemnizing marriages for society in that regard. children, etc. have to be supported by under the Religious system. One of verifiable legal documents. Travel is Marriages can be used to determine the questions faced by URSB during not only for the luxury of vacations and demographic trends and predict outreaches is why there are different anniversaries, but also for the necessity population dynamics. Marriage behavior standards required of religions of health. and character such as domestic violence celebrating Marriages. Some Christian and abuse may be used to inform Many a time couple gets hindered from denominations found that their amendments to the law. travelling when one is in poor health requirements to set up Churches and due to an invalid marriage certificate. Registration is also important during therefore conduct Marriages were Such cases come as shock that after dispute resolution. Usually during stringent compared to Muslims and 20 years in Marriage and having been disputes when the issue is whether a Hindus. married at a popular Cathedral in the party is married to another, the Court presence of high level delegates and It is high time Ugandans faced the or dispute resolution entity will require Ambassadors, their Marriage cannot reality that Marriage has evolved the a registered marriage certificate to guarantee their travel as husband and world over. It now means many different determine this issue. wife. things to many different jurisdictions, Registration equally prevents a party and global standards to regulate and In pursuit of our mandate, URSB has contracting multiple marriages whether register marriage have been developed. continuously engaged the public in Uganda or outside Uganda. Women Marriage is no longer the exclusive explaining to them the necessity and have often fallen victim to this loophole. confine of God, Culture or Religion. importance of registration to prevent A man who has been in a ‘marriage’ this regrettable knee-jerk reaction to for 15 years will freely and openly And like we always say, “Give to lack of registration; the one that occurs contract another marriage without any Ceaser what belongs to Ceaser and on a pulse simply because one spouse hindrance. If any person disputes such wants to enjoy employment benefits of to God what belongs to God for if you a marriage, they would have to refer the other. to the registrar of marriages for any don’t give Ceaser his due, you will registered marriage in that person’s There is still room for improvement find a challenge finding favor with name. Without evidence of registration especially regarding the amendment Ceaser and his networks.”

6 Employee Perceptions and Attitudes towards Organizational Change By May Atuhaire | Front Desk Officer

Strategic change management is adept at handling or even embracing status quo: Many Organizations look to the process of managing change in change can foster an environment that salaries and benefits as the first places a thoughtful way in order to meet encourages innovation. Employees who to cut back when looking to make organizational goals, objectives, feel that their ideas will be considered by changes that involve cost-saving. When structures and missions. Attitudes a Manager or Supervisors may be more this happens, it is inevitable that some and perceptions of employees during willing to think creatively, which can employees will leave the Organization organizational change are based on their help the organization to perform more to seek employment elsewhere. The hierarchical position. effectively. employees that remain, whether they stay voluntarily or because they could High level employees Increased Efficiency: Change can not find employment elsewhere, are increase the efficiency of work processes Usually, it is predicted that higher- often resentful. Motivation decreases, which can bring about satisfaction to level employees would respond more taking job performance along with it. both employees and clients .A new favorably to change ,and that their Employees lose their company loyalty delivery process can increase the speed attitudes and perceptions would and may even become angry enough to in which a client receives a service. A new be different from those lower in the purposefully sabotage the Organization. system can aid an employee in speeding hierarchy .Higher-level employees up a portion of the work process in an Increased Time Away From Work to display more positive attitudes on organization. some employees who may want to several indicators. They tend to be leave before the change s affect them: more convinced that the change would Improved Attitudes: Personnel change When organizational changes are positively influence relations between co- in an organization can have a positive announced, particularly when there workers; that change is necessary; that effect on employee attitudes and morale. is downsizing involved, employees they are included in the change process A change in human resources philosophy generally divide into one of two groups: and have less fear of the change affecting that allows for a more relaxed work those who will attempt to control their their own position in a negative way. environment, such as implementing a fate and those who want to get out casual dress code, may be welcomed Lower level employees before the changes occur. The group by employees. When a close-minded taking control will usually dig in, increase Lower level employees are pessimistic Manager is replaced with one who is their productivity, hit their deadlines on a variety of indicators, such as how open to new ideas, employees may feel and do everything they can to shine in the change will affect them personally, that they have more input regarding front of their managers hoping they will inclusion in the change process and their job functions. how much the change conflict will cause sail through the changes with their job Staying Current: Change can help within the organization. This usually intact. The remaining employees cope an Organization stay current with depends on satisfaction with leadership, with the changes by avoiding them. You industry trends, which can make it more perceived necessity of the change, as may see these employees taking longer attractive to potential clients as well as well as general satisfaction with the lunch hours, coming in later and leaving help maintain current clients. outcome. earlier or simply not coming into the However, Organizational changes office at all. Impacts of organizational changes on may also bring about some negative employees Life Changes: Some organizational attitudes towards some employees and changes require major restructuring, Positive impacts these may include resulting in sweeping life changes for a New Opportunities: The ability to Mental Stress to those employees who number of employees. Typical changes embrace change can help employees in a are not ready for change: Organizational that negatively impact a portion of business by creating new opportunities. change, particularly when the changes the employees are salary cuts, loss of A worker who enthusiastically applies are broad in reach and several changes benefits, downgrading in job position, herself to learning the new office occur simultaneously, results in job loss or relocation to another Region computer system can also train others increased stress-related prescriptions by All of these can be devastating changes who are more hesitant. By assuming employees. There may be many causes to employees, particularly those who this leadership role, the employee may for increased stress levels, including are supporting families. The best way to position him or herself as someone perceived injustices or unfairness, lack of handle these changes while keeping the who is capable of assuming additional timely communication by management morale up of the remaining or unaffected responsibilities, making him or her a or fear of future changes. employees is by communicating with all possible candidate for future promotion of the employees every step of the way Loss of Loyalty especially to those and treating the affected employees with Encouraging Innovation: Businesses that employees that are satisfied with the fairness and compassion.

7 URSB events in PICTURES

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1. Ms Joyce Banya, the Senior Counselor 2. The IP Awards overall winners, under 3. The Chairman Board URSB Amb. Francis African Bureau at WIPO chatting away their company name URISAFE receive K. Butagira in a group photo with all with staff and a guest during the IP Awards their award. The group invented a device the innovators and exhibitors who ceremony that can check urine samples to detect participated in the Intellectual Property disease. Week awards ceremony

4. The Director Civil Registration Ms Fiona Bayiga with 5. The MD Mr Robert 6. A group photo of members of the staff deliver a certificate of appreciation to Pastor Kabushenga shares a light moment Catholic Episcopical Conference after Robert Kayanja, in recognition of his church’s with URSB staff at the exhibition stall a meeting with the directorate of Civil compliance after submitting 200 marriage returns during the Vision organised annual Registration in April 2017. in one month Bride &Groom expo.

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7. The Registrar General and a URSB team 8. The Registrar General together with Staff 9. The RG together with Ms Banya in a group photo with officials of Watoto share a light moment with Emmanuel carefully listen in to the testimony of Ministries after a courtesy visit to their Cardinal Wamala after the meeting with the one of the innovators during the IP Childrens Home in Suubi Masaka. Episcopal conference in Nsambya. awards exhibition event.

10. A team from Lycamobile Services, a 11. Deputy RG Ms Jane Langoya represented 12. Deputy RG Jane Langoya together mobile virtual network provider pose for URSB in a meeting with Collective with staff after a collaborative meeting a group photo after a meeting with the Management Organisations (CMOs) at the with the Brand Majestic team and CEO Registrar General in his office. ARIPO officers in Harare. Ronald Kawadwa.

9 The Electronic Document Management System (EDMS) roles out in URSB

By Dominic Ddamulira | Call Centre Agent

In July 2016, URSB and operations sites in West and we believe is the way to go; easier with support from the Central Africa. COSEKE is a full service accessibility of records so that no time Electronic Document and Content is wasted. Competitiveness and Management solutions provider Initially, configuration of our system specialising in physical document Enterprise Development into URSB’s was a challenge and management and conversion of Project (CEDP) entered into a agreeing on a few key words to use paper documents into digital images in reference to the documents while contract with Coseke (U) Ltd (imaging/scanning), Archiving (for scanning but the environment was to establish and implement preservation of valuable records/ okay and URSB welcomed us well and information), Mass Storage and a state of the art Electronic we are grateful. Document Management Backup, Business Process and Workflow Management, Automated Cooperation from URSB has been the System (EDMS software and Forms Processing (data capture using biggest factor to the success of this hardware) that would use bar OCR, ICR and OMR technologies), project. Information we need was codes and scanners to manage Document and other specialised always available whenever we needed scanners, Microfilming, Microfiche, it, we were given a conducive working URSB’s record information Computerised/manual Movable space and this also enabled us to through its lifecycle from Shelves, Training and Consultancy. install enough machines and setup shifts that hastened up the work. the point of creation to Do you rate the URSB-EDMS project destruction. successful? In my view, this has been the best project from the projects we have The concluded exercise has enabled I wouldn’t want to get into figures right had before simply because of the digitalisation of all registry records now but I would like to believe the cooperation from URSB and readiness and now with all data captured, project is successful because we have to commit resources to help us work the development makes accessing finished the most crucial and time- efficiently. In some projects, we never records very easy in digital form, hence consuming component of scanning get to meet the top management but changing the turnaround time of the records’ and are finalising on data in this case, the Registrar General registration. entry. URSB officials most especially himself was available to us which registrars are already using the system, COSEKE’s technical team leader MR. shows that we had top management plus the URSB team continues to scan JERRY OPOLOT shares his working support. all records that come in on a daily experience during the EDMS project. basis. Let me also not forget URSB Now that all records are scanned and Who is COSEKE? clients most especially those who accessed online, going by the details involved, what next? COSEKE is a premier IT Company conduct searches. Stations were set up established in 1990 with offices in for them meaning they no longer have We still have activities like training Uganda, Kenya Tanzania and Rwanda; to request for the physical files which more users, system going live,

10 commissioning and handing over, Trusteeship Agency (RITA), Tanzania clean and accurate and the margin of supporting users, switching from Electric Company Ltd (TANESCO), error will not go beyond 2% at most paper to e-forms and redesigning National Housing Corporation, which can easily be corrected without some of the forms. We shall also Government Employees Pension Fund interfering with normal operations. support URSB in its efforts of creating (GEPF), Surface and Marine Transport How will the two systems (Business public awareness about the newly (SUMATRA) Registration System & EDMS) work implemented system. Bottom line, we In Kenya COSEKE has implemented together? are still here with URSB supporting in similar projects in many Organisations any way possible till such a time URSB By the close of the project the two like Energy Regulatory Commission becomes self-reliant in terms of the systems will seamlessly be integrated (ERC), Kenya Maritime Authority (KMA), new system. and users will hardly notice that data Kenya Ports Authority (KPA), Kenya is being exchanged between the Has COSEKE done the same work Lighting Power, and Ministry of Lands. two systems. BRS will be handling across the region (examples?) We therefore have a wide range of the business registration process experience in managing these projects Yes, COSEKE has done similar projects while EDMS will manage the scanned successfully. in several other Organisations like documents. During the business Ministry of Public Service, Ministry Do you ascertain that the records registration process, EDMS will furnish BRS with scanned copies of company of Lands and Urban Development, are 100% clean and there will not be and business files through its feature UNEB, UBOS, , need for physical files? called application enabler meaning Microfinance Support Centre, It’s too early to tell since the users will not have to leave the Education Service Commission, comprehensive system testing is yet BRS platform to search for records Judicial Service Commission, Uganda to begin. The quality and accuracy within EDMS, and they will get to do Property Holdings, Nakasero Hospital, of the records will be confirmed by everything within one screen. For the IDRC, among many others. users after rigorous testing. But with team primarily responsible for scanning In Tanzania, COSEKE has also our revolutionary double data entry documents into EDMS, EDMS will pick implemented similar projects methodology and barcode technology, information from BRS automatically in Registration, Insolvency and I am confident that the records are making their work a lot faster.

The Mayor of Nakawa Division, Eng Ronald Balimwezo during a courtesy visit to the Business Facilitation Centre (One Stop Shop) and encouraged clients to embrace Business Registration services .

Cooperation from URSB has been the biggest factor to the success of this project. Information we need was always available whenever we needed it, we were given a conducive working space and this also enabled us to install enough machines and also enabled us to setup working shifts that have speeded up the work.

11 What is your role in advancing copyright protection? By Provia Nangobi | Senior Public Relations Officer

For a couple of months, there have been of their products on radio, television or Going at it individually for an artist can several stories about infringement or books sold out. be very cumbersome, the structure supposed misuse of creative materials in itself to ensure you monitor your This happens mostly in developed produced by others with no royalties music across the country requires a countries like the United States of paid to the original owner. Arrests have sizeable number of people, time and America or the UK because people are been made and probably these cases resources. When done as an individual, concerned more about such provisions await pronouncement by the Courts of it creates room for leakage for others and benefits. Most of the stores that sell Law to deter such practices in future. to duplicate your works with no fear of music CDs or movies have the products repercussions, leading to others earning Other people have misrepresented facts sealed and sold as received. an income that would have ordinarily arguing that the copy right law is ‘non- In these countries, everyone is aware been your money. existent.’ The former is a good measure of the danger of infringing on another’s to curb reaping what you have not Public call copyright and thus it is everyone’s sown in cases where people outrightly responsibility to uphold the provisions In order not to fail our country men replicate music, films or books without in the law. This in essence means and women whose creative works are receiving the necessary clearances or that the creative industry is more beneficial to our economy, Ugandans paying royalties for doing as such. The lucrative and a source of income since should desist from the practice of latter is however absolutely incorrect. it promotes the economy and earns promoting infringement of copyright by The Copyright and Neighboring Rights an income to the creatives therein. buying these CDs and music videos sold Act 2006, has been in existence for a Musicians like Sir Elton John and the off the streets for as little as 2000UGX. decade. It is the law governing the Michael Jackson (RIP) continue to make Book shops need to stop photocopying protection of copyright in the country. money even with no hit song in the last readers and selling them off at give In order to protect our rights, most 10 years for the former and after his away prices and promoting a culture especially the artists and producers of demise for the latter. where we can get anything we need such good literary works, we should be Just like in those developed countries, for a fee. Can we start to play a role cognizant of the current trends so that Uganda has Collective Management of a neighbor by looking out for such our works are not replicated. Organizations (CMO) whose role is practices even in our neighborhood Some Radios, televisions and book to collect royalties on behalf of their and informing the police about such stores have made immense sales members. This however only applies to practices. off these compositions sometimes the artisans who are members of the Uganda is a promising country with provided by the original composer or CMOs. enormous potential, I witnessed this often times provided by a marketeer of For musicians it is the Uganda when we had stakeholder engagements the product. Performing Rights Organization (UFMI), in Gulu where we were entertained by In such a case, the original owners will Audio-Visual Films fall under Uganda Musicians from the region, the music is appreciate all the publicity that comes Federation of Movie Industry (UFMI) and of good quality but their cry was on how with the marketing of their product and literary works belong to the Uganda little they get out of music with people some lose focus of the bigger picture, Reproduction Rights Organization sharing their music for free. Let us all which is having a sustainable income (URRO). These CMOs protect and work together to support the creative coming off the royalties that can be monitor usage of their member’s works industry and be the change we want to accrued from the reuse or reproduction and collect on their behalf. see in this world.

12 Recognising innovation: Makerere Student gets himself a utility model By Mercy K Kainobwisho | Director Intellectual Property

Organization (ARIPO) to which Uganda is a member and signatory to the treaties and protocols relating to patents and utility models i.e The Harare Protocol. According to the search results, Mr. Mugarura’s innovation did not qualify to be granted a patent because it did not meet the patentability criteria (novel, inventive step, industrial applicability) but he was nonetheless granted a utility certificate and a utility model because some elements of the application were novel (new) and had industrial applicability and was therefore granted the Utility Model certificate on 22/3/2017. A utility model is an intellectual property right to protect inventions. It is very similar to the patent, but usually has a shorter term (ten years) and also has less stringent patentability requirements. Utility models are also known as petty patents or innovation patents in some other jurisdictions. to his innovation. Mr Mugarura however On September 25th, When receiving his certificate from needed protection for his product and URSB, Mr Mugarura said; “I feel great. 2016, all media carried therefore URSB comes into play. When it was approved, I was amazed. news of an innovation Part of the core mandate of URSB is Now I have confidence that my by a Makerere University to promote innovation protection formular is feasible.” and grant rights such as patents to student, the one Samuel This utility model is given to encourage all innovations acceptable under the incremental innovation and offers the Mugarura, the 24 year Industrial Property Act, 2014. same protection as a patent save for old final year student of When Mr Mugarura approached URSB the shorter time period. With the utility chemistry and botany. for advice on how best to protect his model, examination is usually quicker innovation, he subsequently filed as less criteria are considered and as What Mugarura invented attracted for patent protection on December such this has enabled us to provide attention in 2016 when he unveiled 13th, 2016, Patent Application No. the search and examination report in a teargas he claimed was made from a UG/P/2016/000013, titled: “Sny- relatively short time. tiny store in his mother’s house using Propanethial –S-Oxide, Urushiol and Utility models come with many common items like onions, red pepper, Capsicum Lancrymatr.” benefits which include; encouraging and mangoes. This got everyone The application was subjected to local innovations, competitiveness, interested formal examination at the URSB, the commercialization, SME The student later told the media that he Uganda Patent Office and later sent development, technical solutions, had an admiration for the military and for substantive examination to the exclusive rights, contracting, enable his love for the army life was the driver Africa Regional Intellectual Property licensing among others.

13 THE TREP PROGRAM; Why It Exists By Loyce Kiconco | TREP Supervisor

In the FY 2013/2014 budget speech, The number however is expected to extending the TREP initiative to the Minister of Finance Planning and grow to at least 34 when the financial other local governments, enhancing Economic Development proposed year 2017/2018 kicks off. A tax reform the capacity of different agencies to an arrangement where the Uganda policy initiative aimed at expanding appreciate the roles, responsibilities Revenue Authority (URA) was going the domestic taxes base, TREP has and each other’s mandate. to expand the tax register to include grown in leaps and bounds, employed All this has been achieved through; the hitherto informal sector through young graduates and brought business collaborating with other Government registration services and information • The implementation of the joint agencies performing related functions closer to Ugandans without having compliance campaign for wholesale, for example Uganda Registration them leave their places of operation for retail, real estate, commercial farmers Services Bureau (URSB) the Kampala the service. and the manufacturing sector. Capital City Authority (KCCA) and Introducing TREP was premised on the • Expanded taxpayer registration the different Local Government fact that the trading community had and expansion program outside Municipalities across the country. in the past been faced with challenges metropolitan Kampala. This collaboration commenced in including licensing obligations, illiteracy • Automation and the exchange February 2014 with field operations and inability to easily access business of information and enforcement set up in all the KCCA divisions. Today, registration and licencing authorities. collaboration between the the same program has 24 centres in The Program was therefore introduced participating agencies Local Government Municipalities and with the objective of; Linking Urban centers in Namugongo, Mukono, business registration databases of all • Stepping up other information Entebbe, Makindye Ssabagabo, Arua, collaborating agencies, harmonize management systems to demystify Busia, Bushenyi, Lira, Kitgum, Fort tax administration systems and tax administration and improve portal, Hoima, Jinja, Iganga, Mbale enforcement, reducing the time and taxpayer compliance. Mbarara, Ntungamo, Koboko, Soroti cost of compliance by simplifying • Linking e-Tax with the Integrated Gulu, Masaka, Masindi, Mubende, the process for business entities in Financial Management System Kabale and Mityana registering for and conducting business, (IFMs) and enhancing accessibility of

14 electronic services for small taxpayers Governments and Municipalities also • Operates a data recovery center for all to comply with new tax requirements. plays another major role in TREP as Urban LGs taxpayer registers, follows; Under the TREP arrangement, only • Participates and supports all joint Presumptive tax, Withholding tax and • Oversees the implementation of TREP field operations in Urban LGs in all Urban LGs Rental tax for URA are administered, • Sensitizes Urban Local government while Local Governments and KCCA • Provides tax administration and officials and public across the country administers Local Service Tax, Local registration of technical support at • Communicates and issues circulars, Hotel Tax Property Rates and Trading the Urban LGs to execute the work instructions and guidelines to urban Licenses. URSB’s role in there is to • Mobilizes the business community/tax LGs in respect to TREP III. facilitate registration of businesses payers for the success of the program and companies, and also sensitise the • Regularly participates in TREP business community on the underlying • Dedicates critical human resource as activities as agreed in the steering benefits of business formalisation. required for the program Committee. • Provides office space for the TREP • Reviews contracts for collections in URSB SERVICES (Business Registration implementation Urban LGs, harmonizing them with Services) the TREP Modalities • Avails secondary data as required for URSB facilitates registration of the program businesses and companies, and ACHIEVEMENTS OF TREP conducts sensitisation to the business • It has enabled government have community informal sector both retail and wholesale trade businesses registered URA SERVICES Introducing TREP • It has moved to the regional and local URA provides online service via a was premised on the government’s offices hence bringing robust portal (e-Tax) for the taxpayers fact that the trading registration services nearer to the to conduct their business which people in their communities. includes among others TIN registration, community had in the motor vehicle validation, Tax returns, past been faced with • TREP has reduced on the turnaround payments for both tax and non-tax time for registration since clients can revenue, objections and appeals, stamp challenges including get all registration certificates at the duty, tax clearance certificate etc. licensing obligations, one stop centre. KCCA (E-CITIE) illiteracy and inability • TREP has promoted partnerships through the collaborating institutions KCCA extended e-CITIE, an electronic to easily access that is URSB, KCCA, URA, and different platform to accommodate application local governments which has for and issuance of trade licenses. business registration improved the tax collection process.

MINISTRY OF LOCAL GOVERNMENT and licencing • It has carried out sensitisation of the SERVICES authorities. business community on their rights and obligations as far as business The MoLG is implementing the online registration is concerned. system (E-LogRev) so as to reduce inefficiencies in revenue collection with • Cost saving on behalf of the business Local Authorities. community since it has eliminated the • Monitors and coordinates TREP intermediaries who at times would The new system is expected to over charge for the same services. raise local revenue in urban local initiatives and policies as they apply governments 3 fold from the current to Urban LGs • TREP has sensitised the business status. However, not all Urban centres • Coordinates and advises Urban community on benefits of business and Municipalities have embraced the LGs staff and relevant statutory formalisation system. committees within Urban LGs, • It has contributed immensely to The Ministry of Local Government, • Coordinates LGs for purpose of TREP URSB’s visibility across the country. being a mother Ministry to all Local harmonization,

15 Showcasing at the World Bank Group OPEN DAY By Sheila Naturinda | Communications Specialist

On May 30, 2017, Uganda Registration business registration, business country then improved seven positions Services Bureau joined the rest of the licensing and Intellectual Property. upwards (from122nd to 115th) out of Ministries Departments and Agencies the 190 economies. Out of the 190 people who visited supported by the World Bank Group the URSB exhibition space, some at the Kololo airstrip to showcase Under the themes, to Ugandans the extent of their had company names reserved others work and how it has translated into conducted a name search while 16 ‘Infrastructure and business development for the country. of them registered and received their development, health, certificates on site. Under the themes, ‘Infrastructure education and agriculture,’ and business development, health, With the many improvements in the education and agriculture,’ the registration of businesses, Uganda is the inaugural event attracted inaugural event attracted many expected to improve further its doing many people. The World people. The WBG has successfully business rank when the World Bank Bank Group has successfully conducted the same “WBG open presents its 2018 DB report. day” in the neighbouring East African conducted the same “World The last report rated Uganda among Community states. the best top ten countries that had Bank Group open day” in the URSB publically displayed all the undertaken doing business reforms neighbouring East African improved processes to registration, positively impacting on the private Community states. and conducted sensitization in sector expansion and growth. The

A registrar attends to the first client who successfully registered Staff attending to clients at the information desk. and received her certificate.

Mr Steven Asiimwe, the Managing Director Uganda Tourism The Registrar General in a group photo with some of the staff Board chats away with the Registrar General and staff. who participated in Open Day exhibition.

16 Importance of empathy in client service interactions By Andrew Di-Lutaaya | Call centre agent

A lot of people think client Empathy Is Teachable When you show that you care, clients respond well and remember you Some people are naturally empathetic service is about fixing things positively. They carry that positive than others, and it’s absolutely feeling with them the next time they and solving clients’ problems. something you should look out come to you, or talk about you to their for when hiring for client service. That’s not the whole story. The colleagues. You can’t always solve a However, it is also teachable. Since client’s problem, but you can always real goal of client service is to empathy ultimately comes from make them feel important. provide a positive experience understanding another person’s experience, the easiest way to develop Empathy is aimed at improving that people associate with your empathy is to see through the eyes of rapport, forging strong relationships institution. Solving a client’s the client. and building a client base that is loyal. As pointed out in earlier write-ups, Listening is another critical element happy clients are easier to manage problem often achieves this, to empathy. Every person who attends and are more likely to cooperate with to clients should be able to pick but that’s not always within you when things are not going so well. up on a client’s tone and sense the your control because some level of stress, anger, or frustration. Empathy is being courteous, kind, cases get escalated while Active listening also helps one to ask receptive and creating a connection better questions as they search for with your clients in every situation and others are never really that big. the underlying cause of the problem. interaction. Address them by name The more room one has to speak if you know it. Use positive words to comfortably with a client, the more keep the situation under control – “I natural the exchange becomes. understand how you feel and I am here The Value of Empathy Eventually, it’s just two people in a to help out,” “I can feel your frustration What is true most of the time, however, conversation, and empathy grows since I too would not like to be in this is that when a client reaches out for organically from there. situation” are the kind of words one service, they want to be heard and feel can use. Follow it up immediately with like the person on the other end of the the best solution after informing the conversation truly understands what client. they are going through. Client service can’t always deliver solutions, but empathy. The impact of client emotions cannot be ignored. Empathy must be sincere since Remember that clients who contact anything less than sincerity support have tried everything else themselves already. As a customer will appear like a mockery of relations office, you are their last hope the client’s feelings and the before they give up, maybe on their problem, maybe on your institution. situation may escalate. Use We’ve all had bad client service Finish Strong a professional demeanour, experiences, and (hopefully) we’ve Most times people judge an choose your words carefully all had great ones too. There are a experience based on its most intense number of differences, and they all point and its end. In customer service and be respectful to the client stem from the presence of empathy. that means ending each interaction in every interaction. Roughly 80% of the time, some people on a high note so that clients come don’t even ask for a client’s name. away feeling great.

17 URSB at a glance

Vision: We are responsible for the following;

“An organization that is efficient, effective, self-sustaining and • Registration of Businesses and companies, partnerships, customer focused in service delivery” documents, debentures and chattels transfers among others. • Official Receiver in matters of Insolvency Mission: • Registration of Intellectual Property which are; Patents, “To promote, protect and register; business enterprises, intellectual Utility models, Industrial designs, Trademarks, Service marks property rights, civil matters, act as Official Receiver and collect Non Copyright and Neighboring Rights among others. tax Revenue through an effective records management system”. • Registration of all Civil marriages, licensing places of worship, solemnising marriages and issuing single status letters. Our core Values: • Collection of Non Tax Revenue (NTR) Professionalism | Integrity |Transparency | Accountability Punctuality | Customer care

DO YOU KNOW?

Do you know what you gain when you register and formalize your business? Access to Financial accommodation | Access to wider markets for example the East African Community | Competitiveness- participation in bidding | Brand name and self-marketing | Royal Clientele | Liability | Intellectual Property rights- Patents, TMS, copyrights | Contribution to National Development

Uganda Registration Services Bureau Regional offices: Plot 5 George Street, Georgian House Tel: +256 0417338000 • Mbarara- Plot 1, Kamukuzi Hill P.O.Box 6848 Kampala Uganda Fax: +256 414 250 712 • Gulu – Plot 6B Princess Road Call center: 0417 338 100. • Arua – Plot 42/44 Packwach road email: [email protected] • Mbale- Plot 3, Park Crescent Kampala branch offices: • Posta Uganda - Kampala Road • UIA - Lumumba Avenue www.ursb.go.ug • Nakivubo - Sekaziga House facebook.com/URSBHQ Nakivubo mews twitter: @URSBHQ

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