Embracing Native Languages as A Powerful Strategy to Enhance Service Delivery in Africa: A Systematic Review

Language is essential for effective communication between service providers and users. Utilising local languages can streamline processes, improve efficiency, and enhance user satisfaction. This study examined how local languages, often referred to as “mother tongues,” can improve the delivery of public services in multilingual countries. This qualitative study analysed previous research across healthcare, education, and public administration, highlighting the positive impact of using local languages on service outcomes. However, implementing initiatives to promote native languages can be challenging due to limited funding, complex coordination, and the need for trained personnel proficient in multiple languages. This study explored how technology, particularly translation tools and mobile applications, can make public services more accessible for individuals who prefer to use their native languages. The findings of this study emphasise the importance of clear language policies, training for multilingual staff, and technological support to promote the use of local languages in public services. In conclusion, the research encourages legislators to prioritise inclusive language policies and conduct ongoing assessments to address linguistic inequalities in service access. Further research is needed to understand the sustainability of local language practices and how modern technologies can enhance international service delivery.