The recent launch of Tonga’s Upgraded Business Registry Online System was met with much fanfare, with speeches filled with optimism and grand visions of a more efficient, transparent, and investor-friendly business environment. However, as I sat listening to the glowing remarks made by government officials and development partners, I couldn’t help but feel a disconnect between their words and the reality that many in the private sector experience daily.

The Honourable Prime Minister, Dr. ‘Aisake Eke, acknowledged in his remarks that he and the Minister of Trade and Economic Development had received complaints about the system just a day before the launch. This raises an important question—if the system is indeed as transformative as claimed, why are business owners already raising concerns? Why does the lived experience of those who have attempted to navigate this system paint a different picture from the one presented at the launch?

The initiative, backed by development partners such as the Asian Development Bank, New Zealand, and Australia, is undoubtedly well-intentioned. A streamlined business registration process is crucial for attracting investment and fostering economic growth. The ability to register businesses, file licenses, and process foreign investment applications online represents a much-needed modernization. However, the question remains: Is this upgrade truly accessible and beneficial to the people who need it the most?

Disconnection Between Hype and Reality

One of the most striking aspects of the launch was the celebration happening at the top, while the very people this system is meant to serve—the business community—were largely missing from the conversation. The success of such a system should not be measured by how well it is presented in a formal launch but by how effectively it functions for the users on the ground.

Many local business owners and entrepreneurs struggle with cumbersome bureaucracy, lack of clear guidance, and inefficiencies in government processes. The digital shift is a positive step, but does it come with adequate support for those who may not be tech-savvy? Are the processes truly simplified, or have they merely moved from paper to screen with the same underlying inefficiencies? These are the practical concerns that matter far more than the ceremonial speeches of foreign dignitaries and government officials.

A Transparent System in Theory—But What About in Practice?

A central promise of the new business registry is increased transparency. Yet, my own experience, backed by documents and emails, suggests that transparency in Tonga’s business environment remains an elusive goal. If the government is serious about improving ease of doing business, then a digital registry alone is not enough—it must be accompanied by a genuine commitment to fairness, accessibility, and responsiveness to concerns raised by businesses and investors alike.

There is also the issue of consistency. Will this system be maintained effectively, or will it, like many other government-led initiatives, become another underutilized tool due to a lack of proper implementation and follow-through? Will there be accountability for those managing the registry, ensuring that registrations and inquiries are handled in a timely and professional manner? These are critical questions that remain unanswered.