New Era in Governance

Percy Chinyama

Zambia Launches A Centralized Platform for Seamless Communication between Citizens and Government

By Francis Maingaila ♥️

Lusaka, Zambia - (29-01-2025) - Zambia has officially launched the Citizen Support Service Portal as part of a digital transformation initiative to enhance citizen engagement, improve communication, and streamline public service delivery through innovative e-services.

The initiative, led by the Smart Zambia Institute under the Electronic Government Division, underscores the government's commitment to improving public services through technology and citizen involvement.

The portal will offer a centralized platform for communication between citizens and government institutions.

According to Emmanuel Simuchembo, Acting Senior Engineer at the Government Electronics Division, the system integrates multiple communication channels, including mobile applications, SMS, WhatsApp, voice calls, and email, allowing citizens to submit requests through their preferred method.

"Once a request is made, the system automatically directs it to the appropriate agents for resolution," he indicated.

Simuchembo emphasized the portal’s three-tier operational process, including identification, research, and resolution.

"Agents verify the client’s identity, gather necessary details, and issue responses via the same channel used for submission. Cases are marked as resolved only once the citizen confirms satisfaction," he noted.

Simuchembo said the system aligns with the Service Delivery Charters of ministries and adheres to Service Level Agreements (SLAs) to ensure timely service.

To enhance transparency, Simuchembo explained, the portal features a real-time analytic dashboard that tracks case volumes, response times, and citizen satisfaction.

The dashboard provides the Secretary to the Cabinet with an overview of ministry activities, while Controlling Officers monitor department-specific data.

So far, 101,382 cases have been recorded, with 62% resolved.

Simuchembo noted that phone calls are the most utilized communication channel, helping ministries allocate resources effectively.

The system allows detailed case tracking, enabling users to monitor topics and check individual case statuses using unique case numbers.

“The system ensures transparency by allowing citizens to track their cases while holding agents accountable for timely responses,” Simuchembo emphasized.

He encouraged citizens to access the portal through various platforms, including the mobile application. Feedback from users will continue to refine the system and improve public service delivery.

Speaking when he officiated the launch in Lusaka, Secretary to the Cabinet Patrick Kangwa described the portal as a transformative tool designed to address inefficiencies in citizen engagement.

He highlighted previous challenges, including fragmented communication channels and delays that frustrated citizens.

“This platform integrates web portals, social media, chat platforms, and physical centers, ensuring accessibility for all citizens,” Kangwa said.

He noted that users could track the progress of their submissions in real-time, fostering accountability and trust.

The portal aims to streamline communication, reduce duplication, and improve resource allocation by providing government departments with insights into public needs.

The inclusion of local languages is expected to enhance accessibility nationwide.

Kangwa urged all government ministries and departments to promote the portal and ensure its effective use.

He called on the media to help raise awareness, ensuring citizens across Zambia benefit from the platform.

“This tool is a national asset requiring cooperation from all government institutions,” he said.

“Together, we can ensure no one is left behind in this digital transformation.”

The portal reflects Zambia's commitment to leveraging technology for responsive and citizen-centered governance, marking a significant step in improving transparency and service delivery.

And speaking at the same event, Namibia's Secretary to the Cabinet, George Simataa, lauded Zambia’s efforts, describing the initiative as a game-changer for public administration in Africa.

Simataa, with over four decades of public service experience, highlighted the system’s potential to enhance accessibility and citizen satisfaction.

“This is a transformative system that ensures citizens can access government services anywhere, anytime,” Simataa said.

“Such innovations can lead to greater satisfaction among citizens, potentially reducing dissatisfaction with governance.”

The initiative, aimed at transitioning Zambia from paper-based processes to digital platforms, is expected to improve efficiency and accessibility.

Simataa referenced Kenya’s success in digitizing 222,000 government services, noting the benefits of Zambia adopting similar systems to serve its 20 million citizens.

Simataa also praised the team behind the initiative for their commitment and innovation, describing them as dynamic and dedicated.

He expressed optimism about Namibia learning from Zambia’s advancements, underscoring the shared history and collaboration between the two nations.

The new digital platform is expected to streamline public service delivery, making it more efficient and accessible.

The government hopes to address key challenges in governance and ensure citizens’ needs are met effectively.

Zambia’s digital transformation initiative reflects broader efforts across Africa to modernize governance and enhance service delivery.

If successful, it could serve as a model for other nations on the continent, fostering greater transparency, accountability, and efficiency.

Percy Chinyama, National Coordinator for Smart Zambia, emphasized the need for precision in governance, especially in response to misinformation.

He revealed plans for an artificial intelligence (AI)-powered platform to monitor social media and address concerns.

“This initiative ensures government services are not only more accessible but also more efficient,” Chinyama said.

He highlighted the importance of feedback in service delivery, explaining that precision planning and budgeting are key to meeting citizens' real needs.

The Citizen Service Support Portal will collect public feedback, allowing continuous improvements to services from various government ministries and agencies.

Chinyama also drew a comparison to AI used in monitoring football players' endurance, noting that the same technology should be applied to manage the country's resources effectively.

The launch is part of the government's strategy to create a "learning government" that listens to its citizens.

Chinyama stated that the platform would help the government understand the true needs of the public, moving beyond the louder voices that may not represent the majority.

He stressed the importance of successful adoption by ministries and public bodies. Chinyama concluded by expressing confidence that the platform would improve public service delivery and foster greater transparency and accountability.

Kasobile Kamwambi, Head of the Presidential Delivery Unit (PDU), said the initiative aims to bridge the gap between government performance reports and public perceptions.

“While ministry appraisals often report 75% or higher performance, public feedback paints a different picture,” Kamwambi said.

“This portal is a direct avenue for citizens to interact with the government and hold public servants accountable.”

Key Features and Benefits

The portal enables users to lodge and track service requests in real-time, reducing reliance on personal connections for follow-ups.

It also identifies inefficiencies within government institutions. For example, analytics revealed significant disparities in query resolution times within the same ministry, highlighting areas needing improvement.

Collaboration for Success

Kamwambi stressed that the platform’s success depends on active participation from all government institutions.

“Let us embrace this innovation as part of our commitment to better service delivery. It aligns with our National Development Plan and e-Government Strategy,” he said.

Engagement Across Borders

Representatives from Namibia, who inspired aspects of the portal, attended the launch. Kamwambile acknowledged their contributions and emphasized the need for continuous learning from regional best practices.

Empowering Citizens

Accessible to all Zambians, including those in the diaspora, the portal eliminates the need for physical visits to government offices.

Citizens can track their queries and receive updates in real-time, fostering transparency and efficiency.

The Citizens Portal is part of the government’s broader “Delivering for the People” initiative.

Kamwambi described it as a tool to transform public service and inspire progress.

“This is about connecting Zambia, improving access, and delivering change—one click at a time,” he said.