The Government of the Republic of Zambia will launch the Citizen Support Portal on January 15, as part of its ongoing efforts to improve service delivery, increase citizen engagement, and foster transparency. This announcement was made by the e-government division on Monday, also known as Smart Zambia Institute.
The Citizen Support Portal is a digital platform that allows citizens to report problems, ask for help, and monitor the progress of their requests for government services.
The portal will enable residents to actively engage in the governance process and guarantee their voices are heard by providing a practical and easy-to-use interface.
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Benefits of the Citizen Support Portal
Simple access to government services: From the convenience of their homes, citizens can access a range of government services, such as applications, payments, and document submissions.
Improved transparency: By giving citizens up-to-date information on the progress of their requests and complaints, the site fosters accountability and transparency.
Improved citizens engagement: By allowing citizens to take part in online surveys, consultations, and feedback systems, the portal makes sure that their opinions are heard.
Increased efficiency: By automating numerous manual procedures, the portal lowers the time and effort needed to obtain government services.
Better data management: By offering a centralised, safe platform for data management, the portal lowers the possibility of data loss and enhances data-driven decision-making.
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How the Citizen Support Portal works
The Citizen Support Portal can be accessed through an intuitive mobile application and website.
Users can register for a secure account, access a range of government services, and monitor the real-time status of their requests.
The SMART Zambia Institute has also incorporated a number of communication methods, such as a chatbot, a mobile app, WhatsApp, Facebook, voice calls, emails, SMS, and the portal. Through these channels, citizens can provide feedback by speaking with live agents in various government institutions.
In order to rate the government ministries according to the input collected, a survey option has also been added to the platform.
Goal of the Citizen Support Portal
The goal of the Citizen Support Portal is to give people the tools they need to take an active role in government and make sure their opinions are heard.
The portal encourages accountability, openness, and citizen-centric governance by providing an easy-to-use interface.
A citizen who files a complaint will be assigned a number and allowed to monitor its status.