To enhance service delivery and boost citizen engagement, the Zambian government launched the Citizen Support Services Portal on Tuesday.
Through this cutting-edge online platform, citizens may report problems, ask for help, and monitor the progress of their requests in real time.
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Citizen Support Portal to serve as communication bridge between government and citizens
The portal, created by the SMART Zambia Institute’s Electronic Government Division, attempts to close the communication gap between the public and the government by encouraging openness, responsibility, and effectiveness in the provision of services.
The Citizens Support Portal’s launch has been hailed by Secretary to the Cabinet, Mr Patrick Kangwa, as a “momentous milestone” in Zambia’s journey towards a more interconnected and citizen-focused government.
He also said that the days of “Boma Iyanganepo” are over because their voices will now be heard on the portal.
Mr. KANGWA underlined that the portal’s purpose is to give citizens an easy-to-use interface for obtaining government services.
“The Citizens Support Portal is a significant step towards creating a more responsive and citizen-centred government,” he added.
Namibia to learn from Zambia’s Citizen Support Portal initiative
Speaking at the same event, Dr. George Simataa, Namibia’s Secretary to the Cabinet, stated that Zambia has taught his nation a lot about citizen-centric administration, particularly with the introduction of the Citizen Support Portal.
Ms. Kusobile Kamwanbi, the head of the Presidential Delivery Unit (PDU), has emphasised the portal’s function in fostering effectiveness, accessibility, and openness, and that everyone has the opportunity to communicate with the government regardless of location or financial situation.
“This initiative aligns with Zambia’s vision of leveraging technology to foster inclusivity, and enhance service delivery.”
Need for digital literacy for citizens to access Citizen Support Portal
Ms. Kamwambi underlined the need of digital literacy in ensuring that all residents can properly access the portal.
“As we make strides in connecting and empowering 80% of Zambians with digital access and literacy by 2026, it follows naturally that government services must also transition to meet citizens where they are – digitally.”
SMART Zambia’s national Coordinator, Mr Percy Chinyama, has underlined that the Citizen Support Portal functions as a bridge between the government and its residents, adding that it helps the public service to deliver services according to its original purpose.
“The traditional way of just providing a service and not getting feedback has been proven as ineffective as we now have to meet citizens at their points of need ensuring continuous improvement of government services,” he said.
The Citizen Support Portal, which was initially scheduled to be inaugurated on January 15, represents a critical turning point in Zambia’s digital transformation process.