In a bid to strengthen citizen engagement and improve service delivery, the Zambian government has unveiled the Citizen Support Services Portal.
This innovative online platform enables citizens to report issues, request assistance, and track the status of their requests in real-time.
The portal, developed by the Electronic Government Division (SMART Zambia Institute), aims to bridge the gap between citizens and the government, promoting transparency, accountability, and efficiency in service delivery.
Secretary to the Cabinet, Mr. PATRICK KANGWA, has hailed the launch of the Citizens Support Portal as a “momentous milestone” in Zambia’s journey towards a more connected and citizen-focused government adding that the days of ‘Boma Iyanganepo’ are now a thing of the past as their voices will now be heard on the portal.
“This portal underscores our commitment to enhancing citizen engagement, communication, and service delivery,” he said.
Mr. KANGWA emphasized that the portal is designed to provide citizens with a convenient and user-friendly interface to access government services.
“The Citizens Support Portal is a significant step towards creating a more responsive and citizen-centered government,” he added.
Speaking at the same event, Secretary to the Cabinet of Namibia Dr. George Simataa said his country has lot to learn from Zambia in citizen-centric governance especially with the launch of the Citizen Support Portal.
Meanwhile, Head of the Presidential Delivery Unit, Ms. KUSOBILE KAMWAMBI, has stressed the portal’s role in promoting efficiency, accessibility and transparency and is regardless of distance and economic status are accorded a chance to interact with government.
“This initiative aligns with Zambia’s vision of leveraging technology to foster inclusivity, enhance service delivery, and ensure every Zambian can participate meaningfully in the emerging digital economy.”
Ms. KAMWAMBI underscored the importance of digital literacy in ensuring that all citizens can effectively utilize 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, National Coordinator, Mr. PERCY CHINYAMA, has emphasised that the Citizen Support Portal acts as a bridge between government and its citizens adding that it enables the public service to deliver services according how it is meant to.
“The traditional way of just providing a service and not getting feedback has been proven as not effective as we now have to meet citizens at their points of need ensuring continuous improvement of government services.” he said.
Mr. CHINYAMA highlighted that the portal is a powerful service portal and a mechanism that will ensure that the public service is continuously evolving.
“This initiative reflects government’s dedication to creates a public service that listens and learns, proving citizen the services they truly need,” he said.
The launch of the Citizen Support Services Portal marks a significant milestone in Zambia’s digital transformation journey.
As the country continues to leverage technology to drive growth and development, initiatives like this portal will play a critical role in enhancing citizen engagement and improving service delivery.
