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The Zambian government has unveiled the Citizen Support Service Portal, an online platform through which people can submit requests, share concerns, and communicate ideas to the government.
The portal would also enable the government to monitor the pragmatic performance of the Permanent Secretaries in the public service.
Secretary to the Cabinet Patrick Kangwa, Head of Presidential Delivery Unit (PDU) Kusobile Kawambi and Smart Zambia Institute National Coordinator Percy Chinyama officially launched the portal.
The official launch of the portal which was attended by various government departments and Ministries was held at Pamodzi Hotel in Lusaka on Tuesday.
“This groundbreaking initiative underscores our unwavering commitment to enhancing Citizen engagement, communication, and service delivery across the country, said Patrick Kangwa, the Secretary to the Cabinet.
Kangwa stated that the initiative leverages the power of technology to address long-standing challenges, including fragmented communication channels, inefficient case management, and limited transparency.
He said this would be done while fostering a stronger and more collaborative relationship between the zambian government and its citizens.
“Before the advent of this portal, our engagement with citizens faced numerous challenges. Traditional methods such as suggestions boxes, while well meaning, often fell short of addressing the volume and complexity of citizens feedback,” Kangwa noted.
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He highlighted that departments struggled to respond effectively and promptly, leading to frustration among citizens.
Additionally, the lack of integrated systems hindered efficient service delivery, creating duplication of efforts and delays in resolving cases.
Smart Zambia Institute National Coordinator, Percy Chinyama, said by leveraging technology, the portal seeks to create a government that was more transparent, accountable, and responsive to its citizens.
“This platform marks a significant step forward in our commitment to making government services not only more accessible and efficient but also more attuned to your needs and concerns,” Chinyama said.
Meanwhile, Head of Presidential Delivery Unit (PDU) Kusobile Kawambi stated that according to the 2022 national Information, Communications and Technology (ICT) survey, significant gaps remained in digital literacy and infrastructure.
“This portal aims to address these challenges by providing a single user friendly platform for citizens to engage with the government services from a location with internet connectivity,” Kawambi said.
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