CITIZEN SUPPORT PORTAL TO IMPROVE SERVICE DELIVERY 

By Daily News Reporter 

The Zambian government through Smart Zambia Institute has unveiled the Citizen Support Services Portal to strengthen citizen engagement and improve service delivery. 

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.

Speaking during the launch Secretary to the Cabinet, Mr. Patrick Kangwa stated that 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.

He further urged that the portal is designed to provide citizens with a convenient and user-friendly interface to access government 

And Speaking at the same event, Namibia's Secretary to the Cabinet, Dr George Simataa, also added that his country Namibia need to learn from Zambia in citizen-centric governance, especially with the launch of the Citizen Support Portal.

Meanwhile, the Head of the Presidential Delivery Unit, Ms Kusobile Kamwambi added that the portal's role will promote efficiency, accessibility and transparency and regardless of distance and economic status are accorded a chance to interact with the overnment.

Ms. Kamwambi also said that this underscored the importance of digital literacy in ensuring that all citizens can effectively utilize the portal and it will be Empowering 80% of Zambians with digital access and literacy by 2026.

And SMART Zambia's national Coordinator, Mr Percy Chinyama, emphasised that the Citizen Support Portal will act as a bridge between the government and its citizens, adding that it enables the public service to deliver services according to its intended 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.

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.