Read time: 3 minutes

Zambia introduces e-government portal

By , Zambia Contributor
Zambia , 29 Jan 2025
The Citizen Support Portal is accessible via a website and mobile application.
The Citizen Support Portal is accessible via a website and mobile application.

The Zambian government yesterday unveiled the Citizen Support Portal as part of its continuous efforts to enhance public engagement , service delivery, and transparency.

The Citizens Support Portal is a digital platform developed by the e-government division (SMART Zambia Institute) to bridge the communication gap between citizens and government.

This portal serves as a feedback system, allowing citizens to communicate with the government about the services offered by various institutions.

Smart Zambia said: “By offering a convenient and user-friendly interface, the portal will empower citizens to actively participate in the governance process and ensure their voices are heard.”

It explain that citizens can access various government services, including applications, payments, and document submissions, from the comfort of their own homes.

Also, the portal provides citizens with real-time updates on the status of their complaints and requests, promoting transparency and accountability.

The Smart Zambia said: “The portal enables citizens to participate in online consultations, surveys, and feedback mechanisms, ensuring their voices are heard, and it automates many manual processes, reducing the time and effort required to access government services, as well as provide a secure and centralised platform for data management, reducing the risk of data loss and improving data-driven decision-making.”

The Citizen Support Portal is accessible via a website and mobile application. Citizens can create a secure account, access various government services, and track the progress of their requests in real time.

Additionally, the SMART Zambia Institute has integrated various communication channels, including the portal, emails, SMS, voice calls, WhatsApp, Facebook, a mobile app, and a chatbot.

“These channels allow citizens to communicate with live agents within different government institutions to relay their feedback. Further, a survey feature has been attached to the portal to rate the government ministries based on the feedback received,” it said.

Patrick Kangwa, secretary to the cabinet of President Hakainde Hichilema, presided over the launch at a hotel in the capital Lusaka.

“The deployment of the portal enables citizens to have a formal way to provide feedback to the government, thereby enabling the provision of quality services,” Kangwa said.

Daily newsletter