Government unveils real-time service platform
By Mary Kachepa
Government has launched the Citizen Support Portal, meant to improve transparency and enhance service delivery.
The Portal aims to bridge the gap between citizens and government by enabling access to information, services, track progress on queries and give feedback on services from Ministries in real time.
The system also allows Controlling Officers to monitor how prompt Officers are responding to queries.
Speaking during the launch in Lusaka today, Secretary to the Cabinet PATRICK KANGWA said traditional methods of getting feedback from Citizens such as suggestion boxes fell short of addressing the volume of queries in real time.
Mr. KANGWA said lack of an online platform hindered efficiency in service delivery which fueled confusion and misinformation.
He urged Smart Zambia Institute to prioritise sensitisation and education on the use of the platform and include local language use.
And Smart Zambia Institute National Coordinator PERCY CHINYAMA said his team is working on another platform that uses Artificial Intelligence to monitor social media comments and respond by giving Government position.
Meanwhile, Head Presidential Delivery Unit- PDU- KUSOBILE KAMWAMBI said the Portal is meant to bridge the disconnect between Government and the Citizens by ensuring accountability.
Ms. KAMWAMBI urged Controlling Officers to monitor the platform at least once daily to see how Officers are responding to requests.
Speaking at the same event, Secretary to the Cabinet of the Republic of Namibia GEORGE SIMATAA said the Portal is a brilliant example of Governments embracing digital transformation.
