Mthabisi Tshuma in Bambadzi, Bulilima
INFORMATION, Communication Technology, Postal and Courier Services Minister Tatenda Mavetera has given her ministry, the Postal and Telecommunications Regulatory Authority of Zimbabwe (Potraz) and Zimpost 90 days to develop a costed transformation plan for the postal and courier sector.
The focus is on improving service reliability, expanding rural access and embracing digital technologies.
The directive was issued during the 2026 World Post Day celebrations at Bambadzi Business Centre in Bulilima District, Matabeleland South, on Saturday.
The proposed plan is expected to consolidate existing initiatives, identify funding options and assign responsibilities and implementation milestones through 2030, with quarterly reports tracking progress in delivery reliability, rural access, customer complaints, financial performance and technology adoption.
“My policy direction is clear: modernise operations, extend meaningful access and account for results. I direct the permanent secretary, working with Potraz and Zimpost, to coordinate a costed
Postal and Courier Sector Transformation Implementation Plan within 90 days,” said Minister Mavetera.
She said private operators, workers, relevant agencies, consumers and underserved communities must be involved in developing the plan.
The minister outlined six priority areas, beginning with protecting universal postal services and improving delivery reliability.
She directed Potraz to identify service gaps and recommend practical measures within its mandate,
while operators should publish clear delivery standards, tariffs and complaint procedures.
Zimpost and private courier companies were also encouraged to establish partnerships and shared collection points where these could improve access, particularly in underserved communities.
Minister Mavetera said any proposed closure or consolidation of postal services should be preceded by an assessment of community needs and the provision of credible alternatives.
She also called for the proposed digital centres policy to be advanced through consultation and the necessary approval processes, in line with National Development Strategy 2 (NDS2).
The centres should have reliable electricity, internet connectivity, maintained equipment and trained personnel to help communities access public services, develop digital skills and meet business needs.
Women and girls, persons with disabilities, older people and first-time users should receive equal access and appropriate support, she said.
With adequate training and supervision, digital champions could help young people assist communities with digital services, ensuring that people without smartphones or digital skills were not excluded.
The minister said the postal and courier sector should also develop affordable collection, packaging, tracking and returns services for micro, small and medium enterprises, particularly women-led and youth-led businesses.
She said the ministry and Potraz should engage the Zimbabwe Revenue Authority and other relevant agencies to address cross-border requirements and avoidable delays affecting courier services and trade.
Improved addressing systems and secure information exchange could help local producers become more reliable suppliers to regional markets, the minister added.
On regulation, Minister Mavetera said Potraz should review the existing framework to accommodate changing delivery business models and recommend reforms through consultation.
She stressed the need for clear and consistently enforced licensing requirements, as well as compliance with the Cyber and Data Protection Act and applicable provisions of Statutory Instrument 155 of 2024.
Consumers must also be protected against fraud and have effective remedies when services fail, she said.
The minister said the transformation programme should address the financial sustainability of Zimpost by improving operational efficiency, making better use of assets, developing new revenue streams and establishing transparent partnerships.
“The Zimpost Board and management must present a credible transformation programme covering operating efficiency, asset use, new revenue and transparent partnerships. It must set a time-bound path towards covering operating costs, with funding for universal service clearly identified,” she said.
Minister Mavetera said workers should be involved in the changes and equipped with the skills required to operate in an increasingly digital environment.
Energy-efficient operations, responsible packaging and resilient infrastructure were also important for the sector’s long-term viability.
Minister Mavetera said the transformation plan should translate Zimbabwe’s National Artificial
Intelligence Strategy into practical applications for postal and courier services.
The proposed technology programme should assess AI-assisted route planning, demand forecasting, fraud detection and customer support in local languages.
Other technologies, including connected tracking sensors, automated sorting and drone delivery, should be assessed against clearly identified service needs before being adopted.
“Each pilot must have an accountable lead, a timetable and measurable benefits before expansion,” said the minister.
She called for partnerships with universities, innovation hubs and local technology companies to develop solutions suited to Zimbabwe’s needs.
Minister Mavetera said operators must safeguard personal information, test automated systems for errors and unfair outcomes, maintain cybersecurity and provide human oversight when automated services fail.
Workers would require practical training, while digital centres could help citizens understand and use artificial intelligence safely.
Minister Mavetera was accompanied by ICT Deputy Minister Dingumuzi Phuti, the ministry’s permanent secretary, Dr Beaulah Chirume and other ministry officials.
Chief Madlambudzi, Chief Masendu, Chief Hikwa, Chief Mphini, Potraz deputy director-general Mr Alfred Marisa and Potraz board chairperson Professor Sam Takavarasha Jnr were among those who attended the event.
