Online Reporter
Wallace Ruzvidzo, [email protected]
ACCOUNTABILITY, integrity, efficiency and compassion must define the character of every public official as Zimbabwe accelerates its digital transformation and reforms aimed at improving service delivery, President Mnangagwa has said.
Speaking at the launch of the Citizens Engagement and Scoring Platform in Harare yesterday, the President challenged public officials to embrace a culture that values listening to citizens and using their feedback as a catalyst for excellence.
“This will not only strengthen trust between Government and citizens, but also lay a firm foundation for sustainable development and shared prosperity,” he said.
The newly launched digital platform allows citizens to assess the performance of local authorities in eight key service areas, including water supply, sanitation, solid waste management, roads and pothole management, corporate governance, health and environment, housing and social amenities.
Each category has a set of questions against which residents award scores, while an Artificial Intelligence-enabled analytics system processes the data to generate broader conclusions and performance ratings.
President Mnangagwa said the platform demonstrates the Second Republic’s commitment to citizen-centred governance and reinforces the principle that Government exists to serve the people.
“The launch of the Citizen Engagement and Scoring Platform was preceded by milestones in our ongoing local governance reform agenda namely the; ‘Call to Action No Compromise to Service Delivery Blueprint’ and ‘Minimum Service Delivery Standards,” he said
President Mnangagwa said these strategies are reflective of the Second Republic’s commitment to patriotism, hard honest work, professionalism, integrity and measurable results across all the sectors of public service.
“May this Platform serve as a symbol of our collective resolve to build a responsive, inclusive and knowledge-driven society where all the people of our motherland, Zimbabwe, enjoy a prosperous and higher quality of life,” he said.
The President urged all local authorities and public institutions to place citizens at the centre of their operations, stressing that quality service delivery must be a daily priority, not be an afterthought.
“It is the daily focus area around which our efforts should be directed for the accelerated implementation of people-centred programmes and projects. Through the Minimum Service Delivery Standards, we have transformed the ‘Call to Action’ into concrete and measurable benchmarks,” he said.
“To this end, local authorities should continue to provide quality services that are reflective of our national Vision of becoming a prosperous and empowered upper-middle-income society by 2030.”
President Mnangagwa said the Citizen Engagement and Scoring Platform would transform governance from “being done for the people” to “being shaped with the people”.
He said the digital platform reaffirmed his administration as a listening Government, adding that the opinions and recommendations of citizens, ratepayers and the private sector were crucial in advancing national development.
“Under Zanu PF, the voices of the people, their needs and aspirations will continue to be addressed without delay or vacillation. It is within this context that the Citizen Engagement and Scoring Platform guarantees every Zimbabwean the opportunity to provide feedback, identify service gaps, and evaluate performance in real time, from across all communities,” said President Mnangagwa.
“It stands as proof that we are walking the talk and leaving no one and no place behind.”
President Mnangagwa said the modernisation and industrialisation of Zimbabwe required the speedy adoption of new technologies and global best practices.
He commended young innovators from the Harare Institute of Technology who developed the platform, saying the system will generate valuable data to guide policy formulation and service delivery.
“The big data that can be derived from the interview questions will be useful to Government for broader policy planning. I was equally impressed that the Platform ensures that technology, in particular Artificial Intelligence, is leveraged, to propel reforms and the modernisation of our systems towards increased trust between the citizens and Government,” he said.
“It will equally enhance the social contract between ratepayers and local authorities. This should see greater convergence between the promises we make and the transformational impacts of our performance.”
The President emphasised that the platform should not be viewed as a fault-finding mechanism but as a professional tool for improving governance and correcting service delivery shortcomings.
“I invite citizens to embrace this system and hold Local Authorities accountable while also strengthening the fundamental principles of responsive, transparent and people-centred participatory governance.
“During the presentation given to me by the Minister (of Local Government and Public Works, Daniel Garwe) and his team, I noted with keen interest the sample recommendations proposed by the AI-enabled analytical tool,” said President Mnangagwa.
“In my view, it is critically important that, as users, you all adapt proposals to our own local context and heritage-based governance model. We must remain grounded in our unique Zimbabwean identity and values as we adopt various ICT solutions and global best practices.”
President Mnangagwa said modern economies could not thrive on outdated systems, nor could nations develop, prosper and flourish where service delivery is uneven, inconsistent, opaque, or selective.
He said it was against this background that the institutionalisation and co-creation of modern ICT-enabled solutions should be prioritised.
“Additionally, a sense of community and accountability must guarantee that service delivery is equitable and inclusive, as provided for under Chapter 9 of our national Constitution. Under my leadership, we are not going back on the requirement of a performance culture anchored on measurable results, citizen satisfaction and visible services,” said the President.
“Going forward, data, which is the fuel of modern and technology-driven economies, must guide decision-making and policy implementation. Ministries, Departments, Agencies, and Councils are now required to adopt systems that enable insights and feedback from citizens.”
President Mnangagwa implored the public sector to give prompt responses, plan smarter and prudently use public resources, in alignment with the broader e-Government strategy and digital transformation agenda.
“Let me be clear that this platform is not a fault-finding instrument. It is not a courtroom or an enquiry, but an essential professional barometer and analytical tool which must allow the timely correction of errors, oversight and lapses in service delivery, by local authorities,” he said.
“To our public servants across Government, feedback is not an attack; it is guidance from the very people you are mandated to wholeheartedly serve. I, therefore, urge you to embrace this platform as your ally and a collaborative tool for accelerated delivery of services.”
President Mnangagwa said accountability achieves its fullest impact when it is complemented by civic duty and responsible participation. “However, constructive feedback towards strengthening public institutions, encouraging innovation, and exposing inefficiencies should always be the guiding motivation, and not malice,” he said.
President Mnangagwa urged citizens to use the platform responsibly and constructively, saying nation-building is a shared responsibility.
“Your views should refine and improve systems as well as procedures, for the overall good of our beloved motherland, Zimbabwe. We thank development partners and the private sector for their valued support as we harness innovation to advance transparent, accountable and citizen-centred governance.
The President said the Call to Action, Minimum Service Delivery Standards and the Citizen Engagement and Scoring Platform are evidence that the Second Republic listens, learns and adapts to evolving socio-economic, political and technological realities to deliver on its promises.
Among those who attended the launch were Vice President Dr Kembo Mohadi, Chief Secretary in the Office of the President and Cabinet Dr Martin Rushwaya, Minister of State for Harare Provincial Affairs and Devolution Charles Tawengwa, Cabinet Ministers, Deputy Minister, mayors, town clerks and other representatives from local authorities, among other top officials.
