Online Reporter
Wallace Ruzvidzo-Herald Reporter
ACCOUNTABILITY, integrity, efficiency and compassion must be embedded in the character of all public officials, President Mnangagwa has said.
In his address at the launch of the Citizens Engagement and Scoring Platform in Harare yesterday, the President directed all public officials to re-commit to a work ethic and culture where listening is deliberate and citizens’ feedback is a catalyst for excellence in service delivery.
“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 launched digital platform will see residents rating local authorities in terms of service delivery in eight service categories.
These are: Water, Sanitation, Solid Waste management, Roads and pothole management, Corporate governance, Health and Environment, Housing, and social amenities.
Each category will have a set of questions against which a score is awarded. There is then an Artificial Intelligence-enabled data analytics to allow for broad conclusions and ratings.
President Mnangagwa said such platforms were testament that the Second Republic is amplifying the “powerful principle” that Government exists to serve its people.
President Mnangagwa and Vice President Dr Kembo Mohadi sing the National Anthem at the launch of the Citizen Engagement and Scoring Platform at the Harare International Conference Centre yesterday. — Picture: Believe Nyakudjara.
“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”.
“These strategies are reflective of the Second Republic’s commitment to patriotism, hard honest work, professionalism, integrity and measurable results across all sectors of public service,” he said.
“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.”
In this regard, President Mnangagwa rallied all local authorities and public institutions to “put citizens first”, adding that quality service delivery must 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. 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. The Citizen Engagement and Scoring Platform is set to shift governance from ‘being done for the people,’ to ‘being shaped with the people,” he said.
Further, the President said the digital platform reaffirmed his Administration as a “listening Government”.
He added that all opinions, views or recommendations from ratepayers, including private sector players, were vital towards bolstering the country’s current national development drive.
“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. It stands as proof that we are walking the talk and leaving no one and no place behind,” said President Mnangagwa.
The modernisation and industrialisation of the country, he added, demanded that Zimbabwe speedily adapt new technologies and best practices.
On Wednesday, President Mnangagwa had time to appreciate the capabilities of the Citizen Engagement Scoring Board, embedded within the system and yesterday congratulated the young innovators from the Harare Institute of Technology University, who developed the platform.
“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.
“It will equally enhance the social contract between rate payers and Local Authorities. This should see greater convergence between the promises we make and the transformational impacts of our performance,” said President Mnangagwa.
The end goal, he said, was to see improved outcomes, mutually beneficial decisions, as well as more inclusive and resilient societies.
Defence Minister Oppah Muchinguri-Kashiri (right), Chief Secretary to the President and Cabinet Dr Martin Rushwaya (second from right), Geo Pomona chief executive and executive chairman Dr Dilesh Nguwaya (left), Harare Mayor Jacob Mafume (second from left), Deputy Ministers in the Ministry of Local Government and Public Works Benjamin Kabikira (centre) and Albert Mavhunga (third from right) await the arrival of the President at the launch of the Citizen Engagement and Scoring Platform at the Harare International Conference Centre yesterday. — Pictures: Believe Nyakudjara.
Towards this end, President Mnangagwa said the Citizen Engagement and Scoring Platform must therefore, be viewed and effectively utilised as a concrete tool to build confidence and sustain public trust.
“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.
“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,” said the President.
Apart from that, 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.
“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,” he said.
President Mnangagwa urged 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.
“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,” he said.
“Allow it to sharpen your focus and renew your commitment to professionalism, excellence, integrity and quality service delivery.”
President Mnangagwa said accountability achieved 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.
“I encourage you to utilise this Platform responsibly and constructively, mindful that 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,” he said.
“The Call to Action, Minimum Service Delivery Standards, and now this, Citizen Engagement and Scoring Platform, are not isolated initiatives, but evidence that my Administration listens, learns and adapts to evolving socio-economic, political and technological realities to deliver on its promises.”
Also in attendance at the launch were Vice President Kembo Mohadi, Chief Secretary in the Office of the President and Cabinet Dr Martin Rushwaya, Harare Minister of State for Provincial Affairs and Devolution Charles Tawengwa, Cabinet Ministers, Deputy Minister, Mayors, Town Clerks and representatives from local authorities, among other top officials.
