Online Reporter
Ivan Zhakata
Online Correspondent
The Government has commissioned the TelOne Omni Contact Centre in Harare, a customer service hub that is expected to boost service delivery, create jobs, and strengthen Zimbabwe’s digital transformation efforts.
Speaking at the launch, Information Communication Technology, Postal and Courier Services Minister Tatenda Mavetera said the centre marked a pivotal milestone in the country’s pursuit of technological modernisation, improved public service delivery and the vision of a digital economy.
“It is with profound honour and immense pride that I stand before you today to celebrate a remarkable event—the official commissioning of the landmark TelOne Omni Contact Centre,” she said.
“This occasion is not merely a ceremonial gathering; it signifies a pivotal milestone in our journey towards national progression and development.
“Today, we are laying the groundwork for a future vibrant with possibilities, where technology acts as an enabler for progress and development across all sectors of our economy.”
She said the facility aligns with the National Development Strategy 2 (NDS2) and Vision 2030, both championed by President Mnangagwa, which emphasise innovation, productivity and inclusive economic empowerment.
“The Government has outlined 10 national priorities under the NDS2 framework to foster economic growth and drive social transformation,” Minister Mavetera said.
“The Omni Contact Centre is a notable initiative that aims to create value for citizens by modernising services, enhancing accountability and improving overall service satisfaction on a national scale.”
Minister Mavetera said the centre would support the country’s digital economy ambitions by integrating customer interaction channels such as voice, email, social media, chatbots and mobile apps into a unified system, in line with Client Service Charters’ demand for efficiency, transparency and accessibility.
She said Artificial Intelligence (AI) was now a critical component of modern service delivery.
“With AI-powered chatbots and analytics, businesses can significantly reduce wait times, anticipate customer needs, personalise interactions and use feedback to drive continuous improvement. As we embrace the digital economy, these capabilities have evolved from optional features to essential components shaping a responsive, efficient and citizen-centric service culture.”
The minister urged collaboration among the Government, the private sector, academia and civil society to ensure the success of the centre, adding that the initiative was central to the national ICT strategy, which includes expanding broadband connectivity, enhancing e-government services and strengthening digital trust.
TelOne chief executive officer Engineer Lawrence Nkala said the new facility—featuring 102 workstations—was a major investment in the future of customer service, digital skills development and innovation.
“Today marks a significant milestone not only for TelOne as an organisation but also for the country’s digital economy. We are officially launching the 102-seater Omni Contact Centre, a platform designed to deliver world-class customer engagement,” he said.
Eng Nkala said the centre would run on advanced infrastructure, including cloud solutions, integrated communication systems and energy-efficient technologies.
“This project directly supports government priorities under the digital economy agenda. We expect the centre to create more than 65 jobs,” he said.
“This platform can create a national hub of innovation, and it positions Zimbabwe to scale in the global outsourcing and service industry.”
Eng Nkala said the investment reflected TelOne’s long-term strategy of modernising infrastructure, expanding digital services and supporting national objectives.
“This centre demonstrates the value of patient capital and the importance of aligning state-owned enterprises with best-in-class strategies,” he said.
“The Omni Contact Centre will drive our transformation through modernising systems and deploying advanced technologies.”
The new facility is expected to enhance service efficiency for millions of TelOne customers and provide opportunities for young people to acquire digital and customer management skills as Zimbabwe accelerates its digital transformation journey.
