29 January 2025

The Citizens Support Portal is a digital platform developed by the e-government division (SMART Zambia Institute) to bridge the communication gap between citizens and government. This portal serves as a feedback system, allowing citizens to communicate with the government about the services offered by various institutions.

“By offering a convenient and user-friendly interface, the portal will empower citizens to actively participate in the governance process and ensure their voices are heard,” said Smart Zambia in a statement.

It explains that citizens can access various government services, including applications, payments, and document submissions, from the comfort of their own homes. The portal also provides citizens with real-time updates on the status of their complaints and requests, promoting transparency and accountability.

“The portal enables citizens to participate in online consultations, surveys, and feedback mechanisms, ensuring their voices are heard, and it automates many manual processes, reducing the time and effort required to access government services, as well as provide a secure and centralised platform for data management, reducing the risk of data loss and improving data-driven decision-making,” added Smart Zambia.

The Citizen Support Portal is accessible via a website and mobile application. Citizens can create a secure account, access various government services, and track the progress of their requests in real time. Additionally, the SMART Zambia Institute has integrated various communication channels, including the portal, emails, SMS, voice calls, WhatsApp, Facebook, a mobile app, and a chatbot.

“The deployment of the portal enables citizens to have a formal way to provide feedback to the government, thereby enabling the provision of quality services,” said Patrick Kangwa, secretary to the cabinet of President Hakainde Hichilema.