By Chris Musekiwa
The Ministry of Local Government and Public Works has launched the Citizen Engagement and Scoring Platform (CESP), a digital tool designed to enable residents to assess the performance of their local authorities and provide real-time feedback on service delivery.
President Dr Emmerson Mnangagwa, who was Guest of Honour at the launch, described the platform as a bold step towards modernising Zimbabwe’s governance systems and improving public service delivery.
Read more: Ministry launches citizen engagement and scoring platform“Today, we are not merely launching a digital platform but deepening our democracy and participatory governance. We are strengthening the accountability and responsiveness of local authorities, both in urban and rural areas,” he said.
The President said the launch builds on earlier reforms, including the Call to Action: No Compromise to Service Delivery Blueprint and the Minimum Service Delivery Standards, which promote professionalism, integrity and measurable results across public service.
He said every local authority and public institution must put citizens first, adding that quality service delivery should remain the daily focus of councils as they implement people-centred programmes and projects.
According to the President, the Minimum Service Delivery Standards have turned the Call to Action into concrete and measurable benchmarks for local authorities.
He added that CESP will help shift governance from being done for the people to being shaped with the people, in line with the national vision of attaining an empowered upper middle-income society by 2030.
The President said the platform reaffirms his administration’s commitment to listening to citizens.
“This 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 is proof that we are walking the talk and leaving no one and no place behind,” he said.
President Mnangagwa said Zimbabwe’s modernisation and industrialisation require the adoption of modern technologies and best practices.
He commended the Harare Institute of Technology for developing the platform, describing the work of its young innovators as a demonstration of local technological capacity.
“I congratulate our young innovators from the Harare Institute of Technology. Makorokoto. They are the ones who developed this platform,” he said.
The President said data generated through the platform would support policy planning and help government leverage technology, including artificial intelligence, to accelerate governance reforms.
He said the platform should strengthen the social contract between ratepayers and local authorities, improve decision-making, build public confidence and sustain trust in public institutions.
He urged users to adapt technology-driven recommendations to Zimbabwe’s local context and heritage-based governance models.
“We must remain grounded in our unique Zimbabwean identity and values as we adopt various ICT solutions and global best practices,” he said.
The President said modern economies need efficient systems and reliable service delivery, adding that ICT-enabled solutions must become standard practice as Zimbabwe works towards Vision 2030.
He added that community accountability should ensure service delivery is equitable and inclusive, as provided for under Chapter 9 of the Constitution.
He said Government would not compromise on service delivery.
“Data, which is the fuel of modern 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,” said the President.
He urged councillors and the wider public sector to embrace technology, respond promptly to citizen concerns, plan smarter and use public resources prudently in line with the broader e-government and digital transformation agenda.
The President stressed that CESP is not a fault-finding instrument or courtroom, but a professional barometer to support timely correction of service delivery gaps.
“Feedback is not an attack. It is guidance from the very people you are mandated to wholeheartedly serve,” he said, urging public servants to use the platform as a collaborative tool for improved service delivery.
He also encouraged citizens to use the system responsibly and constructively, saying their views should help strengthen institutions, encourage innovation, and improve systems for the benefit of Zimbabwe.
The President thanked development partners and the private sector for supporting innovation aimed at advancing transparent, accountable, and citizen-centred governance.
He said the Call to Action, Minimum Service Delivery Standards and CESP are not isolated initiatives, but evidence that Government listens, learns and adapts to changing socio-economic, political and technological realities.
Concluding his remarks, President Mnangagwa urged all arms of Government to recommit to a culture where listening is deliberate and citizen feedback drives excellence in service delivery, accountability, integrity, efficiency, and compassion.
“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 Zimbabwe enjoy a prosperous and higher quality of life,” he said.