Harare, (New Ziana) – In a bold step to modernise governance systems and transform public service delivery, President Emmerson Mnangagwa on Thursday launched the Citizen Engagement and Scoring Platform, a digital system that will enable residents and ratepayers to assess the performance of their local authorities.
Under the new framework, online ratings submitted by citizens will account for more than 40 percent of the official performance score of the 32 urban councils and 60 rural district councils in the country.
Addressing mayors, town clerks, senior government officials, development partners, and representatives of residents’ associations drawn from across the country in Harare, President Mnangagwa described the launch of the platform as something far greater than a software application.
“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 in both urban and rural areas.
“Government exists to serve its people, and the platform is a practical expression of that principle. It completes the local governance sequence by giving every Zimbabwean the opportunity to provide feedback, identify service gaps, and evaluate efficiency in real time,” he said.
He noted that the launch of the Citizen Engagement and Scoring Platform follows key milestones in the ongoing local governance reform agenda, including the “Call to Action – No Compromise to Service Delivery Blueprint” and the “Minimum Service Delivery Standards.”
“These strategies reflect the Second Republic’s commitment to patriotism, hard and honest work, professionalism, integrity, and measurable results across all sectors of public service. Under the Call-to-Action Blueprint, every local authority and public institution must put citizens first. Quality service delivery must not be an afterthought. It should be the daily focus around which our efforts are directed for the accelerated implementation of people-centred programs 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,” he said.
President Mnangagwa said the platform guarantees every Zimbabwean the opportunity to provide feedback, identify service gaps, and evaluate performance in real time. He added that he was impressed by its integration of technology, particularly artificial intelligence, to drive reforms and modernise systems in ways that strengthen trust between citizens and government.
“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,” he said.
President Mnangagwa further noted that modern economies cannot thrive on outdated systems and emphasised the importance of institutionalising and co-creating modern Information and Communication Technology (ICT)-enabled solutions.
Before the launch of the Citizen Engagement and Scoring Platform, Permanent Secretary in the Ministry of Local Government and Public Works, John Bhasera, said the initiative builds on a benchmarking exercise conducted by the Ministry against service delivery standards in upper-middle-income economies, the category Zimbabwe aspires to join by 2030.
The exercise produced eight service delivery categories namely water supply, sanitation, solid waste management, roads and public lighting, corporate governance, public health, environmental stewardship, and housing and social amenities, each carrying its own 2030 target, formalised through Statutory Instrument 170 of 2025.
Bhasera said the ministry will also gazette a new statutory instrument every September, setting targets for the following year in line with local authorities’ budgeting cycles.
He said the annual review mechanism will ensure that service delivery expectations remain relevant, measurable, and aligned with the country’s development aspirations under Vision 2030.
New Ziana
