Government launches WhatsApp platform for residents to rate council services
- Southerton Business Times
- 12 minutes ago
- 2 min read
HARARE – Zimbabwean residents can now rate the performance of their local authorities using a WhatsApp-based Citizens Scorecard, following the launch of a new digital platform aimed at strengthening accountability and improving service delivery.
The platform, unveiled by President Emmerson Mnangagwa on June 18 in Harare, enables citizens to assess the quality of services provided by their councils through a simple WhatsApp interface. The initiative, spearheaded by the Ministry of Local Government and Public Works, marks a shift from traditional expert-led assessments by giving residents a direct role in evaluating the performance of their local authorities.
Ministry spokesperson Gabriel Musvora said the Citizens Scorecard was designed to place residents at the centre of local governance.
"The Citizen Scorecard gives residents a meaningful role in assessing their councils because they are the direct users of the services being provided," Musvora told Masvingo Mirror.
Residents can access the platform by sending the word "Hi" to the WhatsApp number 0787 605 060. Users are then prompted to select their local authority before completing a short questionnaire rating various council services. The survey covers key service delivery areas, including:
Water supply
Sanitation
Refuse collection
Road maintenance
Housing services
Public health services
Corporate governance
Social amenities
The ministry said all responses are anonymous to encourage honest and constructive feedback.
"Responses are anonymous and secure, creating an environment where people can freely express their experiences without fear," Musvora said.
The platform uses artificial intelligence (AI) to analyse responses in real time, identify recurring challenges and recommend practical interventions. According to Musvora, the system goes beyond collecting complaints by generating data-driven insights that can help councils improve service delivery.
"The platform does not only collect complaints. It analyses information and recommends practical interventions to improve services," he said.
For example, repeated complaints about water shortages in a particular municipality could enable authorities to identify trends, prioritise interventions and allocate resources more effectively.
Musvora said feedback collected through the Citizens Scorecard will now form part of the government's assessment of local authority performance. Previously, council performance was measured primarily through expert evaluations conducted by government officials.
"Previously local authority performance was largely measured through expert evaluations, but now residents will also have a direct say in determining how councils are performing," he said.
The initiative forms part of the government's broader efforts to improve transparency, accountability and citizen participation in local governance as councils continue to face pressure over service delivery challenges such as water shortages, refuse collection and deteriorating road infrastructure.
WhatsApp Citizens Scorecard Zimbabwe
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