Zimbabwe launches TelOne Omni Contact Centre to boost digital service delivery
Date: 2025-12-12
By: Robert Annor
The government
has unveiled the TelOne Omni Contact Centre, a new facility designed to
modernize public service delivery and strengthen Zimbabwe’s digital economy.
The centre
integrates multiple communication channels into a single platform, aiming to
improve turnaround times, enhance accessibility, and streamline citizen
engagement. Officials say the initiative reflects the growing role of
artificial intelligence and multi-channel platforms in meeting rising public
expectations.
Aligned with
the National Development Strategy 2 (NDS2), the project emphasizes digital
skills, innovation, and improved public-sector performance. Authorities also
highlight its potential to attract Business Process Outsourcing (BPO)
opportunities, supported by new tax incentives intended to create jobs for
young people.
Hon. Tatenda
Mavetera, Minister of ICTPCS and Member of Parliament for Chikomba West, said
the launch demonstrates how technology must tangibly improve livelihoods,
strengthen institutions, and support inclusive progress. “Artificial
intelligence has moved from optional to essential in delivering personalized,
efficient, and accountable services,” she noted.
The launch was
marked by calls for collaboration across government, private sector, academia,
and civil society to ensure Zimbabwe builds a competitive and inclusive digital
future.
