Zimbabwe Commissions TelOne Omni Contact Centre to Enhance Smart Public Service Delivery

Zimbabwe has taken a major step toward modernising public service delivery with the commissioning of the TelOne Omni Contact Centre, a cutting-edge facility designed to transform the way citizens, businesses and Government institutions interact.

The Minister of ICT, Postal and Courier Services officiated at the commissioning ceremony, describing the Centre as a milestone in the country’s digital transformation journey. She said the facility marks a significant move toward delivering faster, smarter and more seamless public services.

"“Whether through a phone call, a chatbot or social media, this facility integrates all communication channels to improve response times, enhance accountability and strengthen service delivery for all Zimbabweans,”"

The Omni Contact Centre consolidates multiple communication platforms into a unified system, enabling real-time engagement and efficient handling of customer inquiries. The integrated approach is expected to enhance user experience while promoting transparency and responsiveness across services. Beyond improving service delivery, the Centre is poised to contribute meaningfully to the National Development Strategy 2 (NDS2). The initiative supports the expansion of digital infrastructure, creates employment opportunities—particularly for young people—and strengthens Zimbabwe’s position as a competitive, digitally-driven economy.

The Minister reaffirmed Government’s commitment to leveraging technology to modernise public systems and build a citizen-centred digital ecosystem. “We will continue innovating to ensure our platforms are responsive, efficient and truly citizen-centred,” she said. The commissioning of the TelOne Omni Contact Centre signals Zimbabwe’s continued investment in smart solutions that drive efficiency, accountability and inclusive national development.