Residents have been empowered to hold local authorities accountable following the launch of a WhatsApp-based public feedback platform by the Ministry of Local Government and Public Works, enabling them to rate council services and provide direct input on areas requiring improvement as Government intensifies efforts to improve accountability and the quality of municipal service delivery.
In a statement, the Ministry said the initiative gives residents an opportunity to provide direct feedback on services in their communities, with responses expected to inform improvements in local authority performance.
“Your contribution is safe, confidential and anonymous. We do not ask for your name. Your responses are kept private. Results are used only to improve service delivery,” the Ministry assured.
Under the initiative, residents can participate by sending the word “Hi” to the WhatsApp number 0787 605 060, after which they will be guided through a short questionnaire on service delivery in their area.
The Ministry said the feedback gathered through the platform will then be used to evaluate and strengthen the delivery of key municipal services, including water supply, road maintenance, refuse collection and billing.
Residents welcomed the initiative, saying it would provide an opportunity for communities to directly communicate their concerns and hold local authorities accountable.
Harare resident, Memory Mare said the platform would give citizens a chance to highlight challenges affecting their daily lives.
“For a long time, residents have raised issues such as water shortages, poor roads and waste collection challenges, but sometimes their concerns are not addressed. Having a platform where people can share their experiences directly with Government is a positive step,” she said.
Mt Pleasant resident, Tafadzwa Chida, said the success of the initiative would depend on councils acting on the feedback received.
“Residents want to see improvements on the ground. It is important that the information collected through this platform results in action and not just statistics,” he said.
Launched under the theme “Your Feedback Matters. Your Voice Drives Change,” the campaign is part of Government’s broader efforts to promote citizen participation in local governance and improve service delivery in line with Vision 2030.
The Ministry urged residents to participate actively, saying public input was critical in building more responsive and efficient local authorities.
“Be part of the change. Your feedback is used to improve services and build a better community for all,” it said.
The launch comes amid growing public scrutiny of urban and rural local authorities over the provision of essential services, with Government encouraging greater citizen involvement in monitoring council performance and driving improvements.
