By Carlos Claudio, Dar Es Salaam.
The Tanzania Posts Corporation (TPC) has said that the implementation of its Huduma Pamoja (One-Stop Service)project has significantly improved access to government services by enabling citizens to obtain multiple services at a single location without having to move from one government office to another.
Speaking about the project, Aicha Nangawe, Head of the Government Services Unit at Tanzania Posts Corporation, said the initiative was developed following a feasibility study conducted in 2020, which found that citizens were facing difficulties accessing government services due to having to visit different offices to complete a single process.
She said the findings led to the establishment of One-Stop Service Centres, designed to bring various government services together in one location, thereby reducing the time, cost and inconvenience faced by citizens.
“The project has brought significant changes because citizens can now visit Posta counters and access different services in one place. For example, a citizen can access NIDA, RITA and other services without having to travel to different offices,” Nangawe said.
According to Nangawe, various institutions initially operated separate service counters within Posta offices. However, through the Huduma Pamoja project, these services are now being integrated into a single digital system, allowing citizens to access multiple services through one service window.
She said more government services are expected to be integrated into the system as the project expands, further improving efficiency and simplifying access to public services.
Nangawe added that employees involved in the project have received training on how to use the system, as well as technical support procedures to ensure that the platform remains operational and available to citizens.
They have also been trained to use the project's call centre support system, which enables staff to seek assistance whenever they encounter challenges while providing services.
Nangawe said the project has already served more than 300,000 citizens since the launch of the services at participating Posta offices.
She noted that one of the most sought-after services is the National Identification Authority (NIDA) service, with citizens increasingly using Posta counters to access government services.
She said the initiative has also contributed to increased revenue from the services being provided, while enabling the Government to collect revenue through the Posta service counters.
The project initially began as a pilot programme in Dar es Salaam and Dodoma, with plans to roll it out across the country.
Nangawe said that once more government services are integrated into the single-window system and the project becomes fully operational nationwide, the Government is expected to generate more revenue while citizens benefit from easier and faster access to services.
Nangawe said citizens have responded positively to the services in areas where the project is currently operational.
She said the Posta offices have continued to attract citizens seeking various government services, demonstrating the growing demand for convenient and accessible public services.
Nangawe also highlighted measures taken to ensure that people with disabilities and other special needs can access the services comfortably.
She said 32 Posta offices renovated under the project have been equipped with accessibility facilities, including ramps and specially designed service counters for people using wheelchairs.
“All 32 offices renovated through the project have ramps from the entrance and special counters for people with special needs. The services provided at these counters are designed to meet their specific needs,” she said.
Nangawe called for increased investment in the project to enable Huduma Pamoja services to be brought closer to citizens across the country.
She said additional investment would help increase the number of service centres, integrate more government services into the digital platform and ultimately reduce the distance citizens have to travel to access public services.
She expressed appreciation for the progress made so far while urging stakeholders to continue supporting the expansion of the initiative.
“We appreciate the progress made so far, but we also appeal for more investment so that these services can be brought even closer to citizens,” Nangawe said.
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