The Tanzania Posts Corporation (TPC) says its Huduma Pamoja (One-Stop Service) project has made it easier for citizens to access multiple government services from a single location, reducing the time and costs associated with moving between government offices.
Aicha Nangawe, Head of the Government Services Unit at TPC, said the initiative was introduced after a 2020 feasibility study identified challenges faced by citizens who had to visit different government offices to complete a single process.
She said the findings prompted the establishment of One-Stop Service Centres at selected Posta offices, bringing several public services under one roof.
“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.
Under the initiative, services that were previously offered through separate counters are being integrated into a single digital platform, allowing citizens to access multiple government services through one service window.
Nangawe said additional government institutions and services are expected to be integrated as the project expands, which would further simplify access to public services and improve efficiency.
She said employees working under the project have received training on using the digital system and handling technical challenges.
They have also been trained to use a call centre support system that allows them to obtain assistance when they encounter difficulties while serving customers.
The initiative has already served more than 300,000 citizens since its introduction at participating Posta offices, with services provided by the National Identification Authority (NIDA) among those attracting significant demand.
Beyond improving access, Nangawe said the project has also contributed to increased revenue from services provided through Posta counters, while enabling the Government to collect revenue more efficiently.
The project started as a pilot in Dar es Salaam and Dodoma, with plans to expand it to other parts of the country.
Nangawe said nationwide expansion would allow more citizens to access government services closer to where they live, while the integration of additional services could increase government revenue.
She said citizens in areas where the project is already operating have responded positively, with Posta offices continuing to attract people seeking different public services.
The project has also incorporated measures aimed at improving access for people with disabilities and others with special needs.
Nangawe said 32 Posta offices renovated under the project have been fitted with facilities designed to improve accessibility, including ramps and specially designed service counters for wheelchair users.
“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 Huduma Pamoja to enable the service to reach more citizens across the country.
She said additional funding would help increase the number of service centres, integrate more government services into the digital platform and reduce the distance citizens travel to access public services.
“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.
