Contact Centre launched to strengthen ministry, stakeholder engagement in education

DODOMA: In a major step to strengthen public engagement and improve communication in Tanzania’s education sector, the Ministry of Education, Science and Technology has launched a state-of-the-art Contact Centre designed to facilitate interaction between the Ministry and education stakeholders.

The modern facility is expected to act as a vital communication hub for students, parents, teachers, education officers, and the general public offering real-time access to accurate information, response to queries, and a platform to voice concerns or suggestions regarding the ongoing transformation of the education system.

Speaking during the launch in Dodoma on Thursday, Deputy Minister for Education, Science and Technology, Mr Omary Kipanga, described the operationalisation of the Contact Centre as a key milestone in promoting transparency and inclusivity within the education sector.

“This Contact Centre should not be seen merely as a facility or hotline—it represents our commitment to open dialogue, responsive governance, and ensuring that every Tanzanian child receives quality education,” he said.

Mr Kipanga emphasised that the Centre’s launch aligns with the Government’s broader goal of inclusive development under the sixth-phase administration, stressing that no Tanzanian should be left behind in accessing education and training opportunities.

The initiative also complements the implementation of the Revised Education and Training Policy 2014 (Version 2023) and the updated curriculum for Pre-primary, Primary, Secondary and Teacher Education, which was launched by President Samia Suluhu Hassan earlier this year.

He said that effective public communication is vital to the success of these reforms, as it enables the Ministry to clarify policies, address concerns, and foster collective ownership of the education agenda.

“This contact centre marks a renewed commitment to strengthening communication, transparency, and service delivery across our education system,” he noted.

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Importantly, the upgrade from a traditional call centre to a fully-fledged contact centre was made possible through support from the Government of the United Kingdom (UK), provided via the Foreign, Commonwealth and Development Office (FCDO) under the Shule Bora Programme.

The Deputy Minister also extended gratitude to Flex Corporate Services Limited, a consulting firm that provided technical expertise throughout the development of the Contact Centre—from conducting assessments during the scoping phase to recommending appropriate hardware and software solutions.

The firm also trained ministry staff on how to operate the facility effectively.

“I want to assure the public that this contact centre will be used for its intended purpose that is to facilitate access to information and allow all stakeholders to play an active role in shaping the future of education in Tanzania,” Mr Kipanga said.

He further urged the team entrusted with managing the centre to uphold professionalism and service excellence.

“Behind every call, every message, and every inquiry, there is a learner whose future we are shaping. Carry this responsibility with pride and dedication,” he said.

For her part, the Ministry’s Permanent Secretary, Prof Carolyne Nombo, reiterated the Centre’s critical role in promoting awareness and access to education-related services.

“This facility will be used to share information about educational services. We had a call centre before, but through the Shule Bora programme, we have now established a fully-fledged contact centre,” she said.

She added that the Centre will significantly improve engagement between the Ministry and education stakeholders while extending outreach to Tanzanians wherever they are.

“We will be sharing information on the major reforms taking place in the education sector. The Ministry will ensure the Centre is well maintained and continues to offer high-quality services for the long term. This is a state-of-the-art contact centre,” she said.