Ministry launches toll-free health service platform

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Minister of State in the President’s Office, Regional Administration and Local Government, Mohamed Mchengerwa

ARUSHA: THE launch of a new toll free digital platform by the Ministry of Health marks a significant shift in how health services are governed and delivered in Tanzania, placing citizens at the centre of accountability, feedback and decision-making.

Unveiled in Arusha by the Minister for Health, Mr Mohammed Mchengerwa, the platform “Speak with the Minister of Health: We Listen, We Respond, We Act” provides a direct communication channel between citizens and the country’s top health leadership through a 24-hour toll-free number 199, as well as WhatsApp, SMS and social media platforms.

At its core, the initiative addresses one of the longstanding challenges in the health sector: The gap between service users and policy-makers.

By allowing citizens to report concerns, share experiences and offer suggestions in real time, the platform strengthens transparency and accountability, while also generating valuable data to inform policy and operational decisions.

Speaking at the launch, Mr Mchengerwa said the platform is built on the principles of openness and responsiveness, signalling a deliberate move away from bureaucratic distance towards participatory governance.

The significance of the platform extends beyond complaint handling. It enables the Ministry to detect systemic weaknesses early, respond swiftly to service delivery gaps and improve planning based on lived experiences from health facilities across the country.

Such feedback mechanisms are increasingly recognised as critical tools for improving efficiency and quality in public service delivery.

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The Minister’s commitment to dedicate one day every month to personally listen to citizens’ concerns further underscores the platform’s role as an accountability instrument rather than a symbolic gesture.

This approach enhances public trust and reinforces the idea that citizen voices can directly influence decision-making at the highest level.

In addition, the platform lays the groundwork for broader sector engagement through the planned annual three-day Afya Forum, which will bring together innovators, health workers and institutions to showcase emerging health technologies and recognise excellence in service delivery. This reflects a growing emphasis on innovation-driven health systems.

The initiative also aligns with the government’s broader digital transformation agenda, including the responsible adoption of Artificial Intelligence to enhance health outcomes.

By embracing digital tools while emphasising safety and public benefit, Tanzania is positioning itself as a regional leader in technology-enabled healthcare governance.

From a policy perspective, the platform complements existing frameworks such as the 2007 Health Policy, which identifies good health as a fundamental pillar of socioeconomic development.