Zambians can now skip the long lines and apply for passports from their phones. The government launched its digital passport service through ZamPortal, ending years of frustrating office visits and dawn-to-dusk waits.
Citizens can now submit applications and make payments online for multiple travel documents, including Zambian passports, diplomatic passports, and refugee travel documents.
Smart Zambia Institute Powers Digital Switch
The Smart Zambia Institute developed the new system, working with the Ministry of Finance and National Planning. The platform runs on the Government Service Bus (GSB), a secure digital infrastructure designed to handle sensitive citizen data.
“This platform represents a shift from inconvenience to efficiency,” Mwiimbu told lawmakers during his ministerial statement. The system lets applicants track their progress in real time and receive electronic updates throughout the process.
Officials designed the system specifically to address transport costs, time waste, and barriers facing citizens in remote areas.
Real-Time Tracking Replaces Manual Updates
The new system processes several document types through a single portal. Citizens can apply for standard Zambian passports, diplomatic documents, COMESA Laisser Passer, and Travel Documents of Identity.
Processing times follow clear schedules; 14 days for applications in Lusaka, Ndola, and Livingstone, with 21 days for other provincial capitals. Applicants receive automated updates and can monitor status changes through their online dashboard.
Payment options include multiple digital channels already integrated into ZamPortal. The platform supports MTN Mobile Money and ZICB SmartPay Internet Banking, making transactions accessible across different financial services.
Manual Applications Continue During Transition
The government maintains dual operations while citizens adapt to the digital system. Traditional office-based applications remain available, allowing people to choose their preferred method during the transition period.
Mwiimbu emphasised that the manual system would run in parallel to digital services temporarily. This approach gives citizens time to learn the new process while maintaining service availability.
The system addresses specific pain points that have affected passport applicants for years. Citizens previously travelled long distances, spent multiple days in queues, and faced uncertain processing timelines.
Government Service Bus Ensures Data Security
The Government Service Bus provides the technical foundation for secure document processing. The platform uses encryption protocols and maintains strict access controls for citizen information.
Officials built the system with three core principles: confidentiality, integrity, and availability. These standards apply to all government services migrating to digital platforms through ZamPortal.
The launch represents the largest digital service upgrade in Zambia’s public sector modernisation program. ZamPortal already handles multiple government services, including motor vehicle licenses, ground rent payments, and national ID applications.
Processing Costs Drop with Digital Efficiency
Digital processing reduces administrative overhead compared to manual systems. Citizens save on transport costs, accommodation expenses, and lost work time previously required for office visits.
The system operates 24/7, allowing applications during convenient hours rather than business-day restrictions. Rural citizens benefit most from this accessibility improvement.
Government data shows significant cost reductions in service delivery through digital channels. Electronic processing eliminates paper forms, physical storage requirements, and manual data entry tasks.
