Maputo | September 2025 — In a step toward modernizing justice services and improving efficiency, the Office of the Ombudsman has begun training its leadership and staff on the use of a newly developed Complaint Management System (CMS).
The training, conducted by the National Institute of Electronic Government (INAGE), was designed to deepen knowledge and strengthen technical capacity to ensure effective use of the platform. The system aims to computerize the entire process of complaint registration, tracking, and resolution, thereby reducing reliance on paper-based methods.
Currently in its testing phase, the CMS has already registered 223 lawsuits from 2025–2026. In the next phase, records dating back to 2012, when the Office of the Ombudsman first became operational, will also be digitized.
According to Gonçalves Bié, Head of ICT at the Ombudsman’s Office, both physical and digital files will be processed simultaneously during the pilot stage to assess whether the system fully meets institutional needs.
The platform is designed not only for complaint handling but also for managing internal processes, such as parallel reports and administrative files.
The Ombudsman, Secretary-General, Assessors, and Secretariat technicians all participated in the training. Officials underscored that the initiative stems from a Memorandum of Understanding between the Ombudsman’s Office and INAGE, aimed at strengthening cooperation, consolidating institutional coordination, and ensuring systematic integration between the two entities.
By embracing digital transformation, the Office of the Ombudsman seeks to enhance transparency, efficiency, and accessibility in serving citizens across Mozambique.
