From Post Office to Digital Hub: How ZAMPOST Is Powering Zambia's Digital Inclusion Agenda

For many years, ZAMPOST was one of Zambia's most recognised public institutions. Post offices served communities far beyond the reach of most services, making the institution a vital link between the Government and citizens, particularly in remote and underserved areas.

But as the world rapidly transitioned to digital service delivery, ZAMPOST faced increasing challenges. Its relevance declined, usage decreased, and operational strains threatened its ability to serve the public effectively.

Rather than let a trusted national institution fade, the Government took decisive action.

A Strategic National Asset

Under President Hakainde Hichilema's vision to connect 800,000 Zambians to affordable broadband by 2026, the Government identified ZAMPOST as a strategic asset for advancing digital inclusion. With its extensive nationwide network, ZAMPOST was transformed from a traditional postal service into a modern platform for internet connectivity, access, and opportunity, ensuring that digital services reach communities that might otherwise remain excluded.

Through collaborative efforts with the Ministry of Technology and Science (MOTS), Smart Zambia Institute (SZI), and the Presidential Delivery Unit (PDU), ZAMPOST's physical presence has been repositioned in line with the Digital Inclusion Roadmap, with a focus on internet connectivity, digital skills, and access to digital public services.

109 Post Offices Transformed Into Digital Centres

The results speak for themselves. Across the country, 109 post offices have been transformed into Digital Transformation Centres, equipped with modern ICT infrastructure and high-speed internet connectivity. What were once traditional postal counters are now community access points for digital services.

Today, citizens can visit their local ZAMPOST office to access digital public services such as the Constituency Development Fund (CDF), closer to home. They can receive assistance with online applications and transactions, and utilise digital tools even when personal devices or digital skills are limited.

For many rural and low-income communities, this has become their first reliable point of access to internet-enabled public services.

Pupils accessing digital public services at the Post Office in Kawambwa

 Rebuilding Trust Through People

The revival of ZAMPOST extends beyond infrastructure. The institution is dedicated to rebuilding trust by prioritising people and efficient service delivery.

Staff have received training to assist citizens with digital services, helping to bridge gaps in digital literacy and ensuring that no one is excluded due to a lack of experience or access to devices. The initiative has restored ZAMPOST's reputation as a trusted public-facing institution, especially for the elderly, women, youth, and small-scale traders.

Unlocking trade and entrepreneurship

As part of its transformation, ZAMPOST is also supporting domestic trade and entrepreneurship by integrating digital platforms with its national delivery network.

Small businesses, informal traders, and entrepreneurs can now reach customers beyond their local communities, reliably send and receive goods across provinces, and engage in the digital economy without facing high entry costs. Post offices have evolved into crucial local gateways to national markets, contributing significantly to income generation and economic inclusion.

Through partnerships with regulated financial institutions, ZAMPOST is also expanding access to basic financial services especially in areas where banks and digital platforms are limited. The initiative has enabled citizens to shift from cash-based to digital transactions, allowing them to access payment and collection services safely while building confidence in using digital financial tools.

With the support of trained community-level staff, the initiative ensures that connectivity leads to meaningful participation, not just internet access.

A Model for Government-Led Digital Delivery

Today, ZAMPOST exemplifies how government-led coordination can yield effective results. With support from MOTS and the PDU, the institution has been strategically repositioned and reconnected to the communities it serves.

What was once at risk of decline has now become a cornerstone of Zambia's digital inclusion agenda, directly supporting the national goal of connecting 800,000 Zambians to affordable broadband by 2026.

ZAMPOST's renewal demonstrates a simple but powerful truth: digital inclusion is not merely about pilots or technology, it is about leveraging trusted national institutions to deliver real services, in real communities, at scale.

Through strong government leadership, coordinated delivery, and a clear national vision, ZAMPOST has been revitalised, now serving as a platform for connectivity, inclusion, and shared growth across Zambia.