Main points
- Digital feedback platforms can strengthen citizen voice and transparency, but their effectiveness depends on institutional capacity and follow-up rather than technology alone.
- The Olavula platform enables citizens in Mozambique to report education service delivery problems through free, anonymous SMS, lowering participation barriers and supporting local-level responsiveness.
- During the period analysed, reported complaints focused primarily on infrastructure gaps, staffing and materials shortages, and administrative problems, pointing to systemic service delivery constraints rather than isolated misconduct.
- Hybrid implementation approaches combining digital tools with community mobilisation, intermediaries, and radio outreach have been essential for reaching marginalised and low-literacy populations.
- Weak data management, uneven handling of sensitive complaints, and limited central government ownership constrain the platform’s efficacy as an accountability mechanism.
- Despite these constraints, Olavula demonstrates that well-designed digital feedback platforms can contribute to incremental improvements in local accountability and service delivery.



