LocationsDigital Justice as a Foundation for Inclusive Development
July 7, 2025
First room established in Talatona, Luanda
The Constitution of the Republic of Angola (2010) establishes essential state bodies to safeguard justice. The Ombudsperson’s Office has a unique mandate: to defend citizens' rights, freedoms, and guarantees.
As the only independent institution where people can present complaints about public services, or the absence of those services, the Ombudsperson is a cornerstone of accountability and the protection of constitutional rights.
Its role is pivotal to Angola’s democratic governance. More than a mechanism for resolving grievances, it is a bridge between institutions and citizens, ensuring that constitutional rights are realized in practice. Every Angolan has the constitutional duty to collaborate with the Ombudsperson, reinforcing its position as a guardian of justice and good governance.
Yet, as the second largest country in Sub-Saharan Africa, with 21 geographically and culturally diverse provinces and a population of over 37 million, the demands placed on public services requires not only decentralization but also modernization, and new ways of ensuring that institutions reach citizens where they live.
Virtual Hearing Room innauguration in Talatona
Digital innovation offers a path forward. The Virtual Hearings Project, supported by UNDP in partnership with the Ombudsperson’s Office, ENAPP, and municipal administrations, brings technology into the service of justice.
By establishing virtual hearing rooms in 24 municipalities across 12 provinces, the initiative is modernising service delivery, expanding institutional reach, and ensuring that citizens everywhere have a practical means to be heard. Integrated with a revitalised complaints management system, these hearings will allow cases to be tracked and resolved more effectively, providing timely and fair responses.
Multiple capacity-building efforts are driving the decentralization of justice services and improving citizen access and complaint handling. Ongoing training in IT, data analysis, and M&E equips justice providers with essential skills. Incorporating Mental Health and Psychosocial Support (MHPSS) through the Community-Led Trauma Resilience program, in partnership with the Ombudsperson’s Office, the National School of Administration and Public Policy -ENAPP, and the Trauma Resource Institute of California, is key to building a more humane, people-centred justice system. By centering psychological and social needs, we foster trust, cohesion, and people-driven decision-making. This is not only a technical step forward; it is a democratic one. By enabling citizens from Namibe to Malanje, from Cabinda to Cunene, to interact with the Ombudsperson without the need for long trips or excessive bureaucracy, the institution becomes more responsive and equitable. Every Angolan, regardless of geography, deserves to be heard, and with this project, the Ombudsperson is closer to fulfilling that promise.
The launch of the first virtual hearing room in 2025, located in Talatona, Luanda, comes at a particularly meaningful moment, as Angola marks 50 years of independence. It is a reminder that strong and inclusive institutions are central to the country’s progress, and that modernization must continue to be driven by the needs of citizens.
Digitalizing the Ombudsperson’s Office, strengthening its complaints management system, and building staff capacity are all part of embedding justice within a governance system that is transparent, participatory, and centered on people.
In 2025, Angola is witnessing a surge in civic mobilization, with growing demands for accountability and fairness. The Virtual Hearings and Citizen Access to Public Services Project responds with digital and trauma-informed innovations.
This change matters.
For the first time, 28 local Ombudsperson offices in 12 provinces can directly receive and escalate citizen complaints. This reduces reliance on Luanda, shortens waiting times, and empowers provincial institutions to act as immediate responders to public grievances.
At a time when governance legitimacy is being tested, this approach signals a new model of citizen-centered governance—faster, closer to communities, and more inclusive.
Looking ahead, the next priority is to scale virtual hearings and digital kiosks nationwide, while integrating systems into the Ombudsperson’s budget and embedding CRIM training into ENAPP’s core curricula. Sustained awareness efforts are needed to promote constitutional rights and the Ombudsperson’s role. These steps will shape institutions that are not only more efficient, but also more inclusive and resilient.