From Regulations for Affordability: ZURA’s Innovation for Zanzibar’s Utility Sector Transformation

Since its establishment in 2015, the Zanzibar Utilities Regulatory Authority (ZURA) has been instrumental in stabilizing utility prices and ensuring quality service delivery in Zanzibar.

Under section 3 of the Zanzibar Utilities Regulatory Authority Act No. 7/2013, the Zanzibar Utilities Regulatory Authority (ZURA) operates as a multi-sectoral regulatory body. It is tasked with licensing, tariff review, and performance monitoring to ensure the active participation of the private sector, foster effective competition, and promote economic efficiency in public utilities.

ZURA’s comprehensive regulatory framework aims to create a balanced and competitive market environment that encourages innovation and investment, ultimately contributing to the sustainable development of Zanzibar’s utility sectors.

In addition to economic oversight, ZURA places a strong emphasis on adherence to quality, safety, health, and environmental standards. This commitment is central to protecting the interests of consumers, particularly those from disadvantaged backgrounds, rural areas, and low-income groups.

Rigorous standards and transparent regulatory practices ensure that utility services remain accessible, affordable, and reliable for all residents. This dual focus on economic efficiency and consumer protection underscores ZURA’s role in enhancing the overall welfare of Zanzibar’s society.

In response to the call by the President of Zanzibar and Chairman of the Revolutionary Council for the establishment and utilization of ICT systems, the Zanzibar Utilities Regulatory Authority (ZURA) has successfully developed different systems to enhance the performance and efficiency of the authority.

ZURA Integrated Regulatory System (ZIRS)

The ZURA Integrated Regulatory System (ZIRS) represents a significant leap in the authority’s efforts to enhance regulatory efficiency and service delivery. ZIRS is designed to streamline various regulatory processes, making them more efficient and transparent. The system’s key capabilities include:

Licensing and Fees: Users can now apply for licenses and pay fees online, significantly streamlining the application process. This innovation minimizes bureaucratic hurdles, drastically reducing the time and effort required to complete these transactions.

Regulatory Compliance: ZIRS enhances adherence to licensing regulations by enabling standardized inspections conducted by ZURA officers. This system ensures consistent compliance and enforcement across all utility sectors, promoting a uniform regulatory environment.

Penalty Management: Penalties for non-compliance can be issued and paid through the government’s online payment system, ‘ZanMalipo’, promoting transparency and efficiency in the enforcement process.

Performance Reporting: Utilities such as Zanzibar Electricity Coperation (ZECO) and Zanzibar Water Authority (ZAWA) can submit their quarterly and annual performance reports through ZIRS, facilitating better oversight and ensuring that regulatory requirements are consistently met.

Monitoring Sales and Imports: Oil and gas companies can track the sales and importation of their products, ensuring accurate data collection and reporting. This enhances transparency and accountability within the energy sector.

Data Recording: Daily measurements and records of petroleum and gas imports are maintained within the system, improving data accuracy and availability for regulatory purposes.

Enterprise Regulatory Management System (ERMS)

The Enterprise Regulatory Management System (ERMS) is another significant technological advancement by ZURA aimed at enhancing efficiency, transparency, and service delivery. ERMS comprises two main components: E-Office and E-Procurement.

The e-Office component modernizes ZURA’s internal operations by replacing traditional paper-based workflows with an integrated electronic system. This digital office solution enables seamless document management, real-time collaboration, and efficient communication across departments.

By reducing administrative bottlenecks, the e-Office enhances productivity and ensures that regulatory processes are conducted swiftly and accurately. This innovation not only optimizes ZURA’s internal efficiency but also sets a benchmark for other regulatory bodies in the region.

ZURA’s e-Procurement system revolutionizes procurement activities by digitalizing the entire process. This system ensures a transparent, competitive, and accountable procurement environment that minimizes the risk of corruption and inefficiency.

The e-Procurement platform allows for electronic submission of bids, automated evaluation processes, and clear documentation of all procurement activities. By ensuring that procurement decisions are made based on merit, ZURA fosters a fair business environment and encourages the participation of local and international vendors.

Complain Management System (CMS)

The Complain Management System (CMS) is a critical tool for enhancing consumer protection and ensuring regulatory compliance. This system allows consumers to lodge complaints and feedback electronically, providing a streamlined and accessible platform for addressing grievances related to utility services.

The CMS ensures that all complaints are tracked, managed, and resolved promptly, thereby improving service delivery and consumer satisfaction. By empowering consumers to voice their concerns and receive timely resolutions, ZURA reinforces its commitment to accountability and responsiveness.

ZURA’s commitment to protecting consumer interests is evident through the CMS. By providing a reliable platform for consumers to voice their concerns, ZURA has fostered trust and accountability within the utility sector. Transparent tariff setting and rigorous enforcement of regulatory standards have ensured that essential services remain affordable and accessible to all, particularly the disadvantaged and rural populations.

ZURA’s technological innovation through the ZURA Integrated Regulatory System (ZIRS) and the Enterprise Regulatory Management System (ERMS) exemplifies a forward-thinking approach to utility regulation. By leveraging modern technology, ZURA has not only improved its regulatory capabilities but also contributed to Zanzibar’s broader economic and environmental goals. As ZURA continues to evolve and adapt to new challenges, its commitment to excellence and public service remains unwavering, positioning it as a cornerstone of Zanzibar’s economic and social development.

ZiBi Team