The World Bank praises the Congolese "Allô École" Call Center model

On Friday, May 23, 2025, the Communications Management Directorate (DGC) of the Ministry of National Education and New Citizenship (MINEDU-NC) was buzzing with a special energy. Edith Jibunoh, Head of Communications and External Affairs for the World Bank’s Eastern and Southern Africa Region, was on a mission in Kinshasa. Her goal: to get a firsthand look at how the “Allô École” Call Center operates, an innovative complaint-handling system funded by the institution she represents. Accompanied by Bitomene Morena, Director of Human Resources at MINEDU-NC, as well as Léonce Kazumba, an education specialist at the World Bank’s country office in the DRC, and Wali Belade, Coordinator of the Primary Education Quality Improvement Project (PEQIP), Edith Jibunoh was able to explore the inner workings of this unique center. The technical aspects of the system were clearly explained by Serge Biona, Technical Director of the DGC and of this center, supported by Lucie Kolela, an expert in complaint management mechanisms at the Ministry’s Human Resources Directorate.

At the end of her visit, her face beaming with admiration, Édith Jibunoh did not hesitate to praise this initiative. “I am delighted to have finally been able to visit ‘Allô École.’ I’ve been hearing about it for years. This center is innovative and serves as a model for all countries seeking to bring citizens closer to institutions in order to better address their concerns,” she stated with conviction. Continuing her remarks, she emphasized the crucial importance of forging strong ties between the government, its agencies, and citizens. “My role is to support these channels of dialogue, because it is through them that trust in institutions is built. And without that trust, no lasting transformation is possible,” she added, highlighting the need for a shared commitment. Beyond expressing satisfaction, Jibunoh stressed the need for renewed support to ensure the center’s long-term viability. She emphasized that technical, human, and financial challenges should not hinder this promising momentum. Her message at the end of her visit was clear: “The Congolese experience with Allô École must serve as a model for other nations in the region.”

Since its launch in March 2022, the “Allô École” Call Center has opened a new avenue for students, parents, and teachers, allowing them to report abuse, neglect, and violence—particularly gender-based violence (GBV)—via a toll-free hotline: 178. In a country still marked by inequality and violence in schools, this tool represents much more than a simple call center; it is a true lifeline for victims, a vital social indicator. Thus, the World Bank’s recognition of the Congolese “Allô École” Call Center model sends a strong signal for the future, demonstrating the positive impact of well-designed local initiatives on societies seeking change. Ivan Mudiangombe, Thierry Mbebangu & Nodriche Kasaï