Tanzania's Minister for Energy, Dr. Juma Zuberi Homera, has launched new customer service systems for the Tanzania Electric Supply Company (TANESCO) to improve services for large and small customers. The launch, which took place in Dar es Salaam on October 6, 2026, aims to align with the country's Vision 2050 goals and President Dr. Samia Suluhu Hassan's vision of embracing innovation and technology in public institutions. The modernized systems are expected to provide faster and more convenient services to customers.
The new systems include Twiga Assistant, an artificial intelligence (AI)-powered solution that enables customers to access services 24 hours a day without having to call TANESCO. Additionally, the Twiga Premium Portal, a dedicated digital platform, has been launched to enable large customers to access a range of services more conveniently. This platform is designed to provide large customers with a more streamlined and efficient experience.
To further enhance services for large customers, Dr. Homera also launched a dedicated 185 hotline, enabling them to access faster, direct, and priority services. Furthermore, the Large Customers Service Unit has been established to ensure that the needs of this customer group are adequately addressed. These initiatives demonstrate TANESCO's commitment to improving customer service and implementing innovative solutions.
Dr. Homera commended TANESCO for developing the innovations using local experts and directed the utility to ensure effective implementation of the Customer Service Charter at all levels. He emphasized that the commitments outlined in the charter must become part of every employee's working culture. The minister also stressed that all newly launched systems must remain fully operational and be used effectively to deliver the intended benefits to citizens.
To ensure a smooth transition to the new systems, Dr. Homera directed TANESCO to provide adequate public education to all customer groups on the new systems and how they can use them to access services and resolve various challenges. This education will enable customers to fully utilize the new systems and take advantage of the improved services offered by TANESCO.
The modernization of TANESCO's customer service systems aligns with the country's Vision 2050 goals, which emphasize the importance of innovation and technology in public institutions. By leveraging AI-powered solutions and digital platforms, TANESCO aims to improve customer satisfaction and provide more efficient services to its customers. The launch of these new systems marks a significant milestone in TANESCO's efforts to enhance its customer service.
The implementation of these new systems is expected to have a positive impact on TANESCO's customers, providing them with faster and more convenient access to services. The utility's commitment to innovation and customer satisfaction is evident in the launch of these modernized systems, which are expected to contribute to the country's economic growth and development.
Key points
- TANESCO launches AI-powered Twiga Assistant and digital Twiga Premium Portal to improve customer services
- Dedicated 185 hotline and Large Customers Service Unit established for large customers
- Modernized systems aim to align with Tanzania's Vision 2050 goals and President's vision of innovation in public institutions
