DEPUTY MINISTER FOR ENERGY URGES TANESCO TO STRENGTHEN CUSTOMER SERVICES THROUGH DIGITAL SYSTEMS





📌 Opens TANESCO 2026 Annual Conference for Public Relations and Customer Service Officers

📌 Emphasizes provision of accurate information to customers

📌 Directs improvement of welfare for service providers to enhance work efficiency

By Agnes Njaala, Dodoma

Deputy Minister for Energy, Hon. Salome Makamba, has urged Customer Relations and Customer Service Officers of the Tanzania Electric Supply Company Limited (TANESCO) to effectively utilize digital systems and artificial intelligence in order to keep pace with technological advancements and improve the efficiency of customer services and communication.

Hon. Makamba made the remarks on May 18, 2026 while officiating the opening of the annual conference for the officers, being held over five days at Lavenda Hotel in Dodoma. The conference aims to evaluate work performance, identify challenges, discuss strategies for improving customer service, and strengthen strategic communication within the Corporation for the upcoming financial year.

“We all understand that technology is the foundation of modern service delivery. Therefore, it is your responsibility as Customer Service Officers to ensure that digital systems, including artificial intelligence, are used effectively so that citizens can receive quality services and accurate information on time,” stressed Hon. Salome Makamba.

In her speech, she said the Government recognizes the genuine efforts being made by TANESCO in improving customer services and strategic communication through the use of social media platforms, WhatsApp groups, as well as public education on safe electricity usage and clean cooking energy.

She also directed TANESCO Management to improve incentives for customer service providers in order to boost their morale and efficiency at work, considering that they are frontline staff responsible for building the Corporation’s image among customers.

“On behalf of the Ministry’s leadership, I congratulate customer service providers for your dedication. I urge the TANESCO Managing Director to oversee the improvement of their welfare so they can continue delivering reliable and quality services to customers,” said Hon. Makamba.

Speaking on customer service improvements, she emphasized the importance of increasing efficiency at customer service centers (Call Centers) to ensure customer challenges are resolved promptly.

“I encourage strong cooperation between TANESCO and various stakeholders so that customers can receive accurate information on time. There is also a great need to strengthen internal collaboration between the ICT and Customer Service Departments in order to achieve higher standards of service delivery,” she added.

Earlier, speaking on behalf of the Chairperson of the TANESCO Board of Directors, Dr. Lucy-Mary Mboma, it was stated that the Board continues to value the contribution of Customer Service Officers and expects the Corporation to continue strengthening its image through quality services and productive communication.



Meanwhile, TANESCO Managing Director, Mr. Lazaro Twange, said the Corporation has invested in official systems that will enable it to efficiently serve more than six million customers once the systems become operational in the near future. He added that the move will also help save approximately TZS 400 million previously spent on external systems.

“TANESCO will continue investing in modern service delivery systems in order to improve efficiency, reliably serve more than six million customers, and reduce operational costs associated with external systems,” explained Mr. Twange.

The annual conference for Public Relations and Customer Service Officers is part of TANESCO’s ongoing institutional culture aimed at improving work performance for the benefit of the Corporation, customers, and the nation at large.

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