Dodoma: Deputy Minister of Energy, Mrs. Salome Makamba has urged the Customer Relations and Service Officers of the Tanzania Electricity Corporation (TANESCO) to effectively use digital systems and artificial intelligence to keep up with the pace of technological growth
and increase the efficiency of services and communication with customers.
Mrs. Makamba said this, May 18, 2026 while opening the Annual General Meeting of the Officers held for five days at the Lavenda Hotel in Dodoma with the aim of assessing performance, identifying challenges, discussing strategies to improve customer service and strengthening strategic communication within the Corporation for the next financial year.
“We all recognize that technology is the basis of modern service delivery, so it is your responsibility, Customer Service Officers, to ensure that digital systems including artificial intelligence are used effectively so that citizens receive quality services and accurate information on time.” she hesitated, Mrs. Salome Makamba
In her speech, she said the Government recognizes the sincere efforts made by TANESCO in the improvements made in customer service and strategic communication through the use of social media, WhatsApp groups and the provision of education on the safe use of electricity and Clean Energy for cooking.
She has called on TANESCO Management to improve incentives for customer service providers to increase their morale and efficiency at work considering that they are frontline actors in building the image of the Organization to customers.
“On behalf of the Ministry Leadership, I commend the service providers for your dedication. I ask the TANESCO CEO to oversee the improvement of their interests so that they can provide quality and reliable service to customers”, said Mrs. Makamba.
Speaking on customer service improvements, she has emphasized the importance of increasing efficiency in customer service centers (Call Centers) to ensure that customer challenges are resolved in a timely manner.
“I encourage strong collaboration between TANESCO and various stakeholders so that customers can get accurate information on time. There is a great importance of strengthening internal collaboration between the IT and Customer Service Departments with the aim of achieving the best standards of service delivery”, he added.
Speaking on behalf of the Chairperson of the Board of Directors of TANESCO, Dr. Lucy-Mary Mboma, she said the Board continues to value the contribution of Customer Service Officers and expects to see the Organization continue to enhance its image through quality services and productive communication.
TANESCO’s Managing Director, Mr. Lazaro Twange, said the Organization has invested in formal systems that will enable it to serve more than six million customers with great efficiency once it starts operating soon.
He said the move will also help save about 400 million shillings that were being spent on external systems.
“TANESCO will continue to invest in modern service delivery systems to increase efficiency, reliably serve more than six million customers and reduce the operating costs of external systems.” noted Mr. Twange.
This annual meeting of Customer Service and Relationship Officers is a continuation of the Organization’s culture of productive procedures in improving performance in the interests of the Organization, customers and the country as a whole.
