Tanesco Launches Nikonekt Service to revolutionize customer experience

By Charles Mkoka

The Tanzania Electric Supply Company Ltd (Tanesco) has kicked off its Customer Service Week with the introduction of Nikonekt, a cutting-edge digital platform aimed at streamlining electricity service delivery to homes across the country. The move aligns with President Samia Suluhu Hassan's directive for enhanced digital interconnectivity within government systems, part of Tanzania’s broader digital transformation agenda.

Nikonekt enables new customers to request electricity connections instantly, either online or via USSD technology, catering to users of computers, tablets, smartphones, and basic mobile phones, commonly known as kiswaswadu devices. The service allows customers to connect to the grid more efficiently, reducing the need for in-person office visits.

"The service allows new customers to connect faster, without delays, and without the need to visit a Tanesco office," explained a representative from the company.

For both USSD and smartphone users, the payment process is integrated with Tanzania’s government payment system, utilizing a control number for seamless transactions. Once payment is verified, the service request is processed, and technicians are dispatched to complete the installation.

The Customer Service Week campaign is being promoted under the slogan "Zaidi ya Matarajio," which translates to "Beyond Expectations."

One customer praised the new service, highlighting its efficiency and the elimination of fraudulent intermediaries, known locally as vishoka, who often exploit the traditional service process.

Niconnect is expected to significantly improve Tanesco's customer experience by providing quicker, more accessible, and transparent service delivery, marking a major step in the company's digital transformation efforts.

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