The Energy and Water Utilities Regulatory Authority (EWURA) has taken a major step towards modernising public service delivery by digitising key operations, including the issuance of permits and licenses as well as the handling of customer complaints.
The reform, according to EWURA Director General Dr. James Andilile, aims to eliminate delays and make it easier for citizens and businesses to access services from anywhere in the country without physically visiting EWURA offices.
“We have continued to strengthen our digital systems to ensure faster, more reliable, and customer-centred services,” said Dr. Andilile during the launch of the Customer Service Week at EWURA headquarters in Dodoma on October 6, 2025.
“This move has completely removed the delays and inconveniences that previously affected service delivery.”he added
EWURA has developed several online platforms to support its regulatory functions. Among them is E-LUC, a mobile application that allows customers to provide feedback and share experiences regarding services offered by EWURA-regulated utilities.
Another platform, LOIS, enables clients to apply for licenses, construction permits for regulated energy and water infrastructure, and to lodge complaints all through a digital interface.
Dr. Andilile said the adoption of digital tools demonstrates EWURA’s commitment to leveraging technology to improve transparency, efficiency, and accountability in the regulatory environment.
He called on staff to maintain professionalism and uphold service excellence, stressing that customer satisfaction remains at the heart of EWURA’s mandate.
“Our goal is to make EWURA a model of digital transformation in public service delivery,” he said. “We want every Tanzanian, regardless of location, to access our services easily and on time.”
The Customer Service Week, marked annually in October, offers public institutions a platform to highlight initiatives that enhance customer experience and promote innovation in service delivery.