Tanzania Electric Supply Company (TANESCO) is increasingly being viewed as a trailblazer in digital innovation, with its recent transformation in customer service attracting the attention of other public institutions eager to replicate its success.
Officials from the Business Registration and Licensing Agency (BRELA) and the Morogoro Urban Water Supply and Sanitation Authority (MORUWASA) have praised TANESCO for its investment in information and communication technology (ICT), saying the reforms are not only improving efficiency but also restoring confidence among customers.
The recognition followed a study tour at TANESCO’s Customer Service Call Center in Dar es Salaam, where the two agencies observed how digital platforms are enabling faster response times, improved problem-solving, and more reliable service delivery.
TANESCO’s Acting Director of Communications and Customer Service, Ms. Irene Gowelle, said the shift is the result of deliberate government investment in technology through the Ministry of Energy, which has allowed the company to improve its engagement with customers.
“Technology is changing the way we serve Tanzanians. Today, citizens receive faster and more accurate responses, and institutions across the country are coming to learn from our model. This is proof that when we invest in ICT, we deliver better value to the public,” she said.
BRELA’s Chief Public Relations Officer, Ms. Joyce Mgaya, said TANESCO’s experience has provided valuable insights into how government agencies can strengthen customer service.
“The systems we have seen here show how technology can significantly cut inefficiencies and reduce complaints. These lessons will help us improve our own service delivery,” she said.
MORUWASA’s Director of Customer Service, Mr. Kiguhe Benno Lyang’onjo, echoed the sentiment, describing TANESCO’s reforms as “a clear demonstration of how digital tools can transform service delivery for the benefit of citizens.”
The visit is part of a broader government initiative to encourage peer learning among state institutions, aimed at spreading innovation and best practice.
As Tanzania accelerates its adoption of digital systems, officials say the ultimate goal is to ensure citizens experience faster, simpler, and more reliable access to essential services.