By our reporter
DAR ES SALAAM, Tanzania, Oct. 6 — Tanzania's Energy Minister Juma Zuberi Homera on Tuesday launched a revamped customer service charter and a range of digital services by state power utility TANESCO, as the government seeks to improve the speed and efficiency of electricity services.
The new services include an AI chatbot, a dedicated telephone number for large customers and a premium online portal, with Homera urging TANESCO to ensure the systems operate effectively and respond to customers' needs.
Speaking at the launch in Dar es Salaam, Homera said the increased use of modern technology was helping TANESCO improve accountability, transparency and professionalism in its dealings with customers.
He said electricity-related problems needed to be addressed quickly because disruptions in power services could directly affect production and other economic activities.
“The government's direction is to build an energy sector capable of supporting the pace of Tanzania's economic growth. We want productive activities to continue without unnecessary obstacles, and we want citizens to access services more easily,” Homera said.
Tanzania currently has generation capacity of 4,606 megawatts against peak demand of 2,316 MW, according to Homera, leaving scope for greater investment in industry, business and social services.
The launch, held under the theme “Extra Mile” during Customer Service Week, also featured the introduction of 185, a dedicated line for large customers, and Twiga AI Chatbot, a digital assistant designed to respond to customer enquiries.
TANESCO also unveiled an upgraded large-customer service unit and the Premium Customer Portal, a dedicated digital platform intended to provide specialised services to major electricity users.
TANESCO Managing Director Lazaro Twange said the Twiga Assistant was part of the utility's shift away from paper-based processes towards electronic services that reduce waiting times for customers.
He said recent strategic investments in the electricity sector, including the Chalinze-Dodoma transmission project, had created an opportunity for TANESCO to focus more on improving how customers access services.
“TANESCO has decided to move closer to citizens and bring its services closer to them,” Twange said.
Subira Mgalu, chairperson of the Parliamentary Standing Committee, commended the Energy Ministry and TANESCO for introducing innovations aimed at addressing challenges faced by electricity users.
TANESCO board deputy chairperson Ambassador Zuhura Bundala said the board would continue overseeing the utility's efforts to integrate modern technology into service delivery.
“The customer is king for us, and the services provided by the utility directly affect citizens,” Bundala said.
The launch comes as TANESCO seeks to use digital platforms to make customer services more accessible, faster and more efficient, particularly for large electricity consumers whose operations are closely tied to reliable power services.