TANESCO modernizes its customer service systems in line with Vision 2050 goals

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DAR ES SALAAM: THE Minister for Energy Dr Juma Zuberi Homera has launched new customer service systems for the Tanzania Electric Supply Company (TANESCO), alongside an improved Customer Service Charter aimed at ensuring both large and small customers receive faster and more convenient services.

Launching the systems in Dar es Salaam on October 6, 2026, Dr Homera said TANESCO had demonstrated its commitment to further improving customer service, describing the initiative as important to the national interest, particularly in implementing Vision 2050 and President Dr Samia Suluhu Hassan’s vision of ensuring public institutions embrace innovation and technology to improve services for citizens.

Among the systems launched is Twiga Assistant, a modern artificial intelligence (AI)-powered solution that enables customers to access services 24 hours a day without having to call TANESCO. The minister also launched the Twiga Premium Portal, a dedicated digital platform designed to enable large customers to access a range of services more conveniently.

Dr Homera also launched a dedicated 185 hotline for large customers, enabling them to access faster, direct and priority services. In addition, he launched the Large Customers Service Unit to ensure that the needs of this customer group are adequately addressed.

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While commending TANESCO for the innovations developed by its local experts, Dr Homera directed the utility to ensure that the Customer Service Charter is implemented effectively at all levels and that its commitments become part of every employee’s working culture.

He further stressed that all the newly launched systems must remain fully operational and be used effectively to deliver the intended benefits to citizens.

The minister also directed TANESCO to provide adequate public education to all customer groups on the new systems and how they can use them to access services and resolve various challenges.