August 2010 - KICTANet

A case against CSR
by Harry Hare 24 Aug '10

24 Aug '10

Dear All, This is a non-IT piece but very thought provoking. Especially interesting for business executives and policy makers. I remember one professor friend who maintains that the only responsibility a corporation has, is to its shareholders. Dr Kamani, the author of this piece is of the same mindset though he argues for regulation as probably the most effective ³protector² of common good. Read on.. http://online.wsj.com/article/NA_WSJ_PUB:SB100014240527487033380045752301126 64504890.html Harry African eDevelopment Resource Centre eDevelopment House : : 604 Limuru Road Old Muthaiga : : P O Box 49475 00100 Nairobi : : Kenya T +254 20 3741646/7 : : C +254 725 650044 Training : : Research: :Consultancy: : Publishing

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Re: [kictanet] Safaricom Attitude - Consumer Issues
by andrea.bohnstedt＠ratio-magazine.com 24 Aug '10

24 Aug '10

Possibly. I may be dumb. If so, kindly explain it to me again so that I'll understand it. -----Original Message----- From: Edith Adera Sent: 23/08/2010, 22:45 To: Andrea Bohnstedt Cc: KICTAnet ICT Policy Discussions Subject: RE: [kictanet] Safaricom Attitude - Consumer Issues Andrea, You are missing the point! Edith ________________ Edith Ofwona Adera Senior Program Specialist ICT4D Program International Development Research Centre | Centre de recherches pour le développement international Regional Office for Eastern and Southern Africa Tel: +254202713160 | Fax/Téléc: +254202711063 | Skype: edithadera eadera(a)idrc.or.ke<mailto:eadera@idrc.or.ke> | www.idrc.ca<http://www.idrc.ca/> | www.crdi.ca<http://www.crdi.ca/> ________________________________ From: Andrea Bohnstedt [andrea.bohnstedt(a)ratio-magazine.com] Sent: 23 August 2010 22:43 To: Edith Adera Cc: KICTAnet ICT Policy Discussions Subject: Re: [kictanet] Safaricom Attitude - Consumer Issues Edith, Why do you find it so surprising that you can't send an M-PESA payment if you don't have an M-PESA account? Can you make Zap payments without having a Zap account? In a bank, you can pay cash into someone's account without having a bank account, but you need to go to that person's bank, and you can't make a bank transfer either without having an account yourself. Also, the need to register before you make any mobile money payments is, as far as I know, a banking sector requirement imposed by the Central Bank of Kenya (CBK), the Know Your Customer (KYC) rules to combat money laundering etc. That you need an M-PESA-enabled SIM card is an old story - that's been communicated since the beginning of the service, I think, even if it's of course it's regrettable that the agent you visited didn't have one. Many regards, Andrea On 23 August 2010 22:28, Edith Adera <eadera(a)idrc.or.ke<mailto:eadera@idrc.or.ke>> wrote: There's need for consumer issues to be taken VERY seriously in the Kenyan Telecommunication market. I believe CCK is listening and this should not be allowed to happen to any Kenyan consumer. As a non-user of money transfer services (I'm a proxy user), I decided to try the Mpesa service today as I did not have a 3rd party proxy to undertake the transaction on my behalf as I usually do. The last I tried to register for the service, I was informed that I had an old generation SIM card and needed to replace it yet the agent did not have the replacement SIMs. I was directed to follow a convoluted process of getting the replacement SIM, which I did not have the time for at that point. Today, I was rudely informed that as a non registered user I cannot send money by Mpesa (Prestige service provider) - never mind that I have a very active Safaricom line. This puzzled me as in the banking sector, you can always bank money into any account at a bank in which you're not a "member". So in search for an answer to this issue, I decided to call a Safaricom Officer (Ms Bernice - department that issues Short Codes) to get some assistance. I called her on my Zain line. As soon as she picked the call, she was very cold and retorted "for starters, you have called me from the wrong network - meaning from Zain - and secondly, you cannot send money if you are not a registered user". My issue as a consumer is - why should I be rebuked for using my Zain line to call Safaricom? Is it a Safaricom policy that no one should call them using a Zain line or lines from other network providers? what does the CCK regulations say about such issues? My little telecommunication background tells me that the "consumer is king" and that a consumer must exercise their "right of choice" in a competitive market. why should I be dictated to what network I MUST USE or NOT use to make calls? Is this a reflection of the interconnection issues that are currently hitting media headlines? I have taken this issue very seriously and demand an apology and response from Safaricom. I believe CCK will take appropriate action to ensure that this is not the modus operandi in the Kenyan telecommunication market. Edith Kenyan Consumer _______________________________________________ kictanet mailing list kictanet(a)lists.kictanet.or.ke<mailto:kictanet@lists.kictanet.or.ke> http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: andrea.bohnstedt(a)ratio-magazine.com<mailto:andrea.bohnstedt@ratio-magazine.com> Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/andrea.bohnstedt%40rat… -- Andrea Bohnstedt Publisher +254 720 960 322 www.ratio-magazine.com<http://www.ratio-magazine.com>

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FW: Ghana Leads Internet Speed
by Victor Gathara 24 Aug '10

24 Aug '10

Interesting, hope the 'price wars' in Kenya extend to data services... Victor ________________________________ GHANA HAS been ranked number one in Africa for internet speed, thanks to Vodafone Ghana's launch of its 4MB speed capacity, which is West Africa's fastest consumer internet cafés' broadband package. Aside being ranked number one in Africa, Ghana has also moved from the 176th position, globally, to 52nd for downloads and 11th for uploads, according to speedtest.net, an independent global broadband speed test analyzer, powered by Ookla the global leader in broadband speed testing and web-based network diagnostic applications. Ookla's test engines and methodologies set the global broadband industry's standards for popularity ease of use and the development of relevant statistical data. Ookla services almost every Internet Service Provider in the world and its solutions are used by thousands of small businesses and Fortune 500 companies such as Cisco, Comcast, Nokia, Reuters, Speakeasy, Time Warner Cable and Vonage. According the speed test records, Vodafone Ghana is also ranked number one in Ghana for Internet Service Provider (ISP). Vodafone's average download, based on tests by its customers is 2.26Mbps which is more than double Vodafone's nearest competitor. The launch of Vodafone's 4MB speed capacity provides customers anywhere in the country with 4-31 times faster home broadband services compared to existing speeds, thus allowing super fast streaming/downloading of movies, internet browsing, video calls and instant music downloads. "The new packages are in line with Vodafone's strategy to deliver high speed broadband services to customers, at the same time, reducing the cost of set up," said Marc Norris, Head of Consumer Fixed, Vodafone Ghana in an interview. In a related development, Vodafone Ghana has launched the most simplified and less complicated roaming rates for its customers travelling outside Ghana. With the new roaming arrangement by Vodafone Ghana, customers will pay a flat rate depending on which zone they travel to without the worry of varying tariffs. Vodafone has divided the world into six zones, each of which has a respective flat tariff for making calls, receiving calls and sending text messages. This arrangement gives customers the confidence of knowing what they are paying for and when. Roaming with Vodafone or partner network (Vodafone World), customers travelling outside Ghana would save up to 90 percent on their call and text message rates <mailto:t-radji@dfid.gov.uk> DFID, the Department for International Development: leading the UK Government's fight against world poverty. Find out more at http://www.dfid.gov.uk.

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AITEC .africa panel
by Brian Munyao Longwe 24 Aug '10

24 Aug '10

Hi Sean, I would rather if it's someone from the domain name community. I would suggest Michuki Mwangi, former CEO of KENIC and currently ISOC. Or even better the AfTLD chairman Vika, from South Africa. I have cc'd both on this email. Brian On Fri, Aug 20, 2010 at 8:03 PM, Sean Moroney <seanm(a)aitecafrica.com> wrote: > Hi Brian, > > > > Please confirm whether you would like to participate in the Panel > Discussion on this at the East African ICT Summit. The revised programme is > attached > > > > Regards, > > > > Sean Moroney > *Chairman** > **AITEC Africa* > seanm(a)aitecafrica.com > UK Tel: +44(0)1480-880774 > UK Fax: +44(0)1480-880765 > UK Mobile: +44(0)7973-499224 > Kenya Mobile: +254(0)721-845674 > Mozambique Mobile: +258-82-6181618 > Nigeria Mobile: +234(0)802-0571766 > SA Mobile: +27(0)724-577887 > Skype: seanmoroney > www.aitecafrica.com > > *From:* kictanet-bounces+seanm=aitecafrica.com(a)lists.kictanet.or.ke[mailto: > kictanet-bounces+seanm <kictanet-bounces%2Bseanm>=aitecafrica.com@ > lists.kictanet.or.ke] *On Behalf Of *Brian Munyao Longwe > *Sent:* 19 August 2010 12:40 > *To:* seanm(a)aitecafrica.com > > *Cc:* KICTAnet ICT Policy Discussions > *Subject:* Re: [kictanet] Fwd: information on .africa and the lies > surrounding an individual's push > > > > Walu, > > Your point is noted, however .africa is not just another TLD - it is in the > same realm as .eu i.e. a regional domain that represents multiple > jurisdictions - in the same manner that .eu was granted at the behest of the > EU/EC - subsequent to a process that brought forward the buy-in of major > stakeholder in the EU, including Governments, operators and local internet > community - similarly, Africa needs to have undergone a processs whereby > there is broad buy-in/consensus behind whoever it is that is making the > pitch to ICANN. > > Having said that - I for one, will NEVER support anyone who tries to gain > leverage/support by using lies: > 1) She has never been an ICANN board member - despite repeated brazen > claims to the office > 2) She has never been given a formal (let alone written) endorsement by the > AU > 3) She feels threatened by reputable and legitimate African internet bodies > and went to great lengths to sabotage AfriNIC's proposed Addist meeting by > telling lies to the government and Ethiopia telecoms which prompted them > pulling out 2 months before the meeting. Only to find out after > consultations that they have been fed a bunch of lies and ended up losing > face both at a local and global perspective. > > My two cents, > > Brian > > On Thu, Aug 19, 2010 at 12:25 PM, Njeri < > njeri.rionge(a)igniteconsulting.co.ke> wrote: > > Walu, Finally common sense becomes common sense as we know it. > > > I opted to saying nothing before, will continue to do so. But I needed to > note some sense in the thread and urge people to read in between the lines > closely. > > > > Cross the T's and dot the I's. > > > > Best, > > > Sent from my iPhone > > > > Go to www.igniteconsulting.co.ke follow the button of what's HOT this > month, our workshops Ignite Human Potential for Personal and Organizational > Success. > > > > For your wellness experiencies follow this link www.ignitelifestyle.com > > > > The Ignite Experience Center can host your corporate retreats, business > dinners and private functions. Call Eunice on 254 20 2532142 or 2532144 or > email: events(a)igniteconsulting.co.ke for your consulting bookings and > events(a)ignitelifestyle.com for your bookings on wellness therapies. > > > On Aug 19, 2010, at 11:28 AM, Barrack Otieno <otieno.barrack(a)gmail.com> > wrote: > > Very democratic comments Walu :-) > > On Thu, Aug 19, 2010 at 9:24 AM, Walubengo J <jwalu(a)yahoo.com> wrote: > > I really dont know who this lady is - other than having seeing her at the > Kenyan IGF where she also pushed for the dot.Africa initiative. Indeed as > Pierre mentions elsewhere, there's a parallel push @ > http://www.dotafrica.org/home.html which I believe has the support of > AfNOG, AfrNIC, AfTLD (the Af* organisations). > > However and I stand to be corrected - I think the ICANN process is quite > open and transparent and we therefore cannot stop any bidder pushing to have > a top level domain like dot.Africa (free for all approach that ofcourse has > had its advantages and disadvantages). > > So whereas I support and understand the need have dot.africa under the > family and philosophy of Af* organisations, we really have no control over > other bidders trying to get there first. Maybe we should just up our game > and get the domain before the competition. > > walu. > disclaimer: comments shared are personal and not the view of the > organisations I am affiliated with. > > > --- On *Wed, 8/18/10, Solomon Mburu Kamau <solo.mburu(a)gmail.com>* wrote: > > > From: Solomon Mburu Kamau <solo.mburu(a)gmail.com> > Subject: Re: [kictanet] Fwd: information on .africa and the lies > surrounding an individual's push > To: jwalu(a)yahoo.com > Cc: "KICTAnet ICT Policy Discussions" <kictanet(a)lists.kictanet.or.ke> > Date: Wednesday, August 18, 2010, 11:34 PM > > > > @ Njenga, > It's not really about who is onlist or not, but during the just concluded > EAIGF in Uganda one 'iron lady' has been claiming to speak on behalf of AU > and that there are some endorsements made that she presented to this > regional forum, which turned out to be a sham! > > I hope Brian my explanation is right. > > On 18 August 2010 18:24, Njenga Gathecha <njenga.mkenya(a)gmail.com> wrote: > > Hello all. I think the best thing to do is to have all the members listed > somewhere and then in case of doubt, listers can consult the list. This > would ward off cons who may seek to exploit innocents. > > Thanks for pointing this out now. > > On Wed, Aug 18, 2010 at 5:06 PM, Brian Munyao Longwe <blongwe(a)gmail.com> > wrote: > > > > Hi all, > > Just received this. Apparently she has formally been propagating lies about > being on the ICANN board etc.... and even put up counterfiet letters on her > website - this verges on criminal! What is her interest? > > Brian > > ------------------------ > > Brian, > > here is some info for you.. she constructed this whole thing on lies. you > can judge for yourself. I did not want to spam all but I sent this to a few > key people. check this: > > - there is no African Union Authority!!!! do you really believe that the*Chairman of the AU Commission > * will have claimed to write on behalf of a non existent authority and > give her a letter in that sense? so maybe she should explain to people why > she has a 'weird' letter on her website. Check her website and you will see. > > - here is an email that tells you how she lies! she actually took me to the > ombudsman at ICANN in 2007, complaining that I was preventing her from doing > dot africa, copied the whole board at the time --- all her claims were > immediately dismissed when I sent the letters and emails to the ombudsman, > of the same caliber as the below that she had been sending to regional > organisations and bodies. My fault was to have written to all organisations, > as the Regional Liaison, to dismiss her claims of ICANN endorsement of dot > africa and her being on the board. > > - she keeps saying ICANN is endorsing dot africa! how can ICANN endorse a > TLD?? how can ICANN be judge and party???? she is supposed to have been at > the GNSO council and ICANN and understand what she is talking about!!!! she > has been in the ICANN process for the past 5 years and still has no idea how > all this functions. > > I let you judge. The woman does not have her wits together I think. > > Cheers > > *Sophia Bekele <sophiabekele(a)yahoo.com<http://mc/compose?to=sophiabekele@yahoo.com> > >* > > 30/08/2006 01:48 PM > > > > Subject > > Re: > > > > > Hello <name removed>, > > I hope your vacation is going well. As per discussion, I thought I would > convey someof what is on my plate that may be of mutual interest. > > Presently, other than my private projects/business interests, I also serve > on the board of ICANN, the international internet governance organization. > At this stage, I have outlined few projects in addition to an initiative > that could quickly put under incubation. Any or all of these could serve as > a basis for mutual collaboration. > > Generally speaking the projects span ICT, public sector governance, > regional integration, internet governance etc.. > > The priority project I mentioned to UN Undersecretary General was that of > dot.africa (.Africa) which he expressed great interest. Thus, there will be > a need to synergize and align strategies of possible project collaboration. > > > Dot.Africa is an initiative supported by ICANN, that aims at unifying and > consolidating the African Information Society and presence within the > Internet as distinct from other Continental communities. As such, there now > exists dot.EU (.EU), dot.Asia.(.ASIA) and dot.LatinAmerica (.LA) as similar > ongoing initiatives. The present paradigm is to halt Africans > marginalization in this age of globalization. This is actually one of the > goals of NEPAD, which of course is an initiative that is already endorsed b > the UN. There are no prices for guessing what would happen if dot.Africa is > not also initiated and implemented at the same time that other Continental > communities on the net have been put in place. > > To get this of the ground, it appears from the experiences of the others, a > minimum of 13 countries in Africawould have to come on board. The > endorsement for UNECA would of course be helpful. This initiative would > require a proposal to be distributed to the potential participating > countries. UNECA’s help would be crucial in communicating who might wish to > participate. Countries that have already have ongoing National policies > that relate ICT as a strategic tool for National development would be the > primary candidates. Being something that would turn into a Continental > initiative, it is rewarding at best for the UNECA to play an active role in > this initial stage. > > As an African representative on ICANN board, I have taken the initiative to > coordinate and see the successful implementation of the project. I believe > therefore, we should have a meeting to progress this further. I suggest we > meet ASAP to get this moving, as time is of essence to the extent that the > application for the domain name must be submitted before January 2007. > > However due to our travel schedules, we should arrange a teleconference > meeting that is mutually convenient for all within the next two weeks. > > Regards, > Sophia > > > > > _______________________________________________ > kictanet mailing list > kictanet(a)lists.kictanet.or.ke > http://lists.kictanet.or.ke/mailman/listinfo/kictanet > > This message was sent to: njenga.mkenya(a)gmail.com > Unsubscribe or change your options at > http://lists.kictanet.or.ke/mailman/options/kictanet/njenga.mkenya%40gmail.… > > > > > -- > > Quis custodiet ipsos custodes? > > > > _______________________________________________ > kictanet mailing list > kictanet(a)lists.kictanet.or.ke > http://lists.kictanet.or.ke/mailman/listinfo/kictanet > > This message was sent to: solo.mburu(a)gmail.com > Unsubscribe or change your options at > http://lists.kictanet.or.ke/mailman/options/kictanet/solo.mburu%40gmail.com > > > > > -- > *Solomon Mbũrũ Kamau* > > ***************************************************** > *Man is a gregarious animal and enjoys agreement as cows will graze all > the same way to the side of a hill!* > > AND > > *It is better to die in dignity than in the ignominy of ambiguous > generosity! * > > http://smiley2.wordpress.com > http://mburu.sikika.co.ke > > > > > > > > -----Inline Attachment Follows----- > > _______________________________________________ > kictanet mailing list > kictanet(a)lists.kictanet.or.ke > http://lists.kictanet.or.ke/mailman/listinfo/kictanet > > This message was sent to: jwalu(a)yahoo.com > Unsubscribe or change your options at > http://lists.kictanet.or.ke/mailman/options/kictanet/jwalu%40yahoo.com > > > > _______________________________________________ > kictanet mailing list > kictanet(a)lists.kictanet.or.ke > http://lists.kictanet.or.ke/mailman/listinfo/kictanet > > This message was sent to: otieno.barrack(a)gmail.com > Unsubscribe or change your options at > http://lists.kictanet.or.ke/mailman/options/kictanet/otieno.barrack%40gmail… > > > > > -- > Barrack O. Otieno > +41767892272 > Skype: barrack.otieno > > _______________________________________________ > kictanet mailing list > kictanet(a)lists.kictanet.or.ke > http://lists.kictanet.or.ke/mailman/listinfo/kictanet > > This message was sent to: njeri.rionge(a)igniteconsulting.co.ke > Unsubscribe or change your options at > http://lists.kictanet.or.ke/mailman/options/kictanet/njeri.rionge%40ignitec… > > > _______________________________________________ > kictanet mailing list > kictanet(a)lists.kictanet.or.ke > http://lists.kictanet.or.ke/mailman/listinfo/kictanet > > This message was sent to: blongwe(a)gmail.com > Unsubscribe or change your options at > http://lists.kictanet.or.ke/mailman/options/kictanet/blongwe%40gmail.com > > > > > -- > Brian Munyao Longwe > e-mail: blongwe(a)gmail.com > cell: + 254 722 518 744 > blog : http://zinjlog.blogspot.com > meta-blog: http://mashilingi.blogspot.com > -- Brian Munyao Longwe e-mail: blongwe(a)gmail.com cell: + 254 722 518 744 blog : http://zinjlog.blogspot.com meta-blog: http://mashilingi.blogspot.com

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Pondering mobile competition
by Andrea Bohnstedt 24 Aug '10

24 Aug '10

I'm wondering: Will CCK strictly enforce the cut-off deadline for unregistered SIM cards at the end of August? Are Zain making sure that everyone picking up a new line also register them immediately? If price war is Zain's strategy, will they have enough money left to invest in infrastructure and customer service once their subscriber numbers go up significantly? Will they be able to scale up both systems quickly enough? Telkom Orange are cited in the media as complaining that the interconnect rate also applies to their fixed line service and that this is not even covering their costs ( http://www.nation.co.ke/business/news/Telkom%20unhappy%20with%20interlink%2…) I wonder if the two big ones having it out won't kill the two small ones first? Bharti/Zain have also launched free sms alongside lower on and off-net calling rates and free minutes in Nigeria: http://telecomyatra.afaqs.com/news/?sid=1652_Bharti+subsidiary+Zain+introdu… Happy afternoon, Andrea

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This might be of interest...
by Njeri Rionge 24 Aug '10

24 Aug '10

Listeners! To those in technical or other areas of key operations within an organization, that would like to enhance their performance management skills related to people /project management and performance evaluation. Go to http://tiny.cc/t9ojc - This workshop will help participants gain total control over their competencies to develop, monitor and manage an effective performance management system that will change the culture of the organization if everything learnt is adhered to; To enable the change management process within the performance management system implementation, John Kotter's methodology and approach will be presented in an interactive and engaging group session amongst other global techniques that have worked successfully. This step by step guide will be the best time and money spent for your personal and organizational benefit. To register go to http://tiny.cc/t9ojc and register online. Should you need further clarification contact the undersigned. -- Njeri Rionge (Ms) Founder & Executive Director http://ke.linkedin.com/pub/njeri-rionge/5/966/760 __________________________________ Skype ID: nrionge Tel: +254 20 253 2144, 253 2142 (Orange Fixed Plus) Tel: +254 722 522136 (Safaricom Mobile) Tel: +254 773 495022 (Orange Mobile) URL: www.igniteconsulting.co.ke P. O. Box 15568 Nairobi 00100, Kenya ======================================= Our events calendar for 2010 can be accessed via http://www.igniteconsulting.co.ke/calendar.html for details on the workshops and training programs click on the highlighted date/event. Your have the option to register or email us for more information. Thank you for choosing to engage with us, we aim to “Ignite Human Potential for Personal & Organizational Success” 2009 Inductee ICT Hall of Fame Kenya ==========================================

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Re: [kictanet] kictanet Digest, Vol 39, Issue 41
by ALEX OWITI 24 Aug '10

24 Aug '10

*PRESS RELEASE* * * *SAFARICOM EXCITES MARKET WITH LOWEST CALL RATES* * * *It is Masaa Time as Firm Launches Value-Based Discounts * *August 24, 2010...*In a move that is likely to excite the local market, Kenya’s leading telecoms operator Safaricom has today unveiled a new tariff promotion that will see its subscribers call from as low as Sh2 per minute. The Sh2 a minute charge represents the cheapest calling rate by any operator in the Kenyan market currently. Under the new scheme called *Masaa* Tariff, customers will be able to make calls within the network at between Sh2-4, depending on the value of their last top-up. Calls to other operators will cost Sh3-5. Subscribers who buy airtime worth Sh100, Sh250, Sh500 or Sh1,000 will be able to make on-net calls at Sh2 a minute, while the off-net rate for these airtime values will be Sh3. On the other hand, airtime worth Sh5 or Sh10 will attract a discounted flat rate of Sh5 both for calls terminating within and outside the Safaricom network. Subscribers who buy airtime worth Sh50 will now pay Sh3 a minute for both on and off-net calls while for the Sh20 denomination, the on-net rate is Sh4, while calls outside the network will cost Sh5 per minute. Per second billing applies on the *Masaa* Tariff, which takes effect starting August 24 to September 23 and is primarily targeted at the firm’s Prepay subscribers. Commenting on the development, Safaricom CEO Michael Joseph said *Masaa*Tariff was a way of thanking the firm’s over 16 million subscribers for their loyalty, in light of new rates guidelines announced by the regulator, and would be the first in a series of such moves as the firm marks 10 years as an authentic Kenyan success story this year. “We thank our customers for enabling us to become a globally-celebrated Kenyan success story in the telecoms world. We shall continue creating true value for our customers by listening to them and coming up with propositions that best answer their needs. We recognize that this has been a great pillar of our leadership,” said Mr Joseph. He promised all Safaricom subscribers a “bagful of pricing and promotional incentives” going forward it seeks to consolidate its leadership in the Kenyan market, while continuously delighting its growing subscriber base. *About Safaricom...*Formed at the turn of the decade, Safaricom has firmly established its credentials as a regional leader, spawning a virtual telecoms revolution in Kenya. Safaricom is a total telecoms company. With a subscriber base of over 16 million, Safaricom offers all telecoms services under one roof: mobile and fixed voice and data services on a variety of platforms: Kenya’s widest and only 3G network; a growing fibre optic cable footprint and its most expansive WIMAX presence. For more details please go to: *http://www.safaricom.co.ke/* * * * ALEX.*

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Re: [kictanet] Safaricom Attitude - Consumer Issues
by Edith Adera 23 Aug '10

23 Aug '10

Muchiri, You're "spot on" w.r.t. your analysis. However, service provision MUST be consumer-centric (non of the providers would have any business without the consumers). We have relegated consumer issues to the back burner for far too long...hence the unfortunate incidences that go unreported. So, yes, indeed CCK has a role to play in protecting the consumer. Infact, one of their core objectives/responsibilities are quote "Protecting consumer rights within the communications environment" - It further states that " "The Commission protects consumers in three ways. The first is through the issuance of licenses that have conditions, which address various aspects of service provision by the licensees. Secondly, the Commission has introduced competition in various market segments in line with the government sector policy. The third way in which the Commission protects consumers is by taking up certain complaints raised by consumers with the licensees with a view to helping both parties reach an amicable solution to the problem raised." Further, consumers have certain rights and obligations. Someof the rights listed include:- • The Right to receive information assistance to assist in use of the services. * The Right to fair treatment without undue discrimination from another consumer We need to bring these regulations to life and take some of these issues very seriously. I must correct that Ms Bernice is NOT a customer service staff, so this is not a trivial matter. It's engrained in the institution it would appear. And must change especially as a dominant player. Edith ________________________________ From: Muchiri Nyaggah [muchiri(a)semacraft.com] Sent: 23 August 2010 22:49 To: Edith Adera Cc: 'KICTAnet ICT Policy Discussions' Subject: RE: [kictanet] Safaricom Attitude - Consumer Issues Hi Edith, What a sad and unfortunate experience. Mr Joseph has a rare opportunity. The opportunity to leave a legacy of great customer service and positive brand sentiment in the face of aggressive competition. What Ms Bernice displayed today is an organizational culture (positive in itself) where the staff own the brand to the extent of taking competition personally. That in itself is hard to do. Even harder to do is maintain civility and great service when the public you are dealing with are obviously inclined to the competition. CCK may not have the power to force telcos to be civil so Safaricom doesn’t have to be nice to consumers. Such a culture is obviously counter-productive. A sincere apology would be good business sense but a more sustainable approach would be an internal education campaign to re-align the organisation to its primary objectives so that their staff respond to customers not to the competition. Kind regards, Muchiri Nyaggah Director @muchiri +254 722 506400 Semacraft.com [cid:image001.jpg@01CB4315.55476E70] ________________________________ From: kictanet-bounces+muchiri=semacraft.com(a)lists.kictanet.or.ke [mailto:kictanet-bounces+muchiri=semacraft.com@lists.kictanet.or.ke] On Behalf Of Edith Adera Sent: 23 August 2010 22:28 To: muchiri(a)semacraft.com Cc: KICTAnet ICT Policy Discussions Subject: [kictanet] Safaricom Attitude - Consumer Issues Importance: High There's need for consumer issues to be taken VERY seriously in the Kenyan Telecommunication market. I believe CCK is listening and this should not be allowed to happen to any Kenyan consumer. As a non-user of money transfer services (I'm a proxy user), I decided to try the Mpesa service today as I did not have a 3rd party proxy to undertake the transaction on my behalf as I usually do. The last I tried to register for the service, I was informed that I had an old generation SIM card and needed to replace it yet the agent did not have the replacement SIMs. I was directed to follow a convoluted process of getting the replacement SIM, which I did not have the time for at that point. Today, I was rudely informed that as a non registered user I cannot send money by Mpesa (Prestige service provider) - never mind that I have a very active Safaricom line. This puzzled me as in the banking sector, you can always bank money into any account at a bank in which you're not a "member". So in search for an answer to this issue, I decided to call a Safaricom Officer (Ms Bernice - department that issues Short Codes) to get some assistance. I called her on my Zain line. As soon as she picked the call, she was very cold and retorted "for starters, you have called me from the wrong network - meaning from Zain - and secondly, you cannot send money if you are not a registered user". My issue as a consumer is - why should I be rebuked for using my Zain line to call Safaricom? Is it a Safaricom policy that no one should call them using a Zain line or lines from other network providers? what does the CCK regulations say about such issues? My little telecommunication background tells me that the "consumer is king" and that a consumer must exercise their "right of choice" in a competitive market. why should I be dictated to what network I MUST USE or NOT use to make calls? Is this a reflection of the interconnection issues that are currently hitting media headlines? I have taken this issue very seriously and demand an apology and response from Safaricom. I believe CCK will take appropriate action to ensure that this is not the modus operandi in the Kenyan telecommunication market. Edith Kenyan Consumer No virus found in this incoming message. Checked by AVG - www.avg.com Version: 9.0.851 / Virus Database: 271.1.1/3087 - Release Date: 08/22/10 21:35:00

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Re: [kictanet] Safaricom Attitude - Consumer Issues
by andrea.bohnstedt＠ratio-magazine.com 23 Aug '10

23 Aug '10

No customer should be treated rudely. Obviously - that goes without saying (and applies to all customer relationships, not just telcos). But Edith's email contained different points, including a complaint that she can't send an M-PESA payment without an M-PESA account, and that it involves a set up (which, when you have your ID and the agent has SIM cards, really doesn't take long). -----Original Message----- From: Solomon Mburu Kamau Sent: 23/08/2010, 23:00 To: andrea.bohnstedt(a)ratio-magazine.com Cc: KICTAnet ICT Policy Discussions Subject: Re: [kictanet] Safaricom Attitude - Consumer Issues On 23 August 2010 22:49, andrea.bohnstedt(a)ratio-magazine.com < andrea.bohnstedt(a)ratio-magazine.com> wrote: > Possibly. I may be dumb. If so, kindly explain it to me again so that I'll > understand it. > I think the point raised by Edith was mostly revolving on the issue of cold customer care when she used a rival company's line to call the CC. The rest, I think are as easy as ABC to understand. I might have not given the whole view of my understanding, but I think it's logically wrong for the CC not to take the call from Edith warmly. After all, wasn't Edith paying for that call? Methinks it's up to the respective companies to instill some form of 'discipline' to their CC staff. I wonder loudly, suppose I went to Safaricom's shop/outlet or even House with a shirt emblazoned: ' Zain, Call A Wonderful World, for only 3 and texts at 1 across all networks in Kenya', and vice versa: 'Niko na Safaricom' will I be shoved off? Just thinking loudly! > -----Original Message----- > From: Edith Adera > Sent: 23/08/2010, 22:45 > To: Andrea Bohnstedt > Cc: KICTAnet ICT Policy Discussions > Subject: RE: [kictanet] Safaricom Attitude - Consumer Issues > > > Andrea, > > You are missing the point! > > Edith > > > ________________ > Edith Ofwona Adera > Senior Program Specialist > ICT4D Program > International Development Research Centre | Centre de recherches pour le > développement international > Regional Office for Eastern and Southern Africa > Tel: +254202713160 | Fax/Téléc: +254202711063 | Skype: edithadera > eadera(a)idrc.or.ke<mailto:eadera@idrc.or.ke> | www.idrc.ca< > http://www.idrc.ca/> | www.crdi.ca<http://www.crdi.ca/> > ________________________________ > From: Andrea Bohnstedt [andrea.bohnstedt(a)ratio-magazine.com] > Sent: 23 August 2010 22:43 > To: Edith Adera > Cc: KICTAnet ICT Policy Discussions > Subject: Re: [kictanet] Safaricom Attitude - Consumer Issues > > Edith, > > Why do you find it so surprising that you can't send an M-PESA payment if > you don't have an M-PESA account? Can you make Zap payments without having a > Zap account? > > In a bank, you can pay cash into someone's account without having a bank > account, but you need to go to that person's bank, and you can't make a bank > transfer either without having an account yourself. > > Also, the need to register before you make any mobile money payments is, as > far as I know, a banking sector requirement imposed by the Central Bank of > Kenya (CBK), the Know Your Customer (KYC) rules to combat money laundering > etc. > > That you need an M-PESA-enabled SIM card is an old story - that's been > communicated since the beginning of the service, I think, even if it's of > course it's regrettable that the agent you visited didn't have one. > > Many regards, > Andrea > > > On 23 August 2010 22:28, Edith Adera <eadera(a)idrc.or.ke<mailto: > eadera(a)idrc.or.ke>> wrote: > There's need for consumer issues to be taken VERY seriously in the Kenyan > Telecommunication market. I believe CCK is listening and this should not be > allowed to happen to any Kenyan consumer. > > As a non-user of money transfer services (I'm a proxy user), I decided to > try the Mpesa service today as I did not have a 3rd party proxy to undertake > the transaction on my behalf as I usually do. The last I tried to register > for the service, I was informed that I had an old generation SIM card and > needed to replace it yet the agent did not have the replacement SIMs. I was > directed to follow a convoluted process of getting the replacement SIM, > which I did not have the time for at that point. > > Today, I was rudely informed that as a non registered user I cannot send > money by Mpesa (Prestige service provider) - never mind that I have a very > active Safaricom line. This puzzled me as in the banking sector, you can > always bank money into any account at a bank in which you're not a "member". > > So in search for an answer to this issue, I decided to call a Safaricom > Officer (Ms Bernice - department that issues Short Codes) to get some > assistance. I called her on my Zain line. As soon as she picked the call, > she was very cold and retorted "for starters, you have called me from the > wrong network - meaning from Zain - and secondly, you cannot send money if > you are not a registered user". > > My issue as a consumer is - why should I be rebuked for using my Zain line > to call Safaricom? Is it a Safaricom policy that no one should call them > using a Zain line or lines from other network providers? what does the CCK > regulations say about such issues? My little telecommunication background > tells me that the "consumer is king" and that a consumer must exercise their > "right of choice" in a competitive market. why should I be dictated to what > network I MUST USE or NOT use to make calls? Is this a reflection of the > interconnection issues that are currently hitting media headlines? > > I have taken this issue very seriously and demand an apology and response > from Safaricom. I believe CCK will take appropriate action to ensure that > this is not the modus operandi in the Kenyan telecommunication market. > > Edith > Kenyan Consumer > > > _______________________________________________ > kictanet mailing list > kictanet(a)lists.kictanet.or.ke<mailto:kictanet@lists.kictanet.or.ke> > http://lists.kictanet.or.ke/mailman/listinfo/kictanet > > This message was sent to: andrea.bohnstedt(a)ratio-magazine.com<mailto: > andrea.bohnstedt(a)ratio-magazine.com> > Unsubscribe or change your options at > http://lists.kictanet.or.ke/mailman/options/kictanet/andrea.bohnstedt%40rat… > > > > > -- > Andrea Bohnstedt > Publisher > +254 720 960 322 > www.ratio-magazine.com<http://www.ratio-magazine.com> > > > _______________________________________________ > kictanet mailing list > kictanet(a)lists.kictanet.or.ke > http://lists.kictanet.or.ke/mailman/listinfo/kictanet > > This message was sent to: solo.mburu(a)gmail.com > Unsubscribe or change your options at > http://lists.kictanet.or.ke/mailman/options/kictanet/solo.mburu%40gmail.com > -- *Solomon Mbũrũ Kamau* ***************************************************** *Man is a gregarious animal and enjoys agreement as cows will graze all the same way to the side of a hill!* AND *It is better to die in dignity than in the ignominy of ambiguous generosity! * http://smiley2.wordpress.com http://mburu.sikika.co.ke

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Apple applies for patent to kill Jailbroken devices
by Brian Munyao Longwe 23 Aug '10

23 Aug '10

Interesting read - but would a patent granted in the USA apply across /into other jurisdictions? I foresee a slew of lawsuits against Apple including the possibility of class action if they pursue this matter.... http://bit.ly/bM4Nft Brian -- Brian Munyao Longwe e-mail: blongwe(a)gmail.com cell: + 254 722 518 744 blog : http://zinjlog.blogspot.com meta-blog: http://mashilingi.blogspot.com

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