Ngethe

No one mentioned a development partner. Sorry.

Healthy competition, an informed consumer and associated pressures can be the basis for improvement.

Monopolies (an approx of what Safaricom is) have no incentive to improve purely on market forces unless compelled by law.

We have come a long way; and in that time the world has not been sleeping; they too have been moving forward. We may be just as much distance away (to attain world class services) as we were 5, 6, 7 years ago.

In my estimation, time I have spent on this issue is way more than the amount involved.

I am off to explore Tangaza (on some people's recommendation).

NB: enough said on this subject, at least for now.

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Matunda Nyanchama, PhD, CISSP; mnyanchama@aganoconsulting.com
Agano Consulting Inc.; www.aganoconsulting.com; Twitter: nmatunda; Skype: okiambe
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From: "ngethe.kariuki2007@yahoo.co.uk" <ngethe.kariuki2007@yahoo.co.uk>
To: Matunda Nyanchama <mnyanchama@aganoconsulting.com>
Cc: KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke>
Sent: Friday, December 7, 2012 7:34 AM
Subject: Re: [kictanet] Poor Customer Service is no Customer Service

Matunda,
No I do not entirely agree with you on this one.Services have considerably improved in some sectors of our country.However,we still have a long way to go.We need to sustain and build on the gains made.We have to do it ourselves.No development partner can do it for us in the long run!

Sent from my BlackBerry®

From: Matunda Nyanchama <mnyanchama@aganoconsulting.com>

Date: Thu, 6 Dec 2012 19:52:15 -0800 (PST)

To: ngethe.kariuki2007@yahoo.co.uk <ngethe.kariuki2007@yahoo.co.uk>

ReplyTo: Matunda Nyanchama <mnyanchama@aganoconsulting.com>

Cc: KICTAnet ICT Policy Discussions<kictanet@lists.kictanet.or.ke>

Subject: Re: [kictanet] Poor Customer Service is no Customer Service

Ngethe

I must confess that if I had an alternative I could switch at a whim; without any regret.

But we also are used to mediocre service and it is what we get.

"The best revenge is massive success" - Frank Sinatra

From: "ngethe.kariuki2007@yahoo.co.uk" <ngethe.kariuki2007@yahoo.co.uk>
To: Matunda Nyanchama <mnyanchama@aganoconsulting.com>
Cc: KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke>
Sent: Thursday, December 6, 2012 8:59 AM
Subject: Re: [kictanet] Poor Customer Service is no Customer Service

Nyanchama,Listers
Contrary to popular belief,there is nothing inherently efficient in a private company.Only competition or its threat makes them so.So the question is:Where there is little or no effective competition,where would the incentive to offer good service come from unless they are serving their self-interest(read profit motive).
Sent from my BlackBerry®

-----Original Message-----
From: Matunda Nyanchama <mnyanchama@aganoconsulting.com>
Sender: "kictanet"
<kictanet-bounces+ngethe.kariuki2007=yahoo.co.uk@lists.kictanet.or.ke>
Date: Wed, 5 Dec 2012 20:27:17
To: <ngethe.kariuki2007@yahoo.co.uk>
Reply-To: Matunda Nyanchama <mnyanchama@aganoconsulting.com>
Cc: KICTAnet ICT Policy Discussions<kictanet@lists.kictanet.or.ke>
Subject: [kictanet] Poor Customer Service is no Customer Service

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