Safaricom CEO Peter Ndegwa has clarified the internet shutdown on June 25, 2024, when the Gen-Z protesters invaded Parliament and the company’s role in the implementation of the new Social Health Assurance (SHA).
In a TV interview, Ndegwa apologized for the shutdown and promised that such an incident would never recur.
He explained that Safaricom is the largest internet provider and it’s their responsibility to keep the country connected and ensure that internet is always available.
“It’s unfortunate that we lost the internet. I felt like we let our customers down. Safaricom is the largest provider of internet in this country, so we let our customers down,” he said.
Ndegwa said the telecommunication company has invested to ensure customers enjoy internet access across the country.
He stated that there was a backlash from customers after the internet failure, adding that customers had reasons to be disappointed.
“I apologize to all our customers for disappointing them. It is my commitment to have an always on network. Safaricom cares and is invested in ensuring that our customers have a frictionless service,” he said.
He explained that customers value Safaricom services and that’s why there were a lot of complaints during the shutdown.
“If you see a brand under attack in that way, it means that people care and they value what you deliver, otherwise they would have just walked way. It is about us reconfirming our commitment to them,” he said.
Leaking Protesters Information
Additionally, the CEO dismissed claims that Safaricom was releasing customers’ information to government agencies during the demonstrations.
Ndegwa said the Company has an elaborate security system to protect customers’ data as outlined in the Data Privacy Act.
“There was a perception that Safaricom was giving out people’s information during protests. We have created an ecosystem that allows us to control the data we have, and we follow the data privacy Act,” he said.
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He clarified that security agencies have their own tools all over the world and don’t need to rely on telecommunication companies to get information.
Ndegwa said Safaricom can only release information if they are directed by a court order
“We only release information if a court asks us to do so because there are many times where we are required to release information. Security agencies would not wait for court because most of their information is required on an agency basis,” he said.
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Safaricom Role in SHA
The CEO also explained that Safaricom aims to be Africa’s leading technology company by combining technology and innovation to solve societal challenges.
Ndegwa said Safaricom has been involved in such programs including issuing of the hustler fund, the subsidy fertilizers program and the Inua Jamii program.
Ndegwa said the move is about partnering to digitize the way public service delivers its services.
“The recent partnership with the government is about supporting the digitization of the Universal Health Care (UHC). Our role is to digitize the way you register, the way the facilities access your data, the treatment you have been issued for and the limits you have,” he said.
He explained that the partnership is a massive program that will shape the future of the health sector.
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