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Distribution and Customer Services

EMERGENCY SERVICES

The marketing Business Unit stands at the customer end of the electricity supply chain and is therefore Tanesco’s major interface with customers. It deals with distribution of electricity, promotion of services and all customer service matters.

The unit is headed by a General Manager who is assisted by two senior managers; a senior manager for marketing and customer service on the one hand and a senior manager for distribution on the other. Services of the Marketing Business Unit are delivered to customers through a network of 24 Tanesco defined regions. To ensure effective management of operations, these regions are clustered into five zones each headed by a Zonal Manager.

MARKETING AND CUSTOMER SERVICE DIVISION

The Marketing and Customer Service Division is led by the Senior Manager Marketing who oversees the operations of three sections namely the Marketing Section, the Call Centre Section and the Large Power Users section.

 

The Marketing Section

The marketing section at Tanesco is entrusted with the responsibility to develop insight into customer needs and deliver promotion campaigns that will elicit customer interest and favourable action towards Tanesco services. Click here for further information on the functions of this section.

Large Power Users Section

It is estimated that over 80% of all Tanesco revenue is earned from only 1,700 Large Power Users (LPUs) who forms 0.24% of all customers countrywide. LPUs are those customers that consume over 7,500kWh per month. Ironically, the biggest non technical losses also originate from this group of customers which is only 0.24% of total customers. Management of LPUs is therefore of paramount importance to Tanesco.

Safeguarding the 80% of revenues from the LPUs is given high priority. That is why meter commissioning and meter auditing to LPUs is administered right from the Head Office’s Marketing Division via the Department of Large Power Users.

The LPU Department runs two sections:

  • The Meter Workshop Section which is responsible with commissioning of LPU meters and attending defective LPU meters.
  • The Revenue Protection Section which is responsible in auditing LPU customers as well as supervising and giving technical assistance to Regional Revenue Protection Units.

From 2007 to 2008 the Marketing Division carried out a Pilot Project on the use of Smart Meters to establish an Automatic Meter Reading (AMR) System where meters can be read and monitored remotely. Over 100 AMR meters were installed during this Pilot Phase.

In 2009 the AMR meters were approved to be rolled out to all LPU customers.

By the end of year 2009, 2,130 AMR meters were procured for LPUs and 8,000 AMR meters were procured for Medium Power Users (Tariff 1 customers using three phase meters).

Accordingly, a third Section is under establishment within the LPU Department that will manage the AMR System. It is known as ‘The AMR Center’. This Section is expected to take off by February 2010.

These meters are not only powerful weapons in the war against energy theft, but also they will cut down meter reading costs, they will eliminate meter reading errors, and for the case  of Tariff 1 three-phase customers, they can be disconnected remotely for non-payment of bills, further cutting down operation costs.

Call Centre Section

This section is currently in the establishment stage. It will be run by a manager assisted by a principal customer service officer. Their main task at present is to establish a state of the art call centre that will enable handling of customer service issues from across the country.

The centre will be based at Tanesco Head Office, Umeme Park, Ubungo Dar es Salaam from where customer querries, requests for assistance and complaints will be received and handled. In essence the call centre will act as a coordinator for resolving customer service issues.

DISTRIBUTION DIVISION

Headed by the Senior Manager Distribution, this division is responsible for distribution, Health & Safety as well as rural electrification.

Operations Section

It is through this section that the Marketing Business Unit overseas the operations of regional operations. The section monitors regional operations through regular reports such as weekly and monthly reports and also various statistical analyses based on regional reports.

One of the major roles of the operations function is to ensure the availability of distribution materials of the right quality to enable smooth distribution of electricity to customers. The section also carries out survey for the purpose of mapping out distribution networks. To ensure continued and uninterrupted distribution services, the operations section has also been entrusted with the responsibility for overseeing maintenance of electricity distribution network.

The Distribution function also draws specifications of various distribution materials to as to ensure materials procured conform to the required standards.

The Operations Section of the Distribution Division also carters as an R&D unit thus working in search for new technology that will ensure efficient use of materials at low cost.

Health & Safety Section

While we all need electricity, we all should know that electricity is dangerous. Tanesco workers are exposed to risks of accidents while at work. Our customers are also exposed to electricity related risks due to poor electrical installations and faulty electrical appliances. Electricity can kill or cause severe and permanent injury but careful planning and straightforward precautions can help us avoid most of the accidents.

Our health and safety unit was established for the purpose of ensuring all possible measures are taken to prevent electrical accidents and creating a health wise sound working environment in accordance with the Occupational Health & Safety Act. To learn more about this section click here.

Electrification Section

Tanzania has one of the lowest electrification levels on this planet. Our electrification section has been tasked with the challenge of identifying new areas for electrification and developing proposals for the purpose of soliciting funds.

Also the section acts as a link between the company and the Rural Electrification Authority as well as other financiers of the various rural electrification projects such as the ADB, the World Bank, and NORAD.

The Electrification Section also ensures the proper management of the various projects that are under construction up to the time they are handled to the respective regions.

 
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