CUSTOMERS of the government owned bank, Twiga Bancorp Ltd will now be required at their own free will to give their opinions and comments on the general operational business performance of the bank in the country, an official of the bank said early this week in Dar es Salaam. The Bank’s Head of Operations for ICT and Business Continuity Management (BCM), Richard M.S. Kombole said in an exclusive interview that, the idea behind the move is to receive their customers’ views on their internal operations and their knowledge on how they see should have been the best way for the bank to adopt in order to achieve its development goals. He noted that, through its customers the bank is interested to get to know the feedback of the business operations and the trend in general including hidden issues which the bank might not be aware of and if tackled would bring progress and help maintain good customer relations, Kombole raised a concern when asked how the bank integrates its activities with the newly introduced ICT programs, whereupon he said his bank has already designed special forms for complaints and compliments on which all bank’s customers will fill in their details in order to facilitate the move. “Customers will be free to talk of anything they see that would be beneficial to the development of the bank especially in the matters relating to the revamping of bank’s services for the interest of the nation”, he said. Apart from views, the bank has established an information database on which to keep their customers’ comprehensive assessment record. These are personal particulars which originally were recorded when their customers opened their accounts. However, he added that, customers will disclose their personal particulars to be filled in the forms by themselves, such particulars would include their names, phone numbers, addresses, date and account numbers and the name of a branch office where it was opened. Lastly they will be required to give their personal details about their complaints on the bank’s services. He said in the forms, customers would be required to write down their views or comments so as to let know the bank if the service they provide is sufficient or not, they will also let them know if their products are functional or not as well as if they feel good about the bank or not. Under the operation, the bank is optimistic of getting new changes for the development on the course of its operations. However, he added that, through the information which shall have been written in the respective forms, the bank’s services will change to the level of customers’ satisfaction.
Chief Executive of the Twiga Bancorp Bank Limited Mr. Hussein Mbululo in an interview with a local Television station recently at Sabasaba ground during the 36th Dar es Salaam International Trade Fair. Together with other things, he described the successful steps the bank has undertaken for the 19 years it has been in existence. The bank recently won an international award on quality excellence and awarded with a golden trophy in Geneva Switzerland.
According to him, the bank welcomes any complaints which shall be raised by their customers which might have encountered in any of their branch offices as regards their products, services or staff who attended them, all these complaints are welcomed as they would help revamp the entire operational activities. “This exercise will also help to a certain extent to block all avenues of corruption among the workers on the course of their operations, as angry customers might be in a position to disclose the names of corrupt workers who are fond of such malpractice activities” he remarked. This is a development strategy put in place by the bank, he said adding that in order to facilitate the move, the bank is underway to install new ICT devices which would be connected with computers in all the bank’s branch offices operating in the country scheduled to effectively start in April next year. Twiga Bancorp Limited is a government financial institution which deals with banking services and it accepts deposits. Other service the bank is doing includes money transfer and Telegraphic Inter-banking Swift Society (TISS), Money gram, Bank draft which involves payments of school fees to students studying abroad. The firm was established in 1992 as a Bureau De Change and later was converted to fully fledge financial institution in 1998 doing business as a National Bureau de change. In 2004, it was changed and acquired its current name as Twiga Bancorp Limited. The institution has four branches operating in Dar es Salaam, Mwanza, Arusha and Mlimani City shopping market. The main branch at Dar es Salaam and the institutions head offices are both situated at Twiga House along Samora Avenue.
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