[kictanet] what really merits discussion on KICTANET

Tue Mar 8 09:23:02 EAT 2011

Hello All,

I think some of the issues being raised are purely of customer service
nature and can be effectively handled by the respective CS departments in
the said organisations. Having said that, I found this site
http://gotissuez.com/ where unresolved CS issues are being posted,
interesting to note that according to the tag cloud on the site, "Safaricom"
and "Internet" are ranked highest. May be the CS issues on the list can be
re-directed to this site, just saying.

Kindest regards
Harry (not Delano)

From:  Harry Delano <harry at comtelsys.co.ke>
Organization:  Comtel Systems Ltd
Reply-To:  <harry at comtelsys.co.ke>
Date:  Mon, 7 Mar 2011 23:24:24 +0300
To:  Harry Hare <harry at africanedevelopment.org>
Cc:  KICTAnet ICT Policy Discussions <kictanet at lists.kictanet.or.ke>
Subject:  Re: [kictanet] what really merits discussion on KICTANET

Alice Best,

IMCO it would be abit of a tough call to delink the list from these
relevant/pertinent queries raised from time
to time, since they would still be geared towards a policy/regulatory
framework that govern quality of service
and value.

On the contrary to a picture emerging where one service provider seems to be
under siege, the more the
they engage constructively, the more they transform this user feedback into
service improvement which
works out for their benefit in the long run, compared to the rest. This
forum provides a rich platform for
interaction, and I would attest that it has gone a long way to influence the
kind of advancements we are
seeing in the industry. A lot of lobbying, particularly from this list for
example has resulted in affordable
and quality service.

Perhaps, instead of gagging such kind of discussions what we may need to see
in place is how we can
channel them in a balanced approach on the list.

Regards,
Harry

From: kictanet-bounces+harry=comtelsys.co.ke at lists.kictanet.or.ke
[mailto:kictanet-bounces+harry=comtelsys.co.ke at lists.kictanet.or.ke] On
Behalf Of Alice Munyua
Sent: Monday, March 07, 2011 9:30 PM
To: harry at comtelsys.co.ke
Cc: KICTAnet ICT Policy Discussions
Subject: Re: [kictanet] what really merits discussion on KICTANET

Dear all

Although consumer satisfaction are policy/regulatory related issues, let us
please avoid turning this list into a service provider help-list. It is not
fair to other listers and  to the operators compelled to respond in this
manner. 

This list aims to provide a collaborative multi stakeholder forum/space for
policy and regulatory discussions and engagement in support of the
government's mission to enable all Kenyans to gain maximum benefit from
opportunities offered by ICTs.  So would be a much more beneficial exercise
if we discussed these issues within the context of  quality of service and
consumer protection.

On the other hand,  operators may wish to set up a similar list for customer
interactions?

Thanks and best

Alice

>  Or, if anyone wants to use this forum to convey  complaints to operators,
> could we possibly then introduce a subject line that  clearly identifies the
> email as such? Then I can delete those.
> 
>  
> On 7 March 2011 11:41, Francis Hook <francis.hook at gmail.com> wrote:
>  
>> Hi All,  
>> With all due respect to various subscribers of data/voice and other  services
>> who have genuine grievances against various operators and their  services, I
>> feel compelled to ask what the scope of discussions is on  KICTANET?   And
>> could those discussions be within an actionable  framework e.g. what does the
>> comms act say abt poor QoS, what are the  metrics for measuring network
>> quality, etc.
>>  
>> 
>>  
>> Otherwise as it stands, its no more different than the "Watchman"  column in
>> the Daily Nation.   And to a certain extent I suspect its  being used as an
>> online focus group - to test waters and gauge opinions.   In other instances
>> some subliminal (individual or corporate) marketing  creeps in.
>>  
>> 
>>  
>> Can the moderators please stand up and offer clarity on what really  merits
>> discussion?
>> 
>> -- 
>> Francis Hook
>> +254 733  504561
>> 
>> 
>> 
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> 
> 
> 
> --  
> Andrea  Bohnstedt <http://ke.linkedin.com/in/andreabohnstedt>
> Publisher
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