<html><body><div style="color:#000; background-color:#fff; font-family:arial, helvetica, sans-serif;font-size:12pt"><div><span>Ngethe</span></div><div style="color: rgb(0, 0, 0); font-size: 16px; font-family: 'Times New Roman'; background-color: transparent; font-style: normal;"><span><br></span></div><div style="color: rgb(0, 0, 0); font-size: 16px; font-family: 'Times New Roman'; background-color: transparent; font-style: normal;"><span>No one mentioned a development partner. Sorry.</span></div><div style="color: rgb(0, 0, 0); font-size: 16px; font-family: 'Times New Roman'; background-color: transparent; font-style: normal;"><span>Healthy competition, an informed consumer and associated pressures can be the basis for improvement.</span></div><div style="color: rgb(0, 0, 0); font-size: 16px; font-family: 'Times New Roman'; background-color: transparent; font-style: normal;"><span>Monopolies (an approx of what Safaricom is) have no incentive to improve
purely on market forces unless compelled by law.</span></div><div style="color: rgb(0, 0, 0); font-size: 16px; font-family: 'Times New Roman'; background-color: transparent; font-style: normal;"><span>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.</span></div><div style="color: rgb(0, 0, 0); font-size: 16px; font-family: 'Times New Roman'; background-color: transparent; font-style: normal;"><span><br></span></div><div style="color: rgb(0, 0, 0); font-size: 16px; font-family: 'Times New Roman'; background-color: transparent; font-style: normal;">In my estimation, time I have spent on this issue is way more than the amount involved.</div><div style="color: rgb(0, 0, 0); font-size: 16px; font-family: 'Times New Roman'; background-color: transparent; font-style: normal;"><br></div><div
style="color: rgb(0, 0, 0); font-size: 16px; font-family: 'Times New Roman'; background-color: transparent; font-style: normal;">I am off to explore Tangaza (on some people's recommendation).</div><div style="color: rgb(0, 0, 0); font-size: 16px; font-family: 'Times New Roman'; background-color: transparent; font-style: normal;"><br></div><div style="color: rgb(0, 0, 0); font-size: 16px; font-family: 'Times New Roman'; background-color: transparent; font-style: normal;">NB: enough said on this subject, at least for now.</div><div></div><div> </div><div><font size="2"><span style="font-family: times, serif;">----------------------------------------------------------------------------------------------</span><br style="font-family: times, serif;"></font><font size="2"><span style="font-family: times, serif;">Matunda Nyanchama, PhD, CISSP; mnyanchama@aganoconsulting.com</span><br style="font-family: times, serif;"><span style="font-family: times,
serif;">Agano Consulting Inc.; </span><a rel="nofollow" style="font-family: times, serif;" target="_blank" href="http://www.aganoconsulting.com/">www.aganoconsulting.com</a>; </font><font class="Apple-style-span" size="2">Twitter: <a rel="nofollow" target="_blank" href="http://twitter.com/#%21/nmatunda"><span class="yshortcuts" id="lw_1298476732_5" style="color:rgb(54, 99, 136);">nmatunda; </span></a></font><font class="Apple-style-span" size="2"><span style="text-decoration:underline;"></span>Skype: okiambe</font><font size="2"><span class="Apple-style-span" style="border-collapse: separate; color: rgb(0, 0, 0); font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; font-size: medium; font-family: 'Book Antiqua';"><span class="Apple-style-span" style="font-size: 11px; font-family:
verdana, helvetica, sans-serif;"></span></span><br style="font-family: times, serif;"><span style="font-family: times, serif;">----------------------------------------------------------------------------------------------</span><span style="font-style: italic; font-family: times, serif;"></span><span style="font-family: times, serif;" lang="EN-CA"></span></font></div><style><!--filtered {font-family:"Book Antiqua";panose-1:2 4 6 2 5 3 5 3 3 4;}p.MsoNormal, li.MsoNormal, div.MsoNormal {margin:0in;margin-bottom:.0001pt;font-size:11.0pt;font-family:"Book Antiqua";}p {margin-right:0in;margin-left:0in;font-size:12.0pt;font-family:"Times New Roman";}filtered {margin:1.0in 1.25in 1.0in 1.25in;}div.Section1 {}--></style><div><span style="font-family: times, serif;"><span style="font-size:10pt;">Be prepared for ICT security failures & know how to respond when they happen! <br>Call: <span style="font-weight:bold;">+1-888-587-1150 </span>or <a
rel="nofollow" href=""><span style="font-weight:bold;">info@aganoconsulting.com</span></a><br><span style="font-style:italic;"> </span></span></span><span style="font-family: times, serif;">----------------------------------------------------------------------------------------------</span><span style="font-style: italic; font-family: times, serif;"></span><span style="font-family: times, serif;" lang="EN-CA"></span></div><style>filtered {font-family:"Book Antiqua";}p.MsoNormal, li.MsoNormal, div.MsoNormal {margin:0in 0in 0.0001pt;font-size:11pt;font-family:"Book Antiqua";}p {margin-right:0in;margin-left:0in;font-size:12pt;font-family:"Times New Roman";}filtered {margin:1in 1.25in;}div.Section1 {}</style><div><span style="font-family: times, serif; font-size: 13px;"><div class="MsoPlainText">"The best revenge is massive success" - Frank Sinatra<span style="font-style:italic;"></span></div></span><span style="font-family: times,
serif;">-----------------------------------------------------------------------------------------------</span><br style="font-family: times, serif;"><font style="font-family: times, serif;" size="1">This e-mail, including attachments, may be privileged and may contain confidential or proprietary information intended only for the addressee(s). Any other distribution, copying, use, or disclosure is unauthorized and strictly prohibited. If you have received this message in error, please notify the sender immediately by reply e-mail and permanently delete the message, including any attachments, without making a copy. Thank you.</font><br></div><br> <div style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <div style="font-family: 'times new roman', 'new york', times, serif; font-size: 12pt;"> <div dir="ltr"> <font size="2" face="Arial"> <hr size="1"> <b><span style="font-weight:bold;">From:</span></b> "ngethe.kariuki2007@yahoo.co.uk"
<ngethe.kariuki2007@yahoo.co.uk><br> <b><span style="font-weight: bold;">To:</span></b> Matunda Nyanchama <mnyanchama@aganoconsulting.com> <br><b><span style="font-weight: bold;">Cc:</span></b> KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke> <br> <b><span style="font-weight: bold;">Sent:</span></b> Friday, December 7, 2012 7:34 AM<br> <b><span style="font-weight: bold;">Subject:</span></b> Re: [kictanet] Poor Customer Service is no Customer Service<br> </font> </div> <br>
<div id="yiv1563847449"><div>Matunda,<br>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!<div>Sent from my BlackBerry®</div><hr><div><b>From: </b> Matunda Nyanchama <mnyanchama@aganoconsulting.com>
</div><div><b>Date: </b>Thu, 6 Dec 2012 19:52:15 -0800 (PST)</div><div><b>To: </b>ngethe.kariuki2007@yahoo.co.uk<ngethe.kariuki2007@yahoo.co.uk></div><div><b>ReplyTo: </b> Matunda Nyanchama <mnyanchama@aganoconsulting.com>
</div><div><b>Cc: </b>KICTAnet ICT Policy Discussions<kictanet@lists.kictanet.or.ke></div><div><b>Subject: </b>Re: [kictanet] Poor Customer Service is no Customer Service</div><div><br></div><div style="color: rgb(0, 0, 0); background-color: rgb(255, 255, 255); font-family: arial, helvetica, sans-serif; font-size: 12pt;"><div><span>Ngethe</span></div><div style="color: rgb(0, 0, 0); font-size: 16px; font-family: 'Times New Roman'; background-color: transparent; font-style: normal;"><span><br></span></div><div style="color: rgb(0, 0, 0); font-size: 16px; font-family: 'Times New Roman'; background-color: transparent; font-style: normal;"><span>I must confess that if I had an alternative I could switch at a whim; without any regret.</span></div><div style="color: rgb(0, 0, 0); font-size: 16px; font-family: 'Times New Roman'; background-color: transparent; font-style: normal;"><span><br></span></div><div style="color: rgb(0, 0, 0); font-size: 16px;
font-family: 'Times New Roman'; background-color: transparent; font-style: normal;"><span>But we also are used to mediocre service and it is what we get.</span></div><div style="color: rgb(0, 0, 0); font-size: 16px; font-family: 'Times New Roman'; background-color: transparent; font-style: normal;"><br></div><div></div><div> </div><div><font size="2"><span style="font-family: times, serif;">----------------------------------------------------------------------------------------------</span><br style="font-family: times, serif;"></font><font size="2"><span style="font-family: times, serif;">Matunda Nyanchama, PhD, CISSP; mnyanchama@aganoconsulting.com</span><br style="font-family: times, serif;"><span style="font-family: times, serif;">Agano Consulting Inc.; </span><a rel="nofollow" style="font-family: times, serif;" target="_blank" href="http://www.aganoconsulting.com/">www.aganoconsulting.com</a>; </font><font
class="yiv1563847449Apple-style-span" size="2">Twitter: <a rel="nofollow" target="_blank" href="http://twitter.com/#%21/nmatunda"><span class="yiv1563847449yshortcuts" id="yiv1563847449lw_1298476732_5" style="color:rgb(54, 99, 136);">nmatunda; </span></a></font><font class="yiv1563847449Apple-style-span" size="2"><span style="text-decoration:underline;"></span>Skype: okiambe</font><font size="2"><span class="yiv1563847449Apple-style-span" style="border-collapse: separate; color: rgb(0, 0, 0); font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; font-size: medium; font-family: 'Book Antiqua';"><span class="yiv1563847449Apple-style-span" style="font-size: 11px; font-family: verdana, helvetica, sans-serif;"></span></span><br style="font-family: times, serif;"><span style="font-family:
times, serif;">----------------------------------------------------------------------------------------------</span><span style="font-style: italic; font-family: times, serif;"></span><span style="font-family: times, serif;" lang="EN-CA"></span></font></div><style><!--#yiv1563847449 filtered {font-family:"Book Antiqua";panose-1:2 4 6 2 5 3 5 3 3 4;}#yiv1563847449 p.yiv1563847449MsoNormal, #yiv1563847449 li.yiv1563847449MsoNormal, #yiv1563847449 div.yiv1563847449MsoNormal {margin:0in;margin-bottom:.0001pt;font-size:11.0pt;font-family:"Book Antiqua";}#yiv1563847449 p {margin-right:0in;margin-left:0in;font-size:12.0pt;font-family:"Times New Roman";}#yiv1563847449 filtered {margin:1.0in 1.25in 1.0in 1.25in;}#yiv1563847449 div.yiv1563847449Section1 {}--></style><div><span style="font-family: times, serif;"><span style="font-size:10pt;">Be prepared for ICT security failures & know how to respond when they happen! <br>Call: <span
style="font-weight:bold;">+1-888-587-1150 </span>or <a rel="nofollow" href=""><span style="font-weight:bold;">info@aganoconsulting.com</span></a><br><span style="font-style:italic;"> </span></span></span><span style="font-family: times, serif;">----------------------------------------------------------------------------------------------</span><span style="font-style: italic; font-family: times, serif;"></span><span style="font-family: times, serif;" lang="EN-CA"></span></div><style>#yiv1563847449 filtered
{font-family:"Book Antiqua";}#yiv1563847449 p.yiv1563847449MsoNormal, #yiv1563847449 li.yiv1563847449MsoNormal, #yiv1563847449 div.yiv1563847449MsoNormal {margin:0in 0in 0.0001pt;font-size:11pt;font-family:"Book Antiqua";}#yiv1563847449 p {margin-right:0in;margin-left:0in;font-size:12pt;font-family:"Times New Roman";}#yiv1563847449 filtered {margin:1in 1.25in;}#yiv1563847449 div.yiv1563847449Section1 {}</style><div><span style="font-family: times, serif; font-size: 13px;"><div class="yiv1563847449MsoPlainText">"The best revenge is massive success" - Frank Sinatra<span style="font-style:italic;"></span></div></span><span style="font-family: times, serif;">-----------------------------------------------------------------------------------------------</span><br style="font-family: times, serif;"><font style="font-family: times, serif;" size="1">This e-mail, including attachments, may be privileged and may contain confidential or proprietary information
intended only for the addressee(s). Any other distribution, copying, use, or disclosure is unauthorized and strictly prohibited. If you have received this
message in error, please notify the sender immediately by reply e-mail and permanently delete the message, including any attachments, without making a copy. Thank you.</font><br></div><br> <div style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"> <div style="font-family: 'times new roman', 'new york', times, serif; font-size: 12pt;"> <div dir="ltr"> <font size="2" face="Arial"> <hr size="1"> <b><span style="font-weight:bold;">From:</span></b> "ngethe.kariuki2007@yahoo.co.uk" <ngethe.kariuki2007@yahoo.co.uk><br> <b><span style="font-weight:bold;">To:</span></b> Matunda Nyanchama <mnyanchama@aganoconsulting.com> <br><b><span style="font-weight:bold;">Cc:</span></b> KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke> <br> <b><span style="font-weight:bold;">Sent:</span></b> Thursday, December 6, 2012 8:59 AM<br> <b><span style="font-weight:bold;">Subject:</span></b> Re: [kictanet] Poor Customer Service is
no Customer Service<br> </font> </div> <br>
Nyanchama,Listers<br>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).<br>Sent from my BlackBerry®<br><br>-----Original Message-----<br>From: Matunda Nyanchama <<a rel="nofollow" ymailto="mailto:mnyanchama@aganoconsulting.com" target="_blank" href="mailto:mnyanchama@aganoconsulting.com">mnyanchama@aganoconsulting.com</a>><br>Sender: "kictanet"<br> <kictanet-bounces+ngethe.kariuki2007=<a rel="nofollow" ymailto="mailto:yahoo.co.uk@lists.kictanet.or.ke" target="_blank" href="mailto:yahoo.co.uk@lists.kictanet.or.ke">yahoo.co.uk@lists.kictanet.or.ke</a>><br>Date: Wed, 5 Dec 2012 20:27:17 <br>To: <<a rel="nofollow" ymailto="mailto:ngethe.kariuki2007@yahoo.co.uk"
target="_blank" href="mailto:ngethe.kariuki2007@yahoo.co.uk">ngethe.kariuki2007@yahoo.co.uk</a>><br>Reply-To: Matunda Nyanchama <<a rel="nofollow" ymailto="mailto:mnyanchama@aganoconsulting.com" target="_blank" href="mailto:mnyanchama@aganoconsulting.com">mnyanchama@aganoconsulting.com</a>><br>Cc: KICTAnet ICT Policy Discussions<<a rel="nofollow" ymailto="mailto:kictanet@lists.kictanet.or.ke" target="_blank" href="mailto:kictanet@lists.kictanet.or.ke">kictanet@lists.kictanet.or.ke</a>><br>Subject: [kictanet] Poor Customer Service is no Customer Service<br><br>_______________________________________________<br>kictanet mailing list<br><a rel="nofollow" ymailto="mailto:kictanet@lists.kictanet.or.ke" target="_blank" href="mailto:kictanet@lists.kictanet.or.ke">kictanet@lists.kictanet.or.ke</a><br><a rel="nofollow" target="_blank"
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