ZTE is taking over all former MTN network operations services on a five-year contract.
Until last week, network operations were were manned by MTN staff. In his remarks, MTN’s chief executive officer, Wim Vanhelleputte, acknowledged the network challenges the company faces, adding that they are working on them and one of the initiatives was to outsource technical network services.
“What I can say is that so far the network standard is excellent, there were difficulties in the transition but now that we have given all responsibilities to ZTE, we expect 99 per cent quality,” he said. He was speaking during the official opening of ZTE’s network operations centre in Kampala last week.
Vanhelleputte also explained that MTN has more than 1,600 locations spread over the country and that now ZTE staff will be on the ground to monitor and intervene where problems occur.
Yu Bin, ZTE’s managing director, said MTN Uganda made a strategic decision in 2015 to outsource its technical operations, leading to their appointment as the preferred partner for the job.
The company then took over the task on a trial basis.
“ZTE has been able to deliver a very stable network in the last one and a half years and is committed to equaling and even bettering its performance in this strategic partnership with MTN,” he said.
At the same event, ICT state minster Frank Tumwebaze asked telecom operators to open up more centres for customers to interact with them.
“We want you [telecom operators] to open customer care centres in all regions of Uganda. People’s queries on your services especially poor network must be answered thoroughly, it is this public education that will attract more people to embrace ICT,” he said.
MTN is the largest mobile phone operator in Uganda.