The Ministry of Constitution and Legal Affairs (MoCLA) has expressed gratitude to NMB Bank for facilitating training to bolster the capabilities of the Ministry's Customer Service Center. This was after the center visited NMB’s Customer Contact Center to learn about systems for receiving information, complaints, issues, and challenges from clients and resolving them effectively.

These thanks were given by the Assistant Director of Human Rights Monitoring at the Ministry of Constitution and Legal Affairs, Lawrence Kabigi, who led a team of the center's staff, MoCLA employees, and Government Lawyers, during his address of appreciation to NMB Bank's Chief Executive Officer, Ruth Zaipuna, after completing their training.
 
Kabigi noted that during the two-day training at NMB, especially at the Customer Contact Center, he and other participants from MoCLA learned a lot, including how the center and the entire institution deliver services from receiving complaints and issues to addressing them using advanced methodologies.
 

“We also came here to understand the differences in technology used in handling customer challenges. We have witnessed how you have developed excellent, accurate, and modern systems that address these challenges. These efficient systems not only allow staff to respond but also let the system itself provide solutions where needed.

“We aim to achieve your level of efficiency in serving citizens who rely on us to provide solutions to their challenges, believing that by addressing citizens’ grievances promptly, we offer them a broader scope to remain productive and ultimately boost their income and the nation's revenue.

“A citizen whose problems we help solve, even if they don't pay us directly, gains more time to manage other activities and thereby contribute to government revenues through taxes.

“At the core, we do not discriminate against any citizen complaints. We receive all grievances, resolve those pertaining to our ministry, and forward and follow up resolution for issues related to other governmental departments, public institutions, and even private entities. 
“We are thankful for this training, which was not just theoretical but practical as well, led by experienced specialists in various units while maintaining the confidentiality of your clients’ information,” Kabigi stated, emphasizing the need for ongoing collaboration for the benefit of Tanzanians across all sectors.

 
On her part, Zaipuna thanked MoCLA for choosing NMB to enhance the capabilities of their center’s personnel, noting that the ministry has selected the right partner to learn about customer service, especially given NMB’s significant systematic and technological advancements to ensure high-quality service delivery.

 
“NMB is a government bank, which is why we believe in mutual understanding as we undertake many initiatives together. You have come to the right place—back in 2020, we decided to implement a ‘transformative strategic plan’ for the bank, recognizing the necessity of investing in both human resources and their environments. 
“After realizing this, we identified technology as the vital area for investment. NMB has heavily invested in technology, our data center, and our contact center. This investment enables us to develop impactful innovations for the bank.
 
“We also emphasized Good Governance, and today every Tanzanian knows what kind of bank NMB is. This is why it not only stands out as the Best and Biggest Tax Payer in Tanzania but also as a tax-compliant institution,” elaborated Zaipuna.

 
She pointed out that in 2024, upon acknowledging the bank’s significant investment in human resources, technology, good governance, and performance, they determined that the distinguishing factor from other financial institutions was their Customer Service investment, now setting an example for many.
 

“I reiterate that MoCLA chose the right partner; let’s advance together, grow together, and tackle our citizens’ challenges together. We have many platforms that will allow us to reach even the lowest-level Tanzanians, like the Rural Banking Services Program, which last year reached 1,300 villages that had never been served by banking services.

 
“In these 1,300 villages, we placed agents ranging from two upwards in each village. Our statistics show that we opened 1.5 million accounts last year, where we visited several villages with our NMB Village Day Financial Education Platform,” Ms. Zaipuna illustrated.
 
Additionally, during the opening of the training visit on April 23, Kabigi noted that their center, launched in September 2024 as part of Mama Samia’s National Legal Services Campaign, was inspired by the success and efficiency of NMB’s Customer Service Center, prompting the visit.
 
He indicated that the Ministry of Constitution and Legal Affairs is steadfast in fulfilling its government-mandated role of protecting citizens' rights, outlined by the Government Notice No. 619A dated August 30, 2023, which calls for addressing rights and access to justice among other responsibilities.
 
On her part, NMB’s Head of Government Business, Vicky Bishubo, thanked MoCLA’s Permanent Secretary, Eliakim Maswi, who organized the Ministry's Customer Service Center’s visit aimed at capacity building and called for continuous, sincere, and strategic collaboration in serving the Tanzanian community.