The rollout of My OneApp has faced significant challenges, including login failures and performance problems. Safaricom has been consolidating its ecosystem through this app, merging financial and telecom services into a single platform. Yet, these integration efforts have not gone smoothly.

Peter Ndegwa, CEO of Safaricom, emphasized the importance of overcoming these obstacles. “Africa’s digital journey is at a point where it is no longer about what is possible, but what can work at scale,” he said. This statement underscores the pressing need for effective solutions as companies strive to enhance their digital transformation.

In addition to addressing user concerns, Safaricom has committed 22 million Kes to sponsor the 2026 Connected Africa Summit. This summit aims to shape Africa’s digital transformation journey and will feature discussions on mobile money and super apps.

M-PESA remains a critical component of daily life for many individuals and businesses in Kenya. Its integration into My OneApp is intended to streamline financial transactions and improve user experience. However, the current issues have raised questions about the effectiveness of this approach.

Orange S.A. is also making strides in the region, scaling its Max It app across 16 markets with a target of reaching 75 million users by 2028. This competitive landscape highlights the urgency for Safaricom to resolve its My OneApp issues quickly.

Officials have not clarified the criteria for receiving the 1GB free data from Safaricom. As customers await further information, they hope for a swift resolution to the ongoing problems that have marred their experience with My OneApp.

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“By combining Indosat’s AI-native ambitions with Safaricom’s proven fintech and ecosystem expertise, we are focused on delivering innovations that customers can genuinely feel from smarter networks and safer digital transactions to more personal and intuitive experiences,” said Vikram Sinha, a key participant in the collaboration.

This strategic partnership between Safaricom PLC and PT Indosat Tbk aims to accelerate AI-driven innovation in the telecommunications sector. The collaboration is set to deliver advanced networks, personalized customer experiences, and secure digital financial services.

Safaricom, a leader in mobile and financial services in Kenya, has been at the forefront of technological advancements, particularly with its M-PESA platform. M-PESA has evolved into a powerful financial ecosystem, allowing users to pay bills, save money, and access various financial services.

In addition to M-PESA, Safaricom has introduced several applications aimed at enhancing financial literacy and savings culture among Kenyans. For instance, Chumz is a mobile application that allows users to save as little as KES 5 and offers an attractive 6% annual interest on flexible savings.

Furthermore, the M-PESA Super App consolidates various financial services, lifestyle, and utility mini-apps into a single platform, making it easier for users to manage their finances. The Ziidi Money Market Fund allows M-PESA customers to invest with as little as KES 100, earning competitive daily interest.

Peter Ndegwa, another key figure in the partnership, emphasized the broader implications of this collaboration, stating, “From smarter networks and safer transactions to more intuitive digital experiences, this collaboration goes beyond innovation; it is about shaping inclusive digital economies where individuals, businesses, and communities can thrive.”

As the telecommunications industry continues to evolve, the effectiveness with which operators utilize technology will play a crucial role in shaping its future. Safaricom’s partnership with Indosat is a clear indication of the direction the industry is heading.

Kenya maintains stable growth and regulatory clarity, while Ethiopia is making progress on regulatory, pricing, and currency fronts. This context underscores the importance of collaborations like that of Safaricom and Indosat in fostering innovation.

The partnership intends to translate AI capabilities into practical solutions that improve customers’ daily digital experiences, marking a significant step forward in the telecommunications landscape.

Details remain unconfirmed regarding the specific implementations and timelines of the initiatives stemming from this collaboration, but the focus on AI-driven solutions is expected to enhance user engagement and satisfaction.

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“The trust of our over 40 million M-PESA customers, who rely on this platform every day, is our greatest responsibility,” stated Safaricom CEO Peter Ndegwa, highlighting the company’s commitment to customer service amid rising concerns.

The Senate Standing Committee on Information, Communication and Technology expressed its displeasure over Safaricom PLC’s failure to appear before it to discuss pressing issues regarding service delivery and data protection. Senators voiced their frustrations regarding low internet quality, dropped calls, poor voice service, and network congestion.

The committee emphasized the urgent need for interventions to enhance service quality, reflecting a growing dissatisfaction among users of Safaricom’s services. This scrutiny comes as Safaricom continues to dominate the telecommunications market in Kenya.

In a related development, Safaricom recently announced a new privacy feature for its M-PESA service, which will conceal the sender’s phone number during money transfers. Ndegwa remarked, “We have listened to customer concerns about privacy and are introducing a new enhancement that minimizes the personal information shared while conducting Send Money transactions on M-PESA.”

According to Ndegwa, “If the recipient needs the sender’s full details, they can request us for them within 24 hours of the transaction.” This new feature aims to protect user privacy while ensuring seamless transactions.

Safaricom’s M-PESA service, which has over 40 million customers, continues to evolve with new features. The M-PESA Super App consolidates various financial services, lifestyle, and utility mini-apps into a single platform, enhancing user experience.

Additionally, the National Treasury is under pressure to meet conditions for the sale of a 15% stake in Safaricom to Vodacom, a deal that has been approved by Parliament but includes stipulations to prevent job cuts associated with the transaction.

As Safaricom navigates these challenges, it remains focused on improving its service offerings and addressing customer concerns. The company has also introduced innovative financial products, such as the Chumz app, which allows users to save as little as KES 5 and offers annual interest rates of 6% for flexible savings and 8% for locked savings.

Furthermore, the Ziidi Money Market Fund enables M-PESA customers to invest with a minimum of KES 100, while Zimele’s MMF provides annual returns of 9-10% net of fees.

Details remain unconfirmed regarding the timeline for addressing the Senate Committee’s concerns or the next steps in the ongoing negotiations with Vodacom.

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