MTN Ghana plans to digitize its operations by 2023. It is investing in infrastructure and strategizing to “deliver a bold new digital world to customers.”
The decision to digitize was as a result of the COVID-19 pandemic. MTN Ghana is transforming its operations and expanding the mobile money (MoMo) ecosystem to improve customer experience. It has committed over GHC100 million to guarantee the safety of staff, customers, as well as the government.
It spent GHC29 million on staff and environmental safety, GHC 72 million on interventions that have impacted customers, and GHC6 million on government initiatives. Since it entered into Ghana in 2006, MTN has been investing in modernizing and expanding its network to offer superior services.
Recently, the National Communications Authority declared MTN Ghana as a Significant Market Power. The company challenged the declaration by the NCA at the High Court of Justice and went on to appeal to the Supreme court. It said that NCA did not meet the requirements of procedural fairness stated in the Electronic Communications Act 2008.
The Act provides for NCA to regulate electronic communications and ensure equity for all network operators. Right now, MTN is focused on providing the enabling technology to support Ghana’s digital economy.
MTN Ghana is working toward making its digital channels the preferred channels for customers. Mr Selorm Adadevoh, the CEO said that the telco is enhancing all support channels to enable customers to receive uninterrupted support. “We have enhanced our offering in the Home and SME broadband segment with 100k connected on wireless broadband in just over 12 months,” he added.