Safaricom has announced the launch of its Shared Service Operations Centre (SSOC) for M-Pesa Africa in Nairobi, with an investment of over $2 million. The M-Pesa SSOC will be responsible for overseeing service operations and technical support, including incident monitoring and resolution, platform changes and upgrades, new feature deployment, capacity management, and coordination with technical vendors.
The M-Pesa platform operations in Tanzania, the Democratic Republic of Congo, Mozambique, Lesotho, Ghana, and future markets will now be handled in a single point in Kenya for the first time, instead of being managed across several points in Africa and Europe as was previously the case. The move is part of Safaricom’s transition to a digital cloud-based platform that is scalable, offers the entire range of products and services across all markets, and supports integration of new products and services.
M-Pesa, which has been operational for 16 years, is a leading mobile money platform in Africa, with over 50 million active customers in seven African countries. The service was launched in 2007 by Safaricom and has since expanded to other markets, including Tanzania, Mozambique, and Lesotho.
The launch of the SSOC is a significant milestone for M-Pesa, as it will enable the platform to deliver higher service quality and increased reliability as it expands to more markets and adds more products to the platform. The SSOC will also provide 24/7 monitoring and support to operations and services across different markets.
The move is in line with Safaricom’s commitment to driving financial and digital inclusion on the continent. The company aims to provide innovative and cost-effective personal finance and business solutions that were previously difficult and cumbersome to acquire, further supporting the company in connecting the next 100 million African customers.