As one of Kenya’s most well-known companies, Safaricom is always involved in national conversations.

That, said, Safaricom Chief Executive Officer Dr Peter Ndegwa, is a good and bad thing.

“It’s a good thing because we serve society and we actually step forward to support like we did during Covid, elections, during droughts, but the downside is we are also seen as a company that is held to a high standard,” said Dr Ndegwa.

When the internet failed at the height of the protests by Kenyans against the Finance Bill a year ago, focus was naturally on Safaricom. The company was also questioned over access to customers’ data by security agencies.

For Dr Ndegwa, it is important that the company regains customers’ trust, and that means staying true to its mission to transform lives.

“We put the country first. Second, we always promise always-on, safe reliable network and platforms. We cannot do the job we do, we cannot keep M-PESA on for 365 days a year if we don’t have robust platforms, great cybersecurity capabilities and very good business continuity capability,” said Dr Ndegwa.

Watch the video to hear more from Dr Ndegwa on why Safaricom cannot take its responsibility for granted.