Protect telecom infrastructure to enhance network quality - MTN Ghana CEO appeals to govt

The Chief Executive Officer (CEO) of MTN Ghana, Stephen Blewett, has called for policy interventions to protect the country’s telecommunications infrastructure in order to end the persistent fibre cuts.

He said reliable fibre integrity enhanced network quality and customer experience.

Even before such policies materialise, the MTN CEO appealed to unscrupulous individuals to desist from damaging or cutting the network’s fibre optic infrastructure.

“We need to be a lot more assertive, and as such there must be meaningful actions against people who cause such damage because it impacts the whole country. These policy issues become quite critical if we’re going to move forward,” Mr Blewett said.

Event

The CEO was speaking at a stakeholder interaction in Accra last Wednesday, dubbed, “Time with MTN CEO Stephen Blewett,”. The event was to celebrate the CEO’s one year anniversary since he took office.

It was held on the theme “Celebrating Transformational Leadership, Excellence and Innovation”.

It brought together industry leaders, partners and staff to engage with the CEO, reflect on the company’s achievements and strategic vision under Mr Blewett’s leadership.

Asset

Mr Blewett said the network was a vital national asset that must be safeguarded to ensure uninterrupted connectivity and sustainable growth.

“We need to make sure that our networks are protected. They are a national asset, and they have to be safeguarded. For example, people need to stop cutting fibre. I beg you. please stop cutting our fibre,” he said in a conversation that chronicled his professional life spanning over two decades and working in senior positions in South Africa, Namibia, Mozambique, Benin and so on.

Fibre optic cables, which form the backbone of the network’s high-speed internet and mobile network, he said, were frequently damaged during construction activities and infrastructure projects.

Such disruptions, Mr Blewett pointed out, did not only cause service outages but also dented the company’s reputation, as customers often blamed it for the lack of connectivity.

“How do I explain to a customer that someone decided to build a water pipeline, saw the fibre lines and just cut them to put the pipe there? Now, your connection at home is down.

These kinds of things are problematic because when the network has issues, people rightfully blame us,” he said.

Vision

Mr Blewett outlined his vision for MTN Ghana, with a focus on building a lasting legacy of innovation, customer experience and network quality.

He said he was committed to maintaining the company’s success and continuously improve its service with collective efforts of the team.

Mr Blewett urged his team to adopt a mindset of continuous enhancement, always questioning how to do things better.

“Every problem has a solution. and often that solution involves a digital mechanism. That drive makes us ask, how can we do this better?

We know customer experience is at the beginning of everything we do, and we need a robust network to support that,” he added. 

Investment

The CEO disclosed that MTN Ghana had invested over $200 million annually to improve network infrastructure, totalling $1 billion over the past five years.

The investments, he said, were to deliver marked improvements in network quality throughout the year.

He outlined how the company planned to incorporate emerging technologies, including artificial intelligence (AI), to enhance customer interactions.

“AI allows you to have a more conversational approach to customer interactions. Instead of rigid options, it helps users find solutions more naturally.

This is the direction we want to go,” he said.

He assured customers that their feedback was taken seriously, as the company prioritised resolving issues promptly and leveraging digital solutions to address network challenges.