E-Business
After Data WAR, What Next for Telcos’ Customers

In a ‘Signature Research’ series, an industry leading perspectives on telecoms technology, competition, and market evolution released by Ovum in November 2011, the analysts without much equivocation pointed at ‘customers’ and ‘cost reductions’ as the prime focus areas for telecoms service providers today.
They opined that, if tackled correctly, these objectives are not mutually exclusive: they are complementary. The Signature Research reflected the breadth and depth of Ovum’s coverage, including informed opinion, advice on how to capitalize on industry developments, and intelligence in the form of forecasts and market insight.
In a nutshell, analysts at Ovum identified thus, “telco customer service directors have identified that ‘addressing the customer service model’ is a top priority while CIOs have acknowledged that ‘improving the customer experience’ is a primary area for investment.
This demonstrates that telcos have recognized that their future lies with their existing customers.
However, customers’ service expectations have been raised by their experiences in other verticals, meaning that telcos will need to work very hard to engage, retain, and satisfy their existing customers.
It seems the telcos in Nigeria are borrowing a leaf from the Ovum’s perspective, as they have recently been entangled in a ‘data price war’; a sort of cold war with Airtel first to adjust its data plans, starting with the Android market.
Airtel today offers over 2GB data for less than N2000 and 4.5GB for N3000 on BlackBerry phones it could be applied on Android too; a feat that seemed impossible few years ago.
Glo followed with an even more enticing data plans, to the extent 12GB of internet data for sells for N5000.
Prompted by the enticing packages of the two operators mentioned above, MTN and Etisalat threw their hats in the ring. Are you kidding me? 3.5GB data on MTN line for N2000 and Etisalat offering with 1.5GB for N1000 and 3.5GB for N2000 club.
Well, this piece is not meant to dwell entirely on the so called ‘new data price regime’, but to remind the telcos that there are other nagging issues they must swiftly address – customer care.
Take the issue of electricity for instance. Mr. Babataunde Fashola, Minister of Power, Works and Housing, and the National Electricity Regulatory Commission (NERC) have been labouring towards convincing Nigerians on how to pay more for power, so that the GENCOS and DISCOS of this world will perform better. The argument has always been: provide power and we shall willingly pay.
In the case of telcos and the customers, the case is a little bit different in the sense, telcos seems to be covering their tracks by stuffing the mouth of the customers with price reductions. How do I mean? Remember, some time in 2015, the telcos, knowing that revenue from voice services has been on downward trend, they introduced ‘buy-now-pay-later’ campaign, where customers are to live as real kings; no more running out of credit. Though that is still on play, but the stem is no more there. That is not to say Nigerians have totally ditched that scheme. No.
Customer Service Is Lacking
Customer service is key! I think most customers would prefer an uninterrupted quality of service. Of what essence is giving one 2.5GB of data at the lowest price, but he ends up utilising only 1GB. That is obtaining by tricks; in other climes it would be called a deception and scam.
I believe such customer would prefer a moderate price regime with adequate service provisioning. There is no sacred cow here, but all telcos default at one point or the other. Yes, I admit that telcos are at the forefront of deepening the ecosystem, but there are plenty rooms for improvement.
From the same study quoted above, Ovum emphasized thus, “Customer service does not describe a point-to-point relationship between a telco and its customers, nor is it a relationship that exists purely to resolve problems. The relationship between a telco and its customers extends all the way from pre-sales research to in-life usage as customers look to purchase new services, upgrade existing ones, and add new features throughout their lifecycle. To secure the customer relationship in the face of disruptive competitors, telcos must stay with the customer through every step of their lifecycle”.
Please, pay attention to this, “Telcos need to be accessible, responsive, consistent, and effective. Web-based customer service delivers on accessibility and consistency and has the added benefit of diverting costs from more expensive alternatives such as contact centres, and has the ability to scale without adding exponentially to costs”. What can I say, as a result of Ovum’s breath-taking postulation, telcos in Nigeria should not cease from increasingly investing in web-based platforms, software, and business processes to improve their online customer service channels.
When the initial results are encouraging, with customer service-related capex, call volumes, and repeat calls to contact centers will start to decline.
“However, online customer service tends to lack the personal touch that other channels provide, and telcos need to ensure Online customer that they retain the hearts and minds of their customers”.
At this junction, it is pertinent to acknowledge the Nigerian Communications Commission (NCC) for using its policy thrust in such a positive manner that now innovation dictates the pace of competition aimed at customers’ satisfaction.
ICT Investment
Fortunately, Barrister Adebayo Shittu, Minister of Communications, speaking at the first industry stakeholders forum convoked by the Ministry on his assumption of office, he acknowledged the need for improved infrastructure, as “Inadequate ICT infrastructure is the bane of ICT development in the country and a leading cause of quality of service deficiencies. From broadband penetration to last mile fibre optic connectivity, this infrastructure deficit is preventing all Nigerians from gaining affordable and reliable access.
Lack of affordability, due in part, to the proliferation of taxes, fees, levies and associated costs further inhibits investment in infrastructure required to support and grow our boisterous ICT market”, he said.
Nigeria’s ICT sector is growing and in view of the prevailing potentials, the Federal Government is targeting additional Foreign Direct Investment in the sector in excess of N4trillion ($15billion).
To this end, the government needs to stimulate the industry for further investments and deal with the issue of multiple taxation particularly the notorious right-of-way, while the telcos become more customer-centric to ensure that subscriber get value for their money.
E-Business
Qualified Cybersecurity Staff Shortage Among Key Obstacles in Curbing Supply Chain Risks

A new global Kaspersky study has identified the lack of qualified IT security workers and the need for global organisations to prioritise various security tasks to mitigate the risk of supply chain and trusted relationship attacks. Both factors are cited by nearly half (42%) of the respondents.

Kaspersky’s recent study* on supply chain and trusted relationship risks showed that supply chain attacks have emerged as a top threat for businesses, with every third organisation hit by such an attack over the past year.
The severity and frequency of supply chain attacks necessitate uncovering the key reasons preventing them from addressing the risks successfully.
According to the survey, one of the key barriers to reducing supply chain and trusted relationship risks is the lack of a qualified workforce. This shortage leaves organisations without the capacity to consistently access and monitor possible third-party vulnerabilities across their ecosystems.
Among other primary obstacles, respondents noted the need to juggle multiple cybersecurity priorities. This reflects the fact that security teams are stretched across too many tasks at once, which might leave supply chain threats unaddressed.
Beyond resource constraints, respondents also point to structural issues: 39% say their contracts lack clear IT security obligations for contractors. Further 32% note that non‑IT security staff often do not fully understand these risks.
Globally, according to the survey, an overwhelming 85% of businesses admit their organisations need to upgrade protection against supply chain and trusted relationship risks, with only 15% of enterprises considering their current security measures effective.
At the same time, the results of the survey showed that current mitigation practices for third-party risks remain fragmented, with no way of protection getting more than 40% of current adopters. Even the most common protective measure, two-factor authentication, is used by only 38% of respondents.
In addition, only 35% of organisations conduct regular reviews of contractors’ cybersecurity postures. As a result, nearly two thirds of businesses lack ongoing visibility into the security of their partners, leaving them exposed to evolving vulnerabilities across their ecosystems.
It’s noteworthy that companies that have already experienced supply chain and trusted relationship attacks tend to adopt stronger security habits. Those hit by supply chain incidents are more likely to request penetration test results (56%), while victims of trusted relationship breaches prioritise checks on compliance with industry standards (56%) and their contractors’ own supply chain policies (53%).
“When security teams are overstretched, understaffed and have to prioritise urgent tasks over long term resilience priorities, organisations are left exposed to threats that can move silently through their provider ecosystem.
“To break this cycle, the industry needs to adopt more unified and consistent mitigation strategies, from standardised contractor assessments to stronger cross‑team awareness. Supply chain security should become a shared, enforceable responsibility across the entire business network,” comments Sergey Soldatov, Head of Security Operations Center at Kaspersky.
Only by implementing preventive measures across the organisation and approaching partnerships with suppliers and contractors strategically can companies reduce supply chain risks and ensure the resilience of their business.
E-Business
Study Reveals 83% of Employees Stay Connected to Work During Time Off, Fuelling Digital Anxiety

A new Kaspersky survey undertaken in the Middle East, Turkiye and Africa (META) region reveals that digital anxiety is becoming a defining feature of modern work culture, as employees don’t disconnect even during their free time and vacations.

According to the findings, 83% of respondents keep an eye on work tasks outside working hours. An overwhelming 85% reply to all work-related messages in instant messaging apps, while the same share (85%) check work emails during their time off – and 81% admit they are responding to work emails while on vacation or in their personal time.
The pressure to remain constantly available is contributing to heightened stress levels in the workplace. Other sources of stress include work issues, for example, 43% experience anxiety after accidentally sending a random message to a work chat.
Interestingly, not all digital mishaps are perceived equally: 40% report that they take it calmly when they send an unfinished email, proving that some mistakes are considered less damaging than others.
Blurred boundaries between professional and personal life, combined with instant communication tools, are intensifying feelings of constant monitoring and fear of making digital errors.
More than a third (36%) of respondents say they feel extremely uncomfortable or even scared if their boss notices them scrolling through social media at work instead of working. The “always-on” culture may undermine employee well-being, increase burnout risks, and reduce overall productivity in the long term.
“Digital anxiety doesn’t just affect employee well-being – it can also increase cybersecurity risks for organisations. When people feel constant pressure to respond immediately to messages and emails, they are more likely to act impulsively, without carefully verifying links, attachments, or sender identities.
This urgency can make employees more vulnerable to phishing, and other scams using social engineering techniques,” comments Brandon Muller, Technical Expert at Kaspersky.
Kaspersky recommends employees to follow the below tips to avoid digital anxiety and associated cyber risks:
- Slow down before clicking or replying. Digital anxiety can trigger automatic reactions. A short pause to check sender details, URLs, or attachments can prevent security breaches.
- Treat urgency as a red flag. Cybercriminals often exploit pressure and fear. Always verify unexpected or urgent requests before responding.
- Avoid handling sensitive information on unsecured networks. Public Wi-Fi, often used when working outside regular hours, increases exposure to cyber threats. Mobile network and VPN should be applied in such cases.
- Use technologies that will help reduce risks. For example, Kaspersky Premium offers AI-powered anti-phishing features designed to help warn of potential threats.
Businesses can reduce cybersecurity risks related to employees’ digital anxiety by providing regular cybersecurity training that helps staff recognise threats and respond correctly even under stress.
At the same time, organisations should use robust cybersecurity solutions to minimise the impact of human error. Kaspersky Next’s adaptable and robust cloud-native protection, underpinned by an unequalled cybersecurity track record, is one of such products.
Protection solutions for mail servers, such as Kaspersky Security for Mail Server, with anti-phishing capabilities, help to additionally decrease the chance of infection through a phishing email.
E-Business
FG Approves Electric Buses for Civil Servants, Pushes Local Auto Growth

Federal Government of Nigeria has approved the acquisition of electric buses for civil servants as part of efforts to promote cleaner transportation and boost local vehicle manufacturing.

The development was disclosed in Abuja by Joseph Osanipin, Director-General of the National Automotive Design and Development Council (NADDC). Osanipin said the buses would be sourced from local assemblers to strengthen domestic production and stimulate growth in Nigeria’s automotive sector.
He stated: “The initiative is aimed at encouraging the transition to cleaner mobility while creating opportunities for local manufacturers.” According to him, the government has also procured charging infrastructure that will be deployed across parts of the country to support the adoption of electric vehicles.
As part of broader efforts to develop the sector, the council is establishing the Nnewi Automotive Development Park in Anambra State. Osanipin explained: “We are developing the Nnewi Automotive Development Park where we will provide the necessary infrastructure so that users of the park can share facilities.”
He added that the shared infrastructure model would enable investors and manufacturers to operate without bearing the full cost of setting up independent facilities. The council is also seeking additional investment to accelerate the development of the park and attract more industry participants.
Osanipin urged Nigerians to support locally assembled vehicles, noting that increased patronage would help create jobs and drive economic growth. He said the council is providing training to manufacturers and stakeholders to enhance local production of vehicle components such as batteries and tyres.
“The move will reduce import dependence, create employment opportunities, and contribute to the country’s Gross Domestic Product,” he said. The NADDC is also working with the Bank of Industry Nigeria to facilitate the disbursement of the National Automotive Development Fund to qualified stakeholders.
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