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Dangote Deploys Freshworks to Unify IT Service Management Across Subsidiaries

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The Dangote Group, the largest indigenous industrial conglomerate in Sub Saharan Africa has deployed Freshservice by Freshworks, its cloud-based service desk software that helps modernize the IT teams along with other business functions.

Integration of Freshservice offers a host of ITIL-aligned features, workflow automation, and powerful analytics, all accessible through a clean and intuitive interface.

The Dangote Group is the leading provider of essential needs in food and shelter in Sub-Saharan Africa with sustained market leadership in cement manufacturing, sugar milling, sugar refining, flour milling, operation of cement terminals, port operations, packaging material production, and salt refining.

The integration with Freshservice allows over 150 IT support agents, to streamline workflow management for over 10,000 + employees across its 19 subsidiaries, enabling them to seamlessly work across geographies. The integration is supported by AI-powered self-service, an employee-facing mobile app, that resolves IT issues swiftly with immediate ticketing of incidents and requests whenever and wherever they occur..

Freshservice  supports  Dangote group’s IT teams in the following ways:

– Improved operational efficiencies and effectiveness as well as streamline compliance.

– Increased insights into how service management team are working, map their productivity and effectiveness – letting IT support managers identify areas to focus to improve employee on-boarding and service resolution.

– Added contextual support- IT service agents can start a remote session to troubleshoot an end-user or customer problem from within Freshservice, where the agent has context about the issue across group companies.

Previously, The Dangote Group’s traditional ITSM setup relied heavily on disparate technologies and processes. After implementing Freshservice, immediate gains were achieved:

– Average response time reduced from 7.5 minutes in 2017 to 5.4 minutes in 2018 — a 38% improvement in the average response time

– 32.4% increase in known tickets requests from 2018 from 2017​

– Percentage of tickets resolved on first contact nearly doubled, increasing from 9% of total tickets logged in 2017 to 16% in 2018

Prasanna K Burri, Group CIO, The Dangote Group, said, “Rather than simply finding replacement system to our on-premise solution, we wanted to transform the way our IT teams work, with Freshservice we knew we had an opportunity to undergo a complete transformation of our IT service management, to add more value to our business by improving productivity at all levels”

“With the changing business needs of diversified conglomerates, there is an urgent need for agile software that can effectively manage complex business requirements at scale. With Freshservice, we are able to bring operational efficiency and service reliability to transform the way teams work across 19 subsidiaries of The Dangote Group” said Saurabh Prabhuzantye, Head of Business for Middle East and Africa, Freshworks.


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E-Business

NOTAP to Commercialise University Research, Expands Patent Drive

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National Office for Technology Acquisition and Transfer (NOTAP), has commenced the process of patenting and commercialisation of research works by universities and other research institutions in the country.

NOTAP to Commercialise University Research, Expands Patent Drive

Dr. Obiageli Amadiobi, director general of NOTAP

Dr. Obiageli Amadiobi, director general of NOTAP, stated this in Abuja, during an interaction with journalists on her achievements since assuming office.

Speaking on the theme, “Strengthening Indigenous Capacity: NOTAP’s Drive for Technology Transfer, Local Content Development, and Innovative activities,” Amadiobi said the agency had involved both the academia and industry so that researchers can work on topics brought forward for commercialisation purpose.

“My minister is very intentional about this– very intentional about commercialisation of research results, which we have already submitted to him. They are meaningful researches, which we need to commercialise.

“We have established 69 intellectual property technology transfer offices in 69 universities that we are still counting. We have informed the vice chancellors of Nigerian universities to set up such offices and we will come and educate them on intellectual property and technology transfers.

“As we are doing this, we are also taking record of all the researchers of these universities and research centres and documenting them in a compendium.

“So, we have compendiums from the universities to us and we put them in a database. If you will recall, recently, the ministry, our supervising ministry, which is the Federal Ministry of Innovation, Science, and Technology, launched a programme titled Energise Commercialisation. This entirely was for commercialisation of all R&Ds,” she said.

On research Institutions carrying out research on areas of industry needs, she said, “NOTAP is bridging the gap between research and development with industry needs, “it is on our programme called the NITDF, NOTAP Industry Technology Transfer Fellowship. By this programme, we engage the universities and the industries, in what we call the triple helix. We liaise with the universities and the industries to sponsor, the industries will sponsor a Ph.D candidate in a Nigerian university to conduct relevant researches.

“They will provide the topics that they want researches for and such students will research on that with the assistance of the industries, because they wear the shoes, so they know where it pinches them. But usually, there are Ph.D candidates already established. This year alone, we certified about 15 of them to enter into this programme and they have gone into the various universities.

“And we are still looking for people to update some of the projects; the research topics we already have. But we are not getting enough persons to do the researches. So, we are going to do further advertisement to see if other candidates will come up.


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FG Unveils Digital Postcode System for MDAs

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Federal government has launched a drive to standardise operations across all Ministries, Departments, and Agencies (MDAs) through the nationwide adoption of the new National Digital Alphanumeric Postcode System.

FG Unveils Digital Postcode System for MDAs

Dr Bosun Tijani, minister of Communications, Innovation and Digital Economy, launched the initiative at a high-level stakeholder workshop on Thursday in Abuja.

The conference, themed “Embedding the Nigerian Digital Postcode in Public Service Delivery,” brought together key stakeholders to discuss the adoption of the system across government institutions.

Represented by Nadungu Gagare, permanent secretary of the Ministry,  declared that the initiative was a critical pillar for the country’s economic and security framework.

“The Nigerian Digital Postcode represents far more than an improvement to postal services. It is a strategic national asset. Without accurate location intelligence, governments struggle to plan effectively, emergency responders lose valuable time, and financial institutions face verification challenges,” he said.

Tijani said the Alphanumeric digital postcode system was a pathway and a defining moment for Nigeria’s digital transformation under the Renewed Hope Agenda of President Bola Tinubu.

He said an accurate national addressing system would enable government agencies to plan better, improve emergency response, support credible census and elections, expand financial inclusion and ensure citizens were not excluded from essential services because of poor location data.

The Minister commended NIPOST for leading the initiative and urged MDAs and state governments to integrate the system into their operations, stressing that its success would depend on collaboration, interoperability, and nationwide adoption.

Omotola Odeyemi, postmaster general and chief executive officer, Nigerian Postal Service (NIPOST), explained that the digital postcode system creates a “common language of location” for the entire government.

She urged federal and subnational entities to integrate the infrastructure into their daily operations to maximise its value.

“Just as digital identity has helped to establish who a citizen is, this National Digital Postcode helps us to determine where services, opportunities, and interventions should be delivered. Its success will not be measured by the number of postcodes that we generate but by the lives that we improve,” the NIPOST boss explained.

Mrs Didi Esther Walson-Jack, head of the Civil Service of the Federation, represented by Dr Abdul Sule Garba, permanent Secretary of the Service Welfare Office, pledged full administrative backing for the rollout.

She noted that the civil service would be properly equipped to adapt to the data-driven system.

“The operationalisation of the Nigerian digital postcode is a strategic initiative that has the potential to significantly improve public administration, service delivery, and digital governance across the country,” Mrs Walson-Jack added.

The workshop featured live demonstrations and technical panel sessions focused on linking the new digital postcode system directly into national healthcare, social protection, education, and electoral planning.

 

 


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Kaspersky Warns of a Large-scale Campaign using Fake Free Software to Deploy a RAT via ScreenConnect

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A remote admin tool ScreenConnect is being distributed through fake websites designed to mimic the official pages of well-known software products.

In total, researchers identified more than 90 domains spanning 10 languages, including English, Arabic, Spanish, Chinese, German, Portuguese, and Russian, enabling the attackers to reach a wide range of victims worldwide. The campaign targets both individual users and organisations using Windows.

After detecting an incident through its Managed Detection and Response, Kaspersky uncovered a large-scale campaign in which attackers used fake websites to spread installer archives disguised as popular software, including OBS Studio, DNS Jumper, DS4Windows, Glary Utilities and Bandicam.

To drive traffic to these pages, the threat actor also used search engine optimisation techniques to place them high in search results.

Across more than 90 identified fraudulent software sites, the same tactic was observed: victims who downloaded what appeared to be legitimate software instead received a hidden ScreenConnect remote administration tool, which gave the attackers persistent access to compromised devices and allowed them to deploy AsyncRAT, an open-source trojan capable of giving them full control over infected systems.

Domain registrations linked to this campaign peaked in February 2026; in 2025, the same attacker had used fake websites to disguise malicious installers as games.

Infection occurs through malicious archives containing a legitimate, signed Microsoft file, install.exe, alongside the install.res.1033.dll library. The DLL is loaded onto the device via a DLL sideloading technique and deploys a ScreenConnect service that awaits further instructions from the attackers.

“The campaign targets both users downloading free utilities from the Internet and corporate networks, where remote access tools are often allowlisted and granted elevated privileges.

“Its danger lies in its potential to facilitate large-scale credential theft and unauthorised access to systems, with the stolen data typically later resold on dark web forums,” says Denis Kulik, lead SOC Analyst at Kaspersky.

 


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