Equity Bank Addresses System Failures Through Technology Enhancements During Customer Service Week 2026

Claver Serumaga, Equity Bank’s executive director, confirmed system failures had frustrated customers, stating the bank is improving service delivery through technology investments. He noted the institution has upgraded systems, personnel, and technology infrastructure to address customer concerns.

Recent measures include a new data centre opened this year, a dedicated technology team, enhanced internet and mobile banking platforms, and improved technology for Equity agents. The bank is also reviewing branch coverage and strengthening its contact centre to improve customer access.

Serumaga made these remarks during Customer Service Week 2026 under the theme ‘Going the Extra Mile,’ a customer appreciation event focused on service improvements.