From Connection to Inclusion: Safaricom Puts Persons with Disabilities at the Centre of Digital Access
By Jeff Kizzilah Digital Editor NAIROBI, Kenya – September 26, 2026 — Safaricom is strengthening its commitment to disability inclusion by engaging directly with persons with disabilities to better understand the barriers they face when accessing mobile services, digital platforms and customer support.
The initiative was implemented through a two-day empowerment programme held on Thursday, September 24, at the Kenya Institute of Special Education (KISE), and Friday, September 25, at the Kenyatta International Convention Centre (KICC).
At KISE, Safaricom’s Care team established a dedicated customer service desk where customers with special needs could seek assistance, raise concerns and provide feedback on the company’s products and services.
The engagement provided an opportunity for customers to share their experiences and highlight challenges encountered in their everyday interactions with technology and digital services.
Safaricom said listening directly to customers is important as it continues to expand digital-first services, including the MyOne App, while seeking to make its platforms more accessible and customer-centred.
The company’s disability inclusion agenda also extends to its workplace. Safaricom has undertaken initiatives aimed at recruiting and retaining employees with disabilities, promoting inclusive leadership and establishing support structures for staff.
Through its Diversity and Inclusion chapter, the company continues to coordinate disability-related initiatives, while practices such as sign-language interpretation and closed captioning have been incorporated into workplace engagements.
Safaricom has also implemented programmes targeting young persons with disabilities. These include the IT Bridge Academy, which offered opportunities to develop technology skills and gain workplace experience, as well as a 2024 pilot technology re-skilling programme that provided training in software engineering alongside career mentorship and coaching.
The company’s Beyond Abilities programme has further sought to support employees with disabilities through adaptive fitness and wellness activities, specialised equipment and personalised assistance.
The broader focus is on ensuring that accessibility goes beyond simply making products available. For persons with disabilities, accessible connectivity and digital services can influence their ability to communicate, transact, access information, manage finances and participate fully in economic and social life.
The partnership with KISE provided a platform for customers to articulate their needs directly, allowing Safaricom to gather feedback on digital platforms, customer service experiences and areas where products and services can be made easier to use.
The two-day engagement concluded at KICC during the commemoration of Deaf Awareness Week, bringing together Safaricom, stakeholders and industry players to discuss strategies and opportunities for advancing accessibility and inclusion across products and services.
The discussions highlighted the importance of collaboration between businesses, institutions, technology providers and the disability community in creating a more inclusive digital ecosystem.
For Safaricom, the initiative reflects a broader approach to inclusion — moving beyond connectivity to ensuring that people can meaningfully access, understand and use the services available to them.
The message is clear: digital inclusion is not only about connecting more people; it is about ensuring that everyone can participate once they are connected.
