Mu buzima bwa buri munsi, abantu benshi bakoresha ikoranabuhanga ryo kohereza cyangwa kubikuza amafaranga — yaba kuri telefoni, ku mbuga za banki, cyangwa ku mashini z’ATM. Ariko hari igihe ibintu bigenda nabi: serivisi zikarangara, ubutumwa bukavuga ngo “service temporarily unavailable”, cyangwa amafaranga akaguma mu nzira.
Icyo gihe, abantu benshi bararakara, bamwe bakavuga ngo “MTN cyangwa Equity barimo kudutwara amafaranga”, abandi bakavuga ngo “ni ikibazo cya system yabo”, ariko bake ni bo bamenya ukuri nyakwo.
Mu by’ukuri, ibi bibazo biba bigira impamvu zifatika, kandi akenshi ntibiba ari ubushake bw’ikigo runaka, ahubwo ni ingorane zituruka ku mikorere y’ikoranabuhanga n’uburyo imiyoborere y’amafaranga ikorana hagati y’ibigo bitandukanye.
Iyo umuntu akoze “send” cyangwa “withdraw” kuri telefoni, abenshi bumva ko ibintu byose bikorerwa aho ako kanya. Ariko mu by’ukuri, hari inzira ndende amafaranga anyuramo — harimo system ya telefoni, system ya banki, na system y’igihugu (switch) ihuza izo serivisi zombi.
Urugero: igihe woherereje amafaranga umuntu ufite konti muri banki, ayo mafaranga abanza kunyura muri system ya Mobile Money, akajya muri system y’igihugu (nk’iya RSwitch mu Rwanda), hanyuma ajyanwe muri system ya banki.
Ibi byose bitwara amasegonda make, ariko iyo hari ikibazo muri imwe muri izo system — urugero nka server itarimo gukora neza, cyangwa umurongo w’itumanaho ucitse — ibyo bikorwa byose birahagarara by’agateganyo.
Ibigo nka MTN, Airtel, cyangwa Equity, rimwe na rimwe bihagarika serivisi zimwe mu gihe runaka kugira ngo bakore ibyo bita maintenance.
Iyo bigenze bityo, baba bashaka kongera umutekano, kuvugurura uburyo bw’imikorere, cyangwa kongeramo serivisi nshya.
Gusa ikibazo kiba uko abantu babimenyeshwa: rimwe na rimwe ubutumwa bwabo ntibugere kuri bose, cyangwa abakozi batinya kubivuga kare ngo bitagira ingaruka ku kazi. Ibyo bituma abakiriya bumva batumva neza ukuntu byabayeho.
Nyamara, nk’uko inzobere mu itumanaho zibivuga, “nta system y’itumanaho idahagarara. Kandi igihe kimwe cyo guhindura systemsoftware kizatuma imikorere iba myiza mu gihe kirekire.”
Iyo serivisi ihagaritswe hagati, amafaranga aba yarasohotse muri system imwe ariko ataragera mu yindi. Ayo mafaranga ahita afatwa nk’ari mu nzira (pending transaction). Icyo gihe system iba igomba kuyasubiza aho yaturutse — ariko rimwe na rimwe bisaba amasaha cyangwa iminsi mike bitewe n’uburyo transaction yakozwemo.
Ni yo mpamvu ibigo byinshi biba bivuga ngo “wait 24 hours before reporting a failed transaction”. Si ugutinza abantu, ahubwo ni ukureka system igenzure ikosore mu buryo bw’ikoranabuhanga.
Uko umukiriya yakabaye abyitwaramo
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Kugira ubushishozi: igihe serivisi zanze, wirinde gukora inshuro nyinshi icyarimwe (send, withdraw, transfer…) kuko bishobora gutuma usubiramo transaction zishobora kukugiraho igihombo.
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Kureba ubutumwa bwa company: akenshi ibigo bitanga ubutumwa mbere yo gukora maintenance, ariko abantu benshi ntibabisome cyangwa bakabifata nk’ubusanzwe.
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Kwandika cyangwa guhamagara call center mu kinyabupfura: si bibi gutanga ikirego, ariko uburyo umuntu abivugamo ni bwo bugena ukuntu ikibazo cye gikemurwa. Abakozi bari kuri call center nabo ni abantu, kandi nabo bifuza gukorera abakiriya neza.
Ibyo ibigo nabyo bikwiye kunoza
Ku rundi ruhande, ibigo nabyo bigira inshingano:
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Kumenyesha kare abakiriya igihe serivisi zizahagarara.
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Gutanga ubusobanuro burambuye igihe habaye ikibazo kinini.
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Kongera abakozi bashinzwe customer care mu bihe bidasanzwe.
Kuko abakiriya ni bo bubaka izina ry’ikigo, kandi kuba umuntu yihanganye ntibivuga ko adafite agaciro.
Iyo serivisi z’itumanaho cyangwa za banki zigeze ku rwego rwo gufasha umuntu gukora ibintu byose ku murongo wa telefoni, ni intambwe ikomeye.
Iyo ikibazo kibaye, ni byiza ko umukiriya n’ikigo byibona nk’abantu bari mu rugendo rumwe — aho buri wese akora uko ashoboye ngo ibintu bikorwe neza.
Kwihangana no kumenya uko system zikora ni bwo buryo bwonyine bwo kubaho neza mu isi y’ikorabuhanga. Kuko mu by’ukuri, ikoranabuhanga rikora nk’abantu baryo: rimwe rikora neza, rimwe rikanga — ariko ryose rigamije gutuma ubuzima bwacu burushaho koroha.
