A national electricity utility serving over three million customers was struggling with manual billing processes, fragmented payment channels, and low collection efficiency. Customers paid through multiple banks, mobile money providers, and physical offices, yet the utility lacked real-time visibility into payments. This led to frequent disputes, delayed account updates, and high operational costs associated with manual reconciliation and customer support.

Service Cops Group implemented an E-Collections platform that aggregated all payment channels into a single, unified system. The solution enabled customers to pay electricity bills via mobile money, banks, online platforms, and authorised agents, while providing the utility with real-time dashboards for payment tracking and automated reconciliation. The platform was integrated directly into the utility’s billing systems, ensuring accurate and immediate account updates.

Following deployment, the utility gained real-time visibility into payments across all channels, dramatically improving financial control and forecasting. Collection rates improved by 25%, while payment-related disputes were reduced by 90% due to clear, verifiable transaction records. Customers benefited from greater convenience and faster service, and the utility realised millions of dollars in annual operational cost savings through reduced manual processing and improved efficiency.

A leading commercial bank in East Africa sought to extend its services beyond urban centres to underserved rural and peri-urban communities. Traditional branch expansion was capital-intensive, slow to deploy, and economically unviable in low-density areas. As a result, millions of potential customers remained unbanked, limiting financial inclusion and constraining the bank’s long-term growth strategy.

Service Cops Group partnered with the bank to deploy its Agent Banking Platform, enabling everyday retail outlets such as shops, fuel stations, and pharmacies to function as fully enabled banking agents. Within months, the platform supported over 10,000 agents, each equipped to offer services including account opening, deposits, withdrawals, bill payments, and balance inquiries. The platform was designed for high availability, regulatory compliance, and real-time transaction monitoring to ensure trust and operational integrity.

Within 24 months, the bank achieved a 400% expansion in its service footprint without the need for physical branches. More than two million previously unbanked customers were onboarded, while cost-to-serve was reduced by 60% compared to traditional branch banking. The agent network now processes over 500,000 transactions monthly, creating new revenue streams for agents and strengthening local economies. The initiative significantly advanced the bank’s financial inclusion objectives while delivering measurable commercial returns.

A regional network of more than 5,000 schools across Uganda, Kenya, and Rwanda faced persistent challenges in managing school fees and related payments. Each institution relied on a mix of cash payments, bank deposits, and manual record-keeping, resulting in fragmented data, delayed reconciliation, and limited transparency for school administrators, parents, and governing bodies. As a result, administrative teams spent nearly 40% of their time reconciling payments and resolving disputes rather than focusing on academic delivery and student welfare.

Service Cops Group deployed the SchoolPay platform, a purpose-built education payments and collections solution designed to operate reliably across diverse banking and mobile money ecosystems. The platform was integrated with 15 commercial banks and three major mobile money operators, enabling parents to pay school fees through channels they already trusted. Real-time dashboards provided schools and school networks with instant visibility into collections, outstanding balances, and payment trends, while automated reconciliation eliminated manual processing errors.

The impact was transformative. Reconciliation cycles were reduced by 95%, moving from multi-week delays to real-time settlement and reporting. Over USD 500 million in annual school fees were processed transparently through the platform, significantly strengthening financial governance across the network. On-time payment rates increased by 40%, parent satisfaction scores improved by 35%, and schools recorded a 50% reduction in administrative costs, allowing resources to be redirected toward teaching quality and infrastructure development.

Gone are the days when schools used to stack loads of paperwork as a regular routine of keeping records.

There is now an innovative approach to running schools in a post covid era, with a paperless digital system dubbed – School Suite – that has immensely reduced the amount of valuable time spent by both parents and school administrators on handling school fees as well as managing academic affairs with much less clutter.

School Suite is a digital product that has an in-built school pay system that enables academic institutions to conduct timely transactions even beyond banking hours.  The school-friendly system is an innovation by Service Cops – a Fintech with Business Processes outsourcing business organisation.

School suite was created to manage school operations as most schools in Uganda majorly rely on paper-based manual systems, where they have to track hundreds of thousands of receipts, admissions, enrollments, teachers, staff, management and all those many papers and files.

In a bid to reduce the excessive paperwork, Service Cops opted to digitize these school operations and introduced School Suite, a one central data management point where a school administrator can see the various departments or various operations that are going on in the school. School Suite is, in a nutshell, a school management system.

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Service Cops, one of Ugandas leading Financial Technology and Business Processes Outsourcing (BPO) firms has entered into a partnership with Awash Bank, to support the bank’s digital strategy. The partnership with Awash, the biggest private Bank in Ethiopia, was signed on the 25th of April 2022, at the banks headquarters, in Addis Abbaba by Mathias Kamugasho and Joseph Kiiza Ndiho, the Service Cops Managing Director and Executive Chairman respectively, as well as Mr. Tsehay Shiferaw, the Awash Bank Chief Executive Officer and Mr. Yohannes Merga, the banks Chief Information Officer.

The partnership will see Service Cops providing a variety of its digital/technology solutions ranging from Edutech solutions such as E-School products as well as other Financial Technology products, API and Channels management solutions. Initially, Awash Bank will support the rollout of the one-of-a-kind School Suite and eventually other products shall follow suit.

E-School (School Suite), the Enterprise version of the popular School Pay platform is a paperless school management system that eases the management of education institutions by creating one central data management point that enables school owners, administrators, parents/guardians and learners to each perform their functions easily.

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Can you start by telling briefly who is Service Cops?

Service Cops is a regional Financial Technology and Business Processes Outsourcing solutions provider. Having been incorporated over ten years ago, Service Cops has grown to be one of the leading FinTechs in the region.

Service Cops partners with over 16 commercial banks, 5 major telecoms, over 10,000 education institutions and several payment aggregators to deliver a stack of solutions in the banking and financial services, insurance and education sectors across the region.  To put our solutions in context, over three million customers in the banking and financial services sector alone use our services monthly.

Service Cops has headquarters in Uganda and has subsidiaries in Zambia, Kenya, Rwanda, Ethiopia with Ghana and DRC being the latest additions.

Our solutions and services are developed and delivered in accordance with international best practices. We are an ISO 9001:2015 and ISO/ICE 27001:2013 certified company for Quality and Information Security respectively.

Why should someone consider doing business with Service Cops?

At Service Cops, we are not just a technology firm but a business technology firm. We don’t create technology solutions only but rather products with viable commercial models and complete full circle; from the technology side, market, business, operations and support. This enables our partners to easily visualize their value within our ecosystem. With us, you see where your money comes in.

Service Cops is a unique company because it blends service with technology. Our experience in outsourcing services within the Banking and Financial Services Sector gives us an edge when developing customer-centred tech solutions. Our technology solutions are built on a service-oriented, scalable and open architecture to provide the versatility needed in the tech industry.

We have a robust engineering team that is available 24/7 to attend to clients’ unique requests and support all our deployed solutions. Our support interfaces include WhatsApp chatbots, emails, social media and a contact centre.

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The education sector in Uganda constitutes at least 5% of GDP. That is the equivalent of UGX 7.4 trillion. So yes schools are big business.

And yes, just like many startups in Uganda, schools too fail because of nearly the same reason as many other businesses. Some of these reasons include poor management, inefficient systems, poor cash flow and poor record keeping.

“Like any other business, schools need to manage school fees payments, manage teaching and non-teaching staff by allocating the proper amount of workload, as well as monitoring staff attendance,” says Patrick Muhumuza, the Head of SchoolPay Operations

Muhumuza says that the average school owner or manager is burdened by the complications with running manual processes, characterised by cumbersome paperwork that makes it difficult to accurately and timely maintain records on attendance, school fees collections, admissions, transport, etc.

Tracking the progress of teachers and evaluating the effectiveness of teachers’ work becomes a challenge for the school administrator, while teachers are also struggling to monitor students’ activities including attendance, discipline, assignments, etc. Running a manual system, also makes it difficult for institutions to cope with their finances and track their fee collections and contributions on time.

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In a region with low penetration of credit/debit cards and equally low penetration of smartphones, these 4 techpreneurs have been working together since 2016 to create Sub-Saharan Africa’s homegrown digital payments platforms. 11 years; 16 banking and 7 telecom & non telecom partners down the road and over UGX1.7 trillion transacted across 7 countries, the four tech cops behind Service Cops Limited say, their dream to build Africa’s leading Business Processes Outsourcing and Digital Payments business has just started. But who are they?

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