Established in 1994, the Mtwara Zone serves two regions, Mtwara and Lindi, as well as Tunduru District in the Ruvuma Region. The zone serves 664 customers across 16 councils—nine in Mtwara, six in Lindi, and one in Tunduru. These customers include a range of healthcare facilities, such as one Southern Zonal Referral Hospital, two Regional Referral Hospitals, 15 District Hospitals, one District Designated Hospital, one designated referral hospital at the regional level, 70 Health Centres, 553 Dispensaries, 21 Faith-Based Organizations (FBOs), and 50 additional institutions such as educational and military facilities.

Operational Framework

Like other zones, Mtwara operates under the Directorate of Logistics and Operations. In the 2013/2014 financial year, it transitioned into a Strategic Business Unit (SBU). The Mtwara SBU employs approximately 29 staff members, with operations expanding due to the increasing number of healthcare facilities and the rising demand for medical commodities. This has led to an expansion in warehousing and distribution activities. Additionally, the introduction of a redesigned Integrated Logistics System (ILS) has increased the demand for staff across various roles, including sales, warehousing, customer service, data management, and logistics.

Strategic Intent

The Mtwara Zone aims to facilitate the efficient flow of health commodities from the central warehouse to health facilities. To achieve this, a robust zonal supply chain management system is in place, ensuring seamless coordination of financial transactions, commodity distribution, and reverse logistics.

Storage of Health Commodities

Ensuring optimal storage conditions is critical to maintaining the quality of life-saving health commodities. Expiration dates are based on proper storage environments, which help preserve product integrity and optimize resource utilization.

The Mtwara Zone stores medicines, medical supplies, and laboratory reagents in its warehouse, strategically located in the Industrial area of Port Road, Mtwara Mikindani Municipal Council. The current facility spans 958 square meters. To address storage challenges, MSD is constructing a new 4,800-square-meter warehouse in the Mitengo area, equipped with modern computerized systems for efficient inventory management.

Distribution Coverage

The Mtwara Zone serves 16 districts, covering 652 healthcare facilities, including zonal referral hospitals, regional referral hospitals, district hospitals, dispensaries, and health centers. It operates six direct delivery cycles, ensuring a consistent supply of medical commodities. The number of facilities served is continuously evolving due to ongoing expansions in the healthcare sector.

Customer Engagement

Mtwara Zone prides itself on a well-trained and customer-centric workforce dedicated to delivering high-quality service. Customers are categorized into:

• Corporate Customers: These include Zonal Referral Hospitals, Specialized Service Hospitals, Regional Referral Hospitals, and facilities engaged in specific health programs.
• Non-Corporate Customers: These comprise primary health facilities such as dispensaries, health centers, and district hospitals registered under PO-RALG and the Ministry of Health.

Customer Feedback and Complaint Handling

The Mtwara Zone actively encourages customers to provide feedback to enhance service delivery. All customer input is confidential and utilized solely for service improvement. Customers can share their feedback through multiple channels, including letters, suggestion boxes, email, phone, in-person visits, and the website.

Corporate Social Responsibility

As a responsible corporate entity, Mtwara Zone is committed to supporting local communities. It participates in initiatives that uplift underserved populations and align with operational goals. Through collaboration with local communities, the zone reinforces essential social services and reinvests resources to maximize community benefits.

Core Values and Commitment

MSD Mtwara Zone operates based on key organizational values: reliability, innovation, teamwork, integrity, and a customer-focused approach. By offering specialized logistics solutions that integrate seamlessly into supply chains, the zone plays a critical role in supporting healthcare objectives. Additionally, MSD fosters a strong sense of belonging among staff, ensuring their dedication to saving lives and serving the people of Tanzania.