ECG targets 70% customer satisfaction by end of 2020

The Electricity Company of Ghana (ECG) says it’s targeting some 70 percent in customer satisfaction by the end of this year as it moves to improve services for customers.

According to the Managing Director of the Company, Kwame Agyeman-Budu, the company has over the last five years achieved a steady improvement in customer satisfaction with the introduction of accessible customer oriented services.

“It is worth to mention here that, we have achieved a steady improvement in our customer satisfaction over the past five years and this is from 53.3 percent in 2014 to 63.7 percent in 2019. However, we target to achieve the accepted standard of 70 percent by the end of this year, 2020.”

Kwame Agyeman-Budu said this at the launch of the ECG Mobile Application dubbed “ECG Power” on Tuesday, February 18 in Accra.

The Managing Director said that the app was built and developed by a team of Ghanaian staff at the ECG and will allow some 2.8 million out of the 3.8 million customers of ECG to purchase prepaid and postpaid power at their own convenience.

“The mobile app was entirely designed in house by our Information Technology (IT) staff and we’re working hard to reduce cost and we have successfully run the app on a pilot bases for over a year and it has proven to be proven to be beneficial to the company,” he explained.

The Board Chairman of ECG, Kelly Gadzekpo, on his part, thanked the IT staff of the company for developing the entire infrastructure of the new mobile application.

Mr Gadzekpo added that an effective monitoring system has been instituted by the ECG to ensure that revenue generated by the App will be secured and guaranteed.

Vice President, Dr. Mahamudu Bawumia charged the management of ECG to improve its collection rate to help turnaround the fortunes of the country's energy sector.

“If we don't really handle this sector well, it can really create problems for your economy because the sector accounts for hundreds of dollars in bills and one of the biggest problems, why this has become an 'Achilles heel' for the sector, comes in the area of collection of revenue,” he indicated.

“If we produce power and we're only able to collect less than 60 percent of the revenue it means we've lost 40 percent of the revenue and we're going to put other players in the sector in trouble particularly in the generation, transmission and distribution of power to consumers so the issue of solving the collection problem at ECG is a major part of solving the problems in the energy sector,” he concluded.