ECG to monitor staff, customers with new software

The Electricity Company of Ghana (ECG) in the Volta Region will from December this year, introduce Commercial Management System (CMS) into its operations to enhance efficiency.

The CMS software will streamline staff engagement with customers, and make it possible for all staff activities to be monitored from anywhere by authorized superiors.

Mr Bernard Osei-Tawiah, Project Manager, CMS, at ECG, said at training for staff in Ho on the system, that the new operation software would expose individuals, including staff who engage in unauthorized commercial activities.

“The customer will be the ultimate beneficiary with the introduction of this system. In the past, there have been allegations of deliberate sabotage or favouritism on the part of some staff in discharging their duties. Because all staff activities and customer requests can now be monitored, customer complaints can easily be verified and resolved appropriately,” he said.

Mr Osei-Tawiah said as from December, ECG’s monthly Service Charge would be calculated daily, based on the number of days a customer uses his or her power and that customers have a choice to determine where their bills should be sent, including through electronic means (e-mails).

Mr Emmanuel Adanu, General Manager of Marketing at ECG, bemoaned the current system where customers’ data were scattered on several software systems, noting, the CMS would provide a common platform to consolidate all customer information.

He said the new system would also give the customer opportunity to request for new service or pay bills at any ECG office nationwide.

“Currently, to request for a new service, a customer has to present his request forms at the ECG District office where his property is located, but that will be a thing of the past’, Mr Adanu said.

Source: GNA