ESCOM launches digital innovation to enhance customer service and fault reporting

Written by Ivy Tunkete Mwanyongo:

The Electricity Supply Corporation of Malawi (ESCOM) has reiterated its commitment to improving its services to the citizenry, citing it as one of the key elements in the 2023-2027 strategic plan.

Kitty Chimsewu, ESCOM’s Public Relations Officer, stated in an interview that to ensure the company follows through on its commitments, it has launched a 360-degree digital innovation aimed at enhancing customer fault reporting and addressing any other issues associated with the company.

“This is a new innovation that ESCOM has embraced. Being a new product, we will ensure that we publicize it for customers to understand how to use the application, which is very easy and simple. So, it shouldn’t be a challenge for our customers,” said Chimsewu.

Chimsewu also revealed that the company will soon distribute leaflets and flyers outlining guidelines for Malawians on how to utilize the system, in addition to advertising with various media houses.

During the launch event in Blantyre, ESCOM’s Chief Executive Officer (CEO), Kamkwamba Kumwenda, said the new platform enables unprecedented flexibility and convenience in electricity fault reporting.

“As you are aware, the world has gone digital, and we feel that at ESCOM, we simply have to adapt. We have to move quickly to adopt the latest technological innovations to remain relevant. At ESCOM, we believe that the time for business as usual is long gone,” said Kumwenda.

He added, “Customers now have the power to notify ESCOM of issues with just a click across integrated channels like the mobile app, Chatbot, USSD, and redesigned website, whose features have been improved to cater to all customer needs.”

ESCOM’s ICT Manager, Ayame Nsaliwa, hinted that the innovation has shortened the distance between customers and the company, as the system operates around the clock, thus improving efficiency.

“The ESCOM Mobile app can be found on the Google Play Store, enabling customers to report faults, track progress, and receive updates,” said Nsaliwa.

John Gift Mwakhwawa, ESCOM’s Board Member who represented Energy Minister Ibrahim Matola, urged government parastatals to embrace modern technology to enhance service delivery, as demonstrated by ESCOM Limited.

Mwankhwala, however, challenged ESCOM not to wait for outsiders to report faults but to develop means of detecting such faults before customers and resolve them promptly.

In October last year, ESCOM launched its strategic plan for 2023-2027, reaffirming its commitment to improving customer experience through enhanced service delivery, including the use of digital innovation.

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