CCD:
Can we have your brief profile? EMI: My name is Elisha, Maxwell
Israel. Currently stationed at 11kv costain SC as the service Centre manager.
I am a graduate of sociology at first degree and Demography at second degree
from the prestigious Kaduna State University. I got employed into Kaduna
Electric in 2015 as a Sales Representative in Ahmadu Bello Way SC before I
was transferred to 11KV Constitution feeder.
CCD:
What are your primary responsibilities? EMI: As a SCM, my responsibilities are
numerous but basically, the burden of ensuring an excellent collection
efficiency for the SC is upon the SCM. To achieve this, my responsibilities
are, but not limited to proper coordination
of the activities of staffs at the SC level so that everyone does his or her
work efficiently and effectively; engage in daily field trips for collection drive
and disconnection activities, attend to customers complaint and ensure proper
and quick resolution of the complaint, consistent innovation of new
collection strategy that will lead to a better collection efficiency for the
SC, customer sensitization, ensuring that my DTs are optimal and without any
technical fault (s) etc.
CCD: Can you tell us your total customer population and thier classification? EMI:11kv
Costain Feeder is currently a Band D feeder. We have a NMD customer base of
1,135, with about 78% of the customers been residential (R2SP and R2TP).
Prepaid metered customers are 511. There is only one MD customer at the
moment. Thus, my total customer base is 1,647.
CCD:How do sensitize your customers your customers? EMI: Since assuming office as the SCM
in Costain, I have constantly adopted the sensitization tool as a means of
driving collection. I must confess that this has not been easy due to the
confrontational nature of some of my customers. After assuming office, I paid
a courtesy visit to all the community leaders (Sarki, Imams, prominent figures
and youth leaders) in their various houses. I sort their support and
requested for a larger forum for meeting with the community. This was done
per DT and I was able to interact with them on the imperative of improving
collection, the new tariff band system and how we can work together to take Costain
from Band D to A. sensitization is a continues thing; a customer forum WhatsApp
group was also created where I constantly interact with my customers on
issues such as dwindling collection and the need to improve.
CCD: One of the tough challenge facing the Company is poor collection, what plans or strategy do you think should be used to enhance the collection growth? EMI: Let
me start by saying 85% collection efficiency is absolutely possible. For this
to be achieved, their need to be proper funding of our daily activities at
the SC level. SCs spend too much time in the morning trying to sort out
logistics issues thereby eating into productive hours of the day. Monitoring
teams should be deployed to check disconnected defaulters especially after
close of business, replacement of obsolete meters, upgrading customers to MD,
reduce interference in the disconnection drive of the SC from the head
office, rehabilitating bad network so as to reduce technical loses,
consistent retraining of our SRs and technical team from the SC, complete re-
strategizing and revamping of the QXK work plan to be in tandem with the SC
etc.
CCD:
What are your major challenges? EMI: Presently, the SC is without operational
vehicle or bike. We often have to trek with our ladder on our shoulders to
get to our point of work for the day. We also lack working tools such as
gloves, POS machines etc. We constantly face threats and aggressive behavior
from customers, thus we are in need of security support. I am also in need of
training for my SRs as they are all new hired and lack basic orientation on
the job.
CCD:
What do you do at your leisure time? EMI: Well, I love quiet moments. Away
from the hustle and bustle of work, I just stay indoors and rest while listening
to some classical music. Often also, I indulge myself in the art of writing
poems.
CCD:
Do you have any appeal or suggestion to Staff or Management?
EMI: My
appeal to staff is for us to redouble our efforts and work in strict
compliance with the core values of Kaduna Electric so as to achieve our
overall company collection target and to truly make KE the top supplier of
electricity and related services to its customers in Nigeria within the
shortest possible period. My appeal to the Management is for proper funding
of our SCs and improvement in our staff strength so as to boost collection.
And also to say thank you to the MD/CEO and the entire Management team for
your continues support; surely we will not let you down.
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