We Will Develop Innovative Strategies and Implement Effective
Measures that Align with the Company's Vision- James Usman, Regional Chief, Kaduna
North.
CCD: Good day Sir, you were
recently elevated to the position of Regional Chief assigned to head the
operations department in Kaduna North Zone, how do you see your role as the
Regional Chief?
MR James: I am grateful
for the privilege bestowed upon me to assume this responsibility, as it
signifies the trust and confidence placed in me by the company. It is indeed an
incredible opportunity to contribute to the achievement of our set goals and
targets, while simultaneously addressing the significant losses we are
currently facing in the region.
Being entrusted with such a
responsibility is not only a testament to my abilities but also an
acknowledgment of the potential impact I can make in the Company's success. I
fully recognize the magnitude of the task at hand and the challenges that lie
ahead, but I am committed to utilizing all of my skills, knowledge, and
resources to drive positive change and turn the tide in our favor.
By embracing this opportunity, I aim to collaborate closely with
the talented individuals within the organization, leveraging their expertise
and collective efforts to overcome the obstacles we face. Together, we will
develop innovative strategies, implement effective measures, and make
well-informed decisions that align with the company's vision.
Furthermore, I recognize the
importance of establishing strong relationships with all stakeholders, both
internal and external. By fostering open lines of communication, actively
seeking feedback, and nurturing collaborative partnerships, we can leverage the
collective wisdom and support of our teams, clients, and suppliers. Through
effective teamwork and a shared sense of purpose, we will navigate through
challenges and create a positive trajectory for the company's growth.
While the responsibility
entrusted to me may be significant, I am energized by the prospect of making a
meaningful difference. I am dedicated to upholding the trust placed in me by
the company, its employees, and stakeholders. Together, we will strive to meet
and exceed our goals and targets, setting a solid foundation for sustainable
success and ensuring a brighter future for our organization in the region.
CCD: You are not new to Kaduna
North axis just as you are not new to operations activities of the Company,
what shall be your priority?
MR James: To address the various challenges
and opportunities, several key areas require focused attention. These include
staff discipline, energy audit, collection efficiency, payment efficiency, and
enhancing the company's image through quality customer engagement.
While these aspects are mentioned in no particular order, they are all essential
components in driving positive change and improving overall performance.
Addressing staff discipline,
conducting an energy audit, improving collection and payment efficiency, and
enhancing customer engagement are interrelated and complementary strategies. By
focusing on these key areas, we can create a more efficient and
customer-centric organization, reduce losses, and strengthen our position in
the market. This holistic approach will contribute to sustainable growth and
ensure a positive company image in the eyes of both customers and stakeholders.
CCD: Commercial and collection
losses have been a serious challenge to the Company; leveraging on your
experiences, why has the problem remained an unsurmountable challenge, what do
we need to do to address these teething problems?
MR James: Addressing
leakages, such as energy theft by customers and internal pilfering or
inefficiency by staff, is crucial for the financial stability and operational
integrity of the company. By taking proactive measures to identify and address
these issues, we can ensure fair and transparent operations while minimizing
losses.
Also implementing a comprehensive
approach that includes customer education, technological advancements, internal
controls, and fostering a culture of integrity, the company can significantly
reduce losses and enhance operational effectiveness. These efforts not only
protect the company's financial interests but also contribute to its reputation
as a responsible and trustworthy organization.
CCD: The National Mass
Metering Program and Meter Asset Providers Scheme have led to the deployment of
reasonable number of meters into our network, this include Kebbi, Sokoto and
Zamfara States, how or what are the effects these programs have on our
business?
MR James: The mass
metering has gone a long way to close the metering gap and help reduce
customers complain of over billing, while improving the company’s collections
on PPM and reducing the losses from customers consuming more than they pay
thanks to capping.
CCD: How can we further
improve our performance in this regard?
MR James: Ensuring the
commitment and diligence of every employee who has direct contact with
customers is crucial in preventing leakages and protecting the company's
revenue. From the frontline staff, including RCOs (Revenue Collection
Officers), CSRs (Customer Service Representatives), and Metering personnel, to
enforcement, PPM (Prepayment Metering) monitoring, revenue protection, and
audit teams, everyone plays a vital role in maintaining financial integrity.
By aligning the efforts of all
these teams and emphasizing the importance of their roles in maintaining
financial integrity, the message is reinforced that each employee contributes
to the company's success. This collective effort demonstrates to customers that
the company is committed to fair practices, transparency, and responsible
billing. Effective collaboration, communication, and ongoing training ensure
that everyone understands their role in combating revenue leakages.
Ultimately, by fostering a
culture of accountability, transparency, and professionalism at all levels of
the organization, the company can maximize revenue collection, protect its
financial interests, and cultivate strong customer relationships based on trust
and integrity.
CCD: Part of your KPIs is to
improve the operational efficiency of the Company in your operational
jurisdiction, what specific tasks, directive or instructions do you have for
the Regional and Area Managers to drive home the Management’s vision and
mission?
MR James: 1. All officers holding supervisory
positions must be active in the field: Field work is a crucial aspect of
revenue protection and operational efficiency. It involves the physical
presence of staff in the field, conducting inspections, investigations, and
enforcement activities. All RMs and AMs must see to the following:
a. Detection of Revenue Leakages:
Field work enables our RCO to detect and identify revenue leakages, such as
energy theft, unauthorized connections, or meter tampering. By conducting
thorough inspections, meter audits, and customer visits, field personnel can uncover
irregularities and take appropriate actions to mitigate financial losses.
b. Prompt Response to Customer
Complaints: Field work allows CSRs/CMs to respond promptly to customer
complaints regarding billing discrepancies, faulty meters, or service disruptions.
By addressing these concerns in a timely manner, the company can enhance
customer satisfaction, maintain trust, and prevent potential revenue losses
resulting from customer dissatisfaction or non-payment.
c. Evidence Gathering for Legal Proceedings:
In cases where legal action is necessary, field work by revenue protection unit
plays a critical role in gathering evidence to support investigations and
prosecutions. This may involve documenting unauthorized connections, collecting
witness statements, and collaborating with law enforcement agencies. Field
personnel act as the company's representatives during legal proceedings,
ensuring that revenue protection efforts are supported by a solid foundation of
evidence.
2. Documentation and Reporting: Effective
documentation and reporting are essential for capturing critical information,
ensuring transparency, and enabling informed decision-making.
a. Record Keeping for Evidence
and Analysis: Accurate and comprehensive documentation allows the company to
maintain a complete record of field activities, investigations, and enforcement
actions. This documentation serves as a valuable resource for analyzing trends,
identifying patterns, and assessing the effectiveness of revenue protection
measures. It also provides a historical reference that can be useful for
audits, regulatory compliance, and legal proceedings.
b. Communication and
Collaboration: Documentation and reporting facilitate effective communication
and collaboration among different teams and departments within the company.
Clear and concise reports ensure that relevant information is shared, enabling
timely decision-making and coordinated efforts. This promotes a cohesive
approach to revenue protection, where all stakeholders are aligned and working
towards common goals.
c. Regulatory Compliance and
Audit Requirements: Accurate documentation is crucial for meeting regulatory
compliance standards and fulfilling audit requirements. Regulatory bodies often
require detailed records of field activities, investigations, and enforcement
actions. Maintaining proper documentation ensures that the company remains
compliant with industry regulations and can provide necessary documentation
during audits or inspections.
3. Another area which we shall
pay attention to is effective and efficient utilisation of the Company's resources;
optimizing the Company's resources, including human capital, time, and talent,
is essential for maximizing operational efficiency and revenue protection
efforts. Here's an expansion on the significance of effectively utilizing
company resources:
a. Proper Staff Allocation: Efficient
resource allocation involves assigning the right personnel with the necessary
skills and expertise to revenue protection tasks. This ensures that staff
members are deployed effectively and can perform their roles efficiently,
reducing the risk of revenue leakages due to inadequate coverage or expertise.
b. We shall invest in capacity
building through training and skill development; Investing in training and
skill development programs enhances the capabilities of field staff, enabling
them to perform their duties more effectively. By providing continuous training
and upskilling opportunities, the company can equip its employees with the
necessary knowledge and tools to combat revenue leakages and make optimal use
of available resources.
c. Ensuring effective time management;
effective time management is crucial for field personnel to carry out their
responsibilities efficiently. Implementing efficient scheduling systems,
optimizing routes, and prioritizing tasks based on urgency and impact can help
minimize time wastage and improve overall productivity. This ensures that field
staff can cover a larger area, conduct more inspections, and respond promptly to
revenue protection needs.
d. We shall also ensure full talent
utilization; identifying and leveraging the unique talents and skills of
individual employees can contribute to revenue protection efforts. Recognizing
staff members' expertise and assigning them tasks.
CCD: The importance of synergy
and inter-departmental collaborations cannot be over emphasized; how can we
ensure that all Departments and Units in the company supports each other and
work towards a common goal?
MR James: Synergy is
indeed crucial for the effective functioning of any organization, including
revenue protection efforts. To improve synergy within the company and ensure
everyone is aligned towards common goals, it is essential to carry everyone
along and prioritize data sharing and comprehensive reporting.
CCD: Assuming you are given an
opportunity to talk to the staff, what will be your message to them?
MR James: I will like to
call on our staff to Upholding Integrity. Maintaining the highest level of
integrity is paramount in achieving success. Upholding ethical standards and
conducting oneself with honesty and transparency builds trust among
stakeholders, both internally and externally. It ensures that revenue
protection efforts are carried out with the utmost credibility, and it
reinforces the company's commitment to fairness and ethical practices.
In summary, by maintaining a
positive mindset, continually striving for improvement, acknowledging
challenges, upholding integrity, and celebrating successes, employees are
empowered to face the difficulties encountered in revenue protection efforts.
Through collective effort and unwavering commitment, the company can overcome
challenges and achieve success, bringing the vision of a stronger and more
resilient organization to fruition.
CCD: Who is James Usman and
what brings out the best in him?
At the risk of sounding immodest,
I believe I am a God-fearing man who takes his job seriously and works with the
highest level of dedication and integrity. Outside work, I enjoy quality time
with family and friends, sports, board games and productive conversations.
