Kaduna Electric Frontline July Edition

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.