By Emeka Anaeto

Clinching of the West Africa Innovation Awards’ “Best Customer Care Award 2025” by Eko Electricity Distribution Company (EKEDC), under the leadership of Rekhiat Momoh has successfully transformed electricity consumer experience from a traditional pain point to a competitive advantage.

Before attaining this prominence with its revolutionary customer service approach, EKEDC’s service philosophy underwent a profound evolution after Mrs. Momoh took the helm in March 2024. “We recognized that in today’s consumer-driven marketplace, technical efficiency alone isn’t enough,” explains Mrs. Momoh. “Our customers deserve responsive, transparent, and efficient service at every touchpoint.”

This customer-focused vision materialized through innovative initiatives that have reshaped the relationship between electricity providers and consumers. A standout achievement has been the All-In-One (AIO) customer experience vending platform migration implemented from October 18 to October 21, 2024. This advancement not only strengthens operational efficiency but exemplifies EKEDC’s dedication to customer satisfaction, enabling faster transactions, easier credit purchases, enhanced balance checks, and improved billing processes. The AIO system successfully streamlined customer data management and provided self-service options, allowing customers to access their information and transaction history independently.

Complementing these digital innovations, EKEDC has invested significantly in infrastructure development, establishing multiple new 11kV and 33kV injection substations throughout its network. These enhancements have improved power reliability and accelerated outage response times, establishing EKEDC as a forward-thinking and high-performing distribution company.

The company has embraced digital communication channels as part of its customer engagement strategy. EKEDC now maintains active social media presence providing timely updates on power outages, maintenance schedules, and important announcements. This proactive approach to communication has considerably reduced customer frustration during necessary service interruptions.

A distinctive feature of Mrs. Momoh’s customer service transformation has been the emphasis on transparency and community involvement. EKEDC regularly conducts customer forums across its service territory, creating valuable opportunities for direct dialogue between company representatives and consumers. During a recent forum in Ajah, Lagos, the company addressed critical concerns such as transformer failures and load shedding challenges, with these gatherings serving as essential feedback mechanisms that guide service improvement initiatives.

The effectiveness of these customer care innovations reflects clearly in EKEDC’s operational metrics: collection efficiency reached an unprecedented 99% in March 2024, Aggregated Technical, Commercial, and Collection (ATC&C) losses decreased to a historic low of 10.51%, and the company recorded the highest revenue among all distribution companies in Q3 2024, collecting ₦103.11 billion. The time needed to resolve customer complaints has reduced by over 60% since implementing new service protocols.

The West Africa Innovation Awards jury particularly noted EKEDC’s groundbreaking approach to customer service in a traditionally challenging sector as the primary reason for the recognition. The panel observed that EKEDC has established a customer care excellence framework worthy of emulation by other utility companies across the region. The award ceremony, celebrating its 14th anniversary by 2025, honours brands and leaders demonstrating excellence, creativity, and innovation throughout West Africa, with nominees evaluated on customer service quality, innovation implementation, and overall industry impact.

Despite these impressive accomplishments, Mrs. Momoh maintains this is merely the beginning of EKEDC’s customer service journey. “While we appreciate the recognition, we see it more as an endorsement of our direction rather than a destination reached,” she states. “We are continuously exploring innovative ways to elevate the customer experience further.”

EKEDC’s customer care transformation under Mrs. Momoh’s leadership represents a fundamental shift in Nigeria’s power sector paradigm. By emphasizing transparency, accessibility, and responsiveness, the company has enhanced its financial performance while redefining consumer expectations from electricity providers. As Nigeria progresses toward a more reliable and efficient power sector, EKEDC’s customer-centric approach should be an inspiration for how focusing service delivery on consumer needs drives both operational excellence and customer satisfaction.