ASSESSMENT OF IMPLEMENTATION OF POWER ENERGY PREPAYMENT SERVICE SYSTEM: CASE OF ETHIOPIAN ELECTRIC UTILITY (EEU)

Abstract

Ethiopian Electric Utility (EEU) is state owned monopoly that transmits, distributes, maintains and sales electric power nationwide. Ethiopian Electric Utility (EEU) or former EEPCO (Ethiopian Electric Power Corporation) has been undergoing various continued utility management practices. One of the major improvements, as part of the transformation, is the implementation of power Prepayment (Metering) System, over that of the postpaid metering service. The postpaid metering service system had been forcing the company to follow lengthy service processes. That is; reading the postpaid meter, generating postpaid bill, and collecting money was long process. In order to support the realization of its long term strategic vision of providing quality electric service and being competitive in an energy sector, EEU has to improve the service provision. The study tried to show about the acceptability and perception of customers, the challenges of implementing power energy prepayment metering system over that of post payment, finally the benefits of prepayment system, and the management’s strategy. The researcher aimed to assess and analyze the existing practice (quality) of prepayment customer service both from the employees’ and the company’s perspectives, and thereby proposed possible marketing strategies that are capable of improving the customer service quality for the subsequent adoption of prepayment service. The research used both qualitative and quantitative approach in a descriptive format. The results or findings of the study showed some challenges which the EEU and customers are facing. Some of the challenges are in adequate voltage, Ethio telecom network, inaccessibility of vending units in Sundays and holidays, etc… The study also showed the perceptions of customers about the prepayment metering system. Finally the study recommended some possible actions to be taken by the company. These recommendations will be applied to solve the problems which were clearly stated in this research.