Escom launches digitalfault reporting platform

Electricity Supply Corporation of Malawi (Escom) has rolled out a digital platform for the management of faults reporting dubbed 360 Degrees Digital Experience.

Speaking during the launch in Blantyre on Friday, Escom chief executive officer Kamkwamba Kumwenda said the platform seeks to ease the public’s accessibility of services in this digital era.

He said the development is in line with the company’s integrated strategic plan 27, which runs up to 2027.

Said Kamwenda: “This is a comprehensive fault and outage management ecosystem.

“The world has gone digital and we feel that at Escom, we simply have to adapt. We have to move with speed and keep pace with the latest technological developments to remain relevant.”

He said time for business as usual is long gone, adding that in the fast-paced digital landscape, customer expectations are evolving rapidly and there is need to understand the importance of staying ahead of the curve.

“This is why we are excited to announce a series of groundbreaking technologies that will exceed the expectations of our valued customers,” said Kamwenda.

He said the public now has the opportunity to notify Escom about issues happening  in their areas.

Escom board member John-Gift Mwakhwawa said it is the wish of the government to ensure that all ministries, departments and agencies are operating effectively and efficiently.

He said: “The energy sector has the potential to contribute to the economic transformation of this country, but for this to happen, there is a need for harnessing that potential and exploit it in an efficient manner.

“It is impossible to talk about efficiency without mentioning innovation and technology in the same breath because the world has gone digital.”

Mwakhwawa said the service Escom offers is crucial to the livelihoods of the people.

He said: “At times, people wait for months and years on end to get services such as connection and faults clearing.

The digital platform comprises a digital mobile App which can be downloaded on Google PlayStore, a USSD service whose code in *2020#, a WhatsApp chatbot +265886302774 and a redesigned website.