MONROVIA – As the electricity demand continues to increase across Montserrado County and its environs, the Liberia Electricity Corporation (LEC) on Friday, September 29, commissioned Nine (9) new Customer Service Centre Outlets (CSCO) begining at the Samuel Kanyon Doe (SKD) Boulevard Junction in Congo Town.
The new CSC Outlets were constructed by the LEC’s Commercial and Regulatory Department aimed ensuring robust service delivery and at the same time, creating more job opportunities for young people in the targeted communities.
However, the commissioning of this Customer Service Center Outlets reflects LEC’s commitment to improving its services and ensuring customer satisfaction. It will also be a one-stop shop for all electricity-related queries, complaints, and requests. Customers can now conveniently access information about billing, meter installations, power outages, and other related services.
Moreover, this Customer Service Centre Outlets will also facilitate the process of new connections and assist customers experiencing technical difficulties or issues with their electricity supply. Trained staff members will be available to address concerns promptly and efficiently, ensuring that customers receive timely support.
Monie R. Captan, Chief Executive Officer of LEC, told staff that the initiative is just a step beyond customer service and is now going beyond its normal customer service and focusing on the customer’s care, which is of essence to providing better service to the people.
He added, “I think this level of decentralisation is very important and effective in reaching our customers as much as possible. Before the war in Liberia, we had 35 thousand customers, but today we have 250 thousand. With this kind of increase, we cannot expect everyone to go to our headquarters in Waterside, and so that is the focus of expanding our representation throughout our network.”
Captan said the corporation spreads these services across other areas because he wants to ensure they provide essential services to the people in a short period.
In addition to providing excellent customer service, this centre will also play a crucial role in promoting transparency and accountability within LEC. Customers can now easily report any irregularities or discrepancies their encounter regarding their electricity bills.
The LEC boss further disclosed that the corporation is going outside of Monrovia, starting with Grand Cape Mount, Bomi, and Margibi counties. This, according to him, is going to create job opportunities, training, and capacity building, as well as empower young people, especially those who are within the communities where the service centres will be stationed.
“We are not going to hire someone from Montserrado and take them to Grand Cape Mount, where we have other people there that can do the same; we are going to hire the people from there,” he clarified.
Captan, however, disclosed that LEC will be introducing very soon its own app that customers will have to download on their smartphones and be able to recharge their meters.
Lawrence D. Sekajipo, Board Chairman at the Liberia Electricity Regulatory Commission (LERC), stressed the importance of providing customer service to the people because “it can make you or break you,” and so what LEC is doing here today is crucial for the growth and development of Liberia’s economy.
“That’s why everyone should be proud of its leadership. “We want to thank the management and encourage them to keep expanding its distribution networks,” he said.
For his part, Benjamin T. Gboyo, Chairman of the Swaukamore community, lauded the management of LEC, saying, LEC has done more than we expected within the space of August to now, which is one year we have seen significant improvement in the sector.”
He also stressed the importance of customers having the ability to buy their token wherever they are to avoid everyone trooping to Waterside. Gboyo: “We can assure you that our community will work with you to ensure that no one carries on power theft. We will report anyone who is caught.”