Power outage at times covering large portion of the capital has become a
norm than exception. Due to that customers who unfailingly pay their
electric bills have to bear additional burden—i.e., making repeated
calls to nearby utility station or trekking in person to the stations to
enter complaints. However, it is not uncommon to see that both ways
fail to bring a genuine solution as the public or customers are devoid
of adequate information on how to contact the right officials.
There is a toll free call centre “905”, for instance, which seems to
bridge the gap of information though the numbers themselves have not
been well introduced to the public. Even for those who know this
service, it requires a number of attempts to get through. Put it another
way, the busy line takes all the wits and may end up being another
cause of disappointment. To make matters worse, the call centre is
automated in English for a virtual queue, to be on hold until agents
handle the call. At least, the pertinent body need to apply the federal
language, Amharic, so long as customer satisfaction is the ultimate
goal.
Provided that the problems cited above will be sorted out, the call
centre has a multiple purpose. In the first place, people from either a
wireless or wired telephones can inform any kind of emergencies related
to power easily. And it also helps residents to get speedy services as
far as power outage is concerned. Apart from these, it cuts unnecessary
bureaucratic hassling which can create loophole for rent seekers.
The nation which generated less than 300 mega watts two decades ago has
now succeeded in multiplying this figure by over seven times—around
2,268 mega watts. Works are also on progress to elevate the generation
capacity between 8,000 and 10,000 mega watts within the GTP period,
which is due to end this fiscal year. In addition, efforts are also in
the pipeline to transmit and distribute power generated from various
sources with reduced loss. However, these efforts get intercepted due
to problems, some of them might be beyond control and most others due to
man made one. The latter seems to outweigh the former. This is not
said out of the blue. One can easily go to the various service stations
in Addis for instance and see the public woes. Neighbourhoods that are
in blackouts for weeks and days for unknown reason; residential areas
that experiences repeated power failure due to fallen electric lines and
who also do not know what to do when such emergencies occur; Small and
Micro Scale Enterprises that find it hard to do their works because of
same problem... and many more are the least to list. To be frank, the
grand problems do not seem to emanate from problems which are beyond
control. And it is not also power shortage, as also repeatedly told from
pertinent bodies on various occasions.
The authority should probe its systems in case rent seeking mentality
has grown invisible hands to spoil the service provision. Power with no
doubt has to do with our development be it at individual level or
whatever. And interruption even for hours means just a delay by same
amount of time from our schedules. Above all, customers fulfil their
duties in terms of paying the bills for the power they consumed, and
they are also tax payers. Thus, any possible interruption should be
communicated, if not compensated. And where there exist problems beyond
human control, at least it is humble to ask apologies with appropriate
channels. In fact, during the opening of the joint House meeting last
October, President Mulatu asked apology on behalf of the government for
power outages, particularly due to man-made problems. And the pertinent
body need to follow suit.
In addition, the Communication Staff of Ethiopian Electric Power need
to incorporate various methods to get feedback from the customers. One
method can be using social media to get immediate feedback from
customers. It also has a great power to sustain governance in the
sector. By the same token, the public's strong support in fighting rent
seekers have a good role in sustaining governance.