Minister of Energy commissions EDSA’s Customer Call Centre at Falconbridge

Minister of Energy commissions EDSA’s Customer Call Centre at Falconbridge

The Minister of Energy, Ambassador Henry Macauley, has today Monday 10th April 2017, commissioned the EDSA Call Center located at Falconbridge in the heart of Freetown’s business district. The Minister described the commissioning as a historic moment and a testimony of EDSA’s commitment to improving service delivery to its customers. He added that it is now clear that EDSA is geared towards becoming an efficient service driven provider. Whilst he congratulated EDSA on this move, he stressed the need for this to have an impact on the institution’s mode of service delivery which would invariably mean a brighter future for EDSA.

EDSA’s Co-Deputy Director-General, Charles Ibrahim talking statistics

The Deputy Director General, Mr. Charles Ibrahim, showcased the call center stating that the four mobile companies namely Airtel, Sierratel, Africell and Smart Mobile network are now connected on the 672 call center number. He further explained the process which he said involves receiving, logging and centralizing a complaint on the center’s database after which the said complaint is forwarded to the relevant department to better serve the needs of the customer.

EDSA’s  Co-Deputy Director-General, Dr. H. Saccoi showcasing the call center.

He took the gathering through the call center’s dashboard which gives a collated statistics of the number of complaints received and per status of logged in complaints. He encouraged customers to also make use of the WhatsApp and Facebook platforms to log in complaints or make general enquiries as the case may be.

EDSA’s Board Chairman making a statement

The Director General of the SLEWRC, Tamba Kellie Esq., stated that as a regulator created to monitor pricing and service quality, he is very much pleased with such a laudable venture as this platform will provide a much needed interface between the consumer and the service provider. He added that this venture will now form the basis for pursuing the customer service standard benchmarks for improved service by EDSA.

SLEWRC’s Director-General making a statement

EDSA’s Board Chairman, Professor. Kabineh Koroma, registered his satisfaction for the commissioning of the call center. He pleaded with customers to continue to exercise patience as EDSA works on improving its service delivery. He, however, admonished customers to report issues that are genuine, progressive, constructive and without malice, so that the turnaround time for addressing such issues can be reduced.


The Minister of Energy, Amb. Henry Macauley and his entourage

An employee of the call center, Mohamed Multi Kamara, on behalf of his colleagues expressed their pleasure to be part of such a ground-breaking venture. He revealed that the call center staff have been adequately trained to deal with all manner of complaints or enquires even from the most irate or difficult caller.

Waiting area of the Customer Cente

EWRC and Water Consultant meet with Guma Valley Water Company

EWRC and Water Consultant meet with Guma Valley Water Company

On Monday 27th March 2017, a cross-section of SLEWRC staff visited the Guma Valley Water Company (GVWC) headquarters at Lamina Sankoh Street to meet with its Management staff. Introducing AARC’s leading water consultant Dr. Paul Klose, SLEWRC’s Head of Water Ing. M ohamed Kargbo stated that Dr. Klose was very much keen to work with the Commission and utilities to set up internal systems for efficient regulations on the part of the Commission and efficient rendering of delivery services on the part of the utilities.

On behalf of the GVWC Management team, the General Manager Mr. Bankole Mansaray welcomed Dr. Klose and promised to give the institution’s fullest support to his fact finding mission. He explained that his institution is solely responsible for water supply in the Western Area and presently operating from areas such as Sussex in the west part of Freetown and Allen Town in the East part of Freetown, where 80% of the population reside.

In giving a run-down of his professional experience, Dr. Klose revealed that he has worked in the water sectors in countries like Germany, England, Saudi Arabia, and Seychelles with an all-round experience in regulations as a whole, distribution and strategy in line with the mission and vision of that institution. He craved the indulgence of the General Manager of the GVWC as he intends to gather substantial information from the institution as part of his study of the water sector in Sierra Leone.

On closing, the EWRC’s Head of Water, Ing. Mohamed Kargbo stressed the need for a proper database to help the Commission make informed decisions. He went on to thank the GVWC team for their warm welcome of Dr. Klose and stated that they both look forward to subsequent meetings with the Company.

 Note: The AARC is the contracted firm of consultants to carry out the MCC’s Regulatory Strengthening Project in Sierra Leone.

 Ngozi Obi Sesay


Photo from Left to Right:
Maada Kpange – Deputy General Manager, GVWC
Theresa James – HR Manager, GVWC
Ngozi Obi Sesay – Communications and Public Relations Officer, SLEWRC
Mohamed Kargbo – Head of Water, SLEWRC
Bankole Mansaray – General Manager, GVWC
Fatmata Barrie – Project Coordinator, AARC
Dr. Paul Klose – Consultant, AARC
Raymond Awoonor-Williams – Deputy Manager, Chief Engineer, GVWC

$44m to improve Electricity and Water utilities

$44m to improve Electricity and Water utilities

In the bid to implement Millennium Challenge Coordinating Unit’s (MCCU) threshold program, the US government in 2015 gave Sierra Leone $44 million.
The Chief Executive Officer (CEO) of MCCU, Ndeye Koroma said that the $44 million which was signed for in November 2015 is to implement the threshold program which goal is to build both electricity and water sector in order to ensure adequate service delivery. “Adequate services delivery can only be possible when finances of these utilities are adequately managed,” she said.
Speaking to stakeholders in Kenema during a Sierra Leone Electricity and Water Regulatory Commission (SLEWRC) sensitization tour, the CEO explained that part of the threshold program is to ensure that resources are well managed.

“We have to ensure that we build the capacity of service providers so that they would be able to manage the resources at their disposal for example when they would have constructed the National grid plant in Kenema they would be able to manage these assets,” she explained.
However, she highlighted “our central focus is our support to EWRC, a commission which is relatively new in the electricity and water sector.”
The CEO said the SLEWRC uses feedbacks from subscribers of electricity and water utilities to engage service providers such as EDSA and GUMA on consumers’ dissatisfaction in accessing these services.
Pointing out that the idea of the regulation is for the commission to be able to give licenses, and also to ensure that standards are met with regards to the services provided to consumers.
“Our intervention is to support the commission to be able perform its role effectively,” she averred.
Also, she maintained in order for the commission to be able to do their duties properly, it is important that service providers are abreast with the role of the commission and adhere to its regulations.
We are hoping that when we would have successfully completed the threshold programs we would have the compact, which would help us to address the issue of corruption and in turn capacitate us to undertake a national program.
The Director General of SLEWRC, Tamba Kellie explained that if public utilities are well managed government would be able to adequately allocate its scarce resources.
He revealed that in order to protect consumers “we’ve given SALWACO and EDSA standards of performance which is to address the issues the CEO has highlighted.”
He pointed out that these service providers should provide not just services to the people but better services and the commission is going to ensure that is achieved.
In an interview with Mary Kamara after the dialogue, she disclosed to Awoko that the initiative is laudable. Noting that for years now the service providers care less of the services they provide to their consumers.