LAHORE: An efficient usage of social media has helped the Lahore Electric Supply Company (Lesco) to overcome inefficiency and corruption within the company.
While taking the outbreak of Covid-19 as an opportunity out of a challenging situation, Lesco sources said the usage of social media outlets had provided an opportunity to consumers to update the company high-ups about their grievances.
They said online interactions of company high-ups through Facebook live sessions had increased the volumes of complaints from consumers who were enjoying the facility of interacting with Lesco chief while sitting at their home and office. "It is followed by online instructions to the field staff for an early resolution of the problem," they added.
The Lesco sources are of the view that online interaction with consumers has expedited the performance of the field staff as they know that the Company chief is tracking the complaint online.
According to them, consumers are also happy for not wasting their time while visiting the field offices time and again. They said the Lesco management had also started collecting consumers' feedback online after the resolution of their complaints. This practice has also added positively to the performance of the Company and the CEO is ensuring reprimand to the concerned staff in case of dissatisfaction on the part of consumers.
According to the company sources, the objective of the whole exercise is to make efficient use of social media outlets to facilitate consumers. Furthermore, they added, the number of complaints had also registered a growth, as more consumers were able to interact with the company high-ups during a specified time. For example, they said, the Lesco had started over 100 complaints per sitting during online interactions weekly.
They said most of the complaints related to inefficiencies of the field staff, non-cooperation of the regional offices in offering installments to the hefty electricity bills, relocation of high voltage wires, upgrading of transformers, electricity bills correction and installation of new connections.
They said the number of complaints was on the rise with every passing day because of the high interest shown by the consumers once they have started receiving proper response from the field staff. Also, they added, the company management has started acknowledging the hard work on the part of field staff, which has also played a positive role in enhancing the performance.
It may be noted that the Ministry of Power Division had initiated online sessions, which gained popularity during the outbreak of Covid-19, as the consumers are preferred to join such sessions instead of visiting the company offices. They added the success of online sessions had pushed the company high-ups to continue with the practice even after a reduction in the spread of Coronavirus.
Copyright Business Recorder, 2020
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