Africa-Press – Eswatini. The Eswatini Electricity Company (EEC) is embracing digital technology to improve operational efficiency and customer experience, Managing Director Ernest Mkhonta told journalists at a media breakfast meeting.
At the heart of this transformation is the digitization of the head office’s service processes, which has significantly reduced turnaround times for customer requests. “Efficiency is key. When customers come for service, we want them to be assisted faster than ever before,” Mkhonta said.
Beyond administrative improvements, EEC has deployed digital tools for system operation and control, enhancing reliability and reducing downtime during faults. This has been critical in maintaining continuous supply despite heavy reliance on imported power.
The company has also streamlined procurement processes in line with SPPRA standards, ensuring transparency, speed, and value for money. This is vital, given the scale of EEC’s operations — servicing 298,000 customers with just 803 employees and 1,050 contractors, across 27,000 km of distribution lines.
Mkhonta stressed that technological upgrades are not just about efficiency but also about safety. Digital monitoring systems allow for quicker detection of faults, minimizing risks to both employees and the public.
In addition, EEC is leveraging its fibre infrastructure in partnership with telecom companies to generate revenue. This diversification helps cushion the utility against the volatility of electricity sales while also contributing to the country’s digital connectivity goals.
Customer satisfaction remains a central focus. By combining infrastructure investment with service innovations, EEC aims to keep its customers not only connected but also delighted. “Self-regulation is as important as regulation. When customers are happy, they come back — and they trust us to power their homes and businesses,” Mkhonta noted.
In a sector where delays can mean lost productivity for businesses and frustration for households, EEC’s commitment to digital transformation marks a forward-thinking step. It positions the company to meet rising demand efficiently while enhancing the customer journey in an increasingly connected Eswatini.
For More News And Analysis About Eswatini Follow Africa-Press
