I had been invited to moderate a panel discussion on consumer rights in electricity, in the context of a recently issued charter of consumer rights and obligations. This was set to be a ho-hum affair, until the country experienced its third nationwide blackout within the last six months. This resulted in the shutdown of the 900 MW coal-powered plant, which means that the system will be in distress for 4-5 days until they get it fired up again. Since 2002, Sri Lankans have got used to uninterrupted power which they pay a lot. There is a lot of anger.
Today’s LBO Choices column was the second to be based on LIRNEasia’s 2012-14 inclusive information society research. The basic idea was to see how ICTs could be used to improve the customer experience in important government or government-sanctioned service delivery activities. Other questions included what lessons could be learned from the mobile success story for other government services. When LIRNEasia conducted quantitative and qualitative research on poor micro entrepreneurs in Colombo and secondary cities in Wayamba, it was clear that there was significant interest in managing their energy bills. Sixty one percent had already changed to energy-efficient lighting; over 15 percent were switching off/disconnecting appliance and lights.
From late April to today, we were engaged in a major push on getting the findings of how ICTs could help improve electricity customer relations out to regulators and other stakeholders in Bangladesh, India and Sri Lanka. This is not as simple as telecom which is a central subject in all countries. In India, we (and our partners) succeeded in attracting regulators from three important states (Bihar, Gujarat and Maharashtra) to the half-day dissemination event. In Bangladesh, the Chair of the Bangladesh Electricity Regulatory Commission chaired the event and was present throughout. Today, we had a three hour exchange of ideas with the Director General and senior staff of the Public Utilities Commission of Sri Lanka.
We were pleased to receive front-page coverage for our dissemination event in the business section of the leading English language newspaper in Bangladesh. The Chairman of the Bangladesh Energy Regulatory Commission, Mr A.R. Khan, was the chief guest and participated in the entirety of the event, which stretched over four hours. In the concluding discussion, we were very happy to see energetic debate among the participating senior officials from the electricity distribution companies and the mobile operators.
The Pacific Islands Telecom Association (PITA) and the Pacific ICT Regulatory Resource Center (PiRRC) co-organized several sessions on policy and regulatory issues at the annual PITA convention held in Port Vila, Vanuatu, April 8-11. Here is the slideset I used in proposing that PiRRC and/or the region’s regulators establish an evidence base for their work on consumer protection. I did not have Pacific data, but used LIRNEasia research from South Asia. It was well received, with one multi-sector regulator asking for more information, which is collated together here. There was an interesting question from the floor, where a former developed-country regulator questioned the relevance of our approach, saying that with quality information now being available on the web, the old “buyer beware” principle had to be replaced by “seller beware.
A presentation and discussion of LIRNEasia research from Sri Lanka, India, Bangladesh
The past decade has seen unprecedented, rapid growth in electronic connectivity in the form of voice in the developing world. Access to the Internet and to more-than-voice services is quite uneven with those at the BOP being excluded from the benefits of the rich potential of applications and services associated with the Internet. The report is a part of LIRNEasia’s research into the exploration of how to bring about an increase the inclusivity of the currently marginalized BOP by providing more useful services and applications on mobile platforms. In terms of providing useful services, the research will focus on three sectors; telecom, electricity and government services. How can these services be more useful to particularly to the micro-entrepreneurs at the Bottom of the Pyramid?
EXECUTIVE SUMMARY The report broadly explores the customer relationship management (CRM) practices in the electricity distribution sector in Bangladesh. It identifies some of the existing challenges and how these can be improved with the use of ICTs and better service design. In a country where less than half the population has access to electricity through 13.5 million connections to the grid, the challenge facing the sector is two-fold. First, those that are privileged to be connected to the grid, need improved services.