BEDC tasks staff on ownership to drive transformation

The management of BEDC Electricity Plc has said the company’s drive for transformation requires every employee to develop a strong sense of ownership and see the organisation as their own business rather than merely a place of work.

Acting Managing-Director and Chief Executive Officer of BEDC Electricity Plc, Engr. Jonathan Lawani, stated this during the Customer Service Week awards ceremony, where he charged customer care officers to take greater responsibility for resolving customers’ complaints and improving service delivery.

Jonathan emphasised that the transformation process must begin with individual employees, stressing that “the company will only achieve its objectives if staff embraced a new work culture and remained committed to continuous improvement.”

According to him, the growing sense of ownership among employees was encouraging, adding that their collective efforts remained critical to the company’s progress despite existing challenges.

The BEDC boss urged customer care officers to go beyond attending to customers who visit their offices by understanding their needs, monitoring complaints and identifying practical solutions to recurring problems.

“Being a Customer Care Officer is about more than just attending to customers; it is about taking ownership,” he said.

Lawani explained that going the extra mile required officers to understand the number of customers they serve, keep track of complaints and work collectively to find solutions that would improve customers’ experiences.

He acknowledged the demanding nature of customer service, noting that the job required patience, empathy, professionalism and the ability to manage difficult situations while remaining committed to resolving complaints.

Speaking with journalists, the Head of Branding and Corporate Communications, Evelyn Gbiwen, said the ceremony was an opportunity for the company to recognise and appreciate the efforts of its customer care officers and encourage them to sustain their commitment to excellent service delivery.

She explained the recognition was intended to motivate the officers to keep going the extra mile in attending to customers, resolving complaints and improving the overall customer experience.

According to her, BEDC appreciates the dedication of its customer care team and remains committed to encouraging a customer-focused culture across the organisation, adding, “improving customer relations required the collective commitment of management and staff.”