Lahore Electric Supply Company (LESCO), operating in Pakistan, is trying to address serious issues that have hit its customer service and complaint management systems in the recent past. Recently, at LESCO Headquarters, during a meeting with employees, Chief Executive Officer Engineer Shahid Haider unveiled new strategies that sought to enhance the operations of complaint centers, with a special focus on the night shift.
Strengthening Complaint Centers
This is an undertaking rooted in the following checklist from the company’s CEO, aimed at guaranteeing that all the complaint centers in the area are up and running, particularly during the night. Engineer Shahid Haider added that he needs the staff to be always present to be able to fix some issues raised by the customers. This step is made with regards to the need to reduce interferences and allow customers to have their complaints attended to at any particular time.
Auditing Efficiency through Surprise Inspections
To ensure improvement of these measures, Shahid Haider has assigned Abbas Ali, the Chief Engineer (Operations), to pay a surprise visit to the complaint centers. These random checks are aimed at timely identification of the centers’ efficiency and the work they do at night. Any inconvenience to the customers will not be tolerated in LESCO due to the company’s impregnable policy on quality service delivery.
Precautions To Be Taken During Monsoon Season
Apart from enhancing the functioning of the complaint center, the CEO of LESCO ensured that the authorities concerned take preventive measures for the protection of line staff during the monsoon season. Depending on the location of the work, this season comes with unfavourable or ought to be risky weather conditions to the field workers, hence the need to prevent the occurrence of the following.
Important Participants Meeting
This meeting was attended by some of the officials of LESCO: GM (Technical) Amir Yasin, Director (HR) Zameer Hussain Kolachi, Chief Finance Officer Bushra Imran, Director (Customer Services) Sarwar Mughal, Chief Engineer (Operations) Abbas Ali, Chief Engineer (PIU) Ijaz Bhatti, Chief Engineer (T&G) Zafar Iqbal, and Director (Safety). Their combined experience is expected to ensure the effective adoption of these new measures.
Customer Hearings
LESCO has also demonstrated high standards of customer relations through daily sessions for customers’ complaints or what is referred to as the “open kachehry. “ These are held in all eight circles that make up the operational region of LESCO and allow customers to air their grievances on issues such as overcharging and power interruption, among others.
In these hearing sessions, SDOs and their squads also participate to arrange on-the-spot hearing disposal. On the last day of the data cell, the total complaints received were 1,476 out of which 1,444 were on-the-spot solutions. Besides efficiency in crisis resolution, this approach fosters trust between LESCO and its customers.
Public Engagement and Transparency
LESCO’s CEO remarked that all these consumer hearings, which are offered in accordance with the MoPD’s guidelines, are helpful in offering an on-the-spot solution to the issues consumers are experiencing. Efforts have been made by LESCO to let people know about these hearings in advance through media advisories and through pastors/fliers at the LESCO offices of the respective zones mentioned above.
In addition, the public hearing for the subject project has been duly organized, and the planner and engineer of the subject project, Engineer Shahid Haider himself, has been personally attending and monitoring these public hearings. It has also been noted that such direct interaction from the CEO has been warmly received by the public, who observe that the company is at least making an effort to connect with the customers.
Conclusion
The latest endeavours of LESCO at the hands of CEO Engineer Shahid Haider also illustrate the company’s intention to enhance customer relations and safeguard its employees. By increasing the effectiveness of the complaint centers, performing unexpected inspections, and participating actively in public hearings with customers, LESCO has become an outstanding reference for a utility company. In addition, the approach has been applauded by clients, and they are hoping that in the future, the company will remain a customer-centric company like LESCO. sz
FAQs
Q1. In what ways is LESCO enhancing its complaint centers?
A1. To support its complaint centers, LESCO has provided sufficient functionality across them, particularly at night, by having staff available to attend to the customers’ complaints as they are received.
Q2. To what extent is LESCO ensuring the quality of service at complaint centers?
A2. The Chief Engineer of Operations, Abbas Ali, is currently visiting the complaint centers and going around mostly at night to ensure that the services they offer are the best.
Q3. How is LESCO ensuring its staff’s safety during monsoon rains?
A3. LESCO is also putting measures in place to guarantee the safety of line staff during the monsoon period, as ordered by the CEO.
Q4. What measures does LESCO take to address customer complaints?
A4. It is noteworthy that LESCO gives an opportunity for a hearing in a public session on a daily basis across its operational areas, where the majority of the complaints are handled on the spot by the SDOs and their teams.
Q5. LESCO holds public hearings for what reasons?
A5. The public hearings, or “open kachehry,” are meant to solve the customer-related issues instantly, as per the directions from the Ministry of Power Division.
