Electricity users in Rwanda will now be getting more instant feedback after Rwanda Energy Group (REG), has developed online communication and customer service platforms in line with its endeavor to continuously improve service delivery and ensure that the public has easy access to services.

Among the tools recently developed and put into use are the new REG website, the online expropriation database as well as the online new connection request platform.

During the official launch of the tools at REG headquarters this week, Ron Weiss the CEO of REG Ltd announced that the reforms in the energy sector will help them to exchange information with their customers and providing them with fast services. He added that the energy sector is seeking excellence in service provision.

“We want our customers not only to be satisfied by the service we give them, but also to easily access these services. Customers should not always come to our offices to get services. They can do it more easily online,” he said.

Weiss said that REG targets to facilitate people doing business in Rwanda through reducing the time they would have to wait after submitting their application.

“We are targeting to reduce the time to 20 days down from 36 days for someone to get electricity. Our big clients including industries, hotels, health centers that use more electricity are especially the ones that use this new system. Small clients may still continue to come to our offices,” he said.

The REG new website was designed to be more user friendly, displaying most of the information needed by the public at first glance. Sections providing customers with important information were added and integrated. These include Twitter posts and replies, planned power outages, tariffs, projects related information and statistics, frequently asked questions, REG customer charter, energy statistics, corruption reporting telephone number as well as the contacts of all branch managers, among others.

All the online service platforms are also linked to this new website at the top menu section.
Online new connection request form

In line with REG ambitions to ease doing business, new connection requests will be requested either online or through hard copy forms as it was done before. There is no need to visit REG branches to get a new connection. Customers will just click on top menu of our website and click on the “new connection request” icon. After filling in the form, concerned branches will immediately start processing the requests without obliging the customers to go to the branches.

As a long-term strategy to control developments around expropriation once and for all, REG has developed an online tool through which beneficiaries can request for expropriation information and check respective file status. It is important for the beneficiaries to always be ready with necessary support documents such as their own National Identity Cards, Active Bank Accounts, proof of land or property ownership for those whose property are to be affected among others.

Another platform which is still under development is the public database where post-paid customers will be able to view all their bills and payment history online without waiting for a monthly invoice or visiting REG offices. This database is expected to be functional by the end of this month.

Recently, REG has won a service excellence award as the best energy service provider in Rwanda.

The current households connected to the national electricity grid and off-grid are estimated at 46.46% with target to reach universal access by 2024.