Revolutionising utilities: DBMS integration improves efficiency in complaints resolution

The deployment of a centralised Database Management System (DBMS) by the utilities regulator, Public Utilities Regulatory Commission (PURC), has brought about increased efficiency in complaints response by utility operators, Executive Secretary-PURC, Dr. Ishmael Ackah, has said.

According to Dr. Ackah, since the integration of this new system about 8,950 customers have used it; leading to total complaints recorded since 2021 of 20,810 – of which utility providers managed to resolve a total 18,026.

He said: “What this means is that the system has helped to bridge the gap between regulator and customer, making it easy for them to complain and easy for us to track their complaints and resolve them, thus providing value to the customer”.

The Commission’s digitisation initiative is driven by recognition that digitising regulatory activities enhances transparency and inclusiveness, and resolves key bottlenecks.

This move involves automating and streamlining regulatory operations, allowing the Commission to efficiently leverage data at every stage of decision-making.

It is in line with this that in June 2021 the African Development Bank (AfDB), with funding support from the Korea-Africa Economic Cooperation (KOAFEC) Trust Fund, piloted the DBMS initiative’s first phase for the Commission.

Dr. Ackah was speaking at the DBMS initiative second phase launch in Accra, and noted that: “Deploying the centralised DBMS in Ghana has been a trail-blazing regulatory initiative that has generated interest from the regulatory community across Africa”.

This is because, over the years, the Commission has relied solely on data churned out and submitted by utility providers without any system of independently verifying and validating such data.

“The current system of manual data-gathering and verification raises issues of data consistencies, misinformation and transparency, affecting PURC’s ability to make regulatory decisions,” he said.

The second phase of DBMS implementation presents PURC with an opportunity to address challenges by automating and consistently gathering data. This involves integrating the DBMS with systems of utility providers under its regulation.

“This becomes a significant step in the Commission’s digitisation agenda, by directly integrating the DBMS with digital systems and platforms of utility service providers across the electricity value chain.

“DBMS Phase 2 is meant to be an update integrated into the Commission’s existing DBMS, with a focus on automated collection of data. This will further improve the Commission’s ability to meet its regulatory objectives while protecting the interest of consumers and utility service providers,” he added.

The Country Manager-AfDB, Faika Eyerusalem, highlighted that the digitisation initiative originated from the bank’s Electricity Regulatory Index for Africa (ERI) report, which assesses regulatory frameworks in African countries, identifies gaps and provides recommendations for improvement.

“The initiative underscores the bank’s efforts to support regional member-countries improve the quality and effectiveness of energy regulation, by using customised solutions to address identified regulatory bottlenecks and create an enabling environment that can attract investment into the energy sector,” she said.

She noted that the deployment of DBMS for PURC under the first phase has been a major contributor to improved regulatory performance observed for Ghana in the 2022 ERI report, moving from 7^th ranked country to 4^th ranked.

She said: “The bank is delighted to observe that the DBMS continues to have positive impacts and traction in Ghana and across the continent”.

She announced Phase 2 of the initiative is estimated at US$590,000 – which is funded by AfDB through the KOAFEC Trust Fund.

This, she said, is aimed at integrating the digital platforms of regulators and utility service providers in the country across the electricity value chain – including generation, transmission and distribution for real-time information and data exchanges with concise visualisation.

Chairman-Board of Directors, PURC, Ebo Quagrainie, on his part highlighted the upcoming second phase of the DBMS; emphasising its role in enhancing open access to regulatory information, transparency in processes, stakeholder engagement, and participation.

The initiative, he said, will also establish mechanisms for tracking utility performance and consumer complaints, and promoting quality-of-service regulation. Real-time engagement between regulators and utilities will be a key feature, making Ghana a trailblazer in regulatory innovation.

“This initiative is particularly crucial on our continent where state-owned utilities grapple with financial challenges,” he said, urging regulators to “embrace innovation for effective and just regulations that support cost-recovery for reliable services”.

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