Kaduna Electric Frontline August Edition

Community Engagement Is Key to Fighting

Vandalism – Sokoto South AM

CCD: Can you tell us a bit about your journey to becoming Area Manager at Kaduna Electric?

Adamu: First and foremost, I am Habu Adamu Dawi by name, Area Manager Sokoto South Area Office.

With my background in marketing and revenue assurance, and experience in managing teams, I've developed a strong foundation to lead the Sokoto South Area Office. Previously, I held roles that honed my marketing expertise and leadership skills, preparing me to oversee daily operations, drive performance improvement initiatives, and foster strong customer relationships.

I was an SR for 2 years from 2015 to 2018, Service Center Manager for 5 years across six (6) different Service Centres from 2018 to 2023, a Commercial Manager for 1 and half years from 2023 to late 2024, as well as Area Manager from September 2024 till date.

 

CCD: What does a typical day look like for you as the Area Manager in Sokoto South Area Office

Adamu: A typical day involves reviewing operational performance, addressing customer complaints, and collaborating with my team to resolve technical and commercial issues. I prioritize tasks, manage timelines, and ensure compliance with safety standards and regulations. Regular team meetings help me stay updated on progress and challenges.

CCD: What are some of the biggest challenges you have faced in this role and how have you addressed them

Adamu: As an Area Manager, you are more or less a solutions provider and a problem solver rather than a complainer. And in any business, you are certainly bound to have challenges, but your ability to wholeheartedly face them and overcome them is what makes you a complete manager.

Some of the challenges include managing remote areas that have been affected by repeated acts of feeder and DT vandalism (Sokoto South is blessed with ten (10) feeders, out of which eight are rural feeders), ensuring reliable power supply, and addressing customer concerns.

To address these, I implement effective communication strategies by creating awareness and sensitisation among the communities to be vigilant and report any suspicious movement around the network to the nearest security.

 

CCD: How do you ensure efficient service delivery and customer satisfaction in your Area Office?

Adamu: To ensure efficient service delivery, I focus on regular maintenance, prompt issue resolution, and effective communication with customers. I also implement customer feedback mechanisms to identify areas for improvement. By prioritizing customer satisfaction, I strive to build trust and loyalty with our customers.

 

CCD: What strategies have you implemented to improve performance in your Area Office?

Adamu: I have implemented strategies such as performance Metrics Tracking: Monitoring key performance indicators to identify areas for improvement. Team Training and Development: Providing regular training and coaching to enhance technical and customer service skills. Process Optimization: Streamlining processes to reduce downtime and improve efficiency.

 

CCD: How do you motivate and manage your team to ensure peak performance across the Area Office?

Adamu: To motivate my team, I set Clear Goals and Expectations: Clearly defining roles, responsibilities, and performance targets. Recognize and Reward Outstanding Performance: Acknowledging and rewarding team members who excel in their roles. Foster a Positive Work Environment: Encouraging collaboration, open communication, and teamwork.

 

CCD: Can you share a Success story or project that you're particularly proud of since assuming this role?

Adamu: One success story that comes to mind is implementing and incorporating a new Customer Management System, more specifically for Maximum Demand Customers, knowing fully well that they are the backbone of revenue collection for the company.

When I came on board, there were potential MD customers who were on supply and metered but, somewhere along the line, the processes within the inter-unit were halted, making it impossible for their bills to be processed. Without any hesitation, I constituted a strong team that was charged with the responsibility to go round all the network and fish out all those MD customers.

This time around, not only MD customers, but also PPM and NMD postpaid customers that had pending issues. Within the space of one month, all those pending issues were faced head-on and addressed. As we speak, I can authoritatively tell you that in Sokoto South we don't have MD customers with any lingering issues, except for the ones that are yet to be commissioned.

CCD: What role does community engagement play in your operations, and how do you foster strong relationships with customers?

Adamu: Community engagement plays a vital role in my operations. I foster strong relationships with customers through:

Regular Outreach and Feedback: Engaging with customers to understand their needs and concerns.

Community Events and Initiatives: Participating in local events and initiatives to build trust and demonstrate our commitment to the community.

Customer Education: Providing education and awareness on electricity usage, safety, and conservation.

 

CCD:  As a leader, how do you stay aligned with the company's core values and long-term goals?

Adamu: As a leader, I stay aligned with the company's core values and long-term goals by regularly reviewing and reinforcing our core values and goals, ensuring they remain top-of-mind for myself and my team.

Communicating effectively with my team, stakeholders, and customers, ensuring everyone understands our vision and objectives.

Setting measurable objectives that align with our long-term goals, tracking progress, and making adjustments as needed.

Making informed decisions that balance short-term needs with long-term goals, considering the impact on stakeholders and the environment.

Continuously learning and improving, staying up-to-date with industry trends, best practices, and new technologies to drive excellence and sustainability.

 

CCD: What message do you have for your team, stakeholders, and the customers?

Adamu: To my team I appreciate your hard work and dedication. Let's continue working together to achieve our goals, prioritizing teamwork, integrity, excellence, and sustainability. Your efforts make a significant impact on our success.

To stakeholders we're committed to delivering value and driving growth while upholding our core values. We appreciate your support and look forward to continuing our collaboration.

To customers thank you so much. We look forward to your prompt payment of utility bills. Please avoid meter tampering, desist from energy theft and energy waste. We're dedicated to providing excellent service, ensuring your needs are met, and building long-term relationships. Your satisfaction is our top priority.

 

CCD: Finally, what do you envision for the future of Kaduna Electric in your Area Office, region, and beyond?

Adamu: For the future of Kaduna Electric, I envision improved reliability and efficiency in electricity supply within the Sokoto South Area Office, enhancing customer satisfaction and quality of life, as well as increased community engagement and outreach to foster strong relationships with stakeholders.

At the regional level, I see expansion and upgrade of infrastructure to meet growing demand, together with collaboration and partnerships with local governments, businesses, and organizations to drive economic growth and development.

Beyond that, I envision Kaduna Electric becoming a model for electricity distribution in Nigeria, known for excellence, innovation, and customer-centricity, while contributing to the nation’s economic growth and development through reliable electricity supply that supports industries, businesses, and households.