Mozambique: EDM to invest 29.5 million USD on digitalisation – AIM

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Mozambique: EDM to invest 29.5 million USD on digitalisation – AIM

4:56 CAT | 11 Oct 2022

File photo: EDM

The publicly owned utility company Electicidade de Mocambique (EDM) has embarked on a major digitalisation project, budgeted at 29.5 million US dollars, to improve the quality of services rendered to the customers.

Funded by the World Bank, according to EDM spokesperson Luís Amado, the implementation of the project started in 2018/2019 aiming to upgrade all the technologies and platforms supporting the various services provided by EDM with impact on the customer.

“We started by introducing online sales. Today, all of us can buy electricity using cell phones and other platforms”, said Amado this Monday at a Maputo press conference.

“It is important to say that EDM is currently working on universal access to energy being the target to connect all Mozambicans by 2030 and this means that by then we will have 6 million clients on the EDM network”, added Amado.

READ: Mozambique: EDM’s Credelec online system back in operation

EDM has currently 2.7 million clients and naturally today’s infrastructure will be unable to cope with 6.5 million clients which are expected by 2030.

In anticipation of this, EDM is currently implementing a major project to stabilise the existing systems and expand other systems and infrastructures to provide technological support for the various initiatives involved in the process.

The first component, which is close to completion, is the upgrade of the Call Centre. The existing one has its limitations and has been in operation for over six years now. EDM has found that many calls from customers go answered, or the caller has to wait hours on end to be attended, while many are answered but with the problem unresolved.

“So what will happen is that we are going to have a new Call Centre very soon which will come into operation and will increase the number of channels”, declared Amado.

Also, there will be many more operators working. Many other services and platforms will be available such as messaging, WhatsApp, email which are unavailable today.

“We will also have to expand our complaint management system and have automatic above all. So everything that is currently done manually will run automatic” stressed Amado.

Source: AIM