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PIP Stakeholder Consultation

1    PIP Stakeholder Consultation Overview

In line with a regulatory mandate to define our performance trajectory over the next five years, Ikeja Electric is in the process of developing a performance improvement plan (PIP) and we require key input from our stakeholders to help prioritize our focus areas of performance improvement. The following sections capture our proposed plan and our areas of priorities, while section 2 includes a questionnaire to capture the feedback from you, our stakeholders. We believe your input is key to successfully developing and executing this plan. Over the next five years, Ikeja Electric will continue to build customer and stakeholder confidence in our business and processes by continuous engagement to ensure we capture feedback on our performance and by identifying new areas of service delivery improvement in line with our commitment to innovation.

1.1       IE PIP Summary

We are committed to adequately powering Africa’s most populous city, Lagos. We understand that our activities impact on millions of Nigerians and their businesses on a daily basis, so we are strategically driven to deliver improved standards of living to the numerous Nigerians who depend on our services by lighting up homes and businesses, thereby stimulating economic growth and development “BY BRINGING ENERGY TO LIFE”.

For Ikeja Electric, we are committed to our vision of being the provider of choice wherever energy is consumed, and we remain dynamic and innovative in our approach to realizing this vison. Our goal is to generate and increase value for our customers, shareholders and other stakeholders in a sustainable manner while responsibly managing the socio-economic and environmental impacts of our activities. We are constantly improving on our service delivery and customer service standards while aiming at surpassing performance standards.

Since takeover we invested heavily in improving our systems and infrastructure geared towards improved service delivery and meeting our target baseline Aggregate, Technical, Commercial and Collection (ATC&C) losses. A huge amount of investment (funds, human capital development, etc.) has gone into acquiring leading edge information technology (IT) infrastructure to achieve automated systems geared towards eliminating the incidence of human errors in order to significantly reduce losses. This has culminated in a substantial improvement in the reduction of our collection and commercial losses, with an ATC&C loss target of 21.3% by the end of 2019, from 41%, which was submitted to NERC for the baseline loss study in 2014.

To consolidate on our successes, which has focused on building customer and stakeholder confidence in our business and processes, and advance our vision of being the provider of choice wherever energy is consumed, our PIP focuses on reducing losses by driving efficiency through improvement in business processes and implementing strategies to actualize our goals over the next five years (2020 – 2024). Some of these goals include reducing our ATC&C losses to 8.8% by 2024, recording zero deaths and casualties to both employees and stakeholders in our coverage area, achieving 100% metering of all customers by 2022, and achieving at least 95% customer satisfaction by 2024.

Key challenges such as the lack of a cost reflective tariff, eligible customer declaration, customer apathy to payments, energy theft and meter bypass continue to plague our business and in effect, the market illiquidity being experienced by NESI. Our ability to attain our goals depends on the successful implementation of our risk mitigation strategies and obtaining the necessary regulatory support over the next five years. The challenges in the industry are daunting, the stakes are high, but we are determined to succeed.

1.2       IE Achievements 2014-2019

2014 Achievements

  • By strengthening the distribution network, we were able to reduce the frequency of electric service interruptions to our customers by 21% compared to 2013 levels of 6,724.
  • Established an improved organization structure to set the foundation for the business transformation we hope to achieve in the coming years.
  • Established a state-of-the-art customer care infrastructure that has a fully integrated Customer Relationship Management (CRM) application for managing customer complaints and requests.

2015 Achievements

  • Reduction in the frequency and duration of electric service interruptions to our customers by 62% in 2015 compared to 21% in 2014.
  • Implemented an improved organizational model that was geared towards increasing the number of customer touchpoints to drive better customer service experience for our customers while reducing costs and promoting greater efficiency in our operations.
  • Implemented an upgrade of our customer service infrastructure to further improve our customer service track record.
  • Centralization of billing operations as means of driving more operational efficiency and reducing losses.
  • Over 4,000 maximum demand (MD) customer meters were installed (2,344 meters were at the Distribution Transformer level, 300 meters (both incoming and outgoing feeders) were installed at the 11kv feeder level; 493 MD meters) while 29,633 non-maximum demand (Non­ MD) customer meters were installed.

2016 Achievements

  • “Oshodi Model BU project”, which was designed with the aim of ensuring exceptional service delivery and operational efficiency through the deployment of the people, processes and technology was required to improve the overall customer experience.
  • Expansion of platforms for customer engagement, which included the introduction of the Live Chat platform.
  • Continuation of the Customer Enumeration, Technical Audit and Asset Mapping exercise (CETAAM).
  • 60% metering of over 14,000 distribution transformers within our network. This has helped in better energy accounting and estimation of bills for customers yet to be metered.
  • Deployment of a new estimated billing methodology to address complaints from customers, which helped to reduce customer complaints recorded on estimated billing by 21.5%.
  • Continued metering. Over 32,000 customer meters were successfully installed in 2016.
  • Successful completion of both the Occupational Health and Safety Assessment
  • Successful stage 1 audit for International HSW certifications, Series (OHSAS) 18001:2007 and ISO 9001:2008.

2017 Achievements

  • Reduction in ATC&C losses from 49.2% in 2016 to 38.62% in 2017
  • Business process automations such as Mobi works application, Estimated Billing Methodology EBM software, Meter Reading software
  • 744 meters deployed under the Debt-for-Metering scheme
  • OHSAS 18001:2007 certification awarded.
  • ISO 9001:2008 certification awarded.

2018 Achievements

  • Reduction in ATC&C losses from 38.62% in 2017 to 31.8% in 2018
  • Established and inaugurated functional i-Empower (QHSE Academy) to help develop in-house safety leads (Safety Leadership Team) companywide.
  • 22,248 meters installed under the Debt-for-Metering scheme out of XX to be metered
  • Launched Beyond Zero, Take Ownership programs and i-SAFE App for easy and faster escalation of hazards.

2019 Achievements

  • Reduction in ATC&C losses from 31.8% in 2018 to 26.5% in 2019 August YTD
  • Successful establishment of a fully operational customer care unit with walk-in centres, call centres, and on-line chat with our customer service operatives.
  • Customer enumeration, asset mapping and metering (inclusive of AMI metering of 32,295 customers) to ensure improved energy accounting and maintenance of assets throughout the network.


1.3   IE PIP Goals 2020-2024

No. Key

Performance Indicators (KPIs)

Measurement criteria

defined in privatisation

Annual Performance

Base line 2020 2021 2022 2023 2024
1 Reliability/ availability Number of customer Interruptions (#) 10,845 8,676 6,941 5,553 4,442 3,554
2 Metering Number of new consumer meters installed 10,550 420,000 367,199 141,212 As Required As Required
3 New connection/ network expansion Number of new customer connections 38,840 54,750 157,000 137,699 As Required As Required
4 Customer satisfaction Customer Resolution (%) 85.0 85 87 90 92 95
5 Safety Number of deaths and number of accidents 0












6 Social responsibility Number of Community outreaches per year 4 4 4 4 4 4

Investing in improving the availability/reliability of power supply enable us to increase revenues and recover our costs. Supporting the Meter Asset Provider (MAP) metering exercise of our customers and investing in network metering infrastructure is top priority for us as we believe that it will greatly reduce commercial and collection losses within our network. Our investments in state-of-the-art technology will provide us the platform for real-time monitoring of our network performance and business operations, which will allow us to perform efficiently. Our planned training programmes will equip our workforce with the capacity required to deliver their KPIs efficiently. We will also keep engaging our stakeholders to identify their challenges and priorities to develop the required solutions for optimal customer satisfaction.

2    IE Stakeholder Questionnaire

In the table below, kindly rank the Key Performance Indicators (KPI) in order of priority for you as a stakeholder of Ikeja Electric, in the order of High, Medium and Low. For example, if network expansion is high priority for you, “New Connection/Network Expansion” should be ranked “High”.

No. Key Performance Indicators KPI definition Stakeholder Priority Rank
1 Energy Supply Premium energy supply. This will guarantee at least 23 hours daily supply but at a tariff higher than current grid supply. E.g. Magodo model.
2 Reliability/ availability Reduction in the number of customer interruptions (#) i.e. the number of times you experience power cuts
3 Metering Increase in the number of new consumer meters installed. This will help reduce and end estimated billing.
4 New connection/ network expansion Number of new customer connections. This will make it easier for a stakeholder to connect a new building to IE’s network.
5 Customer Resolution (%) Customer satisfaction
6 Safety Increase in safety trainings and initiatives for stakeholders.
7 Social responsibility Number of community outreaches per year


Ikeja Electric Celebrates Customer Service Week, Assures Customers Of Improved Services

Leading Electricity Distribution Company, Ikeja Electric Plc, has joined the global community to mark the Customer Service Week, while reassuring customers of improved experience and commitment to providing exceptional service delivery.

In a statement signed by the Managing Director/Chief Executive Officer, Dr. Anthony Youdeowei, the Ikeja Electric brand is driven by an endless desire and resolve to offer customers an extraordinary experience as the company will stop at nothing to ensure that each interaction across all its touch points culminates in something more for the customer. (more…)

Ikorodu Community Commends Ikeja Electric for Back-To-School Initiative

…Promises support as DisCo provides educational items to primary school pupils

Ikeja Electric Plc. (IE), Nigeria’s leading electricity distribution company, has received commendation from Executive Chairman, Ijede Local Council Development Association (LCDA), Hon. Salisu Fatiu Jimoh as the company donated educational packs including bags, exercise books and pens to support pupils of Anglican Primary School, Ijede.

The initiative which is tagged “Back to School’ campaign is in line with the company’s Personal Corporate Social Responsibility (PCSR) objectives and was carried out by staff of Ikeja Electric who visited the school on Thursday, September 26th, 2019 to present the pupils who have just resumed a new session. (more…)

Ikeja Electric Introduces E-Bills To Enhance Customer Experience


Lagos, Nigeria; August 28, 2019: Nigeria’s leading electricity distribution company, Ikeja Electric Plc (IE) has introduced its electronic billing (e-billing) platform, which enables customers to receive electricity bills promptly and conveniently, via channels such as SMS, USSD, email, IE Bill portal and IE mobile Application.

The e-billing initiative is in continuation of Ikeja Electric’s desire to leverage innovation and technology to improve customer experience. It is designed to deliver electronic bills directly to the customer thereby eradicating challenges such as misplaced bills or delayed delivery and other issues which are associated with distribution of physical bills.

Announcing the service, IE explained that soon e-bills will be the dominant mode of bill delivery considering its numerous advantages as well as the company’s mass metering of customers across its network. (more…)

Magodo Residents Commend Ikeja Electric Over Improved Power


Lagos, Nigeria; August 23, 2019: Residents of Magodo Estate have applauded Ikeja Electric Plc (IE) for providing stable electricity to customers within the Estate following the signing of the Premium Power Agreement.

The Premium Power initiative is a power purchase agreement under the Willing Buyer, Willing Seller initiative issued by the Nigerian Electricity Regulatory Commission (NERC). It entails a commitment to specific service level standards while the customer agrees to pay a tariff that is above the current MYTO tariff.

Speaking on the improved power supply, a resident of the Estate, Mr. Innocent Nwankwo, expressed satisfaction at the level of supply they are currently getting from Ikeja Electric.

He said: “We currently enjoy 24 hours supply and we believe this initiative is giving us value. We have a mixed development in Magodo estate. There are those who operate business and there are residential. We all need adequate supply. And we were able to agree on this. In my opinion, if other communities shows interest I think Ikeja Electric can replicate this initiative.” (more…)

Ikeja Electric Clarifies Power Supply Agreement With Magodo Residents

Our attention has been drawn to a negative publication in the media regarding the power supply agreement between and Ikeja Electric (IE) and Magodo Residents Association (MRA). The publication maliciously termed the agreement as a fraud even as neither IE nor members of the MRA were consulted by the media platform to get the right representation of the story.

Ikeja Electric and the Magodo Residents Association recently signed a Power Purchase Agreement under the Willing Buyer, Willing Seller initiative issued by the Nigerian Electricity Regulatory Commission (NERC). We will like to state categorically that due process was followed in accordance with the constitution of the Association, a legal entity registered under the law, in executing this contract. (more…)

Ikeja Electric, Magodo Residents Sign Power Supply Agreement

Nigeria’s leading Electricity Distribution Company, Ikeja Electric (IE) has signed an agreement with Magodo Residents Association to invest in electricity infrastructure in the Estate as well as provide reliable and quality electricity supply to the residents.

The contract, which is in line with the company’s Premium Power Purchase Agreement, was signed at the Association’s community hall in Lagos with representatives of Ikeja Electric and Magodo Residents Association present.

The Premium Power initiative is a power purchase agreement which entails a commitment to specific service level standards while the customer agrees to pay a tariff that is above the current MYTO tariff. (more…)

Ikeja Electric, MOJEC Advise Customers On Meter Registration Process 

Leading Electricity Distribution Company, Ikeja Electric Plc (IE) has fully commenced the roll out of meters under the Meter Asset Provider (MAP) scheme, to all un-metered customer across its network.

In the first phase, which culminated at the end of July, metering was restricted to only customers in Ikorodu, Abule-Egba and Shomolu Business Units. However, from the beginning of this month, the exercise has been extended to customers in Ikeja, Akowonjo and Oshodi Business Units.

The MAP scheme is in line with the Federal Government’s commitment to bridge the metering gap. It entails the empowerment of third party companies identified as Meter Asset Providers, by the Nigerian Electricity Regulatory Commission (NERC), to procure and install meters for electricity consumers under this scheme. (more…)

Ikeja Electric Commissions New Injection Substation

… Obawole, Iju, Environs To Enjoy Improved Power Supply

Lagos, Nigeria; July 22, 2019: Electricity customers in Obawole, Fagba and environs of Iju, in Ifako-Ijaiye Local Government Area of Lagos State have started experiencing remarkable improvement in power supply, with the commissioning of the Obawole 15MVA transformer Injection Substation by Ikeja Electric Plc (IE).

The Injection Substation, which was commissioned last Friday, will provide residents availability of power supply for up to 18 hours daily. Residents of K-Fam Estate, Olowo area, the whole of Obawole community and Adisa Coker will get supply from the injection substation; other areas that will also benefit from the project include Ahmed Afolabi, Coker Onifufu, Ashabi Taiwo Streets and old Akute Road, among others. (more…)

Ikeja Electric, PEP Store Partner on Customer Bill Payment

Lagos, Nigeria; July 12th 2019: Ikeja Electric Plc. (IE) one of Nigeria’s leading Electricity Distribution Company has collaborated with multinational retail company, PEP Stores, to enable customers pay bills or recharge their accounts at designated PEP Stores across Lagos.

Under this partnership, post-paid and prepaid customers within IE’s network can pay their bills and recharge their accounts while doing their regular shopping at PEP Stores located in Gbagada, Maryland Mall, Ipaja, Isolo, Allen Avenue, Ikorodu, Ogba, Obafemi Awolowo Way, Ojodu Berger, Idimu, Amuwo Odofin, Ogudu and Ikeja City Mall. Lagos.

While announcing the initiative at a press briefing, Ag. Chief Commercial Officer, Ikeja Electric, Ugochukwu Obi-Chukwu, said the essence of providing an array of payment options and outlets that offer reliable and convenient services to customers was borne out of the company’s customer-centric approach to service delivery. (more…)