A digital payment system introduced by the Northern Electricity Distribution Company Limited (NEDCo) to provide customers with convenient power purchase options has faced setbacks and failed to meet expectations.

Launched in February 2022, the system, managed by Broadspectrum Digital Payments Ltd (BDP), aimed to offer prepaid users a self-service solution at any time, including odd hours.

However, nearly two years later, customer frustrations have mounted, with reports indicating that the only efficient feature of the digital system is the payment function.

NEDCo, responsible for electricity distribution in various regions, introduced the digital infrastructure to streamline operations and reduce the need for physical visits to their offices.

Customers, however, have voiced dissatisfaction, describing the system as problematic. Issues include delayed power restoration after payment through digital platforms, leading some customers to prefer in-person transactions at NEDCo offices.

Customers like Opong Kyekyeku and Kofi Bekoe highlighted their negative experiences with the digital platforms, citing payment-related challenges and delays in power restoration.

NEDCo's Public Relations Officer, Maxwell Kotoka, acknowledged initial challenges but stated that progress has been made in addressing platform performance issues.

While Kotoka admitted to a reduction in the number of failed transactions, customers remain skeptical and cautious about the reliability of the digital payment system.

This report is part of the DPI Africa Journalism Fellowship Programme by the Media Foundation for West Africa and Co-Develop.