One Year of KEDCO’s Communication Transformation, By Sani Ibrahim Paki
POLITICS DIGEST – Record has it that the Kano Electricity Distribution Company (KEDCO) has never recorded robust transformation in its corporate communications strategies, crisis communication techniques, conflict resolution, brand identify management and other Public Relations practices like in the last twelve months, courtesy of competent leadership of its relationship management.
June 1st 2020, makes it exactly one year since Ibrahim Sani Shawai assumed duty as head KEDCO’s Corporate Communications unit.
Managing relationship with both internal and external publics in large organisations like KEDCO whose clients spread across three states with close to 25 million prospective customers is indeed a Herculean task.
Similarly, for a sector like electricity whose reputation has been suffering from mass injury, its image battered and brand identified negatively over time, any successful intervention that leads to change in public perception deserves rain of accolades and appreciation.
Using his more than two decades wealth of knowledge and experience in journalism (both print and broadcast) and Public Relations both locally and globally, Shawai deployed these in transforming one of the biggest electricity distribution companies in Nigeria to the better.
Be that as it may, the company described him as the “employee who improved its brand visibility in a positive manner” while presenting him with an award of appreciation during the 2019 annual MD’s Award Night earlier in January.
Specifically, Shawai is the personality behind resuscitating the existing communication channels of the company. Today, customers communicate with the company not necessarily via phone calls or checking into one of its offices, but from the comfort of their homes, courtesy of competent and eveready staff put in place to answer their enquiries and attend to their complaints.
Similarly, research has shown that the level of customers’ awareness on KEDCO’s products and services has improved tremendously. They are now more informed about its new policies and are often actively engaged in some decisions making like never before.
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In the area of Crisis Communication, the personality in question is an achiever. Recall when KEDCO found itself in serious tussle with the Transmission Company of Nigeria (TCN)? Remember how the issue has been resolved amicably without injuring either its reputation in the eyes of the public or ruining its relationship with the TCN? That’s to show you how good Shawai is in managing communication crisis.
Little wonder, after becoming satisfied with how the face-off was strategically managed, the African Public Relations Association (APRA) deems it fit to honour the company with ‘Award of Excellence in Media Relations’ in 2020, courtesy of Shawai’s competence.
Furthermore, in terms of human relation also, Shawai’s personality of humility is second to none. He’s very jovial and friendly, not only to the external public, but also among his junior colleagues who work under him. I remember the first day I had an encounter with him when I went to his office, the way he interacts with the staff in his unit is enough to give any doubting Thomas a good testimonial of who he is.
It is therefore justifiable for one to conclude that anybody who exhibits such attitude to people under him when he could ordinarily choose to do otherwise will no doubt extend more of it to the external public – the customers and other stakeholders of the company.
These among several other things has helped in making Corporate Communications unit of KEDCO more lively, an envy of other departments, to the extent that some staff feel like being transferred to it, even though they may not have the requisite knowledge and experience to work there.
Also, the company has recorded significant improvement in number cases it receive on daily basis regarding illegal connections, meter bypassing and other electricity related offences.
KEDCO has also succeeded in mobilising more of its customers to start using meters in their houses, thereby abandon the traditional way of billing system.
All these achievements among several others were possible in just one year of Ibrahim Sani Shawai heading the company’s Corporate Communications unit. If these are achievable in just one year in office, there is certainly light at the end of KEDCO’s tunnel in nearest foreseeable future.
Happy one year anniversary!
Paki writes from Kano via: [email protected]
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