When Silas Ayaaba moved into his new office space in Tamale, he expected a seamless transition—unpack, set up, and get to work. But before he could begin, he needed to purchase electricity to power his electronic devices.
At the time, a new meter had just been installed in the office. Flipping through the manual that came with it, he discovered a mobile app designed to simplify the process. Excited by the convenience it promised, he downloaded the app, hoping for a quick and hassle-free transaction.
Instead, what followed was an exercise in patience. “The first time was a bit frustrating,” he admitted. “It wasn’t familiar, and I had to navigate through the app to understand how it worked before I could successfully purchase electricity units.”
Unlike non-smart prepaid meters, this smart system required the app to interact directly with the meter before a transaction could be completed.
However, an even bigger challenge soon surfaced—the app’s reliance on Vodafone’s (now Telecel) network, which, in his area, was notoriously unreliable. “You have to wait until there’s network connectivity for a successful transaction,” Silas explained. At times, this meant delays that left him without power until connectivity improved.
For users like Silas, the idea of digital convenience is appealing, but the reality is riddled with challenges. The app, designed to streamline electricity purchases, is only as effective as the network it depends on. “If the network could be changed to MTN, it would probably serve customers better,” he suggested, echoing the frustrations of many users navigating the system.
Edmond, a resident of Wa in the Upper West Region, first heard about the NEDCo app while going about his daily activities. A radio advert highlighted the convenience the app could provide. After hearing the advert, he went to the App Store and downloaded it.
His first attempt at using the app was seamless. “The first time was one night—I can’t remember the exact date unless I check my transaction history—but I bought power and was credited within two minutes,” he recalled.
Impressed by the convenience, Edmond relied on the app a second time. This time, things did not go as planned.
“The challenge was when I decided to buy power again, which was during the night. I never received the power I purchased. I followed up at the NEDCo office, but I still never got the power or a refund of my money.”
That experience drove him away from using the app. To this day, Edmond rides his motorbike to the nearest vending point to purchase electricity. If he runs out during the night, he has no choice but to wait until morning.
The NEDCo App
The app, according to William Asare, Billing and Revenue Protection Manager of NEDCo in the Upper East Region, was developed to provide a seamless, convenient, and modern way for customers to manage their electricity payments. It was inspired by the need to address challenges with traditional payment methods, such as long queues, limited payment locations, and delays in payment processing.
The app currently allows users to check their balance, view bills, and make payments directly from their smartphones. It integrates with multiple payment platforms, including mobile money and bank accounts, providing real-time updates.
According to Mr. Asare, the app was built with a user-friendly interface, instant transaction feedback, and multi-channel communication (via SMS, email, and WhatsApp).
At the time of filing this report, over 10,000 users had downloaded and used the app, with 97% of transactions being successful. Failed transactions have been minimal, primarily due to network issues or incorrect customer inputs.
Mr. Asare noted that many users have praised the app for its convenience, but he acknowledged that challenges remain—many of which were encountered by Silas and Edmond.
User Challenges
While the NEDCo app was designed to provide a seamless and convenient way for customers to purchase electricity, several challenges have emerged that affect the user experience.
According to Mr. Asare, one of the most common issues reported by users is difficulty during registration. “Some users struggle with entering their account numbers correctly, which leads to errors and delays in accessing the service,” he explained.
Another significant challenge is network instability, which affects transaction processing. “There are occasional delays in transaction confirmations due to poor network connectivity, especially in areas with weak signals,” Mr. Asare noted. Since the app relies on real-time interaction between the user’s device and the smart meter, any disruption in connectivity can leave users frustrated and unable to complete their transactions.
On the technical side, NEDCo faced hurdles during the app’s development and rollout, including ensuring compatibility with its existing billing infrastructure and training staff to handle customer inquiries. Educating users on how to properly navigate the app has also been an ongoing task. “We’ve had to put in extra effort to inform users about the app’s benefits and how to use it efficiently,” Mr. Asare stated.
Currently, NEDCo is working to address key gaps in the app’s functionality. “One of our priorities is optimizing the app for low-bandwidth environments to ensure smoother transactions, even in areas with weak internet coverage,” Mr. Asare revealed. Additionally, efforts are being made to improve the interface, making it more accessible for elderly users and those who are not tech-savvy.
Regarding security, Mr. Asare assured that NEDCo has implemented strong encryption protocols to safeguard user data and payment information. However, he acknowledged that security remains a continuous process. “Like any digital platform, we are always monitoring for vulnerabilities and rolling out periodic updates to enhance security,” he added.
Simple, Straightforward, and Potential for More: An Engineer’s Assessment
Louis Marie Atoluko Ayariga, a software engineer, describes the NEDCo app as “simple, straightforward, and functional,” with an easy-to-use interface that effectively serves its purpose. He praises its “self-explanatory design,” making it accessible even for users unfamiliar with mobile applications.
However, he notes that while the app performs well, its “visual appeal is lacking,” describing the interface as “flat and unimpressive”. He suggests improving the “color scheme and overall aesthetics” without compromising its simplicity.
The app, Mr. Ayariga explains, has potential beyond electricity payments. It could become a one-stop shop for all utility payments in Ghana, eliminating the need for separate apps for water and electricity payments or requiring users to switch apps for different electricity providers.
The Way Forward: Real-Time Monitoring and Enhanced Accessibility
To address the challenges users face and improve service delivery, NEDCo is planning upgrades to its mobile payment app. According to Mr. Asare, “a major enhancement will be real-time consumption tracking, allowing users to monitor their electricity usage as it happens.” This feature is expected to help customers better manage their energy consumption, avoid unexpected outages, and plan their electricity expenses more efficiently.
Additionally, the app will introduce push notifications for unpaid bills, ensuring that customers receive timely reminders and avoid service disruptions. To expand accessibility, NEDCo is also working on multilingual support, making the platform more user-friendly for diverse populations, including those in rural areas.
Recognizing the technical difficulties some users have experienced, NEDCo is integrating an extensive FAQ section and providing more user training to help customers navigate the app more easily. The company envisions the app as the central hub for all customer interactions with NEDCo, with future additions such as outage reporting and prepaid balance management.
For users in areas with low internet connectivity, NEDCo has developed a *USSD code (914#) to enable transactions without requiring a smartphone or an internet connection. The company is also collaborating with mobile network operators, local governments, and NGOs to improve app adoption, particularly in underserved areas.
Mr. Asare explained that, from a broader perspective, NEDCo’s app aligns with Ghana’s digital financial inclusion strategy, promoting cashless payments and improving access to essential utilities.
Conclusion
The NEDCo app marks an important step in modernizing electricity payments in Ghana, offering users a convenient, digital solution for managing their utility bills. However, as seen through the experiences of Silas and Edmond, the app’s effectiveness is often hindered by network instability, technical glitches, and registration difficulties.
While many have praised the app’s simplicity and functionality, the challenges users face reveal that there is still work to be done in ensuring seamless transactions and broader accessibility.
NEDCo’s efforts to enhance the app—through planned upgrades like real-time consumption tracking, multilingual support, and a USSD option for low-connectivity areas—are crucial for improving user experience. With these improvements, the app has the potential to become a model for digital utility management in Ghana. As NEDCo continues to address these challenges, it could pave the way for a more efficient and inclusive system that benefits both urban and rural customers alike.
“This report is produced under the DPI Africa Journalism Fellowship Programme of the Media Foundation for West Africa and Co-Develop.”
Source: A1 Radio Online | 101.1 MHz | Mark Kwasi Ahumah Smith| Bolgatanga