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Modernizing the heart of the electricity customer system to expand coverage, improve accuracy, and strengthen financial sustainability across the sector.
Project Overview
The Customer Base Expansion and Billing System Modernization Program focused on improving the accuracy, completeness, and efficiency of GECOL’s customer database and billing operations. The initiative strengthened the foundation of revenue generation by expanding the registered customer base, modernizing billing tools, and introducing digital systems that enhanced billing accuracy and customer engagement.
This work was led by Ed Elrahal, Senior Energy Policy and Institutional Reform Expert, and Dr. Mahmud Elwerfelli, Expert in Energy Transition, Power Sector Reform, and Environmental Policy, and was implemented by Pragma Corporation and funded by USAID, supporting national efforts to build a more reliable and modern revenue management system.
Summary
A major challenge in Libya’s electricity sector has been an incomplete and outdated customer database combined with legacy billing systems, leading to inaccurate billing, low collection rates, and limited financial visibility. To address these issues, the program introduced a comprehensive approach to modernizing customer management and billing across the sector.
Key improvements included expanding and updating the national customer registry, digitizing customer information, improving meter-reading accuracy, and deploying modern billing software supported by real-time Power BI dashboards. Field verification campaigns, customer onboarding initiatives, and stronger coordination between distribution, billing, and customer service teams created a more transparent and reliable billing system that improved GECOL’s financial position and strengthened consumer trust.
Key Achievements
Expanded and updated the national electricity customer database
Modernized billing operations with improved software and streamlined processes
Digitized customer profiles and integrated them into a unified management system
Enhanced meter reading accuracy through improved procedures and tools
Developed Power BI dashboards for real-time billing and customer data monitoring
Strengthened coordination between revenue, customer service, and distribution units
Improved customer communication and transparency in the billing process
Impact
Increased billing accuracy and reduced disputes
Expanded customer base leading to stronger revenue generation
Improved operational efficiency through digital systems and data-driven tools
Enhanced customer confidence in billing fairness and transparency
Better institutional readiness for future tariff reform and regulatory requirements
Stronger financial foundation enabling better service quality and grid investments
We can help your organisation
Green Power Associate supports utilities in modernizing billing systems, expanding customer registries, and deploying digital tools, including Power BI dashboards, to enhance transparency, operational efficiency, and financial performance.
Our experts help design integrated customer-management systems and reform processes to ensure fair, accurate, and sustainable revenue operations.
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