The 2018 Doing Business report indicates that, Rwanda moved up 11 places to 29th, down from 41 in last year’s report. The energy sector is one of the indicators assessed by this index which shows a big improvement whereby Rwanda recorded the 68th place down from 119th place in 2017.
Improvements made include the strengthening of transmission and distribution networks stability to ensure a better quality of power supply to our customers and stakeholders. An automated computation system was introduced to consistently monitor outages duration and frequency levels in recognized international network reliability measurements through which the System Average Interruption Duration Index (SAIDI) and the System Average Interruption Frequency Index (SAIFI) are captured. Previously, these network reliability indices were not systematically captured which hampered the timely interventions and areas of focus during faults in the network.
Improvements were also made in service delivery. An online service portal was introduced to facilitate customers to apply for a new connection without being obliged to visit REG offices across the country, thereby reducing time, travel expenses and paper work. The portal is now accessible via REG website. In the same vain to facilitate doing business, the number of days and procedures to get a new connection for investors were reduced from 34 to 20 days and the number of procedures from 4 to 3.
In order to ensure effective service delivery, Rwanda Energy Group has reviewed its service charter detailing service standards and showing customers what they can expect from REG, their rights and obligations, when and where they can contact REG in order to lodge a query or a complaint.
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