Dominica Electricity Services Limited (DOMLEC) is developing a new customer information system that will use artificial intelligence and electronic field reporting to improve access to account details and speed up service, the company has announced.
Speaking during DOMLEC’s recent radio discussion, Commercial Manager Paul said the new system is designed to give customers quicker and easier access to their account information. The system will also allow field staff to report meter readings electronically, replacing manual processes that can cause delays.
The move is part of DOMLEC’s wider effort to modernise its operations and improve customer experience. The utility has faced complaints in the past about slow response times and billing issues. The new system is expected to address some of those concerns by providing more accurate and timely information.
Artificial intelligence will be used to assist with customer service, likely through automated responses to common queries. This could reduce waiting times for customers calling the utility’s hotline or visiting its offices. However, DOMLEC has not yet provided a timeline for when the system will be fully implemented.
The electronic field reporting component will allow meter readers to input data directly into the system while on site. This should reduce errors and ensure that bills are generated more quickly. It will also provide the company with real-time data on electricity consumption across the island.
DOMLEC is the sole electricity provider in Dominica, serving households and businesses nationwide. The company has been investing in infrastructure upgrades in recent years, including improvements to the grid and the integration of renewable energy sources such as geothermal power.
Customer service has been a recurring topic in public discussions about DOMLEC. The utility has previously stated its commitment to improving communication with customers and resolving complaints efficiently. The new system is seen as a step towards achieving those goals.
Details on the cost of the project or the specific technology provider have not been disclosed. DOMLEC is expected to release more information as the system is rolled out. Customers are advised to await official announcements from the company regarding any changes to how they access their accounts or submit meter readings.
The announcement comes as Dominica continues to pursue its goal of becoming the world’s first climate-resilient nation. Reliable and efficient utilities are a key part of that vision. DOMLEC’s modernisation efforts align with broader national objectives to improve infrastructure and services for all Dominicans.
Further updates are expected in the coming months. In the meantime, customers with urgent queries should continue to use existing contact channels provided by DOMLEC.
4
