Introduction
Customer Services Directorate was created as a result of the Corporation’s stated goal of Customer focus.  Over the past ten years, ZESCO’s customer base has rapidly increased from around 100,000 in 1993 to about 270,000 customers in 2001.  As the customer base has grown, it has become increasingly clear that the company has not been paying as much attention to the customer and commercial side of the business as it has paid to its technical side.  The result has been very unsatisfactory performance in the commercial area, dissatisfied customers and a huge number of unresolved customer queries and complaints. 

With Government’s intention to increase access to electricity from the present 20% to 50% of the population, and ZESCO plans for a massive electrification drive, this number (customer base) will increase to over 500,000 customers over the next five (5) years. 

Role 
The main role of the Directorate is to look after and carry out the commercial activities of the Corporation.  It is also the interface between the Company and the customer.  The four main activities under this Directorate are: 

 The Frontline Desk Functions of New Applications, Fault Reporting, Marketing, Complaints and Query Handling, Money Collection, and handling of special/urgent customer requests. 

Billing and its associated activities of Meter Reading, Bill Delivery, Credit Management, Resolution of billing queries and Customer Account Management. 

The functions of New Services Connections, Meter Inspection and Replacement, Reduction of Non-Technical Losses. 

The development, provision and operation of Information Technology Services. 

Structure 
The Directorate consists of a Director, two Divisional Customer Service Managers - one for the Northern half of Zambia (Copperbelt, North Western, Luapula and Northern Provinces), the other for the Southern half of Zambia (Central, Eastern, Lusaka, Southern and Western Provinces), and a Senior Manager responsible for Information Technology Development and Operation in the company.