The Federal Government hopes to have a budget expenditure framework projected at N12.658 trillion for the 2021 fiscal year.

This is contained in the latest Economic Outlook by the Ministry of Finance, Budget, and National Planning. The document, signed by the Minister of Finance, Budget, and National Planning, Ahmed Zainab, indicated that the figure represented a 17.2 per cent increase of the revised N10.8 trillion 2020 budget.

The aggregate revenue available for the budget for next year is projected at N7.498 trillion while the aggregate expenditure level is projected to be N12.658 trillion.

On the other hand, the aggregate expenditure is made up of Statutory Transfers of N481.41 billion, Debt Service of N3.124 trillion, and Sinking Fund of N220 billion.

Recurrent (non-debt) expenditure is also put at N5.746 trillion and Capital expenditure (exclusive of capital in Statutory Transfers) has N3.086 trillion. Of the capital expenditure, the Ministries, Department, and Agencies (MDAs) Capital is N1.485 trillion.

The ministry explained that the projections were in accordance with the governments 2021-2023 Medium-Term Expenditure Framework and Fiscal Strategy Paper.

It added that the key parameters for the 2021-23 fiscal framework were set in line with the global and domestic economic outlook.

Meanwhile, the Statutory Transfers of N481.41 billion consist of allocations to the National Judicial Council (NJC), Universal Basic Education Commission (UBEC), Niger Delta Development Commission (NDDC), National Assembly (NASS), Independent National Electoral Commission (INEC), National Human Rights Commission (NHRC), Public Complaints Commission (PCC), North East Development Commission (NEDC) and Basic Health Care Provision Fund (BHCPF).

These arms of government and agencies, the ministry said, are expected to apply the funds transferred strictly to accomplish the purposes for which they are intended.

All beneficiaries of statutory transfers were also required to provide the BOF periodic reports of the allocation and expenditure of the funds received, in compliance with the Fiscal Responsibility Act (2007).

“The N3.124 trillion in respect of Debt Service is made up of N2.183 trillion for Domestic Debt, and N940.89 billion for Foreign Debt. Additionally, N220 billion is provisioned for the Sinking Fund to retire maturing loans,” the outlook read.

It noted that the aggregate sum of N3.086 trillion, which excludes capital component of statutory transfers, has been set aside for six sundry critical capital expenditures.

They include N1.485 trillion for MDAS’ capital expenditure, N234.19 billion for Capital Supplementation, and N337.06 billion for Grants and donor-funded projects.

Others are N20 billion for Special Intervention Programme, N4335.59 billion for GOEs, and N674.11 billion for Multi-lateral and Bi-lateral Project-tied loans.

Ikeja Electric launches WhatsApp Chatbot for optimum service delivery, complaints resolution

Ikeja Electric, Nigeria’s largest power distribution company has unveiled a WhatsApp messaging solution, which offers real-time customers complaints resolution and 24-hour customer support service.

The IE WhatsApp Chatbot works like regular WhatsApp platform and enables seamless two-way communication between customer and the DisCo through the chat interface.

Ikeja Electric, while explaining the functionality, noted that through the dedicated WhatsApp Chatbot number 09088951626, customers can get their account details, check and pay bills, confirm payments, report faults, make complaints and request for prepaid meter.

In addition, customers can check supply availability, report case of energy theft or vandalism, request for new connection and get answers to Frequently Asked Questions (FAQs), among other services. Customers can also speak with Customer Care Representative via the IE WhatsApp Chatbot if required.

Speaking on the initiative, Head of Corporate Communications for Ikeja Electric, Felix Ofulue, explained that DisCo decision to deploy the service is part of its major push to deliver an optimum quality customer experience through technology.

According to him, this commitment continues to elicit a passion for service excellence and new thinking on how to empower lives and businesses across the IE network.

“IE as a business is following through with our digital transformation initiative to deliver optimal quality customer service using technology. WhatsApp on the other hand is a platform that has millions of users and huge adoption for customer resolution. Our goal is to ensure that our customers are able to reach us on WhatsApp as an easy medium of communication and to ensure we meet our target of delivering excellent service”.

He pointed out that IE has over 800,000 customers within Lagos metropolis and as a business that understands consumer’s behaviour, motivations and needs, it has become imperative to introduce the WhatsApp channel to augment other existing customer touch points.

In his words: “Our vision is to be the provider of choice wherever energy is consumed, so we are focusing on a huge adoption of technology to achieve this. This is also in line with our mantra of ‘customer first, technology now’. At the same time, we realise that a lot of our customers use WhatsApp as a preferred means of communication, so it is an obvious choice to provide it as a channel for customers to reach us seamlessly and communicate with us whenever they choose.

The WhatsApp Chatbot, which will augment its existing customer touch points, is available to receive multiple queries and promptly respond with relevant information to various customers at same time. However, customers cannot call the number since it is only reachable through WhatsApp chat.

Ofulue said introduction of the service will further optimize the Call Centre resources and also enhance customer experience as the solution is capable of personalizing conversations, this will in turn add to the value and quality of interaction.

The WhatsApp Chatbot is a product of a strategic relationship between IE and Infobip, a leading global cloud solutions provider. It is provisioned on a scalable digital cloud contact centre solution that enables businesses to deliver Omni-channel support for customers through a single interface for agents. Messaging services such as Facebook Messenger, WhatsApp, Live Chat, SMS and in-house Chabot can all be managed through the platform named Conversations.