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The Directorate of Science, Technology and Innovation (DSTI), in partnership with the Ministry of Energy and the Electricity Distribution and Supply Authority (EDSA), has completed a two-day user testing exercise for a new WhatsApp chatbot application designed to streamline the reporting of power outages.
The exercise took place on March 26 and 27, 2026, bringing together technical teams and frontline service staff to evaluate the system’s functionality and practical application. The sessions focused on user acceptance testing, allowing participants to simulate real customer interactions and assess the chatbot’s responsiveness, message flow, and reporting accuracy.
Earlier in the month, on March 12, DSTI presented a demonstration video of the application to the Minister of Energy and ministry officials. The video, which showcases how customers can report electricity faults via the messaging platform, is expected to be aired on radio and television as part of a broader public awareness campaign.
The WhatsApp chatbot aims to simplify fault reporting and enhance communication between EDSA and its customers. By leveraging a widely used platform, the system is intended to enable quicker response times and more efficient service delivery. Officials said the initiative reflects ongoing government efforts to integrate accessible digital tools into public services, improving transparency and citizen engagement.
During the testing, DSTI project staff provided a detailed walkthrough of the application, demonstrating how users can report outages and other electricity issues through simple WhatsApp messages. They noted the platform’s ease of use for individuals familiar with basic messaging tools while emphasizing that customers who prefer traditional methods can continue to reach the call centre.
The sessions also facilitated discussions on refining message handling, strengthening response workflows, and supporting call centre staff in managing incoming reports. Feedback gathered during the process will inform final adjustments before deployment.
Officials described the completion of the demonstration and testing phases as a key milestone in the chatbot’s development. While the system has shown strong functionality and readiness, final refinements and rollout planning are ongoing ahead of its official launch.
