Digital Payment Innovation for National Utilities Provider

ndustry: Energy & Utilities 
Location: Gambia, West Africa 

Tech Partner: Xorexs Consultants   

The Challenge 
A national electricity and water provider in West Africa relied heavily on manual, in-person payment systems. This caused inefficiencies, long queues, delayed transactions, and limited access—especially in remote areas. The organization needed a digital upgrade to streamline operations, improve customer access, and reduce revenue leakage. 

Our Approach 
We were engaged to lead a full-scale digital transformation of the organization’s payment systems. Our solution was grounded in accessibility, operational efficiency, and customer convenience. 

• Developed and launched a secure web-based payment platform 

• Enabled a Point-of-Sale (POS) system via a network of authorized dealers 

• Introduced a mobile payment app to ensure 24/7 payment access from anywhere 

• Provided training and onboarding to internal teams and external vendors 

• Supported organizational change management throughout the transition
  

The Results 

• Reduced manual transactions by over 80% within the first year 

• Increased customer satisfaction due to easier, faster payment options 

• Expanded payment access to underserved rural communities 

• Improved revenue tracking and collection efficiency 

• Built internal capacity for future tech upgrades 

Client Quote 
“This initiative revolutionized how we serve our customers—making payments more convenient and helping us operate more efficiently.” 
— Senior Manager, National Utilities Provider