Optimization of Collection Efficiency and Process of the Magalang Area Office Branch of Pampanga I Electric Cooperative, Inc. (Pelco 1)
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This study investigated the current challenges and opportunities within the payment collection process at PELCO 1 based on qualitative and quantitative data from participant responses. Key themes identified include unreliable payment systems, inadequate customer service, limited payment options, and physical infrastructure constraints. Participants expressed a strong preference for enhanced digital communication, automated overdue notifications, and flexible payment plans to better manage financial obligations. The findings emphasize the need for improved training and resources for employees to enhance customer interactions. This study provided actionable recommendations aimed at streamlining payment processes increasing customer satisfaction, and fostering a more efficient operational framework. By addressing these identified challenges PELCO 1 can significantly enhance the customer experience and operational effectiveness.
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