STEG's Digitalization Program: A Gap between Promises and Reality
The Tunisian Electricity and Gas Company (STEG) has launched its digitalization program, promising a smarter and more efficient electrical and gas network. However, many subscribers are facing difficulties in accessing their online accounts, having their meters repaired, or receiving their bills on the scheduled date. The gap between the advertised promises and the reality remains significant.
A Bumpy Transition to the New Digital Portal
The transition from the old platform to the new digital portal dedicated to STEG subscribers has not been without its setbacks. For several weeks, many customers have been struggling to access their online accounts, and most have found themselves unable to consult or pay their bills, perform self-reading, or use the usual services. The only solution for many has been to restart from scratch and re-register on the new portal, a tedious operation that requires finding the paper bill and following steps that can be frustrating, especially for Tunisians living abroad who are used to paying their bills online.
Highlighting the Persistent Gap between Ambition and Reality
This incident highlights the persistent gap between the stated ambition and reality, revealing some long-hidden weaknesses in the digitalization processes within public companies in general. It also points to another well-known problem for Tunisians: the often-insufficient internet speed, regularly criticized by users, regardless of the operators. There is much communication but few concrete results, a disappointing and bitter finding for users. However, internet speed is not the main subject of this article.
Additional Difficulties with Meter Repairs and Smart Meters
The difficulties do not stop there. Several subscribers also denounce the lack of interventions on faulty meters, particularly old models that seem to have become impossible to repair. A client, who prefers to remain anonymous, claims to have submitted a request for intervention every year for three years without receiving a response to date. In the meantime, he is forced to pay estimated bills by physically going to the agency. "How long will this last?" he wonders, lacking any information.
As for smart meters, announced for years as a major breakthrough, their deployment remains invisible on the ground. On the STEG's official website, however, the picture is much more optimistic. It mentions the "networks of the future," the Smart Grid program, and the company's digital transformation, which are supposed to improve metering, demand management, and the integration of renewable energies.
The Smart Grid Program: A Promising but Slow Reality
According to the roadmap, the first phase of the Smart Grid (2021-2024) is based on the implementation of advanced metering infrastructure (AMI system) for low and medium voltage electricity and low-pressure gas. This foundation includes "communicating" meters, a secure information system, and real-time forecasting and control tools. The subsequent phases, planned until 2030, are expected to enhance network flexibility, generalize smart meters, and introduce advanced control tools.
Basic Expectations Remain Unmet
While waiting for these announced advances, many customers are not asking for anything extraordinary. They simply want to be able to access their online account, have a faulty meter repaired, and, if possible, have the STEG agent responsible for the reading show up on the scheduled date indicated on the bill. Nothing more. For the rest, there is no need to say more.
