Impact of Digital Business on Performance of Power Distribution and Supply Companies: A Case of Oman Electricity Distribution and Supply Companies (DISCOS)

Abstract

Digital business, incorporating advanced digital technologies into power distribution and supply operations, is recognized as a crucial factor in improving performance and sustainability within the energy industry. This article explores the significant impact of digital business on power distribution and supply, with specific attention to Oman Distribution Company (DISCO). The research involves an in-depth investigation into the benefits of digital technologies and the potential it offers for entrepreneurial endeavors, and in addition how it contributes to promoting sustainability. It aims to transform traditional business models, improve products, and provide better customer experiences. The main goal of this study is to evaluate the impacting of digital technologies, including Smart Metering Technology (SMT), Electronic Billing Technology (EBT), Electronic Payment Technology (EPT), and Customer Relations Management (CRM), on the performance of electricity distribution companies (DISCOS) in Oman. The research intends to investigate the relationships between these digital technology’s advantages and different aspects of DISCO performance. This study employed a descriptive-analytical approach to thoroughly describe and assess the data, allowing for a more profound comprehension of the research issue. Quantitative research techniques were selected based on the type of data collected and their effectiveness in measuring research inquiries. The investigation concentrated on 263 employees working at Oman Electricity (DISCOS) and utilized structured online questionnaires to collect data. Numerical data was evaluated using SPSS (Statistical Package for the Social Sciences) to accomplish research goals. According to the study's results, the increased efficacy of Oman Electricity DISCOS is attributed to the utilization of digital technologies like Smart Metering Technology (SMT), Electronic Billing Technology (EBT), Electronic Payment Technology (EPT), and Customer Relations Management (CRM). These digital technologies significantly enhance aspects like revenue generation, operational efficiency, employee productivity, and customer contentment. The study suggests that Oman Electricity DISCOS should focus on continue and extended utilizing digital technologies in their operations to solve their challenges based on these findings. This approach will enable DISCOS to enhance its electricity distribution and supply services, benefiting the organization and its customers.