10th U6+ Consortium of African Universities International Conference

Nigeria's power sector continues to face significant challenges, including poor service delivery, limited transparency, delayed complaint resolution, and weak accountability mechanisms. These issues underscore the need for innovative digital solutions that enhance stakeholder engagement and improve service performance. This study presents POWERPOLICE, a web-based digital accountability platform developed to strengthen electricity service monitoring through real-time complaint reporting, customer feedback integration, and performance tracking. The platform was developed using a structured system development methodology and modern web technologies to create an integrated ecosystem that connects electricity consumers, utility providers, and regulatory agencies. Its core features include complaint registration and tracking, power outage reporting, transparency dashboards, and service performance analytics, enabling efficient communication and evidence-based decision-making among stakeholders. POWERPOLICE replaces fragmented and opaque complaint management processes with a centralized and transparent digital framework that enhances coordination, improves institutional responsiveness, and reduces operational inefficiencies. The platform also provides actionable insights that support utility providers and regulators in monitoring service quality and identifying recurring operational issues. System evaluation demonstrates improvements in accountability, response time, transparency, and user confidence in the complaint resolution process. The study contributes to the digital transformation of public service delivery by demonstrating how civic technology can strengthen governance and operational efficiency within Nigeria's electricity sector. The proposed solution also offers a scalable model for improving accountability and service delivery across other critical public infrastructure sectors.