Outsourcing and Service Performance in an Urban Electricity Distribution Utility: Evidence from DESCO Customer Survey (2011) and Secondary Indicators (2013–2025)

Electricity distribution utilities in South Asia increasingly rely on outsourcing to improve service quality, reduce operating costs, and accelerate digitization. This study examines outsourcing in Dhaka Electricity Supply PLC (DESCO), using (i) a structured field survey conducted in 2011 among electricity consumers (n=430) across 12 Sales and Distribution (S&D) divisions and DESCO officers (n=32), and (ii) an update of key utility performance and financial indicators from secondary sources covering 2013–2025. The survey assessed perceived effects of outsourcing on meter reading accuracy, bill distribution timeliness, complaint handling, administrative cost reduction, and profitability. Bivariate regression/ANOVA tests indicate statistically significant associations between outsourcing and several service process outcomes, including actual meter reading (p