During the pandemic, the digital revolution quickened and Manila Electric Company was at the forefront of using technology shift to improve its services.

Meralco is among the business giants which took extra efforts to increase their online presence, moving to mobile and digitizing faster with an eye to better-serving electricity users.

Recognizing this trend, Meralco embarked on a Customer-Centric and Digital Transformation journey in 2020 with a solid data-driven strategy to govern, capture, understand, and leverage data to further level up operations and customer experience.

Meralco's president and CEO Ray Espinosa had spelled out the strategic direction of the company to elevate the use of data and technology to advance its goals of delivering value to the business and providing excellent customer service.

Meralco said its data-driven strategy was designed to integrate governance, processes, and technology into an informative network across the organization.

In 2020, the governance structure was formally established which included a Data Governance Council, Data Management Working Group, and the Data Community representing different business domains across Meralco such as customer, network, and shared services.