Development of an Automated Customer Service Portal for Electricity Distribution

The utility company faces challenges with manual registration of customer service documents, lengthy case processing times, and limited digital engagement options for customers. Customers need 24/7 access to service requests via multiple devices, with minimal need for physical visits or paper documentation.

A mid to large-sized utility company responsible for electricity distribution seeking to digitize customer interactions and streamline service processes.

• Achieve at least 90% of customer applications processed digitally, reducing manual paperwork and errors.
• Implement an online self-service portal enabling customers to submit applications, confirmations, and technical requests seamlessly.
• Introduce interactive features such as search-enabled application selection and an interactive calendar for appointment scheduling.
• Simplify access to application forms and reduce client effort in locating and submitting documents.
• Enable real-time monitoring and reporting of customer cases to improve operational efficiency.

• Wizard-based electronic application forms for various service requests including connection confirmation and technical servicing.
• Search functionality to quickly locate relevant application forms by keyword.
• One-click interactive calendar for selecting contact or installation dates.
• Automated document registration system to eliminate manual entries and reduce errors.
• Streamlined case tracking and reporting dashboard for internal monitoring.
• Multi-device responsive interface optimized for desktop, tablet, and mobile usage.

• Customer Database System for identity verification
• Document Management System for automated registration and archival
• Scheduling and calendar services for appointment booking
• Reporting and analytics modules

• System availability of 99.9% uptime to ensure 24/7 access
• Processing capacity to handle a high volume of concurrent applications
• Data security compliant with relevant standards to protect customer information
• Responsive performance with page load times under 3 seconds
• Scalability to support future expansion of application types and user base

By implementing the automated customer service portal, the utility company aims to process 90% of applications online, significantly reducing manual case handling errors, minimizing processing times, and enhancing customer satisfaction. Future plans include digital document exchange with suppliers, further streamlining operations and reducing operational costs.