To help us focus better on our customer relations and to improve our customer services, we have recently launched the Umeed Zone programme; the pilot project is based in Defence Housing Society. After experiencing remarkable success, we decided to roll out this plan in the entire city.
The objective of this programme is to establish an Integrated Business Centre (IBC). The pilot project has helped us achieve the quality of services provided, through quick and effective response to high level of acceptance.
The Defence (IBC) was created by combining the Defence Maintenance Centre and the four Defence Business Operating Centres into one centre, the IBC. The centre serves 80,000 customers and 107 of our expertly trained employees working at the centre.
The IBC covers customers from various parts of the city including low-income areas such as Gizri, Akhtar Colony, Qauyumabad, T&T Colony and Hazara Colony.
The centre has three departments, Customer Care, Customer Accounts and Revenue Protection and Recovery.
With this new approach we have been able to make the process of responding to customer complaints more efficient. We have streamlined the billing process and improved our revenue collection - a problem that the company has been facing for years.
IBC has been replicated in other parts of Karachi and there are plans to launch more business centres within year 2009/10 .
