To help us focus better on our customer relations and to improve our customer services, we launched the Integrated Business Centers (IBCs); the pilot project was based in Defence Housing Society. After experiencing remarkable success, we decided to roll out this plan in the entire city and so far a total of 8 IBCs exist and the newly established ones are starting to deliver results.
The IBCs not only improve customer relations but are also designed to improve the company’s Energy Management System. A leaner and more robust organization structure is developed for the IBC based on hiring on merit through a rigorous screening process. Processes have been revised to improve meter reading and complaint management systems. Processes have also been developed to deal with theft detection and improvement of recoveries using extensive data mining tools.
A lot of emphasis has been laid on improving the infrastructure of the company, enabling the IBCs to deliver on the expected goals. To cater to the needs of the IBCs, real estate has been customized keeping in view the needs of each of the teams operating.