It’s a mistake to believe that referees of utility concerns do have a completely leisured job. There are more and more stress disorders. There are estimations by Asklepios that there are up to 2500 annual cases of stress disorders within big utility concerns. A fact which can’t have good impacts on a branch that is situated in a massive redesign process.
What are the reasons of such a massive overload within the utility sector? According to a survey with more than 100 participants responsible for HR long and changing working hours are the main reason for mental stress.
Long and changing working hours are the main reason for mental stress within the energy industry.
Two possible ways for utility companies
Grid connections, feed-in requests, reading and changing meters are the main processes bringing several ten thousands of paper-based requests each year – that is modern energy industry.
Every request needs to be processed no matter in which form it arrives. Lot of research work needs to be done due to poor data quality, incomplete requests complicates efficient work as well.
So, there are two possible ways for utility companies.
- Reduce workload
- Get more employees
No company can afford simply getting that much additional employees that would be necessary. The workload can’t be reduced neither as everything is about customers that need connections for power, gas and water. So, the only possible opportunity is to increase efficiency to faster handle the existing workload to save valueable working hours and relieve employees.
iTiZZiMO focusses on the utility environment and developed Smart Web Portals to seamlessly digitize the most important processes for utilites from one end to the other. We present how application processing looks like with and without digital support.
That’s how it looks handling the same tasks differently
We show how the process of grid connection looks like when done conventionally (left) and with digital support by smart web portals (right).
Prospect downloads the request PDF, fills out the form and sends it back to the utility company.
The prospect visits the web-based portal and registers himself with address data and e-mail address and allocates an individual password.
After logging in the prospect fills out the request. Help-texts and address validation support him.
A referee gets the request – as one of many ones. In most cases there are mistakes or missing documents, so the referee has to confer with the petitioner.
The information automatically is transferred into the SAP system of the utility company. As the request is about a standard power connection the offer can be send by the system itself.
Data manually is transferred into the SAP system. Approval and offer are next steps.
The customer can accept the offer within the portal by using digital signature. The other possibility is to traditionally send the signed offer postally.
The offer is created and send postally.
The changed status, from offer to accepted order, is reported back into SAP manually or via a standardized and bidirectional interface. The request for startup is generated automatically and is assigned to an installer company. By using the integrated smart installation management only companies with a valid concession can be chosen.
The customer sets some desired dates for startup within the portal. The installer confirms one date.
The offer is accepted by signing it and sending it back. The startup process needs to be initiated manually within SAP.
Using his tablet, the installer has an overview about all open orders. The application also includes the function of route planning to optimize order processing.
The order is sent to an installer nearby. He sets an appointment for meter installation.
The meter is installed. During the installation of the meter the installer documents his workflow via tablet or smartphone. All data are transferred into SAP automatically.
Using his log-in data the customer enters the web portal and the new area for regular customers. Here he can manage his contract data.
During the appointment the installer notes down all data on paper. After the appointment he manually transfers the data into the SAP system.
Während ohne Netzportal noch immer gearbeitet wird, ist der Interessent durch die Nutzung des Netzportal inzwischen zum zufriedenen Bestandskunden geworden.
While there is a lot of work left to be done when handling the process conventionally, the prospect already has become an existing and satisfied customer due to the Smart Web Portal.
The customer receives a welcome letter including the hint to register himself within the online portal.
The customer wants to change the anticipatory payment and therefore registers himself within the online portal. After having filled in his address data and receives a login to manage his data.
An employee of the utility company gets informed about the changes and updates the data in SAP.
Smart Web Portals stop the paper-warfare and wards off the risks of burnouts.
This can be achieved due to increased efficiency up to 70% with digitized processes, automation and system connection. Thanks to modular construction Smart Web Portals supports within these processes:
- General power supply
- Feed-in requests and registration
- Meter management