Nationwide Transformation: Elevating Digital Services and Asset Reliability

In a bid to overcome operational hurdles affecting service efficiency and asset management, the client, a public sector utilities entity, enlisted Intertec’s expertise for a comprehensive overhaul. Intertec orchestrated a transformative solution, optimizing workflows, digitizing services, and refining asset management strategies. The result: improved response times, streamlined service center operations, cost savings in pump maintenance, and enhanced asset reliability. This collaborative effort propelled the client towards operational excellence and elevated service standards.

Business Problem

The client encountered several business challenges, including delays in request fulfillment due to manual processes and a limited 6-hour service window, resulting in long queues. Data interpretation was complicated by diverse systems and data structures, and the absence of a centralized asset management platform. These issues impeded the measurement of contractor effectiveness and efficiency, as well as tracking asset availability and lifespan.

How Intertec Helped

Intertec provided a comprehensive solution to address these challenges, encompassing business process re-engineering, digitalization of customer services, and advanced asset management. Our key interventions included:

• Business Process Re-engineering and User Experience Design: Streamlined workflows and improved user interfaces to enhance efficiency and user satisfaction.
• Digitalization of customer services: Implemented portals, apps, virtual agents, and business process automation to facilitate seamless and efficient customer interactions.
• Asset performance management: Optimized the management of linear and facility assets to ensure better performance and reliability.
• Integration with Oracle CC&B and other entities: Enabled seamless data exchange and collaboration by integrating systems with Oracle Customer Care and Billing (CC&B) and other governmental bodies.
• Mobile workforce management: Developed tools to measure and enhance contractor performance through real-time data and analytics.
• IoT and ML for Water Pumps: Implemented IoT and ML technologies to predict and prevent water pump failures, ensuring continuous and reliable service.

Business Outcomes Delivered

Our solutions yielded significant business outcomes for the client, enhancing efficiency and service quality. The key results include:

• Improved customer response and service availability with a 60% reduction in response time and 24/7 services.
• Achieving operational efficiency by reducing the number of planned customer service centers by 50%.
• Significant cost reduction by saving 6% on water pump operating costs.
• Enhanced asset reliability by over 30%.