KPLC upgrades its customer management systems

Last Updated 9 years ago by Kenya Engineer

The Kenya Power and Lighting Company (KPLC) has set out to deliver a better user experience to Kenyans through the implementation of a new Integrated Customer Management System (InCMS). This new system will replace the aged ICS which is based on an aging platform implemented in 1997 when their customer base was only 350,000. “This old system is obsolete and cannot accommodate the current company growth rate and the new customer base of 5.8 million users, real time,” Said Eng. John Wekesa, the Chief Engineer at KPLC in charge of rolling out the new system. 

This year, 2017 marks 20 years since the implementation of the legacy ICS. The challenges associated with this old ICS include; the security of the system is not as per best practices; the system is overstretched with users demanding for improvements leading to ad-hoc modifications; inefficient ability for integration to third-party systems; lack of self-service options to customers; inability to tackle big data;  lack of integration of social media; lack of mobility tools to enhance efficient discharge of field duties and  a lack of comprehensive reporting tools for analytics in tune with the changing times and increased business challenges.

“We launched the customer management system pilot in Roysambu area of Nairobi on 2nd May 2017 comprising of approximately 215,000 customers. Upon successful conclusion of the pilot, the national rollout will be done in two phases in September and November 2017” He added.   The features of the new system include; a web-based self-service virtual office for customers; mobility solution for meter reading; workforce management including service orders and mobility application; full support for social media integration; mobile virtual office application for android; self-service kiosks; corporate accounts functionality available in the self-service module; real-time payment through agencies; debit and credit Card payment; and an enhanced system security.

This new system will both optimize operations by KPLC staff and the quality of service to customers. Kenya Power customers should expect a customer focused approach from KPLC once the InCMS comes online. There will be real-time payment through agencies and the customers will be able to pay their bills through Debit and Credit Cards, unlike the current regime. The web-based self-service virtual office will be available changing how customers interact with KPLC. An android application has been developed for users to improve the user experience.  Besides these, there will be self-service kiosks at strategic locations for use by customers. The state of the art system will have a Web Client for end users, with the business Processes based on user-configurable rules encouraging increased user control and reduced dependency on the IT Team or service Provider.

KPLC will get to better manage its workforce through the InCMS. The system incorporates a mobility solution for meter reading. It also has a workforce management system including service orders, mobility application that leverages on a fully updated KP GIS/FDB Geographical Information System. When an incident occurs, the command center can locate the field workforce real time enabling instant response. The system also manages field activities, optimally scheduling and dispatching the workforce. Besides giving real-time alerts and insights it will also generate reports and analysis. The mobility support will help to reduce travel times for on-the-field crew. The system has the ability for materials management and follow-up for assets traceability.

A customer management system manages company business efficiently and creates customer value. This new InCMS promises a lot of capabilities for KPLC in managing their workforce, gathering and managing big data, customers now wait to see if it will result in fewer blackouts.