Process redesign connections at a distribution system operator
The project aimed to optimize the “Connections” process (new connections, changes to connections, etc.) of utilities to improve customer satisfaction while reducing the operational cost associated with this process.
“We supported in process and business analysis, project management and the full supervision of the implementation by the system integrator.”
Methis Consulting performed several activities:
- Business analysis of the current process: interviews with executives, observation of operations in the field and in administrative services, organization of workshops with technicians, back-office staff, contact center staff to determine and evaluate current pain points.
- Defining the vision for the new process: facilitating workshops with the board and management to draw out the high level solution and guiding principles and preparing a business case for the implementation of the solution.
- Detailed description of the new processes, including the requirements towards the supporting ICT systems (functional analysis).
- Supervising the implementation: coordinating user tests, change management, post go-live support.
The result was higher customer satisfaction due to the possibility to request the connection online, get a quote and plan the works immediately (“one-stop-shop principle”). In addition, a shorter lead time between request and execution of the works was realized and a better information flow was set up for the customers (file status, preparatory works, etc). Finally, there were significant savings on the operational costs thanks to extensive automation.
