By KARNJANA KARNJANATAWE
BANGKOK, Thailand, Nov 15, 2000 (Bangkok Post)The Metropolitan Electricity Authority (MEA) is aiming for higher customer satisfaction after spending around one billion baht to develop its geographic information system (GIS) and call centre. The organisation also plans to invest a further 120 million baht in a customer service system (CSS) next year.
According to Sub Lt Sodsri Pornprasith, the MEA assistant governor, the GIS system will help MEA locate household and corporate locations in need of electricity and service more easily and more accurately. It increases efficiency, she said, adding that the call centre would also help to raise customer satisfaction.
Starting in 1994, the MEA has been working with the Land Department to use its Global Positioning System (GPS) facility to plot a map of Bangkok, Nontaburi and Samutprakarn.
Using the information, the GIS can show details such as the size of buildings, distance between each electricity post or the type of transformer in use. The ratio of the map is 1:1000 and it is also linked to the call centre system to help locate customers in need of MEA’s service.
The call centre offers 24-hour support to the public and was launched in February with the 1130 telephone number.
An upgraded service uses web-based applications so that its 20 agents can identify a caller by their telephone number. Customers can call to ask for bill information, to report electricity problems or to ask for other services from MEA. Pleedej Bongsawad, director of the computer planning and technology division, said MEA also offered services and advice relating to electrical devices, such as installation and service of air conditioners. A high-speed (622Mbps) fiber-optic LAN links its headquarters in Ploenchit Road. ATM links of 155 Mbps are used to connect its 14 branches.
In future, MEA has plans for web-based customer support, including. e-billing and e-payment services next year.
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