Ops Manager

Ops Manager is a field workforce management system that provide capabilities for process automation, operational enhancements, real-time visibility into field activities, improved customer services and revenue generation. The mobile application performs these functions:

CRO Performance Tracker: This module help map each customer to a CRO and ensure that every customer within our franchise have a corresponding CRO responsible for the monitoring, collections, bill distribution, meter reading and first-line contact with our customers. Further, the system can be used to set franchise-wide target, which are then cascaded to the regions, business hubs, service centers and to the individual CROs. Daily, the system will provide capabilities for supervisors to monitor and track the collection performance against set target for each CRO, Team Lead, Business Hub Manger, and their Supervisors.

Bill Distribution: Developed with GPS technology, this module is used to track the performance of each CRO bill distribution activities. A geotag of each customer premises is captured in the system to validate and ensure bill distribution to our customers. Historical records of successful bill distributed, and failed bill distribution with reasons are available real time to billing supervisors and managers using the application.

Disconnection and Reconnection: This module is designed to simplify the cumbersome process of disconnecting and reconnecting customers. The system will help define criterion that will be used to auto generate the list of customers to be disconnected or reconnected per each service center/business hub. Similarly, the system will generate the list of customers for reconnection after the associated fees have been paid or settled. These lists are sent daily to officials responsible for these tasks and their performance are tracked for compliancy.

Customer Validation: In order to assure the accuracy and quality of our customer database, this module is designed to validate existing customer information. Examples of validation that can be done includes checking the customer’s name, contact details, account number, meter number, tariff classification, and certifying if the customer was correctly classified as MD or NMD. Validated customer information is sent to the Billing and IT teams to update our vending and billing platforms.

New Customer Capture: There are consumers on our network that uses our energy but are not captured in our customer database. When our field monitoring teams detect these gaps, there is currently no efficient means to electronically capture such consumer on the field and forward to the Billing team. With the use of this module, the CRO can easily capture the address and coordinate of the location using the inbuilt GPS, enter basic customer information, which will be forwarded to the appropriate officials responsible for ensuring consumers are converted to customers.

Customer Evaluation: This module will assist the Revenue Protection Monitoring team to document their finding when conducting field inspections to detect meter bypass and energy thefts. Other information that can be captured in the system includes health and status of IBEDC equipment on the field, assessment of customer premises to ensure compliance with IBEDC metering requirements, loss of revenue (LOR) assessed if there was a violation, and any other actions such as disconnection carried out at the customer premises.

Meter Reading: This module is used to accurately capture postpaid customer actual consumption by ensuring that each CRO visits customer premises to capture their energy usage data. Meter readings data will be transmitted automatically to their supervisor who will vet the data captured on the system before it is transmitted to the billing department for bill production. customer database.