eBOK of the modern resident!
MPGK Chełm: remote service for 19 thousand customers thanks to modern eBOK
The Municipal Public Utilities Company in Chełm (MPGK Chełm) is a public utility company performing tasks for the benefit of the city of Chełm, its residents and adjacent municipalities. It deals with, among other things, water collection, treatment and distribution; sewage collection and treatment; collection, transportation and processing of municipal waste; and maintenance of cleanliness and order in the city.
Providing customers with remote communication with MPGK Chełm during the pandemic
In view of the nationwide pandemic situation, and the impossibility of personal contact with MPGK Chełm, the company's authorities were keen to maintain communication with their customers at the current high level. Their goal was to transfer service to an electronic platform that would allow remote access to record information, electronic submission of applications and cases, and transfer of invoices. Therefore, in 2020 the company decided to implement a modern system for online customer service (eBOK). Many years of cooperation and the high quality of IT tools made MPGK Chełm choose Asseco Data Systems, the leader in solutions for local government administration in Poland, to implement the project.
Implementation of a modern system for online customer service (eBOK)
The project began in August 2020 with a thorough determination of MPGK Chełm's business requirements. It involved the implementation of the eBOK system and a comprehensive upgrade of Kom-Media's billing software to adapt the solution to new tasks. It included migration of the currently operating solution to a modern IT environment while increasing the level of security of its operation. In addition, the billing system was upgraded to a new version, enabling it to work with an electronic customer service desk.
In addition, Asseco Data Systems implemented the functionality of handling e-Invoices, which allowed the reduction of paper document circulation and more efficient billing. The GDPR regulations and clause on data processing were developed and implemented in the eBOK system, along with comprehensive information on where the data is stored and how it is used by MPGK Chełm. As part of the project, the types of requests that a payer can submit through the system for online customer service were analysed and determined.
The implementation also included the adaptation of the Online Customer Service Desk to the image requirements in force at MPGK Chełm, including, among other things, the colour scheme of the new solution and logo. Training workshops were conducted for key operators on behalf of MPGK Chełm and operators of the eBOK system.
The biggest challenge with this project was the period in which it was implemented. Due to the Covid-19 pandemic, the analysis, configuration and implementation of the eBOK took place remotely. However, this did not disrupt the workflow, which was carried out in a very short time. The implementation of the eBOK system took just two months, and the entire project was completed as early as December 2020, just five months after it began. Five ADS specialists were responsible for its implementation, responding on an ongoing basis to the needs and expectations of MPGK Chełm.
Automation and digitisation of communication and resident service processes
The implementation of the eBOK module at MPGK Chełm has helped improve communication with customers. It has provided them with efficient access to e-Services and the ability to handle many matters remotely, without having to visit MPGK Chełm in person. Through the Online Customer Service Desk, they have quick access to information, so they can check, among other things, concluded contracts, issued invoices and meter reading history in one place.
The implementation of the project reduced paper document workflow, which not only streamlined logistics, but also translated into a reduction of costs associated with, among other things, traditional invoice mailing. It also significantly improved the comfort and efficiency of MPGK Chelm employees.
The implementation of the eBOK system has ensured the automation and digitisation of traditionally implemented processes. This allowed MPGK Chełm to reduce the time and costs associated with communication and service to residents. By implementing paperless solutions, the company significantly improved the quality of services provided to customers.
- Customer requirements identification.
- Preparing the test environment.
- Kom-Media system update and workflow.
- Installation and configuration of the eBOK system.
- Training and workshops for users.
- Launching the production environment.
- 2 months the time it took to implement the eBOK system
- 5 months the time it took to implement the entire project
- 5 the number of people responsible for implementation
- 5 the number of trained users of the system
- 19k the number of residents that gained access to eBOK
'The pandemic has reduced face-to-face contacts and changed the way we handle many everyday matters. It became clear to us that in order to meet the expectations of our customers, we needed to put a tool in their hands that would allow remote contacts. Modernisation of the existing system and introduction of an online customer service desk answered our needs. It is a solution that perfectly fulfills the goal of streamlining communication, which additionally brings many benefits that optimise cooperation between the company and our customers, allowing for quick contact.'
Tomasz Pomiankiewicz, Chairman of the Board, Municipal Public Utilities Company in Chełm
'As part of the project implemented for MPGK in Chełm, new solutions have been implemented that significantly improve the level of customer service. Currently, through the Onlie Customer Service Desk (eBOK), each customer has the ability to remotely view the data that form the basis for his billing, as well as to control and verify the compliance of electronically transmitted readings from metering devices. The eBOK system provides quantitative and cost analysis of the utilities consumed, which translates into more effective acting for the environment, such as paying attention to water saving. In addition, customers can make various types of requests online regarding the services provided and follow-up on an ongoing basis.'
Robert Walicki, Director of the Municipal Solutions Division at Asseco Data Systems