We Have Improved Business Efficiency by Deploying Over 20 Automated Processes- Team Lead, Applications
CCD: May we meet you?
AI: My name is Abdulmalik Iliyasu. I am the Team Lead, Applications, ICT Department.
AI: I joined the company in September 2015 and have worked in the ICT Department as a Software Developer ever since.
CCD: What specifically is your responsibility in ICT?
AI: I am part of the Applications Unit and our team is responsible for developing and managing all Applications in the company.
CCD: Can you share with us some of the support the ICT Department is rendering to other Department/Units?
AI: The ICT Department has impacted every department in the company through various ways. These include e-mail, hardware support and in-house developed software which aids staff in carrying out their duties more efficiently. Almost every process is being automated by ICT.
CCD: What would you consider your Unit's achievements and ICT in general?
AI: As mentioned earlier, our team develops and manages all Applications in the company. Part of this is to sit with various departments and understand their processes, then come up with a solution that will automate their operations thereby making their work easier. I am pleased to inform you that we have automated more than 20 processes in the company in less than 3 years, which is highly remarkable.
We also initiated the Project 415 customer enumeration, which has proven to be the most effective way of enumerating our customers. The Project as you are aware is still ongoing and ICT is playing a vital role in ensuring that the Project becomes a huge success.
CCD: What would you consider as the challenging part before such achievement?
AI: The most challenging part I think is staff resistance to change, which I believe is natural. Some of these people fail to see the good side of these solutions. There is also lack of awareness. Just like I mentioned, we have automated more than twenty processes, which a lot of the Staff are not even aware of. Sometimes while interacting with some of our Staff, they tend to come up with issues without even knowing that the solutions have already been deployed by ICT. These have led to very low level of utilization.
CCD: You are one of the awardees at the Reward and Recognitions ceremony to mark the Customer Service Week. What is the secret behind your success?
AI: I think this can be attributed to persistence. No matter what obstacles you come across, you have to remain optimistic and keep pushing. Another thing is Teamwork, without teamwork you can never succeed. Whatever glory, goes to the Team.
CCD: How supportive is your Unit in tackling the issue of ATC&C losses, to the barest minimum?
AI: We have developed solutions that will definitely minimize ATC&C losses if properly utilized. Example of such solutions is the Payment Tracking App, which can be used to monitor customers' real time payment from the field. You can easily use the App to detect those customers that are enjoying electricity without paying. This will definitely go a long way in reducing collection losses if fully utilized.
I have also mentioned Project 415, which was initiated by our Department and is currently ongoing with the aim of increasing our customer base to at least one million by the time it has been concluded.
We also have issues that have to do with inaccurate billing of Maximum Demand (MD) customers, due to the traditional error prone meter reading method. This has now been solved with the launching of the in-house developed meter reading application.
The CRM Application, which has been launched by ICT, will also drastically reduce ATC&C losses if fully utilized and monitored.
CCD: Closely related to this is the issue of customers' apathy towards payment of electricity bills, energy theft and meter bypass. What is your department/unit doing in support concerning these issues?
AI: The ICT department has done so much in this regard. For example, we have the Meter Verification App, which can be used to locate those meters that have not been vending for a very long time. The application gives feedback on bypassed meters with location of customers for enforcement action.
We also have the Enforcement App, which can be used to book and track LOR cases to ensure that the company recovers her lost revenue.
On issues concerning payment, as you are aware we have simplified the payment process via various channels. Some months back customers had no option other than to come and queue to get electricity token. Now customers can pay from the comfort of their homes within seconds.
CCD: Any appeal/suggestions or advice to the Management or staff?
AI: My appeal to Management is for their support towards ensuring that all deployed Applications are fully utilized by staff. This will definitely improve the company's collection significantly.
CCD: By way of closing, what are your hobbies?
AI: I enjoy Reading about new things especially anything Technology and I love watching Premier League Football.
No comments:
Post a Comment