Customer service calls handling system

摘要

Nowadays there is an increasing demand of good services from customers of electric utilities in Hong Kong. Quick response to loss of supply report and fast restoration of supply to customers would save economic loss and minimise inconvenience to customers. To handle customer trouble calls more efficiently, especially during abnormal situations, a computerised handling system is most beneficial. The author describes the functions of such a system installed by the Hong Kong Electric Co., Ltd., including customer calls input, assignment of cases to operation crew, case management and customer supply check on supply restoration. It compares this new system to its predecessor. It also discusses the future enhancement and development of the system with information being transferred from the distribution network computer and the mapping computer to the VAX computer for supply source and fault nature identification.