“The project has currently entered a new implementation stage. To make it easier for customers, an online format will soon be introduced to complete data online” says company sources
TIRANA, May 16 – CEZ Shperndarje power distribution operator is implementing a project on the accuracy of data to further improve customer service. Since July 2011, customers can fill in application forms on the accuracy of data and update of information at all CEZ Shperndarje Customer Care Centres, company officials say. The “Master Data Cleaning” project targets the update of customer information, including household, individual, business, budgetary and non-budgetary customers so that possible errors related to customers’ name, surname, address, contact details, and part of the technical data of the metering system are made accurate.
Even though initially launched as an internal project of the company with the update of distribution network information, metering system and other data facilitating the company’s operations to improve the quality of power supply, the current target is more ambitious. As part of the project’s promotion, two customers were initially randomly selected in a draw as winners of a Euro 2,500 prize.
“The project has currently entered a new implementation stage. To make it easier for customers, an online format will soon be introduced to complete data online,” say company sources.
The initiative to facilitate procedures has also been earlier launched by CEZ offering a series of online services to customers.
Under this project, CEZ Shperndarje target the update of customer database so that problems related to the distribution of bills because of addresses, names or other inaccurate data are avoided. The project also serves to avoid metering and billing problems. Part of the data will be used to notify, inform or promote novelties, changes and improvements in the services the company provides. The project will finalize with the establishment of a full and accurate database for all customers which will serve as a safe foundation for other initiatives the company might undertake to improve the quality of service.
Gentiana Hykaj, the director of CEZ Projects Office says that 10 months after the project’s launch, some 42,000 CEZ customers have filled in the data cleaning form contributing to an accurate database.
Asked about some of the difficulties encountered in the project’s implementation, she says that customers’ hesitation remains an issue.
“Many customers hesitate to fill in the data cleaning form, thinking that this might have a financial cost for them. Part of them hesitate because they are not aware of the importance of data and maybe have not been informed of the impact on the continuous update. In fact, completing the form helps to improve service for our customers,” says Mrs Hykaj.
In order for a customer’s data to be considered accurate, the name, surname and father’s name must be full and correct. An accurate physical address where the company can send the energy bill and other information material is also needed. Customers must also write down their ID card number so that people with the same name and surname are not mistaken.
“Every other contact detail such as fixed and mobile number, e-mail address would positively contribute to establishing a closer relation with them,” says the CEZ official.
