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Jakarta Post
Jakarta Post
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DKI Jakarta, Indonesia
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PLN improves 123 call center

Mon, September 12 2011 | 08:00 am

JAKARTA: State electricity firm PT PLN is improving its 123 call center from being merely an information call center to also accepting requests for new installations, power changes and temporary connections.

All PLN offices in Java and Bali have been set to receive the requests as of August through the 123 call center. Customers using cellular phones need to add code areas where they reside to contact the call center, PLN said a statement.

With this additional service, customers no longer need to go to PLN offices to apply and pay for any of the three requests. Payments can be made through ATMs at various banks. The system is aimed at eradicating scalping practices and illegal fees that customers have to pay to get electricity.

PLN senior communications manager, Bambang Dwiyanto, said PLN has cooperated with around 40 banks, such as BCA, Mandiri, Bukopin, BNI, BRI and Permata, for the payments. He said that PLN will expand the virtual service nationwide by the end of this year.

“We are preparing infrastructure for national implementation, including centralized services application,” Bambang told The Jakarta Post on Sunday.

“We need the application so that the central call center can order its branches to fulfill customers’ requests and record which requests are already accomplished. If there are waiting requests, the central call center can check them and reprimand the respective unit.”

Bambang revealed that only a few people have used call center 123 to register electricity changes and installations since its implementation in August.

“There were about 400,000 requests for new electricity installations, power changes and temporary electricity installations in Java and Bali in August. Only three percent of these were registered through the call center,” he said.

He said that the low response to the call center was because PLN had not yet done a massive launch, adding that the company plans to launch the call center on the national electricity day in October.

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