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PLN promises better service in the future
State-owned power firm PLN has successfully changed the perspective and process of its technical services (Yantek) for customers.
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tate-owned power firm PLN has successfully changed the perspective and process of its technical services (Yantek) for customers. The results have shown improvements based on the increasing reputation of the company and satisfaction of customers.
Through a recent transformation, Yantek’s business process has also improved. What once was complex, slow, unmonitored and inefficient, has now been digitalized to bring forth a more efficient service that can be monitored in real-time more easily.
"To serve more than 82 million customers, PLN is supported by 35,000 technical service personnel spread throughout Indonesia. The disturbance service officer needs to be managed better. Yantek officers are the front face of PLN. We will be considered a failure, or we will be considered successful in serving customers, it is in their hands,” PLN president director Darmawan Prasodjo said at a Yantek optimization event in Jakarta.
He believes the purpose of this service transformation is very important for PLN's continuity in the future and must become a new standard of customer service. In the past, many work orders or customer requests were not handled or simply slipped to the cracks, which resulted in a slow response time. There were also reports that listed the problems as resolved when in reality, it has not been completed, which angers and disappointed a lot of customers. As a result of this, the company’s image and reputation suffered greatly.
"Now, after we’ve evaluated and carried out a transformation by changing the perspective and way of working the service, PLN is able to dismantle a slow system and build faster systems and business processes. This is the digitization of customer service. The system was previously manual with a lot of human intervention and now it’s been replaced by a fast automatic digital system,” added Darmawan.
Moreover, PLN Mobile, Yantek Mobile and Virtual Command Center applications were not connected. However, they are now integrated to serve customers better and in a timelier manner. This system is reduced to units that directly serve customers and each process will be evaluated every month, which is led directly by the president director of PLN.
"Through this application, officers who previously could not be monitored for their whereabouts can now be monitored in an actual and factual manner. The speed of response of officers to customer complaints can now also be monitored in real-time. There are no scattered reports or reports that do not match what Yantek has done," he said.
PLN is also providing a digital communication space between service units and the technical service team for more effective communication that will serve customers better. Customers can also actively evaluate the attitude, courtesy and professionalism of the officers on duty.
“We want everything to be fast, and every order will be monitored — the response, the completion status — both by customers and by us in PLN management. The philosophy is similar to the app-based ride-hailing applications people use," added Darmawan.
PLN has also built a dashboard of a performance evaluation system for each technical service officer, which will be monitored by the customer service unit and the board of directors. The system will allow for better monitoring of the work of each employee.
“Now everyone can see the movement of each employee’s performance. I can find out where the complaint is and how it is followed up. Now, we have Yantek Analytics. Everyone can be monitored through their work. The hard work of our team will be rewarded. Every bad performance can be evaluated.”
PLN has also increased the commitment and capacity of its technical service officers. According to Darmawan, all PLN’s digitalization efforts and systems would be meaningless if they were not accompanied by a commitment to working seriously.
“Everything will be in vain if we don't have the same passion, which is to serve customers wholeheartedly. The digital system is a system that must be accompanied by the commitment of human resources, it must be accompanied by the capacity of human resources,” he said.
To further shows proof of PLN’s commitment to bettering its service, the company symbolically “sent back” 10 officers who had not provided performance improvements at the Yantek optimization event. These Yantek officers, who were at the bottom of the performance category, were previously evaluated and received coaching but have not shown any improvement.
“I found that there was an unresolved disturbance, but the status was completed. How do we know? Because the customer holds the key. They can report back about being satisfied or not with the team's service in the field. This can't happen again. We must have the same spirit, which is to provide the best service for the community," Darmawan said.
