Qatar General Electricity and Water Corporation "KAHRAMAA" signed today an agreement with Oracle Corporation (Oracle) to implement a Customer Relationship and Billing Management System, aiming to provide a remarkable unified and comprehensive business system to enrich customer services mechanism and experience.
In KAHRAMAA’s strategic journey towards fulfilling its business objectives and attainment of the business excellence dimensions covering KAHRAMAA Vision 2030, the agreement with Oracle for deploying and implementation of a state-of-the-art Utility Billing and Customer Relationship Management and Billing System will breathe new life into customer touchpoints by creating personalized, dynamic experiences oriented towards boosting customer engagement and ensuring customer satisfaction.
The agreement was signed by KAHRAMAA President His Excellency Eng. Essa Bin Hilal Al-Kuwari, and Mr. David de Mayo, First Vice President of Oracle at KAHRAMAA’s Head Office in the presence of senior functionaries of both organizations.
This project comes within the framework of KAHRAMAA’s endeavor to achieve one of its most important goals of excellence in customer services.
It provides a unique experience throughout the customer’s journey with KAHRAMAA, starting from registration initially until the issuance of the bill and its collection. At several levels of business transactions where the system functions including KAHRAMAA website, its application for smartphones, support systems, new interfaces to provide self-services at the highest quality standards, it simplifies and felicitates procedures in accordance with international best practices to keep pace with the information revolution and the accelerating requirements of valued customers.
KAHRAMAA excels at the international level by providing a global standard in regulations and procedures. The system also reflects a unique development of smart services, which represents a fundamental change in the concept of service provision through the inclusions of dynamic programs and applications, automatic chatting tools, and data analysis to ensure responsiveness to customers' needs and their access to a unique personal experience.
In addition to it, the system will provide the latest applications at the call center and emergency offices which allows taking advantage of the capabilities of artificial intelligence, including the "Mobile Workforce Management".
The new billing system provides an integrated development of the bill issuance cycle from meter reading to bill issuance through smart applications which uses advanced technologies and programs to reduce the human interference in a way that guarantees regular billing at the highest standards of accuracy and supports the KAHRAMAA financial sustainability.
The project is a qualitative leap in the services for customers as it is a strategic tool that provides a unified window which displays all customers’ contact points with all KAHRAMAA departments and a comprehensive integrated vision around the clock. It helps KAHRAMAA to better understand the needs of its customers and taking initiatives to provide them with better services.
In addition to it, the system will be improving data quality, providing smart business executable and predictive analysis to enhance decision-making process. The total cost of the project is about QR 55 million and its implementation will take 22 months.
It is worth noting that this assignment is part of a series of projects and initiatives implemented by KAHRAMAA since the announcement of its transformation into a SMART Corporation in the framework of KAHRAMAA's long-term strategic journey towards achieving the dimensions of excellence to accomplish its vision of “By 2030 our people, assets, systems and processes will set a global benchmark for performance, technological innovation, environmental sustainability and social responsibility in electricity & water Sector.”