Success Story

Online Customer Service Management System (OCSMS) of DESCO in Live!

A comprehensive web based customer service management system is an initiative by Dhaka Electric Supply Company Ltd. (DESCO) to automate New Electricity Connection Management, Consumer Meter Order Management, Bill and Electronic Payment Management, Information Management and Customer Service Account Management.

We have automated online user registration, online application system of new connection, application tracking process, back-office approval process, load calculation, demand note issue process, SMS/E-mail notification, online help desk, video tutorial, consumer awareness program, consumer dashboard, online bill payment, pre-paid meter recharge, bill clearance certificate issue, complaint/commercial services, billing information & DESCO information etc.

OCSMS System Review Meeting

We also integrated NID database of Election commission to verify applicant’s information during online new connection application, integrated ekPay payment gateway, 05 mobile financial systems (app & USSD) and 26 bank/branches to pay application fees bill, demand note bill, commercial bill and monthly electricity bill online. The system also integrated BIDA One-Stop Service online platform to receive new connection application from different local & foreign investors.

Now more than 800 users are using the OCSMS software from their 24 Sales & Distribution Division (S&D) Offices and providing all types of customer services to their valued 13 lacs consumers online.

Since operational of the OCSMS software to till date, more than 950 crore taka has been collected against all types of bills through payment channels. About 1.5 lac new electricity connections have been given against 2 lacs applications. More than 10 thousand customer services provided against 20 thousand applications etc.


Online Customer Service Management System of DESCO