Portfolio

Online Customer Service Management System of DESCO
Online Customer Service Management System of DESCO
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.
Dhaka Electric Supply Company Limited
  • Operating System: Linux, Android, iOS
  • Application Development Tools: Java (J2EE with Spring MVC)
  • Mobile App Development Environment: Android Studio and Xcode
  • Database: Oracle 12c R2
  • Reporting Tools: BIRT
  • Browser: All Major Browsers/any html5 supported Browsers

Major Modules

New Connection Management

This module has automated the work processes of application submission for new connection (LT & HT), application re-submission for new connection, application submission for load change, application tracking, load sanction/distribution, demand note preparation & solar inspection, CMO issue and work done etc.

Information Management

This module has automated the work processes of load calculator, share holding position, corporate disclosure information, price sensitive information, share related contact, financial reports, annual reports, awareness program, video tutorials, process flows, citizen charter, service offices, acts/policies, FAQs and contact Us etc.

Bill & Payment Management

This module has automated the work processes of application fees payment for new connection, demand note fees payment for new connection, application fees payment for commercial service, material/fees payment for commercial service, monthly electricity bill payment (postpaid) and meter recharge (prepaid) etc.

Customer Service Account Management

This module has automated the work processes of load change, service drop change, meter change, meter inspection, meter test, meter shift, ownership change, tariff change, bill correction, address correction, name/mobile/e-mail correction, shutdown (DC), shutdown withdraw (RC), disconnection/reconnection, card issue, transformer rent, bill clearance, refund and account close etc.

Project Details

Dhaka Electric Supply Company Ltd. (DESCO) of Bangladesh has been providing services by giving electricity to million households, businesses and industries consumers of Dhaka City for the last 24 years. There are 24 Sales & Distribution Centers (S&D) are giving services to their valued customers.

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

The system has 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 management etc.

The system 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.

This system has installed at DESCO central data center. More than Eight hundred (800) users are using the system from their twenty four (24) Sales & Distribution Centers (S&D).

MAJOR FEATURES

  • User registration in the OCSMS web portal.
  • User account activation.
  • Application for new connection.
  • Application fees payment.
  • Demand note fees payment.
  • Submission of solar documents.
  • Submission of meter information.
  • Application receive by one point operator.
  • Verify applicant with NID database.
  • Field inspector assignment.
  • Field inspection report submission.
  • Load recommendation.
  • Load sanction/distribution.
  • Demand note preparation.
  • Demand note verification.
  • Demand note issue.
  • Meter receive from applicant/consumer.
  • Solar information receives.
  • Solar inspector assignment.
  • Solar inspection report submission.
  • Solar inspection report verification.
  • Assign meter.
  • CMO preparation.
  • CMO verification.
  • CMO issue.
  • Store work done information.
  • Work done confirmation.
  • Load calculator.
  • Share holding position.
  • Corporate disclosure information.
  • Price sensitive information.
  • Share related contact.
  • Financial reports.
  • Annual reports.
  • Awareness program.
  • Video tutorials.
  • Process flows.
  • Citizen charter.
  • Service offices.
  • Acts/Policies.
  • Contact Us.
  • Application fees for new connection & commercial service, demand note fees, Material/Fees for commercial service, monthly electricity bill (postpaid) and meter recharge (prepaid) through web application.
  • Application fees for new connection & commercial service, demand note fees, material/fees for commercial service, monthly electricity bill (postpaid) through mobile wallet (MFS).
  • Direct bank payment export tool.
  • Direct bank payment export file (in PDF/XLS/TXT).
  • Direct bank payment import tool.
  • Bank reconciliation.
  • Collection decline.
  • Application for commercial services by consumer.
  • Service request received by one-point operator.
  • Service verification/recommendation.
  • Service approval.
  • Material/fees preparation.
  • Material/fees verification.
  • Material/fees issue.
  • Assign meter.
  • CMO preparation.
  • CMO verification.
  • CMO issue.
  • Store work done information.
  • Work done confirmation.
  • DOFC/LA change for emergency service
  • Supply voltage Dip for emergency service.
  • HT consumer cable problem for emergency service.
  • Service drop burnt for emergency service.
  • Meter burnt/problem for emergency service.
Major Benefits
  • Online application for new electricity connection and S&D’s approval of all tariffs.
  • Instant consumer/applicant notification via SMS, e-mail and dashboard.
  • Easy application and demand note bill print through applicant/consumer dashboard login.
  • Tracking status of application through applicant/consumer dashboard login.
  • Easy application fees payment for new connection & commercial service, demand note fees, material/fees for commercial service, monthly electricity bill (postpaid) and meter recharge (prepaid) through web application.
  • Easy application fees payment for new connection & commercial service, demand note fees, material/fees for commercial service, monthly electricity bill (postpaid) through MFS’s and Bank.
  • Applicant verification with NID database.
  • Easy online solar information submission by applicant/consumer.
  • Easy online meter information submission by applicant/consumer.
  • Easy load distribution and demand note issue process.
  • Easy process for CMO preparation, verification and Issue.
  • Very easy load calculation by using load calculator from web portal.
  • View share holding position, corporate disclosure information, price sensitive information, share related contact, financial reports annual reports, awareness program, video tutorials, process flows, citizen charter, service offices, Acts/Policies and contact Us from web portal.
  • Online application by consumers for different commercial services.
  • Online application by consumers/any citizen for emergency services.
  • Easy approval process of different commercial services applications.
  • Easy process for CMO preparation and work done.
  • Direct bank payment export tool.
  • Direct bank payment export file (in PDF/XLS/TXT).
  • Direct bank payment import tool.
  • Bank reconciliation.
  • Collection decline
  • Easy DESCO and S&D user creation.
  • Grant necessary menu permissions according to the user’s role.
  • Easy way to change S&D user’s workplace.
  • Facility to view statistics based information at a glance to all users dashboard of DESCO and S&D.
  • System audit logs generation and view data changes of user’s activity.
  • User’s password policy setup etc.
Online Customer Service Management System

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