JMS

CUSTOMER CALL CENTER
EVOLUTION IN JOHOR,
MALAYSIA
OUTPUTS OF THE PRESENTATION
The complaints scenarios before the
formation of Operation Center.
Formation of Operation Center
Chronological events in the development
of the Operation Center.
Stages of
developments of the
Operation Center.
Vision of SAJ Info Center ( SAJIC)
BACKGROUND
State of Johor
TRANSFORMATION OF JOHOR
WATER SUPPLY
New Regime Migration
September 2009
Syarikat Air Johor
Sdn. Bhd.
Jab Bekalan Air
Johor
JKR
Bekalan Air
Before 1989
Jan 1989
Feb 1994
March 2000
REGULATORY STRUCTURE
Water Treatment
Operators
Regulator
Distributor
• SAJ Holdings Sdn Bhd
(SAJ)- also supply
treated water
• Equiventures Sdn Bhd
Regulate
Distribute
treated water
(“ESB”)
• Expire June 2012
• Southern Water Corp.
Sdn Bhd (“SWC”)
• Expire June 2014
Pay bill
Lease immovable
assets
Pay Lease
Charges
• Public Utility Board,
Singapore (“PUB”)
Customers
OPERATIONAL RESPONSIBILITY
From Source to Tap
SAJ Holdings is involved in the full cycle of a drinking water
supply system from sourcing of raw water, treatment and
distribution of treated water to consumers right up to billing
and collection.
State Regulatory
Water
Catchments Area
River Intake or
Impound Reservoir
Water Treatment
Plant
Distribution System
Customers
AS AT DECEMBER 2011:
 Customer Facts:
 Population served
 Number of Customers:
 Revenue
 % of population serviced
 Service provided
3.3 Million
964,610
RM 60 million / month
99.7%
24 x 7
 System Facts:
 Nos. of Water Treatment Plant
 Treatment Capacity
 Production
 Length of Pipelines
 Active Reservoirs
 Reliability – non revenue percent
44 nos. (excl. PUB)
1,826 Mld (excl PUB)
1,498 Mld
19,800 km
560 nos.
29.18%
HEADCOUNT
Employment
Category
Headcount
Dec 2011
Management
89
Executive
176
Non Executive
TOTAL
1,645
1,910
CUSTOMER CALL CENTRE
THE EVOLUTION
STAGES OF EVOLUTIONS
Stage 1 – The Formation.
Stage 2 – Call Management System.
Stage 3 – The Introduction Of Job Management
System (JMS).
Stage 4 – Innovation And Rebranding.
The Introduction Of SAJ Info Center
( SAJIC ).
Stage 5 – The Comprehensive And Integrated
Complaint Management System.
THE FORMATION
LIVE BEFORE OPERATION CENTER
Decentralization complaint management.
Poor records and data complaint
management.
Cannot measure the performance.
Limited access to complaint.
Wrong mindset.
Customer dissatisfaction.
Information handicapped
FORMATION OF OPERATION
CENTER
Operation Center was formed in 1 October 1999.
Its was 24 hour Operation Center to serve as
customer service center to receive feedback and
complaints from customer.
In conjunction with SAJH Operation Center,
Maintenance Depots are set up in strategic locations
to provide faster respond time. The depots will also
be linked to the network department and the CPD for
better control and centralised procurement.
FORMATION OF OPERATION
CENTER
Job Management System (JMS) has provided
us with the means to manage the workflow
of our business much more effectively than
ever before. JMS enable us to track all work
generated from customers call, from the
moment we received calls up to closure of
work.
Complaints from all over Johor
concentrated to the Call Center in
SAJH Johor
COMPLAINT MANAGEMENT
Members of the
Public
Call Center
Mode of communication
Complaint diverted to various
Depots in the district from the Call
Center in SAJH Johor
COMPLAINT MANAGEMENT
Maintenance
Depot
Call Center
Mode of communication
OPERATION CENTER - how it works
CUSTOMER
COMPLAINT
Log-in calls
and assess
situation for
further action
OPERATION
CENTER
CREW AT WORK
Customer (eg from Batu
Pahat) call Operation
Center (HQ) to lodge
complaint. With every
complaint customer will
receive a “report number”
for future reference.
Instruct Depot (Batu
Pahat) to take action
Inform Operation Center
once problem resolved
(closed case)
Depot
instruct
crew to do
work
DEPOT
Inform Depot
once problem
resolved
(closed case)
EARLY PARADIGM
Only to resolve issues in the network
department.
Issues pertaining complaints on pipe
bursts, leaks and no water.
Monitoring, tracking and resolving
complaints.
Reporting
OPERATION CENTRE - INITIAL
OBJECTIVES
To provide an efficient, fair and accessible
mechanism for resolving customer
complaints.
To increase the level of customer
satisfaction.
To monitor complaints effectively in
order to improve quality services.
STAFFING
Staffs were selected among the meter
readers, clerks, water treatment plant
operators, crews.
Willingness to come forward.
Experience in water supply system.
Knowledge on policies and procedures
of the company.
FACILITIES
Computers.
Telephone lines and fax machine.
Photocopy machine.
Bulletin board or white board.
Trunk radio.
PARADIGM SHIFT
The customer complaints are the feedback
to the company of its products and
services. Hence, complaints should be
viewed in a positive light and effective
complaint management should be integral
part of business operation and strategy
rather than a low priority task given to
those customer service people, as is
common in most companies.
LAUNCHING OF OPERATION CENTER
VISIT TO THE OPERATION CENTER
OPERATION CENTER 07 2224222
TYPE OF CALL
Enquiry
3%
Billing
2%
Quality
1%
Low Pressure
4%
Meter
7%
Distruption
13%
Leakage
70%
PIONEER STAFF 1st. OCTOBER 1999
OPERATION CENTRE DURING AN EARLY YEAR
OF OPERATION
OPERATION CENTRE DURING AN EARLY YEAR
OF OPERATION
CALL MANAGEMENT SYSTEM
TOLL FREE LINE 1-800-88-7474
SAJH launched a toll free line to enhance
communication with customers and improve service
level.
The event was officiated by the Director of Johor
Economic Planning Unit, Yang Berbahagia Dato’
Sheikh A Hardy Ahmad.
The launching took place on the 23 October 2003.
LAUNCHING TOLL FREE LINE
1-800-88-7474
JOB MANAGEMENT SYSTEM
( JMS )
JMS
The initial development of the JMS software programmed
was done in house.
An online database system developed as a tool used in
managing works & complaints
JMS incorporate a number of features which facilitates data
entry and allows a more effective analysis of the data we
have available.
JMS allows job assignments through SMS and pipe burst
analysis to be monitored and attended to.
JMS
A communication network with computer interface linking
Operation Centre to all SAJH’s regional depots.
Each Complaint lodged into the system will be assigned
with a unique reference number for easy monitoring and
retrieving.
Tool for measuring Key Performance Index through
customize reports.
Allow the establishment of a comprehensive information
bank by logging all complaints and enquiries for the
purpose of evaluation, planning and decision-making.
EVOLUTION OF JMS
• JMS Version 1.00 (Start on 1999)
• In-house developed using
Microsoft Access database
• Centralized update
• Jobs are created at OC level;
district will fax job sheet for update
in HQ
JMS Version 2.00
(Until 31 October 2002)
•Add more details on job sheet
•Developed in Web based
•Still centralized update
•Extended to Network Planner and
Customer Service (decentralized
update on jobs)
EVOLUTION OF JMS
JMS Version 3.00
(1 November 2002 – 2 March
2004)
•Add Forms for Minor Leak in
details
•Introduce SMS feature which
allows notification of jobs to
technician
JMS Version 3.10
(2 March 2004 – 3 January
2005)
•Switch Database
•Production user is included
in receiving work order
EVOLUTION OF JMS
JMS Version 3.10
(3 January 2005 – 1
April 2006)
•Switch Database
JMS Version 4.00
(1 April 2006 – 1 October 2007)
•Complaint job will be open and close by SAJIC.
•Plan job will be open and close by work planner
by each district.
•Add notice for customer for distribution.
•Open by work planner, approved by PO and close
notice by SAJIC.
EVOLUTION OF JMS
JMS Version 4.00
(1 October 2007 – 1
January 2009)
•Switch Database
JMS Version 4.00
(1 January 2009 – 1 July
2009)
•Switch Database
EVOLUTION OF JMS
JMS Version 5.00
(1 July 2009 – 4 January
2011)
•Major changes on job
sheet
JMS Version 5.00
(4 January 2011 –
1 March 2012)
•Upgrade New Server
SNAPSHOTS
RAISING COMPLAINT ACCORDING TO RESPECTIVE REGION
SNAPSHOTS
SELECTING TYPE OF COMPLAINT & FILLING UP NECESSARY INFO
SNAPSHOTS
CURRENT COMPLAINTS VIEWED BY WORKS PLANNER AT THE REGIONAL DEPOT
SNAPSHOTS
JOB ASSIGNING
SNAPSHOTS
EXTRACTING REPORT FROM JMS
SNAPSHOTS
MONTHLY PIPE BURST REPORT
SNAPSHOTS
MONTHLY REPORT ON COMPLAINTS RAISED
INNOVATION AND REBRANDING
SAJ INFO CENTER- SAJIC
21 OCTOBER 2008
From OPERATION CENTER
CENTER.
THREE MAIN COMPONENTS
COMPLAINTS
SERVICE
INFORMATION
to
INFORMATION
SAJIC
• TOLL FREE LINE 1800-88-7474
• SMS
019 772 7474
• EMAIL
[email protected]
• WEBSITE
www.saj.com.my
LAUNCHING OF SAJIC
OUR NEW LOCATION AND NEW OUTLOOK
OUR NEW LOCATION AND NEW OUTLOOK
MONITORING SYSTEM
No of Incidences 'Out of band' at SAJ Reservoir
No of Incidences 'Out of band' at SAJ Reservoir
P P4 (d)
No of Incidences 'Out of band' at SAJ Reservoir
EMAIL
[email protected]
NUMBERS OF EMAIL RECEIVED
2009
250
2010
2011
200
150
100
50
0
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
2009
43
45
61
55
45
64
77
42
53
72
65
75
2010
124
103
166
157
149
120
110
89
96
106
151
123
2011
131
123
160
201
169
191
187
198
213
205
193
188
SMS
019-7727474
NUMBERS OF SMS RECEIVED
2009
2010
2011
2500
2000
1500
1000
500
0
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
2009
315
578
563
483
562
434
233
523
461
553
604
522
2010
678
932
1710
958
882
1019
1029
942
929
998
1478
1282
2011
1718
1838
1459
1800
1566
1538
1492
1660
1516
1650
2065
1643
COMPREHENSIVE COMPLAINT
MANAGEMENT SYSTEM
Complaint Handling Procedure
SOURCE VS CHANNEL – THE CONCEPT
Calls
Letter / fax
Customer
Service Dept.
Agency
Counter
Email
SMS
Corporate
Comm. Dept
Info Center
In-person
Dialog
Media
Other Dept.
Individual
Complaint Handling Procedure
Feedback /
Calls
Letter / fax
Email
Correspondence
SOURCE VS CHANNEL – THE CONCEPT
SMS
In-person
Info Center
Customer
Service Dept.
Corporate
Comm. Dept
Other Dept.
Media
Dialog
Individual.
REPORTING
STATISTIC OF CALLS RECEIVED
BY SAJ INFO CENTER
Total
CY 2010
Average
CY 2010
Total
CY 2011
Average
CY 2011
Variance
Average
Total Call Offered
189,759
15,813
212,439
17,703
1,890
(+11.95%)
Total Answered
162,974
13,581
191,908
15,992
2,411
(+17.75%)
Total Abandoned
26,785
2,232
20,531
1,711
-521 (-23.34%)
i) Abandoned
ii) Q-Abandoned
1,562
25,223
130
2,102
1,290
19,241
108
1,603
-22 (-16.92%)
-499 (-23.74%)
Description of Item
NOTE:-
Q-Abandoned: Caller in the IVR environment. Caller drop the line due to lines to agents are busy or other own
reasons.
Abandoned: Caller pass through IVR stage and wait for call agent to pick-up the line. While ringing, caller dropped the
line due to own reason or the agent dropped the phone call due to still in process of updating previous report.
CALLS FROM 1999 TO 2011
P2.c(ii)-No of Breakdown Incidences Causing Supply Disruption.
410
TARGET
BURSTS
: <12 nos /100km/half year
: 11.90 nos/100km/half year
400
390
380
370
360
350
340
Jul 11
Aug 11
Sep 11
Okt 11
Nov 11
Dis 11
Target
388
388
388
388
388
388
Burst
401
376
396
375
394
365
390
C1 c(i)-Supply Continuity
PIPE BURSTS REPAIR WITHIN 18 HOURS ( <200MM)
BURSTS
: 99.50% ( 2,138 ) nos
WITHIN 18 HOURS : 99.95% ( 2,137 ) nos
100.05%
100.00%
380
99.95%
370
99.90%
360
99.85%
99.80%
350
99.75%
340
99.70%
330
99.65%
320
310
99.60%
Jul 11
Aug 11
Sep 11
Okt 11
Nov 11
Dis 11
Burst
376
335
352
353
377
345
Within 18hrs
376
335
352
352
377
345
100.00%
100.00%
100.00%
99.72%
100.00%
100.00%
%
99.55%
50
C1 c(ii)-Supply Continuity
PIPE BURSTS REPAIR WITHIN 36HOURS ( >200MM)
BURSTS
: 99.50% ( 169 ) nos
WITHIN 36 HOURS : 99.41% ( 168 ) nos
100.50%
45
100.00%
40
99.50%
35
99.00%
30
25
98.50%
20
98.00%
15
97.50%
10
97.00%
5
0
Jul 11
Aug 11
Sep 11
Okt 11
Nov 11
Dis 11
Bursts
25
41
44
22
17
20
Within 36hrs
25
41
43
22
17
20
100.00%
100.00%
97.73%
100.00%
100.00%
100.00%
%
96.50%
45
C1 c(iii)-Supply Continuity
MINOR LEAKS REPAIR WITHIN 24 HOURS ( Affecting customer supply )
LEAKS
: 99.00% ( 107 ) nos
WITHIN 24 HOURS : 100% ( 107 ) nos
120.00%
40
100.00%
35
30
80.00%
25
60.00%
20
15
40.00%
10
20.00%
5
0
Jul 11
Aug 11
Sep 11
Okt 11
Nov 11
Dis 11
Leaks
10
39
21
10
13
14
Within 24hrs
10
39
21
10
13
14
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
%
0.00%
4500
C1 c(iv)-Supply Continuity
MINOR LEAKS REPAIR WITHIN 48 HOURS ( not affecting customer supply )
LEAKS
: 99.00 % ( 25,195 ) nos
WITHIN 48 HOURS : 99.99% ( 25,192 ) nos
100.01%
100.00%
4400
100.00%
4300
99.99%
4200
99.99%
4100
99.98%
4000
99.98%
3900
99.97%
3800
3700
99.97%
Jul 11
Aug 11
Sep 11
Okt 11
Nov 11
Dis 11
Leaks
4438
4072
4385
4228
4098
3974
Within 48hrs
4438
4072
4384
4227
4097
3974
100.00%
100.00%
99.98%
99.98%
99.98%
100.00%
%
99.96%
KPI & BENCHMARKING
Achievement
Performance
Measures
KPIs
Base year
2008
FY 2012
Target
96%
97%
98.65%
99.72%
99.77%
99.33%
99.54%
99.61%
Tba
97%
99.82%
99.81%
99.92%
99.94%
99.94%
99.91%
90%
92%
89.0%
100%
99.99%
100%
100%
99.99%
Jan - Mar Apr - Jun Jul - Sep Oct - Dec
Jan - Dec 2011
FY2010
2011
2011
2011
2011
(Overall)
(Q1 CY11) (Q2 CY11) (Q3 CY11) (Q4 CY11)
CS1 : Response time to
complaints
a) Billing Complaints:
-% responded within
3 working days
Water
supply
Complaints
b) Response to
Complaints:
- % complaints
meaningfully responded
within 5 working days
c) Telephone
Complaints:
-% responded within
30 seconds
3 YEARS NRW TREND
VISITORS
DIRECTOR OF SPAN’S SOUTHERN REGION
CHIEF MINISTER OF JOHOR AND
PRESIDENT OF MWA
LISTS OF FOREIGN VISITORS
INDONESIA
PHILIPINE
THAILAND
INDIA
PAKISTAN
SAUDI ARABIA
CHINA
KOREA
JAPAN
HONG KONG
SINGAPORE
VIETNAM
AUSTRALIA
LAOS
UK
SAJIC
GLOBAL PERSPECTIVE
SAJIC’S ROLES AND RESPONSIBILITIES
CRISIS CENTER – GLOBAL CLIMATE CHANGE
Global climate change is the greatest environmental challenge to
us. We have to recognize that our business is vulnerable to the
direct impact of climate change.
SAJIC has played an important role as Crisis Center in
implementing a comprehensive crisis management plan during
the major flood in Johor from 18 to 29 December 2006 and a
second and more intense wave flood from 12 to 15 January 2007.
Better dissemination of information and updates, improved
response time on requests, closer liaison with the government
departments, enhanced flood monitoring and better secure
strategic assets, all played a part in greatly reducing disruptions to
the water supply.
SAJIC’S ROLES AND RESPONSIBILITIES
NURTURING GLOBAL PARTNERSHIP
SAJ believe in helping our neighbors and in sharing our wealth
of experience and expertise.
SAJ will nurture global partnerships for development , we will
collaborating with emerging regional water utilities to share
experiences and best practices as well as improve water
service delivery.
– SYARIKAT AIR MELAKA SDN BHD ( SAM )
– SYARIKAT AIR DARUL AMAN ( SADA )
– KATHMANDU UPATHAYAKA KNANEPANIE LIMITED ( KUKL ), NEPAL
SAJIC
AN EVOLUTION AND JOURNEY
SYARIKAT AIR MELAKA BERHAD
(SAMB)
JMS Version 1.00
(2008 - Now)
SYARIKAT AIR DARUL AMAN (SADA)
JMS Version
1.00
(2009 - Now)
JMS Version
2.00
(In Progress)
CONCLUSIONS
SAJIC is a backbone for water supply operation
SAJIC is the driven force for effective monitoring of
operation performance.
SAJIC is the center of information on the daily
operation status.
SAJIC is the front contact point to the customer
interface.
SAJIC is the process of continuous improvement.
THANK YOU