Digitalization Solution on Customer Services to Leverage the Ease of Getting Electricity

As one the public industries, one of the challenges in the electricity business is to have an excellent customer services. One of those services may support and lever the company's index of the Ease of Getting Electricity which Indonesia now has scored 87,06 (on a scale of 100). With the power of digitalization, cognitive technologies, and tools, human resources operation will empower employees and the organization to serve the business and the customers. This paper will show information and communication technology (ICT) that is used as tools by the state-owned electricity company to face the disruption of the electricity business and operational improvement nationwide by implementing a workflow automation on several customer service functions as well as an automatic performance indicator. The tools comprise web-based and mobile applications that will automate distribution of work order and manage tasks performed by employees so that stakeholders can transparently track, monitor, and control the result. At the end of the service delivery, it will allow customers to give ratings or suggestions to improve the services. By the end of the performance period, management can give rewards to the employees that have the best performances in delivering the services. Briefly, by implementing workflow automation and performance indicators, the employee engagement increases up to 26.1%, affecting the reduction of the disruption impact in the electricity business to the organization by 35.4%, and the improvement of the operational excellence service level by 65.7%, as well as customer satisfaction in a period of 2 (two) years.