PITC all set to establish Call Centre to facilitate DISCOs consumers

ISLAMABAD: The Power Information Technology Company (PITC) is all set to establish Call Centre for provision of uninterrupted, high-quality customer care services and deployment of IVR in seven regional languages to enhance accessibility and inclusivity.
The government has already established “Apna Meter Apni Reading” initiative — aimed at ensuring accurate billing and eliminating nationwide overbilling complaints — is gaining momentum, with millions of consumers having already downloaded the app from Google Play Store and Apple App Store.
The purpose of this initiative is to ensure timely and accurate meter reading, along with elimination of overbilling, has always remained a top priority of the Government of Pakistan and the Power Division. While efforts were made in the past, this application provides a complete solution for consumers,
Power Information Technology Company (PITC) has consistently played a pivotal role in supporting all Distribution Companies (DISCOS) by providing robust and scalable ICT solutions, particularly in the – domain of consumer services.
ln alignment with this commitment PITC established a centralized stare-of-the art Call Center infrastructure in 2018. Purpose –built to offer integrated, real-time support to approximately 34 million electricity consumers nationwide.
According to CEO PITC, Dr. Kashif Shahzad, this facility was designed with modem telephony, CRM, and workflow management systems to ensure standardized and high-quality customer interaction across all DISCOs. He has further informed CEOs of DISCOs that to ensure sustainable operations of this 300 -seat call center, PITC signed Service Level Agreements (SLAs) with all Discos. Under these agreements, each DISCO contributes towards the operational costs at an average rate of Rs. 0.84 per consumer per month.
Recently, on the direction Minister for Power, the Government has emphasized the need to further modernize this facility to meet international standards.
The key objectives of this initiative include: (i) provision of uninterrupted, high-quality customer care services ;(ii) deployment of IVR in seven regional languages to enhance accessibility and inclusivity; and (iii) scalable infrastructure to meet the growing needs of all DISCOs.
To meet these expectations, PITC has issued a Letter of Intent (LoI to M/s Ufone for the provisioning a complete end-to -end call centre solution with unlimited expansion capability tailored to the dynamic requirements of the power sector.
Following detailed financial and technical evaluations, the new cost has been worked out al Rs.1.85 per consumer per month.
CEO PITC has sought Power Division’s timely intervention for revision of existing SLAs with all Discos to fulfil the government’s vision. Ends