The beta and Lenenergo started a new personal account of the client

2019

On March 29, 2019 the Beta company announced end implementation of a personal account of the client in PJSC Lenenergo.

According to the company, now for technology accession to power supply networks it is not necessary to visit Lenenergo Customer service center – all document flow and calculations in the course of connection of electricity are completely automated in a personal account of the client.

In service it is possible not only to calculate the cost of service and to submit the application, but also to sign the agreement using the EDS, to pay its online and to keep track of the status of request through SMS or e-mail.

For March, 2019 achieved the following results:

• 22 types of requests for accession (both for natural persons, and for the organizations)
• The number of the requests processed in a personal account grew by 24%
• 70% of clients of Lenenergo estimated a personal account as it is "good" and "it is very good"

The previous version of a personal account became morally outdated and was difficult in use for our clients. For example, the applicant had to register a separate personal account for each object, and a part of services could not be issued absolutely. Besides, in requests for connection of apartment houses with electric stoves and some buildings of small business power was systemically limited by 150 kW. Remaking a personal account, we set as the purpose as much as possible to simplify receiving difficult infrastructure service for our clients. And as a result we expect to transfer at least 80% of users to online. From our party business analysts, the block of technology accession, customer service center, contact center, management participated in the project. At different stages development joined different specialists. And at all stages of the colleague from Beta were able to hear us that was very important during development. Natalia Yakovleva, head of Lenenergo Customer service center

I will give an example. When testing we needed the project tool which would allow to classify automatically errors before their sending to completion. Such tools are, but for various reasons we could not use the most popular of them, for example, Trello. There was no wish to waste time for exchange in Excel too - it is long and very inconveniently for all. Plus we had a big working group, and we needed the solution with a low threshold of an input. Therefore specialists of Beta organized to us such tool based on our internal service-deska. As a result we not only simplified testing process, but also created for ourselves the additional tool which we can use in other projects — Natalia Yakovleva added.

Upon termination of the project the customer recommended:

• Predeterminate and fix roles in the working group. It will significantly reduce time and the number of changes.
• Organize a common information space with simple and simultaneous interaction of all participants in real time.
• To comprehensively test result; not only from the user scenarios, but also from internal information systems.