NORBIT automated customer service of "MUEC"

On October 2, 2018 the NORBIT company (enters into Lanit group) announced that in PJSC Moscow United Energy Company based on 1C-Bitrix "The uniform personal account of the client" which allowed PJSC MOEK to establish effective interactive cooperation with consumers is developed.

Prerequisites of the Project

Within implementable customer-oriented practice in total with changes of the regulatory base and need of integration with the official site of the Mayor of Moscow of PJSC MOEK initiated the project on creation of "A uniform personal account".

Earlier "MUEC" used several client systems which did not assume fast scaling of functionality and did not allow to react timely to changes of the legislation in the field of resource provisioning.

Choosing a Solution

For project implementation "MUEC" selected NORBIT company with the project solution based on the platform 1C-Bitrix. The cost and term of implementation, availability of specialists, flexibility of the solution, requirement of information security and compliance to the legislation became the main selection terms.

Project Results

For October, 2018 specialists of NORBIT integrated more than 10 corporate systems of the energy company in a common information space: corporate e-mail, the system of the normative reference information, the centralized storage, the different systems of office-work of a circuit, financial and economic and billing systems. Thanks to it clients of "MUEC" can submit electronic applications for rendering more than 30 types of service, including services of technology connection, delivery and accounting of heat and also preparation for a heating season. An opportunity in real time to control the status of consideration of the submitted applications and to receive results in electronic form is available to consumers.

Implementation of a uniform personal account significantly simplified work of consumers with up-to-date information on the indication of metering devices, to the signed agreements, charges, payment and the history of consumption.

Inside "MUEC" is carried out serious work on business process optimization that in combination with the implemented integration between a uniform personal account and internal corporate systems allowed to unify an interaction format with consumers and it is essential to reduce the number of routine transactions for the staff of "MUEC" when processing requests.

An opportunity to control all changes of the legislation in the field of resource provisioning became important feature of service. The created system meets the requirements of the Russian legislation, including the Government decree of September 9, 2017 No. 1089 which obliges the heatsupplying and heatnetwork organizations to accept from consumers of the request for accession to heat supply electronically.

"On predesigns, the created system will reduce time and quantity of errors when processing addresses by 30% and also will allow to optimize the budget on web projects for 15%. We will continue to simplify the procedure of document creation. In the long term in a system there will be an opportunity to work with legal documents using the strengthened qualified electronic signature". Sergey Golubtsov, head of the Center of information technologies of MUEC

"We were faced by a task to improve information exchange of MUEC with her consumers and partners and also it is essential to reduce time and finance costs of both parties. Digital technologies in the field of resource provisioning find the increasing application as they have essential advantages in comparison with the current solutions and provide the high accuracy of the obtained information". Anton Chekhonin, CEO of NORBIT