Jamshedpur Utilities and Services Company (Jusco), with its set of strategies, processes, metrics, organisational culture and technology solutions, has once again strengthened its CRM by taking the centre stage in the area of utility services by redefining internal processes and procedures.
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Jusco has already addressed and launched a phased implementation of various customer-driven initiatives like complaint logging, service delivery, customer feedback, billing and collection and has found no parallel or successful model in the civic amenities sector in the country.
In October 2004, Jusco Sahyog Kendra (JSK), a 24x7 single-window complaint logging centre was set up, on the lines of those used by telecom or IT companies. The service delivery standards as well as call tracking and review mechanisms were also borrowed from the IT industry. This facility has grown to become a lifeline for the citizens of Jamshedpur, who have to remember only a single phone number (66-46000) to log all complaints related to services provided by Jusco.
In order to continuously improve its services and its Service Level Guarantees and compliance, in the second phase, Jusco set up Jusco Grahak Seva Kendra (JGSK), a single-window one-stop solution for customer queries and complaints. It has successfully served as a strategic point to capture the voice of the customer and collate data for proactive improvements. A centralised helpdesk instituted at JGSK addresses and provides special attention to power / water meter or bill related queries or complaints.
The use of IT has also facilitated the setting up of a decentralised bill collection counter in the eastern periphery of the city and 'any time payment' machines for cheque collection. Mobile collection units have also been introduced for areas where connectivity is not feasible. These initiatives ensure that the customer is saved the trouble of having to visit Jusco’s office during fixed working hours. They have the flexibility to pay their bills at their convenience. Text messages or alerts are sent to the respective customers for utility bill alert, promotion of new facilities, cheque dishonoured / returned, disconnection of power and planned power outages.
Special attention is given to encouraging customers to conserve water and electricity at all customer contact points. Handouts and pamphlets are distributed periodically amongst customers. Planned initiatives such as customer contact programmes allow the company to share information on the future plans and to obtain feedback for further improvements.
Jusco’s effort to achieve the best standards in CRM was rewarded at a recent customer contact programme, when a customer present told the officials that since all the complaints and queries are effectively resolved at JSK, no complaints need to be escalated to the Consumer Grievance Redressal Forum.
In 2009 the National Urban Water Award was conferred on Jusco in the category of 'citizen service and governance'. The award recognised Jusco’s initiatives to increase customer satisfaction introduce a single point of contact, creating zones and setting standards for service deliveries.