EPDC (Electric Power Development Company) is a subsidiary of Tavanir (electricity power generation, transmission, and distribution company in the Middle East) that provides low and medium voltage electricity networks across the country. 121, the emergency services department of the EPDC, is responsible for handling subscriber requests.
EPDC needed to improve the efficiency of the 121 department and asked our partner GGRCO to develop a solution for that.
The main challenge was the manual radio dispatching. An emergency dispatcher had to get all information from subscribers via calls and dispatched the field team via radio.
Because of the manual process, there were many problems:
All these things needed to be fixed to provide subscribers with fast and effective maintenance services.
Just employing telematics wasn’t enough for the project and the whole system has been rebuilt to a digital dispatching platform.
The manual phone-radio process was automated. Now, the subscriber ID and all other request data including the location are automatically loaded, and a task is created.
Then, the system checks the accident category, location, priority (based on predefined priorities for each category) and compares them with the field team parameters, and assigns it to the best-matched team.
The list of issues with the statuses and reports
Teltonika devices were used for the project.
This is how the mobile app used by field teams looks
GGRCO, the Wialon partner, managed to rebuild the whole maintenance dispatching system to achieve such impressive results for the project with 1 million subscribers that it is now planned to use the solution across the whole country.
On behalf of EPDC, we would like to thank GGRCO for their professional team and product and implementing the smartening of the failure system in the emergency service department of the EPDC. The conversion of radio dispatching into digital dispatching systems and updating the transportation fleet of the EPDC was a great step that would not have been possible without GGRCO. Success in this project happened because of this valuable service and activities by GGRCO. We thank them for improving the customer service productivity of EPDC.