KESC embarks on an 'Integrated Business Centre' drive from 8th to be tested in the demographically diverse locality of Defence which covers 80,000 consumers. It will also cover localities including Gizri, Akhtar Colony, Quyumabad, T&T Colony, Hazara Colony and various others, wide reach being a key focus for the new programme.
According to a press release issued by Karachi Electric Supply Company (KESC) on Saturday, operationally, four BOCs in Defence are merged into a single-unit, refurbished Integrated Business Centre (IBC), a new interface between KESC and its customers. Rashid Hussain, newly appointed General Manager of the Defence IBC, created under the KESC "Umeed Zone" banner and located for the pilot at 13th Commercial Street, Phase I in the midst of Defence's Commercial. Area, says, "The key partner for success of these business centers are our customers. Their support and goodwill will INSHALLAH make this improvement happen and show results quickly".
The refurbished "business center" is to be managed by an internally-recruited pool of existing KESC's staff, appointed through a detailed merit-based process and internal job posting from the company's 17,000-strong employee base, 107 people have been hired from within KESC's ranks.
These employees are trained in new service-level processes which are geared toward quicker resolution of customer services-related issues as one key metric. This customer window will be accompanied by operational improvements in the wide Defence locality and will form the basis of a roll-out into a sequence of high population localities in Karachi, eventually embracing the whole city.
Within 3-6 months at least three more integrated business units will be launched within different parts of the city. The Business Center is expected to provide higher revenue collections, a key issue facing KESC and the company believes, wilt eventually result, according to Hussain, "in a more favourable public profile for KESC and greater synergies with KESC's operations and reporting, including with the 118 service".-PR