The challenge

Given the magnitude of the services we offer and the importance of guaranteeing an optimal level in all our operations, we needed to locate all of DOMINION's teams of professionals and technicians in the same location. They are responsible for controlling, planning and assigning the jobs received by the ENEL systems to the Emergency, Shutdown and Replacement crews, so that they can assits all claims in the shortest time possible, 24 hours a day, 7 days a week.

DOMINION's +

In order to manage all incidents more efficiently, we have unified the teams from both services in a single physical space, training the dispatchers that operate these areas and assigning shifts to guarantee immediate attention 24 hours a day. In addition, we incorporated a system that allows us to be more agile thanks to a more efficient event taking that exchanges crews from one service to another.

Results

We achieved an improvement in ticket resolution (work orders) optimizing the process of cancellation in the system, which allows cleaning the incidents reported erroneously by the different entry systems.

We achieve synergy between Shutdown and Replacement teams by optimizing resources in emergency plans, especially when there are days with a higher number of claims (high generation of tickets by customers).

We continue to optimize execution times by having greater control of the response time and with this we are able to increase the productivity of each crew.

The implementation of the 24-hour center has allowed us to better manage human resources during night shifts. Thanks to real-time monitoring and digitalization of all dashboards, we are improving service levels to meet the requirements of our client.