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T&TEC launches new mobile app

Published: 
Tuesday, November 21, 2017

Anna-Lisa Paul

As part of of its plan to transform its service to the public, the Trinidad and Tobago Electricity Commission (T&TEC) has introduced a mobile application enabling it to respond in a more timely manner to customer reports and complaints.

Boasting that T&TEC was the first local utility company to provide such a tool, company chairman Keith Sirju said customers would be able to report power outages, register concerns about hanging wires and leaning poles, check bill balances and submit payments via the app.

Addressing persons during the launch at the Stanley P. Ottley Building, Mt. Hope yesterday, Sirju said the application was available for free in both the Android and Apple Play stores.

He described the application's introduction as timely as it coincided with T&TEC's upgrade of its new call centre and automated Interactive Voice Response (IVR) system which meant customers now had additional means of communicating with the authority via either platform.

Sirju said, "There are times when system or equipment failures or as recent events demonstrate, bad weather, will lead to the inevitable electricity outage."

"While T&TEC always anticipates and prepares for such events, it is our response to these emergencies which really makes the difference to our customers. This was the crucial consideration behind the implementation of this Outage Management System (OMS)."

The suite of software allows T&TEC to remotely determine the functionality of meters and quickly identify the location of an outage using GIS, receive trouble reports from customers via an automated voice response system and capture account holder details.

Sirju said this would work alongside existing internal systems that capture customers' account information and document reports that are not outage related.

Delivering the feature address at the event, Public Utilities Minister Robert Le Hunte said the improvements were designed to reach customers whenever and wherever they are, whether at the supermarket, in transit, at the beach or work.

He said, "The result of this level of interaction is a more satisfied customer base."

Le Hunte added, "Quicker response times to breakdowns in the electricity grid and less hassle to pay bills and conduct other business means that people can get on what is meaningful to them."

He said mobile applications lent themselves to building brand awareness and providing valuable data to help develop new strategies and products.

Le Hunte said they would soon be launching their own application in order to enable the public to provide feedback on their services.

He added, "These developments are in keeping with theme three of government's Vision 2030 document which focuses on Improving Productivity through Quality Infrastructure and Transportation."

Rewording the mantra that the customer was always right, Le Hunte said, "The customer, may not be right in every situation but the customer's needs and perspective must always be the focus of our attention."