❓ A parliamentary question regarding the Minister for Energy's 2009 promise of a world-class customer care and billing platform for Synergy, and the subsequent delivery of new products and services. The answer highlights increased self-service adoption and market compliance.
AnsweredQoN 7944Legislative Assembly
QuestionView source ↗
I refer to the Minister for Energy's statement to the Legislative Council on 2 April 2009 that he had personally developed a five point plan with the board and management of Synergy to ensure Western Australians would receive a world-class customer care and billing platform, and I ask, what new and better products and services for Western Australian energy users have been delivered by Synergy since the Minister's announcement of 2 April 2009?
AnswerView source ↗
Answered
19 June 2012
Responded by
Minister representing the Minister for Energy
Response time
35 days
While Synergy has acknowledged there have been problems associated with the implementation of its billing system, they have provided more convenient options for customers.
In terms of meeting the demands of customers, over 10% of Synergy's customers have registered for self-service since September 2009, providing automated customer self-service at a level not previously possible. Over 87,000 customers have signed-up for Synergy's My Account, and over 25,000 customers are registered for paperless billing, reducing Synergy's costs on printing and postage. In the financial year to the end of April, over 66,000 transactions were undertaken online, a preferred transaction method for many customers while also reducing contact centre costs.
In addition, Synergy's system is market compliant and is a similar customer care and billing software system used by energy utilities around the world. The system is able to adapt to meet the changing demands and requirements of the evolving energy market, as has been demonstrated by energy companies in other nations.
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In terms of meeting the demands of customers, over 10% of Synergy's customers have registered for self-service since September 2009, providing automated customer self-service at a level not previously possible. Over 87,000 customers have signed-up for Synergy's My Account, and over 25,000 customers are registered for paperless billing, reducing Synergy's costs on printing and postage. In the financial year to the end of April, over 66,000 transactions were undertaken online, a preferred transaction method for many customers while also reducing contact centre costs.
In addition, Synergy's system is market compliant and is a similar customer care and billing software system used by energy utilities around the world. The system is able to adapt to meet the changing demands and requirements of the evolving energy market, as has been demonstrated by energy companies in other nations.
Notice: This document is created or edited using unregistered or evaluation copy of rtLib valid for testing or development purposes only. To use it for productive or any other purposes please register it. You may purchase the license on
http://www.rtlib.com
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