Revista de P&D: Coelce tests telepresence for contact with the consumer

Fonte: ANEEL
CLIC Energia publishes the ninth of the 30 projects selected for Revista de P&D 4^th Edition, released on 08/17/2011 during the Sixth Congress of Technological Innovation in Electric Power (CITENEL) and the Second Seminar on Energy Efficiency in the Electricity Sector (SEENEL), held in Fortaleza (CE).The goal is to provide society with the results achieved with the R&D projects. The publication on site accompanies the order of insertion in the magazine.

The twenty-ninth article of Companhia Energética do Ceará (Coelce), announces the deployment of "totems" as terminals with interactive contact between the consumer and the utility clerk, via teleconference, installed in service stations in Fortaleza (CE). The search for the structuring of the service undertaken by Coelce technicians and also KNBS Telecomunicações e Informática Ltda.and the Núcleo de Estudos e Pesquisa do Nordeste (Nepen) analized models of care available, technical and technological conditions and the most appropriate new organizational guidelines and digital inclusion. According to the researchers, audiovisual engagement between consumers and caregivers, through the webcam and audio system, enabled better communication between the parties involved. The "totems" had a scanner and printer, facilitating the exchange of documents. The researchers concluded that the new service allows one to create virtual service stations, which helps to strengthen the relationship with the distributor, reduce distances, in cases of communities which are far from major centers, and universalize information to consumers.

The full text of all articles can be found here (Revista de P&D 4^th Edition). (BT/DB)

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Videoconferencing in totems expands interaction between customer and clerk of the distributor
Aiming to expand the interactivity with its customers, Companhia Energética do Ceará (COELCE) tested the deployment of terminals via teleconference though "totems." The project is based on the gradual introduction of new technologies and new roles in customer service, consistent with the digital inclusion and the convergence of services. The new service platforms offer an integrated environment with videoconferencing, which consumers have direct interaction with the clerk with. Its structure has gone through an analysis of current service models, new organizational guidelines and existing processes. According to the researchers, the project followed a model of operational changes and was applied directly to service centers in Fortaleza, before its generalization to other environments. This allowed the integration and characterization of the desires of customers and attendants with the guidelines of the utility service. Technical and technological conditions were also tested for a solution more operationally suitable. A multidisciplinary team was composed of development for the existing operational recognition and removal of the onsite procedure, by telephone or chat provided by attendants. The model of care created aggregates visual impairment of the clerk with the customer through webcam and audio system to allow full interaction with the consumer in an almost onsite way, using a scanner and printer as well. The researchers concluded that the new service allows one to create virtual service stations, consisting of terminal relationship (totems), which contributes to universal access and the information disclosed to consumers.

Specifications
Company: Companhia Energética do Ceará (COELCE)
Title: Posto Avançado de Atendimento ao Consumidor por Videoconferência
Cycles: 2006/2007 and 2007/2008
Investiment: BRL 688,980.00
Performed by: KNBS Telecomunicações e Informática Ltda. e Núcleo de Estudos e Pesquisa do Nordeste (NEPEN)