DIGITAL TRANSFORMATION 2023

🚀 Exciting Digital Transformation Journey at DTEK:

Empowering Energy Consumers 🌍

Introduction

At DTEK, a leading Ukrainian power distribution system

operator, we're on a mission to establish ourselves as
frontrunners in the European energy markets. With a diverse
energy portfolio including coal, natural gas, thermal power
plants, and renewable energy sources, we've been steadfast in
providing heating and electricity to consumers. As part of our
commitment to innovation, we embarked on a transformative
digital journey aimed at enhancing customer experience and
operational efficiency.

Pre-Migration Evaluation

Before our digital transformation, managing electricity

consumption and billing processes was a complex ordeal. We
identified several challenges, including resource-intensive
manual processes, high paper consumption, third-party
transaction fees, and the need to streamline operations.
Problems
🔌 Cumbersome manual processes for account management and
billing
🔌 Inefficient paper-based billing and consumption tracking
🔌 High operational costs due to third-party fees and resource
consumption
🔌 Lack of streamlined communication and reporting for meter
readings and outages
Solutions
1. Online Account Management:
 Empowering users to manage profiles, settings, and
preferences
 Editable customer profile information and payment
preferences
2. Electronic Bills and Payments Management:
 Analyzing bills, comparing rates, and making
online payments
 Access to payment history, billing breakdown, and
payment options
3. Energy Consumption Management:
 Reporting meter readings and viewing historical
usage data
 Receiving energy-efficiency tips, rebates, and
benchmarks
4. Real-time Outage Reports and Alerts:
  Monitoring current and planned outages
 Engaging with customer service agents for outage-
related inquiries
5. Self-Service Options:
 Logging service requests and tracking their status
 Completing forms for various service needs
6. Centralized Notifications:
 Aggregating communications for a unified view
 Configurable multi-channel notifications for
customers

Results

📈 Increased adoption of digital engagement tools

📉 Reduced call-center load and customer service costs
📊 Enhanced data integrity and customer insights
📊 Improved ability to address customer needs through analytics
and alerts
📊 Enhanced communication through online channels and
notifications
Conclusion
Our digital transformation marks a significant milestone in the
energy and utility industry. By successfully deploying a
comprehensive suite of solutions, we have not only elevated
customer experience but also optimized our operations,
demonstrating our commitment to innovation and sustainable
practices. We're incredibly proud of this achievement and invite
you to learn more about this project in our full case study.
Together, we're forging a brighter and more digitally
empowered energy future!