PLN: Service Transformation Brings PLN To Print The Best Performance In History

PLN officers check the electrical condition of the substation. (PLN Dock)

JAKARTA - PLN's Executive Vice President of Corporate Communications and CSR Diah Ayu Permatasari said that the transformation of PT PLN (Persero) to provide services to customers has proven to be able to improve the company's performance.

Changes in business processes in line with technological developments through PLN Mobile, Yantek Optimization and Virtual Command Center (VCC) have not only succeeded in increasing the company's reputation, but have become one of the main drivers of improving the company's financial performance, which is the best in history.

In the 2021 PLN Consolidated Financial Statements, PLN succeeded in increasing electricity sales by Rp. 13.96 trillion to Rp. 288.86 trillion, or grew by 5.08 percent compared to the previous year.

In fact, the electricity growth recorded was higher than the national economic growth of 3.69 percent.

According to Diah, the connection of the PLN Mobile, Yantek Mobile, and VCC applications in a management information system is able to provide a fast, precise and unified service process for customers.

As a result, all current customer needs can be met with an optimal level of satisfaction.

"This is the digitization of customer service carried out by PLN. Thus, the previously manual PLN system with a lot of human intervention is replaced by an automated digital system that is automated and fast," he told the media, Monday, May 30.

Previously, he said, PLN's business processes were considered complex, slow, fragmented, convoluted, unmonitored and poorly controlled, inefficient and weak, and manual.

After going through the transformation process, now PLN's services to customers are simpler, faster, integrated, easier, and can be monitored and controlled in real-time.

Diah also added that PLN also embeds a communication room feature between PLN service units and the technical service team in the field and customers.

As a result, customers are now able to actively provide assessments to officers which have an impact on changing the behavior of officers for the better.

Equally important, PLN presents a performance evaluation system dashboard for each technical service officer that can be monitored directly by management, starting from the Customer Service Unit (ULP) level to directly by the Board of Directors.

This process is of course accompanied by an increase in the commitment and capacity of PLN officers who directly serve customers in the field.

These efforts yielded positive results. Excellent service from PLN has succeeded in increasing the level of satisfaction for customers, so that they do not hesitate to continue to enjoy the electricity services provided by the company.

This can be seen from the rating of the PLN Mobile application on the Google PlayStore which currently reaches 4.8 out of a scale of 5, where before there was an improvement the application rating was only 2.5.

This assessment was obtained from 22 million users, from previously only around 500 thousand downloads, who have felt the benefits of this PLN super application.

PLN recorded additions from 79 million subscribers in 2020 to 82.5 million subscribers in 2021.

This addition is of course accompanied by an increase in customer connected power from 143,159 Mega Volt Ampere (MVA) in 2020, to 151,985 MVA in 2021.

Thanks to the innovations and efficiency that have been carried out, PLN managed to reap a net profit of IDR 13.17 trillion (audited), higher than the 2020 net profit of IDR 5.99 trillion.

“This process is a sign that PLN as the heart of Indonesia is getting healthier. Along with economic growth, electricity is able to grow higher," concluded Diah.