Hong Kong Water Supplies Department (WSD) selected the SPL WorldGroup CorDaptix™ customer management and billing solution as an integral part of a major project to improve operational efficiency and customer service to 2.49 million water customers. The WSD awarded a contract to Hong Kong-based Computer And Technologies International Limited (CTIL) to manage and implement the project with SPL as a key partner. Completion of Phase I is expected in December 2003 and full implementation is targeted for September 2004.
SPL's CorDaptix solution will replace a billing system that has been in operation for 23 years and no longer provides the levels of efficiency and customer service WSD needs. On completion, the project will provide:
• On-line access to comprehensive customer information. Call centre staff will be able to answer the majority of enquiries and service requests in one telephone call.
• Electronic meter reading. This will improve transaction efficiency and accuracy of accounts; it will also enable issuing of bills as and when required.
• Flexibility to tailor bills to the needs of individual customers e.g. consolidated bills for customers with more than one metered account. Many WSD customers have requested this service.
SPL WorldGroup conducted research into the Asian utilities market and organisations over the past 12 to 18 months to ensure that CorDaptix addresses the unique needs of the region, according to Trevor Winer, chairman of SPL WorldGroup.
