Transformation and Digitisation Projects
New Customer Service Information System
We modernize our customer service system through the installation of a modern information system, as well as the reorganization of the relevant structures, processes and working methods. We aim to improve the quality of service to network users, the smooth operation of the retail electricity market, the satisfaction of suppliers’ requests, and effective cooperation with our stakeholders.
Completed works and works in progress:
- In 2023, we completed the tendering phase and selected a provisional contractor for the supply, installation, and operation of the new user service information system.
- The project was revised in 2023 due to significant delays during the planning and specification analysis phase. As a result, the project was fully redesigned in 2024 and renamed “ILIOS”. The project is now in full development.
New systems and services
Strategic transformation pillar
Project benefits
The benefits of the project implementation include:
Better quality and faster processing of all customer requests submitted.
Improved customer service and improved customer satisfaction, faster and more efficient processing of all customer requests.
Reduction of operational service costs.
Upgrading of the services provided.