Transformation and Digitisation Projects
New Customer Service Information System
The project “New Information System for the Support of HEDNO Network Users” concerns the development, installation, and operation of a new integrated Information System designed to support users of the electricity distribution network (consumers, producers, electricity suppliers, municipalities, and other stakeholders).
The implementation of the project will help improve the quality of customer support for network users, ensure the smooth operation of the retail electricity market, strengthen collaboration with the Company’s participants and stakeholders, and support the Company’s modernization and reorganization.
Phase I of the Project was implemented under the “Competitiveness, Entrepreneurship and Innovation” Operational Programme, with funding from the European Regional Development Fund under the NSRF 2014–2020. Phase II of the Project is currently being implemented and will be completed under the “Environment and Climate Change” Programme during the NSRF 2021–2027 programming period.
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.