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Case Study: Fault Resolution at Electricity Company of Ghana (ECG) ECG has made provision for reporting faults such as constant High or Low Voltages, frequent Power Outages and any information that will improve power supply to an area, industrial setup or individual homes. Existing Fault Resolution 1. Client call ECG Customer service contact 2. For English press 1, for Akan press 2, for Ga press 3, for Ewe, press 4 and Hausa press 5 (press the chosen language after Hausa) 3. For Enquiries press 1, for complains, press 2 4. ECG customer service person introduce he/her self and ask the client to introduce themselves 5. Client report of disruption of Electricity supply to homeeighbourhood 6. Client is ask to provide ECG Pole reference number (M08120; A3/26) 7. Client is asked on which number can he/she be reached 8. Details of fault entered into faults Records and submitted to ECG Fault Office for action 9. Client is asked to write fault reference number (e.g. 170228402) and to provide in any follow up call on the fault. 10. Even though ECG Customer Charter states that faults reported shall be resolve within 24 hours, under the existing process the client may have to wait 24-72 hours before ECG resolve the fault. 11. On average, a client will have to make 5 follow up calls to customer services to find out the status of the fault resolution. Any time a follow up call is made, the client will be told maintenance unit has been informed 12. Currently, at the Fault unit, faults are resolve without reference to fault reference numbers and no records of the time frame within which the fault was resolve. At the Fault unit, Faults Response Teams are made up of three members (Driver, two Electricians) A recent survey of ECG customers on customer satisfaction with regards to ECG fault resolution. In the survey, two questions were asked ECG clients: how quickly they like to have their faults resolve and what they consider as an acceptable wait for faults to be resolve. The survey revealed the following: A quarter of clients said they want their faults to be resolve within 1 hour 50% want their faults resolve within 2 hours 25% want their faults resolve within 3 hours All customers agreed that a waiting time of 3 hours or more is unacceptable The ECG management team wants a solution that offers customer a seamless experience with as little hassle and wasted time as possible. Note: If needed, you are free to make assumptions if (1) the assumptions do not conflict with anything in the text (2) the assumptions are clearly stated and reasonable. Required: 1. Brief description of the background and the perceived problem. 2. Given the information above, and making reasonable assumptions, model the current (AS IS') business processes at ECG Fault Office 3. What would the future state (AS TO BE) look like? Provide a new business process models at ECG Fault Management Office 4. Define and explain at least three relevant metrics that can be used to measure if and how well the objectives of the management board are met. 5. Search and find information about how digital technologies can be used to solve ECG's Fault management problems. List the requirements for the solution 6. Assume the ECG management team is unwilling to decide whether to go for 'in-house solution or SaaS solution. They want to know more about the alternatives, what would be the best solution, and how much it would cost