Project term: 2008-2012

The customer has been awarder distinctions for the implementation within competitions organized by "Nowy Przemysł" ("The most interesting implementations out of the best IT ones") and "Businessman.pl" magazine ("The best IT-enabled companies and institutions").

HEATNET has allowed GPEC to order and systematize the data on the heat distribution infrastructure, updated on an ongoing basis. It has also enabled fast access to vast information resources, which has increased the operating efficiency of GPEC services and the efficiency of customer service. 

The basic benefits of the implementation include asset lifecycle management, access to key business indices (e.g. integration with ERP), to system functions and data in the field (through mobile devices) as well as management reporting. 

The data is entered in the system via the Records Module. Fast access to the information gathered in a single database (e.g. over the intranet) has reduced, among others, its copying by the individual departments. 

Through the Technical Terms Issuance Module, GPEC has obtained the capability of full monitoring of that process and systematizing the information on the issued technical terms. This is useful in the process of making decisions on network development in the technical, economic and spatial aspects, and facilitates service of potential customers. 

The system visualizes the information on the map, integrates spatial data from multiple sources, optimizes investment and repair planning, and assists in handling of failures and scheduled outages (Failures/ Scheduled Outages Module). This contributes to more efficient management of the heat distribution network, and considerably speeds up the process of informing customers about breaks in the heat supply. 

In order to ensure top quality of services, during conversation with a customer, the BOK (Customer Service Centre) employee is provided with access to all information on a given customer (Contact Center), including in particular telephone and address data, as well as the information on:

• current agreements 
• invoices and payments (debt collection)
• previous contacts
• network events (failures/scheduled outages)
• case statuses (among others, technical terms, localization agreements)

Information on a given customer is collected in ERP systems (e.g. agreements, invoices, payments, contacts) and GIS (e.g. failures, scheduled outages technical terms, localization agreements). 

BOK employees can access all data within a single application, which helps improve the customer service quality, as well as provide reliable, up-to-date management information.

All those actions contribute to optimization of GPEC processes, which helps make decisions aimed at efficient company management, benefiting both the company and its customers.