MEW overhauls CSS

Bahrain’s Ministry of Electricity & Water (MEW) is implementing a Customer Services System (CSS) to replace its 20-year-old legacy application.

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By  Matthew Southwell Published  May 12, 2004

Bahrain’s Ministry of Electricity & Water (MEW) is implementing a Customer Services System (CSS) to replace its 20-year-old legacy application. The project, which is being overseen by Gulf Business Machines (GBM) and is expected to cost close to US$7 million, should improve the performance of the Ministry’s various directories when it goes live in two years time, as it will provide the government body with an integrated workflow management system. Capable of interfacing with existing systems, the CSS includes a replacement billing and application monitoring system, an online cash receipt system, an intelligent voice response system (IVR) and an imaging system to capture customer-written documents. The solution will also be linked to other ministries in order to facilitate easy governmental access to data. According to HE Shaikh Abdullah bin Salman Al Khalifa, Minister of Electricity & Water, the CSS project is part of a comprehensive IT strategy that is being implemented at the Ministry. The main goals and objectives of the new CSS solution include the implementation of a call centre to provide efficient and effective customer services, to bill collect customers accurately on a timely basis, to provide flexible billing and to offer alternative payment methods to consumers. To ensure the Minsitry’s staff are able to use the CSS and deliver on HE Shaikh Abdullah’s vision, GBM is set to provide a comprehensive training programme.

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