OSHEE has introduced another new service for subscribers, the queue management system. Thanks to this system, any OSHEE subscriber will not have to wait any longer in the queue at the counters to pay the electricity bill. It is the system that manages the queue of clients who obtain a number in the information desk, until the moment that they make the payment. The new system is being implemented in the first 14 centres of Customer Care in the main cities of the country. Prime Minister Edi Rama, accompanied by the Minister of Energy and Industry Damian Gjiknuri, and OSHEE Director Ardian Cela, visited one of the Customer Care Centres in Durres that is using the new service.
“The client obtains a ticket for the queue, and then goes to the counter to be delivered the services, whether it is an application or a complaint. The whole process is monitored with cameras and a vocal system”, Cela said.
After applying and submitting a complaint online, after the payment service delivered not only in the counters, in the post office and by phone, OSHEE will now deliver a new services that enhances the relation between the company and clients, the info desk or the online electronic counters.
“The next steps will be the alternative counters that have been launched since February. 950 thousand payment applications have been conducted, for an amount of 3 billion ALL. Info desks or smart desks have been placed in 18 business centres in different cities, where people can apply or submit complaints, which they can follow online. We are about to launch another application for smart phones, for payments and information”, OSHEE Director said.
According to Prime Minister Rama, the reforms undertaken to formalize and recovery the sector not only have transformed the company’s relationship with customers, but have been transformed into new services for them. “Compared to where we started, I believe this is a revolution that begun when the major bleeding in the sector was stopped, and it has continued with the whole transformation process of the relation between the customers and the company. Now, we are at a moment when investments, that are a result of the contributions of everybody, are escalating. Actually, these investments are returned to the contributors, to the customers, who receive a better service that still needs improvement. These investments will eliminate once and for all the flat rate, and establish the condition according to which you pay for what you consume”, the Prime Minister said.
“I know that it hasn’t been easy”, the Prime Minister continued, “because it was a painful wake after a period of agony in this sector, during which we were neither alive not dead. By paying for what we consume, and with our support, all those who receive subsidies have not been affected by the removal of the flat rate, because we have allocated 16 million dollars per year.
The theory that poverty is fought with alimony is totally wrong, because alimony does nothing but recycles poverty. While reforms are painful in the first moment, but then they definitely bring a recovery and a sustainable social development of the economy of the households and of those who are weak.”
OSHEE Director underlined that citizens have been cooperating in our efforts to formalize the sector: “430 thousand agreements have been entered in the counters, of which 410 thousand are household subscribers. 65 thousand agreements have been signed in Durres only, 50% of whom are household subscribers.”
