The EEM.Net is a set of interactive services, with access from the WWW.EEM.PT web site by all the EEM’s customers which are registered. In essence, the EEM.Net is a new service desk made available to it´s customer through the web, without have to move physically to the company facilities.
In EEM.net, the services available cover the whole universe of entities that interact with EEM, namely Clients (consumers):
- Requests for information;
- Complaints and reclamations (damage, commercial, anomalies, etc);
- Requests to change personal data;
- Subscription for electronic invoice,
and Professionals (technicians):
- Requisition for energy provision;
- Registration of non-conformities;
- Management of unavailabilities;
After registration on the system, the user can see a lot of information about it’s current situation in EEM, including contractual data, electricity consumption in the last twelve months, movements (regularized and not regularized).
The system enables the user to manage all the information from various electrical installation in a simple manner by simply selecting, at any moment, the account number that identifies each installation.
It is also possible to pay bills online and manage all the associated information.
Through the mail box the user can receive any notifications related to all the services he used.
Each of the services repesents a business process which will be implemented primarily as a set of procedures that are somehow interconnected in order to achieve an objective ( business ) . The execution of each spawned process is supported by a generic and re-usable worfklow component described here.
In the backoffice, administration users are responsible for validation and supervison of some of the implemented processes unlike others that are fully automatic and do not require human intervention.
In the background the system integrates with external systems like Unicre and SIBS for payments via generic and reusable implemented connectors (Payments Monitor component), and third-party applications for business management (e.g. SAP).
Periodically is imported a large volume of information relating to customers and technicians (e.g. installments data, addresses, etc.). Likewise exportation of various data is also configured (e.g. payments, data of active processes, etc) for integration with the other systems. This process is managed by a generic and reusable implemented component (File Tansfer Service).
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