The issue
The customer is currently replacing conventional meters with digital meters at all retail connections. By 2024, 80% of households will have a digital meter; by July 2029, 100% will. An important role is played by technicians: using mobile PCs, they collect relevant data for the purpose of the placement process.
During the migration weekend, something appeared to have gone wrong: a substantial amount of data appeared not to have been received on the central server. Various legal and financial documents including signatures were nowhere to be found.
Various actions were initiated to recover the lost data. All were unsuccessful. Quite apart from the reputational damage, the impact on business operations, possible lawsuits and fines, doing it again would result in a loss that would run into tons.
The approach
Remy Sijbom, Business & IT Professional, used his knowledge and presence of mind at ICE for this client to take data quality to the next level: "As a trusted advisor, it is part of my job to use my knowledge and experience to take up an unasked-for issue with added value for the client. This was such an issue, many were already working on it. After a thorough analysis, I found that the data had indeed been sent. However, to a layman, the form of the data was unreadable. Using specific software, I was then able to convert the data and the problem was solved. On Friday, the server went down; on Wednesday, the files were back and it was solved."
Impact
Client: "Remy is truly our saviour. Thanks to his intervention, we had a breakthrough in the attachment issue. Good job, Remy!"
Remy: "Taking this on has increased confidence in my team's problem-solving ability. Moreover, I have shown what value I add. This gives me the space to add more value for the customer."
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