Page 58 - PEA_AnnualReport_2016

1.8 The Smart Grid Development Project in beginning of the project to the present day, PEA was
the Municipality of Pattaya, Chon Buri Province, had the able to install 95,250 AMRs for power users.
objective of studying technologies, test designs, use
and benefts from each system of the Smart Grid in 2.3 PEA Support for Delivery of Goods and
other areas to expand outcomes to other areas. Services

PEA’s main business is electricity distribution,
2. Information and Communication causing PEA to have a large number of power users
Technology (ICT) Management and service recipients because PEA has a service
2.1 ICT Infrastructure area covering the entire country. Thus, PEA has concepts
PEA continually modifed its ICT infrastructure to build relationships between the organization and
to support current and future PEA strategies by modifying customers by using the 1129 PEA Call Center to

communication networks from the Synchronous Digital create service providing standards and develop
Hierarchy (SDH) system to an IP network beginning from channels for communicating with customers, which is
completion of IP Core Network installation in 2015. important in providing services for power users effectively
Furthermore, PEA prepared plans for further expansion such as inquiries of electricity fees/outstanding balances/
in Phase 2. In 2016, PEA developed the Access Network complaints/recommendations and compliments including

in the Central Region as an IP network with three parts. service provision, warnings before severing electricity
The remaining regions will make procurements in 2017. meters/notifying power costs/warning in case of power
Moreover, in 2016, PEA contracted for the construction outages/notifying news via SMS systems, etc.
of a Tier 3 Data Center, which is expected to be completed
in 2018. In addition, PEA modifed the current Data The 1129 PEA Call Center emphasizes
Center to meet ISO 27001 standards. customer-centric service provision to provide services
for stakeholders and customers in addition to creating

2.2 Organization Capacity Development maximum satisfaction. The Center’s main goal in service
PEA installed Automatic Meter Reading (AMR) provision is to be a center for communication and
via the General Packet Radio Service system (GPRS) information service provision every day in all 24 hours
for major power users which used power at 30 kilowatts including inquiries for information, fast and accurate
and up, or installed specifc 100 kVA transformers service provision, promoting good image and

including customers in the three border provinces of the relationships between PEA and power users and the
Southern Region to help power users have confdence public. Currently, the 1129 PEA Call Center operates
in reading units accurately and quickly. In addition, in Stage 3 and uses technology to develop service
power users were able to use personal power systems to be more advanced and modern. The number
consumption data on the Internet to manage power of line pairs was increased to 90 pairs with voice and
consumption to have maximum effciency, resulting in non-voice channels of service provision such as

satisfaction and good service image for PEA in addition to telephones, facsimiles, IVR Self Service, Web Chat
reduced meter reading expenses and losses. Installation and E-mail including service provision through
was divided into two stages consisting of 35,940 meters social media (Facebook and Twitter). This allowed
in Stage 1 and 59,310 meters in Stage 2. From the the 1129 PEA Call center to meet continually

58 SMART PEA
Annual Report 2016 Provincial Electricity Authority