The Qatar General Electricity and Water Corporation (Kahramaa) yesterday signed an agreement with Oracle Corporation (Oracle) to implement a Customer Relationship and Billing Management System aimed at providing a unified and comprehensive business system to enrich customer services mechanism and experience.
The agreement was signed by Kahramaa president engineer Essa bin Hilal al-Kuwari and David de Mayo, first vice president of Oracle at Kahramaa’s head office in the presence of other senior officials of the two organisations. 
The new system provides a unique experience throughout the customer’s journey with Kahramaa starting from registration until the issuance of the bill and its collection. 
At several levels of business transactions — including the Corporation’s website, application for smartphones, support systems, new interfaces to provide self-services at the highest quality standards  — it simplifies and facilitates procedures in accordance with international best practices.
Kahramaa excels at the international level by providing a global standard in regulations and procedures. The system also reflects a unique development of smart services that represents a fundamental change in the concept of service provision through the inclusions of dynamic programmes and applications, automatic chatting tools and data analysis to ensure responsiveness to customers’ needs.
The system will also provide the latest applications at the call centre and emergency offices that allow taking advantage of the capabilities of artificial intelligence, including the “Mobile Workforce Management”. The new billing system provides an integrated development of the bill issuance cycle from metre reading to bill issuance through smart applications that use advanced technologies and programmes to reduce human interference in a way that guarantees regular billing at the highest standards of accuracy and supports the financial sustainability of Kahramaa.
The project will improve data quality, providing smart business executable and predictive analysis to enhance the decision-making process. The total cost of the project is about QR55mn and implementation will be completed within 22 months.
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