Powering Up Performance: 80% Faster Service in the Energy Sector
faster troubleshooting of faulty electricity meters
acceleration in new prepaid meter installation services
Significant reduction in GT trip events and false alarms
Total Savings
The Challenge
In Indonesia’s vast energy network, reliability isn’t just a technical expectation—it’s a public obligation. Yet one state-owned energy provider was struggling with service inefficiencies that impacted both customer satisfaction and operational performance.
Some of the most visible pain points included:
Faulty KWH meters that took far too long to troubleshoot and fix
Prepaid electricity installations that dragged on for weeks
Frequent equipment failures, including false alarms, vibration issues, and generator trip events
Excessive coal consumption and poor fuel efficiency
Slow procurement processes, leading to delays in repair and service rollouts
These inefficiencies weren’t just internal—they affected millions of customers and imposed heavy costs on operations.
SSCX Approach
SSCX stepped in with a full-spectrum Operational Excellence program targeting both service delivery and technical reliability.
The approach was twofold:
Customer-Facing Process Improvement
SSCX streamlined the end-to-end process for meter servicing and new installations using Lean methodologies—cutting redundant approvals, simplifying registration, and reengineering field dispatch protocols.Technical Reliability Enhancement
Using root cause analysis and performance monitoring, SSCX worked with plant and maintenance teams to tackle issues like GT trip events, false alarms, vibration in critical pumps, and fuel system inefficiencies.
These were not one-size-fits-all fixes. Every change was data-driven, piloted, and validated in controlled settings before wider rollout.
Exploration & Validation
SSCX helped the utility map every touchpoint in the fault response process—from customer report to technician dispatch to system resolution. Analysis showed that:
The bulk of delay came from slow coordination and redundant approvals
Technicians had little autonomy for routine fixes
Existing meter registration systems created bottlenecks at multiple steps
On the technical side, vibration readings from pumps and alarm histories from GT units were reviewed. High false alarm rates and repeated shutdowns pointed to:
Poor calibration
Incomplete preventive maintenance
Lack of integrated monitoring systems
Procurement logs revealed PR to PO cycles stretched far beyond target timeframes, delaying even simple repairs.
The Solution
Working alongside the internal team, SSCX helped implement:
For Service Efficiency:
A reengineered troubleshooting protocol for faulty KWH meters, cutting resolution time by 80%
A one-window flow for prepaid electricity applications, removing redundant steps—leading to 95% faster installations
Field technician empowerment with pre-approved authority for common service scenarios
For Technical Performance:
Improved scheduling and calibration of key equipment (e.g., vibration-prone MCW pumps)
False alarm reduction protocols and GT trip root cause elimination
Optimized bio-fuel blending system and coal consumption through better monitoring and control logic
Simplified PR to PO procurement workflow for faster spare part acquisition
Each initiative was paired with rapid-cycle testing to measure gains and refine rollout strategies.
The Result
The transformation had immediate and far-reaching impact:
⚡ Customer services were radically faster:
Troubleshooting for technical complaints was slashed by 80%
New prepaid power installations saw 95% acceleration
🔧 Technical reliability was restored:
Fewer GT trips, fewer false alarms, and stabilized vibration issues
Coal and bio-fuel usage optimized with measurable cost impact
💰 USD 8 million/year in savings:
From improved procurement, energy use, and maintenance performance
Additional value through improved service-level KPIs and public trust
What We Learned
This project demonstrates how efficiency and reliability go hand-in-hand in critical infrastructure. By applying lean principles and smart diagnostics, even long-standing legacy systems can evolve rapidly.
The key was not overhauling the entire system overnight, but piloting practical improvements, building internal confidence, and scaling what worked. The result: measurable financial impact, happier customers, and an empowered internal team ready to lead the next wave of innovation.
