Air Selangor’s receives recognition for real time technology utilisation at the Malaysia Technology Excellence Awards 2022
Air Selangor has won the Mobile-Utilities award in the Malaysia Technology Excellence Awards 2022 for its Intelligent Emergency Response Plan (i-ERP). The awards programme aims to recognise exceptional companies that are leading their respective industries, advancing the technological and digital journeys to be catalysts in Malaysia’s economic growth.
As the largest water services provider in Malaysia, Air Selangor designed and pioneered the establishment of i-ERP in 2021 to better serve the 8.4 million consumers across Selangor, Kuala Lumpur, and Putrajaya.
The i-ERP system is a cloud computing platform that activates during incidences of water disruptions, offering 24/7 real time updates on affected areas including time, status, location of support centres and availability of support services to consumers.
The industry leading system enables Air Selangor to accelerate its customer engagement and satisfaction through a digital touchpoint by providing strategic insights to drive an effective ERP incident management in recovery planning, taskforce mobilisation and operational costs optimisation.
Being a unique cloud-powered platform, i-ERP is designed with an interactive data visualisation supported by Alibaba Cloud and Kubernetes, offering system scalability and cost-efficiency.
This cloud computing platform can be accessed in a single click through mobile phones, computers, and tablets to access real-time details of affected areas, estimated recovery time and percentage of recovery status.
i-ERP also enlists the location of support services such as local service centres, public water taps, and commercial water filling stations to cater to the emergency water supply to the affected areas’ consumers. System wise, the cloud-powered platform is built on a holistic architecture comprising two integrated platforms inclusive of Content Management System (CMS) and Consumer Website Portal, which capitalises on Application Programming Interface (API) as a connectivity interface.
Air Selangor’s Intelligent Command Centre (ICC) is used for monitoring the ERP affected reservoirs’ level. Meanwhile, the consumer website portal functions as a customer-facing platform and is activated during ERP to inform consumers about water disruption and support services.
In October 2021, the platform had enabled 1.6 million consumers to access the consumer website portal during the ERP scheduled shutdown for information and water supply assistance. In addition to that, the i-ERP customer rating also increased by 95% where consumers provide positive reviews on its convenience to track affected areas through easy navigation of Google Maps. It also gained positive user feedback on social media, complementing its reliability in real-time recovery status.
As part of the system’s continuous enhancements, the i-ERP will be integrated as an application in Air Selangor’s Operations Mobile Application (OMA) platform in 2022, to allow early detection by the operations team to ease water operations troubleshooting using their mobile phones.
i-ERP is a game changing technological development that will forge greener pastures ahead realising advance business intelligence for Air Selangor to become a digital utility of the future through real time monitoring and prediction, digital working culture and customer engagement.