INGENIEUR
sites by August 2013. The system relies on
communications and IT to automate processes,
improve communications and provide accurate
data with the goal of reducing supply interruption
and enhancing customer service.
An illustrative diagram of TNB’s MFFA system
as given in Figure 3 shows the work flow from
when a customer makes a report to CMC of supply
interruption to the time the customer is notified of
supply normalisation.
Large Power Customer Service Enhancement
through Remote Meter Reading System
Traditionally, energy meters at consumer premises
have been manually read by TNB employees on a
monthly basis. As a manual process, meter reads
were subject to errors and inconsistent meter
read cycles. For large power consumers (LPCs),
who contribute about 70% of TNB’s revenue, it
was decided that investing in advanced meter
technology and ICT would produce significant
benefits to both customers and TNB. Subsequently,
TNB embarked on a Remote Meter Reading (RMR)
project involving 60,000 LPCs in 2005. Customers
have benefitted from the project by getting accurate
and timely bills and access to information on their
energy consumption (load profile). Benefits to TNB
include efficient meter reading and billing process,
abil