As a public service manager, a pan-African water and electricity producer and a provider of high-speed data transfer capabilities and training solutions, the Eranove group has been present in Africa for more than 50 years, through its subsidiaries. Its history and its development demonstrate successful State partnerships, seeking to provide a quality service, sustainable development goals and helping States with their strategic goals in the relevant sectors.
Great care must be taken by any company in designing, carrying out, operating and maintaining facilities, in order to prevent accidents that could affect the health and safety, not just of its employees and its subcontractors, but also of residents and consumers.
The health and safety risks for consumers and residents fall within the framework of strict national and international regulations, whose implementation is regularly tested by third-party bodies and public authorities.
The Group involved local communities very early on in a shared vision of economic and social development. Since 2014, the Eranove group has organised its societal initiatives in line with the ISO 26000 guidelines: stakeholders now have a system for expressing themselves and for directing those societal initiatives that they are able to benefit from.
Alongside their customers, public service relations are constantly moving towards more service, information and transparency, in order to respond to the increasing demand for information, for improved service accessibility, for easier ways to deal with bills and for smoother troubleshooting.
Following the identification of issues within the ISO 26000 framework and an ethical approach, the Group’s companies are now aware of the advisory role that they can play, for their subcontractors, providers and partners, encouraging them to respect basic guidelines in terms of responsibility.
This awareness has led, in particular, to the presentation of consultation frameworks, the integration of providers in following the ethical charter or sharing good practice.
Cockpit 2.0 is an integrated platform for operations management and for dealing with customer requests and complaints. Set up in 2014, including a call centre and real-time operations monitoring, SDE’s Cockpit achieved its digital revolution in 2017.
The technology that Cockpit 2.0 uses and the application that manages its services allows them to be accessed from a mobile device (telephone, smartphone) or a fixed device (PC) via any available communication channel (SMS, GSM, 2G, 2.5G, 3G, 4G, Wifi, Internet…).
The monitoring cockpit now provides:
- Precise information on all the customers in greater Dakar (geolocation, contact number and email etc.).
- A call centre which will become the only customer relations entry point.
- A technical monitoring service that provides digital tools for real-time organisation and monitoring:
- Local intervention for maintenance work, connections and customer requests for subscriptions, cancellations…;
- The location of the fleet vehicles to optimise intervention time;
- Cloud-based intervention reports: photos stored in the database in order to ensure intervention traceability, as well as voice recording.