Basic Info

提交前请先查看

提名人信息

机构信息

联合国成员国 泰国
机构名称 Metropolitan Electricity Authority
公共部门机构类型 国有
行政层级 地方的
项目名称 MEA Smart Life: The Application which answers all questions in electricity
项目运行年份 6
机构网站 www.mea.or.th

问题一:关于此项目

这个项目属于公共部门吗?

问题二:类型

该倡议与UNPSA类别之一相关吗? 推动公共机构的数字化转型
UNPSACriteria
未找到任何项目

问题三:可持续发展目标

此项目是否与17个可持续发展目标中的任一个相关?
如果您在上面问题回答的“是”,请具体说明此项目与哪一个可持续发展目标最相关。
产业、创新和基础设施
此项目与以上列举的可持续发展目标中的哪些具体目标相关?
9.4 到2030年,所有国家根据自身能力采取行动,升级基础设施,改进工业以提升其可持续性,提高资源使用效率,更多采用清洁和环保技术及产业流程

问题四:实施日期

这个项目是否有超过两年的历史?
请提供实施日期。 01 8月 2013

问题五:合作伙伴/利益攸关方

是否有联合国或其相关机构参与此项目?
参与项目的联合国机构?
请提供细节。

问题六:以前的参与

1.该倡议是否已提交过去3年(2017-2019)的申请?
如果是,请输入年份 01-1月-2017

问题七:联合国公共行政奖

此项目是否已经获得过联合国公共服务奖?

问题八:其它奖励

此项目是否获得过其它公共服务奖?
如有,请详细说明。 Digital Government Awards 2019 by Digital Government Development Agency (Public Organization) (DGA)

题 9: 您是如何得知联合国公共行政奖的?

您是如何得知联合国公共行政奖的? GOVERNMENT

题 10: 问题九:确认同意

我同意与相关人员和实体联系,询问有关验证目的的倡议。

问题一:关于此项目

这个项目属于公共部门吗?

问题二:类型

该倡议与UNPSA类别之一相关吗? 推动公共机构的数字化转型
UNPSACriteria
未找到任何项目

问题三:可持续发展目标

此项目是否与17个可持续发展目标中的任一个相关?
如果您在上面问题回答的“是”,请具体说明此项目与哪一个可持续发展目标最相关。
产业、创新和基础设施
此项目与以上列举的可持续发展目标中的哪些具体目标相关?
9.4 到2030年,所有国家根据自身能力采取行动,升级基础设施,改进工业以提升其可持续性,提高资源使用效率,更多采用清洁和环保技术及产业流程

问题四:实施日期

这个项目是否有超过两年的历史?
请提供实施日期。 01 8月 2013

问题五:合作伙伴/利益攸关方

是否有联合国或其相关机构参与此项目?
参与项目的联合国机构?
请提供细节。

问题六:以前的参与

1.该倡议是否已提交过去3年(2017-2019)的申请?
如果是,请输入年份 01-1月-2017

问题七:联合国公共行政奖

此项目是否已经获得过联合国公共服务奖?

问题八:其它奖励

此项目是否获得过其它公共服务奖?
如有,请详细说明。 Digital Government Awards 2019 by Digital Government Development Agency (Public Organization) (DGA)

题 9: 您是如何得知联合国公共行政奖的?

您是如何得知联合国公共行政奖的? GOVERNMENT

题 10: 问题九:确认同意

我同意与相关人员和实体联系,询问有关验证目的的倡议。

问题一:关于此项目

这个项目属于公共部门吗?

问题二:类型

该倡议与UNPSA类别之一相关吗? 推动公共机构的数字化转型
UNPSACriteria
未找到任何项目

问题三:可持续发展目标

此项目是否与17个可持续发展目标中的任一个相关?
如果您在上面问题回答的“是”,请具体说明此项目与哪一个可持续发展目标最相关。
产业、创新和基础设施
此项目与以上列举的可持续发展目标中的哪些具体目标相关?
9.4 到2030年,所有国家根据自身能力采取行动,升级基础设施,改进工业以提升其可持续性,提高资源使用效率,更多采用清洁和环保技术及产业流程

问题四:实施日期

这个项目是否有超过两年的历史?
请提供实施日期。 01 8月 2013

问题五:合作伙伴/利益攸关方

是否有联合国或其相关机构参与此项目?
参与项目的联合国机构?
请提供细节。

问题六:以前的参与

1.该倡议是否已提交过去3年(2017-2019)的申请?
如果是,请输入年份 01-1月-2017

问题七:联合国公共行政奖

此项目是否已经获得过联合国公共服务奖?

问题八:其它奖励

此项目是否获得过其它公共服务奖?
如有,请详细说明。 Digital Government Awards 2019 by Digital Government Development Agency (Public Organization) (DGA)

题 9: 您是如何得知联合国公共行政奖的?

您是如何得知联合国公共行政奖的? GOVERNMENT

题 10: 问题九:确认同意

我同意与相关人员和实体联系,询问有关验证目的的倡议。

Nomination form

Questions/Answers

题 1

请简要描述项目所解决的问题或挑战,并具体说明其目标。(最多300字)
The Metropolitan Electricity Authority (MEA) distributes electricity power to approximately 3.81 million electricity users in three provinces, i.e. Bangkok, Nonthaburi and Samut Prakan, by dividing the service area into 18 MEA’s Districts. These three provinces are regarded as big cities and have crowded population that is currently in a transition period, entering an aging society. Meanwhile, the mobile devices use trend, especially smartphones, has come to change the behavior of customers because it eases access to information and quickens the forwarding of data. According to the conditions above concerning the transition to an aging society, changes in information technology which is accessible to everyone, changes in customers behavior and also the traffic problems, The MEA has applied digital technology in a process to improve and to offer new service in the form of “MEA Smart Life Application”, that focuses on easy, convenient, fast and modern solutions. Customers can access various services “Any Where, Any Time, Any Device”. The results from using this new application, aside from creating good experience for customers, MEA will also receive information that can be compiled, processed, analyzed and provide in-depth information which leads to the extension with Big Data and Digital Transformation and in order to focus on customers. Moreover, MEA Smart Life can help expand other government services and make good collaboration between organizations, especially, public sectors, and other state-owned enterprises such as plumbing, hospitals, police stations and fire stations in the form of Smart Services and Smart Utilities. MEA Smart Life connects and shares information between departments, thus bringing ease, speed and convenience for everyone to increase the safety of life and property. Everyone is able to access the service 24 hours a day, as our intention is to take care of everyone without leaving anyone behind.

题 2

请解释该项目如何与所选类别相关联。(最多100字)
MEA Smart Life is linked to UNPSA 2020 in category 4: promoting digital transformation in the public sector. There are many features in this application: Check and pay electricity bills, Payment by QR code, Notification of payment status, Reports of electrical outage link information with GIS map and automatically sends data to proceeding work. MEA Smart life is the first service innovation of Thailand related to electric utility via mobile devices. It connects customer locations with electrical service information. MEA Smart Life is created based on MEA’s customer requirements; up-to-date, convenience and accessibility anywhere anytime.

题 3

a. 请具体说明该项目支持哪个/些可持续发展目标和具体目标,并详细说明该项目如何为这些目标的实施做出了贡献。(最多200字)
“MEA Smart Life", is a service innovation that corresponds to the lifestyles of electricity users who want convenience and speed, and helps support the Sustainable Development Goals 2030 “Goal 9 Building a durable infrastructure. To promote comprehensive and sustainable industrial development and to promote innovation Goals 9.4”. Since it uses IT systems to create service innovations to increase the efficiency of resources and technology, it improves the process that is environmentally friendly, reduce carbon dioxide emissions in the whole country, responds to the Digital Economy policy of the government, and also supports the readiness to drive the country into the Thailand 4.0 era to a "Value-Based Economy", a form of concrete innovation promotion.
b. 请描述一下该项目如何在社会、经济和环境方面具有可持续性。(最多100字)
MEA Smart Life creates sustainability in 3 dimensions as follows: 1. Economy: Save traveling expenses for people who use the service. 2. Society: Reduce the cost of imported fuel for the country. Customers/People in all groups, especially the elderlies, and the bed ridden, can be served quickly and timely. They can access assistance from crucial services promptly, such as the services from hospitals, police stations, fire stations etc. 3. Environment: Reduce traffic volume or the amount of travel which also reduces fuel consumption and greenhouse gas emissions from automobile combustion, which is a major cause of climate change.

题 4

a. 请解释该项目如何解决特定国家或地区范围内的政府管理、公共行政或公共服务方面的重大缺失。 (最多200字)
MEA, as a state enterprise, is responsible for distributing electricity to people in the capital. We intend to meet the needs of electricity users, raise ourselves to international standards of satisfaction, improve service processes and ICT system development, extend various services, such as the MEA Smart Life Plus function to increase convenience for customers , reduce travel expenses and bring efficient, quality service to help support the enhancement of competitiveness of entrepreneurs and the country, alongside taking care of society, communities and environmental responsibilities.
b. 请描述该项目如何解决国家背景下的性别不平等问题。 (最多100字)
This project is undertaken to support the use of all stakeholder groups without discrimination, regardless of differences of gender, ethnicity, education, and benefits, which is in accordance with MEA’s Good Corporate Governance policy in providing equal service to all people, and to reduce inequality in accessing our services.
c. 请描述该项目的目标群体是谁,并解释该项目给目标群体带来的改善成果。 (最多200字)
The target group of the project is electricity users in the distribution areas of the Metropolitan Electricity Authority. Currently, approximately 3.81 million people are positively affected. Positive impact for electricity users and the society as a whole are as follows: 1. Reduced amount of travel to pay for services/transactions at the Metropolitan Electricity Authority, resulting in saving traveling expenses or fuel costs 2. Save travel time 3. Can operate outside of business hours so users can access the service any day and any time. 4. Electricity users that are far away (Especially vulnerable groups) can access the service quickly and solve problems in time, due to being able to specify a clear location for using the service and/or receive service, as well as receiving timely solutions in a shorter period of time to create safety for their lives and property.

题 5

请描述该项目是如何实施的,包括关键发展和步骤、监测、评估活动以及年表。 (300字)
In 2009, MEA developed a system to provide maps through web applications, which collected data and meter positions of customers in the MEA service areas In 2012, Gartner forecasts technology trends for 2013. First, mobile phones will replace PCs as devices that accesses websites around the world. In 2012, MEA encountered problem of customers not receiving or losing their bills. Customers did not know the address or contact number of MEA. From the problems mentioned above and changes in technology trends, MEA has developed a Mobile Application: MEA Smart Life Version 1. Customers can check their electricity bill and generate a barcode or QR code representing the electricity bills which can be paid at MEA’s district offices. A map showing the location of the MEA district offices is also provided together with a telephone number. Customers can report power failure by sending photos. In 2015, MEA Smart Life was upgraded to Version 2. It is easier to report power outages within 2 taps. In 2016, MEA Smart Life was upgraded to Version 3. Customers can pay the electricity bill using “MasterCard” credit card. A New feature of alerting their electricity invoice was included. In 2017, Customers can check their electricity consumption history including electricity consumption units and electricity charges for the past 6 months. In 2018, Increase bill payment channels through credit cards, Internet banking and Wallet.
b. 请清楚地解释所遇到的障碍以及这些障碍是如何被克服的。(100字)
From implementing this application, there are additional solutions to make things more convenient for the public, such as customers having to spend more time to pay for their bills at payment locations. Customer inconvenience in reporting power outages and the customers not receiving power outage announcements for maintenance. Therefore, the application has developed more channels to receive online payment, Increase channels for reporting power outages and new channels for power outage announcements for maintenance. Serving people anywhere, anytime, and on any device.

题 6

a. 请说明在您所在国家或地区,该项目在哪些方面具有创新性。(最多100字)
MEA Smart Life is the first utility service application in Thailand that provides public services for online electricity bill payment and related services to respond to the needs of the people who live in urban areas by using technology and innovation that can easily and conveniently be accessed by the public.
b. 如果相关,请描述该项目是如何从其它国家和地区的成功项目中获得灵感的。(最多100字)
Nowadays people can easily access any applications via Smart Phones. Therefore, The Metropolitan Electricity Authority has developed MEA Smart Life to meet the people’s needs. Moreover, MEA has surveyed the opinions and statistics of applications usage via smart phone around the world to improve the application.

题 7

a. 根据您的组织信息,该项目有没有转接或适用到其它情况(例如,其它城市、国家、或者地区)?如果有,请说明在哪里以及是如何进行的。(最多200字)
MEA Smart Life received many awards including Core Process Improvement Project Award: ICT Excellence Awards 2016 is a core process improvement project. The Awards praised organizations emphasizing on core process improvement, reduction in work redundancy and costs, increase in efficiency and productivity. Moreover, it improved convenience and reduced operational errors. This award provided the public with knowledge of our excellence in management in order for other organizations to treat it as a role model for developing their organization and improving their abilities in a global competition. The award of excellent service (Thailand Public Service Reward 2016) is an award for organizations that create new services, new procedures and new technologies to support their customers’ requirements. This award promotes and supports government organizations to improve the quality of public services and to follow up their performance to award the National Government Service for government organizations. MEA Smart Life is created through cooperation between MEA, MWA, BMA and others. We signed contracts for information exchange and service technology. The purpose is to integrate information and technology in order to effectively improve service quality. It can enhance sustainable development and spread public knowledge to others, for example to Vietnam, Nigeria and universities.
b. 如果尚未转移/适用到其它情况,请描述其转移的可能性。
-

题 8

.使用了哪些具体资源(例如财务、人力或其他资源)来实施该项目? (最多100字)
MEA Smart Life development was conducted as follows • Outsource the application developer through MEA’s annual budget • Survey, collect data, design and develop work procedures to support the services by MEA’s employees • Develop, install, train and link relevant data by specialists of mobile application development for both Android and iOS from external agencies. • Linked Citizen database and Electricity consumption from MEA's ERP system for electricity bill payment service, consumption history and related services also linked data from bill payment agents for online bill payment. • Train MEA’s employees for Systematic application development by ourselves.
b. 请从财务和机构角度来解释,是什么确保该项目的长期可持续性?(最多100字)
MEA Smart Life is the main communication channel between MEA and the customers. MEA has encouraged in many ways for sustainable development such as financial and policy. In terms of financial, there is an Allocated budget for application administration and development every year. As for the policy, the Application System Development Department has been assigned to develop applications with information supported by other departments. However, the Application System Development Department also has the responsibility to design development and public relations and receive feedback for sustainable development.

题 9

a. 该项目是在内部还是外部正式评估的?
b. 请描述一下评估是如何进行的以及由谁评估的。 (最多100字)
MEA and Thammasat University Research and Consultancy Institute have surveyed the demand and satisfaction of users quantitatively. We selected the target group by Taro Yamane random method at 95% confidence level. We surveyed 3,714 customers for 4 external service systems and 4,089 MEA’s staff for 4 internal service systems. In addition, MEA used State Enterprise Performance Appraisal (SEPA) and Thailand Quality Award (TQA) to evaluate organization.
c. 请描述使用的指标和工具。(最多100字)
MEA Smart Life App showed a customer satisfaction score of more than 80%. The survey was conducted by collecting information via quantitative and qualitative methods to receive information for advanced statistics analysis and qualitative method. In 2018, it was rated the best application compared to others, with a rating of 4.1 out of 5 in IOS which is the highest among similar applications, and was the 4th ranked application on the Android operating system. On average, there are more than 5.5 million bill payments and 600,000 reports of power outage per year via the application.
d. 评估的主要发现是什么(例如,该项目筹集的资源充足、实施质量和面临的挑战、主要成果、倡议的可持续性,影响力等)以及如何利用这些信息为该项目的实施提供资讯 。(最多200字)
According to the satisfaction survey, we found that the number of users and downloads have continuously increased from 2012 to 2019. It indicates a change in customer behavior, from paying bills at MEA office to paying via the online application. Consequently, it can reduce traffic problems. in line with the objective of MEA Smart Life.

题 10

请描述该项目如何在其机构范围内以整合的方式开展工作; 例如,该项目如何在各级政府中横向或者纵向开展工作? (最多200字)
MEA has compiled the customers’ needs from call center database and analyzed them for service improvements. Application System Development Department used that information to design and develop the Smart Life App. Corporate Communication Department, Marketing and Customer Relation Department and MEA’s branches disseminated the objectives and benefits of the application to stakeholders. MEA created public relation programs about new payment channels to various payment agents: Easy Bill, 2C2P, 7-Eleven, Tesco Lotus, Counter Service. In addition, MEA communicated with the public and the mass media through TV programs, radio programs and magazines. Moreover, MEA has increased cooperation with other state agencies such as Metropolitan Waterworks Authority to increase the water payment channels. From the customer responses as mentioned above, the number of cumulative application downloads has steadily increased since the end of 2013, from about 30,000 times to over 1.6 million times at present. Moreover, MEA hired an advisor to survey customer satisfaction every year to obtain information for improving the application in the next version

题 11

2030年可持续发展议程强调协作、参与、合作关系和包容性。请描述哪些利益相关方参与设计、实施和评估计划以及这些参与是如何实现的。 (最多200字)
MEA Smart Life, which is currently operating at the organization level, facilitates customers to report power outages. By specifying the current location of the power failure immediately, that is notified via MEA Smart Life. This can reduce the time required to ask for details from electricity users, help employees to provide service correctly, match positions, reduce damage due to power failure, increase credibility (Reliability) of the distribution system that integrates existing resources to maximize benefits, help provide a full range of services in the long term and also alleviate the problem of traffic congestion in Bangkok, which is a public issue related to the energy budget. Moreover, it can help expand other government services and make good collaboration between organizations, especially public sectors, and other state-owned enterprises such as plumbing, hospitals, police stations, and fire stations in the form of Smart Service and Smart Utility. MEA Smart Life connects and shares information between departments, and eases service for all people, through speed and convenience, to increase the safety of life and property. Everyone can access the service equally 24 hours a day as our intention to take care of everyone without leaving anyone behind.

题 12

请描述主要经验,以及贵组织计划如何改进该项目。(最多200字)
To provide services that truly responds to the customers’ needs, all employees must be involved and understand the customer centric concept. The communication about MEA Smart Life is important to increase awareness for all stakeholders. For the next version of the application, the Design Thinking process has been established to find new ideas. The Workshop is needed to achieve this process. To upgrade a new version of MEA Smart Life, the executive and the customer service employees are included in the workshop to brainstorm the ideas.

返回列表

请等候……