Page 555 - Annual Report 2022 - PLN Indonesia Power

Tanggung Jawab Sosial dan Lingkungan
Social and Environment Responsibility

Kinerja Sosial
Performance on Social Aspects

Workshop Penyampaian Hasil Survei Kepuasan Pelanggan Tahun 2022
Workshop on Presentation of 2022 Customer Satisfaction Survey Results
Workshop Penyampaian Hasil Survey Kepuasan, Ketidakpuasan Workshop on Presentation of 2021 Customer Satisfaction,
dan Keterikatan Pelanggan PLN Indonesia Power Tahun 2022 Dissatisfaction, and Engagement Survey Results was held in HPP
pada tanggal 21 – 23 November 2022 yang berlokasi PLTA Bengkok, Bandung on November 21-23, 2022. The participants
Bengkok, Bandung. Acara ini dihadiri oleh seluruh perwakilan were representatives from all Power Generation Units (PGU, POMU,
Unit Pembangkit PLN Indonesia Power (PGU, POMU, OMU, MSU) OMU, MSU) and Head Office, as well as from independent surveyor
dan dari Head Office IP serta dari pihak surveyor independen (PT Sucofindo). There were 60 people in total and below were the
(PT Sucofindo), dengan jumlah peserta sekitar 60 orang, dengan activities:
kegiatan antara lain :
1. Penyampaian materi terkait Metode Survei Pelanggan. 1. Presentation of Materials on Customer Survey Methods.
2. Penyampaian Hasil Survei Kepuasan Pelanggan Eksisting, Jasa 2. Presentation of Existing Customer Satisfaction Survey Result,
O&M dan MSU. O&M Services, and MSU.
3. Diskusi terkait Hasil Survei dan saran pelanggan untuk 3. Discussions regarding the Survey Results and suggestions for
perbaikan. improvements.

Upaya Perusahaan dalam Memenuhi Hak dan Harapan Pelanggan
Company's Measures in Ensuring Customers’ Rights and Meeting Their Expectations

Sebagai bagian dari upaya memenuhi ekspektasi serta hak-hak As part of the measure to satisfy customer's expectations and
pelanggan, PLN Indonesia Power telah menyusun langkah-langkah rights, PLN Indonesia Power has established the following steps to
terkait dukungan pelanggan sebagai berikut: support customers:

Proses Menyebarluaskan
Persyaratan Dukungan
Uraian Proses Memenuhi Dukungan Pelanggan Pelanggan ke Pihak Terkait
Description Process of Fulfilling Customer’s Support Process of Disseminating
Terms of Customer’s
Support to Related Parties
Kesiapan 24 Jam Operator - Menetapkan PIC. Membuat dan menetapkan
Control Room dan ETMC - Menetapkan durasi kesiapan. prosedur terkait Pengendalian
24 Hours Readiness - Menetapkan tata cara menerima dan menjawab telepon. Niaga
of Control Room - Evaluasi informasi dan efektivitas media untuk perbaikan Formulating and determining
- Determining PIC.
procedure regarding Commerce
Operator and ETMC
Control
- Determining duration of readiness.
- Determining etiquette of receiving and answering phone calls.
- Evaluating information and media effectiveness for improvement
Energi Listrik Electrical Energy Grid (550 kV dan 150 kV) Grid (550 kV and 150 kV) Optimalisasi penggunaan - Menetapkan PIC untuk setiap aplikasi sesuai dengan Tupoksi. Melakukan sosialisasi kepada
pegawai terkait Protap
aplikasi realtime kesiapan
- Menetapkan response time mengacu pada Protap.
pembangkit
Conducting socialization
- Evaluasi informasi dan efektivitas media untuk perbaikan.
Optimization of application - Determining PIC for each application in accordance with their job
toward employees regarding
utillization on generator’s
Standard Operating Procedure
description.
- Determining Response Time accordingly to Standard Operation
realtime readiness
Procedure.
- Evaluating information and media effectiveness for improvement.
Room
prosedur terkait Pengendalian
- Menetapkan durasi kesiapan.
Embedded (20 kV) Kesiapan Operator Control - Menetapkan PIC. Membuat dan menetapkan
- Menetapkan tata cara menerima dan menjawab telepon.
Niaga
Readiness of Control Room
Formulating and determining
- Evaluasi informasi dan efektivitas media untuk perbaikan
Operator
procedure regarding Commerce
- Determining PIC.
- Determining duration of readiness.
Controlt
- Determining etiquette of receiving and answering phone calls.
- Evaluating information and media effectiveness for improvement
2022 Annual Report
www.plnindonesiapower.co.id 555
PT PLN Indonesia Power