Sarawak Energy: Surging Ahead in the Digital Revolution of Electric Utilities

Sarawak Energy’s digital roadmap seeks to transform various aspects of their business processes, from procurement to station monitoring and maintenance to overall operational needs.

AIBP 2021 Malaysia Enterprise Innovation Award Winner

Project Summary

Founded in 1932, Sarawak Energy is the electric utility company of the Malaysian state of Sarawak. It is 1 of Malaysia’s 3 electrical companies and has a generation capacity of 5,306MW of electricity, serving over 3 million customers. 

Sarawak Energy is focusing on data as a strategic asset. Under the Digital Power Plant initiative, the utility piloted the Performance Monitoring System (PMS) for the Sejingkat and Balingian coal-fired power plants to monitor efficiency and performance status of critical components to maintain near best achievable efficiency. This contributed to fuel cost savings of approximately RM2.6 million per year. Sarawak Energy has also successfully completed a POC to demonstrate remote operability of the Batang Ai HEP from their headquarters.

Under the Smart Retail initiative, e-Customer eXperience (eCX) for online electricity supply applications was implemented. Integrated Customer Care Centre (CCC) with upgraded CRM and Contact Centre increased the Service Level percentage from 77% to 94%. Customer Satisfaction Index (CSI) rating increased from 79.7% in 2020 to 81.8% in 2021 following the launch of Sarawak Energy’s first Chatbot, Carina.

Sarawak Energy currently has 3 major business digital blueprints: the SEB Power Digital Blueprint for remote monitoring and diagnostic, and generation transformation, the SEB Smart Grid Blueprint covering remote monitoring and control system, smart access control and surveillance, and Retail Transformation covering Advanced Metering Infrastructure. Sarawak Energy is exploring Virtual Reality for technical training, and blockchain to be applied in wholesale energy market and competency certificates tracking.

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