Latest news with #SLAs
Business Recorder
09-07-2025
- Business
- Business Recorder
Blackouts and broken promises: lessons from KE's privatisation — II
Lessons and way forward The bottom line for consumers is that privatisation did not deliver reliable power, reasonable rates, or responsible management. Instead, they have faced many of the same issues that plague public utilities — load shedding, line losses, billing disputes — plus new frustrations like feeling powerless against a monopoly. This experience holds important lessons for the wider power sector privatization agenda. As the government prepares to offload FESCO, GEPCO, IESCO and others from its portfolio, that the country cannot afford to repeat. To ensure that future transactions genuinely serve consumers and the economy, the following safeguards must be made non-negotiable in all upcoming privatization deals: Robust Service-Level Agreements (SLAs): Contracts must specify maximum allowable outage hours per feeder and include automatic, pre-specified financial penalties that bite—not token fines that become a cost of doing business. Smart Metering Enforcement: Advanced metering infrastructure should be deployed to its full potential. Delinquent connections must be isolated at the sub-feeder level, ensuring compliant consumers never suffer for others' theft or nonpayment. Blackouts and broken promises: lessons from KE's privatisation — I Automatic Profit Rebates: Tariff structures must embed an automatic 'claw-back' mechanism, with rebate payments to consumers triggered immediately once earnings thresholds are breached—delay through litigation must be disallowed. Safety and Infrastructure Mandates: Investment commitments for line insulation, transformer replacements and real-time network monitoring must be mandatory, audited by third parties and published publicly every quarter. Independent Oversight Body: Beyond Nepra, an independent 'Power Service Commission' — with equal representation from federal, provincial and consumer bodies—should have authority to review SLAs, impose penalties, and even revoke licenses in extreme cases. Consumer Grievance Escalation Path: A transparent, tiered complaints process—culminating in a binding arbitration panel—will give consumers and businesses a credible avenue to resolve billing or service disputes without endless bureaucratic delay. If these mechanisms are not embedded from the outset, Pakistan risks entrenching private monopolies that are just as opaque and unaccountable as the public ones they replace, only with even fewer tools for course correction. The next phase of privatization must not merely change ownership, it should rewrite the rules of engagement between utilities and the people they serve. Anything less will repeat the same mistakes, at a much higher cost. (Concluded) Copyright Business Recorder, 2025
The Sun
13-05-2025
- Automotive
- The Sun
VinFast collaborates with four Philippine partners for robust service network expansion
MANILA, PHILIPPINES - Media OutReach Newswire - 13 May 2025 - VinFast today announced the official signing of collaboration agreements with four reputable partners in the Philippines: Goodyear Philippines, Tire King and Rubber Products, Power Tread Services, and Marcjan Cavite. These partnerships are expected to play a key role in helping VinFast reach its goal of establishing over 100 authorized service workshops across the Philippines in 2025. Under the newly signed Memorandums of Understanding (MOUs) and Service Level Agreements (SLAs), VinFast will collaborate with four experienced partners operating service centers across the Philippines to provide maintenance, repair, and electric vehicle care services in accordance with the Company's global standards. Specifically, VinFast and Goodyear Philippines will work closely with the goal of establishing 50 authorized VinFast service workshops in 2025. Similarly, Marcjan Cavite is expected to open eight workshops, while Tire King and Power Tread will each establish seven. These authorized VinFast service workshops in the Philippines will adhere to stringent standards regarding facilities, machinery, equipment, and the professional qualifications of the technical teams. They will also prioritize the provision of genuine services and parts for VinFast vehicle owners. As part of this collaboration, VinFast is committed to supporting its partners through personnel training programs, technical consultation, and experience sharing, aiming to rapidly expand the network of authorized service workshops. These latest agreements - combined with previous MOUs signed with JIGA and Motech - will serve as a crucial stepping stone for VinFast to accelerate the development of its electric vehicle ecosystem in the Philippines, enhancing the after-sales experience for customers. Mr. Pham Sanh Chau, CEO of VinFast Asia, shared: 'The collaboration with experienced and insightful local players in the Philippines is a clear testament to VinFast's enduring commitment to developing a comprehensive electric vehicle ecosystem here. This marks the beginning of promising partnerships, laying a solid foundation for VinFast to better serve customers and promote a green lifestyle throughout the nation.' Nearly a year since its market entry in the Philippines, VinFast has steadily expanded its presence with its portfolio of smart EV models, attractive sales offerings, and a continuously refined after-sales support system. Across Southeast Asia, VinFast is actively pursuing the development of a comprehensive 'For a Green Future' ecosystem, placing a strong emphasis on collaborative growth of charging infrastructure and service networks. This framework, established successfully in Vietnam, is now being extended to promising markets such as the Philippines.
Techday NZ
08-05-2025
- Business
- Techday NZ
NICE & ServiceNow partner on AI to unify customer service
NICE and ServiceNow have announced a strategic partnership to provide organisations with an automated, AI-powered solution for end-to-end customer service fulfilment across enterprise operations. The collaboration brings together NICE's AI-powered customer service automation platform and the ServiceNow AI Platform with Customer Service Management (CSM) to create an integrated framework that links front-, middle-, and back-office functions for improved service delivery and operational efficiency. This integration aims to address longstanding issues caused by operational silos in customer service. By combining real-time customer engagement automation with enterprise workflow management, organisations will be able to connect customer-facing interactions with fulfilment processes managed in back-end systems through a single unified platform. The companies claim this approach will help businesses resolve service requests more rapidly, minimise service gaps, enhance agent productivity, and transform fragmented customer journeys into cohesive experiences. Barry Cooper, President, CX Division at NICE, said, "Many businesses face the challenge of fragmented systems and siloed workflows that hinder efficiency and the experience they provide to their customers. By bringing together NICE's AI-driven customer service automation and ServiceNow's robust AI platform, we're enabling businesses to streamline their operations and deliver fully automated customer service fulfilment. This unified approach will improve both customer and employee experiences, delivering greater value for all." The partnership leverages both organisations' AI and automation strengths, providing what they describe as a unified customer experience framework designed to support various aspects of customer service operations. One aspect of this collaboration is the ability to unify AI-powered customer engagement. Organisations will be able to synchronise ServiceNow's customer data with NICE's engagement intelligence, enabling real-time matching of customers to optimal agents. The AI analyses sentiment, intent, service history, and service level agreements (SLAs), dynamically routing chats and cases across different teams. This approach is expected to improve customer satisfaction, drive revenue, and support efficient resolutions. Michael Ramsey, General Vice President, Product Management, CRM and Industry Workflows at ServiceNow, said, "Organisations are under increasing pressure to meet rising customer expectations while reducing operational costs. By integrating NICE's Contact Centre-as-a-Service (CCaaS) and workforce engagement management (WEM) capabilities with the ServiceNow AI Platform, we're unifying real-time customer engagement with enterprise workflow automation." The combined solution also aims to enhance workforce productivity via AI-powered support for agents. Employees receive role-specific guidance and immediate insights into customer sentiment, behaviours, and service histories, empowering them to make informed decisions and deliver tailored outcomes. AI-based recommendations are intended to assist agents in choosing optimal actions and automating workflows in pursuit of faster and better resolutions throughout the customer journey. Quality assurance will be supported by real-time AI analysis of interactions, which can detect trends and compliance concerns. The system is designed to automatically trigger relevant workflows, turning every customer conversation into an opportunity for continuous improvement and operational excellence. Liz Miller, Vice President and Principal Analyst at Constellation Research, commented, "Workflows and automations, even when powered by AI, can stall if they only exist in a silo. Together, NICE and ServiceNow are breaking down barriers that so often get in an organisation's way when working to deliver a fully integrated service experience. "This partnership streamlines every service request from start to finish, turbocharging service delivery, improving operational efficiency, and elevating customer satisfaction to new heights. It also unlocks the opportunity to best orchestrate the hand-off of experiences across sales, marketing, and service, intentionally connecting these critical workflows into a true enterprise-wide team sport we call customer experience." Involvement in the partnership has extended to system integrators, with Dave Seybold, Chief Executive Officer of TTEC Digital, stating, "We're excited to help our clients realise the potential of the NICE and ServiceNow partnership to transform the way they deliver customer experience. With AI-powered automation driving end-to-end workflows from front- to back-office tools and platforms, in what we call Experience Fulfilment, we see a future where every service interaction is faster, smarter, and more connected." The target availability for the new service offering is the fourth quarter of 2025.
TimesLIVE
30-04-2025
- Business
- TimesLIVE
Gauteng social development department 'has started paying NPOs'
The application process for funding of nonprofit organisations (NPOs) for the 2025/2026 financial year from the Gauteng department of social development was stringent. This is according to Oupa Shumeni, national children's sector chairperson at the SA National Aids Council, who said the application process was tedious. Shumeni made these comments after the department in the province warned NPOs that failed to submit their applications for renewal of funding or that submitted their applications after the closing date to refrain from going to the media to claim that the department had failed them. 'It was tedious and complicated; remember we are used to applying through regions but this one was stringent because it was centralised and everyone was applying at the provincial level,' said Shumeni. The department said on Tuesday that it had started paying the NPOs that have signed their service level agreements (SLAs) for funding in 2025/26. It said this followed an intensive process comprising applications, panelling, budget approval, issuance of successful letters and signing of SLAs across all corridors in the province.
Zawya
28-04-2025
- Business
- Zawya
Oman tightens oversight of water tanker operations with new regulatory framework
Muscat:The Authority for Public Services Regulation (APSR) has unveiled a new regulation to govern the operation of independent tankers in the Sultanate's water and wastewater sector. This major regulatory move, issued under the Water and Wastewater Sector Regulation Law (Royal Decree No. 40/2023), aims to elevate service standards, strengthen governance, and advance Oman's long-term sustainability agenda. The new framework sets clear rules for independent tanker operators engaged in water supply, wastewater collection and transport, and the delivery of treated water. Operators are now required to obtain official permits, operate strictly within designated zones, and comply with detailed Service Level Agreements (SLAs) covering technical standards, complaint management, inspection procedures, and emergency response protocols. To ensure transparency and accountability, licensed authorities must provide accessible application processes, including digital channels, monitor compliance rigorously, and maintain a centralized electronic registry capturing operator data, subscriber details, water supply and discharge points, tanker plates, and wastewater sources. The regulation also introduces a robust penalties regime for violations by operators and corporate entities, aiming to safeguard service quality and uphold operational standards across the sector. This latest initiative forms part of Oman's broader strategy to modernize its vital water and wastewater infrastructure. It underscores the Sultanate's commitment to efficient, high-quality public services in alignment with the national objectives of Oman Vision 2040. 2022 © All right reserved for Oman Establishment for Press, Publication and Advertising (OEPPA) Provided by SyndiGate Media Inc. (
