Transformación digital del área de servicio al cliente y gestión de cartera en una Empresa de Servicio Público de Energía en Zonas No Interconectadas (ZNI) de Colombia.

Abstract

This study aims to formulate and plan a digital transformation project for a public energy utility located in Non-Interconnected Zones (ZNI) of Colombia, within a context characterized by fragmented processes, non-integrated multichannel communication, and limited information traceability. These conditions negatively impact operational efficiency, revenue collection management, and organizational control capacity. A mixed-methods approach with a descriptive-exploratory scope was adopted, integrating document analysis, AS-IS process mapping, Likert scale surveys, and descriptive statistical analysis. The results show a lack of integration between systems, a predominance of manual records, and low performance levels in integration (2.25), operational efficiency (1.34), and risk management (1.94). Based on these findings, a digital transformation model was structured, grounded in agile project management methodologies and focused on process integration and information traceability. It is concluded that digital transformation in this context requires a systemic redesign that integrates processes, information, and control mechanisms, moving beyond approaches centered solely on technological implementation.