Each day is meant to be divided into three parts: 8 hours of work, 8 hours of sleep, and 8 of free time. But, facing the energy crisis that gripped Kosovo when temperatures were the lowest, sleep and leisure remained a luxury of the past for our colleagues. Work became the primary thing to do for them within 24 hours. The dynamics and the burden of responsibility grew simultaneously over their shoulders.

Evert minute, hour, and day served as motivation for them to move on, despite the challenges they faced. In the cold, rain, and snow. Their purpose and mission surpassed everything. That goal was to provide services to consumers, restore energy, and care for the elderly man who lives on his own, the children who are afraid of the dark, the young people who work, and the entrepreneurs who create.

They had entire Kosovo on their shoulders! But, again, this mission justified all the tireless work of our colleagues from the Department of System of Operation, Information Technology, and the Call Center, who were working, when everyone went home.

With the same will, the same energy, and the same commitment.

But, the biggest challenge was not only 24 hours of working. Our field colleagues should be available all the time, regardless of weather conditions. They have to locate the place of breakdown and fix it in the shortest time possible, without forgetting the most important thing: The constant pressure coming from consumers and their single request, to restore electricity.

Because after all, the consumer sees only that. The bulb, the light, and other appliances that are operating. But what actually happens and what work is done to put that light on, our colleagues know best.

To be in charge of such a department means to be a beacon of good and evil, of challenges and results, of pain and joy.

All these can be summarized briefly, because good work brings the result, and the result brings joy to those who do the effort. And the bad, the challenges, and the pain was experienced when they lost their colleagues in the workplace. How much pain they felt, no one can know.

Bujar Jupaj, Director of the System of Operation Department, recalls the difficult periods that this entire department faces. Normally, the winter season is the hardest, since they work in extreme conditions when multiple network overloads and outages from heavy loads occur.

Meanwhile, feeling compassionate for the team he leads, he mentioned the fact that during the end-of-year holidays when everyone celebrates at home, his colleagues are in the fields wearing uniforms and carrying equipment through transformers across the country. 00:00 finds them out, also in their daily routine. With gloves on hands, helmet on head, and maximum concentration to fix any breakdown.

"I feel deeply sorry for our colleagues when during the end-of-year holidays, everyone celebrates together with their families, but we have to be in charge of our duties and ensure a regular supply of electricity," he says.

However, despite the efforts they make every day, they never give up until the basic principle of this department is met: Regular supply of electricity to customers!

"They are amazing. I am proud of each of them, and I thank them for the tireless work they do with deference, responsibility, and pride in serving customers", Jupaj says.

All this tremendous work can not be done without the cooperation of all the departments with one, such as the Department of Customer Service, namely the Call Center, which also operates 24 hours.

24 operators are available 24 hours on the phone, responding to the needs of everyone, and then addressing to the relevant teams every inquiry asked by customers.

Only in the last year, has the voice behind your call received over 1.75 million calls. Equally such, they are available to accurately understand the problem, get the location, and accept data without ever getting tired.

The winter season is challenging for everyone, the same for the Call Center, because it continues with the unceasing operation and additional mobilization. This is due to severe weather conditions, with a special emphasis on winds.

The Director of the Department for Customer Services, Tariffs, and Regulatory Affairs, Rudina Heroi - Puka, explained to us the challenges and the full availability of the Call Center in these times.

"The most challenging period is during the days with severe weather conditions, with a special emphasis on winds, which cause breakdowns in the network, and as a result, there are outages in the regular supply of electricity until the hazard is eliminated. So, in cases of unplanned outages, the pressure on the Call Center increases, where at the same time we receive a big number of calls from customers", she says.

Asked what they would do differently, Heroi - Puka, with full responsibility and eagerness for work said that such a task carries a great burden because they always bring something new and innovative to improve and facilitate services in every dimension.

Message from Rudina Heroi Puka

These people are highly responsible and quite dedicated to their work. I am proud of each of them for the way they handle requests, manage challenges and show a commitment that never runs out. We firstly do what is necessary, then what is possible, and then continue to make possible what was not there in the beginning.

All the technological devices from which is communicated outside and inside, and which serve as a bridge between the company and the customers, obviously can not happen without the IT Department, from which management and work are needed at any time.

But, along with work and management, the prerequisite for every employee in this department is CALM. This is the only way for them to solve any issue quickly and easily because whenever problems arise and they have to act fast under time pressure, such situations add up to their stress.

IT work is not just about laptops and computers. They carry the burden of all information, technological devices, and their maintenance, not forgetting the main thing – maintaining security.

 

The director of this department, Orcun Yildirim, speaking about the challenges, achievements and a typical day of their department, said that one of the issues that are the most difficult to achieve is - planning.

I would say planning. KEDS is a structure that works 24/7 and its needs can change immediately, depending on the situation”, he says. But when asked about the achievements, he modestly and accurately explained the implementation of the most sophisticated technology in the company. It would be wrong to talk about a personal achievement. Every software developed within KEDS, every infrastructure update, every redesigned process, every blocked cyber threat, every problem solved, is the success of this team. As KEDS IT, our greatest achievement is that we have implemented technology that will make people's lives easier and that we have the power to implement new ones. It is also a pride for us to set an example for many companies in Kosovo with the work we do , adds Yildirim.

 

Enthusiastically, he says he has been part of KEDS since 2015, from where he has known his team and their dedication to the system as if it were their child. According to him, what has impressed him during his years working in Kosovo, specifically in KEDS, is a step towards the development of change, adding professional value to each discussion.

The message of director Yildirim to his department: 

Apart from being professional, they are also very good friends. I thank them for their tireless work, because the phenomenon we call System, can not be effective if we do not work in harmony with each other. The whole development of it is a source of pride for all of us, because the success of one of us is the success of all of us. 

Such a team brings extraordinary results, just like the winter we left behind when most of them had to keep the computer in front of them until the early hours of the morning and bring the final product to its best.

This was described by director Yildirim saying:

"As long as a problem affects only one part, it will affect the whole system, and everyone will be disappointed. That's why IT is a team game. "

This extraordinary coordination of three departments, not forgetting each department that has extremely diligent and professional staff, affects the improvement and advancement of each service, even if 24-hour work is always needed!

Therefore, do not forget…

TOGETHER, EVERYTHING IS POSSIBLE!