Enhancing Safety and Communication in Power Distribution through a GIS-Based Solution: A Case Study of Dhaka City Power Distribution Company Call Center

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The efficient distribution of electricity is crucial for urban development and the well-being of communities. In the context of Dhaka City Power Distribution Company (DPDC), ensuring a seamless communication process between the call center and field personnel is imperative for both operational effectiveness and the safety of those working on the ground. This paper delves into the significance of an ethnographic study conducted at DPDC, emphasizing the unique contribution of Human-Computer Interaction (HCI) methodologies in addressing communication challenges within the power distribution landscape.

Notably, ethnographic observation, a method central to this study, is not yet a prevalent practice in the realm of utility management in Bangladesh. While traditional approaches to problem-solving have been the norm, the incorporation of ethnographic methods offers a deeper understanding of the intricacies involved in the power distribution process. By immersing ourselves in the daily operations of the DPDC call center, we unearthed critical issues that elude conventional analyses. Our research unveils a particular concern: miscommunication arising from naming problems in transformers, leading to potentially life-threatening situations for field personnel. Recognizing the dearth of ethnographic studies in Bangladesh’s utility sector, this research becomes pivotal in introducing a novel approach to problem-solving that considers not only technical intricacies but also the human factors influencing the system.

The introduction of Human-Computer Interaction (HCI) methodologies in this context signals a paradigm shift in how challenges are identified and solutions are devised. As we navigate through the findings of our ethnographic observations and the subsequent design and implementation of a Geographic Information System (GIS) app, the transformative potential of this research becomes apparent. It addresses a critical gap in the existing literature and offers a tangible solution to a problem that extends beyond mere technicalities, impacting the lives of those working in the field and the overall reliability of power distribution.

This study not only contributes to the advancement of utility management practices in Bangladesh but also serves as a testament to the broader applicability of HCI methodologies in addressing realworld challenges. By embracing ethnographic observation and HCI principles, we bridge the gap between theoretical understanding and practical implementation, ultimately paving the way for safer and more efficient power distribution systems.

Read the paper here.