The need for performance evaluation of Electric Power Distributors by the National Electric Energy Agency (ANEEL), focusing on service quality, measured through the percentage of emergency occurrences with Power Interruption (PNIE). In response to the challenges faced by distributors in efficiently managing emergency complaints, with attention to reducing services without power interruption. The main objective is to develop an advanced system that optimizes service, establishes precise performance metrics, and reduces operational costs. We have a system that enables analysis, identification, prioritization, and forwarding of occurrences to the teams. Done through the mobile dispatch system, which streamlines communication between operations center operators and field teams. Once the service is completed, it becomes available for the next processing stage, where the data is analyzed and transformed into continuity indicators, providing a detailed view of service performance. Performance evaluation was conducted through meticulously selected metrics, allowing comprehensive analysis of Fuzzy logic, considering the diffuse and uncertain nature of the data. Among these metrics, calculation of the average degree of relevance, analysis of degree of relevance variation, and identification of minimum and maximum relevance stand out, providing a complete and detailed evaluation of model performance. After the initial tool implementation, it was observed that the percentage of unproductive displacement remained on average 40.64% over 12 months. Additionally, a significant increase of 18% in the entry of emergency occurrences was noted, indicating satisfactory initial effectiveness of the tool. Although there is room for additional improvements, these results suggest that we are on the right track in our pursuit of service optimization and continuous process improvement. Finally, the first round of model testing and validation has already shown promising results, indicating significant potential to reduce the percentage of unproductive displacements in the company. Based on solid foundations and previous analyses, it is expected that the model will positively contribute to operational efficiency, being considered a strategy to optimize operations. We are committed to closely monitoring the results to make continuous adjustments and improvements to the system.
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