“TM One is the main agency pioneering the foundation of our nation’s digital infrastructure. Through this strategic collaboration, it greatly helps Ipoh City Council in managing the city more efficiently and in an orderly manner,” - Dato’ Rumaizi bin Baharin, Ipoh Mayor.
With the blend of heritage, food and great scenery, the Lonely Planet ranked Ipoh as one of the best cities in Asia to visit. As a hotspot for tourism, the bustling city provides abundant business opportunities. The city has harnessed this potential by increasing the readiness of its digital infrastructure for mobile and fixed broadband internet.
Keeping this in mind, Ipoh envisions becoming one of the first smart cities in Malaysia by 2030. The Smart City 2030 action plan targets seven domains - Smart Living, Smart Environment, Smart Governance, Smart People, Smart Digital Infrastructure, Smart Economy and Smart Mobility – to effectively address urbanisation challenges faced by the people of Ipoh and to realise Ipoh as a Green and Low Carbon City by 2030. We are embarking on a journey to prepare for a digital future, with TM One acting as the digital enabler and provider to assist the city in its transformation.
In conjunction with the City Leap Summit 2022, a Memorandum of Understanding (MoU) was established between The Ipoh City Council and TM One. The strategic collaboration includes several initiatives that are planned and will be implemented:
One of the most remarkable achievements is the implementation of smart traffic lights. TM One’s STARS leverages AI-enabled sensors at intersections to measure the average waiting time and identify vehicle motions, thereby adjusting green light duration based on real-time congestion, and improve the journey time. This solution also help to reduce the carbon emitted by the vehicle that is using the junction and this is in line with Ipoh Green City Vision to achieve low carbon city. Additional to the benefits, STARS is a single monitoring platform that provides relevant personnel with a centralised viewing of road conditions and equipped with real-time fault notification that triggers alarms through the Telegram chat application. This will allow the relevant personnel to take swift actions and dispatching manpower on-site when needed.
As a result, the smart traffic light solution has improved traffic flow in one of the busiest streets, Jalan Sultan Idris, by 51%. This solution also has led to a 7,500 kg decrease in carbon dioxide emissions in a month – in line with Ipoh’s goal to be a Low Carbon City by 2030.
FORCE satisfies the need for a fluid system to connect the call centre agents, dispatchers and service technicians to attend to citizens’ complaints and inquiries for better communication and coordination. It allows the teams to promptly respond to public complaints and emergencies by accessing real-time ticket statuses. Also, the all-in-one platform automates task scheduling and team management, tracks real-time progress of on-site maintenance and provides access to customer profiles on the go – modernizing the city’s field service solution. FORCE is envisioned to be the system support for MBI’s existing myAduan@MBI citizen app to improve its customer experience, better cost management, and internal resource management.
The Ipoh City Council aspires to establish its first digital call centre via outsourcing. The digital call centre aims to solve the challenges of handling multilingual support requests and reduce abandoned call rates, while elevating critical issues to relevant parties when necessary. Consequently, the city can free up resources and optimise costs, while ensuring the best customer service for the people of Ipoh.
TM One Business Services (BPO) with more than 15 years of contact centre experience in Malaysia, leveraging on our Center of Expertise will be sharing the best practice; which aligned to the Industry Standards and Best Practices to help Ipoh City Council to establish the citizen engagement centre and ultimately elevate the citizen experience to the higher level.
Ipoh aims to be one of the first cities in Malaysia to enable 5G, and TM One plans to support this vision with the provision of free 5G wifi in selected areas. Additionally, a digital fibre connectivity superhighway and smart surveillance systems is being planned for Ipoh citizens.
Smart technologies help Ipoh save cost, shorten commutes, reduce carbon emission rates, and most importantly boost the quality of life for the people of Ipoh. In the long term, smart cities will spur higher citizen and government engagement as they begin to remove the communication barriers and increase the trust between citizens and officials. With the great synergy between both parties, Dato’ Rumaizi aspires to achieve more milestones in collaboration with TM One.
“My hope is that together with TM One, we will explore even more opportunities and smart technologies towards enhancing lives for the people of Ipoh.” - Dato’ Rumaizi bin Baharin, Ipoh Mayor.