IN-COMPANY TRAINING REPORT ON Improving Services And Awareness at Consumer Care Centers

COMPLETED IN

TATA POWER DELHI DISTRIBUTION LIMITED

formerly

Introduction to TPDDL

TPDDL ORGANISATION
Tata Power Delhi Distribution Limited (TPDDL) was a

joint venture between Tata Power Company and the Government of NCT of Delhi with the majority stake being held by Tata Power. It distributes electricity in North & North West parts of Delhi and serves a populace of 50 lakh. The company started operations on July 1, 2002 post the unbundling of erstwhile Delhi Vidyut Board. With a registered consumer base of around 12 lakh and a peak load of around 1350 MW, the companys operations span across an area of 510 sq kms.

Geographic Description

TPDDL Profile
Turnover (FY 2007-08) Peak Load Annual energy requirement (FY 2007-08) Total registered consumers Number of employees Area Population serviced in Network area (approx) Per Capita Consumption (Units) Number of consumers per Sq.Km Employees per Mn. Unit input Load / Energy Growth Rs. 2474 Cr (enhanced from Rs 1100 in FY 03) 1100 MW 6281 Mn. Units 0.96 Mn. (0.743 Mn at time of Take Over) 3700 (5600 in July 2002) 510 Sq Kms 4.5 Mn. 1245 (National Average of 500, Mumbai close to 850) 1882 (Only Registered) 0.58 07% / 05%

Young NDPL Mature Achievements

Recent Awards Asian Power Awards 2006 ICWAI has recognized NDPLs efforts at Cost Management by awarding first rank for Excellence in Service Enhancement National Award for Excellence in Cost Management -2007 under the category of Service Sector. Distribution Utility 2nd Best Power Award Instituted by Ministry of Power (GoI) NDPL has won the prestigious Edison Electric Institute (EEI) 2008- Edison Award for CII EXIM AWARD 2005 implementation of GIS. Strong Commitment to Excel Declared the most Admired Organization in the Pvt./Joint Sector by Power line News Magazine. Created History by Scoring 516 Score in the first attempt itself in the TATA Business Excellence Model.

Other Awards Public Lok Adalat Award for the highest settlements CIO AWARD FOR BEST BILLING SYSTEM

Transparency in Billing System

Intelligent Enterprise Award For IT initiatives

AESIEAP CEOs Award for Business Excellence

Award for Corporate Social Responsibility

Challenges faced by NDPL In July 2002

BURGEONING LOSSES AT&C/Theft losses range between 53% to 60% (approx. 10 crores/ day). Dilapidated distribution network couple of transformers and plenty of cables bursting every day. Approx 10000 No supply complaints per day. Only 48% Street Lights functional. Reportedly harassed consumers with poor fault management system, wrong billing, inadequate payment channels - a back log of 1,00,000 billing complaints and 20,000 new connections. A work force of 5638 employees with very little skill sets available. Absence of key management functions like hr, finance, governance etc. Lack of accountability, initiative & service attitude. No administrative infrastructure and dilapidated / un-sanitary buildings / offices Poor condition of consumer records & consumer no where in focus- 50% of consumers had some form of an error.

Consumer Interfacing
Front-end

Back-end
Generator

UTILITY

Tx. Utility Govt. Trader

Consumer Regulator SLDC

Its been a challenge meeting the consumers expectations, and perceived to be responsible for actions of others.

Consumer Interface with Distribution Utility

We needed to know our consumers priorities

Integrated Management System (IMS):

IMS at TPDDL integrates all systems (ISO: 9001, ISO: 14001, SA 8000, OSHAS 18001, ISO 27001) and processes in to one absolute framework, enabling to work as a single unit with unified objectives. IMS helps TPDDL to become a process driven organization, with each function aligned behind a single goal: improving the performance of the entire organization. An integrated system presents a clear, holistic picture of all aspects of organization.

Complaint Management System

TPDDL has a unique SMS based Fault Management system using GSM which ensures that the No supply complaints lodged by a consumer gets addressed quickly and consumer feedback is also institutionalized as part of the process.

WHAT IS CRM?
CRM stands for Customer Relationship Management. It is a process or methodology used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. There are many technological components to CRM, but thinking about CRM in primarily technological terms is a mistake. The more useful way to think about CRM is as a process that will help bring together lots of pieces of information about customers, sales, marketing effectiveness, responsiveness and market trends.

CRM solutions provide you with the customer business data to help you provide services or products that your customers want, provide better customer service, cross-sell and up sell more effectively, close deals, retain current customers and understand who the customer is.

WHAT IS SAP?
SAP stands for System Applications and Products in Data Processing. And it is a top selling ERP (Enterprise Resource Planning) Package. SAP applications, built around their latest R/3 system, provide the capability to manage financial, asset, and cost accounting, production operations and materials, personnel, plants, and archived documents.

Features & Functions

SAP Customer Relationship Management (SAP CRM) includes features and functions that support core business processes in the following areas:
Marketing Analyze, plan, develop, and execute all marketing activities through all customer interaction points. Sales Maintain focus on productive activity to acquire, grow, and retain profitable relationships with functionality for sales planning and forecasting, territories, accounts, contacts, activities, opportunities, quotations, orders, product configuration, pricing, billing, and contracts.

Introduced online connection management by consumers:

TPDDL uploaded the Billing details of all its consumers on its website www.TPDDL.com.

Door Step delivery of new connections A unique first in India

To ensure that the consumer is provided with a new connection with absolutely no hassles, an TPDDL representative visits the consumers premises and completes all formalities required for provision of a new connection there itself.

Privileged Consumer Scheme

To acknowledge and encourage its regular paying consumers, TPDDL has institutionalized a privileged consumer scheme through which discounts are offered to its consumers. TPDDL has introduced Automated Bill Payment Kiosks, a first in Delhi and NCR region. This unique ATM like kiosks accept both cash and cheque payment towards electricity bills and even issue a receipt to the consumer. They are operational 365 days a year from 8 AM- 8 PM.

Reaching out to consumers...

SMS based Fault Management System significantly improved the fault Restoration time

Advance Intimation to consumers load shedding schedule in event of Grid Shortages

New Connections - Home Delivery

Field Service Executive (FSE) visits the consumers premises and completes all formalities for new connections.

New Connection at Door step

Meter Installation through VAN Model initiative towards enhanced output, each Van installs about 7-8 meters per day.
Meter Installation Van

Initiatives towards expediting energization period of new connections

Sanchar Informing the consumer

Sanchar mobile vans disseminates information regarding planned shutdowns and breakdowns. Ndpl has used the age old munadi concept to inform its consumers about planned shut down & break downs.

Information before hand.

Enhancing Consumer Convenience

22 Fully networked Consumer Care Centers for quick redressal of Consumer complaints. Each District Consumer Care Centre has a Relationship Officer who is a qualified MBA

Payment Avenues Consumer convenience

Payment avenues increased from 20 at the time

of takeover to 1100+ now.

State of the art Collection centers instituted

with all civic amenities.

Consumer comfort redefined with Automatic Cash/Cheque Collection machines Payment of Energy Bills through website also by credit cards website certified as secure by Verisign.

Revenue Discipline - Differentiated Bills

Bills reflecting the Arrear Status of

consumers Disconnection Notice goes along the Red Bill which leads to optimization of costs also.

- social stigma attached to it.

Concept of Consumer Credit Rating also being Introduced

Other Value Added Initiative

Energy Conservation Initiatives

Energy Saving CFL Launched the Scheme for Energy Conservation in association with M/s Phillips

Energy Saving TIPS to Consumer

Privileged Consumers

Recognizing and Rewarding Privileged Consumers

More value than just electricity

Thanks