priank mathur-north-delhi-power-limited-a-consumer-centric-organization
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NDPL ConsultingNorth Delhi Power Limited
North Delhi Power Limited North Delhi Power Limited –– a consumer centric organizationa consumer centric organization
19 19 -- 20 April 200720 April 2007
Presentation at Distribution India Presentation at Distribution India -- IIII
India Habitat Centre, New DelhiIndia Habitat Centre, New Delhi
NDPL ConsultingNorth Delhi Power Limited
Structure of PresentationStructure of Presentation
• NDPL Brief Profile
• Initial Challenges
• Initiatives Towards Consumer Affection
NDPL ConsultingNorth Delhi Power Limited
Geographic DescriptionGeographic Description
NDPLNDPL
BSES BSES RajdhaniRajdhani
BSES BSES YamunaYamuna
NDMCNDMCMESMES
NDPL ConsultingNorth Delhi Power Limited
NDPL ProfileNDPL Profile
1066 MWPeak LoadRs. 2050 Cr (enhanced from Rs 1100 in FY 03)Turnover (FY 2006-07)
1245 (National Average of 500,Mumbai – close to 850)
Per Capita Consumption (Units)
07% / 05% Load / Energy Growth 0.62Employees per Mn. Unit input4.06Employees per `000 consumers1784 (Only Registered)Number of consumers per Sq.Kms
4.5 Mn. Population serviced in Network area (approx)510 Sq KmsArea3700 (5600 in July 2002)Number of employees0.91 Mn. (Actual estimated 1 Mn.) Total registered consumers (0.743 Mn on T/o)
5950 Mn. UnitsAnnual energy requirement (FY 2006-07)
NDPL ConsultingNorth Delhi Power Limited
Initial Challenges in July 2002 Initial Challenges in July 2002 –– Power SupplyPower Supply
40% share in total units shed in Delhi - absence of any differentiated service delivery mechanism resulted in low Reliability even for High end consumers (>500 kW).
NDPL’s share in the total units shed across Delhi reduced to less than 2% at present (owing to significant improvement in system reliability)
No concept of consumer service & satisfaction in practice
• NDPL inherited an old dilapidated Network, which was characterized by the following attributes:
A weather dependent distribution system
Transformers’ failure w.r.t. installed capacity was as high as 11%
Reduced to insignificant level of 0.76% at present
NDPL ConsultingNorth Delhi Power Limited
ConsumerConsumer Interfacing Interfacing –– a utility’s paradoxa utility’s paradox
Generator
Tx. Utility
SLDC
Trader
Govt.
Regulator
UTI
LITY
ConsumerConsumer
FrontFront--endend Back-end
Having come to terms with this stark reality, NDPL evolved ways of dealing with it and brought consumer to the center stage of organizational ethos
NDPL ConsultingNorth Delhi Power Limited
Strategic Roadmap Strategic Roadmap –– Pillars for 2002Pillars for 2002--0707
Large gap between existing & TATA work culture and standards
Electricity Supply system on the verge of
collapse
No concept ofconsumer service & IT
Interface
AT&C Losses>50%
What NDPL had inherited
Establishing TATA Brand Image in termsof TBEM standards
and a show case for all stakeholders
System Reliability to be comparable with
good utilities in India. Parts of areas (BU &
Ideal Zones) comparable with best
in India.
Consumer service & IT Interface to be
comparable with world standards
AT&C Losses <25%
Strategy for 2002-07
>50%>50% 1,00,000 1,00,000 backlog backlog
complaintscomplaints
No planned exp. No planned exp. on infrastructure on infrastructure
improvement improvement past 3yrspast 3yrs
5400 erstwhile DVB staff 5400 erstwhile DVB staff with cultural & attitudinal with cultural & attitudinal
issuesissuesWretched working Wretched working
conditionsconditions
Strategic Level Focus on Consumer ServiceStrategic Level Focus on Consumer Service
NDPL ConsultingNorth Delhi Power Limited
Power Supply Improvement Power Supply Improvement -- InitiativesInitiatives
• Subsequent to takeover, all key interventions undertaken were part of an integrated comprehensive plan with the following key elements –
Run-Repair-Replace Options – CAPEX Plan prepared till FY08Roadmap for Network Reliability & N-1 Redundancy (66 & 33 kV Network is on N-1)Automation & IT Roadmap in place (formulated in association with M/s KEMA, USA)
Revamped Substations
NDPL ConsultingNorth Delhi Power Limited
CMG RRG RDGMRG RBG RCGMMG
RAG
Policy Regulatory Bench Data Revenue Infrastructure User& System Advocacy Compliance Marking Analysis Protection Support Administration
Consumers
Call Center Customer care Center Website E ail letters Drop boxes
CCG
SAMBANDH – Integrated Commercial Package software- Industry First!!
Business Process Reengineering Business Process Reengineering -- InitiativeInitiative
Facilitates complaints management, each complaint assigned a specific no. and tracked till its logical conclusion.
NDPL ConsultingNorth Delhi Power Limited
Basis of NDPL’s process improvements
WEIGHTED PERFORMANCE (%)FACTORS IMPORTANCE
55
61
60
65
35
21
35
25
70 15
18
5
10
10
15
Satisfaction scores obtained on each of the parameters
Top 2 Box Middle Box Bottom 2 Box
Electricity Situation 87
Fault Repair System 73
Billing / Bill Payment Facilities 63
Theft Safety Harassment 58
Communication 49
Importance of the factor to the Consumer. Max-100 Min -1
Consumer Feedback Consumer Feedback ––AC Nielsen Survey AC Nielsen Survey
If you cannot measure it,You cannot improve it…
for Illustration purpose only.
NDPL ConsultingNorth Delhi Power Limited
Consumer Segmentation Consumer Segmentation –– differentiated service deliverydifferentiated service delivery
Franchisee/ SinglePoint Delivery
HRB / HCB(<15 kW)
Influencers &Opinion MakersCommunication/
RevenueAssurance
Essential Services*
Places for Public Congregation*
HRB / HCBInstitutional &Government
Establishments(Proper Metering &Billing, Enhanced
Follow-up)
Essential Services*
Places for Public Congregation*
HRB (15≤kW<100)
KCG (100≤kW<500)
Xpresss(≥ 500 kW)Revenue Margin
above Cost ofService
(Reliability &Services,
RelationshipManagement)
Tactical SegmentsStrategic Segments(Consumer Needs/Strategic Criterion)• Need Analysis of varied consumer
categories carried out through a detailed in-house and external survey
• Consumer Segmentation evolved to ensure - differentiated delivery of services as per the specific needs of each segment and strategic importance.
* to be rolled out in Phase II* to be rolled out in Phase II
Service offerings aligned as per consumer segmentation
NDPL ConsultingNorth Delhi Power Limited
Consumer Feedback Consumer Feedback -- IMRB Quarterly SurveyIMRB Quarterly Survey
76.5070.25
63.00
75.5075.00
NDPL HCB HRB KCG Xpresss
Segment wise Consumer Satisfaction Indices
for Illustration purpose only.
NDPL ConsultingNorth Delhi Power Limited
New Connections New Connections -- Home Delivery Home Delivery
New Connection at Door stepNew Connection at Door step
•• Field Service Executive (FSE)Field Service Executive (FSE)visits the consumers’ premises and completes all formalities for new connections.
•• Meter Installation through VAN ModelMeter Installation through VAN Model –initiative towards enhanced output, each Van installs about 7-8 meters per day.
Meter Installation Van Meter Installation Van
Initiatives towards expediting energization period of new connections
NDPL ConsultingNorth Delhi Power Limited
Average Energization period of New connectionsAverage Energization period of New connections
58.3
41.6833.9
14.8 13.9
51.8
36.5
26.4
9.5 90
10
20
30
40
50
60
70
2002-03 2003-04 2004-05 2005-06 2006-07
days
from date of application from date of payment
Attribute changes done within 48 hours
NDPL ConsultingNorth Delhi Power Limited
Meter ReadingMeter Reading –– consumer focused redefined Approachesconsumer focused redefined Approaches
• Performance based contracts with Meter Reading agencies – provisions for incentives and penalties built into the contract.
to ensure that consumer does not suffer on account of negligence of meter reader.
• Pre paid Metering launched – enables consumers to track and monitor their consumption.
in absence of any incentive, not getting the required impetus that it needs.
Pre paid meterPre paid meter
NDPL ConsultingNorth Delhi Power Limited
Consumer Convenience Consumer Convenience –– ushering in an era of ushering in an era of transparency & accessibilitytransparency & accessibility
• SUGAM – Billing database of 100% of consumers on website – first time in India, institutionalized transparency from the very beginning. SUGAM enables consumers to:
View BillView Consumption GraphPrint Duplicate Bill. Screen shot from SUGAMScreen shot from SUGAM
End to long queues at the consumer care centers
• State of the Art Consumer Care Centers - fully networked at all 12 Districts across NDPL for quick resolution of consumer issues
Consumer Care CenterConsumer Care Center
NDPL ConsultingNorth Delhi Power Limited
Call Centers Call Centers –– Efficient resolution of complaintsEfficient resolution of complaints
• No Supply Complaints (24*7) - Ph. 66404040
• Street Light related complaints - Ph. 66404444
• Bill & Meter Related Complaints - Ph No. 66111912
NDPL ConsultingNorth Delhi Power Limited
Reaching out to consumers..Reaching out to consumers..
Call Received at Call Centre
Consumer informed & Call closed
Complaint attended & Call Centre informed
SMS Sent to concerned crew
K.R. Kalra32B RohiniNo Current
15mins
SMS based Fault Management System -significantly improved the fault Restoration time
NDPL ConsultingNorth Delhi Power Limited
Payment AvenuesPayment Avenues –– Consumer convenienceConsumer convenience
• Payment avenues increased from 20 at the time of takeover to 1100+ now.
• State of the art Collection centersinstituted with all civic amenities and open on all days.
Receipts given even for payments made through credit cards also
• Consumer comfort redefined with Automatic state of the art Cash/ChequeCollection machines
• Association with Banks (UTI, Citibank) and other Private Agencies (Easy Bill)
NDPL ConsultingNorth Delhi Power Limited
• ECS Payment Options
• NDPL Cheque/Cash Collection Van
• Drop Boxes
• Payment of Energy Bills through website also – by credit cards –website certified as secure by‘Verisign’.
Payment AvenuesPayment Avenues –– Consumer convenienceConsumer convenience
NDPL ConsultingNorth Delhi Power Limited
Communication – Not kept in darkNot kept in dark
"Sanchaar" - has been launched to give advance information about Planned Power Shutdowns / Load Shedding or Breakdown to consumers living in NDPL area in addition to the present mediums viz. Radio & Print Medium. Regular advertising on Newspapers & Cable TV
Advance Intimation to consumers -load shedding schedule in event of Grid Shortages
NDPL ConsultingNorth Delhi Power Limited
Consumer Relationship Consumer Relationship -- Segment wise approachesSegment wise approaches
RWA meetings in progressRWA meetings in progress
• Structured Approach to Consumer Relationship –CROs, Client A/c Managers, Eminent Citizens, RWA & IWA Interactions
• Public Hearing Forums- Addressing consumerconcerns through apex committees
‘Meet the Public Representative ‘ scheme launched
• Consumer Accreditation Cell: constituted with the mandate to analyze major polices, facilities and services from the consumers’ perspective.
NDPL ConsultingNorth Delhi Power Limited
Consumer Feedback…Consumer Feedback…
• Feedback forms in Consumer Care Center
• Outbound Calls through call center
NDPL ConsultingNorth Delhi Power Limited
Of course, Feedback…Of course, Feedback…contcont
• Feedback through RWA/IWA’s meet in all the districts monthly basis.
• Feedback through website
• Personal Feedback from consumer
NDPL ConsultingNorth Delhi Power Limited
Value Added ServicesValue Added Services
• Privileged Consumer Scheme launched – to recognize and incentivize regular paying consumers.
• Gift Electricity Scheme ‘URJA’ – an innovation in the industry
Intimation to consumers about Demand Note Generation for New connections being send through SMS.
NDPL ConsultingNorth Delhi Power Limited
Energy Conservation InitiativesEnergy Conservation Initiatives
• Energy Saving – CFL - Launched the Scheme for Energy Conservation in association with M/s Phillips
• Energy Saving TIPS to Consumer
NDPL ConsultingNorth Delhi Power Limited
Energy Club – Launch of III Phase
50,000 students have been sensitized till date – partnership with 50 schools at present –1,25,000 students would be sensitized in 3rd
phase
Energy Conservation InitiativesEnergy Conservation Initiatives –– Community involvementCommunity involvement
NDPL ConsultingNorth Delhi Power Limited
Performance Management SystemPerformance Management System -- DPMS DPMS
0.087536.2%218006.693.380.50Shahjada Bagh422
0.127531.3%1100010.3915.561.50Rani Bagh510
0.107728.8%124028.218.090.99Saraswati Vihar504
0.076924.5%368034.985.951.20Avantika551
0.107730.4%2240013.4814.871.10Timar Pur418
0.117328.1%060014.707.950.54Jai Mata Market520
0.137529.6%018004.303.780.88Lok Vihar530
0.067726.2%138003.666.331.73Badli Residential581
0.087322.2%514006.393.880.61Keshav Puram501
0.087441.0%090018.4614.350.78Pusa1304
0.087633.9%221008.498.601.01Kamla Nagar417
0.057833.1%362046.984.860.70Civil Lines411
Rs/unit realisedeQTm
Index%Nos.Nos.KVANos.Nos.HrsHrsUnits
1010301010555510Weight age (100) ------>
O&M Expenditure/unit realised
Consumer Satisfaction
IndexAT&CDA -
PendingPending
ConnectionTx
FailureFFFSAIFISAIDICAIDIZones
Zone Code
Not Complete, for Illustration purpose only.
85% of employees covered under DPMS
NDPL ConsultingNorth Delhi Power Limited
Performance AssurancePerformance Assurance
Another First by NDPL in its Mission to Ensure Excellence inAnother First by NDPL in its Mission to Ensure Excellence in Consumer ServiceConsumer Service
Performance Guaranteed!
For Services such as• New Connections• Metering & Billing Complaint Resolution• Attribute Changes among others
Commitment to provide within timelines or else pays penalty
NDPL ConsultingNorth Delhi Power Limited
Awards & Recognitions.. Awards & Recognitions.. to name a fewto name a few
• NDPL has been conferred with the National Award for Meritorious Performance for two consecutive years 2004-2005 & 2005-2006.
• NDPL created history by being the first TATA Group organization to have surpassed the 500 barrier in Tata Business Excellence Model (TBEM),scoring 516 in its very first attemptitself.
HonHon’’ble PM presenting the awardble PM presenting the award
MrMr RatanRatan Tata presenting the awardTata presenting the award
NDPL ConsultingNorth Delhi Power Limited
Public Lok Adalat Award for the highest settlements
CIO AWARD FOR BEST BILLING
SYSTEM
Transparencyin Billing System
Intelligent Enterprise AwardFor IT initiatives
AESIEAP CEO’s Award for Business Excellence
Award forCorporate Social Responsibility
Awards & RecognitionsAwards & Recognitions.. .. to name a fewto name a few
NDPL ConsultingNorth Delhi Power Limited
Leveraging our Knowledge base..Leveraging our Knowledge base..
• NDPL has undertaken the following Prestigious consultancy projects:
Setting up of a Call Center & Consumer Care Center for Paschimanchal Vidyut Vitaran Nigam Ltd (PVVNL in association with M/s CMC Ltd.Restructuring of Transmission & Distribution sector of Mauritius in association with M/s TCS Ltd.Setting up of CENPEID under DRUM program in association with USAID.Capacity building program in Nigeria for effective management of a distribution company. SARI-E programs in Bhutan, Nepal, Bangladesh
• NDPL is in the process of taking up consultancy projects in leading utilities based on the following core areas:
Network & Reliability ImprovementAT&C Loss MitigationEnergy Audit & AccountingConsumer Care initiatives
NDPL ConsultingNorth Delhi Power Limited
Thank YouThank You
Priank Mathurpriank.mathur@ndpl.com
+91 9971392909, +91 11 66112413
Contact UsContact Us
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