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Main Heading in 32pt Arial White

Sub-heading in 24pt Arial White

TPDDL’s Journey

KBF Meeting 5th July, 2013

TPDDL’s Excellence Journey

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Power Scenario in Delhi (Prior to Reforms in 2002)

Financially unhealthy

utilities

Vicious Circle of Un-sustainability

• AT&C/Theft losses range between 53% to 60% of Input • Govt. Subsidies approx. Rs 1,500 cr per annum to bridge

Revenue Gap • Condition of Network pathetic • Billing Receivables close to 1 year outstanding • Poor Condition of Consumer Records • Consumer nowhere in focus/Regular black-outs and brown-

outs of 4-6 hours

Nee

d f

or

Ref

orm

s

•Investment needed to improve Network •Subsidies - not a long term solution; Sector to be made Self Sufficient •AT&C loss reduction and sector efficiency improvements required •Enhance consumer satisfaction •Introduce Best Practices, enhancing employee skill sets and morale

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About TPDDL Parameter FY ‘13

Turnover INR 5644 Cr

Peak Load 1573 MW

Annual energy requirement 7762 MUs

Total registered consumers 13.35 Lacs

Number of employees 3612

Area 510 Sq Kms

Population serviced in Network area (approx)

6 Million

Number of consumers per Sq.Km

2618

Joint Venture of Tata Power Company and Govt. of NCT of

Delhi (51: 49)

Licensed for distribution of power in North and North West Delhi

Certifications : ISO 9001, 14001, 27001 ; SA 8000 ; OHSAS 18001 UN Global Compact Reporting

About TPDDL

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Comparison of Distribution Utilities Parameters TPDDL BRPL BYPL

Shareholding (Delhi Govt. – 49)

Tata Power – 51% Reliance Energy – 51%

Management Control Tata Power Reliance Energy

Distribution License Area

North & North-West South & South-West East & Central

Area (sq km) 510 750 200

Opening (July ‘02)

Current (FY13)

Opening (July ‘02)

Current (FY13)

Opening (July ‘02)

Current (FY13)

No. of Customers (Lacs) 7.4 13.35 8.5 18.5 8.6 13.5

AT&C Loss % 53.1 10.8 48.1 17.26 57.2 19.74

% Reduction in 10 years 79.7 64.12 65.5

Input (MUs) 3928 7764 5568 11457 3625 6520

Capex (Rs Crs) 1210 4531 1533 4595 360 2387

Turnover (Rs Crs) 867.24 (FY03) 5346(FY12) 5644 (FY13)

1104 (FY03) 7004 (FY12) 483.49(FY03) 4208.75 (FY12)

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TPDDL Turnaround Snapshot Parameter Unit Jul-02 Mar-13 % change

Operational Performance AT&C Losses % 53.1 10.78 80%

System Reliability – ASAI -Availability Index % 70 99.94 43%

Transformer Failure Rate % 11 0.79 93%

Peak Load MW 930 1573 69%

Length of Network Ckt. Km 6750 10438 54%

Street Light Functionality % 40 99.60 149%

Consumer Related Performance New Connection Energization Time Days 51.8 6 88%

Meter Replacement Time Days 25 3 88%

Provisional Billing % 15 3 80%

Defective Bills % 6 0.2 97%

Bill Complaint Resolution Days 45 6 87%

Mean Time to Repair Faults Hours 11 1.2 89%

Call Center Performance - Service Level % - 91 -

Payment Collection Avenues Nos. 20 5377 26785%

Consumer Satisfaction Index % - 88 -

Financial Performance Capex Incurred (Cumulative)

Distribution Rs. Cr. 1210 4189 274%

Generation (Rithala + Solar) Rs. Cr. - 342 -

Revenue (* Annualized for FY ‘03) Rs. Cr. 1156.32 * 5656 388%

Others Consumers Lacs 7 13.3 90%

Employees Nos. 5,600 3612 35%

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Performance Snapshot - Operational

47.79% 44.86%

33.79%

26.52% 23.73%

18.56% 16.74% 15.16% 13.10% 11.00% 10.78%

47.60% 45.35%

40.85%

35.35% 31.10%

22% 20.35% 18.68% 17% 13% 12.50%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

2002-03 2003-04 2004-05 2005-06 2006-07 2007-08 2008-09 2009-10 2010-11 2011-12 2012-13

Actual Loss Level Target Loss Level

Average System Reliability Index

AT&C Loss Trajectory

DT Failure Vs. Installed Capacity %

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Performance Snapshot - Operational

Street Light Performance-%

Length of Network

Peak Demand Met

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Performance Snapshot - Customer

Provisional Billing

Meter Replacement Time - Days New Connection Energization Cycle Time Reduction

Defective Billing

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Performance Snapshot - Customer

Customer Satisfaction Index-%

Call Centre Performance and Service Level Mean Time To Repair Faults - Hrs

Payment Collection Avenues – Nos.

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Performance Snapshot – Financial Performance

Revenue – Rs. Crs.

CAPEX – Rs. Crs

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Turnaround Snapshot

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Our Sustainability Philosophy

Passion for excellence

Consumer Service Excellence

Operational Excellence

AT&C Loss Reduction

Care for Community

Care for Environment

Areas of Focus

Becoming Carbon Neutral

Drivers

Skilled & Motivated Workforce

Innovative Technology Adaptation

Success Parameters

Improving CSI Score

Reliability Indices

ATC Levels

TCCI Score AA Score

Safety

Consumer Centric Inclusive Approach

Shareholder Value

Care for Environment

Care for Community

Customer Excellence

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EXCELLENCE JOURNEY :

AT&C Loss Reduction

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AT&C Loss Reduction Trend

Consistently Exceeding Targets

47.79%

44.86%

33.79%

26.52% 23.73%

18.56%

16.74% 15.16% 13.10%

11.00% 10.78%

47.60% 45.35%

40.85%

35.35%

31.10%

22% 20.35%

18.68% 17%

13% 12.50%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

2002-03 2003-04 2004-05 2005-06 2006-07 2007-08 2008-09 2009-10 2010-11 2011-12 2012-13

Actual Loss Level Target Loss Level

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Initiatives: AT&C Loss Reduction

Unique Efforts appreciated

nationally and internationally

Prioritizing Focus

Front runner in Technology Implementation to improve efficiency and consumer service delivery

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Initiatives: AT&C Loss Reduction

Technological Interventions

• Energy Audit up to the DT level – prioritizing focus

• HVDS & LT ABC Implementation – Technology interventions for theft prevention

• Replacement of Electromechanical meters with Electronic meters

• AMR for all High Revenue consumers – 60% of Total Revenue

• Aggressive Enforcement activities with scientific inputs & analysis

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Initiatives: AT&C Loss Reduction Social Interventions

• Collaboration with NGOs – awareness creation across LA especially slums

• Settlements of Enforcement cases through PHFs , Special Lok Adalats , Electricity Courts etc.

• Public participation in controlling Theft through Community pressure

• Separate Segment for consumers at Bottom of Pyramid –Sp. Consumer Group

– Employment Oriented Vocational Trainings - “ Creating Capacity in consumers to pay before asking them to pay”

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EXCELLENCE JOURNEY :

Enhancing Power Supply Reliability

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Improvement in Reliability

System Average Interruption Duration Index (SAIDI): The average outage duration for each customer served

2002 2011-12 2012-13

SAIDI -11 kv (hrs) 110 4.38 3.07

SAIDI Overall (hrs) Not Recorded 52.06 63.62

Interruptions Due to External Factor (e.g. DTL , NRLDC , GENCO shutdown etc.)-Not attributable to TPDDL (hrs.)

Not Recorded 21.39 36.22

Interruptions Due to Internal Factor-attributable to TPDDL (hrs.)

Not Recorded 30.67 27.40

PEPCO 2.35 hrs

Delmarva 2.71 hrs

Long Island Power

Authority 0.68 hrs

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Outage Management System

GIS – Mapping all electrical assets and consumers

Initiatives: Reliability Improvement

Many Industry Firsts!

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• Power Purchase Agreements

– Executed long term PPAs for 1050 MW over 914 MW allocated ; sufficient to meet requirements till FY 18

• Future Plans

– No captive power plants to be added - due to adequate availability

– Bids invited for Long Term procurement of 750 Mus of renewable power (solar & non-solar) from FY ‘16.

Initiatives – Reliability Improvement

Wind Solar Biomass Small Hydro

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EXCELLENCE JOURNEY :

Technological Firsts

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Adoption of Technology - Many firsts

SCADA

Cap on Tap

Monitoring of total load through SCADA

100% Automatic Voltage Regulation

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Adoption of Technology - Many firsts

Geographical Information System Integration of GIS with Operational and Commercial Sys.

Integrated Outage Management System Integrated Call Center with

BCM Smart Grid Pilot

Architecture

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Initiatives: Outage Management System

TPDDL is the only utility in India to implement the INTEGRATED OUTAGE MANAGEMENT SYSTEM (OMS)

• Geo referenced network details along with trouble order to the field crew

• Prediction of the outage device thus curtaining diagnostic time

• Management of crews assisting in restoration

• Updation of CRM with status of on going and planned outages for intimation to customers

• Actionable intelligent reports.

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NO

Fault occurrence

Upstream Breaker Opens

FPI indicate fault

Localization of Faulty Section by Patrolling Line by Breakdown staff

How Outage Management System Works

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NO

Manual Isolation of Faulty Section

• Manual isolation of the faulty section

Close NO point

How Outage Management System Works

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Impact : OMS Deployment Comparison of Pole Complaints on Top 20 Distribution Transformers Comparison of Total Complaints on Top 20 Distribution Transformers

Mean Time To Repair – Street Lighting Complaints in Days

35 % Reduction 83 % Reduction

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• Distribution Automation. 20% yielding 80% restoration remotely

• DMS- OMS - GIS Integration and Implementation

• SAP-FAR –GIS Integration

• Nitrogen Injection Drain and Stir System (worldwide known as NIDS) for Power

Transformers

• Centralized smoke and fire detection system

• Automatic Reactive Power Compensation in Grid stations

• Unmanned grid stations through SCADA-EMS

• GPRS based spot billing

• Automated Meter Reading (AMR) for high end consumers (HRB)

• Secondary Data Centre (SDC) for Systems back-up

• SAP-ISU roll out for billing and CRM

• Implementation of Business Communication Management (BCM)

• Pilot Project on Smart Grid / AMI

Initiatives – Major Technological Achievements

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EXCELLENCE JOURNEY :

Enhance Consumer Satisfaction

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CONSUMER SERVICE INITIATIVES

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Consumer Service Excellence

Before After

Long Queue for payment & services

• 14 Fully networked consumer care

centers • Integrated Call Center for No Supply

and Commercial Complaints • Billing database of 100% of

consumers on website • Spot Billing • Automatic Cash/ Cheque Collection

Machines

• Video Conferencing for Consumers

• SMS based pull services

• Instant/ Speedy New Connections

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• Meetings with RWAs/IWAs on a monthly basis in all Districts

• Segmented meets

• Relationship Approaches

o Client & Account Managers : Xpress, KCG, HRB, G&I o Consumer Relationship Officers (CROs): HCB o Special Consumer Group: JJ Clusters

• BPR of Revenue Management Cycle

• Automated Workflow (SAP ISU)

• Instant/ Speedy New Connections

• Performance Assurance Standards

Initiatives - Revamping Consumer Experience

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Value Added Services

• Lucky draw for consumers using E-Payment options

• Energy Audit of Key Consumers • Safety Audits at Customer Premises

• Discount coupons to paying consumers

• Pay & Win Schemes for SCG consumers

Integrated Call Center launched through BCM

• Common IVR for No Supply & Commercial.

• Reduction in response time through pre-fed information. • Auto response for outage information & registration of

No Supply complaint using BCM-CRM-OMS integration. • Capturing caller’s experience with call through IVR. • Voice mail recording for theft/harassment/project

execution related complaint.

Initiatives - Revamping Consumer Experience

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Impact – Improvement in Consumer Services & Satisfaction

Improvement in CSI

79 81 88 85 88 93 95 71 75 82 0

20

40

60

80

100

FY09 FY10 FY11 FY12 (Int) FY13 FY14(T) FY22(T)

Ind

ex

TPDDL (Top 3) TPDDL (Top 2) BRPL (Top 3) BYPL (Top 3)

BEST - 93

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Tariff – Comparative Scenario

Despite Improvement in Supply & Consumer Services, Lowest Average Tariff Among All Metros & Neighboring States

States/ Discoms Domestic - 5 KW Commercial -

LT - 10 KW

Industrial -

LT - 10 KW

Industrial HT -

100 KW/108

KVA - Supply at

11 kV

Last Tariff Order

Date/Effective From

Units-> 200 400 1500 1500 15000

Delhi 290 415 857 813 750 1st Aug 2013

Mumbai – BEST 420 496 940 865 893 1st Jun 2012

Haryana - Gurgaon 564 610 700 685 714 1st March 2013

Gujrat 369 412 445 445 530 1st March 2013

Karnataka 470 515 743 513 640 30th Apr 2012

Punjab 594 591 635 658 553 1st Apr 2013

Uttar Pradesh 508 444 728 735 770 19th Oct 2012

Rajasthan 516 517 666 518 651 9th Aug 2012

Madhya Pradesh 534 581 657 480 672 1st Apr 2012

Kolkata 586 652 780 621 796 1st Dec 2012

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FUTURE IMPROVEMENT PLAN

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Future Projections

Parameter UOM Actual (10-11)

Actual (11-12)

Actual (12-13)

Target (13-14)

Target (17-18)

Target (21-22)

Benchmark

AT&C Losses % 13.2 11.22 10.78 10.4 9 7 Torrent 9.23%

CSI Overall Index 88 85

(internal)

Top 2:71 Top 3: 87

Top2 : 75 Top 3:93

Top2 : 78 Top 3:94

Top2 : 82

Top 3:95

BEST 93%

Total Commercial Complaints/ '000 consumers

Nos. 2.9 2.32 1.5 1

Total Operational Complaints/ '000 consumers

Nos. 20.62 18.0 8.0 5

SAIDI - Overall hrs 65.98 54.89 50.00 21.00 17

CPFL Paulista – Brazil

7.48

SAIFI - Overall nos. 66.93 63.63 56.00 25.00 20

CPFL Paulista – Brazil

5.37

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Initiatives to attain future targets

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AT&C Reduction

SMART Metering

Real Time Energy Audit Advanced Business Analytics

Enforcement Annual CAPEX of Rs. 45 crs for next 5

years

Customer Satisfaction

Instant Resolutions

ToD Smart Metering

Enhanced customer care centres and payment avenues

Ease in providing new connections

Reliability Improvement

Solar Grid Connectivity

OMS Sufficient power tie-ups upto FY18

n-1 Annual CAPEX of Rs.85 crs for next 5

years

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Technological Interventions – Smart Grid Road

Map 4Q 2013 2Q 2009 2Q 2011 1Q 2007

•Grid Substation Automation System (GSAS) •Communication Infrastructure •Supervisory Control and Data Acquisition (SCADA) •Geographical Information System (GIS) •Automated Meter Reading (AMR) •ERP based maintenance management •SAMBANDH – CRM •Payment gateway

•Distribution Management System (DMS) •Distribution Automation (DA) •Outage Management System (OMS) •Secondary Data Centre (SDC) •CRM & Billing Systems (SAP-ISU) •Asset Equalization •Reactive Power Management •SURAKSHA / Ethics / Security / MIS Portals •DEBS Up-gradation •SAP Up-gradation (technical) •SAP – GRC (Governance Risk & Compliance) Access Control •SRM - Live Auction Cockpit

•Demand Side Management •Distributed Generation (DG) •Enterprise Application Integration (EAI) •Data Historian •Business Analytics (BA) – phase 1 •Mobile Workforce Management (MWM) •Smart Grid pilot roll out – Phase 1 •RCM based maintenance management •Green Grid pilot •DR Site •Security Management System •Integrated Power Procurement Solution •GIS Up-gradation •Transmission Integration •Integration of non SAP (Business) Applications •Comprehensive Intrusion Detection & Protection System

•Advanced Metering Infrastructure (AMI) •Smart Grid roll out – Phase 2 •Green Grid implementation •Business Warehouse •Business Analytics (BA) – phase 2 •Distributed Energy resources (DER) Integration •Incident / Accident free environment through advanced surveillance system

Phase 1 Phase 2 Future

Phase Phase 3

2016 & beyond

SGMM - Level 1 Score # 1.69

SGMM - Level 2 Score # 2.5

SGMM - Level 3 Score # 3.6

SGMM - Level 4 Score # 4.5

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Technological Interventions – Smart Grid Road

Map

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TPDDL is developing 10 years Smart Grid Road Map. Five Business Cases identified are -

– Advanced Metering Infrastructure (AMI)

- Enterprise Service Bus

- Business Intelligence

- Integrated Communication Network

- Field Force Automation

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• First Utility initiated Advanced Metering Infrastructure based ADR program in the country

• Project approved by DERC

• Project Objectives:

– To manage peak demand

– To manage Grid Stress situations

• Project Components include :

– Automated Demand Response infrastructure

– Smart Meters

– RF Mesh based Communication

– MDMS and its integration with other OT & IT systems like OMS, SAP, ADR.

• Collaborative partnership with selected vendors

• Project being undertaken to demonstrate:

– technological capability

– understand customer behavior

– Case study for regulator to work on differential tariffs and financial incentives.

– Processes required for scaling up

AMI based Auto Demand Response project

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Great Places To Work For

India

Utilities

Vision 2022

Profit Planet People

Top 10

Complaints, Accidents

Smarter DISCOM

Energy & Water Neutral

Single Digit AT&C Loss (7%)

Domestic & International

Presence

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Way Forward

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Thank You

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