priank mathur-north-delhi-power-limited-a-consumer-centric-organization

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


Structure of PresentationStructure of Presentation

• NDPL Brief Profile

• Initial Challenges

• Initiatives Towards Consumer Affection


Geographic DescriptionGeographic Description

NDPLNDPL

BSES BSES RajdhaniRajdhani

BSES BSES YamunaYamuna

NDMCNDMCMESMES


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)


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


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


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


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


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.


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.


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


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.


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


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


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


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


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


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


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)


• 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


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


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.


Consumer Feedback…Consumer Feedback…

• Feedback forms in Consumer Care Center

• Outbound Calls through call center


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


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.


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


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


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


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


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


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


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


Thank YouThank You

Priank [email protected]

+91 9971392909, +91 11 66112413

Contact UsContact Us

priank mathur-north-delhi-power-limited-a-consumer-centric-organization

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