Quality Model for Distribution Companies By SYED RIFFAT ALI RIZVI MSEE, MAS Dy. General Manager The Karachi Electric Supply Company Ltd
Introduction 1. Concept of quality in service sector was derived from manufacturing sector & then attained its own distinction. 2 (a). Develop definition applicable in regulated (Anti Trust) economy & relate it with service standards established by NEPRA. 2 (b). Eventually Quality Model for Distcos will be evolved. Significance of Quality Model for Distcos will be to apply integrated approach to achieve quality & facilitate its consumer. 3. We shall use them Quality Model to assess Scenario in Pakistan
Definition of Quality <ul><li>A popular definition of quality is “fitness for use”. </li></ul><ul><li>“ Quality is meeting or exceeding customer expectation”. </li></ul><ul><li>Both definitions of quality represent perspective of open market economy where market forces are custodian for consumer (customer) welfare. </li></ul>
<ul><li>Electricity market is naturally monopolistic where regulator is custodian of consumer welfare. As such we can safely use term “regulator” instead of customer in our definition of quality. So modified definition will be “quality is meeting or exceeding regulators expectation (Standard). </li></ul>Definition of Quality
Quality Model for Distribution Companies (i) Continuity of supply. (ii) Commercial relationship. (iii) Voltage Quality.
(i) Continuity of supply. (a) Planned and Un-planned interruptions (b) Duration of interruption (c) Number of interruption
(ii) Commercial Quality a) Tariff Issues b) Metering & Billing c) Service Connection d) Information flow
Tariff Issues Utilities can not unilaterally levy additional tariff to consumers on their own accord. Tariff is determined by NEPRA & notified by the Govt. of Pakistan.
Metering &Billing Dispute concerning metering, billing and electricity consumption shall be finalized with in twenty one days of filing of the complaint. Disputed meter shall be inspected by the authorized personnel of Utility with in five days of the particular complaint from the consumer.
Service Connection The utility shall provide new service connection to its eligible consumers / applicant according to time frame established according to power & voltage requirements of the consumers.
Intormation Flow To facilitate consumers utility shall establish suitable number of complaint offices, and a toll free telephone system shall be established for flow of information and lodging complaints.
(iii) Voltage Quality a) Frequency Variation b) Voltage Fluctuation c) Harmonics
Frequency Variation + 1% Variation in 50 HZ is allowed
Voltage Fluctuation Utility shall supply power to at least 95 % of its consumer with in range of + 5 % of nominal voltage.
Continuity of Supply <ul><li>The power supply shortage in FY 2007 in 1500mw and in FY 2008 shortage is likely to reach 2500MW. Where as shortage has already reached 3500MW in March 2008 So interruptions caused by shortage of generation will increase in years to come. </li></ul><ul><li>Worst case (?) scenario was observed in city of Larkana where 188 interruptions in a single day were reported in 28-06-2006. in contrast to standard of 80 numbers of un-planned interruptions per consumer per year. </li></ul>
System Average Interruptions Frequency Index (SAIFI) and its value in nearly 34 (occasions). Where as System Average Interruptions Duration Index (SAIDI) is worked out to be nearly 4093 (min). Both values calculated at 132 KV level. Continuity of Supply
Commercial Quality <ul><li>Tariff Issues:- Electric utilities had introduced system development changes (SDC) in 1998. </li></ul><ul><li>Later on SDC was removed and a consumer eligibility criterion 2003 was introduced by NEPRA. </li></ul><ul><li>Billing & Metering Issue:- Faulty billing is mainly attributed to stealing of Electricity from consumer end. </li></ul><ul><li>Where as counter claim of in-efficiency malafide intentions on part of utilities officials is main cause of faulty billing. </li></ul><ul><li>The vigilance teams of PESCO have referred 5400 cases of power theft to police for registering FIRs during last Four Years, out of which hardly 300 could be registered-Action was taken against seven (07) cases only. It demonstrates the level of support being offered by the Distt. Administration to the company. </li></ul>
Commercial Quality <ul><li>The PESCO claims of providing commercial connection with in 48 hours, but in fact a consumer has to wait for at least two to three months for a connection. </li></ul><ul><li>Another official of PESCO states that this year (2007) 3,000 villages were given connection where as electrification of 500 more villages will be completed by the end of 2007. </li></ul>Service Connection:-
Voltage Quality <ul><li>Has caused destruction of electric equipment individual cases are either non-reported or under reported. Where as at large instances are reported where water supply equipment (water pump) ware damaged due to voltage fluctuation beyond permissible limits. </li></ul>
Continuity of Supply <ul><li>** Annual </li></ul><ul><li>* Single day observation in Larkana. </li></ul><ul><li>2. Commercial </li></ul><ul><ul><li>Distribution Company (Discos) con not change tariff </li></ul></ul><ul><ul><li>on their own accord. Tariff must be determined by </li></ul></ul><ul><ul><li>NEPRA & notified by Govt of Pakistan. </li></ul></ul><ul><ul><li>(iii)Metering & Billing:- this is grey area and excesses from </li></ul></ul><ul><ul><li>both side i.e consumer & Discos are order of the day. </li></ul></ul><ul><li>PESCO have referred 5400 cases of power theft only </li></ul><ul><li>300 FIR’s were registered. Action was taken against 07 cases. </li></ul><ul><li>Guaranteed service standards for service connection </li></ul><ul><li>i.e on individual case are not observed by Discos. However, </li></ul><ul><li>Discos claim to have achieved better performance on </li></ul><ul><li>Overall Service standards & take advantage of village </li></ul><ul><li>electrification schemes. </li></ul><ul><li>3. Voltage Quality </li></ul><ul><li>Discos are relating voltage quality with over loading of system </li></ul><ul><li>& stealing of Earth & Neutral wire from Network. </li></ul>4093*(min) 34*(occasion) 188* N . A Actual 14 13 80** N . A Standard SAIDI SAIFI Unplanned Planned Index