North Delhi Power Limited             – a consumer centric organization                        Presentation at Distributio...
Structure of Presentation• NDPL Brief Profile• Initial Challenges• Initiatives Towards Consumer Affection    NDPL Consulti...
Geographic Description                                           NDPL                                                     ...
NDPL ProfileTurnover (FY 2006-07)                          Rs. 2050 Cr (enhanced from Rs 1100 in FY 03)Peak Load          ...
Initial Challenges in July 2002 – Power Supply• NDPL inherited an old dilapidated Network, which was characterized  by the...
Consumer Interfacing – a utility’s paradox                                   Front-end                    Back-end        ...
Strategic Roadmap – Pillars for 2002-07                                              Strategy for 2002-07     AT&C Losses ...
Power Supply Improvement - Initiatives• Subsequent to takeover, all key interventions undertaken were part of  an integrat...
Business Process Reengineering - Initiative                                                      Consumers                ...
Consumer Feedback –AC Nielsen Survey                            If you cannot measure it,                                 ...
Consumer Segmentation – differentiated service delivery                                                    Strategic Segme...
Consumer Feedback - IMRB Quarterly Survey                                                                75.50         76....
New Connections - Home Delivery•   Field Service Executive (FSE)    visits the consumers’ premises    and completes all fo...
Average Energization period of New connections              70              60             58.3              50           ...
Meter Reading – consumer focused redefined Approaches                                   • Performance based contracts with...
Consumer Convenience – ushering in an era oftransparency & accessibility• SUGAM – Billing database of 100% of  consumers o...
Call Centers – Efficient resolution of complaints                                    •   No Supply Complaints (24*7) - Ph....
Reaching out to consumers..                                                                          K.R. Kalra           ...
Payment Avenues – Consumer convenience • Payment avenues increased from 20 at   the time of takeover to 1100+ now. • State...
Payment Avenues – Consumer convenience• Payment of Energy Bills through  website also – by credit cards –  website certifi...
Communication – Not kept in dark"Sanchaar" - has been launched to give advance   information about Planned Power Shutdowns...
Consumer Relationship - Segment wise approaches                                   • Structured Approach to                ...
Consumer Feedback…•   Feedback forms in Consumer Care    Center                                      •   Outbound Calls th...
Of course, Feedback…cont •   Feedback through RWA/IWA’s meet     in all the districts monthly basis.                      ...
Value Added Services• Privileged Consumer Scheme  launched – to recognize and  incentivize regular paying  consumers.     ...
Energy Conservation Initiatives                                • Energy Saving – CFL - Launched the                       ...
Energy Conservation Initiatives – Community involvement                                  Energy Club – Launch of III Phase...
Performance Management System - DPMS                                                                                      ...
Performance AssurancePerformance Guaranteed!For Services such as    • New Connections    • Metering & Billing Complaint Re...
Awards & Recognitions.. to name a few                                       • NDPL has been conferred with the            ...
Awards & Recognitions.. to name a few                                                CIO AWARD                Public Lok A...
Leveraging our Knowledge base.. • NDPL has undertaken the following Prestigious consultancy projects:        Setting up of...
Thank You                                                        Contact Us                                               ...
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Priank mathur-north-delhi-power-limited-a-consumer-centric-organization

  1. 1. North Delhi Power Limited – a consumer centric organization Presentation at Distribution India - II 19 - 20 April 2007 India Habitat Centre, New DelhiNDPL ConsultingNorth Delhi Power Limited
  2. 2. Structure of Presentation• NDPL Brief Profile• Initial Challenges• Initiatives Towards Consumer Affection NDPL Consulting North Delhi Power Limited
  3. 3. Geographic Description NDPL BSES Yamuna BSES NDMC Rajdhani MES NDPL Consulting North Delhi Power Limited
  4. 4. NDPL ProfileTurnover (FY 2006-07) Rs. 2050 Cr (enhanced from Rs 1100 in FY 03)Peak Load 1066 MWAnnual energy requirement (FY 2006-07) 5950 Mn. UnitsTotal registered consumers (0.743 Mn on T/o) 0.91 Mn. (Actual estimated 1 Mn.)Number of employees 3700 (5600 in July 2002)Area 510 Sq KmsPopulation serviced in Network area (approx) 4.5 Mn.Per Capita Consumption (Units) 1245 (National Average of 500, Mumbai – close to 850)Number of consumers per Sq.Kms 1784 (Only Registered)Employees per `000 consumers 4.06Employees per Mn. Unit input 0.62Load / Energy Growth 07% / 05% NDPL Consulting North Delhi Power Limited
  5. 5. Initial Challenges in July 2002 – Power Supply• 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 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 Consulting North Delhi Power Limited
  6. 6. Consumer Interfacing – a utility’s paradox Front-end Back-end Generator UTILITY Tx. Utility Govt. Consumer Trader Regulator SLDC 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 Consulting North Delhi Power Limited
  7. 7. Strategic Roadmap – Pillars for 2002-07 Strategy for 2002-07 AT&C Losses Consumer service & IT System Reliability to Establishing TATA <25% Interface to be be comparable with Brand Image in terms comparable with world good utilities in India. of TBEM standards standards Parts of areas (BU & and a show case for all Ideal Zones) stakeholders comparable with best in India. 1,00,000 No planned exp. 5400 erstwhile DVB staff >50% backlog on infrastructure with cultural & attitudinal complaints improvement issues past 3yrs Wretched working conditions What NDPL had inherited AT&C Losses No concept of Electricity Supply Large gap between >50% consumer service & IT system on the verge of existing & TATA work Interface collapse culture and standards Strategic Level Focus on Consumer Service NDPL Consulting North Delhi Power Limited
  8. 8. Power Supply Improvement - Initiatives• 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 FY08 Roadmap 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 Consulting North Delhi Power Limited
  9. 9. Business Process Reengineering - Initiative Consumers CCG Customer care letters Call Center Center Website E ail Drop boxes CMG MMG MRG RBG RCG RRG RDG RAG Policy Regulatory Bench Data Revenue Infrastructure User& System Advocacy Compliance Marking Analysis Protection Support Administration SAMBANDH – Integrated Commercial Package software- Industry First!! Facilitates complaints management, each complaint assigned a specific no. and tracked till its logical conclusion. NDPL Consulting North Delhi Power Limited
  10. 10. Consumer Feedback –AC Nielsen Survey If you cannot measure it, You cannot improve it… FACTORS IMPORTANCE WEIGHTED PERFORMANCE (%) Electricity Situation 87 70 15 15 Fault Repair System 73 65 25 10 Billing / Bill Payment Facilities 63 60 35 5 Theft Safety Harassment 58 61 21 18 Communication 49 55 35 10 Top 2 Box Middle Box Bottom 2 BoxImportance of the factor to the Consumer. Satisfaction scores obtained on each of theMax-100 Min -1 parameters Basis of NDPL’s process improvements for Illustration purpose only. NDPL Consulting North Delhi Power Limited
  11. 11. Consumer Segmentation – differentiated service delivery Strategic Segments (Consumer Needs/ Tactical Segments • Need Analysis of varied consumer Strategic Criterion) Xpresss categories carried out through a Revenue Margin (≥ 500 kW) detailed in-house and external above Cost of KCG (100≤kW<500) Service survey (Reliability & HRB (15≤kW<100) Services, Relationship Places for Public Management) Congregation* Essential Services* • Consumer Segmentation evolved Institutional & HRB / HCB to ensure - differentiated delivery of Government Places for Public services as per the specific needs of Establishments (Proper Metering & Congregation* each segment and strategic Billing, Enhanced Essential Services* Follow-up) importance. Influencers & HRB / HCB Opinion Makers (<15 kW) Communication/ Service offerings aligned as per consumer Revenue Franchisee/ Single Assurance Point Delivery segmentation * to be rolled out in Phase II NDPL Consulting North Delhi Power Limited
  12. 12. Consumer Feedback - IMRB Quarterly Survey 75.50 76.50 75.00 70.25 63.00 NDPL HCB HRB KCG Xpresss Segment wise Consumer Satisfaction Indices for Illustration purpose only. NDPL Consulting North Delhi Power Limited
  13. 13. 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 NDPL Consulting North Delhi Power Limited
  14. 14. Average Energization period of New connections 70 60 58.3 50 51.8 40 41.68 days 36.5 33.9 30 26.4 20 14.8 13.9 10 9.5 9 0 2002-03 2003-04 2004-05 2005-06 2006-07 from date of application from date of payment Attribute changes done within 48 hours NDPL Consulting North Delhi Power Limited
  15. 15. Meter Reading – consumer 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 meter NDPL Consulting North Delhi Power Limited
  16. 16. Consumer Convenience – ushering in an era oftransparency & 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 Bill View Consumption Graph Print Duplicate Bill. Screen shot from SUGAM • State of the Art Consumer Care Centers - fully networked at all 12 Districts across NDPL for quick resolution of consumer issues Consumer Care Center End to long queues at the consumer care centers NDPL Consulting North Delhi Power Limited
  17. 17. Call Centers – Efficient resolution of complaints • No Supply Complaints (24*7) - Ph. 66404040 • Street Light related complaints - Ph. 66404444• Bill & Meter Related Complaints - Ph No. 66111912 NDPL Consulting North Delhi Power Limited
  18. 18. Reaching out to consumers.. K.R. Kalra 32B Rohini Call Received at SMS Sent to concerned No Current Call Centre crew 15mins Complaint attended & Call Centre informed Consumer informed & Call closed SMS based Fault Management System - significantly improved the fault Restoration time NDPL Consulting North Delhi Power Limited
  19. 19. 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 and open on all days. • Consumer comfort redefined with Automatic state of the art Cash/Cheque Collection machines • Association with Banks (UTI, Citibank) and other Private Agencies (Easy Bill) Receipts given even for payments made through credit cards also NDPL Consulting North Delhi Power Limited
  20. 20. Payment Avenues – Consumer convenience• Payment of Energy Bills through website also – by credit cards – website certified as secure by ‘Verisign’. • ECS Payment Options • NDPL Cheque/Cash Collection Van • Drop Boxes NDPL Consulting North Delhi Power Limited
  21. 21. Communication – Not 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 Consulting North Delhi Power Limited
  22. 22. Consumer Relationship - Segment wise approaches • Structured Approach to Consumer Relationship – CROs, Client A/c Managers, Eminent Citizens, RWA & IWA Interactions RWA meetings in progress• Consumer Accreditation Cell: constituted with the mandate to analyze major polices, facilities and services from the consumers’ perspective.• Public Hearing Forums- Addressing consumer concerns through apex committees ‘Meet the Public Representative ‘ scheme launched NDPL Consulting North Delhi Power Limited
  23. 23. Consumer Feedback…• Feedback forms in Consumer Care Center • Outbound Calls through call center NDPL Consulting North Delhi Power Limited
  24. 24. Of course, Feedback…cont • Feedback through RWA/IWA’s meet in all the districts monthly basis. • Feedback through website • Personal Feedback from consumer NDPL Consulting North Delhi Power Limited
  25. 25. Value 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 Consulting North Delhi Power Limited
  26. 26. Energy Conservation Initiatives • Energy Saving – CFL - Launched the Scheme for Energy Conservation in association with M/s Phillips• Energy Saving TIPS to Consumer NDPL Consulting North Delhi Power Limited
  27. 27. Energy Conservation Initiatives – Community involvement 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 NDPL Consulting North Delhi Power Limited
  28. 28. Performance Management System - DPMS Consumer O&M Tx Pending DA - Zones CAIDI SAIDI SAIFI FFF AT&C Satisfaction Expenditure/ Failure Connection Pending Index unit realisedZoneCode Weight age (100) 10 5 5 5 5 10 10 30 10 10 ------> eQTm Units Hrs Hrs Nos. Nos. KVA Nos. Nos. % Rs/unit realised Index411 Civil Lines 0.70 4.86 6.98 4 0 62 3 33.1% 78 0.05417 Kamla Nagar 1.01 8.60 8.49 0 0 21 2 33.9% 76 0.081304 Pusa 0.78 14.35 18.46 0 0 9 0 41.0% 74 0.08501 Keshav Puram 0.61 3.88 6.39 0 0 14 5 22.2% 73 0.08581 Badli Residential 1.73 6.33 3.66 0 0 38 1 26.2% 77 0.06530 Lok Vihar 0.88 3.78 4.30 0 0 18 0 29.6% 75 0.13520 Jai Mata Market 0.54 7.95 14.70 0 0 6 0 28.1% 73 0.11418 Timar Pur 1.10 14.87 13.48 0 0 24 2 30.4% 77 0.10551 Avantika 1.20 5.95 4.98 3 0 68 3 24.5% 69 0.07504 Saraswati Vihar 0.99 8.09 8.21 2 0 24 1 28.8% 77 0.10510 Rani Bagh 1.50 15.56 10.39 0 0 10 1 31.3% 75 0.12422 Shahjada Bagh 0.50 3.38 6.69 0 0 18 2 36.2% 75 0.08 85% of employees covered under DPMS Not Complete, for Illustration purpose only. NDPL Consulting North Delhi Power Limited
  29. 29. Performance AssurancePerformance Guaranteed!For Services such as • New Connections • Metering & Billing Complaint Resolution • Attribute Changes among othersCommitment to provide within timelines orelse pays penalty Another First by NDPL in its Mission to Ensure Excellence in Consumer Service NDPL Consulting North Delhi Power Limited
  30. 30. Awards & Recognitions.. to name a few • NDPL has been conferred with the National Award for Meritorious Performance for two consecutive years 2004-2005 & 2005-2006. Hon’ble PM presenting the award• 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 attempt itself. Mr Ratan Tata presenting the award NDPL Consulting North Delhi Power Limited
  31. 31. Awards & Recognitions.. to name a few CIO AWARD Public Lok Adalat Award FOR BEST BILLING for the highest settlements SYSTEM Intelligent Transparency Enterprise Award in Billing System For IT initiatives Award for AESIEAP CEO’s Award Corporate Social for Business Excellence Responsibility NDPL Consulting North Delhi Power Limited
  32. 32. 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 Improvement AT&C Loss Mitigation Energy Audit & Accounting Consumer Care initiatives NDPL Consulting North Delhi Power Limited
  33. 33. Thank You Contact Us Priank Mathur priank.mathur@ndpl.com +91 9971392909, +91 11 66112413NDPL ConsultingNorth Delhi Power Limited

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