2. FEDCO’s Supply Area
Area of operation is Khordha, Puri, Nayagarh and Balugaon Divisions of CESU
CESU
Number of Circles
5
Bhubaneswar 1, Bhubaneswar 2, Cuttack,
Paradeep, Dhenkanal
Supply Area – Bhubaneswar Circle II
PURI KHORDHA BALUGAON NAYAGARH
Electrical Divisions Under FEDCO
3. Supply Area Snapshot
Area Detailing of Balugaon Electrical Division
BALUGAON
Note :
Ranpur Section`s jurisdiction is under Nayagarh Revenue District .
Geographical
area
Area 1,300 km² (approx)
No. of Revenue
Districts
02 (Ranpur Section
is from Nayagarh
Distt.)
No. of Blocks / GPs 04 / 83
No. of Villages 855 (approx)
Representatives Public Representatives MP – 01; MLA- 02
District Administration DM- 02 ; SP- 02
Total
Consumers
LT (Includes Domestic) 63,965
HT (Includes Industries) 331
Break-up
Division/ Sub-Division 01 / 02
Section 6 (existing 10)
Revenue /
AT& C Loss
FY 2011-12 Rs . 30 Cr. / 60%
Description of Balugaon Electrical Division
4. Technological and Process Interventions
During Independent Operation – The Change FEDCO will bring
Customer Care
& New
Connections
• Door step service for new connections
• 24X7 customer care center with on line solution to look into the
connection, supply, billing and metering related grievances
• Escalation of complaints for delays beyond internal SoPs
Fuse call
centers
• Dedicated maintenance team with separate fleet of four
wheelers and two wheelers:
• Urban Fuse call center operates – 24X7
• Rural Fuse call center operates– 15 Hrs a day
• Teams will be linked to Customer Care Center for prompt relay
and transparent complaint handling
5. Technical Due Diligence
• Unbalanced Load Flow
• Poor voltage regulation
• High level of Technical (Peak
power/Energy losses)
• Conductor Heating /
Equipment damages
• Very high unaccounted
energy losses [20-40%
against international
standards of 8-10%]
ISSUES WITH THE EXISTING
SYSTEM
Technical
Loss
Reduction
will
be
accomplished
by
Network reconfiguration including
installation of new Primary and
secondary sub-stations/up-gradation of
existing sub-stations (information to be
shared with CESU)
New distribution transformer sub-
stations/up-gradation of distribution
sub-stations
Re-conductoring of HT Lines
Re-conductoring of LT Lines
Capacitor placement
Load balancing in the 3 phase system
CESU
Franchisee
6. Activities Planned
During Independent Operation – Technical Activities
Operation & Maintenance
Skeletal O&M team in place at field.
Field Team is working with CESU employees to understand the system and area.
Performing preventive maintenance.
GPS based network Survey conducted for smooth O&M operations
Activity Outcome Status
Pole replacement Damaged poles will be replaced to avoid
accidents and outages
Pole Procurement done.
Work will start from April
Tree pruning Trimming of tree branches will be done
to avoid unwanted outages and
accidents
Survey is in progress and the
activity will started in April
DTR Yard Cleaning To reduce the faults and increase the
aesthetics
Work is in Progress. Around
225 DTR Yard cleaning done
till date.
Load Balancing To reduce the technical losses and
increase the voltage profile
Survey is in progress and
work will be started in the
month of April
7. Our Approach – Consumer Indexing
Consumer indexing through door-to-door survey
and identify source (i.e. pole & phase) of supply.
Asset survey using GPS and code for all assets
(DTs, Poles and Breakers etc including LT
poles/feeder pillar boxes)
Identify DT & its LT feeder circuit from where
each Customer is fed
Develop customer and asset database
Base Map creation Field Validation
Pole to pole survey
– Network Asset
mapping
Consumer indexing
& Asset
codification
Consumer Indexing
Indexing Design
Work Plan Submission
Door - to - Door Consumer Survey
Consumer - Attribute Data Collection
Creation of Digital Indexing
Linking Spatial & Non-Spatial
Final Consumer Indexing
QA / QC
Field Verification
Will result in timely energy
audit and area prioritization
for action plan
8. Our Approach – Customer Inclusion
Customer Inclusion
New connection release
Streamlining connection release process
Setting up process timelines and associating
employee KRAs to these
Regularization of unauthorized connections
Identification of such cases and timely
conversion to legal connection
Empowering legal consumers to report cases
of unauthorized use, voluntary disclosures
• Consumer Indexing already initiated
• 22 Loss pockets identified
• Unauthorized and Pending connections
being Identified
• BPR being undertaken to simplify and
expedite release of connections
• Special connection release teams being
formed - Camps will be organised
• During Special Camps, all processes will
be undertaken on the spot and meter
to be installed then and there.
• First bill will be issued in the next billing
cycle
• Call Centre will handle connection
related grievances to meet the
Standards of Performance
Inclusion plan
9. Our Approach – Customer Care
Approach towards Customer Care
Prompt redressal of consumer complaints
Improved process transparency and increased
communication with consumers
Central Call
Centre (Long
run) 24x7
Key consumer
cell
Sub-division
call centers
(Short run)
Section counters
Consumer
Inter-connected
Inter-connected
• Identification of major grievance areas –
voltage, no supply, billing, meters, etc
already undertaken
• Customer Call Centre to be operational by
01st April with a common number across
the Circle
• Call Centre will relaying and monitor all
complaints to fuse call and commercial
teams to ensure time bound redressal
• Inbuilt Transparency and escalation
mechanisms to ensure tracking and
reporting of all grievances
• Supervisory checks through customer
interaction
Customer Care Plan
11. Operations & Maintenance
Maintenance Definition
Maintenance activities are of two kinds:
Preventive Maintenance
Emergency/ Breakdown/ Fuse Calling
Input to Maintenance
The following inputs are provided by FEDCO to the O&M Partner:
List of Assets requiring maintenance
The Geography and Maps indicating the location of these Assets
The scope/ activities the O&M Partner is expected to do.
Training Manuals on O&M. This is module wise and provides for each
type of maintenance activity on field.
Training Manuals on Safety.
12. Maintenance Process: Respective Formats
DT: Maintenance Scheduler: DT CARD
This format defines the preventive maintenance schedule for DT. This
record must be maintained for each DT individually. On the format
the schedule has been predefined by FEDCO. The Partner must
define a calendar for the entire year (in the due and status column).
The Oil Acidity test has to be done once in two years. Noting should
be made in this format once the test is done. Test reports of the test
have to be maintained. All monies spent on the maintenance of DTs
are to be recorded on this format. Based on the money spent FEDCO
will take informed decisions on the viability of the DT.
13. Maintenance Process: Respective Formats
DT: History Card
The DT History Card is printed at the reverse of DT CARD. DT History
Cards are maintained individually for each DT. Once DT field
maintenance is done the History Card has to be updated and dates
and actual values are to be filled. This format has to be filled in great
detail and must be complete in all respect.
Responsible persons from the Partner’s team will carry out
inspections of the maintenance activities carried out. These can be
planned and/or surprise inspections. Inspection observations are to
be noted on this form in the relevant columns. In case discrepancies
are found then the Partner will have to take appropriate action and
maintain a record of actions taken. These must demonstrate re-
maintenance done. Actions can also be on personnel in the form of
training, punishment or expulsion. For cases of theft expulsion is the
only recommended action.
14. Maintenance Process: Respective Formats
Circuit Maintenance Scheduler
All circuits have to be inspected and maintained at least once every
two months. This format is used to schedule activities.
Circuit Maintenance Record
This record defines Circuit maintenance observations/ activities to be
done when maintaining. Each time a pole/ line is observed/
maintained relevant columns must be filled. Records of material
consumption are to be maintained on this format.
Tree Pruning Scheduler & Record
This format is both a scheduler and a record. All cables are to be kept
untouched by tree branches at all times. Define schedules
accordingly. Responsible persons from the Partners team will inspect
and FEDCO’s team will conduct Audits to verify this.
15. Maintenance Process: Respective Formats
Indent for Material Issue
The Partner should raise a monthly Indent for all consumable and
material required by him for maintenance activities for the
subsequent month. The Partner should raise this Indent by the 15th
of each month. The Partner should collect material by the 30th of
each month from FEDCO stores.
The Partner has to submit Material Consumption Report to the
Stores before fresh material is issued.
Calibration
The Partner will maintain records of the calibration of measuring
instruments. Calibrations must be traceable to International and
National standards. Partners must maintain certificates of
calibration.
16. Maintenance Process: Respective Formats
Maintenance Escalation
All those maintenance activities that cannot be managed by the
Partner should be brought to the notice of FEDCO through a monthly
escalation. This monthly escalation should summarize entire
unmanageable activities with the Partner.
Compliance
Regulatory compliance (e.g. ESI, PF) should be maintained by the
Partner. Updated compliance information should be made available
to FEDCO along with the Partner’s invoice.
O&M Dashboard
Partners are to summarize monthly activities and present to FEDCO
every month along with the Invoice.. This shall be a very detailed and
comprehensive report. This will be jointly analyzed by FEDCO along
with the partner.
17. Maintenance Process: Respective Formats
Inventories
Partners have to maintain suitable reports for reporting of stocks:
Received from FEDCO
Issued to Field
Field Returns
Unused material
Recovered material
Retrieved Transformer Oil
Defective Parts
Returns to FEDCO
18. Fuse Call Management
The SLAs (time to be taken) for attending each call type. Fuse
calls must be attended to as defined in the Partner contract.
Each section will maintain a Fuse Call register.
For Calls getting Generated at the Call Center
the Call Center will generate Complaint Number through the
centralized CRM software.
The Call Center will inform relevant Division/ Sub-division/ Section
through Phone, SMS and System Pop-up
For Calls not getting generated at the Call Center
All Divisions, Sub-divisions and Section have to call the Call Center
and take a Complaint Number.
19. Fuse Call Management
Managing the Call
Relevant maintenance personnel have to be informed of the
complaint verbally or telephonically followed by an SMS.
After attending to the complaint relevant details have to be filled in
the Fuse Call Register.
After the completion of the call information has to be provided to
the Call Center and the complaint formally closed.
In case of delays beyond the stipulated time the complainant has to
be kept informed appropriately by the Call Center.
