3RD Technical Session
 Presentations by NDPL, CESC and Sri V Gandhi Babu

This Session was chaired by Sri B K Das, Chairperson, OERC. In this Session valuable Presentations were given by Arup Ghosh, Chief Operating Officer, NDPL, Aniruddha Basu, General Manager Operations (Commercial & Mains), CESC Limited and Mr Gandhi Babu, former CEO, SOUTHCO. The summary of these Presentations are given as under:

1. Arup Ghosh, Chief Operating Officer, NDPL
 NDPL has reduced the AT & C Losses from 53% on the day of privatization on July 2002 to 23.7% as on 31.03.2007.

The reduction in AT & C losses had a cumulative savings impact in financial terms to the tune of Rs. 1791 crore during this period. This enhanced the paying capacity of NDPL which reduced TRANSCO’s dependence on Govt. considerably. This has been achieved while keeping domestic tariff constant since July 2004.

 Energization period of new connection have been reduced substantially going by the reliability indices like SAIDI, SAIFI and CAIDI during the post-privatization period.

 Provisional billing has been reduced to benchmark levels.

 Transformer failure rate reduced to insignificant levels.

 All reliability indices show improved performance of NDPL in terms of reduction of interruptions. NDPL monitors its Network Performance through Internationally accepted Key Performance Indicators (KPIs).

 System Availability Index has improved from 98.5% in 2002-03 to 99.9% in 2006-07.

 As far as new connections are concerned, the percentage of cases resolved improved from 75% in May 2007 to 79% in September 2007.

 Attending to complaints on defective and faulty meters has improved from 56% in May 2007 to 76% during September 2007.

 The percentage of cases resolved on change of category has improved from 36% to 84% during the same period.

 Similarly the percentage of cases resolved in assessment cases has improved from 69% to 91% during the period under review.

 The percentage of meter testing cases has improved from 59% to 93% during the period.

An analysis of varied consumer categories has been carried out through a detailed in-house and external survey.

 Differentiated delivery of services has been undertaken as per Consumer Segmentation taking into account their specific needs and strategic importance.

 Service offerings aligned as per consumer segmentation.

 SMS based Fault Management System has significantly improved the fault restoration time.

 Advance Intimation to consumers are given in case of load shedding in the event of Grid shortages.

New connections are delivered at home. Field Service Executive (FSE) visits the consumers’ premises and completes all formalities for new connections.

 Meter Installation Vans carry meters for installation. Each Van installs about 7-8 meters per day.
 SUGAM – Billing database of 100% of consumers on the website which has institutionalized transparency. SUGAM enables consumers to View Bill, Consumption Graph and Print Duplicate Bill.
 
 NDPL has established State of the Art Consumer Care Centers in all the 12 Districts across the distribution zone.

End to long queues at the consumer care centers
 
 SAMPARK, a CRM software has been installed which facilitates complaint management, each complaint assigned a specific number and tracked till its logical conclusion.

 Payment avenues increased from 20 at the time of takeover to 1100+ now.

 State of the art Collection centers instituted with all civic amenities.

 Consumer comfort has been redefined with Automatic state of the art Cash/Cheque Collection machines

 Payment of Energy Bills permitted through website also – by credit cards.

 NDPL has adopted a Structured Approach to Consumer Relationship – CROs, Client A/c Managers, Eminent Citizens, RWA & IWA Interactions

 Public Hearing Forums- Concerns addressed at Door step of Consumer

‘Meet the Public Representative ‘ scheme launched, close coordination with CM’s/LG’s/MoP’s office for consumer complaints
 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 is the first power distribution utility in India to have been certified with:
• ISO 9001:2000
• ISO 14001:2004
• ISO 18001:1999

 All processes are documented and progress is monitored regularly through Internal & External Surveillance Audits conducted by DNV.

 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 attempt itself.

 NDPL has been judged as “POWER UTILITY OF THE YEAR” for the year 2007 amongst 40 renowned Utilities in Asia by Asian Power Awards.