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SARI/Energy Regional Distribution Utilities Partnership Executive Business Trip ● February 23-25, 2004 ● New Delhi, India
SOUTH ASIA REGIONALDISTRIBUTION UTILITIES PARTNERSHIP
EXECUTIVE BUSINESS TRIP
February 23 -25, 2004New Delhi, INDIA
SARI/Energy Regional Distribution Utilities Partnership Executive Business Trip ● February 23-25, 20043 ● New Delhi, India
CUSTOMER SERVICE AND BILLING PROGRAMSin
CESC Limited, Kolkata
Debasis Gupta, Dy General Manager (Commercial)Soumitra Ghosh, District Engineer
CESC Limited, Kolkata
SARI/Energy Regional Distribution Utilities Partnership Executive Business Trip ● February 23-25, 2004 ● New Delhi, India
CESC Limited
Private Sector Utility
A RPG Group Company
Max Demand : 1280 MW
Gen Capacity: 1065 MW
Kolkata & Howrah
Serving the “City of Joy” for over a century
SARI/Energy Regional Distribution Utilities Partnership Executive Business Trip ● February 23-25, 2004 ● New Delhi, India
CESC Limited – A Snapshot
Year ending 31.3.03:
Units Sold: 5557 MU
T&D Losses : 18. 8 %
Energy Generated ~ 80%Energy Imported ~ 20 %
15 Kms
REGIONAL OFFICES : 6
CASH OFFICES : 38
MAINS DISTRICTS : 10
BILLING DISTRICTS : 70
50 Kms
Licensed Area567 Sq Kms
River Ganges
N
SARI/Energy Regional Distribution Utilities Partnership Executive Business Trip ● February 23-25, 2004 ● New Delhi, India
Energy Sales in 2002-2003
Total Sales = 5557 MU excl Energy supplied to WBSEB
Domestic41%
Others 9% Commercial18%Industrial
32%
58 %1.83 MillionLT42 %1626HTSalesConsumers
SARI/Energy Regional Distribution Utilities Partnership Executive Business Trip ● February 23-25, 2004 ● New Delhi, India
BILLING PROGRAMS
SARI/Energy Regional Distribution Utilities Partnership Executive Business Trip ● February 23-25, 2004 ● New Delhi, India
Core BillingSystem
DisconnectedConsumers
SecurityDeposit
MIS Reports
CreditControl
MeterReadings
NewConsumers
PaymentInformation
Core Billing System
ElectricityBills
First Computerized Billing system in India - 1973
SARI/Energy Regional Distribution Utilities Partnership Executive Business Trip ● February 23-25, 2004 ● New Delhi, India
In-house developed software:Time tested validations and filters
Hardware:Sun 4500 Series Servers
RDBMS:Oracle 9i
Billing System
SARI/Energy Regional Distribution Utilities Partnership Executive Business Trip ● February 23-25, 2004 ● New Delhi, India
INTERNETINTERNET
Billing: Interconnected Computer Systems
CASH OFFICES
IT DEPARTMENT : Bill Preparation
MAINS - DISTRICT OFFICES
New Application ProcessingExtensions
REGIONAL OFFICES
Monthly Meter ReadingsDisconnections & ReconnectionsBilling abatements and adjustments
CESC NETFibre Optics & Microwave
CESC NETFibre Optics & Microwave
Payments
METERING DEPT
LOSS CONTROL CELL
LEGAL DEPTwww.cescltd.com
SARI/Energy Regional Distribution Utilities Partnership Executive Business Trip ● February 23-25, 2004 ● New Delhi, India
Meters Readings
Intelligent Static MetersHT Meters : ~ 1700 Nos.
CT-Operated LT Meters : ~ 2000 NosSuch meters account for ~ 50% of Units sold.
Electromechanical Meters
LT Meters : ~ 2 Million
More than 50% are now “Superior Quality”
Taken through MRIs:
Taken manually:
SARI/Energy Regional Distribution Utilities Partnership Executive Business Trip ● February 23-25, 2004 ● New Delhi, India
The Electricity Bill
Normal LT Bill Notice Bill
Bar-CodedDelivered through Courier
SARI/Energy Regional Distribution Utilities Partnership Executive Business Trip ● February 23-25, 2004 ● New Delhi, India
Advertisements on Bill Face
Ad-Sales
Accompanying mailers
Special Covers
Direct mailing / sampling
SARI/Energy Regional Distribution Utilities Partnership Executive Business Trip ● February 23-25, 2004 ● New Delhi, India
Payments
POC Terminals at Cash Offices Mobile Cash Vans Cheque Drop Boxes across city
POC Terminals with Bar-Code Readers & MICR Machines
Cheque Drop Boxes across City
SARI/Energy Regional Distribution Utilities Partnership Executive Business Trip ● February 23-25, 2004 ● New Delhi, India
Win – Win Arrangement
Voluntary Advance Payment: “CRES”
`Convenience REturn Security’
11.5 % interest paid
SARI/Energy Regional Distribution Utilities Partnership Executive Business Trip ● February 23-25, 2004 ● New Delhi, India
So far CESC’s own “Conditions of Supply” prevail
U/S 50 of the Indian Electricity Act, 2003 the State Regulatory Commission is to specify the Electricity Supply Code .
“Approach Paper” prepared covering:
Recovery of Electricity Charges:Periodicity of Bills, Bill Particulars, Bill PaymentsRecovery of Arrears, Disputed/ Erroneous Bills etc
Disconnection/ Reconnection of Supply & Access to Consumer PremisesDisconnection for non-payment & tamperingReconnection of SupplyAccess to Consumer Premises etc.
Conditions of Supply/ Electricity Supply Code
SARI/Energy Regional Distribution Utilities Partnership Executive Business Trip ● February 23-25, 2004 ● New Delhi, India
CUSTOMER SERVICE
SARI/Energy Regional Distribution Utilities Partnership Executive Business Trip ● February 23-25, 2004 ● New Delhi, India
Customer Enquiries/ Complaints
LT Customers can call 24/7 Service Centers Call Center: “1912”
HT Consumers can call Control Room
Supply Related
Customers can
Visit Regional, District & Cash Offices
Talk over telephone
Interact through Web site
Billing/ Metering/ Payment Related
Contact details on Bills and through Media and Mailers
SARI/Energy Regional Distribution Utilities Partnership Executive Business Trip ● February 23-25, 2004 ● New Delhi, India
3- Tier Consumer Grievance Redress Forum
If consumers are not satisfied with redress of their complaints, they can approach the Forum.
TIER 1Senior Commercial Executives For Commercial matters – metering, billing, payments etc.District Engineer For Supply matters – new connections, extensions, interruptions etc.
TIER 2Managers/ Sr Managers of Regional Offces
TIER 3Chief Manager, Customer Relations
SARI/Energy Regional Distribution Utilities Partnership Executive Business Trip ● February 23-25, 2004 ● New Delhi, India
Section 57 of the Indian Electricity Act, 2003 requires performance standards to be framed by Regulator.
Two categories of Performance Standards suggested by WBERC:
Assured Standards - these must be met in each individual case, failing which the utility has to compensate the consumers.
New connections & load extensionsInterruption of supply – unplanned & plannedVoltage complaintsMeter problemsResponding to Billing & Payment queries & complaints
Overall Standards - these indicate the minimum level of service, which the consumers could expect from the utility. Data could bepublished for inter-utility comparison.
Performance Standards
SARI/Energy Regional Distribution Utilities Partnership Executive Business Trip ● February 23-25, 2004 ● New Delhi, India
Contact hours with customers extended by 30 minutes
Orientation and Training programs for staff
HT consumer visits
Accelerated Meter Exchange Programs
Only “Superior Quality” meters procured now
very low failure rate
more tamper-evident
Customer Perception Survey
Enhanced Customer Focus
SARI/Energy Regional Distribution Utilities Partnership Executive Business Trip ● February 23-25, 2004 ● New Delhi, India
Communicating with Customers – the harsh side
Banners
Railway Stations
Cinema Halls
Media – Press & Television
Mailers – regarding seals
Car Stickers
SARI/Energy Regional Distribution Utilities Partnership Executive Business Trip ● February 23-25, 2004 ● New Delhi, India
Communicating with Customers – the pleasant side
Banners
Mailers
Fairs
Puja Pandals
SARI/Energy Regional Distribution Utilities Partnership Executive Business Trip ● February 23-25, 2004 ● New Delhi, India
The new “mantra”
“ To be more efficient, reduce costs, become consumer responsive, or perish”
SARI/Energy Regional Distribution Utilities Partnership Executive Business Trip ● February 23-25, 2004 ● New Delhi, India
Thank You