Quality Model by Riffat Ali

1. Quality Model for Distribution Companies By SYED RIFFAT ALI RIZVI MSEE, MAS Dy. General Manager The Karachi Electric Supply Company Ltd

2. 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

5. Quality Model for Distribution Companies (i) Continuity of supply. (ii) Commercial relationship. (iii) Voltage Quality.

6. (i) Continuity of supply. (a) Planned and Un-planned interruptions (b) Duration of interruption (c) Number of interruption

7. (ii) Commercial Quality a) Tariff Issues b) Metering & Billing c) Service Connection d) Information flow

8. 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.

9. 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.

10. 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.

11. 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.

12. (iii) Voltage Quality a) Frequency Variation b) Voltage Fluctuation c) Harmonics

13. Frequency Variation + 1% Variation in 50 HZ is allowed

14. Voltage Fluctuation Utility shall supply power to at least 95 % of its consumer with in range of + 5 % of nominal voltage.

15. Harmonics IEEE standard 519 - 1992

16. SCENARIO IN PAKISTAN

18. 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

23. Thank You