3. Best In Class Companies Generation Ontario Power Generation National Thermal Power Corporation Transmission Power Grid Corporation Distribution Baltimore Gas and Electric Company Torrent Power
4. 4 An Organization in the IndustryNorth Delhi Power Limited NDPL is a Joint Venture between Tata and Govt. of NCT as a result of the privatization of electricity distribution in Delhi. Tata Power Company Ltd. – 49 %, Tata Sons – 2 %, GoNCTD – 49 % Distributing power to 510 Sq. Kms. area of Delhi since July’2002 Covers a population of 4.5 Million and 9,10,000 consumer base Having a Annual Load Growth of 7-10%
6. Vision & Mission for IT Vision: To make NDPL’s IT environment a benchmark in Power Distribution Business that accelerates business innovation and empowers users to exceed customer expectations Mission: Implement Integrated, Best in class, Secured systems in all functions of NDPL Facilitate Sharing and Spreading of knowledge by using IT offerings Enable statutory compliant systems and processes Provide IT enabled environment to encourage learning, innovation and collaboration Adapt environment friendly IT Infrastructure Evaluate Technology and adapt them to keep systems current with business needs and directions 6
32. Facility ManagementPayment through Web site (SUGAM) VeriSign Ver 3.0 certified Audit of major applications, servers & network through external agencies Continuous improvement in security features.
42. 13 Key issues - Technology & IT Source : Government of India I T Task Force Report Legend Level of adoption 1 - Absent 2 - Initial Stage 3 - Intermediate stage 4 - Advanced 5 - Very advanced
47. Consumer complaints and grievances are logged through in-house developed CRM software (part of SAMBANDH) available at all locations and transactions are routed thru automated workflow based service handling procedure
58. Service Forms Available on Web-site (SUGAM)Automated & Timely Service handling through CRM of SAMBANDH SMS enabled Trouble Call Management System (SANCHAR) IVRS 17
59. Conforming to Expectations Internal Customers SAKSHATSingle window for complete consumer information comprising of Connection details Meter details Meter readings Billing – Regular, installment Payments – Energy, Non-Energy, Theft Journal Entries SARANSH for facilitating printing of consumer friendly ledger Centralized data repository by merging 12 application databases and web based interface for 130 plus ready reports & 1000 plus possibilities Customized Dash boards Drill down facility in reports for exhaustive analysis Online help with search facility 18