Develop – Deliver – Delight

1. Technology Showcase
Our Promise to every Customer…
Develop – Deliver – Delight

2. Outline
2
• Initial Challenges – 2002
• Stakeholders’ & their Expectations
• Reforms Strategy
• Operations Digitisation
• Business Process Digitisation
• Customer Services Digitisation
• Way Forward

3. Initial Challenges – 2002
3
Regular Power Cuts, Black Outs & Brown Outs
20,000 applications pending for New Connections
- even Attribute change (Name, Load etc.) requests were
pending for years
1,00,000 Billing Complaints
- 15% of the customer base complaints pending in files
Erroneous Customer Database
– 50% of customers had some form of an error
Absence of Customer Relationship approaches
– virtually no emphasis on customer comfort
No Digitization
- Limited Computerization / Absence of CRM for tracking and
monitoring of Customer Complaints
Nothing moved unless long hours were spent standing in queues

4. Stakeholders & their Expectations
4
Regulator
(DERC)
• Operational Excellence
• Consumer Satisfaction
• Affordable Tariffs
• Sectoral Subsidy Elimination
• Ethical, Safe and Environmental Friendly
Practices
Consumers
• 24X7 Supply
• Affordable Tariffs
• Ethical, Safe and Environmental Friendly
Practices
• Error Free and Timely Services
• Proactive Communication
Community
Business
Associates
• Support to local communities
• Ethical, Safe and Environmental Friendly
Practices
• Ethical and Safe Practices
• Timely Payment
• Proactive Communication
• Long Term Association
Requirement of Enhanced Consumer Satisfaction while
following Ethical, Safe and Environmental friendly operations

5. A new dawn on 1st July 2002…
Birth of North Delhi Power Limited, now known as
Tata Power Delhi Distribution Limited…

6. Right from the the first ray…

7. Taking new challenges “head on”...

8. Unflinching Reforms ….Despite Public Resistance

9. 9
Improving Reliability and Quality of Power - Network / System Revamping
-Run-Repair-Replace Options – CAPEX Plan Preparation
- Roadmap for Network Reliability & N-1 Redundancy
State of Art IT Interface for enhanced Consumer Services and Revenue
Protection - Automation & IT Roadmap
Understanding Customer Needs and Requirements
- Customer Satisfaction Survey
- Participation of Society / Meetings with Stakeholders
Commercial Process Reengineering – an industry first!
- 9 Module RCM -
Consumer Segmentation
Performance Measurement and Management -
Peer Competition through Monthly Score Cards
- Roles & Responsibilities through specific JDs & KRAs of individuals
Establish TATA Brand Image
- Govern in the psyche of the Employees by Developing a Sense of Assurance
- Social Audit and Corporate Sustainability
Reforms Strategy
Focus on leveraging technology for effecting disruptive change in Customer Experience

10. Technology Roadmap
10
2002-04
- All grid substation Panels
and relays old and non
communicable
- All grid substations
manned .No data at Load
dispatch center
2005-07
- Sub Station Automation
- Fibre Communication
Infrastructure
- Geographical Information
System
2007-09
- SCADA & BCC for Disaster
Management
- Integration of GIS –DMS
- Integration of SAP ERP for Work
management
2009-12
- DMS & DA
- SAP ISU
Integration
- OMS
- ISO 27001
Certification
2013-17
- Advance DMS
application
- Integration with AMI
- Automated Demand
Response
- Field force Automation

11. Network Revamping
11
Then

12. Network Revamping
12
Now

13. Operations Digitisation – Grid Substation Automation
13
Then
Manual Communication during Outages
Longer Power Cuts

14. Operations Digitisation – Grid Substation Automation
14
No
w
Central Command Centre

15. Operations Digitisation – Grid Substation Automation
15
No
w
Fully Automated
Unmanned Grids
Remote Monitoring & Control
24x7 Power Supply
Sixty Seven (67) 66/11 KV & 33/11 KV Unmanned Automated
Grid Substations catering to TPDDL Peak Demand of 1700 MW

16. Operations Digitisation – Grid Substation Automation
16
RG-3 SUB Ring 1
STM 4Σ2
2
2 2
2
2
Σ
Σ
RG-5
PUSA ROAD
RANIBAGHGRID
Saraswati garden
NARAYANA PH-I
CORE RING
STM 16
FIBER RING - TPDDL
RANIBAGHCCC
NEW ROHTAK ROAD
Σ
Σ
Σ
Σ
Σ
Σ
Σ Σ
Σ
Σ
Σ Σ
Σ
Σ
Σ
Σ
Σ
Σ
Σ
Σ
Σ
Σ
Σ
2
Σ
Σ
2
Σ
Σ
Σ
Σ
Σ
WZP-II
INDER VIHAR
AZAD PUR
WAZIRABAD
CIVILLINES
SARASWATI GARDEN
PANDU NAGAR
VSNL
S PARK
KESHAV PURAM
DO
ROHTAK ROAD
RAM PURA
TRI NAGAR
ASHOK VIHARH
BLOCK CCC
GULABI BAGH SHEHJADA BAGH
SHAKTI NAGAR DO
GTK Grid
SHALIMAR BAGH
PITAM PURA DO
PP III
PP II
MGP-II
INDER PURI
HUDSON LINES
WZP-I
ASHOK VIHARGRID
MGP-1
Σ2
RG-IVRG-22
RG-23
BAWANA GRID-6
POOTH
KHURD GRID
BAWANA WATER
WORKS and
Bawana DO
DSIDC A7, NARELA
DSIDC1 NARELA
RG-1
PP-1
HDR’PUR
SGTN
JAHANGIR PURI
AIR KHAMPUR
BADLI
RG-6
RG-II
Fiber Sub Ring
Fiber Main Ring
Σ Grids
2 Enterprise DATA
Σ2 Enterprise and Grid
VSNL VSNL Gateway
for internet
RAMA ROAD
Σ
Σ2
Σ2
Σ2
Σ2
Σ2
2
NARELA DO
DSIDC2 NARELA
SUB Ring 3
STM 4
SUB Ring 2
STM 4
SUB Ring 4
STM 4
SUB Ring 5
STM 4
Entire TPDDL network over Six Rings covering all grids to serve
system operations and other applications
No
w

17. Business Process Digitisation
17
Then
Manual Processes Erroneous Bills
Pending New
Connections
Tedious Processes with complex documentation and accounting

18. Business Process Digitisation
18
Now
Integrated GIS-SAP-SCADA-DMS-OMS
GIS
Survey
Digitization
Redlining
SAP-PMDesign
Manager
Asset
Management
SCADA
OperationsManagement
DMS
OMS
Vehicle Tracking
Field Automation
Consumer Indexing Consumer
Management
SAP-ISU
All Customer interactions and processes automated for providing Best-in-
Class services

19. Business Process Digitisation
19
Now
All Customer interactions and processes automated for providing Best-in-
Class services
Instant Service at DoorstepIntegrated Web Services for Desktops & Handheld Devices

20. Customer Service Digitisation
20
Then
Long Queues Frequent
Manhandling
Unhappy Customers

21. Customer Service Digitisation
21
Now
State-of-the-Art Integrated
Customer Care Centres
Integrated Outage Management System

22. Customer Service Digitisation
22
Now
Integrated GIS-OMS-SCADA-CRM
OMS
Information
of an
Outage
SCADAGIS
Details of the
customer &
Customer Count
SAP - CRM
Details like repair history,
Crew comments, ETR also
visible at SAP-CRM
Outage status updated on
TPDDL website with estimated
time of restoration
Interactive Voice
Response(IVR) system

23. Turnaround Snapshot
23
Parameter Unit Jul 02 Mar 15 % change
Operational Performance
AT&C Losses % 53.1 9.87 81%
System Reliability – ASAI -Availability Index % 70 99.96 43%
Transformer Failure Rate % 11 0.77 95%
Peak Load MW 930 1704 83%
Length of Network Ckt. Km 6750 13006 93%
Street Light Functionality % 40 99.57 149%
Consumer Related Performance
New Connection Energization Time Days 51.8 4.6 91%
Meter Replacement Time Days 25 3 88%
Provisional Billing % 15 2 87%
Defective Bills % 6 0.12 98%
Bill Complaint Resolution Days 45 6 87%
Mean Time to Repair Faults Hours 11 1.34 88%
Call Center Performance - Service Level % - 91
Payment Collection Avenues Nos. 20 6725 33525%
Consumer Satisfaction Index % - 84

24. 24

25. Way Forward – Changing Customer Expectations
25
Ever increasing dependency on electricity & technology!
Customers
Expect Instant
Gratification
Shift towards
value based
buying
Greening of the
Consumer
Customer
Empowerment
Desire for Self
Service

26. Emerging Mega Trends
26
Big Data getting bigger! Cloud computing getting personal!
Wearing your own device becoming a
hygiene!

27. Emerging Mega Trends
27
Intelligent Electronic agents! Mobile Applications galore!
Smart Homes! Smart Cars! Smart Appliances!

28. Way Forward – Smart Grid Technologies
28
Getting Future Ready for effecting another Orbit Shift!

29. Future Technologies @ TPDDL
29
Grid Connected Solar Rooftop PV Electronic Vehicle Charging
Mobile based Home Automation

30. Thank You