1. North Delhi Power Limited
– a consumer centric organization
Presentation at Distribution India - II
19 - 20 April 2007
India Habitat Centre, New Delhi
NDPL Consulting
North Delhi Power Limited
2. Structure of Presentation
• NDPL Brief Profile
• Initial Challenges
• Initiatives Towards Consumer Affection
NDPL Consulting
North Delhi Power Limited
3. Geographic Description
NDPL
BSES
Yamuna
BSES NDMC
Rajdhani MES
NDPL Consulting
North Delhi Power Limited
4. NDPL Profile
Turnover (FY 2006-07) Rs. 2050 Cr (enhanced from Rs 1100 in FY 03)
Peak Load 1066 MW
Annual energy requirement (FY 2006-07) 5950 Mn. Units
Total registered consumers (0.743 Mn on T/o) 0.91 Mn. (Actual estimated 1 Mn.)
Number of employees 3700 (5600 in July 2002)
Area 510 Sq Kms
Population serviced in Network area (approx) 4.5 Mn.
Per Capita Consumption (Units) 1245 (National Average of 500,
Mumbai – close to 850)
Number of consumers per Sq.Kms 1784 (Only Registered)
Employees per `000 consumers 4.06
Employees per Mn. Unit input 0.62
Load / Energy Growth 07% / 05%
NDPL Consulting
North Delhi Power Limited
5. Initial Challenges in July 2002 – Power Supply
• NDPL inherited an old dilapidated Network, which was characterized
by the following attributes:
A weather dependent distribution system
Transformers’ failure w.r.t. installed capacity was as high as
11%
Reduced to insignificant level of 0.76% at present
40% share in total units shed in Delhi - absence of any
differentiated service delivery mechanism resulted in low Reliability
even for High end consumers (>500 kW).
NDPL’s share in the total units shed across Delhi reduced to less than 2%
at present (owing to significant improvement in system reliability)
No concept of consumer service & satisfaction in practice
NDPL Consulting
North Delhi Power Limited
6. Consumer Interfacing – a utility’s paradox
Front-end Back-end
Generator
UTILITY
Tx. Utility
Govt.
Consumer Trader
Regulator SLDC
Having come to terms with this stark reality, NDPL evolved ways of dealing with it and brought
consumer to the center stage of organizational ethos
NDPL Consulting
North Delhi Power Limited
7. Strategic Roadmap – Pillars for 2002-07
Strategy for 2002-07
AT&C Losses Consumer service & IT System Reliability to Establishing TATA
<25% Interface to be be comparable with Brand Image in terms
comparable with world good utilities in India. of TBEM standards
standards Parts of areas (BU & and a show case for all
Ideal Zones) stakeholders
comparable with best
in India.
1,00,000 No planned exp. 5400 erstwhile DVB staff
>50% backlog on infrastructure with cultural & attitudinal
complaints improvement issues
past 3yrs Wretched working
conditions
What NDPL had inherited
AT&C Losses No concept of Electricity Supply Large gap between
>50% consumer service & IT system on the verge of existing & TATA work
Interface collapse culture and standards
Strategic Level Focus on Consumer Service
NDPL Consulting
North Delhi Power Limited
8. Power Supply Improvement - Initiatives
• Subsequent to takeover, all key interventions undertaken were part of
an integrated comprehensive plan with the following key elements –
Run-Repair-Replace Options – CAPEX Plan prepared till FY08
Roadmap for Network Reliability & N-1 Redundancy (66 & 33 kV Network
is on N-1)
Automation & IT Roadmap in place (formulated in association with M/s
KEMA, USA)
Revamped Substations
NDPL Consulting
North Delhi Power Limited
9. Business Process Reengineering - Initiative
Consumers
CCG
Customer care letters
Call Center Center Website E ail Drop boxes
CMG MMG MRG RBG RCG RRG RDG
RAG
Policy Regulatory Bench Data Revenue Infrastructure User& System
Advocacy Compliance Marking Analysis Protection Support Administration
SAMBANDH – Integrated Commercial Package software- Industry First!!
Facilitates complaints management, each complaint assigned a specific no. and tracked till its logical conclusion.
NDPL Consulting
North Delhi Power Limited
10. Consumer Feedback –AC Nielsen Survey
If you cannot measure it,
You cannot improve it…
FACTORS IMPORTANCE WEIGHTED PERFORMANCE (%)
Electricity Situation 87 70 15 15
Fault Repair System 73 65 25 10
Billing / Bill Payment Facilities 63 60 35 5
Theft Safety Harassment 58 61 21 18
Communication 49 55 35 10
Top 2 Box Middle Box Bottom 2 Box
Importance of the factor to the Consumer. Satisfaction scores obtained on each of the
Max-100 Min -1 parameters
Basis of NDPL’s process improvements
for Illustration purpose only.
NDPL Consulting
North Delhi Power Limited
11. Consumer Segmentation – differentiated service delivery
Strategic Segments
(Consumer Needs/ Tactical Segments
• Need Analysis of varied consumer Strategic Criterion)
Xpresss
categories carried out through a Revenue Margin (≥ 500 kW)
detailed in-house and external above Cost of
KCG (100≤kW<500)
Service
survey (Reliability & HRB (15≤kW<100)
Services,
Relationship Places for Public
Management) Congregation*
Essential Services*
• Consumer Segmentation evolved
Institutional & HRB / HCB
to ensure - differentiated delivery of Government
Places for Public
services as per the specific needs of Establishments
(Proper Metering &
Congregation*
each segment and strategic Billing, Enhanced
Essential Services*
Follow-up)
importance.
Influencers & HRB / HCB
Opinion Makers (<15 kW)
Communication/
Service offerings aligned as per consumer Revenue Franchisee/ Single
Assurance Point Delivery
segmentation
* to be rolled out in Phase II
NDPL Consulting
North Delhi Power Limited
12. Consumer Feedback - IMRB Quarterly Survey
75.50 76.50
75.00
70.25
63.00
NDPL HCB HRB KCG Xpresss
Segment wise Consumer Satisfaction Indices
for Illustration purpose only.
NDPL Consulting
North Delhi Power Limited
13. New Connections - Home Delivery
• Field Service Executive (FSE)
visits the consumers’ premises
and completes all formalities for
new connections.
New Connection at Door step
• Meter Installation through VAN Model –
initiative towards enhanced output, each
Van installs about 7-8 meters per day.
Meter Installation Van
Initiatives towards expediting energization period of new connections
NDPL Consulting
North Delhi Power Limited
14. Average Energization period of New connections
70
60 58.3
50 51.8
40 41.68
days
36.5 33.9
30
26.4
20
14.8 13.9
10 9.5 9
0
2002-03 2003-04 2004-05 2005-06 2006-07
from date of application from date of payment
Attribute changes done within 48 hours
NDPL Consulting
North Delhi Power Limited
15. Meter Reading – consumer focused redefined Approaches
• Performance based contracts with Meter
Reading agencies – provisions for incentives
and penalties built into the contract.
to ensure that consumer does not suffer on
account of negligence of meter reader.
• Pre paid Metering launched – enables
consumers to track and monitor their
consumption.
in absence of any incentive, not getting the
required impetus that it needs.
Pre paid meter
NDPL Consulting
North Delhi Power Limited
16. Consumer Convenience – ushering in an era of
transparency & accessibility
• SUGAM – Billing database of 100% of
consumers on website – first time in India,
institutionalized transparency from the very
beginning. SUGAM enables consumers to:
View Bill
View Consumption Graph
Print Duplicate Bill. Screen shot from SUGAM
• State of the Art Consumer
Care Centers - fully networked
at all 12 Districts across NDPL
for quick resolution of
consumer issues
Consumer Care Center
End to long queues at the consumer care centers
NDPL Consulting
North Delhi Power Limited
17. Call Centers – Efficient resolution of complaints
• No Supply Complaints (24*7) - Ph. 66404040
• Street Light related complaints - Ph. 66404444
• Bill & Meter Related Complaints - Ph No. 66111912
NDPL Consulting
North Delhi Power Limited
18. Reaching out to consumers..
K.R. Kalra
32B Rohini
Call Received at SMS Sent to concerned
No Current
Call Centre crew
15mins
Complaint attended &
Call Centre informed
Consumer informed &
Call closed
SMS based Fault Management System -
significantly improved the fault Restoration time
NDPL Consulting
North Delhi Power Limited
19. Payment Avenues – Consumer convenience
• Payment avenues increased from 20 at
the time of takeover to 1100+ now.
• State of the art Collection centers
instituted with all civic amenities and
open on all days.
• Consumer comfort redefined with
Automatic state of the art Cash/Cheque
Collection machines
• Association with Banks (UTI, Citibank) and
other Private Agencies (Easy Bill)
Receipts given even for payments made through credit cards also
NDPL Consulting
North Delhi Power Limited
20. Payment Avenues – Consumer convenience
• Payment of Energy Bills through
website also – by credit cards –
website certified as secure by
‘Verisign’.
• ECS Payment Options
• NDPL Cheque/Cash Collection Van
• Drop Boxes
NDPL Consulting
North Delhi Power Limited
21. Communication – Not kept in dark
"Sanchaar" - has been launched to give advance
information about Planned Power Shutdowns /
Load Shedding or Breakdown to consumers
living in NDPL area in addition to the present
mediums viz. Radio & Print Medium. Regular
advertising on Newspapers & Cable TV
Advance Intimation to consumers -
load shedding schedule in event of Grid Shortages
NDPL Consulting
North Delhi Power Limited
22. Consumer Relationship - Segment wise approaches
• Structured Approach to
Consumer Relationship –
CROs, Client A/c Managers,
Eminent Citizens, RWA &
IWA Interactions
RWA meetings in progress
• Consumer Accreditation Cell: constituted with
the mandate to analyze major polices, facilities and
services from the consumers’ perspective.
• Public Hearing Forums- Addressing consumer
concerns through apex committees
‘Meet the Public Representative ‘ scheme launched
NDPL Consulting
North Delhi Power Limited
23. Consumer Feedback…
• Feedback forms in Consumer Care
Center
• Outbound Calls through call center
NDPL Consulting
North Delhi Power Limited
24. Of course, Feedback…cont
• Feedback through RWA/IWA’s meet
in all the districts monthly basis.
• Feedback through website
• Personal Feedback from consumer
NDPL Consulting
North Delhi Power Limited
25. Value Added Services
• 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 Consulting
North Delhi Power Limited
26. Energy Conservation Initiatives
• Energy Saving – CFL - Launched the
Scheme for Energy Conservation in
association with M/s Phillips
• Energy Saving TIPS to Consumer
NDPL Consulting
North Delhi Power Limited
27. Energy Conservation Initiatives – Community involvement
Energy Club – Launch of III Phase
50,000 students have been sensitized till date
– partnership with 50 schools at present –
1,25,000 students would be sensitized in 3rd
phase
NDPL Consulting
North Delhi Power Limited
29. Performance Assurance
Performance Guaranteed!
For Services such as
• New Connections
• Metering & Billing Complaint Resolution
• Attribute Changes among others
Commitment to provide within timelines or
else pays penalty
Another First by NDPL in its Mission to Ensure Excellence in Consumer Service
NDPL Consulting
North Delhi Power Limited
30. Awards & Recognitions.. to name a few
• NDPL has been conferred with the
National Award for Meritorious
Performance for two consecutive
years 2004-2005 & 2005-2006.
Hon’ble PM presenting the award
• 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.
Mr Ratan Tata presenting the award
NDPL Consulting
North Delhi Power Limited
31. Awards & Recognitions.. to name a few
CIO AWARD
Public Lok Adalat Award FOR BEST BILLING
for the highest settlements SYSTEM
Intelligent
Transparency Enterprise Award
in Billing System For IT initiatives
Award for
AESIEAP CEO’s Award Corporate Social
for Business Excellence Responsibility
NDPL Consulting
North Delhi Power Limited
32. Leveraging our Knowledge base..
• NDPL has undertaken the following Prestigious consultancy projects:
Setting up of a Call Center & Consumer Care Center for Paschimanchal Vidyut
Vitaran Nigam Ltd (PVVNL in association with M/s CMC Ltd.
Restructuring of Transmission & Distribution sector of Mauritius in association
with M/s TCS Ltd.
Setting up of CENPEID under DRUM program in association with USAID.
Capacity building program in Nigeria for effective management of a distribution
company.
SARI-E programs in Bhutan, Nepal, Bangladesh
• NDPL is in the process of taking up consultancy projects in leading utilities
based on the following core areas:
Network & Reliability Improvement
AT&C Loss Mitigation
Energy Audit & Accounting
Consumer Care initiatives
NDPL Consulting
North Delhi Power Limited
33. Thank You
Contact Us
Priank Mathur
priank.mathur@ndpl.com
+91 9971392909, +91 11 66112413
NDPL Consulting
North Delhi Power Limited
