IT Applications in Power Sector for

Customer Satisfaction

About TPDDLParameter FY ‘13

Turnover INR 5644 Cr

Peak Load 1573 MW

Annual energy requirement 7762 MUs

Total registered consumers 13.35 Lacs

Number of employees 3612

Area 510 Sq Kms

Population serviced in Network area (approx)

6 Million

Number of consumers per Sq.Km

2618

Joint Venture of Tata Power Company and Govt. of NCT of

Delhi (51: 49)

Licensed for distribution of power in North and North West Delhi

Certifications : ISO 9001, 14001, 27001 ; SA 8000 ; OHSAS 18001UN Global Compact Reporting

Initial Challenges

3

• Computer illiteracy – Average age 45+

• No IT Infrastructure - No e-mail system;Manual MIS

• No systematic supervision & tracking

• Grossly inadequate Billing & CollectionSystems with extensive Revenue Leakages

• Agonized Consumers – long queues

• Huge pendency of New Connections &

Billing Complaints

• Incorrect & incomplete consumer records

• Customer Care as per the whims &

fancies of the untrained manpower

IT Scenario…

4

• Implementation of Software Applications

• Consumer Processes & Statutory Compliance

– SAP ISU Billing System, AMR

– SAP CRM, BCM, Connection, Meter & Record

Management System

– Website & UCES

– Payment Gateway, ATCM, e-SLA

• Business Processes

– SAP ERP (FICO, HCM, PM, PS & MM)

– SAP GRC – Access Control

– Reporting Tool – SAP BW, SAP BO

• Suppliers Processes

– Invoice Tracking System, Website – Just in Time, Tenders

– SAP SRM (Live Auction Cockpit)

Today’s Scenario

4

5

• Implementation of Software Applications

• Employees Processes

– KM Portal - SANCHAY, oPEDIA

– SAP-ESS, PMS, Reimbursement, Taxi Management

– SARTHI CRM (IT, HR, Fin, Admn.)

– Ethics Portal

– Dispensary Management System

• Safety , Security & Audits

– SURAKSHA – Safety Incidents

– Sampatti (Gatepass) & ID Card system

– Audit Application- IMS,ISMS, 5S & Safety

Integration between SAP, SCADA, GIS, OMS & other in

house applications

Today’s Scenario

5

COMMUNICATION NETWORK

OFFICES

TRANSCO

Grid Stations

Sub Transmission

Grid Stations

Distribution

Stations

CUSTOMERS

SCADA/ DMS/DA

SAP-ISU

(CRM/BILLING)

SAP

(PM/PS/MM/HR/FICO)

GIS

Call Centre

OMS

Adoption of Technology

8/11/2014 6

AMR/PG/SPT BILL

WEB

PRIMARY

DATA

CENTER

SECONDARY

DATA

CENTER

ISO 9001 & ISO 27001 certified

Asset & Network Mapping and its Integration with

GIS & ERP

7

GIS

Connector

Acceptance of Created

assets with GIS id in

SAP

Generation of SAP id in

SAP ( PM Module)

Mapping in

GIS (e.g.

Transformer,

CB, RMU etc)

and

Generation of

Unique GIS ID

for each

assets

As-Built of

Assets by

Project/Zonal

team through

notification

Mapping of GIS

– SAP- FAR ID

in GIS

GIS ERP/SAP

Generation of FAR ID

in SAP ( FI Module)

Energy Audit Process in SAP(ISU)

New Consumer- indexing

DT Meter

Consumer Meter

Staging Area GIS-SAP-ISU

Network Changes (DT change, LT Feeder Change)+

GIS

Energy Audit through GIS-SAP integration

Revamping the Business Process

9

CMG RRG RDGMRG RBG RCGMMG

RAG

Policy Regulatory Bench Data Revenue Infrastructure User& System

Advocacy Compliance Marking Analysis Protection Support Administration

Consumers

Call CenterCustomer

care Center Website E

mail

lettersDrop

boxes

CCG

Business Process

Reengineering of RCM to

ensure

• Better Efficiency

• Better Control

• Speedy Improvement in

Processes

• Uniformity in policies,

processes and people

dealing with

• Information Technology

used effectively to

integrate the processes

Current SAP Solutions & It’s Interfaces with

IT/OT Applications

Reporting Solution(From Heterogeneous DB Source)

BW Business Ware House

BO Dashboards, Crystal Report

Other IT InterfacesAMR, MDM

Spot Billing , HDD

IVRS

Payment Gateway, ATCM

Pre Paid Server

SMS & Mail Server

Lab Testing M/c

Website

SBI

SAP Enterprise Solutions

PM Maintenance Actives

PS Project/CAPEX Actives/Schemes

MM Procurement/Inventory/MRP

HCM Personal, Payroll

FICO GL, Budget, Payments

SD Sales-Non-Energy

CS Customer Service

DM Device Management & Reading

BI Consumer Billing

FICA Consumer Payments

CRM Customer Relationship Management

BCM Call Centre solution

SRM Reverse Auction

UCES Online service to consumer

ESSReimbursement, Salary Slip, Leave Request ,Form 16

GRC Governance Risk Control(AC)

ESB (PI)

Operational Technologies

GIS Geographical Information System

OMS Outage Management System

SCADASupervisory Control and Data Acquisition : Provides Live Operation Data

DMS/DADistribution Management System for 11 KV Network/Distribution Automation

10Industry Standard Utilities – Customer Care and Service, Enables complete

revenue management cycle – No manual paper movement

Customer Relationship Management

(CRM)

118/11/2014

Meter Reading

8/11/2014 12

• Low end consumers through

Hand held devices

• High end (Load > 10 KW)

through Automatic Meter

Reading (AMR)

• Spot Billing for Special

Consumer Group (SCG)

focusing on JJ cluster

consumers

Benefits:• Improved billing

• Improved security and tamper

detection for meters and related

equipment

• Effective energy management

through profile data graphs

• Accurate meter reading, thus

improved Energy Auditing

13

Revenue Billing

• Computerized online energy billing system for 100% consumers including short term temporary and Weekly Bazzar

• Bill Quality Check & Reading Quality Check before delivery resulting in to timely and accurate bills delivery to consumers

• Enforcement & Assessment Billing

• Legal Module for disputed cases tracking

• Integration with Automatic Meter Reading software

• Inbuilt workflows for consumer request handling

• Inbuilt escalation mechanisms

• Electrification management module

14

Collection Efficiencies – Revenue Recovery & Discipline

• Dedicated Satellite Back Officeconstituted for arrear collection and tracking of defaulters

• Colored Bills to differentiate regular paying consumers and defaulters.

• Attachments along with bills Disconnections Notices, Consumer Information Sheet, Earth Leakage Letter, Load Violation Letter, Load reduction Letter, SAMPARK News letter

• Revenue Discipline Efficient monitoring of legal cases and

theft cases through inbuilt trackingand interlinking with other modules

Payment Collection Channels

• Web site – credit/debit card, cash card, net banking, etc.

• ATPMs for self service payment methods

• Drop Boxes

• Cash counters

• Cash collection through mobile vans

• Delhi Govt. JeevanCounters

• Payment through Mobile Valet

• ECS clearance, RTGS, etc.

• Payment through IVRS

15

All Time Collection Module

16

• Works both in Off-line and On-line mode simultaneously

• Seamlessly Integration with Payment Gateway

• Bar Code based data collection and provision to generate receipts on thermal /slip printers

• Robust Security Features at each Level

• Provision to accept multiple type of bills, installments, demand note etc.

• Software has unique provisions like Pre-Paid Coupon Generation, Receipt Cancellation

• Provision to capture Cashier behavior

• Faster response time and User friendly

• A single window for receiving payments through various channels & posting them into the billing system

• TPDDL Cash Counters• Website• Any Time Payment Machine• Drop Boxes, Jeevan etc

• Plug and play model• Rigid Security features - payments

accepted through registered PC / ATPM / Counters only

• Generate comprehensive reports for top management review

• Auto-reconciliation, Verification & validation of payments

• All payment related validations / modifications at a single place

Payment Gateway

18

SMS Alerts to Consumer on following events

SMS

SERVER

SANDESH

• Payment receipt through Cheque

• New Bill generation

• Disconnection order is issued against the consumer

• Cheque gets bounced

• New connection/attribute change demand note is prepared

• Consumer could pull the bill related information by sending

SMS to TPDDL

Consumer Touch Points• Single Call Center for No Power,

Commercial, Street Light & Safety related complaints / requests

• Interactive Voice Recording System• Web site• E-mail• Consumer Care Centre’s

- Central window interface in all districts for

handling new connection & attribute

change requests & billing complaints.

Consumer requests / complaints /

grievances are logged through SAP ISU

– CRM, a workflow based service

handling procedure

- Fully networked with availability of total

consumer records thru online databases

for improved consumer care

- E-Kiosk 19

Loss Reduction Identification & Processing of Theft cases

• Load survey data analysis and events recorded in meter by AMR Group.

• Suspected Tampered meter cases reported by Meter Readers.

• Identification of Tampering by Meter Management Group during Meter Changes.

• Specific theft complaints reported by public.

• Random inspections by Enforcement Team & Surprise Mass raids

• Meter seizure, replacement by new meter and Testing of seized meter in third party Lab

• Notice to consumer and Issue of final order

• Submission of Theft Bill to consumer and disconnection in case of default in bill payments

• Free consultation and Medicines to the paying slumconsumer.

• Promoting Pay & win scheme

• Appointing local Pradhan’s / Leaders as franchisee.

• Electrician Training Program

Loss Reduction through CSR

228/11/2014

TPDDL Website(Available on Desktop & Mobile Devices)

• Power Outage Status

• Request / Compliant Registration & tracking

• Duplicate bill, Consumption / demand / payment History

• Energy Bill & Demand Note Payment

• Load Survey & TOD Data for High end consumers

23

Improved Business Results

23

Description 2002 Mar-14

AT&C >53% 10.5%

Meter Installation in New

Connections 20 Days < 7 Days

Provisional Billing 25.40% 1.85%

Billing Efficiency 53.70% 90%

Collection Efficiency 97.20% 99.8%

Collection Touch Points 23 Nos 5087 Nos

Consumer Care Centres

/ Call Centres None 24X7

Customer Satisfaction

Index None 88

24

Thank you

Asset

Management

GIS

Redlining Survey

Digitization

SAP-PM

Vehicle Tracking

Design

Manager

Enterprise GIS

Consumer Indexing

Co

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ag

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Op

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tion

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SCADA

DMS

OMS

Field Automation

SAP-ISU

268/11/2014

Dash Boards – MIS Reports

Centralized data repository by merging various application databases and web based interface for• 130 plus ready reports & 1000 plus

possibilities

• Customized Dash boards

• Drop down facility in reports for

exhaustive analysis

278/11/2014

Dash Boards – MIS Reports