Chhattisgarh State Power Distribution Co. Ltd. Chhattisgarh State Power Distribution Co. Ltd.
CHHATTISGARH STATE
POWER DISTRIBUTION CO.LTD.
_
Chhattisgarh State Power Distribution Company Ltd.
Chhattisgarh State Power Distribution Co. Ltd. Chhattisgarh State Power Distribution Company Ltd.
ABOUT CSPDCL
Parameter FY 14- 15
Area 135,194 Sq Kms
Population serviced in Network area
25.55 Million
Total LT consumers 43.6 Lacs
Total HT consumers 2398
Peak Load 3948 MW
Sale Of Units 17106 MU
Turnover INR 8296 Cr
Number of employees 10439
HT:LT Ratio (Length) 1 : 1.5
HT:LT Ratio Demand 60:40
CSPDCL came in existence on 01.01.2009.
Chhattisgarh State Power Distribution Co. Ltd. Chhattisgarh State Power Distribution Company Ltd.
OVERVIEW
EFFORTS IN BILLING & COLLECTION
EFFORTS IN NEW SERVICE CONNECTION
EFFORTS IN CONSUMER GRIEVANCE REDRESSAL
SAP-ERP PROJECT IMPLEMENTATION
Chhattisgarh State Power Distribution Co. Ltd.
BILLING EFFORTS
AMR covers all HT and >15 HP load LT consumers
75% revenue covered through AMR
AMR integrated with SAP Billing
Analysis of AMR data to detect malpractice/theft
Targeting 20 lakh consumers with spot billing in 15-16
Effort to link all the consumers with “Jan-dhan” account
and Aadhar card.
Chhattisgarh State Power Distribution Company Ltd.
Chhattisgarh State Power Distribution Co. Ltd.
BILLING EFFORTS – Reducing Theft
LT AB Cabling in theft prone area.
Shifting meters to visible location
Mass camp for new connection
Vigilance checking
AMR Cell to analyze temper events .
Chhattisgarh State Power Distribution Company Ltd.
Chhattisgarh State Power Distribution Co. Ltd.
COLLECTION EFFORTS
65 ATP machines
3562 out sourced pay points and CSC in rural areas
Online bill payment through bill-desk & Atom
RTGS/NEFT facility for all consumers
Linkage with airtel money, vodafone N paisa wallet
CSPDCL Mobile App for payment
63% LT revenue collected from above modes
82% HT revenue collected from above modes
Chhattisgarh State Power Distribution Company Ltd.
7 Chhattisgarh State Power Distribution Company Ltd.
S.N. Mode of payment No. of Transaction
Amount (in Cr)
1 ATP Machine 6,39,226 82.55
2 Net Payment 1,01,540 51.45
3 Common Service Centre 49,300 1.70
4 RTGS/NEFT 1,384 2.42
5 Paypoint 41,662 1.53
TOTAL 8,33,112 139.65
Energy Bill Collection through different Modes
Chhattisgarh State Power Distribution Co. Ltd.
COLLECTION EFFORTS
~100% collection of bills of Govt. connection including
local bodies like Nagar Nigam, Nagar Palika, Nagar
Panchatyat, etc.
Regular persuasion with defaulter through call centre
Political commitment for dues recovery
Annual release of govt. budget towards subsidy of BPL
and Agriculture Pumps.
Mechanism to settle dues at HoD level for inter company
bills.
Collection Efficiency 99.66% (2014-15)
Chhattisgarh State Power Distribution Company Ltd.
9
Simple three steps for On Line application
Applicant Registration.
Applicant Login
Application Submission
“ON LINE“ NSC applications for cases
a. With and without extension work
b. Load Enhanced /Reduction.
c. Name Transfer
d. Tariff Change.
Efforts for Release of New Service Connection
Chhattisgarh State Power Distribution Company Ltd.
Chhattisgarh State Power Distribution Co. Ltd.
Business process reengineered for New Service
Connection for easy application with less
documentation and early release.
Time reduced for release of New Connection (3
days up to 10kW load in Urban and 7 days up to 5
kW in Rural area).
‘Single phase New Connections’ being served after
depositing Rs 250/- only as SD in rural area.
On Line New Service Connection for entire State
Chhattisgarh State Power Distribution Company Ltd.
Chhattisgarh State Power Distribution Co. Ltd.
Fast NSC application processing with Online Feasibility
study, Estimate Preparation and associated Approvals.
Up-dation of status of application to applicant through
SMS and website.
Seamless integration of process with Billing, GIS (in
RAPDRP Town only), Network Analysis, Document
Management, Finance and Material Management
On Line New Service Connection for entire State
Chhattisgarh State Power Distribution Company Ltd.
Chhattisgarh State Power Distribution Company Ltd.
Customer Care Services to entire CG State
30 Channel PRI
IVRS facility
24 x 7 Operational
Multilingual (Hindi/ Chhattisgarhi/ English)
SMS to consumers on Registration/ Resolution of complaint
1912 allotted on CSPDCL initiative
Salient Features of Centralised Call Center
Chhattisgarh State Power Distribution Company Ltd.
Registration of Supply related Complaints
Registration of Commercial Complaints
Status of already registered complaints
Billing and Payment related Information
Information about CSPDCL Services
Assistance to consumer for using e-Seva
available on cspdcl website
24x7 Services offered by Centralised Call Center
Chhattisgarh State Power Distribution Company Ltd.
Supply related complaints registered at Centralized Call Center are automatically transferred to the concerned Fuse of Call Center as well as to Maintenance gang.
Commercial complaints registered at Centralized Call Centre are automatically transferred to the concerned Zone/DC office.
Functioning of Centralized Call Centre
Chhattisgarh State Power Distribution Company Ltd.
SMS of technical complaint to Maintenance Gang
Complaint Escalation Mechanism
Online MIS Reporting for all Cadres
Daily reporting to all concerned through e-Mail
Pending Complaint Status reporting through SMS
Salient Features of Centralised Call Center
Chhattisgarh State Power Distribution Company Ltd.
The consumers can register technical complaints from their mobile by sending SMS as follows
Type CSPDCL<space>FOC<space>BP No
Send SMS to 56161 or 9243150000
The consumers can also register their complaint through e-Mail at [email protected]. in
Modes of Complaint Registration
Benefits of Centralised Call Center to Consumers
Easy to register electricity complaints
Time Saving
24 x 7 Service
SMS services to consumers
Escalation Mechanism of complaints
Improved Customer satisfaction
Chhattisgarh State Power Distribution Company Ltd.
Chhattisgarh State Power Distribution Co. Ltd. Chhattisgarh State Power Distribution Company Ltd.
Web Self Service (WSS)
1. Online Consumer Registration – one time activity
2. Consumer can add multiple connections in ‘My profile’.
3. Consumers Consumption, Billing and Payment History of 24 months
available
4. Consumer can View, download 12 months bill and Pay bill on line.
5. Consumer can print Duplicate Receipt of his online payments for last 24
months
6. Consumer can calculate monthly consumption by selecting
‘Consumption Calculator’.
7. Online Technical/Commercial Complaint Registration and its status.
Chhattisgarh State Power Distribution Company Ltd.
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SMS Services :-
For intimation to Consumers about
Electricity Bill related information.
Bill Payment related information.
New Service connection applications registration, etc.
Planned Shutdown and Breakdown in RAPDRP Towns
Complaint Registration / Resolution (Commercial & Technical)
Intimation to employees
Login information to SAP user.
Technical complaints to Maintenance Gangs in R-APDRP towns.
Intimation to Suppliers/ Vendors on
Invoice Processing at different stages
RTGS/NEFT Payment.
Chhattisgarh State Power Distribution Company Ltd.
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E-Mail Services :-
Intimation to Consumer about:
Electricity Bill related information.
Status of New Service connection application
Complaint Registration / Resolution (Commercial & Technical)
Intimation to employees
Monthly salary slip .
Intimation to Suppliers/ Vendors on
Status of Invoice Processing
RTGS/NEFT Payment.
Chhattisgarh State Power Distribution Company Ltd.
Chhattisgarh State Power Distribution Co. Ltd. Chhattisgarh State Power Distribution Co. Ltd. 22
Centralized Data Centre- Raipur : Commissioned in 2004
Implemented ISMS
ISO 27001:2013 certified
DC, DRC and Call Center
Data Centre Area :1650 Sq ft
High End Servers :132 Nos
Consumer Data : 42.2 Lac
Disaster Recovery Centre-Bilaspur
Data Centre Area :1345 Sq ft
High End Servers : 63 Nos
Chhattisgarh State Power Distribution Co. Ltd. Chhattisgarh State Power Distribution Co. Ltd. 23
ISP 1 ISP 2
Primary MPLS
Cloud
Service
Provider A
Section Office Circle Office
SDO
Backup
Service
Provider B
Any Other
OfficeDivision
Office
LNS
MDASP
Connectivity
PDSN
Modem
SP POP
Active Link Backup Link ISP link 1 ISP link 2
Data CenterDR Center
15 Mbps
10 Mbps
4 M
bps
15 Mbps15 Mbps
15 Mbps
2 Mbps 2 M
bps
2 Mbps
2 Mbps
2 Mbps
2 Mbps
512
Kbp
s
512 Kbps
128 Kbps512 K
bps
512 Kbps
128
Kbp
s 128
Kbp
s
512 Kbps
128 Kbps
1st Utility having Network up to Distribution Centre
Network in CSPDCL Network in:- 298
Towns/ Villages;
410 WAN Circuits;
321 V-SATs;
850+ Offices.
PCs 5,000 approx.
2x60 Mbps
24 Chhattisgarh State Power Distribution Company Ltd.
Implementation of SAP-ERP started in Phased manner since 2005
First State Govt. Utility to Implement SAP- ERP
Implementation of ERP Project :-
25 Chhattisgarh State Power Distribution Company Ltd.
Centralized L.T. & H.T. Billing started in July 2005.
Materials Management (MM) started in Oct 2007
Financial Accounting started in January 2009
Human Resource and Pay-Roll started in June 2010
Enterprise Asset Management (EAM) started in 2013
E-Bidding (SRM) started in 2014
ESS, Purging/Archiving, HANA Implementation 2015
Implementation of ERP Project :-
Chhattisgarh State Power Distribution Company Ltd.
Thank You