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b33 Mics(Ndpl)[1]

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    By:-

    Shantanu Khare

    Swati Rawat

    R2

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    About NDPLNorth Delhi Power Limited is a joint venture

    between Tata Power Limited and the

    Government of National Capital TerritoryThe JV gave NDPL jurisdiction of over 520

    square kilometers and 0.9 million consumers.

    NDPL was the fruitition of the governmentsdecision to privatize the distribution of power

    in the north Delhi region.

    Empowered Change

    NDPL

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    Fall of Delhi Vidyut Board (DVB)

    Brimming with gross malpractices and irregularities.

    Employees ensured records were not kept since these

    would make some of them vulnerable. Sardana also

    recalls how people thought IT was an infringement oftheir freedom - the freedom to allow middlemen and

    brokers to provide connections on behalf of the

    department and receive kickbacks.

    The DVB didnt have a single good example of

    benchmarking against other agencies.

    Empowered Change

    NDPL

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    Problems

    Sections of the DVB ran off just two desktops,

    which made processes largely manual

    Manual systems also opened the DVB to

    corruption, which made buying a power

    connection a punishment

    The absence of IT systems meant there werent

    any controls

    Empowered Change

    NDPL

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    The problem had become so acute that the

    NDPL couldn't find an error-free and tamper-

    proof billing software that would plug the

    existing malpractices. "The average error rate

    in billing in most developed nations is three-

    to-four percent. When we took over from

    DVB, it was over 30 percent - all because of alack of a proper IT infrastructure

    Empowered Change

    NDPL

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    New Beginning of NDPL

    An ERP system.:-

    engaged TCS who gave a product called

    Energize. It fulfilled the basic requirements

    in relation to purchase, store management,

    inventory and human resources

    The new ERP moved the company from

    a two-desktop set-up to a structure where

    no employee could work without a PC and

    every document was digital and traceableEmpowered Change

    NDPL

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    The second task facing the NDPL was to

    provide accurate billing to 9.1 lakh customers

    The NDPL developed its own software

    and implemented it across all 150 points of

    presence in its jurisdiction. All points were

    networked by a fiber optic network, leasedlines or wireless connectivity

    Empowered Change

    NDPL

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    Minimizing Losses by NDPL

    A large part of NDPLs losses came out of

    billing errors.

    Billing errors are now down to two percent;

    the international norm is three percent

    Making correct and timely bills was enabled

    by IT. And IT also helped to distribute new

    connections

    Empowered Change

    NDPL

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    Effects

    NDPL shares data transparently with close to a

    million subscribers, where billing is

    concerned. It also offers its billing software to

    other power distribution companies around the

    world that face similar problems

    Increasing efficiency in the exchange of

    information between consumers and NDPL

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    ROLE of IT

    IT helped NDPL get information to its

    consumers and receive complaints using 22

    networked customer care centers which are

    operational 24/7

    Consumer response is essential. IT has played

    a tremendous role in enhancing consumer

    experience

    Empowered Change

    NDPL

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    With the help of IT, consumers can now

    calculate their power consumption every

    month based on usage, which leads to energy-

    saving and safety tipsall Web-enabled

    IT has directly impacted revenues in other

    ways. It has enabled the organization to set up

    Automatic Meter Reading (AMR) at remote

    locations for its high-volume users

    Empowered Change

    NDPL

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    The NDPL also tied up with CitiBank,

    ICICI, HDFC and other payment gateways

    to make it easier for consumers to pay theirbills

    Empowered Change

    NDPL

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    NDPL

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    It also helped create a

    proud workforce. It brought satisfaction

    among employees, and a satisfied personat work is a better person at home

    Empowered Change

    NDPL

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    Conclusion

    Sardana now wants IT to enable NDPL withstrategic enterprise management and a balancescorecard system to increase productivity.

    NDPL is now working on an integratedplatform which will enable management totrace employees through a unique employeecode for all his activities

    We want to build that kind of artificialintelligence to take the change to the next level

    Empowered Change

    NDPL

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