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Commercial Overview

Ramesh koul

DGM (Reading, billing & collection)

Date – 4th Sep 2017

TATA Power Delhi Distribution Ltd.

2

Joint Venture of Tata Power and Govt. of Delhi (51:49)

License Area: North and North West Delhi (510 sq km)

Annual Turnover: 6953 Crore

Consumer Base: 16.10 Lacs

Population Served : 70 Lacs

Peak Load Served: 1791 MW

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

Technical Activities

• Decentralized

• Empowerment at Field Level• Focus on Operations and Network Mgmt.

Commercial Activities

• Centralized Revenue Cycle Management• (9 Module BPR, from connection to enforcement)

• Consumer Segmentation• (Differentiated services delivery as per specific needs ofeach segment)

•Benchmarking for Consumer Service

Commercial Innovation / Interventions

(Business Process Re-engineering – A Strategic Approach)

Zones and Districts

THEY OWN THE CONSUMERS…

be it power supply or any commercial issue

Industry FIRST…

CCG – Consumer Care Group; CMG- Connection Management Group; MMG – Meter Management Group; MRG – Meter Reading Group; RBG – Revenue Billing Group; RCG – Revenue Collection Group; RRG – Revenue Recovery Group; RDG – Revenue Discipline Group; RAG – Revenue Assurance Group

Integrated Commercial Functions

CMG MMGMRG, AMI

RBG, HRB, KCG

RCG, RRG

SCG, RAG, CEG, EAC

Connection / Device Management

Reading & Billing Management

Revenue Assurance

Collection & Recovery

IT SYSTEM

Customer Services (ICC / CCG / CCAG)

- DEBS -Billing Engine

- SAMPARK -First CRM

- SAKSHAT -Viewing CRM / Billing

Information

- SAMBANDH - Integrated

CRM & Billing System

- SAP-ISU -Fully

integrated State of Art

Consumer Segment Wise Details

Consumer Segment

Sanctioned Load

Reading Type

Billing Type

Meter TypeNo of Active

Consumers##

Xpress Consumer > 499 KW AMR Monthly HT Meter 288

Key Consumer > 99 KW AMR Monthly HT Meter 1,653

HRB Consumer 11KW to 99 KW AMR MonthlyCT Meter/

Poly Phase Meter74,117

HCB Consumer 1KW to 10 KW SMRDOnce in 35

daysSingle Phase 13,33,743

G&I Consumer All Load AMR / SMRD

Monthly HT/CT MetersPrepaid Meters

**In respective segments

SCG ConsumerJJ Cluster

Up to 2 KW SMRD Monthly Single Phase 2,01,562

AMR: Automated Meter ReadingSMRD: Smart Meter Reading Device** No of consumers in G&I 15,281, including street light & prepaid## Consumer count as on 1st Sep 2017

Total 16,11,363

Chief (Commercial)

CMG

Head (Key Consumer &

Customer Service Group)

Head (Revenue Cycle

Management)

Head (Connection &

Meter Management)

MMG

MRG

RBG

AMI

RCG

RRG

SCG

KCG, HRB and G&I

Sampark Kendra

CSEG

PA & CCAG

CL & IB

HoD (Business Services Group)

AA&BEG

CCG

LSC

Consumer Relationship Management

Consumer Grievances

Services

Performance Assurance

Building Relationship Management

Voice of Consumer

7

Sensitizing all process owners across the organisation towards consumer centricity.

Dealing With Consumer Service

Access/Avenues – Convenience

Interaction - Courtesy/Respect

Listening

Resolution – Timely & Effective

Capturing stated, unstated, and anticipated customer requirements, expectations

Consumer Segment Meets - RWA / IWASocial Segment Meets –Srijan, Ujjwala, Yugantar, Yuva, UdhyamFacebook

Monitoring All Service Delivery Process

11/1/2017

8

Outbound Calling

Feedback Form

Website

Consumer ‘s Complaint Analysis

AAPKE ANUBHAV

Consumer Meets

Consumer Driven CRM

Mother of VoicesNDPL was the first

power utility in India to start

Consumer Satisfaction Survey

in 2004

11/1/2017

Consumer Satisfaction

Survey

Has been the founding principle of

TPDDL

TPDDL was the first power utility in

India to start Consumer

Satisfaction Survey in

2004

Enhancing Consumer Satisfaction

Segmented Service Delivery Mechanism

14 Fully networked consumer care centers for quick redressal of consumer complaints

Each consumer care center has a Consumer Relations officer who is a qualified to acts as the consumer’s Champion

Introduction of First Call Resolution & Queue Management System

24X7 Integrated Call Centre with 65 seats, integrated with OMS/SCADA for online outage information

Single Helpline Number for all commercial/supply related complaints

• Meetings with RWAs/IWAs on a monthly basis in all Districts

• Segmented meets

• Relationship Approacheso Client & Account Managers : Xpress, KCG,

HRB, G&Io Consumer Relationship Executives (CREs):

HCB o Special Consumer Group: JJ Clusters

• Automated Workflow (CRM)

• Performance Assurance Standards

Revamping Consumer Experience

11

CMG – MOST CRITICAL (Data Entry)

• Documentation for New Connection

• Documentation for Attribute Change– Name Change

– Load Change

– Category Change

MMG – Commercial Backbone, MAXIMUM MANPOWER

• Accurate Metering – Installation

– Replacement

– Testing

• Meter Removal (30000+ Request Annually)

• Cable Shifting (10000+ Request Annually)

• Meter Shifting (3000+ Request Annually)

• Modem Troubleshooting (30000+ Request Annually)

Connection & Meter Management

Load (KW) Meter Type Cable Size

0 to 5 KW Single Phase 10-60A 2*10MM

5 to 10KW 2*25MM

11 to 25KW 20-100A (Poly Phase Meter) 4*25 MM

26 to 57KW 100/5A – LT CT Meter 4*95 MM

58 to 99 KW 200/5A – LT CT Meter 4*150 MM

100 KW Above HT Meter

New Connection request

Document Collection, Completion of Commercial formalities

File Appraisal and

Dues Verification

Technical Feasibility

Demand Note Generation

of OK Cases

DN Payment

First Bill Generation

Area wise batch creation for Meter

Allotment

Random Meter allotment and

Protocol Printing

Physical Van wise Meter located ,

packaged & loaded

Site Verified by Engineer and

Meter Installed

Protocol uploadation

Connection & Meter Management

New Connection Process @ TPDDL

3 Days

+5 Days

+7 Days

+12 Days

15 Days to 12

Months

CD / SLD / Scheme Cost

150000+ New Connection Request110000+ DN Generation100000+ DN PaymentRs 8-10 Cr Dues Recovery

90000+ Meter InstallationCapitalization of Rs. 60 Cr

60000+ Attribute Change Req40000+ Processed

Structured Reading and Billing Process

AMR for High Revenue Consumers (>10 KW)- 5% of Consumer contributing 60% of Revenue (along with in house developed data analysis system)

Automatic System Based 4 Levels Reading and Bill Quality Checks Before Consumer Bill Generation

Meter reading through android based smart phones with GPS enablement.

Online Spot Billing for SCG (JJ) Consumers (monthly billing aligned with payment convenience)

Implementation of SAP-ISU

(most advanced integrated billing and CRM system)

Pre-paid Meters for Govt. Connections (up to 45 KW)

Industry FIRST…

Results: Billing Efficiency improved from 53 % to 91.36%.Provisional Billing reduced from 30% to <0.86%.

Installation Confirmation

and Consumer sequencing

Planning and Scheduling

Data Downloading in

SMRD from billing Server

Base Meter Reading through

SMRD:

1st Level Check

Reading Data uploaded in SAP

Server

Edit List for Pre-Audit of Billing-

RQC :

2nd Level Check

Exception handling &

Trouble shooting

Bill Generation

Billing Quality Check:

3rd Level Check

Invoice Printing

4th Level CheckBill Distribution

4 Levels of Reading and Bill Quality Checks

Before Consumer Bill Generation

Reading and Billing Process for Low End Consumers

On-line Route Sequence tracking through Smart Meter

Reading Device

15

Before SMRD Implementation reading sequencing was found erratic( Portion – MT03D)

After SMRD Implementation sequencing was corrected and optimized ( Portion – MT03D)

16

Improvement of Billing Efficiency

Elimination of non-genuine/coffee shop meter reading and remarks

Instant Reporting of theft Cases

Photographic evidence of low consumption cases

Instant photographic evidence of extra meters

GPS tracking enhancing reading accuracy

Benefits to Customers

Meter Reading with photographic evidence

On-site instant SMS to consumers in case of Premise found Locked Authenticated POD improving bill distribution efficiency & Reduction in consumer complaints

Benefit to Business Associates (BA)

Wireless transfer of data saving commuting time of BA staff

Reduction in repeated follow-up visits.

GPS tracking and proper route sequencing improving meter reading efficiency

BA Satisfaction-Levying lesser penalty on BAs.

Cost of SMRD is comparatively lesser than the HHD

Benefit to Environment

Paper Saving (50 papers /MR in Base & 2 papers/MR in follow-up)

Reduction of Carbon Footprints

Benefits

Central NOCBilling Server

Communication Servers for Data Acquisitions

Modem + SIM Card

GSM Network

AMR Deployed for High End Consumers

First Indian utility to implement AMR for all connections above 10 KW

70,000 LT-CT, HT and DT meters contributing 60-70% to TPDDL’s revenue

Indigenously developed AMRDA carries out seamless reading and analysis

Success Rate: More than 98% per month

PRI Lines

18

AMR/AMI Downloaded Meter Data

Sets of Logics are run on raw data

Exceptional cases are analyzed

Theft/ Doubtful cases are

referred to Enforcement

Raids are conducted &

cases are booked

THEFT DETECTION IN AMR CONSUMERS

VOLTAGE RELATED VOLTAGE FAILURE NEUTRAL DISTURBANCE POWER FAILURE

CURRENT RELATED CURRENT REVERSAL CT OPEN LOAD UNBALANCE/ CT SHORT

“AMR/AMI Logics”Identifying Suspected Cases based on Data Analysis (High Revenue Consumer)

OTHERS LOW POWER FACTOR NVM FAILURE POOR BATTERY DROP IN CONSUMPTION CT OVERLOAD MAGNET MANUAL RESET METER CONSTANTS CHANGE

Theft Reduction- Detection Process in AMR

1000

9100

45100

67300

22200

8600 6700 6000

17700

31160

9100

1632

-10000

0

10000

20000

30000

40000

50000

60000

70000

80000

2002-03 2003-04 2004-05 2005-06 2006-07 2007-08 2008-09 2009-10 2010-11 2011-12 2012-13 2013-14

Load Booked in KW One make of meter procured prone to Theft

/ Faulty

AMR Analysis logics Updated

21.6

16.1 16.4

20

13

19

6 7

17.23

25.2

16.1

4.82

0

5

10

15

20

25

30

2002-03 2003-04 2004-05 2005-06 2006-07 2007-08 2008-09 2009-10 2010-11 2011-12 2012-13 2013-14

Amount Raised in Cr.

Pre AMR Post AMR

AMR Analysis system Established

Impact of Electronic data analysis on Loss Reduction

Enhancing Collection Avenues

State of art Collection Centres – Automated Any Time Payment Machines

Payment touch points increased from 20 at the time of takeover to >5000 now. Own collection counter every 3 KM radius in Urban Area.

Door Step Payment Collection through Mobile Cash Collection Centre in JJ Clusters

E Payment of Energy Bills through TPDDL Website / Credit & Debit Cards

Cheque Collection Drop Box at RWAs Office, Apartments and Banks

Cell Phone based payment application Introduced.

Centralized system control recovery activities.

In house developed predictive model for defaulters for focused approach of recovery.

Industry FIRST…

Results: Payment Collection avenues increased from 20 to 5148.Collection Efficiency improved to 100.06%.

Revenue Recovery Process

Disconnection Notice gets issued after 15 days from expiry of

due date

Calling and follow up for recovery

Disconnection order gets generated after 15

days from DN generation if arrears still remain unpaid

Disconnection order execution, connection

status is updated.

Meter Removal request gets generated after 15

days

Meter removed, Final bill processed and

transfer of dues

Recovery Process

Automated the Process of Disconnection Notice (along Bills) and Disconnection Order.

Ensuring Meter Removal of Disconnected Cases within 15 Days

Recovery for Old Dues at the time of New Connection

Surveillance of Disconnected Cases for Dues Transfer

Personal Hearing Forums / Mega Lok Adalats

(liquidation of billing dispute cases / old disconnected dues)

Privilege Scheme and Pay N Win Schemes for Recovery of Arrears

Industry FIRST…

Results: Amount Receivables reduced from > One Year sale to 7.9 Days sale.Collection Efficiency improved to 100.06%.

23

“Focused Approach from 2012-13 onwards towards Digital payments”

Introduction of new platforms like Net banking, Debit & Credit Card, ITZ, Oxizen on TPDDL website etc.

Introduction of NEFT/RTGS, Wallets like Airtel money, MMPL, PayU money.

Acceptance of non-energy payments through website. (Demand note, theft assessment)

Debit/Credit Card acceptance on Kiosks.

Abha Members (Special women representatives appointed in JJ clusters)

Special Pay & Win Schemes for Digital Payments.

Rebate to consumers opting for E-Bill and E payments both.

Introduction of wallets like PAYTM, Mobikwik, Freecharge etc.

Introduction of TPDDL mobile App.

Increase of PoS machines from 20 to 88.

Introduction of Phonepe.

Idea Money, Vodafone Mpaisa etc.

FY-12-13 & Before

FY-14-15

FY-15-16

FY-16-17

FY-13-14

24

Graphical Journey of online payments in Tata-Power-DDL from FY-2004-05

to July’17

0.4 1.1 3.0

4.3 6.0

7.7 7.1

12.2 13.9

18.1

26.2

35.9 37.3

0.2 0.6

2.9

5.2 3.4 3.8

3.0

10.8 10.4

23.2

27.6

36.3

38.6

-

5.0

10.0

15.0

20.0

25.0

30.0

35.0

40.0

45.0

2005-06 2006-07 2007-08 2008-09 2009-10 2010-11 2011-12 2012-13 2013-14 2014-15 2015-16 2016-17 2017-18(Till Jul)

Online Payment Trend

% Count % Amount

25

Unique Effort appreciated

nationally and internationally

Front runner in Technology Implementation to improve efficiency and consumer service delivery

AT&C Losses Reduction journey

Initiatives which helped to reduce AT&C losses from 53 % to 15 % in 7

years up to 2009.

Losses in JJ Clusters(Slums)

remained 89% even after achieving overall

AT&C losses of 15 %

26

Formation of Special Consumer Segment – focus on JJ Clusters

Making Metering & Billing affordable Reducing the cost of new connection Offering door step customized services. Advocated for subsidy in electricity charges for consumer

CSR initiative’s for : Improving socio economic condition Building the capacity to pay Improving Quality of life

Generating Smiles

Special Consumer Group

Corporate Social Responsibility

TPPDL started Initiatives for• Health Care• Employment • Employability• Education• Entrepreneurship

Our Innovation in SCG segment

Special Consumer Group CSR Deptt.

Challenges Identified

27

No Property Ownership Record/Document

High hooking and High Theft Practices

Low Paying Capacity

Non Affordable Bill and delivery of bills

Trust /Relationship Building and Facilitation

Indexing of JJ Cluster

Door to door indexing & marking SCG

Jhuggi’ s Nos.

Indexed 1,90,000 consumers

SCG Sequence Number : functional address for

servicing the consumers.

GIS map from the indexed data.

Affidavit in Place of Ownership Proof

28

Challenge : No Property Ownership Records

Technological solutions for Safe Electrification and Metering

Safe Electrification using

LT ABC & Armored cables.

Customized Metering:

Individual Meter

Regular removal of hooking.

Challenge : High Theft & High Hooking Practices

Making New Connection affordable for the Slum Cluster(SCG) consumers

Instant camps held for same day Meter installation.

Reduced New connection charges : From Rs 4200 to Rs 1550.

Upfront payment Rs 350/- balance 24 EMI of Rs 50/-

Incentive of Accidental insurance cover of

Rs 1 Lac.

for metered connection for which premium is being paid by TPDDL.

30

Challenge : Low Paying Capacity of Consumer

Billing for SCG Consumer

Introduced Monthly Billing to make amount affordable

Due dates matching with salary/wage dates

Advocacy with DERC for Subsidy

Challenge : Affordability and Delivery of Bills

JJ clusters as the key focus area of CSR activities

Appointing local Pradhan's / Leaders as franchisee

Facilitating payment & improving collection

efficiency

Pay & win scheme

Pradhan Meets

Brand Ambassador/Earn While Learn (EWL)

Rs. 1 Lac Accidental Insurance Scheme

32

Challenge : Trust/ Relationship Building and Facilitation

Need Assessment of JJ Clusters

33

In order to plan the type of CSR activity, Needs Assessment was done in 2009-10with the help of Koreth Consulting (Leading Bhagidari Consultant) and threeareas identified for support :-

Education efforts

Healthcare

Vocational Training

34

Impact: Consumer and Demand Growth

0

30000

60000

90000

120000

150000

180000

FY 09-10 FY 10-11 FY 11-12 FY 12-13 FY 13-14 FY 14-15 FY 15-16 FY 16-17

93012

120000140000

150000 165000175000 184000 196000

SCG Consumer Growth (Numbers – Active Connections)

10

30

50

70

90

FY 09-10 FY 10-11 FY 11-12 FY 12-13 FY 13-14 FY 14-15 FY 15-16 FY 16-17

3042

60

82

100 116 132 155

SCG Demand Billed (Amt. in Crores)

35

Impact: Collection Efficiency (%)

10

30

50

70

90

FY 09-10 FY 10-11 FY 11-12 FY 12-13 FY 13-14 FY 14-15 FY 15-16 FY 16-17

67

81 82 8492

96 98 98.31

10

30

50

70

90

FY 09-10 FY 10-11 FY 11-12 FY 12-13 FY 13-14 FY 14-15 FY 15-16 FY 16-17

20

34

54

71

94114 131 153

Revenue Collected (Amt. in Crores)

Am

ou

nt

(Crs

)

36

Impact: Billing Efficiency (%)

5

25

45

65

85

FY 12-13 FY 13-14 FY 14-15 FY 15-16 FY 16-17

64

7080

8386

Go Green initiatives cum Social Linkage

Visiting Slum area

Taking Feedbacks Experience of Volunteers

Listening their issues

Visit of world bank to understand the scg model

47.79%

45.35%

40.85%

35.35%

31.10%

22.00%20.35%

18.68%

17.00%

13.00% 12.50% 12.00% 11.50% 11.00%10.50%

47.60%

44.86%

33.79%

26.52%

23.73%

18.56%16.74%

15.16%13.75%

11.49%10.78% 10.50%

9.87%8.88% 8.59%

0

10

20

30

40

50

60

FY03 FY04 FY05 FY06 FY07 FY08 FY09 FY10 FY11 FY12 FY13 FY14 FY15 FY16 FY17

Target Actual

AT&C Loss Trajectory

Parameter Unit Jul-02 Mar-17

Billing Efficiency % 53 91.36

Collection Efficiency % 97 100.06

Consumer Satisfaction Index % - 90

New Connection Energization Time Days 51.8 5

Meter Replacement Time Days 25 5

Reading to Billing Time Days 45 2

Provisional Billing % 30 0.86

Bill Complaint Resolution Days 45 3

Payment Collection Avenues Nos. 20 5148

Online Payments % - 36

Turnaround - Performance Parameters

As on Mar 2017

Thank You

My Contact Details

Mob – 9818100584

Mail ID

[email protected]