Cesc Services & Practices

SARI/Energy Regional Distribution Utilities Partnership Executive Business Trip ● February 23-25, 2004 ● New Delhi, India

SOUTH ASIA REGIONALDISTRIBUTION UTILITIES PARTNERSHIP

EXECUTIVE BUSINESS TRIP

February 23 -25, 2004New Delhi, INDIA


CUSTOMER SERVICE AND BILLING PROGRAMSin

CESC Limited, Kolkata

Debasis Gupta, Dy General Manager (Commercial)Soumitra Ghosh, District Engineer

CESC Limited, Kolkata


CESC Limited

Private Sector Utility

A RPG Group Company

Max Demand : 1280 MW

Gen Capacity: 1065 MW

Kolkata & Howrah

Serving the “City of Joy” for over a century


CESC Limited – A Snapshot

Year ending 31.3.03:

Units Sold: 5557 MU

T&D Losses : 18. 8 %

Energy Generated ~ 80%Energy Imported ~ 20 %

15 Kms

REGIONAL OFFICES : 6

CASH OFFICES : 38

MAINS DISTRICTS : 10

BILLING DISTRICTS : 70

50 Kms

Licensed Area567 Sq Kms

River Ganges

N


Energy Sales in 2002-2003

Total Sales = 5557 MU excl Energy supplied to WBSEB

Domestic41%

Others 9% Commercial18%Industrial

32%

58 %1.83 MillionLT42 %1626HTSalesConsumers


BILLING PROGRAMS


Core BillingSystem

DisconnectedConsumers

SecurityDeposit

MIS Reports

CreditControl

MeterReadings

NewConsumers

PaymentInformation

Core Billing System

ElectricityBills

First Computerized Billing system in India - 1973


In-house developed software:Time tested validations and filters

Hardware:Sun 4500 Series Servers

RDBMS:Oracle 9i

Billing System


INTERNETINTERNET

Billing: Interconnected Computer Systems

CASH OFFICES

IT DEPARTMENT : Bill Preparation

MAINS - DISTRICT OFFICES

New Application ProcessingExtensions

REGIONAL OFFICES

Monthly Meter ReadingsDisconnections & ReconnectionsBilling abatements and adjustments

CESC NETFibre Optics & Microwave

CESC NETFibre Optics & Microwave

Payments

METERING DEPT

LOSS CONTROL CELL

LEGAL DEPTwww.cescltd.com


Meters Readings

Intelligent Static MetersHT Meters : ~ 1700 Nos.

CT-Operated LT Meters : ~ 2000 NosSuch meters account for ~ 50% of Units sold.

Electromechanical Meters

LT Meters : ~ 2 Million

More than 50% are now “Superior Quality”

Taken through MRIs:

Taken manually:


The Electricity Bill

Normal LT Bill Notice Bill

Bar-CodedDelivered through Courier


Advertisements on Bill Face

Ad-Sales

Accompanying mailers

Special Covers

Direct mailing / sampling


Payments

POC Terminals at Cash Offices Mobile Cash Vans Cheque Drop Boxes across city

POC Terminals with Bar-Code Readers & MICR Machines

Cheque Drop Boxes across City


Win – Win Arrangement

Voluntary Advance Payment: “CRES”

`Convenience REturn Security’

11.5 % interest paid


So far CESC’s own “Conditions of Supply” prevail

U/S 50 of the Indian Electricity Act, 2003 the State Regulatory Commission is to specify the Electricity Supply Code .

“Approach Paper” prepared covering:

Recovery of Electricity Charges:Periodicity of Bills, Bill Particulars, Bill PaymentsRecovery of Arrears, Disputed/ Erroneous Bills etc

Disconnection/ Reconnection of Supply & Access to Consumer PremisesDisconnection for non-payment & tamperingReconnection of SupplyAccess to Consumer Premises etc.

Conditions of Supply/ Electricity Supply Code


CUSTOMER SERVICE


Customer Enquiries/ Complaints

LT Customers can call 24/7 Service Centers Call Center: “1912”

HT Consumers can call Control Room

Supply Related

Customers can

Visit Regional, District & Cash Offices

Talk over telephone

Interact through Web site

Billing/ Metering/ Payment Related

Contact details on Bills and through Media and Mailers


3- Tier Consumer Grievance Redress Forum

If consumers are not satisfied with redress of their complaints, they can approach the Forum.

TIER 1Senior Commercial Executives For Commercial matters – metering, billing, payments etc.District Engineer For Supply matters – new connections, extensions, interruptions etc.

TIER 2Managers/ Sr Managers of Regional Offces

TIER 3Chief Manager, Customer Relations


Section 57 of the Indian Electricity Act, 2003 requires performance standards to be framed by Regulator.

Two categories of Performance Standards suggested by WBERC:

Assured Standards - these must be met in each individual case, failing which the utility has to compensate the consumers.

New connections & load extensionsInterruption of supply – unplanned & plannedVoltage complaintsMeter problemsResponding to Billing & Payment queries & complaints

Overall Standards - these indicate the minimum level of service, which the consumers could expect from the utility. Data could bepublished for inter-utility comparison.

Performance Standards


Contact hours with customers extended by 30 minutes

Orientation and Training programs for staff

HT consumer visits

Accelerated Meter Exchange Programs

Only “Superior Quality” meters procured now

very low failure rate

more tamper-evident

Customer Perception Survey

Enhanced Customer Focus


Communicating with Customers – the harsh side

Banners

Railway Stations

Cinema Halls

Media – Press & Television

Mailers – regarding seals

Car Stickers


Communicating with Customers – the pleasant side

Banners

Mailers

Fairs

Puja Pandals


The new “mantra”

“ To be more efficient, reduce costs, become consumer responsive, or perish”


Thank You

Cesc Services & Practices

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