Chhattisgarh State Power Distribution Company Limited Presentation on 10… · ·...

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.


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.



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 .



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


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


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)


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



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



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



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


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


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


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


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


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.


20

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.


21

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 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


Implementation of SAP-ERP started in Phased manner since 2005

First State Govt. Utility to Implement SAP- ERP

Implementation of ERP Project :-


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 :-


Thank You

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