SAP ISU Transforming

‘Customer Service’

Through Digitization and Technological Innovation

Tata Power Delhi Distribution Ltd.

DIGITAL STORY

@

Tata Power-DDL

Tata Power-DDL BUSINESS OVERVIEW

Licensed for distribution of power in North and North West Delhi

Certifications : ISO 9001, 14001, 27001, 22301, 31000, SA 8000 & OHSAS 18001

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

ParameterValues(Jul'02)

Values(Mar'16)

AT&C Loss 53.10% 8.88%

Annual Energy Requirement

970 MW 1791 MW

Total Registered Customers

7 Lakhs 15.3 Lakhs

Number of Employees 5600 3525

Area 510 SQ KMS

Turnover INR 6174 Crs

Our Consumers

Macro Segments

High End Opinion Influencers

Micro Segments

XpressKey

Consumer Group

High Revenue Base

Govt & Institutional

High Consumer Base

Special Consumer

Group

Load & Type

500 KW(Major

Industrial & Commercial)

100-499 KW(Industrial & Commercial)

11 – 99 KW(Small

Industries)

11 – 99 KW(Eg DJB,

DMRC, Banks)

<11 KW(Domestic & Commercial)

Slum Cluster

Consumers

Nos.% 0.02% 0.08% 4.23% 0.64% 82.99% 12.04%

Billed Revenue %

15% 7% 39% 3% 34% 2%

Number % Break-up of Segments Revenue Contribution of Segments

Xpress0.02%

KCG0.08%

HRB4%

G&I1%

HCB83%

SCG12%

Xpress15%

KCG7%

HRB39%

G&I3%

HCB34%

SCG2%

20,000 applications pending for New Connections

- even Attribute change (Name, Load etc.) requests were pending for years

1,00,000 Billing Complaints

- 15% of the consumer base complaints pending in files

Erroneous Consumer Database

– 50% of consumers had some form of an error

Absence of Consumer Relationship approaches

– virtually no emphasis on consumer comfort

No Digitization

- Limited Computerization / Absence of CRM for tracking and monitoring of Consumer Complaints

Nothing moved unless long hours were spent standing in queues

with absolutely No civic amenities.

Initial Challenges in July 2002- Revenue Cycle Process

Initial Challenges in July 2002- Network & Operations Management

53% AT&C – Huge Losses to Govt . of Delhi

Dilapidated Distribution Network

- TPDDL area accounted for 40% of the total units shed in Delhi. An average consumer faced 110 hours of interruption.

Issues in Fault Restoration

– no accountability as system was prone to manipulation.

Dismal functionality rate of Street Lights

– issues with road owning agencies.

No systemic process for Communication to Consumers

- with regard to power interruptions

Material availability and monitoring of stock levels

– a key concern

Fire Fighting stage called for immediate actions which could give quick results,

and help us gain credibility amongst consumers

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IT Strategic Roadmap

Process Improvement

Adoption of Best Safety Practices

Regulatory Compliances

Customer Service

Initiatives

Cost Optimization

Enhance Response

Time

Study and Adoption of

Best Practices

Business Growth

Sustainable Technology Adoption

Improve Employee

Productivity

Information Security

• Enhance Customer Experience• Loss Reduction• Smarter Utility• Cost Reduction• Business Growth• Zero Accidents/ Incidents• Top 10 companies to work for

7/7/2018 8

Driving force towards E-Governance

•Identification and evaluation of present challenges

•Safeguarding interests and facilitating employees

•Reduction of Losses and operational costs

•Innovation and Automation

•Adoption of Process and Technology Best Practices

•Enhanced Customer Convenience

•Secured information sharing

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• Setting short term and long term Vision/Goals/ Objectives

• Leaders must own and drive change

• Transparency and clear communication

• Structured processes and documentation

• Identification of change agents atdifferent hierarchies

• Continuous training and motivation

• Monitoring, Feedback and Evaluation

Change Management

Steps Towards Successful Change Management

BUSINESS

PROCESS RE-

ENGINEERING

The First Step – Business Process Re-engineering

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• Refocus company values on customer needs

• Redesign core processes, often using informationtechnology to enable improvements

• Reorganize a business into cross-functional teamswith end-to-end responsibility for a process

• Rethink basic organizational and people issues

• Improve business processes across theorganization

Business Process Reengineering is a dramatic change initiative that contains five major steps

Business Process Re-engineering- Strategic Approach (Role Clarity)

Zonal

Office

Erstwhile - the ONLY Touch Point for all Operational &

Commercial Activities

Zonal

Office

Central

Back

Office

Decentralized

Empowerment at Field Level

Focus on Operations

Network Management

Centralized 9 Module Revenue Cycle

Management

Consumer Segmentation

Benchmarking for Consumer Service

District

Office

Connection & Meter Management

• CMG (2)

• MMG (3)

Reading & Billing Management

• MRG (4)

• RBG (5)

Revenue Recovery & Collection

• RCG (6)

• RRG (7)

Customer Service (1)Call Center Consumer Care Center Website Email Letters Drop Boxes

Revenue Discipline & AssuranceRDG (8) – CEG&EAC RAG, PA CCM (9)

CMG-Connection Management Group MRG-Meter Reading Group RCG-Revenue Collection GroupMMG- Meter Management Group RBG-Revenue Billing Group RRG-Revenue Recovery GroupRDG-Revenue Discipline Group RAG-Revenue Assurance Group CCM-Corporate Commercial GroupCEG-Corporate Enforcement Group, EAC-Enforcement Assessment Cell PA-Performance Assurance Cell

Business Process Re-engineering- Strategic Approach (Uniformity)

Key Themes and Focus Area

15

Setting up of – Technology

Infrastructure (IT & OT)

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COMMUNICATION NETWORK

OFFICES

TRANSCO

Grid Stations

Sub Transmission

Grid Stations

Distribution

Stations

CUSTOMERS

SCADA/ DMS/DA

SAP-ISU

(BI/FICA/DM/CS)

SAP

(PM/PS/MM/HR/FICO)

GIS

Call Centre

OMS

Current Technology Landscape

17

AMR/PG/SPT BILL

WEB

DAT

A

CENTER

1

WEB

DAT

A

CENTER

2

Over 2700 Desktops/Laptops, 171 Servers, 132 Locations

• IT Infrastructure

– Data Centers DC1 & DC2

• 170+ Servers (Critical Servers incluster mode which ensures highavailability)

• Over 2700 Desktops and Laptops

• Network Infrastructure

– Secured LAN & WAN Network

– All offices (132 locations) areconnected mostly through Fiber optics

• Office Automation

– Mailing System – Microsoft Exchange

– MS Office

• ISO 9001 & ISO 27001 certified

IT Infra at TPDDL

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WAN

Application failover / Fallback

BCP Technology

SAN SAN

Routers

CLARiiONCX-240

Standby ERP Servers / Exchange

Standby Exchange/ERP Servers

FC

FC

FC

FC

DC 2 Inderpuri

EMC VNX

SAN

FC

FC

FC

FC

SAN

Data Gaurd / DAG replicating changed data over network to remote site

Routers

DC 1 CENNET

Exchange SAMANVAY CRM AMR

GISExchange SAMANVAY CRM AMR

GIS

SAP ERP

(2006)

SAP ISU/ CRM

(2011)

SAP BCM (2013)

SAP BW HANA (2015)

Leveraging SAP Capabilities

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Current SAP Solutions & It’s Interfaces with

IT/OT Applications

Reporting Solution(From Heterogeneous DB Source)

BW Business Ware House

BO Dashboards, Crystal Report

Other IT InterfacesAMR, MDM

Spot Billing , HDD

IVRS

Payment Gateway, ATCM

Pre Paid Server

SMS & Mail Server

Lab Testing M/c

Website

SBI

SAP Enterprise Solutions

PM Maintenance Actives

PS Project/CAPEX Actives/Schemes

MM Procurement/Inventory/MRP

HCM Personal, Payroll

FICO GL, Budget, Payments

SD Sales-Non-Energy

CS Customer Service

DM Device Management & Reading

BI Consumer Billing

FICA Consumer Payments

CRM Customer Relationship Management

BCM Call Centre solution

SRM Reverse Auction

UCES Online service to consumer

ESSReimbursement, Salary Slip, Leave Request ,Form 16

GRC Governance Risk Control(AC)

ESB (PI)

Operational Technologies

GIS Geographical Information System

OMS Outage Management System

SCADASupervisory Control and Data Acquisition : Provides Live Operation Data

DMS/DADistribution Management System for 11 KV Network/Distribution Automation

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Industry Solution for Utilities – Customer Care and Service, Enables

complete revenue management cycle – No manual paper movement

What is SAP ISU – CCS?

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It stands for

Industry Solution for Utilities – Customer Care and Service

SAP for Utilities is an industry solution

developed to meet the requirements of gas,

water, and electricity companies of all sizes.

ISU-CCS -- Modules

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CS – Customer Service

DM – Device Management

BI – Billing and Invoicing

FICA – Financial and Contract Accounting

SAP CRM

SAP BCM

SAP UCES

Key Benefits of SAP ISU Implementation

July 7, 2018 24

• Standard application based on industry best practices

• Tightly integrated application

Leaves no scope of any leakage or mal practices

Auto Reconciliation functionalities

Integration capabilities with Non-SAP modules

• Enhanced Billing efficiency

• Easy implementations of tariff changes in standard billing schema

• Extensive reporting feature facilitates in providing a holistic picture to

the management through various reports and dashboards

• Standard system – Scalable, easily upgradable and compatible with

other key platforms (e.g. - windows)

• BPR activity during implementation have ensured optimization of

resources – thereby significantly reducing OPEX for the organization.

Customer Service Module (CS)

As the name suggests, this module facilitates with components to manage services that are provided to the consumers. This module is used to manage services and business transaction in ISU – CCS

S.No. Features

1 New Connection

2 Connection management

3 Complaint Management (Metering, Billing, Payment, etc.)

4 Move In / Move Out

5 Disconnection / Reconnection

7 Notification Based Automated Work Flow

8 Customer Information

9 Escalation Mechanism

New Connection request received at

Call Center/ Consumer Care/

Website

Document Submission,

Appraisal, FSE

Demand Note Generation of Dues

Cleared Cases

DN Payment

DN Payment

System Augmentation (If Applicable)

Area wise batch creation for Meter Allotment

Random Meter allotment and Protocol Printing

Meter Installation and Energization at Site

Protocol upload & consumer brought into

Billing net

First Bill Generation

SAP CRM

Web based interface for call center agents which is integrated with the SAP BCM

S.No. Features

1 Customer Information

2 Notification Generation (Request/ Complaint)

3 Customer Fact Sheet (Master Data Overview)

4 Outbound Calling

5 Duplicate Bill

6 Customer Contact Details Modifications (Phone/ Billing Address)

7 SMS/Email/Paper Bill – Alerts (Activation/ Deactivation)

8 Customer special flagging (Disc. Notice, Enforcement, Legal, etc)

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BCM is the call center interface which extends variousadvanced telephony features to the Call Center Executives

S.No. Features

1 Integrated with SAP CRM

2 Unified Communication Routing

3 IVRS – Interactive Voice Response System

4 Voice Recording

5 CLI – Caller Line Identification

6 Call Barge in

7 Intercept

8 In call monitoring (Silent)

9 Auto Response

SAP – Business Communication Management

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SAP CRM and BCM Integration

Key Benefits of BCM Implementation

July 7, 2018 30

• 24X7 Unified Call Center (No Supply + Commercial = Single Number)

• 40 % call resolution through IVR – due to BCM – CRM integration

• Reduced O&M expenditure due to manpower optimization, unified call

centre, process optimization & answering of calls through IVRS

• Overall Consumer satisfaction Index increased from 67 % to 71%

Device Management Module (DM)

This module deals with management of devices and is integrated with MM, SD, PM and other modules of SAP

S.No. Features

1 Meter / Material Installation

2 Meter / Material Replacement

3 Meter / Material Removal

4 Testing and Certification

5 Meter Reading

6 Seals Management

Meter Reading & Billing System

SMRD (Smart Meter Reading Device)

Low End LT Consumers i.e. HCB Consumers

Sanctioned Load : 1 to 10 KW

AMR

SMRD (JJ Consumers Billing)

JJ Consumers i.e. SCB Consumers

Sanctioned Load : <= 2 KW

High End Consumers i.e. Express ,KCG & HRB Consumers

Sanctioned load : > 10 KW

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SAP ISU - Billing and Invoicing

S.No. Features

1 Create & Maintain Tariff

2 Schedule Bill Generation

3 Individual Bill Generation

4 Bill Revision

5 Assessment

6 Bill Out Sort

7 Invoicing : Invoice Generation & Printing & Joint Invoicing

8 Energy Audit

This module deals with management of tariff schema and Billing & Invoicing functionalities

Automated Meter Reading

7/7/2018 34

Benefits:• Improved billing

• Improved security and tamper detection for meters and related equipment

• Effective energy management through profile data graphs

• Accurate meter reading, thus improved Energy Auditing

Challenges faced:

• Different API’s for each meter vendor

and for each meter series

• Identifying the right Communication

Technology

• Manual Dialing of meters – No

scheduling possible

• No common Database

• Manual Analysis of Raw data

Process for Theft Detection

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AMR Downloaded Meter Data

Sets of Logics are run on raw data

Exceptional cases are analyzed

Theft/ Doubtful cases are

referred to Enforcement

Raids are being

conducted & book case

Meter Reader report any kind of irregularity i.e. DT/ DAE / Misuse observed at

site

Quality Check is done and cases are referred to Enforcement

inspection & theft booking

After booking of cases

incentives are being given to agencies and

personals.

THEFT DETECTION IN AMR CONSUMERS

THEFT DETECTION IN LOW END CONSUMERS

Meter Reading Process (for both NoN-AMR and AMR Consumers)

Installation Confirmation and

Consumer sequencing

Planning and Scheduling

Data DownloadingReading Data

uploaded in SAP Server

Pre-Audit of Billing-RQC :

2nd Level Check

Exception handling & Trouble shooting

Bill GenerationBilling Quality Check:

3rd Level Check

Invoice Printing Bill Distribution E-bill/ SMS

2 Levels of Reading and Bill Quality Checks Before Consumer Bill Generation

Bill AnalysisIs Bill

Correct?

Mark the reason of error

Mark thecase

as OKCorrect thebill

Generation of Exception list

Stop all the erroneous bills

Release all the correct bills and send for printing

Complaint Analysis

Identify root cause of

complaint

Revise ExceptionCriterion

YES

RQC / BQC – Dynamic Process

July 7, 2018 38

• Bill Format

July 7, 2018 39

• Bill Format

July 7, 2018 40

• Bill Format

July 7, 2018 41

• Bill Format

Contract Accounts Receivable and Payable (FICA)

S.No. Features

1 Open Item Management

2 Payments ( Cash Desk , Payment Lot)

3 Security Deposit and Interest Calculation

4 Dunning

5 Installment Plans

6 Returns

7 Transferring Open Business Partner Items / Receivable and Payable

8 Submission of Receivable to External Collection Agencies

9 Write-Offs

10 NTA / Disputed

One Payment Counter

every 3 KMs (Urban Area)

Nearest Payment Option

displayed on Bill

Collection VAN for Slum

/ Rural Areas

More than 5000+ Payment

Avenues

Location details for all

payment avenue on

website

Benefits:

• A single window for receiving payments through various channels & posting them into the billing system

• TPDDL Cash Counters• Website• Any Time Payment Machine• Drop Boxes, Jeevan etc

• Plug and play model• Rigid Security features - payments accepted

through registered PC / ATPM / Counters only• Generate comprehensive reports for top

management review • Auto-reconciliation, Verification & validation of

payments • All payment related validations / modifications

at a single place

Payment Gateway

Challenges:

• Changes in Billing S/W every time new payment channel is to be introduced

• Manual Reconciliation of Payments

All Time Collection Module

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• Works both in Off-line and On-line mode simultaneously

• Seamlessly Integration with Payment Gateway

• Bar Code based data collection and provision to generate receipts on thermal /slip printers

• Robust Security Features at each Level

• Provision to accept multiple type of bills, installments, demand note etc.

• Software has unique provisions like Pre-Paid Coupon Generation, Receipt Cancellation

• Provision to capture Cashier behavior

• Faster response time and User friendly

TPDDL’sCustomer Centric Initiatives

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“Get closer than ever, to your customers; so close, that you tell what

they need well before they realize it themselves”

…….Steve Jobs

Customer Interfaces

Single Helpline Number for All Complaints - 24X7 consumer service (for No Supply and Commercial Complaints)

Centralized Call Center for Call Management and IVRS

13 Fully networked Consumer Care Centre (for quick resolution of consumer complaints)

SMS Services: Information to customers like Bill Generation, Bill Payment etc. through SMS

Planned Shutdown Information

(Proactive information to customer through SMS and on IVRS)

Video Conferencing

(direct connectivity to our back office)

Industry FIRST…48

Complaint Registration and Re-dressalMechanism

CRM system for Complaint Registration and Monitoring Mechanism

Hot Line Facility at Consumer Care Centre (connectivity after office hours)

Spot resolution for Wrong Reading, No Reading etc. (Instant resolution to customer complaint – SAP CRM)

System Enabled Escalation

(arresting the delays before crossing PA timelines)

Structured Grievance Handling Hierarchy

(CCAG: Highest Level of Committee for resolution of complaints)

Industry FIRST… 49

Empowering Customers

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Online Portal for customers to view details like Reading , Billing, Consumption Detail.

Online - New Connection registration and other complaint registration along status options.

Planned /Emergency shutdown information is provided online against Area and Individual customer

Mobile App for customers to view their details and also report Safety issues by clicking the photograph.

SMS Pull Services for Customers to know detail regarding connection and planned shutdown

Industry FIRST…

Go MOBILE - App Based Instant Resolution

Promoting the Usage of Mobile App thru Facility of Instant Resolutions ofRequests / Complaints. Resolution on the basis of Credit Rating, Validations &Meter Photo.- On the SPOT resolution of Premises Locked Cases- Rectification of Bill in Wrong Reading cases- Street Light Complaint registration with GIS co-ordinates- Instant Request Tracking for New Connections- Alerts for un-planned outage/ Key regulatory changes- App Promotion on FM / Monthly Lucky Draw

DIGITAL CONSUMER INTERACTION – Mobile App

Online Customer Self Service and Mobile App

Customer Self Service Portal

• Better reachability to consumer

• Easy access and manageability of self

account information to consumer

• Secured Online bill payment facilities

Mobile App ‘TPDDL Connect’ - for ‘On the

Go’ faster navigation to various services like

Outage Information

Electricity details and bill payment

Previous consumption history details

Previous payment details

Request/Complaint registration and status

tracking

Reporting of safety related incidents, etc.

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DIGITAL CONSUMER INTERACTION – Web Chat

Bi-Lingual Website

To Spread the Our Reach among all Stakeholders,TPDDL Launched Hindi website –

- Option to Switch b/w Hindi & English Version

- Responsive Website - Page Auto Adjusted inAccordance to Size of User Phone/Tab/PC ScreenSize

Web Chat Functionality forConsumers on Website

• New communication mode for consumerswithout any additional cost to the company

• Single agent can handle multiple chat sessions• Reduced load on call center agents

Instant Information - Proactive SMS Alerts

Proactive Information to Customer thru SMS for :

- Information about the time and duration of PlannedShutdown

- Estimated Duration of UN Planned Shutdown

- Bill Generation

- Due Date Reminder

- Payments

- Request & Complaint Status

DIGITAL CONSUMER INTERACTION - SMS

Interactive Email Communication

Key Features/ Benefits:

- Interactive Email format

- Standard across all Email communication to customers

- Effective promotional tool

- Easy access to E-payment link and customer login link

- Social Media links

Online New Connections & Attribute Change

Making Entire Process from Document Submissionto Payment online

Ease of Application at Click Away

No Need for Customer to Visit TPDDL Premises

View Status of Request Online

Print & Pay Demand Note Online

Reduction in DN generation time to 36 Hrs

Leveraging Business Warehouse for Decision Making

Few Key Dashboards and MIS reports - contribute to meaningful business benefits:

• Regulatory report for ARR calculation and tariff determination

• System based network technical feasibility – New connection cycle time reduction

• Regulatory Performance Assurance Reports

• Billing and Collection Reports & Dashboards

• Asset Utilization Report

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OMS

Information of an

Outage

SCADAGIS

Details of the customer

&Customer

Count

SAP - CRM

Details like repair history, Crew comments, ETR also visible at SAP-

CRM

Outage status was updated on TPDDL website with estimated time of restoration

Interactive Voice Response(IVR) system

DIGITAL FIELD OPERATIONS –SCADA-OMS-GIS-CRM interfaced Process flow Implemented in

2012 - 13

MWM FFA Module

Customer calls

with service request

Enroute

Onsite

Worked

IT-OT Integration Best Practice(SAP-OMS-GIS Integration)

Call center generate call

tickets in

SAP-ISU

Outage Management System

Benefits of System Integration (IT & OT)

Scheduled and Un-Scheduled Outage SMS

An excellent scenario of IT and OT integration used in Tata Power-DDL technology

landscape:

Planned Outage - Outage Management System interacts with GIS to get the

customers against the DT (through GIS customer indexing) under planned

outage schedule and returns it to CRM system to trigger SMS to the customers

in advance for the planned outage (Maintenance purpose) so that customers can

plan their activities accordingly in advance.

Unplanned Outage – OMS provides the estimated time of restoration for the

affected customers to CRM system and based on that information, SMS is sent

to the customers informing the power restoration timeline and same is also

shown in the CRM Screen, Website and Mobile App.

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Enhanced Ranking at Global level under ‘Ease of Doing Business’ (Reference – World Bank Group Study :

www.doingbusiness.org/rankings)

India Jumped 12 positions from Ranking of 142 (in 2014-15) to 130 (in 2016) under ‘Ease of Doing Business’ on

global platform.

India took significant leap of 67 positions from Ranking of 137 (in 2014-15) to 70 (in 2016) Under Category ‘Ease

in getting Electricity’ and,

As per recent revised ratings in October 2016 India has jumped 44

positions to ‘Rank 26’ under Category ‘Ease in getting Electricity’

Some Encouraging Results

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“Excellence is a continuous process and not an accident”

…….Dr. APJ Abdul Kalam

Change is the Key!!

Tata Power-DDL: Vision 2022

63

Smarter Discom

Significant presence: domestic &

international

Energy Neutral & Water

Neutral for Self

consumption

Single Digit AT&C Loss Levels

Supply Complaints

Incidents/

Accidents

Billing Complaints

Great Places To Work For

India

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Future Digitalization

Advanced Metering Infrastructure (AMI)

Field Force Automation (FFA)

Business Intelligence / Data Analytics

Integrated Communication Technology

Enterprise Service Bus

76Smart Grid Deployment - Technologies

THANKS…..

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