CUSTOMER SERVICE AND BILLING PROGRAMS in CESC Limited, Kolkata Debasis Gupta, Dy General Manager (Commercial) Soumitra Ghosh, District Engineer CESC Limited, Kolkata SOUTH ASIA REGIONAL DISTRIBUTION UTILITIES PARTNERSHIP EXECUTIVE BUSINESS TRIP February 23-25, 2004 New Delhi, INDIA SARI/Energy Regional Distribution Utilities Partnership Executive Business Trip February 23-25, 20043 New Delhi, India
Serving the City of Joy for over a century Kolkata & Howrah CESC Limited Private Sector Utility A RPG Group Company Max Demand : 1280 MW Gen Capacity: 1065 MW
CESC Limited A Snapshot Licensed Area 567 Sq Kms River Ganges N 50 Kms Year ending 31.3.03: Units Sold: 5557 MU T&D Losses : 18. 8 % Energy Generated ~ 80% Energy Imported ~ 20 % MAINS DISTRICTS : 10 REGIONAL OFFICES : 6 BILLING DISTRICTS : 70 CASH OFFICES : 38 15 Kms
Energy Sales in 2002-2003 Total Sales = 5557 MU excl Energy supplied to WBSEB HT LT Consumers Sales 1626 42 % 1.83 Million 58 % Domestic 41% Others 9% Industrial 32% Commercial 18%
BILLING PROGRAMS
Core Billing System Meter Readings Disconnected Consumers Electricity Bills Payment Information Core Billing System Credit Control New Consumers Security Deposit MIS Reports First Computerized Billing system in India - 1973
Billing System In-house developed software: Time tested validations and filters Hardware: Sun 4500 Series Servers RDBMS: Oracle 9i
Billing: Interconnected Computer Systems New Application Processing Extensions Monthly Meter Readings Disconnections & Reconnections Billing abatements and adjustments MAINS - DISTRICT OFFICES REGIONAL OFFICES Payments CESC CESC NET NET Fibre Fibre Optics Optics & Microwave Microwave CASH OFFICES INTERNET INTERNET www.cescltd.com IT DEPARTMENT : Bill Preparation METERING DEPT LOSS CONTROL CELL LEGAL DEPT
Meters Readings Taken through MRIs: Intelligent Static Meters HT Meters : ~ 1700 Nos. CT-Operated LT Meters : ~ 2000 Nos Such meters account for ~ 50% of Units sold. Taken manually: Electromechanical Meters LT Meters : ~ 2 Million More than 50% are now Superior Quality
The Electricity Bill Normal LT Bill Notice Bill Bar-Coded Delivered through Courier
Ad-Sales Advertisements on Bill Face 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
Conditions of Supply/ Electricity Supply Code 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 Payments Recovery of Arrears, Disputed/ Erroneous Bills etc Disconnection/ Reconnection of Supply & Access to Consumer Premises Disconnection for non-payment & tampering Reconnection of Supply Access to Consumer Premises etc.
CUSTOMER SERVICE
Customer Enquiries/ Complaints Billing/ Metering/ Payment Related Customers can Visit Regional, District & Cash Offices Talk over telephone Interact through Web site Supply Related LT Customers can call 24/7 Service Centers Call Center: 1912 HT Consumers can call Control Room 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 1 TIER 2 Senior Commercial Executives For Commercial matters metering, billing, payments etc. District Engineer For Supply matters new connections, extensions, interruptions etc. Managers/ Sr Managers of Regional Offces TIER 3 Chief Manager, Customer Relations
Performance Standards 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 extensions Interruption of supply unplanned & planned Voltage complaints Meter problems Responding to Billing & Payment queries & complaints Overall Standards - these indicate the minimum level of service, which the consumers could expect from the utility. Data could be published for inter-utility comparison.
Enhanced Customer Focus 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
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