syndicate shehzad
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START IN THE NAME OF ALLAH, THE MOSTBENEFICENT AND THE MOST MERCIFUL
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PAKISTAN
WATER AND POWER DEVELOPMENT AUTHORITY
88TH JUNIOR MANAGEMENT COURSE(30.05.2011 TO 30.07.2011)
PRESENTATION ON
IMAGE OF OPERATION SUB DIVISION OF DISCOS IN PUBLIC: SUGGESTIONS AND
CONCRETESTEPS FOR IMAGE BUILDING
PRESENTED BY
1. SHAHZAD ALI MEMON GROUP LEADER
2. ENGR. TANVEER AHMED SHAIKH MEMBER
3. MUNIRULLAH SHAH MEMBER4. ENGR. AMEER AHMED MEMON MEMBER
5. ENGR. IHSAN ALI MEMBER
WAPDA ADMINISTATIVE STAFF COLLEGE
ISLAMABAD
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ACKNOWLEDGEMENT
The successful completion of this assignment is indebted to theGrace of ALLAH the Almighty who has always been beneficent tous and creator of all human being.
We dedicate this effort to our beloved parents.
We are especially thankful to honorable Course Director Mr. AliAnwar Burriro for his valuable guidance and encourgment.
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OUTLINES
INTRODUCTION LOAD SHEDDING & ITS IMPACT ON LIFE POOR CUSTOMER SERVICES
LACK OF RESOURCES ELECTRICITY THEFT & LINE LOSSES OVER BILLING RECOVERY PROBLEMS
CONCRETE STEPS FOR IMAGE BUILDING SUGGESTIONS CONCLUSION
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SHAHZAD ALI MEMON
ASSISTANT MANAGER (HR)JAMSHORO POWER COMPANY
(GENCO I)
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DEFINATION
IMAGE: Conception orGeneral thinking
IMAGE BUILDING: Improving generalconception
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IMAGE OF OPERATION SUB-DIVISIONS OF DISCOS
Negative
Disputed after knowing the dynamics
Attributed with load shedding
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CAUSES OF NEGATIVE IMAGE
Load shedding
Over Billing
Poor customer services
Frequent increase in tariff
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CAUSES OF NEGATIVE IMAGE.contd
Low voltage
Corruption
Inequity with consumers
Late response to consumercomplaints
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LOAD SHEDDING
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LOAD SHEDDINGMyth & Reality
It is country wide scenario
Demand of country 17500 MW
Supply in country 11000 MW
Deficit 5500 MW
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MAJOR CAUSES OF LOADSHEDDING
Circular debt issues
Improper maintenance of generationunits
Non-commissioning of mega projects
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IMPACT ON LIFE
People can hardly work with planning
Social gatherings are affected
House chores remain disturbed
School work suffers.
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IMPACT ON LIFE.contd
Voltage fluctuations damage homeappliances
Worries of patients in hospitalsmultiply
Over billing disturbs budget
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MUNIRULLAH SHAH
ASSISTANT MANAGER COSTING
NPCC ISLAMABAD
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POOR CUSTOMER SERVICE
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POOR CUSTOMER SERVICE
Bills for Rural areas are left at singlecentral location
Customer service centers in Ruralsub-divisions are devoid of staff
Complaint Registers are not properlymaintained
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POOR CUSTOMER SERVICE.contd
Complaint centers dont havesufficient maintenance equipment toentertain complaint well in time
Customers have no concern with lackof equipment
It is sole responsibility of sub-division
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POOR CUSTOMER SERVICE.contd
Poor installation of energy metersvulnerable for tempering
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POOR CUSTOMER SERVICE
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POOR CUSTOMER SERVICE
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POOR CUSTOMER SERVICE
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POOR CUSTOMER SERVICE (contd..)
Telephone calls of consumers are notproperly attended
No regular line patrol/rectification
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LACK OF RESOURCES
There should be one or two light vehicle for transportation. Complaint centre linemen and meter readers use own
motorcycle transport or walked. The trouble center lineman carries only his hand tools when
called out.
80% incidents with linemen occur due to falls. Lack of protective equipment for linemen. Lack of climbing belts and grounding sets. Inadequate for preventing electrocution. Climb near energized conductor. Work without proper work permits preventing lines from
being re energized. Inadequate training in safety practices at linemen training
schools.
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ENGR. IHSAN ALI
SDO OPERATION PESCO
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THOSE WHO STEAL
POWER, THEY STEAL
OUR COMFORT.
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ELECTRICITY THEFT
People dont mind paying Rs.10000/for installation of Air-conditioner butare reluctant to pay Electricity Bills
This category of consumers indulge inwide spread theft with or without
involvement of operation sub-divisionstaff
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ELECTRICITY THEFT.contd
Electricity Theft/ line losses occurwhere transmission line are dispersedwidely
The problem is compounded by tubewell owners pilferage and Rural
electrification
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ELECTRICITY THEFT.contd
Technical Losses:
Technical losses are causedwhenever powers is transmittedbetween two points due theresistance of the line, transformationof voltage in transformers, isolators,connectors and other electricalequipment
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ELECTRICITY THEFT.contd
Technical losses can never be reducesto zero, because electricity alwaysgenerates some heat when it flows,
there by cause losses.
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ELECTRICITY THEFT.contd
Modes of Technical Losses:
11 KV Bus Bar losses
11 KV Feeder losses
Transformer losses
Iron losses
Copper losses
Losses due to unbalancing of transformers Losses due to substandard jumpers
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ELECTRICITY THEFT.contd
L.T line losses
Losses due to old PVC service cable
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ELECTRICITY THEFT.contd
Non technical losses:
Pilferage of electricity
Administrative error in metering and billing
The estimate of non technical losses varybut these are at least one third of totaldistribution losses.
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ELECTRICITY THEFT.contd
Two major external causes:
Power tariffs have increased four foldduring the last decade
Shifting pattern of electricityconsumption from industrial todomestic consumer
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ELECTRICITY THEFT.contd
Modes of non-technical losses:
Non-replacement of sub-standard sluggishmeters
Wrong billing /meter reading
Direct supply
Meter tempering
Tilting/ unbalancing the meters Burning of potential coils
Use of dimmer
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ENGR. AMEER AHMEDMEMON
SDO OPERATION
HESCO
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OVER BILLING
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OVER BILLING
Due to negligence of staff.
Corruption of meter reading and billing staff.
Bogus adjustment.
These mischief's of meter readers ultimately spoil the
image of operation sub division. Errors in recording.
Delays in recording.
Over writes on the reading list which compelledconsumers to pay more than the actual amount of
consuming electricity. NEPRA policy requires that the consumer have at least
seven days from receipt of bill to complete payment tooperation sub divisions.
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OVER BILLING( Cont..) Bills have been delivered on or even after due
date. Consumers have to pay late surcharge on cost of
lazy approach of bill distributors. Many customers are poorly educated and have little
understanding of bills presented to them everymonth.
The bill adjustment is lengthy and cumbersome,discourages the customer from seeking anyamendment in the bill.
Pushing consumers into a high tariff slab.
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OVER BILLING( Cont..)
Big defaulters are spared inspite ofhuge liabilities outstanding againstthem due to having political support
or influence. Meter readers play havoc with
consumers by declaring their meteras defective.
Meter readers are largely responsiblefor non technical losses.
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RECOVERY PROBLEMS
Major Causes:
installment cases are ignored or notbeing watched properly
Non availability of bank scroll receiptat subdivision
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RECOVERY PROBLEMS
.contd
Assistant manager (CS) offices aretoo far to get the bills corrected
Economic cycle of agricultureconsumers causes delay in paymentof electricity bills and if the landlordsare pressed to pay the bill; they usepressure technique against AssistantManager Operation sub division whichultimately affects the timely recovery
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RECOVERY PROBLEMS
.contd
Non cooperation of law enforcingagencies.
Political and social influences compelassistant manager operation subdivision to compromise his
dutifulness.
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ENGR. TANVEER AHMEDSHAIKH
SDO CIVIL
RBOD-I PROJECT LARKANA
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CONCRETE STEPS FOR IMAGE
BUILIDING
Quantify the exact areas of theftand start mapping.
The mapping would give the neededareas to focus.
Devise action Plan.
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STEPS FOR IMAGE BUILIDING
.contd
The complaint of the consumer should beattended on a single call.
There should be at least two line menalways ready to attend the complaints.
Telephone numbers printed on electricitybills should be attended vigilantly.
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STEPS FOR IMAGE BUILIDING
.contd
The line man should be providedmotorcycles and mobile phonefacilities to attend the complaints
without any delay.
Political influence needs to be
minimized.
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STEPS FOR IMAGE BUILIDING
.contd
FIR should be registered by the SDOagainst the employees (thieves) whosteal transformers, cables and energy
meters.
Rehabilitation of HT and LT line
should be carried on top priority basisto minimize technical losses.
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STEPS FOR IMAGE BUILIDING
.contd
Over loaded and lengthy lines shouldbe bifurcated and conductors bereplaced with proper size.
Jumpers should be proper i.e havingjoint sleeves and P.G conductor.
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STEPS FOR IMAGE BUILIDING
.contd
Also capacitor be installed immediatelyafter caring out the analysis of HT/ LT lineto improve the power factor which will helpin decreasing the line losses.
Periodic checking re-calibration andreplacement of energy meters installed atthe connection having load up to 40 KW be
in forced every three years which will addbetter results towards line losses reduction.
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STEPS FOR IMAGE BUILIDING
.contd
Prompt replacement of faulty and oldenergy meters.
There should be uniform policy ofrecovering the outstanding amount.
A representative of AM (CS) shouldbe deputed in the subdivision tomake provisional correction of bills.
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STEPS FOR IMAGE BUILIDING
.contd
Meter reading should be carried outon proper time with adequate staff.
Customers meter reading cards maybe provided to all customers formaking entries by the meter readers.
Procedure of new connection besimplified.
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STEPS FOR IMAGE BUILIDING
.contd
In case of meter being defective, thecustomers should be charged / billedthrough computer on the basis of
average consumption precedingtwelve (12) months.
The detection bill should be imposedon the culprits instead of the innocentcitizens.
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SUGGESTIONS
The disciplinary proceedings beinitiated against the corrupt officersas well as employees in the interest
of justice.
Computerized data management
programs should be maintained atsub divisions level.
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SUGGESTIONS
.contd
Salary structure be made rational andcomparable with other organizationssuch as PTCL etc.
Performance oriented incentives beintroduced to WAPDA/PEPCO
employees.
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SUGGESTIONS
.contd
The tariff of the electricity is veryhigh for majority of poor peoplewhich should be rationalized to avoid
temptation to consumers towardspilferage of energy.
WAPDA/PEPCO police should beintroduced like in railway.
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SUGGESTIONS
.contd
The customer service centers shouldoperate round the clock in the subdivision office.
Additional staff with proper trainingrelated to one window operation
should be posted at every centre.
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SUGGESTIONS
.contd
Burnt meter cases may be dealt withpromptly by affecting replacementand the cost of meter, if required, be
recovered through energy bills.
A separate vehicle equipped withwireless set should be providedexclusively for the use of one windowoperation centre.
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CONCLUSION
Operation sub-division is a window ofPEPCO/ WAPDA, where from theperformance of whole department can
be judged by public.
Generally, the public image ofoperation sub-divisions of Distributioncompanies is not positive due to theaforementioned complex issues.
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CONCLUSION
.contd
PEPCO has to take concrete steps fornot only purchasing and generatingmore power to meet demand but also
vigilantly manage the humanresources of operation sub-divisionsof Discos as there are a good numberof public complaints against the staff
and their services otherwise theImage Building would remain adream.
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