technology showcase our promise to every customer

Technology ShowcaseOur Promise to every Customer…

Develop – Deliver – Delight

Outline

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• Initial Challenges – 2002• Stakeholders’ & their Expectations• Reforms Strategy• Operations Digitisation• Business Process Digitisation• Customer Services Digitisation• Way Forward

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Initial Challenges – 2002

Regular Power Cuts, Black Outs & Brown Outs

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 customer base complaints pending in filesErroneous Customer Database – 50% of customers had some form of an error

Absence of Customer Relationship approaches – virtually no emphasis on customer comfort

No Digitization- Limited Computerization / Absence of CRM for tracking and monitoring of Customer Complaints

Nothing moved unless long hours were spent standing in queues

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Stakeholders & their Expectations

Regulator(DERC)

• Operational Excellence

• Consumer Satisfaction

• Affordable Tariffs

• Sectoral Subsidy Elimination

• Ethical, Safe and Environmental Friendly Practices

Consumers

• 24X7 Supply

• Affordable Tariffs

• Ethical, Safe and Environmental Friendly Practices

• Error Free and Timely Services

• Proactive Communication

Community Business Associates

• Support to local communities

• Ethical, Safe and Environmental Friendly Practices

• Ethical and Safe Practices• Timely Payment• Proactive Communication• Long Term Association

Requirement of Enhanced Consumer Satisfaction while following Ethical, Safe and Environmental friendly operations

A new dawn on 1st July 2002…

Birth of North Delhi Power Limited, now known as Tata Power Delhi Distribution Limited…

Right from the the first ray…

Taking new challenges “head on”...

Unflinching Reforms ….Despite Public Resistance

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Improving Reliability and Quality of Power - Network / System Revamping -Run-Repair-Replace Options – CAPEX Plan Preparation - Roadmap for Network Reliability & N-1 Redundancy

State of Art IT Interface for enhanced Consumer Services and Revenue Protection - Automation & IT Roadmap

Understanding Customer Needs and Requirements - Customer Satisfaction Survey - Participation of Society / Meetings with Stakeholders

Commercial Process Reengineering – an industry first! - 9 Module RCM - Consumer Segmentation

Performance Measurement and Management - Peer Competition through Monthly Score Cards - Roles & Responsibilities through specific JDs & KRAs of individuals

Establish TATA Brand Image - Govern in the psyche of the Employees by Developing a Sense of Assurance - Social Audit and Corporate Sustainability

Reforms Strategy

Focus on leveraging technology for effecting disruptive change in Customer Experience

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Technology Roadmap

2002-04- All grid substation Panels and relays old and non communicable- All grid substations manned .No data at Load dispatch center

2005-07- Sub Station Automation - Fibre Communication Infrastructure- Geographical Information System

2007-09- SCADA & BCC for Disaster Management- Integration of GIS –DMS - Integration of SAP ERP for Work management

2009-12- DMS & DA - SAP ISU Integration- OMS - ISO 27001 Certification

2013-17- Advance DMS application- Integration with AMI- Automated Demand Response- Field force Automation

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Network Revamping

Then

12

Network Revamping

Now

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Operations Digitisation – Grid Substation Automation

Then

Manual Communication during Outages

Longer Power Cuts

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Operations Digitisation – Grid Substation Automation

Now

Central Command Centre

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Operations Digitisation – Grid Substation Automation

Now

Fully Automated Unmanned Grids

Remote Monitoring & Control

24x7 Power Supply

Sixty Seven (67) 66/11 KV & 33/11 KV Unmanned Automated Grid Substations catering to TPDDL Peak Demand of 1700 MW

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Operations Digitisation – Grid Substation Automation

RG-3 SUB Ring 1STM 4 Σ2

2

2 2

2

2

Σ

Σ

RG-5

PUSA ROAD

RANIBAGH GRID

Saraswati garden

NARAYANA PH-I

CORE RINGSTM 16

FIBER RING - TPDDL

RANIBAGH CCC

NEW ROHTAK ROAD

Σ Σ

Σ

Σ Σ

Σ Σ Σ

Σ

Σ

Σ Σ Σ

Σ Σ

Σ

Σ

Σ

Σ

Σ Σ

Σ Σ

2

Σ

Σ2

Σ Σ

Σ

Σ

Σ

WZP-II

INDER VIHAR

AZAD PUR

WAZIRABAD

CIVIL LINES

SARASWATI GARDEN

PANDU NAGAR

VSNL

S PARK

KESHAV PURAM DO

ROHTAK ROAD

RAM PURA

TRI NAGAR

ASHOK VIHAR H BLOCK CCC

GULABI BAGH SHEHJADA BAGHSHAKTI NAGAR DO

GTK Grid

SHALIMAR BAGH

PITAM PURA DO

PP III

PP II

MGP-II

INDER PURIHUDSON LINES

WZP-I

ASHOK VIHAR GRID

MGP-1

Σ2

RG-IVRG-22

RG-23

BAWANA GRID-6

POOTH KHURD GRID

BAWANA WATER WORKS and Bawana DO

DSIDC A7, NARELA

DSIDC1 NARELA

RG-1

PP-1

HDR’PUR

SGTN

JAHANGIR PURI

AIR KHAMPUR

BADLI

RG-6

RG-II

Fiber Sub RingFiber Main Ring

Σ Grids2 Enterprise DATA Σ2 Enterprise and Grid

VSNL VSNL Gateway for internet

RAMA ROAD Σ

Σ2

Σ2

Σ2

Σ2

Σ2

2NARELA DO

DSIDC2 NARELA

SUB Ring 3STM 4

SUB Ring 2STM 4

SUB Ring 4 STM 4

SUB Ring 5STM 4

Entire TPDDL network over Six Rings covering all grids to serve system operations and other applications

Now

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Business Process Digitisation

Then

Manual Processes Erroneous BillsPending New Connections

Tedious Processes with complex documentation and accounting

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Business Process Digitisation

Now

Integrated GIS-SAP-SCADA-DMS-OMS

GIS

Survey

Digitization

Redlining

SAP-PMDesign Manager

Asset Management

SCADAOperations

Managem

ent

DMS

OMS

Vehicle Tracking

Field Automation

Consumer Indexing

Consum

er M

anagement

SAP-ISU

All Customer interactions and processes automated for providing Best-in-Class services

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Business Process Digitisation

Now

All Customer interactions and processes automated for providing Best-in-Class services

Instant Service at Doorstep Integrated Web Services for Desktops & Handheld Devices

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Customer Service Digitisation

Then

Long Queues Frequent Manhandling

Unhappy Customers

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Customer Service Digitisation

Now

State-of-the-Art Integrated Customer Care Centres

Integrated Outage Management System

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Customer Service Digitisation

Now

Integrated GIS-OMS-SCADA-CRM

OMS

Information of an

OutageSCADAGIS

Details of the customer &

Customer Count

SAP - CRM

Details like repair history, Crew comments, ETR also

visible at SAP-CRM

Outage status updated on TPDDL website with estimated

time of restoration

Interactive Voice Response(IVR) system

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Turnaround Snapshot

Parameter Unit Jul 02 Mar 15 % changeOperational Performance

AT&C Losses % 53.1 9.87 81%System Reliability – ASAI -Availability Index % 70 99.96 43%Transformer Failure Rate % 11 0.77 95%Peak Load MW 930 1704 83%Length of Network Ckt. Km 6750 13006 93%Street Light Functionality % 40 99.57 149%

Consumer Related Performance New Connection Energization Time Days 51.8 4.6 91%Meter Replacement Time Days 25 3 88%Provisional Billing % 15 2 87%Defective Bills % 6 0.12 98%Bill Complaint Resolution Days 45 6 87%Mean Time to Repair Faults Hours 11 1.34 88%Call Center Performance - Service Level % - 91  Payment Collection Avenues Nos. 20 6725 33525%Consumer Satisfaction Index % - 84  

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Way Forward – Changing Customer Expectations

Ever increasing dependency on electricity & technology!

Customers Expect Instant Gratification

Shift towards value based

buying

Greening of the Consumer

Customer Empowerment

Desire for Self Service

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Emerging Mega Trends

Big Data getting bigger! Cloud computing getting personal!

Wearing your own device becoming a hygiene!

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Emerging Mega Trends

Intelligent Electronic agents! Mobile Applications galore!

Smart Homes! Smart Cars! Smart Appliances!

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Way Forward – Smart Grid Technologies

Getting Future Ready for effecting another Orbit Shift!

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Future Technologies @ TPDDL

Grid Connected Solar Rooftop PV Electronic Vehicle Charging

Mobile based Home Automation

Thank You