praveer sinha ceo & md, tata power - ryerson university · 2020-04-26 · tata power –ddl:...

Private & Confidential

Praveer SinhaCEO & MD, Tata Power


From where it all started…


Leaving With Few Questions to Ponder Over…On The Challenge of Reform in New Delhi ..

Why did Indian SEBs* perform poorly as commercial entities, and how were they politicized?

What channels of collusion and corruption existed between Indian SEBs, their customers, and local government?

Who were the key stakeholders supporting and opposed to privatization? How were the concerns of opponents neutralized??

What are the key activities and responsibilities of regulatory institutions for utilities? Why are regulatory institutions important – why are these

activities not under the government’s purview?

What were the a) key risks and b) key opportunities to privatizing the DVB#

a. For the Delhi government? b. For Delhi residents?c. For investors?

*State Electricity Boards; #Delhi Vidyut Board


51:49 Joint Venture of The Tata Power Company Limited

(Tata Power) and

the Government of Delhi in License Area: North and North West Delhi (510 sq. km)

“To be the most trusted and admired provider of reliable, competitive and sustainable power and services, using technology and innovative

solutions and be the utility of choice for all stakeholders”

Beginning of New Era….


Improving Reliability and Quality of Power - Network / System

Revamping o Run-Repair-Replace Options – CAPEX Plan Preparation o Roadmap for Network Reliability & N-1 Redundancy

1

State of Art IT/OT Interface for enhanced Consumer Services and

Revenue Protectiono Automation & IT Roadmap

2

Understanding Customer Needs and Requirementso Customer Satisfaction Survey o Participation of Society / Meetings with Stakeholders

3

4 Commercial Process Reengineering – an industry first!

o 9 Module RCM o Consumer Segmentation

5 Performance Measurement and Managemento Peer Competition through Monthly Score Cards o Roles & Responsibilities through specific JDs & KRAs of individuals

6 Establish TATA Brand Imageo Govern in the psyche of the Employees by Developing a Sense of Assurance o Social Audit and Corporate Sustainability

Reforms Strategy

Focus on leveraging technology for effecting

disruptive change in Customer Experience


we believe in ……..

MAKING A DIFFERENCEParameter Unit July ‘02 March‘18

% change

OPERATIONAL PERFORMANCE

AT&C Losses % 53.1 8.40 85%

System Reliability – ASAI -AvailabilityIndex

% 70 99.67 42%

Transformer Failure Rate % 11 0.71 95%

Peak Load MW 930 1852 85%

Length of Network Ckt. Km 6750 15378 128%Street Light Functionality % 40 99.41 150%

CONSUMER RELATED PERFORMANCE

New Connection Energization Time Days 51.8 2 96%

Meter Replacement Time Days 25 2.09 92%

Provisional Billing % 15 0.65 94%

Defective Bills % 6 0.34 98%

Bill Complaint Resolution Days 45 2 95%

Mean Time to Repair Faults Hours 11 1.3 87%Call Center Performance - Service Level % - 94Payment Collection Avenues Nos. 20 6725 33525%

Consumer Satisfaction Index % - 91

OTHERS

Capex (Cumm) Mn USD 187 1060 467%

ConsumersCount

Mn0.7 1.7 143%

Employees Count 5600 3283 41%

AT&C Loss Reduction

Consistently Exceeding Targets

• The cumulative savings to Delhi Government has been nearly Mn USD 9000 due to Delhi Discoms andMn USD 3400. on account of TPDDL. This has allowed the Government to utilize funds in otherinfrastructural development activities such as Metro rails, building elevated roads, flyovers,education support and social support.

• The total benefit of reduction of losses was passed on or used to offset the increase in procurementprice of power and benefit of this was passed to the consumers of Delhi by keeping power tariff low.

• Initial investment of USD 57 Mn out of which TPC is USD 29 Mn and USD 28 Mn by GONCTD• Payout out of cumulative dividend of USD 107 Mn (out which USD 55 Mn to TPC & USD 53 Mn to

GONCTD)

47.6 45.3540.85

35.3531.1

22 20.35 18.68 1713 12.5 11.5 11 10.8 10.5 10.4

47.7944.86

33.79

26.5223.73

18.56 16.74 15.16 13.75 11.49 10.78 10.5 9.78 8.88 8.59 8.40

10

20

30

40

50

60

FY 03 FY 04 FY 05 FY 06 FY 07 FY 08 FY 09 FY 10 FY 11 FY 12 FY 13 FY 14 FY15 FY16 FY17 FY18

Tata Power -DDL Loss Reduction Trajectory from 2002-03 to 2017-18

DERC Target Actual

One of the Most Successful Private Power Distribution Utility

Transformation At Glance…


Support by Big

Data Analytics

Front runner in Technology Implementation to improve

efficiency and consumer service delivery

Integrated

CRM system

Firsts at Tata Power - DDL

Edison Award 2008 for GIS Implementation


Lower No Current Complaints

Better Reliability Assessment

Estimated Restoration Time

Outage Prediction at Equipment level

Integrated GIS-OMS-SCADA-CRM

GIS

Details of the customer &

Customer Count

Information of an Outage

Details like repair history, Crew comments, ETR also

visible at SAP-CRM

OMS Integrated Monitoring

Interactive Voice Response (IVR) System

SAP - CRMOutage status updated on TPDDL website with estimated time of

restoration

Tata Power – DDL Initiatives


Slums Around Tata Power-DDL Area: Context

Life in a SLUM 223 JJ clusters / Resettlement colonies under TPDDL area(90% on public land*)

Approx. 1 Million Residents in these slums

Primary occupation of residents - Daily wage earners,factory workers, rickshaw pullers, domestic help, hawkersetc. doing menial jobs to sustain their families.

Demographic Profile: Lack of Pure Drinking Water

Inadequate Sanitary facilities–unhygienic conditions(22% still do not have lavatory facility* )

Lawful electricity to more than 200 ThousandHouseholds provided by TPDDL

TPDDL working consistently on improving quality of Lifefor JJ residents : through CS interventions

* Source: Urban Slums in Delhi, 2012, DIRECTORATE OF ECONOMICS & STATISTICS


Taking Care of Bottom of Pyramid


HIGH END consumers who stole because of

Challenge of tackling low end slum consumer who were stealing for

Abandoned & neglected Segment

Low paying capacity

No ownership proof

Unsafe electrical network –Direct

hooking's

Political patronage-Vote bank

Low trust with utility

AT&C loss reduction thru Innovative business case by providing

“Identity”, “Affordability” &“CSR Interventions”to win over the Slum dwellers

Trigger for Innovation

Generating Smiles

Special Consumer Group

Social Innovation Group

TPPDL started Initiatives for• Health Care• Employment • Employability• Education• Entrepreneurship


Overcoming Challenges in Supply of Electricity in Slums

1. No Property Ownership Record/Document

2. High Theft & High Hooking Practices

3. Low Paying Capacity4. Non Affordable Bill and

delivery of bills

5. Trust/ Relationship Building and Facilitation

Making New Connection affordable for the Slum

Cluster(SCG) consumers

1000+ Instant camps heldfor same day Meter installation.

Reduced New connectioncharges more than 50 % :From Rs. 3600 to Rs. 1550

Upfront payment Rs 350/-balance 24 EMI of Rs. 50.

Incentive of Accidentalinsurance cover of Rs 1 lac formetered connection.

Waiver of old unidentifiedand unclear dues

Socializing Risks and Cost

Technological Solns. for Safe Electrification

and Metering

Safe Electrification using LT ABC & Armored cables.

Customized Metering :

o Individual Meter

o Group metering

o Cubicle Metering

o Pole & Split Metering arrangements

Regular removal of hooking's.

Indexing of JJ Cluster Door to door indexing &

marking SCG Jhuggi’s Nos.

Indexed 1,80,000consumers

SCG Sequence Number :functional address forservicing the consumers.

GIS map from the indexeddata.

MLA Letter/Affidavit : Proofof occupancy

Ministers & MLA’s asambassador of change.

Billing for SCG Consumer

Introduced Monthly Online Spot Billing to ensure 100% delivery of bills on same day.

Due dates matching with salary/wage dates

Instant onsite billing clarifications if any.

Advocated subsidy of Rs. 1 per unit of electricity for low consumption

Pradhan Meet Like RWA meets, Pradhan

meets has been organized Information on Safety,

consumer centric and CSRinitiatives of the companyhas been shared

Approx. 300 Pradhan'sparticipated in thesemeets.

Spreading message incommunity


Blood Donation

Drug Deaddiction

Camps

Tree PlantationHarit-ek-Pahal

Mobile Dispensary

van

Vocational Training

Adult Literacy Center for

Women

Tutorial Centers

Helping the Special AbledAwareness

Campaigns

Commitment to Affirmative

Action - E,E,E

Warm Clothes Donation

Support to Child Homes

Reaching out to People in Licensed Area through various Initiatives

Tata Power – DDL: Social Innovation

In a free enterprise, the community

is not just another stakeholder in

business, but is in fact the very

purpose of its existence- (Jamsetji

TATA).

We need to give back to the society

manifolds than what we get from it-

(JRD TATA).

Enhancing human excellence and

improving the quality of life is our

endeavor- (Tata perspective on CSR).

Guiding Principles


INTENT

Imparting Computer based functional literacy to the illiterate women residing in JJ Clusters/ Resettlement colonies/ Villages through 350 Women Literacy Centres.

UNNATI - Women Education


INTENT

• Imparting training in various skill generation trades to the underprivileged youth and school dropouts.

• Providing tutorial classes to support supplementary education needs of children from Class 1 to 10.

UNNATI - Vocational Training Programs Cum Tutorial Classes


UNNATI - Abha (Earn While Learn)

Engagement in Commercial

activities

Each Abha aligned with 250-300

consumers

Leading Ladies –25-30 Abha’s

aligned

Improved Parameters –

CDI/AT&C/ Safety Index

Social and Financial Empowerment for

Slum Women

Consistent and Regular Training and Feedback

A Successful and Sustainable Social Innovation

Then Now

Slum Women Emerging Leader

5 841 1000


SANJEEVANI- Providing Potable Drinking Water

INTENT

To provide clean drinking water at Govt. Schools, JJ Clusters & resettlement Colonies.


SANJEEVANI - Mobile Dispensary

INTENT

Providing basic health services to communities residing in JJ clusters/Resettlement Colonies where finding qualified doctors and affordable apt health facilities is a

distant dream.


SANJEEVANI - De-Addiction Camps

INTENT

Disseminating awareness about ill effects of drug addiction and free distribution of medicines.


75045 84959

64911 172295347912

411126 420006 430000

75045160004

224915397210

745122

1156248

1576254

2006254

0

500000

1000000

1500000

2000000

2500000

FY 11-12 FY 12-13 FY 13-14 FY 14-15 FY 15-16 FY 16-17 FY 17-18 FY 18-19*

Social Innovation-Overall Beneficiaries

No. of beneficiaries(YTM) No. of beneficiaries (Cum.)

Creating a Business Case

Social Innovation has benefitted 2 Mn People till date and has improved the

overall business for Tata Power-DDL

http://www.tatapower.com/

mailto:[email protected]

praveer sinha ceo & md, tata power - ryerson university · 2020-04-26 · tata power –ddl:...

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