technology showcase our promise to every customer
TRANSCRIPT
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
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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