BSES (2)

RESEARCH ON CUSTOMER SATISFECTION

In

BSES Rajdhani Power Limited

SUMMER INTERNSHIP PROGRAM PROJECT REPORT

Prepared by:

RAVI KUMAR

Under the Guidance of:

Pro. NEERJA ARORA

In partial fulfillment for the award of the degree

of

Post Graduation Program in Management

INDEX

1. Acknowledgement 2. Declaration 3. Preface 4. Glossary 5. Executive Summary 6. History of Electricity in Delhi 7. Introduction—BSES

7.1 Brief Description 7.2 BRPL 7.3 Vision 7.4 Mission 7.5 Corporate Governance 7.6 Values

I. Shared Values II. Six Principles

III. Believes in Consumer Rights

7.7 Achievement 7.8 Awards and Recognition 7.9 Organizational Chart 7.10 Geographical Structure 7.11 Customer Profile 7.12 Services Profile

I. Power Supply II. Customer Care Center

III. Call Centre IV. Bill Payment

a) Bill Payment Kiosk b) Bill on Email c) Credit Card/Net Banking d) BSES Counter e) Cheque via Mail f) Drop Boxes at Metro Station g) ITZ Cash h) Pay By Phone i) Oxizen and Oxicash j) Easy Bill k) Suvidha l) Jeeven

7.13 Customer Relationship Management 7.14 Corporate Social Responsibility 7.15 Public Awareness

I. Useful Tips a) Energy Conservation b) Safty

II. Consumer Rights and Obligation III. Consumer Awareness on Modern Technology

7.16 Initiative Undertaken

IV. IT Integration A. SCADA Implementation B. DMS Implementation C. MRI—Meter Reading Instrument

a) AMR b) CMRI c) PDS d) Manual Reading

D. SAP IS-U R3

E. Lotus-Notes F. Oracle 8i G. GIS—Geographical Information System

V. Operational VI. Meter Related

VII. Bill Payment Related VIII. Supply and Streetlight Related

IX. H R Initiative A. Training and Development B. Careers Opportunity

a) Recruitment b) Induction

X. Initiative for Training of Electrician

8. DSM Improvement

9. PROJECT

9.1 Research Objective 9.2 Scope and Limitation 9.3 Research Methodology

i. Research Design ii. Questionnaire Design

iii. Sampling and Field Work Plan iv. Data Collection--Survey v. Data Analysis/Interpretation

9.4 Recommendation 9.5 Finding 9.6 Annexure 9.7 Appendices

ACKNOWLEDGEMENT

We feel great pleasure to submit this project as the culmination of our teachers as well as our effort of eight weeks. This is the step towards the path leading to our “Bright future”.

This project required hard work, sincerity and devotion, which we tried at our best to put in the form of this report and in turn gained lot of knowledge and confidence from this project.

We are deeply thankful to Mr. Anuj Agarwal (Assist. Vice President) and Mr. Brijesh Jha (Sr. Manager), Customer Care Department, BSES Rajdhani Power Limited, Nehru Place, New Delhi for enlightening us by their knowledge, experience and has helped us in solving our queries even at the oddest hours. They have been a consistent guiding source of illumination for us. It entirely goes to their credit that the project has attained its final shape. We would like to thank them for their valuable advice and guidance.

Lastly, we would like to thank all the DGMs, Customer Care Officers and other staffs of divisions and all staffs of Customer Care Dept. at Nehru Place head office of BSES in New Delhi, who helped us to complete the survey for BRPL. We are also thankful to our mentor Prof. Neerja Arora and other faculty member of our college, family members and friends, without their consistent support this project would not have been completed.

Ravi Kumar

PGPM 1ST Year

UnitedWorld School of Business

Declaration

I Ravi Kumar undersigned, hereby state that this report entitled “Research on Customer Satisfaction” is a

genuine work prepared by me under the esteemed guidance of Prof. Neerja Arora .

This project report is done for the partial fulfillment of the “POST GRADUATE PROGRAM at UNITEDWORLD

SCHOOL OF BUSINESS”.

PREFACE

The project has an objective to make management student familiar with real life business situation and gives an

opportunity to the student to understand the concepts of marketing in practical way.

I extremely happy to present the report before our respected teachers. The project report entitled “RESEARCH ON

CUSTOMER SATISFACTION” for “BSES Rajdhani Power Limited, New Delhi” is to correlation with past and present

scenario.

The project work was really a great challenge to me, it gave me an opportunity to go through and analyze the entire

situation. I tried with great enthusiasm and dedication to explore the truth & realty regarding the customer satisfaction

and understanding the actual level of services at the customer end.

Glossary

1) AMR---------Automated Meter Reading 2) APDRP—Accelerated Power Development and Reform Program 3) ARR-----Aggregate Revenue Requirement 4) ATE—Appellate Tribunal for Electricity 5) A T & C Losses----Aggregate Technical and Commercial Losses 6) BOOT-------Build-Own-Operate-Transfer 7) BRPL-------BSES Rajdhani Power Limited 8) BSES-------Bombay Suburban Electricity Supply 9) BST—Bulk Supply Tarrif 10) BTPS—Badarpur Thermal Power Station 11) BYPL------BSES Yamuna Power Limited 12) CAGR—Compounded Annual Growth Rate 13) CCO—Customer Care Officer 14) CEA—Central Electricity Authority 15) CGRF-----Consumer Grievance Readdressal Forum 16) CGS—Central Generating Station 17) CISF—Central Industrial Security Force 18) CPRI—Central Power Research Institute 19) CTI--------- Computer Telephony Integration 20) DDA—Delhi Development Authority 21) DERA—Delhi Electricity Reform Act 22) DESU------Delhi Electricity Supply Undertaking 23) DERC----Delhi Electricity Regulatory Commission 24) Discom---Distribution Company 25) DMRC—Delhi Metro Rail Corporation 26) DPCL—Delhi Power Corporation Limited 27) DPPG—Delhi Power Procurement Group 28) DPR—Detail Project Report 29) DSM-------Demand Side Management 30) DT—Distribution Transform 31) DTL—Delhi Transmission Corporation Limited 32) DVB-------Delhi Vidyut Board 33) EBPP------ Electronic Bill Payment and Presentment 34) EHV—Extra High Voltage 35) EMS-------- Energy Management System 36) FEMS------- Financial Energy Management System 37) Gencom---Generation Company 38) GIS---------- Geographic Information System 39) GONCTD—Govt. of National Capital Territory of Delhi 40) GPA—Gross Per Annum 41) HEP—Hydro Electric Project 42) HVDS—High Voltage Distribution System 43) IS------------- Information Systems 44) IT------------- Information Technology 45) IVR---------- Interactive Voice Response 46) JJ Cluster—Jughi Jopri Cluster 47) KV------------ Kilo Volt 48) KV Arh—Kilo Volt Ampere Resistance Hour 49) kWh--------- Kilo Watt hour (unit of electricity usage) 50) LDC—Load Dispatch Centre 51) MCD—Municipal Commission of Delhi 52) MDI—Maximum Demand Indicator 53) MIS---------- Management Information System 54) MoP-------- Ministry of Power 55) MRBD—Meter Reading and Bill Distribution 56) MRI-------- Meter Reading Instrument 57) MUs--------Million Units 58) MW-------- Mega Watt (a million Watts of power) 59) MYT-------Multi Year Tariff 60) NDPL—North Delhi Power Limited 61) NGO—Non Govt. Organization 62) NPCL—Noida Power Corporation Limited 63) NTPC—National Thermal Power Corporation Limited 64) OCR------- Optical Character Recognition software 65) OMS------ Outage Management System 66) PDS—Portable Downloading System

67) PLF-------- Plant Load Factor 68) PMS------- Plant Maintenance or Project Management System 69) PPA—Power Purchase Agreement 70) PPCL—Paragti Power Corporation Limited 71) SCADA----- Supervisory Control and Data Acquisition System 72) SEB ---------State Electricity Board (State-owned power distribution utility) 73) SLDC—State Load Dispatch Centre 74) SGS—State Generating Station 75) Transcom---Transmission Company 76) T&D--------- Transmission & Distribution 77) TCMS-------- Trouble Call Management System 78) WMS--------- Work Management System

Executive Summary

The report represents data analysis of research on customer satisfaction level for BSES . A survey was conducted for the primary data collection. Secondary research for exploring about company’s profile, its customer’s profile and overall offered service. And also find out the company’s structure. BSES Rajdhani Power Ltd. is a part of Reliance Anil Dhiru Bhai Group. BSES Rajdhani Power Limited (BRPL), a joint venture between BSES Limited and the government of NCT of Delhi had taken over the distribution of electric power in the area of South & West Delhi from Delhi Vidyut Board (DVB) on July 2002.

For administrative purpose, BRPL is split into 19 business units on the basis of number of consumers. The various consumer touch points include Consumer Care Centers, Complaint Centers, Consumer Call Centers to facilitate commercial process such as new connection, billing related queries, solving the complaints etc,.

BRPL distributes electricity in South and West Delhi with a registered consumer.

Master Plan, Governments commitment to make Delhi a world class City etc. While developing the business plan due weight-age has been given to facets such as reduction of AT&C loss, strengthening of existing system, automation, and routine up-gradation for development of distribution network with the aim to maintain a reliable and quality power supply to its consumer.

History of Electricity in Delhi

The position is that as per available records, the first diesel Power Station was established in Delhi in the year 1905 when private English Company by name M/s. John Fleming was given permission to generate electricity under the provisions of the Indian Electricity Act 1903. The above mentioned Company was given the responsibility both of generation and distribution of power in a limited manner. That Company after obtaining license under the provisions of Electricity Act 1903 had set up a small 2 MW Diesel set at Lahori Gate in Old Delhi. Later on, this very Company was converted as Delhi Electricity Supply and Traction Company. In the Year 1911, the power generation was augmented by Steam Generation Station. In the year 1932, the management of Central Power House was handed over to New Delhi Municipal Committee (NDMC). In the field of power generation and distribution, a major break through was achieved in 1939 when Delhi Central Electricity Power Authority (DCEPA) was established. This Company was responsible for the supply of power to the areas covered by Local Bodies, namely, the Municipal Committees of Delhi, West Delhi and South Delhi, the Notified Area Committees of Red fort, Civil Lines, Mehrauli, Najaf Garh, amd the District Board of Delhi. The supply of electricity to the Municipal Committees of Delhi-Shahdara and the Notified Area of Narela was done by different private agencies. In 1947 DCEPA took over a Private Limited Company by name Delhi electric Supply & traction Company Limited.

In the year 1951 the Delhi State Electricity Board (DSEB) came into existence and the responsibility of generation and distribution of electricity was taken over by DSEB from DCEPA.

After the promulgation of the Delhi Municipal Corporation Act 1957, the DSEB was dissolved and the functions of DSEB were taken over by Delhi Electric Supply Undertaking (DESU), which came into existence in 1958. After the formation DESU, the generation and distribution of electricity to all the areas of Delhi came under DESU.

The Delhi Vidyut Board (DVB) was a State Electricity Board set up in 1997 under the Electricity (Supply) Act, 1948,

succeeding the Delhi Electricity Supply Undertaking (DESU) which has existed since 1957 as a wing of the Municipal

Corporation of Delhi. It was an integrated utility with generation, transmission and distribution functions serving all of

Delhi except the NDMC and MES (Cantoment) areas to which it supplied power in bulk.

Delhi Electricity Board Regulatory Commission (DERC) was constituted in May 1999 whose prime responsibility was to

look into the entire gamut of existing activity and search for various ways of power sector reforms. The DERC is even

today a fully functional body which has since issued tariff orders for annual revenue requirement. Delhi Electricity Reform

Ordinance, 2000 was a body which was promulgated in October 2000 and notified in the form of an Act in March 2001. It

mainly provides for the constitution of an Electricity Regulatory Commission, unbundling of DVB into separate generation,

transmission and distribution companies and increasing avenues for participation of private sector.

This was followed with a Tripartite Agreement which was signed by the government of Delhi, DVB employees to ensure

the cooperation of stakeholders in this reform process.

Next, a two stage competitive bidding process of Request for Qualification (RFQ) and Request for Proposal (RFP) was set

into motion for privatization of the distribution companies.

The bidders were selected on the basis of reduction of total Aggregate Technical and Commercial of losses (AT & C) a

unique feature of the power sector reforms in Delhi. The bidders were required to bid on the basis of efficiency

improvement like reduction of AT & C losses that they achieve year wise over a period of five years.

DSEB—Delhi State Electricity Board

DESU—Delhi Electricity Supply Undertaking

DVB—Delhi Vidyut Board

TRANCO—Transmission Company

GENCO—Generation Company

DISCOM—Distribution Company

IPGCL—Indarprastha Power Generation Company Ltd.

DTL—Delhi Transmission Ltd.

DVB

GENCO TRANSCO DISCOM

DTL IPGCL BRPL BYPL

DSEB

DESU

WELCOME TO BSES

7. INTRODUCTION

7.1 Brief Description

BSES (Bombay Suburban Electricity Supply) is the part of Reliance ADA GROUP. BSES-Delhi is the privatization of Delhi’s power sector and unbundling of the Delhi Vidyut Board in July 2002, the business of power distribution was transferred into two distribution companies (Discoms) BSES Yamuna Power Limited (BYPL) and BSES Rajdhani Power Limited (BRPL).These two distribute electricity to customers in two thirds of Delhi. The Company acquired assets, liabilities, proceedings and personnel of the Delhi Vidyut Board

(DVB) as per the terms and conditions contained in the Transfer Scheme.

BYPL BSES Yamuna Power Limited distributes power to an area spread over 200 sq kms with a population density of 5953 per sq km. It’s 11.9lakh customers are spread over 14 districts across Central and East.

BRPL BSES Rajdhani Power Limited distributes power to an area spread over 750 sq. km with a population density of 2192 per sq km. Its’ over 16.44 lakh customers are spread in 19 districts across South(I and II) and West(I and II).

7.2 BSES Rajdhani Power Limited

BSES Rajdhani Power Limited (BRPL), a joint venture between BSES Limited and the government of NCT of

Delhi had taken over the distribution of electric power in the area of South & West Delhi from Delhi Vidyut

Board (DVB) on July 2002.

For administrative purpose, BRPL is split into 19 business units on the basis of number of consumers. The

various consumer touch points include Consumer Care Centers, Complaint Centers, Consumer Call Centers to

facilitate commercial process such as new connection, billing related queries, solving the complaints etc,.

BRPL have invested about 1836 crores from 2002-03 to 2006-07 for infrastructural development to bring down

the losses and provide quality supply to the consumers. BRPL have a plan for electrification of unauthorized

colonies and JJ cluster during 2007-08 to 2010-11. About 283000 colonies and JJ cluster will be covered in this

program. Our plan is to reduce the AT & C losses to less than 22% by 2010-2011. Annual shortfall of about 750

MW is projected up to 2010-11 and demand supply gap will be met by PPA with existing and upcoming

power projects.

While developing the business plan due weight-age has been given to facets such as reduction of AT&C loss,

strengthening of existing system, automation, and routine up-gradation for development of distribution

network with the aim to maintain a reliable and quality power supply to its consumer.

7.3 VISION

To be amongst the most admired and most trusted integrated utility companies in the world.

To deliver reliable and quality products and services to all customers at competitive costs, with international standards of customer care- thereby creating superior value for all stakeholders.

To set new benchmarks in: standards of corporate performance and governance, through the pursuit of operational and financial excellence, responsible citizenship and profitable growth.

7.4 MISSION

To attain global best practices and become a world-class utility.

To provide: uninterrupted, affordable, quality, reliable, safe and clean power to our customers.

To achieve excellence in: service, quality, reliability, safety and customer care.

To earn: trust and confidence of all customers and stakeholders by exceeding their expectations, and make the company a respected household name.

To work: with vigor, dedication and innovation keeping total customer satisfaction as the ultimate goal.

To consistently achieve: high growth with the highest levels of productivity.

To be: a technology driven, efficient and financially sound organization.

To be a responsible corporate citizen nurturing human values and concern for society, the environment and above all, people.

To contribute: towards community development and nation building.

To promote a work culture that fosters: individual growth, team sprit and creativity to overcome challenges and attain goals.

To encourage: ideas, talent and value systems.

To uphold the guiding principles of: trust, integrity and transparency in all aspects of interactions and dealings.

7.5 CORPORATE GOVERNANCE

We believe in proactive initiatives in ushering in good governance practices and procedures. We have reviewed our

governance practices in accordance with existing code of governance and the recommendations made for amending

the code.

As a result, the Institute of Company Secretaries of India (ICSI) has awarded BSES for achieving the highest standards of

good governance practices. Additionally, the Indian Institute of Directors has also awarded the Golden Peacock Award

for pursuit of excellence in corporate governance to BSES.

We are committed to practicing sound governance principles in order to further improve our company’s performance,

with a view to maximizing value for all our stakeholders, including shareholders, customers and employees.

7.6 VALUES BSES Rajdhani Power Ltd. (BRPL) is committed to continuously improving the quality and reliability of its service towards the consumers and fulfilling the expectations of all its Stakeholders in a manner that is safe, ethical, law abiding, healthy and environment friendly.

ii. Six Principles

Standards

Information and Openness

Choice and Consultation

Courtesy and Helpfulness

Putting Things Right

Value for Money

iii. Believes in Consumers Rights

Right to safety

Right to Choice

Right to redressel

Right to be heard

Right to education

Right to information

Right to quality service

Right to standard

i. Shared Values

Strive for customer satisfaction

Strive for operational excellence and build one BSES,

Value integrity and zero tolerance for breach of ethics,

Build a performance oriented and highly engaged force

Proactively purse safety,

Strive to be recognized as exemplary corporate citizen.

7.7 Achievements

Since taking over distribution, BSES’ singular mission has been to provide reliable and quality electricity

supply. BSES has invested over Rs 4500 crore on upgrading and augmenting the infrastructure which has

resulted in a record reduction of AT&C losses. BRPL area AT&C losses have been reduced from 51.2% to 20% -

a record reduction of 31%.

The company has reduced AT & C (aggregate technical and commercial losses from a high of 53 % in July 2002 to19% as on 31 March 2010. Successfully met the maximum power demand of 1960 MW during the summer of 2010-2011 – a 57% increase over the maximum power demand of 1259 MW in 2002 -2003. Being biggest of the three discoms, BRPL has a 43% share in Delhi's electricity distribution pie. This massive reduction in AT & C losses by BRPL since July 2002, along with capex , loan repayment and payment of E Tax to the MCD has saved the Delhi government Rs 8540 crore.

51.54 47.4

45.06 40.64

35.2

29.92 27.18

20.9 19 17

0

10

20

30

40

50

60

AT&C loss reduction in %

7.8 Awards & Recognition

BSES have been getting accolades at both national and international forums for their class leading performance,

Processes and deployments. These are not confined to customer centric and best in class IT deployments alone.

BSES have also received them for their record AT & C loss reduction, excellence in cost management and their testing labs.

Some of them include:

Power Awards 2oo9 for “Overall Loss Reduction in Urban Segment ”

NABL accreditation (ISO/IEC 17025:2005) for meter testing labs.

ISO 27001 certificate for IT Development.

ISO 9001:2000 certificate for HR processes.

ICAWA’s 6th

National Awards for Excellence in Management – 2008 in the ‘Private Service Sector – Large Category’

Diamond EDGE Awards (2009) From United Business Media(Network Computing)

“PC Quest Best IT Implementation of the Year”-2009 from the PC Quest.

“Enterprise Connect Awards”-2009 from CIOL (Cyber media Online )

CIO 100 Awards from International Data Group (IDG) .

Network Innovation Awards-2005 from HECL.

CIO 100 Awards – 2007 from IDG, USA.

CIO Leadership Awards -2007,2008 from IDG, USA.

NASSCOM recognition – 2007 fromNASSCOM.

BOLD CIO 100 Awards – 2008 from IDG, USA.

7.9 Organizational Chart

7.10 Geographical Structure

BSES Rajdhani Power Limited

South I South II West I West II

1 Alaknanda

2 Khanpur

3 Nizamuin

4 Nehru Place

1 Sarita Vihar

2 Vasant Kunj

3 Saket

4 Hauz Khas

5 R K Puram

1 Najafgarh

2 Jaffarpur

3 Mundka

4 Punjabi Bagh

5 Nangloi

1 Janakpuri

2 Vikaspuri

3 Tagore Garden

4 Palam

5 Dwarka

7.11 Customer Profile

Category BRPL BYPL

Domestic 1,309,394 858,626

Non-Domestic 221,626 280,584

Industrial 12,942 20,213

Public Lighting 0 0

Agriculture 3,809 57

Railway Traction 1 0

DMRC 4 1

Others 6,101 135

Total 1,553,877 1,159,616

Customer Base as of Sep'10

SN Particular Unit BYPL

(East & Central)

BRPL

(South & West)

BSES

Delhi

1. Area sq. km 200 750 950

2. Customer Density Cons/sq km 5953 2192 2984

3. Total Registered Customers

(As of Jan ’11)

Lacs 11.90 16.44 28.34

4. Peak Demand (FY 2010-11) MW 1180 1920 3100

5. Consumption per year

(FY 2010-11)

Mus 5227 9177 14404

7.12 Services Profile

I. Power Supply

BSES distribution network as of December 2010

SN ITEMS 2010 - 11 (DECEMBER)

BRPL BYPL BSES

1. No. of Grids 72 49 121

2. No. of Power Transformers 197 135 332

3. EHV Capacity (MVA) 4393 2789 7182

4. EHV Cable Laid (KM) 1077 770 1847

5. No. of 66 & 33 KV Feeders 177 132 309

6 Shunt Capacitors (MVAr) 1399 910 2309

7. No. of Distribution Transformer 6701 3249 9950

8. Distribution Transformer Capacity (MVA) 4049 2304 6353

9. No. of 11 KV Feeders 1025 680 1705

10. 11 KV Cables laid (kms) 2059 1748 3807

11. 11 KV Lines laid (kms) 1714 251 1965

12. Total No. of LT Feeders 21587 13268 34855

13. LT Lines laid (kms) 10090 5550 15640

II. Customer Care Center For greater convenience of all such customers who want to visit physically to access the services, there is a BRPL office every 2.5 KMs.

Divisional Chart

We Offers a host of novel features and facilities including;

DSS—Door Steps Services BSES Rajdhani Power Limited has introduces DSS. Now consumer can avail a host of services from the comfort of your home. Simply dial 3-99-99-707, after press 4 number key on your phone or visit www.bsesdelhi.com and apply your application related written below. Application:

New Connection Load Enhancement Load Reduction Category Change Name Change Name Correction Address Correction

If Advantages:

Increased consumer satisfaction Single point monitoring and tracking Improved response time Reduced corruption & touting To speed up the processes Feedback to consumers To reduce no. of visits by consumers Lesser documentation Hassle free application submission Transparency in processes

Online Services Our web site www.bsesdelhi.com& Email-id: [email protected] Application:

Online Complaints registration Online Bill Status Online Duplicate Bills Online Bill Payment Online Bill Calculator Contact details of senior officials Soft copy of various Forms like Application for Contact details & Addresses Energy conservation & safety tips Meter specifications & approved vendor details Suggestions & Feedback

Release to New Electricity Connection

Load Change

Name and Address Change/Correct

Consumer Complaint Handling

http://www.bsesdelhi.com/

III. Call Center Call Center functions 24x7, Bi-lingual (Hindi & English), 180 Voice Channels, Caller Line Identification, Computer Telephony Integration Consumer can call in case of:

Power Failure

Fire and Shock

Billing and Metering

Door Step Services

GCC / KCC

Theft and Harassment

Duplicate bill and forms Request

IV. Bill Payment Over 4000 bill payment touchpoints – Customers can pay BRPL electricity bill at over 2000 locations - through a wide spectrum of options including Cash Collection Centres, Easy Bill outlets, ITZ Cards, Skypak drop boxes, Project Nikat Drop Boxes, Credit Card, Net Banking, Auto Debit, Bill Payment Kiosks/Suvidha/Oxigen/ Jeevan Centres/ Minc and even through “SMS”. Applying for a New Connection, Load Enhancement/ Reduction, Name Change, Address Correction, Category or Tariff Change was never easier. Now you do this without leaving the

a) Bill Payment Kiosk Consumer can pay bill Seven day in a Week besides public holiday at kiosk. Time 8 am to 8 pm.

b) Bill on Email

E-bill service provides you with the convenience of receiving your monthly electricity bill in your inbox.

E-bill service has the following benefits:

Speed - You need not wait for the bill to be delivered to your premises as it reaches you directly in your inbox.

Convenience - You are no more required to preserve a physical copy of the bill. You now have the option to click & print your energy bill at your convenience.

Please note that the physical bill shall continue to be delivered to the billing address.

The E-bill facility is free of cost.

c) Credit card Net Banking

Use any valid Visa, Mastercard, Diners or Amex Credit Card, or pay through your Net Banking account with Citibank, IDBI Bank, Axis Bank,OBC, SBI or Punjab National Bank. More banks will be added shortly.

Receive online confirmation and a Transaction Reference Number.

d) BSES Counter

BSES Counter is situated at each and every Division and Sub-Division Offices and many other complaint centre.

e) Cheque via Mail

Draw your cheque in favour in " BYPL, CRNO XXXXXXXXXX" or "BRPL, CRNO XXXXXXXXXX". Please ensure that cheque is account payee and is not post dated.

Attach your bill payment slip to your bill payment cheque. Pls write BILL PAYMENT on the envelope

f) Drop Boxes at Metro Station

Now you can even drop payments vide cheque at the designated BSES drop boxes at Delhi Metro Stations

g) ITZ Cash

ITZ Cash Card is a unique mode of payment, which is safe and convenient for on-line transactions to consumers across all profiles - Social & Economic.

ITZ Cash Cards are available in various denominations from Rs.250/- to Rs.10,000/-. ITZ Cash Cards enable you to instantly top -up your prepaid mobile accounts, book railway tickets, shop online, and much more.

h) Pay by phone

Pay By Phone is convenient service offered by BRPL in association with Bill Desk that you pay by internet or Auto Debit to your bank or credit card account.

Receive online confirmation and a Transaction Reference Number.

i) Oxicash and oxigen

OxiCash, It's a prepaid stored value closed e-Wallet i.e. accessible through all mediums i.e. PC or GPRS Enabled handset on www.myoxicash.in

j) Easy Bill

k) Jeven Kendre

l) Suvidha

7.13 Customer Relationship Management

BRPL has institutionalized a structured approach towards Consumer Relationship Management. It organize meetings with consumer representative groups such as RWA’s ( resident welfare association ) , Trade Associations and Industry Associations at the division/circle level once every fortnight. It also organizes "BRPL Aapke Dwar" - an open house consumer program, under which an empowered team of senior BRPL officials hold interactive sessions with the RWA's/ residents of an area. Another initiative to engage consumers is the 'Vishisht Sahayogi' - a partnership initiative with eminent citizens and opinion makers in the licensed area. As part of the initiative, BRPL engages in a meaningful two-way dialogue with the 89” Vishisht Sahayogis” - for the larger benefit of each of its consumers and seeks to build a mutually beneficial partnership between the company and its customers. The program also enables BRPL to receive regular feedback and insight into the specific needs and requirements of a cluster and facilitates in designing area specific deliverable.

7.14 Corporate Social Responsibility

BSES have an active Corporate Social Responsibility (CSR) program, with special focus on energy conservation. For this, BSES have been working closely with stakeholders, especially school, to successfully promote the massage of energy conservation.

BSES being environment friendly is as central as reaching quality and reliable electricity supply to around 28 lakh consumers. Being pro- environment is the focus of all our corporate social responsibility initiatives.

There are many initiatives which have become a practice in BSES mentioned below. BSES always reaches out to its consumers, telling them how efforts of each one of us will not only go a long way in helping Delhi to save electricity, save money but also save the planet for the next generation.

POPULARITY OF CFLS & LED

Soon after an internal study indicated that Delhi can save over 625 MW of electricity by simply switching over

from Edison’s bulb to Compact Florescent Lamp (CFLs) and by switching off electrical gadgets from the

mains, instead of the keeping them in the stand by mode, BSES launched a massive drive to popularize the use

of CFLs.

Not only did we engage the media to propagate the benefits of adopting CFLs, but even signed up with a couple of CFL manufacturers to ensure that consumers can buy the energy efficient CFLs and at a subsidized price. The schemes saw over 6 lakh CFLs being sold; reducing CO2 emissions by around 2 lakh tonnes /year as well as reducing electricity consumption by around 35 MW in BSES designated area

TREE PLANTATION

Since July 2002, BSES has regularly observed a Tree plantation Week “Vanmahotsav Saptah”, during which hundred of

BSES employees’ plant trees, best suited to Delhi’s conditions and climate – including “Neem, Jamun, Peepal, Champa,

Kanair and Bamboo- across its 33 divisions. So far, over 13,200 trees have been planted.

BIJLI GYAN ABHIYAN

The best method of spreading awareness about Energy Conservation is to impart the information “Gyan” to the

children. ‘Catch them young’ has guided BSES Employee to address this objective and to further broad base its

emphasis on Energy Conservation, BSES launched Bijli Gyan Abhiyan- a mammoth initiative targeting thousand of

students across hundreds of school spread across its licensed area.

Under the initiative, schools were distributed a 10-minute Audio Visual (AV) on Energy Conservation. Besides covering

topics like Power outage and its reasons, Power shortage and its reasons, Power theft and the immediate need of

Energy conservation, the audio visual also covered topics on international concerns like Global Warming, Rising Co2

emission and Generation of Electricity through renewable resources, The film also outlined simply everyday measures

that a person can adopt to alleviate many of these concerns.

Winners of the “Bijli Gyan Abhiyan” were given prizes by the Delhi Chief Minister and her Cabinet colleagues

EARTH HOUR

On the occasion of the Earth Hour, BSES reached out to its over 28 lakh consumers, appealing to them to observe

the Earth Hour. The company sent SMS to over 10 lakh consumer urging them to make the Earth Hour successful.

ENVIRONMENT MARCH

Under the recently launched initiative, BSES has successfully partnered with many schools making energy conservation an integral part of the Socially Useful Productive Work (SUPW) curriculum. Under this initiative, school children are participating in periodic marches to spread the massage of energy conservation in their respective neighborhoods.

NUKKAD NATAKS

BSES engaged professional troupe of National School of Drama ‘NSD’ trained actors .They staged Nukkad Natak in

high power theft localities in BSES designated area educating people about the menace of power theft and energy

conservation. So far over 200 street plays have been staged

7.15 Public Awareness

i. Useful Tips

a) Energy Conservation

Don't keep Electrical Gadgets "ON" in idle condition.

Always provide doors & windows to admit natural light (Sunlight) to avoid using electricity in homes or offices during the day.

To avoid leakage always use Earth Leakage Circuit Breaker / Residual Current Circuit Breaker in circuit.

Always buy fewer bulbs of higher wattage rather than many of lower wattage.

Always buy electrical gadgets with capacity according to your needs & not of much higher rating e.g. larger refrigerators consume more electricity.

Use Compact Fluorescent Lamps to reduce electricity consumption substantially.

Ensure proper Earthing in your premises.

Use electronic regulators for ceiling fans.

Avoid storing hot / warm food in refrigerators.

Turn-off decorative & non-essential lights especially in unoccupied areas.

b) Safty

Use proper conductor for house wiring by calculating actual load.

Don't expose electrical appliances & bare wires to wet conditions.

Educate the children about 'Electrical Signs' & dangers of electric shock.

Always switch off the Current from the mains in case of short circuit in a portion of premises & insulate yourself.

Ensure proper earthing in your premises.

Never insert bare wires in the socket & always remove the plug from the socket when not in use.

Use the correct size, ISI make of fuse & never replace the burn-out fuse with other materials.

Avoid the use of Extension Chords & don't leave them dangling or trailing on the floor. For households :

Never allow your children to touch any electrical point or insert any part of their body into it.

Allow only licensed Electricians to handle electrical problems. Always ensure that you are properly insulated from getting electrical shock. Avoid “Octopus Connections” as overloading might occur due to the same which can

cause burning of sockets.

Do's Don'ts

Do plug power equipment into wall receptacles with power switches in the OFF position.

Do not drape power cords over hot pipes, radiators or sharp objects.

Do unplug electrical equipment by grasping the plug and then pulling. Do not pull or jerk the cord to unplug the equipment.

Do not plug equipment into defective receptacles.

Do check the receptacle for missing or damaged parts.

Do not use non standard plugs, extension cords with junction box receptacle ends or other unsafe equipment.

Do check for defective cord clamps at locations where the power cord enters the equipment for the attachment plug.

Do not use consumer electrical equipment or appliances if not properly grounded.

Maintenance personnel should know the location of electrical circuit breaker panels that control equipment and lighting in their respective areas. Circuits and equipments disconnects must be identified.

Do not store materials temporarily or permanently within 3 feet of any electrical panel or electrical equipment.

Use a danger tag on any electrical equipment which causes shocks or has high leakage.

ii. Consumer Rights and Obligation

A Consumer is anyone who buys goods and services for his / her use. User of such Goods and services with permission of the supplier is also a consumer. An Applicant is a person who has applied for electric connection. Technical feasibility shall have to be examined for release of a connection. Connection can be sanctioned only if found to be feasible. Applicant shall become a Bonafide Consumer when connection is sanctioned, Agreement signed and Energy Meter installed. A power thief is not a consumer.

Based on our interaction with and feedback from over two million customers in Delhi, we have identified some of the most common metering and billing complaints that are generally received in our offices and have devised a consumer friendly procedure (See Delhi Electricity Supply Code

and Performance Standards Regulations, 2007, Chapter-8 ) for dealing with them. Should you ever face any of the identified common metering and billing problems, please follow the steps given under the relevant category of complaint and get your problems attended to at the district level itself.

BSES has introduced centralized CALL-CENTRE facility for attending to power supply related queries.

Consumer Grievance Redressal Forum (CGRF): If you are still not Consumers are requested to contact the above telephone number of their respective areas for prompt attention. And additionally down load a duplicate bill from website.

Should you ever have any persistent problem or complaint about our services you may Contact your respective division Commercial Office/ Business Manager for Connection and Bill Related problems and Business Manager (Operations) for Supply Related problems on working days.

If you are not satisfied with the response of your district Business Manager you can meet Additional General Manager of your circle on working days.

If you are not satisfied with their response you can contact Consumer Grievance Cell at our Corporate Office (Nehru Place).

Satisfied with the response towards your grievance you can contact the following Consumer Grievance Redressal Forums.

You could also approach the Office of the Electricity Ombudsman, B-53, Paschimi Marg, Vasant Vihar, New Delhi – 110 057 Tel.: 011 - 32506011; Fax : 011 - 26141205.

If you have taken us to Court and wish to reach an amicable out of Court settlement, you may approach Permanent Lok Adalat (PLA). This Adalat is presided over by a retired Judge of a High Court and decides cases only by consent of both the parties. The PLA holds its sittings every working day between 10.00 A.M. to 4.00 P.M. at our office: Near Mata Sundari Gurudwara, ITO, New Delhi.

lf you have had to pay more than one visit to your District and or Zonal office to get any job done, and feel it was unnecessary, please fill out a Repeated Visit Complaint Form (Annexure V) and either drop it in the complaint box at any District Office or send it by post to The Secretary, BSES Ltd., BSES Bhavan, Nehru Place, New Delhi-110019.

If you ever get the impression that anyone in BSES Ltd, expects a bribe from you, you must inform our Vigilance Helpline on telephone no. 011-3999 777/888. You may also fill in the Vigilance Complaint Form (Annexure-VI) available in all District Offices and drop it in the complaint box kept in the District offices or fax it to the CVO on no.011-26273311.

http://www.dercind.org/Regulations/DERCRegulations/DERCRegulations.html

http://www.dercind.org/Regulations/DERCRegulations/DERCRegulations.html

iii. Consumer Awareness on Modern Technology

1. According to the Central Electrical Authority (CEA), Metering Guidelines 2006, all electricity meters Installed will necessarily have to be electronic.

3. The state-of-the-art electronic meters installed at your premises are Intelligent Digital meters and they check both phases and the neutral current. Any mismatch is indicated by glowing of the EL LED. This mismatch normally occurs due to inter-mixing of internal wiring between two premises or due to Earth Leakage. In such a scenario, please have the internal wiring of your house checked by a trained and a certified electrician. 4. Consumers should get their internal house wiring checked periodically, especially whenever they buy heavy load appliances (eg AC, Refrigerators, Washing Machine etc). BRPL, from time-to-time, has been conducting training programs for electricians. A detailed list of trained electricians is uploaded on the company web site www.bsesdelhi.com. 5. Under Section 61 A of the Indian Electricity Rules, 1956, it is mandatory for all consumers, having an electricity load of 5 kW and above, to have an Earth Leakage Protective Device (ELCB) installed at their premises. In case of an earth leakage, this small, but useful device reduces incidences of fire and shock. Consumers with lower electricity loads are also advised to have an ELCB installed. 6. All BRPL consumers have a choice to buy their “own choice meters”. For details, consumers can contact our single-digit helpline number 3999 9707 or log-on to www.bsesdelhi.com 7. In case a consumer has doubts regarding the accuracy of their meter, they can have the same tested by paying a nominal fee. They can also contact the Public Grievance (PG) Cell, in case they want the same to be tested by a 3rd party independent test agency. 8. BRPL regularly conducts meeting to educate consumers about way to reduce energy consumption and in the process their electricity bill. Consumers can contact our Customer Care Centers to know more about the same. 9. A broken meter seal does not necessarily tantamount to a tampered meter. In case you find your meter seals are broken, please give an application for its resealing or call us at 3999 9707. 10. In case a consumer has tempered his meter; he/she can approach the division head and voluntarily declare the tampering. Penalty in such cases will be much lower. 11. BRPL has a National Accreditation Board for Testing and Calibration Laboratories (NABL) approved meter testing laboratory. In case a consumer wants to know more about meters, he/she can visit the meter lab with a prior appointment by calling 32544722. 12. Electricity theft is a crime against society. The loss due to theft has to be shared by all consumers. In case you come across an incidence of power theft, inform your Discom about the same. This can be done by leaving an anonymous message by calling our helpline 399 99707. 13. The requirement and availability of electricity varies according to the time of the day and with seasons. At times, due to constraints in availability of electricity, we are forced to undertake load shedding. BRPL is looking for volunteers who are ready to switch off non essential load during such constraints. If you want to be a volunteer, contact the Demand Side Management (DSM) cell of BRPL.

7.16 Initiative Undertaken i. IT Integration

The most important determinant of success in perhaps such an endeavor is the proper use of IT. A well designed and an integrated IT system is the only way in which a utility could move from their current operational levels. A good IT system would aid efficiency by eliminating unnecessary manual involvement in transaction processing or complaints redressal. It would augment efforts at quick resolution to issues by providing the appropriate information to the correct person in the shortest possible time. By providing a quick means of exchanging views and storing such exchanges IT will abet the learning process, thereby augmenting capability and reducing bureaucratic delays in attending crucial issues. Hence the role of IT in the transformation of the power sector is likely to be paramount. Reliance Energy took the Management Control of BSES in January, 03. Since then the company has been promoting various IT initiatives with a target to reach international levels of operational quality and effectiveness, in the shortest possible time. All the initiatives have been planned with a vision to provide technology driven high quality services to all its consumers. The objective is to detail the various IT initiatives in terms of Software and Hardware being presently undertaken or planned at BSES Delhi offices. The IT management system is working in progressive way and new application & software also being implemented for Business/Commercial, Operation & Maintenance and Customer Care initiative so that system could work up to the mark . Current application is being used: A. SCADA Implementation Supervisory Control and Data Acquisition System Application-

Used as enterprise-wide management of the BSES Electrical Networks

Envisioned for Centralized Control and Monitoring of the Complete Electrical Network

Combination of Hardware and Software Systems connecting to Main Control Centre (MCC) and Back-up Control Centre (BCC)

Availability of Real-time, Accurate and Consistent information of the Electrical system

Faster Fault Identification, Isolation and System Restoration

Provides for efficient operations translating into economic benefits

SCADA Network

SCADA Main Control Centre

Advantages of SCADA:

Improves visibility of the system

Improve response time

Enables to closely monitor the system

Helps in analyzing the trippings and deciding the action to be taken

Operations from one point

Prompt action

All the real time data at finger ends

Accurate system loading is available, gap in demand and availability is known

Reduction in Maintenance cost: 10 % reduction in network and component maintenance

Better operation of network, better planning and co-ordination

Reduction in losses on account of better optimal network operations

Reduction in Outages

Due to faster fault isolation and restoration

Better switching procedure management

New and more efficient tools/operator functions

B. DMS Implementation Distribution Management System

Application-

Operations Monitoring and Control

Fault Isolation and System Restoration

Outage Management system

Crew Management

Distribution Power Flow

Distribution Load Forecasting

Intelligent Alarm Processing function

C. MRI-Meter Reading Instrument

a) AMR—Automated Meter Reading

This service is for Key consumer of BSES and well connected with DMS system.

Application:

Remote Collection of Energy

Input Data

Technology for Data Communication Fiber Optic / VSAT CDMA, GSM and GPRS

Implemented at 66/33 and 11kv network

Benefits:

Affordable, Accurate and Reliable Meter Reading

Capturing minutest of energy details on 5 minutes basis like monitoring and logging of Voltage, Current and Power factor KWh, KVARh and KVAh

Alarm feature to draw attention of the operator to any breach of various parameters beyond preset limits

Accurate estimation of losses

Significant increase in Operational Efficiency

Reduce reliability by Identifying, Assessing and Responding to outages more efficiently

Facility to generate spread sheet and MIS reports on System outage / Down time of the Feeders, Daily Peak loads & Voltage Profiles

b) CMRI—Common Meter Reading Instrument

Common Meter Reading Instrument (CMRI) is a hand held computer used to download data from electronic tri-vector meters, supporting different protocols like IEC, ANSI and PACT. It can be interfaced with External peripherals like printers, barcode scanners etc. .It is Rugged to withstand drop on concrete and water proof (IP67 qualified).

c). PDS—Portable Downloading System

d) Manual Reading

In case reading is not available.

D. SAP IS-U and R3 Integration

The SAP (IS-U) component is a information system that supports all business processes and utility services of a company. You can use IS-U for managing and billing residential, commercial and industrial, and prospective customers. This component also allows you to manage and bill customers who receive services, pay fees.

The core business processes can be divided into two main processes: consumption and revenue collection. For the consumption process, three batch jobs are utilized for collecting information – meter-reading orders have to be created and printed, and the results have to be uploaded into the system. To collect revenues, additional batch jobs – billing the customer, invoicing, and printing the bill – produce load on the system.

Creating meter reading orders

Outputting meter reading orders

Uploading meter reading results

Billing

Invoicing

Printing the bill

E. Lotus-Notes

Lotus Notes helps get work done quickly

IBM® Lotus® Notes® software brings together email, collaboration tools, and business applications within a rich, integrated desktop experience, helping you discover, transform, and share content across geographically disbursed teams. You can be productive both online and offline, and seamlessly leverage people and resources throughout the enterprise and across the Internet.

Features

Provides a robust and productive user experience with a single point of access to email, calendars, contacts, activities, instant messaging, feeds, office documents, collaboration tools and business applications.

Helps users manage their ever-growing inboxes effectively, with full-text search, delegation, mail filtering and sorting, conversation views and flags.

Helps increase user productivity with customizable widgets that can recognize specific patterns of text in Lotus Notes documents; recognized text can be clicked to perform the appropriate business action associated with that widget, such as retrieving information from a flight number in an e-mail.

Helps users instantly locate and connect with resources via presence awareness, business cards and instant messaging incorporated in context within the inbox and calendar.

Helps minimize or eliminate the impact of computer viruses through robust security features.

Helps drive business value through composite application technology that allows you to integrate and present line-of-business solutions and data from multiple systems into a single view for end-users.

Helps users to be productive even when disconnected from the network with advanced replication technology.

F. Oracle 8i This is for web support to BSES. G. GIS—Geographical Information System Integration This technology is well connected with SCADA AND DMS. It all about mapping the customer destination, Pole tags status, grids location.

The scope of the system is to provide general information (Policies, circular, Telephone Directories, forms, User Manuals, Links to internal URLs, Helpdesk, Office News and Interesting reading etc.) to employees across offices of BSES. The main Benefits are sharing paperless information seamlessly across the organization.

ii. Operational

Setting up Customer Help Desks (CHD’s) in all the 33 divisions for online registration of consumer complaints.

Setting up of 2 Consumer Grievance Redressal Forums in Kakardooma & Pushp Vihar in compliance with D.E.R.C Mandate

Commercial Call Centre to address Consumer Complaints. •In-house developed CRM software (CAS) which provides the facility of Single Window resolution of complaints.

Setting up of a 24 Hour Control Room at the C.M.’s office to provide immediate information on faults/breakdowns.

Bifurcation of the existing 21 districts into 33 Divisions

Centralized Helpline Numbers for the following have been created for all queries.

BRPL 0-11-3-99-99-707, BYPL 0-11-3-99-99-808

The entire Billing Cycles has been automated; starting from bill generation to bill printing.

Starting of “BAM: Bill Amendment Module”: a billing software module through which customers’ complaints are rectified on the spot.

Total curbing of “Provisional Billing” cases.

Facility of raising one composite bill for bulk consumers like MCD, DJB, etc for convenient payments.

Meter Reading is now being conducted by Meter Reading Instruments (MRIs).

Location of a BSES office in 2.5 KM radius from each point. Consumers can frequent any of the 143 BSES’ offices.

The following facilities for Key Consumers have been created:

Creation of a special cell Key Consumer Cell (KCC) for customers having load over 45 KW.

Single Window ease and preparation of Composite Bill for Bulk Consumers like DJB, MCD, etc, for convenient payments.

Bill Dispatch by e-mails and special couriers.

SMS alerts.

Launch of IVRS

AMR facility provided to 1500 customers

iii. Metering Related

Comprehensive survey of meters of all consumers was conducted to ensure proper functioning/housing and reading of meters.

Mass Meter Replacement drive is being undertaken for all Large Industrial Power (LIP) consumers. Electronic Meters have also been introduced for Domestic Consumers.

Faulty Meters are being replaced on a priority basis with tamper-proof electronic meters. A “Special

Meter Testing Drive” was undertaken in accordance. Only 0.01% meters electronic meters were found beyond limits.

A month long Voluntary Disclosure Scheme (VDS) was undertaken.

iv. Payment Related:

120 cash collection centres across BSES

150 SKYPACK drop boxes across BSES

1050 Easy bill outlets across BSES

150 Drop boxes installed at RWA premises

Cash Collection Centres at Circle Offices are open all days from 8 A.M. to 8 P.M. except Second Saturdays and National Holidays.

Point-of-Sales (POS) machines are installed at the cash collection counters with bar code scanners for speedy service. Tie-ups with collection agencies like Easy Bill and Skypak for cheque payments and with Bill Desk and Bill Junction for online payments.

Duplicate bill printing mechanism in place. Bar-coded bills are printed in all divisional offices.

Pay Bills Online: Use any valid Visa, Mastercard or Diners Credit Card, or pay through your Net Banking account with Citibank, IDBI Bank, UTI Bank, SBI or Punjab National Bank.

For more information click here

Credit Card or Net banking payment option.

Pay By Phone a convenient service offered by BRPL/BYPL in association with Bill Desk that you pay by internet or Auto Debit to your bank or credit card account .

Now pay your BSES bills online anytime anywhere with your ITZ Cash Card.

v. Supply & Street Lighting Related

Approx. 100 Breakdown vans & cable restoration on a 24X7 basis.

Online Connectivity between Technical Call Centre, System and Circle Control.

25 Genset vans & Mobile Transformers are readily available all round the clock.

A special drive “Roshini” was undertaken in which uninterrupted illumination was provided during the entire festive season

http://www.bsesdelhi.com/Aboutus/payment-point.asp?dtype=1



http://www.bsesdelhi.com/payment-point.asp?dtype=1

vi. Humane Resource Initiative

BSES in its quest to fulfill its vision of being amongst the world class utility believes in its human capital development. We, at BSES, believe in achieving organizational excellence through Human Resources. Our systems and policies leverage the potential of our employees by following “People’s First Approach”.

Our HR Policy goes hand in hand with the business Policy and aims at

Building Competent and Committed Workforce.

Being the most admired & preferred employer having world class HR practices.

Consistently enable business success.

BSES in order to induct talent and groom them into a dedicated cadre of power professionals has initiated the Graduate Engineer Trainee/Management Trainee scheme. Under this scheme apart from one year comprehensive training, the trainees are also provided with a Mentor to handhold them and integrate them into culture of the company.

I. Training and Development

BSES is committed to become a “learning organization of Distinction”. In quest of this vision we have created BSES Knowledge Centre, located at Nehru Place. The Knowledge Centre has state of the art training facilities like interactive white board, touch panel screen etc. Know Centre also has well stocked library to facilitate self learning in the organization. BSES has formulated a training plan for ensuring minimum one week’s training per employee per year. At BSES, learning is a continuous process. Our Human Resources Development Department offers training programs for employee’s right through their career. A good blend of skill development, behavioral and core programs provide stimulus for growth and career development. Courses are designed to keep employees in touch with the latest trends in management and technology. We emphasize on creativity, innovation, achievement motivation for excellence, empowerment, augmenting communication and interpersonal skills, developing initiative and leadership qualities and providing knowledge of computer applications. BSES has also institutionalized “Development Centers” in the company to systematically diagnose the current and potential competency requirements of the employees with the objective of enhancing their development in a planned manner. These Centers give insights to the employees about their strengths and weaknesses. The gaps which are identified in the competencies are bridged through various means.

Responding to the demand of the RWA’s and other stakeholders, BSES has initiated “Training on Essentials of House Wiring” for neighborhood electricians at various places across its licensed area. The initiative aims to train the neighborhood electricians, particularly those nominated by RWAs. The program launched some time ago, has so far trained over 500 electricians.

BSES began the program first by training its employees and then by extending it to electricians employed by certified and licensed contractors in its licensed area. Further to make the program more participative, and also in response to requests from RWAs, BSES last fortnight sent letters to all the RWA’s requesting them to nominate neighborhood electricians for attending the free training sessions.

The three-hour interactive program is conducted in small batches and is led by a team of experts - both from BSES and outside. The training session includes an exhaustive power point presentation that seeks to give a holistic training to educate and train the neighborhood electricians on various issues relating to internal house wiring and various functions of the meters.

II. Careers Opportunity

BSES’s employment policies and systems radiate from a single principle – People First. People are our most valued asset - our core strength.

We have created a culture wherein employees gain a level of freedom which provides security, satisfaction and, most importantly, a sense of professional fulfillment.

As BSES has moved from the old HRD to the New People Management, BSES has been able to provide roles much broader in scope, much stronger in impact & much more permanent in effect. BSES provides following career Opportunities:

Exposure to Latest technological know-how

World class management practices

Multifunctional skills

Customer Relationship Management

Exposure to Regulatory, Legal and Contractual aspects of business

Fast track growth

a) Recruitment

Recruitment, in BSES, is now inline with the corporate strategy; i.e. manpower planning is done as per the business strategy. We look for people with the combination of knowledge, skills and behavior best suited with the organization’s objectives and culture.

The focus of Recruitment is to

Attract people with multi dimensional experiences & skills

Induct talent with a new perspective to lead the company

Develop a culture that attracts people to the company

Locate people whose personalities fit the company’s values

Match the people to the most appropriate jobs

b) Induction

The new employee is equipped to take up the assignment and made comfortable in the organization through a structured induction program which is conducted for:

Lateral Joiners

It provides a general overview of the organization to the new recruits and familiarizes employees with various business processes, culture, business practices of the company

Graduate Engineer Trainees(GETs) /Management Trainees (MTs)

It is an exhaustive induction program comprising of Classroom sessions, site visits and management programs. BSES strives to provide the culture of excellence that inspires everyone and strives to be the best. Therefore BSES is implementing Balance Scorecard for the organization so that individual performance is linked to the organizational goals. It will also clearly indicate the best performers and help us lay out a growth path for them.

vii. Initiative for Training of Electrician

RWA’s nominated neighborhood electricians for Training.

Over 500 electricians attend Training Module.

Responding to the demand of the RWA’s and other stakeholders, BSES has initiated “Training on Essentials of House Wiring” for neighborhood electricians at various places across its licensed area. The initiative aims to train the neighborhood electricians, particularly those nominated by RWAs. The program launched some time ago, has so far trained over 500 electricians.

BSES began the program first by training its employees and then by extending it to electricians employed by certified and licensed contractors in its licensed area. Further to make the program more participative, and also in response to requests from RWAs, BSES last fortnight sent letters to all the RWA’s requesting them to nominate neighborhood electricians for attending the free training sessions.

The three-hour interactive program is conducted in small batches and is led by a team of experts - both from BSES and outside. The training session includes an exhaustive power point presentation that seeks to give a holistic training to educate and train the neighborhood electricians on various issues relating to internal house wiring and various functions of the meters.

8. DSM—Demand Side Management

Demand Side Management (DSM) entails actions that influence the quantity or patterns of use of energy consumed by end users, such as actions targeting reduction of peak demand during periods when energy-supply systems are constrained. Peak demand management does not necessarily decrease total energy consumption but aims at altering the end-use of electricity. In other words, DSM is the implementation of those measures that help the consumers to use electricity more efficiently and in doing so reduce the utility costs. This, in turn, will help the electricity consumers to cut costs.

DSM can be achieved through:-

Improving the efficiency of various end-users through better housekeeping correcting energy leakages, system conversion losses.

Developing and promoting energy efficient technologies, and

Demand side management through adopting soft options like higher prices during peak hours, concessional rates during off-peak hours seasonal tariffs, interruptible tariffs, etc.

Energy efficiency and Demand Side Management policies and programs

Regulatory Policies for renewable energy development

Integrated resource planning

Electricity regulation and governance

Transmission pricing framework

Balancing market framework in Delhi

Market development through open access and consumer choices.

9. Project

9.1 Research Objective

After meeting with our Training Supervisor and Guideline we come to know about the research objective. In the discussion three points about the company position was deeply considered “Where we were? Where we are? And where will we moving?” These points indicate the research objective written below:

Where the company was positioned in past.

Where the company is positioned now.

Where will the company positioned in future.

This all represent the improvement that has been and need to do, company image in consumer’s mind, actual position of the company. Throughout this can be find out how much the consumers are satisfied with Services offering by BSES.

9.2 Scope and Limitation

Scope is to find out Customer Satisfaction Level. Research was only deal with responses that is given by consumers during the survey. Beyond this limitation we can not do anything.

9.3 Research Methodology

We adopted primary research and secondary research, primary data collection technics were in execution. We collect all the information throughout discussion with consumers. All the data that have been collected is currently occurring.

i. Research Design We designed Descriptive—Cross-sectional design of research. In which a survey were conducted amongst BSES consumers across Division /customer care centre. ii. Questionnaire Design

We used generally accepted English language that was easily understood. We cooperated with the respondent and introduced each question before fill up. The questionnaire was totally biased. The purpose of the questionnaire is to collect data required by the target respondent. Scaling and Types of Question

The scaling and types of each question attributes is written below: Q.1 Are you satisfied with the services of BSES? Yes No

Nominal Scaling

Two Choices Question.

Q.2. Please ranks the service quality offered by BSES: A) Highly satisfied B) Quite satisfied C) Somewhat satisfied D) Needs improvement E) Extremely dissatisfied

Ordinal Scaling

Close-ended Question

Multiple Choices Question

Q.3- Please rank the following services offered by BSES as per your personal experience. a) Power supply ………………

b) Supervision ………………

c) New connection ………………

d) Billing problem ………………

e) Behavior ………………

f) Payment option ………………

g) Safety ………………

h) Power Fluctuation ………………

i) Load enhancement ………………

j) Doors steps services ………………

k) Web support services ………………

l) Regular bill delivery ………………

m) Metering ………………

(1= highly satisfied, 2=quite satisfied, 3=somewhat satisfied, 4= Needs improvement, 5= extremely dissatisfied)

Itemized-Categorical Scale

Rating type question

Q.4- How much time BSES takes in resolving your complaints ? a) Within one week ………………

b) Within two weeks ………………

c) Within three weeks ………………

d) Within four weeks ………………

e) More than a month ………………

Interval Scale


Multiple Choices

Q.5- Please rank the behavior pattern of BSES customer care representative a) Courteous and well informed ………………

b) Courteous but not well informed ………………

c) Somewhat courteous and informed ………………

d) Rude and ill informed ………………

Nominal Scale


Multiple Choices question

Q.6- Are you aware of the various bill payment options? If yes, please name the options:

………………………………………………………………………………………………………………………………………………….

Open-ended Question

Nominal Scale

Q.7- Are you getting tips from BSES on how to conserve electricity? a) Yes …………….….

b) No …………….….

Nominal Scale


Two choices Question

Q.8- Are you satisfied with our communication related to new initiatives launched by BSES? a) Yes ………………

b) No ………………

Nominal Scale


Two choices Question

Q.9- Have you registered yourself for SMS / e-Bill? a) SMS Yes …………….….

No …………….…. b) E-bill Yes …………….….

No …………….….

Nominal Scale


Two Choices Question

Q.10- Which payment option is most preferred by you? a) Kiosk …………….…

b) Credit card / net banking …………….…

c) BSES counter …………….…

d) Jeevan counter ……………....

e) Cheque in mail ………….…...

f) Drop boxes in metro stations ……………….

g) Sky pack ……………….

h) Oxicash and oxygen ……………….

i) Easy bill ……………….

j) Suvidha ……………….

k) ITZ cash ……………….

l) Pay by phone ……………….

Nominal Scale


Multiple Choices Question

Q.11- When you visit at customer care centers; how was the response? a) Very good ………………

b) Good ………………

c) Fair ………………

d) Poor ………………

e) Very Poor ……………...

Reasons:…………………………………………………………………………………………………………………

Ordinal Scale


Q.12- Please explain your current complaint? Nature:………………………………………Complaint No.: ……………………………………… Brief Details:……………………………………………………………………………………………… Resolved / not resolved:……………….…………………………………………………………… No. of days taken to resolve:……………………………………………………………………..

Open-ended Question

Q.13- Please share three ideas that can improve our services?

…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………

Open-ended Question

iii. Sampling and Field Work Design BSES Rajdhani Power limited has total 19 Division/Customer Care Centre across various Districts in South and West of Delhi. So we visited total 7 Division / Districts centre and Customer Care Head office/Corporate Office. Survey was conducted total 18 day (2 day at each visited place) during 26

th April 2011 to 25

th May 2011.

The list is written below: 1) Customer Care Centre of Head office—Nehru Place 2) Key Consumer Cell of Head Office—Nehru Place 3) Janakpuri Division –Harinagar 4) Nehru Place Sub Division Office—East of Kailash 5) Hauz Khas Division Office 6) Alaknanda Division Office 7) Sarita Vihar Division Office 8) Tagore Garden Division Office 9) Vikas Puri Division Office

iv. Data Collection—Survey For the raw data collection we conducted a survey amongst 224 consumers of BSES. It was a face to face interview. We picked-up the respondent at BSES Division/Customer Care office at various Districts of Delhi. It was really a nice journey and respondent were truly amazing. Each of the respondents who took participates seemed very interested in our survey. In these data you would found some non-responded question it means consumers do not had sufficient and appropriate information about that answer of the question.

v. Data analysis/interpretation Data analysis of each question throughout the collected data written below:

Q.1- Are you satisfied with the services of BSES?

Responses:

In the first quest we want to know how much consumer are satisfied with BSES offering services.

Options Respondent in Number Respondent in %age

A) Yes 214 95.55 %

B) No 10 4.46 %

Total 224

A) Satisfied 96%

B) Not Satisfied 4%

Consumer Satisfection

Q.2. Please ranks the service quality offered by BSES: Responses: In the 2

nd question we want to identify quality of BSES offering services. In the modern era, everyone wants best quality

of services. Good quality of services makes a good image of company.


A) Highly Satisfied 17 7.589 %

B) Quite Satisfied 155 69.196 %

C) Somewhat Satisfied 34 15.178 %

D) Needs Improvement 18 8.035 %

E) Extremely Dissatisfied 0 0 %

Total 224

Highly Satisfied

8%

Quite Satisfied 69%

Somewhat Satisfied

15%

Needs Improvement

8%

Services Quality

Q.3- Please rank the following services offered by BSES as per your personal experience. Responses: This question is about services that are offered by BSES and some of their attributes. a) Power Supply

Options Respondent in number Respondent in %age






Total 224

Highly Satisfied 52%

Quite Satisfied 28%

Somewhat Satisfied 13%

Needs Improvement 7%

Consumer Satisfection on Power Supply

b) Supervision





D) Needs Improvement 31 13.964%

E) Extremely Dissatisfied 1 0.45 %

Total 222 within 224 because 2 person

had not any experience about this


Quite Satisfied 26%


Needs Improvement

14%

Extremely Dissatisfied

0.45%

Consumer Satisfection by Supervision

c) New Connection





D) Needs Improvement 17 24.638%


Total 69 within 224 because 155

respondent had not experience

about new connection


Quite Satisfied 30%


Needs Improvement

25%


9%

Consumer satisfection on New Connection

d) Billing






E) Extremely Dissatisfied 2 0.897%


respondent had not information

about this


Quite Satisfied 23%


Needs Improvement

19%


1%

Consumer Satisfection on Billing

e) Behavior








respondent did not say about this


Quite Satisfied 36%



Consumers Satisfection about Behaviour of Employee

f) Payment Option




C) Somewhat Satisfied 11 4.91%



Total 224


Quite Satisfied 36%



Consumers Satisfection on Payment Option

g) Safety









about this

Highly Satisfied 53% Quite Satisfied

30%


Needs Improvement 11% Extremely

Dissatisfied 1%

Consumer Satisfection on Safety

h) Power Fluctuation









about this


Quite Satisfied 31%




1%

Consumer Satisfection on Power Fluctuation

i) Load Enhancement









about load enhancement


Quite Satisfied 41%

Somewhat Satisfied

12%

Needs Improvement

16%


2%

Load Enhancement

j) Doors Steps Services









about Doors Steps Services

Highly Satisfied 6%

Quite Satisfied 29%

Somewhat Satisfied

21%

Needs Improvement

33%


11%

Doors Steps Services

k) Web Support Services









about Web Support Services


Quite Satisfied 38%

Somewhat Satisfied

26%

Needs Improvement

15%


6%

Web Support Services

l) Regular Bill Delivery









about this


Quite Satisfied 20%


Needs Improvement

15%


4%

Regular Bill Delivery

m) Metering









about this

Q.4- How much time BSES takes in resolving your complaints? f) Within one week ………………

g) Within two weeks ………………

h) Within three weeks ………………

i) Within four weeks ………………

j) More than a month ………………

This question can not be justified on consumer’s responses those have been taken during the survey because BSES is executing on each complaints within a different timeline outlined by Delhi Electricity Regulatory Commission—DERC.


Quite Satisfied 17%


Needs Improvement

9%


1%

Metering

Q.5- Please rank the behavior pattern of BSES customer care representative

This question shows the behavior of Customer Care Representative of BSES. Because every consumer might be have different experience whenever they visit. Responses:

Options Responses in number Responses in %age

a) Courteous and well informed

128 57.66 %

b) Courteous but not well informed

79 35.59 %

c) Informed but not courteous 4 1.8 %

d) Somewhat courteous and informed

8 3.6 %

e) Rude and ill informed

3 1.35 %


respondent did not respond on

this

Courteous and well informed

58%

Courteous but not well informed

35%

Informed but not courteous

2%

Somewhat courteous and

informed 4%

Rude and ill informed

1%

Behaviour of Cuctomer Care Representative

Q.6- Are you aware of the various bill payment options? If yes, please name the options:

By this question we want to find out consumer awareness on Bill Payment Option offered by BSES.

Bill Payment Option Respondent awareness in number Respondent awareness in %age

a) Kiosk 169 75.45 %

b) Credit Card/Net Banking 44 19.64 %

c) BSES Counter 206 91.96 %

d) Jeeven Counter 25 11.16 %

e) Cheque via Mail 8 3.57 %

f) Drop Boxes 33 14.73 %

g) Skypack 6 2.68 %

h) Oxicash & Oxizen 9 4.02 %

i) Easy Bill 62 27.68 %

j) Suvidha Kendra 13 5.8 %

k) ITZ 12 5.36 %

l) Pay by Phone 2 0.89 %

Total Each respondent is aware many Bill payment Option

75%

20%

92%

11% 4%

15%

3% 4%

28%

6% 5% 1%

Consumer Awareness on Bill Payment Option

Q.7- Are you getting tips from BSES on how to conserve electricity? The purpose of the 7

th question is to find out communication between consumers and company. How the company

making the people aware on power saving. Responses:


A) Yes 53 23.87 %

B) No 169 76.13 %


respondent not replied

Q.8- Are you satisfied with our communication related to new initiatives launched by BSES?

This question also shows communication between consumers and company. How much people get to know BSES’s new initiative that is being launching.

Responses:

Yes 24%

No 76%

Consumers getting Electricity Conservation Tips

Yes 18%

No 82%

Consumers Awareness on New Initiative of BSES


A) Yes 40 18.02 %

B) No 182 81.98 %


respondent not replied

Q.9- Have you registered yourself for SMS / e-Bill? In the 9

th question research objective is to find out how much consumer have been registered for “Bill on

SMS/Email-ID”. Responses:

Registered For Options Respondent in No. Respondent in %

SMS a) Yes 22 10.09 %

b) No 196 89.91 %

Total 218 within 224 because 6 respondent are not replied

E-Bill a) Yes 11 5.16 %

b) No 202 94.84 %

Total 213 within 224 because 11 respondent are not replied

Bill on SMS

Bill on Email-ID

10%

5%

90%

95%

Consumers Registeration for Bill on SMS/Email

Rgistered Not Registered

Q.10- Which payment option is most preferred by you?

This question describes the consumer preference on Bill Payment Options.

Responses:

Bill Payment Option Respondent in number Respondent in %age

a) Kiosk 58 25.89 %

b) Credit Card/Net Banking 18 8.04 %

c) BSES Counter 133 59.38 %

d) Jeeven Counter 3 1.34 %

e) Cheque via Mail 2 0.89 %

f) Drop Boxes 2 0.89 %

g) Skypack 0 0 %

h) Oxicash & Oxizen 1 0.45 %

i) Easy Bill 4 1.79 %

j) Suvidha Kendra 2 0.89 %

k) ITZ 1 0.45 %

l) Pay by Phone 0 0 %

Total 224

26.00%

8.00%

59.00%

1.00% 1.00% 1.00% 0% 1.00% 2.00% 1.00% 1.00% 0%

Most Prefered Bill Payment Option by Consumers

Q.11- When you visit at customer care centers; how was the response? This question represents the activeness and communication system of the customer care centre. Responses:


a) Very good

8 5.3 %

b) Good

53 35.1 %

c) Fair 54 35.76 %

d) Poor

29 19.21 %

e) Very Poor

7 4.64 %


respondent are not replied

Q.12- Please explain your current complaint? Nature:………………………………………Complaint No.: ……………………………………… Brief Details:……………………………………………………………………………………………… Resolved / not resolved:……………….……………………………………………………………

No. of days taken to resolve:……………………………………………………………………..

This question was taken only for consumer’s complaints that have not been resolved yet. After getting the related data those were taken into consideration by the department.

Very good 5% Good

35%

Fair 36%

Poor 19%

Very Poor 5%

Communication System of Customer Care Centre

Q.13 Please share the ideas that can improve our services? Question represent the open-ended response of the consumer if the consumer has any idea for services

improvement of BSES . Ideas:

S No. Suggestions/Ideas of customers Company View Customer attention

1 Web Supports Services should be improved. Already provided They can visit website

it is working properly.

2 Please lay down the wires in depth because

somewhere wires are not properly covered.

Action will be taken. They should inform

such issue time to

time.

3 Meter should be installed inside the houses. Not recommended Creates problem in

meter reading

4 Dual reading system in meter (Lean hour

uses, Peak hour uses).

Beyond the purview of

DISCOM

Follow the DISCOM

rule

5 Payment by Drop boxes at Metro stations

should be collected on daily basis.

Already exist They can use this

mode of payment

without hesitation.

6 Replace the damage boxes on Metro

stations.

This will be considered

by DMRC.

They can approach to

DMRC.

7 Please clarify the concession slab for retired

employee from BSES.

Beyond the purview of

DISCOM

8 Power fluctuation is happening due to

power theft from poles. So please

investigate.

Enforcement dept. will

take care of it

They can approach to

Enforcement dept. if

they get it next time

9 BSES Counter should be more in Govind

Puri.

Already planned for

Kiosk near to Okhla

Phase II

There are another

payment options.

Please use it

10 If person himself is telling the meter reading

by phone then it should be noted down.

Consumer manipulates

to readings

Meter reader are

already collecting the

readings, help them in

meter reading.

11 Please install the switches for streetlights so

that power can be saved whenever light is

not needed.

There is already

automatic twilight

switches which can on

and off the light

according to sunlight.

All the people are not

sincere so they can

left it ‘ON’ which can

create more losses.

12 Regular bill delivery should be there. It is already there

however this will be

checked up.

Please ensure your

address is correct &

contact to division

office for information.

13 Please check out the tempered meters. Action will be taken. Please register a

written complaint at

the center.

14 Need one month room for bill submission

from the issued date.

Sufficient time is there.

It does not create any

problem in submission

of bill.

They can check their

bill on website also if it

is being late. Also SMS

and e-mail will be

send to the customers

for prior information.

15 DSS is not effectively working. Issue considered They can take help

from Customer help

desk also.

16 Employers are taking bribes for new

connection.

Company takes strict

action against it.

Please inform to the

vigilance with all

details.

17 Safety improvement of connections & wires. O&M dept. will take

care of it.

They can register

complaint against it at

complaint centers.

18 Long power cut should be resolved. It is not there except

than any major fault.

If it is so then they can

complaint in

respective divisions.

19 Release of new connection should be

division wise.

DSS is looking after all

new connection.

They can apply for it at

their respective

divisions.

20 Drop-Boxes should be in Vikarspuri near

Uttam Nagar.

Only RWA’s request

can be approved.

Customers can

approach to

respective RWA

members.

21 Duplicate bill option must be available at

payment counter.

It is available at CHD. If it will be there it can

create problem in

collecting the cash

which is sensitive.

22 BSES should give tips to consumer, how to

conserve electricity?

Already uploaded on

the website and Citizen

charter. Time to time it

is delivered in synergy

also.

They can download

the information from

website and also they

can carry the citizen

charter which is easily

available at divisions.

23 Jeevan Counter should work on regular

basis.

It is not under the

control of BSES, only

they are supporting to

us in collection of bill.

They can use rest of

other option which are

working effectively.

24 Information about bill payment option

should be available in bilingual (Hindi &

English) language.

Not possible Customer can ask at

the divisions if there is

any confusion

25 Behavior of Customer Care Executive should

be gentle.

They should be. Please talk to division

head if you are getting

problem.

26 Please update manuals time to time. Universal format is

there however if there

is any confusion

contact to divisions.

27 More Bill payment option should be in Okhla

Mandi.

Revised Use others mode of

payment also.

28 Do not use the previous meter reading if

house is locked.

Connection may be

effected.

Please help in meter

reading so that your

bill will be error free.

29 There should be a separate line for Sr.

Citizen at bill payment counters.

It is there for Ladies

and Sr. Citizen. Their

bills are collected on

priority basis.

They can ask for this

right at counter if

getting problem.

30 Basic units should be increased up to 400

units.

Beyond DISCOM

purview

31 Please take necessary & immediate action

against the complaint.

Responding as soon as

possible.

Please ensure time

frame of complaint

and request.

32 In Jasola Vihar, Customer Care Centre is

extremely needed.

Not Possible If not getting, inform

to the respective

division.

33 Please provide the information about

Synergy to the Badarpur’s Consumers.

Attached along with

electricity bill.

34 Please allow all centre’s to collect the bill

payment of above Rs. 4000/- at cash

counter.

Beyond DISCOM

purview

BSES is collecting the

entire bill above Rs

4000 also after

authorization by DGM

or his authoritative

person.

35 External vendor collecting the bill should

show their ID card.

It is recommended. Person can ask for the

same otherwise don’t

submit your bill at that

center.

36 Power theft is common in Sarita Vihar,

please investigate the area & take necessary

action.

BRPL takes action time

to time.

If they get particular

information about

power theft please

inform to vigilance.

37 Earth leakage problem and Cable & wire

connection are not safe in C R Park, Block- B,

please investigate the area & take necessary

action.

Please install ELCB at

premises.

Contact to respective

O&M dept.

38 Prepaid system should be there for Bill

payment.

System exists They can deposit any

amount in advance.

39 ITZ cash cards are not available in

denomination below 1000.

This is problem of ITZ.

40 Consumers should be informed about the

services of BSES through media.

Already did and it is

continued.

Should pay attention

about the

communication.

41 Please improve the technology of meter

reading.

In the process

42 After receiving the payment of bill, it should

be confirmed to the consumer by SMS or

Email.

It is for online payment

and considered for

others option also.

9.4 Finding

Most of the Consumers are satisfied with the services of BSES.

Around 92% of the consumers are satisfied with quality of the services and 8% told that there should be improvement

needed.

Around 93% of the consumers think that power supply is good and 7% want improvements.

By the supervision around 86% of the consumers satisfied but 14% want improvement.

New connection process has around 63% satisfaction of the consumers but 25% want improvement and 9% are

extremely dissatisfied.

Around 80% of the consumers are satisfied with billing process but 19% are not completely and 1% are extremely

dissatisfied.

Behavior of the employee is so good only 5% of the consumers want improvement.

Bill payment options are up to the mark now only 1% of the consumers need more in number.

Safety by the Power distribution gives 88% satisfaction to its consumers but 11% of the consumers need improvement

and 1% are extremely dissatisfied.

Power fluctuation is happening at few places around 17% consumers want amendment in this.

Load enhancement process creates problem sometime so 18% consumers want rectification in this process.

Doors steps services is serious concern 33% consumers demanded immediate action on it and 11% consumers

hopeless from DSS.

Although 79% consumers are satisfied with Web support services but it should be more convenient.

Bill delivery shows 81% satisfaction level of the consumers but somewhere problem is occurring due to wrong address

otherwise absence of the consumer.

Meter is working properly and shows 90% satisfaction level of the consumers.

Customer care representative is doing their duty up to the mark sometime miscommunication happen.

BSES counter and Bill payment kiosks is most preferred and have awareness of the consumers, Internet Banking and

Easy Bill also being preferred and aware by consumers.

BSES is striving to communicate people about power saving and new initiative taken.

Although so much consumers are not registered yet for Bill on SMS/Email ID but now consumers are being aware so it

will be accepted soon.

Although 75% of the consumers have good experience of customer care centres but here should be more customer

supportive environment.

9.5 Recommendation

In case of power cuts please inform the consumers before throughout suitable communication system.

Advertising throughout the media like T.V Channels, FM Radio, Internet, Public Displays etc.

Latest technology awareness to consumers for power saving and Eco-Friendly like LED light, power saving electronic instruments.

More coordination is needed in employees.

In case any changes in communication system of the company then please inform the employees before so that lest turbulence to consumers and employees.

Consumers are suffering from DSS so please there are extremely needs of improvement as soon as possible.

There should be more awareness about existing Bill Payment Options.

Please make improvement in supervision.

Please send Bill Paid statement on mobile or email id.

WEBSITE IMPROVEMENT SUGGESTION

1. Demos with flash player in the beginning of login with website should be given for

Meter

o How to read your meter readings?

o Show the critical part of it which should not be damaged and if it is so then what action will be taken

against it.

o Other information regarding meter if useful for customer to be added.

Billing report

o This will includes display of

How to check the bill amount against consumed electricity?

From where they can get these information.

Other parts of billing status which can help to customer care dept. and consumer should be

display.

Payment options should be also display in pictorial format.

o How they can use it easily.

o Mail it to each customer.

2. Pictorial view of Do’s and don’ts

3. Data given on website should be correct and valid till the date.(e.g. customer profile 16.44 vs 15.53 Lakhs)

4. Rewards scheme against information about theft of power should be highlight, indicating that their names should be

kept secret.

5. Events regarding public awareness should be email to consumers.

6. Online survey feedback option is not working properly. Also server should be fast and contents should be opened i.e.

displayed on the website.

7. Advertisement regarding public awareness, services, initiatives may be given through local channels, also this can be

done through radio, banner also.

8. Weekly emails and SMS to consumers regarding useful tips of energy conservation, safety and others services.

9. Send online survey to each customer at monthly basis.

9.6 Annexure

9.7 Bibliography

www.bsesdelhi.com

www.relianceada.com

www.delhitourism.gov.in

www.bijlidost.org

www.google.com

http://www.bsesdelhi.com/

http://www.relianceada.com/

http://www.delhitourism.gov.in/

http://www.bijlidost.org/

http://www.google.com/

BSES (2)

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Transcript of BSES (2)