Cesc Services & Practices

CUSTOMER SERVICE AND BILLING PROGRAMS in CESC Limited, Kolkata
Debasis Gupta, Dy General Manager (Commercial) Soumitra Ghosh, District Engineer CESC Limited, Kolkata
SOUTH ASIA REGIONAL DISTRIBUTION UTILITIES PARTNERSHIP EXECUTIVE BUSINESS TRIP
February 23 -25, 2004

New Delhi, INDIA
SARI/Energy Regional Distribution Utilities Partnership Executive Business Trip February 23-25, 2004 New Delhi, India 20043 New Delhi, India
Serving the City of Joy for over a century Kolkata & Howrah CESC Limited
Private Sector Utility A RPG Group Company Max Demand : 1280 MW Gen Capacity: 1065 MW
SARI/Energy Regional Distribution Utilities Partnership Executive Business Trip February 23-25, 2004 New Delhi, India
CESC Limited A Snapshot

Licensed Area 567 Sq Kms
Year ending 31.3.03:
Units Sold: 5557 MU T&D Losses : 18. 8 % Energy Generated ~ 80% Energy Imported ~ 20 %
50 Kms
River Ganges
MAINS DISTRICTS : 10 REGIONAL OFFICES : 6 BILLING DISTRICTS : 70 CASH OFFICES : 38

15 Kms
Energy Sales in 2002-2003 Total Sales = 5557 MU excl Energy supplied to WBSEB
Consumers HT LT 1626 1.83 Million Domestic 41% Others 9% Industrial 32% Commercial 18% Sales 42 % 58 %
BILLING PROGRAMS
Core Billing System

Disconnected Consumers Meter Readings
Electricity Bills
Payment Information
Core Billing System
Credit Control
New Consumers
Security Deposit
MIS Reports
First Computerized Billing system in India - 1973

Billing System
In-house developed software:

Time tested validations and filters Hardware: Sun 4500 Series Servers RDBMS: Oracle 9i
Billing: Interconnected Computer Systems

New Application Processing Extensions Monthly Meter Readings Disconnections & Reconnections Billing abatements and adjustments
MAINS - DISTRICT OFFICES
REGIONAL OFFICES
Payments
Fibre Optics & Microwave Fibre Optics & Microwave
CESC NET CESC NET
CASH OFFICES
INTERNET INTERNET
IT DEPARTMENT : Bill Preparation
METERING DEPT LOSS CONTROL CELL LEGAL DEPT
www.cescltd.com
Meters Readings Taken through MRIs:

Intelligent Static Meters
HT Meters : ~ 1700 Nos. CT-Operated LT Meters : ~ 2000 Nos

Such meters account for ~ 50% of Units sold.
Taken manually:
Electromechanical Meters LT Meters : ~ 2 Million
More than 50% are now Superior Quality
The Electricity Bill Normal LT Bill Notice Bill
Bar-Coded Delivered through Courier

Ad-Sales Advertisements on Bill Face
Accompanying mailers Special Covers Direct mailing / sampling
Payments
POC Terminals at Cash Offices Mobile Cash Vans POC Terminals with Bar-Code Readers & MICR Machines
Cheque Drop Boxes across city
Cheque Drop Boxes across City
Win Win Arrangement
Voluntary Advance Payment: CRES `Convenience REturn Security 11.5 % interest paid
Conditions of Supply/ Electricity Supply Code

So far CESCs own Conditions of Supply prevail U/S 50 of the Indian Electricity Act, 2003 the State Regulatory Commission is to specify the Electricity Supply Code . Approach Paper prepared covering: Recovery of Electricity Charges: Periodicity of Bills, Bill Particulars, Bill Payments Recovery of Arrears, Disputed/ Erroneous Bills etc Disconnection/ Reconnection of Supply & Access to Consumer Premises Disconnection for non-payment & tampering Reconnection of Supply Access to Consumer Premises etc.
CUSTOMER SERVICE
Customer Enquiries/ Complaints

Supply Related LT Customers can call 24/7 Service Centers Call Center: 1912 HT Consumers can call Control Room Billing/ Metering/ Payment Related Customers can Visit Regional, District & Cash Offices Talk over telephone Interact through Web site
Contact details on Bills and through Media and Mailers
3- Tier Consumer Grievance Redress Forum If consumers are not satisfied with redress of their complaints, they can approach the Forum. TIER 1 Senior Commercial Executives
For Commercial matters metering, billing, payments etc.
District Engineer
For Supply matters new connections, extensions, interruptions etc.
TIER 2 Managers/ Sr Managers of Regional Offces TIER 3 Chief Manager, Customer Relations
Performance Standards
Section 57 of the Indian Electricity Act, 2003 requires performance standards to be framed by Regulator. Two categories of Performance Standards suggested by WBERC: Assured Standards - these must be met in each individual case, failing which the utility has to compensate the consumers. New connections & load extensions Interruption of supply unplanned & planned Voltage complaints Meter problems Responding to Billing & Payment queries & complaints Overall Standards - these indicate the minimum level of service, which the consumers could expect from the utility. Data could be published for inter-utility comparison.
Enhanced Customer Focus

Contact hours with customers extended by 30 minutes Orientation and Training programs for staff HT consumer visits Accelerated Meter Exchange Programs
Only Superior Quality meters procured now very low failure rate more tamper-evident
Customer Perception Survey
Communicating with Customers the harsh side
Banners Railway Stations Cinema Halls Media Press & Television Mailers regarding seals Car Stickers
Communicating with Customers the pleasant side
Banners Mailers Fairs Puja Pandals
The new mantra To be more efficient, reduce costs, become consumer responsive, or perish
Thank You

Cesc Services &amp; Practices

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CUSTOMER SERVICE AND BILLING PROGRAMS in CESC Limited, Kolkata

SOUTH ASIA REGIONAL DISTRIBUTION UTILITIES PARTNERSHIP EXECUTIVE BUSINESS TRIP

February 23 -25, 2004

CESC Limited A Snapshot

MAINS DISTRICTS : 10 REGIONAL OFFICES : 6 BILLING DISTRICTS : 70 CASH OFFICES : 38

Core Billing System

Core Billing System

First Computerized Billing system in India - 1973

In-house developed software:

Billing: Interconnected Computer Systems

MAINS - DISTRICT OFFICES

Fibre Optics & Microwave Fibre Optics & Microwave

CESC NET CESC NET

IT DEPARTMENT : Bill Preparation

METERING DEPT LOSS CONTROL CELL LEGAL DEPT

Meters Readings Taken through MRIs:

HT Meters : ~ 1700 Nos. CT-Operated LT Meters : ~ 2000 Nos

The Electricity Bill Normal LT Bill Notice Bill

Bar-Coded Delivered through Courier

Ad-Sales Advertisements on Bill Face

Accompanying mailers Special Covers Direct mailing / sampling

Cheque Drop Boxes across city

Cheque Drop Boxes across City

Win Win Arrangement

Conditions of Supply/ Electricity Supply Code

Customer Enquiries/ Complaints

Enhanced Customer Focus

Customer Perception Survey

Communicating with Customers the harsh side

Communicating with Customers the pleasant side

Banners Mailers Fairs Puja Pandals

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Cesc Services & Practices

Cesc Services & Practices