Tata Power Delhi Distribution Ltd.

SAP ISU
Transforming
‘Customer Service’
Through Digitization and Technological Innovation
DIGITAL STORY
@
Tata Power-DDL
 Tata Power-DDL BUSINESS OVERVIEW

Values Values
Parameter (Jul'02) (Mar'16)
AT&C Loss 53.10% 8.88%
Annual Energy
970 MW 1791 MW
Requirement
Total Registered
7 Lakhs 15.3 Lakhs
Customers

Joint Venture of Tata Power Company and Govt. of Number of Employees 5600 3525
NCT of Delhi (51: 49)

Licensed for distribution of power in North and

North West Delhi Turnover INR 6174 Crs
Certifications : ISO 9001, 14001, 27001, 22301, 31000,
SA 8000 & OHSAS 18001 Area 510 SQ KMS
 Our Consumers
Macro
High End Opinion Influencers
Segments
Key Special
Micro High Revenue Govt & High Consumer
Xpress Consumer Consumer
Segments Base Institutional Base
Group Group
500 KW
100-499 KW 11 – 99 KW 11 – 99 KW <11 KW Slum
Load & (Major
(Industrial & (Small (Eg DJB, (Domestic & Cluster
Type Industrial &
Commercial) Industries) DMRC, Banks) Commercial) Consumers
Commercial)
Nos.% 0.02% 0.08% 4.23% 0.64% 82.99% 12.04%
Billed
15% 7% 39% 3% 34% 2%
Revenue %
Number % Break-up of Segments Revenue Contribution of Segments
SCG
2% Xpress
SCG KCG G&I 15%
12% 0.08% 1%
HCB KCG
HRB 34% 7%
Xpress
4%
0.02%

HRB
HCB 39%
83% G&I
3%
Initial Challenges in July 2002
- Revenue Cycle Process

20,000 applications pending for New Connections

- even Attribute change (Name, Load etc.) requests were pending for years

1,00,000 Billing Complaints

- 15% of the consumer base complaints pending in files

Erroneous Consumer Database

– 50% of consumers had some form of an error

Absence of Consumer Relationship approaches

– virtually no emphasis on consumer comfort

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

Nothing moved unless long hours were spent standing in queues

with absolutely No civic amenities.
 Initial Challenges in July 2002
- Network & Operations Management
53% AT&C – Huge Losses to Govt . of Delhi

Dilapidated Distribution Network

- TPDDL area accounted for 40% of the total units shed in Delhi. An average
consumer faced 110 hours of interruption.

Issues in Fault Restoration

– no accountability as system was prone to manipulation.

Dismal functionality rate of Street Lights

– issues with road owning agencies.

No systemic process for Communication to Consumers

- with regard to power interruptions

Material availability and monitoring of stock levels

– a key concern

Fire Fighting stage called for immediate actions which could give quick results,
and help us gain credibility amongst consumers
 IT Strategic Roadmap

Process Business
Improvement • Enhance Customer Experience Growth
• Loss Reduction
• Smarter Utility
Adoption of Sustainable
Best Safety • Cost Reduction Technology
Practices • Business Growth Adoption
• Zero Accidents/ Incidents
• Top 10 companies to work for Improve
Regulatory
Employee
Compliances
Productivity

Customer
Information
Service
Security
Initiatives
Enhance Study and
Cost Adoption of
Response
Optimization Best Practices
Time
7
 Driving force towards E-Governance

•Identification and evaluation of present challenges

•Safeguarding interests and facilitating employees

•Reduction of Losses and operational costs

•Innovation and Automation

•Adoption of Process and Technology Best Practices

•Enhanced Customer Convenience

•Secured information sharing

7/7/2018 8
 Change Management

• Setting short term and long term Vision/

Goals/ Objectives
• Leaders must own and drive change
• Transparency and clear communication
• Structured processes and documentation
• Identification of change agents at
different hierarchies
• Continuous training and motivation
• Monitoring, Feedback and Evaluation

9
Steps Towards Successful Change Management
 BUSINESS
PROCESS RE-
ENGINEERING
 The First Step – Business Process Re-engineering

Business Process Reengineering is a dramatic change initiative that contains five major steps

• Refocus company values on customer needs

• Redesign core processes, often using information

technology to enable improvements

• Reorganize a business into cross-functional teams

with end-to-end responsibility for a process

• Rethink basic organizational and people issues

• Improve business processes across the

organization

12
Business Process Re-engineering
- Strategic Approach (Role Clarity)

Zonal Erstwhile - the ONLY Touch Point for all Operational &
Commercial Activities
Office

Central
Zonal District
Back
Office Office
Office
Decentralized Centralized 9 Module Revenue Cycle
Empowerment at Field Level Management
Focus on Operations Consumer Segmentation
Network Management Benchmarking for Consumer Service
 Business Process Re-engineering
- Strategic Approach (Uniformity)
Customer Service (1)
Call Center Consumer Care Center Website Email Letters Drop Boxes

Connection & Meter Reading & Billing Revenue Recovery

Management Management & Collection

• CMG (2) • MRG (4) • RCG (6)

• MMG (3) • RBG (5) • RRG (7)

Revenue Discipline & Assurance

RDG (8) – CEG&EAC RAG, PA CCM (9)

CMG-Connection Management Group MRG-Meter Reading Group RCG-Revenue Collection Group

MMG- Meter Management Group RBG-Revenue Billing Group RRG-Revenue Recovery Group
RDG-Revenue Discipline Group RAG-Revenue Assurance Group CCM-Corporate Commercial Group
CEG-Corporate Enforcement Group, EAC-Enforcement Assessment Cell PA-Performance Assurance Cell
Key Themes and Focus Area

15
 Setting up of – Technology
Infrastructure (IT & OT)

7/7/2018 16
 Current Technology Landscape
SAP-ISU
OFFICES WEB
WEB (BI/FICA/DM/CS)
D D
A A
TRANSCO T T SAP
Grid Stations (PM/PS/MM/HR/FICO)
A A

Sub Transmission AMR/PG/SPT BILL

Grid Stations C C
E E
N N
T T SCADA/ DMS/DA
Distribution E E
Stations R R
GIS

1 2
OMS
CUSTOMERS
Call Centre

COMMUNICATION NETWORK

Over 2700 Desktops/Laptops, 171 Servers, 132 Locations

17
 IT Infra at TPDDL

• IT Infrastructure
– Data Centers DC1 & DC2
• 170+ Servers (Critical Servers in
cluster mode which ensures high
availability)
• Over 2700 Desktops and Laptops
• Network Infrastructure
– Secured LAN & WAN Network
– All offices (132 locations) are
connected mostly through Fiber optics
• Office Automation
– Mailing System – Microsoft Exchange
– MS Office
• ISO 9001 & ISO 27001 certified

18
 BCP Technology
Application failover / Fallback

DC 1 CENNET DC 2 Inderpuri
Exchange SAMANVAY CRM AMR
Exchange SAMANVAY CRM AMR
GIS
GIS

Standby ERP Standby

Servers / Exchange/
Exchange ERP
Servers
SAN SAN
SAN SAN
WAN

FC Routers
FC Routers FC
Data Gaurd / DAG
FC replicating changed FC
data over network to
FC remote site FC
FC
EMC VNX
CLARiiON
CX-240
 Leveraging SAP Capabilities

SAP BW
SAP BCM HANA
(2013) (2015)
SAP ISU/
CRM
SAP ERP (2011)
(2006)
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 Current SAP Solutions & It’s Interfaces with
IT/OT Applications
SAP Enterprise Solutions Operational Technologies
PM Maintenance Actives
GIS Geographical Information System
PS Project/CAPEX Actives/Schemes
OMS Outage Management System
MM Procurement/Inventory/MRP
Supervisory Control and Data Acquisition :
HCM Personal, Payroll SCADA
Provides Live Operation Data
FICO GL, Budget, Payments
Distribution Management System for 11 KV
SD Sales-Non-Energy DMS/DA
Network/Distribution Automation
CS Customer Service S
B
DM Device Management & IReading
ESB (PI)
Other IT
BI Consumer Billing
FICA Consumer Payments
Interfaces
AMR, MDM
CRM Customer Relationship Management
Spot Billing , HDD
BCM Call Centre solution
SRM Reverse Auction IVRS

UCES Online service to consumer Payment Gateway, ATCM Reporting Solution

Pre Paid Server (From Heterogeneous DB Source)
Reimbursement, Salary Slip, Leave
ESS BW Business Ware House
Request ,Form 16 SMS & Mail Server

GRC Governance Risk Control(AC) Lab Testing M/c BO Dashboards, Crystal Report
Website

Industry Solution for Utilities – Customer Care and Service, Enables

complete revenue management cycle – No manual paper movement 21
 What is SAP ISU – CCS?

It stands for
Industry Solution for Utilities – Customer Care and Service

SAP for Utilities is an industry solution

developed to meet the requirements of gas,
water, and electricity companies of all sizes.

22
 ISU-CCS -- Modules

SAP SAP
CRM UCES
CS – Customer Service

DM – Device Management

SAP BI – Billing and Invoicing

BCM

FICA – Financial and Contract Accounting

23
 Key Benefits of SAP ISU Implementation
• Standard application based on industry best practices
• Tightly integrated application
 Leaves no scope of any leakage or mal practices
 Auto Reconciliation functionalities
 Integration capabilities with Non-SAP modules
• Enhanced Billing efficiency
• Easy implementations of tariff changes in standard billing schema
• Extensive reporting feature facilitates in providing a holistic picture to
the management through various reports and dashboards
• Standard system – Scalable, easily upgradable and compatible with
other key platforms (e.g. - windows)
• BPR activity during implementation have ensured optimization of
resources – thereby significantly reducing OPEX for the organization.

July 7, 2018 24
Customer Service Module (CS)

As the name suggests, this module facilitates with components to

manage services that are provided to the consumers. This module
is used to manage services and business transaction in ISU – CCS

S.No. Features
1 New Connection
2 Connection management
3 Complaint Management (Metering, Billing, Payment, etc.)
4 Move In / Move Out
5 Disconnection / Reconnection
7 Notification Based Automated Work Flow
8 Customer Information
9 Escalation Mechanism
 DN Payment

System Augmentation
(If Applicable)

New Connection Area wise batch creation for

request received at Meter Allotment
Call Center/
Consumer Care/
Website
Random Meter allotment and
Protocol Printing

Document Meter Installation and Energization

Submission, at Site
Appraisal, FSE

Protocol upload &

consumer brought into
Demand Note Billing net
Generation of Dues
Cleared Cases
First Bill
Generation

DN Payment
 SAP CRM
Web based interface for call center agents which is integrated with
the SAP BCM

S.No. Features
1 Customer Information
2 Notification Generation (Request/ Complaint)
3 Customer Fact Sheet (Master Data Overview)
4 Outbound Calling
5 Duplicate Bill
6 Customer Contact Details Modifications (Phone/ Billing Address)
7 SMS/Email/Paper Bill – Alerts (Activation/ Deactivation)
8 Customer special flagging (Disc. Notice, Enforcement, Legal, etc)
SAP – Business Communication Management

BCM is the call center interface which extends various

advanced telephony features to the Call Center Executives
S.No. Features
1 Integrated with SAP CRM
2 Unified Communication Routing
3 IVRS – Interactive Voice Response System
4 Voice Recording
5 CLI – Caller Line Identification
6 Call Barge in
7 Intercept
8 In call monitoring (Silent)
9 Auto Response
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SAP CRM and BCM Integration

29
 Key Benefits of BCM Implementation
• 24X7 Unified Call Center (No Supply + Commercial = Single Number)
• 40 % call resolution through IVR – due to BCM – CRM integration
• Reduced O&M expenditure due to manpower optimization, unified call
centre, process optimization & answering of calls through IVRS
• Overall Consumer satisfaction Index increased from 67 % to 71%

July 7, 2018 30
Device Management Module (DM)

This module deals with management of devices and is

integrated with MM, SD, PM and other modules of SAP

S.No. Features
1 Meter / Material Installation
2 Meter / Material Replacement
3 Meter / Material Removal
4 Testing and Certification
5 Meter Reading
6 Seals Management
 Meter Reading & Billing System

High End Consumers i.e.

AMR Express ,KCG & HRB Consumers
Sanctioned load : > 10 KW

SMRD Low End LT Consumers i.e. HCB

(Smart Meter Reading Device) Consumers
Sanctioned Load : 1 to 10 KW

SMRD JJ Consumers i.e. SCB

(JJ Consumers Billing) Consumers
Sanctioned Load : <= 2 KW
SAP ISU - Billing and Invoicing

This module deals with management of tariff schema

and Billing & Invoicing functionalities
S.No. Features
1 Create & Maintain Tariff
2 Schedule Bill Generation
3 Individual Bill Generation
4 Bill Revision
5 Assessment
6 Bill Out Sort
7 Invoicing : Invoice Generation & Printing & Joint Invoicing
8 Energy Audit

33
 Automated Meter Reading

Challenges faced:

• Different API’s for each meter vendor

and for each meter series
• Identifying the right Communication
Technology
• Manual Dialing of meters – No
scheduling possible
• No common Database
• Manual Analysis of Raw data

Benefits:
• Improved billing
• Improved security and tamper detection for meters and related equipment
• Effective energy management through profile data graphs
• Accurate meter reading, thus improved Energy Auditing

7/7/2018 34
 Process for Theft Detection
THEFT DETECTION IN AMR CONSUMERS

Theft/ Doubtful Raids are

AMR Sets of Logics Exceptional
cases are being
Downloaded are run on cases are
referred to conducted &
Meter Data raw data analyzed
Enforcement book case

THEFT DETECTION IN LOW END CONSUMERS

After booking
Quality Check is
Meter Reader report any done and cases of cases
kind of irregularity i.e. DT/ are referred to incentives are
DAE / Misuse observed at Enforcement
site inspection & theft being given to
booking agencies and
personals.

35
 Meter Reading Process
(for both NoN-AMR and AMR Consumers)

Installation Reading Data

Planning and
Confirmation and Data Downloading uploaded in SAP
Scheduling
Consumer sequencing Server

Pre-Audit of Billing-
Billing Quality Check: Exception handling &
Bill Generation RQC :
3rd Level Check Trouble shooting
2nd Level Check

Invoice Printing Bill Distribution E-bill/ SMS

2 Levels of Reading and Bill Quality Checks Before Consumer Bill Generation
 RQC / BQC – Dynamic Process

Identify root Revise

Complaint
cause of Exception
Analysis
complaint Criterion

Generation of Is Bill YES

Bill Analysis
Exception list Correct?

Mark the
case
Correct the Stop all the Mark the reason as OK
bill erroneous bills of error

Release all the

correct bills and
send for printing
 • Bill Format

July 7, 2018 38
 • Bill Format

July 7, 2018 39
 • Bill Format

July 7, 2018 40
 • Bill Format

July 7, 2018 41
Contract Accounts Receivable and Payable (FICA)

S.No. Features
1 Open Item Management
2 Payments ( Cash Desk , Payment Lot)
3 Security Deposit and Interest Calculation

4 Dunning
5 Installment Plans
6 Returns
7 Transferring Open Business Partner Items / Receivable and Payable
8 Submission of Receivable to External Collection Agencies
9 Write-Offs
10 NTA / Disputed
More than 5000+ Payment
Avenues

Location details for all

payment avenue on
website

One Payment Counter

every 3 KMs (Urban Area)

Nearest Payment Option

displayed on Bill

Collection VAN for Slum

/ Rural Areas
 Payment Gateway
Challenges:
• Changes in Billing S/W every time new
payment channel is to be introduced
• Manual Reconciliation of Payments
Benefits:
• A single window for receiving payments
through various channels & posting them
into the billing system
• TPDDL Cash Counters
• Website
• Any Time Payment Machine
• Drop Boxes, Jeevan etc
• Plug and play model
• Rigid Security features - payments accepted
through registered PC / ATPM / Counters only
• Generate comprehensive reports for top
management review
• Auto-reconciliation, Verification & validation of
payments
• All payment related validations / modifications
at a single place
 All Time Collection Module
• Works both in Off-line and On-line mode
simultaneously
• Seamlessly Integration with Payment
Gateway
• Bar Code based data collection and
provision to generate receipts on thermal
/slip printers
• Robust Security Features at each Level
• Provision to accept multiple type of bills,
installments, demand note etc.
• Software has unique provisions like Pre-Paid
Coupon Generation, Receipt Cancellation
• Provision to capture Cashier behavior
• Faster response time and User friendly

45
 TPDDL’s
Customer Centric Initiatives

46
 “Get closer than ever, to your
customers; so close, that you tell what
they need well before they realize it
themselves”

…….Steve Jobs

47
 Customer Interfaces

Single Helpline Number for All Complaints - 24X7 consumer service

(for No Supply and Commercial Complaints)

Centralized Call Center for Call Management and IVRS

13 Fully networked Consumer Care Centre

(for quick resolution of consumer complaints)

SMS Services: Information to customers like Bill Generation,

Bill Payment etc. through SMS

Planned Shutdown Information

(Proactive information to customer through SMS and on IVRS)

Video Conferencing
(direct connectivity to our back office)

48
Industry FIRST…
 Complaint Registration and Re-dressal
Mechanism

CRM system for Complaint Registration and Monitoring Mechanism

Hot Line Facility at Consumer Care Centre (connectivity after office

hours)

Spot resolution for Wrong Reading, No Reading etc. (Instant

resolution to customer complaint – SAP CRM)

System Enabled Escalation

(arresting the delays before crossing PA timelines)

Structured Grievance Handling Hierarchy

(CCAG: Highest Level of Committee for resolution of complaints)

49
Industry FIRST…
 Empowering Customers

Online Portal for customers to view details like Reading , Billing,

Consumption Detail.

Online - New Connection registration and other complaint

registration along status options.

Planned /Emergency shutdown information is provided

online against Area and Individual customer

Mobile App for customers to view their details and also report
Safety issues by clicking the photograph.

SMS Pull Services for Customers to know detail regarding connection

and planned shutdown

50
Industry FIRST…
 DIGITAL CONSUMER INTERACTION – Mobile App
Go MOBILE - App Based Instant Resolution

Promoting the Usage of Mobile App thru Facility of Instant Resolutions of

Requests / Complaints. Resolution on the basis of Credit Rating, Validations &
Meter Photo.
- On the SPOT resolution of Premises Locked Cases
- Rectification of Bill in Wrong Reading cases
- Street Light Complaint registration with GIS co-ordinates
- Instant Request Tracking for New Connections
- Alerts for un-planned outage/ Key regulatory changes
- App Promotion on FM / Monthly Lucky Draw
 Online Customer Self Service and Mobile App

Customer Self Service Portal

• Better reachability to consumer
• Easy access and manageability of self
account information to consumer
• Secured Online bill payment facilities
Mobile App ‘TPDDL Connect’ - for ‘On the
Go’ faster navigation to various services like
 Outage Information
 Electricity details and bill payment
 Previous consumption history details
 Previous payment details
 Request/Complaint registration and status
tracking
 Reporting of safety related incidents, etc.

52
 DIGITAL CONSUMER INTERACTION – Web Chat

Bi-Lingual Website
To Spread the Our Reach among all Stakeholders,
TPDDL Launched Hindi website –

- Option to Switch b/w Hindi & English Version

- Responsive Website - Page Auto Adjusted in
Accordance to Size of User Phone/Tab/PC Screen
Size

Web Chat Functionality for

Consumers on Website

• New communication mode for consumers

without any additional cost to the company
• Single agent can handle multiple chat sessions
• Reduced load on call center agents
DIGITAL CONSUMER INTERACTION - SMS

Instant Information - Proactive SMS Alerts

Proactive Information to Customer thru SMS

for :

- Information about the time and duration of Planned

Shutdown

- Estimated Duration of UN Planned Shutdown

- Bill Generation

- Due Date Reminder

- Payments

- Request & Complaint Status

 Interactive Email Communication

Key Features/ Benefits:

- Interactive Email format

- Standard across all Email

communication to customers

- Effective promotional tool

- Easy access to E-payment link and

customer login link

- Social Media links

 Online New Connections & Attribute Change

Making Entire Process from Document Submission

to Payment online
Ease of Application at Click Away

No Need for Customer to Visit TPDDL Premises

View Status of Request Online

Print & Pay Demand Note Online

Reduction in DN generation time to 36 Hrs

 Leveraging Business Warehouse for
Decision Making
Few Key Dashboards and MIS reports - contribute to meaningful business benefits:
• Regulatory report for ARR calculation and tariff determination
• System based network technical feasibility – New connection cycle time reduction
• Regulatory Performance Assurance Reports
• Billing and Collection Reports & Dashboards
• Asset Utilization Report

57
 DIGITAL FIELD OPERATIONS –
SCADA-OMS-GIS-CRM interfaced Process flow Implemented in
2012 - 13

Details of the Information

customer of an
& Outage
Customer
GIS Count OMS SCADA

Details like repair

history, Crew comments,
ETR also visible at SAP-
CRM

SAP - CRM Interactive Voice

Outage status was updated on TPDDL website Response(IVR) system
 IT-OT Integration Best Practice
(SAP-OMS-GIS Integration)

Customer calls
with service request

Call center generate call Enroute

tickets in
MWM FFA Module
SAP-ISU
Onsite

Outage Management System

Worked
 Benefits of System Integration (IT & OT)

Scheduled and Un-Scheduled Outage SMS

An excellent scenario of IT and OT integration used in Tata Power-DDL technology
landscape:

Planned Outage - Outage Management System interacts with GIS to get the
customers against the DT (through GIS customer indexing) under planned
outage schedule and returns it to CRM system to trigger SMS to the customers
in advance for the planned outage (Maintenance purpose) so that customers can
plan their activities accordingly in advance.

Unplanned Outage – OMS provides the estimated time of restoration for the
affected customers to CRM system and based on that information, SMS is sent
to the customers informing the power restoration timeline and same is also
shown in the CRM Screen, Website and Mobile App.

60
 Some Encouraging Results

Enhanced Ranking at Global level under ‘Ease of Doing Business’ (Reference – World Bank Group Study :
www.doingbusiness.org/rankings)
India Jumped 12 positions from Ranking of 142 (in 2014-15) to 130 (in 2016) under ‘Ease of Doing Business’ on
global platform.
India took significant leap of 67 positions from Ranking of 137 (in 2014-15) to 70 (in 2016) Under Category ‘Ease
in getting Electricity’ and,

As per recent revised ratings in October 2016 India has jumped 44
positions to ‘Rank 26’ under Category ‘Ease in getting Electricity’
61
 Change is the Key!!

“Excellence is a continuous
process and not an accident”

…….Dr. APJ Abdul Kalam

62
 Tata Power-DDL: Vision 2022

Great Places To
Work For
India

Smarter Discom
Single Digit AT&C Loss Levels

Supply Complaints

Incidents/
Accidents
Energy Neutral & Water
Billing Complaints Neutral for Self Significant presence: domestic & 63
consumption international
Future Digitalization

64
 Smart Grid Deployment - Technologies 76

Advanced Metering Business Intelligence /

Infrastructure (AMI) Data Analytics

Field Force Automation (FFA)

Integrated Communication
Enterprise Service Bus
Technology
THANKS…..

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