Outage Management System (OMS) Implementation at R-infra

RInfra's Present System: Its a well established process that if a consumer need to
complain about the services, he will contact complaint center or call center for the
purpose. The complaints received are communicated to complaint handling
stations from where they are given to field crew for attending based on the
location address. Thereafter maintenance crew will take over. He will track the
network from consumer end to fault point. He then identifies the type of problem
and after attending the same, complaint will be resolved. Presently, Rinfra
Mumbai Distribution uses Complaint Management System (CMS) which is a
stand-alone system. This system keeps track of the status of complaint and the
data is fed by the personnel at complaint handling stations.
Identification of fault plays a key role in faster resolution of complaint. Today it
solely depends on experience and intelligence used by the personnel while
attending the complaints. If the same intelligence is used in developing the
complaint handling system, then it will help the personnel to identify the faulty
section prior to visiting the site and can attack the right area for faster resolution
of the problem.

RInfra's Future System: The present system being used do not have inbuilt
intelligence to pinpoint the fault location. With integration of other systems the
intelligence can be built for developing better system. Following systems
established in Rinfra Mumbai distribution can be utilized for the purpose;
 SCADA: Help to Identify major breakdown in network.
 Geographical Information System (GIS): Captures network details from source to
the supply point of consumer.
 SAP system: Customer database can be referred through this system.

To improve the response time of consumer complaints, R-infra has come up with
Outage management system (OMS). Its a integration of complaint handling system
with SCADA, GIS and SAP. By combining the locations of outage (complaint) calls
from customers and GIS, inbuilt rule engine is used to predict the locations of fault.

Benefits of OMS:
 Outage durations will be reduced due to quick response based upon problem
location prediction.
 It will provide information to key stakeholders (Customers, emergency officials,
etc.) about the outage as it integrated with SCADA, GIS. Similarly progress of
restoration will also be available through system.
 It will reduce outage frequency due to use of outage statistics for making targeted
reliability improvements.
 Using OMS, response to consumer complaints will improve.
 In future OMS can be integrated with Automated meter reading (AMR) for
consumer outage detection, and thus serve as virtual calls indicating consumer
who are affected before they lodge complaint.
 Another system that can be integrated with an outage management system is a
mobile data system. This integration will provide the ability for outage predictions
to be automatically sent to crews in the field on his Personal Digital Assistant
(PDA) and crew can update the status on OMS with information such as
estimated restoration time.

OMS implementation in our Mumbai Distribution is first of its kind to be

implemented across India.