Public Private Partnership –

Re-engineering The Distribution

Sector

This document is confidential and a property of Tata Power Delhi Distribution Limited. No part of the document shall be reproduced without the permission of Tata Power-DDL.
Public Private Partnership – Re-engineering The
Distribution Sector
Pre-privatization: Delhi Power Situation in 2002

Age Old Network Unprofessional Culture

Outdated Technology Poor Consumer Service

Equipment Burn outs High Corruption

Inadequate Investment High Theft

Initial Challenges - 2002

Regular Power Cuts, Black Outs & Brown Outs of 4-6 hours

20,000 applications pending for New Connections

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

1,00,000 Billing Complaints

- 15% of the customer base complaints pending in files

Erroneous Customer Database

– 50% of customers had some form of an error

Absence of Customer Relationship approaches

– virtually no emphasis on customer comfort

No Digitization
- Limited Computerization / Absence of CRM for tracking and monitoring of
Customer Complaints
Perceptible Change - Then

Long Power Cuts

5
Perceptible Change – Now

24 x 7 Power Supply

6
Perceptible Change – Then

Manual Processes Pending New Erroneous Bills

Connections

7
Perceptible Change – Now

Integrated Web Services for Desktops & Handheld Devices

8
 Perceptible Change – Now

Details of the Informatio

customer & n
Customer Count of an
GIS OMS Outage SCADA
Details like repair history,
Crew comments, ETR also
visible at SAP-CRM

Outage status updated on SAP - Interactive Voice

TPDDL website with estimated CRM Response(IVR)
time of restoration system

9
Legacy…We Inherited

Dilapidated Network
Legacy…We Changed

Installation of Latest Substations, Circuit

Breaker etc. along with Network
Revamping
 Power Scenario in Delhi in 2002
Our Inheritance Need for Reforms
Financially
unhealthy
utilities
• AT&C/Theft losses range • Investment needed to
between 53% to 60% of Input improve Network

• Govt. Subsidies approx. USD • Subsidies - not a long term

240 Mn. per annum to bridge solution; Sector to be made
Revenue Gap Self Sufficient

• Pathetic Network Conditions • AT&C loss reduction and

sector efficiency
• Billing Receivables close to 1 improvements required
year outstanding
• Enhance consumer
• Poor Condition of Consumer satisfaction
Records
• Introduce Best Practices,
• Consumer nowhere in enhancing employee skill
focus/Regular black-outs and sets and morale
brown-outs of 4-6 hours

Vicious Circle of Un-sustainability

A new dawn on 1st July 2002…

Birth of Tata Power Delhi Distribution Limited…

Journey of Excellence – started on 1st July 2002

The Era Begins –

Signing of Agreement between Tata Power & Delhi Government
Delhi Reform Model

 Asset valuation was

done in Business
Valuation Method

 License-based Regulated
business for 25 years.

 Guaranteed 16% RoE on

meeting AT&C Targets.

 Tariff set by regulator on

cost plus RoE basis.
Reforms Strategy
Improving Reliability and Quality of Power - Network / System Revamping
-Run-Repair-Replace Options – CAPEX Plan Preparation
- Roadmap for Network Reliability & N-1 Redundancy

State of Art IT Interface for enhanced Consumer Services and Revenue

Protection - Automation & IT Roadmap

Understanding Customer Needs and Requirements

- Customer Satisfaction Survey
- Participation of Society / Meetings with Stakeholders
Commercial Process Reengineering – an industry first!
- 9 Module RCM -
Consumer Segmentation
Performance Measurement and Management -
Peer Competition through Monthly Score Cards
- Roles & Responsibilities through specific JDs & KRAs of individuals
Establish TATA Brand Image
- Govern in the psyche of the Employees by Developing a Sense of Assurance
- Social Audit and Corporate Sustainability
Managing Transition – Public Perception & Political
Implications

Conducive
Regulatory
Environment
Government Change
Support Management

Mitigating
Financial Managing
Employee and
Prudence Transition
Union Issues

A holistic approach from all five quarters is essential for delivering sustainable stakeholder value
 A revamped Distribution Business Model – Post Private
Sector Participation

• Asset valuation -
Business Valuation
Method
Govt. Support Change Management
• License-based
Regulated business
for 25 years.

• Guaranteed 16% Financial Prudence

RoE on meeting
AT&C Targets.

• Tariff set by
regulator on cost Conducive Regulatory Envt. Mitigating Employee & Union Issues
plus RoE basis.
 Tata Power Delhi Distribution Limited

“To be the most trusted and

admired provider of reliable,
competitive and sustainable
power and services, using
technology and innovative
solutions and be the utility
of choice for all
stakeholders”
License Area: North and North West Delhi (510 sq. km)
51:49 Joint Venture
of The Tata Power Company Limited
(Tata Power)
and
the Government of Delhi
Formed on 1st July 2002
in

TATA POWER – DDL IS CERTIFIED WITH

ISO ISO OHSAS ISO SA
9001:2008 14001:2004 18001:2007 27001:2005 8000 : 2008

One of the Most Successful Private Power Distribution Utility

 Transformation at a Glance
we believe in …….. Parameter Unit July ‘02 March‘17 % change

MAKING A DIFFERENCE OPERATIONAL PERFORMANCE

AT&C Losses % 53.1 8.59 85%
System Reliability – ASAI -Availability Index % 70 99.51 41%
Transformer Failure Rate % 11 0.84 90%
Peak Load MW 930 1791 85%
Length of Network Ckt. Km 6750 15378 128%
Street Light Functionality % 40 99.41 150%
CONSUMER RELATED PERFORMANCE
New Connection Energization Time Days 51.8 5 90%
Meter Replacement Time Days 25 5 80%
Provisional Billing % 15 0.86 94%
Defective Bills % 6 0.13 98%
Bill Complaint Resolution Days 45 4 91%
Mean Time to Repair Faults Hours 11 1.50 87%
Call Center Performance - Service Level % - 95
One of the Most Successful Private Power Payment Collection Avenues Nos. 20 6725 33525%
Consumer Satisfaction Index % - 90
Distribution Utility
OTHERS
License Area: North and North West Delhi (510
Capex (Cumm) Mn USD 187 984 428%
sq. km)
Consumers Count 7 Lacs 15.8 Lacs 126%
License Period : 25 years
Employees Count 5600 3537 37%
 Transformation at a Glance
AT&C Loss Reduction

Consistently Exceeding Targets

• The cumulative savings to Delhi Government has been nearly Rs. 54000 crs. due to Delhi Discoms and Rs. 18000 crs. on account of TPDDL. This has allowed the Government
to utilize funds in other infrastructural development activities such as Metro rails, building elevated roads, flyovers, education support and social support.
• The total benefit of reduction of losses was passed on or used to offset the increase in procurement price of power and benefit of this was passed to the consumers of Delhi
by keeping power tariff low. If this reduction in losses would not have taken place and in Business As Usual scenario, the average tariff in Delhi would have been Rs. 15.16
per unit instead of present avg. tariff of Rs 7.60 per unit.
Tata Power-DDL: Initiatives
Initiatives: AT&C Loss Reduction

Support by
Big Data
Analytics

Prioritizing Focus

Unique Efforts
appreciated
nationally and
internationally

Front runner in Technology Implementation to

improve efficiency and consumer service delivery
Tata Power-DDL: Technical Expertise

IT-OT Convergence

Operational Technology Progression

• Substation • SCADA system

• Manned Grids Automation • SAP-ISU,
• GIS readiness for
• Non Communication Distribution • Secondary
communicable Data Centre
Infrastructure Network
control panels (SDC)
• GIS readiness for • DMS readiness • GIS
Sub transmission readiness for
AMI,
LT network ESB,
&
• DEBS - Billing • SAP-R3 (FICO, PM, ) • SAMBANDH Consumers FFA,
• Energize – MM, PS, HCM) • SAP-ESS, PMS • DMS & DA
implementat
ICT,
Enterprise System • Bulk Billing System • DEBS Up-
• E-mail and
ion BI,DA
• BIRD gradation • Outage
website • AMR, Sakshat, • Payment Management
• IT Infrastructure Sanchay and RMS Gateway System

Information Technology Progression

Tata Power-DDL: Initiatives
Pioneer In Utilizing Various Metering Technologies - Industry First

Automatic Meter Reading Split Metering Group Metering

Van Model Installation Pre-Paid Metering Pilot for SMART Meter

Tata Power-DDL: Initiatives
Geographical Information System

• Complete Geography mapped.

• Accurate Land base to the extent of 1

meter accuracy

• Network at all voltage level

Edison Award
• Grid and Substation Internal Equipment
2008 for GIS
Implementation • Integrated with ADMS & Smart Grid

• Overlay of Google Maps/ Satellite

Imagery for better geographical
visualization.

• User friendly predictive Search on various

attributes for faster response and
identification

Business Process Integration using GIS

Tata Power-DDL: Initiatives
SCADA System

Supervisory Control and Data

o Unmanned Automated 66 kV, 33 kV
Acquisition (SCADA)
Grid Stations. (Siemens)

o CAP on TAP for Automatic Voltage

Regulation

o Optimize Power Management

(Scheduling & Demand Forecast)

o Effective Load Management

o Improvement in Reliability Indices Grid Substation Automation

System (GSAS)
(General Electric & ABB)
 Tata Power-DDL: Initiatives
Perceptible Change

Integrated GIS-OMS-SCADA-CRM

Details of the Information

customer & of an
Customer Count Outage
GIS OMS SCADA
Details like repair history,
Crew comments, ETR also
visible at SAP-CRM

Outage status updated on SAP - CRM Interactive Voice

TPDDL website with estimated Response(IVR)
time of restoration system

12
Tata Power-DDL: Initiatives

Mobility

MERA-Safety Inspector
App

Field Force Automation(FFA) Smart Revenue Recovery Device Safety @ Fingertips

Tata Power-DDL: Initiatives
AMR Architecture @ TPDDL

Communication Servers
for Data Acquisitions

GSM / CDMA Network

Central NOC
Billing Server
Modem + SIM Card

First Indian utility to implement AMR for all connections above 11 KW

Approx. 55,000 LT-CT, HT and DT meters contributing 70% to TPDDL’s revenue

Indigenously developed AMRDA carries out seamless reading and analysis

Success Rate @ 99%

Tata Power-DDL: Initiatives
Metering, Billing & Collection System

Mobile App Instant Connection Video Conference SMS based pull services

Automatic Payment Online availability of Smart Revenue Recovery

Machines ~6700 pyt avenues Spot Billing
information Device
Tata Power-DDL: Initiatives
Data Analytics @ TPDDL
 Tata Power-DDL: Initiatives
Information Technology (IT)
Operation Technology (OT)
Supervisory Control and Data Acquisition
(SCADA)
Outage Management System (OMS)
Demand Side Management (DSM)
Geographic Information System (GIS)
Automatic Meter Reading (AMR)
SAP's Industry Specific Solution for Utilities
Industry (SAP-ISU)
24*7*365 Centralized Call Center
Automated Demand Response (ADR)
Solar Rooftop PV Projects
Project Management Consultancy
Capacity Building
Tata Power-DDL: Initiatives
Customer Service Excellence
24*7*365 Call Center Customer Delight Services

Business Process Reengineering of the Revenue Management Cycle

14 Fully networked customer care centers for quick redressal of customer complaints.

Privileged call centre desk for KCG & HRB customers

1st call resolution through “SAHAAYAK”

Instant Connection.

E-Kiosks

 No Current Supply Interactive web site of TPDDL “SUGAM”

 New Connection Requests
 Complaint/Request Status SMS- Pull Service
 Theft Reporting
 Safety Concern Reporting Video Conferencing & Web chat
 Enquiries
Tata Power-DDL: Initiatives
Initiatives: Network Reliability Improvements

Condition Based Monitoring

Infra red sensing

Network Cleaning Drives

Power Quality Monitor

Load Balancing

Targeted Mass Maintenance

Tata Power-DDL: Initiatives

Ease of Doing Business

 Tata Power-DDL: Future Proof

Solar RoofTop
ESCO Projects Project

DSM & DR
Projects

Joint Project with

MIT for Rural
E-Vehicle Charging & Empowerment
E-Auto Project

AMI – Advanced Metering Infrastructure , ICT – Integrated Communication Technology, MWM – Mobile Workforce Management, ESB –
Enterprise Bus, ABA – Advanced Business Analytics
Tata Power-DDL: Future Proof

Technology Partners Value Added Services and Products

Great
• Home Automation
Places To • Roof Top Generation
Work For
India • ESCO
• E Vehicle Charging
• Demand Side Management

Research Partners/ Institutes

R&D at TPDDL
Enabling Key
• Smart Grid Lab
Vision Projects • Smart Meters
Complaints,
2025 Accidents • Energy Storage
• Automated Demand Response
• Data Analytics
Single Digit
AT&C Loss (5%)
• Asset Utilization
• Loss Reduction
• Power Quality & Reliability
Catalysts/ Funding Partners
Societal Empowerment

• Micro Grid
• LVDC
• Energy Efficient Appliances
(Utility-in-a-box)

Note: TPDDL has Collaborated with 75 Partners

 Tata Power-DDL: Our Presence

Internationally
Nationally Present in Benin, Eko, Kaduna and
With presence in over 16
States Kano Discoms as Management
in India and working with 30 Partners

state DISCOMS
 Tata Power-DDL: Employees @ Core of Transformation

Annually World Class Training Facility

23916 mandays of
trainings
High Value External Trainings

Employee Exchange

Sessions by Senior Mgt

Women Centric Trainings

Annually 650 man-
days of external
training Cross Function Teams

Sponsoring Higher Education

Mentoring

850+ employees
Youth Power Confluence
opted for Higher
Education avenues
in last 4 yrs Collaborations
 Tata Power-DDL: Employees @ Core of Transformation

Training at Doorstep
93% Training
Satisfaction
IndexNearly
International Market Study

Re-skilling & deployment

USD 0.23 Mn annual Hands On Training

training expenditure

Buddy Up

Innovation Workshop

1500 mandays of Developing Young Leaders

training imparted to
external delegates
Engagement in Customer
Centric Initiatives
Tata Power-DDL: Employees taking Tata Power-DDL to
Great Heights
Tata Power-DDL: Guiding Mission

 In a free enterprise, the community is not just

another stakeholder in business, but is in fact
the very purpose of its existence- (Jamsetji
TATA).

 We need to give back to the society manifolds

than what we get from it- (JRD TATA).

 Enhancing human excellence and improving the

quality of life is our endeavor- (Tata perspective
on CSR).

Focus on leveraging technology for effecting disruptive change in Customer Experience

Tata Power-DDL: Social Innovation
Taking Care of Bottom of the Pyramid

223+ Slum Clusters across

North and North- West
Delhi
Tata Power-DDL: Social Innovation
Tata Power –DDL
SAATHI

Societal Support
Youth
Better Health for the SC & ST/ We Care
Empowerment
underpriviledged

Women Brand
Ambassadors

Our Commitment shows in more ways than One!!

Focus on leveraging technology for effecting disruptive change in Customer Experience

Tata Power-DDL: Social Innovation
 Tata Power-DDL: Social Innovation
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 Thank You

This document is confidential and a property of Tata Power Delhi Distribution Limited. No part of the document shall be reproduced without the permission of Tata Power-DDL.