IT-Led Business Transformation at Reliance Energy-

Case Analysis

Presented by:
Section A Group 3

Jasmeet Singh-19020841011
Aakash Nar Singh Rout- 19020841012
Kshitij Anand- 19020841014
Mainali Gautam-19020841015

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 Case Synopsis

Electricity Act Looking at the history of extensive losses, thefts and inadequate
1 2003
power management,Act was passed to enable private
participation in the sector

Acquisition of Act presented opportunity to pursue growth prospects in

2 BSES
generation,transmission, distribution and trading of power.
BSES looked promising to Reliance energy in this regard

Identification of Focus on excelling in efficiency of operations to get

3 issues
4 Digitilization
5 IT Roadmap
6 HR Equation
ahead of competition was the need of hour. Providing
superior value to customers became important
Data integration was considered to realize efficiency gins
and customer values. Assessing the existing state of IT
and developing IT roadmap was decided
Objective was to integrate data and system across functions
and levels. Removal of faulty metres and SCADA,Call
Management system and CRM was introduced.
Decision of retaining young BSES employees was taken andwere
given new computers. Training and chance of after hour computer
class was given to raise level of comfort among employees

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 Operational Inefficiency

Losses,Thefts

Poor customer care

Expanse of BSES operations

with large customer base

Increasing Competitions

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 Solution Approach

● Acquisition of existing company rather than making one from scratch

● Emphasization on Data Integration to realize efficiency gains
● Identifying touchpoints like grid management,customer service and
billing
● Integration of the entire company into 1 system
● Preparation of IT Road Map for the integration
● Identification of broad focus areas for which initiatives were
conceptualized

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● Recommendation and implementation of SCADA,which help
monitoring data for effective load Management and fault analysis
● Introducing Trouble Call Management systems and Customer
Relationship Management systems
● Introducing Geographical Information System and Automatic Meter
Reading
● Introducing E-Bills
● Retaining young BSES employees
● Middle Management Training
● New computers for employees and after hour Aptech Computer course
● Separate focus sessions for Junior staff

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 Conclusion
● Network automation through SCADA reduced the power interruption time by
60 percent
● System demand was collected every 15 minutes post implementation
● Aggregate technical and commercial losses to about 28 percent
● Customers were given option of receiving e-bills via email or SMS
● Queue management systems reduced average wait time by 15 minutes
● Employee performance appraisal process decreased from 3 months to 1 month
● Net Profit surged from 1.62 Billion INR to 10.8 Billion INR in 5 years
● Automation of Complaint reply reduced from 10 days to 4 days
● Time for new connection reduced from 20 days to 3-4 days
● Bank reconciliation completes in 3 days as compared to 7 days in the past

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 Key Takeaway from the Case

Data is the thing Businesses should look now

01 L

Employee satisfaction and training can change Landscape of

02 businesses

Make things convenient for customers and they will make things
03 convenient for you

04 As Eric Ries said in ‘The Lean Startup’, Pivot whenever need be

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