Transcript NEW INITIATIVES FOR CUSTOMER CARE

INNOVATIVE STEPS
BY MGVCL
By:
Mr. J.C Marathe
INNOVATIVE STEPS
BY MGVCL
GOAL OF MGVCL :
• MGVCL is committed to excellent customer services
with quality power supply which offers high reliability
and deep satisfaction.
• In this era of globalization, liberalization, rapid
knowledge and technology explosion, we are heading
towards concrete steps to cope up with all
economical, political and social environmental
changes.
• Our vision and mission for customer services are on
the lines of modern terminology and technology of
Imagineering.
We will organize or rather engineer MGVCL upto the
level of customer imagination.
We intend to build up the system that would ensure
services upto the level of international standards.
MGVCL aims to be a Flagship company among all
distribution utilities in the country.
To achieve this,
the steps adopted by
MGVCL to render better services and
customer satisfaction are :-
CUSTOMER SATISFACTION SURVEY
A survey work was entrusted to
M/s.AC Nielsen
ORG Marg Pvt.Ltd. Bombay to study a level of
consumer satisfaction.
The results are encouraging which shows that the
company tops the consumer satisfaction level as
compared to other electricity supply utilities.
The shortcomings are also identified and steps are
being taken to overcome the same.
CUSTOMER CARE CENTRE
MGVCL is committed to start customer care Centre at each subdivision office having unique design.
This Centre provides a single window help for all types of new
applications and other amenities will be served by this Centre.
Three computerized District level call centers will be started by
end of this month for Vadodara,Anand and Godhra
All types of consumer’s complaints will be registered and actions
will be taken to resolve it from this call centers
This Centre will work round the clock by out source agencies for
attending power supply related complaints.
COMPUTERISED CUSTOMER CARE
CENTRE AT EACH CIRCLE OFFICE
This Centre offers the access through phone, fax or
internet.
Bank of intelligent terminals will be provided for
stream lining and tracking communications between
organization and customers.
The system shall be configurable to handle the
customer queries through IVRS or manually through
internet access.
The Centre will offer web based interactive services
on internet regarding various activities of the
organization.
AUTOMATIC REMOTE METER
READING SYSTEM
168 Nos. of HT consumers are already provided with
automatic remote meter reading system.
This system has many advantages with latest technology
applications such as zero meter reading errors and
saving in manpower.
The instant information and real time data helps to detect
any type of tampering and also restrict the unauthorised
operations.
Two way communication helps monitoring any time
consumption and send appropriate control signal to the
meters.
ANY TIME PAYMENT FACILITIES
Contracts are awarded for establishing any time
payment facilities Centre which will start functioning
within short time in Baroda City.
The establishments at Alkapuri and Akota SDn. are
completed and will soon start functioning.
The Centres will be fully automatic like ATM counters
where consumers can avail the facilities of paying
their energy bill round the clock
STANDARD OF PERFORMANCES
The standards of performances as per GERC
provisions are already decided by the company.
The services for new connections, reconnection,
shifting
of
connection,
change
of
name
and
complaints related to faults and meter replacement
will be rendered as per the specified time limit of
GERC.
INTERACTION WITH HT CONSUMERS
It is decided to arrange regular meeting with all the HT
consumers of MGVCL and accordingly a meeting was arranged
on 04.05.2006 at GETRI, Vadodara for HT consumers of
Baroda City and Baroda Rural Circles.
The meeting was attended by all the top authorities of MGVCL
including the Chairman and Managing Director of the MGVCL.
Various quarries raised by the HT consumers were replied by
the top authorities.
Various suggestions were received from the HT consumers and
steps are being taken to implement them to provide better
services.
All the delegates were extremely delighted and expressed their
feelings for satisfaction during the meeting.
HVDS
Team of two engineers was sent to NDPL, Delhi for study
of the High Voltage Distribution System adopted by them.
The project is handled by L&T and ABB right from the
survey to the implementation on turnkey basis.
The system uses ABC HT conductor and single phase
earthing type transformers of the capacity of 10 KVA, 16
KVA and 25 KVA.
The implementation of the same is being planned out for
various pockets under MGVCL to restrict the power theft
and simultaneously reduce the T&D losses.
Various limitations and draw backs are sorted out and the
work to eliminate such draw backs is being done to ripe
the maximum advantage of the system.
APFC
The Automatic Power Factor Control System is used to
improve the lagging power factor automatically as per the
requirement of the system.
This helps reduction of current in the system which inturn
reduces the technical loss.
Total 83 no. of 11 KV feeders are identified for providing
APFC panels at an estimated cost of Rs.1060 Lacs.
All transformers of 11 KV Sokhda, Dhavat, Vithoj and
Panigate-II feeders are provided with APFC panels at an
expenditure of Rs.48.94 Lacs.
Study of improvement on these feeders after installation
of APFC is under progress.
UNDERGROUND CABLE
The 11 KV feeders under Alkapuri, Panigate Subdivision and Nandesari Industrial Estate are proposed
to be converted to underground cable instead of
overhead HT lines.
Total 48.5 KMs. of HT line is sanctioned at an
estimated cost of 4.43 Crores, out of which the work of
10 KMs. is already completed.
This helps in reduction of interruptions and ascertains
the availability of reliable power supply.
GIS
This system involves plotting of HT/LT lines upto the level of
a pole on geographic map using global positioning surveys.
The GIS of Baroda City Circle is already completed.
The work for Padra Town, Karjan Town and Dabhoi Town is
under progress. 11 KV HT line GIS work for Baroda (O&M)
Division is being finalized.
The GIS work for the whole Anand Circle is also in progress.
GIS System facilitates the identification of system
improvement possibilities such as low voltage or high current
etc.
It also works as a ready recknor of the system which can be
used for analysis for various parameters such as bifurcation
of HT/ LT lines etc.
MGVCL WEBSITE
MGVCL is very shortly planning to come out with a
separate MGVCL website.
The website will explore the vision and mission of the
company alongwith various activities and customer
services rendered by the company.
MGVCL is also planning for online communication with
the consumers and providing various informations
through this website.
MOBILE COLLECTION
MGVCL is planning for adopting a mobile collection
method for the energy bills on the lines of collection
activity of mobile phone utilities.
This will help the consumers to pay their bills right at their
door steps.
This will help MGVCL to ascertain the right time
payments and at the same time facilitate the consumers.
HAND HELD INSTRUMENTS
Hand held instruments ensures the correct and exact
meter reading as it eliminates the human intervention.
Unfair practice of lower side billing thereby awarding
lower slab tariff is eliminated with the use of this
instrument.
101 nos. of instruments are procured at the cost of
Rs.29 lacs which are provided to all the sub-divisions
under Baroda City Circle.
Procurement action for another 100 instruments is
under progress.
POLE MOUNTED
METERING SYSTEM
To avoid the tampering of meter and thereby prevent
the theft of electricity, MGVCL has decided to go for
pole mounted metering system, in first phase at
Godhra.
This system has the metering unit installed on the
electric pole from where service line is laid.
100 nos. of such pole mounted meters are already
procured which will be used as a series metering
system to monitor the consumption recorded in the
meters.
It is proposed to provide pole mounted metering with
display unit at consumer premises at 4800 locations at
an estimated cost of Rs.384 Lacs.
REDUCTION OF T&D LOSSES
Reduction of T&D losses is the first and foremost objective
of MGVCL.
The distribution losses of MGVCL for the year 2004-05
were 22.89% which stands reduce to 20.09% for the
current year.
58 nos. of feeders having high T&D losses are identified
and a special programme for reduction of technical as well
as commercial losses is being carried out by entrusting
responsibility for 2 to 4 feeders to the team of engineers
from Corporate Office, Circle offices & Division offices.
The feeder wise detailed project reports for all these 58
nos. feeders have been prepared by the respective team.
ARIEL BUNCH CONDUCTOR
Ariel bunch conductor provides an excellent replacement
for bare conductors where there is possibility of theft of
energy by hooking.
Such areas are identified and it is planned to provide 520
KMs. of Ariel Bunch Conductor at an estimated cost of
Rs.860 Lacs.
Uptill now Ariel bunch conductor is already provided for
7.86 KMs. and it has helped in elimination of hooking.
ABC eliminates interruptions of the feeders and thereby
increases system reliability.
ENERGY AUDITING
MGVCL plans to provide all the transformer Centres with
static meters to measure the amount of energy abstracted
from the transformer itself.
All the transformer Centres of city area are already
provided with static meters.
This transformer meter will be given a dummy consumer
and the reading of this meter will be taken alongwith the
reading of consumers connected on this T/C.
The difference between the sum of the energy consumed
by the consumers of this T/C and the consumption of
transformer meter will bring out the losses which will help
to identify the high losses pockets.
The software to analyze T/C metering is also under
preparation.