TPDDL s Excellence Journey

Transcription

1 TPDDL s Excellence Journey Main Heading in 32pt Arial White TPDDL s Journey Sub-heading in 24pt Arial White KBF Meeting 5 th July,

2 Power Scenario in Delhi (Prior to Reforms in 2002) AT&C/Theft losses range between 53% to 60% of Input Govt. Subsidies approx. Rs 1,500 cr per annum to bridge Revenue Gap Condition of Network pathetic Billing Receivables close to 1 year outstanding Poor Condition of Consumer Records Consumer nowhere in focus/regular black-outs and brownouts of 4-6 hours Financially unhealthy utilities Vicious Circle of Un-sustainability Need for Reforms Investment needed to improve Network Subsidies - not a long term solution; Sector to be made Self Sufficient AT&C loss reduction and sector efficiency improvements required Enhance consumer satisfaction Introduce Best Practices, enhancing employee skill sets and morale 2

3 About TPDDL About TPDDL Parameter FY 13 Turnover Peak Load Annual energy requirement INR 5644 Cr 1573 MW 7762 MUs Total registered consumers Lacs Joint Venture of Tata Power Company and Govt. of NCT of Delhi (51: 49) Licensed for distribution of power in North and North West Delhi Number of employees 3612 Area Population serviced in Network area (approx) Number of consumers per Sq.Km 510 Sq Kms 6 Million 2618 Certifications : ISO 9001, 14001, ; SA 8000 ; OHSAS UN Global Compact Reporting 3

4 Comparison of Distribution Utilities Parameters TPDDL BRPL BYPL Shareholding (Delhi Govt. 49) Tata Power 51% Reliance Energy 51% Management Control Tata Power Reliance Energy Distribution License Area North & North-West South & South-West East & Central Area (sq km) Opening (July 02) Current (FY13) Opening (July 02) Current (FY13) Opening (July 02) Current (FY13) No. of Customers (Lacs) AT&C Loss % % Reduction in 10 years Input (MUs) Capex (Rs Crs) Turnover (Rs Crs) (FY03) 5346(FY12) 5644 (FY13) 1104 (FY03) 7004 (FY12) (FY03) (FY12) 4

5 TPDDL Turnaround Snapshot Parameter Unit Jul-02 Mar-13 % change Operational Performance AT&C Losses % % System Reliability ASAI -Availability Index % % Transformer Failure Rate % % Peak Load MW % Length of Network Ckt. Km % Street Light Functionality % % Consumer Related Performance New Connection Energization Time Days % Meter Replacement Time Days % Provisional Billing % % Defective Bills % % Bill Complaint Resolution Days % Mean Time to Repair Faults Hours % Call Center Performance - Service Level % Payment Collection Avenues Nos % Consumer Satisfaction Index % Financial Performance Capex Incurred (Cumulative) Distribution Rs. Cr % Generation (Rithala + Solar) Rs. Cr Revenue (* Annualized for FY 03) Rs. Cr * % Others Consumers Lacs % Employees Nos. 5, % 5

6 Performance Snapshot - Operational 60.00% 50.00% 47.60% 45.35% 40.85% 40.00% 30.00% 47.79% 44.86% 33.79% 35.35% 31.10% 20.00% 10.00% 26.52% 23.73% 22% 20.35% 18.68% 17% 18.56% 16.74% 13% 12.50% 15.16% 13.10% 11.00% 10.78% 0.00% AT&C Loss Trajectory Actual Loss Level Target Loss Level Average System Reliability Index 6 DT Failure Vs. Installed Capacity %

7 Performance Snapshot - Operational Street Light Performance-% Peak Demand Met Length of Network 7

8 Performance Snapshot - Customer New Connection Energization Cycle Time Reduction Meter Replacement Time - Days Defective Billing 8 Provisional Billing

9 Performance Snapshot - Customer Mean Time To Repair Faults - Hrs Call Centre Performance and Service Level Payment Collection Avenues Nos. 9 Customer Satisfaction Index-%

10 Performance Snapshot Financial Performance CAPEX Rs. Crs Revenue Rs. Crs. 10

11 Turnaround Snapshot 11

12 Our Sustainability Philosophy Areas of Focus Success Parameters Drivers AT&C Loss Reduction Operational Excellence Customer Care for Excellence Consumer Service Environment Improving CSI Excellence Consumer Score Centric Inclusive Approach Care for Community Care for Environment Safety ATC Levels Shareholder Reliability Value Indices TCCI Score AA Score Becoming Care for Carbon Neutral Community Skilled & Motivated Workforce Innovative Technology Adaptation Passion for excellence 12

13 EXCELLENCE JOURNEY : AT&C Loss Reduction 13 13

14 60.00% AT&C Loss Reduction Trend 50.00% 47.60% 45.35% 40.00% 47.79% 44.86% 40.85% 35.35% 30.00% 33.79% 31.10% 20.00% 10.00% 26.52% 23.73% 22% 18.56% 20.35% 16.74% 18.68% 17% 15.16% 13.10% 13% 12.50% 11.00% 10.78% 0.00% Actual Loss Level Target Loss Level Consistently Exceeding Targets 14

15 Initiatives: AT&C Loss Reduction Prioritizing Focus Unique Efforts appreciated nationally and internationally Front runner in Technology Implementation to improve 15 efficiency and consumer service delivery

16 Initiatives: AT&C Loss Reduction Technological Interventions Energy Audit up to the DT level prioritizing focus HVDS & LT ABC Implementation Technology interventions for theft prevention Replacement of Electromechanical meters with Electronic meters AMR for all High Revenue consumers 60% of Total Revenue Aggressive Enforcement activities with scientific inputs & analysis 16

17 Initiatives: AT&C Loss Reduction Social Interventions Collaboration with NGOs awareness creation across LA especially slums Settlements of Enforcement cases through PHFs, Special Lok Adalats, Electricity Courts etc. Public participation in controlling Theft through Community pressure Separate Segment for consumers at Bottom of Pyramid Sp. Consumer Group Employment Oriented Vocational Trainings - Creating Capacity in consumers to pay before asking them to pay 17

18 EXCELLENCE JOURNEY : Enhancing Power Supply Reliability 18 18

19 Improvement in Reliability System Average Interruption Duration Index (SAIDI): The average outage duration for each customer served SAIDI -11 kv (hrs) SAIDI Overall (hrs) Not Recorded Interruptions Due to External Factor (e.g. DTL, NRLDC, GENCO shutdown etc.)-not attributable to TPDDL (hrs.) Not Recorded Interruptions Due to Internal Factor-attributable to TPDDL (hrs.) Not Recorded PEPCO 2.35 hrs Delmarva 2.71 hrs Long Island Power Authority 0.68 hrs 19

20 Initiatives: Reliability Improvement Many Industry Firsts! Outage Management System GIS Mapping all electrical assets and consumers 20

21 Initiatives Reliability Improvement Power Purchase Agreements Executed long term PPAs for 1050 MW over 914 MW allocated ; sufficient to meet requirements till FY 18 Future Plans No captive power plants to be added - due to adequate availability Bids invited for Long Term procurement of 750 Mus of renewable power (solar & non-solar) from FY 16. Wind Solar Biomass Small Hydro 21

22 EXCELLENCE JOURNEY : Technological Firsts 22 22

23 Adoption of Technology - Many firsts SCADA Monitoring of total load through SCADA Cap on Tap 100% Automatic Voltage Regulation 23

24 Adoption of Technology - Many firsts Geographical Information System Integration of GIS with Operational and Commercial Sys. Integrated Outage Management System Integrated Call Center with BCM Smart Grid Pilot Architecture 24

25 Initiatives: Outage Management System TPDDL is the only utility in India to implement the INTEGRATED OUTAGE MANAGEMENT SYSTEM (OMS) Geo referenced network details along with trouble order to the field crew Prediction of the outage device thus curtaining diagnostic time Management of crews assisting in restoration Updation of CRM with status of on going and planned outages for intimation to customers Actionable intelligent reports. 25

26 How Outage Management System Works Localization of Faulty Section by Patrolling Line by Breakdown staff Fault occurrence Upstream Breaker Opens FPI indicate fault NO 26

27 How Outage Management System Works Manual Isolation of Faulty Section Manual isolation of the faulty section Close NO point NO 27

28 Impact : OMS Deployment Comparison of Total Complaints on Top 20 Distribution Transformers Comparison of Pole Complaints on Top 20 Distribution Transformers 35 % Reduction 83 % Reduction Mean Time To Repair Street Lighting Complaints in Days 28

29 Initiatives Major Technological Achievements Distribution Automation. 20% yielding 80% restoration remotely DMS- OMS - GIS Integration and Implementation SAP-FAR GIS Integration Nitrogen Injection Drain and Stir System (worldwide known as NIDS) for Power Transformers Centralized smoke and fire detection system Automatic Reactive Power Compensation in Grid stations Unmanned grid stations through SCADA-EMS GPRS based spot billing Automated Meter Reading (AMR) for high end consumers (HRB) Secondary Data Centre (SDC) for Systems back-up SAP-ISU roll out for billing and CRM Implementation of Business Communication Management (BCM) Pilot Project on Smart Grid / AMI 29

30 EXCELLENCE JOURNEY : Enhance Consumer Satisfaction 30 30

31 CONSUMER SERVICE INITIATIVES 31 31

32 Consumer Service Excellence Before After 14 Fully networked consumer care centers Integrated Call Center for No Supply and Commercial Complaints Billing database of 100% of consumers on website Spot Billing Long Queue for payment & services Automatic Cash/ Cheque Collection Machines Video Conferencing for Consumers SMS based pull services Instant/ Speedy New Connections 32

33 Initiatives - Revamping Consumer Experience Meetings with RWAs/IWAs on a monthly basis in all Districts Segmented meets Relationship Approaches o Client & Account Managers : Xpress, KCG, HRB, G&I o Consumer Relationship Officers (CROs): HCB o Special Consumer Group: JJ Clusters BPR of Revenue Management Cycle Automated Workflow (SAP ISU) Instant/ Speedy New Connections Performance Assurance Standards 33

34 Initiatives - Revamping Consumer Experience Value Added Services Lucky draw for consumers using E-Payment options Energy Audit of Key Consumers Safety Audits at Customer Premises Discount coupons to paying consumers Pay & Win Schemes for SCG consumers Integrated Call Center launched through BCM Common IVR for No Supply & Commercial. Reduction in response time through pre-fed information. Auto response for outage information & registration of No Supply complaint using BCM-CRM-OMS integration. Capturing caller s experience with call through IVR. Voice mail recording for theft/harassment/project execution related complaint. 34

35 Impact Improvement in Consumer Services & Satisfaction Improvement in CSI BEST Index FY09 FY10 FY11 FY12 (Int) FY13 FY14(T) FY22(T) TPDDL (Top 3) TPDDL (Top 2) BRPL (Top 3) BYPL (Top 3) 35

36 Tariff Comparative Scenario States/ Discoms Domestic - 5 KW Commercial - LT - 10 KW Industrial - LT - 10 KW Industrial HT KW/108 KVA - Supply at 11 kv Last Tariff Order Date/Effective From Units-> Delhi st Aug 2013 Mumbai BEST st Jun 2012 Haryana - Gurgaon st March 2013 Gujrat st March 2013 Karnataka th Apr 2012 Punjab st Apr 2013 Uttar Pradesh th Oct 2012 Rajasthan th Aug 2012 Madhya Pradesh st Apr 2012 Despite Improvement in Supply & Consumer Services, Lowest Average Tariff Among All Metros & Neighboring States Kolkata st Dec

37 FUTURE IMPROVEMENT PLAN 37 37

38 Future Projections Parameter UOM Actual (10-11) Actual (11-12) Actual (12-13) Target (13-14) Target (17-18) Target (21-22) Benchm ark AT&C Losses % Torrent 9.23% CSI Overall Index (internal) Top 2:71 Top 3: 87 Top2 : 75 Top 3:93 Top2 : 78 Top 3:94 Top2 : 82 Top 3:95 BEST 93% Total Commercial Complaints/ '000 consumers Total Operational Complaints/ '000 consumers Nos Nos SAIDI - Overall hrs SAIFI - Overall nos CPFL Paulista Brazil 7.48 CPFL Paulista Brazil

39 Initiatives to attain future targets AT&C Reduction SMART Metering Real Time Energy Audit Advanced Business Analytics Enforcement Annual CAPEX of Rs. 45 crs for next 5 years Customer Satisfaction Instant Resolutions ToD Smart Metering Enhanced customer care centres and payment avenues Ease in providing new connections Reliability Improvement Solar Grid Connectivity OMS Sufficient power tie-ups upto FY18 n-1 Annual CAPEX of Rs.85 crs for next 5 years 39 39

40 1Q 2007 Technological Interventions Smart Grid Road Map Phase 1 Grid Substation Automation System (GSAS) Communication Infrastructure Supervisory Control and Data Acquisition (SCADA) Geographical Information System (GIS) Automated Meter Reading (AMR) ERP based maintenance management SAMBANDH CRM Payment gateway 2Q Q 2011 Phase 2 Distribution Management System (DMS) Distribution Automation (DA) Outage Management System (OMS) Secondary Data Centre (SDC) CRM & Billing Systems (SAP-ISU) Asset Equalization Reactive Power Management SURAKSHA / Ethics / Security / MIS Portals DEBS Up-gradation SAP Up-gradation (technical) SAP GRC (Governance Risk & Compliance) Access Control SRM - Live Auction Cockpit Demand Side Management Distributed Generation (DG) Enterprise Application Integration (EAI) Data Historian Business Analytics (BA) phase 1 Mobile Workforce Management (MWM) Smart Grid pilot roll out Phase 1 RCM based maintenance management Green Grid pilot DR Site Security Management System Integrated Power Procurement Solution GIS Up-gradation Transmission Integration Integration of non SAP (Business) Applications Comprehensive Intrusion Detection & Protection System 40 Phase 3 4Q 2013 Future Phase 2016 & beyond Advanced Metering Infrastructure (AMI) Smart Grid roll out Phase 2 Green Grid implementation Business Warehouse Business Analytics (BA) phase 2 Distributed Energy resources (DER) Integration Incident / Accident free environment through advanced surveillance system SGMM - Level 1 SGMM - Level 2 SGMM - Level 3 SGMM - Level 4 40

41 Technological Interventions Smart Grid Road Map TPDDL is developing 10 years Smart Grid Road Map. Five Business Cases identified are - Advanced Metering Infrastructure (AMI) - Enterprise Service Bus - Business Intelligence - Integrated Communication Network - Field Force Automation 41 41

42 AMI based Auto Demand Response project First Utility initiated Advanced Metering Infrastructure based ADR program in the country Project approved by DERC Project Objectives: To manage peak demand To manage Grid Stress situations Project Components include : Automated Demand Response infrastructure Smart Meters RF Mesh based Communication MDMS and its integration with other OT & IT systems like OMS, SAP, ADR. Collaborative partnership with selected vendors Project being undertaken to demonstrate: technological capability understand customer behavior Case study for regulator to work on differential tariffs and financial incentives. Processes required for scaling up 42

43 Vision 2022 People Planet Profit Utilities Smarter DISCOM Single Digit AT&C Loss (7%) Great Places To Work Top 10 For India Complaints, Accidents Energy & Water Neutral Domestic & International Presence 43

44 Way Forward 44 44

45 Thank You 45 45