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BSES F

The document is a gap analysis report for the marketing of services of two power distribution companies - BYPL and BRPL - in Delhi. It identifies gaps such as a difficult process for getting new connections, unsafe infrastructure, unreliable power supply and billing issues. It then outlines the steps taken to address these issues, including process reengineering, metering upgrades, improved customer care and commercial practices. Finally, it recommends organizational restructuring to promote efficiency, bring in new talent, reduce costs and shift to a more customer-centric approach with new technology enabling better customer engagement and a change in the customer-supplier relationship.

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Satvik Manaktala
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135 views

BSES F

The document is a gap analysis report for the marketing of services of two power distribution companies - BYPL and BRPL - in Delhi. It identifies gaps such as a difficult process for getting new connections, unsafe infrastructure, unreliable power supply and billing issues. It then outlines the steps taken to address these issues, including process reengineering, metering upgrades, improved customer care and commercial practices. Finally, it recommends organizational restructuring to promote efficiency, bring in new talent, reduce costs and shift to a more customer-centric approach with new technology enabling better customer engagement and a change in the customer-supplier relationship.

Uploaded by

Satvik Manaktala
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Gap Analysis

30 August 2013

Gap Analysis
Prepared by Group 2 for Marketing of Services

Company Profile
Privatisation and unbundling of the Delhi Vidyut Board in July 2002, the business of power distribution was transferred -BSES Yamuna Power Limited (BYPL)

-BSES Rajdhani Power Limited (BRPL).


They distribute electricity to 32 lakh customers in two thirds of Delhi. The Company acquired assets, liabilities, proceedings and personnel of the Delhi Vidyut Board.

Difficult and tedious procedure to get connected

Unsafe and dilapidated infrastructure

Unreliable electricity quality and availability


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Wrong and unreliable billing

Lack of customer grievance redressal mechanism

Street Lamps were switched manually


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Steps taken
Process Re-engineered 1. Technical Intervention - New grid stations. - Upgrading Power Transformers - Enhancing EHV Capacities - Safe loading of Distribution Transformer.

2. Metering - Grid metering/DT metering. - Downloadable electric meter. - Intensive Enforcement. - Energy Audit

3. Customer Care - CCC Increase accessibility - Robust Billing Practices. - Multiple Payment Options - Web based initiative

4. Commercial Practices - New connection camps - Electrification schemes - Settlement of legal cases - AMR installations

Organisational Restructuring/Changes
Lean Organization Promote efficiency Bringing in new talent Reduce employee cost Rationalize Manpower Requirement Reduce age profile of the organization

Organisational Restructuring/Changes Lean Organization Promote efficiency Bringing in new talent Reduce employee cost Rationalize Manpower Requirement Reduce age profile of the organization

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Little interaction with customers beyond billing and service matters

Shift from generalist to customer centric

New technology can enable better customer engagement

Communication is key
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Little interaction with customers beyond billing and service matters

Shift from generalist to customer centric

New technology can enable better customer engagement

Communication is key
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Most important for electric utilities is to have more direct interactions with customers

Change of relationship between the customer and the supplier

To replace electricity as a commodity with electricity as a service

Mainstream approach across geographies


14

THANK YOU

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