Best Piactices in Powei Bistiibuton

SubmittedTo:DP&DD,CentralElectricityAuthority

B S E S B H A W A N , N E H R U P L A C E , N E W D E L H I

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TableofContents

1. BRPLINTRODUCTION.........................................................................................................................2
2. INITIATIVESINREVENUEMANAGEMENT............................................................................................2
3. TECHNICALINITIATIVESFORLOSSREDUCTION...................................................................................5
4. CUSTOMERCAREINITIATIVES.............................................................................................................6
4.1 Improvedcustomersatisfaction.........................................................................................................6
4.2. SecuringInterestofCustomer............................................................................................................6
4.3. CustomerEducation..........................................................................................................................6
5. ENERGYACCOUNTINAGPRACTICES&RESULTACHIEVED...................................................................7
5.1. EnergyEfficienceyinDemandSideManagement................................................................................7
6. INITIATIVESININFORMATIONTECHNOLOGY......................................................................................9
6.1 AutomationForeword........................................................................................................................9
6.2. BSESAutomationInitiatives...............................................................................................................9
6.3 BenefitsofITinitiatives....................................................................................................................10
6.3.1 CustomerCare.................................................................................................................................10
6.3.2 Billing.............................................................................................................................................10
6.3.3 Operation........................................................................................................................................10
6.3.4 MaterialManagement.....................................................................................................................11
6.3.5 Finance...........................................................................................................................................11
6.4 ProjectI:"ITConnect"ThinkingBeyondBoundaries.......................................................................13
6.5 ProjectII:AutomatedMeterReading(AMR)AnEmergingTechnology..........................................14
6.6 ProjectIII:OnLineMobileCashCollectionandCustomerServiceAnInnovativeProject...............17
6.7 ProjectIV:OMS(OutageManagementSystem)ReachingConsumers............................................18
6.8 ProjectV:SCADATechnicalBreakthrough......................................................................................19
6.9 ProjectVI:ProjectEDGE(SAPISU/CCS)AWorldclasssolution.......................................................20
6.10 ProjectVII:ProjectPALMS:PowerManagementandLoadFore(SAS)TheNeedOfTheHour.....22
6.11 ProjectVIII:ProjectCORE..............................................................................................................24
7 HUMANRESOURCESKILLDEVELOPMENTMEASURESOFEMPLOYEES..............................................27

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1. Introduction
BSES Rajdhani Power Limited came into existence in the year 2002, with the task of
providing reliable & quality electricity supply to the consumers of South & West Delhi.
Panningageographicalareaof750sqkm,itisthelargestelectricallicenseeinthenational
capital,cateringtoover1.6millionconsumers.
For greater reach and easy serviceability, the company serves its customer base through
four circles, further subdivided into 19 divisions. Each of the Divisions is led by an
empoweredgroupofofficials.Sincemostofthevenuesforthe19thCommonwealthGames
were in the licensed area of BSES Rajdhani Power Limited (BRPL), the company along with
BSESYamunaPowerLimited(BYPL)playeditsrolewithaplombasthehostDISCOMs.
S.No Items UoM Ason31032011
1 GeographicalArea Sq.Km 750
2 TotalConsumers Lacs 16.51
3 ConsumerDensity Consumers/sq.Km 2200
4 PeakDemand MW 1920
5 AnnualEnergyConsumption MU 10461

The AT&C losses in BRPLs area are way below the national averageand the loss reduction
trajectorysince2002hasbeenunmatchedtilldate.Thelossesinthesystemin2002werein
the range of 62% which has been brought down to sub 17 levels, considering a high
customer density of about 2200 per sq.km and about 80% of energy sold at LT level, this
achievement is unparalleled till date. This has been made possible by optimal planning of
the network along with the stateoftheart technologies and use of best operational
practicesbythetrained,skillfulandmotivatedmanpower.

200203 200304 200405 200506 200607 200708 200809 200910 201011

Achieved 51.5 45.1 40.6 35.5 29.9 27.1 20.6 19.0 16.8
Target 47.6 46.0 42.7 36.7 31.1 27.3 24.1 20.9 17.0
0.0
10.0
20.0
30.0
40.0
50.0
60.0
AT&CLoss(%)

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2.RevenueMechanism
BRPLislicensedtodistributeelectricityinSouthandWestDelhi.Thecompanyisdistributing
electricity to consumers and collecting revenue. The revenue is collected under three
heads:
Energy
NonEnergy
Enforcement

Forcollectionpurposes,BRPLishavingtheirowncollectionofficesnamelyWestCircleand
South Circle. In total appx 100 counters are divided among the two circles where cash.,
Cheque,andcardpaymentsareaccepted.
Other than their own counters, the following collection agencies are appointed by BRPL to
collectthebillpaymentfromtheconsumers:
1. Skypakdropboxeschequepayments
2. TechprocessSolutionsECSandnetbanking
3. BilldeskECS,Netbankingandcardacceptancethroughgateway
4. MincBillBoxDropboxatMajormetrostationschequesonly
5. TSIElectronicdropboxForchequesonly
6. JeevanCentersCounterscontrolledbyDelhiGovt.cash&Chequepayments
7. ITZCashCardCollectionthroughinternet/BSESWebsite.
8. Kiosk machines operated by TSI Cash/cheque/card (run from 08.00 am to
08.00pmatalldivisionalofficesandselectcomplaintcentres)
9. Kiosk Machines operated by Forbes Cash and cheque only (installed at selected
complaintcentres)
10. SuvidhaaInfoserveLtdacceptingcashandchequepaymentthroughretailers
11. EasyBillltdAcceptingcashandchequepaymentthroughretailers
12. OxigenAcceptingpaymentofbillsthroughretailers/internetviavirtualcashcard.

The collection made at counters are downloaded at CPC office (Collection Processing Cell),
matched with the actual collections, and validation are done through internal IT software
andpaymentsuploadedinconsumeraccount.CPCworksroundtheclockandisresponsible
for payment updation and dishonour updation in consumers account. All the divisional
queriesrelatingtopaymentsisbeinghandledfromtheCPCsuccessfully.
TheonlinecollectionsystemmaintainedbyBRPLissoeffectiveandbestintheindustrythat
Senior Executives from Master Card USA especially from the US and met our senior
officersandcommendedtheactivitiesdoneinthefieldofonlinecollections.

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3.TechnicalInitiativesforLossReduction
1.Replacementofelectromechanicalmeters,
2. Replacement of bare overhead conductors with insulated aerial bunched
(AB)conductors,
3.BalancingofunbalancedDistributionTransformer.
4.AugmentationofOverloadedDistributionTransformer.
5. Revamping of low tension (LT) distribution systems by changing/repairing wornout
equipmentandcables.
5.Installationofautomaticpowerfactorcontrollersforprovidingreactivecompensation.
6.DistributiontransformersmeteringforcomputingAT&CLossatDTlevel.
7.InstallationofStreetLightControllertoavoidEnergyWastage.

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4.CustomerCare
ImprovedCustomerSatisfactionPromptServicefromallcustomertouchpointslike
ModernCustomerCareCentresQueueManagementSystem
Website Availability of Duplicate Bill / Complaint Registration etc through
www.bsesdelhi.com
StateoftheArtCallCentre24*7witheasytoremember#39999707
EasyPaymentOptionslikeCreditCards/Online/PaymentKiosksetc.
Providingescalationmatrixonwebfordueescalationofunresolvedissues.

SecuringInterestofConsumersPreEmptivemeasurestoensureCustomers'safety
InstallationofELCB
SharingofSafetyTipsthroughwebsite
Cautionsnippetsinthemediaduringrains
LoadEnhancement/ServiceLineCablechange
Imparting training to RWA nominated electricians to avoid Earth Leakages (EL) related
issues.

ConsumerEducationGeneratingAwarenessonrelevantpoints
EnergyConservationSurveys
MediaReleases
Energycalculator
EarthHour
SYNERGYNewsletterforregularlysharingimportantinformationwithallconsumers.

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5.EnergyAccountingPractices&ResultAchieve
Followingarethebasicprinciple,whichshouldbefollowedwhiledoingEnergyAudit:
a) Energy Audit should not be done just at total energy purchased v/s total consumer
energy,but,itshouldbedoneateverylevel.
b) Energy measurement for audit should be done right at receiving feeder, in all HT
Grids,atoutgoingGridsfeeders,atallDTRMUandatconsumerpoint.
c) The first Audit should be energy billed by Transmission Company versus energy
receivedatGridbytheDISCOM.Suchauditshouldbedonefeederwise.
d) Similarly,theauditshouldbedoneforeachgridtoensuregridenergybalancing.
e) RegardingHTfeeder,theauditshouldbedonebetweenGridoutgoingfeederenergy
andtransformer(s)energy.
f) DTauditisoneofthetoughestthing,butitisdesirablespecially,ifthecompanyloss
islessthan15%.
g) Whenever,auditactivityisinitiated,onemayfoundabnormalgapvalue.Donotget
disappointedwiththeabnormalgapdata.Treatthemasobservationandanalyzethe
cause.
h) While doing Energy Audit, lot of information is collected. The audit output should
havebriefaboutnetworkhealth,loadcurvesandloadGrowth/Changetrends.
i) The purpose of Energy Audit is not to just found gap but also to recommend
measuresrequiredtofillthegap.

ResultAchieve:
TodayinBRPL,weknowtheEnergyGap/EnergyLossateachvoltagelevelandeachpartof
network. We have saved lot of money by verifying the purchase energy bills. Further,
network health report, prepared during the Energy Audit has reduced the burning and
overloading of the equipments. Further, continuous monitoring of energy has helped to
controlUIpowerpurchasecharges.
EnergyEfficiencyinDemandSideManagement:
1. The purpose of Energy Efficiency and Demand Side Management should not be
only to reduce the peak but also to look for load during the nonpeak. In
addition,tocommercialreason,thisactivityshouldbecarriedouttoprotectthe
environmentandtowinthetrustofconsumer(s).TheDSMcanbecarriedoutat
threelevels:
A) DISCOMlevel
B) B)ConsumerLevel
C) C)Usingtechnologylikeenergystorage.
2. Although, most of the DSM activities are initiated by DISCOM & should be
carriedoutbyconsumerbutfewactivitiescanbemanagedatDISCOMlevel.PF
regulationandvoltageregulationaresuchactivities.

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3. Before initiate any schemes, generate enough data by doing consumer load
research and have enough expertise including expertise in the field of M&V
beforelaunchingDSMprogramme.
4. DSM programme needs skill about energy conservation and art of
communication(withaconsumer).ItisbettertohireEnergyManager/Energy
Auditors.
5. FormostoftheDSMinitiative,DISCOMneedsapprovalofregulator.However,
awareness etc are few initiatives which could be done without a formal
approval.
6. FewschememayaffectARR&thustariff.However,ifconsumptiongoesdown,
theover,allbillwillalsogodown.
7. At consumer level, the involvement of consumers is must. Awareness,
incentives, penalties and legislation are four main tools to involve consumer.
Formulateschemesbasedonthefourtools.
8. Awareness is the key for success of DSM programme. In case, the DISCOM
officials, acting as consumers, are not convinced about any scheme, do not
launchsuchschemeasitwillboundtofail.
9. Energy conservation is a powerful DSM tool and specially helps in avoiding
settingupnewgenerationplants.
10. TariffpolicyisalwaysusedasoneofthekeytooltoimplementDSM.
11. Energy storage is not a very popular method of DSM but it will become a
powerfultoolinfuture.Exploreit.

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6.InformationTechnology
AutomationForeword
Business today demands agility to respond to the business requirements, growth,
competitive threats, regulatory requirements, customer care, and more. A primary goal of
theinformationtechnologyallignmentwiththebusinesshasusuallybeentoassurethatthe
investmentsinITgeneratebusinessvaluesandthemitigationofrisks.Implementingasetof
sound and best business practices is a key to deliver IT services that meet organizational
needs.
Deregulation and privatization of power industry has thrown a big challenge towards
improving efficiency of operations, enhance customer care and improve overall service
delivery. Perhaps the most important determinant of success in such an endeavor is the
proper use of IT. A well designed, as well as, an integrated IT system is the way in which
utilities can move from their current operational levels to the desired level. A proper IT
system implementation would aid in improving efficiency by eliminating unnecessary
manual involvements in transaction processing or complaints redressal. The IT would
augment efforts at quick resolution of issues by providing the appropriate information to
the correct person in the shortest possible time frame. The Information Technology is
definitely playing a key role in the energy industry particularly in utilities. Efficiency being
themaincriteria,automationisbeinggiventhehighestpriority.

BSESAutomationInitiatives
At BSES Rajdhani Power Ltd., Delhi, our mission is customers satisfaction through
technology driven servicesbyempoweringpeopletobecreativeaswellasproductiveand
this has been possible through leveraging IT in the entire spectrum ofbusiness operations.
Wehavestartedrecognizingtechnologycriticalityformanagingthedistributionoperations
aswellasmaintenanceofthegridandaccordinglyhavestartedsystemwidedeployments.
Technologies like SCADA, Automated Meter Reading (AMR), GIS, ERP (SAP), Outage
ManagementSystem(OMS),DMSapplications,LoadForecasting,Mobilecomputingandthe
integration of all these are some of the initiatives already implemented or being
implementedatBSESDelhi.
The IT applications developed, are spread across all functions, including Administrative
activities,Billing,Legal,Recovery,Reception,MeterReading,RemoteMeterReading(RMR),
Automated Meter Reading (AMR), OMS(Outage Management System), Network Planning
and dispatches in an integration fashion. This makes our working integrated and brings
closure all distributed as well as diverging functions. This is rarely visible in utilities across
the globe and BSES at Delhi is one amongst few unique sites to illustrate this very resolve.
Today, consumers issues are addressed effectively through the IT tools and this has made

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possible to not only finish work on daily basis but also take kind of futuristic planning. Any
consumers complaint can be tracked effectively and efficiently, thus, making within reach
toapproachconsumersasamarketingdrive.Thiswas,otherwiseorimpossible,toaddressa
large consumers base at Delhi with all sort of problems inherited with years of legacies,
creatingachaoticsituation.
A strong IT infrastructure is established connecting all offices approx 400 plus locations,
installing LAN/WAN and relevant hardware. The great enabler had been the sustained
trainingofthelargeworkforceandtakingusclosetothedestination.
Snapshot
OneofthebiggestITestablishmentinthispartofthecountry
Connectivityofabout400plusofficesacrossawidegeographicalstretch
Deploymentofmorethan5000PCsand1500printers
Morethan7000applicationuserscommunity
Implementation and integration of SAP, AMR, SCADA, GIS, OMS and Load
Forecastingapplications
StateoftheartDatacenterwith40serversina24*7operations
Telecomconnectivitywithintercomfacilityof850Avayaphonesand470phoneson
Centrexinanintegration

BenefitsofITBenefitsofITInitiatives@BSES
CustomerCare
Fasterresolutionofproblems
Easytraceabilityandmonitoringofinformationonacomplaints
Moreandmoresatisfiedconsumers/customers
Automatedandcustomerfriendlyprocesses
Customerempowermentthroughwebinterface
Billing
Errorfreebillsandmechanismtocorrectbillsonasinglewindowsystem
Fasterresolutionofproblems
Reductionincustomercomplaints
Betterrevenuerealization
Operations
Reducedtimetoaddressproblems
Efficiencyinoperations
Stablepowersupply
Propermonitoringandcontrol.Manpower&resourcemanagementthroughOMS
Betterproductivityandcostcontrol
Properaccounting

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ITProjectsForOperationalEfficiency&CustomerCare

ProblemDefined
BSES took over operations in 2002 of Delhi power distribution and then there was hardly any
AutomationaswellasComputerization.Therewaslackofintegrationandconnectivitybetween
different locations. There was no telecom related initiatives. The challenge was connecting
more than 500 offices for anytime online operations. The constraint was geographical stretch
aswellasbringing inmultiple technologyandvendorsonaunifiedplatform.The risks defined
were maintaining a 100% secure uptime 24x7. The connectivity should help in a seamless
informationflow.
TheSolution
The intension was toconnect morethan 400 offices and 20mobile offices online across Delhi.
Hence, these offices were put on online operations which included Commercial as well as
O&M, Customer care, Enforcement, Recovery, Vigilance, SAP, Complaint centers and Cash
Counters. We deployed around 5000 PCs, 575 Laptops and 1500 Printers. State of the art
Datacenterwassetupwith 40 servershavinginstallationofSun, LotusNotes, AMR, AntiVirus
and DHCP Servers. The connectivity link is through 208 Fibre optic lines, 161 ISDN, 110 VSAT,
142 RF and 20 mobile connections. Further the Unified Telecom Connectivity was setup at 24
locations with AVAYA, 25 locations on CENTREX and rest on FWP with about 4000 users in a
closeusergroup.Hence,weachievedintegratedIToperationsinadistributedenvironment.

ImplementationLearning
Post implementation, all operations are Automated and made online with the Integrated
Billing, Customer Care, Operations Management System, Vigilance, Recovery, Administration,
MaterialManagement(SAP),HR(SAP),Finance(SAP),ProjectsAutomationandLotusNotes.This
hashelpedinstreamliningbusinessoperationsandenablingthefastinformationflow.Thesein
turnhavehelpedusinservingourcustomersfastanddiligently.

BusinessBenefits
ThroughthisconnectivitytheOutageManagementsystemgotlinkedtocallcentretransferring
proper outage information which inturn helped in reducing outage time and hence reduce
commerciallosses.CommercialcallcentrelinkedwithIVRSandbusinessapplicationshelpedin
fastresolutionofconsumersproblems.Thewebsitewww.bsesdelhi.comdesignedaesthetically
with customer centric approach provides all information to consumers and further enables
them to register and track complaints. The look and feel of the website was designed to be
customercentric.

Project I : IT Connect - Thinking Beyond Boundaries

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Conclusion
TheprojectITConnectisoneofthebiggestanduniqueprojectsinNorthIndia.Thevastness
in its planning, implementation, security, disaster recovery plans, integrating multiple vendors
and bringing them in our network, expense monitoring, ROI, 24*7 support and its impact on
customerserviceisacasestudyinitself.

ThisprojectwasimplementedforKeyConsumersandGridmonitoring.
ProblemDefined
The project was conceptualized to minimize human interference while
downloading/uploading the meter data and to reduce billing as well as accounting errors.
Further through this technology, the entire meter data along with history can be
downloadedandanalyzed.Itwillsaveoperationalcostinlongrunandhelpusinidentifying
as well as minimizing the power theft. The meter reading was earlier done through a MRI
(Meter Reading Instrument) or manually by physically going to the consumer end and
connecting MRI to the serial port of meter. Since most of the key consumers have their
metersinstalledwellwithinpremises,thereadershadtowaitforthegatepass/permission
for going inside for meter reading. This used to take a lot of time for them to read each
meter. It was a tedious job and lot of manpower was required for reading the meters as
theseconsumersarespreadacrossDelhi.

ProjectII: Automated Meter Reading (AMR) An Emerging Technology

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As far as Grid AMR is concerned the project was targeted towards capturing exact data of
energy flow into our network which inturn will help us in Energy Auditas wellas Demand
Forecast,thebiggestchallengeforanenergyutility.

Problemsdefinedwere:
In Grids human interaction in 3 shifts to monitor load and energy release at an
intervalof15min.Thiscanbeautomated.
Herculean task of compiling log at month end to generate MIS. This was possible
throughtheproject.
No Correlation between energy imported and distributed. One of the key results
generatedthroughtheproject.
Central monitoring of each grid was not possible, which will become possible
throughimplementationofAMR

Last but not the least it was a unique automation initiative towards customer services as
wellascustomercaretotheirsatisfaction.

TheSolution
A modem is installed at the consumers / Grid end. The reading of the meter is taken
remotelyfromthecentrallocationbymakingacalltotheremotemodem.Thedownloaded
data of the meter is then used for Billing, analyzing load survey and checking the tamper
data of the consumer meter. Further data from grid is used for the business critical MIS
reports.

ItisapointtopointdialupsystemandworksonGSM/CDMAaswellasPSTNnetwork.Total
14 Server grade PC are dedicated at the central location with 7 modems per PC at central
locationconnected.Thesemakesschedulecallsto15000modemsinthefield.GSM/CDMA
technologyisusedtoremotelyinterfaceandreadthemetersofconsumers&Grids.

Learningsare:
The Vendor Management: Modem supply from the vendor i.e., execution team of
BSESwasworkingatsuchapacethatthemanufacturerwasnotabletocopeupwith
thesupply
The Connectivity: Connectivity at remote locations and signal strength of service
provider, further there always remains a challenge of reducing instances of signal
dropwhiledatatransferfrommeterstoserver
ChangeManagement:Educatingownpersonnelonusingthesoftwareandrecording
data

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BusinessBenefits
The entire process from meter reading to billing is fully automated without human
interventionresultingintheoperationalefficiency,betterbilling/improvedqualityandearly
revenuerealization.

KeyConsumers
Nowthesemeterscanbereadfromacentrallocation,usingsoftwaretoschedulethemeter
readingoneaftertheother.Now,thesamejobcanbehandledbyfewpeopleonlyandthe
reading process is much faster. Further the reading is without errors because of minimal
human intervention. This has resulted in reducing the time for billing, in improving billing
qualityandbetterrevenuerealizationleadingtoconsumerssatisfaction.

Grids
MonitoringandloggingofVoltage,current,powerfactor,KWh,KVARh&KVAhon5
minutesbasis
Alarmfeaturetodrawattentionoftheoperatortoanybreachofvariousparameters
beyondpresetlimits
FacilitytogeneratespreadsheetandMISreportsonSystemoutage/Downtimeof
theFeeders,DailyPeakloads,VoltageProfiles
Availabilityofallgridsdataatcommonserver

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Conclusion
TheimplementationofAMRatsuchavastscaleisinitselfoneofthelargestdeploymentsin
India, which makes it unique. Connectivity across a vast geographical stretch for its
streamlined operations also makes it very unique. The immediate cost benefit derived by
implementationofthesamehasbeenoneoftheremarkablefeatures.Itencompassesboth
GSMandCDMAtechnologies.

ProblemDefined
Consumers irrespective of their age, healthand other external constraints had to travel to the
BSES offices to make payments and request for the support. Further the mobile vans used to
collectcashandupdatepaymentstothecentralsysteminabatchmodewhichmaytakedays
in the process. Hence, the prime objective was to reach at consumer doorstep with all upto
date information and values add to the consumers services and customers care; first time in
powerutility,India.

TheSolution
Thecashcollectionisdonebymobilecashcollectionvanstoextendservicetoconsumerswho
cannot visit BSES offices for payment as well as support. The transactions are updated online
using CDMA technology for connectivity of mobile vans with the central office. The vans are
connectedthroughVPNwiththecentralofficeensuringsecurityofdata.Customerservicesare
beingextendedthroughthemobilevansincludingcomplaintstracking,newconnection,logging
complaintsandvariousotherconsumerrelatedservices.

BusinessBenefits
i M ac
P R I N T
H E L P
A L P H A
S H I F T
E N T E R R U N
D G E R F I
A J B K C L
7 M 8 N 9 O
D G D G D G
D G T 3 U
0 V . W X Y Z
T A B
% U T I L I ZA T I O N
H U B /M A U N I C
2 B N C 4M b /s
P R I N T
H E L P
A L P H A
S H I F T
E N T E R R U N
D G E R F I
A J B K C L
7 M 8 N 9 O
D G D G D G
D G T 3 U
0 V . W X Y Z
T A B
% U T I L I Z A T I O N
H U B /M A U N I C
2 B N C 4 M b/s
P R I N T
H E L P
A L P H A
S H I F T
E N T E R R U N
D G E R F I
A J B K C L
7 M 8 N 9 O
D G D G D G
D G T 3 U
0 V . W X Y Z
T A B
% U T I L I Z A T I O N
H U B /M A U N I C
2 B N C 4 M b/s
P R I N T
H E L P
A L P H A
S H I F T
E N T E R R U N
D G E R F I
A J B K C L
7 M 8 N 9 O
D G D G D G
D G T 3 U
0 V . W X Y Z
T A B
% U T I L I Z A T I O N
H U B /M A U N I C
2 B N C 4 M b/s
R S C S T R R D T D C D T A L K / D AT A T A L K
R S C S T R R D T D C D T A L K / D AT A T A L K
R S C S T R R D T D C D T A L K / D AT A T A L K
R S C S T R R D T D C D T A L K / D AT A T A L K
R S C S T R R D T D C D T A L K / D AT A T A L K
R S C S T R R D T D C D T A L K / D AT A T A L K
R S C S T R R D T D C D T A L K / D AT A T A L K
R S C S T R R D T D C D T A L K / D AT A T A L K
R S C S T R R D T D C D T A L K / D AT A T A L K
M o d e m
M o d e m
M o d e m
M e te r
M e te r
M e te r
P R I N T
H E L P
A L P H A
S H I F T
E N T E R R U N
D G E R F I
A J B K C L
7 M 8 N 9 O
D G D G D G
D G T 3 U
0 V . W X Y Z
T A B
% U T I L I Z A T I O N
H U B /M A U N I C
2 B N C 4 M b/s
R S C S T R R D T D C D T A L K / D AT A T A L K
M o d e m
M e te r
M o d e m
M e te r
P C
M o d e m
M o d e m
M o d e m
M o d e m
M o d e m
AMRArchitecture
ProjectIII: On-Line Mobile Cash Collection and Customer Service An
I nnovative Project

Page 18 of 29
UsingtheCDMAconnectivity,thevansarenowonlineandcanconnecttothecentraldatabase.
Thepaymentsareupdatedinstantaneouslyandthesystemisonline.Thishasresultedinsaving
alotoftimeandeffort,furtherimprovingtheconsumerservicesandcare.

Conclusion
Theuniquenessoftheprojectisthattheconceptcanbeextendedtoallthecustomerinterface
pointsandthevanscannowbeupgradedtoafullyfunctionalmovingoffice.Aninnovativeway
ofextendingconsumerservicesresultinginimprovementofconsumersatisfactionindex

ProblemDefined
Informationcollationonfaults andmanaging faultrestorationwithindefined timeline.Further
managingandallocatingresourcesandintegrationwithsystemcontrolandcallcenter

TheSolution
TheOutageManagementSystemimplementedmonitorsandanalyzesthewholeprocessof
fault restoration, from the receipt of consumers complaint to the normalization of supply
includingtrackingofresources,inthepowerdistributionandpowersupplysystem.

Thissystemhasbeendividedintwoparts
11KVandBelow
EHV(ExtraHighVoltage)

BusinessBenefits
RealTimemonitoringofHT,LT&nocurrentfaults
Fullintegrationwithsystemcontrol,circlecontrol,callcenter,breakdown
officesandlocalcomplaintcenter
Joballocation&tracking
OptimumallocationofO&Mresources(vehicles,manpower,etc.)
AutomatedSMSescalationoffaultandbreakdowns
Thissystemalsoprovidesinputtofinancialsystem
ExhaustiveMISreport

Conclusion
Theuniquenessoftheprojectisthebusinessimpactlike
Speedredressaloffaults
OMSlinkedtoCallcenterprovidesseamlessinformationtowards
ProjectIV: OMS (Outage Management System) Reaching Consumers

Page 19 of 29
customercare&satisfaction

ProblemDefined
PoorvisibilityofElectricalNetworkOperations,absenceofrealtimeandhistoricaldata,lackof
network analysis resulting in delays in fault restoration with inadequate information to
consumers.

TheSolution
The SCADA system is a real time operating system. It closely monitors the distribution system
and its behavior. Data is utilized in planning as well as in the management decision support
system. Further it helps in energy monitoring and audit along with increasing the efficiency of
operations as well as resulting in a better regulatory compliance. The SCADA is an industrial
measurementandcontrolsystemconsistingofacentralhostormasterusuallycalledaMaster
Control Center; one or more field data gathering and control units or remotes traditionally
called remote stations, remote terminal units, or RTU's; and a collection of standard and/or
custom software used to monitor as well as control remotely located field data elements.
Communications may be via a local area network (LAN) and will normally be reliable with a
betterspeed.SCADAsystemsgenerallycoverlargergeographicareasandrelyonavarietyofin
the field electrical distribution network as well as communication systems. This is used for
monitoring/ controlling of multiple substations from a Master Control Center. The
communication link between the two ends could be a dedicated cable, a satellite channel or
fiberoptic link.All thedataof thereceivingstation are logged ata halfan hour intervals.The
loggeddataprovidestrendsoftheloadflow.

BusinessBenefits
Visibilityofthenetworkoperation
Realtime,accurateandconsistentinformation
Flexibilityinoperationalcontrols
Fasterfaultidentification,Isolationandsystemrestoration
Extensivereporting&statisticaldataarchiving
Centraldatabaseandhistoryofallsystemparameters
Optimizedandefficientoperationofthenetworkbasedonrealtimecalculation.

Conclusion
The project implemented at BSES is the biggest and first of its kind in India. The criticality lies
notonlyinimplementingtheprojectbutalsotointegrateitwithGISandSAP.Withthehelpof
ProjectV: SCADA Technical Breakthrough

Page 20 of 29
thiswehavesuccessfullybeenabletorecordtheprofileofconsumerswiththeirconsumption
pattern, Audit energy and further reduce theft of electricity. The turn around time for closing
complaintshasreducedthusgivingtheconsumersrespitefromlongoutages.

ProblemDefined
At BSES Delhi 60% assured revenue gets generated from 20% of our Key high value
consumers.Hencetheseconsumersbecomeakeyreasontowardsimprovedcustomercare.
Toprovidethemservices,betterthanthebest,therewasaneedtoimproveourprocesses,
bring in an integrated scalable, secured system which would further improve our Revenue
Management Cycle. Further the earlier billing system which included customer care, too,
was on a legacy system and needed to be integrated to other functions like finance and
contracts,whichexistedonSAP.

TheSolution
Thesolutiondesignedandwhichgotimplementedwastomigratetheentirebillingsystem
from legacy to SAPISU/CCS. The project is titled EDGE (Enhanced Data Generation for
Enterprise).Itisaninitiativetowardsautomationofbusinessprocessesleadingtocustomer
carecoveringautomationthroughimplementationofERP,SAPISU/CCS.TheISU/CCSisan
Industry Solution from SAP which addresses the needs of a customer oriented utility
company. The solution encompasses CRM (Customer Relationship Management) and
BW (Business Warehouse). It is a customer centric futuristic billing system built on
EnterpriseSOAArchitecture.
BusinessBenefits
As project EDGE is an initiative towards automation of business processes leading to
customer care covering automation through implementation of worlds best practices and
ERP,hencethesolution deployedhas helped our businessgrowmultifoldwithmanyother
benefits.
Integratedplatform
Improvedsecurity
Greaterflexibilityandscalability
Reducedbillingerrors
Fasterandrobusttariffsettingprocess
Improvedcreditmanagement
FacilitatesenergyaccountingresultinginreductioninAT&CLosses
Singlefacetocustomer,360degreeview
Improvedcapabilitiesatcallcenter
ProjectVI: Project EDGE (SAP ISU/ CCS) A World class solution

Page 21 of 29
Fasterresolutionofquerries
SupportsComplexbillingoptions
Supportforcustomersegmentationformarketingcampaigns
Endtoendmetermanagement
Singlebillingsystemcateringtomultiplecustomersegments
Verylessbandwidthusageresultinginsystemavailabilitytoallusersonemergency
Easeofextractinginformation
Entireorganisationviews/transactsonthesamesystem
Betteruserdiscipline

Data storage and monitoring is done from a centralized datacenter. Security of usage also got
streamlinedthroughimplementationofUserAccessControlpoliciesandapplications.Currently
there are more than 2600 users. Well structured and defined MIS reports get generated
providing mission critical information to the Management. Further we are also able to send
bills,requiredinformationandreminderstoconsumersthroughSMSandemails.

ImprovedCustomerService
Improved customer satisfaction and loyalty through quick, accurate responses to
inquiries
Give Customer a smooth, consistent experience across all avenues of customer
connectincludingvoice,email,smsetc.
Improvedcapabilitiesatthecallcentres
Improvedserviceordertracking
Automatedcorrespondence
Enhanced ability to monitor, track and analyse trends based on the complaint/
requesthistory
Enhancedcustomerselfservicecapabilitiesthoroughtheweb
Reduce total cost of ownership by carrying out all customer service activities on a
singleintegratedplatform

Conclusion
The implementation of EDGE for such critical database is in itself one of the largest
deploymentsinIndia,whichmakesitunique.Connectivityacrossavastgeographicalstretch
foritsstreamlinedonline,24*7operationalsomakesitveryunique.AsISUhashardlybeen
implemented in India by any enterprise, because of its complexity, cost and availability of
skillset,itbecamearealchallengeforustomigrateourexistingbillingdataandmakeitlive
for32Laccustomerswithoutanyglitchandzeropercentageerror.

Page 22 of 29

PROJECTEDGEOPERATIONALARCHITECTURE

ProblemDefined
The primary role of an electricity distribution utility is to arrange quality power for its
licensed registered consumer and distribute uninterrupted power to them. Power
Management function encompasses arrangement of power for the DISCOM predicting the
futuredemand.

Power demand has three types of inbuilt seasonality i.e. Daily, Weekly (short Term) and
Annual (Long Term). Short term demand for power is also dependent on a host of other
factorsonadailybasis.Theexternalfactorsare:
Holidayswithintheweek
Temperature
Humidity
Rainfallandcloudcover
ProjectVI I: Project PALMS: Power Management and Load Forecasting
(SAS) The Need Of The Hour

Page 23 of 29
Windspeedanddirection
Specialoccasions
Hence the immediate need (PhaseI) for our BSES DISCOMs, was to forecast short term
demand taking into consideration all the above factors and any other factors that may be
identifiedandeffectivelycaptured.

TheSolution
There are various statistical tools available and are being used for forecasting of power
across the globe however BSES selected SAS institute and its Load Forecasting Engine to
improve its current load forecasting process. The objective is to provide a day ahead
forecast for demand at 15 minutes intervals. The solution shall also help us in predicting
Delhisappetiteforpowermoreaccuratelyandhopefullysaveonbothoverbuyingandlast
minute scouting for power. The solution known as SAS Smart Load Forecaster is a level up
from the prevalent practice of the intelligent guesswork that is the result of tracking
historicalloadpatternscoupledwiththecurrentweatherforecastandpastweathertrends.

BusinessBenefits
The savingsaccrued from the more precise planning will ultimately benefit theconsumers;
as reduced power costs will have a direct bearing on the customer tariffs. With the new
technologyin place, BSESwillalso be abletoplantheirsurpluspowersalesbetter, leading
tohigherreturnsfromsuchsalestootherutilities.
Conclusion
Theprojecti.e.ShorttermLoadForecastingwasmadegoliveon01April2011andisbeing
tuned for forecasts within world class limits. The Project is currently under progressive
improvementsinvolvingdatapopulation,regressionandsmoothening.Thisworksinperfect
integration with PMG i.e. Power Management suit of applications, Grid AMR (Grid
Automated Meter Reading) and SCADA. This is not only helping a moneysaver but helping
tomanagepowereffectivelyaswellasefficientlytoacustomercentricpowerutility.

PALMSa

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Page 26 of 29
failureratewasmorethan15%whichhasreducedtolessthan1%.Allthesehavehelpedus
in considerable amount of cost saving. The main impact of this project is fast & efficient
resolution of the Consumers complaints/ queries/ problems. 90% complaints attended in
lessthan2hrs.Thecustomerreliabilityindexhasreachedmorethan99%.

Conclusion
TheimplementationofCOREatsuchavastscaleisinitselfoneofthelargestdeployments
in India, which makes it unique. Connectivity across a vast geographical stretch and varied
platformforitsstreamlinedoperationalsomakesitveryunique.Theimmediatecostbenefit
derived by implementation of the same has been one of the remarkable features. It was a
unique automation initiative towards customer services and care to their satisfaction. The
project was deployed for internal business operations of BSES Power at Delhi. It impacted
business,customercare,technicaloperations&monitoringandregulatorycompliance

RECOGNITIONS

ITofBSESDelhiintherecentpastreceivedawards

NetworkInnovationAward(2005)fromHECL
CIO100Award(2007)fromIDG,USA
CIOLeadershipAward(2007,2008)fromIDG,USA
NASSCOMrecognition(2007)fromNASSCOM
BOLDCIO100Award(2008)fromIDG,USA
SmartInfrastructureAward(2008)fromAMDAthlon,USA
DiamondEDGEAward(2009)fromUnifiedBusinessMedia(NetworkComputing)
PCQuestBestITImplementationsoftheYear(2009)fromPCQuest
EnterpriseConnectAward(2009)fromCIOL(CybermediaOnline)
CIO100Award(2009)fromIDG(InternationalDataGroup)
FinalistforNASSCOMCNBCITuserAward(2009)underEnergy&UtilitiesCategory
CIO100Award(2010)andHALLOFFAMEfromIDG(InternationalDataGroup)
FinalistforNASSCOMCNBCITuserAward(2010)underEnergy&UtilitiesCategory
Top3forChampionUptimeAwardandStrategicSecurityAward(2010)fromIndian
Express
EDGEAWARD(2010)inGeneralITCategoryfromUnifiedBusinessMedia
FinalistforICTforINDIASKOTCHAward(2010)
UptimeChampionAward(2011)fromIndianExpress
SKOTCHAward(2011)forICTforIndia
EDGEAward(2011)inGeneralITCategoryfromUnifiedBusinessMedia
CIO100Award(2011)fromIDG(InternationalDataGroup)

Page 27 of 29
7.HumanResourceSkillDevelopmentMeasuresofEmployees
BSES Rajdhani Power Limited (BRPL) has always strived for excellence, whether in
Operationsorintermsofworkforcedevelopment.Toachievethroughoutexcellence;work
force skill development is one of the key attributes. For the same we have a dedicated
departmentnamelyLearningOrganization,whichlooksafterthetrainingrequirementsand
organizesnecessarytrainings.
As a process, training need identification is donein consultation with the stake holdersi.e.
foraparticulardepartmentadiscussionattheDivisionalandCorporateOfficelevelisdone
to know the training requirements. These discussions would involve grass root level
employeesuptotheHeadofDepartments.Postdiscussionabuyingiscreatedamongstthe
top management about the requirement which has come up and accordingly training is
designed.Wealsotryasfaraspossiblethatthesetrainingsareimpartedbyouremployees
who are involved in the training design and also are trained as internal trainers. These
trainings are not conducted just to provide training but also to provide a solution to the
issuesforwhichthesameisbeingconducted.
Under the technical training initiative; one of the most successful examples of this is the
RMU training wherein a need for training in Execution, Operation and maintenance of HT
switchgears was identified. A team of O&M engineers were sent to various RMU
manufacturerse.g.C&S,CGL,ABB&Schneiderwheretheyweretrainedonoperationsand
maintenance of the RMUs which have been installed in our organization. These engineers
further provided training to our work force and till date we have covered 1134 O&M
participantsacrosslevels.Thistraininghashelpedtobringdownthefailureratesfrom122
in 2010 to only 69 in 2011. Subsequently, a RMU Workshop was established in 2011. This
workshophassuccessfullyrepaired185RMUstillApril2012.
We conducted a HalfDay Training Workshop of Assistant Line Mate (ALM), which was
training on Basics Tools Tackle & Safety. This training was held at the Divisional level and
coveredAssistantLinemates.ThemaincontentsoftheTrainingswerethefollowing:
9 Knowabouttoolsandtacklesandtheirusage
9 Knowaboutconsumableandtheirapplications
9 Safetyprecautionsandnorms

2dayTrainingProgramfortheSupervisorsandEngineersdeployedthroughcontractorswas
conductedduringtheFY201112.Atotalof40Supervisors&EngineerswereTrainedunder
thisTraining.Maintopicscoveredunderthisprogramwereasfollows:
a) Importanceofvarioustools&tacklesandsafetyequipment
b) Shutdownproceduresandsafetyprecautions
c) Assessing LM on their practices relating to LT and HT preventive and break down
maintenance

Page 28 of 29
d) Recordkeepingandreportingtoofficerincharge
e) DERCSupplyCodesasapplicabletoO&M
A2dayTrainingonLT&HTMaintenancePracticeshasbeenconductedfortheO&Mwork
force. A total of 400 participants were trained under this program. As per the senior
personnelinO&MthiswasoneoftheTrainingwhichwasgreatlyrequiredbytheworkforce
inthefield.
In continuation to its efforts for improvement of skills and safety concern among AMC
workers, Learning Organization has managed to create another milestone of its own; a six
dayspracticaltrainingprogramforAMClinemen"AMCCertificationProgram"waslaunched
on 22
nd
March 2012. This six days Program has been developed after getting inputs from
O&M officers and the recommendations of apex Committee. The training covered other
topics beside issues related to daytoday working, included, understanding Job
responsibilities, Safety, Accident Prevention and First Aid & Treatment of Shock. Display &
explain the use of tools & equipment etc. In the coming year we would covering all our
outsourcedLinemeninandensureallofthemundergothisprogram.
Another of the successful initiatives undertaken is Sampoorn Bijli Abhiyan (Developing
Consumer Centric Behavior). The objective of the training is to stress the importance of
customer delight, employee ownership, service quality, effective communication with
consumers,dispute resolution and handlingcustomer complaints. This program istargeted
for the work force in O&M and Business Function at the Division level. This program is
conducted in phases wherein the participants undergo the training between October to
Januaryduetothefactduringsummersduetopeakdemandourworkforceisbusyserving
our customers. In the first stage of the program participants from O&M and Business are
identified, who are later addresses as Champions. These Champions carry the baton of
sharingtheirlearningswithotherpersonnelintheDivision.Alongwiththetrainingofthese
Champions an interaction between Consumer groups (RWAs, Vishisht Sahyogis) and the
Champions is organized in each division, wherein issues pertaining to both sides are
discussed and solutions to address them are identified. The uniqueness of this program is
that it does not end at training but is linked to a recognition program. The recognition is
done through scorecards which have been designed and implemented in consultation with
the Champions and key stakeholders like Divisional Heads for O&M and Business, Business
Head, O&M Head, Business Analysis Group. Since this program encourages team work,
hencewehavetriedtorecognizeteamsratherthanindividuals.Also,throughthisceremony
we recognize important consumers in appreciation of their support. Employees and their
family members enthusiastically participate in the cultural programs organized as a part of
the ceremony. Importantly, each of these ceremonies is organized by the Champions with
an active support of their Divisional and Circle Heads. The recognition ceremony is not a
onetimeeventbuthasbeendesignedinsuchamannerthatitwillbeinstitutionalizedandis

Page 29 of 29
heldeveryyear.Underthisprogramwehavesofarcovered11outofour19Divisionsand
bytheendofthisFinancialYearwewouldhavecoveredallthe19Divisions.
Our organization focuses to cover all segments of workforce which includes permanent
employees and staff deployed by contractors. For instance, during the last financial year,
656 Linemen and 492 Additional Linemates deployed by the contractors were trained on
operationsandmaintenancepractices,safetyprocedures,etc..Intheyear201112wehave
conducted254trainingprogramscovering4960employeesandtotaling7863mandays.