LAHORE ELECTRIC SUPPLY COMPANY LTD.

HISTORY

WAPDA played premier role in establishing computer centre in 1968. It was a

time when computer technology was bleak to majority government
organizations. With the passage of time, computer centre continued its
expansion and presently 26-computer centers are in operation throughout
Pakistan. The major milestone set for computer centre was the computerization
of electricity billing which was met through in house development of billing
software. WAPDA Computer Center Lahore was attached with LESCO with effect
from January 2000 as a process of corporatization of distribution companies. It
has a sub-centre at Sheikhupura and Okara.

FUNCTIONS BEING EXECUTEDS

BILLING SYSTEM

• Data Preparation system.

• Electricity billing of 3.24 million consumers
• Electricity bills are available on LESCO Website. Also web based bills are
acceptable for bank collection

ONLINE PAYMENT SYSTEM

Payment Channels

1. Payment using Bank Alfalah Credit Card. LESCO, in collaboration with

Bank Alfalah, has started the service of bill payment through credit cards
for the convenience of its customers. The collection data is submitted by
Bank Alfalah to LESCO servers on daily basis.
2. Payment using Check Deposit Machine of Habib Bank.
 3. Payment using NADRA KIOSK Machines. LESCO, together with NADRA,
has also started the service of bill collection at NADRA kiosks. The
collection data is submitted by NADRA to LESCO servers on daily basis.
4. Payment through more than 568 online bank Branches and Post offices.

Customer Account on Company Website

The billing and receipt data is uploaded to the online server whenever it
experiences any change. Consumers are able to access true online services at
the company website, which include the following.

• Viewing monthly bills.

• Printing duplicate bills.
• Payment confirmation.
• Consumption and Payment History.
• Account Status.

BENEFITS OF MACHINE READABLE BILL COLLECTION SYSTEM

(MRCBS)

MRBCS offers a win-win situation for all the three stakeholders.

For LESCO

• Reduced time gap between collection and posting to customer account

• Instant recovery analysis & timely remittance processing
• Easier stub data entry, reporting & reconciliation
• Overall reduced cost of collection processing & cash posting
• Boost to overall image of the company
• Improved customer service

For Customers

• Much less time for making payments at banks

• Ease in obtaining duplicate bills
 • Can use company website to
• Confirm payment made
• View & print electricity bills
• Retrieve consumption & payment history
• Check account status

For Banks

• Much less time required for receiving bills

• Data consolidation on a utility company provided system
• Effortless scroll and report generation
• Reduced cost of bill collection

NEW DEVELOPMENTS
ENTERPRISE RESOURCE PLANNING (ERP) SYSTEM

ERP stands for Enterprise Resource Planning. ERP is a way to integrate the data
and processes of an organization into one single system. In order to achieve
integration, ERP systems integrating various applications that serve the needs
of people in Finance, Billing, Material Management and Human Resources.
ERP combines all departments together into single, integrated software that
runs off a single database so that these departments can share information and
communicate with each other. People see the same information and can update
it in a sequential order. When one department finishes with a process, it is
automatically routed via the ERP system to the next department in the
sequence. This integrated approach can have a tremendous payback if
companies choose and implement the ERP solution.

BENEFITS OF ERP

General

• Automation of major business processes

• Improved efficiency and reduced administrative time, effort and cost
• Timely information & decision support
 • Real time business analysis
• Performance evaluation at any instant
• Elimination of repetitive activities and duplication of effort
• Availability of historic data for future forecasting
• Enhanced user interactivity and better utilization of resources
• Improved customer services
• Cross reference analysis
• Disaster recovery arrangements

Financial Accounting and Information System

• Financial Control
• Immediate Monthly Accounts.
• Instant financial analysis
• Online Cost center (drawing & disbursement offices) wise demand,
remittance & Account Head wise expenditure
• Instant payable/receivable analysis
• Multi-year accounting
• Budget & expenditure comparisons
• Bank Collection & Remittance Management (Realization on Company &
Accounting Unit Basis)
• Profit & Loss Statement
• Fixed Asset Management
• Pension/Fund Account Management
• Pension Disbursement
• Balance sheet

Material Management System

It will cover pre-purchase to post disposal and its immediate effect on general
ledger. The moment any file for procurement is moved, it will also be available
to Finance Director for financial vetting.

• Inventory Structure (Categories and Items)

• Suppliers record & their specialty in Products
Procurement

• Annual Requirement Plan

• Ordering with Delivery Schedule
• Maximum/Minimum/Re-Order Levels

Inventory Management

• Receipt (Supply, Repair, Transfer)

• Store Allocation (to Field Stores)
• Store Requisition
• Store Issue
• Transfers (Workshop, Regional Store, Field Store, Other Dist. Companies)
• Store Returns specially with reference to M.C.O etc.
• Scrapping
• Material Movement Analysis
• Inventory Tracking & Holding

Disposal

• Disposal Order
• Disposal Issue

Human Resource Management System

Mostly HR & Admin activities from pre-hiring to post retirement have approvals
and financial impacts on company. All these will cover in ERP system like salary,
house acquisition, TA/DA, free supply, medical treatment, overtime etc.

Recruitment Processing

Application Management, to save time we can allow candidate to apply online

any time.

• Candidate Filtering
 • Call Letter Issue
• Testing & Interviewing
• Appointment

Career Profiling

• Personnel Data Management

• Job History
• Performance Review
• Termination
• Promotion
• Change in shift/timings
• Resignation
• Transfer
• Suspension
• Restoration
• Re-appointment
• Disciplinary Cases/Actions
• Audit Para’s
• Training Courses & Examination
• ACRs, Service Book

HR Analysis

• Sanctioned Strength
• Vacancy Statements
• Seniority List
• Retirement Forecast

Admin

• Vehicle control
• Complete picture of all vehicles with reference to allocation, description,
monthly expenditure on P.O.L etc.

Payroll
 • Disbursement Channel Management
• Pay Scale/Salary Group Management

Customer Information and Billing System

A brief of modules and sub-modules is given below.

Customer Services

• Unique Customer ID Assignment, no UT cash even in multiple change of

reference.
• Automatic Bill Adjustment Processing, no complaint for bill correction
problems.
• Division and even Subdivision wise Billing (Need not to wait for MR of all
Divisions), more time for Bill payment.
• Possibility of One Demand Note for Capital Cost, Security and Payment
facility at any bank.

Customer Information System

• Tariff and Customer Classification Management

• WAPDA Employee Management
• Change of Reference Management
• Infrastructure Rental Management
• Area/Block Wise Geographical Classification

Power Sale & Billing System

• Billing information to Oracle Receivables for instant Balance Sheet

• Consumer Metering

i. Consumer Meter Reading, manual, MR entry at Sub Div to avoid

duplication of work & AMR interface option.
ii. ii. Metering Adjustments with immediate revised Bill and automatic
adjustment processing.

Bill Collection System

 • Bank Collection, Remittance & Reconciliation (Various Levels)
Management

Line Losses System

• Company, Circle, Division, Sub-Division, Grid and Feeder Losses

Regulatory Reporting for NEPRA

INFRASTRUCTURE

• Provision of internet to all offices of LESCO is provided

• All division and subdivisions of Lahore are interconnected through WAN
(wide area network) to run ERP application.
• 273 sites are connected to data centre through different medium.
• Complaint Management System also runs on this Network.
• Different connectivity medium are

i. ViMax (sites within the city. Most of the branches are

connected through this medium)
ii. Vsat (remote sites outside of the city)
iii. Fiber Optic (DR sites, DC sites)

• ISG 1000 firewall are used for security purposes.

CALL CENTER

A call center is a centralized location where customers can call to gather

information and register complains. Customers can receive general information
about the company, products and services, get account specific information and
inquire status of previous complaints.
Its agents are responsible for answering calls and providing information and
services to the customers. The call center supervisor provides assistance to
these agents in delivering services, evaluating and improving quality and
performance.
A call center plays a critical role in a support and augmentation of various
functions of a business, making announcements, delivering messages and
forwarding complaints

Benefits for the Business

• Improve customer satisfaction, personalized services and agent service

quality
• Smart call routing and distribution to reduce caller wait time.
• Identify most frequent inquiries and complains.
• Knowing the quality of service and the satisfaction level of customer
• Measuring, monitoring and analyzing all functions of a call center
• Track any call, review customer interaction for conflict resolution &
performance evaluation
• Complete documentation of call volumes, caller and agent activities
• Know your good agents and the weak ones who require improvement and
training
• Comprehensive reporting on agent performance, call center performance
etc.

Benefits for the Customer

• A single toll free number to receive the calls of customer

• Improved response time and quality of service by the service
representative
• Personalized services
• Document each call interaction for future reference, analysis, evaluation
and monitoring
• Receive latest announcements and updates
• 24-hour access