1 POWER FOR ALL

2 POWER TO ALL WBSEDCL - Overview Consumers151 Lakhs Peak Demand 5, 586 MW Energy Handled 38, 110 MU Total Revenue Rs.19,583Cr Number of Employees 17, 295 WBSEDCL Covers 97% of Total Geographic area of West Bengal and caters 70% Power demand of the state

Parameters Quantity as on Total No. of 33/11 kV S/S KV Circuit KV Circuit LT Circuit Total No. of DTR WBSEDCL – Key Business Statistics

MONEY POWER ACCESSIABLE RELIABLE AFFORDABLE REGULAR PAYMENT TO ABSORB SHORT TERM MARKET FLUCTUATIONS. EXPECTATIONS GENCO TRANSCO FI CONSUMER DISTRIBUTION UTILITY PERSPECTIVE 24 X 7 Power Supply. PROPER BILLING EASE OF SERVICE EXPECTATIONS

5 POWER TO ALL

APPROACH TOWARDS “POWER TO ALL” DURING LAST FOUR YEARS 6 POWER TO ALL 24 X 7 Supply Village Electrification e-Services Urban Rural New Connection Intensification Improved Infrastructure Different Value added service

Transparent & Well Defined Connection Process Introduced 7 PROCEDURE –A For connection to Low end consumers PROCEDURE-B For connection to High end customers. New Connection System

Entry Level barrier For Connection Removed 8 No initial Down- payment for Low end Consumers New Connection through WEB Portal. Inspection only during meter installation No cost of extension of LT Mains Free of Cost Connection to BPL consumer SABAR GHARE ALO (ELECTRICITY FOR ALL)

Reform in New Connection Process 9 Application Qtn. For EMD EMD Payment Inspection Qtn. For S.C. Charges (42.24 days from date of Appln.) Payment Effect Connection (Av days from date of Appln.) Application Qtn. For S.C. Charges without Inspection (1.23 days from date of Appln.) Payment Effect Connection after Inspection (Av days from date of Appln.) 1 1 Orientation of Inspection activity in Connection process Conventional Process Reformed Process  Introduced since for Dom. & Com. Category upto 6 KW Load Demand  Recently introduced for Dom., Com. & Ind. Category below 50 KVA Load Demand

Reform in New Connection Process 10 Application Qtn. For EMD EMD Payment Inspection Qtn. For S.C. Charges (42.24 days from date of Appln.) Payment Effect Connection (Av days from date of Appln.) 2 2 Getting Connection by On-line Application & Payment at WBSEDCL Portal Conventional Process Reformed (On-Line) Process  Introduced since for Dom. & Com. Category upto 6 KW Load Demand  Recently introduced for Dom., Com. & Ind. Category below 50 KVA Load Demand On-Line Application Qtn. For S.C. Charges (Available at Portal) Payment (On-line / Cash Desk) Effect Connection after Inspection

Reform in New Connection Process 11 Application Qtn. For EMD EMD Payment Inspection Qtn. For S.C. Charges (42.24 days from date of Appln.) Payment Effect Connection (Av days from date of Appln.) Application Effect Connection after Inspection Payment of S.C. Charges in installment (max. 10 nos.) along with Energy bill after effecting connection 3 3 Getting Connection with Post-paid facility of S.C. Charges: Conventional Process Reformed Process  Introduced since for Dom. & Com. Category upto 1 KW Load Demand  Response observed during 1st 6 months: - W.O issued 3.5 lacs, Qtn. Deposited 1.6 lacs & Connection effected 1.13 lacs

 Holding Customer Service Camp  2000 Nos. Such Camps organized in one year 12

All Customer Care Centers(490 Nos.) Modernized & Quality Circle Concept Introduced

14 Class wise Consumer Growth

15 Class wise Consumer Growth

INITIATIVE FOR CUSTOMER SERVICE 24 hour Mobile Maintenance Van 24 hour Mobile Maintenance Van SMS-based Fault Management System – Reduces the fault recovery time SMS-based Fault Management System – Reduces the fault recovery time Pre-payment Metering System Pre-payment Metering System Spot Billing 24X7 hassle-free Payment Facility Through e-payment 24X7 hassle-free Payment Facility Through e-payment Cash Collection Kiosks Cash Collection Kiosks 24x7 Customer Call Centre 24x7 Customer Call Centre Online Reading Entry by Consumer Online Reading Entry by Consumer

17 POWER TO ALL Quick Response to Customer Calls Call received at Zonal call centre SMS sent to concerned technical linesman Consumer informed & call closed Complaint attended & call centre informed

Integrating Customer Management Billing System Collection System ERP & GIS Interactive Voice Response System Complaint Handling System Meter Installation and Energisation New Application Estimate-cum-Bill Payment Measurement and Final Bill Payment if required Compliance Inspection & Service

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20 Grievance Redressal & CRM:  Three tire Grievance Redressal Mechanism  Stress on Grievance Redressal and Consumer Satisfaction  Automation of Grievance Redressal facility  Consumer Awareness Campaign : Print and Electronic Media

21 Consumer Awareness Campaign:

22 Consumer Awareness Campaign:

23 Consumer Awareness Campaign:

24 Enterprise Resource Planning (ERP):  ERP already implemented in Finance, Material Management and HR since 01/04/2015  Roll out for Plant Maintenance and Project Implementation from Nov, 2015  ERP simultaneously implemented in more than 600 locations

System Driven Energy Accounting Geographical Information System (GIS) Module Energy Audit Module Meter Reading, Billing and Collection Module (MBC) Meter Data Acquisition System (MDAS)

Best Practice – Energy Accounting Regular system update  Business Processes has been integrated with GIS (e.g. New Connection, System Augmentation)  Meter and Modems are being installed in all Feeders and DTs.

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28 FINANCIAL PERFORMANCE DURING LAST FOUR YEARS

INVESTMENTS IN LAST FEW YEARS 29 1)RAGIV GANDHI GRAM VIDYUTAYAN YOJANA(RGGVY) Rs. 3,500 Cr 2)SPECIAL REGION GRANT FUND Rs. 2,511 Cr 3)WEST BENGAL RURAL ENERGISATION PROGRAMME Rs. 1,000 Cr 4)WORLD BANK ASSISTANTCE PROGRAMME Rs. 34 Cr 5)RAPDRP Rs. 964 Cr 6)NEF : Rs Cr 7)DDUGJY: Rs. 4,241 Cr 8)IPDS: Rs. 2,866 Cr 9)ENERGISATION OF PUMP SETS: Rs. 407 Cr 10)CAPITAL LOANS : Rs. 6,675 Cr

30 INITIATIVE FOR IMPROVEMENT OF SYSTEM RELIABILITY

31 Outage Reduction Initiatives 100% Metering at 33KV & 11KV Feeders DTR Metering Data Acquisition Development of Network Health reporting System Integration with Zonal Call Centres & ALDC Generation of SMS for every HT Feeder outage Restoration monitoring for 24X7 at Control Centre Time escalation system according to hierarchy Condition Monitoring of 33/11KV Sub-Stations using State Of the Art Technology & Modern instruments Executing Condition Based Maintenance Work Creating basic infrastructure Condition monitoring of Network assets Monitoring Through NHRS 2 2 Efficiency improvement

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Actual Distribution loss of WBSEDCL

Distribution Loss Trajectory

KEY FACTORS : DISTRIBUTION LOSS  Massive expansion of network  Higher rate of increase in LV & MV sector consumption vis a vis HV & EHV sector  Substantial increase in system loading  Inadequate Sub Transmission and Distribution Infrastructure

To Reduce Losses 36  Strengthening Sub-Transmission & Distribution infrastructure  Rationalization of feeder length  Separation of Agricultural feeder  Use of HT & LT A.B Cable  Proper Metering  System Driven Energy Audit to identify loss pockets and corrective actions

Challenges Regulatory Environment Delays in Tariff Orders & ARRs, Huge Regulatory Assets Management of Billing, Collection and Maintenance of Service specially in Rural Areas Management of Cash Increasing Requirement of Cross Subsidies Loss of Business in profitable segment : increased competition in high consumption areas SOLUTION………….????? 37

38 THANK YOU