Customer Care- Electric utility services.ppt

How costumers are given services by utility company

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Our Vision
Tobeamongstthemostadmiredandmosttrusted
integratedutilitycompaniesintheworld,deliveringreliable
andqualityproductsandservicestoallcustomersat
competitivecosts,withinternationalstandardsofcustomer
care-therebycreatingsuperiorvalueforallstakeholders.
Tosetnewbenchmarksinstandardsofcorporate
performanceandgovernancethroughthepursuitof
operationalandfinancialexcellence,responsiblecitizenship,
andprofitablegrowth.

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Mission –Excellence in Energy
Toattainglobalbestpracticesandbecomeaworld-
classutility.
Toprovideuninterrupted,affordable,quality,reliable
andcleanpowertomillionsofcustomers.
Toachieveexcellenceinservice,quality,reliability,
safetyandcustomercare.
Toearnthetrustandconfidenceofallcustomersand
stakeholdersandbyexceedingtheirexpectations,make
thecompanyarespectedhouseholdname.

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Toworkwithvigor,dedicationandinnovation,towards
achievingtheultimategoaloftotalcustomer
satisfaction.
Toconsistentlyachievehighgrowthwiththehighest
levelsofproductivity.
Tobeatechnologydriven,efficientandfinancially
soundorganization.
Tobearesponsiblecorporatecitizen,nurturing
humanvaluesandconcernforsociety,theenvironment
andaboveall,people.
Mission –Excellence in Energy

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Tocontributetowardscommunitydevelopmentandnation
building.
Topromoteaworkculturethatfostersindividualgrowth,
teamspiritandcreativitytoovercomechallengesandattain
goals.
Toencourageideas,talentandvaluesystems.
Toupholdtheguidingprinciplesoftrust,integrityand
transparencyinallaspectsofinteractionsanddealings.
Mission –Excellence in Energy

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Complaintmanagement:wewelcomecustomerstoair
theirdifficultiesandworkstoanswerthemtothe
customer’ssatisfaction&strivestoeliminatetheroot
causesofcomplaints.
Customercommunications:brandvaluesmustbe
communicated,customerexpectationsmanaged,and
positiveperceptionsengenderedthroughregular
communication,whetherthroughnewsletters,bills,the
callcenter,andallothercontactpoints.

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Customer Care Centers
–Customer Care Centres Open during Lunch Time
–“ May I help You “ Ladies at all Customer Care Centres
–Model Customer Care Centre & Cash Collection Center -
--Opened New Customer Care Centre at Bhayander
–Preparation of Process maps for complaint resolution

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Collection
–No of Skypak Drop Boxes increased from 60 to 200
–Separate queue for Handicapped, Senior Citizens etc.
–Opening Collection Counters on Sundays ( Zonal Centres)
–Increase in Maximum ECS discount to Rs. 250
–Cheque payments being accepted at RIL Web-world
–Opening Cash collection counters on Sundays
Cheque Collection at 525 InfoComm Drop Boxes

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Concept -Model Customer Care Center
Provide ‘world class’ facilities to all customers visiting any REL customer
Touch-Point.
Present a single face to Customer
Dress Code for Customer facing team
All customer interactions at Customer Care center only ( Interaction with
backend to be minimal )
Separate “Key Customer Care” Interaction area.
All centers to be ‘Future-Proof’ to handle sales of bundled
services/merchandising/co-bundled & alliance activities.
24x7 Hours hotline to our Call Center.
Three types of Customer Care Centers based on service offering.
The Design of all Centers to reflect world class standards.
Intensive Training of all Customer Facing staff.

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Layoutof CCC at MIDC

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Monthly Metering:
Customersdisliketohaveestimatedmeterreadings,and
furtherunderstandthatcustomersareloathetoprovide
anythingforfreeorthattheyfeelistheutility’snatural
responsibility.Notonlydoesthisactsasapointof
differentiationfromthecompetitionbutalsoeliminate
customerconfusionaboutthecriticalpartofthebilling
process.

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1.Counterhoursincreasedfrom5½hoursto11
hours.Atleastonecounterwindowisopenfor
paymentfrom8.00a.m.to7.00p.m.without
break.
2.Countersworkforfulldayonall
Saturdaysinsteadofhalfdayearlier.
3.Duringrecoverydrivecounterswereoperational
from8.00a.m.to10.00p.m.onalldaysincluding
Sundaysandbankholidays.
Improvements in bill collection
counters after Jan-2003.

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4.Bankingarrangementswithsinglebank(ICICIBank
Limited).ArrangementwithICICIBankforpicking
upcashdirectlyfromthecollectioncounters.
5.Restrictingacceptanceofcashpaymentsmore
thanRs.20,000/-atourcollectioncounters.Cash
paymentsmorethanRs.20,000/-acceptedonly
atzonalofficesprovidedthepaymentsareagainst
recovery.
6.IntroductionofSAPforacceptingpaymentsat
progresscountersinzonaloffices.

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Sr.No.Type of payment Center Total No
1 REL Collection Centre 51
2 AuthorizedBanksbranches 173
3 SKYPAKDropBox 236
4 RelianceInfoCommDropBox 471
5 RailwayDropBox 19
6 Internet Site 5
7 Drop Box facility at Housing Soc. 60
8 Cheque Receipting Machine 5
9 Mobile Vans 3
10 REL Drop Box at Collection Centers51
Total 1074
R.E.L. Electricity Bill payment options

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Increase in no. of Bank Branches from 138 to 250
Increase customers opting for ECS from 23,000 to 50,000
Collection –Forward Path
Payment Option at 50 Post Offices

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Website
–Benchmarked against 100 Utility and Non Utility Sites
–Brand Building
–Uniformity of look and Feel
–Comprehensive Content & Modules for Target Audience
–Customer Focused
FAQ / My Account
Query Management with Escalation
“Locate us Module’’

17. 6/23/2024 17Trend Analysis of Overall Consumer Complaints
0
2000
4000
6000
8000
10000
12000
8-Aug-03
15-Aug-03 22-Aug-03 29-Aug-03
5-Sep-03
12-Sep-03 19-Sep-03 26-Sep-03
3-Oct-03
10-Oct-03 17-Oct-03 24-Oct-03 31-Oct-03
7-Nov-03
14-Nov-03 21-Nov-03 28-Nov-03
5-Dec-03
12-Dec-03 19-Dec-03 26-Dec-03
2-Jan-04 9-Jan-04
16-Jan-04 23-Jan-04 30-Jan-04
6-Feb-04
13-Feb-04 20-Feb-04 27-Feb-04
5-Mar-04
Opening Balance New Complaints Complaints Attended Closing Balance Closing Balance Trend Line
First 26 Weeks of 52 Weeks of Year

18. 6/23/2024 18Trend Analysis of Overall Consumer Complaints
0
1000
2000
3000
4000
5000
6000
7000
12-Mar-04 19-Mar-04 26-Mar-04
2-Apr-04 9-Apr-04
16-Apr-04 23-Apr-04 30-Apr-04
7-May-04
14-May-04 21-May-04 28-May-04
4-Jun-04
11-Jun-04 18-Jun-04 25-Jun-04
2-Jul-04 9-Jul-04
16-Jul-04 23-Jul-04 30-Jul-04 6-Aug-04
Week ending on date
No. of Complaints
Opening Balance New Complaints Complaints Attended Closing Balance Closing Balance Trend Line
Second 26 Weeks of 52 Weeks of Year

19. 6/23/2024 19II
i)High Consumption136 56 269
ii)Supplimentary Bill27 9 46
iii)Stopped Meter37 8 74
iv)Tariff Change30 23 70
v)Correspondence 25 12 78
vi) Miscellaneous (*)24 5 48
Total 279 113 585
12
37
11
5
4
Total
Pending
Complaint
s at end
>1 week
23
>2 and
<=4 days
>4 and <=7 days
42 151
Agewise Analysis of Pending Complaints (All zones)
2
54
8
Nature of Complaints
Agewise analysis of Pending complaints
< = 1 week
<=2days
8
29
Sr.
Week 21 of 2004-05

20. 6/23/2024 20III
i)High Consumption 278 1 275 258 1 060 20 215 235
ii)Supplimentary Bill 18 195 11 178 7 17 24
iii)Stopped Meter 106 344 99 285 7 59 66
iv)Tariff Change 27 167 23 139 4 28 32
v)Correspondence 83 613 80 533 3 80 83
vi) Miscellaneous (*) 44 981 38 951 6 30 36
Total 556 3 575 509 3 146 47 429 476
Backlog
cases
Current
Week
New
Complai
nts
Receive
Total
Pending
Complai
nts at
Sr.
Over all Analysis of complaints nature wise (All zones)
Nature of Complaints
Complai
nts
Pending
at
Complaints
Attended
Balance
Complaints
Backlog
cases
Current
Week
Week 21 of 2004-05

21. 6/23/2024 21High ConsumptionSupp.BillStop MeterTariff ChangeCorrespondanceMisc. Pie Chart Showing Percentagewise New Complaints received during this week
Status on
High
Consumption
Supp.Bill
Stop
Meter
Tariff
Change
Correspon
dance
Misc. Total
27-Aug-04 1 275 154 344 167 613 981 3 534
%age 36.08 4.36 9.73 4.73 17.35 27.76 100.00
Week 21 of 2004-05

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Thank You