Background

APEPDCL of Visakhapatnam is the most progressive power distribution utility in India with country’s lowest AT&C losses of less than 6% now. They could achieve this with sustained focus on improving meter-to-cash and customer care processes aided by software and services support from Fluentgrid, apart from investments on electrical network infrastructure to control technical losses.

Vizag_city_aerial_view

By Imahesh3847 – By my mobile, CC BY-SA 4.0, Link

APEPDCL serves over 5.5 million consumers across five districts of the state of Andhra Pradesh spanning about 42,000 sq km, 20 million population, 700 sub-stations, 3000 feeders, 150,000 DTRs and 120,000 KM of power lines.

Business Issues

  • Lack of centralized commercial database as entire metering and billing processes were outsourced to multiple vendors with their own software
  • High technical and commercial losses arising from unaccounted and unmetered consumers and rampant power theft
  • Not much of focus on customer care processes as staff attrition was high due to manual reporting needs

Solution Delivered

  • Data from all the vendors was aggregated and analysed to detect anomalies using CAT database
    Consumer and asset indexing for further data cleansing and creation of master database including mapping
  • CIS, CRM and Insight products from mPower suite have been deployed in a centralized data center with visibility through executive dashboards
  • Many pioneering solutions including pole-to-pole survey, spot billing, mobile customer care, single window customer service, centralized call center, etc.,
  • Outsourced call center and customer service centers across the utility territory

Benefits

  • Aggregate Technical & Commercial (AT&C) losses came down from about 9% in FY2008. when mPower CIS was rolled out, to 6.22% by FY2015; a saving of about Rs1.9 Bn for FY2015 alone, when compared to FY2008 loss levels. FY2016 losses were further down to about 5.5%.
  • New service connection release duration brought down to 48 hours, from a few weeks initially
  • More than 95% consumer complaints resolved as per SLA
  • Improvements in billing and collection efficiency to about 96% and 98% respectively