Wednesday, 27 January 2016

ICT/AUTOMATED SOLUTIONS POTENTIAL FOR MALAWIAN POWER SECTOR



NEED FOR CHANGE IN MALAWIAN POWER SECTOR

  There is urgent need for consumer focus approach in the overall Malawian power sector. It is imperative that the Electricity act do reflect this approach as follows: ·        Provisions for the overall improved and transparent  functioning of the retail supply business ·        Setting up a dedicated machinery for redress of grievances of consumers, enforceable standards of performance and consumer advocacy ·        Introduction of competition in retail supply. Need to open up competition in retail supply ·        Need for utility companies to introduce management tools that are divisional and departmental interlinked. This would ensure efficiency in correlated functions ·        Movement from usage of wooden to concrete distribution structures. These present long term cost effectiveness due to minimal downtime (pole replacement). Concrete substation structures would ensure no falling pole mounted transformer cases. 

   ICT SOLUTIONS IN MANAGEMENT OF A POWER UTILITY

    ICT applications in power utility management provides the capability to manage financial, asset, and cost accounting, production operations and materials, personnel, plants, and archived documents.   Use of ICT can improve quality and efficiency of the business. By keeping a company's internal business processes running smoothly, ICT solutions can lead to better outputs that may benefit the company, such as in customer service. These solutions can support upper level management by providing information for decision making. ICT management approaches create a more agile company that adapts better to change. It makes a company more flexible and less rigidly structured so organization components operate more cohesively, enhancing the business both internally and externally. ICT does improve data security. A common control system, such as the kind offered by ERP systems, allows organizations the ability to more easily ensure key company data is not compromised. 

MALAWI POWER SECTOR ISSUES THAT CAN BE MANAGED BY ICT SOLUTIONS
.1.   Demand Side Management
.1.1.    Robust statutory framework
.1.2.    Policy provisions
.1.3.    Regulatory initiatives
.1.4.    Time of day tariffs

.2.   System Smart Metering
.2.1.    Remote communication with meters
.2.2.    Pin pointing sources of losses
.2.3.    Load shedding hours can be loss based

.3.   Call Centre
.3.1.    Public image

.4.   SCADA
.4.1.    Distribution scada
.4.2.    Prompt fault response
.4.3.    Minimizing downtime

.5.   Procurement
.5.1.    E-tendering
.5.2.    Minimizing procurement inefficiencies
.5.3.    Curbed corruption
 

Wednesday, 6 January 2016

CUSTOMER RELATIONS MANAGEMENT



Basics and Understanding Customers
~ a case for India~
...as presented by...
Er.Rammohan Meda B.E(Hons)
Former Superintending Engineer
APCPDCL
India

ELECTRICITY
•Electricity is an essential requirement
•Customer dependence on Electricity has increased many fold.
•Customer cannot bear any interruption
•Electricity utility Customer expectations are different from any utility customer

What are the expectations of customer of Electricity utility?
•Quality    - Without interruption
•Quantity   - Unrestricted supply
•Service   - Prompt, courteous & Positive answers for problems.

ELECTRICITY - MONOPOLY
•The Electricity boards were controlled by Govt.
•They are of Monopoly in nature
•Performance was far from expectation
•Solutions - Reforms

THE THEN ELECTRICITY BOARD
•Customer service was bad
•Supply fails – FOC Phones are either engaged or no response
•Customer were not satisfied with the behaviour of electricity staff
•No agency to monitor the performance of boards.

POST REFORMS
•Unbundling of Electricity Boards.
•Made independent accountable & responsive
•Standard of performance defined
•Customer service found important

TROUBLE CALL CENTER
•Call centres were mooted to meet basic requirement of answering a telephone call
•Customer expected politeness from centre
•Abbreviated call number was implemented
•Trouble call management service software implemented

OPERATOR BEHAVIOUR
•Password Entry
•Recording of Number of Calls attended by each operator
•Called number & time of receipt identification
•Female operator in Day Shifts
•Minimum Graduation Qualified
•Contractor responsibility for statutory rules.