Report of Indian Institute of Public Administration ... - Ministry of Power

Madhya Pradesh
The State Government feels that the extension of electricity facilities to all the villages
will lead to extensive revenue subsidy as compensatory tariff will not be feasible.
Therefore, the State would need additional financial devolution.
4.1.6 Consumer Services
4.1.6.1 Standards of Performance and Customer Related Measures
Enhancement of consumer services through:
• Computerised call centres have been established at various places;
• Collection facility round the clock by cheque at call centres; and
• Mobile phone facility to line staff for quick response to consumers’ complaints.
One window type facility to:
• Accept consumers’ complaints;
• Process applications for new connections, load enhancement and reduction
applications, billing complaints, meter reading complaints, etc.:
• Bill data made available on SMS/email; and
• Facilitate Acceptance of advance payment and payment of interest thereon.
Steps taken to improve billing efficiency
All the high value consumers have been provided with Data Logger type of meters
and all are being shifted very shortly on Automatic Meter Reading (AMR) system.
The electro-mechanical meters of urban area have been replaced by static meters.
Unmetered domestic connections have been provided with proper meters and sample
metering has been done on agricultural consumers to assess their consumption.
Revenue Management System
Revenue management system is a software solution for revenue functions of
DISCOMs. The software has been developed in-house by the Capacity Building
Group of MPSEB. It can handle various issues of power distribution business and has
the flexibility/features of upgrading and updating the software by way of developing
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