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

Haryana
Reliability and Quality of Supply
Major focus should be on strengthening and augmentation of network and fault
management to improve reliability and quality of supply. IT applications like GIS and
SCADA should be adopted for detection, intervention and response to ensure the
effective network monitoring. Through such measures, the prescribed levels of
performance stipulated in Standards of Performance (SoP) could be complied with.
Consumer Services and Deliverables
The following suggestions are made to improve consumer services and deliverables:
• Setting up of Consumer Call Centres at vital consumer interface points would
enhance consumer satisfaction and also improve the utility’s image. The call
centres should serve as centres for all information and necessary consumer
support for all billing, metering and other power related issues;
• Strengthening feedback/grievance redressal mechanisms in a structured format;
• The DISCOMs need to undertake these IT initiatives for timely monitoring of
revenue management as also for accurate metering and billing, within a defined
time period; and
• The DISCOMs should further enhance the payment options to the consumers
as are prevalent in the telecom sector, etc.
Change Management and Human Resources Initiatives
The following suggestions are made in the area of HR initiatives etc.:
• Since employees represent the face of the organisation the DISCOMs should
undertake training and development of its employees especially the staff placed
at consumer interface points;
• The department’s role and responsibilities of individuals should be defined and
personnel made accountable for their performance;
• There should be well-organised enforcement teams for conducting raids. The
teams should be provided requisite legal knowledge for collection of evidence
and reporting of the same;
• The organisational structures can be changed to bring about the change both
from the perspective of autonomy and empowerment of employees for
effective decision-making and implementation of reforms;
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