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

Andhra Pradesh
1.5.5 Customer Service
After restructuring, APERC has not only fixed the standards of performance
(SOP) but is also monitoring their implementation. As a result, there is a
marked improvement in the consumer services. Consumer grievance redressal
forum has been established in each DISCOM and the Ombudsman has also
been appointed to handle appeals.
2 ISSUES AND WAY FORWARD
Restructuring of SEBs is only an important step in the reform process of the
power sector. However, much more needs to be done till the goal of creating a
vibrant and viable power sector is reached. To achieve this, the sector needs
continued support from the Government. The way forward to ensure sustained
growth is:
• The newly established power Utilities need to pursue the reform initiatives
to further improve their performance on a sustainable basis.
• It is imperative that the boards of directors of the Utilities are strengthened
by inducting experienced professionals from the fields of power
engineering, management, and finance, etc., as part time directors.
• Action has to be taken to develop competent cadre of professionals to man
senior positions in the restructured Utilities. In the meanwhile,
professionals with adequate experience can be inducted on contract basis to
the top-level positions in areas like finance, human resources, information
technology, etc.
• Directors on the boards of the newly created entities should be inducted
through a transparent selection process to ensure that only competent
professionals of adequate experience man these key positions.
• The functional directors in the Board need to be given autonomy to operate
and take decisions independently on the subjects allotted to them. Only
policy issues need to be brought before the Board.
• There is a need to delegate authority and responsibility to the
managers/officers at all levels. It would help in fixing accountability and
also enhance the scope for developing managerial skills.
• DISCOMs have not been accorded full autonomy. Though the DISCOMs
were separated from APTRANSCO more than five years ago, they are still
1.7