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Summing UpSumming Up...
2
What Delhi Consumer was experiencing in 2002
Real Customers Experiences1 4
1) Flickering of TVs & dim Tube lights(Poor quality supply resulting in flickering / dim lighting)
2) “Voltage stabilizer” was an essential requirement (Under/over voltages damaging appliances)2 5
3) Long Queues for bill payment (a special day off for bill payment)
4) Dim / ill lit Streetlights h d t i l f t4) Dim / ill‐lit Streetlights ‐ hazard to social safety
5) Constantly running Gensets causing air pollution (A Common sight at all marketplaces )
3 6
6) “Linesman” being only touch point for customer(Virtually no customer care)
3
Pre‐privatization: Delhi Power Situation
Age Old Network Unprofessional CultureAge Old Network Unprofessional Culture
Poor Consumer ServiceOutdated Technology
High CorruptionEquipment Burn outs
High TheftInadequate Investment
Business Inheritance marred by Multiple MaladiesBusiness Inheritance marred by Multiple Maladies
4
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Summing Up...g p
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Profile: BSES DiscomsN d t d t FY 17
Particulars UoM BRPL BYPL BSES
Nos. updated upto FY 17
BRP
Area sq. km 750 200 950
Customer Base Million 2 38 1 59 3 97L
Customer Base 2.38 1.59 3.97
Customer Density Cons/sq km 3,173 7,950 4,179
BY
Peak Demand MW 2,669 1,493 4,162
Energy Billed * MU 11 189 6 115 17 304YPL
Energy Billed 11,189 6,115 17,304
Monthly consumption per customer
Kwh/ Month 392 320 363
Delhi constitutes 4% of India’s Demand
* Nos are provisional subject to DERC approval
6
Our Vision – Mission - Values
To attain GLOBAL BEST PRACTICES and become a WORLD-CLASS UTILITY
RELIABLE and QUALITYproducts and services
Strive for CUSTOMERSATISFACTION
To work with vigor, dedication and INNOVATION, with total
INTERNATIONAL STANDARDS of customer care
Strive for OPERATIONALEXCELLENCE
Build “ONE BSES”customer satisfaction as the ultimate goal
To consistently achieve high
SUPERIOR VALUE for all stakeholders
Build ONE BSES
VALUE INTEGRITY andZERO TOLERANCE FORBREACH OF ETHICS
growth with the highest levels of PRODUCTIVITY
To be a TECHNOLOGY
Be amongst MOST ADMIRED, TRUSTED and INTEGRATED utility
BREACH OF ETHICS
Proactively pursue SAFETY
Strive to be recognized as
Taking BSES into the next orbit
DRIVEN, efficient & financially sound organization.
Set new BENCHMARKS in corporate performance
Strive to be recognized asan EXEMPLARYCORPORATE CITIZEN
7Taking BSES into the next orbit …
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Complete Business Transformation
THEN (Prior Year 2002)
NOW(Year 2017)
>53% Losses ~12%AT&C Loss Levels
~70% > 99.7%Operational
Reliability (ASAI)
Generalist “Customer Centricity”Customer Service
Obsolete Legacy systems “Integrated Systems” Technology/
Process
Rs 1,200 Cr p.a NIL*Govt. Support
9
* Subsidy given to GoNCTD consumers excluded
Steep Loss reduction post‐ privatization
61 9%
70%Pre privatisation era Post privatisation era
47.8%
61.9%
50%
60%
Discom FY 02 FY 17* ReductionBYPL 63.1% 12.7% 50%
BRPL 51.5% 10.7% 41%
30%
40%
TPDDL BYPL BRPL
BRPL 51.5% 10.7% 41%
TPDDL 51.3% 8.80% 43%
12.7%
10 7%10%
20%20% Rise in lossespre‐privatisation
8.80%
10.7%
0%
10%
~42% reduction in losses post takeover against 20% rise in a decade up‐to privatization
* Provisional ; Subject to DERC approval 10
Multi‐Pronged approach taken for Loss Reduction
BSES FY 03 FY 17*
Commercial Loss 35% 3%
BSES FY 03 FY 17*
Technical Loss 22% 9%
(17 39 Lac)(17 ‐ 39 Lac)
11
* Provisional ; Subject to DERC approval
11
BSES successfully serves 67% of Delhi Demand
5642 56535925 5846
6260Delhi touched
44084720
5028
5642 56536361 MW (6th June 2017)
30933318
3490 3626 37364031 4034
B Delhi Power Demand is:BSES
Delhi Power Demand is:
65% more than Mumbai
3 times of KolkataS 3 times of Kolkata
4 Times of Chennai
> 102% growth in Peak Load served since privatization> 102% growth in Peak Load served since privatization
FY 3 FY 4 FY 5 FY 6 FY 7 FY 8 FY 9 FY 10 FY 11 FY 12 FY 13 FY 14 FY 15 FY 16 FY 17
13
Ever Improving Customer Services Journey…
DVB 2003 2004-05 2007-08 2009-10 2013-14
2002 2004 2006-07 2008-09 2010-11 2015-16
A Progressive and Sustainable Journey towards Improving Customer Serviceg y p g
C-SAT : Customer SatisfactionQMS : Queue Management SystemCHD : Customer Helpdesk
SLCC : Small Load Consumer CategoryMLCC : Medium Load Consumer CategoryKCC : Key Consumer Category
RTGS : Real Time Gross SettlementCAS : Consumer Application SystemIVRS : Interactive Voice Response System 14
Only Utility to offer all Payment Options…
Cash Counters √ Significant additions
2016
Govt. Collection Centers
√ √ √ √ √
Retail – √ √ √ √ √ √ √ √(EasyBill, Suvidha, Oxigen)
√ √ √ √ √ √
Drop Boxes √ √ √ √ √ √ √ √
Online √ √ √ √ √ √ √ √
Credit Card √ √ √ √Credit Card √ √ √ √
Kiosks √ √ √ √ √
RTGS √ √
PAYTM √
15
BSES actively supporting Renewable & DSM initiativesN d t d t FY 17
UJALA Scheme
BSES supporting the Central Govt’s
Nos. updated upto FY 17
BSES supporting the Central Govt s
Energy efficiency scheme (> 5 mn
LEDs sold))
Rooftop solarRooftop solar
Pioneer (first connection April 2015)
& is Leading player of roof top& is Leading player of roof top
systems in Delhi.
Hi h t b f N t M t iHighest number of Net Metering
connections (~350 nos. / 11+ MW)
16
BSES “A Socially responsible Organisation”
• Adult Literacy Mission for Women
• Actively supporting Swatch Bharat Abhiyaan
• Organising medical camps (Eye‐care/ Cancer)
• Blood Donation Camps
• Self defense training for women
• Energy Program’ for school childrenEnergy Program for school children
• Sports activities & Nukkad Nataks
• Promoting “Earth Hour”
17
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Successful Privatization – “Savings to Delhi Government”
• Huge Savings to Delhi Government
• >Rs.77,500 crores till date
AT&C Loss reduction Rs 58,659 Crs
Rs.77,500 crores till date
• Rs.10,000 Cr annually hereafter which is ~20% of Delhi govt. budget
Capital Expenditure
Initial Loan payback
Rs 12,766 Crs
Rs 1,416 Crs
• Hence, more money available for
• Infrastructure (Roads, Flyovers,
p y
E Tax payment
,
Rs 4,686 Crs
Subways, Foot over bridges)
• Streetlights
• Social amenities (Schools & Hospitals)Total Benefits ~ Rs. 77,527 Crs.
Social amenities (Schools & Hospitals)
• Transport (Metro & Buses)Above figures are on estimated basis for all three private Discoms upto FY 17
AT&C Loss : Revenue brought out of loss reduction achieved over past 15 years
CAPEX A t l t i d b ll th 3 di
Huge savings to GoNCTD perpetually
CAPEX : Actual amount incurred by all the 3 discomsLoan Payback : The initial support provided to the discomsE Tax : payments on account of the electricity tax as
paid to the govtBSES Contribution : >Rs 48,228 crs.
Huge savings to GoNCTD perpetually
20
Presentation Flow
Legacy...g y
Discom’s Profile
Transformation
R d & R iti
Stakeholder Benefits
Rewards & Recognitions
Summing Up...g p
21
BSES: A Quality Oriented Organization
• ISO – 9001 : 2008•Valid upto March 2017
QMS(Quality Management System)
• ISO – 14001 : 2004•Valid upto March 2017
EMSEnvironment Management
SystemSystem
• ISO‐ 18001:2007•Valid upto March 2017
OHSASOccupational health and Safety
Assessment SeriesAssessment Series
• ISO ‐ 27001:2013•Valid upto April 2018
IT Security
• ISO ‐ 17025:2005•Valid upto Sept 2018
Testing Laboratory
BSES is Integrated Management System (IMS) certified
y
g g y ( )
22
Rewards & Recognitions
Stevie Award
International Awards
British Safety Council Award
National Awards
D L Shah - Quality Council of India
PHDCCI (PHD Chamber of Commerce)
National Awards
ICC (Indian Chambers of Commerce)
India Power Awards 2012, 2013, 2014
CFI (Quality Circle Forum of India)
IDC (Construction Industry Development Council )
PPAI (Indian Power Producer Association of India)
Institute of Engineers
Power Today
Green-tech Foundation
More than 70 awards across all major categories
23
More than 70 awards.. across all major categories.
Unmatched Operational Efficiency(NIELSEN Customer satisfaction survey 2016
eQeQTMTM INDEXINDEX 7780 80
BRPL BYPL Tata Power
77 7878eQeQ INDEXINDEX
COMMITMENT COMMITMENT SHARESHARE
7780 8077 7878
7676SHARESHARE
VULNERABLEVULNERABLE
73 8181 73 7676
VULNERABLE VULNERABLE SHARESHARE 55 55 6 75
Base 10311072 374(+/-3%) (+/-3%) (+/-5%)(Margin of error)
Consumers’ acknowledge that there has been an improvement in electricity servicest i ti ti
Consumers’ acknowledge that there has been an improvement in electricity servicest i ti tipost privatization
Billing & payment are no longer pain area.Less power cuts/ fluctuations, hassle free billing/ payment, street lights, etc. havebecome hygiene factors now & are no longer a appreciative factor
post privatizationBilling & payment are no longer pain area.Less power cuts/ fluctuations, hassle free billing/ payment, street lights, etc. havebecome hygiene factors now & are no longer a appreciative factor
* Figures in side boxes show last year figs
yg g ppyg g pp
24
“POWER SUPPLY” No more an issue for Delhites
2015 (ET: 3rdFeb’2015) conducted by Taylor Nelson Sofres
Source : Pg11 of SBI Report , Oct’12
Rampant “Power Outages” no longer an area of concern for consumer of Delhi since many years now..
25
for consumer of Delhi since many years now..
25
Hon’ble SC judgment favoring Delhi discoms (Nov’2012)
Judgment by Hon’ble SC
Hon’ble SC dismissed 13 years old PIL
(Public Interest Litigation).( g )
The order said that “ We are satisfied that the
power situation in the city has improved
tremendously .”
-Supreme Court of India (Dtd. 23rd Nov’ 2012)
26
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Stakeholder Perspective
CUSTOMER EMPLOYEE DELHI GOVERNMENT BSES
Reliable Supply
Lesser tariff
Employment
Continuity
Reduced liability
“De‐facto” Savings
Extreme Financial Stress
Negative Net worthLesser tariff
Value added
services
Continuity
Rights protection
Growth
De facto Savings
(~77,500 Crs).
More money available
Negative Net worth
No incentive for higher
performance
opportunities
Exposure to new
h l i
for other infrastructure
projects.
Deprived of Central
Debt restructuring
htechnologies schemes
All reaped the benefit of privatization except the DiscomsAll reaped the benefit of privatization, except the Discoms27
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Legacy...g y
Discom’s Profile
Transformation
R d & R iti
Stakeholder Benefits
Rewards & Recognitions
Summing UpSumming Up...
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Despite “Spectacular Turnaround” in absenceDespite Spectacular Turnaround , in absence of “Adequate Tariff”
Discoms are facing Financial Crisis
29