The TP Central Odisha is one such Discom, serving electricity to a customer base of 2.7 million in its area of operations. Since its takeover last year, the company has accelerated transformation and has been striving to bring positive change and address the operational issues.
In this endeavor, the company has also inaugurated 11 customer care centers across its area of operations to enhance customer experience and provide a one-stop solution for customer needs.
In order to encourage the consumers to make timely bill payments from the safety and convenience of their homes, the company offered various digital touchpoints for enabling online bill payments, and introduced various cashback schemes like pay bill and win scheme etc.
A collaboration has been done with CSC e-Governance Services for accepting electricity bill payment at Common Service Centres (CSCs) or through Village Level Entrepreneurs.
Besides Consumer Interaction Camps (CIC) are organized across TPCODL under ‘Gaon Chala’ (Let’s Go to Village) campaign for on the spot query resolution, complaint registration, bill payments etc. The company is trying to reach out to all segments of consumers through regular meetings with Resident Welfare Associations (RWAs).
In a step towards digitization, it has also replaced defective meters and is focussing on predictive and preventive maintenance to improve the reliability of power supply, and has opened new customer care centres for the ease and convenience of its consumers. These initiatives have not only helped to increase the online collection of the bills significantly but also helped in increasing customer satisfaction.
The initiatives taken by the company have been focussed on enhancing customer delight, upskilling of employees, effective communication, digitization of critical processes and infrastructural improvements to transform the power distribution scenario.
The company's substation team has been conducting grid audits to test all equipment at grid substations and assess their condition and plan for equipment replacement / refurbishment in a phased manner, including preventive maintenance of 33/11kV structures and lines to enhance the network availability and improve reliability. It has also started GIS, SCADA and customer mapping and claims to become Smart Grid-compliant in the times to come.
The company is also working towards building a healthy network for the High Transmission (HT) and Low Transmission (LT) lines by taking appropriate measures to prevent tripping.
Apart from this, the company has also been working towards empowering the community in its area of operations. The company has nurtured the women SHGs in its area to provide a steady source of income for the rural women and make them financially independent. It has inducted 92+ new WSHGs in its billing and collection activities across various divisions. More than 500 WSHGs are currently associated with programme through which approximately 850+ women are directly engaged.
As a part of social responsibility it started the flag ship programme “ Club Enerji” with schools in its operational areas wherein school children are sensitized with basic but essential ways for energy and water conservation along with raising consciousness in them on road and electrical safety and ethics.
In alignment with Tata Group’s philosophy of giving back to society, the TPCODL launched its first Mobile Heath Dispensary for the rural communities of Dhenkenal Circle. This dispensary will be catering to more than 3,000 patients of 48 GPs on a pre-designed schedule basis per month.