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KPI Datasheet

Distribution Division DD 01 - BSC


KPI Short Code C4 KPI Short Name Doorstep Service for standard CEB services

Amendment # 0 Date 2015-05-18 Amendment # Date


Amendment # Date Amendment # Date
Amendment # Date Amendment # Date

BSC Perspective Customer


Objective Offer proactive customer services.
KPI Long Description. % of Areas offering “Doorstep” Service for standard CEB services.
(To be qualified, there must be at least three1standard services
offered through Door Step Service )
KPI Unit %
KPI Update Cycle Monthly
Data Availability Cycle Monthly

Data required to compute the KPI

Data Unit Data Update Cycle Data due Date


1. Total number of areas in the Number Monthly First week after
structure. the end of the
month.
2. Total number of Areas offering more Number Monthly First week after
than 3 standard CEB Services as the end of the
Doorstep services. month.

KPI Data Terminology Definitions

1. Doorstep Service – A paid service (Cost recovered, Cost paid) for which, instead of the customer
visiting a CEB office, CEB visits customer premises. To qualify, such service couldhave been
obtained either by phone or online and must prevent the customer from coming to CEB office at
all, whether to initiate the service or to carry out any other intermediate step. However, if the
customer need to visit a non CEB office such as a Bank or Divisional Secretariat. Still, such service
is qualified under Doorstep service category. To complete a certain Doorstep service, CEB may
be required to make more than one visit to customer premise.
Breakdown repair service is not counted as a Doorstep service as it by nature is initiated by a call
and is not a paid service.
2. Standard CEB Services –Paid Services offered by CEB that can be obtained by making a formal
request from CEB. The list of services that should be considered for the purpose of computing
this KPI is given in ANNEX I attached. CEB is actually required to anyhow visit customer premises

1
Note- As time goes on, when the Doorstep mechanism is in place in majority CEB Areas, this count may be
increased or KPI be redefined to give % of Standard CEB services offered as Doorstep.
to offer each of the services in the list. Services which are ad-hoc in nature are not included to
this list. This list will be released from time to time by the Corporate Strategy Division (in
consultation with the Distribution Cordination Committee) and will be informed to all divisions
by circulation.

3. Number of Areas offering more than 3 standard services– Area refers to a Distribution Area. To
be qualified, the particular Doorstep service should have been available to ALL customers in the
Area. If a certain Doorstep service is available only to a part of a distribution Area, such service
should not be counted.

Data Data up loader/ Date Contact


No Description Data Source Available Telephone Email
date

D1 Total number of areas in DGM(Colombo First week


Colombo City as at the end of City) after the end
the month. of the month.

D2 Total number of Areas in DGM(Colombo First week


Colombo City offering more City) after the end
than 3 standard CEB Services of the month.
as Doorstep services as at the
end of the month.

D3 Total number of areas in NWP DGM(NWP) First week


as at the end of the month. after the end
of the month.

D4 Total number of Areas in NWP DGM(NWP) First week


offering more than 3 standard after the end
CEB Services as Doorstep of the month.
services as at the end of the
month.

D5 Total number of areas in NCP DGM(NCP) First week


as at the end of the month. after the end
of the month.

D6 Total number of Areas in NCP DGM(NCP) First week


offering more than 3 standard after the end
CEB Services as Doorstep of the month.
services as at the end of the
month.

D7 Total number of areas in DGM(Northern) First week


Northern Province as at the after the end
end of the month. of the month.

D8 Total number of Areas in DGM(Northern) First week


Northern Province offering after the end
more than 3 standard CEB of the month.
Services as Doorstep services
as at the end of the month.

KPI Formula

(𝐷2 + 𝐷4 + 𝐷6 + 𝐷8 )
KPI = × 100%
(𝐷1 + 𝐷3 + 𝐷5 + 𝐷7 )
KPI Owner (Officer responsible to explain the reasons for KPI value)

Datasheet Owner(Officer responsible to update Datasheet content)


Name:
Designation:
Mobile:
Email:

Datasheet Approved by –
ANNEX I

Date of last Revision March 2015

List of Standard Services.

1. Obtaining an overhead/underground service connection (30A Single Phase) from the existing
Low Voltage Distribution network within 50m distance.
2. Obtaining an overhead/underground service connection (30A Single Phase) from the existing
Low Voltage Distribution network beyond 50m distance.
3. Obtaining an overhead/underground service connection (30A, 60A Three Phase) from the
existing Low Voltage Distribution network within 50m distance.
4. Conversion of 30A Single Phase to 30A/ 60A three phase.
5. Testing of an Energy meter (230 V).
6. Testing of an energy/demand meter and associated equipment used at 400V
7. Testing a customer installation.
8. Changing an energy meter/demand meter
9. Obtaining a temporary electricity supply
10. Shifting of a distribution pole or an associated component such as the stay wire etc.
11. Shifting of a distribution line.