Presentation

on
Standards of Performance:
Determination & Monitoring
Presented By:
Abhinav Singh (R100107001)
Abhishek Kumar (R100107002)
Abhishek Rakshit (R100107003)
Anand Kr. Pandey (R100107011)
 Covered Areas
 Overview
 The Purpose of SoP

 Categories of performance regulations

 SoP :The current Scenario

 State wise Comparison of few States

1. Delhi 3. Maharashtra
2.Gujrat 4. Haryana
 Conclusion and Recommendations
 Overview
 An exercise of Commission’s powers under
Sec.181(2)(X) & Sec.181(2)(ZA) with Sec.50
& sub Sec.(1) of Sec.57 of Electricity Act
2003
 Framing of Electricity Supply Code &
performance parameters for the licensees
 To provide a standardized electricity supply
code & specify the Standards of Performance
for the entities engaged in the business of
distribution of electricity
 Contd…
 All the Discoms have given common set of
observation to define SoP in a certain area
 The provisions of EA ‘03 (including the
various rules & obligations of different
stakeholders)
 Including provisions of IER 1956, the transfer
scheme rules, the distribution retail supply
license & ERA 1998
 The Purpose
 To make Discoms more accountable for their
shortfalls
 To inform customers of their rights

 To set certain achievement parameters to

enhance the overall QoS
 Better Consumer satisfaction and relationship
management
 Evaluation of performance of each entity
according to the regulations in a phased manner
 Promotion of efficient use of electricity
 Contd…
 To define incentives / penalties with respect to
the default performance to promote / discourage
the fluctuations
 To create the information with respect to the
level of performance (target & achievements)
for both the Discoms as well as consumers
 To introduce the latest technologies

 To reduce the AT&C losses & system failure

 To define a judicial body to handle performance

cases / complaints
 Categories
Sec. 58 of the Commission’s Act specifies the
licensees SoP Regulations 2007 comprising :
 Schedule I : The Guaranteed SoP

 Schedule II : The Overall SoP

 Schedule III : The compensation payable to

the consumer for failure to meet guaranteed
standards specified in Schedule 1(within 90
days)
 SCHEDULE 1
Guaranteed standards of performance
 Restoration of power supply:

3) Fuse blow down or MCB tripped

4) Service line broken/snapped

5) Faulty distribution line

6) DT / PT failure

7) HT mains failed

8) Problem in grid sub station

9) Burnt meter

10)Street light fault

 Contd…
 Quality of Power supply
2. Voltage variations

3. Harmonics

4. Complaints about meters and bills

5. Applications for new connections/addn. load

6. Transfer of connections/conversion of services

7. Issues relating to disconnections/reconnection

of supply
 SCHEDULE 2
Overall standard of performance
 Normal fuse off calls

 Line breakdowns

 DT failures

 Period of scheduled outages

 Reliability indices

n SAIFI (system average interruption frequency index )

n SAIDI (system average interruption duration index)

n MAIFI (monitory average interruption frequency

index)
 Contd…
 Frequency variations
 Voltage unbalance

 Billing mistakes

 Faulty meters

 To minimize electrical accidents

 SCHEDULE 3
Guaranteed standards of performance and
compensation to consumers in case of default
 New connection

 Billing

 Network expansion/enhancement required to

release supply
 Transfer/conversion of consumer’s connection

 Meter complaints

 Power supply failure

 Voltage fluctuations
 SoP : The Current Scenario
 Prescribed regulations but monitoring is still not
properly implemented
 Revolutionary reduction of AT&C losses from
53 % to 23.7 %
 Improved System availability index 98 %

 Percentage of cases related to QoS attained near

about 90 %
 Large number of consumer satisfaction surveys
are being conducted for the study of impact
 Continued…
 Public hearing forums, CGRF’s are in their
revolutionary phase
 Payment of compensation as per regulation is
being planned and is in the way of
implementation
 Proper formatting is being done on the
monitoring of licensee’s performance
 Better consumer relationship management
(CRM)
 DELHI
 Reliability indices viz. (SAIFI), (SAIDI),
(MAIFI), laid down in Electricity Supply Code
and Performance Standards Regulations, 2007
 These indices indicate reliability of services
being offered by distribution companies
(Discoms)
 Compensation for non-compliance of
performance standards by Discoms
 Contd…
 Other standards specified by DERC include
procedure and time limit for Discoms to attend
to problems of consumers on metering, billing
etc.
 Pre-determined indices on quality of power
supply like requirement of maintaining not less
than 99% in case of fuse-off calls rectification
within 3 hours for urban areas/ 8 hours for
rural areas
New Connections
Defective, Stuck, faulty
meter
Category Change
Assessment Cases
Meter Testing
 GUJRAT
 SoP of Licensees Regulations notified in
March, 2005 which deals with the matters
relating to quality, continuity and reliability of
services
 Specified formats for submission of information
related parameters like – interruption, period of
schedule outages to performance
 Regular compliance reports from the distribution
licensees to SERC
 SoP Regulations provide for various limits/time
period for the, voltage variations, harmonics –
 MAHARASTRA
 Regulations on SoP viz. Electricity Supply
Code & Other Conditions of Supply, Terms &
Conditions of Tariff and General Conditions of
Distribution License, have been issued
 SERC through diff. orders also gives directives
to utilities for enforcing standards with respect
to quality, continuity and reliability of service
 However, due to sever demand-supply gap in
the State, SERC regulated quantity of supply to
ensure that no category of consumers is
discriminated against
 Contd…
 Reliability in indices have been specified in
the Regulations on SoP
 Reports on various indices are hosted by
licensees in their websites which are
monitored by SERC. SERC has also engaged
an agency to carry out field inspections on
behalf of Commission
 HARYANA
 SoP regulations notified in July, 2004 which
incorporate quality, continuity and reliability
of service that a licensee shall achieve in
discharge of its obligation
 Guaranteed standards of performance specify
the rate of compensation if licensee fails to
meet them
 Reliability Indices viz. SAIFI, SAIDI and
MAIFI has been specified in the regulation.
 Others
Conclusion & Recommendations
 Monitoring of SoP of Discoms is a critical
issue : Proper format has to be formulated and
regular submission of the MIS reports should
be mandatory
 Regular maintenance of standards : Prescribed
regulations can be maintained with the help of
suggestions of Discoms
 Payment of Compensation : Automatic
procedure of payment of compensation to be
dispensed in case of violation
 Contd…
 Functioning of CGRF’s / Ombudsmen :
Empowerment of functioning area and
enhanced authorization
 Consumer Awareness Programs : Lack of
awareness can be improved through print /
audio-visual media
 Efficient Working of field staff : Proper
training and follow up for Discom’s and
consumer organization’s staff
 Contd…
 Consumer Interface and Networking :
Frequent interaction with consumer right
groups / forums
 Tracking of Complaints / Cases : Multi
functional team and interactive website can be
helpful
 Process of filing complaints / decision making
: CGRF’s and Ombudsmen functioning
process should be more transparent and easy
Thank You