Utilities

The Utilities sector is the closest sector to every end-consumer. It also requires a lot of human effort due to the need of continuous field presence for activities like installation, maintenance, upgrade, meter reading, billing, collections, restoration and emergency services.

We provide two delivery models for this sector: the Centralised and the Hub-and-Spoke model, based on the client needs and the coverage required. We also provide the field services which helps with the last-mile connectivity with the end-consumers. Field services include spot billing, generating bills, field collections and more.

We cover Residential as well as Commercial customers, and both the private and public entities.

    We provide services for the following categories of Utility companies:
  • ● DISCOM (Power Distribution companies)
  • ● Water Department
  • ● Municipal Services

Our DISCOM Capabilities

Call Center Fault Rectification Tracking & Escalation Vehicle Tracking System (VTS) Fleet-on-Street Services Back Office
Voice – Inbound & Outbound
  • ● Customer Services including Queries and Complaints Management – B2B and B2C
  • ● IVR systems and technical assistance
  • ● Collections
Non-Voice Services
  • ● Back Office services
  • ● Email, SMS, Social Media handling services, Web chat
  • ● Deployment of LCVs fitted with GPS tracking, T&P items and trained manpower (lineman, electrician, driver, etc.) on 365 x 24 x 7 basis
  • ● Receive complaints from call center, visit consumer location and rectify the electric complaint falling within scope
  • ● Ensure that faults are removed/ rectified within 2 hours of complaint registration
  • ● Collect and record details related to outage, rectification carried out, meter details, material used, etc.
  • ● Assist DISCOM officials in maintenance of LT/HT systems
  • ● Locate nearest FRT through Vehicle Tracking System (VTS)
  • ● Track status of all complaints at a regular intervals
  • ● Sign-off from the consumer and auto SMS to consumer upon complaint resolution/closure
  • ● Auto SMS to client of 'Out of Scope' complaints
  • ● Telephonic escalation to client officials for 'Out of Scope' complaints
  • ● Tracking of escalated complaints till resolution
  • ● Obtain sign-off from consumer post rectification on the application.
  • ● Web-based GPS / GIS VTS to identify the location of FRT the vehicles in the field
  • ● Monitoring of vehicles real-time basis on a background map showing details of the land-base like roads buildings, etc. over internet by logging into their account
  • ● Each vehicle mapped on the VTS will show its registration number, make, and speed while monitored through VTS web interface
  • ● Address verification services
  • ● Collection services
  • ● Referral Case Management
  • ● Locate nearest FRT through Vehicle Tracking System (VTS)
  • ● Track status of all complaints at a regular intervals
  • ● Telephonic escalation to client officials for ‘Out of Scope’ complaints
  • ● Basic backend operations
  • ● Rule-based processing
  • ● Judgement-based processing
  • ● Payments and Accounting
  • ● Fraud detection and after care
  • ● Issue resolution
  • ● Mailroom Correspondence
  • ● Document collection, Scanning & Indexing
  • ● Document verification
  • ● Printing & Dispatching
  • ● Fulfilment services
  • ● Reconciliation

Integrated Solution for DISCOMs

CRM + ANALYTICS

Software and integration is an integral part of the solution and improves ops. efficiencies

Analytics helps derive patterns of incidents & the proactive steps that can be put in place

CALL CENTER

  • ● 24x7 call center with toll-free number for the entire DISCOM
  • ● Shift wise rostering given by the DISCOM with answering target of 60 seconds
  • ● Allocation of 'no current' complaints to the FRT team within 90 seconds of registration
  • ● Tracking of pending complaints every 45 minutes, vehicle tracking through GPS
  • ● Uniform & ID Card compliance
  • ● Confirmation of complaint closure with consumer
  • ● Escalation of ‘out of scope’ complaints to DISCOM

FRT OPERATIONS

  • ● 24x7 deployment of Light Commercial Vehicles (LCV) equipped with GPS navigation system, T&P equipment and trained manpower (lineman, electrician, driver, etc.)
  • ● Uniform & ID Card Compliance
  • ● Vehicle-linked Service Level Agreements: GPS, make and model & availability
  • ● Visit & resolve no current complaints within 02 hours of registration
  • ● Sign-off from the consumer
  • ● Escalation of out-of-scope complaints with 2:30 hours of registration
  • ● Assist DISCOM officials in maintenance of LT systems

INTEGRATED SOLUTION

  • Timely Complaint Resolution
  • Improved Service Standards
  • Enhanced Customer Delight
  • Enhance DISCOM Image
  • Transparent Approach

A better model for FRT

Traditional FRT Method Advanced FRT Method (what we do)
  • ● Manual registration of complaint
  • ● No time limit to close the complaint
  • ● Customer satisfaction left unattended
  • ● There is no tracking of the route cause of the repeated complaints
  • ● Lack of professionalism/ no training on safety and security
  • ● Multiple vendors - Vehicle Vendor, Manpower Outsourcing, Consultant for the compliance of HR
  • ● Flow of Complaint Cycle not defined
  • ● No Tracking on the registered complaints
  • ● There is no system to caution the team member about the risks and accidents
  • ● Complaint registration via call or social media - Facebook, Twitter, WhatsApp, SMS through omni-channels
  • ● Rectification of fault within stipulated time limit and confirmation of all closed complaints
  • ● Customer satisfaction will be taken care with their remarks after fault rectification
  • ● Identify the root causes of the repeated complaint
  • ● Proper training and safety kit will be provided to reduce accidents and save lives
  • ● Single point of contact for all defined scope
  • ● Flow of complaint cycle defined as per the requirement
  • ● Real-time tracking on all registered complaints with single clicks of reports available on daily and monthly basis
  • ● Safety awareness programs run to minimize the risks and accidents

DISCOM Customer Complaint Management Lifecycle - Integrated solution

Few work areas - Maintenance on LT & HT lines

Automated complaint forwarding to field staff on smart phone

Consumer gets a link to see the location of the complaint vehicle

Acknowledgement by the consumer on smart phone

Complaint Handling Wagon (CHW)

Few work areas - Maintenance on LT & HT lines
  • Road safety training
  • Electrical toolkit
  • First aid kit box
  • Fire extinguisher
  • Towing rope

Complaint Handling Bikes (CHB)

Few work areas - Maintenance on LT & HT lines
  • Road safety training
  • Electrical toolkit
  • First aid kit box
  • GPS tracker
  • Mobile-based Attendance System

Few work areas - Maintenance on LT & HT lines

Few work areas - Maintenance on LT & HT lines
Few work areas - Maintenance on LT & HT lines
Few work areas - Maintenance on LT & HT lines
Few work areas - Maintenance on LT & HT lines
Few work areas - Maintenance on LT & HT lines
Few work areas - Maintenance on LT & HT lines

Initiatives taken Identification and Reporting of accident-prone locations

Few work areas - Maintenance on LT & HT lines
Few work areas - Maintenance on LT & HT lines
Few work areas - Maintenance on LT & HT lines

FRT team is reporting dangerous locations and capturing pictures with longitude and latitude

Visit by safety officers and written communication given to DISCOM officers for rectification

Initiatives taken Safety awareness steps and Health check campaigns

  • ● Always use safety gloves and shoes. Do not compromise on your safety.
  • ● Confirm the feeder supply for correct shutdown. Ensure proper shutdown.
  • ● First shutdown HT line supply in case of overlapping on LT pole line.
  • ● Ensure shutdown while working on and nearby transformers.
  • ● While working on lines, safeguard by shorting it with earth rod or chain.
  • ● Fix ladder on plane surface for proper balancing. Always use helmets while working on any type of fault. Ensure that surrounding area is safe to work.
  • ● Remove if any reptiles are found inside the pillar box.

Field Staff - Attendance Solution and Rostering

CHW CHB

GSM-based Biometric System - Fixed Solution

Mobile-based - Attendance System

GSM-based Smart Watch - Attendance System
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Automated Manpower Rostering
  • ● Placing right people with the right skill in the right place at a right time
  • ● Managing cost of manpower efficiently
  • ● Improve overall productivity of the organization
  • ● WFM - Planning by forecasting requirement of employees/ manpower
  • ● Provide complete workforce analysis reports
  • ● Complete list of employees with work time
  • ● Assign tasks smartly depending on designation and skill set

System features

Mobile Application Based Attendance System Mobile Based/ Web Based/ Smart Watch
  • ● Face recognition-based solution
  • ● Contactless attendance solution based on mobile
  • ● No biometric machines required
  • ● Complete face recognition-based solution
  • ● Various reports with face photo, calculate the work duration, late coming.
  • ● Various role like admin, manager and staff
  • ● Staff attendance using their own mobile.
  • ● Real time monitoring/ Reporting
  • ● Mobile device management
  • ● Contactless attendance solution
  • ● Able to check identity
  • ● Capture location
  • ● Take selfie
  • ● Record time
  • ● Location wise/dept. wise attendance dashboard
  • ● Mass attendance capability
  • ● Field staff tracking/ live tracking
  • ● Can apply/approve leaves online
  • ● Geo-fencing - set virtual boundary
  • ● Offline attendance will be sync.
  • ● Customize report

Compliance and Employee Benefits

Compliances Employee Benefits
  • ● Minimum Wages Act, 1948
  • ● Payment of Wages Act, 1936
  • ● Employees Provident Fund & Misc. Provisions Act, 1952
  • ● ESI Act, 1948
  • ● Payment of Gratuity Act, 1972
  • ● Payment of Bonus Act, 1965
  • ● The Labor Welfare Fund Act, 1965
  • ● Professional Tax
  • ● Contract Labor, (Regulation and Abolition Act, 1970)
  • ● Maternity Benefit Act, 1961
  • ● Equal Remuneration Act, 1976
  • ● Shops and Commercial Establishments Acts
  • ● Employment Exchange
  • ● Accidental Insurance of Rs. 10 lacs
  • ● PF & ESI for 100% of the employees
  • ● Rewards and Recognition
  • ● Safety camps
  • ● Internal promotions to the next grade through Internal Job Postings (IJP)
  • ● Salary paid as per the skilled labor rates of the respective governments

Safety Trainings

Few work areas - Maintenance on LT & HT lines
  • ● Safety Glasses
  • ● Safety Helmet
  • ● Safety Harness
  • ● Rubber Sleeves
  • ● Rubber Gloves - 11kVA tested
  • ● Electrical Discharge Rods
  • ● Earthing Chair
  • ● Safety Shoes
  • ● Live line Tester - upto 11 kVA

Safety Trainings

Few work areas - Maintenance on LT & HT lines
Few work areas - Maintenance on LT & HT lines
Few work areas - Maintenance on LT & HT lines
Few work areas - Maintenance on LT & HT lines

Our DISCOM clients - Present and Past

The client logos have been used for representation (and with not legal implications) and they constitute past and present clients.