Annexure 10-Document on RInfra-D Technical Competence

Reliance Infrastructure Limited Mumbai Distribution Business

Reliance Infrastructure Limited - 2 -

Contents

i. Company Profile

a. About Mumbai Distribution ………………………………………. .03

b. Vision, Mission & Values …………………………………………....03

ii. Best Practices, Key Initiatives & Performance Highlights a. Approach……………………………….………….…...........................06

b. Excellence in Customer Service …………….…………………..……08

c. Network Quality Management and Reliability …………..........…..12

d. Repairs and Maintenance…………………………….………….…....17

e. Loss management ………………………………………….…………..20

f. Technology as a key driver ……………………………….…………..24

g. Process Performance Highlights..................………………….............33

h. Quality Focus. ………………….……………………………………...37

i. Environment Policy & Initiatives....…………………………………..39

j. Community & Society Focus ……..…………………………………...43

k. Summary ..……………………………………………………………….44

iii. Rewards and Recognitions a. Overall excellence ………………………………………………...........46

b. Technology Focus ………………………………………………............46

c. Quality Focus. . ………………………………………………………....46

d. Training Focus ………………………………….…………………...….47

e. Corporate Governance ……………………….………………………..47

f. Cost Management …….………………………………………………...47


Introduction

Reliance Infrastructure Limited Page 4 of 49

Introduction

a. Mumbai Distribution Business

Reliance Infrastructure Ltd. (RInfra) has been a power distribution licensee for nearly

eight decades in the suburbs of Mumbai. RInfra presently serves a customer base of appr.

27.52 lakhs (Incl wheeled customers) in its distribution licensed area of 384 sq. kms for

the year ended 2009-10. RInfra’s distribution network consists of over 7,500 circuit kms

of HT & LT underground cables.

b. Vision, Mission & Values of R-Infra is as mentioned below :

Vision Statement of R-Infra

• To be amongst the most admired and most trusted integrated utility companies in the

world, delivering reliable and quality products and services to all customers at

competitive costs, with international standards of customer care - thereby creating

superior value for all stakeholders.

• To set new benchmarks in standards of corporate performance and governance,

through the pursuit of operational and financial excellence, responsible citizenship

and profitable growth.

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Our Mission – Excellence in Energy:

• To attain global best practices and become a world-class utility.

• To provide uninterrupted, affordable, quality, reliable and clean power to millions of

customers.

• To achieve excellence in service, quality, reliability, safety and customer care.

• To earn the trust and confidence of all customers and stakeholders and by exceeding

their expectations, make the company a respected household name.

• To work with vigor, dedication and innovation, towards achieving the ultimate goal of

total customer satisfaction.

• To consistently achieve high growth with the highest levels of productivity.

• To be a technology driven, efficient and financially sound organization.

• To be a responsible corporate citizen, nurturing human values and concern for

society, the environment and above all, people.

• To contribute towards community development and nation building.

• To promote a work culture that fosters individual growth, team spirit and creativity to

overcome challenges and attain goals.

• To encourage ideas, talent and value systems.

• To uphold the guiding principles of trust, integrity and transparency in all aspects of

interaction and dealings.


Our Values:

R-Infra believes that any business conduct can be ethical only when it rests on the core values of Honesty, integrity, respect, fairness and caring

• Honesty: R-Infra is committed to be truthful in all its actions. R-Infra strives to be

honest and forthright with one another and with all our stakeholders

• Integrity: R-Infra insists on honesty, integrity and fairness in all aspects of its business

and expects the same in its relationships

• Respect: R-Infra is committed to treat everyone fairly and with respect and dignity.

We appreciate and value the skills, strengths and perspectives of our diverse

workforce

• Fairness: R-Infra is firmly committed to fairness and objectivity in all its action and

interactions.

• Caring: Compassion, sharing and kindness are values that we try to inculcate in our

decision making process


Best Practices, Key Initiatives & Process Highlights


Best Practices, Key Initiatives & Process Highlights

a. Approach:

In accordance with its Vision and Mission, RInfra has established national benchmarks, also

comparable to world - class standards, on major performance parameters of distribution

business, as elaborated in respective sections of this annexure. Our Mumbai distribution

business continues to operate for supply 24 X 7 at 99.97 per cent reliability, being one of

the highest in the country. Our Distribution losses, at about 10 per cent are amongst the

lowest in the country, as compared to the national average of over 30 per cent. This is

despite the fact that appr. 40 % of our consumers live in unorganized developments (Slums)

that contribute to higher losses. We take immense pride in being able to provide sustained

quality supply and world-class service, to our consumers, in the commercial capital of India

– Mumbai. The city, therefore, retains its privilege of having the most reliable and quality

power supply, with no requirement of Voltage stabilisers, UPS, Inverters, DG sets etc,

being common requirement in all other parts of the country. Our mission is to continue to

provide higher service levels to our consumers and to beat the service level achieved thus

far.

The customer facing initiatives are inline with customer service attributes such as Speed,

Convenience, Personalization, Transparency, Professionalism & Service attitude. Several

initiatives undertaken are towards providing ‘International standards’ of customer care and

becoming a ‘Technology driven’ organization. The Company is recognized to be one of the

best in implementing technology innovatively in its processes.

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The initiatives have been categorized in the following areas :

• Excellence in Customer Service

• Network Quality Management and Reliability

• Repair & Maintenance Focus

• Loss management

• Technology as the key driver

• Process Performance

• Quality Focus

• Environmental Policy & Initiatives


b. Excellence in Customer Service

Several best – in - class and customer-centric initiatives / practices are followed at R-Infra,

aimed at providing ‘International standards of customer care’ resulting in feeling of

‘Warmth and Care’ for its customers.

Key Customer Centric Initiatives are detailed below:

• Customer Care Centers (CCC) – Our CCCs provide single-window multitasking

services and the customers are serviced by persons with multi-lingual skills., It

provides convenient and personalized services to our customers. In reconising the

needs, preferential priority is given to Senior Citizens, Handicapped customers and

ladies with child in arm when they visit to our CCCs.

• Call Centre – Our COPC certified, multi-lingual ‘24 Hour Power Help’ provides

efficient services to all customer queries, requests and complaints. It can be accessed

through an easy to remember Toll free number 1 800 200 3030. A separate ‘Theft

Helpline’ 39090909 caters to calls for reporting theft. In order to provide

uninterrupted services, backup facility has been instituted at Chennai

• Website – Our award winning, user friendly website provides features such as Online

availability of Energy bill, ‘My Account’ services, Planned outages, Energy Calculator

etc and many other features of value to our stakeholders. Customers can also access

Company’s mobile enabled website www.m.rinfra.com.

• Key Account Managers – RInfra is one of the distribution licensee, probably the

only one in the country, having KAM personalized and proactive services provided to

cater to the needs of our Key Commercial & Industrial customers

• Complaints resolution - Aiming towards greater transparency and customer

convenience, our customer grievance redressal mechanisms also include approaching

Customer Grievance Redressal Forum (CGRF) and Ombudsman

• New connection: Our speed of providing new connections in cases of applications

complete in all respects is merely between 7 -10 days in almost all cases.


• Payment options – RInfra provides best-in-class payment options with over 2000

payment locations. The new Pay-by-phone facility enables customers to pay by SMS.

The other options include Internet, Net-banking, Credit Card, Debit Card, Collection

counters, ECS, Drop boxes, VDS etc. Launch of SMS payment receipts on customer

mobiles for greater transparency and convenience

• Billing options – RInfra also provides best-in-class bill delivery options. The options

include best practices such as delivery of bill in Customer choice of language

(multi-lingual bill), e-Bill and Website. Our unique Braille bill caters to the

requirements of our visually challenged customers


• Queue Management (Token) System installed at all Customer Care Centers

• Self service (IVR) aims to serve customers calling up at the Call Center for

Application form details , Bill details, Bill not received complaints etc. During

monsoon Self service option through unmanned Interactive Voice Response system is

introduced for handling any spurt in no-supply complaints.

• TATs (Turn-Around-Time) have been established for every complaint category to

ensure speedy response to the customers. All complaints are monitored for closure

and a system for escalation is configured in the system for complaints exceeding the

limits. These internal TATs are considerably lower as compared to the SOP norms.

• Modes of communication – Communication to customers is delivered using the

latest technological modes such as SMS, Email and Web. Customized, proactive and

personalized messages are printed on energy bills. SMS alerts are sent for Bill details,

Payment due date reminder, Payment acknowledgement, Advance intimation of meter

reading date, Bounced cheque, request for Application Form, Complaint registration

and closure confirmation. All above are also sent on emails. Besides, new service

launches, periodic communications like Customer Newsletter, tips on Safety, Energy

Conservation etc. are sent by email. Outbound calls from Call Centre are made to

determine Customer Satisfaction. Through an E-Courtesy service, an automated

follow-up email is sent to the consumer based on the information sought by him.


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Aug'08 Dec'08 Mar'09 Jun'09 Oct'09 Feb'10 Apr'10 Sep'10 Mar'11

• Customer Satisfaction Survey In pursuit of RInfra’s goal of achieving Total

Customer satisfaction, RInfra conducts periodic “Customer Satisfaction” surveys at

its Customer Care Centers through independent external agency. The results of

such surveys is then analysed and reviewed for continual improvements. The graph

below reflects the improvement in the Customer satisfaction levels being outcome

of the customer centric initiatives of RInfra.


c. Network Quality Management and Reliability

Appropriate integration of State-of-Art Technology platforms have enabled end-to-end

automation for all key processes. GIS, with its unique capability to represent business data

as real world objects spatially, is fast emerging as a vital tool for data interpretation. GIS is

now integrated with SAP, IS-U, OMS & Secondary SCADA.

(i) Improved Network Quality management and Reliability achieved through:

• Use of state-of-art SCADA (supervisory control and data acquisition) and DMS

(Distribution Management System) has led to faster fault identification and restoration

• Deployment of FPI’s (Fault Passage Indicators) have reduced the fault isolation and

supply restoration time

• Use of High-tech mechanized excavation techniques such as Horizontal drilling and

Trencher assist in faster cable laying and fault restoration

• Equipment Management System (EMS) is being deployed at sub-stations in order to

automate its operations. Events such as Fire / Intruder alarm, Switchgear and FPI

management, Motion detection, Monitoring of various electrical parameters, AMR /

APFC control etc are being remotely monitored using this system.

Our reliability indices are one of the best in the country and have been enabled through

extensive deployment of technology and automation tools along with thrust on predictive

and preventive maintenance processes.

a. ASAI (Average System Availability Index) – 99.97 %

b. SAIDI (System Average Interruption Duration Index) – 183 Minutes/Yr./Customer

c. SAIFI (System Average Interruption Frequency Index)– 4.00 events/ year / customer


Automation tools and technology deployed for monitoring and controlling the network are

SCADA, DMS, Fault Passage Indicators (FPI), Equipment Monitoring System, AMR,

Outage Management System etc,. Best practices in Repairs and maintenance processes are

detailed in the next section.

These technology initiatives lead to better customer service & operational efficiencies as

listed below:

1. Faster restoration of supply

2. Better control on voltage levels

3. Better management of load distribution in the network

4. Condition monitoring of equipments facilitating predictive and preventive measures

5. Provide more accurate information to the customers


(ii) SCADA (Supervisory Control And Data Acquisition)

SCADA deployment covers network elements up to 33/11 KV substations including

outgoing 11 KV feeders. It enables remote monitoring and control of various network

elements, obviating the need for manned substations. SCADA is an effective tool, used for

condition monitoring of equipment including loading conditions for initiating preventive

maintenance measures, if any required. Network disturbances are immediately identified

and remote operations facilitate quick restoration of supply. Incase of GRID failure, it

ensures execution of islanding scheme. Remote operations of on load tap changers and

switching operations on capacitor banks at night time leads to better voltage profile at 11

KV level. In addition, incase of an unexpected eventuality the scheduling of load shedding,

if necessitated, can also be controlled through SCADA

(iii) Distribution Management System (DMS) & FPI

RInfra has initiated the implementation of DMS and installation of FPIs in phased manner

in its area of distribution. DMS extends the monitoring and control functionality of

SCADA to distribution transformers. Remote Terminal Units and Fault passage indicators

(FPI’s) are installed at substations. Communication with SCADA control center is through

packet based mobile network (CDMA / GPRS).

Deployment of DMS along with Fault passage indicator dramatically reduces the time taken

to restore outages due to 11 KV faults since the fault section is identified through the

system and not by manpower deployment for physical inspection and handling of

switchgears of each segment of the affected network.

DMS leads to better customer service through more reliable power. It also enhances life of

switchgear as the number of operations necessary for isolating fault is reduced drastically.

Smaller Operation squad team is required as isolation process is automated.


(iv) Outage Management System (OMS)

An Outage Management System assists in quicker identification and restoration of power

supply in case of an Outage. At the core of the system is a detailed network model of the

distribution system on Geographic Information System (GIS). By combining the locations

of outage calls from customers, a program is used to predict the locations of outages. Call

center representatives will be better equipped to answer customer queries and our field staff

can be dispatched to specific fault location more optimally. Some of the benefits of OMS

are:

• Reduced outage durations due to faster restoration based upon outage location

predictions.

• Improved customer satisfaction due to increase awareness of outage restoration

progress and providing estimated restoration times.

• Reduced outage frequency due to use of outage statistics for making targeted

reliability improvements

(v) Equipment Monitoring System

An electrical utility has assets (transformers, cables, switchgears etc...,) located over wide

geographical spread. It is in this context that remote monitoring of various parameters to

initiate preventive / breakdown maintenance initiatives becomes critical.

Implementation of Equipment Monitoring System (EMS) at distribution transformers, as a

powerful solution to monitor several different parameters is completed at 25 locations and

we plan to extend this to more distribution transformers.


Schematic Diagram of a typical EMS is shown below:

TRANSFORMER SWITCHGEARAPFC

FPI CAMERAFIRE-ALARM

A TYPICAL SUB-STATION

INTELLIGENTBLACK BOX

GPRS

OIL TEMP. / LEVEL

AMR / APFC CONTROL

FPI & SWITCHGEAR MGMT.

CURRENT / VOLTAGE

FIRE / INTRUDER ALARM

DETECT MOTION / CAMERA

CONTROL-ROOM

OIL LEVELINDICATOR

TEMPSENSOR

This solution enables monitoring of oil level and temperature, factors which are of vital

importance for addressing the issue of transformer failure rates. Typically in a State

Electricity Boards transformer failure rate ranges from 15 to 20% per year. Our transformer

failure rate is ~ 0.26 % per annum. Fault Passage Indicators (FPI’s) combined with feature

to operate the switchgear and the ring main system, ensures quick restoration of supply. It

is now possible to restore supply incase of 11 KV faults in a few minutes as compared to 45

minutes that was taken earlier. This will play an important role in enabling a very high level

of system reliability. As the intelligent black box is also integrated to the Meter and APFC

panel, it identifies conditions like overloading, phase unbalancing, poor power factor etc.

Intrusion detection camera besides identifying any attempt to sabotage also provides

detection of fire & smoke.

(vi) Other Technical Initiatives:

• Introduction of Hermetically sealed maintenance free transformers

• Introduction of modular LT Panels with Circuit breakers

• Introduction of SAS (statistical tools) for accurate demand forecasting

• Introduction of maintenance free packaged substation for space optimization

• Installation of two weather stations for accurate weather forecasting


c. Repairs & Maintenance Focus

Our Repairs and Maintenance practices have matured by extensive deployment of

technology by our employees for monitoring and use of analytical Quality tools like Six

Sigma, Small Group Activities etc for root cause analysis.

Following Six Sigma projects, some of the Quality initiatives of the Company, were taken

up by and the results were as follows at Improvement stage of Six Sigma:

• Transformer failure – Reduction of 65 %

• HT cable faults – Reduction of 21 %

• LT cable faults – Reduction of 37 %

• LT fuse blown – Reduction of 30 %

These project findings are in the process of being implemented across all divisions as

“Statndardisation” stage of Six Sigma

Operations powered by SAP R3

Back-end system, enabled by SAP R3, facilitates asset / maintenance management. Our

implementation incorporates managing the field service orders through the system, thereby

ensuring timely and correct adoption of management policies. The online work permits

system (Complaint Management System) ensures awareness and compliance with safety

procedures and work instructions during maintenance activities.

Proactive Measures to reduce cable failures

Cables loaded nearer to rated capacities, ageing as well as joint design are major reasons for

cable failures.

Overloaded cables are identified and replaced proactively. GIS plays important role in

identifying such cables and planning their replacement/improvement schemes. SCADA

provides input for loadings of HT cables. In LT system, overloaded cables are identified

based on


• Analysis of repeated fuse blown or repeated cable fault cases,

• Equipment monitoring system and

• Combining information from Single line diagram, consumer tagging and consumer

consumptions

As joints constitute 15 % of the failures, joints have been redesigned. Cable terminations at

ID box is another main reason for failure and the same have been redesigned.

Pilot project based on partial discharge is ongoing to identify and replace weaker sections in

cables. For XLPE cables very low frequency injection is used for identifying weaker section.

Proactive Measures to reduce Distribution transformers failures

Six sigma analysis has identified reasons that cause transformer failures - Poor oil insulation,

Low oil level and overloading.

It is in this context that we have setup a system to closely monitor oil quality. Oil samples

are collected from all 5,000 transformers in the system and are sent to third party laboratory

for determining moisture content and breakdown values. Analysis module that has been

developed in-house determines whether oil needs to be replaced or transformer has to be

overhauled.

The other major reasons for DT failure, oil level and overloading conditions will be

monitored through Equipment Monitoring System (EMS). Corrective actions will be

initiated proactively.

Fault Location tool in GIS facilitates breakdown maintenance


Fault Location

Fault Distance

Trigger GIS

Pin Point Fault

Location

Fault Testing VAN

Where is a Fault?

Hanuman mandir

When fault develops in the 11 kv section, approximate fault distance is measured by fault testing van.Cable testing system is interfaced with GISFault location is visually depicted in GIS

Mechanized excavation facilitates fault repair

Use of High-tech mechanized excavation techniques such as horizontal drilling and

Trencher enables faster cable laying and fault restoration


d. Loss management

RInfra has continued to sustain T&D loss around 10% and collection efficiency close to

100%. This is despite the fact that over 40% of our consumer base resides in densely

packed unauthorized developments (slums) with narrow by lanes that are only a few feet

wide and have structures that are often of temporary or semi permanent nature. Theft of

electricity is widely prevalent in such pockets and poses unique challenges.

The exemplary success in containing losses has been enabled through multi-pronged efforts

in the following areas :

i. Loss reduction

ii. Technical solutions to theft reduction in Slums

iii. Robust and System driven Energy Audit mechanism

iv. Use of advanced analytics for identification of unauthorized use (theft)

v. Other process improvements and technology enablement

Phase balancing is another area which has dramatic impact on technical loss. Continual

effort is made to ensure that phases are balanced. Phase imbalance identified through inputs

from DT Meters, Equipment monitoring system and manual periodic checks at the

substation are corrected through load rearrangement.

Power factor needs to be corrected as close to the load point as possible. This is achieved

through placing capacitor banks at appropriate locations and through tariff initiatives. The

fixed capacity capacitor banks are being replaced with APFC panels. Incase of power

transformers SCADA system switches off the capacitor banks remotely during night to

maintain power factor at appropriate level.


Our network planning and design department constantly works towards maintaining an

optimum HT/LT ratio. The general guiding principal to move the high voltage source as

close to the load point as possible is strictly adhered too.

Protect vulnerable points on low voltage network in theft prone pockets

Over 40 % of our consumer base resides in densely packed slums with narrow by lanes that

are only a few feet wide having structures that are often of temporary or semi permanent

nature. Direct theft from vulnerable sections in the low voltage network is widely prevalent.

Parallel distribution networks are set up, tapping from the bus-bars of the LT pillars or by

taking individual unauthorized connections from the meter cupboard.

Following the adage that “Prevention is better than cure”, we decided to look at ways to

prevent theft from these vulnerable points, particularly in the context that significant loss

reduction was achieved in unauthorized colonies in Delhi, through replacement of bare

conductors with coated ones (Aerial Bunched conductors).

To address the problem through Technical solution, it was identified to put tapes or epoxy

coatings on the bus bars inside the LT pillars, thereby not allowing any exposed section on

the bus bar. We have identified few solutions like tapes or epoxy coatings on the pillars, not

allowing any exposed section on the bus bar and MCB’s to replace cut outs on meter

cupboards. As a pilot one slum pocket with high loss was taken up and loss was

successfully reduced from about 60 % level to 40 % range. We plan to expand coverage

under this scheme.


The above initiatives have achieved significant success as loss levels at specific locations

dropped from about 60 % to less than 40 % in a short span of time. We plan to extend

coverage under this initiative more extensively.

Other initiatives towards Containing Commercial Losses

Commercial losses arise out of unbilled consumers, under recording of consumption by the

meter, direct theft, deliberately under reading the consumption & wrong category of billing.

Addressing commercial loss is focused around three central themes - (1) Meter to cash

processes that are IT enabled, optimally designed and tightly implemented. (2) Metering and

• Armour cast structural material (tape form) provided on bus bar.

• This armor cast tape becomes hard once it was dry after the application.

• Not easy to cut and place the wires. • Locking arrangement provided to avoid easy

access to pillars.

• Epoxy paint was applied to the bus bars and cables. • Proper insulation was observed. not easily scratch able

if 3 coats applied • Locking arrangement provided to pillars in order to

avoid easy access

a. Re-designed wiring system for meter cabins. b. Main cutout replaced by MCB to make it trip if the load

increases c. Cutout placed at outgoing of meter instead of incoming

to avoid unauthorized tapping


energy accounting initiatives focused on deploying state of art, tamper evident metering

system for consumers and network elements like feeders, and transformers. (3) Putting in

place appropriate performance management system.

Analytics approach to Theft management

During the current year, “Analytics methodology”, established itself as a powerful tool to

identify large quantum of theft with high strike rates (over 50 %). Analytics, involves

piecing together and analyzing different types of data, like meter downloads, billing

database, consumer survey and consumption benchmarks. Our proprietary knowledge and

expertise has evolved over a period of time and has been extensively field tested under

different field conditions.

Automatic Power Factor Control (APFC) panels for reducing technical loss

The economics for replacement of fixed capacity capacitor banks with APFC panels works

for larger transformers that are loaded. APFC panels have limited economic effectiveness in

for smaller transformers. Out of 2000 such substation locations that were identified, APFC

panels have been installed at 1000 locations already.


e. Technology as a key driver

As a ‘Technology driven’ organization we have strived for implementing and adopting the

latest technologies applicable for distribution business. We have set up necessary

infrastructure, developed an application roadmap and implemented IT systems right across

the entire gamut of operation involving Metering, Billing, Energy Accounting, Customer

Care, New Connection/Disconnection, Geographical Information Systems based

applications and solution, Web based access to consumers and many more such

applications. We have upgraded our SAP R/3 module, placing the company at the leading

edge of SAP application version.

R-Infra has ISO 27001 certification for Information Security Management System (ISMS).

The IT systems implementation has been recognized by several national and international

bodies.

R-Infra has received several rewards and recognitions for its effective use of Technology

and IT for several customer focused, network focused and other process automation

initiatives which are explained later in this Annexure.

IT, over the years, has become the backbone of operations at RInfra. A set of world-class

packaged software have been introduced to support field and office operations. Processes

have been re-engineered using the services of international consultants namely McKinsey

and Accenture. These revised processes have been IT-enabled through packaged software

like IS-U/CCS, SAP, ESRI GIS and Dominos.


G IS ERP SCAD A DMS OMS AMR

Integration Platform - Middleware

DSS CRM BILLING

CorporatePortal

KM

IT Architecture

We have one of the most comprehensive and extensive implementation of IT systems,

covering the entire range of commercial and technical processes and draws extensively from

the global best practices.

The IT architecture implemented at RInfra offers advantages of scalability and reliability

and is based on using best of breed components, SAP R3, SAP ISU CCS, ESRI & Miner

(GIS/OMS) & SCADA/DMS. The implementation of these packages is based on in depth

study of the functional requirement and incorporates extensive feedback from the field

staff.

Our IT systems are integrated with each other, linking not only the data but also the

business process, creating a workspace to front end cluster of applications. This enables

single consistent interface to the applications and shields users from learning different

packages.

Further, our IT implementation provides the platform for executing the work processes,

ensuring that data is captured at the time transaction takes place, thereby ensuring that no

data is lost.


Another important feature is that field service orders are generated and managed through

the system ensuring tight operational control.

Our processes, practices and work procedures have been extensively documented, which

ensures uniform implementation across the organization.

SCADA/ DMS supplemented by AMR and Equipment monitoring system constitute, set

of systems, for monitoring and controlling various network elements and are steps towards

Smart Metering. These systems help improve the reliability and quality of power, besides

facilitating asset maintenance process.

Outage management system incorporates heuristic to identify the faulty network element

based on the calls received from the customers and the SLD.

IT systems have also been setup to meet the needs of the customers. The following

schematic diagram shown below indicates the approach towards setting up of relevant IT

systems for meeting the key requirements of the customers in the following areas:

• Bill Accuracy

• Ease of payments

• Effective Complaints Management

• Quality & Reliable Supply


Billing & Customer Care Solution

RInfra’s billing and customer care solution is a comprehensive, customer billing and

information system designed to address the unique challenges faced by a distribution utility.

The billing solution based on SAP IS-U/CCS has been extensively enriched through day-to-

day functional inputs. The solution is customer-centric with all-encompassing functionality

covering following:

• Meter Reading services – provide end to end support on meter reading including

scheduling and preparation of meter reading, meter reading, plausibility checks,

monitoring of results. The solution interfaces with other external systems and enables

automated meter management.


• Customer Care System - Customer relationship management for implementation of

customer segmentation strategy, customer analytics and optimized service level.

Enable call centre operation, increase call centre efficiency and provides personalized

customer experience based on segmentation.

• Billing Engine - Powerful and flexible billing engine capable of managing mass billing

as well as complex billing for industrial customers, running plausibility checks, parallel

processing and monitoring of mass runs.

• Revenue Management - Receivable and collection management to ensure revenue,

create and monitor work orders, eliminate leakage and avoid loss.

• RInfra Website – Provides customer to register with utility portal and use services like

bill display, consumption details, payment details, reminders, on-line payment option.

• Meter Management – Monitoring individual meters through its entire life cycle (issue

to disposal) as it’s a critical revenue device.

• Integration - Provides integration with new connection, meter management, service

order generation and monitoring, GIS and Energy accounting system.

For its implementation at Mumbai, RInfra has been awarded with SAP ACE (2006) award

for best SAP IS-U/CCS implementation in the Telecom & Utilities space.

GIS Solution

RInfra’s GIS Solutions derives its strength from domain knowledge of the distribution

business and the customized solution, integrating GIS with ERP, SCADA, Automated

Meter Data Acquisition (MDA) System and billing database. The solution has evolved out

of in-depth study of functional requirement, land base and electrical data sets and data

model based on need of application. RInfra’s implementation solution covers selecting the

best of breed GIS software, hardware, IT systems architecture, server sizing, configuring

and customizing GIS software applications as per the distribution utility needs.


The knowledge & experience acquired by RInfra during the implementation, right from

understanding user requirement, developing data model for various systems, considering

the fact of integrating with other systems to application integration is a key to ongoing

enrichment of implementation.

GIS – Ideal platform for integrating applications

SCADA,DMS

ISU-CCS

AMR

Network Analysis

ERPSAP PM/R3

OMS

GISEntire Network Mapping

Asset ManagementMaintenance History/Asset attributes

Network Data Analysis

Result

Customer Info. & Billing Data

Information on power flow

Probable Location of Failure

Switch Position Fault Data

AutoCAD - SLD

Input on Electrical network

GIS - Most user friendly interface for performing transactions

Notifications

Incoming customer calls

RInfra’s solution of GIS integrated with SCADA, ERP and Automated MDA can be used

effectively as Electrical distribution network management solution. GIS - integrated with

other systems, works effectively for outage management, customer service, in-depth

network analysis, on-line updated H.T & LT distribution network, up to date feeders,

circuits information and facilitates decision making in all activities of the distribution system

management.

The GIS implementation of RInfra has received ESRI Award – 2008 for Special

Achievement in GIS (SAG)


Metering and Energy Accounting initiatives

RInfra has achieved replacement of more than 98% electromechanical meters with high

accuracy, state of art tamper evident electronic meters. These meters provide the following

benefits:

1) This has enabled correct recording of the energy usage and reducing the meter failures

2) Backend analysis of data also identifies meters which are under recording energy

MERC initiated meter testing drive by IDEMI recognized in its report that all

electronic meters tested were accurate.

Network elements like power transformers, feeders and Distribution Transformers are

metered and remotely read through AMR

a. This enables setting up a comprehensive energy accounting and audit system identifying

high loss pockets

b. Availability of accurate loss levels helps fix accountability and responsibility for geography

managers

c. AMR deployment automates the entire process. As meters on networks are widely spread

out there is saving on meter reading cost.

d. Feeder metering enables accurate day ahead forecast, very important in the ABT regime

e. DT metering enables transformer health monitoring

Status of IT enabling in Revenue Management

• Technologies such as POS machines, Currency note counting machine, Bar-code scanners

and fake note scanner are used at our cash counters.

• Over 2000 payment avenues are available for RInfra customers that allow convenience

payment collections for different customer profiles.

• RTGS technology is used for fast fund transfers.


Deployment of Automated Meter Reading (AMR) solution

Major stride is made in AMR deployment covering grid meters, distribution transformers,

street light meters and high value consumers. While on one hand AMR, facilitates setting up

of a comprehensive energy audit and accounting system, at the same time it increases

effectiveness of Analytics in identification and booking of theft. AMR also helps bring

down technical loss through facilitating condition monitoring of DT’s (monitoring of phase

unbalance, overloading etc).

Field Automation:

Pilot test on use of Intelligent Hand held device connected to Live systems has been

completed. This will enable field automation in processes such as Meter Management,

Recovery and Vigilance.

Use of IT in HR

We have a well-defined SAP Human Capital Management (HCM) roadmap for our

organization. Our SAP HCM footprint consists of many modules that cover a wide variety

of functionalities. To adopt these wide arrays of functionalities, we have initiated functional

upgrade in the year 2007-08 to include e-Recruiting, e-Learning, Personnel Development

and Travel Management amongst others.

e-Recruiting allows pro-actively cultivating pipelines of talent and building a better

employment brand based on Talent Relationship Management platform. The module

enables us to manage all recruiting activities as part of a solution for talent acquisition. It is

a tool with flexibility to manage a high-volume recruiting function with greater efficiency,

objectivity and collaboration. The recruiter can develop interactive questionnaires for

competency-based talent acquisition. It has web-based user interfaces for recruiters,

candidates and hiring manager.


e-Learning module captures basic training management functionalities wherein the

employee can view Training Calendar, nominate herself/ himself for training program, get

approval to attend the same from her /his reporting officer and lastly evaluate the training

program. The module also caters to web-based training wherein the employees undergo the

training at their desk – thus converting their desk into the training place.

Personnel Development module captures Performance Management System processes in

detail. It enables us to create Objective Setting Form, capture the details of mid-year review,

conduct year-end Appraisals, maintain Skills Catalogue, handle Career and Succession

Planning Scenarios and can draw out the Individual Developmental Plan for an employee.

Travel Management module helps an employee to create travel requisition, its approval by

the concerned authority, reimbursement of travel expenses and position of such expenses

to accounts. The transaction will be automatic and hassle-free since employees have been

given facility in their own Employee Self Service.

Office Automation

• Video and Audio conferencing across all key offices has helped in overall efficiency of

communication and aided the decision making process

• Lotus based applications like e-library and Task Tracker have helped in knowledge

management and also tracking status of various business initiatives


f. Process Performance

The processes at R-Infra have been reengineered to suit the requirements of its consumers

and have then been automated, for maximizing operational excellence and saving cost.

Improvement in processes is a continual affair and is monitored with the help of process

owners and process champions. Processes are duly documented and standardized in the

form of ISO documentation. Regular reviews of process capabilities is carried out.

Internal Turn-Around-Times (TAT) have been configured in the system and exception

reports on performance is generated for further improvements.

Key Process highlights are:

• 84% New Connection Applications cleared within 7 Days

• 100% Meters are read with the frequency of a Month +/- 1 Day

• 0.25% Developed Meter Reading

• Average 4 Days time between Meter Reading to Bill delivery

• High Collection Efficiency

• 64% No Supply Complaints resolved within 1 Hr

• 13 Commercial Complaints every year (per 1000) Customers

• Average Time to resolve commercial Complaint is 2.5 Days


Process Improvements over last 5 Yrs is depicted as below:

Status of Metering & Energy Accounting

The driving philosophy of metering and energy audit at RInfra is:

• Consumer satisfaction through accurate consumption recording

• Localizing the losses for effective Loss management

• Speedy communication of metering information with elimination of manual interface

• Enabling data based investments

• Meet the Regulatory and National Policy Objectives

100% consumers have been provided with high accuracy meters and over 98% of these

meters are electronic. This has enabled correct recording of the energy usage and reducing


the meter failure rate. 27.52 lakhs customer meters are being meticulously read and billed

for monthly consumption.

Energy Audit Process

• Online recoding of meters readings at 22-33 kV levels, MRI down-loads of DT meters,

and extracting data from HT billing database.

• Energy tally at HT Levels.

• Energy consumption data extraction based on the predefined clusters boundaries.

• Comparison of extracted data with Energy data recorded at DT level.

• Calculation of losses for each cluster.

• For effectiveness of actions the clusters are classified depending upon loss levels

Meter Reading Process - Meter reading instrument (MRI) with meter reading routes,

appropriate validation checks for potential wrong reading and exception reporting ensures

accurate meter reading and plays a vital role in identifying stopped or slow meters, unbilled

meters (extra meters), faulty meters, theft cases to the system. System generated work

orders based on exception reporting through the MRI and closure of the same plugs the

leakages due to meters. The developed reading cases (Estimated bills) has seen a massive

reduction through intervention of process improvement initiatives and Quality projects.

The current level of developed reading cases stands at 0.25 % only which are primarily due

to premises locked.

Meter Reconciliation Process - As a step towards ensuring that meters do not remain

unbilled and are not misused, all meters are tracked through their entire life cycle (issue to

disposal) on an individual basis. Monthly meter reconciliation from system helps in keeping

a close watch on meters which are main revenue measuring instrument.


Recovery Process - The defaulter list is prepared after every cycle of billing and the work

orders generated based on ageing and amount outstanding. To avoid inconvenience caused

to customers due to disconnection on account of non-payment, efforts are made to remind

customers through “Reminder” or through “Phone Calls”. All efforts are made for

collection of the overdue amount and thrust is to not allow individual outstanding to grow

beyond a level. As a result of comprehensive system based effort our collection efficiency

averages near 100 % in the last three years.


g. Quality Focus

We at RInfra are committed to total customer satisfaction in terms of quality of our

products & services.

Our continued commitment to excellence through promoting Quality Culture within the

Organisation is elaborated in Quality Policy:

OUR QUALITY POLICY

Reliance Infrastructure Limited (R-Infra) is committed to be amongst the most admired &

trusted integrated Electric Supply Utility Companies in the world.

R-Infra shall deliver reliable and quality products and services to all customers at

competitive costs, with international standards of customer care - thereby creating superior

value for all stakeholders.

R-Infra is committed to comply with requirements and continually improve the

effectiveness of the Quality Management System as per the latest applicable version of ISO

9001.

R-Infra shall set new benchmarks in standards of corporate performance and governance

through the pursuit of operational / environmental and financial excellence, responsible

citizenship, and profitable growth.

As commitment to Quality RInfra systems are ISO 9001:2008 certified. It promotes a

culture that encourages development of its people through formation of Small Group

Activities (Quality Circles) and use of advanced Quality tools such as 6-Sigma. Over 100

SGA projects and 20 Six Sigma projects have carved the way to creating a sustainable


Quality culture in the organization. The completed projects have benefited the organization

and its consumers through reduction of faults at LT and HT level and also in Distribution

transformers. It has helped reduce the customer complaints and improve process

capabilities, besides saving cost to the company and in-turn its consumers.

Several creative & innovative ideas and solutions to complex problems have emerged out of

this movement. It has also promoted a culture of Self Development & Team spirit.

Company has over 700 employees trained on quality aspects & engaged in quality projects.

The company has bagged several top awards during the QCFI conventions at the district

level, National level and International level.

Key areas of training of Quality aspects include:

• Quality Management System / Environment Management System / OHSAS

• Six Sigma Foundation Course / Green Belt / Black Belt

• Quality Circles Tools & Techniques

• Statistical Process control techniques

• Train the Trainer courses

For further training and development of our employees, in the areas of Knowledge, Skill

and Attitude, our Learning Organization team has a bouquet of training programs delivered

through its learning centres namely Reliance Energy Management Institute – Aarey and

Versova Technical Training Centre – Andheri.

Programs such as “Em-Power”, “Sparsh” alongwith some of the training videos developed

inhouse on Operation & Maintenance (O&M) practices, have been duly copyrighted as

well. Over 350 courses, with over 7500 participants, were conducted during FY09-10.


h. Environmental Policy and Initiatives

Reliance Infrastructure Limited, one of the largest private sector enterprises in power utility

and infrastructure business, is committed to provide an uninterrupted, affordable, quality,

reliable and clean power to millions of its customers. At the same time, preservation and

promotion of environment is of fundamental concern in all the business activities of

Company. Company, with sound Environment Policy in place, continually strives towards

creating, conserving and ascertaining safe and clean environment for sustainable

development.

Environmental Policy:

ENVIRONMENTAL POLICY

Reliance Infrastructure Limited, Mumbai Distribution, is committed to continually improve

its environmental performance and towards achieving this, the Company shall -

Optimize the use of resources by effective planning, implementation & operation.

Prevent environmental pollution and minimize the loss of energy during distribution by

adopting relevant and economically viable technologies and practices.

Comply with applicable environmental legislation; and other environmental requirements to

which it subscribes.

Raise environmental awareness amongst employees, vendors and customers.

Encourage energy conservation and energy efficiency practices amongst employees and

customers.

Date: 05.06.2010 Lalit Jalan

CEO & Director

EMS Establishment & Implementation: Commitment to the Environment

Company has an effective and integrated ISO-9001:2008 Quality Management System.

Now,Mumbai Distribution Business has geared up to establish and implement


Environmental Management System (EMS) based on ISO Standard 14001: 2004 with an

ultimate objective to make all its operations and business processes environment friendly,

thereby reducing the Carbon Footprint of the business. Company has initiated the process

of EMS establishment in late 2009 and proposed to complete the implementation and

certification process by mid 2011.

In its endeavour towards successful and effective implementation of EMS organization

wide, the Company has adopted a three-prong strategy –

1. Employee & Partner Awareness

2. Operational Control Improvements

3. Environmental Objectives, Targets & Programs

This is over and above complying with the environmental legal requirements as applicable

to its processes/ functions and activities and other requirements to which it subscribes.

Energy, environmental, social and societal responsibility is an integral part of Company’s

corporate culture and strategy, as is business performance, and Company is committed to

deliver at its best.


i. Community and Society Focus

Guided by its mission to be a ‘Responsible Corporate Citizen’ and ‘Concern for Society and

Environment’, R-Infra has engaged itself in the following initiatives.

Slum Safety Awareness Drive – As mentioned earlier nearly 40% of RInfra consumer

base resides in slums. Many accidents occur in slums due to unawareness towards electrical

safety. RInfra has taken the responsibility of increasing awareness about Safety in slums. by

conducting sessions in the slum areas.

Young Energy Saver (YES) Project – As a part of its Demand Side Management

initiatives, R-Infra has initiated an innovative campaign to educate students in serving the

cause of sustainable Energy efficiency and Energy conservation.


Project Dignity –RInfra provided support to BMC to upgrade 4 Crematoria as it is one of

the most neglected community service areas.


j. Summary:

RInfra is able to consistently serve its consumers with World class product quality and

services mainly by focusing on Customer needs, Product, Services Processes and

contribution to Society. With the focus on providing superior value to all its stakeholders,

R-Infra has set several benchmarks and follows several global best practices, thereby

becoming a model for other utilities to emulate.

Even Administrative Staff College of India which was appointed by MERC has

acknowledged RInfra’s consistent performance. Some of the excerpts from ASCI report

are:

“Over the years, the distribution company was able to meet the needs of a growing

consumer base and rising demand for electricity of its consumers. It is observed that it

consistently demonstrated reliable operating performance on all its key parameters over the

six year period investigated. For instance, in 2008-09, the Average System Availability Index

was 99.96% i.e. RInfra ensured that its consumers received power 99.96% of time.

Similarly, it reduced the distribution losses from 13.37% during 2002-03 to 10.16% during

2008-09 and improved the quality of supply significantly over the years.” Page No 173

“Investment required to meet the load growth – connection of new loads and load growth

in the existing installations, IT and automation, street lighting etc., are considered essential.

Investment on metering is required to measure the energy consumed accurately to improve

the metered sales and thereby reduce commercial loss and improve revenue. Investment on

system reliability depends on the level of reliability required and in order to maintain high

quality of supply in Mumbai such investments are essential. Considering all the factors

discussed above and detailed in the report, Investigating Authority is of the view that the

capital investment made is commensurate with the demand growth etc., and it cannot be

said that there is over investment.” Page No 190


Rewards & Recognitions


Rewards and Recognitions

R-Infra has received several recognitions along its journey to excellence. The recognitions

have been in the following areas:

Overall Excellence

a. IMC RBNQA Commendation certificate for business excellence

b. IEEMA National award for excellence in Power Distribution – Urban

Excellence in Technology

c. Genius of the Web award for the best website in Utility Sector – By Web-18 group

d. Special achievement award for GIS SAG –By ESRI

e. SAP-ACE award for best Service sector implementation in Utility sector in India

f. PCQUEST Best IT implementation award for AMR project

g. NASSCOMM CNBC TV18 IT User award in Energy & Utility Sector

h. NASSCOMM IT Innovators award for innovation in IT projects

i. TeamStudio Spotlight award for Lotus Domino application TASK TRACKER

j. PCQUEST Best IT implementation award for EMS project

Excellence in Quality

k. Recertified for ISO 9001 : 2008

l. Certified for ISO-27001

m. 5 Par Excellence awards & 2 Excellent awards for Quality Circle / Six Sigma projects

during National convention of QCFI

n. 1 Gold category award for Quality Circle project during Internation Convention of

QCFI

3


Excellence in Training

o. Golden peacock Award for apex training centre (REMI)

p. ASTD Excellence in Practice Award for exemplary practices in workplace learning

and development

Excellence in Corporate Governance

q. Golden Peacock Award for pursuit of excellence in Corporate Governance

Excellence in Cost Management

r. ICWAI National award for excellence in Cost management in large private sector


Documents

Annexure 10-Document on RInfra-D Technical Competence