A SUCCESS STORY OF SOUTHERN ELECRICITY SUPPLY CO. OF ORISSA LTD

摘要

Electricity distribution business in India is currently passing through the most critical phase of the reform process. After promulgation of the Electricity Act 2003, Electricity business no more remained a monopoly business. The multi buyer, multi seller business model confers on the consumer the right to choose its supplier, heralding in the much needed competition. As a result, electricity has become a commodity with consumer being the epicenter of all business processes. Customer Relationship hasgained paramount importance and under the new era power distribution utilities are compelled to give importance to the customer services. The use of IT as an enabler in form of IT intervention in the Power Sector has made the path of decision makers easier in this direction. The various initiatives taken by different utilities towards modernization of billing, Energy Audit, CRM etc. proved to be very effective and useful. Motivated by the Customer centric ideology encrypted by the Electricity Act 2003and with the help of IT tools, an innovative step is undertaken by Southern Electricity Supply Company of Orissa Ltd., SOUTHCO, to provide customer care services right at the door step of its customers. The mobile customer care van as outlined below is a step in that direction.