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i. Company Profile
a. About Mumbai Distribution ………………………………………. .03
b. Vision, Mission & Values …………………………………………....03
• 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 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 promote a work culture that fosters individual growth, team spirit and creativity to
overcome challenges and attain goals.
• To uphold the guiding principles of trust, integrity and transparency in all aspects of
interaction and dealings.
• 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
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.
• Loss management
• Process Performance
• Quality Focus
• 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
• 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
• 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.
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• 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
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.
c. SAIFI (System Average Interruption Frequency Index)– 4.00 events/ year / customer
These technology initiatives lead to better customer service & operational efficiencies as
listed below:
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.
• Reduced outage durations due to faster restoration based upon outage location
predictions.
• Reduced outage frequency due to use of outage statistics for making targeted
reliability improvements
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.
INTELLIGENT GPRS
BLACK BOX
FIRE / INTRUDER ALARM FPI & SWITCHGEAR MGMT. OIL TEMP. / LEVEL
DETECT MOTION / CAMERA CURRENT / VOLTAGE AMR / APFC CONTROL
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.
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:
These project findings are in the process of being implemented across all divisions as
“Statndardisation” stage of Six Sigma
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.
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
• 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.
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.
Pin Point
Fault
Fault
Distance
Location
Trigger
Hanuman GIS
mandir
Fault Location
The exemplary success in containing losses has been enabled through multi-pronged efforts
in the following areas :
i. Loss reduction
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.
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.
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
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.
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.
Corporate
Portal
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.
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
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.
• 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.
• 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.
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.
SCADA,DMS
Incoming
ISU-CCS Switch Position customer OMS
Fault Data 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)
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
• 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.
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.
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
Internal Turn-Around-Times (TAT) have been configured in the system and exception
reports on performance is generated for further improvements.
• 100% Meters are read with the frequency of a Month +/- 1 Day
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
• 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.
Our continued commitment to excellence through promoting Quality Culture within the
Organisation is elaborated in 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 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.
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.
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.
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.
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.
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
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