1. Presentation for 1912 & SMS Services with Outage Management System (OMS)
Prepared By:
Mobineers Info Systems Pvt. Ltd.

2. Flow of Training Follow up and closure Methods
About Company and key features of the Software (OMS)
User Roles and rights in OMS
Modes of Complaint Generation
Follow up and closure Methods
Life cycle of a complaint
MIS Module
Notification engine

3. A Brief introduction about us:
Founded in 2002, focused on Power sector
Started when privatization of distribution companies started in India, 2002
Area of focus
Power sector
Experienced team and vendor partnerships
50+ software developers
150+ technical services
Member
NASSCOM
Microsoft
NISG
Certification
ISO 9001:2000

4. About Power sector Experience
Client Details
Project size
BSES Rajdhani Power Ltd
9 lacs customer base
BSES Yamuna Power Ltd
7 Lacs customer base
NESCO
6 Lacs customer base
SOUTHCO
5 Lacs customer base
WESCO
Noida Power Company Ltd
45 thousand consumer base
SIPS (Distribution Franchisee)
30 thousand consumer base
Delhi Jal Board
15 lacs customer base
North Delhi Power Ltd
12 lacs customer base
MeSEB
2 lacs customer base
BSES Rajdhani/Yamuna Power Ltd
UPPCL
160 Lacs customer base
Kheterpal Hospital
60 Bed hospital
Saroj Hospital
150 Bed Hospital

5. Highlight of OMS system:
Challenges
Solution
Managing different process/workflow for different types of complaints
About 15 different process configured for various complaint type. System can cater to any kind of process/workflow
Easy and convenient access to officers
Access provided over web and Mobile apps (Android/iOS). More than 60% officers have downloaded apps
Complex hierarchy management
Mapped complete hierarchy of the power distribution company. Chairman, UPPCL Directors, MD, DISCOM Directors, CE, SE, XEN, XEN Test, AE, AE meter, JE, SE WS, XEN WS, AE WS, JE WS. etc
Real time tracking/follow up/monitoring of complaints
System keep time bound, Task based track of the follow-up to be done ensuring the activities are completed in timely. 100% complaints in PVVNL of transformers are closed within given time limits. In other DISCOMS, more than 95%
Huge and complex Data management
Discom hierarchy, sub-stations, area mapping, GIS consumer data, district, town block villages, gram pradhans configured and user management console for data management given
Rapid application development and modifications
No coding platform to rapidly design and implement the solution with best in class change management functionalities

6. Key factors for success in OMS implementation
Extensive domain knowledge
Extensive knowledge and experience in customer care center for utilities
Experience and track record of successful deliveries in UPPCL
Strong Management and technical team
Cutting edge technology (No Coding, Rapid application development platform)
Key components of OMS implementation
Mobile App: Application is capable of reading both single phase and three phase meters. The data is automatically downloaded and stored in the device.
Web based software: Application generated the meter reading order and provides the interface to download and upload the data from the devices. The data from the devices is automatically captured and stores in the database without manual intervention
Integration- Application will be tightly integrated with metering and billing systems. It will allow all schedules to be downloaded and final data to be exported desired format.
Online Validation and record keeping- Mobile application will have feature to transfer data real time to a central application.

7. User Roles: Officer’s Rank Reports role & rights Chairman
Overall State
Director Commercial MD
Discom wise
Director
Director Technical
CZE
Zone wise SE
Circle Wise
SE Raid
Discom wise (Theft)
XEN
Division Wise
XEN (Test)
Division Wise (Only Meter Related) AE
Sub Division wise
AE (Test)
Sub Division wise (Only Meter Related) JE
Substation wise

8. Through Miss Call (Only in Pvvnl) Grampradhan OBD Calls
An User can reach us via different modes to register complaints or For enquiry:
By Calling 1912
Through SMS
Through Miss Call (Only in Pvvnl)
Grampradhan OBD Calls
We are using OMS software to manage above mediums.

9. 1. Complaint Registration via Calling on 1912:
Flow chart of a Consumer Call
Executive asks caller’s Problem
Executive asks complainant’s details & filled like Name, Address, District, account id & substation
A complaint number is generated and sent to complainant
Agent close the call

10. 2. SMS based Complaint Registration
Consumer can SMS us and our call centre agent will call the consumer to take details for complaint generation.
Example Message: <Discom Code> <Complaint Type> <Type optional message> and send it to
If Mvvnl consumer wants to send message for meter defect then he has to send: MM to
Discom Name
Keyword
PVVNL W
MVVNL M
DVVNL D
PuVVNL P
KESCo K
Complaint Type
Keyword
Meter Defect M
Bill Related B
New Connection C
No Supply S
Transformer Breakdown D
Power Transformer P

11. 4. Grampradhans OBD Calls
3. Missed call Facility
Consumer can give missed call on (Live in Pvvnl only)
OBD calls will be sent to Grampradhans to receive Transformer complaints. If Grampradhan wants to register complaint and choose press related no. then call centre agent will call the consumer to take details for complaint generation.
Note:
In SMS, Grampradhan OBD & Missed call mode, Consumer gets a sms that “Thank You for registering Your Complaint of <Complaint type>. Our Executive will Contact You with in 30 Minutes.”
When Call centre receive any missed call or SMS then Call Flow would be followed (showed in next slide):
4. Grampradhans OBD Calls

12. Process after Getting the SMS from consumer:
Flow chart of a Consumer Call
Executive asks caller’s Problem
Executive make call to received no.
Executive asks complainant’s details & filled like Name, Address, District, account id & substation
A complaint number is generated and sent to complainant
Agent close the call

13. SMS Formats: C. SMS sent on Complaint Progress:
A. SMS sent to Consumer:
Dear Customer, your complaint regarding “Complaint Type” is registered and registration number is ******* complaint assigned to JE ****, contact number ******. UPPCL Helpline.
B. SMS sent to Related Officer:
Complaint of “Complaint Type” received from *** from SubStation. Complaint No- **** Please inform status to CCC.
C. SMS sent on Complaint Progress:
After registration of complaint operator takes feedback of complaint till the closure of complaint. Due to some reason if any complaint escalated to higher rank officer then an SMS sends to related officer.
Ex. “Complaint of “Complaint Type” received from ******** from Sub Station. Complaint No- ********* Please inform status to CCC.”
D. SMS sent on Complaint Closure:
Dear Customer, your complaint of “Complaint Type” with Complaint No. ****** is resolved. Thank You.

14. Escalation Mechanism of Complaints
Complaint Type
Complaint Sub Type
Type
Escalation time unit JE AE
XEN SE CE
Director
BILL RELATED
All types
Industrial/commercial
days 1 2 3 4
Rural 6 9 12 15
urban
TRANSFORMER BREAK DOWN
Industrial
Hours 8 16 20 24 30 36 48
METER DEFECT
NEW CONNECTION RELATED
NO SUPPLY
LT FAULT 5 10
11 KV FAULT 18
33 KV FAULT
POWER TRANSFORMER
THEFT
Days

15. Complaint Closure Method
SMS
By Calling/mailing on 1912
Using Web
Mobile App
Officer can choose any option
1. SMS-
Format - <DISCOM Code> Closed<Complaint No>
Sample message - PVVNL Closed PV
2. By Calling 1912: Officer can call or mail on 1912 or mail id so that our team can update the remarks/close the complaints.

16. 3. Complaints Closure Mechanism by Web
Closure by WEB- By using their user ID and password, they can give remarks on assigned complaints and update the status.
Closure by APP- By Installing “Appsavy” App from playstore (Available on Android and Ios platform) and registered themselves to use this facility.

17. OBD Calls For Feedback
When a complaint resolved / closed then an IVR call scheduled between 8:00 AM to 8:00 PM. An IVR call scheduled to take the feedback of complaint from the consumer. In IVR call system told press 0 for unsatisfactory closed and 1 for satisfactory closed. If any consumer press 0 then we again take manual information on this complaint. If the final status is unsatisfactory then complaint will be reopen on concern SE distribution login.

18. Complaint will be closed after SE’s Remarks
Flow of a Complaint
Complaint Generation
Closed with Un-Satisfied/Blank Remark from IVR
Task created for manual feedback and if received Unsatisfied remark
Complaint will be reopen for Concern SE till closure
Complaint will be closed after SE’s Remarks
Task created for manual feedback and if received satisfied remark
Completely Closed
Closed with Satisfied Remark from IVR

19. Dashboard & Reports Formats
Dashboard Presentation- Dashboard can be viewed for all types of complaints or specific complaint. Clicking on graphs, we can see the graphical presentation of Hierarchical structure till JE level.

20. Types of Report available with OMS
For Reporting purpose:
Detail Report of Complaint – All Details can be seen in this report.
Complaint Detail Report 2 - Specific substation level details can be searched in this report.
Complaint Summary
Multilevel MIS Report- Summary can be viewed as per Discom, Zone, Circle, Division, subdivision level with specific complaint Type & sub type.
Hierarchy wise summary like Discom, Zone, Circle etc.
Transfarmer Breakdown Report
District wise TFBD Report
Detailed report with Feedback
Summary Feedback Report (Hierarchy wise)
Outage Reports (Breakdown/Shutdown)

21. Types of Report available with OMS
For Monitoring purpose:
Agent Task Details report
Agent Task Summary Report
Complaint Generation report (Agent wise)
Note: All reports can be fetched on periodic selection like date, month of specific period.

22. Information Mechanism for JE’s
Officer can give any supply interruption information via:
SMS
App
Call on 1912
1. SMS Facility:
SMS Format for RAPDRP Area (Urban Area)
<DISCOM Code> BD <Feeder Code><Hour in numeric><Time HHMM><Date DDMM>
Where to Send
Sample SMS for MVVNL in RAPDRP Area (Urban Area)
PVVNL BD de
 Description-This message denotes that particular feeder with the feeder code de1 has been effected due to break down and power supply will be interrupted for 2 hours starting from 15:00 hours (3 PM) on 01-April-2017

23. After getting the information about Any fault
Message will be sent to consumers:
Dear Customer, Power supply from <Feeder Name> feeder will be affected for 02 hrs for scheduled maintenance work on 01-April from 15:00 hrs. Inconvenience is regretted. UPPCL Helpline
Message will be received to JE:
Message sent to <number> consumers of <feeder code> feeder of <sub-station code> sub-station with transaction ID <ID>

24. After getting the information about Restoration of fault
Message will be sent to consumers:
Dear Customer, power supply from <feeder name> feeder has been restored at <time>. Inconvenience is regretted. UPPCL Helpline
Message will be received to JE:
Message sent to <number> consumers of <feeder code> feeder of <sub-station code> sub-station with transaction ID <ID>

25. Similarly Je’s can send messages for below services
A. About Information:
Service Type
Code
Breakdown BD
Shutdown SD
Power Restore RT
Message Revert RV
B. About Complaint Colsure:
SMS Format <DISCOM Code> Closed<Complaint No>
Sample SMS for MVVNL :
MVVNL Closed MV

26. 2. APP Mechanism

27. Registration Process:

29. If you wants to give information about breakdown, Then Click on “Breakdown Info” option
Then Select Sub-Station, Feeder, Date, Time of Break down as formats 24 hours (1300) Fill Hours, Hours will mention in numeric (02). After filled all the require data then click on Save option z
After press save button, Data Review option will be open as follows If you mention wrong detail so you can edit in this option and after it you can press save option.

30. Similarly You can use Other activities form like Shutdown, restoration etc.
After Submission the message, message will be sent to consumers as:
“Dear consumer , Power supply for <Feeder Name> feeder will be affected for 02 hrs for unscheduled maintenance work on 06-May form 15:00 hrs. Inconvenience is regretted. PVVNL Helpline.”
And you will get message on your mobile screen.

31. 3. Calling on 1912
Apart from that officer can call on 1912, CCC executive will take proper information like Substation, Type (Shutdown/Breakdown/Rostering), Date, Start Time, Hours etc. After taking information, Executive will enter the details and save the details. SMS procedure will be the same for consumers.

32. Thank You