BSES is a joint venture of Reliance Infrastructure Ltd. & Delhi Govt.

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What Delhi Consumer was experiencing in 2002

Real Customers Experiences1 4

1) Flickering of TVs & dim Tube lights(Poor quality supply resulting in flickering / dim lighting)

2) “Voltage stabilizer” was an essential requirement (Under/over voltages damaging appliances)2 5

3) Long Queues  for bill payment (a special day off for bill payment)

4) Dim / ill lit Streetlights h d t i l f t4)  Dim / ill‐lit Streetlights ‐ hazard to social safety

5)  Constantly running Gensets causing air pollution (A Common sight at all marketplaces )

3 6

6)  “Linesman” being  only touch point for customer(Virtually no customer care)

3

Pre‐privatization: Delhi Power Situation

Age Old Network Unprofessional CultureAge Old Network Unprofessional Culture

Poor Consumer ServiceOutdated Technology

High CorruptionEquipment Burn outs

High TheftInadequate Investment

Business Inheritance marred by Multiple MaladiesBusiness Inheritance marred by Multiple Maladies

4

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Profile: BSES DiscomsN d t d t FY 17

Particulars  UoM BRPL BYPL BSES

Nos. updated upto FY 17

BRP

Area   sq. km   750 200 950

Customer Base Million 2 38 1 59 3 97L

Customer Base 2.38 1.59 3.97

Customer Density  Cons/sq km   3,173 7,950 4,179

BY

Peak Demand   MW   2,669 1,493 4,162

Energy Billed * MU   11 189 6 115 17 304YPL

Energy Billed   11,189 6,115 17,304

Monthly consumption per customer

Kwh/  Month 392 320 363

Delhi constitutes 4% of India’s Demand

* Nos are provisional  subject to DERC approval

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Our Vision – Mission - Values

To attain GLOBAL BEST PRACTICES and become a WORLD-CLASS UTILITY

RELIABLE and QUALITYproducts and services

Strive for CUSTOMERSATISFACTION

To work with vigor, dedication and INNOVATION, with total

INTERNATIONAL STANDARDS of customer care

Strive for OPERATIONALEXCELLENCE

Build “ONE BSES”customer satisfaction as the ultimate goal

To consistently achieve high

SUPERIOR VALUE for all stakeholders

Build ONE BSES

VALUE INTEGRITY andZERO TOLERANCE FORBREACH OF ETHICS

growth with the highest levels of PRODUCTIVITY

To be a TECHNOLOGY

Be amongst MOST ADMIRED, TRUSTED and INTEGRATED utility

BREACH OF ETHICS

Proactively pursue SAFETY

Strive to be recognized as

Taking BSES into the next orbit

DRIVEN, efficient & financially sound organization.

Set new BENCHMARKS in corporate performance

Strive to be recognized asan EXEMPLARYCORPORATE CITIZEN

7Taking BSES into the next orbit …

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Complete Business Transformation

THEN (Prior Year 2002)

NOW(Year 2017)

>53% Losses ~12%AT&C Loss Levels

~70% > 99.7%Operational 

Reliability  (ASAI)

Generalist “Customer Centricity”Customer Service

Obsolete Legacy systems “Integrated Systems” Technology/ 

Process

Rs 1,200 Cr p.a NIL*Govt. Support

9

* Subsidy given to GoNCTD consumers excluded

Steep Loss reduction post‐ privatization

61 9%

70%Pre privatisation era Post privatisation era

47.8%

61.9%

50%

60%

Discom FY 02 FY 17* ReductionBYPL 63.1% 12.7% 50%

BRPL 51.5% 10.7% 41%

30%

40%

TPDDL BYPL BRPL

BRPL 51.5% 10.7% 41%

TPDDL 51.3% 8.80% 43%

12.7%

10 7%10%

20%20% Rise in lossespre‐privatisation

8.80%

10.7%

0%

10%

~42% reduction in losses post takeover against 20% rise in a decade up‐to privatization

* Provisional ; Subject to DERC approval 10

Multi‐Pronged approach taken for Loss Reduction

BSES FY 03 FY 17*

Commercial Loss 35% 3%

BSES FY 03 FY 17*

Technical Loss 22%  9%

(17 39 Lac)(17 ‐ 39 Lac)

11

* Provisional ; Subject to DERC approval

11

Technology Journey

12

BSES successfully serves 67% of Delhi Demand

5642 56535925 5846

6260Delhi touched 

44084720

5028

5642 56536361 MW (6th June 2017)

30933318

3490 3626 37364031 4034

B Delhi Power Demand is:BSES

Delhi Power Demand is:

65% more than Mumbai

3 times of KolkataS 3 times of Kolkata

4 Times of Chennai

> 102% growth in Peak Load served since privatization> 102% growth in Peak Load served since privatization

FY 3 FY 4 FY 5 FY 6 FY 7 FY 8 FY 9 FY 10 FY 11 FY 12 FY 13 FY 14 FY 15 FY 16 FY 17

13

Ever Improving Customer Services Journey…

DVB 2003 2004-05 2007-08 2009-10 2013-14

2002 2004 2006-07 2008-09 2010-11 2015-16

A Progressive and Sustainable Journey towards Improving Customer Serviceg y p g

C-SAT : Customer SatisfactionQMS : Queue Management SystemCHD : Customer Helpdesk

SLCC : Small Load Consumer CategoryMLCC : Medium Load Consumer CategoryKCC : Key Consumer Category

RTGS : Real Time Gross SettlementCAS : Consumer Application SystemIVRS : Interactive Voice Response System 14

Only Utility to offer all Payment Options…

Cash Counters √ Significant additions

2016

Govt.  Collection Centers

√ √ √ √ √

Retail – √ √ √ √ √ √ √ √(EasyBill, Suvidha, Oxigen)

√ √ √ √ √ √

Drop Boxes √ √ √ √ √ √ √ √

Online  √ √ √ √ √ √ √ √

Credit Card √ √ √ √Credit Card  √ √ √ √

Kiosks √ √ √ √ √

RTGS  √ √

PAYTM √

15

BSES actively supporting Renewable & DSM initiativesN d t d t FY 17

UJALA Scheme

BSES supporting the Central Govt’s

Nos. updated upto FY 17

BSES supporting the Central Govt s

Energy efficiency scheme (> 5 mn

LEDs sold))

Rooftop solarRooftop solar

Pioneer (first connection April 2015)

& is Leading player of roof top& is Leading player of roof top

systems in Delhi.

Hi h t b f N t M t iHighest number of Net Metering

connections (~350 nos. / 11+ MW)

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BSES “A Socially responsible Organisation”

• Adult Literacy Mission for Women

• Actively supporting Swatch Bharat Abhiyaan

• Organising medical camps (Eye‐care/ Cancer)

• Blood Donation Camps

• Self defense training for women 

• Energy Program’ for school childrenEnergy Program  for school children 

• Sports activities & Nukkad Nataks

• Promoting  “Earth Hour”

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Our Success Pillars…

BSES

First Successful PPP worth emulatingFirst Successful PPP worth emulating…

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Successful Privatization – “Savings to Delhi Government”

• Huge Savings to Delhi Government

• >Rs.77,500 crores till date

AT&C Loss reduction Rs  58,659 Crs

Rs.77,500 crores till date

• Rs.10,000 Cr annually hereafter which is ~20% of Delhi govt. budget

Capital Expenditure

Initial Loan payback

Rs 12,766 Crs

Rs  1,416 Crs

• Hence, more money available for

• Infrastructure (Roads, Flyovers,

p y

E Tax payment

,

Rs  4,686 Crs

Subways, Foot over bridges)

• Streetlights

• Social amenities (Schools & Hospitals)Total Benefits ~ Rs. 77,527 Crs.

Social amenities (Schools & Hospitals)

• Transport (Metro & Buses)Above figures are on estimated basis for all three private Discoms upto FY 17

AT&C Loss : Revenue brought out of loss reduction achieved over past 15 years

CAPEX A t l t i d b ll th 3 di

Huge savings to GoNCTD perpetually

CAPEX : Actual amount incurred by all the 3 discomsLoan Payback : The initial support provided to the discomsE Tax : payments on account of the electricity tax as

paid to the govtBSES Contribution : >Rs 48,228 crs.

Huge savings to GoNCTD perpetually

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BSES: A Quality Oriented Organization

• ISO – 9001 : 2008•Valid upto March 2017 

QMS(Quality Management System) 

• ISO – 14001 : 2004•Valid upto March 2017 

EMSEnvironment Management 

SystemSystem

• ISO‐ 18001:2007•Valid upto March 2017 

OHSASOccupational health and Safety 

Assessment SeriesAssessment Series

• ISO ‐ 27001:2013•Valid upto April 2018 

IT Security

• ISO ‐ 17025:2005•Valid upto Sept 2018 

Testing Laboratory

BSES is Integrated Management System (IMS) certified

y

g g y ( )

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Rewards & Recognitions

Stevie Award

International Awards

British Safety Council Award

National Awards

D L Shah - Quality Council of India

PHDCCI (PHD Chamber of Commerce)

National Awards

ICC (Indian Chambers of Commerce)

India Power Awards 2012, 2013, 2014

CFI (Quality Circle Forum of India)

IDC (Construction Industry Development Council )

PPAI (Indian Power Producer Association of India)

Institute of Engineers

Power Today

Green-tech Foundation

More than 70 awards across all major categories

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More than 70 awards.. across all major categories.

Unmatched Operational Efficiency(NIELSEN Customer satisfaction survey 2016

eQeQTMTM INDEXINDEX 7780 80

BRPL BYPL Tata Power

77 7878eQeQ INDEXINDEX

COMMITMENT COMMITMENT SHARESHARE

7780 8077 7878

7676SHARESHARE

VULNERABLEVULNERABLE

73 8181 73 7676

VULNERABLE VULNERABLE SHARESHARE 55 55 6 75

Base 10311072 374(+/-3%) (+/-3%) (+/-5%)(Margin of error)

Consumers’ acknowledge that there has been an improvement in electricity servicest i ti ti

Consumers’ acknowledge that there has been an improvement in electricity servicest i ti tipost privatization

Billing & payment are no longer pain area.Less power cuts/ fluctuations, hassle free billing/ payment, street lights, etc. havebecome hygiene factors now & are no longer a appreciative factor

post privatizationBilling & payment are no longer pain area.Less power cuts/ fluctuations, hassle free billing/ payment, street lights, etc. havebecome hygiene factors now & are no longer a appreciative factor

* Figures in side boxes show last year figs

yg g ppyg g pp

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“POWER SUPPLY”  No more an issue for Delhites

2015 (ET: 3rdFeb’2015) conducted by Taylor Nelson Sofres

Source : Pg11 of SBI Report , Oct’12

Rampant “Power Outages” no longer an area of concern for consumer of Delhi since many years now..

25

for consumer of Delhi since many years now..

25

Hon’ble SC judgment favoring Delhi discoms (Nov’2012)

Judgment by Hon’ble SC

Hon’ble SC dismissed 13 years old PIL

(Public Interest Litigation).( g )

The order said that “ We are satisfied that the

power situation in the city has improved

tremendously .”

-Supreme Court of India (Dtd. 23rd Nov’ 2012)

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Stakeholder Perspective 

CUSTOMER EMPLOYEE DELHI GOVERNMENT BSES

Reliable Supply

Lesser tariff

Employment 

Continuity

Reduced liability

“De‐facto” Savings

Extreme Financial Stress 

Negative Net worthLesser tariff

Value added 

services

Continuity

Rights  protection

Growth

De facto  Savings 

(~77,500 Crs).

More money available 

Negative Net worth

No incentive for higher 

performance

opportunities

Exposure to new 

h l i

for other infrastructure 

projects.

Deprived of  Central 

Debt restructuring 

htechnologies schemes

All reaped the benefit of privatization except the DiscomsAll reaped the benefit of privatization, except the Discoms27

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Despite “Spectacular Turnaround” in absenceDespite  Spectacular Turnaround , in absence of “Adequate Tariff”

Discoms are facing Financial Crisis

29

Thank You BSES is proud to serve the National Capital & look

forward to a collaborative spirit to achieve the common

objective in the interest of consumers of Delhi…

30