BESCOM raises its ranking system
In 2008, the average time taken by Bangalore Electricity Supply Company (BESCOM) to attend to complaints from consumers was two hours. Today, in 2012, it has come down to just 36 minutes. This is testimony to the fact that BESCOM is seemingly becoming the best performing power distribution company in the country.
The upgraded service stations with technology and manpower have resulted in enhanced customer satisfaction. One of the most interesting things is the recently introduced ranking system by the BESCOM. The General Manager (CR), N Jayanthi explains, “We have divided the city into various divisions and four circles.
We have a performance rank card that is applicable for each division and each circle. By the month end, we put up the name of the division and the circle on our Facebook page which stood first in terms of areas where problems were solved within minimum time.”
In order to find out the division and circle that stood first, there is a chart which has categories divided into name of the concerned division, the total number of complaints per day, the number of complaints that were resolved, the time taken to solve the problems, number of complaints pending, credit points to each division, penalty, etc.
Moreover, the complaints have been divided into three categories. Category A consist of any grievance regarding ‘no power supply to the consumers’.
Category B includes complaints where ‘power supply is available but there are complaints regarding voltage fluctuations, frequent power cuts, tree branches touching the lines, pole bent or broken, billing and safety issue’.
And all other issues falls under category C.
Complaints pertaining to Category A should be attended in one hour, category B should be attended in three days and category C in 15 days.
There is an another interesting and progressive practice which employees at the help centre follow. Jayanthi explains, “Every morning the employees read newspapers and note down all the issues pertaining to power cuts and power problems.
We take note of the localities suffering from power cut issues and work towards them.”