STUDY OF TATA POWER-DDL COMMITMENET TOWARDS CUSTOMER SATISFACTION DURING COVID-19

Abstract

The objective of this project is to study the customer satisfaction in context of power quality and customer service in current Situation of lockdown. TPDDL has been in operation since 2002 in the North and northwest area of Delhi. The company have overcome many obstacles to provide quality power to its consumers. The company has taken many initiative for this:  The application of SCADA to all grid sub-stations and Smart Grid with Automated response system,  Smart Metering and Roof Top Solar and Demand Side Management  Application of GIS to distribution network for the requirement to make the system equipped for the Distribution Management System (DMS) and Distribution Automation (DA) and Outage Management System (OMS) and Field Force Automation.  Customer Management system with Three Tier Grievance Redressal structure for Registration of complaint/ Request and its Timely resolution and feedback. And more recent ones like  On line applications for New connections, Bill payments, Demand Note Payments,  Mobile application for Customer information regarding Complaints, Requests, Billing  Ease of Doing Business  TPPDL’s CSR initiatives Potable Drinking water UNDP Disha Project. Mobile dispensaries Abha Programme, Women learning centers All of the above steps helped to increase the customer satisfaction but during current situation in outbreak of pandemic of COVID-19, there was big challenge for customer satisfaction. During the COVID 19 Pandemic, TPDDL a leading power utility supplying electricity to a populace of 7 million in North Delhi has committed to provide uninterrupted power supply to essential emergency establishments/ sectors / Facilitate social distancing and effective practicing of work from home for lakhs of its world class customers amidst these testing times and taking all necessary precautions to combat the spread of the virus for ensuring safety of its customers. This project report studies the customer satisfaction level as of now by carrying out a survey of its consumers of different category by a set of questionnaire/ calling feedback and based on these feedback and considering the situation of lockdown, various online services have been recommended to give ease to customers to make the most of digital platforms for online services and stay indoors while practicing social distancing norms and maintain the customers satisfaction and explore the ways to increase it. The Project reports also discusses the various CSR initiatives taken by Tata Power-DDL during this epidemic which derives its spirit from the Tata Group where caring for the community is a preeminent virtues. In the wake of the Covid-19 outbreak, Tata Power-DDL came forward with a various initiatives to support India’s war against the epidemic. The company sponsored and distributed 2 lakh meals for the underprivileged during the nationwide lockdown, provided meals to the medical staff and patients at major Government hospitals in Delhi, deployed two mobile dispensaries to distribute masks and other essential items to the Delhi Police and community members in the JJ Clusters.