Introduction IS Utilities - Indian DISCOM
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The document provides an overview of the basic settings and processes that will be implemented in CESU's SAP IS Utilities system. It discusses setting up the political, postal, organizational, company, and enterprise structures as well as cost centers, contract accounts, and the general ledger integration. It then describes the workflows for new service connections, load extensions/reductions, name transfers, and meter reading for both low tension and high tension consumers. The statuses that can be applied to meters are also outlined, and how billing will be calculated based on those statuses.
Introduction IS Utilities - Indian DISCOM
- 1. 75 IS UTILITIES PROCESS OVERVIEW FOR CESU DISCOMINDIAN- BASIC SETTINGS The basic settings will be made in the system keeping in mind the basic business requirements of CESU. Basic Settings consists of the following: Step No SAP IS Utilities Process 1 Political Regional Structure: The Political Region should be defined for getting customer details with respect to regions. The political Regional Structure divides the supply territory by political and civil administrative criteria. Each consumer will be assigned a Political Regional Structure Code. These codes are system generated and are a part of configuration. Each of the code will be identified by its name. This will help us to get detailed and consolidated reports with respect to political and civil administrative criteria. 2 Postal Structure: A proper postal structure should be maintained to identify the consumer very easily. The postal regional structure divides a service territory by the postal criteria. There should be standard address format for every consumer. SAP guarantees correct spelling and address structure. The following data will be maintained in SAP. It will be standard across all types of consumers. 3 Organisational Structure: The Organization structure will be defined in the system to take care of all statutory requirements and internal controlling of the organization. 4 Company Regional Structure: As the company is located in a vast area, different areas have different offices doing some specific work. This will be taken care of in Company Regional Structure. In the company regional structure, the units of the utility company as defined in the organizational structure (such as administrative areas and district offices) are linked to the postal regional structure. This facilitates role determination at a regional level, which provides optimum support for companies with decentralized structures. One can also manage statistics based on a regional division of the service territory. 5 Enterprise Structure: The purpose of this section is to explain enterprise structure to be followed in CESU as per the requirement of Financial Accounting Module of the system. This structure will help to maintain the accounts as per the statutory requirements.
- 2. 76 6 Company Code: A Company Code represents an independent legal accounting entity in Financial Accounting. The statutory requirements of Balance sheets and Profit & Loss statements can be created at the Company Code level. 7 Business Area: Business areas are primarily used to facilitate internal segment reporting across company codes, covering the company's main areas of operation (e.g. product lines, geographic location etc.). All balance sheet items, such as fixed assets, receivables, payables, and material stock, as well as the entire P&L statement are directly posted to business areas. 8 Controlling Area: Controlling (CO) contains all accounting functions necessary for effective controlling and provides information for management decision-making. A Controlling Area is an organizational unit within an organization that represents a closed system used for cost accounting purposes. It structures the internal accounting operations of an organisation within ‘Controlling’. In CESU there will be a single Controlling Area. 9 Cost Centre: The Cost Centre Accounting component tracks where costs occur at CESU. The cost centre is an organizational unit in a controlling area. Cost centres can be defined for each low-level organizational unit that has responsibility for managing costs. As costs are incurred, they are assigned or posted to the appropriate cost centre. These costs can include all types of cost like payroll costs, rent and utility costs, or any other costs assignable to a given cost centre. A cost centre represents the location of cost occurrence. It will be set up based on function, geographical location, area of responsibility, activities / service provided or allocation criteria. Cost centre is required for all reporting requirements which require costs to be displayed separately for a department / function. 10 Contract Accounts Receivable & Payable: Contract accounts receivable and payable (FI-CA) is a sub-ledger account. Here all the accounting data are stored for every consumer account. It covers various statutory requirements of external agencies and follows general accounting principles. When an FI-CA document is posted, general ledger account determination automatically occurs. The system determines all receivables, payables, revenue, and expense accounts based on account assignment details in the line items. 11 Integration with the General Ledger Because of the large volume of documents, posting in FI-CA does not entail immediate updating of transaction figures in the general ledger. The FI-CA documents are instead transferred in summary form to the general ledger of the Financial Accounting. This improves performance and limits the volume of documents in the general ledger. 12 Reconciliation Key FICA is a sub ledger; all the postings will take place in the consumer account. All the postings for transactions are made with respect to a Reconciliation key. A reconciliation key is the only unique key, which is used to refer sub ledger postings. After certain intervals of time all the data are consolidated and posted in the General Ledger of the company for a particular reconciliation key.
- 3. 77 SERVICE CONNECTION Process Flow for LT New connection/extension/reduction When a consumer comes to CESU, he is given a LT new service connection form or form for load extension /reduction. Filled up form and supporting documents are given to CESU. Concerned persons do the physical verification of the documents and the site. In case of conversion to HT, the previous consumer account needs to be closed and a new consumer account needs to be created. So this will be treated as another new service connection. In the proposed system the physical document will flow in the same way as per the utility’s existing standard approval process. One can track the process in the system and do the job of checking, verification and approval of the physical documents. The automated system will be linked to finance module so the demand note preparation and collection is done through the new system. Table below gives the one to one comparison of existing processes and proposed system. All approving authorities remain same in the proposed system. Sl As-Is Process To Be Process 1 NSC Application CIC executive will receive the application form and other documents and transfer the same to AE’s office. AE will initiate the NSC workflow Business partner and contract account will be created in the system based on the application form 2 Lineman Survey Survey conclusion is noted down in system 3 Verification & Check Reconnection case. Find whether the consumer exists in the system. If so find if there are any pending arrears in system. 4 Preparation of Single line diagram The status is maintained in system. 5 Prepare estimation sheet The brief details of estimation sheet can be maintained in the system. 6 Feasibility Check of Extension Work A brief of the extension work is maintained in the system. 7 Approval of extension work The approval is made in the system. 8 Demand Note Issue As per the details gathered, a SD request and a payment request is created. 9 Payment The consumer pays and the system gets updated. 10 Test Report Issue A brief of the test report is maintained in the system. 11 Agreement Signed In the system, it is mentioned that the physical agreement is signed. 12 Approval of agreement The approval is made in the system. 13 Extension work The extension work completion status is updated in the system. 14 Connection & meter installation Meter details are entered in the system. 15 Master data form preparation Master data details are put in a master data form, and sent to computer section for updating in the system. In case load extension/reduction detailed about the meter replaced is also updated in the system
- 4. 78 NAME TRANSFER Old Consumer pays arrears, moves out & New Consumer moves in The Name Transfer strategy is as follows: Move out operation is performed for the existing Consumer and the Security Deposit and other charges are settled with him. The old consumer account can be tracked. The Business Master data needs to be created assigning the new entrant a new Consumer Number. Request for Security Deposit and other charges from the new consumer is to be raised afterwards. The Technical Master data remains same. Move In operation is performed for the new Consumer for the existing Premise. Sl AS IS Process TO BE Process 1. The applicant is required to give the application for name transfer along with proof to CESU. To remain same. 2. There is no change in service number for new consumer. The same service number is assigned to the new consumer as the old consumer. When the new consumer moves in to the existing premise, he is assigned a new consumer number. 3. All the data related to old consumer will become the data of new consumer. The data is specific to the consumer for separate Service number and hence will be different. 4. SD and previous outstanding will come in new consumers account. SD and previous outstanding will remain in old consumer account. Old Consumer does not pay arrears & New Consumer moves in In this case, if the new consumer is ready to pay the arrears of the previous owner, then all the arrears can be cleared. Once the outstanding are cleared name transfer can take place. Change Request within / between the same category For shifting of meter, name transfer and making link account, the consumer has to submit application along with data as per the form. This is to be submitted along with form. Once authorised person approves and the change request is executed, system data will get updated as per the form along with the process.
- 5. 79 Process Flow for HT New connection/extension/reduction When a new HT consumer comes to CESU, he is given a HT new service connection form or form for load extension /reduction. Filled up form and supporting documents are given to CESU. The concerned person does the physical verification of the documents and the site. In case of Load Reduction or Enhancement (change in contract demand) can be made effective between billing / reading month. The system will take care of the changes as per requirement. In the proposed system the physical document will flow in the same way as per the board’s existing standard approval process. One can track the process in the system and do the job of checking, verification and approval of the physical documents. The automated system will be linked to finance module so the demand note preparation and collection is done through the new system. Table below gives the one to one comparison of existing processes and proposed system. All approving authorities remain same in the proposed system. Sl As-Is Process To Be Process 1 NSC Application CIC executive will receive the application form and other documents and transfer the same to AE’s office. AE will initiate the NSC workflow Business partner and contract account will be created in the system based on the application form 2 Survey Survey conclusion is noted down in system 3 Preparation of Technical Feasibility Report (TFR). A brief of the TFR is maintained in the system. 4 Prepare estimation sheet The brief details of estimation sheet can be maintained in the system. 5 Approval The approval is made in the system. 6 Notice for payment of SD & other charges. The SD is to be given in two instalments. The SD request is created in the system. An instalment plan for payment of SD is created. Other charges are posted in the system for payment. 7 Payment against the above request by consumer. The consumer pays and the system gets updated. 8 Estimation of extra Extension work (if any) The extension work completion status is updated in the system. 9 Notice for payment of extra Extension work. Charges are posted in the system for payment. 10 Payment against the above request by consumer. The consumer pays and the system get updated. 11 Agreement is signed In the system the status is maintained. 12 Issue work order The issue and completion of work is updated in the system. 13 Provisional Permission By Electrical Inspector The PP status is updated in the system. 14 Meter Installation Meter data are maintained in the system. In case load extension/reduction detailed about the meter replaced is also updated in the system
- 6. 80 Process Flow for Temporary Connection A temporary connection is treated at par with a normal service connection. It is taken for a shorter period. Sl No As-Is Process To Be Process 1 Application Check CIC executive will receive the application form and other documents and transfer the same to AE’s office. AE/JE will initiate the Temporary Connection workflow Business partner and contract account will be created in the system based on the application form by Computer section under AE Office 2 Lineman Survey Survey conclusion is noted down in system 3 Sanctioning of load. The approval is made in the system. 4 Preparation of Single line diagram The status is maintained in system. 5 Demand Note Issue As per the details gathered, a SD request and other payment request is created. 6 Payment The consumer pays and the system gets updated. 7 Test Report Issue A brief of the test report is maintained in the system. 8 Connection & meter installation Meter details and consumer details are entered in the system. If the consumer having temporary consumer applies for a permanent connection at the same premise, the consumer number allocated remains the same. The technical master data is updated as per the requirement.
- 7. 81 METERING Meter Reading Meter reading can be of many types depending on the requirement. They are as follows: Periodic Meter Reading: Depending on the parameters defined in the group (Meter Reading Start Date & End date), scheduling dates are generated. Depending upon the Scheduling of the group, the periodic meter reading of the concerned consumers will be activated in the system. A periodic meter reading can be taken as per the schedule in the system. Before a meter reading a scheduling run should be executed on the group after every cycle. Interim Meter Reading: Interim meter reading can be done on any date when the Consumer moves out. Control/Check meter Reading:Control meter reading can be taken on any date. The same can be used for meter reading for ad-hoc checking. Meter Reading Validation: A tolerance limit / an absolute value will be set in the system. If the consumption entered is beyond the specified limit, the meter reading becomes implausible. This limit will be a 50% percentage of average consumption,10% of power factor, 20% of MD on both sides,. These implausible meter readings can be released immediately or later. LT Meter Status Meter status is an important part of the whole LT billing cycle. Depending on this meter status tracking and future action can be initiated. Based on the meter status different modes of billing calculation are triggered. It can have the following status. 1. Average Bill 2. Door Lock 3. Meter Reading Absent 4. Defective Meter 5. Stop Meter 6. Burnt Meter 7. Meter Removed for testing or repair 8. Meter Absent 9. Tampered Meter 10. Line Disconnected 11. Un served Meter
- 8. 82 Meter Status of the consumers will be treated in the following manner: 1. Average Bill: When this status is maintained, the system will always raise a bill based on average units maintained in the consumer profile. 2. Door Lock: In this case the meter reader maintains the status of meter reading as “Door Locked”. Based on that status the concerned person updates the status of meter in the system and has to put the consumption, as zero meaning there was no consumption. The system will calculate the billing based on average unit for that consumer. As long as the meter status is not updated, the billing calculation will occur based on average consumption units. When the meter reading comes, the total consumption is divided by the number of months of Door lock. Based on that prorated consumption the demand is calculated and charged for that many months for which there was door lock. As per the board rule only one lock credit is given, but number of lock credits can be decided on case-to-case basis. 3. Meter Reading Absent: If the meter reader forgets to take the meter reading, “Meter Reading Absent” status is maintained in the system. Based on that status, zero consumption is put in the system meaning there was no consumption. The system will calculate the billing based on average unit (as discussed above) for that consumer. As long as the meter status is not updated, the billing calculation will occur based on average consumption units. When the meter reading comes, the total consumption is divided by the number of months for which meter reading is absent. Based on that prorated consumption the demand is calculated and charged for that many months for which there were no meter reading. 4. Defective Meter: When the meter reader observes that the meter is giving erroneous result, he mentions the status of the meter as “ Defective Meter” while entering the meter reading. Based on this status of the meter, the average unit is billed. In this scenario AE’s office should trigger one workflow for meter checking. 5. Stop Meter: When the meter reader observes that the meter has stopped, he mentions the status of the meter as “ Stop Meter” while entering the meter reading. Based on this status of the meter, the average unit is billed. In this scenario AE’s office should trigger one workflow for meter checking. 6. Burnt Meter: When the meter reader observes that the meter has burnt, he mentions the status of the meter as “ Burnt Meter” while entering the meter reading. The meter reading consumption is put zero meaning zero consumption. Based on this status of the meter, the average unit is billed. In this scenario AE’s office should trigger one workflow for meter checking. 7. Meter Removed for testing or repair: When the meter reader observes that the meter has been removed for testing or repair, he mentions the status of the meter as “Meter removed”
- 9. 83 while entering the meter reading. The meter reading consumption is put zero meaning zero consumption. Based on this status of the meter, the average unit is billed. 8. Meter Absent: When the meter reader observes that the meter is not available at installation site, he mentions the status of the meter as “ Meter absent” while entering the meter reading. The meter reading consumption is put zero meaning zero consumption. Based on this status of the meter, the average unit is billed. In this scenario AE’s office should trigger one workflow for meter checking. 9. Tampered Meter: When the meter reader observes that the meter has been tampered, he mentions the status of the meter as “ meter tampered” while entering the meter reading. In the case of meter bypass the same status will be maintained. The meter reading consumption is put zero meaning zero consumption. Based on this status of the meter, the average unit is billed. In this scenario AE’s office should trigger one workflow for meter checking. Based on this status the consumer can be penalised. 10. Line Disconnected: Here no energy bill is charged. If the meter is present at the premise, the meter rental charge will be levied. Status will be “ Line disconnected”. 11. Un Served Meter: If a consumer signs an agreement with the board to take the electricity but finally does not take the connection, the consumer is charged tariff minimum. The meter rental charge will not be levied. Note: Meter status wouldn’t be maintained in case of inactive consumer. The billing will be locked for that particular consumer by maintaining an invoice locking status in the system. In case of meter replacement, the system will have its own process to track the changes. So no meter status is maintained here. The number of months for which the above meter status exists will be maintained in the system.
- 10. 84 Assessed Unit For special cases where the consumption has to be modified based on special circumstances or complaints the authorised person (AE Office) will calculate the assessed units and enter the same into the system for billing to occur. HT Meter Status Depending on this meter status tracking and future action can be initiated. It can have the following status. • Unconnected • Temporary Disconnected (Due to non-payment /theft/tampered meter) • Permanent Disconnected • Defective Meter • Healthy Meter • Direct supply (Due to failure of metering) 1. Unconnected: If a consumer signs an agreement with the board to take the electricity but finally does not take the connection, the meter is not installed at the premise. The consumer is charged tariff minimum. The meter rental charge will not be levied. 2. Temporary Disconnected: This status is given when the consumer’s connection is removed due to non-payment of bill. Here no energy bill is charged. If the meter is present at the premise, the meter rental charge will be levied. 3. Permanent Disconnected: This status is given when the consumer’s connection is permanently removed due to non-payment of bill. Here no energy bill is charged. Meter rental charge will not be levied. 4. Defective Meter: When the meter reader observes that the meter is giving erroneous result, he mentions the status of the meter while entering the meter reading. Based on this status of the meter, the assessed unit can be put. Later on the process of meter replacement can be executed. 5. Healthy Meter: When the meter reader observes that the meter is OK, this status is maintained. 6. Direct Supply: When the connection is given direct supply, this meter status is maintained. Based on this status of the meter, the assessed unit can be put. Later on the process of meter installation can be executed.
- 11. 85 Note: Meter status wouldn’t be maintained in case of inactive consumer. The billing will be locked for that particular consumer by maintaining an invoice locking status in the system. In case of meter replacement, the system will have its own process to track the changes. So no meter status is maintained here. Assessed Unit For special cases where the consumption has to be modified based on special circumstances or complaints the authorized person (AE Office) will calculate the assessed units and enter the same into the system for billing to occur. LT METER REPLACEMENT / REMOVAL Meter Replacement After the concerned department gets the requisitioned meters from the stores, they will enter every meter details in the system. As per the requirement these meters can be issued. If a defective meter/stop meter/burnt meter/tempered meter is replaced the final meter reading of the old meter and the initial meter reading of the new meter reading needs to be given in the system. In case of replacement of defective meter, the meter status needs to be updated so that the assessed units for defective period need to be debited or credited to the consumption. Replacement because of consumer’s fault If the meter is replaced because of consumer’s fault, as per the board rules the consumer has to bear the cost of the meter and the RC/DC charge. A manual posting is made in the system for that consumer account. A “Demand Note” is generated from the system and handed over to consumer. The consumer pays the amount as per the system-generated demand note. The request is cleared by the payment. After the payment is made the meter is replaced. Meter removal Here the final meter reading of the removed meter is to be updated in the system. As the meter is removed, it can be used in other consumer’s premise.
- 12. 86 BILLING & INVOICING SAP billing process The billing procedure uses meter-reading consumption to determine the basis of valuation for the execution of schemas (billing logic). Schemas are structures that define the sequence in which variant programs (calculation/processing steps) are executed. All arithmetic operations required to map rates are run when a schema is executed. Different billing periods are included in the different billing procedures. All master data and billing data can be changed during a billing period. The system ensures that any billing-relevant changes that occur in a billing period are included in the billing calculation. If tariff changes, the total period is divided into partial periods and each partial period is allocated the relevant tariff for that time. At the same time, total consumption is also divided so that each partial amount can be calculated. Billing master data consists of rate determination, rate type, rate category, schemas, rate, operand and price. The rate determination links the rate type and rate category. The rate type is Normal, TOD, average etc. Each rate category represents the unified code i.e. applicable tariff. The Schema will contain a group of rates i.e. all billing logic is incorporated in single schema and the schema is linked to the rate category. Each rate does certain specific calculations like Calculation of energy charge, Calculation of energy duty, Calculation of cess, Calculation of rent etc. The operand stores the amount calculated from the rates A consumer will be finally allocated to a unified code (combination of existing rate code, tariff code and duty code). The rate category generates the result of billing logic stored in schema. Unified Coding for LT Consumer The concept of Unified code will reduce the use of large number of codes in the system. These codes, which used to govern the rate calculation in the old system are unified into a single code. This is prepared after merging RC Code, tariff code, duty code, cess code, due date code & load code. This will help us to reduce the complicacy. Following is the list of unified code. Unified Coding for HT Consumer In HT unified codes will be used to identify a particular consumer. The unified code is prepared after merging RC Code, tariff code, duty code, cess code, due date code & load code. This will help us to reduce the complicacy. Following is the list of unified codes. Meter Reading Units, Portioning And Scheduling Scheduling of meter reading and billing will be generated through the system. Creation of the schedule master record for Portions and Meter reading units are the pre-requisite for scheduling. The portions are same as Batches in CESU’s case. It is basically group of consumers to be billed together
- 13. 87 The MRUs are same as Groups in CESU’s case. Its purpose is to group together the utility installation according to regional criterion for meter reading. Coding Strategy of Portion Portion will be an 8 character unique field. It will be equivalent to batch of the existing system. The first 6 characters will be location code as defined in Financial Accounting in the system. The next 2 characters will be “B1” for batch 1; “B2” for batch 2 etc. Coding Strategy of Meter Reading Unit (MRU) MRU will be an 8 character unique field. It will be equivalent to group of the existing system. The first 6 characters will be location code as defined in Financial Accounting in the system. The next 2 characters will be the group number of the existing system. Service Billing Depending on the service provided by CESU, these charges could be posted in the system. These charges will reflect in the consumer account details. After the consumer pays, these will be cleared and booked in the sub ledger in respective G/Ls accounts. The basic types of charges to be booked are: Service Charges a FOC charge b Changing of Meter Board c Changing of meter at consumer request d Replacement of Cut-Out fuses e Replacement of consumer fuses f Replacement of Missing meter card g Replacement of broken glass meter h Re sealing Charge Other Charges a Penal Billing b Theft and Vigilance billing c Audit Billing d Meter fixing e testing charge f Meter Burnt cost g RC/DC Charge h Contest fees
- 14. 88 AVERAGE BILLING Average Units Calculation Average Units Calculation is an important feature in Door Lock & Meter Reading Absent cases. It is also required for periodic billing where meter reading is not every month. The average units will be calculated based on previous 6 Month’s consumption. Two types of cases arise for calculation of average units. For New Consumer: The average units will be fixed at the time of new service connection depending on the Purpose of connection, type of consumer, connected load etc. Only after 6 months as per the schedule the average will be recalculated and fixed for next 6 months by running a batch program. For Existing Consumer: A batch programme will update the average after every six months. It will always take the average of past 6 months. (In Cities it is Past 3 reading months, in rural area it is Past 2 reading months and in some other cases last 6 readings). This average will be fixed for the next six months. Detail is given in Scheduling, MRU/Portion write-up. The batch will run every year in January and July. The seasonal variations will be automatically taken care of. SD Readjustment As per the board rule for LT consumers, SD is always 1.5 times the energy bill calculated as average consumption. For HT consumers, SD is always 20% more of 1.5 times the energy bill calculated as average consumption. Additional Security Deposit If the average unit consumption increases after running of the batch program (for recalculating average unit consumption), Additional Security Deposit is to be raised for the consumer. A batch program will be run which will create a request for the extra SD in the system. Additional SD is to be paid in three instalments. Notice for additional SD is given in the first month and in next three months collection is done. Security Deposit Refund In case of fall in average units, the extra SD held can be released so that the amount is adjusted in the subsequent bills in 6 instalments. This SD Refund batch program will be run in January and July every year after running the average unit recalculation program. Temporary Connection Billing In the system the process of billing a temporary connection will be same as the process in normal HT or LT connection. The meter reading can be done as and when required. The bill can be made after the meter reading at any point of time. The final bill can be issued after the temporary connection is withdrawn. The final bill adjusts the deposited Security Deposit.
- 15. 89 Manual Adjustment Billing Manual billing can be done for any consumer. Manual bill is raised when a credit or debit has to be given to the consumer on energy charge, rent etc because of some kind of discrepancy in the previous bills. It is a kind of adjustment, which can be calculated from the specified assessed unit given as input. The output will be a calculated debit or credit amount. Depending on the units given the Energy Charge, FCA, ED, Rental charge etc. can be debited or credited in the manual bill. After manual billing is raised, in the next month’s invoice all the adjustments get reflected. In a typical case of meter tampering or theft in consumption, a manual bill can be raised in the system. If the tampering is proved, as per the board rule the user will pay 2.5 times the previous 6 months consumption and a system generated manual bill is raised. Credit / Debit Memo: Adjustments If the consumer complaints of improper meter reading for a long time, then adjustments are needed. If that is detected and proved, the consumer account is given a credit or debit on the energy charge, FCA or any other account heads like Energy Duty and Cess. This is adjusted in the subsequent bill. The adjustment is directly given on the amount. This adjustment can also be used when CESU is supposed to pay for the advertisement to the News Paper Company. As the newspaper company is also a consumer of CESU, they adjust the advertisement cost in the energy bill. Interest Calculation If required, interest can be provided to the consumer for the SD held by CESU. All the interest accrued can be posted in the sub-ledger by a mass run. The consumer gets the credit for this interest payment by CESU. Request for Payment through Demand note Any payment request can be generated in the system and handed over to consumer for payment. The payment requests can be of following reasons • NSC Payments • Replacement of Burnt meter • Reconnection /Disconnection Charge • Advance payment • Special charge the consumer is supposed to pay. A manual posting has to be made in the system for the consumer account. The system generates an accounting document for which a print can be taken in the system and handed over to consumer for payment of the same.
- 16. 90 Full Bill Reversal Full bill reversal is necessary when the bill issued to the consumer is wrong or the meter reading is improper and the consumer complaints about it immediately without paying the bill. Here the full bill and the posting are reversed and the meter reading is corrected. Another bill is generated against the changed meter reading. Bill Adjustment Reversal Bill adjustment reversal is necessary when the bill issued to the consumer is wrong or the meter reading is improper and is reported after paying the bill. Here the postings are not reversed. The bill is reversed and the meter reading is corrected. The bill is regenerated. The adjustment of the bill gets reflected only in the next month’s bill for that consumer. Tariff Revision If there is a tariff revision any time in the middle of the month, all the changes in the rate, price or rents should be made effective from the date of change of tariff in the system. The system will prorate the consumption based on the days falling in the previous tariff and changed tariff. Consumer has an option of wheeling the energy for its own subsidiary or to CESU .For wheeling the energy the consumer should be the regular consumer of CESU. As the consumer is allocated to a particular tariff and at the time of billing the adjustment units need to be specified.
- 17. 91 PROPOSED COLLECTION PROCEDURE The collection procedure starts after the bill is generated and distributed to the consumers to clear their dues within the time specified in the bill document (known as Due Date). The consumer is liable to pay the bill amount within a specified time (Due Date), which is mentioned in the billing document otherwise delay payment surcharge is charged as per the Tariff. The Board collects cash/DD/PO and cheque against the raised bills. The counter clerk accepts the cash as per the bill amount and surcharge (if applicable) and demand note payments. The counter clerk retains the cash stubs for future reference. Cash Collection The direct entry of the amount received and the consumer number can be made into the system if the cash counter is equipped with computer and access to the SAP system. The entry will be made in the following way for every consumer. Consumer Number Amount A cash collection statement print is taken out from the system and attached with the cash stubs and sent to concerned person for approval. Once the approval is made, the posting is done in the system. Once the posting is done the entire consumer accounts get updated with payment details in the sub ledger. At the end of the day, all the data of various consumers are then transferred from sub ledger to main ledger of CESU. Thus all the collections get updated in the General Ledger of CESU. The status of cash collection is visible in the system at RAOs for further action and reporting. Cash collection statements can be obtained directly in the system at any point of time. In case the collection window does not have access to SAP, the existing process of preparing a CAC and sending it to computer centre for punching into the system can be followed. Later the transfer of data from sub ledger to main ledger can be executed. Cheque Collection The direct entry of the cheque amount received and the consumer number can be made into the system if the cash counter is equipped with computer and access to the SAP system. The entry will be made in the following way for every consumer. Consumer Number Amount Cheque Number A cheque collection statement print is taken out from the system and attached with the cash stubs and sent to concerned person for approval. Once the approval is made, the posting is done in the system. Once the posting is done the entire consumer accounts get updated with payment details in the sub ledger. At the end of the day, all the data of various consumers are then transferred from sub ledger to main ledger of CESU. Thus all the collections get updated in the General Ledger of CESU. The status
- 18. 92 of cheque collection is visible in the system at RAOs for further action and reporting. Cheque collection statements can be obtained directly in the system at any point of time. In case the collection window does not have access to SAP, the existing process of preparing a CAC and sending it to computer centre for punching into the system can be followed. Later the transfer of data from sub ledger to main ledger can be executed. Dishonoured Cheques: After receiving this statement with the cheques, RAO deposits the same into the Board’s Bank A/c. If any cheques are dishonoured, RAO will send those cheques after updating in the system and a statement containing the details of the dishonoured cheques and corresponding lot number to the Division office. All the dishonoured cheques and corresponding consumer account numbers are entered in the system as a return. Thus those consumers’ payments are debited. A consolidated charge (charges like Surcharge, Reconnection/Disconnection Charge, Postal and other stationery charge) is posted in the consumer account automatically. The concerned person intimates it to the consumer and asks for payment. If the payment comes the above charges will get cleared automatically. If the consumer fails to pay, that amount will be added to the next month bill of the consumer. Note: When the payment comes through DD, Pay Order and money order a separate Collection statement is to be prepared in the system. It is treated at par with cash. Advance Payment: If any consumer wants to pay in advance, he has to apply for the same. As per the Board’s discretion, the Board issues a payment request in the system. The system-generated demand note is given to the consumer. The consumer pays it in the collection centre. Instalments Plan: CESU can allow certain instalment plans to the consumer to pay outstanding dues and retain the service connection. The delegation of power for approval of the instalment plan is based on amount of arrear. To avail the facility the consumer should be given definite time schedule indicating the amount of each instalment, the initial down payment and the date by which it is to be paid. As per CESU’s discretion, an instalment can be created based on the approved time frame and no of instalments. As this facility of allowing the instalment payment is given to only those consumers who pay their bills regularly, the system can give of information of the promptness of payment. A demand note is generated from the system and handed over to the consumer for payment. Deferral: CESU can defer the due date for a consumer or a group of consumers in a certain group or batch. This facility can be given to consumers who face a natural calamity or unforeseen circumstances in an area.
- 19. 93 HT Collection Here all the process flows are same and are executed at RAO. All the entries in the system are same as mentioned above. Late payment surcharge The date after which the late payment surcharge will be raised will depend on the posting date (the date on which the invoices are raised). Based on the date of invoice generation the surcharges will be raised by the system based on the present CESU rules: Type of Consumer Cheque Due Date Cash Due Date Disconnection Notice Date Private Consumer LT 12 days from posting date 15 days from posting date 14 days from the cash due date Government Consumer LT 18 days from posting date 21 days from posting date 14 days from the cash due date HT Consumer 18 days from posting date 21 days from posting date 14 days from the cash due date Note: All the days are working days as per CESU Calendar. To raise a surcharge amount of 5% on the last bill, a batch run is to be made in the system after cash due date. The batch programme has to be run for a particular group of consumer for a particular billing cycle in a Distribution Centre. The system will check all the consumer accounts where payment of the current bill is not done. A Late payment surcharge amount will be added in the consumer account only after the batch run. The system will show the charge in the consumer account display. After the consumer pays, the late payment charge will be cleared and the Surcharge Account will get credited. No accounting entry of Late Payment Surcharge will be made at the time of raising the invoice. In case of late payments of HT bills consumers are charged @ 2% per month for the first 30 days from date of issue of the bill and @ 2.5 % per month thereafter on the total amount outstanding. Waiver of Late payment surcharge Authorised person at any point of time can waive the surcharge raised for a consumer. An accounting document is passed with reversal entries. The reference of the surcharge and its reversal will be reflected in the system. Dunning Dunning is the process of sending notice to consumers if the consumer does not pay within the specified due date. The notice can be sent repeatedly after specific intervals of time. The notices sent to a consumer can be monitored in the system.
- 20. 94 For LT Consumers, the energy bill sent to he consumer contains a notice stating that the supply will be disconnected if the bill is not paid within the specified number of days. Separate dunning notice can also be raised. But in HT a notice is to be sent to the consumer after the expiry of the due date. A dunning run needs to be done in the system for a batch after 7 days from the due date. A notice is created in the system. A physical paper notice can be sent subsequently by CESU. But the monitoring of notices can be done in the system. Priority of adjustment A consumer account can have many payables which he / she needs to pay to CESU. But as per CESU, the Security deposits are always cleared first. The system will clear the Security deposit first and then the invoices based on the posting dates (i.e. the invoice raised earlier will be cleared by a payment first in a FIFO manner). If the security is to be adjusted, it needs to be released in the system. Thus the SD will be converted to a credit item. It can later be cleared by an invoice or miscellaneous charge. Dues Recovery The dues recovery process will be simplified by getting the real time information from the system. Arrears pending for an individual consumer, a group of consumers based on certain criteria can be obtained from the system. Write-off If a consumer does not pay the dues for a long period of time, authorised user can write off the receivables for a consumer account in the system. The write off can be done on specific invoices if necessary. After write off is executed the entire amount is posted to a write off account. The system maintains the invoice references and the write off documents for future reference. Complain Management Complaint management is an important aspect of customer care. A proper logging, tracking of problem can be carried in the system. The CIC agent only logs the problems in the system. The problem is treated as a notification. The concerned person tracks the notification. He takes action and puts the status in the system. Complaint Management Complaint management would be done centrally in the system by single window service through Customer Interaction Centre (CIC). The consumer complains to CIC by any of the following Telephonic/Personal Visit/Personal Visit with applications/Application through post. If the consumer comes directly to the concerned person in DC, he informs CIC and logs the complaint for the consumer. CIC creates a notification based on the nature of problem. 1. Bill related complains 2. Technical complains 3. Other Complaints
- 21. 95 CIC gets the consumer details by asking him/her the consumer account number. CIC creates a notification with the following entry. • Consumer account number • Contact telephone no • Communication Address (Should match with the system address) • Application if required • Problem details in brief /with elaboration if required • Type of Problem: Billing / Technical/Other • Sub category of problem based on type of problem. • Reported by (optional) and contact number during that time. A system generated complaint number is generated and given to consumer for future reference. Based on the type of problem and the subcategory, the notification will be tracked by different persons. In the notification the following status will be maintained: • Received • In Process • Done • Approved • Not Approved The concerned officer will choose the problems according to the responsibility and nature of notification. He will take the required action in the system and update the corresponding status of notification. In case of approval, the status “Approved” or “Not Approved” is selected. After the Job is accepted, the status “In Process” is to be selected. After the job is done the status “Done” is selected. The concerned officer can put some comments in the notification, which might be required for future reference. If the concerned officer feels that the consumer should meet him for further clarifications, then the same can be maintained as a note in the notification. When the consumer again calls CIC, the information can be passed on to him. At any point of time CIC can track the status for information. Any concerned person can track the changes for any particular notification. Authorised person can only change the status. The system will give all details like who has changed which data at what time etc. For the services that involve cost, a miscellaneous charge is to be manually posted on case-to-case basis as it involves manual judgement of the situation. It will be reflected as a receivable in the next month’s bill of the consumer. The following actions are to be taken in the system as per the type of problem. Bill related Billing Complaints consists of following types • Name and address in the bill is not correct • New connection first bill not received • Consumer didn’t receive the bill • Late receiving of the bill /not received leading to delay payment surcharge • Average bill amount not correct
- 22. 96 • Bill is paid late and arrear has come in the next bill • Meter reading problems (wrongly noted reading) Name and address in the bill is not correct: The consumer applies at the CIC with proper address proof. The concerned person gets the document physically and verifies it. He approves or rejects the request. After approval, the clerk updates the same in the system. New connection first bill not received: The concerned person checks the payment details and master data details in the system. If he finds any problem, he initiates the change. Consumer didn’t receive the bill: The concerned person sees in the system whether the bill is generated in the system or not. If it is not generated, the same is done. If the meter reading is not taken, the meter reader is sent to the premise to take the meter reading. After that the meter reading is put in the system and bill is generated and sent. Late receiving of the bill /not received leading to delay payment surcharge: The concerned person sees whether the bill is generated in the system. A duplicate bill is issued if required to the consumer but the consumer has to pay the delay payment surcharge in spite of not receiving the bill in time. Average bill amount not correct: The concerned person checks the consumption profile of the consumer from the system. He can initiate the change in average units if he feels that the consumption pattern has changed. Bill is paid late and arrear has come in the next bill: The concerned person checks the payment details of the consumer from the system and informs about the same to the consumer. If required, a bill not showing the arrear can be re issued. Meter reading problems Consumer or meter reader can detect this problem. In both the cases CIC representative will initiate the workflow. The causes can be due to tempering by consumer or meter malfunctioning (defective/Burnt). In case of defective/Burnt meter the procedure will be same as meter replacement/removal already explained if fault is not because of consumer. If fault is because of consumer the same is treated as tempered case.
- 23. 97 In case of tempered meter, consumer will have to pay penal charges as per the CESU guidelines. Remaining procedure will be same as meter replacement/removal. Technical Technical Complaints consists of following types • Cut out fuse blown • Pole fuse blown • Meter terminal seal damaged • Jumper problem • Cable problem • Meter Burnt • Defective meter • Meter tampered • Low Voltage • Frequent blowing of section fuse of transformer • Phase cut-off • Additional information • Prolonged Interruption As the call is logged by CIC, the concerned person gets the workflow related to the technical complaints of his area. The status of the notification is set to “In Process” meaning the job is in progress. After the job is completed, the feedback and the status are updated in the system. If the service is to be charged, the corresponding status will be set. The concerned person monitors the chargeable services and posts a miscellaneous charge in the system.