AUTOMATED APPLICATION PROCESSING SYSTEM

FOR FASTER PROCESSING WITH METER TRACKING

INTRODUCTION : Any Electrical Utility distributing power has to, as a part of its day-to-day activity; process applications from would be Consumers wanting new electric connections to their premises. By and large all Utilities follow the same procedures for processing such applications, whether it be totally manually, or part manual part automated or fully automated. How quickly a supply is effected after receipt of the application and how quickly it comes into the billing cycle are some of the criteria for judging the performance of a Utility.

MAJOR PROBLEMS OF MANUAL SYSTEM :

1.	Slow process, the application is at the mercy of the personnel dealing with it.
2.	Duplicity of applications from the same person cannot be avoided and is dependant on
	certain individuals handling the applications.
3.	Response to Applicant’s queries inaccurate – the present status may not be readily
	available with the person manning the enquiry counter, leading to dissatisfaction of the
	intending Consumer.
4.	It is usually a serial process, i.e. the application can proceed to the next stage only if
	the previous stage has been completed. This is especially true where paper moves to and
	from other Departments.
5.	If papers are misplaced or lost (intentionally or unintentionally) there is no other way
	but requesting the Applicant to apply afresh and start the whole procedure again.

ADVANTAGES OF A FULLY AUTOMATED SYSTEM : If, however, the whole procedure can be automated, i.e. computerized, then there are several distinct advantages that can be accrued from such a System, mainly:

1.	Integrity of the Official Records are ensured, since from receipt of the application and
	its subsequent processing everything is updated on the computer.
2.	Duplicity of information is avoided. The System will be able to identify probable
	duplicate applications if a proper logic is built into the System.
3.	Response to Applicant’s queries would be fast, accurate and up-to-date since
	information would be updated through data entry screens as and when it happens.
4.	Delay at any stage would be immediately marked off and exception lists generated to
	ensure that delays are kept to the minimum.
5.	Any applications misplaced/lost would not require the Applicant to apply afresh since it
	would be possible to regenerate the same from the Computer since the System has
	retained all the vital information in the hard disk.
6.	Process, if the System is so designed, need not be a serial one and can branch out into
	parallel processing without affecting checks and balances that are statutorily required
	since the System would track and bring out exception lists.
7.	Offshoots of the System are a comprehensive computerized Meter Audit System and a
	Complaint Redress System .
8.	Most importantly, the system enables to check comprehensively all outstanding dues
	against the supply for better realisation of revenue which were unavailable in the manual
	system.
9.	Moreover, the system ensures automatic checking for all the connected meters and
	smooth flow of such meter tracking information to Billing System which extends business
	advantage to the utility.

The above factors ultimately ensure quality service to the consumers.

OUR OWN EXPERIENCE IN DEVELOPMENT OF AN APPLICATION PROCESSING SYSTEM : CESC receives on an average 100,000 applications annually and to handle these applications it was becoming increasingly clear that the computerization of the Application Processing System was the requirement of the day to satisfy the Consumers expectation, which the conventional manual or even semi-automated modes could not provide. The Company went ahead with a pilot project in May 1995 when a small District was earmarked for the purpose and a System was designed and customized in-house and implemented with success. The basic design criteria was that the Company would endeavour to install the meter within one month receipt of application and ensure that it flows into the billing cycle within another month.

After over three months of successful operation other Districts were slowly brought into the purview in a phased manner to the new System and today all Applications are being handled through the automated System.

CONCLUDING REMARKS :  CESC is one of the first Utility Companies in India to have designed such a System internally and implemented the same with success for better Consumer Service. We have gone through all the pains of planning, customisation including implementation and this experience is now being offered to other Utilities who are contemplating implementing such a System.

COMPUTERISED PROCESSING OF APPLICATIONS

OUR EXPERIENCE