PSPCL all set to extend service of online call center to 47 towns

Chandigarh, September 9, 2012: In a significant step aimed at delivering customer friendly services to the consumers, the Punjab State Power Corporation Limited (PSPCL) is all set to extend its ambit of services in 47 towns on the pattern of Centralised Electricity Call Centre (ECC) at Ludhiana besides  Customer Care Centres (CCC) set up in six districts of the state.

Disclosing this here today a spokesperson of the Chief Minister’s Office said that Punjab Chief Minister Parkash Singh Badal in pursuit of implementation of Governance reforms in right earnest, had directed the PSPCL authorities to ensure the establishment of these centres across the state to facilitate the people for prompt redressal of their grievances and disposal of complaints.  

Badal had clearly directed the PSPCL that the state government was firmly committed for providing quality services to the people and ‘zero tolerance’ would be adopted if any laxity on the part of officials was found.

Accordingly the PSPCL has decided to strengthen and expand the scope of Call Centers and customer care services, under the project of IT implementation, in all 47 towns of the state having population more than 30,000. The PSPCL authorities have installed integrated software for the complete computerization of the business process of PSPCL, which has been already customized and was currently under test run at Patiala and Mohali.

In order to set up these centers at the earliest the PSPCL has already completed the buildings and other infrastructure required for these centres at all 47 towns and it would be made operational within six months.

This consumer centric approach of the PSPCL would act as direct interface/ single window with the customers for registration of all their service requests/ complaints related to new connections, load extension, meter change, name change and others. These customer care centres equipped with software based working would monitors the requests right from registration to its disposal.  

Unique registration number in shape of printed slip would be provided to every consumer and subsequently every service required by them would be provided in a stipulated time as per timeframe fixed by the PSPCL.  

The unique feature of the system would enable the consumers to get all kind of services by registering their requests through IVRS, Website, voice calls and walk in.

It may be recalled that in a major initiative to provide consumer friendly services to the people, the PSPCL had constituted a Centralised Electricity Call Centre (ECC) at Ludhiana and Customer Care Centres (CCC) for 6 major cities including Ludhiana, Jalandhar, Amritsar, Mohali, Patiala and Bathinda, about four years ago, on the directions of Chief Minister.

Realising the successful functioning of the ECC and the CCC coupled with huge response from the people had encouraged the PSPCL to replicate the existing system in 47 towns.  The Electricity Call Centre, which has 24 X 7 hours working, caters to the ‘No Supply’ complaints by using the latest technology (including ACD, voice loggers, VPN connectivity etc) for answering the phone-in voice calls from the customers and registering their complaints in the software.

This ECC is supported by a distributed network of Computerized Nodal Complaint Centers (NCC) set up at Division level. The registered complaints are segregated and transferred to these computerized Nodal Complaint Centres from where they are assigned to the field staff for resolution and final closure.

On their part the staff has to give the feed back to the call centers to inform them about the status of the complaint and if the complaint is not redressed within the prescribed time limit set up by the PSPCL, the complaint is forwarded to all the officers of the district for prompt action on it.