Performance Management In Meter Reading & Billing 1 Overview - - PowerPoint PPT Presentation

Performance Management In Meter Reading & Billing

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OMAN IN VESTMEN T & FIN AN CE Co . SAOG

Established in 1979

745 Employees RO 13.8m (Core business

revenue)

RO 4.5m (Investment revenue) Listed on MSM

RO 42.2m capitalization Strong shareholders

• Dhofar Int. Development and Investment Holding Co. (45%)
• Royal Oman Police Pension Fund (4.8%)
• Investment Stabilisation Fund (1.5%)
• Other Govt Institutions (~5%)

Specialized in Investment, Billing, Collection and Debt factoring

Overview

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Our Clients

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Our Subsidiaries & Associates

AFAQ AL MUSANA TRADING LLC

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Meter Reading Bill Printing & Delivery Collection Debt Factoring

✓ ✓ ✓ ✓

Disconnection /Reconnection Prepaid Recharge

✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓

ORGANIZATION

….Continuously optimizing operations & Growing human capital

OPERATIONS

Enhanced billing process Facilitated bill collection

22% Growth in

reading since 2012

98.21 % actual

meter read without adding workforce.

97.7% actual billing

Vs actual reading for Electricity and

98.6% for Water

• RO. 325m

Collection p.a. through a real time collection system.

Increased staff training budget Improved Employee Stability Continued high Omanization

Total number of staff trained: Year 2013 – 393 Year 2014 – 472 Year 2015 – 276

Employee turn over rate:

~32% in 2013 to

~10% in 2015 and

2.7% in 2016 (May)

87% Omanization

• vs. Requirement for

the industry – 65%

Efficient meter reading

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Case Study:

Improving Meter Reading and Billing Performance

The Issue We Were Facing:

• In 2012 the company suffered from

mass resignations this lead to:

• Not all the meters are read
• Errors found in manual reading taking
• Mismatch in meter reading and

identification number.

• Wrong billings (amounts).

Consequences :

• Customer complaints
• Leaked revenue
• Penalties

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Meter Reading Performance REGION Apr 2012 Billing % Apr 2016 Billing % AlHail 66.90% 98.00% Amrat 80.60% 98.40% Bawsher 63.60% 98.90% Quriyat 66.50% 92.90% Ruwi 77.10% 99.00% 70.09% 98.21%

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Meter Reading Performance

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After Introducing the QCC Actual Billing Performance increased Exceptions handled at the QCC to avoid the Billing issues Service Code Tot Readable Act Read Act_Billed Act_Billed% Water 214,092 211,015 208,041 98.60% Electricity 296,425 281,696 275,341 97.70%

Billing Performance

3 Ps approach

People Process Place

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The company used a 3 P approach to tackle the issue:

• Staff Salary Review & Adjustments.
• Introduced Activity & Performance Incentives for

field staff: meter readers are compensated for the additional

meters they read above the monthly target

People Motivation

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• Unique way of checking the quality of

Reading and Billing

• Introduce Maker and Checker

concept to enhance the performance

• f the Billing and reading
• The Centralized mechanism for all

the Meter reading and billing issues in a systematic way.

• Quality checks are introduced and

embedded in the system

Process

Established a Quality Control Center (QCC) for checking the reading and billing quality

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Upgraded Servers New Advanced PDAs

Process

Enhanced Technology

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Place

Enhanced web site with interactive customer data

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Registration Type

• No. Of Profiles

Individual 23,549 Corporate 2,065

• 2 printers with Total Printing capacity 628 pages per min.
• Both the production printers are purchased in June 2015.
• 500k bills for E&W can be printed and ready for delivery in less

than two days.

• 600 x 600 dpi + resolution.
• Variable paper sizes up to A3.
• High Volume Paper Handling.
• Automated Mailing machine that is operated at a speed of

3,500 envelopes per hour.

Process

Upgrading Printing facilities

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• We upgraded the previous cashiering

system to enable customers to have one stop for all type of payments (Cheque, Case, and Card) and made cashiering customer friendly

• Eliminated the need for the customer to

use different tellers for different payment types

Process

New cashiering system

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• Started concept as a sub-brand of OIFC
• the aim to have positive reinforcement of our

services and presence wit our customers

Place

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• Real Time Customer Balance Enquiry.
• Real Time Collection updates.
• Introduced Collection by Credit/Debit

Cards in addition to Cash.

• Mini Statement for Electricity and

Water accounts.

• Introduced E-recharge for mobile pre

paid customers.

Place

Expanding Payment Machines and introducing card payment

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Payment Performance after introducing card payment

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