Haryana Electricity Regulatory Commission Issues Key Directives to Power Utilities
The Haryana Electricity Regulatory Commission (HERC), the state's electricity regulatory authority, has issued three significant directives to power utilities operating within Haryana. These mandates are aimed at substantially improving service delivery, enhancing accountability, and boosting institutional performance across the power sector.
Three-Pronged Strategy for Sectoral Improvement
The commission has ordered the implementation of a structured Consumer Satisfaction Index (CSI), the adoption of a Balanced Score Card (BSC) framework, and the procurement of ISO certification by all power utilities. This comprehensive approach is designed to foster a culture of continuous improvement and consumer-centric operations.
Directives Announced at State Advisory Committee Meeting
HERC Chairman Nand Lal Sharma announced these directives while presiding over the 33rd meeting of the State Advisory Committee (SAC) on Tuesday. During the session, Chairman Sharma also declared that the SAC will now convene three times annually, a change from its previous schedule. He issued a firm instruction that all decisions ratified during SAC meetings must be executed by the power utilities within strict, time-bound frameworks.
Consumer Satisfaction Index: A New Accountability Metric
A primary directive requires all power utilities to establish and implement a structured Consumer Satisfaction Index within a three-month deadline. This index will be subject to monthly monitoring and evaluation. The commission emphasized that CSI assessments must be conducted at every operational tier, beginning with Junior Engineers at the section level and extending upwards through sub-division, division, and the entire utility level. This layered assessment is intended to ensure direct accountability and a significantly improved consumer interface.
Balanced Score Card for Performance Management
To institutionalize target-driven performance and systemic enhancement, Chairman Sharma directed the implementation of a Balanced Score Card system within four months. The BSC will serve as a strategic performance management tool, enabling the setting of clear targets and the monitoring of outcomes across both financial and non-financial parameters. Performance indicators will be meticulously tracked at all levels, from field functionaries to top management. These indicators will encompass critical areas such as consumer satisfaction, operational efficiency, safety protocols, loss reduction, service quality, and capacity building, with mandatory monthly review sessions.
Strengthening Power Procurement and Addressing Sectoral Concerns
During the meeting, Chairman Sharma highlighted the urgent need to further strengthen the operational framework of the Haryana Power Purchase Centre (HPPC). This reinforcement is crucial to avert financial losses stemming from inefficient short-term and medium-term power procurement strategies. He advised the adoption of best practices observed in states like Uttar Pradesh and Himachal Pradesh to minimize any avoidable financial burden on consumers.
The meeting, attended by HERC members Mukesh Garg and Shiv Kumar, along with Dakshin Haryana Bijli Vitran Nigam (DHBVN) Managing Director Vikram Singh, also addressed other pressing issues. Heads of distribution companies provided updates on measures undertaken for revenue generation and the control of Aggregate Technical & Commercial (AT&C) losses. The commission expressed serious concern over the rising tide of litigation within the power sector, particularly disputes related to billing, and directed utilities to implement systemic corrective measures to address this trend.
Focus on Safety and Immediate Remedial Actions
In a move underscoring its commitment to public safety, HERC sought detailed reports on fatal electrical accidents. The commission issued directives for immediate remedial actions, which include addressing hazardous conditions such as sagging overhead lines and unsafe environments near transformers and exposed wiring. This focus on safety is integral to the broader mandate of improving institutional performance and public trust.
These directives from HERC represent a concerted effort to modernize Haryana's power sector infrastructure, enforce greater accountability, and ultimately deliver higher quality, more reliable electricity services to consumers across the state.
