Performance Management In Meter Reading & Billing 1
Overview 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 Specialized in Investment, Billing, Collection and Debt factoring 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%) 2 • Other Govt Institutions (~5%)
Our Clients 3
Our Subsidiaries & Associates AFAQ AL MUSANA TRADING LLC 4
Meter Reading ✓ ✓ Bill Printing & Delivery ✓ ✓ ✓ ✓ Collection ✓ ✓ ✓ ✓ Prepaid Recharge ✓ ✓ ✓ Disconnection /Reconnection ✓ ✓ ✓ Debt Factoring ✓ ✓ 5
….Continuously optimizing operations & Growing human capital OPERATIONS Facilitated bill Efficient meter Enhanced billing process reading collection 22% Growth in RO. 325 m 97.7% actual billing reading since 2012 Collection p.a. Vs actual reading for 98.21 % actual through a real time Electricity and collection system. meter read 98.6% for Water without adding workforce. ORGANIZATION Increased staff Improved Employee Continued high training budget Stability Omanization Total number of staff 87% Omanization Employee turn over trained: rate: vs. Requirement for Year 2013 – 393 the industry – 65% ~32% in 2013 to Year 2014 – 472 ~10% in 2015 and Year 2015 – 276 6 2.7% in 2016 (May)
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 7
Meter Reading Performance 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% 8
Billing Performance 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% 9
3 Ps approach The company used a 3 P approach to tackle the issue: People Process Place 10
Motivation People • 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 11
Established a Quality Control Process Center (QCC) for checking the reading and billing quality • Unique way of checking the quality of Reading and Billing • Introduce Maker and Checker concept to enhance the performance of 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 12
Enhanced Process Technology Upgraded Servers New Advanced PDAs 13
Place Enhanced web site with interactive customer data Registration Type No. Of Profiles Individual 23,549 14 2,065 Corporate
Upgrading Printing Process facilities 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. 15
Process New cashiering system • 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 16
Place • Started concept as a sub-brand of OIFC • the aim to have positive reinforcement of our services and presence wit our customers 17
Place Expanding Payment Machines and introducing card payment 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. 18
Payment Performance after introducing card payment 19
Coming Soon…. Thank You 20
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