The Haryana Electricity Regulatory Commission (HERC) has issued a set of directives to state power utilities aimed at improving service delivery, accountability, and overall institutional performance in the power sector.
The Commission has laid down three key directives for power utilities. These include implementing a Consumer Satisfaction Index (CSI), adopting a Balanced Scorecard (BSC) framework, and obtaining ISO certification across all power utilities.
HERC Chairman Nand Lal Sharma, while heading the 33rd meeting of the State Advisory Committee (SAC), ordered that all decisions taken during SAC meetings must be implemented by the power utilities within specified timelines.
The objectives of the SAC include advising the Commission on service quality, continuity, and coverage; compliance with licence conditions; protection of consumer interests; and overall standards of electricity supply and performance by power utilities.
As per an official statement issued on Friday, the Commission directed all power utilities to implement a structured Consumer Satisfaction Index within three months, with progress monitored on a monthly basis.
It was stressed during the meeting that CSI assessments should be carried out at all levels, starting from Junior Engineers at section level to sub-divisions, divisions, and utility headquarters, to ensure accountability and better consumer interaction.
To promote target-based performance and systemic improvement, the Chairman directed that a Balanced Scorecard system be implemented within four months.
The Balanced Scorecard will serve as a strategic performance management tool to define targets and track results across financial and non-financial parameters. Performance indicators will be reviewed monthly at all levels, from field staff to senior management, covering consumer satisfaction, operational efficiency, safety, loss reduction, service quality, and capacity building.
On process standardisation, the Commission noted that at present, Haryana Power Generation Corporation Limited (HPGCL) is the only ISO-certified power utility in the state.
Haryana Vidyut Prasaran Nigam Limited (HVPNL), Uttar Haryana Bijli Vitran Nigam Limited (UHBVNL), and Dakshin Haryana Bijli Vitran Nigam (DHBVN) were told to obtain ISO certification to promote transparency, uniform procedures, and the adoption of best practices.
Highlighting the need for cost optimisation, Sharma emphasised strengthening the functioning of the Haryana Power Purchase Centre (HPPC), a joint platform of UHBVNL and DHBVN, to prevent financial losses caused by inefficient short- and medium-term power procurement.
He advised the utilities to adopt best practices followed by states such as Uttar Pradesh and Himachal Pradesh to reduce avoidable costs and limit the burden on consumers.
During the meeting, DHBVN Managing Director Vikram Singh informed the Commission that steps are being taken to further reduce Aggregate Technical and Commercial (AT&C) losses.
It was also noted that UHBVNL and DHBVNL have projected an Annual Revenue Requirement (ARR) of Rs 51,156.71 crore for the upcoming financial year.
The Commission expressed concern over the rising number of litigations in the power sector, especially billing-related disputes, and directed utilities to introduce systemic corrective measures.
It also sought details of fatal electrical accidents and instructed utilities to take immediate remedial action, including rectifying sagging overhead lines and unsafe conditions near transformers and exposed wiring.
Also Read: CM Saini interacts with athletes, content creators
Follow us
