Determination of Customer Satisfaction Index Tender, India - 72108881

Procurement Summary

State: -

Summary: Determination of Customer Satisfaction Index

Deadline: 10 Oct 2022

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Notice Type: Tender

TOT Ref.No.: 72108881

Document Ref. No.: 1282797

Financier: World Bank (WB)

Purchaser Ownership: Public

Document Fees: Refer Document

Tender Value: Refer Document

EMD: Refer Document

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Tender Details

Expression of Interest are invited for Determination of Customer Satisfaction Index for Himachal Pradesh State Electricity Board Limited (HPSEBL). Publication Date: 21-Sep-2022 Expression of Interest Deadline: 10-Oct-2022 Assignment Description: The Ministry of Power (MoP), Government of India (GoI) aims to deliver 24x7 power for all by creating an efficient, resilient, and financially sustainable power sector. In line with the expectations set forth by MoP, the Government of Himachal Pradesh (GoHP) also formulated its 24x7 power for all roadmap in 2016. Given that HP is one of the pioneering states in achieving 100 percent electrification, the GoHP roadmap aims to further improve the reliability and quality of power supply. The Himachal Pradesh State Electricity Board Ltd. (HPSEBL) has undertaken various activities under the Restructured Accelerated Power Development and Reforms Program (R-APDRP) Scheme of the GoI to improve sub-transmission and distribution systems. There is a need to further automate the systems to allow better understanding of consumers demand profiles especially as consumers are becoming prosumers (by producing their own power through solar rooftop installations). Smart Grid has been identified as a key tool to achieve transformation towards a more digital and consumer-centric grid, by the policy makers and utilities. MoP established the National Smart Grid Mission (NSGM) to create a framework for initiating Smart Grid projects, and HPSEBL is leveraging such initiatives to further improve its service delivery. HPSEBL has already executed a smart grid pilot project in the industrial town of Kala Amb by implementing Advanced Metering Infrastructure (AMI) for 1335 consumers, distribution automation, and substation automation, thereby addressing the functionalities e.g., peak load management, power quality monitoring, and outage management and customer satisfaction. With World Bank support, HPSEBL now plans to put in place smart grid technologies in thirteen (13) towns in Himachal Pradesh, namely Baddi, Bilaspur, Hamirpur, Kullu, Mandi, Manali, Nahan, Nalagarh, Paonta Sahib, Parwanoo, Solan, Sundernagar and Una. A Detailed Project Report (DPR) has been prepared, for adopting smart grid technologies and distribution infrastructure upgradation measures that will improve the performance of the distribution system in the thirteen towns and will ensure 24×7 reliable and quality power supply to 2.88 lakh consumers therein. It is aimed to reduce number of occurrences of power outage and reduce time taken for restoration. This is expected to enhance Customer Satisfaction Index (CSI) and Net Promoter Score (NPS) in these towns considerably and can empirically measure the project outcome. As a prerequisite, determination of Baseline CSI and NPS before actual intervention is essential. It is now proposed to undertake a detailed consumer survey by a third-party having deep understanding and rich experience in market research in the service sector for CSI and NPS determination. The same will be repeated after total project implementation to arrive at the increase in CSI and NPS. With this objective, the World Bank intends to hire a Market Research Consultant (firm) to assess the existing CSI and NPI HPSEBL consumers in the 13 towns. The proposed assignment is expected to identify any gaps in the derived CSI and NPS based on customer responses and the perceived CSI and NPS as perceived by various sections of HPSEBL staff. Scope of Work The assignment is expected to undertake below tasks in the selected 13 towns as mentioned above: 1. Conducting survey of the power distribution consumers on a sample basis in an agreed format and targeted indicators (such as, consumer awareness, quality of service, connection related aspects, complaint redressal mechanism, metering, billing, collection/payment, etc.). 2. Analyzing the data collected and presenting it in a report format that can be used for managements review and consideration 3. Formulate baseline values for the selected indices along with the agreed methodology. 4. The data need to be collected and analyzed for all the consumer segments (such as, agricultural, industrial, commercial, residential, etc. as applicable) Qualifications of the consultant Key qualifications of the firm/consortium should include: 1. Demonstrated experience of developing questionnaire, sampling plan, field force management, conducting surveys by administering the questionnaire, and analysis of responses received. Desirable to have experience in power distribution segment. 2. Demonstrated technical knowledge and experience of undertaking market research activities to understand customer behavior, expectations, strategies for customer retention. Desirable to have experience in electricity consumers. 3. Demonstrated capability of mapping and conducting statistical analysis of consumers, innovation, and strategies.

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