To provide best services to customers

STRATEGIES, MEASURES, TARGETS, INITIATIVES

1. Offer innovative and user friendly services and support

Measure Targets Initiatives Ans.
Payment
System

Payment
of bills by direct debit from the bank account of

the customers to be implemented by mid 2008.

Counter-sharing with other utilities in at least
10 of the bigger Dzongkhags by 2010

Introduce
innovative collection & payment system and automate
debit system, & advance payment system.

Tie-up with Bhutan Telecom, etc.

 DCSD & FAD
Metering
& Billing Systems		 Spot
billing in at least 5 bigger Dzongkhags by 2010		 Introduce

innovative billing & metering systems –Keep
abreast with technological developments.

 DCSD
Customer
Services		 Centralized
Call Center for Complaints by 2007		 Introduce
computerize complaint logging and tracking system
with centralized Toll Free Number		 DCSD
& EDD

2. Ensure transparent procedures

Measure Targets Initiatives Ans.
Terms
and Condition of Supply of Electricity		 Implementation
by 2007		 Obtain
BEA approval & carry out Corporation wide &

public awareness campaign

 DCSD
Documentation Document
at least one process a month and complete documentation
by 2008		 List
out documentation needs of the department

Formulate standard documentation process & manual
for O&M of Transmission and Distribution Systems

 FAD/ All Departments
Online
Tender Documents & Notifications		 Implementation
by 2007		 Develop
systems for online tender availability		 EDD/ All Departments


3.Ensure fair tariffs relevant to the market

Measure Targets Initiatives Ans.
Tariff Tariff
proposals as per BEA guidelines by 2007

Detailed
tariff study and cost analysis

Load and Revenue forecast

Periodic updating of CPM including Investment Plans

 CS,
FAD, DCSD, EDD
Wheeling
Charges		 Proposal
for Wheeling Charges Revision by 2007

Detailed
Analysis of Transmission Assets for Wheeling through
CPM

Detailed plans for Transmission System Investments

 CS,
FAD, TD, EDD


4. Assess and improve Customer Satisfaction

Measure Targets Initiatives Ans.
Customer
Satisfaction 		Overall Customer Service Rating of at least 90%
by 2009

Get
independent customer survey in place. Customer Service

& also gap analysis in Customer Service.

Implement customer service trainings

Courtesy & care training

 DCSD
Attending
to Complaints		 To
adopt BEA’s recommendations by 2008		 Establish
Service Centers and train local communities in attending
to routine complaints		 DCSD