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BenefitsWith Accenture’s help, BSES Delhihas created a new, market-drivenorganizational structure and operatingmodel to help manage its business-toconsumertransformation and achievehigh performance in an increasinglycompetitive environment. The primarygoals of the project were to helpBSES Delhi reduce malpractices andstrengthen its financial footing byreducing operating costs.The new organizational model andprocesses have enabled the utilitycompany to witness a drop in thenumber of assessed bills from 15percent in September ‘05 to 7.1percent in October ’06. This dropwas observed in the absence of anaccurate meter. BSES Delhi also saw areduction in the number of amendedbills from 3.13 percent to 1.84 percentover the same period. This has resultedin a significant improvement incustomer satisfaction due to improvedin billing quality and customercomplaint resolution. The Enforcementdepartment conducted 257 successfulraids leading to the booking of 13,500kW of power theft based on leadsgenerated by analytics of downloadedmeter-reading data.All these efforts contributed to theoverall improvement of the financialhealth of the utility as indicated bythe following trend:AT&CLosses for:South& WestDelhiCentral &East DelhiApr’04-Mar’05Apr’05-Mar’0640.64% 35.53%50.12% 43.88%*Aggregate Technical & Commercial(AT&C)Note: Accenture has been involvedfrom Aug 2005 onwards.Accenture has demonstrated itscommitment to helping BSES Delhiachieve high performance sinceAugust 2005. Today, Accenturecontinues this tradition of supportand collaboration with a team ofprofessionals in change management,customer relationship managementand strategy development. Togetherwith BSES Delhi, Accenture istransforming the utility’s relationshipswith its customer base and its go-tomarketapproach. The result is acomprehensive and dynamic changeprogram that is enabling BSES Delhito seize new opportunities andmaintain its competitive edge.

Copyright © 2011 AccentureAll rights reserved.Accenture, its logo, andHigh Performance Deliveredare trademarks of Accenture.This document is produced byconsultants at Accenture as generalguidance. It is not intended toprovide specific advice on yourcircumstances. If you require adviceor further details on any mattersreferred to, please contact yourAccenture representative.About AccentureAccenture is a global managementconsulting, technology servicesand outsourcing company, withapproximately 211,000 people servingclients in more than 120 countries.Combining unparalleled experience,comprehensive capabilities acrossall industries and business functions,and extensive research on the world’smost successful companies, Accenturecollaborates with clients to help thembecome high-performance businessesand governments. The companygenerated net revenues of US$21.6billion for the fiscal year endedAug. 31, 2010. Its home page iswww.accenture.com.