TP Central Odisha Distribution Limited (TPCODL) has been recognised for its exceptional contributions to digital transformation through two innovative projects—Digitalisation of Procurement Process and Digitally Karan. These initiatives have significantly modernised operations, improved customer satisfaction and boosted overall efficiency. Both projects have been implemented under challenging circumstances, especially during the pandemic, making their success even more remarkable. Let’s explore the impact of each initiative.

Digitalisation of Procurement Process

TPCODL faced numerous challenges when it took over from the erstwhile Central Electricity Supply Unit (CESU) in 2020, especially concerning its manual, paper-intensive procurement system. The need for a comprehensive transformation became evident due to inefficiencies in bid sorting, storage, document handling and confidentiality, compounded by significant human intervention.

The digitalisation journey began in mid-2020, with the goal of modernising the entire procurement process. Leveraging state-of-the-art platforms such as SAP-MM, Ariba, and Adobe Forms, TPCODL fully digitised its workflows. This included everything from indenting and tendering to business associate (BA) registration, evaluations, and contract award processes. The results were profound, transforming a six-month to one-year procurement cycle into just 70 days.

This transformation enabled 100% paperless procurement, saving over a ton of carbon emissions annually, thereby contributing to TPCODL’s sustainability goals. The company also increased transparency and confidentiality in its processes. Notably, BAs could now participate in procurement activities remotely, significantly improving ease-of-doing-business. The company also implemented a real-time monitoring dashboard that provides stakeholders with up-to-the-minute insights, further streamlining operations​.

The impact on internal and external stakeholders was equally noteworthy. Internally, staff who were accustomed to manual processes underwent significant training to adopt the new systems. Externally, BAs—many of whom had limited digital literacy—were provided with training and support to navigate the new digital platforms. As a result, BA satisfaction rates have soared to 90%, while internal customer satisfaction is at 85%. Real-time tracking of tenders and materials has also empowered stakeholders to make informed decisions​.

Moreover, despite the COVID-19 restrictions, the digital transformation was completed in a record time of two months, ensuring business continuity when operations were most vulnerable. This rapid transformation underlines the agility and resilience of TPCODL’s digital strategy.

Digitally Karan

Launched in 2021, Digitally Karan is a pioneering project aimed at transforming customer service and bill payment mechanisms across TPCODL’s vast service area of 30,000 square kilometers, encompassing 28 lakh customers across nine districts. The primary challenges identified included the high cost of bill collection (`15 per transaction), lack of digital payment platforms and customer distrust in online payment methods. Most payments were made in cash, leading to delays in reconciliation and increased complaints.

Through a phased strategy, TPCODL introduced several innovative solutions to promote digital payments. These included the integration of QR codes on bills and the revamping of the TPCODL website and Mitra App, making digital payments more accessible. Collaboration with IndusInd Bank, IDBI, HDFC and CSC e-Governance Servicesensured that customers, especially in rural areas, had multiple payment options. Additionally, the introduction of cashback schemes and digital rebates further incentivised customers to switch from offline to online payment methods​.

The results were transformative. Over a span of three years, the number of digital transactions increased from 1.04 lakh to 6.71 lakh, representing a 499% growth​. The success of this initiative was particularly pronounced in rural areas, where digital penetration increased from a mere 1% to 19%. The introduction of instant digital rebates has enhanced customer satisfaction, as customers now immediately see the benefits of paying digitally.

The cost-saving implications of this project are also significant. The reduction in bill collection costs—from 15 to5 per transaction—has saved the company `12 crore annually. Additionally, the elimination of manual reconciliation processes has not only reduced complaints but has also improved the overall quality of service and productivity.

A key component of the Digitally Karan initiative is its focus on customer education. Through various outreach programmes such as Gaon Chalo Camps and Residential Welfare Association meets, TPCODL worked tirelessly to increase digital literacy and trust among its customer base. These efforts, combined with incentives like the Mega Bill Pay & Win Scheme, have been instrumental in driving adoption.

Creating Benchmarks

Both the Digitalisation of Procurement Process and Digitally Karan projects underscore TPCODL’s commitment to digital transformation, operational efficiency, and sustainability.

By embracing modern digital platforms and driving innovation, TPCODL has not only improved its own operations but also enhanced the experiences of its customers and business associates.

These projects stand as a testament to TPCODL’s leadership in the digital transformation space, setting a benchmark for other utilities to follow.