IUKAN Annual Conference 2015

Date & Place: 8th Sep, Le Meridien, New Delhi

Typical utility projects in India are characterized by a wide geographical spread and broad demographic spectrum. Adding to them is the large operations team, which makes human interface in utility operations that much more critical. Despite these difficulties, some of the utility projects have tasted success, though limited. To enable a rapid sectoral scale up,there’s a need to understand the key levers which have enabled the working projects to deliver systemic improvements. And while we take up more projects, a more systematic approach is required to drive an upgrade in the legacy utility systems, retrofitting service delivery. This becomes more essential when we look at driving time bound improvements in utility performance. Typical utility projects in India are characterized by a wide geographical spread and broad demographic spectrum. Adding to them is the large operations team, which makes human interfacein utility operations that much more critical. Despite these difficulties, some of the utility projects have tasted success, though limited. To enable a rapid sectoral scale up, there’s a need to understand the key levers which have enabled the working projects to deliver systemic improvements. And while we take up more projects, a more systematic approach is required to drive an upgrade in the legacy utility systems, retrofitting service delivery. This becomes more essential when we look at driving time bound improvements in utility performance.

At the same time, the Indian utility consumer is evolving. So are his needs. While the other sectors are waking up to this fact, a lot more is still left to be desired from the utility services sector. This said, utilities continue to face stiff challenge in clamping down theft and increasing customer’s willingness to pay for utility services.Uptake of contemporary business trends like social behaviour research, data analytics and adoption of multiple communication channels to engage the customers remains weak. To right size customer expectation, innovative initiatives to enhance the overall customer experience need a stronger push to build customer confidence.To understand this better, one needs to dig deep in the inter-relation between the customer experience offered by the utility and financial viability of utility operations.

For more details visit: http://www.iukan.in/iukan-conference-2015/

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