The performance indicators are customer complaint redressal, the release of new service connections, e-payments, safety-zero fatality and quality of power.
Kerala State Electricity Board (KSEB) has introduced performance appraisal for employees in the different distribution offices under it. As these distribution offices are in direct contact with more than 1 crore consumers in the state, the operational efficiency of employees requires an assessment. These offices will be ranked based on this assessment.
The employees in a distribution office will be assessed based on a set of key performance indicators identified by the board. These performance indicators are customer complaint redressal, the release of new service connections, e-payments, safety-zero fatality and quality of power.
The board has identified these performance indicators considering the quality of service to customers, safety, reliability, security and financial sustainability. The management can assess, monitor and take decisions about productivity and implementation of the different tasks.
K Ellangovan, chairman & managing director, KSEB, said, “Performance assessment is the need of the hour. The board is giving more focus to customer satisfaction. The section offices are asked to stick to a more consumer-friendly approach in a professional manner. The section offices that meet the key performance indicators would be ranked accordingly and they would also receive a token of appreciation for encouragement.”
Every three months, there will be an assessment of the distribution offices on whether they comply with the performance indicators. Along with ranking of the distribution offices, the electrical sections, divisions, sub-divisions, circles can also be ranked.
Based on the assessment, the distribution offices lagging will be asked to improve their performance. Ellangovan says that this move is to improve the efficiency of the distribution offices and is not linked with the pay and perks of the employees. Also, different factors like geographical areas and consumer strength will be taken into consideration while ranking the offices.
This assessment will help them in fulfilling the objectives laid down by the Kerala State Electricity Commission.