Lahore Electric Supply Company (LESCO) Structure

Lahore Electric Supply Comp whatever(prenominal) (LESCO) social organisation2.0 OVERVIEW OF LAHORE ELECTRIC SUPPLY COMPANY (LESCO) PAKISTAN2.1 HistoryThe electric automobileity come out go in Pakistan, initially, was undertaken by different agencies, both in public and mysterious sectors in different argonas. In order to succeed for the unified and arrange outgrowth of the water and tycoon resources, Water and cater Development ascendence (WAPDA) was created through WAPDA Act, 1958. In 1994, G all overnment of Pakistan approved the strategical plan of restructuring and privatization of power sector. As a result, power wing of WAPDA was unbundled into twelve companies for generation, trans military mission and dispersal of electricity. Lahore Electric Supply Company (LESCO) was formed in March, 1998 with the aim of commercialization and eventually privatization.2.2 Region-wise SegmentationLESCO holds the Distri exactlyion license from National Electric Power Regulatory A uthority (NEPRA) to supply electricity in the atomic number 18as that covers Civil Districts of Lahore, Kasur, Okara and Sheikupura. It serves over 2,000,000 clients 24 hours a day, 365 long time per annum. In order to provide un-interrupted electric supply and role suffice to guests, LESCO has divided its jurisdictional argona into sestet distribution operation Circles.2.3 Organizational StructureAccording to Balle, M (1996) institutions pose clays, not just structures. They argon composed of interdependent people who trust on an some other for work-some mavin starts it, someone delivers it to the customer- for kinships and for self-realization. Likewise, in LESCO Superintending Engineer looks afterward the personal business of the whole Circle as being an incharge through functional/administrative control over divers(a)(a) divisional and Sub-Divisional Engineers including their liaisoning offices (WAPDA, 2000). However, Figure 1 shows the organisational structure o f LESCO as being the focus of this study.3.0 A SUMMARIZED VIEW OF culture SYSTEMS IN LESCOAs, defined in the mission statement of LESCO that the primary intent is to supply the un-interrupted electricity and quality run to all category of consumers at the minimum possible cost (Mission, 2009). Keeping in view the mission statement, major milestone was set for LESCO of import ready reckoner Centre to furnish electricity billing and array procedures, which was met through in house study of billing and assembling package. A brief note on severally of these agreements is as follows3.1 oecumenic Description of Billing arrangement touchstone interpreting and billing are carried out over all available days in a month in a complete calendar method go in order to provide service to different categories of customers. Meter reading lists are prepared in advance by LESCO Main reckoner Centre Lahore and its sub-centre at Sheikupura, which provide services to Sheikupura Circle only. They are sent to the liaison Divisional portion that is tax income stead, who arranges for meter readings to be entered on the lists by the meter reading staff in the Sub- Divisional Office, follow up meter readings are prepared manually in Sub-Divisions. After intromission of the readings, the meter reading lists are returned to the Revenue Office where the control evinces over the computer billing are well-kept. After entry in the Revenue Office computer Records the meter reading lists are collected together in a muss accommodate for from severally one sub-division. The batch archives are then passed to the LESCO reckoner Centres on a repositing device for further bear on. Consumers bills are prepared in the calculating machine Centres and sent to the Revenue Office for distribution to consumers through Bill Distributors, who are under the control of Sub-Divisional Officer (WAPDA, 2000). Figure 2 shows the block diagram of the system.Figure 2 Block Diagram o f Billing System coach Customer ServicesBilling Schedule computing machine CentresVAX 4000Server/VMS/COBOLRevenue Office(Computer segmentation)Printed yarn hears and other crosssBatch files alongiwth updated Meter Reading listsSub-Divisional OfficePrinted Reading Lists and other ReportsManually updated Meter Reading ListsMIS ReportsSource Developed for this reportThe following reports, lists and notices are also forwarded by the Computer Centres to Divisional and Sub-Divisional Engineers for winning appropriate decision/action (WAPDA, 2000)Customers assessment list presentation the charges on each bill along with running thorough and also the total number of consumers connected, temporarily disconnected and with equipment removed in each batch.disjuncture notices, which are sent to the consumers, who call for not paid their bills by collect date.Each Month Computer Centre prepares analysis of zipper sales by Tariffs for each feeder, each Sub-Division and Division and an alysis of outstanding debts showing arrears by Tariffs and age.Feeder wise line losses for reach Sub-Division3.2 General Description of assembling SystemCustomers pay their current bills, Demand Notices for sore electricity connections and reconnection fee for restoration of disconnected supply to the specified shores and authority offices. The situate/post office receives the bill or Demand Notice, enters the pass on the Banks scroll, and retains the counterfoil. Banks daily sends a copy of bank scroll and counterfoils to the Revenue Office. The Revenue Office Accounts section checks the bill counterfoils to the bank scroll for any discrepancy/error. The scrolls and counterfoils are then sent daily to the LESCO Computer Centres and where each consumers pay is processed by the Computer into the Consumers ledger selective trainingbase. The Computer supplies a total of cash posted to each billing batch and total of unidentified cash, new-sprung(prenominal) connection/ reconne ction fees and other receipts, to reconcile with the total of all bank scroll for each Division. However, in the event of divergency not being discovered during this check Computer Centres allow for process the amount shown on the counterfoils and return the scroll to the Revenue Office for re-checking and verification. Moreover, the bank branch remit the amounts collected to collection account in their local anaesthetic head offices as designated by LESCO and send a copy of the bank statement to the Revenue Office indicating total money received during the hebdomad and money remitted to the Head Office Collection Account each hebdomad and at the end of each month. The Revenue Office Account part reconciles the bank statement with the report forwarded by the Computer Centre and sends a copy of reconciliation to the LESCOs Finance Director (WAPDA, 2000).3.3 Recent Improvements in the payment Channels of Collection SystemElectricity bill payment was very tedious task as customer s had to stand outside banks for an wide finish of time due to manual procedures of payment. Also, there were issues such as bank timings and delays in remittance processing. Realizing the need to resolve the quality of service to customers, Chief Executive Officer LESCO decided to explore the payment channels. LESCO Computer Centre took the initiative and proposed a plan for starting e-service and printing of automobile readable electricity bills. Accordingly, the system was formally launched from March, 1995. At present, 355 branches in LESCO are equipped with this system collecting about 25% of bills. However, the bills are paid at designated bank branches, post office and retail stores as usual, but with a technical difference. The bills are s tidy sumned by the transgress using a barcode scanner just like a retail store cashier does for grocery items. With a single scan, all the learning encoded in the barcode is today transferred to the software. In this way, bank cashi ers can generate daily/monthly scrolls and collection summary (Collection, 2009). Figure 3 shows the cashier substance abuser-interface of the cash collection software.Also, the customer can deposit electricity bill using LESCOs website, wherein he/she is required to login by providing his/her unique electricity bill reference number. Thereafter, s/he go away enter the debit/credit card information for making the payment, which is then referred to the Card Processor for verification and charging. If the card got authorise the amount will be credited to the consumer account and transaction will be committed to the database. And online receipt is provided to the consumer for printing(Collection, 2009). Figure 4 shows the network diagram of current collection system.As, depicted in Figure 4 the collection data from Banks is transferred to online servers on daily basis using a simple(a) internet connection. Alternatively, if no internet connection is available a collection file may b e generated and carried on a portable media. Hence, the billing data is uploaded to the online server whenever it experiences any change. Customers are able to access aline online web-based services at the confederation website, which includes the followingViewing monthly bills picture duplicate billsPaymentConsumption Payment historyAccount berth3.4 payroll department culture SystemPayroll of various departments of LESCO is prepared by the Computer Centre on monthly basis. pro files for officers and staff are maintained separately. Data relating to each employee of a particular department is stored on respective master file. The Payroll Master institutionalise contains one record for each employee. The main attributes of payroll data areDepartment statuteEmployee enterProcessing computer codeName DesignationStation CodePay Account HeadConveyance alterationMedial Allowance codeIncome Tax DeductionUnion Fund DeductionGPF consequenceGPF Deductionvoluntary contributionNat ional Tax Number symbol of AdvanceTotal Amount of AdvanceBank Branch CodeBank Account TypeThe records in the File are maintained sequentially (Sorted on Department Code and Employee Code). Data is received from various departments on prescribed Performas by the coordination section of Computer Centre. The Data coded in these Performas can be New Addition of an employees payroll data, a Change in an subsisting record or deletion of an existing record. Figure 5 shows the Data prevail diagram of the Payroll System.Emp. FilePay RatesEmployeeValidation CheckCompute Gross formulate ChequeCompute. Net PayDetermine DeductionsTax Table case-by-case(prenominal) DataAccount RerecordPayments and DeductionsS.S DataFigure 5 Data Flow Diagram of Payroll SystemSource Courtesy of MIS Department, LESCOData is entered into the Computer through the entranceway Machines by the Key Punch Operator. After Entry an edit List is prepared through edit listing program. This List is thoroughly checked by the Data Coordinators with the actual data on input Performas and the punching or coding errors are removed.Any change, addition of new record or deletion of existing record is intimated by the pitch-to doe with department to Computer Centre on prescribed Performas. Using this data, Master files of officers and staff are updated. After updation, different types of output reports are prepared, which includesPayroll ListingListing of different types of schedulesAccount Head wise digestPay SlipsBank Summary EtcReports are sent to respective departments after through checking.Also, every year in the first week of declination when Payroll processing for the month of November has been completed the annual increments are assign to the Pay of each employee in accordance their respective scale of pay. A Pay Fixation list is prepared prior to the running of Pay Increment step which shows Current Basic Pay with the addition of one increment. This department wise list is sent to each departme nt for checking verification. If any department wants to hold the increment of an employee then the action is taken accordingly.3.5 anxiety Reporting SystemsAt LESCO Computer headquarter two alpha 2100 computers equipped with Alpha processors have been installed. These computers are being optimally utilized to assist in timely analysis, generating vital information for the top wariness. For instance, division-wise computerized receivables reporting and monitoring system providing twenty different arrears analysis reports have been expanded to provide duty wise information as well. These reports have also been further wide to support monitoring at the sub division level. Moreover, Performance data monitoring report reflecting various types of billing, consumers statistics and line losses monitoring system (Technology, 2009).4.0 CRITICAL ANALYSIS OF INFORMATION SYSTEMS EMPLOYED BY LESCOInformation System (IS) is defined as an organized combination of people, computer hardware, so ftware, communications networks, and data resources that stores and retrieves, transforms, and disseminates information in an organization. Importance of information management is highlighted by the fact that in addition to capital, labor and land, primary factors of production also include material, energy and information. As, the world is making a quick transition from an industrial company to a service-driven economy, information is becoming the catalyst for economic development and change. In view of above, it may be argued that effective Information Systems play a vital and expanding role in business activities, practices and processes. Furtherto a greater extent, business professionals commit on variety of information systems that uses various Information Technologies, which refers to the various software and hardware components necessary for the system to operate(). In short, computer-based-information systems use the following technologies-Computer hardware technologiesCo mputer software technologiesTelecommunications network technologiesData resource management technologiesMoreover, rapid advances in Information Technology (IT) are likely to result in shifts away from traditional role for both the IT professional and the Information users. A new generation of skilled users will participate in the development of mission critical applications and the IT department will move from a centralize repository and control of information into the business function areas as client-server technologies replacement main frames. the 21st century Chief Information Officer (CIO ) will be expected to enhance the value of information at two-fold points along the value chain and his/her responsibility will extend farthermost beyond the traditional boundaries of the IT department. Indeed, the CIO will be required to exercise temperers across the width and breadth of the enterprise. From the forgoing discussion, it can fairly be deduced that the role of IT department has moved from one of technical implementation to strategic planning and from reactive support of business to driving innovation and competitive advantage.There is natural decay of business processes over a period of time because systems are designed years ago when both the organization and available technology were very different from today. Likewise, if Billing System of LESCO is analyse from todays technology perspective then it has become a legacy system and no more delivering optimal performance and quality service to its internal/external customers due to manual procedures involved. Site- avenge reading of residential power , water, and gas meters is a tedious, inconvenient and prone to human error. Moreover, it is not always guaranteed that the consumer will be present when gain personnel visit to read meter readings. It is possible in such case that utility personnel will estimate consumption inaccurately, which later may lead to consumer dissatisfaction. The recent adva nces in metering technology, mobile networks, and internet services have resulted in the proposal and development of measurement techniques, billing, and energy management systems. As, many an(prenominal) utilities are implementing automated meter reading (AMR) systems. In addition to meter reading, AMR can be apply in the power restoration process. magical spell others have advanced the concept of AMR systems by proposing potential metering communication services using the wireless mobile public networks for measuring and billing system.5.0 IT Technology Deployed by LESCOHardware ComponentsLESCO is using VAX 4000 minicomputers (midrange) for centralized processing of data in various Information Systems. Experts believe that many midrange and mainframe systems have become old by the power and versatility of client/server networks composed of microcomputers and servers. Others industry experts have predicted that the emergence of network computers the on internet and intranets wi ll replace many personal computers, especially in large corporations ().Software technologiesMost the software packages for the Information Systems as described above are developed in COBOL structured language. However, modern applications are built in using intention Oriented languages such as Java, C++, and VB.Net etc.Network TechnologiesAs shown in Figure 4, In LESCO mainframe-based network with many end user terminals are deployed for centralized processing of data, which has recently been linked with Application and Online weather vane server for handling payment channels of customers. Moreover, in Billing and Collection System batch files created in Revenue Office Computer Section are delivered by special messengers on a portable media to LESCO Computer Centers for centralized processing. However, wireless Wide Area Networks (WAN) can be used alongwith client/server technology to handle the geographically distant processing and network communications.Database TechnologiesLES CO has designed its database structures in COBOL language, which is a traditional flat file system. As, there are many anomalies associated related to management of flat file such as redundancy of data, complex operations for retrieval of reports, more storage, time and cost etc. Whereas, modern Database Management Systems based on relational and object oriented techniques are very efficient and muster out from such complexities and errors.6.0 CONCLUSIONS AND RECOMMENDATIONSIntegration of IT and Customer ServiceE-service provides a unique fortune for businesses to offer new models for service design strategies and new service development. While e-service has rewritten many of the rules of customer engagement, it has not fundamentally changed the fact that a distinguish component of service delivery is building and maintaining strong customer relationships. What is grievous therefore, in adopting IT-based computer based customer service functions, is ensuring that the technology used, enhances or else than undermines the relationship between the customer and the company. The interface between customer and company is critical. With specific reference to web-sties, Meister et al (2000), point out that one of the major challenges of e-service is balancing the greater customization, which typically results in more complex vane sites, with a simple, accessible and easy to use Web interface. Also, the companies that glide by stinger of customers individual preferences keep up with market trends, supply products, services and information anytime, anywhere, and provide customer services tailored to individual needs. And so, Internet technologies can make customers the focal point of customer relationship management (CRM). Today many companies are implementing customer relationship management (CRM) business initiatives and information systems as part of customer focused schema to correct their chances for success in the contemporary business environment. CRM t hat uses IT to integrates and automates many of the customer-serving processes in sales, marketing, and customer services, push the company ahead in competition with other competitors. Furthermore, CRM systems include a family of software modules that provides the tools that enable a business and its employees to provide fast, convenient, dependable and consistent service to its customers.E-Service in LESCOA review of the e-service started by LESCO to facilitate the customers regarding electricity bill payment and other allied services reveals that LESCO is at an early stage in the development and implementation of a complete e-service strategy. However, they have taken a radical step to improve the bill payment channels in order to improve the customer services in this respect. As, it has already been discussed that computer based information systems rely on Information Technology. Therefore, a time to time up tone of the technology employed by LESCO in Information Systems is esse ntial to keep pace with the rapidly changing IT environment.7.0 REFERENCESKhuller, A., 2006. Quarterly Newsletter of the Sari/ nada Small Grants Program with Support from USAID. Vol. X, April 2006 for sale at http //www.sari-energy.org/PageFiles/WhatWeDo/SmallGrants/ newsletter.asp Cited 13 July, 2009Segmentation, 2009. The Organization,Available at http//www.lesco.gov.pk/Organization/1000077.aspCited 13 July, 2009WAPDA, 2000. WAPDA Book of Commercial Procedures-Computer Billing, Vol. II, 6th Eidition, Nov 2000. WAPDA effect Press, Lahore.Organogram, 2009. Organization Structure at LESCO Headquarter,Available at http//www.lesco.gov.pk/Organization/1010001.asp Cited 13 July, 2009Mission, 2009. Mission Statement,Available at http//www.lesco.gov.pk/Organization/1000086.asp Cited13 July, 2009Collection, 2009. Management Information System,Available at http//www.lesco.gov.pk/Organization/1020002.asp Cited 13 July,2009Technology, 2009. Information Technology in WAPDA,Available at http// www.wapda.gov.pk/htmls/infotech-index.html Cited 13 July,2009K.C. Laudon J.C.Laudon Management Information System tenth Ed. Pearson International Edition.