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April 15, 2009: Lifted dependable capacity of KESC units after major overhauls of the Bin Qasim and Korangi plants. Reduced plant trips by 80% in the last seven months. Decreasing trend in transmission and distribution losses. ACCA training programmes have been initiated to boost the skills of financial coordinators. "KESC is an’ Approved ACCA Employer' recognized by the Pakistan Chapter of the Association of chartered certified accountants, UK for providing a platform for vocational training to their students. Under this program we have inducted/will continue inducting large number of ACCA students to impart them professional training under the supervision of highly qualified finance professionals. Through this program KESC will not only benefit by having an energetic and highly motivated workforce but will also be greatly contributing towards the progress of potential finance professional and ultimately the well being of the country.." Introduced Preventive Maintenance Management programmes and Standard Operating Procedure Systems to reduce tripping. Made safety a key goal at CEO level reporting with new and continuous monitoring systems put in place to reduce incident rate. New management of KESC has taken several steps to ensure the safety measures of their employees. The first step was to provide the basic training to all the field employees at their door steps i.e. BOC’s. The personal training protection equipment usage rate has been increased from 2% to 35%. Also a team of 12 people has been formed who visited the working sites 24 /7 to ensure the safety and protection measurements during work. The management has also planned to start mobile training centre. These centres will provide training to employees on weekly basis at their working premises / sites. Improved customer call handling by 21%. An increase of 21% was shown in calls from Mar-Oct’08 as compared to Mar-Oct’07 35% call increase is projected over the period of Mar-Oct’ 09 due to additional influx of new connections and special number for Defence IBC customer Additional head count of 95 CSRs is being inducted to meet the expected rise in customer calls Auto-outbound functionality tested and deployed at Call Center Call response efficiency is consistently improving over last few months Doubled the staff strength of the ‘118’ customer service representation. KESC to facilitate electricity consumers has started One Window Billing Service at 118 Call Center situated at 3rd Floor, E.O.B.I. House (Formerly Awami Markaz) Shahrah-e-Faisal. Consumers may avail services between 9:00am and 10:00pm throughout the week except with a lunch and prayer break from 1:00pm to 2:00pm and Friday prayer break from 1:00pm to 3:00pm except on Sundays and Public Holidays. One window service will be available for KESC customers for: Duplicate Bill printing facility for the entire licensed area of KESC. Billing / Accounts Reconciliation facility Cash Correction facility Advanced payment as desired by the consumer Installment facility for Ordinary Consumers (Residential & Commercial) Registration of Consumer grievances regarding billing issues of Ordinary Consumers (Residential & Commercial) Manager with necessary staff would remain available to facilitate consumers. The bill payment facility is also available from 10:00am to 10:00pm (on all working days) at National Bank of Pakistan, 2nd Floor, E.O.B.I. House. Distribution structured as an independent profit focused business centre. Distribution will be working as an independent business. This independent line will be geographically divided in to four regions; north, south, east and west. Each region will be headed by Deputy Chief Operating Officer (DCCO-Distribution. Each region will be responsible for the functions of all BOCs falling in their area and these BOCs will be lead by respective BOC Managers reporting to General Managers who will eventually report directly to their regional DCOOs. Each region will also act as independent profit centre. This structure will not only help improve the efficiency of our company, it will also give the employees a great opportunity to deliver best services by taking complete charge of their responsibilities.