Digitally Karan – TP Central Odisha Distribution Limited

The best way to show your appreciation for this project is to click some advertisements and keep a count of how many you clicked. You will be asked for the number of advertisements that you clicked before you can vote. The money generated through this supports our social action.

---

---

Video

---

See Presentation

[

---

Gallery

[

---

Case Study

Digitally Karan

Introduction: 

During takeover there were many challenges on Digital Transformation such as lack of trust in customers along with limited digital platforms for making payments and majority of bill payments were received in cash wherein reconciliation and payment updating was a big task and complaints were increasing. It was very important to find a solution, on basis of demographics of Urban/Rural areas at TPCODL, collaboration with IndusInd Bank (6394+ Stores) and CSC e-Governance Services India Limited (8500+ Stores) was done in the Rural areas to promote digital. payment.

Problems:

The major problem was the cost of bill collection per transaction was very high that was Rs 15/- per transaction. There was lack of confidence and trust among the customers along with limited digital platforms for bill payment and there was delay in reconciliation and posting of the payments leading to increase in consumer complaints. There was higher dependency on Business associates for bill collection and lack of awareness and literacy among customers led to a very low rate of Digital Penetration.

Solution:

Survey through external agencies and interns were deployed in field to understand the underlying reasons. New collaborations were done with Payment partners such as IDBI, CSC, Bharat Money, Paytm QR for providing more options and penetrating into the different societies and sections for behavioral change and creating a new ecosystem for digital payments. 

Challenges:

There was lack of confidence and trust among the customers from transition from traditional payment methods to digital payments and non- friendly digital platforms. There was lack of awareness regarding the benefits offered to the customers for making digital payment. In traditional method, the customer was provided with money receipts on cash payments and amount were collected from door step.

Innovation:

Under Regulatory business we are having limited budget, where we were spending Rs 40 Crore, so as the digital per transaction cost was Rs 5 approx., which would save huge opex amount and same shall be utilized for other important activities and initiatives. Further there is no need for manual reconciliation and payments are posted on a real time basis which with reduce the payment complaints for the customers and that helps in increasing the customer satisfaction.  

Outcomes:

Rs 2 Crore Approx. was saved under Annual Operating Expense and increase in Digital Transactions from 1.2 K from June’20 to 6.79 lakhs till May’24 registering a growth of 447%. Customers were able to make contactless payments with a single touch and instant credit of payment in TPCODL account through faster online transactions.

Opportunities:

Potential strategies and future plans for scaling and replicating the project should collaborate with new payment avenues and gateways as BBPS platform for smooth and seamless processing of online payment with multiple options as NPCI has provided an option to onboard max 3 BBPS platforms and launch targeted education and awareness campaigns segment wise to educate users about the benefits on digital payment through social media, print media, Gaon Chalo camps, branding of Panchayat office, etc.

Summary:

Implementing a digital payment project involves several key phases, each with its own set of events, developments, and critical decisions. Penetrating into the different societies and sections for behavioral change and creating a new ecosystem for digital payments. Gaon Chalo Camps and Residential Welfare Associations meets program introduced wherein the customer were made aware on Digital Payment – Apr’21 onwards. Survey through External Agencies and interns were deployed in field to understand the reason on why the customers are not making digital payment and the expectations.

---

For more information, please contact:
Ashish Sharma at Ashish.Sharma@tpcentralodisha.com

---

(The content on the page is provided by the Exhibitor)

The best way to show your appreciation for this project is to click some advertisements and keep a count of how many you clicked. You will be asked for the number of advertisements that you clicked before you can vote. The money generated through this supports our social action.