Enhancing Customer Centricity in the Electricity Distribution Sector

Power utilities need to have more customer-centric business operations to keep up with the increasing awareness and expectations of their customers.

They can learn from the best practices of other sectors such as telecom and banking on enhancing customer experience.

KPMG, as the implementation partner of the USAID Smart Power for Advancing Reliability and Connectivity (SPARC), in partnership with the National Smart Grid Mission, has developed a report on “Enhancing Customer Centricity in the Electricity Distribution Sector” that highlights relevant strategies.

The report identifies the key customer-utility touchpoints, analyzes the existing utility processes across each touchpoint and suggests measures to enhance the overall customer experience.

Click here to download the complete report .