Public Affairs Committee Report
The Public Affairs Committee, an NGO, probed a sample of 1378 consumers for feedback on the Company's activities. The feedback focused on usage, ease of access, problem incidence, service and staff quality, overall satisfaction, issues faced and improvements. The Third Citizen Report Card on Bangalore's public service announced by the Public Affairs Centre in December 2003 has in fact ranked BESCOM among the top performers.
In the earlier report, the Committee recommended a two-pronged strategy to follow :
Improved consumer care:
Better interaction with consumers and speedy response to their complaints. Also, to educate consumers on the need for energy conservation.
Staff training to improve corporate culture:
To better internal functioning and consumer care by affecting an attitudinal shift among staff. This has been taken up as an ongoing process. Employees are trained to behave politely with consumers and to heed and respond to their complaints promptly.
BESCOM has met with remarkable success in the implementation of these measures.
Customer satisfaction level has increased from 47% (in 1999) to 94% in the year 2003
Staff behaviour has enhanced from 54% (in 1999) to 84% in 2003.
