USAID Sector Reform and Utility Commercialization (SRUC) Task Order Papua New Guinea Power Limited (PPL) Support on Data Management, Metering, and Customer Engagement – Component 4: Large Customer Engagement Strategy (LCES)

The task order focuses on Component 3: Customer segmentation and analysis – Targeting Customers to Identify Sources of PPL Commercial Losses. To achieve this objective, the task order involves developing an approach suitable to PPL's environment for commercial loss reduction. This includes developing criteria to identify potential sources of commercial losses, reviewing Gentrack and survey data to identify gaps and problem areas, and developing baseline criteria and performance indicators for PPL. The task order identifies four main drivers of commercial losses: Gentrack data reliability, accurate billing setup, abnormalities identified from survey, and sub-optimal installation. Gentrack data reliability issues include a lack of clarity on the total number of customers in Port Moresby, missing information on customer addresses, contact details, and seal numbers, and back office customer files missing at PPL headquarters. Accurate billing setup is also a critical component, with issues including incorrect tariff alignment and multiplication factors. Abnormalities identified from survey include meter number mismatches, connected sites without meters, and vacant metering points. Sub-optimal installation issues include overrated CTs, insufficiently protected meters, and out-of-compliance seals. The task order also highlights the importance of customer segmentation and analysis in identifying potential sources of commercial losses. This involves developing a customer list, identifying problem areas, and developing baseline criteria and performance indicators for PPL. The task order recommends that PPL reduce commercial losses by implementing these measures and monitoring their progress using the developed baseline criteria and performance indicators. The task order provides detailed data on the customer list, including customer names, consumer numbers, and account numbers. It also provides data on the Gentrack database, including customer information, readings, bills, consumption, and user descriptions. The task order highlights the need for PPL to update its billing system with actual sealing information and to develop a procedure to manage seals, including procurement, issuing, sealing, and record keeping. Overall, the USAID SRUC Task Order for PPL aims to assist the company in identifying and addressing potential sources of commercial losses, improving revenue protection, and enhancing customer segmentation and analysis.