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1. Doorstep Service – A paid service (Cost recovered, Cost paid) for which, instead of the customer
visiting a CEB office, CEB visits customer premises. To qualify, such service couldhave been
obtained either by phone or online and must prevent the customer from coming to CEB office at
all, whether to initiate the service or to carry out any other intermediate step. However, if the
customer need to visit a non CEB office such as a Bank or Divisional Secretariat. Still, such service
is qualified under Doorstep service category. To complete a certain Doorstep service, CEB may
be required to make more than one visit to customer premise.
Breakdown repair service is not counted as a Doorstep service as it by nature is initiated by a call
and is not a paid service.
2. Standard CEB Services –Paid Services offered by CEB that can be obtained by making a formal
request from CEB. The list of services that should be considered for the purpose of computing
this KPI is given in ANNEX I attached. CEB is actually required to anyhow visit customer premises
1
Note- As time goes on, when the Doorstep mechanism is in place in majority CEB Areas, this count may be
increased or KPI be redefined to give % of Standard CEB services offered as Doorstep.
to offer each of the services in the list. Services which are ad-hoc in nature are not included to
this list. This list will be released from time to time by the Corporate Strategy Division (in
consultation with the Distribution Cordination Committee) and will be informed to all divisions
by circulation.
3. Number of Areas offering more than 3 standard services– Area refers to a Distribution Area. To
be qualified, the particular Doorstep service should have been available to ALL customers in the
Area. If a certain Doorstep service is available only to a part of a distribution Area, such service
should not be counted.
KPI Formula
(𝐷2 + 𝐷4 + 𝐷6 + 𝐷8 )
KPI = × 100%
(𝐷1 + 𝐷3 + 𝐷5 + 𝐷7 )
KPI Owner (Officer responsible to explain the reasons for KPI value)
Datasheet Approved by –
ANNEX I
1. Obtaining an overhead/underground service connection (30A Single Phase) from the existing
Low Voltage Distribution network within 50m distance.
2. Obtaining an overhead/underground service connection (30A Single Phase) from the existing
Low Voltage Distribution network beyond 50m distance.
3. Obtaining an overhead/underground service connection (30A, 60A Three Phase) from the
existing Low Voltage Distribution network within 50m distance.
4. Conversion of 30A Single Phase to 30A/ 60A three phase.
5. Testing of an Energy meter (230 V).
6. Testing of an energy/demand meter and associated equipment used at 400V
7. Testing a customer installation.
8. Changing an energy meter/demand meter
9. Obtaining a temporary electricity supply
10. Shifting of a distribution pole or an associated component such as the stay wire etc.
11. Shifting of a distribution line.