Billnet: a case of BESCOM s IT enabled system and its impact on internal operational efficiency and customer service quality

Abstract

This project studies the effect of introduction of IT billing system in BESCOM (Bangalore Electricity Company). In this study, we hypothesize that introduction of IT system has brought about value addition to all stakeholders and prove it with relevant data from field. The stakeholders are BESCOM, IT billing vendor and end consumer of BESCOM services. Data presented along with this report is based on interviews with officers in subdivision office of C2, Malleshwaram. It is assumed that this data is representative of data from other subdivisions in BESCOM.