Balasore, Odisha | November 2025: TP Northern Odisha Distribution Limited (TPNODL), a joint venture between Tata Power and the Government of Odisha, has achieved a significant milestone in customer service excellence, with 95% of new electricity connections now released within just 48 hours. This achievement stems from Project Sanjoga Express: Apekhya Ru Mukti (Freedom from Waiting), a flagship initiative aimed at creating a faster, smarter, and more consumer-centric new connection process.
Until recently, obtaining a new electricity connection involved multiple visits, manual paperwork, and fragmented payments at different stages. Recognizing these challenges, TPNODL launched a comprehensive Business Process Re-engineering (BPR) program to modernize and digitize the entire journey. The revamped process ensures first-time-right service delivery, integrating technology and governance to enhance efficiency, transparency, and customer satisfaction.
Through this project, TPNODL has streamlined the connection release cycle by leveraging digital solutions and enhancing internal governance mechanisms. The initiative has introduced key interventions such as single-step processing, where site verification and meter installation are combined for eligible cases to enable same-day connection release; real-time verification through a mobile app integrated with GIS that allows field teams to instantly validate dues; and digitized approvals, ensuring seamless document verification and automated billing activation.
As a result, the turnaround time for releasing new connections has been drastically reduced, with consumers benefiting from faster service, immediate billing activation, and transparent progress tracking. These improvements are supported by a robust quality assurance framework and system-based monitoring with escalation mechanisms, ensuring accountability, accuracy, and timely resolution of issues.
Speaking on the achievement, Mr. Gajanan Kale, CEO, TPNODL, said: “Through Project Sanjoga Express, we have not only reimagined how new connections are delivered but also reaffirmed our commitment to placing consumers at the center of every process. By harnessing technology and rethinking legacy systems, we are creating a faster, smarter, and more reliable experience for every new customer.”
Serving over two million consumers across five districts, TPNODL continues to drive innovation and operational excellence. Guided by Tata Power’s core values of sustainability, trust, and excellence, the company remains committed to modernizing Odisha’s power distribution network, empowering communities, and enhancing consumer experience through digital transformation.
