July 2015 | Shalini Menon

An operation apart

Jusco's expertise at managing and providing civic amenities and services is borne out by the satisfaction that its customers feel

Jamshedpur Utilities and Services Company (Jusco) was born of Tata Steel’s town services division, which used to manage the civic amenities and municipal services in Jamshedpur. Incorporated in 2004, Jusco’s mandate was to become a customer-driven, cost-effective business unit without losing out on the prime focus — delivering civic services seamlessly to Jamshedpur.

The community feeling in Jamshedpur, among the young and old, is especially strong during the Jamshedpur Carnival that Jusco organises with other partners
Over the years Jusco’s service portfolio has expanded to include engineering procurement and construction (EPC), power distribution and integrated township management. Its customers now include the residents of Jamshedpur, the Tata companies operating there and organisations such as the Uranium Corporation of India and the city of Mysore.

The century-long journey of Tata Steel and, subsequently, Jusco has not been without challenges, the foremost being providing civic amenities and municipal services to the citizens of Jamshedpur without being fortified with magisterial powers like any other municipal corporation in the country. This means that the company has to work closely with district authorities to ensure a sustainable working relationship to facilitate city management.

Staying true to a long legacy of impeccable civic services is another challenge that the company has to face. Jusco also has to ensure robust service systems and procedures despite the wide disparity in customer profiles. The integrated nature of services and processes has meant that they have to be constantly reviewed and updated in adherence with strict quality standards.

The customer always gets a fair hearing at Jusco. A single-window customer interface that operates round the clock, the Jusco Sahyog Kendra (JSK), deals with complaints related to power, water, waste, road maintenance, building maintenance, etc. Transactional feedback on all attended complaints logged at JSK — which completed 10 years of uninterrupted service in 2014 — is captured and rated on a four-point scale: very good, good, fair and poor. The voice of the customer is heard through listening posts.

Customer view
The unique Jusco Sahyog Kendra is a single-window facility to log customer complaints related to municipal services.

BK Dinda, general secretary, Tata Workers Union

This is a shortened version of the main article, which is part of the cover story about the customer-centricity culture of the Tata group featured in the July 2015 issue of Tata Review. Read the complete article here >>
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