<h1>Haryana power sector directives mandate Consumer Satisfaction Index, Balanced Scorecard and ISO certification to improve service delivery</h1> HERC directed state power utilities to implement a structured Consumer Satisfaction Index within three months with monthly monitoring across all organisational levels, making consumer-facing accountability mandatory. It mandated adoption of a Balanced Scorecard within four months as a strategic performance management tool to set targets and monitor financial and non-financial indicators, with monthly reviews. Utilities were instructed to obtain ISO certification to standardise procedures and promote transparency. Additional operative measures include strengthening coordinated power procurement to optimise costs, reducing AT&C losses, systemic correction of billing disputes, remedial action on fatal electrical hazards, and enhanced rooftop solar quality oversight and grievance integration.