IDGC of North-West regularly carries out the interviews with the consumers and tries to take into account their opinion.

IDGC of North-West again summed up clients service quality assessment for the 2nd quarter of 2009 concerning the results of the interview called “Help yourself and your power company” carried out in the branches.

Olga Kotlyarova, Chief Specialist of IDGC of North-West’s Clients Relations Sector, comments on the results of the interview. According to her, traditionally, the most active were the consumers – physical persons in such branches as “Pskovenergo”, “Komienergo”, and “Novgorodenergo”.

According to the majority of the consumers (76%), clients service centers (CSCs) are located in the convenient place and only in Velikiy Novgorod the most part of the consumers are not agree with the previous statement and would like to change the place of the service centre location. “The management of “Novgorodenergo” is recommended to consider the possibility of relocation of the clients service centre in  Velikiy Novgorod so that it would be more comfortable for the clients”, says Olga Kotlyariva.

According to the public inquiry, 70% of the consumers have Internet access, but only 26% from the total amount of the respondents are acquainted with the web site of the Company. Only 0.6% of the consumers get information in the Internet about the address of CSCs and how to get fee-based service, 50% of them find it out through the consumers and 16% by means of mass media. 

For the first half year the workers of CSCs rendered 15.5 thousand consultations (oral and written ones concerning the submitted applications), accepted and further examined nearly one thousand bills of complaint (applications), helped to drawe and accepted 5,052 applications for technological connection to the grids of IDGC of North-West.

Giving assessment to the competence of the service rendered by the personnel the consumers gave 9.24 mark according to 10-point system. Nearly 98% noted the amicability of the personnel. In “Karelenergo” branch the consumers noted the narrowness of CSCs.

“We are pleased to note that besides the assessment of the consumers, the colleagues of “Komienergo” branch got the acknowledgement. According to the results of the republican contest “Best goods and services of the Komi Republic for 2009” by the decision of the Contest Committee as of June 23, 2009 the branch was awarded by the Diploma for high achievements in the sphere of quality”, announces Olga Kotlyarova.

Among the words concerning the rendering of the additional paid services is acquisition of the complete pack of documents on technological connection, design, carrying out of the electric installation works, payments acquisition for the utility services, as well as services concerning the document-gathering process to apply for the increase of capacity and technological connection. 

“We suggested to the heads of branches of IDGC of North-West to consider the report concerning the placement of terminals in CSCs, so that the consumers could pay for the utility services and mobile communication”, says Olga Kotlyarova.

Note: Twenty three clients service centers are in operation in seven regions in the territory of IDGC of North-West. Sixty one persons work there. Besides, 99 specialists responsible for the organization of clients work carry out the functions of the clients service centers in the industrial subdivisions of IDGC of North-West branches.