Interaction with Service Consumers
The main forms of consumer services include personal services, non-personal services via telephone communication, and interactive services via the Internet.
The Company’s activities organized to improve the system of client servicing are based on the following principles of interaction with the consumers:
1. Ensuring quality and availability
of services in compliance
with the effective Russian
2. Provision of sufficient information on the Company and its services to the consumers.
3. Territorial accessibility and comfortable conditions of personal client servicing.
4. Highly available and prompt non-personal and electronic (interactive) services.
5. High-quality services.
6. Transparent business processes in connection with consumer services and objective review of consumer complaints.
Infrastructure of Personal Services
PJSC MOESK runs 120 offices to provide consumer services.
The Western Electric Grids launched a pilot project to locate its customer service office in the multi-functional governmental services center in Naro-Fominsk town. Following the assessment of work results for this office, the Company will consider its possibilities in terms of further cooperation with the multi-functional centers, which will increase the number of client service points in Moscow region by over 3-fold (currently, there are 92 multi-functional centers in Moscow region and 31 PJSC MOESK customer service centers in Moscow region).
Infrastructure of Non-personal Services via Telephone Communication
In 2015 the Company continued work on transfer of consumer calls to the unified call center “Light Line”; the outsourcing company is engaged only during night hours and in case of massive power outage.
Interactive Services via the Internet
The year 2015 was marked by active development of interactive services by PJSC MOESK.
In 2015, the Company implemented new capabilities for interactive servicing of consumers:
1. documentation execution with
2. expansion of electronic application types (consolidation of electric grid assets, re-assignment (re-issue) of documents, relocation of grids from the construction site);
3. Cremote payments by bank cards — Internet acquiring for personal and non-personal applications;
4. systems for receipt of electronic applications.
One of the key objectives assigned to the client service departments in 2015 was to increase the share of electronic applications to 30% of the total number of applications for technological connection.
Statistics on Consumer Applications
|Average time spent per application, min.||25||23||20.6||-10.40%|
Over the reporting year, the number of complaints in specific figures decreased by 35%, which signifies considerable improvement in the service level for consumers and potential clients in 2015, especially in terms of technological connections (the number of complaints decreased over 2-fold).
Number of Questions Received via Internet Reception Office
|Applications received by the Internet reception office, ea. (total), including the following subjects||8,838||9,657||8,569||-11.3%|
|power outage and interruption, voltage surge, maintenance of electric grid facilities, electric power consumption without contract / power meters, stealing of electrical grid facilities||641||844||1,469||74.1%|
|financial and economic matters||98||118||102||-13.5%|
|expression of gratitude||178||65||122||87.6%|
Reduction of the total number of applications submitted to the Internet reception office (by 11.3%) is attributable to the overall improvement of service quality, including technological connections (32.1% reduction in the number of applications).
The increased number of applications regarding the quality/power outage and power consumption without fiscal metering is explained by expansion of client-friendly approach and direct communication with the power consumers without involvement of guaranteed power supplier — retail power companies.
Doing Business Rating: Company Results and Plans
Over the period 2013-2015, PJSC MOESK implemented and launched a number of programs in furtherance of Russian Federation Government Decree No. 7464p-P13 dated December 12, 2013 on priority fields of activities for PJSC Russian Grids in connection with implementation of action plan (Road Map) Improvement of Energy Infrastructure Availability approved by Russian Federation Government Ordinance No. 1144-r dated June 30, 2012 in order to ensure Russian Federation ranking in top 20 of Doing Business rating prepared by the Word Bank on the annual basis.
PJSC MOESK performed significant work to improve the entire system of technological connection starting from the moment of application submission to the actual power supply to the connected facility.
The Doing Business rating prepared by the World Bank on the annual basis was selected as a control indicator for assessment of road map implementation. The rating provides assessment for 189 countries based on 10 indicators of business regulation. The higher the country’s position in the rating, the more favorable its environment is in terms of small and medium business establishment and operation. The target benchmark indicating the success of road map implementation is inclusion of Russian Federation into Top 20 of this rating by 2018 (based on all 10 indicators). Since 2014, the ranking of the Russian Federation was determined by aggregation of results for the two largest cities in the country — Moscow (PJSC Moscow United Electric Grid Company) and Saint Petersburg (PJSC “Lenenergo”).
Russia made a significant breakthrough in 2015 in the category “Getting Electricity” by being upgraded by 24 points based on application of new methods and by 114 points based on application of old methods. Today, thanks to the efforts of Moscow energy sector workers, Russia holds the 29th place in the category “Getting Electricity”. Just four years ago, our country’s ranking in the same category was as low as the last but one place, i.e. rank 184 (according to the methods valid in the period).
Considerable transformations which made achievement of such great results possible have been performed by PJSC MOESK since 2012. In 2013, the Company launched its program “5 steps in 3 visits”, in 2014, “3 steps in 2 visits” and in 2015, the Company introduced online connection possibilities (“Zero Visits” program).
Thus, over the period from 2012 PJSC MOESK has done a colossal amount of work which resulted in decreased number of procedures required for connection to the electric infrastructure: from 10 to 3. The timeframe required for technological connection of the applicant was reduced from 281 to 80 days (statistical data of MOESK). The cost of connection was reduced from 3,500 mln rubles to 224 thous. rubles (16-fold decrease).
In order to improve Russia’s position in the World Bank rating Doing Business-2016 in the category “Getting Electricity”, PJSC MOESK realized a number of reforms in the field of technological connections to the grids in 2015. In the course of such reforms, PJSC MOESK completely revised its approach to the customer care, which resulted in considerable decrease in the time period required to prepare and perform the contracts on technological connections and allowed the consumers to enjoy the transparent and accessible service of technological connection.