ACTIVITY REVIEW OF QUALITY SERVICE CENTERS OF ENERGY

COMPANIESAND

CENTERS OF ELECTRIC POWER CONSUMERS PROTECTION

Nurzat Аbdyrasulova,

DIRECTOR, Social fund «UNISON»

Co-chair of Supervisory Board on FESTI of Ministry of Energy and Industry

Bishkek, 25 of February 2012

ELECTRIC POWER AS A PRODUCT AND SERVICE

1) High-quality supply (product):

Quality: (U=220В ±5%), Supply continuity: (max 1 cut-off/month) Reliability and safety.

2) High-quality service: Provission of information Client-centeredness

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is a center of follow up of electric power provider with his consumers

is organized in headquarters of license holder (in distribution zones) and includes responsibilities of: public receiving office; trust line; press-secretary; supervisory control of service

quality of electric power customers

TASKS OF CHQS (QUOTATION FROM THE REPORT OF JSC “JALALABADELECTRO” CHQS):

«Explanation of conducted state policy in energetic field to the electric power consumers ;

Support of the “transparency” principle in the activity of distribution electric companies for society and mass media;

Improvement of company’s activity with the implantation of advanced ideas of customer service;

Creation of supportive image of distribution electric companies and improvement of public trust to the activity of electric network;

Assistance to electric power consumers in exercise of rights to use electric power;

Improvement of service quality provided in electric power industry”

REGULATORY STRUCTURE: Contract on electric service, Provision «Оn center of quality service and supervisor of quality

service” License holder’s customer service standard :

Sets general requirements of customer service (in presence, in absence, call-center, on-line, by mail etc.), mechanisms and rules of its work

Configuration Criteria Parameters (average number)

Service center in presence

Administrator servicing Wait in queue 10 minutes

Reception 5 minutes

Consultancy manager servicing

Wait in queue 20 minutes

Reception 15 minutes

Call agent (inspector-cashier) servicing

Wait in queue 20 minutes

Reception 10 minutes

Total customer service time No more than 60 minutes

CHQS MANAGEMENT AND ACTIVITY STRUCTURE:

Economic control Тechnical control

Informational connection

Мinistry of energy

Thus, Centers of high-quality service are the centers of follow up of electric power provider with his consumers

State department on FEC regulation

State inspectorate on energetic and

gas

Distributing electric companies

CHQS CHQSCHQS

1. EXPLANATION AND PROVISION OF INFORMATION

(ON THE EXAMPLE OF JSC «SEVERELEKTRO» WEB-SITE)

About companyManagementContacts

Press-centerNews PhotoAnswers and questions

Residential userBalance Rates Payment acceptance outlet Prices NPATrust line

1. EXPLANATION AND PROVISION OF INFORMATION (OTHER COMPANIES)

JSC «Vostokelektro» - updating is periodical, irregular

JSC«Оshelektro» - refreshment is very rare, last news from 26 december JSC «Jalalabadelektro» - web-site is

not working since 23 December 2011

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2. ACTIVITY OF PUBLIC RECEIVING OFFICE(ON THE EXAMPLE OF JSC “VOSTOKELEKTRO” FOR 2011 )

2. ACTIVITY OF PUBLIC RECEIVING OFFICECHQS REPORT:

How it is classified? What is quality of service?

2 main categories: Quality of service and quality of electric power

Class of problems JSC “Vostokelektro” JSC “Oshelektro”

JSC “JalalabadElektro”

JSC “Sever Elektro”

Limited consumption regime

3086 263 84 234

Wrong extension of invoices

2286 340 280 2415

Quality of service 3864 2092 489 562

Quality of electric power supply

1540 1081 256 6909

Replacement of energy accounting meter

3422 1021 174 846

Drawing up act 1414 176 1499 326

On the matter of employment

67 24 0 677

Total for 2011 15 679 4996 2782 11467

0 5000 10000 15000

JSC "Severelektro

JSC "Vostokelektro"

JCS "Jalalabadelektro"

JSC "Oshelektro"

Solved

Explained

Under consideration

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CHQS REPORT (DYNAMICS OF HANDLING):

How the gradation goes? What is «explained» and «decided»?

3. INFORMATION LINK AND PROVIDING INFORMATION :

Briefings with the participation of civil society and consumer organizations, as well as with the representatives of distributive companies

On the example of JSC “Jalalabadelektro” - • 32 video reports on “JTR”,• 8 video reports on “ElTR”, • 14 broadcasts on “7 channel” + video clip,• 8 messages – on radio “Kyrgyzstan

obondoru”;• 9 articles in regional newspaper “Аkyikat” • 4 articles in regional newspaper “Aimak” , • 41 messages on “Akipress” web-site , • 6 messages - «24 .kg» web-site.

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EPCP are the organizations of civil

society,

Working in the level of practical application : lend consultative assistance to citizens on the matter of electric power, instruct people, protect the rights of citizens in the sphere of energy power supply,

Promoting development of constructive dialogue with energy distributive companies;

CENTERS OF ELECTRIC POWER CONSUMERS PROTECTION:

PA «Novator», Ananyevo v., Issyk-Kulskiy rayon

PA «Novator», Grigoryevka v.

IC FPA «SZN»Karakol

PA«SZN», Teploklyuchenka v. Ak-Suiskiy Rayon, Issyk-Kul

PA «Elsen», Kara-Balta c., Jailskiy rayon, Chui

PA«Elsen», Kant c., Ysykatinskiy rayon, Chui

PA «SZN», Kyzyl-Suu v., Djetyoguzskiy rayon, Issyk-Kul

Target groups:

JSC «Vostokelektro», «Severelektro» - directorship and inspectors; Local government administration (LGA), Population and pressure group (district heads, local courts of

aksakals etc.)

CEPCP, Kadamjai uts

CEPCP – Naryn c.

CEPCP, Osh

CEPCP, Djalalabad

CEPCP, Tokmok c.

WORKING METHODS OF EPCP:

Creation of constructive interaction – three-way partnership – LGA, REC, ОГО

Providing people with information about rights and responsibilities of a consumer and a provider, about mechanisms of electric power consumers protection;

Reception of consumers’ appeals on the matters of electric energy consumption (Public receiving office);

1. DIALOGUE FORMATION Trilateral memorandum– JSC «Vostokelektro», regional

administration of Issyk-Kul, initiative group on the matter of electric power supply;

Conducting roundtable discussion in the presence of distributive companies (distribution zones, power supply company, SKO), local government administration

2. INFORMATION ACTIVITY

Information material are prepared by SF «Unison» in 2010-2011

3. ACTIVITY OF PUBLIC RECEIVING OFFICES (FOR 7 MONTHS, IN 2 PILOT OBLASTS):

For 7 months 157 claims examined, 34 – at the stage of dealing

3. ACTIVITY OF PUBLIC RECEIVING OFFICES (COMPLAINTS RESOLUTION)

Complaints about electric power supply are resolved:

Directly by an employee of distribution zones/distributive company

By the manager of SKO; Less frequently – on the level of REC directory; Less frequently – in a court case.

CONCLUSIONS:

Matter of quality service improvement is on the initial phase of development: mechanisms of lodging a complaint and solving system problems are not mastered and effective enough;

Quality service improvement and interaction with consumers may significantly elevate transparency and accountability;

Improvement of people’s legal literacy is an effective support of transparency;

Active participation of people, consumer groups, controllers and mass media is an essential element

THANK YOU FOR ATTENTION!

Nurzat Abdyrasulova,

DIRECTOR,Social Fund «UNISON»

Co-chair of Supervisory Board on FESTI of Ministry of Energy and Industry

Bishkek, 25 of February 2012