IDGC of Centre has successfully passed a regular inspection audit for compliance with the requirements of the international standard ISO 9001:2015 (the quality management system, implemented since 2007) and ISO 50001:2011 (the energy management system, implemented since 2015). The audit was carried out in order to improve the efficiency of the quality management system and the energy management system, in 2019 it was covered by the executive office of the company and the branches “Voronezhenergo”, “Tambovenergo” and “Tverenergo”.
The evaluation activities were carried out by an independent certification body for management systems, products and personnel - the Russian Register Certification Association, which today has the largest number of international, national and industry accreditations, notifications and recognitions among Russian certification bodies. The management systems were assessed for compliance with legal, regulatory and contractual requirements, as well as in terms of performance in achieving goals. Production, management and support processes, as well as policies, objectives and management systems were analyzed.
According to the audit results, the auditors noted a high level of maturity of the company’s quality management system and energy management system. In particular, the decrease in the average duration of interruption in the power supply of consumers for 12 months of the previous year is indicated, as well as the development of value-added customer service, including the “turnkey grid connection” service.
“IDGC of Centre, as one of the leaders of the domestic power grid complex, consistently works to improve the quality of corporate governance. The results of the audit once again confirmed that the company complies with internationally accepted high standards in this area. We intend to continue to pay the most serious attention to this direction, because quality management is one of the key success factors for any business,” emphasized General Director of IDGC of Centre - the managing organization of IDGC of Centre and Volga Region Igor Makovskiy.
Improving the quality of the service quality management system resulted in the introduction of various methods for monitoring customer satisfaction. Thus, in the customer service centres of the company’s branches, a regular customer survey is conducted, and after the completion of the activities carried out on a request or a complaint, a written client feedback on the quality of service is provided. As a result, the integral assessment of customer satisfaction with the quality of services provided based on feedback from consumers in 2018 at the conclusion of the review (execution) amounted to an average of 4.55 points on a 5-point system.
As a result of the audit, the Company successfully confirmed the valid certificates in the field of quality management and energy management.