Every year the number of requests to IDGC of Centre — Lipetskenergo division constantly rises. So in 2010 Lipetskenergo had requests from 45 878 consumers, in 2011 – 78 919, and in 2012 – 136 308. Most of the requests received in the past year were applications for grid connection – 4813 pieces and provision of additional services – 17 978. The largest number of applications – 5595 pieces were received at the Lipetsk Customer Service Centre.
In total the service area of Lipetskenergo has 3 Customer Service Centres — in Lipetsk, Yelets and Dankov. Applications are also accepted from customers in all 18 Distribution Zones of Lipetskenergo. In these structural units of the branch the customer can get the necessary advice on all matters relating to energy supply; learn the legal, technical and organizational documentation, as well as leave a request for the provision of additional services and grid connection. Also, customers have the opportunity to apply to the branch and receive necessary information on the activities of the company in any convenient and affordable for them way: by mail, by phone at 8800 50 50 115, through the Internet reception on the website of the company at http://www.mrsk-1.ru.
Following the policy of customer focus in 2012 Lipetskenergo greatly expanded its range of additional services for customers. Today experts of the branch are ready to provide consumers with 7 kinds of additional services with a guarantee of their quality performance. Among them, such as maintenance and development of outdoor lighting networks; operational maintenance and repair of electrical lines and electrical equipment; reconstruction of power facilities IDGC of Centre for customers, removal / transfer of electric grid facilities; providing technical resources of IDGC of Centre; tests and diagnostics of electrical equipment; performance of the work within the customer’s competence in the implementation of the grid connection procedure; as well as the recently increasingly popular and most in demand among the population of the region (customers) service for installation and replacement of electricity meters.
Special attention in further enhancing the effectiveness of the activity to interact with customers in the past year was given to the improvement of skills of specialists. To this end, in 2012 staff were trained on the subject «Contractual relations and legal aspects of the interaction of grid companies with different consumer groups at grid connection» on the site of NP «KEU of EEC» in Moscow. High level of professionals responsible for customer relations was confirmed by the certification of personnel held at the branch.
In order to further improve customer service in 2013, the branch has scheduled to hold more than 100 events aimed at increasing customer loyalty.