Value for the market and for customers
We operate in the market of ensuring and improving the quality and safety standards of the service, both technical and commercial, from project launch and distribution network construction stages through to the end user.
Digital technology innovation is what we intend to invest in to improve our services and the overall efficiency of the distribution system. In particular, in the next few years we aim to develop digital technologies to improve network efficiency, simplify business process and optimise our human resources management.
These investments will lead to benefits in relations with customers and the sales companies, both in terms of content and relational methods.
As regards the sales companies, we are working to standardise the processes and upgrade the tools and corporate procedures with the aim of simplifying access and use of the services, as well as to guarantee safety and efficiency.
With reference to the community and customer service quality indicators on the other hand, in 2017 we again maintained our levels of excellence [LINK ALLA PAGINA “DISTRIBUIAMO IL GAS” NELLA SEZIONE “CONOSCERE ITALGAS”] achieved in recent years in relation to the quality standards established by the Authority.
In addition, we set up an operations contact centre with the aim of:
- improving service quality and increasing the proximity to end customers;
- streamlining and integrating the existing contact channels into a single system;
- creating a single point of contact where situations are recorded, accepted and form a basis of information for the start of targeted action to improve service continuity;
- eliminating the impact of business/service-related requirements on the Faults and Emergencies service.
Agreement with the consumer associations
Alongside the ongoing commitment to the community, we have worked to build open and collaborative dialogue with the consumer associations.
This is why in 2017, with 14 of the major consumer associations recognised by the National Council of Consumers and Users (CNCU), we signed a memorandum of understanding which aims to disseminate a gas culture and to make consumers increasingly aware and informed on the correct use of energy resources and the plan to replace traditional meters with smart meters (latest generation).
Through this agreement, we have set the cornerstone for the development of an active partnership with the community with a view to creating shared value.
ultimo aggiornamento 06 June 2019 09:54 UTC