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Darika Sulaimanova , Civic Foundation UNISON ww.unison.kg

Network of Community Energy Advocates and analysis of the work of Energy companies’ Centers for Quality of Service. Darika Sulaimanova , Civic Foundation UNISON ww.unison.kg. Bishkek , September, 26 - 27 , 20 11. About UNISON:. Main activities on energy:

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Darika Sulaimanova , Civic Foundation UNISON ww.unison.kg

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  1. Network of Community Energy Advocates and analysis of the work of Energy companies’ Centers for Quality of Service Darika Sulaimanova, Civic FoundationUNISON ww.unison.kg Bishkek, September, 26-27, 2011

  2. About UNISON: Main activities on energy: - Public Interests in Energy Sector and governance; - Sustainable Energy (EE&RES); - Education and Training independent and non-profit organization working on international and national levels 2

  3. Interaction plan: • Introduction: quality of electricity • Centers for Quality of Service: • Statistic data; • Analysis of activities and reports, • Questions for discussion. • Community Energy Advocates (Centers for protection of consumers of electricity): • Statistic data; • Cases with improving of quality of services, • Conclusion 3

  4. Quality: electricity is good and service 1) Good (product) of a special kind: • Quality: (U=220V ±5%), • Continuity:(max1power outage in month); • Reliability 2) service: • territorial, • organizational, • informational availability of services

  5. Normative documents: • Contract for Electricity Supply, Terms of Use Electricity, • Standard of Service of Licensee’s Customers: • defines the general requirements of customer service (by phone, mail, call-center, online, etc.), mechanisms and rules for their work

  6. Current mechanisms for consumer: Supplier (JSC «Severelectro») Public authorities Help-line Public Reception of the Ministry of Energy Public Reception Regulator (under the ME) Center of Quality of Services State Inspectorate on Energy and Gas Customer Community Energy Advocates Rapid Response Service – for Bishkek - 185 Court

  7. 1. Centers for Quality of Service: «... organized in the Head Offices of the Licensee with the inclusion of their duties following options: • Public Reception; • Help-Line; • Press Secretary; • Surveillance quality customer service of the consumers..» from the Regulation "On Centre for Quality of Service and Inspector for Quality of Service", the Ministry of Energy, No.318, 4.10.2010 . 7

  8. information Economical regulation Technical regulation The management structure of Centers: The Ministry of Energy The State Inspectorate on Energy and Gas The State Department on FEC Regulation Distribution companies Center Center Center Thus, the Centers for Quality of Service is a Feedback Center of the Supplier with its customers

  9. Web-site of JSC «Severelectro» • About Us • Structure • Contacts • Press Center • News, • Photos, • Q&A • For domestic customers • Balance, • Tariffs, • Payments, • Prices, • Documents, • Help-line

  10. Statistic data on Center for Quality of services in JSC “Severelectro” 10

  11. Reports of Centers (structure of cases): What is the process of classification? What is the quality of service? 2 main types: Quality of Service and Quality of Electricity

  12. Reports of Centers (claims processing): What is the process of classification? What is "explained" and “decided“? 12

  13. Issues on increasing the quality of services: • WHO: Managers of quality of service - the former controllers and employees of energy distribution - protection of the interests of the company? • WHAT: Quality Centers - a public reception, press center or supervision of quality? • WHERE: structural location of quality centers - who are accountable, and whose interests? • HOW: What kind of report should be provided? What kind of service quality indicators should be used? How to improve the quality?

  14. 2. Community Energy Advocates (CEA) is: • civil society organizations, • working at the level of practical application - consultancy support to citizens on issues of electric supply, public education, protection of citizens' rights in the supply of electricity, • promoting constructive dialogue with the electricity distribution companies

  15. Community Energy Advocates - network: ОО «Новатор», с.Ананьево, Иссык-Кульский район ОО «Элсен», г.Кант, Исыкатинский район, Чуй • JSC«Vostokelectro», «Severelectro»; • Local authorities, • Local communities and initiative groups (local courts of elders, etc.). ОО «Новатор», с.Григорьевка ОО «Элсен», г.Кара-балта, Жаильский район, Чуй ОФ «Акцент», с.Тюп, Тюпский район, Иссык-Куль ОО «СЗН», с.Теплоключенка, Ак-Суйский район, Иссык-Куль ИК ФОО «СЗН» г.Каракол ОО «СЗН», с.Кызыл-Cуу, Джетыогузский район, Иссык-Куль Target group:

  16. Statistic data on CEA’s activities(Issyk-Kul region) 7 months, 157 considered cases, 34 cases in the process of dealing

  17. Case 1: Increasing of quality of service through education of people about rights • According to the agreement, meter and wires before him are the property of the Distributor; • The established practice of areas of electrical networks - guidance to consumers to buy wires and meters themselves as the responsibility of consumers; • Series of information share and distribution of information material among the public - with an explanation of the basic rights and obligations of both sides; • As a result - restriction of the practice of purchasing meters without compensation.

  18. Case 2: Improving of quality of service through the public participation • Ananyevo village, Issyk-Kul region: controllers bring to the consumers electricity bills with the specific date of payment - 3-5 days after the readout; • The established practice of areas of electrical networks – disconnection of electricity supply on next day in case of nonpayment, or they simply charge "connection fee"; • With the support of CEA the statement-complaint were made ​​ by citizens, and was carried out a meeting of Local authorities, CSO specialists, controllers and public; • The results of the meeting -were an increase in the payment term up to 10 days (by the contract), the cancellation of connection fees.

  19. Conclusion: • Issues of improving the quality of service is in the initial phase of development; • Improving the quality of service and interaction with customers can significantly increase transparency and accountability; • Legal Literacy of the population is an effectively tool for improving transparency and quality of electricity supply; • Active participation of local communities, consumer groups, the regulator itself and the media is required

  20. Thank you for attention! Darika Sulaimanova, Civic Foundation UNISON www.unison.kg Bishkek, September, 26-27, 2011

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