Annual report 2014

RU Go to Lenenergo

Focusing on customers

The Company aims to provide non-discriminatory access of consumers to networks and working to improve its business processes of technological connection and implementing the best practices of customer-focus approach.

IMPLEMENTATION OF THE STRATEGIC OBJECTIVE FOR REENGINEERING OF THE TECHNOLOGICAL CONNECTION PROCESSES IS ON

IN THE REPORTING PERIOD, UNPRECEDENTED DYNAMICS ON THE EXECUTION OF TECHNOLOGICAL CONNECTION CONTRACTS WAS PROVIDED. BY THE END OF 2014, LENENERGO CONNECTED 14,767 APPLICANTS, TWO-FOLD EXCEEDING THE INDICATOR OF 2013. THE VOLUME OF CONNECTED CAPACITY OF LENENERGO (EXCLUDING CONNECTION OF GENERATING FACILITIES AND THE FACILITIES CONNECTED ON A TEMPORARY SCHEME) INCREASED BY 43% Y-O-Y.

In 2014, Lenenergo continued to work on the introduction of fundamental new standards for connection to the grid.

Lenenergo completed the task of the Agency for strategic initiatives ahead of schedule to reduce the number of steps necessary for signing technological connection contracts. In the first stage, the service is available for privileged categories connecting power up to 15 kW in the Leningrad Region, for connection of which is not necessary to perform strengthening of the grid.

Today Lenenergo is among the leaders in introduction of innovations in improving the customer service quality. The Company was the first in Russia to introduce the project 8-800: 3 steps — 0 visits, through which the customer can call a single toll-free number and submit an application. Lenenergo will complete the rest of the stages, from development of specifications to supply and opening of the personal account in the sales company. The introduction of new standards enables applicants to avoid self through the complicated procedure of technological connection, making it more transparent and excluding the participation of intermediaries.

When the application is submitted, Lenenergo specialists prepare the contract of technological connection and develop technical specifications. Work on the actual connection will be carried out by mobile teams of Lenenergo in a single day. The cost of work for applicants, to be performed by Lenenergo, will be calculated by the Company’s specialists and announced at the contract signing.

In 2014, Lenenergo reduced the time of preparation of draft contracts for technological connection in St. Petersburg by 45% and in the Leningrad Region by 35%.

In 2014, 105 entrepreneurs addressed the Public reception, 169 issues were considered
14.7 thousand
of applicants
were connected in 2014

The Company is actively simplifying the process of connection to electric networks of small and medium businesses. Jointly with the Public Council on small business development under the Governor of St. Petersburg, the Company opened a Public reception in the House of entrepreneurs where the technological connection specialists receive weekly the representatives of small and medium businesses and in an individual order, consider any issue related to technological connections. In 2014, 105 entrepreneurs addressed the Public reception — 169 issues were considered.