business plan for 2004 - EDP

2003 - Annual Report - EDP
The Customer as the central entity of EDP’s business
The customer is the centre of attention of the EDP Group.
Both in the energy sector and in telecommunications or
information technologies, the Group has increasingly
centred on meeting the expectations of its customers. In
the electricity business, EDP has altered its processes to
reduce the bureaucracy of its interface with the customer.
In 2003 the Group started an internal project to prepare
for the full liberalisation of the industry, which will come
about in 2004 and will essentially involve transforming
EDP into a provider of energy solutions even closer to its
customers. This project brings about functional, process
and image alterations that are sure to make the Group
even more proactive in this area.
In the telecommunications area, too, through ONI, the
Group is focusing strongly on the development of lasting
relations with its customers. During 2003 segmented
products were launched via various channels, answering
the more specific needs of its users. Generally speaking,
ONI focused on and will continue to centre on serving
key segments with simple, economic products designed
to fill the gaps felt by customers in the telecommunications
market.
In the information technologies area, the focus on
customer is no less. Through EDINFOR and its associate
companies, the EDP Group has reached an increasing
number of customers. Traditionally a company that
provided services only to the EDP Group, EDINFOR has
increasingly become a technological solutions company
both in Portugal and abroad, operating in a highly
competitive market in which customer satisfaction is the
key to success.
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