business plan for 2004 - EDP

2003 - Annual Report - EDP
More dynamic relations with customers were also
brought about by the publication of commercial
information leaflets, by participation in various fairs and
exhibitions and by the organisation of EDP weeks at the
Citizen Shops.
Closer approach to customers was also the result of the
commitment to improve the channels of access to the
company, particularly through the involvement, in
Coimbra, in the new Citizen Shop. Attention is also
drawn to the implementation, with the sponsorship of the
Citizen Shop Management Institute and in partnership
with the local authorities, of 45 Citizen Attendance Posts,
in addition to the enlargement of the network of energy
and payment points through the PayShop.
The investment in the call centre was equally determinant
in giving faster access to the company. Its capacity was
increased through the installation of a further two
regional ACDs (Automatic Call Distribution) in Lisbon
and Oporto, in addition to those at Coimbra and at
Setúbal designed to provide decentralised attendance on
the occurrence of abnormal events.
Front-Office – Nº of Calls Attended
EDP Distribuição thousand
Back-Office – Nº of Tasks
EDP Distribuição thousand
Attention is drawn to the improvements to the EDP
website on the Internet, involving new contents and
existing functions, particularly of a commercial nature.
Partnerships were established with other portals and the
Virtual Shop was disclosed to a significant number of
local authorities.
With regard to rational use of energy, we would
emphasise the co-operation with the National Agency for
Energy and with the Regional and Municipal Energy
Agencies, in addition to the protocol entered into with
Quercus in respect of the promotion of the “Ecocasa”.
Mention is also made of the 2002 edition of the national
competition – EDP Prize – that distinguished corporate
customers that, in the various sectors of activity,
implemented measures directed at more rational use of
electricity.
Electricity Acquisition and Sales
Low voltage customers are of particular importance to
total electricity sales to the customers of the SEP,
accounting for almost 60%, up 4.6% from the previous
year.
Electricity Customers and Sales in the SEP
EDP Distribuição
Number of Customers Electricity Sales
(GWh)
2003 2002 Var. % 2003 2002 Var. %
Total 5 765 996 5 664 655 1.8% 34 821 35 947 (3.1%)
Very high voltage 15 11 36.4% 1 115 875 27.4%
High voltage 110 98 12.2% 3 640 3 396 7.2%
Medium voltage 18 980 20 377 (6.9%) 8 565 11 186 (23.4%)
Special low voltage 28 111 27 290 3.0% 3 042 2 880 5.6%
Low voltage 5 676 733 5 575 766 1.8% 17 293 16 530 4.6%
Public lighting 42 047 41 113 2.3% 1 166 1 080 7.9%
82/83