business plan for 2004 - EDP

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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
With regard to medium voltage customers, a total of 1430 transferred from the SEP to the SENV, which was at the root of the reduction of over 20% of the SEP sales in this segment when compared with the previous year. Electricity Sales in the SEP by Voltage Levels EDP Distribuição TWh 5.3 5.4 LV VHV + HV Electricity Customers and Sales in the SEP EDP Distribuição 5.5 5.7 5.8 Customer (million) Customer/EDPD worker The total number of customers has increased over the past five years at a compound annual rate of 2.2%, while the ratio of customers to employees in the distribution business rose from 586 in 1999 to 910 at the end of 2003. Electricity Purchases EDP Distribuição GWh 2003 2002 Var. % For SEP 38 045 38 972 (2.4%) REN 32 307 34 791 (7.1%) SENV 2 044 1 354 51.0% PRE 3 694 2 827 30.7% For SENV 4 216 993 324.5% REN 4 216 993 324.5% Total 42 261 39 965 5.7% The amount of electricity bought during 2003 for consumption by SEP fell 2.4% following the transfer of customers from the SEP to the SENV. However, the decline of purchases from REN was considerably less significant as a result of the sharp growth of purchases from PRE and from SENV. Commercial Service Quality 2003 - Annual Report - EDP Publication of the new RQS (Service Quality Regulations), which came into effect in February 2003, increased the efforts of EDP Distribuição to adapt to the new market conditions. Therefore, taking into account the full liberalisation of the sector in 2004, measures continued to be implemented during 2003 designed to optimise the quality of services provided to customers and to increase response capacity. As a result of these efforts, particularly the IT systems of a commercial nature that came into service, it has been possible to quantify the performance of the quality service indicators defined in article 30 of the General Service Quality Regulations. Despite the fact that it was not possible to comply with all the standards imposed by the RQS, it can be expected that, once the changes to the procedures in question are implemented, it will be possible to comply with them as a whole in 2004. With regard to waiting time at the centralised call center EDP complied with RQS as a result of the improvements compared with 2002. The RQS has still not complied with complaint response times despite the improvement. Centralised Telephone Attendance EDP Distribuição 100 80 60 40 20 0 Claims Appraised and Replied EDP Distribuição
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CONTENTS >> ORGANISATION OF THE INF
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The first, the Institutional Report
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EDP Group Consolidated Turnover EBI
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Spain 20032002 Var. % Number of Emp
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COMPANY HIGHLIGHTS >> 2003 • Hidr
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Francisco de la Fuente Sánchez, Ch
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assumed responsibility for preparat
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MESSAGE TO SHAREHOLDERS João Ramal
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BUSINESS PLAN FOR 2004 - 2006 EDP p
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Within the scope for the simplifica
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EDP CORPORATE OFFICERS (2003-2005)
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José Morais Cabral Non-executive D
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CORPORATE GOVERNANCE EDP - Electric
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1 Disclosure of Information >> 1.1
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The responsibilities and functions
Page 33 and 34: whose main function is controling t
Page 35 and 36: Comparative evolution of EDP shares
Page 37 and 38: Indicators - Capital Market (1) In
Page 39 and 40: of €335.2 million, of which €27
Page 41 and 42: financial operations and liabilitie
Page 43 and 44: 2 Exercise of voting rights and sha
Page 45 and 46: 3 Company Rules Internal Regulation
Page 47 and 48: 5 Management >> 5.1 Characteristics
Page 49 and 50: Policy of rewarding the members of
Page 51 and 52: 6 Group Management Support Services
Page 53 and 54: 7 Human Resources This chapter addr
Page 55 and 56: For the first time, a meeting of th
Page 57 and 58: 8 Pension Fund The Group companies
Page 59 and 60: 9 Information Systems The informati
Page 61 and 62: during 2003 by means of field infor
Page 63: • The larger number of environmen
Page 66 and 67: Following the sustained rise in 200
Page 68 and 69: Relatório & Contas 67/67
Page 70 and 71: Content 1. Energy Sector 72 1.1 Ibe
Page 72 and 73: 2003 - Annual Report - EDP The Cust
Page 74 and 75: 2003 - Annual Report - EDP • In S
Page 76 and 77: 2003 - Annual Report - EDP • Co-o
Page 78 and 79: 2003 - Annual Report - EDP The CPPE
Page 80 and 81: 2003 - Annual Report - EDP • Riba
Page 82 and 83: 2003 - Annual Report - EDP The Sopo
Page 86 and 87: 2003 - Annual Report - EDP Technica
Page 88 and 89: 2003 - Annual Report - EDP c) produ
Page 90 and 91: 2003 - Annual Report - EDP The foll
Page 92 and 93: 2003 - Annual Report - EDP In elect
Page 94 and 95: 2003 - Annual Report - EDP desired
Page 96 and 97: 2003 - Annual Report - EDP >> 1.3.3
Page 98 and 99: 2003 - Annual Report - EDP • Band
Page 100 and 101: 2003 - Annual Report - EDP Enertrad
Page 102 and 103: 2003 - Annual Report - EDP Of the v
Page 104 and 105: 2003 - Annual Report - EDP Direct a
Page 106 and 107: 2003 - Annual Report - EDP • To c
Page 108 and 109: 2003 - Annual Report - EDP • The
Page 111 and 112: FINANCIAL STATEMENTS - SUMMARY EDP
Page 113 and 114: EDP - Electricidade de Portugal, S.
Page 115 and 116: PROPOSAL FOR THE APPROPRIATION OF N
Page 117 and 118: ACKNOWLEDGEMENTS The Board of Direc
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