business plan for 2004 - EDP

2003 - Annual Report - EDP
Technical Service Quality
With the objective of improving Technical Service Quality,
EDP Distribuição decided to increase the investment in
this area by about 20%. During 2003 there was a 50minute
improvement in the Equivalent Interruption Time
for Medium voltage Installed Power, or 12% compared
with 2002, leading to a final figure of 370 minutes.
Equivalent Interruption Time for Medium Voltage
Installed Power minutes
It should also be said that the violent fires that raged during
the summer of 2003, which was declared a national
disaster, affected a large number of distribution lines and
imposed frequent electricity cuts both for safety reasons
and at the request of entities involved in fighting the fires.
Therefore, the Equivalent Interruption Time referred to
above includes about 29 minutes that can be attributed
directly to these quite extraordinary causes outside of the
control of the company. Excluding this effect, the final
figure would have been 341 minutes, an improvement of
79 minutes or 19% compared with 2002.
EDP is committed to improving the Quality of the Service
provided to its customers. The Quality of the Service
provided is largely reflected in the parameters defined by
the DGE as well as in the intangible experience of the
customers when contacting the company via the different
channels. During 2003 a number of projects were put into
motion designed to bring the company closer to the needs
expressed by consumers. There was therefore a significant
reduction of energy interruption time that causes
problems of various kinds for customers, often for
reasons independent of the company. Major investments
were made in information systems designed to improve
damage response by the company, meter-reading
reporting and collections. There was a focus on the
attendance quality of the call centre, on greater efficiency
in response to applications for the supply of electricity,
and on the improvement and repair of infrastructures.
Many of these projects have already been fruitful in terms
of results. Others are pilot projects that are expected to be
implemented on a larger scale during 2004. In 2003 what
was transmitted in-house and communicated to the
outside world is that EDP will increasingly have to be the
benchmark as far as the quality of its service is concerned
because Quality is the basis of a solid company in an
increasingly competitive market.
Energy balance
Energy distributed in 2003 totalled 38 869 GWh, 5.3%
more than in 2002, of which 34 821 GWh in the SEP and
4 048 GWh in the SENV.
Energy sales in the SEP were down 3.1%. The very-high
voltage segment saw the greatest growth rate, 27.4%,
while the decline of the medium voltage segment reflects
the transfer of customers to the SENV within the
framework of growing liberalisation of the sector.
Energy Balance
EDP Distribuição GWh
>> 1.1.4 Non-Binding Supply Activity
2003 2002 Var. %
Energy Delivered to the Distribution
Network 42 207 39 941 5.7%
Own consumption by Distribution (79) (46) (72.6%)
Distribution losses (3 259) (2 990) (9.0%)
Energy Leaving the Distribution Network 38 869 36 905 5.3%
Sales of Energy at the SEP 34 821 35 947 (3.1%)
Very high voltage 1 115 875 27.4%
High voltage 3 640 3 396 7.2%
Medium voltage 8 565 11 186 (23.4%)
Special low voltage 3 042 2 880 5.6%
Low voltage 17 293 16 530 4.6%
Public lighting 1 166 1 080 7.9%
Delivery of Energy at the SENV 4 048 958 322.6%
EDP Group customers 2 724 644 323.2%
Very high voltage 0 0 -
High voltage 45 78 (41.6%)
Medium voltage 2 679 566 373.3%
Other customers 1 324 314 321.4%
Very high voltage 0 0 -
High voltage 68 104 (34.5%)
Medium voltage 1 256 210 497.1%
During the present stage of liberalisation of the market,
that began on January 1, 2002, all customers connected to
the grid in medium, high or very-high voltage are eligible,
that is, they are free to choose their electricity supplier.
Eligible consumption
accounts for about 48.5%
of national consumption.
84/85