Annual Report 2010 - Enel.com

an annual statistical study. Overall, the Enel BE index rose
slightly from 2009, and is up more than four percentage
points since the first survey was conducted in 2003, despite
the increased competitive pressure that liberalization
has generated.
The Client in Focus (CLIF) program was launched in Romania
in April 2010. Its objectives include improving the
existing services by redesigning processes and procedures,
expanding various Customer Relationship Management
services and channels, enhancing virtual contact points
and introducing new sales channels. In 2010, under this
program, Enel debuted a new website, expanded call
center services and launched new payment channels. All
these changes were announced to customers through a
dedicated advertising campaign.
In 2010, in Spain and Latin America, Endesa developed
programs and actions to improve and make access to
electricity easier, removing language barriers or other obstacles
that may impede clear, effective communication
or developing and improving distribution infrastructures
in rural areas. Particular attention has also been paid to
raising awareness about the dangers related to electricity
and in education programs on the safe and rational use of
energy. Endesa also adheres to strict self-regulatory codes
that go beyond the scope of simple laws and regulations,
requiring truthfulness in commercial communications.
Alternative dispute resolution
Enel is now the only electric company in the European
Union to offer voluntary conciliation of disputes in Italy
to more than 28 million Italian residential customers, involving
all the national consumer rights associations. It is
a quick, streamlined and completely free procedure conducted
online that allows customers to resolve disputes
related to their electricity and gas service contracts with
the Company without having to go to court.
This project, conceived in 2004, was initiated in 2006 with
the signing of a Protocol of Conciliation and Regulations
for activating the procedure between Enel and 17 consumers
rights associations (members of the National Council
of Consumers and Users - CNCU, a body established by the
Ministry for Economic Development). The arbitration procedure
was tested for a year in the Region of Piedmont
in 2009 and was subsequently extended throughout Italy.
Since July 2009, over 1,600 conciliation proceedings
have been conducted with electricity customers on the
130 Enel Annual Report 2010 Report on operations
free and regulated markets and with gas customers.
On July 7, 2010, Enel signed a Protocol of Understanding
and Rules of Conciliation on an experimental basis with
three Italian regions (Lombardy, Emilia Romagna and
Puglia) and with the six major associations representing
small and medium-sized enterprises in Italy (Confartigianato,
CNA, Confapi, Confagricoltura, Confcommercio
and Confesercenti), thereby extending the conciliation
option to business customers.
This move has made it possible for over 2.5 million business
customers to take advantage of conciliation through
the local branches of the Business Confederations of
which they are members.
Society
Think global, act local. In fact, one word – “glocal” – sums
how Enel builds its relationship with its stakeholders each
day. It is a network of relationships of a multinational energy
company that must communicate and interact with
a variety of customers representing a range of cultures,
languages and socio-economic situations. This is the background
to Enel’s commitment to engaging in an open,
clear dialogue that focuses on the needs of the communities
in which it operates.
The Enel Group’s involvement in
the Global Compact
The Global Compact is a United Nations initiative that
brings together a network of companies, associations,
government organizations and NGOs, launched in 2000
by Kofi Annan, to encourage businesses to adopt socially
responsible behavior. Enterprises that join the Global
Compact agree to comply with ten principles on respect
for human and labor rights, environmental protection and
the fight against corruption. Global Compact participants
are required to report annually on the results achieved
(Communication on Progress) or else risk being excluded
from the initiative. Enel has participated since 2004 and
Endesa since 2002.
In October 2010, the UN Global Compact invited a select
group of companies, including Enel and Endesa, to
take part in a new initiative, the Global Compact LEAD,
with the aim of bringing together companies to serve as
leaders in undertaking to implement a global model of