Brochure Teleriscaldamento - Il Gruppo Hera
Brochure Teleriscaldamento - Il Gruppo Hera
Brochure Teleriscaldamento - Il Gruppo Hera
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district heating division<br />
The Quality Charter of the district heating service<br />
In the <strong>Hera</strong> Group, the relationship with our customers<br />
is maintained following corporate values and<br />
principles: creation of value and social & environmental<br />
responsibility, quality and excellence of service,<br />
efficiency, innovation and continuous improvement.<br />
For this reason the District Heating Division, in full<br />
conformance with the Directive of the Italian President<br />
of the Council of Ministers on the “Principles of Provision<br />
of Public Services”, strives to follow the Quality Charter<br />
of the district heating service, which:<br />
• Constitutes a formal declaration of <strong>Hera</strong>’s<br />
commitment to its customers and as such is an<br />
integral element of the supply contract as well as of<br />
the regulations that govern the general conditions of<br />
supply of the district heating service<br />
In this way every customer is best protected, for both<br />
the efficiency of the service provided and the economic<br />
conditions. Thanks to the diversification of provisioning<br />
sources, energy recovery, the development of know-how<br />
and the opportunity to serve regions with high energy<br />
consumption densities, district heating is economically<br />
advantageous in industrial terms and therefore also for<br />
the regions that make use of it. In addition the quality<br />
of service is constantly monitored using exclusive<br />
procedures that, each month, enables the situation to<br />
always be kept under control.<br />
District Heating map<br />
• Identifies the fundamental principles to which <strong>Hera</strong><br />
commits to adhere in managing the service<br />
• Identifies standards of quality of service that <strong>Hera</strong><br />
is committed to respecting in conducting its activities,<br />
and constitutes the instrument for verifying customer<br />
satisfaction<br />
• Defines the relationship between <strong>Hera</strong> and its<br />
customers, in terms of the rights of participation and<br />
information, and establishes the procedures for the<br />
customers to make complaints<br />
Plant and network<br />
Under contruction<br />
Customers: 8.396 as at 31/12/08<br />
Lines: 312 Km as at 31/12/08<br />
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