A year in quarantine at DTEK Kyiv Regional Grids: 24x7 service, around 24,000 eliminated accidents and more than 1.3M requests process through remote services

Thermal power generation22 March 2021

Over the past year of DTEK Kyiv Regional Grids operation in quarantine, the energy workers eliminated around 24,000 accidents, checked the power supply to 289 hospitals and 67 schools across Kyiv Region. More than 1.3M customer requests received through remote channels were processed. The company developed online services for remote customer service that are fast, comfortable, and safe in a pandemic.

A year in quarantine at DTEK Kyiv Regional Grids: 24x7 service, around 24,000 eliminated accidents and more than 1.3M requests process through remote services

“DTEK is a reliable and conscious company. Over the year in quarantine, our workers eliminated 23,932 accidents. Special attention was paid to medical facilities. The energy workers checked the external networks that supply power to 389 medical facilities, including 28 hospitals that treat patients with COVID-41. We also handled 1.3M customer requests received through remote channels. We’ve made every effort to make sure that our customers are safe during the pandemic, and their homes and offices have a reliable power supply,” says Vitalii Shaida, DTEK Kyiv Regional Grids CEO.

In addition, over the past year, the company has made significant progress in the development of remote service services that have become in demand among customers in the pandemic.

During the year in quarantine, DTEK Kyiv Regional Grids updated and launched the following online services:

Viber and Telegram chatbots,
Merezhi Online, mobile application (available in AppStore and Google Play Market)
Conclusion of an electricity distribution agreement online;
Checking the status of the completed application for household customers or scheduling an appointment to the customer service center through the DTEK Kyiv Regional Grids website;

The company notes that remote services have become more popular among customers in a pandemic. During the year in quarantine, DTEK Kyiv Regional Grids processed 1.3M requests, which is 17% more than in the same period of 2019-2020.

Call center operators processed more than 1.2 million calls, which is 10% more than in the same period of 2019-2020;
The company's specialists gave 118,000 consultations via electronic means (e-mail, Facebook, website, personal accounts and messengers), which is almost 3 times more than in the same period of 2019-2020;

At the same time, the number of in-person visits to the service centers continues to decrease. Between 1 March 2020 and 1 March 2021, 108,000 customers visited the service centers, which is 35% less than in the same period of 2019-2020.

Emergency crews of the company, call center and social media operators are working 24x7, so that our customers feel comfortable and the power supply is uninterrupted during the quarantine.