One year in quarantine at DTEK Odesa Grids: 24x7 service, more than 2,200 eliminated accidents and new remote services

During the last year in quarantine, DTEK Odesa Grids worked 24/7 to ensure reliable power supply for the residents in Odesa and across the region.

“DTEK is a conscious business. Over the year in quarantine, DTEK Odesa Grids eliminated 2,243 accidents in 696 settlements and returned electricity to 714,000 customers. The company workers did an additional inspection of external networks that supply power to 1,035 medical facilities in Odesa and the region, including 71 hospitals that treat patients with Covid-19. The company workers processed more than 1.1 million customer requests through remote channels. We 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 Oleksandr Fomenko, DTEK Odesa Grids CEO.

In 2020, DTEK Odesa Grids together with the Rinat Akhmetov Foundation, within the framework of the project “Combating COVID-19 in Ukraine”, donated two modern ventilators to hospitals in Odesa and the region. One device went to the Odesa Regional Center of Socially Significant Diseases, and the second one to the Central Podolsk District Hospital.

In addition, over the past year, the company has made significant progress in developing the company's remote services, which have become quite popular among customers during the pandemic.

Over the year in quarantine, DTEK Odesa Grids updated / launched the following online services:

• Chatbot in Viber and Telegram;
• Official Instagram account;
• Option to conclude an electricity distribution agreement for private customers online through the website;
• Checking the status of the submitted application for private customers or scheduling a visit to a Customer Service Center using the DTEK Odesa Grids website;

The company notes that remote services have become more popular among customers in the pandemic. During one year in quarantine, DTEK Odesa Grids operators processed 1.1 million requests, which is 38% more than in the same period of 2019-2020.

· More than 1 million requests were processed by call center operators, which is 35% more than in the same period of 2019-2020;

· The company gave 38,000 consultations via electronic means (e-mail, official Facebook pages of the companies, website, personal accounts and messengers), which is almost 4.5 times more than in the same period of 2019-2020.

At the same time, the number of in-person visits to service centers is decreasing. Thus, between March 1, 2020 and March 1, 2021, 167,000 customers visited the service centers, which is 35% less than for the same period in 2019-2020.

The company's emergency crews, call center operators, and social network administrators are working 24x7 to ensure that customers feel comfortable during the pandemic, and that their power supply is uninterrupted.