Results of 2022-23 AWP: over 5,000 eliminated emergencies and 1.8 mln customers’ requests. DTEK explained how it managed to ensure electricity supply to Kyiv during the most difficult heating season in the history of Ukraine
During the past autumn-winter period, DTEK Kyiv Grids specialists have eliminated over 5,000 emergencies on the city grid. 348 of them happened due to missile attacks and over 500 were caused by the emergency operation mode of the energy system. Overall, the company has restored power to 1 million customers over that period. 198 crews of electricians have been working on ensuring reliable operation of the grid and repairs on a monthly basis, 30 of which were additionally formed specifically to enhance emergency response.
Missile attacks caused damage of various scale to the Ukrainian energy system, leading to power shutdowns in Kyiv 14 times during the heating season and creating a shortage of available electrical power. In order to maintain operation of the country’s energy system and prevent larger destructions and blackouts, for the first time ever the company has created schedules of hourly shutdowns. Such actions of DTEK guaranteed stable provision of electricity to the city’s critical infrastructure facilities (hospitals, water utility facilities, heating stations, etc.) and fair distribution of the existing power among population. Such stabilization shutdowns schedules have been applied in Kyiv for 124 days.
“Despite all difficulties that the war have brought in our work, we managed to prepare the grids for the past winter. In particular, we have upgraded 126 kilometers of power lines and over 700 power facilities, 11 of which are high-voltage substations. This was possible thanks to 1,712 employees of the company. DTEK was a reliable support for Ukrainians during the most difficult autumn-winter period in the history of Ukraine. We will continue to do everything in our power to be the support and pillar of the country,” – noted DTEK Kyiv Grids General Director Denis Bondar.
War and outages have more than twice increased the number of requests to the company. There were 1.8 million of telephone calls alone. For comparison, there were 700,000 calls during the same period last year. In order to process such number of requests the company has increased number of contact center specialists from 32 to 50. At the same time, specialists of various levels put maximum effort to teach customers how to use company’s online services. Thus, number of company’s chatbot users has increased 5 times from 139,000 to 758,000, while the number of website visits has increased 4 times from 1.8 to 7.3 million. DTEK Kyiv Grids online services make it possible to get required services remotely, without operator’s participation, personal visits and calls: conclude agreements, request connections, submit meter readings and file applications for repairs.
The most difficult autumn-winter period in Ukraine has passed but DTEK Kyiv Grids have already started preparation for the next winter. In 2023, company’s specialists have planned, among other things, to repair and upgrade 100 kilometers of power lines and 832 power facilities, 12 of which are high-voltage substations, as well as to make a necessary stock of materials for restoration and repairs.
Glory to Ukraine!