#AskAboutTheLight: The head of DTEK Kyiv Regional Grids advises to use the company's remote services instead of in-person visits

Thermal power generation09 November 2021

Vitaliy Shaida, Head of DTEK Kyiv Regional Grids, advised residents of the Kyiv region to use online channels when there is a need to contact the company instead of going to the customer center themselves. Thus, they save their time and avoid close contacts, which is especially crucial during the lockdown. He told this during a virtual meeting with the DTEK Kyiv Regional Grids customers on Facebook as part of the #AskAboutTheLight project.

#AskAboutTheLight: The head of DTEK Kyiv Regional Grids advises to use the company's remote services instead of in-person visits

The company analyzed the statistics of customer requests. 67% of them go through online services. The remaining 33% go through one-to-one communication between customers and company employees at service centers (CSC) or over phone with a call center operator. At the same time, most of the issues that residents of the region solve through in-person visits can be resolved online.

“DTEK strives to become the benchmark for customer focus and implements high-level service standards. We create conditions so that our customers can solve all their electricity related issues using a smartphone. Therefore, we offer our customers to use reliable and fast online service assistants. They allow customers to submit meter readings, report or find out a cause of the power cut, request a connection to the network or increase power, apply for the meter-related services, and much more,” says Vitaliy Shaida, Director General for DTEK Kyiv Regional Grids.

The company has the following services:

Website for customers:

Information about the company;
Online services for concluding an agreement with the company, connecting to power grids, and submitting requests for the meter-related services;
Information about scheduled and emergency power outages;
Report meter readings;
Pre-registration to visit the CSC;
Contact information;

Chatbot in Viber and Telegram

Report meter readings;
Information about scheduled and emergency power outages, and recovery time;
Requests for a meter-related services;
Contact information;

Customer service centers

All electricity supply services (connection and disconnection of electricity);
Connecting to networks and increasing power;
Requests for meter-related services;
Requests regarding the power quality/reliability;

Call center

Call center works 24/7/365;
Power cuts info;
Requests regarding the power quality/reliability
Report about power cuts;
Consulting on general issues (conclusion of an agreement, new connection, debts);

Facebook:

Power cuts info;
Requests regarding the power quality/reliability;
Questions regarding meter-related services;
Consulting on general issues (conclusion of an agreement, new connection, debts);

Merezhi online mobile app

Report meter readings;
Information about scheduled and emergency power outages, and recovery time
Report about faults and breaks on lines;
Contact information;

During the live stream, Vitaly Shaida also answered questions from the residents of the region regarding the areas of responsibility between the distribution system operator and service providers, planned power outages and what to do when it is difficult to reach the call center.

The full recording of the #AskAboutTheLight session can be found here.