Dalkia Termo Prahova adopted since its creation a policy of constant improvements of all the company’s activities, especially those focused on our clients, based on processes and procedures with an evolution that can be measured and analyzed by using specific indicators.

This daily activity, based on measurable processes and easy to improve, was the subject of certification for hot water and heat production and distribution in July 2006, certification given to us by Lloyd’s Quality Register Romania.

Which are the short time results obtained by implementing these procedures?

A service with a continuity rate of over 99.5% during wintertime:

• Average between January and April:
  • 2004: 94.92%
  • 2005: 96.10%
  • 2006: 99.80%

A modern service, restructured in August 2005:

• the creation of a Call Center (common with Apa Nova Ploieşti)
• 20,135 calls received between August 2005 and March 2007
  • 93.62 % of them were answered in less than 20 seconds
• 7,334 letters received between August 2005 and March 2007
  • 87 % of them were answered in the delay imposed by Dalkia, much shorter than the national one.

Clients meetings (January - March 2007):

• Visits made by clients to the Clients Relations Office at the headquarters: 5,077
• Visits made by our Commercial Agents to the clients: 1,018