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Enerjisa Enerji is one of the leading players in Turkey's emerging electricity market with its network investments, innovative and differentiated applications, efficiency and technology-oriented business models and competitive strategies for its customers and the sector.
Enerjisa provides electricity distribution, sales and customer solutions services under 9 different company structures from its own headquarters and regional locations, as well as 39 Customer Service Stations and 76 Transaction Centers with its wide field teams.
Enerjisa administrative affairs department stands out as a support department that plays a critical role in the success of the company by being responsible for many business lines and serving multiple locations. Enerjisa Administrative Affairs (AA) Team is responsible for managing cleaning, security, catering, Budget Management, Maintenance-Repair Construction Works, Contract Management, GSM services management, Travel-Accommodation services management, personnel vehicle management, building management, cargo and document tracking and fleet management processes from a single source.
Enerjisa Enerji has adopted inclusiveness as a corporate policy. it has implemented the "Equal Access" project in 2021 in order for its customers to receive the best service free from obstacles with the vision of providing equal opportunity to everyone, without leaving anyone behind, without excluding anyone.
Project; includes evaluating all customers, especially individuals with physical, mental or sensory limitations (disabled, elderly, pregnant, children, etc.) at all service points, transforming service points in the most appropriate way to physically equal access, and training the personnel to serve diversity.
While the Enerjisa Equal Access project makes physical conditions suitable for equal access, it is distinguished from its peers by the approach of improving equal service with the training provided to the personnel.
Starting Equal Access project, Enerjisa Enerji first cooperated with the Alternative Life Association to evaluate its competencies for serving people with different needs on 39 service stations. Each service station was evaluated in terms of accessibility, accessibility, service/product, toilet facilities and emergency actions.
After this current situation analysis, implementation plans were drawn up and implementations were carried out in 3 different areas:
Physical Enhancements:
Physical facilities of service centers, followable surface, availability of wheelchairs, disabled ramp, surface contrast applications, window film and non-slip tape etc. It has been made suitable for equal access with applications and mother rooms have been established for the use of customers with babies.
Technological Improvements:
Disabled help button and disabled WC alarm system have been installed. When the disabled help button located at the office entrance is pressed or the disabled WC alarm system is activated, the security is informed by the light warning system. On the other hand, the security coordination center, which is active 24/7, receives a warning and this center is monitored with cameras.
Service Development and Awareness Studies:
In order to ensure an equal approach in service, 49 personnel are provided sign language training, thus enabling customers to receive service in sign language as well.
All security personnel are trained in behavioral approach to differences. Definition and classification of disabled groups, prejudices against the disabled, attitudes, empathy, communication, stress management, anger control are some of the training content. This training will be repeated in certain periods.
The effects of the Equal Access project and other practices implemented to increase customer service quality were also reflected in Enerjisa customer satisfaction. Enerjisa NPS (Net Promoter Score) showed a record increase of 12 points in the level of customer satisfaction measured in real time at 60 service points at the end of 2021, while the monthly quantitative Customer Satisfaction Survey score (CSAT) increased by 3%. (This data is taken from the Enerjisa 2021 Annual Report.)
Nomination Title: EnerjiSA Equal Access Project
