2007 ANNUAL REPORT Power Corporation - Aboitiz Equity Ventures

Gone are the long queues at VECO’s full-service center at the SM City (at left) and in Talisay.
To ensure uninterrupted service to hospitals, water service providers,
airport, city hall and other government offices, military and police
institutions, DLPC has a 54.7-MW standby power plant. On a sustained
basis, it can generate 40 MW and serve 17% of DLPC’s peak demand of
235 MW.
To minimize or totally eliminate service interruptions during
maintenance or load transfers, DLPC has a 33 MVA mobile substation to
either replace substations that need to undergo prolonged maintenance
or act as backup should one of its substations need repair.
For its part, VECO is unceasing in its search for new ways to serve its
customers better.
In the first quarter of 2007, the company, together with UnionBank and
Bancnet Philippines launched its online payment system. Customers
can either pay their electric bill online through Internet banking or via
Automated Teller Machines.
In October 2007, VECO opened its Talisay full-service center for
customers in the southern part of Cebu. Modeled after the first fullservice
center in SM City Cebu, the new one-stop shop facility provides
a complete range of services from collection, payment arrangements,
complaints handling, application processing and metering services.
Gone are the long queues with eight tellers now handling customers’
concerns simultaneously.
In May 2008, the company made a major move as it transferred the
frontliners of its Line Services Department (LSD) based in the company’s
corporate headquarters in Banilad to the SM mall. The LSD receives and
processes power applications for above eight kilowatts per month
consumption. The transfer makes the department more accessible
to customers and adds another service to the SM center.
The company also has a dedicated team assigned to handle
the needs of “strategic” customers, those with a kilowatt-hour
demand of 500 kilowatts and above. The Key Accounts and Retail
Supply Department under the Utility Economics Group, is tasked to
keep strategic customers satisfied in order to attract, retain and/or
recover them, once open access and retail competition are in place.
Formerly known as the Power Marketing and Sales Department,
the group was created in 1999 in anticipation of open access as
mandated by the EPIRA. To address this challenge, Key Accounts
representatives take extra care of the needs of these strategic
customers and make monthly visits offering value-added
services such as thermal scanning, IV scanning, load logging and
transformer testings.
In terms of customer service, VECO’s service level statistics have
improved by leaps and bounds. Its emergency response times
are now at par with those of Davao Light. The same goes for
meter installations. Its same-day and one-day meter installation
statistics are at the same high level as Davao Light.
The goal of Aboitiz Power companies is to achieve consistency
in efficiency and customer service delivery for all its customers
and ultimately be the utility of choice once open access and full
competition are in place.
In October 2007,
VECO opened
its Talisay fullservice
center for
customers in the
southern part of
Cebu, modeled
after the first one
in SM Cebu.
ABOITIZ POWER CORPORATION ANNUAL REPORT 2007 • 39