Szegedi Waterworks Ltd.

Customer relations is the "shop window" of Szeged Waterworks, as it is where the employees directly and frequently meet consumers and deal with their problems.

The experience of recent years shows that consumers are paying bigger attention to the standard of the service, the correct meter readings and the amounts on the bill.

All this encourages the company to endeavour to provide a consumer-oriented service at a very high standard.

The independent Customer Relations Office was set up in 1995 - which was the first step in the development of a client relations culture - then in 2000 the new, modern customer reception area satisfying all demands was set up. The simultaneous set up of the new, modern customer receptions area and an integrated IT system have resulted the provision of a quality service.

What we have already attained:

• Fast, polite administration, complaint handling.

• Work carried out according to the prescriptions of the ISO 9002 standard.

• Reduction of outstanding debts, improvement and levelling of the collection ratio.

What we would like to attain:

• To meet completely satisfied customers.

• To work with a reliable, precise, up-to-date database and IT system.

• To keep abreast of the European developments in customer relations systems.

• To provide our consumers with a quality service based on mutual trust.

ISO

Szeged Waterworks Ltd. is committed to environmental protection and in the interest of this it has been operating an integrated system for several years.

In March 1999, the company successfully completed an ISO 9002 quality assurance audit. With this it was the first water utility service provider in Hungary to obtain the attestation of the international certification system in the area of water production and distribution. In the following year the company successfully went through a review audit without comment, which is rare even on the international level.

In October 2001, Szeged Waterworks received the ISO 9001:2000 and the ISO 14001:1996 classifications. Since the certification audit, the company has been continuously operating the integrated control system, which successfully went through the review audit in 2005.

Apart from the basic activity, the construction of water utility installations - from planning to technical inspection - is now also one of the audited fields.

Customer is in the centre

A quarterly newsletter containing useful and public interest information, and the website provide help in setting up and maintaining a continuous connection with the consumers. Through the development of the communication channels, the consumers can give their water meter readings using the Internet and on a freephone number.

The soon available online customer service will provide the following:

- booking appointment

- changing data in personal database

- reviewing accounts

- requesting copy of the bill

- water metre reading