In 2012, the company branches for the first time submitted to regional tariff authorities reports on achievement of the quality indicator level planned for the year.
Activities of distribution grid companies in the field of work with consumers are evaluated, in particular, by the services provision quality indicator defined by Resolution No. 1220 of the Government. According to the methodology approved by order of the Ministry of Energy of Russia, this criterion is evaluated in three aspects: information capacity, execution discipline and effectiveness.
 The amount of services provided does not only determine estimate of the actions carried out but also affects the tariff rate. It is with account for this indicator that the state tariff authorities calculate the scale-up/scale-down coefficients ensuring the tariffs level conformity with the level of reliability and quality of goods supplied and services provided. In particular, the services quality criterion is taken into account during correction of tariffs established for the long-term regulation period (RAB).
 In 2012, the company branches for the first time submitted to regional tariff authorities reports on achievement of the quality indicator level planned for the year. All the seven branches of IDGC of the North-West achieved 2011 planned performance with account for allowable deviations.
 “This is a good result for the company illustrative of the management’s competent approach to planning and implementation of actions for improvement of work with customers. The next step is achieving not only execution but a considerable improvement of the planned service provision quality performance. Adoption of Standard “System for Centralized Servicing of Consumers of Services” will assist us in progress towards this goal,” asserts Chief Specialist of the Division for Interaction with Customers Olga Kotlyarova.