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| Apa
NOVA Ploiesti / a Veolia Water France
company |
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APA NOVA Ploiesti has as activity field
the administration of public service
of water supplying and sewerage service
in Ploiesti city and it is the first
company in Romania in this field constituted
based on a public-private partnership.
The company started its activity
in June 2000 together with the concluding
of the concession contract with the
Local Council of Ploiesti. The company
associates are: Compagnie Générale
des Eaux - Groupe Veolia Water (73%)
and Ploiesti Municipality (27%).
Veolia Water, the main associate
of APA NOVA Ploiesti is the world
leader in the water field. Over 110
millions people all over the world
are the beneficiaries of the drinking
water distribution and the collection
of the domestic water services offered
by Veolia Water. There are 40.000
industrial clients added to these.
Apa Nova Ploiesti has 3 types of clients:
17.000 particular clients which represents
8-10% of the turnover; 1300 associations
meaning 75% of the turnover - this
category represents more than 80%
of the population; 1700 economic agents
(15% of the turnover), representing
companies, public institutions and
small merchants. Reported to the whole
population of 233.000 people, the
percent of the population served is
90% for the water supplying service
and 65% for the sewerage service.
The implementation of the Client Administration
System, based on the integrated systems
CRIsoft Organization Server (CROS)
at Apa Nova Ploiesti started in April
2002.
One of the main achievements of the
CRIsoft informatic system implementation
for client administration is the creation
of the first call center for clients'
relationship in Romania in the public
utilities field. There are centers
like this one only at two operators
of mobile telephony and these are
Orange and Mobifon.
This center of clients relationship
will permit a much better serving
of Apa Nova Ploiesti clients, using
three ways of communication: a call
center where the operators will be
trained to offer different information
about the bills, connections, desertions;
a back-office meaning a team special
trained to answer all written requests
of the clients in maximum 10 days;
a desk of clients relation for those
who want to come and talk about some
aspects that they are interested in.
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