- CODENSA is the first company to develop and provide other firms a guide for the implementation of an inclusive customer-service model.
- This initiative falls within the company’s strategic guidelines and objectives, aligned with the global diversity policy of the ENEL Group.
- The guide is part of major changes within the Company that include the modernization of its service centers at an investment of close to COP 26,900 million, and the training of all customer-service employees.
CODENSA, an ENEL Group company, launched its first Inclusive Service Guide, a new instrument that provides orientation in the development of a new comprehensive service model based on the concept of inclusion. The guide contains the most relevant aspects to be taken into consideration for all levels and processes within a company, as part of the implementation of a culture of providing appropriate service to everyone, without exception.
CODENSA is the first private company in Colombia to develop such a guide, inspired by the provisions of the UN Convention on the Rights of Persons with Disabilities and in accordance with the criteria of the Enel Group regarding sustainability, equity, equal opportunities and respect for other people's differences.
This guide will be available for companies that seek to adapt and apply it to their own model.
Interested companies and/or individuals can access the Inclusive Guide through our website, www.codensa.com.co
In the case of Codensa, this fist version was oriented toward implementing service provision for disabled and elderly customers.
The Guide covers three topics on inclusive service.
- The first of these is how to embrace inclusion as a fundamental value within the culture of organizations.
- The second encompasses the processes and procedures to consider and modify in order to implement an inclusive service model through practical examples.
- The third identifies the main competencies to be developed in employees responsible for customer service.
The guide is the result of two years of hard work by Codensa in an agreement signed with the Saldarriaga Concha Foundation, a pioneer on the issue of inclusion that has lent its considerable experience and knowledge to make the Codensa is Inclusive program a reality.
Codensa is Inclusive joins the projects developed as part of the strategic guideline the company has been developing in its conviction to provide inclusive customer service and to become a benchmark among public utility companies in Colombia.
“At the Enel Group companies, we continue to work to provide service of an increasingly high standard and closer to our customers. We believe in conviction-based service, thus we invest in initiatives that materialize as real events, such as the Codensa is Inclusive program, which concretely facilitates the growth and development of elderly or disabled people”
In addition to the Guide, training plans were prepared for 100% of the advisors at each of the Company's service centers. The training focused on strengthening necessary skills in employees who provide service to elderly and disabled customers, such as: social commitment, non-verbal communication, assertiveness, empathy and service orientation, all of which have been identified as basic tools for providing high-quality service to the program's target demographic. These training sessions included case studies on real situations, and group work with elderly or disabled people for collective construction in accordance with the prevailing reality.
INCLUSIVE SERVICE
As part of this Inclusive Service plan, Codensa has been renovating and modernizing its service centers, one of the focuses of which has been implementing infrastructure and features for access of disabled individuals, such as ramps, Braille signage and priority lines, as well as modules for easy access by wheelchair users or short people.
With COP 26,900 million invested to date, ten service centers in Bogotá and Cundinamarca have been adapted for accessibility: Chapinero, Avenida Suba, San Diego, Venecia, Soacha, Calle 80, Suba 91, Madrid, La Mesa and Villeta. Work on the modernization of the remaining ten centers will continue in upcoming years.
BILLING IN BRAILLE
Codensa has been a pioneer of inclusive service provision in Colombia. Twelve years ago, the company introduced electricity bills in Braille so that people with visual impairment can read their contents. Codensa still remains the only public utility company in the country to do this. These bills are currently issued to 34 customers who have requested them, with almost 4,400 sent out to date.
In this way, the company continues to work on the development of strategies and programs to improve its customer service, allowing it to become a leader in inclusive and equal service.
ABOUT THE ENEL GROUP – CODENSA
Codensa is part of the Enel Group, a multinational of the electricity sector in the power generation and distribution business. It is the leader in the global markets of electricity and gas, focused on the markets of Europe and Latin America. The Enel Group, with operations in over 30 countries on 4 continents, manages the power generation of more than 96 GW of net installed capacity and distributes electricity and gas through a network that covers approximately 1.9 million kilometers. With 61 million end users around the world, Enel is one of the main electricity companies in Europe in terms of reported EBITDA and installed capacity.