The Electric Company (Shutterstock photo)
On the audit of the State Comptroller Matanyahu Engelman, it was found that the electric company failed to meet the target of the average waiting time at the 103 hotline in each of the years 2015 – 2019. The State Comptroller’s report strongly criticizes the conduct in question towards the customers.
The target set for each of the years 2015 – 2018 was 90 seconds, and the target for 2019 was 180 seconds. The average performance was between 194 seconds and 269 seconds in these years. It also appears that during this period there was a significant reduction in the targets from 90 seconds in 2015 – 2018 to 180 seconds in 2019.
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In 2020, this index was replaced by the index of compliance with the six-minute law, and the waiting time index was not taken into account for the purpose of weighting the wing, division and company score. Also, there was a deterioration in the waiting times at the 103 hotline, and they increased by about 159% in the years 2012 – 2019 from 104 seconds to 269 seconds.
Positively, it was noted that in the years 2018 – 2021, the Electric Company implemented the various steps stipulated in the reform, including reducing the number of permanent employees, reducing its share in the production segment by selling power plants according to the planned schedule, and taking internal efficiency measures.
Auditor Engelman pointed out that it is evident that the set of measures that the electric company is implementing do not lead to the necessary improvement in the efficiency of the company in particular and the efficiency of the electricity sector in general, and it is clear that further steps will be required to streamline the company and the electricity sector.
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