From the CEO's table
Economic forecasts for the Israeli economy in 2012 are mainly negative and require responsible behavior more than ever. The summer of 2011 marked a substantial change in the level of consumer awareness. The above trends dictate new objectives for all activities, including shorter response times in customer service, system maintenance and infrastructure development, without significant additional resources, a challenging but necessary process. In the work plan for 2012, emphasis was placed in increasing the output required from company departments, in the following manner:
* In framework of improved customer service quality actions will be taken to examine, modify and improve work processes directly influencing customer satisfaction levels, including ongoing assessment. This assessment not only relates to customer service division centers, but to the insurance department, maintenance department and private network departments in the sewage and water divisions.
* In order to decrease water amortization great emphasis will be placed on improving control reports using advanced technologies, e.g. Business Intelligence (BI). Additionally, several activities will be carried out to improve water consumption measurement data. Special attention will be given to Mevaseret and Abou Gosh. Furthermore, this year a pilot will be carried out with a contractor who will handle decreasing water amortization in the Atarot area. Simultaneously, activities that began last year will continue this year, including decreasing dynamic pressure, detecting water outbursts and upgrading water meters.
* Improved organizational effectiveness will include diverse actions to improve work processes this year, by refreshing and/or writing procedures, taking preventative actions and improvement due to quality tests, research etc. Furthermore, emphasis will be placed on activities to improve knowledge among company departments, creating an organization-wide communication channel and swift, reliable transfer of information using the organizational portal. Quality, safety, ergonomic and environmental monitors will continue leading and facilitating the company to new achievements in these areas.
Additionally, the company, through its subsidiary MBTI, is completing the new sewage purification plants that will upgrade the quality of sewage purification in the Jerusalem region. The company is also filing for the licenses and permits required to establish a natural gas distribution infrastructure (low pressure) in the Jerusalem region. Establishment of the above infrastructure by the company will bring positive tidings that will improve consumer welfare with ecological benefits.