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Environmental and Social Performance Report
Loan number: 2422/7279 January 2010 to June 2010
PRC: Municipal District Energy Infrastructure Development Project
Prepared by Dalkia Asia Pte. Ltd.
For the Asian Development Bank
This report has been submitted to ADB by Dalkia Asia Pte. Ltd. and is made publicly available in accordance with ADB’s public communications policy (2005). It does not necessarily reflect the views of ADB.
SCHEDULE 18
SEMI-ANNUAL ENVIRONMENTAL
AND SOCIAL PERFORMANCE REPORT
FOR THE HALF-YEAR ENDED JUNE 30, 2010
SEMI-ANNUAL ENVIRONMENTAL AND SOCIAL
PERFORMANCE REPORT
(ESPR)
Reporting Period: January 2010 – June 2010
ESPR Completion Date: September 30, 2010
I. Introduction
A. Main Information
Dalkia (Jiamusi) Urban Heating
Co., Ltd.
Dalkia Sunshine (Harbin) Heat Power
Co., Ltd.
Incorporation 2007-4-5 2007-7-13
Corporate Structure
• Dalkia Asia Pte. Ltd. (65%) • Jiamusi New Times Urban
Infrastructure Construction and Investment (Group) Co. Ltd. (35%)
• Dalkia Asia Pte. Ltd. (95%) • Harbin Property Heating Group
Co. Ltd (5%)
Description
Owner and operator of a district
heating network serving the city of
Jiamusi, third largest city in
Heilongjiang Province, under a 25
year concession contract
Owner and operator of a district
heating plant and network in the
southwest of Harbin, capital of
Heilongjiang Province
B. Description
a) Dalkia Jiamusi
In 2007, Dalkia Asia signed a concession agreement with the municipality of Jiamusi, for a duration
of 25 years, to manage the former municipal heating company’s network and treble its size. Dalkia
Asia set up a JV, Dalkia (Jiamusi) Urban Heating Co., Ltd., with Jiamusi New Times Urban
Infrastructure Construction and Investment (Group) Co. Ltd. (which belongs to the municipality).
Dalkia Jiamusi is mainly involved in heating distribution. During the heating season 09/10, the
heating area was 8,532,203 m2. The main heat production sources are from 2 cogenerations which
belong to third parties. They are located at the West and East sides of Jiamusi. Dalkia Jiamusi also
owns a 100-MWth-boiler plant, “Jing Jiang”, located in the northern part of the town of Jiamusi, and
7 small peak-boilers plants in 2009.
Important improvements in energy savings and pollution reduction have been achieved while we
were improving simultaneously heating service quality
b) Dalkia Harbin
In 2007, Dalkia acquired majority interest in Yangguang, the company undertaking the development
and operation of the South West heating network of Harbin City. The remaining shares of Yangguang
are held by the municipal heating group of Harbin City.
Dalkia Harbin is both involved in the production and distribution of heating to supply the southern
part of the Yangguang District. During the heating season 09/10, the heating area increased to
2,822,938 m2. Dalkia Harbin currently owns a thermal plant (5 x 58MW HOB), and we are planning to
build a cogeneration plant; in addition, Dalkia Harbin owns 2 other small peak boiler houses.
Dalkia Harbin contributes actively to energy savings and pollution reduction.
C. Construction
Construction period can only take place between 2 heating seasons in reason of the extreme
weather conditions during winter.
New connection contract are signed after the heating season; thereafter detailed Planning / Design /
Procurement period starts and lasts approximately 4 months, thus construction works can only start
from July.
January February March April May June July August September October November December
Hearting Season
Planning / Design / Procurement Period
Construction Period
The reduction of primary energy use and CO2 emissions during heating seasons are mainly made
possible through:
The expansion of the networks which enable to connect building previously supplied by small coal boilers;
The energy efficiency through the installation of new substation (where the energy was supplied directly)
The improvements in operation (automation, temperature control, network control, production efficiency…)
The modernization and/or modification of the network which enable to supply energy more efficiently, and drastically reduce the water loss (Jiamusi);
II. Environmental and Social Management
A. Environmental Management System Implementation
In December 2009, the Environmental Policy of Dalkia China was updated based on our performance
of QHSE and we kept implementing it during the first half of 2010:
• environment impacts identification;
• emergency situation management;
• risk analysis / management;
• risk mapping;
• issued more procedures for operation & management;
• internal audit;
• organization optimization with QHSE standards in all
Chinese entities;
• qualified individuals and teams; and
• QHSE seminar & training.
Departments in each entity (highlighted in orange in the organization charts below) have been
implemented to develop environmental and social tools and procedures/standards.
These departments constantly communicate with Dalkia China’s QHSE team.
Moreover, a wide range of training courses and seminars were held during the first half of 2010 to
enhance our local teams’ ability and performance. The training targeted not only the employees in
charge of QHSE, but also operators and technicians, managers.
Technical Director
1
Assistant1
E.H
.S.
4
Heat networks branch 1
15
Heat networks branch 2
15
Heat networks branch 3
15
Fin
an
ce
7 HR
4
Co
mm
ercia
l 3
8
Ad
min
. 1
6
Co
ntra
ct 3
IT S
ecu
rity
5
Ma
in P
lan
t 1
03
He
at n
etw
ork
s 5
6
Tech
nica
l 1
0
Pu
rcha
se
9
En
gin
ee
ring
5
Eco
no
my
3
En
gin
ee
ring
pro
ph
ase
1
Chemical Workshop 15
Coal Management
6
ElectricalWorkshop
23
Boiler
Workshop 28
Automation Workshop
12
Main Plant Construction
General Counsel 1
Overhauling Workshop
11
GM1
DALKIA SUNSHINE (HARBIN) HEAT POWER Co., Ltd.
Operation VGM1
GM1
Technical Director
1
Administration VGM
1
Labor Union President
1
Operation D
ept.26
Purchase Dept.
16
ISO &
Safety Dept.
10
IT D
ept.6
Cost C
ontrol Team5
Technical &
Quality D
ept.13
Technical Director Assistant
1
Finance Director1
HR
Dept.
4
Com
mercial D
ept.113
Adm
inistration D
ept.59
Heat N
etworks
Branch 1
67
Heat N
etworks
Branch 2
88
Heat N
etworks
Branch 3
90
Heat N
etworks
Branch 4
82
Quality & Economic Manager
1
Legal D
ept.14
Finance Dept.
10
Female U
nion M
ember
1
DALKIA (JIAMUSI) URBAN HEATING Co., Ltd.
A complete list of the trainings that took place during the first half of 2010 is shown below (the ones
specific to QHSE are highlighted in yellow):
Jiamusi Harbin
Contents Position of attendees Name/Type of the training Contents Position of attendees Name/Type of the training
Case study-Individual heating reconstruction
operator technical/ operation
EHS Target 2010; Accident Reporting Procedures
All Employees EHS
Case study-Substation operation operator technical/ operation
Mask Usage and Maintenance Operator EHS
Case study-Heating supply regulation
operator technical/ operation
General training of PPE usage and maintenance
Operator EHS
Substation automation control operator technical/ operation
Heating network balance technology Network manager technical/ operation
Saphir training Instrument worker technical/ operation
Overseas training- Estonia heating network supervising and management
Technical manager technical/ operation
Fire Certification training EHS specialist EHS Substation supervising and management training
Network manager, EHS engineer
technical/ operation
Electrician Certification training Electrician EHS Navision training for sourcing and warehouse
Sourcing manager, Finance manager
technical/ operation
EHS specialist Certification training
EHS specialist EHS Saphir training IT specialist technical/ operation
Cost control system training statistician technical/ operation
Orientation training New employees Orientation
Pre-job training statistician technical/ operation
Effective Coach for line managers supervisor/manager Management
Instrument training statistician technical/ operation
Project Cost training Accountant Management
Quality management training line managers technical/ operation
HR relevant policy Introduction All employees Management
Effective Coach for line managers
Supervisor/manager Management Internal Control training Line managers Management
Internal Control for finance Finance staffs Management
DH system training Operator
technical/ operation
Basic theory of water and sewage
Chemistry attendant technical/ operation
Automation Control training Thermal operator
technical/ operation
Electrical devices training Electrical operator
technical/ operation
In addition, several new procedures were issued or drafted to standardize our managerial and
operation / maintenance process. The Emergency Situation Reaction Procedure and the Prevention
of Legionella Risk have been drafted and will be published during the second half of 2010.
Procedures are implemented to enhance skills of our employees, improve Dalkia’s overall operations,
and therefore ensure QHSE performance; these procedures include practical engineering, technical
methods, operational software, etc. according to Veolia group, international and national standards.
Our operations thus comply with national and local regulations / standards, and with Environmental
Policy stated by Dalkia Asia and Dalkia China as well.
Finally, special handbooks prepared by Dalkia Company were introduced to Dalkia China as guideline
for its management and operation such as:
Finally, Dalkia China shall annually report to Dalkia
headquarter about its energy consumption and general
efficiency, emission level, H&S situation etc. The reporting
shall be done at the beginning of each year.
This reporting is derogatory for each entity worldwide and
enables Dalkia Company to follow up and develop tools and
procedures to harmonize Dalkia Company’s overall
operations.
These indicators are published and shared within all entities.
III. COMPLIANCE WITH THE ENVIRONMENTAL AND SOCIAL REQUIREMENTS AS
SPECIFIED IN THE LOAN AGREEMENT
A. Compliance with Country Requirements
Each Dalkia’s entity needs to comply with national and local laws, regulations, standards and codes.
• As mentioned in the Reporting for Year 2009, the intranet of Dalkia China lists all the national
and local laws, regulations, standards and codes related to our operations and sector (bilingual
version). This list is continuously upgraded by a dedicated employee from Dalkia China. Every
employee has a continuous access. QHSE Department in each entity, under the supervision of
Dalkia China, has the responsibility to implement procedures to comply with these national and
local laws, regulations, standards and codes. The following pictures are snapshots of the
intranet pages where standards, laws and regulations can be downloaded:
• Internal QHSE inspections and audits regularly take place (the following picture show the Risk
Analysis Audit Report Cover Page and 2 example sheets). An action plan is prepared after an
inspection / audit (if needed), and its application and performance is under supervision of
entities’ QHSE employees and Dalkia China management.
Thanks to all the measures explained above, there have been or have no QHSE issues that did or will
lead to any event of default up to June 30, 2010.
B. Compliance with Environmental and Social Requirements
Existing projects are in compliance with the Environmental and Social Requirements defined in the
Facility Agreement and Dalkia policy as well:
• A Reporting System has been implemented to communicate on a Annually, Semi-Annually
and Immediate basis as defined in Clauses 17 and 19;
• Implementation of Schedules 7 and 8 (together with Schedule 17) is still in progress;
• Compliance with national and local laws, regulations, standards and codes;
• Integration in the organization of QHSE standards and procedures through management,
trainings, seminars, QHSE campaign and other means (handbooks…);
• Implementation of departments dedicated to HQSE;
• Implementation of audits and inspections ;
• Continuous reinforcement/improvement of the QHSE policies, standards and objectives;
• Continuous experience and competencies shared with Dalkia’s entities all over the world;
• Improvement of community relations.
C. Management of subcontractor & suppliers
As a part of a global company, we are aware that our sourcing strategies have significant impact on
the economic, social and environmental fabric of local communities. Since our choices can influence
our employees and community's quality of life -in either a positive or a negative way- we feel that
we have duty of care to heighten our subcontractors / suppliers' awareness and performance. While
being mindful to favour local outsourcing / purchasing, our teams are engaged in a gradual process
of bringing purchaser practice into line with sustainable development values and criteria.
QHSE requirements are included in every contract.
Subcontractors and suppliers selection generally consists of:
• Information Gathering: to optimize existing or find potential subcontractors / suppliers;
• Subcontractors / Suppliers Contact: through subcontractor / supplier identifying, quotation,
proposals, and tender or direct contact process, a respective contract may be made with the
subcontractors / suppliers;
• Background Review: References for product/service quality are consulted, and any
requirements for follow-up services including installation, maintenance, and warranty are
investigated.
Dalkia, through its long presence in China and particularly in Heilongjiang province, has established
an extensive list of local suppliers. Indeed, important synergies have be made in the selection and
control of subcontractors / suppliers due to 1) Dalkia Jiamusi and Dalkia Harbin have both the same
scope of business and 2) they are both located in Heilongjiang province.
Note that the subcontractors / suppliers proposals and contracts will be reviewed by the local senior
management and Dalkia China purchase team as well.
We continuously monitor our existing subcontractors / suppliers on sustainable development criteria,
insert contractual clauses in our relations with subcontractors / suppliers, introduce adherence to
sustainable development. However we also seek opportunities with new potential subcontractors /
suppliers which may further emphasize sustainable development.
The audit program and corrective action for any non-conformity raised will be monitored by the
management and contract review processes. These audits are designed to ensure that
subcontractors / suppliers’ services / products are meeting not only the required Dalkia’s service and
QHSE levels but also national and local standards.
We recognize the safety, health, environmental and ethical impacts of all outsource / supply
decisions, and will involve our subcontractors / suppliers in addressing issues that may arise and
expect them to assist us in minimizing any negative effects. We will not engage in any activity with
subcontractors / suppliers which might be deemed to be anti-competitive or in breach of any
statutory requirements in any country or trading region.
IV. ENVIRONMENTAL AND SOCIAL PROGRESS OF PROJECT(S) UNDERWAY
The development of heating surface, compared to Heating Season 08/09, did not lead to an increase
of the unit energy consumption. Through the improvement in the operation and maintenance and
efficient construction plans, our local teams succeeded in saving energy sensitively and in reducing
emissions on one part; and in improving heating services and customer satisfaction on the other part.
The main tasks of Dalkia Jiamusi and Dalkia Harbin, from the end of the heating season up to June 30,
2010, are to prepare detailed Planning / Design / Procurement to launch the construction.
Construction period is usually short (from July to October) as our local teams, in coordination with
the local authorities, prepare from the end of the heating season, construction planning and budget
to connect HOBs and develop network. This process can be challenging as property developer may
change their plans many times. Once Planning and Design are completed, our local teams launch the
procurement process which can last long as local teams, in coordination with Dalkia China, needs to
carefully review proposals in order to meet QHSE and budget targets.
Planning shall meet environmental and development requirements stated by the local government.
• During this reporting period, construction has not yet started, thus no delays have
occurred;
• During this reporting period, there were no environmental and social issues, or
unanticipated environmental or social impacts;
• During the reporting period, there were no land acquisition, resettlement, or indigenous
people issues;
• During this reporting period, there are no unresolved social and environmental status;
• Our local entities comply with the ADB, national and local Environmental and Social
Requirements.
In order to improve our operations and service quality, below is the description, status, and completion timetable of our EMS up to June 30, 2010:
Step EMS i tems Discription Enti ties Status
1Structure and
respons ibi l i ty
The Dalkia China has entrusted the Technical & Operation Department, in which
Environmental Dept. is involved, with the establishment and deployment of the Environmental
Management System necessary to the application of its Environmental Policy.
The subsidiaries of Dalkia has designated an environment manager, in charge
in particular of the deployment of this system within his/her scope. Done
2Environmental
pol icy
Dalkia China has defined its environmental policy (Zhang Zeming, Dec. 2008) in the framework
of the commitment to sustainable development of Dalkia Asia (Roland Schoorl, September
2008 ).
The subsidiaries deploy this policy within its scope and distributes to all its
personnel. Done
3
Identi fication of
s igni ficant
environmental
impacts
Dalkia China has identified main environmental impacts relating to environmental performance
associated with our activities. The priority risks and its relevant audit and inspection rules, to
verify the deployment of measures designed to comply with contractual obligations and
control priority risks, are in progress.
The subsidiaries of Dalkia Chiina should identify the installations and sites
concerned (priority installations), and evaluates the reality of the impacts
and risks on each one of them, in particular by deploying the audit and
inspection plans on these priority installations.
Partia l ly
done
4 Regulatory watch
Dalkia China is now defining a regulation management process that applies in particular for
requirements of national laws, regulations and standards about environmental protection and
sustainable development. Each Functional Department ensures a watch and updates, if
necessary, the provisions implemented in its domain (documents, tools, directives etc.).
Dalkia China makes sure that updates issued by the Country and the Group
are applied within its scope and conducts a watch and an update of its own
measures.
normal
5Tra ining of
personnel
Dalkia China is building a training modules based on the Group’s environmental management
system. Moreover, a level of application of the environmental aspect characterizes each
training module identified in the Group’s training catalogue.
Dalkia China and its subsidiaries are planning to raise the awareness of its
personnel to environmental issues and organizes training sessions for the
concerned people.
in progress
6
Emvironmental
management
program
Dalkia China has described the main operational impact control instructions (air releases, soil,
water, waste, noise etc.) and the emergency measures related to our major risks (pollution,
fire, explosion, leak etc.). Operating tools (CAM, energy management etc.) include
environmental instructions (the handbooks) related to its activities. Action plans are
implemented at the country level to control environmental impacts and risks. All these
measures form the EMP of Dalkia China.
The subsidiaries deploy the instructions and emergency measures within
their scope and the operating tools (or makes sure that those in place
incorporate regulatory and internal requirements on the environment).
Within their scopes they deploy Group & Dalkia China's action plans and
develop their own environmental impact and risk control plans, in particular
after audits and inspections performed on priority installations.
Partia l ly
done
7 Reporting
Dalkia China is identifying the main environmental data necessary to establish performance
measurement indicators in this field and to the progress of the action plans undertaken. The
reporting framework is described and managed by the Technical & Operation Department.
Data are annually reported to the Veolia Environnement Sustainable Development Report.
The subsidiaries take the measures necessary to the acquisition of data in
the required reliability conditions and supplies country reporting as well as
the Group reporting. At its level it analyzes progress and performance
indicators.
periodica l ly
updating
8Management
review
Environmental systems should be deployed and their effectiveness monitored by the QHSE
managers under the responsibility of the Technical and Operations Director. The latter
participates in the top management of Dalkia China.
The subsidiaries include in its annual management review the examination
of environmental systems within its scope, their effectiveness and decides
on the actions necessary as applicable.
in progress
9Customer
Relations
Dalkia China has designed offers focused on controlling the environment. Awareness and
reporting systems (satisfaction survey, complaint handling etc.) take into account the
environmental aspect.
The subsidiaries deploy awareness and reporting systems within its scope
with a large share aimed at environmental issues. It widely distributes
institutional media related to the environment.
Partia l ly
done
The implementation of the EMS is under the guidance of the General Manual and the EMS
Introduction Book:
V. SUMMARY OF SAFETY PERFORMANCE AND ANY CORRECTIVE ACTIONS
a) Accident and Incident data from sites
Jiamusi Harbin
Number of accident without Lost Days 0 1
Number of Accident with Lost Days 0 0
Number of fatal accident 0 0
Number of Lost Days from Accident 0 0
Frequency Rate FR1 (Accidents with Lost Days) 0 0
Frequency Rate FR2 (Accidents with and without Lost Days) 0 2
Severity Rate SR 0 0
The accident took place during the repair of a rain water pipe, and one finger of an employee was
injured by a small fixing part of the pipe. It was a slight injury which did not lead to a loss of working
day of the employee. FR2 is calculated as follows (Nb of Accident x 10^6) / Annual Average
Worked Hours / Total Staff
b) Highlights on H&S improvement
Jiamusi site
• Implementation of a range of H&S management procedures, which were released by Dalkia China during the first half of 2010, such as Dangerous Work Permission Policy, H&S inspection Policy, H&S Management Procedure for Construction Project, Special Equipment Safety Management Regulation;
• Implementation of a constant safety checking and appraisal system in working places;
• Implementation by the local EHS department of corrective actions due to some findings during inspections such as the lack of protective handrail in a dangerous area or the lack of wearing PPE;
• Reinforcement of the safety control for subcontractors, including signing safety agreement, issuing the EHS handbook for subcontractor;
• Completion of the modification of the fire fighting system in the coal transportation belt station of Jin Jiang boiler house (Dalkia Jiamusi’s largest boilers house);
• Completion of the regular testing for special equipments including boilers, hoisting machinery, special vehicles, etc;
• Installation of 345 safety signs, and 170 safety posters on site;
• Creation and implementation of non-smoking policy (modification of 6 H&S management
regulations and implementation of 2 emergency plans).
Harbin site
• Implementation of a range of H&S management procedures on site which were released
by Dalkia China during the first half year of 2010, such as Dangerous Work Permission
Policy, H&S inspection Policy, H&S Management Procedure for Construction Project,
Special Equipment Safety Management Regulation;
• Implementation of corrective action plans according to Dalkia China’s safety inspection and
local EHS team’s daily inspections (mainly same as findings in Jiamusi);
• Completion of the checking and testing for all lightning protection system;
• Installation of 240 safety signs, 120 safety posters and 25 emergency escape maps (in the
main heating plant and substations);
• Installation of 225 new fire extinguishers and implementation of necessary modifications
on the fire fighting system in the main heating plant in accordance with the local fire
fighting bureau requirements;
• Modification and implementation of the fire fighting safety management regulations, the
smoking regulation and PPE regulation management regulation;
• Creation and implementation of procedures to control dangerous works based on the
dangerous works permission policy of Dalkia China;
• Reinforcement of the safety inspection;
• Speed up the application process of qualification on special equipment;
• Completion of the regular safety testing for some electrical detection equipment and tools.
c) Trainings and programs on H&S
Jiamusi Harbin
Contents Position of attendees Name/Type of the training Contents Position of attendees Name/Type of the training
Fire Certification training EHS specialist EHS EHS Target 2010; Accident Reporting Procedures
All Employees EHS
Electrician Certification training Electrician EHS Mask Usage and Maintenance Operator EHS
EHS specialist Certification training
EHS specialist EHS General training of PPE usage and maintenance
Operator EHS
Quality management training line managers technical/ operation
Orientation training New employees Orientation
Effective Coach for line managers
Supervisor/manager Management Substation supervising and management training
Network manager, EHS engineer
technical/ operation
Effective Coach for line managers supervisor/manager Management
d) Fires and other Emergencies
During the reporting period, there were no fires, or explosions, or major accidental releases to the
environment.
VI. SUSTAINABLE DEVELOPMENT INITIATIVES AND COMMUNITY RELATIONS.
A. Any initiatives to improve environmental performance
Dalkia Jiamusi and Dalkia Harbin initiated some events or methods to improve our performances in
environmental matters:
• Pursuance of the installation of internal de-sulphurization system using the limestone
feeding system in order to reduce SO2 emission in Harbin.
• Progress in implementation of the “Continuous Monitoring System” (CMS) in order to
monitor emissions level more accurately in Harbin in cooperation with the local
Environmental Protection Bureaus (EPBs);
• Implementation, supervision, monitoring and improvement of the annual environmental
and safety plan and objectives, and key performance indicators (KPI) in all sites. Dalkia
China has strengthened QHSE policy and objectives for 2010 as shown below:
Items & Indicators 2007 2008 2009 2010
Number of Accident Without Lost Days 0 0 0 ≤10
Number of Accident With Lost Days 4 3 2 ≤2
Number of Lost Days from Accident 185 272 107 200
Number of Staff ( FTE) 261.2 743.8 1,019 1,019
Annual average Working Hours (WH)per employee 1,912 2,159 2,028 2,028
Number of fatal accident 0 0 0 0
Frequency Rate FR1
(Accidents With Lost Days) 8 1.9 1 ≤1
Frequency Rate FR2
(Accidents With and Without Lost Days) 8 1.9 1 ≤6
Severity Rate SR 0.37 0.17 0.05 ≤0.1
Number of pollution accident 0 0 0 0
Compliance to national pollution prevention policies 100% 100%
Exceeding emission standards of SO2 (in times) 9 (CTC1) ≤10 (Dalkia China)
Number of environmental problem complaints 4(Jiamusi) As few as possible
reduction of pollutant amount 10%(2009)
Remark 1: CTC means Dalkia Changyang Thermal Energy (Chongqing) Co., Ltd.
• We continuously implement and improve trainings as the steady improvement of our
staff skills will result in higher energy efficiency and service quality, and therefore will
positively impact the environment and the community;
• To ensure that the EMS is being well implemented in all our sites in China; we thus will
continue to internally audit our entities (safety situation audit, environmental impacts
identification and improvement, risk mapping, relevant external issues checking around
our sites, etc…).
B. Any initiatives to implement and improve sustainable development in operations
We progressively implement relevant initiatives for further improvement and obtain a sustainable
development in China by:
• optimizing the limestone feeding system and adjusting limestone consumption based on
the coal quality burned;
• renovating the ground of coal storage yard in Harbin in order to avoid any groundwater
pollution and explosion risks of fuel storage tank;
• implementing and improving trainings ;
• Defining and implementing a resettlement plan on the bases of Schedule 8 (from the
Facility Agreement);
• Keeping closer contact with community.
C. Customer Relations and satisfaction
a) General
In China, Dalkia has developed a corporate internet website in
Chinese in order to communicate about Dalkia Group and
specifically about its operation in Asia. (http://www.dalkia.cn/).
This website is not different from Dalkia Group’s corporate
website, except that there is a Chinese version.
Dalkia Jiamusi has developed many means in order to
communicate with the community as the acquired company
had been operating the heating network for many years which
is different for Dalkia Harbin.
b) Customers communication
The means below are detailed in the Reporting for Year 2009.
Newspapers
Internet
Local radio
Question stand in Jiamusi main square
Two new means were developed since the Reporting for Year 2009:
Public Service Ads: the “Q&A of Heat Campaign” was launched during last Heating Season in Jiamusi which comprises:
Info flash
Info flashes were daily broadcasted at around 8h00
(after news time) during the peak of heating
season. It presented key information, with images,
about the heating operations and systems.
Flyer
The flyers were distributed in 2 ways: in booths
and by home delivery.
It emphasizes more on principles and national
regulations than the info flash.
Customer survey sheet
Stick together with the flyer. Some booths were installed to collect
these customer survey sheets.
Film
Dalkia was authorized by CCTV and its source partners to broadcast a
science education film about district heating system.
c) Customers Services Improvement
In order to improve the service quality of our newly acquired entities, we implement new systems
that successfully work in our other operation sites worldwide.
Centralized Collecting Office
Before the acquisition, acquired entities heavily relied on “fee collectors” to recover heating fees. As
this method is not efficient, we decided to centralize the fees recovery into one sole collecting office.
Surveys
Dalkia has a constant will to improve its services. We
therefore do surveys and monitor the results as we
believe that it is a valuable way to assess the progress
of our operations. Currently, this method has only been
implemented in Jiamusi and we intend to implement
such method as well in Harbin. For example, small
customer surveys (shown below) were distributed in
Jiamusi during last heating seasons. (please refer to
section VI.C.b) for more details).
A managerial procedure for service survey is now at the drafting level and would be issued for all
entities of Dalkia China soon.
D. Community
a) Social responsibility
Through its ultimate mother company, Veolia Group, Dalkia has a strong social policy which reflects in our entities as well. Dalkia actively involves itself in the local community as we believe that not only through energy we can build a better environment but through the community as well.
Money Donation to disaster-hit area (such as the Qinghai earthquake in April 2010);
Donation of food to poor families;
Provide paid-works to jobless women to make up insulation quilts.
b) Awards (only Jiamusi)
Date Award Jury Level
February 2010 “Provincial Trustworthy Enterprise” Industrial and Commercial Bureau of Heilongjiang Province
Provincial
March 2010 “2009 trade union objectives management units” and “Advanced unit on creation, openness, democratic management”
General Labour Union of Jiamusi City Local
April 2010 “Jiamusi 3-stars company of 2009” Communist Party of Jiamusi City / Jiamusi Municipality government
Local
2010 “democratic management - advanced unit” Leading Group for Factory Affairs of Heilongjiang Province
Provincial
2010 “cities heating industry service -model unit" Department of Housing and Urban and Rural Construction of Heilongjiang Province
Provincial