Tallinn - Estonia

Following Estonia's independence and the subsequent opening up of the energy market, Veolia Energy-Dalkia set up in Tallinn (inhabitants 430,000), the country's capital city, to manage the city's urban heating network. As the largest heating network in Estonia, it covers the heating needs of 72% of the population.

The main challenges of this contract were to maintain and develop the heating network of the city by highlighting its economic and environmental benefits and enhancing customer service.

• Improving energy production and distribution efficiency.
• Enhancing the quality of customer service.
• Launching an investment policy to bring in new customers.
• Setting up environmental protection measures.

• Implementing dedicated staff to provide information to customers.
• Organizing information days tailored to every kind of customer (private homes, schools, public administrations, etc.) with a presentation of new services.
• Setting up a new billing system (with the ability to monitor and pay bills via internet).

Partnership with the Technical University of Tallinn, organization of terms spent in Veolia Energy-Dalkia units in France and open days at facilities.