Implementation

General Information System

1. The definition of specific indicators and the creation of tailored reports according to the needs of each client, with a view to conducting an optimal follow-up of the services execution under the relevant contract entered into with our client.

2. The customization of management processes according to the needs of our clients, tailoring the software and databases to the client's current procedures.

• Uploading of initial, organizational, spatial and operating data
• Implementation of our Annual Preventive and Predictive Maintenance Plan

3. Monthly management report.

1. Operating Unit Manager

The Operating Unit Manager is in charge of managing the relevant services contract, and has broad experience in the administrative, technical and commercial management of utilities under the scope of its responsibilities.

2. Operating Staff

We recruit our staff through an Assessment Process that evaluates both the candidate's technical knowledge as well as labor experience, vocation and helpfulness attitude. Our staff is trained on a regular basis and always has the necessary regulatory information at its disposal for the proper execution of its duties.

3. Staff Training

We have a Basic Training Plan and an Individual Job Profile in place. The training plans are prepared according to the needs and the quality of the services required. Our people are our assets and the essential key to our service.

One monthly report is prepared and submitted to the client for each site, including news, the progress made by the quality and performance indicators and the preventive, predictive and corrective measures implemented so far. This way, even though the client does not operate its facilities, it remains in total control. If any unusual events occur, special technical reports will be prepared, in which we will brief and advise our client on such events and also suggest solutions and improvements.

In May 2000, we were awarded the international certificate of approval ISO 9002 in Integral Operation and Maintenance of Buildings issued by Bureau Veritas Quality International for our Quality Management System.

In December 2009, acknowledging our permanent efforts to deliver quality in all our services, we were also awarded the certificate ISO 9001:2008 issued by Bureau Veritas Quality International.

In addition of feeling proud, we believe that having received these distinctions is another way of adding value to the services we provide, ensuring processes that reconfirm our clients' decision to choose Dalkia.