Customer and employee safety comes first during COVID-19

The COVID-19 virus has also had an impact on the work of Eneco’s technicians. Of course, the safety of both customers and employees is a main priority. Energy is a primary need, so many activities must continue even during the pandemic. This includes installation work, maintenance and troubleshooting.

Customers can count on Eneco during the pandemic as well

During the first period of lockdown, Eneco had to do some serious brainstorming. There were many questions that needed answering. Our customers were worried that our technicians might infect them with the coronavirus, and vice versa of course. In short, this called for a structural solution. Eneco put together a special COVID-19 team for its technicians and established clear protocols. The starting point was strict compliance with government and RIVM guidelines, on the one hand, and the continuation of critical business processes, on the other. Staff began working from home instead of the office when possible, but essential work can still be carried out at the customer’s premises or on location under strict guidelines.

Social distancing

Prevention is better than cure
Protocols have been drawn up for every conceivable situation. This prevents uncertainty. Our measures start with a health check. Employees can use thermal cameras to do an initial check for fever. As soon as an employee shows any signs of illness, or suspects that he or she is ill, a coronavirus test is carried out immediately. As prevention is better than cure, all Eneco technicians strictly observe these measures. Managers also actively monitor compliance. For instance, observing social distancing, working with special gloves, avoiding travelling together as much as possible and using a face mask where desirable or compulsory. When there is any uncertainty or employees are (potentially) confronted with the coronavirus, tests are always carried out and work is suspended until the results are known. Furthermore, the formation of groups and physical meetings are avoided as much as possible.

Obligatory face masks

Customer visits possible: but more hygiene guidelines than ever
The risk of COVID-19 is obviously taken seriously into account during customer visits. Strict measures are in place: all technicians have received special instructions and use additional personal protective equipment. We always avoid contact. We have noticed that some consumers come too close. Needless to say, that should not happen, and when it does we remind them of their responsibility. Generally, our mechanics wash their hands ‘to bits’, to use Prime Minister Rutte’s words during one of his press conferences. More hygienic measures are in place than ever before. As a result, Eneco’s customers can count on us to deliver seamless services and energy during the pandemic.

No group formation

Second nature
Koen van Vliet works as an installer for the team in Utrecht. ‘It was quite a scare at first when the coronavirus suddenly appeared out of nowhere,’ he says. ‘Some customers were afraid of contracting the virus, but so were we. Fortunately, we were immediately given clear instructions and lots of cleaning products and masks. Now, it has become almost second nature: do not travel with colleagues in the same car, keep your distance, wear a face mask, do not go near the meter cupboard with customers, wear special gloves, clean your hands constantly and so on. We even give all of our tools an extra clean. That is something we should keep doing once the coronavirus is no longer with us,’ Koen conclude