Support of the fight against the COVID-19 pandemic

This was a spontaneous employee initiative supported by the PGNiG’s HR Department, consisting in facilitating the collection of money among employees to combat the coronavirus pandemic. At the request of the HR Department, in April 2020 the PGNiG Foundation opened a dedicated account for donations from employees. The initiative was joined by the Company’s Management Board and the Foundation, each contributing an amount matching the funds raised by employees. As a result, the amount raised by employees was tripled.

The fund-raising initiative became a joint effort of the employees, Management Board and the Foundation, which resulted in PLN 58,350 of total donations. The Branches from Odolanów, Sanok, Zielona Góra and Warsaw selected one institution from their respective area to which assistance was provided. The pandemic is a huge challenge for many care institutions, facing extreme difficulties. The beneficiaries of the collected funds, divided into four equal parts, were:

• Sanok Branch – the Nursing Home in Folusz,
• Zielona Góra Branch – the Autonomous Public Health Care Establishment in Międzychód,
• Odolanów Branch – the Nursing Home in Psary,
• Head Office in Warsaw – Stołeczne Centrum Opiekuńczo-Lecznicze sp. z o.o

During the lockdown and distance learning starting from March 2020, several hundred hours of lessons were broadcast as part of the ‘School with TVP’ project on Polish state TV channels within two programming blocks: morning and afternoon (repetition), and via dedicated grade-specific Internet services available on the TVP VOD platform.

PGNiG and the Group companies (including: PGNiG Serwis, PSG, PGNiG Gazoprojekt and PGNiG Technologie) donated over 350 computers for distance learning to children from areas where PGNiG conducts its production activities, as part of the ‘Combating Digital Exclusion in Distance Learning’ project. The PGNiG Foundation also provided 24 laptops to schools in four municipalities (Lubrza, Miłosław, Krzywcza, Iwierzyce) selected by the Geology and Hydrocarbon Production Branch (locations of exploration work).

Exalo provided financial support to the Ignacy Łukasiewicz Oil and Gas Schools in Krosno to facilitate the production by students of protective face shields (using 3D printing technology) intended for medical and uniformed services.

An initiative organised by PGNiG Termika EP. Employees who had recovered from a coronavirus infection were given an opportunity to donate plasma (on a specific date and time). 32 company employees volunteered as part of the initiative. In addition, the PGNiG Crisis Management Team reminds the employees every few weeks, via internal communication channels, that COVID-19 convalescents can still donate plasma.

Between March 16th and April 27th 2020, several dozen employees working at the PGNiG OD Contact Centre supported the NFZ Hotline staff. The company’s employees offered expert information based on scripts provided by the National Health Fund. During that time, 64 PGNiG OD consultants received 7,614 calls (81% of incoming calls), spending 455 hours, in total, on the phones. The average phone call lasted three minutes and 35 seconds.

The support for NFZ was organised in a flash, within just one day. The necessary software was immediately installed and workstations were configured, which was followed by technical and business tests and appropriate system authorisations. The hotline operators became immediately acquainted with relevant materials, received the necessary training and support from trainers. PGNiG’s hotline operators supported the NFZ hotline in three cities: Warsaw, Poznań and Kraków. PGNiG’s involvement helped reduce the waiting time for telephone advice on coronavirus and related health issues. PGNiG OD’s results were excellent from the very first day: hotline operators received 99% of incoming calls, with an average waiting time of only two seconds.

Since October 16th 2020, PGNiG OD employees have supported GIS in handling incoming phone calls. It is our response to Poles’ needs to obtain practical advice on COVID-19. By January 6th 2021, 64 PGNiG OD hotline operators received more than 10 thousand calls (84% of all received connections), spending nearly 500 hours on the phones. The average call time was two minutes and 52 seconds.

The PGNiG OD employees provide advice based on materials and scripts supplied by GIS. They answer questions related, among other things, to diagnostics, quarantine, health benefits, allowances, in-patient treatment, tests, prescriptions and ProteGO Safe application (for monitoring social contacts to support the fight against the coronavirus). The provision of necessary support to the state institution has no adverse effect on the company’s ability to serve customers who, for the past several months, have been gradually shifting to electronic service platforms.

PGNiG OD has been focused on fast-paced development of electronic customer service channels. New solutions include: eBOK (Electronic Customer Service Office), a mobile application, ECO-invoice, an online payment facility and online contract execution facility. They have enabled the Company to provide efficient and comprehensive customer service during the pandemic without the need for face-to-face contact.

As a result of restrictions necessitated by the pandemic, the popularity of PGNiG’s digital solutions have soared. The following increases were recorded in 2020: number of contracts executed via eBOK – 44% (from 1.50 to 2.16 million), number of contracts with ecoInvoice – 44% (from 955 thousand to 1.38 million), number of mobile application downloads – 124% (from 720 thousand to 1.61 million), number of online payments – 208% (from 1.57 to 4.83 million). By the end of December 2020, more than 63 thousand contracts were executed online.

A growing number of customers use our mobile application on a permanent basis – most frequently to check the meter status and make online payments for gas and electricity. Since its launch, PGNiG’s application has been among the TOP3 most frequently downloaded applications in the Google Play store (House & Home category) and in the TOP20 AppStore’s Business category.

PGNiG’s customers benefit from the rapid development of digital channels, which are convenient and time-saving. While the pandemic continues, they also offer greater safety. Moreover, the solutions such as EKOInvoice reflect the Company’s environmental commitment, as they help to significantly reduce paper consumption. The development of digital channels is also a means of optimising PGNiG OD’s costs.

Out of concern for the safety of our employees and customers, direct customer service at all PSG offices was temporarily suspended on March 17th 2020. The decision was necessary to minimise the risk of infections among PSG employees by limiting their external contacts. The temporary suspension of direct service did not mean its complete cessation, as indirect communication tools and channels were launched. Document filing boxes were installed outside PSG Customer Service Points (CSPs) for customers to put applications and other documents in. There were also information leaflets showing the benefits of using the Service Connection Portal.

After reopening, the CSPs were equipped with disinfection facilities, hand sanitiser dispensers, disposable gloves and dedicated waste bins. Visual materials about protection against COVID-19 were also prepared in the form of posters and sent to all CSPs, providing information on the safety requirements and maximum number of customers allowed inside a CSP at the same time.

An online tool enabling customers to apply for service connection without leaving their home. The solution has also helped shorten the application processing time.

PGNiG Termika and Legia Warszawa promoted the #stayathome campaign during the March 2020 lockdown through a dedicated website and on TVP 3 Warsaw TV channel via a 6-second spot saying: #stayathome We take care of the energy security of Poles We are close to you PGNiG TERMIKA.

I.e:

• GSP’s donations:
  • scrubbing and washing machine for the hospital in Puck,
  • disinfectant liquids for the Community Centre in Mogilno,
  • disinfectant liquids for the Rewa Yacht Club (Municipality of Kosakowo),
  • pressure washer for the State Fire Brigade in Mogilno.
• PGNiG Termika donated food products for those under the care of the Warsaw-Praga Diocese branch of Caritas (the elderly, the sick, and people without close relatives) during the first stage of the COVID-19 pandemic.

At the end of March and beginning of April, PGNiG OD donated anti-COVID-19 disinfectants to municipal transport companies using LNG and CNG fuels. The purpose of the initiative was to increase the safety of drivers at the time when demand surged while the market supply was still insufficient. Disinfectant liquids were donated to five companies: Miejskie Zakłady Autobusowe Sp. z o.o. of Warsaw, PKS w Bielsku-Białej S.A., Przedsiębiorstwo Komunikacji Miejskiej Tychy Sp. z o.o., Transgór Mysłowice S.A., and Miejskie Przedsiębiorstwo Komunikacyjne – Rzeszów Sp. z o.o.

The donated products helped the municipal transport operators using CNG and LNG fuels to ensure safe public transport during the difficult time of the pandemic. They were provided free of charge when demand was at its highest, helping ensure safe working conditions for bus drivers.

including:

• Distribution of more than 400 food packages with rice, flour, sugar, leguminous seeds, food oil, etc., and hand sanitisers among the needy in the area of PGNiG’s operation in Pakistan (Dadu District) during the COVID-19-induced lockdown.
• 33 tents were donated to victims of flooding and heavy rainfalls in the area of Wahi Pandhi and Chhinni (Dadu District, Pakistan) to provide them with shelter immediately after the natural disaster, which occurred during the pandemic.
• The rainfall and floods also damaged local roads from Chhinni to Dadu (the main city of the district) and seriously affected the area of approximately 5 km. PGNiG immediately responded by using its heavy specialised equipment to help clean the area.
• PGNiG’s field personnel and HSE team organised information meetings for local staff, contractors, guards and police about the pandemic and minimum precautions.