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Operational improvement for better service

Promotion of a better service

Operational improvement for better service

Operational improvement seeks efficiency and the management of generation and distribution assets, sustainable employee mobility and talent.

Aligned with the Sustainable Development Goals

SDG 9: Industry, innovation and infrastructure
SDG 11: Sustainable cities and communities

The lines of action of our Sustainability Plan are aimed at promoting efficiency and quality in the management of generation and distribution assets, promoting the sustainable mobility of employees and promoting the attraction of external talent.

In addition, digitalisation is one of the pillars for carrying out this process and providing better service. This must be in the company's assets, in the development of an internal digital culture and in the relationship with the individual customer:



In 2018 we renewed the multi-site integrated certification of thermal generation plants, according to ISO 9001, adapting the Integrated Management System to the high-level structure and the requirements required by the 9001:2005 version of the standard.

In terms of renewable generation, our management system has been certified for all of our facilities since 2017 (hydrological, wind, solar and biogas), complying with the ISO 9001 standard.



Throughout 2018, we have carried out a total of 715,000 meter replacements, which has meant reaching an overall total of 11.8 million and meeting the objective set out in the Sustainability Plan. This implies that 98.2% of the supplies with an active contract and contracted power of up to 15 kW have a remotely managed meter.



Cybersecurity has become one of the pillars of the digitalisation strategy. When any type of information security risk or incident is detected, it is analysed and classified according to its severity. In the event that the incident generates a crisis situation that may affect business continuity, the profitability of the company, its reputation or some of its interest groups, we put in place the necessary actions in accordance with the existing policies on crisis management and security emergencies.

All this is possible thanks to the activation of a secure community of exchanging information about cybersecurity and the creation of the Cyber-Emergency Response Team (CERT), which made the CERT ENEL Accreditation in 2018 for the CERT Nacional Español.



Endesa X's line of business seeks to lead the evolution that is taking place in the energy sector toward a new model that prioritises sustainability, flexibility and value creation. To provide innovation through technological solutions and added-value services are the four basic pillars in order to achieve a digital, open and more sustainable model for industries, cities, homes and mobility.

In 2018, Endesa X published the public access recharge infrastructure investment plan, which will install over 8,500 public access points with a total investment of 65 million euros. It will be carried out in two phases: Over 2,000 points in 2019-2020, making it easier for any electric vehicle to travel anywhere in Spain, and over 6,500 points in 2021-2023, which will ensure a wider coverage of urban areas, major highways and the islands.

Twenergy is Endesa's digital ecosystem of sustainability and energy efficiency. In 2018, it registered over 5 million visits, it has half a million registered users and a community in social networks of over 150,000 followers. Twenergy revolves around blog content, an efficient online store of products with more than 1,200 references and profiles on the main social networks.


Innovation and digitalisation

Digitalisation is a key engine for improving efficiency in all areas of business and also for people working at the company. These are the main actions under way to incorporate digitalisation into all activities:

  • In Generation: predictive diagnosis, digital transformation of the employee and response of the control system.
  • In Distribution: digitising processes and integrating systems, data-based networks (quality plan, loss reduction, remote control), and smart meters.
  • In Marketing: advanced analysis, new platforms, digitalisation of channels (electronic billing, etc.), new digital billing platform.
  • At Endesa X: development of digital platforms.
  • Digitalisation of our people: we are working in different areas to promote the change of the organisational culture and how the company is made up. In this sense, the company expects 100% of its workforce to be able to develop their digital capabilities over the next 3 years.

Digital transformation at Endesa

Agile processes





Data guided





Digital customers

Electronic billing

Digital sales

E-care formalities


Digital spaces

Digital capabilities


Remote management

Network automation

Implementation of IoT and Big Data systems in generation


Emergency work team

Cybersecurity programme






Technology update


Data and goals

Main results in 2018

Digital customers
digital customers (2020 target: 4.2 million)
E-billing contracts
contracts with e-billing (2020 goal: 3.7 million)
Online management
management via digital channels (2020 goal: 77%)
Digital sales
digital sales (2020 target: 15%)

Our projects about promotion of a better service

Continue reading about Sustainability Plan

Inclusion of local communities

View more