“ Making energy easier makes life easier ” 2015 - 2020 STRATEGIC PLAN 2015 ACHIEVEMENTS Introduction We are particularly pleased and proud to present the first These projects, which are called annual progress review of our 2015-2020 Strategic Plan. “Smart Metering and Smart User”, This plan and the guidelines it outlines are the product of “GR2020” and “Atrias/Mercure”, will discussions carried out with our stakeholders. It has clearly to a large extent fashion the ORES of established the company's vision and its strategic aims tomorrow and generate organisational over a five-year period. It should be pointed out that since changes, the management of which the merger of the eight mixed intermunicipal distribution has also been entrusted to this new companies on 31 December 2013, ORES Assets and ORES department. Other initiatives, focused scrl make up a coherent economic entity which operates particularly on our corporate culture and under a single identity, a “brand” which we want to be customer service, are ongoing and have strong: ORES. found concrete manifestations which are illustrated in this brochure. To meet the many challenges that it must face – whether they be in terms of energy, technology, the environment or This overall dynamic of change fits in with people matters – ORES from now on intends to reaffirm its the wishes of our shareholders, and particu- role as distribution system operator, to act as a market facil- larly our municipal shareholders, to manage itator and to position itself as the legitimate acknowledged the electricity and natural gas distribution partner, the preferred intermediary, for public authorities sector in Wallonia for the benefit of our citi- in terms of energy policy. In this context, our 2015-2020 zens and our companies, within a context of Strategic Plan establishes a vision shared by all those who unprecedented energy transition and change work for ORES as well as priority strategic objectives. for this sector. 2015 has been devoted to translating this vision and these ORES is changing. ORES is evolving. ORES is objectives into a structured set of operational projects within committed to a future with solid prospects. the company. Each of these must achieve clearly defined results, with a specific team and budget, for the purpose of And with a leitmotif : contributing to achieving one or more objectives. To conduct “Making energy easier makes life easier.” this prolonged exercise, and Operational Strategy department Cyprien Devilers, Chairman of the Board of Directors of ORES Assets scrl has been set up in order to guide major strategic and structural Enjoy the reading! Fernand Grifnée, Chief Executive Officer of ORES scrl projects up to 2020, and even beyond. Didier Donfut, Chairman of the Board of Directors of ORES scrl 2 Table of contents I. ORES, premier Walloon distributor General introduction p.6 Strong values p.11 Reasserted DNA p.12 II. Challenges, Missions and Vision Three challenges to overcome p.17 Clear tasks and a clear vision p.22 III. Strategy: priority objectives and lines of action 1. Ensure the future of distribution infrastructures and develop smart grids and metering p.26 2. Improve our customer focus p.30 3. Allow for harmonious market operation in the future p.32 4. Develop our corporate culture p.34 5. Be the preferred partner of public authorities p.35 6. Be a responsible and sustainable company p.36 IV. Projects and tangible achievements in 2015 1. “Smart Metering & Smart Users” p.40 2. “GR2020” p.41 3. “Atrias” p.42 4. “Making customers' lives easier” p.44 5. “DOMO” p.46 3 4 I. ORES, premier Walloon distributor 5 General introduction Our staff ensure daily that 2.8 million people Created in 2009, ORES is currently the main network admin- “ istrator and operator for the distribution of electricity and are supplied with energy.” natural gas in Wallonia. It is a team of over 2300 people – technicians, administrative staff, and managers – serving the inhabitants of 198 communes as well as the local authority. Our staff ensure that more than 1.3 million households and businesses over 75% of Wallonia are supplied with energy, Electricity business activities which represents no fewer than 2.8 million citizens. Beauvechain Bassenge Fourons Comines- Mont-de- Flobecq Hélécine Wameton l'Enclus Visé La Hulpe Grez-Doiceau Oupeye Dalhem Mouscron Ellezelles Jodoigne Lincent Rixensart Juprelle Plombières Kelmis Estaimpuis Lessines Oreye Aubel Waterloo Berloz Crisnée ORES is therefore responsible for the daily operation of Celles Wavre Pecq Awans Frasnes - Lez - Anvaing Tubize Orp-Jauche Lontzen Braine-le- Lasne Incourt WaremmeRemicourt Herstal Blégny Enghien Ottignies- Chaumont-Gistoux Château Braine- Ans Thimister- Louvain-la-Neuve Hannut Fexhe-le- Welkenraedt Rebecq l'Alleud Geer Clermont Raeren Silly Haut-Clocher Mont-saint- Donceel Soumagne Guibert Ramillies Herve Ittre Faimes Grâce-Hollogne Saint- Liège electricity and natural gas distribution systems and commu- Ath Court- Nicolas Beyne- Saint- Perwez Wasseige Eupen Walhain Braives Heusay Dison Braine-le-Comte Étienne Verlaine Limbourg Tournai Genappe Saint- Fléron Brugelette Flémalle Olne Villers- Georges- Chaud- Leuze-en-Hainaut sur-Meuse Seraing Nivelles Burdinne Le-bouillet fontaine Baelen Chastre Verviers Éghezée Chièvres Pepinster nal public lighting and, in this context, for all interactions Lens Trooz Écaussines Villers-la-Ville Wanze Engis Antoing Amay Rumes Soignies Les Bons Gembloux Fernelmont Héron Brunehaut Villers Neupré Beloeil Seneffe Péruwelz Jurbise La Bruyère Esneux Sprimont Theux Jalhay Le Roeulx Nandrin Sombreffe Huy with other key players in the energy market. Pont-à-Celles Manage Saint-Ghislain Modave Anthisnes Chapelle-lez- Comblain- La Louvière Tinlot Spa Bernissart Herlaimont Fleurus Jemeppe-sur- Andenne au-Pont Butgenbach Courcelles Sambre Aywaille Marchin Morlan- Waimes Quaregnon Welz Ouffet Mons Sambreville Namur Bullingen Farcien- Gesves Hensies Boussu Ohey Hamoir nes Floreffe Clavier Fontaine- Stoumont Colfon- Frameries Binche l’Évêque Charleroi Aiseau - Ferrières Malmedy Taine Ander- Presles Lues Fosses-la-Ville Stavelot Montigny- Quiévrain Dour Châtelet le-Tilleul Profondeville Assesse Our dispatching centre monitors these distribution grids Quévy Estinnes Trois-Ponts Honnelles Havelange Durbuy Amel/Amblève Lobbes Hamois Ham-sur-Heure - Gerpinnes Yvoir Merbes- Nalinnes Mettet Anhée le-Château Thuin Lierneux Vielsalm round the clock. Service teams are on call day and night, Erquelinnes Érezée Somme-Leuze Sankt-Vith Hotton Walcourt Onhaye Ciney Dinant Manhay 365 days per year, to repair breakdowns, technical faults and Florennes Beaumont Rendeux Burg-Reuland Marche-en-Famenne Gouvy Froidchapelle Hastière gas leaks which are always treated as an absolute priority. Houyet Cerfontaine Philippeville Houffalize Sivry-Rance La Roche-en-Ardenne Nassogne Doische Rochefort Tenneville Tellin Beauraing Viroinval Wellin Bertogne Saint-Hubert We carry out new connections to the networks, we adapt Chimay Sainte-Ode Couvin Momignies Daverdisse Bastogne existing connections, and we fit and enhance meters. Gedinne Libramont-Chevigny Libin Bièvre Vaux-sur-Sûre Paliseul Fauvillers Bertrix Neufchâteau We read the consumption indicators for 1.3 million Vresse-sur- Semois Marte- Bouillon Léglise Lange installations, validate the data and manage this data in a Legend Herbeumont Attert Chiny strictly confidential manner. Florenville Habay ORES’ business areas for electricity distribution Arlon Étalle Tintigny Saint-Léger City of Liège: ORES operates the electricity distribution grid Messancy Meix-devant- Virton on behalf of RESA (Nethys) Aubange Virton Musson Rouvroy Décembre 2013 www.ores.net 6 “ Every year for five years, we have invested on average 250 million euros in the distribution networks. ” We keep nearly 2 million pieces of data updated in the access register: for each point of connection to the distribu- tion network, this register contains data of both a technical and administrative nature and the data of the corresponding energy supplier. We also provide energy to protected customers who wish to be supplied by their system operator; we fit budget meters Natural gas business areas at the request of suppliers at their non-paying customers' houses and we are responsible for the operation and main- Beauvechain Bassenge Comines- Mont-de- Flobecq Hélécine Wameton l'Enclus Visé La Hulpe Grez-Doiceau Mouscron Oupeye Dalhem tenance of public lighting, as well as promoting the energy Jodoigne Lincent Ellezelles Rixensart Juprelle Plombières Kelmis Estaimpuis Lessines Oreye Aubel Waterloo Berloz Crisnée Celles Wavre Pecq Awans Frasnes - Lez - Anvaing Tubize Orp-Jauche Waremme Lontzen Braine-le- Lasne Incourt Remicourt Herstal Blégny Enghien Ottignies- Chaumont-Gistoux Château Braine- Ans Thimister- Louvain-la-Neuve Hannut Fexhe-le- Welkenraedt Rebecq L'alleud Geer Clermont Raeren efficiency of the lighting equipment. Silly Donceel Haut-Clocher Mont-Saint- Soumagne Ramillies Ittre Guibert Faimes Grâce-Hollogne Saint- Liège Herve Ath Court- Nicolas Beyne- Eupen Saint- Perwez Wasseige Walhain Braives Heusay Dison Braine-le-Comte Étienne Verlaine Limbourg Tournai Genappe Saint- Fléron Brugelette Flémalle Olne Nivelles Villers- Georges- Chaud- Leuze-en-Hainaut sur-Meuse Seraing Burdinne le-Bouillet fontaine Verviers Baelen Chastre Éghezée Chièvres Pepinster Lens Trooz Soignies Écaussines Villers-la-Ville Wanze Engis Antoing Amay Rumes Les Bons Gembloux Fernelmont Héron Brunehaut Villers Neupré Beloeil Seneffe