34
MeetingCustomer Expectations
DolphinEnergy has two sets of valued
customers – onewith long-term
requirements, the other with immediate
requirements. The sale of Dolphin
Energy’s natural gas ismostly under long-
termGasSalesAgreements (GSAs) to
customers in theKuwaitandOman, while
condensate, LPG, and sulphur by-products
are sold in the short-termand spot market.
DolphinEnergy customers receivegas
either under an interruptibleor non-
interruptibleGSA. For non-interruptible
GSAs, continuity of supply is thenumber
one priority indicator for the customer. As
such, DolphinEnergy tracks unplanned
supply disruptionwith several critical KPIs.
DolphinEnergy had nounplanned supply
disruptions to customers for the last three
years except inOctober 2009, when a
hot tap cuttingmachine jammed in theAl
AinFujairah pipeline (AFP), and for safety
purposes it was necessary to depressurize
the line.Affected customerswere notified
immediately and they switched from gas
to diesel feed to thepower plants in order
tomaintain their electricity-generating
capacity.
Continuity of Supply
Unplanned supply disruptions (formore
details, see “EnsuringEfficient Opera-
tions” section, p. 35)
2007
2008
2009
0
0
1
