Responsiveness, proximity and efficiency - those are the keywords which guided the initiative. Efforts have related in particular to sensitive aspects, such as net work surveillance and monitoring, information about incidents and damage and maintenance and repair lead times. Guaranties of times for re-establishment of service were tightened and maintenance time ranges expanded. TDF developed preventive maintenance tools and established remote-resolution instruments.
Increased responsibility among teams in relation to service continuity and broadcast quality has been instilled. Since 2008, a new requests management system is being deployed which enables clients to monitor work on their extranet.
This series of actions joins an increased range of support services. TDF Contact, open 24 hours a day, seven days a week, is responsible for day-to-day management of client relations in all its aspects, from the most general to the most specific: miscellaneous requests and information, organization of maintenance and planning of service interruptions, handling of maintenance and repair requests, etc. The extranet TDF by Net makes it possible to provide individual and personalized monitoring of client relations (real-time overview of the status of the principle transmitters, etc.). The premium rate number (0825 096 737) and the website, www.diffusion.tdf.fr, dedicated to terrestrial reception problems are aimed at users and the general public; TDF 's "Espace Correspondant" (Contact Area), meanwhile, brings together the network of aerial fitters formed by local contacts for reception issues.

The Quality Initiative Project
Launched at the end of 2007, this project places quality as an absolute requisite which can always be improved on. Ten key areas have been identified on which teams focus to perfect services and anticipate client needs. Subjects covered include: incident management and information flow, the key clients network, management of upstream risk, quality monitoring for new services and contracts, management of subcontractor risk as well as quality management tools.

On Tracks for ISO 14001
In France, TD F, which has been ISO 9001 certified since 1996, is stepping up a gear. The analysis of the environmental impact of activities begun in 2003 was updated in early 2008 and has resulted in the decision to initiate the ISO 14001 certification process in three stages from 2009. The analysis, carried out over several months, made it possible to identify significant environmental aspects (SEAs) linked to TD F activities and to promote the environmental approach based around three main focus areas: waste management, control of energy consumption and integration of sites into their environment.