We offer top quality services

We expand, revamp and enhance the efficiency of our infrastructures (networks and systems) and optimise our business processes so as to ensure that our customers and all the residents we serve are provided with continuous and timely assistance.

The drive towards digitalisation has significantly improved our customer care service, which is increasingly based on operational excellence with a view to providing quality, timeliness and consistency in solving problems. The progress achieved can be seen in the trend of the toll-free calls and in the results of customer satisfaction surveys.

In 2021, the number of calls to Acea toll-free numbers totalled around 5.2 million (+8.6% compared to 2020) and recorded a global level of service - based on the ratio between responses and overall number of calls received – corresponding to 91%. The alternative contact channels (app, toll-free numbers and website) were encouraged via targeted communication campaigns at local level, also with a view to addressing the health emergency and providing safe solutions for our customers.

For many years we have carried out regular surveys in collaboration with specialised institutes to measure the satisfaction of customers and residents regarding the services provided for electricity, water and public lighting.
As in previous years, two six-monthly surveys were carried out in 2021, giving the results shown here

We manage the Integrated Water Service (SII - Servizio Idrico Integrato) for various Local Authority Water Boards (Ambito Territoriali Ottimali - ATOs) in the regions of Lazio, Tuscany, Campania and Umbria, based on an Agreement entered into with the Area Supervisory Body (EGA). The SII covers the entire drinking and wastewater cycle, from collection of the natural resource at the springs to its return to the environment. The Group Companies operate in compliance with the procedures set forth in our QASE management systems, with a view to continually improving and providing widespread, top quality services and transparency in our interaction with stakeholders, whilst minimising our impacts at environmental and social impacts.

With the support of Acea Elabori, we take great care to check the water quality not only of springs and wells, but also of the storage tanks and distribution network. Control frequency is established according to the volumes, the population served, the condition of the network and infrastructures and specific characteristics of the local sources.

The integrated water service includes the collection and purification of wastewater in order to return it to the natural environment. We analyse water quality both on entry into and exit from the treatment plants and this allows us to constantly monitor the impacts of the business on the receiving water bodies. Thanks to a state-of-the-art technology, the Acea Ato 2 Environmental Operation Room continually observes hydrometric and pluviometric information in the Rome area and provides data on water quality as regards the urban stretches of the Tiber and Aniene rivers and Lake Bracciano.

It is essential to monitor the condition of the networks and to promptly intervene in the event of a fault: in addition to the identification and repair of any damage appearing in the network, our analyses and interventions are also extended to a wider section of the network, enabling us to plan and, if necessary, carry out the related restoration activities.

Under the Service Agreement drawn up by Acea SpA, through the company Areti, with the Municipality of Rome, we take care of the Capital’s public, functional and artistic-monumental lighting. In particular, we manage a network of approximately 201,200 lighting points, spread over an area of around 1,300 km2, in respect of which we perform design, construction, operation, maintenance and restructuring activities, always in compliance with certified QASE Management Systems and working in synergy with the Public Administration and the Supervisory Body.

The main quality indicator of the public lighting service is the time taken to repair faults. Times are calculated from the moment of a report being made, either by the control systems in operation along the network or directly by citizens or by the Municipality of Rome via appropriate channels, such as call centres, website, fax or letter. In 2021, 91% of the faults reported were resolved during the year.

We also use Areti to manage, modernise and expand the electricity distribution infrastructures in Rome and Formello, a network of over 1.6 million delivery points.

In addition to the objectives of efficiency, improved service quality and lower environmental impacts, the most interesting interventions carried out on the infrastructures concern the application of innovative technologies, especially from a smart city perspective (link alla sezione “Innovation”): installation of 2G smart meters, remote reading systems and infrastructures, increased resilience of the networks, in terms of both capacity to adapt to climatic change phenomena and the growth in distributed generation, electric mobility, etc..