We offer top quality services

We keep our infrastructures under strict control, in terms of reviewing, extending and maintaining efficient 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 2020, the number of calls to Acea toll-free numbers totalled around 4.8 million (+10% compared to 2019) and recorded a global level of service - based on the ratio between responses and overall number of calls received – corresponding to 92%. The alternative contact channels (app, toll-free numbers and website) were promoted 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 customer and residents’ satisfaction with regard to the services provided for electricity, water and public lighting.

As in previous years, two six-monthly surveys were carried out in 2020, giving the results shown here.

We are responsible for 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 waste water 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 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 the waste water in order to return it to the natural environment. We analyse water quality both on entry into and exit from the treatment plants in order to constantly monitor the impact of the business on the receiving water bodies. Thanks to the use of state-of-the-art technology, the Acea Ato 2 Environmental Operation Room continually monitors hydrometric and pluviometric information in the Rome area and provides data on water quality of the urban stretches of the Tiber and Aniene rivers.

It is essential to monitor the condition of the networks and to promptly intervene in the event of a fault: we do not merely identify and repair any damage appearing in the network, we also extend our analyses and interventions to a wider stretch of the network in order to be able to plan and, if necessary, carry out any restoration work.

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 200,765 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 special channels (such as call centres, app and website). In 2020, 96% of the faults reported were resolved within 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..