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.

Commercial quality

people interviewed to record customer and resident satisfaction with the services provided
level of quality as regards the overall toll-free number service (responses out of total number of calls received)
calls to the Acea toll-free number

Data as at 31 December 2022

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.

Toll-free numbers

In 2022, the number of calls to Acea toll-free numbers totalled around 5.4 million (+3.3% compared to 2021) and recorded a global level of service - based on the ratio between responses and overall number of calls received – corresponding to 91%. During the last three years, the remote contact channels (app, toll-free numbers and website) have been promoted via targeted communication campaigns at local level.

Customer satisfaction

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.

Starting from 2022, most of the surveys were spread evenly over the course of the year, with a view to having constantly updated information and enabling the Group companies to promptly intervene, wherever necessary. The final reports were issued at the end of each six-month period, giving the results shown here.

Global opinions on services provided

sale of electricity
distribution of electricity
public lighting
water Rome and Fiumicino
water province of Rome
water Frosinone and province
water Benevento and province
water Sarnese Vesuviano
water Grosseto, Siena and province

Data as at 31 december 2022

Technical quality of services


of drinking water supply mains
of sewers managed
cubic metres of drinking water supplied and invoiced
cubic metres of purified wastewater
analytical tests on drinking water
analytical tests on waste water
of Ato2 distribution network analysed to detect leaks

*Data as at 31 December 2022 for the main Group companies

We manage the Integrated Water Service (SII - Servizio Idrico Integrato) for various Local Authority Water Boards (Ambito Territoriali Ottimali - ATOs) in central Italy, 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.

Water mains management

The most important activities we are carrying out on our networks concern the technological modernisation and digitalisation of the infrastructures, and specifically:

  • integration between the geographic digitalisation system pertaining to the GIS (Geographic Information System) networks and the SAP maintenance system, which allows networks and breakdowns to be displayed in a single environment, improving the effectiveness as regards both call centre and on-site operator activities, and the estimation of the number of users affected by the service failure;
  • development of our remote control and reading systems, to ensure continuous remote management and monitoring;
  • installation of tools capable of optimising pressures on the distribution network, dynamically and effectively managing the related monitoring;
  • modernisation or upgrading of our systems and completion, expansion or restoration of pipelines and networks.

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.

Purification and sewage systems

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.

Public lighting

lighting points
lamps managed in Rome
of the light fixtures use LED technology
posts reinstalled
lamp maintenance interventions

Data as at 31 December 2022

Among the numerous LED technology artistic lighting interventions in 2022, particularly worthy of note is the replacement of the underwater floodlights of the Fountain of the Naiads, in Piazza della Repubblica. During the year, the special lighting/shutdown of emblematic sites such as the Colosseum, the Senatorial Palace, the Regione Lazio Building was also carried out, with a view to raising the awareness of citizens during special occasions.

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 204,676 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 2022, 91% of the faults reported were resolved during the year.

The new lighting of the parks

We want to best illuminate the beauty of our public green spaces, enhance the safety and improve the accessibility of our parks. With this in mind, we continue to invest in major lighting interventions concerning the Capital’s parks and gardens. In 2022, we carried out numerous projects involving key areas of the city of Rome, including:

Nicholas Green Park: the project, funded by Roma Capitale’s CSIMU department, provided for the installation of 38 new light points, to be used for the footpaths, the play area and the sports field inside the park, with a total power of 950W; Via Giorgio Falck green area: 11 light points were installed, for the illumination of both the footpath and the play area. Interventions also concerned the Stefano Cucchi Park (with 6 new light points) and the Antonella Renzi Park (14 light points), the Volpi Park (17 light points) and the Spallette Park (13 light points) were requalified and a new public lighting system was constructed in the Via Levanna green area with the installation of 13 light points, for a total power of 500W.

The functional illumination projects also included the requalification intervention in Piazza Sempione (involving removal of the existing facility and installation of 8 wall candelabra fitted with LED lanterns), the intervention concerning the pedestrian zone between via Castore Durante and via Delle Palme (for a total power of 400W) and the illumination of via Fortunato Pintor by means of 8 street-lighting poles (400W).

Electricity distribution

of cables laid to modernise and upgrade the medium voltage networks
of cables laid to modernise and upgrade the low voltage networks
2G meters installed
of aerial MV network on which helicopter inspections were carried out
secondary cabins constructed/extended/rebuilt
remotely controlled medium voltage nodes

Data as at 31 December 2022

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..


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