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

35,283
people interviewed to record customer and resident satisfaction with the services provided
91%
level of quality as regards the overall toll-free number service (responses out of total number of calls received)
5.2
mln
calls to the Acea toll-free number

Data as at 31 December 2021

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 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.

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.
As in previous years, two six-monthly surveys were carried out in 2021, giving the results shown here

Global opinions on services provided

7.9/10
sale of electricity
7.8/10
distribution of electricity
6.7/10
public lighting
7,9/10
water Rome and Fiumicino
7.2/10
water province of Rome
6.3/10
water Frosinone and province
6.6/10
water Sarnese Vesuviano
6.9/10
water Benevento and province
7.5/10
water Grosseto, Siena and province

Data as at 31 december 2021

Technical quality of services

Water

53,992
km
of drinking water supply mains
22,381
km
of sewers managed
632.3
mln
cubic metres of drinking water supplied and invoiced
981
mln
cubic metres of purified wastewater
1,472,131
mln
analytical tests on drinking water
483,526
analytical tests on waste water
7,011
km
of Ato2 distribution network analysed to detect leaks

Data as at 31 December 2021 2020 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 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.

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

201,215
lighting points
227,635
lamps managed in Rome
92%
of the light fixtures use LED technology
1,697
posts reinstalled
7,952
lamp maintenance interventions

Data as at 31 December 2021

In 2021, the refurbishment interventions on Artistic LED technology lighting included the Palatine hill, the Zodiac Fountain, a new stretch of the Aurelian Wall and the Saint Sebastian Gate.

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.

The new lighting of the parks

We want to best illuminate the beauty of our public green spaces 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 2021, we carried out numerous projects involving key areas of the city of Rome, including:

  • Parco Tor Sapienza: project funded by the 2021 Lighting Quality Plan, which provided for the installation of 57 new lighting points; Piazza Brin: the project involved a revisitation of illumination for the piazza, the stairway and the municipal tunnel, integrating it with 26 lighting points; the Villa Massimo green area (Giuseppe de Meo gardens): the project provided for the requalification and expansion of the existing facility with the installation of 21 period candelabras with “Trastevere” fittings; Piazza Re di Roma: the project concerned the expansion of the existing facility via the installation of 10 lighting points, with an installed power of 350W. The installation of new supports and the relocation of some lighting points also served to enhance the illumination at the centre of the square.

Moreover, among the functional lighting projects, we also mention our intervention in Via Tranquillo Cremona (construction of a public lighting system) and in the Anagnina Tuscolana area (lighting of the G.R.A. motorway exit road with two lighting towers each comprising 12 LED projectors for a total installed power of 5,024W).

Energy

196
km
of cables laid to modernise and upgrade the medium voltage networks
192
km
of cables laid to modernise and upgrade the low voltage networks
316,176
2G meters installed
170
of aerial MV network on which helicopter inspections were carried out
835
secondary cabins constructed/extended/rebuilt
7,582
remotely controlled medium voltage nodes

Data as at 31 December 2021

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..

Highlights

Discover the latest news and initiatives of the Acea Group