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.

Commercial quality

30,300
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)
4.8
mln
calls to the Acea toll-free number

Data as at 31 December 2020

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 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.

Customer satisfaction

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.

Global opinions on services provided

8/10
sale of electricity
7.9/10
distribution of electricity
6.5/10
public lighting
8/10
water Rome
7.2/10
water province of Rome
6.1/10
water Frosinone and province
6.6/10
water Benevento and province
6.6/10
water Sarnese-Vesuviano
7.6/10
water Grosseto, Siena and province

Data as at 31 December 2020

Technical quality of services

Water

53,245
km
of drinking water supply mains
22,100
km
of sewers managed
628
mln
cubic metres of drinking water supplied and invoiced
914
mln
cubic metres of purified wastewater
1,523,028
mln
analytical tests on drinking water
448,829
analytical tests on waste water
7,000
km
of ATO2 distribution network analysed to detect leaks

Data as at 31 December 2020

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.

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.

Proteus for remote water meter reading

Again during 2020 Acea Ato 2 continued its project to develop increasingly effective solutions for the remote reading of water meters pertaining to its managed utilities. The collaboration with Areti led to the development and testing of “Proteus”, a product capable of transforming pulses transmitted by a device installed on the meter into readings to be sent to the Management Centre, connected to the billing systems. In 2020, around 13,000 Proteus devices were installed and put into operation on a corresponding number of water utilities and public drinking fountains (nasoni) and further evolutions of the system were developed. Overall, by 31 December 2020, Acea Ato 2 had installed a total of 30,000 remote meter reading devices.

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 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.

Public lighting

200,765
lighting points
226,635
lamps managed in Rome
92%
of the light fixtures use LED technology
2,131
posts reinstalled
8,704
lamp maintenance interventions

Data as at 31 December 2020

In 2020, the numerous refurbishment interventions on Artistic LED technology lighting included the Pantheon, Santa Maria in Trastevere and Piazza del Popolo.

Pantheon
New lighting of the Pantheon with 150 next generation LED floodlights.
Santa Maria in Trastevere
New artistic lighting for the Basilica di Santa Maria in Trastevere.
Piazza del Popolo
Refurbished artistic lighting of the Piazza del Popolo with next generation LED floodlights.

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.

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 2020, we carried out numerous projects involving key areas of the city of Rome, including:

  • the Don Cadmo Biavati Park, with the redevelopment of urban areas and green spaces in the Centocelle neighbourhood;
  • the Salvador Allende Park, with a new public lighting system;
  • the Piazza Mazzini garden, including the fountain and roadway, which has been renovated and upgraded replacing the existing lighting points with new LED technology.

Among the functional lighting projects, we also mention the refurbishment and upgrading of the Lungotevere della Vittoria and the Via di Val Gardena project.

Energy

242
km
of cables laid to modernise and upgrade the medium voltage networks
226
km
of cables laid to modernise and upgrade the low voltage networks
437
of aerial MV network on which helicopter inspections were carried out
1,174
secondary cabins constructed/extended/rebuilt
7,247
remotely controlled medium voltage nodes
59,275
2G meters installed

Data as at 31 December 2020

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..