Requesting a new connection, changing contract name, transferring a contract, asking for a quote for water or sewage services: thanks to the Digital Help Desk, Acea Ato 5 allows all users to manager any requests pertaining to the integrated water service from their own home, via video call, face to face with an operator just as if they were in an office.
To access the service, users simply need a smartphone, a tablet, or a computer with a camera and Internet connection.
The service has been active since Christmas and is extremely simple to use. It eliminates the need to travel and queue, and in the current emergency situation it represents an innovative and functional alternative to physical help desks, still closed due to the Covid pandemic.
Thanks to the Digital Help Desk there is no longer the need to access the Provider's offices. Required documents can be sent via email and customer identification and consent is obtained by video recording.
These systems and methods are now commonly used and can be easily accessed and adopted also for remote learning, video-meetings with teachers, working from home, and business meetings.
To access the digital desk all you need to do is go to Acea Ato 5's website and click on the Digital Help Desk section on the home page: you will be directed to a page with all the information about the service. Click on “Book an appointment” and fill in the form to book a video call with an Acea Ato 5 operator: you will be asked for your name, surname, email address, and mobile number; you can also specify what type of service you require and the date and time that you will be available to take the call. The email confirming the appointment will be sent to the email address provided in the form. On the date agreed, a few minutes before the time booked, an operator will call you on the phone and provide you with the link to access the video call.
The Digital Help Desk is active from Monday to Friday, from 9:00 to 13:00 and from 14:00 to 16:00.
The Digital Help Desk provides the following services: new connections, transfers/free transfers, takeovers, changes to personal details, setting up direct debit payments, contract changes (number of family members), online billing service, submission of meter readings, changing supply requirements, bill amendments, changes of use, paying in installments, bill duplicates, quotes for water and sewage services, spin-offs, moving meters.
The digital desk is a new and innovative contact channel dedicated to customers that adds to those already available. Customers can always contact Acea Ato 5 with their requests or questions using the toll-free number 800 639 251 (calls are free from land lines and mobiles); via email, writing to firstname.lastname@example.org; via the MyAcea app (available for free on Google Play and Apple Store); or via the website www.myacea.it.