99.7%
compliance
with quality standards set by the
Authority for 4 services
10.6
minutes
average waiting time at branches
and chance to reserve an
appointment with an operator
399
thousand analyses
Group drinking water, 1,100 per day, of which 63% on the supply network

The objectives and the results

The objectives and the results
What we said we would do What we have done Area*
• Comply with the Service Charter for the commercial quality standards for gas, electricity and water services, in 98.5% of cases. • 99.7% of cases compliant with quality standards in 2017. ER T M
• Emergency gas services: maintain a much higher level than AEEGSI requirements for the percentage of calls answered within 120 seconds and arrival at call location within 60 minutes. • In 2017, the response rate within 120 seconds was 97.5%, while arrival at the call location within 60 minutes was 96.2% of the total. ER T M
• Ensure that call centre quality levels and average waiting times at branch offices are in line with those of 2016. Improve waiting times at AcegasApsAmga branch offices and waiting times at Marche Multiservizi’s call centre. • Overall average waiting times improved compared to 2016, for branch offices. In 2017, waiting times at AcegasApsAmga branch offices decreased from 21 to 16 minutes while those of Marche Multiservizi decreased from 14 a 12 minutes. The waiting time of the Marche Multiservizi call centre was down, from 125 seconds to 66 seconds. ER T M
• Extend the satellite-based water network leak detection system of the water network (3,000 km in 2017 vs. 600 in 2016) • The satellite-based water network leak detection system was extended by about 3100 km in 2017, compared to 600 km in 2016. ER

 

What we will do Scope*
• Improve compliance with commercial quality standards and other services subject to compensation to final customers in relation to gas, electricity, water and district heating services. ER T M
• Develop water safety plans using the Water Safety Plans methodology for the water supply networks of 2 areas (San Giovanni in Persiceto and Imola). ER T
• Extending the satellite-based water network leak detection system (3000 km more in 2018) ER
• Emergency gas services: maintain a much higher level than AEEGSI requirements for the percentage of calls answered within 120 seconds and arrival at call location within 60 minutes. ER T M
• Ensure that call centre quality levels and average waiting times at branch offices are in line with those of 2017. Further improve waiting times at branch offices of AcegasApsAmga. ER T M

* Geographic scope of the ER improvement objectives: Emilia-Romagna T: Triveneto M: Marche.