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

Initiatives for improving billing quality

When invoicing energy services, Hera Comm uses the data received from the distribution companies (and soon from the Integrated Information System of Arera) on the levels of consumption measured and the self-readings taken by customers and validated by the distribution companies.

For electricity, the almost total diffusion of electronic meters helps to provide accurate readings in line with the customer’s real consumption levels. As for the measurement of gas consumption (considering the level of deployment of remotely managed meters as mentioned above) for most customers the consumption estimates are still essential and it is in this context that Hera Comm is working to make these estimates match actual customer consumption as closely as possible.

In 2017, specific areas were examined in detail in order to maximize the use of the actual readings, to act properly on customers with estimated bills, and to facilitate final customers in reading their own meters. In particular, a repeated check was carried out on the readings expected by the distributors and on the readings actually received, taking specific action on some specific distributors to encourage prompt delivery of reading data.

In addition, control processes were implemented to:

  • minimise the use of estimates;
  • increase the accuracy of estimates;
  • create and use specific drawing curves;
  • align the assumed annual consumption with the actual readings received in previous periods.

In 2017, work was also carried out on the “tracking and alert” project, which involves the introduction of a system that sends notifications to customers: thanks to this initiative, customers can already request information on the most appropriate time to send their self-reading in the first half of 2018, so as to reduce the use of estimates in their bills.