99.6%
compliance with quality standards
set by the Authority for four services
9.6
minutes average waiting time
at help desks and chance to book
an appointment with an operator
399
thousand analyses
carried out on Group drinking water,
1,100 per day, of which 63% on the
distribution network

Objectives and performance

Objectives and performance
What we said we would do What we have done Area*
• Continue to implement the installation plan for electronic gas meters: 30% electronic meters were installed by end 2018 and 57% in 2021. • 34% of installed gas meters were electronic at end 2018 (were 22% at end 2017). ER T M
• 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. • 99.6% of cases are compliant with commercial quality standards in 2018. ER T M
• Develop water safety plans using the Water Safety Plans methodology for the aqueduct networks of 2 areas (San Giovanni in Persiceto and Imola). • 2 aqueduct networks with a water safety plan developed using the Water Safety Plans methodology (San Giovanni in Persiceto and Imola). ER T  
• Extend the satellite-based water network leak detection system (3,000 km more in 2018). • In 2018 the satellite-based water network leak detection system was extended to 3,000 km (was 3,100 km in 2017). 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. • The percentage of response within 120 seconds was 97.4% in 2018, while the percentage of arrival at the place of call within 60 minutes was 96.7% (against a 90% service obligation) ER T M
• Ensure that call centre quality levels and average waiting times at branch offices are in line with those of 2017. Further reduce waiting times at branch offices of AcegasApsAmga. • The average waiting time at the branch offices was 9.6 minutes, a further reduction in all areas and more markedly in those of AcegasApsAmga (from 15 minutes to 12). Average call centre waiting times are in line with previous years. ER T M

 

What we will do Area*
• 78% of installed gas meters were electronic at end 2022 (67% InRete, 100% AcegasApsAmga, 100% Marche Multiservizi); 43% at end 2019. ER T M
• Update the electricity grid resilience plan implemented in 2018 and • execute the interventions planned on primary/secondary substations to automate the network, improving the continuity and quality of service.      
• Emergency gas services: maintain a much higher level than ARERA 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 2018. ER T M
• Further improve compliance with commercial quality standards for gas, electricity, water and district heating services. Further reduce the compensation paid to customers for non-compliance with standards.  ER T M

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