Acea illuminates the beauty of Rome
In agreement with the relevant authorities, Acea enhances the monumental and architectural heritage of the capital through artistic lighting, with about 10,000 dedicated points of light. The company, which has significant expertise in this area, also makes itself available for actions requested by third parties (e.g. ecclesiastical bodies, hotels, etc.).
In 2018 a number of important tasks were performed, as already mentioned at the beginning of the paragraph. The boxes that follow illustrate works done on historical fountains and other two projects outside of Rome.
NEW LED LIGHTING FOR THE FOUNTAINS
At the request of Roma Capitale, Areti prepared a project for the conversion of the incandescent lighting systems of some historical fountains to LEDs. The objective was achieved by maintaining the same cast brass fixture, replacing the incandescent system with a specially designed and produced 20 W LED plate, equipped with a temperature sensor to help deal with any overheating.
The works were carried out for the Acqua Paola fountain in Via Garibaldi (Gianicolo); the Moses fountain in Largo di Santa Susanna and for the Naiads fountain in Piazza della Repubblica.
The Acqua Paola fountain consists of five large arches flanked by columns, a large basin and a large attic with the dedicatory inscription and papal coat of arms. Behind it is a small garden with a staircase and a "terrace" overlooking the city. The existing system illuminated each of the parts listed above, including the basin, thanks to underwater projectors. The new lighting system was able to maintain the same number of fixtures and the same system geometry: inside the fountain, fixtures were installed with a special 20 W LED plate, as mentioned above, while the other fixtures were replaced with others equipped with LED technology and specific optics chosen in order to achieve the best result and prevent leakage of the light. The project made it possible to switch from the use of 4,412 W to 1,012 W nominal. For the Moses fountain it was also possible to maintain the geometry of the existing system by replacing the fixtures with others equipped with LED technology using 20 W of power and a colour temperature of 4000 K. For the more complex lighting system of the Naiads fountain, it was possible to maintain the same configuration as the underwater systems, as in the other cases replacing the previous ones with LED technology devices, while for the lighting of the upper part a new system was created with 4 LED projectors installed on two supports in the piazza in front of the fountain.
ILLUMINATION OF THE CASTLE OF SANTA SEVERA
In May 2018 Acea was awarded an important new permanent artistic lighting project for the Castle of Santa Severa, as part of a wider site redevelopment project carried out by the Lazio Region.
Built between the 10th and 11th centuries and renovated several times until reaching its present 16th century form, the castle is considered an architectural jewel, set in a context of particular historical interest – the medieval village surrounding the Castle is in the area of the ancient Etruscan site known as Pyrgi – and natural beauty, situated along the Lazio coast.
The project sought to skilfully use lighting to enhance the distinctive elements of the imposing building: the Saracen tower, the front facing the sea, the front facing the beach, the corner tower, the rear elevation, as well as the archaeological area inside the court.
A total of 94 linear fixtures and projectors with the latest LED technology were used, for a total power of about 3,000 W, bringing out the colours of the masonry structure. The lighting is mainly from the bottom shining up on the external elevations, while the inner parts of the castle are illuminated with projectors. The fixtures were positioned in such a way as not to alter the perception of the architectural complex.
The permanent lighting was combined with other renovations, which provided for the opening of a hostel and new areas used as a museum, and allowed the use of the area also for evening visits. This project was the first Art Bonus for the Acea Group.
ILLUMINATION OF THE ROMAN THEATRE IN BENEVENTO
In July 2018 the lighting of the Roman Theatre in Benevento was inaugurated with a dedicated event – a concert by Nicola Piovani in front of a large public – in the area where Gesesa operates, an Acea Group company active in the water sector.
The Roman Theatre, built by Emperor Hadrian in 126 AD and then enlarged by Caracalla between 200 and 210 AD, is semicircular in shape, with a diameter of 90 metres and space for up to 15,000 spectators. With full usability and still perfect acoustics, the archaeological site is of particular importance for the city, and, thanks to the works done by Acea, has returned to new life.
For the lighting system created by Acea SpA thanks to an agreement with Mibact and Gesesa, with the placet of the Superintendence and in agreement with the Municipality, it was decided to light both the exterior (top of the crown, pillars and apses) of the architectural structure of the Theatre and the interior (auditorium and stalls) with 120 LED fixtures with a high level of environmental sustainability (the overall power is in fact 3,200 W), in two different colours (white and yellow-gold), which made it possible to highlight the differences in the materials the structure is made of.
QUALITY IN THE WATER AREA
The Acea Group manages the integrated water service (IWS) in several Optimal Areas of Operations (ATO) in Lazio, Tuscany, Campania and Umbria, through investee companies.
In compliance with the reporting boundary (see Disclosing Sustainability: methodological note) the following is a description of the activities of Acea Ato 2 in Optimal Area of Operations 2 - Central Lazio (Rome and another 111 municipalities in Lazio, with about 3.7 million inhabitants served in 2018), the historical area of the Group’s operations 52, by Acea Ato 5, also operating in Lazio (Ato 5 - southern Lazio and Frosinone, with 86 municipalities and about 470,000 inhabitants served during the year) and, by Gesesa, operational in Campania (in the district of Benevento and province, 22 municipalities managed, and more than 137,000 inhabitants served in 2018) 53.
The management of the integrated water service (IWS) follows the entire cycle of drinking water and wastewater: from the collection of the natural resource from the springs until its return to the environment.
It is regulated by a management agreement stipulated between the company that takes charge of the service and the Area Authority (EGA - Ente di governo dell’Ambito). The "Stand ard Agreement" that governs the relations between the entrusting bodies and the operators, at the time subject to regulation by ARERA 54, defined the minimum essential contents in a uniform manner throughout the country. The model agreement concerns the instruments for keeping the economic and financial balance of the management systems and updating of the data and information on the basis of the planning activities required by the Authority for the approval of the tariff preparation and takeover procedures, with consequent payment of the reimbursements due. For the main regulatory interventions on the water sector undertaken during the year by ARERA, see the beginning of paragraph Quality delivered and, for more details, the Authority’s website.
The Integrated water service charter 55 annexed to the Agreement defines the general and specific quality standards that the manager must respect in relation to the users, in compliance with Resolution 655/15 as regards contractual quality and, from 2018, also in compliance with Resolution 917/17 for technical quality aspects.
Customer relations are also disciplined by the User Regulations, also annexed to the Agreement, which establishes the technical, contractual and economic conditions which the managers must respect in supplying the services. For the contractual quality performances supplied by the water companies, see sub-paragraph Levels of quality regulated by ARERA in the water segment hereunder.
52 - Acea has been entrusted with the running of the capital’s aqueduct service since 1937, the water treatment system since 1985 and the entire sewerage system since 2002, effective 1 January 2003. The Rome and Fiumicino network is therefore defined as “historical”.
53 - These are the main companies of the Acea Group, operating in the water sector in Italy and consolidated in the financial statements using the line-by-line method (100% Acea SpA), with the exception of Gori SpA, which entered the full scope of consolidation in November 2018. They alone account for 50% of the population served in the water sector by all Group companies. The other companies operating in Tuscany, Umbria and Campania, owned by Acea, are consolidated using the equity method, consequently they are not included in the reporting boundary, with the exception of certain global data aimed at representing the general dimension of the Group, as specified in the text from time to time (see also Relations with the environment and the Environmental accounts, as well as the chapter, outside of the boundary of the DNF pursuant to Legislative Decree 254/2016, Water company data sheets and overseas activities).
54 - With Resolution 656/15.
55 - The Integrated water service charter is applied progressively in the municipalities under management. The Service charters of Acea Ato 2 and Acea Ato 5 are available online on the website www.gruppo.acea.it. Specifically, Acea Ato 2 has adopted the Service Charter as modified in ARERA resolution no. 655/2015/R/idr and the Conference of Mayors in Ato 2 - Central Lazio and Rome on 27 July 2016, no. 1/16 “adoption of the 2016-2019 regulatory scheme” and no. 3/18 "adoption of the regulatory framework relating to the updating of the 2018-2019 tariff guidelines".
56 - The data are progressively georeferenced and therefore increasingly accurate. Specifically: 729 km of aqueduct, 1,029 km transport networks, 9,486 km distribution.
THE IWS OF ATO 2 - CENTRAL LAZIO
Acea Ato 2 performs the design, construction, maintenance and restoration of networks and plants across the Ato 2 area - Central Lazio and operates in respect of the procedures in the QASE (Quality, Environment, Safety and Energy) management systems, certified according to UNI EN ISO and OHSAS standards (see Corporate identity, Management Systems).
The company continues to progressively acquire the management of the municipalities falling within the Optimal Territorial Area of reference, after having carried out reconnaissance of the state of the infrastructure (networks and plants) in agreement with the local administrations. In case of situations of non-conformity, it must however wait for the execution of the works necessary for their compliance, which are carried out by the municipalities concerned if they have economic capacity, or by Acea Ato 2 after acquiring only the water service and the prior authorisation of the Operational Technical Secretariat for the coverage of the tariff. In 2018, the IWS (integrated water service) of the Municipalities of Civitavecchia, Capena and Morlupo was acquired, although the start of the transfer of the sewerage and treatment sectors, as mentioned above, was subject to the completion of works to upgrade the municipal sewerage treatment plants and pumps. As at 31 December 2018, out of the 112 municipalities in Ato 2 - Central Lazio, Acea Ato 2 managed the integrated water service - aqueduct, sewerage and waste water treatment - in 79 municipalities, equal to about 94% of the total population in Ato 2; the IWS was partially managed in another 17 municipalities.
According to georeferenced data, the infrastructure managed in the area includes about 11,250 km of networks (aqueduct, transport, distribution) 56 for drinking water and about 5,800 km of sewerage networks. The networks are connected to a complex system of facilities and plants making the aqueduct, wastewater treatment and sewerage services operational. The company follows the development of new urban development and carries out work every year for the modernisation and efficient use of the systems and completion, expansion or reclamation of pipelines and networks.
During 2018 Acea Ato 2 continued its work on some projects started in the previous year aimed at improving the management of operational processes through re-engineering – in particular processes of water budgeting and meter checks requested by the customer – and the implementation of computerised functions for the precise monitoring of the "technical quality", according to the orders of the Authority.
With regard to infrastructure, in 2018 the 80th year of the inauguration of the upper section of the Peschiera aqueduct was celebrated with various events (see also the section on Communication, events and solidarity), and on these occasions significant strides were also made with respect to the construction of the new upper section of the Peschiera, which, starting from its springs, will have to complement the existing aqueduct providing an alternative to ensure the water supply of the metropolitan area of Rome and many other municipalities (see the dedicated box).
NEW INFRASTRUCTURE FOR THE CAPITAL'S WATER SUPPLY
In 2018 the foundations were laid for the construction of infrastructure of extraordinary importance for the security of the water supply in a territory like Rome and its province. It is the new upper trunk of the Peschiera aqueduct. The 27 km long aqueduct currently in existence and in operation has in fact reached such an age that major maintenance work is necessary and cannot be “taken out of service” without having a significant impact on the adequacy of the water supply in the area.
For this and other reasons, the new Upper Section of the Peschiera represents the main project that Acea Ato 2 intends to carry out and that will keep it busy for the next few years, to ensure the reliability of the drinking water supply of a very large area and of particular importance. Following the request of the Lazio Region of 12 December 2017, the Minister of Infrastructure and Transport ordered the establishment of a Steering Committee with note 987 on 11 January 2018, and appointed it at the Superior Council of Public Works for the purpose of “securing the supply of Rome and purification of drinking water sources in Lazio”, including through the coordination of the work’s pre-design and design activities.
Acea Ato 2 prepared the so-called “requirements framework” 57 for the project, based on the indications of the Steering Committee as envisaged by Article 23, paragraph 3, of the Public Contracts Code and Article 3 of the Planning Decree. In September 2018, the application for renewal of the diversion concession for the Peschiera-Capore springs for the Municipality of Rome was also admitted for preliminary processing.
57 - By “requirements framework” is meant “the document drawn up and approved by the administration prior to the planning of the project that identifies – based on the available data and in relation to the type of work or project to be carried out – the general objectives to be pursued through the implementation of the project, the needs of the community being served by the project, the specific qualitative and quantitative requirements that must be met through the completion of the project, also in relation to the specific type of users for which the projects are intended...“. www.codiceappalti.it/DLGS_50_2016/Art__3__Definitions/8368.
In view of the massive replacement of the meter inventory – by virtue of the provisions of Ministerial Decree 93/2017 – in recent years Acea Ato 2 has developed and patented (through Areti) an innovative system for remotely reading the new meters. Acea Ato 2 started the first “smart metering” experiments in 2016 with some pilot projects that offered some positive results.
The remote reading system requires that a pulse launcher and radio module be installed with the new meters, thus allowing remote reading of the consumption recorded by the meters, the data being collected by a special Management Centre. The installation of the meters equipped with the remote reading system was started at the end of 2018 (see also below) and will allow the achievement of various benefits and efficiencies in 2019 like:
- billing based on actual consumption, thus minimising the use of estimates and consequent adjustment bills;
- monitor consumption in a precise, frequent manner so as to be able to make comparisons with data relating to the quantities input into the network in order to ensure a correct water balance.
During the year, the systematic search for hidden leaks in the distribution network in Rome continued and was extended to other municipalities, with the aim of recovering resources and coping with emerging problems related to climate change, like the exceptional drought that occurred in 2017. For further information, see also the section “Attention to water consumption” in the section “Relations with the environment” and, in particular, the sub-section “Water losses”.
At the same time as the search for hidden leaks, in February 2018 the last repairs to the underground structures already noted in 2017 were completed. About 90 structures were identified by this activity and a comprehensive upgrade programme was launched to replace all the plumbing components in them and which ended in 2018 with 63 interventions carried out. It should be noted that the execution of such jobs necessarily involves disruptions in the water supply (out of service) that often impact many users and in particular many special users, requiring careful planning and scheduling to minimise inconveniences.
Finally, as part of the progressive digitisation of the Ato 2 water and sanitation networks with the inclusion of data in the GIS information system, by 31 December 2018 more than 95% of the drinking water network and 85% of the sewerage network had been georeferenced.
THE AQUEDUCT SERVICE OPERATED BY ACEA ATO 2
The aqueducts and the transport network are controlled remotely, from a qualitative and quantitative viewpoint, and remote sensing provides information useful for knowing the status of the network and its operation (set up of the plants, status of the pumps, position of the valves, measurements, alarms and the possibility of performing remote controlled manoeuvres). According to the data extracted from the GIS system, the total network subject to remote management, including that of the aqueduct, is about 7,292 km. Thanks to the progressive implementation of the system, 670 water stations were partially or totally remotely controlled (with pressure and/or flow and/or level measurements) in 2018, and 288 of them (amongst which the Water Kiosks active in the year) were equipped with remotely controlled quality measurement capabilities. Furthermore, more than 400 pressure points were equipped with remote control, spread along the distribution network.
As a result of higher rainfall during the autumn-winter period, 2018 benefited from a better situation than 2017 in terms of greater availability of spring water. Nevertheless, in order to secure the water supply of the area served, Acea Ato 2 has implemented important initiatives, some of which mentioned above (search for water leaks and upgrading of infrastructure, start of the project for the construction of the new trunk of the Acquedotto del Peschiera). In order to increase the resilience of the Roman water system with respect to extreme events that may occur as a result of climate change, the Grottarossa plant has been adapted and upgraded to purify the water of the Tiber river (about 500 l/s), to be used only in emergency situations to supply the City of Rome, to supplement the water reserves of Lake Bracciano. The plant – completed at the end of October in an exceptionally short time – is equipped with the most advanced and innovative water treatment and quality control systems and is able to produce water that is absolutely safe from the point of view of hygiene in compliance with sector regulations. In order to improve its management and optimise pressure in the distribution network, in 2018 extensive controls were carried out on the aqueducts and large supply pipelines and interventions were carried out in the water centres. In many areas affected by critical situations during the drought of 2017, necessary works were carried out to ensure the monitoring of operating pressures through tools capable of managing the control in a dynamic, effective manner (hydraulic valves, pressure reducers, etc.). Furthermore, in some rural areas taps have been installed to regulate the flow rates of individual water meters in order to reduce consumption in the event of improper use of the water supply.
In this context, about 30 pressure regulating valves were installed in the municipalities of the Castelli area to create water districts at constant and controlled pressures so as to reduce the volumes of water loss.
Considering the entire territory of the Ato 2 managed, interventions were also carried out across approximately 63 km to reclaim the water network.
In August, the derivation from the Marcio Aqueduct (8th Siphon) to supply the Municipality of Frascati was completed, an intervention that made it possible to save on the supply that came from the Simbrivio Aqueduct and redistribute it to other municipalities.
The actions taken have made it possible to face the summer season without particular problems by optimising the available water resources and limiting shifts to the municipalities of Civitavecchia and Velletri, with a marked improvement over the situation of previous years.
In the area of the Municipality of Rome work continued dividing the networks into districts and installing new pressure points. The measures mentioned above, implemented to control and regulate the pressure in the water distribution network, have made it possible to recover significant quantities of water, with a reduction in the quantities injected into the network compared to previous years, particularly in the “historical network” – Rome and Fiumicino – (see the section on Relations with the environment in the paragraph Attention to water consumption).
Finally, during the year various experimental projects were launched, including: the mapping of the territory of Roma Capitale potentially subject to structural failure due to the presence of underground cavities and on which to start an alert system in the event of failure of the infrastructure and/or establish a driver to direct the planned renewal thereof;
- satellite soil analysis to identify areas potentially affected by water/surface damage and on which to start widespread leak search activities;
- the use of the GIS platform to identify urbanised areas where, despite the presence of water infrastructure, there are no active supply contracts. Such situations indicate potential unauthorised use, supplies that have not been reactivated, contracts that have not been correctly transferred from previous management systems, etc.
The installation of new meters or the replacement of those that did not function properly also continued. In 2018 this involved about 40,000 new installations and replacements, including interventions within the framework of the mass replacement project. As already mentioned, in fact, at the end of 2018, by virtue of Ministerial Decree 93/2017, a mass replacement project was started with the installation of about 18,000 new meters and approximately 600 remotely monitored meters.
The installation of the remote modules started in the last days of the year, following the positive test of the entire infrastructure necessary for the project (private VPN for remote data communication to the Management Centre and release of the SAP-WFM-CG application map integration). The activity will continue throughout 2019.
Also carried out during the year were important routine maintenance activities – such as closing pipelines for repairs; washing and disinfection of tanks and ducts – to ensure flexibility and efficiency in the transport system. During these interventions reclamations and replacements of hardware, valves, etc. were carried out in order to optimise the water distribution.
Table 20 shows the main ordinary and extraordinary maintenance work carried out during the year on the water networks in Rome and the other managed municipalities, and the tests performed on the quality of supplied drinking water.
TABLE NO. 20 - MAIN INTERVENTIONS ON THE AQUEDUCT NETWORKS AND CONTROLS ON DRINKING WATER IN ATO 2 - CENTRAL LAZIO (ROME AND OTHER MANAGED MUNICIPALITIES) (2018)
|TYPE OF WORK||(NO.)|
|Interventions due to aqueduct network failure/leak detection (water network and derivations of users)||21,963 intervetion (17,263 due to foult. 4,700 leak detection)|
|Meter installations (including new installation and replacement)||about 40,000 intervetions (about 12,000 new intallation and about 28,000 replacement)|
|Water network extension||15.4 km water network extensin|
|Water network reclamation||62.8 km of reclaimed network|
|Drinking water quality control||10.751 samples collected and 359,491 analytical tests performed on drinking water|
With regard to the continuity of water supply in 2018, 1,032 interruptions and water reductions were recorded; of these, 830 were urgent interruptions (due to accidental breakdowns of pipelines/plants) and 202 were planned. About 4.4% of the overall shutdowns lasted for more than 24 hours.
TABLE NO. 21 - NUMBER, TYPE AND DURATION OF DISRUPTIONS IN THE SUPPLY OF WATER IN ATO 2 - CENTRAL LAZIO (2016-2018)
|total disruption(no.)(no.) (**)||1,950||2,058||1,032|
|suspension lasting > 24h (n.)||193||242||45|
(*) The 2018 data refer to the reports prior to the reclamation activity currently under way and to all the cases reported in the register of service interruptions envisaged by “ARERA” by resolution 917/2017, i.e. interruptions of less than < one hour and more than > one hour. The reclamation work in progress will lead to an increase in the valuesshown and their probable alignment with those of 2017. The adjustments, after data consolidation, will be reported in the next reporting cycle.
(**) The data for total disruptions includes shutdowns (due to damage to pipes/pipelines and network manoeuvres) and the interruptions due to disruptions and plant anomalies.
Acea is committed to protecting the areas where water supply sources are present and controls the quality of the water distributed for drinking use and water returned to the environment (see Relations with the environment, Water segment and Environmental accounts). Acea Ato 2, with the support of Acea Elabori, performs tests on samples collected from springs and wells, supply systems, reservoirs and along the distribution networks. The frequency of the tests and sample collection points are defined taking into consideration a number of variables, such as volumes of water distributed, population covered, network and infrastructure conditions and specific characteristics of local springs. Comprehensively, during the year in the municipalities of Ato 2 - Central Lazio under management, 10,751 samples were collected and, in total, both by Acea Elabori and Acea Ato 2, 359,491 tests performed on drinking water. The data on water quality, periodically updated, are also available online (www.gruppo.acea.it). In 2018 Acea Ato 2 started implementing Water Safety Plans, starting from the new Grottarossa water purification plant that treats the waters of the Tiber in accordance with Ministerial Decree 14/06/2017 (see also the section on Relations with the environment).
The quality of the spring water collected to supply the areas of Rome and Fiumicino (“historical network” of Acea) is at excellent levels. In the Castelli Romani area and other areas of northern Lazio, the volcanic nature of the terrain causes the presence in groundwater of mineral elements such as fluorine, arsenic and vanadium in concentrations exceeding those envisaged by the law. This has made it indispensable to supply some municipalities notwithstanding these legal provisions and the planning and realisation of numerous operations aimed at overcoming these issues, such as the decommissioning of some local sources of supply to replace them with higher quality springs. In recent years, a number of drinking water plants were built, which were gradually been put under remote management.
In 2018, the drinking water plants serving the municipalities of Allumiere (“5 Bottini”) and Genazzano (“Pozzo San Filippo”) entered into operation. The degasser of Barozze has also been requalified in the Municipality of Rocca di Papa, for which the final testing is under way. Finally, projects were launched and the works assigned for the construction of new drinking water plants and/or upgrades and reinforcement of existing ones in Ariccia (“Montetondo” and “Orsini”), Bracciano (“Pozzo del Pero” and “La Lega”), Castel Gandolfo (“Madonna di Coccio”), Trevignano (“Madrid”) and Marino (“Camporesi”).
Acea measures customer habits and perceptions regarding the quality of the water supplied. Customer satisfaction surveys conducted twice yearly call for an in-depth review of this topic both in Rome as well as in other municipalities of Ato 2. The opinion on taste, smell and clearness of the water distributed in Rome and Fiumicino, given by the sample of interviewees, was good and equal, on the average of the two surveys to 7.6 out of 10; the same datum of global satisfaction, in the province, is 7.1 out of 10, both in line with the previous year. In Rome 52% of the interviewees say they normally drink tap water at home whereas 29% states they never drink it; such percentages, in provincial areas, change to 37.4%, for those routinely drinking tap water and to 43.1%, for those who do not. Among the reasons given by those who never drink tap water, for Rome and Fiumicino, the habit to drink mineral water prevails, in 51.9%; unlike in previous years, the same reason is given for the first time in the province in 46.4% of cases.
During the year, the installation of Water Kiosks continued – free dispensers of natural or sparkling chilled water available to citizens and tourists for a total of 77 active Water Kiosks at the end of the year: 23 in the city of Rome and 54 in province of Rome.
The water distributed is the same as the aqueducts and the quality is certified by strict regular checks conducted by Acea and the relevant local health authorities. These water dispensers have a 180 l/h flow rate, allowing a 1 litre bottle to be filled in 20 seconds.
Each Water Kiosk is fitted with a monitoring device linked to the Acea Ato 2 remote control systems and is also equipped with USB power supply sockets for recharging devices such as mobile phones or tablets and a screen for transmitting company/ local information. The initiative continues to enjoy a high level of popularity: in 2018 the Kiosks dispensed a total of 19,250,000 litres of water, of which about 57% was sparkling water. In addition to obvious social benefits, it is also important to stress the environmental benefits: the dispensed litres are in fact equivalent to about 385 tonnes of plastic saved in the year (equal to about 12.8 million 1.5 litre bottles) and about 680 tonnes of CO2 not emitted into the atmosphere due to bottles not being produced 58 and net of emissions due to energy consumption by the Kiosks and the CO2 added to produce sparkling water.
Acea Ato 2 manages 9 of the main artistic and monumental fountains of the Capital: the Triton Fountain, the three Fountains in Piazza Navona (the Fountain of the Four Rivers, the Moor Fountain and the Fountain of Neptune), the Trevi Fountain, the Fountain of Turtles, the Fountain of Moses, the Naiads Fountain and the “Fontanone Mostra dell’Acqua Paola” on the Janiculum hill.
In the Municipality of Rome the company also manages the pumping stations, reservoirs that feed the non-drinking water network and irrigation network supplying water for “jeux d’eau” in major artistic fountains. Acea Ato 2 is also responsible for the water segment up to the “point of delivery” for the drinking fountains and fire hydrants and intervenes in the event of damage to the water supply system and for water flow opening and closing operations.
THE WATER TREATMENT AND SEWERAGE SERVICE MANAGED BY ACEA ATO 2
As is known, the integrated water service includes the collection of wastewater and its treatment prior to being returned to the environment.
The treatment system in Ato 2 - Central Lazio consists of a configuration organised in “areas”, territorial units comprising wastewater treatment plants, sewerage networks connected thereto and the associated water pumping stations. According to georeferenced data, the infrastructure managed at 31/12/2018 includes about 5,830 km of sewerage networks (of which over 4,000 km managed in Rome) 625 sewerage pumping systems (195 of which in the municipality of Rome) and 170 treatment plants (33 of which in the municipality of Rome).
With regard to the sewerage and treatment system, the progressive implementation of remote management of the entire sector continued: 565 pumps and 167 small purifiers were remotely managed, with signals being transmitted to the central remote control room.
The main treatment plants are managed by local control rooms (COBIS, North Rome, Ostia, South Rome, East Rome), which are being modernised with the connection of the entire inventory of meters and controls to the central control room. In 2018, the modernisation of the local control room of the COBIS treatment plant was completed, making it possible to remotely command it from the centre as well.
Apart from the management and maintenance activities during the year there were works on extension, integration and reclamation of the sewerage network, together with controls on wastewater (see Table no. 22). In 2018, about 5,900 interventions were carried out including repairs and scheduled maintenance. In addition to repairing any damage identified, work on the network often involves an inspection of longer sections and this allows for reclamation to be planned in order to improve operating conditions.
TABLE NO. 22 - MAIN INTERVENTIONS ON THE SEWERAGE NETWORKS AND CONTROLS ON WASTEWATER IN ATO 2 - CENTRAL LAZIO (ROME AND MANAGED MUNICIPALITIES) (2018)
|TYPE OF WORK||(NO)|
|Interventions due to sewerage network failure||4,709 interventions|
|Planned maintenance||1,205 interventions|
|network extension||3.5 km extension of the sewerage network|
|Network reclamation||8.2 km reclaimed|
|Wastewater quality control||7,050 samples collected and 127,378 tests performed on wastewater|
Acea surveys parameters that specify the quality of water entering and exiting treatment plants and the impact on receiving water bodies: the Tiber and Aniene rivers (see also Relations with the environment, Water segment). In 2018, 263 samples were taken at 17 sampling points on the Tiber and Aniene rivers and at 10 points on Lake Bracciano. The Acea Ato 2 Environmental Operations Centre constantly monitors data recorded by remote control, thanks to the adoption of avant-garde technology, relating to hydrometric and rainfall information concerning the Rome area, shared with the Rome Hydrographic and Tide Gauge Operations Office, as well as data on the quality of the water along the urban stretches of the Tiber and Aniene rivers. Currently there are 7 continuous monitoring units.
In October 2018, in particular, the new Acea Ato 2 Environmental Operations Room was inaugurated, a further step forward in terms of innovation, modernity, safety and operational efficiency at the service of the local region and the public.
The new operations room is equipped with an array of innovative solutions for identifying leaks and troubleshooting faults, as well as tools for monitoring all Roman districts to ensure a constant and timely supply, 24 hours a day, in response to the needs of the population.
THE IWS IN ATO 5 - SOUTHERN LAZIO-FROSINONE
Acea Ato 5 performs network and plant design, construction, maintenance and restoration interventions on networks and plants across the Ato 5 area - Southern Lazio - Frosinone and operates in accordance with the procedures in the QASE (Quality, Environment, Safety and Energy) management systems, certified according to UNI EN ISO standards, also with regard to health and safety (ISO 45001:2018) (also see Corporate Identity, Management systems).
The municipality of Cassino came under management during the year. As at 31 December 2018 the integrated water service – aqueduct, sewerage and treatment – was managed in 86 municipalities, equal to approximately 95% of the total population of Ato 5, including the management of two municipalities outside the area (Conca Casale and Rocca d’Evandro) and the acquisition of the management of the municipality of Atina during the year 59.
According to progressively georeferenced data, Acea Ato 5 managed a total of about 5,200 km of network (including supply and distribution) 60, serving the drinking water system, and about 1,775 km of sewerage networks. The networks are connected to a complex system of equipment and plants that make the aqueduct, treatment and sewerage services possible.
During 2018, the modernisation of the technological infrastructure to serve operating processes continued, with particular attention to the management aspects involved in the interventions of the sector’s regulatory authority.
With regard to the progress of the georeferencing of networks and plants, with the entry of data in the GIS - Geographic Information System, as mentioned above, during the year all the active plants – water sites (wells, springs, reservoirs) and sewerage and purification pumping plants – were mapped and loaded into the IT platform, including the relative functional schemes, making it easier and more effective for technicians to intervene. A four-year plan was also launched in January 2019 for the precise surveying of the water and sewerage networks of all the municipalities in the area, the search for leaks and their division into districts and the extension of remote management.
As at 31.12.2018, 4,027 km of the water network had been digitalised (227 km of the supply network and 3,800 km of the distribution network), as shown in the Area Plan documentation.
All the locations of the user meters are also present in the GIS, updated on a daily basis.
The company intervenes on the infrastructures each year, through the modernisation or efficient use of the plants and the completion, extension or reclaiming of the pipelines and networks. In 2018, the analysis of the water network structures involved the municipalities of Arce, Roccasecca, Colfelice, Castrocielo and Supino, with the support of another Group company, and similar activities were carried out with internal resources in a portion of the municipalities of Arpino, Pico and Villa Santa Lucia.
In addition, 2,654 orders for leak searches have been scheduled for the entire territory.
In Frosinone and Ceccano, reclamation works were carried out on the water networks that allowed a recovery of water estimated at about 4 l/s for the municipality of Ceccano and about 10 l/s for the municipality of Frosinone (see also Relations with the environment).
THE AQUEDUCT SERVICE MANAGED BY ACEA ATO 5
Some of the water sites managed by Acea Ato 5 – consisting of supply sources and distribution plants (dividers and reservoirs), sewerage lifting systems and purification plants – are equipped with remote control-enabled technology. In particular, both telemetry and command and control activities are carried out; hydraulic parameters are also recorded, such as water flow, network pressure, reservoir levels, operating status of the electric pumps, with relevant electrical parameters, and, lastly, qualitative parameters (clearness and residue colour).
During the year, the number of sites managed remotely increased: the remotely control systems totalled 187 sites at 31/12/2018 (equipped with hydraulic measures – flow, pressure and levels – and 13 also equipped with water quality control systems).
The installation of new meters or replacement of those not working properly continued, leading to over 10,530 interventions in 2018. With regard to the evolution of meters, Acea Ato 5 will implement a project similar to the one carried out in Acea Ato 2 that envisages the development of a solution for remote reading of water meters, with the definition of a connectivity solution and the development of a management centre (managed by Areti) with an architecture integrated in the Acea application map.
Table 23 shows the main reclamation and replacement ordinary and extraordinary maintenance works completed, functional to improving the supply service in Frosinone and in the other municipalities under management, as well as the tests on the drinking water supplied.
TABLE NO. 23 - MAIN INTERVENTIONS ON THE AQUEDUCT NETWORKS AND TESTS ON DRINKING WATER IN ATO 5 - SOUTHERN LAZIO (FROSINONE AND MANAGED MUNICIPALITIES) (2018)
|TYPE OF WORK||(NO)|
|Interventions due to aqueduct network failure||10,084 interventions of repair|
|Planned maintenance work on aqueduct network||73 interventions (18 on the supply network and 55 on the water distribution network)|
|Meter installations (including new installation and replacement)||10,536 interventions|
|Water network extension||1 intervention on water network extension, for about 0.4 km of extended network|
|Water network reclamation||32 interventions of extraordinary network reclamation for about 42.4 km of reclaimed network|
|Drinking water quality control||2,272 samples collected (including samples collected for extraordinary testing) and 115,345 tests performed on drinking water|
59 - The acquisition of the management of the municipality of Atina was completed after a long dispute between Acea Ato 5 and the municipality. At the end of November 2018 there was also the final decision of the Council of State, which imposed the transfer of the management of the IWS of the Municipality of Paliano to Acea Ato 5 and for which the procedures for acquisition are under way with the Operational Technical Secretariat.
60 - In detail: about 1,200 km transport network and 4,000 km drinking water distribution network. The data have been revised in light of the relevant activities of the networks and their digitisation in GIS.
With respect to water supply continuity, in 2018 702 network shutdowns were necessary, of which 552 urgent (pipeline or plant faulty, interrupted energy, etc.) and 149 planned; just 2 shutdowns lasted more than 24 hours
TABLE NO. 24 - NUMBER, TYPE AND DURATION OF DISRUPTIONS IN THE WATER SUPPLY IN ATO 5 - SOUTHERN LAZIO (2016-2018)
|urgent disruptions (no.)||355||303||552|
|planned disruptions (no.)||375||270||149|
|total disruptions (no.) (*)||730||573||702|
|suspensions lasting > 24hrs (no.)||2||6||2|
(*) The data for total disruptions includes shutdowns (due to damage to pipes/pipelines and network manoeuvres) and the interruptions due to disruptions and plant anomalies. The number of total out of service cases was therefore used for the calculation.
Acea Ato 5 monitors the quality of drinking water with the support of Acea Elabori. Tests are carried out on samples collected from springs and wells, supply plants, reservoirs and along distribution networks, as well as samples collected for extraordinary testing (users, local health authority requests, etc.). The frequency of the tests and sample collection points are defined taking into consideration volumes of water distributed, population covered, network and infrastructure conditions and specific characteristics of local springs. In 2018, more than 115,345 tests were performed as a whole on 2,272 samples collected. The main water quality parameters are also available online on the website (www.gruppo.acea.it).
Customer satisfaction surveys for Acea Ato 5 customers also required an in-depth review of drinking water quality perception with respect to taste, smell and clearness of the water distributed.
The overall rating expressed has not yet reached full satisfaction and is 5.6 out of 10. The percentage of respondents who say they habitually drink tap water, 20.1%, and consequently the percentage of those who say they never drink it, 65.3%, remains limited, although it is slightly increasing. Three main reasons were given for this: 32.1% stated “I don’t trust the factors of hygiene”, 30% said “I am used to drinking mineral water”, and in 27.5% of the cases, “it is not good for my health (too much calcium, presence of minerals)”.
THE WATER TREATMENT AND SEWERAGE SERVICE MANAGED BY ACEA ATO 5
The collection of wastewater and its treatment prior to being returned to the environment are part of the integrated water service.
The treatment system in Ato 5 - Southern Lazio consists of a configuration organised in “areas” comprising wastewater treatment plants, sewerage networks connected thereto and the associated water pumping stations. The infrastructures managed at 31.12.2018 included 213 sewerage pumping stations, 131 treatment plants and 1,775 km of dedicated networks.
The mapping of the sewerage network in GIS, as for the water networks, continued during the year: as at 31.12.2018 the digitised network in the cartographic system was 224 km (217 km of primary section, 6 km of connections and about 1 km of discharge section).
Like every year, planned maintenance and faulty repair works were completed on the networks servicing the sewerage and purification system, work progressed on the replacement or realisation of collectors and realisation and extension of the sewerage network (see Table no. 25).
Wastewater testing was carried out on 2,910 samples, for a total of 35,064 analytical tests.
TABLE NO. 25 - MAIN INTERVENTIONS ON THE SEWERAGE NETWORKS AND TESTS ON WASTEWATER IN ATO 5 - SOUTHERN LAZIO (FROSINONE AND MANAGED MUNICIPALITIES) (2018)
|TYPE OF WORK||(NO.)|
|Interventions due to sewerage network failure||924 interventions|
|Planned maintenance work on sewerage network, of which:||12 planned interventions|
|planned network extension||4 interventions to expand the sewerage network, on about 1.6 km of extended network|
|planned network reclamation||8 interventions of network reclamation for about 3.8 km of reclaimed network|
|Wastewater quality control||2,910 samples collected and 35,064 tests performed on wastewater|
THE IWS IN ATO - CALORE IRPINO
Gesesa performs design, construction, maintenance and restoration interventions on networks and plants in Benevento and provincial areas, across the Ato - Calore Irpino and operates in accordance with the procedures in the QASE (Quality, Environment, Safety and Energy) management systems, certified according to UNI EN ISO and OHSAS standards (also see Corporate Identity, Management systems).
The municipality of Morcone was acquired during the year, therefore as at 31 December 2018, the integrated water service – aqueduct, sewerage and treatment – was managed in 22 municipalities, with a population served equal to about 137,300 people.
As a whole, according to the data the company managed about 1,541 km of networks (including supply and distribution) 61, serving the drinking water system, and about 553 km of sewerage networks (including outfalls, main and secondary collectors); the networks are connected to a complex plant and construction system that make it possible to operate the aqueduct, purification and sewerage service.
Digitalisation is under way on the drinking water and sewerage networks using GIS (Geographic Information System), also with a view to integrating other information systems.
The company intervenes on the infrastructures each year, through the modernisation or efficient use of the plants and the completion, extension or reclaiming of the pipelines and networks. In 2018, the analysis of the set-up of the water networks and leak detection and recovery led to 291 interventions and the reclamation of about 1.4 km of water supply network. The “division into districts” method was developed for water networks, progressively extending the reduction in pressure in all the managed municipalities.
As mentioned above, digitisation of the networks in GIS has continued, and as at 31.12.2018 the aforementioned lengths of water and sewerage networks have been mapped. The data are always being modified and updated.
The water sites (wells, springs, reservoirs/dividers) and the sewerage pumping and treatment plants have already been geo-referenced, including the relevant functional schemes, making technical intervention easier and more effective. However, upgrades are also taking place here as well.
61 - Specifically: 166 km transport network and 1,375 km drinking water distribution network.
THE AQUEDUCT SERVICE MANAGED BY GESESA
The network is remotely controlled in one sole entry point in the district of Santa Colomba in the municipality of Benevento, where input flow and pressure is measured and the pressure in the less advantaged point. The sites (provisioning sources and distribution plants, sewerage pumping and purification plants) have been progressively equipped with remote control-enabled technology, 25 of them as at 31.12.2018. It is planned to progressively expand the system.
The interventions undertaken in 2018 include the revamping of the San Nicola pumping station.
The installation of new meters and replacement of those not working properly was carried out in the year and totalled 2,732 interventions.
Table no. 26 shows the main ordinary and extraordinary maintenance works, including extension and reclamation performed on the water networks, functional to the drinking water supply service, as well as testing on the supplied drinking water.
TABLE NO. 26 - MAIN INTERVENTIONS ON THE AQUEDUCT NETWORKS AND TESTS ON DRINKING WATER IN ATO - CALORE IRPINO (BENEVENTO AND MANAGED MUNICIPALITIES) (2018)
|TYPE OF WORK||(NO.)|
|Interventions due to aqueduct network failure/leak detection||2,544 interventions (2,253 due to fault and 291 leak detection)|
|Planned maintenance work on aqueduct network||90 interventions|
|Meter installations (including new installation and replacement)||2,732 interventions (including new installation and replacement)|
|Water network extension||0.84 km water network extension|
|Water network reclamation||1.4 km of reclaimed network|
|Drinking water quality control||297 samples collected and 6,101 analytical tests performed on drinking water|
Gesesa monitors the quality of drinking water. Tests are carried out on samples collected from springs and wells, supply plants, reservoirs and along distribution networks, as well as samples collected for extraordinary testing (users, local health authority requests, etc.). The frequency of the tests and sample collection points are defined taking into consideration volumes of water distributed, population covered, network and infrastructure conditions and specific characteristics of local springs. In 2018, more than 6,101 tests were performed as a whole on 297 samples collected.
Moreover, parameters concerning radioactivity were analysed on 14 samples (pursuant to Legislative Decree 28/2016). The main water quality parameters are also available online on the website (www.gruppo.acea.it).
Gesesa launched its customer satisfaction surveys in the second half of 2018, with an initial questionnaire given to a sample of 500 people representing the user base (see the Perceived quality section). They were also asked to express an opinion on the quality of the water, and in particular an overall assessment of the taste, smell and clarity of the drinking water distributed. The overall rating was average, equalling 6.7 out of 10. Questions were also asked about customers’ habits in their use of tap water.
There was a low percentage of respondents stating that they usually drink tap water, 20.4%, as was the high percentage of those stating that they never drink any, 61.4%. For the latter, the main reason given in 42.3% of cases is the habit of drinking mineral water; in 24.4% of cases, moreover, the reason given is “I don’t like its taste”.
In relation to water supply continuity, Gesesa is still implementing an information system which shall record incoming calls to the operations room due to urgent interventions requested by users. Therefore, data for the year are not available. However, the summer period has involved scheduled manoeuvres of closing and opening water in some areas of the municipalities served due to scarcity of water resources.
THE PURIFICATION AND SEWERAGE SERVICE MANAGED BY GESESA
The collection of wastewater and its treatment prior to being returned to the environment are part of the integrated water service. The treatment system in Ato - Calore Irpino consists of a configuration organised in “areas” comprising wastewater treatment plants, sewerage networks connected thereto and the associated pumping stations. The infrastructures managed at 31.12.2018 included 18 sewerage pumping stations, 32 treatment plants and 553 km of dedicated networks.
The city of Benevento is not served by a centralised purification plant and the Municipality of Benevento is planning the design for its realisation and the connection outfalls.
In 2018, 195 interventions due to fault and 16 planned interventions were completed on the networks servicing the sewerage and purification system. Apart from the management and maintenance activities, work progressed on the extension, integration and reclamation of the sewerage network (see Table no. 27). Wastewater monitoring was carried out on 346 samples during the year, for a total of 4,702 analytical tests performed.
TABLE NO. 27 - MAIN INTERVENTIONS ON THE SEWERAGE NETWORKS AND TESTS ON WASTEWATER IN ATO - CALORE IRPINO (BENEVENTO AND MANAGED MUNICIPALITIES) (2018)
|TYPE OF WORK||(NO.)|
|Interventions due to sewerage network failure||195 interventiions|
|Planned maintenance work on sewerage network||16 planned interventions|
|Network extension||0.04 km extension of the sewerage network|
|Network reclamation||0.08 km reclaimed network|
|Wastewater quality control||346 samples collected and 4,702 tests performed on wastewater|
THE QUALITY LEVELS REGULATED BY ARERA IN THE WATER SEGMENT
The Regulation Authority for Energy, Networks and the Environment (ARERA) ruled on the matter of contractual quality for the water segment in 2015 (655/15/R/idr), defining the specific and general quality levels, in force for most of the aspects from July 2016 (see the start of paragraph Quality delivered). In May 2018 the second edition of the “Data collection - contractual quality of the IWS” was closed, which allowed ARERA, as part of its regulatory and control functions, to make an initial “annual” assessment of the levels of contractual quality guaranteed to users during 2017 62.
In 2016 Acea Ato 2 was one of the few companies at national level to have proposed improvement levels on the minimum standards of contractual quality and the Authority accepted the application from the Area Regulatory Agency (Mayors’ conference of Ato 2 Central Lazio) aimed at recognising awards related to contractual quality associated with the identification of stricter improvement standards respect to those defined by resolution 655/15 63.
In particular, the improvement standards regarding Acea Ato 2, concern 43 indicators out of the 47 set out by the resolution, having an average value of improvement of 46.5% in 2016 and 38.3% in the following years 64. The tariff related recognition of the award intervened in the year after that of the communication on performance 65 and within the limits that the proposed improvement levels were reached and aggregated (see also the box relating to prizes and sanctions in the chapter Institutions and the company).
It was also established that, so as to allow the Operating Technical Secretariat for the Area (STO) to control and assess performance, as from 2017 Acea Ato 2 is bound to producing, by 20 January of each year (early in respect of the term of 31 March set out by resolution 655/15) the Lists bearing data on performance for the previous year 66. Having completed the appropriate assessments, the Technical Secretariat proceeds with quantifying the award of economic competence to the year of reference.
Commercial performance, as mentioned, is separated into specific and general levels regarding which the national Authority has defined service standards expressed in various units of measurement. The table illustrating the performance of Acea Ato 2 shows the improvements proposed by the company next to the standards provided by the ARERA, as well as, where pertinent, the average actual completion time for the services and, as prescribed, the degree of compliance of the improvement standard. The performance 2018 for Acea Ato 2 (see Table no. 28), shows an average compliance equal to about 91.4%, with excellent results achieved in the following macro-areas: reactivation and deactivation of supply, meter and pressure checks, account changes, complaints, billing, branches and call centres.
The indicators related to the completion of works and connections represent an area of improvement to be focussed upon in the short/medium term.
Resolution 655/2015 provides for a mechanism of automatic indemnities to be granted to customers in the event of off standard services related to one of the specific indicators. From 2017 onward the unit value indemnity varies according to the delay in service execution (30, 60 and 90 Euros according to whether the service is completed in a time less than double the standard, at time ranging between double and triple the standard, or in triple or more than triple time of the standard). In 2018, Acea Ato 2 accrued automatic indemnities to customers amounting to approximately € 0.74 million.
Acea Ato 5 and Gesesa did not propose improvement standards with respect to those set out by the Authority and comply every year with the consignment times for performance data as provided by the latter (31 March 2019). It shall therefore not be possible to publish the available estimates on performance data herein. As these are not definitively aggregated data officially communicated to ARERA, such estimates are to be understood as exclusively indicative of the service performance and the publication of aggregated data 2018 is deferred to the next reporting cycle.
With this in mind, the estimates of Acea Ato 5’s 2018 contract quality performance, as defined by ARERA (see Table no. 29), have for the most part shown improvement compared to the final performance of 2017. For example, providing estimates and making water connections, the verification of the pressure level (intervention and communication), the arrival on site for urgent service, waiting times at the branch, while other parameters, like the execution of the sewerage connection or the execution of simple works is reduced by the percentage indicating the degree of compliance.
Also with regard to Gesesa, the performance estimates for the year (see Table no. 30) show, in some cases – e.g. for services related to billing, or arrival on site for urgent service – improvements with respect to the actual data for 2017, while the compliance percentages for other services, like the execution of simple and complex works or the activation of the supply, show a decrease.
During the year, Acea Ato 5 accrued automatic indemnities to customers amounting to € 330,000 (estimated), excluding the Municipality of Cassino, and Gesesa accrued automatic indemnities to customers amounting to € 60,000, most of which relate to indicators for the issue of the bill and the frequency of billing.
Acea Ato 2 and Gesesa, furthermore, as required by the Authority, communicate performance data to users in bills once a year 67, whereas at the moment only Acea Ato 2 makes these available online as well (www.gruppo.acea.it). Again in compliance to the regulatory interventions already intervening on the topic, companies operating in the water segment also make information about the quality of supplied drinking water available for the consultation of users.
62 ARERA, Annual Report on the state of services and activities carried out (31 March 2018, based on 2017 data), Volume 1, Chapter 5.
63 With the exception of those related to processes not present in the operational organisation or having stricter levels in the Service Charter.
64 Some partial changes with respect to the original application were proposed when updating the 2018-2019 fee schedule (Resolution of the Conference of Mayors of Ato 2 - Central Lazio Rome no. 3/18). Most of these amendments would enter into force in 2019. Almost all of those that would be applied from 2018 (i.e. with tariff recognition in 2020) appear to confirm mechanisms and constraints already implemented in the validation of 2017 results.
65 For example, regarding performance in 2016, communicated in 2017, the recognition of the award, equal to about € 23 million, shall take place in the tariffs of 2018
66 With reference to 2017, on 20 January 2018 Acea Ato 2 sent the STO data on the achieved contractual quality levels for each indicator, according to the regulations under resolution 655/2015, for the recognition of the award system related to 2017 and following the completed assessments, the Secretariat granted Acea Ato 2 an award of about 30 million Euros. On 21 January 2019, Acea Ato 2 sent the data related to performance for 2018 and the Secretariat has 40 days to quantify the
award for the year.
67 The obligation to notify all end customers of the levels of quality achieved in the previous year in the bill by 30 June is in force (art. 78.1 Resolution 655/2015).
TABLE NO. 28 - SOCIAL INDICATORS: SPECIFIC AND GENERAL LEVELS OF CONTRACTUAL QUALITY IN THE WATER SEGMENT (2017-2018) - ACEA ATO 2 - (ARERA PARAMETERS, ACEA ATO 2 IMPROVEMENT STANDARDS AND PERFORMANCE - DATA COMMUNICATED TO THE STO)
|CONTRACTUAL QUALITY WATER SEGMENT - ACEA ATO 2|
|SPECIFIC LEVELS OF QUALITY|
|ACEA ATO 2 IMPROVEMENT STANDARD||Service delivery average actual time||Degree of compliance||Service delivery average actual time||Degree of compliance|
|PERFORMANCE ACEA ATO 2|
|estimate for water connection with inspection||20 working days||15 working days||9.6||90.6%||9.5||90.3%|
|estimate for sewage connection with inspection||20 working days||15 working days||6.8||100%||/||/|
|execution of the water connection with simple work||15 working days||10 working days||10.3||76.0%||13.5||73.1%|
|execution of the sewage connection with simple work||20 working days||15 working days||/||/||/||/|
|supply activation||5 working days||3 working days||11.0||77.5%||12.9||74.1%|
|reactivation or takeover of the supply without changing the meter rate||5 working days||3 working days||2.4||93.9%||2||92.3%|
|reactivation or takeover of the supply with changes to the meter rate||10 working days||6 working days||3.4||95.0%||1.3||100%|
|reactivation of supply following disconnection for late payment||2 weekdays||1 weekday||1.6||77.5%||1.2||87.6%|
|deactivation of supply||7 working days||3 working days||2.5||93.6%||5.4||91.9%|
|transfer of registration||5 working days||3 working days||0.1||99.8%||0||99.8%|
|estimates for works with inspection||20 working days||15 working days||11.2||85.2%||11.6||90.3%|
|completion of simple work||10 working days||6 working days||15.6||46.2%||4.3||42.9%|
|punctuality band for appointments||180 minutes||120 minutes||-||94.9%||-||96.0%|
|intervention to check the meter||10 working days||5 working days||3.8||87.9%||3.8||97.9%|
|notification of outcome of the meter check in situ||10 working days||6 working days||1.8||96.1%||0.9||98.7%|
|notification of the outcome of the verification of the meter carried out in the laboratory||30 working days||20 working days||35.3||66.7%||/||/|
|replacement of a faulty meter||10 working days||5 working days||0.0||100%||0.2||99.9%|
|intervention to check pressure level||10 working days||3 working days||1.4||97.8%||2.3||90.7%|
|notification of the outcome of the pressure level check||10 working days||5 working days||1.0||97.8%||0.8||99.7%|
|bill issued||45 days||30 days||2.1||98.9%||1.3||99.9%|
|billing frequency (consumption ≤ 100m3/year)||2 bills/year||3 bills/year||4.9 (**)||97.5%||5.1 (**)||98.9%|
|billing frequency (100 < consumption < 1000 m3/year)||3 bills/year||4 bills/year||5.4 (**)||91.8%||5.6 (**)||97.8%|
|billing frequency (1000 < consuption ≤ 3000 mc/anno)||4 bills/year||6 bills/year||9.0 (**)||92.2%||7.3 (**)||98.8%|
|billing frequency (consuption > 3000 mc/anno)||6 bills/year||12 bills/year||13.2 (**)||82.3%||12.1 (**)||99.4%|
|bill payment term||20 days||30 days||30.7||99.9%||30.6||100%|
|reply to complaints||30 working days||20 working days||11.1||96.8%||7.3||99.2%|
|reply to written enquiries||30 working days||20 working days||12.4||97.0%||8.9||98.3%|
|billing adjustment||60 working days||55 working days||6.2||98.4%||7||99.1%|
|separate management - request received from the end user forwarded to the sewage and/or purification service operator||5 working days||3 working days||0.0||100%||/||/|
|separate management - communication received from the sewage and/or purification service operator forwarded to the end user||5 working days||3 working days||/||/||/||/|
|GENERAL LEVELS OF QUALITY|
|completion of complex water connection||90% of the services within 30 working days||90% of the services within 20 working days||21.2||76.0%||25.2||70.5%|
|completion of complex sewage connection||90% of the services within 30 working days||90% of the services within 25 working days||14.0||100%||/||/|
|completion of complex works||90% of the services within 7 working days||90% of the services within 5 working days||47.3||41.8%||41.9||47.6%|
|maximum time for the agreed appointment||90% of the services within 7 working days||90% of the services within 5 working days||3.8||82.2%||3.5||90.3%|
|minimum prior notice for cancelling the agreed appointment||95% of the services within 24 hours before the start of the agreed punctuality bracket||95% of the services within 48 hours before the start of the agreed punctuality bracket||173.9||87.0%||169.2||92.3%|
|arrival at the location of the emergency call||90% of the services within 3 hours from the telephone conversation with the operator||90% of the services within 2 hours from the telephone conversation with the operator||35.1||61.5%||21.9||62.2%|
|reply to written billing adjustment requests||95% of the services within 30 working days from receipt of the request||95% of the services within 20 working days from receipt of the request||10.2||97.2%||7.0||99.1%|
|maximum waiting time at helpdesk counters||95% of the services within 60 minutes||95% of the services within 55 minutes||8.1||98.6%||5.9||99.8%|
|average waiting time at helpdesk counters||20 minutes||15 minutes||8.1||100.0%||5.9||100%|
|accessibility to the telephone service (AS)||> 90% for at least 10 months out of 12||> 95% for at least 10 months out of 12||-||100%||-||100%|
|average waiting time for the telephone service (TMA)||< 240 seconds for at least 10 months out of 12||< 180 seconds for at least 10 months out of 12||110||100%||106||100%|
|telephone service level (LS)||> 80% for at least 10 months out of 12||> 80% for at least 10 months out of 12||110||89.7%||106||100%|
|reply to the emergency call (CPI)||90% of the services within 120 seconds||90% of the services within 110 seconds||120.07||85.1%||63.1||95.1%|
|separate management - notification of completed activation. deactivation. takeover. discontinuance. transfer of registration||90% of the services within 10 working days from the date of execution||90% of the services within 5 working days from the date of execution||1.6||99.8||0.9||100%|
(*) The times provided under the Authority’s reference standards, also where not expressly indicated in the table, are to be understood, case by case, as related to a certain moment, for example: starting from the date of receipt of the request, the date of acceptance of the estimate, the date the agreement was stipulated, etc. See resolution (655/15/R/Idr), available on the ARERA website.
(**) The average time for billing frequency refers to the average number of issued bills. The Symbol “/” is used when there have been no services during the year, whereas “-” indicates that the average time cannot be calculated because the services is on/off.
TABLE NO. 29 - SOCIAL INDICATORS: MAIN SPECIFIC AND GENERAL LEVELS OF CONTRACTUAL QUALITY IN THE WATER SEGMENT (2017-2018) - ACEA ATO 5 - (ARERA PARAMETERS AND ACEA ATO 5 PERFORMANCE - 2017: FINAL DATA, 2018: ESTIMATED DATA, IN THE VALIDATION PHASE
|CONTRACTUAL QUALITY WATER SEGMENT - ACEA ATO 5|
|SPECIFIC LEVELS OF QUALITY|
|SERVICES||STANDARD ARERA (*)||Service delivery average actual time||Degree of compliance||Service delivery average actual time||Degree of compliance|
|PERFORMANCE ACEA ATO 5|
|estimate for water connection with inspection||20 working days||6||95%||4||98%|
|estimate for sewage connection with inspection||20 working days||4||91%||5||99%|
|execution of the water connection with simple work||15 working days||12||88%||3||97%|
|execution of the sewage connection with simple work||20 working days||12||100%||23||50%|
|supply activation||5 working days||9||67%||6||80%|
|reactivation or takeover of the supply without changing the meter rate||5 working days||3||95%||2||99%|
|reactivation or takeover of the supply with changes to the meter rate (**)||10 working days||1||100%||n.a.||n.a.|
|reactivation of supply following disconnection for late payment (**)||2 weekdays||n.a.||n.a.||n.a.||n.a.|
|deactivation of supply||7 working days||5||93%||2||97%|
|transfer of registration||5 working days||3||98%||0,2||99%|
|estimates for works with inspection||20 working days||7||92%||5||99%|
|completion of simple work||10 working days||9||86%||9||69%|
|punctuality band for appointments||180 minutes||-||97%||-||99%|
|intervention to check the meter||10 working days||7||85%||5||90%|
|notification of outcome of the meter check in situ||10 working days||8||90%||8||92%|
|notification of outcome of the meter check in a laboratory||30 working days||/||/||/||/|
|replacement of a faulty meter||10 working days||1||100%||1||100%|
|intervention to check pressure level||10 working days||12||65%||1||100%|
|notification of the outcome of the pressure level check||10 working days||5||79%||1||100%|
|bill issued||45 days||/||99%||/||98%|
|billing frequency (consumption ≤ 100m3/year)||2 bills/year||n.d.||100%||n.d.||97%|
|billing frequency (100 < consumption ≤ 1000 m3/year)||3 bills/year||n.d.||99%||n.d.||97%|
|billing frequency (1000 < consumption ≤ 3000 m3/year)||4 bills/year||n.a.||93%||n.a.||97%|
|billing frequency (consumption > 3000 m3/year)||6 bills/year||n.a.||87%||n.a.||97%|
|bill payment term||20 days||45||100%||35||100%|
|reply to complaints||30 working days||11||88%||6||90%|
|reply to written enquiries||30 working days||14||67%||12||7%|
|billing adjustment||60 working days||8||99%||11||77%|
|separate management - request received from the end user forwarded to the sewage and/or purification service operator||5 working days||/||/||/||/|
|separate management - communication received from the sewage and/or purification service operator forwarded to the end user||5 working days||7||/||/||/|
|GENERAL LEVELS OF QUALITY|
|SERVICES||ARERA STANDARD(*)||Service delivery average actual time||Degree of compliance||Service delivery average actual time||Degree of compliance|
|ACEA ATO 5 PERFORMANCE|
|completion of complex water connection||90% of the services within 30 working days||10||93%||7||93%|
|completion of complex sewage connection||90% of the services within 30 working days||14||100%||12||67%|
|completion of complex works||90% of the services within 30 working days||11||95%||13||93%|
|maximum time for the agreed appointment||90% of the services within 7 working days||6||95%||3||98%|
|minimum prior notice for cancelling the agreed appointment||95% of the services within 24 hours before the start of the agreed punctuality bracket||n.a.||20%||n.a.||86%|
|arrival at the location of the emergency call||90% of the services within 3 minutes from the telephone||0,9||100%||0,8||100%|
|reply to written billing adjustment requests||95% of the services within 30 working days from receipt of the request||16||86%||17||55%|
|maximum waiting time at helpdesk counters||95%of the services within 60 minutes||33||70%||40||97%|
|average waiting time at helpdesk counters||20 minutes||n.a.||39%||n.a.||97%|
|accessibility to the telephone service (AS)||>90% for at least 10 months out of 12||n.a.||39%||n.a.||97%|
|average waiting time for the telephone service (TMA)||>240 seconds for at least 10 months out of 12||68||98%||90||62%|
|telephone service level (LS)||>80% for al least 10 months out of 12||n.a.||88%||n.a.||90%|
|reply to the emergency call (CPI)||90% of the services whithin 120 seconds||n.a.||80%||66||96%|
|separate management - notification of completed activation, deactivation, takeover, discontinuance, transfer of registration||90% of the services within 10 working days from the date of execution||/||/||/||/|
(*)The times provided under the Authority’s reference standards, also where not expressly indicated in the table, are to be understood, case by case, as related to a certain moment, for example: starting from the date of receipt of the request, the date of acceptance of the estimate, the date the agreement was stipulated, etc. See resolution (655/15/R/Idr), available on the ARERA website.
(**) In these two cases the standard does not apply as the company does not foresee “reactivation” but rather termination and the creation of a new contract. The symbol “/” is used when there have been no services during the year, whereas “-” indicates that the average time cannot be calculated because the services is on/off.
TABLE NO. 30 - SOCIAL INDICATORS: MAIN SPECIFIC AND GENERAL LEVELS OF CONTRACTUAL QUALITY IN THE WATER SEGMENT (2017-2018) - GESESA - (ARERA PARAMETERS AND GESESA PERFORMANCE - 2017: FINAL DATA, 2018: ESTIMATED DATA, IN THE VALIDATION PHASE
|CONTRACTUAL QUALITY WATER SEGMENT- GESESA|
|SPECIFIC LEVELS OF QUALITY|
|SERVICES||STANDARD ARERA (*)||Service delivery average actual time||Degree of compliance||Service delivery average actual time||Degree of compliance|
|estimate for water connection with inspection||20 working days||13.7||84.6%||3.7||98.9%|
|estimate for sewage connection with inspection||20 working days||/||/||/||/|
|execution of the water connection with simple work||15 working days||6.0||100%||15.6||70.6%|
|execution of the sewage connection with simple work||20 working days||/||/||/||/|
|supply activation||5 working days||1.5||100%||18.7||54.5%|
|reactivation or takeover of the supply without changing the meter rate||5 working days||1.7||98.6%||1.4||98.0%|
|reactivation or takeover of the supply with changes to the meter rate||10 working days||/||/||/||/|
|reactivation of supply following disconnection for late payment||2 weekdays||45.0||100%||0.5||100%|
|deactivation of supply||7 working days||4.1||96.2%||2.0||97.3%|
|transfer of registration||5 working days||0.1||99.5%||1.2||96.8%|
|estimates for works with inspection||20 working days||3.8||100%||2.8||100%|
|completion of simple work||10 working days||3.5||100%||5.7||75.0%|
|punctuality band for appointments||180 minutes||93||81.2%||122||92.2%|
|intervention to check the meter||10 working days||0.7||100%||1.9||98.6%|
|notification of outcome of the meter check in situ||10 working days||/||/||18.7||33.3%|
|notification of outcome of the meter check in a laboratory||30 working days||/||/||/||/|
|replacement of a faulty meter||10 working days||/||/||0||100%|
|intervention to check pressure level||10 working days||3.7||100%||0.8||100%|
|notification of the outcome of the pressure level check||10 working days||3.8||100%||/||/|
|bill issued||45 days||/||/||4||99.8%|
|billing frequency (consumption ≤ 100m3/year)||2 bills/year||-||100%||-||98.5%|
|billing frequency (100 < consumption ≤ 1000 m3/year)||3 bills/year||-||95.5%||-||95.3%|
|billing frequency (1000 < consumption ≤ 3000 m3/year)||4 bills/year||-||85%||-||98.8%|
|billing frequency (consumption > 3000 m3/year)||6 bills/year||-||81.4%||-||97.3%|
|bill payment term(**)||20 days||30.4||100%||n.a.||n.a.|
|reply to complaints||30 working days||23.5||96.5%||24.7||87.5%|
|reply to written enquiries||30 working days||23.3||89.4%||25.7||92.1%|
|separate management - request received from the end user forwarded to the sewage and/or purification service operator||5 working days||/||/||/||/|
|separate management - communication received from the sewage and/or purification service operator forwarded to the end user||5 working days||/||/||/||/|
|GENERAL LEVELS OF QUALITY|
|SERVICES||STANDARD ARERA (*)||Service delivery average actual time||Degree of compliance||Service delivery average actual time||Degree of compliance|
|completion of complex water connection||90% of the services within 30 working days||19.2||87.5%||33.8||69.6%|
|completion of complex sewage connection||90% of the services within 30 working days||/||/||/||/|
|completion of complex works||90% of the services within 30 working days||8.7||100%||28.8||75.8%|
|maximum time for the agreed appointment||90% of the services within 7 working days||2.0||97.8%||2.2||98.1%|
|minimum prior notice for cancelling the agreed appointment||95% of the services within 24 hours before the start of the agreed punctuality bracket||103||66.7%||/||/|
|arrival at the location of the emergency call||90% of the services within 3 minutes from the telephone conversation with the operator||1.4||66.7%||0.6||100%|
|reply to written billing adjustment requests||95% of the services within 30 working days from receipt of the request||20.5||88.2%||31||0%|
|maximum waiting time at helpdesk counters||95% of the services within 60 minutes||60||95%||60||100%|
|average waiting time at helpdesk counters||20 minutes||20||95%||20||/|
|accessibility to the telephone service (AS)||>90% for at least 10 months out of 12||-||100%||-||100%|
|average waiting time for the telephone service (TMA)||< 240 seconds for at least 10 months out of 12||81||95%||/||/|
|telephone service level (LS)||> 80% for at least 10 months out of 12||-||95%||-||91.4%|
|reply to the emergency call (CPI)||90% of the services whithin 120 seconds||-||88%||-||84.5%|
|separate management - notification of completed activation. deactivation. takeover. discontinuance. transfer of registration||90% of the services within 10 working days from the date of execution||/||/||/||/|
(*) The times provided under the Authority’s reference standards, also where not expressly indicated in the table, are to be understood, case by case, as related to a certain moment, for example: starting from the date of receipt of the request, the date of acceptance of the estimate, the date the agreement was stipulated, etc. See resolution (655/15/R/Idr), available on the ARERA website. The symbol “/” is used when there have been no services during the year, whereas “-” indicates that the average time cannot be calculated because the services is on/off.
(**) The data will be available in the reporting phase, at present Gesesa envisages a standard of 30 days compared to the 20 days envisaged by the Authority.