Acea illuminates the beauty of Rome

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)

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)

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).

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)

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)

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)

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)

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).