Supplied quality

The measures aimed at improving the infrastructures (networks and plants), the optimisation of the management processes, the monitoring of the efficacy and promptness of measures in the event of faults or unavailability of parts of the network, are fundamental factors, upstream from the relationship with the customers, which influence the end quality of the services provided. Also direct contact with the customers, in order to be efficient and improve, presupposes the implementation of adequate commercial management instruments and the training of dedicated staff.

A number of elements of “supplied quality” are gauged on the basis of reference parameters established by the sector Authorities or indicated in the service contracts and in the management agreements with other local bodies:

  • the technical and commercial quality standards in the energy sector, both for distribution and for sales, are established by the Gas and Electricity Authority (AEEG).
  • the new agreement entered into between Acea and the Public Administration Authority for the public lighting service with regard to the quality of the service confirmed the quality parameters (performance standards) envisaged in the previous service agreement;
  • with regard to the water sector, reference is made to the Service charter, User Regulations and other quality parameters envisaged by Service Conventions regulating relations between the operator and the ATO authority; as from 2012, the regulation and control of the sectors was entrusted to the AEEG, which shall progressively issue the regulatory acts.

The Company is obliged to comply with quality parameters established by the counterparts which also envisage incentive systems, with bonuses for good performances and penalties in the event of failure to comply with standards. Customers are also entitled to automatic rebates for certain services in the event of failure to comply with quality standards.

Acea SpA has a Quality management system as per the UNI EN ISO 9001:200834 standard, confirmed in 2012, for the design, construction and maintenance activities on water service and public lighting networks and systems carried out by the operating companies. The same operating companies, as specified further on, have autonomously implemented certified Management systems.

Quality in the energy sector

Acea Distribuzione, in its capacity as operator of the network and holder of the ministerial concession for the electricity distribution service in the area of Rome and Formello, plans and carries out measures for the modernisation and extension of the infrastructures, comprising high, medium and low voltage electricity lines, stations and sub-stations, systems for remote control and measuring the energy withdrawn and introduced.

34 Acea is UNI EN ISO 9001:2008 standard certified for “the design, construction, maintenance and restructuring of the networks and plants for the management of the integrated water service”, handled by Acea Ato 2 in Rome and province, and for the “design, installation, maintenance and restructuring of the networks and plants for the global and integrated management of the public lighting systems”, run by Acea Distribuzione in Rome.

The company is certified in accordance with the UNI EN ISO 9001:2008 (Quality), UNI EN ISO 14001:2004 (Environment) and OHSAS 18001:2007 (Safety) standards, on a consistent basis with the highest level of attention to the operating procedures.

The measures are implemented in compliance with the concession, sector legislation (legislative provisions and Resolutions of the AEEG) and the service requirements, in particular for the concession of new customers related to the creation of new urban areas, the expansion of manufacturing activities, the increase in electricity applications, etc. The purpose of the same is to achieve the progressive improvement of the service quality as well as increase the energy efficiency of the networks (see the main measures in table No. 23).

The Road Map, implemented in the four-year period 2008-2011 has made it possible to achieve extremely positive results with regard to the service continuity indicators and has produced other significant benefits for operational management. Thanks to the consistent decrease in the number and duration of blackouts, once again in 2012 the Gas and Electricity authority acknowledged Acea Distribuzione, within the sphere of the incentive and fine system which disciplines the sector, an incentive of around Euro 5.5 million, for the 2011 performances (see tables 32 and 33).

In continuity with the Road Map Project, Acea Distribuzione has drawn up its own business plan referring to the period 2012-2016, which contemplates numerous measures for extending and modernising the infrastructures. These include the accomplishment of the technological innovation projects – and specifically the Smart grid35 and Smart-network Management System36 projects (see related section and box under Environmental aspects, Energy) -, the application of technologies already tested successfully in the Road Map project, such as for example the Petersen systems, installed and functioning in 45 stations out of a total of 69 stations running, as well as “smart grid” technologies, evolved technical solutions for the control of the networks and the improvement of the efficiency and continuity of the service.

The technological innovation projects are divided up into sub-projects, each of which concerns a specific research or development sphere. In detail, during 2012 an initial version of the ORBT project (Ottimizzazione della Rete di Bassa Tensione - Optimisation of the Low-Voltage Network) was developed.  This is an application which makes it possible to establish the features and functioning conditions of the portions of network, so as to identify critical parts for the continuity of the service and the possible layout variations which permit the optimisation of the running of the same (see related box).

Furthermore, Acea Distribuzione, together with Enel, launched a project for the installation in Rome of 200 charging stations for electric vehicles (see related box).

Investments in 2012 pertaining to Acea Distribuzione amounted in total to Euro 99.1 million budget-wise.

35 The project, with a value of Euro 4.9 million, presented in November 2010 to the AEEG, was selected and admitted among the pilot projects subject to incentives in the first few months of 2011 and then implemented during 2012. Its completion is envisaged by the end of the first half of 2013.
36 The project entitled Smart Network Management System, with a value of around Euro 11 million, was presented to the Ministry for economic development so as to benefit from the financial grants using the Fund for technological innovation (FIT) in June 2010 and was admitted in 2011 to the contractual stage. During 2012, following the positive outcome of the negotiation phase, Acea Distribuzione presented the executive project, now being assessed by the competent bodies, and the project-related activities were launched.

Box -The ORBT project (Optimisation of the Low-Voltage Network)

During 2012, the  ORBT (Optimisation of the Low-Voltage Network) application was developed, useful for gaining a more in-depth awareness of the LV distribution network in the Rome municipal area, identifying the critical areas concerning the running conditions of the network and calculating an optimised set-up by means of specific algorithms.

Specifically, the ORBT system is able to:

  • associate the individual LV customer (identified by means of their own POD = Point of Delivery) with a specific road unit of the network, according to minimum geometric distance logics and on the basis of the POD - Power sub-station association (supplied by the sub-station concentrator equipment);
  • identify the normal running set-up of the LV lines;
  • detect critical running conditions (high saturation) both with regard to the LV line sections and the sub-station transformers;
  • assess optimised network set-ups, according to precise logics which make it possible to balance the load and the number of PODs pertaining to the MV/LV transformers, reduce the saturation of the network sections and at the same time the energy losses.

During the year, the first phase of the ORBT project concluded: in point of fact, the functioning of the application was tested with regard to the afore-mentioned objectives, without yet developing evolved methods for the acquisition of the data originating from the various systems in use. The second stage of the project is therefore expected to be developed in 2013, creating automation procedures for integrating the application with other computerised information systems and defining other functions. Via the characteristic of associating each LV user with a specific network point, the application makes it possible to identify all the customers affected by each blackout event, as envisaged by legislative developments.

Box – Acea Distribuzione’s measures on electric mobility in Rome: 2012 progress 

Downstream from the memorandum of association signed in 2011 between Acea and Enel for the experimental installation in Rome of recharging stations for electric vehicles, during 2012 the agreement was furthered finalised with a new protocol also signed by Rome City Council and the implementation phase was launched for installing 200 recharging stations (50% by Acea and 50% by Enel). In fact, during the year the locations for the recharging infrastructures were identified. These are areas adjacent to city hall premises, institutional bodies, schools and shopping centres. Many sites are close to Acea Distribuzione installations so as to promote the use of the stations for recharging the fleet of electric vehicles which Acea Distribuzione has equipped its operational teams with.

Projects have been put together with the aim of obtaining authorisations, as per current legislation, and have been forwarded to Rome City Council for the calling of the Service Conferences. Two of the three Conferences envisaged have already been called during the year and the procedure for acquisition of the opinions of the bodies involved is active.

Acea Distribuzione has started to acquire the recharging infrastructures and the aim is to proceed with the installation, after obtaining the authorisations, in the first half of 2013. In addition to the aspects concerning the measures on the network for the physical connection of the recharging stations, the installations require adjustments in the system for the transmission, registration and accounting of the energy withdrawn by the users, as well as the activation of specific contracts by the sales companies. This initial installation project, therefore, will make it possible to also gain experience for the handling of these infrastructures in view of future hoped for development of electric power in the civil traffic sector.

Table No. 23- Main measures in 2012 for the management and development of electricity networks and stations 

HV lines and primary stations the creation of the electricity line has been launched, involving underground cables, to power (at 150 kV) the Primary Casal Palocco station from the Vitinia PS which will allow a significant improvement in the running reliability of all the primary stations which power the coastal areas (Casal Palocco PS, Lido PS and New Lido PS) and work for burying the 150 kV “Aniene - San Basilio - Tor Cevara overhead line has commenced, for around 2.4 km, in the Casal Monastero district. Two new primary stations have been constructed: the Parks PS, in the Castel Romano area, to support the increase in energy demand of the industrial area with the same name, and the Malagrotta PS, for the HV connection of an important production plant and work has been commenced on the construction of the new Torrenova primary station. Furthermore, during 2012 activities were carried out for the renovation, extension and reconstruction of primary stations. The Petersen project continued during the year with the installation of the system at another 2 primary stations. Therefore, as of 31 December 2012 the system was installed in 45 out of a total of 69 stations.
HV and MV protection and measures measures were carried out to arrange, calibrate and bring onto stream electricity protection systems for 30 new MV line bays; ordinary and extraordinary maintenance measures were carried out on electrical protections (checking of the functions/tests & inspections) at primary stations, structured as follows: 406 HV and MV stanchions, 45 HV/MV and MV/MV transformers. 20 networks analyzers were installed to checked the MV voltage quality. Earth resistance measures were carried out at 4,098 secondary stations; the section and contact voltages were checked on 22 secondary stations and 8 primary stations. Electrical protections and automated elements were arranged, relating to the activation of the Petersen systems at 4 primary stations. The electrical protection systems of 37 recloser devices were tested, inspected, calibrated and brought onto stream. 
MV and LV lines   for the modernisation and enhancement of the network, gradually being transformed from 8.4 kV to 20kV, around 302 km of 20kV MV underground cables were laid for renovations and 75 km for extensions. around 180 km of LV cables laid involving extensions and renovations aimed at replacing old and worn parts or making up for insufficient parts, of which 95 km for renovations and the remaining 85 km for extensions;
208 network improvement measures were carried out as part of the activities aimed at improving the service quality;
voltage change measures
were carried out on the LV networks, from 220 V to 380 V, involving 7,240 customers..
within the sphere of extraordinary maintenance on MV overhead lines:
80 measures were carried out for the replacement of equipment, supports, conductors, etc..
around 568 km of lines were inspected so as to check the state of maintenance and functioning.
secondary (MV and LV) and remote control stations   to satisfy the demand for new connections to the network and the increases in voltage of existing customers, 212 secondary stations were constructed or extended 1,063 operative stations were rebuilt, to adjust them to 20kV, make them remote control-ready or renew equipment;
furthermore, 801 extraordinary maintenance measures, 48 ordinary maintenance measures and 3,595 inspections were carried out to check the state of maintenance and functioning of the equipment and/or premises/constructions.
  remote control extended to a further 314 secondary stations and 37 reclosers taking the number of remote controlled MV nodes as of 31 December 2012 to around 5,300 units, of which 153 motorised-pile switches.

Acea Distribuzione continued during 2012 to apply the system for controlling and monitoring  the quality and safety parameters of the work tendered out, via onsite checks, carried out by the Site Inspection Unit  (see related box in the Suppliers section, under Vendor Rating).

In conclusion, work to install digital meters, for remote management continued care of end customers: during the year, around 22,100 digital meters were installed, bringing the total to more than 1.5 million operating meters as of 31 December 2012 equal to around 97% active users, exceeding the 95% quota required by legislation laid down by the AEEG.

The quality levels regulated by the AEEG      

The quality parameters for the electricity service in relation to commercial aspects (quotes, work, activation/deactivation of the supply, replies to complaints) and technical aspects (continuity of the supply) are established at national level by the Gas and Electricity Authority (AEEG), which periodically reviews them, gradually introducing more stringent standards. The Authority issued the Resolutions37, currently in force, aimed at regulating the quality of the electricity and gas distribution, gauging, transmission and sales services for the IVth regulation period, 2012-2015. The regulatory system envisages compensation to be paid to customers in the event certain quality standards are not observed, along with a fine/bonus system for the service operator, so as to spur the operators to continually improve performances.

The commercial quality aspects of the service are structured in “specific” levels and “general” levels38, both for activities which the electricity distributor is responsible for (differentiated in terms of low and medium voltage supplies) and for those the seller is responsible for (see tables No. 24, 27-31). Each year, Acea forwards the results achieved to the AEEG, which are then checked, and communicates them, as laid down, to its customers, attaching them to the bill.

A quality parameter is linked to the progressive extension of the eligible market sector, and aims to regulate the promptness of the communication of technical data between the energy distributor and seller (see table No. 26).

Electricity distribution and metering activities are carried out by Acea Distribuzione; the 2012 performances relating to the “specific” levels of commercial quality, both for low voltage supplies to households and other customers and for medium voltage supplies, were subject to final processing39 at the time of publication of this report; however, by way of indication, were possible the average execution times for the services and the related percentages of observance of the deadline, estimated, are shown (see table No. 24). The figures, although not yet final, disclose a tendential improvement in all the performances, with the sole exception of “communication of the outcome of the meter check” for low voltage customers which, albeit clearly within the margins of observance of the maximum timescales indicated by the standards, deteriorated with respect to 2011.

Likewise, an overview is provided of the performance of the “general” levels of commercial quality for the distribution and metering activities (see table No. 29) and the two specific quality levels which regulate the communication of the technical data by the Distributor to the Seller (see table No. 26). With regard to the “general” levels, with the exception of the replies to written complaints for metering activities which , despite clearly improving, have not reached the percentage of observance established by the standard, the estimates also disclose in this case an improvement in the performances, while a slight deterioration has been detected in the communication of technical data.
The next edition of the sustainability report will included the final data for 2012, which we expect to confirm the satisfactory levels achieved.

With regard to the “general” and “specific” commercial quality levels relating to sales activities, carried out by Acea Energia, it is appropriate to reveal that the problems linked to the change in the computerised information systems used for the handling of the customers, which took place last year, and which had already caused an accumulation of requests in 2011 not dealt with within the year, negatively affecting the performance, once again in 2012 continued to produce negative impacts, leading amongst other things to the opening of the sanction procedure by the AEEG against Acea Energia for violation of the general commercial quality standards.

37 In detail, Resolution ARG/elt 198/11 (and subsequent amendments and additions) for the quality of the electricity distribution and gauging services, managed by the distributor, and Resolution ARG/elt 164/08 (and subsequent amendments and additions)  for the quality of electricity and natural gas sales services.
38 The “specific quality standards” are the deadlines by which the service must carry out a specific activity and envisage, in the event if non-compliance, the payment of automatic compensation to customers; the “general quality standards” are the minimum percentage of services carried out by the relative deadline.
39 The Gas and electricity authority requested the distribution and metering services operator to communicate the 2012 commercial quality performances on 31 March 2013.

The company therefore made a considerable investment during the year in terms of human and economic resources with the aim of improving the response performances to written complaints, and thus obtained the first positive results, from as early as the second half of the year, which affected the specific and general standards level of both markets (see tables No. 27, 28, 30 and 31).

Table No. 24 - Specific levels of commercial quality and performances achieved by Acea Distribuzione (2011-2012)

Service
2011 2012
AEEG parameters Max. time for execution of services Average effective time for execution of services   Percentage of services carried out within maximum time   Average effective time for execution of services   Percentage of services carried out within maximum time   Average effective time for execution of services Percentage of services carried out within maximum time   Average effective time for execution of services   Percentage of services carried out within maximum time  
Low-voltage supply
Household use  Non-household use Household use  Non-household use 
Estimate for work on LV networks 20 working days 7.61 98.79% 8.13 98.28% 6.53 99.69% 6.34 99.30%
execution of simple work 15 working days 5.00 98.87% 5.30 98.33% 4.94 99.80% 4.99 99.74%
connection of supply 5 working days 1.79 98.89% 1.92 98.57% 1.32 99.69% 1.34 99.41%
disconnection of supply upon request of customer 5 working days 2.30 99.24% 2.39 99.17% 0.93 99.69% 1.30 99.27%
re-connection following disconnection due to payment arrears 1 working day 0.16 99.43% 0.23 98.72% 0.24 99.30% 0.29 98.70%
resumption of the supply following faults of the metering equipment (work day requests between 8.00 a.m. and 6.00 p.m.) 3 hours 2.24 hours 84.76% 2.17 85.20% 1.83 94.75% 1.88 94.67%
resumption of the supply following faults of the metering equipment (for non-work day requests or those between 6.00 p.m. and 8.00 a.m.) 4 hours 1.96 hours 93.76% 1.87 96.78 1.85 96.74% 1.79 97.85%
communication of outcome of metering equipment check, on request of customer 15 working days 3.31 99.95% 3.39 100% 8.27 92.66% 7.61 95.48%
communication of outcome of voltage supply check, upon request of customer (*) 20 working days 41.33 66.67% 24.00 66.67% 39.00 50% 16.00 100%
maximum punctuality band for appointments with customers (**) 2 hours (.) 99.36% (.) 99.72% (.) 99.71% (.) 99.73%
(*) since 2012, the related working days decreased from 30 to 20 working days (**) until 2011, the parameter was divided up between personalised and non-personalised appointments, as from 2012 it was combined. (.) not applicable
SERVICE
2011 2012 
  AEEG parameters Max. time for execution of services Average effective time for execution of services Percentage of services carried out within maximum time Average effective time for execution of services Percentage of services carried out within maximum time
Medium-voltage supply   End customers End customers
Estimate for work on MV networks (*) 40 working days - - 9.06 96.77%
execution of simple work 30 working days 7.17 100% 4.63 100%
connection of supply 5 working days 2.23 94.12% 3.15 100%
disconnection of supply upon request 7 working days 3.23 97.14% 2.68 97.87%
re-connection following disconnection due to payment arrears 1 working day 0.53 96.23% 0.58 96.61%
communication of outcome of metering equipment check, on request of customer 15 working days 4.00 100% 6.43 100%
communication of outcome of voltage supply check, upon request (**) 20 working days - - 29.00 100%
maximum punctuality band for appointments with customers (***) 2 hours (.) 99.46% (.) 100%
(*) Parameter introduced in 2012. In detail, the parameter “estimate for work on MV networks” has been included among the specific quality levels as from 2012 whilst until 2011 the AEEG had considered it a general level (see table No. 29) (**) since 2012, the related working days decreased from 30 to 20 working days (***) until 2011, the parameter was divided up between personalised and non-personalised appointments, as from 2012 it was combined. (.) not applicable

On a general note, the system of automatic compensation for customers, to be paid for the failed observance of the “specific” quality levels, starts off from a basic amount (see table No. 25), which can double (in the event of execution of activities in a space of time which is between double and triple the standard) or triple (for execution in a space of time triple the standard).

Table No.25 – Automatic compensation for customers in the event of failed observance of the “specific” quality levels (2012)

Basic amounts in force (Euro) Type of customer
35 Low voltage domestic use customers
70 Low voltage non-domestic use customers
140 Medium voltage customers

NB: compensation is paid to customers by deducting the amount from the bill or by issuing a cheque within 30 days of the date of the service in question or, at the latest, by three times the period of standard time established for such service, excluding automatic compensation for failure to comply with the punctuality range for appointments, for which the time commences on the date of appointment.

Table No. 26 - Specific levels of commercial quality: promptness of the Distributor in communicating the technical data to the Seller (2011-2012)
(2011: figures communicated to the AEEG; 2012: estimated figures which may differ from those which will be communicated to the AEEG)

SERVICE
  2011 2012
AEEG parameters Max. time for execution of services Average effective time for execution of services (days) Percentage of services carried out within maximum time Average effective time for execution of services (days) Percentage of services carried out within maximum time
technical data (which can be acquired by reading a meter) 10 working days from receipt of request 7.02 85.73% 9.68 77.66%
technical data (which cannot be acquired by reading a meter) 15 working days from receipt of request 9.85 85.22% 14.34 81.06%

NB In the event of failure to comply with the above standards, the customer-vendor receives standard automatic compensation amounting to Euro 20

Table No. 27 - Specific levels of commercial quality and performances achieved by Acea Energia - protected market (2011-2012) (figures communicated to the AEEG)

 

SERVICE
  2011 2012
AEEG parameters Max. time for execution of services   Percentage of services carried out within maximum time Percentage of services carried out within maximum time
Billing adjustments 90 calendar days 25% /
Double billing adjustments 20 calendar days / /
Justified reply to written complaints 40 calendar days 35.6% 58%

NB: The protected service customers (mainly households and small businesses) in the event of failure to observe the standards receive automatic compensation of Euro 20. In the period, no requests were received for billing adjustments or double billing.

Table No. 28 - Specific levels of commercial quality and performances achieved by Acea Energia - eligible market (2011-2012) (figures communicated to the AEEG)

SERVICE
  2011 2012
AEEG parameters Max. time for execution of services   Percentage of services carried out within maximum time Percentage of services carried out within maximum time
Billing adjustments 90 calendar days 100% 25.6%
Double billing adjustments 20 calendar days / 33%
Justified reply to written complaints 40 calendar days 21% 73.7%

Table No. 29  - General levels of commercial quality and performances achieved by Acea Distribuzione (2010 - 2011)
(2011: figures communicated to the AEEG; 2012: estimated figures which may differ from those which will be communicated to the AEEG)

SERVICE
  2011 2012
AEEG parameters Minimum percentage of services to be carried out within max. time Average effective time for execution of services Percentage of services carried out within max. time Average effective time for execution of services Percentage of services carried out within max. time Average effective time for execution of services   Percentage of services carried out within max. time Average effective time for execution of services Percentage of services carried out within max. time
Low-voltage supply  
 Household useNon-household use  Household useNon-household use
Execution of complex work 85% within 60 working days 12.50 100% 14.10 99.15% 16.86 99.02% 17.39 99.24%
response to written complaints/written requests for information regarding the distribution activities(*) 90% within 30 calendar days 13.47 97.91% 13.14 98.87% 19.72 99.81% 19.28 99.36%
response to written complaints/written requests for information regarding metering activities 90% within 30 calendar days 27.54 28.35% 29.56 30.68% 41.01 84.68% 28.42 81.76%
(*) up until 2011 the reference period indicated by the AEEG was 20 working days, as from 2012 became 30 working days
SERVICE
  2011 2012
AEEG parameters Minimum percentage of services to be carried out within max. time Average effective time for execution of services Percentage of services carried out within max. time Average effective time for execution of services Percentage of services carried out within max. time
Medium-voltage supply  
End customers  End customers 
Estimate for work on MV networks (*) 90% within 40 working days 12.47 96.10% - -
Execution of complex work 90% within 60 working days 8.70 100% 13.43 100%
response to written complaints/written requests for information regarding the distribution activities (**) 95% within 30 calendar days 9.20 99.33% 16.26 100%
response to written complaints/written requests for information regarding metering activities 95% within 30 calendar days 23.50 50% 19.00 75%
(*) as from 2012, the parameter has been included among the specific quality levels (see table No. 24) (**) up until 2011 the reference period indicated by the AEEG was 20 working days, as from 2012 became 30 working days

Table No. 30 - General levels of commercial quality and performances achieved by Acea Energia - protected market (2011-2012) (figures communicated to the AEEG)

SERVICE
  2011 2012
AEEG parameters Minimum percentage of services to be carried out within max. time Percentage of services carried out within max. time Percentage of services carried out within max. time
response to written requests for information 95% within 30 calendar  days 27.88% 85.9%
response to written requests for billing adjustments 95% within 40 calendar days 43.25% 82.8%

Table No. 31 - General levels of commercial quality and performances achieved by Acea Energia - eligible market (2011-2012) (figures communicated to the AEEG)

SERVICE
  2011 2012

AEEG parameters Minimum percentage of services to be carried out within max. time Percentage of services carried out within max. time Percentage of services carried out within max. time
response to written requests for information 95% within 30 calendar days 10.98% 75.6%
response to written requests for billing adjustments 95% within 40 calendar days 17.04% 64.5%

The Authority defines and updates the reference parameters of the “technical” quality  of the service40, relating to the continuity of the electricity supply, envisaging an incentive system for the operator (bonuses and fines) and compensation for customers.

At the time this document went to press, the continuity indicators relating to 2012 had not yet been completely defined, however, the provisional figures currently available (see tables No. 32 and 33) suggest that the performance results achieved by Acea Distribuzione with regard to duration and number of blackouts in the energy supply are positive, on a consistent basis with the last few years, and that, after their consolidation and confirmation41 further to the preliminary check of the AEEG, no fines will have to be paid to the Authority.

Table No. 32 - Electricity service continuity indicators for LV customers: blackout duration and improvement percentages
(2010-2011: figures certified by the AEEG; 2012: estimated figures which may differ from those which will be communicated to theAEEG)

  Average cumulative duration of long blackouts without warning attributable to the operator for LV customers per year (minutes)improvement percentage
  2010 2011 2012 2012 vs. 2010 2012 vs. 2011
High concentration 47.78 34.75 35.4 -25.9% 1.9%
Average concentration 66.84 48.04 62.1 -7.1% 29.3%
Low concentration 113.46 78.14 94.7 -16.5% 21.2%

NB: the three territorial areas are defined on the basis of the degree of concentration of the resident population: more than 50,000 inhabitants is “high concentration”; between 5,000 and 50,000 inhabitants is “average concentration”; less than 5,000 inhabitants is “low concentration.

The average annual number of blackouts for low voltage takes into account both long blackouts (> 3 minutes) and short blackouts (< 3 minutes but over one second).

Table No. 33 - Electricity service continuity indicators for LV customers: average number of blackouts and improvement percentages
(2010-2011: figures certified by the AEEG; 2012: estimated figures which may differ from those which will be communicated to theAEEG)

  Average number of blackouts  without warning attributable to the operator for LV customers per year  improvement percentage
  2010 2011 2012 2012 vs. 2010 2012 vs. 2011
High concentration 2.39 1.85 1.76 -26.4% -4.9%
Average concentration 4.92 3.85 4.85 -1.4% 26.0%
Low concentration 5.23 4.57 5.60 7.1% 22.5%

NB: the three territorial areas are defined on the basis of the degree of concentration of the resident population: more than 50,000 inhabitants is “high concentration”; between 5,000 and 50,000 inhabitants is “average concentration”; less than 5,000 inhabitants is “low concentration.

Prolonged or extended blackouts and, as from 2012, short blackouts, originated at any voltage level of the electricity system and for any reason, for MV customers, are also regulated.
In such cases, it is envisaged that the operator pays a fine, calculated on the basis of the number of customers without a power supply for black outs due to “other causes”, to the Fund for exceptional events established with the electricity sector Equalization Fund. Furthermore, the supplier pays automatic compensation to customers who have suffered a blackout.

40 Resolution No. 198/11 and subsequent additions.
41 Once the data has been checked, the Authority will publish it and make it available on its website (www.autorità.energia.it)

In conclusion, the regulatory system envisages automatic compensation for medium voltage customers endowed with certification of the adequacy of their plants42 in the event of long blackouts in the electricity supply greater in number than the standard established.
At the time this document went to press, the final figures were not yet available; however, considering that in the previous regulation cycles only long blackouts were counted and that also the standards established by the AEEG on the maximum number of blackouts admissible have changed, it will not be possible to make any historic comparisons on the basis of the same scope, therefore it has been deemed useful to once again publish the pertinent performance data as from the next edition of the report.

Quality in the public lighting area

Acea manages the public lighting service in Rome, functional, artistic and monumental, in an area covering around 1,300 km2 (equivalent to around 7 times the area of Milan) as per the formalities established in the Service Agreement43entered into between the company and Rome City Council.

Acea Distribuzione carries out  activities for the design, implementation and maintenance of the plants, according to procedures compliant with Acea SpA’s Quality Management System44 and is also independently certified, as already mentioned, according to the (Quality), UNI EN ISO 14001:2004 (Environment) and OHSAS 18001:2007 (Safety) standards, demonstrating a high level of attention to the operating procedures. 

Acea Illuminazione Pubblica SpA also came into operation as from 2011, seeing to, among other aspects45, the start of work pertaining to theLight Plan, known as “High Productivity”, to be implemented progressively in the Capital. The plan of measures, agreed on with the Municipal Authority46, is focused on roads, areas and sites, previously assessed, where the enhancement of the lighting may facilitate the mobility and safety of the citizens. During 2012, Acea SpA’s Board of Directors approved the reorganisation of the activities relating to the management of public lighting, envisaging the transfer of the Acea Distribuzione business segment to Acea Illuminazione Pubblica SpA, and identifying the latter as the party appointed to manage the service.

Lighting measures are planned and followed in the various stages of progress by placing the management and technical skills present in-house in synergy, with the indications of Local Public Administration Departments and Agencies responsible for following new town planning schemes and improvement projects for the area and cultural heritage.

Table No. 34 – PUBLIC LIGHTING IN ROME: THE NUMBERS (2012)

Lighting units (No.)   186,238 (+ 2.3% compared with 2011)
  • Artistic-monumental lighting units (No.)
  • approximately 11,000
Street lamps (No.) 211,103 (+2.5% compared with 2011)
MV and LV electricity network (km) 7,619 (+1.5% compared with 2011)

42 So as to be entitled to the compensation, medium voltage customers must demonstrate that they have installed protection devices at their plants, capable of avoiding that any interruptions caused by faults within their utility plants have repercussions on the network, damaging other customers connected nearby. Furthermore, in order to access the compensation, the customers will have to have arranged for the distribution company to receive a plant adequacy declaration issued by parties who have the specific technical-professional requisites. If the customer does not have the requisites for entitlement to the compensation, the amount of the compensation becomes a fine which the Distributor is obliged to transfer to the electricity sector Equalization Fund.
43 By means of Resolution of the Municipal Council No. 130 dated 22 December 2010, regarding the Adaptation of the Service Agreement between Rome City Council and Acea SpA, the contractual relationship was renewed until 31 December 2027.
44 Acea SpA’s UNI EN ISO 9001:2008 Certification - this company being the holder of the service agreement for public lighting management - in fact covers the processes relating to the global and integrated management of the functional and artistic public lighting systems.
45 Besides launching the “High Productivity” plan in Rome, Acea Illuminazione Pubblica SpA - established in 2012 - carried out a number of measures during 2011 - construction of systems and lighting requalification - in Todi and San Vittore del Lazio. The work in San Vittore also continued during 2012.
46 Resolution No. 252 of the Municipal Council of Rome, session held on 3 August 2010.

Each year, new lighting units are created, activities are carried out for ensuring safety and modernization of the systems and ordinary and extraordinary maintenance is carried out on the lighting systems, with the related inspection, replacement and repair measures (see tables No. 35 and 36).

During 2012, Acea installed 559 new lighting units using LED sources (Light-Emitting Diode), confirming the choice of applying this new lighting technology, which shows itself to be particularly advanced in terms of energy efficiency thanks to the greater duration with respect to traditional light sources with high lighting efficiency.

The main public lighting projects and measures carried out during the year included:

  1. measures on 8,070 lighting units, including 2,387 new units (of which 559 LED) created mainly for the functional lighting on transit thoroughfares, inclusive of those within the area of the Appia Antica Park (see related box). The measures also involved several green areas, such as for example the public Park of the Massimina and the Monte Ciocci Park, the 4 stations of the new underground lines - Metro B1 line - opened during the year, including the adjacent areas and 1 car park (see related box) and a number of stations of the new underground line (Metro C) being constructed; in conclusion, mention is made of the restyling work for Piazza San Silvestro, right in the heart of the city; designed by the architect Paolo Portoghesi (see related box);
  2.  within the sphere of artistic lighting, the measures for the lighting of the Ninfeo del Pincio using LED technology (see related box);
  3. the continuation of the plan for the disposal of the medium voltage (MV) network serving part of the public lighting systems. Specific analysis has suggested the placement of this network out of service, given the obsolescence of the same, and the related MV/LV transformer stations with powering of the public lighting system directly by local low voltage (LV) supplies, to be implemented via a long-term programme which also continued throughout 2012;
  4. the completion, as part of the scheduled maintenance and repair measures, of the five-year plan for checking functional lampposts, with the consequent replacement of those in a bad state of repair. The new cycle of checks and measures will commence as from 2013.

Box – Public lighting for the new stretch of the underground (Metro B1)

Appointed by the company Metro B1, concession holder for the construction of the stretch of the new Piazza Bologna-Conca d’Oro underground, Acea took steps to draw up the executive projects and create the lighting systems for the external areas intended for vehicles and pedestrians pertaining to the new stations and the car parks serving the same. The customer requested a specific style of decorative elements, so that they would harmoniously blend in with the new urban set-up, and the use of LED sources in compliance with the matters laid down by the Municipal Authority for containing energy consumption.

Acea took steps to install lighting design products capable of satisfying the aesthetic needs for harmonisation with the context and capable of ensuring levels of lighting necessary for areas featuring considerable complexity. In this connection, equipment using LED technology was used featuring high performances, characterising the stations of Piazza Conca d’Oro, Piazza Palombara Sabina (Viale Libia), Piazza Annibaliano (Sant’Agnese) and the neighbouring areas affected by the MetroB1 construction sites. In particular, in Piazza Palombara Sabina a particular form of lighting was also created for the benches located in the green area, using LED systems, placed under them, which defined the contours and volumes of the same. In total, 171 lighting units were installed with different wattage and 12 linear systems for the benches.

Box – Acea Illuminazione Pubblica in San Vittore del Lazio

Besides implementing the Lighting Plan in the Capital, Acea Illuminazione Pubblica SpA is also active outside Rome. In detail, during 2012 it carried out efficiency measures (-10.5% power used on the systems subject to work), safety measures, those for extension (+38% lighting units more on systems subject to work) and completion of the public lighting in San Vittore del Lazio, the municipality in the province of Frosinone where the Group manages a waste-to-energy plant. The work carried out favoured the application of LED technology which made it possible to:

  • reduce the installed power with respect to the previous plant engineering configuration;
  • lower energy consumption with consequent reductions in costs;
  • decrease the management costs;
  • increase the brightness uniformity with respect to conventional technologies;
  • create greater visual comfort in the thoroughfares and pedestrian areas.

These measures made it possible to achieve a saving in CO2 emissions of around 9.3 tons of CO2 per year.

Table No. 35 – MAIN PUBLIC LIGHTING MEASURES ON LIGHTING UNITS (2012)

Type of measures (No. of lighting units)
Creation of new lighting units (including artistic) 2,387 lighting units (of which 559 LED), equivalent to the illumination of approximately 55 km of road
Modernisation (including artistic) 508 lighting units
Transformation of the 8.4 kV MV circuits to LV standard 176 transformer stations
Safety measures 5,175 lighting units

Box - Light along the Appia Antica Park

The roads affected by the public lighting measures during 2012 also included Via Appia Pignatelli, Via Erode Attico and Via di Tor Carbone, all falling within the perimeter of the Appia Antica Park, an area under the protection of the Ministry for Cultural and Environmental Heritage of exceptional historic interest due to the presence of Ancient Roman testimony and monuments such as the Tomb of Cecilia Metella, the Circo di Massenzio, the Villa dei Quintili and the burial sites dating back to the republican era onwards. Upon the express request of the heads of the Municipal Office, Acea was involved in the search for lighting elements which blended in with the landscape and the peculiarities of the monumental area. Accurate market research made it possible to identify wooden lampposts, a material used largely in northern Europe. The merit of the finishing and the quality of the material opted for, approved by the Municipal Office and subsequently installed, gave the lighting system a value, not only technical, but also aesthetic and in keeping with the natural environment in which it has been installed. 130 compact plywood posts were installed, with aluminium elements for the lighting body.

Box – The restyling of Piazza San Silvestro in the heart of Rome 

The Historic City Office of Rome City Council requested Acea to draw up the lighting project for Piazza San Silvestro, located in the heart of the historic city centre, following the indications of the architect Paolo Portoghesi, who had been requested by the City Council to see to the complete restyling of the square.

The lighting design project concerned both Piazza San Silvestro and the neighbouring Piazza San Claudio, doorway to the area recovered for pedestrianisation. Overall, 30 lampposts of two different types were used, dictated by the needs of the various areas to be lighted, involving a total of 31 lighting bodies and 4,800 W of general power installed. In the most “central” area of the square, reserved for pedestrian use and bordered by benches which define an ellipse-shaped space, the aim was to obtain a very soft level of lighting, so as to render the urban space more like a family environment and this was achieved by using lampposts of a contained height (4 metres above ground), essential in design, with a metallic iodide lighting source and lighting temperature of 2,800 K, reducing the power of the lamps to 150 W. With the insertion of 4 equally-spaced lampposts, positioned within the ellipse, the use of the base for cultural events is possible. The architect Paolo Portoghesi also wished to highlight the square grid structures of the Piazza and the lampposts, placed where the lines meets, contributed to emphasising the same.

In another stretch which defines a driveway, and which therefore must have greater lighting, higher lampposts have been used (8 metres) and long-life high pressure sodium light sources with a colour temperature of 1,800 K. A similar solution was used in Piazza San Claudio through which public buses and private vehicles pass and which sees considerable pedestrian flows. In conclusion, the pavements were intentionally kept more discrete so as to avoid dispersions of the lighting flux on the vertical walls, which will feature a specific architectural lighting system. The Piazza also benefited from the lighting of the facade of  San Silvestro’s Church involving two specific posts and two dedicated projector lights with a colour temperature of 2,800 K (white light), along with the bell tower and the facade of San Claudio’s Church featuring 2 devices placed on existing posts and another 2 within the bell room of the tower.

Table No. 36 – SCHEDULED AND EXTRAORDINARY PUBLIC LIGHTING REPAIRS AND MAINTENANCE (2012)  

Type of measures (No.)
Checking of corroded lampposts  15,497 lampposts checked (completing the five-year checking cycle)
Replacement of bulbs before lighting flow is compromised 65,565 bulbs replaced
Reinstallation of corroded lampposts or those knocked down due to accidents 2,140 lampposts reinstalled

The quality parameters for the public lighting service concerning the fault repair timescales, are monitored and calculated as from the arrival of the report47.

The service standards are expressed by a permitted average repair time (TMRA) within which the repair measures must be carried out, and a maximum timescale (TMAX), which if exceeded triggers off a system of fines48.

The average repair times (TMR)  for the functioning of the systems deployed by Acea in 2012 for the various types of fault were clearly shorter than the TMRA and in  line with the previous year’s performances, indicating a trend towards the consolidation of the satisfactory performances achieved, downstream from the sharp drop in repair times of the services obtained in previous years (see table No. 37 and chart No. 16).

47 The reports considered for the calculation of the service levels do not include those attributable to damage caused by third parties and the reports, subsequent to the first, relating to faults on the same stretch of network.
48 The calculation of the fines takes place in accordance with a complex mechanism: each repair carried out beyond the TMAX is penalized. Those carried out within timescales shorter than the TMAX but longer than the TMRA are penalized only if the TMR>TMRA. In 2012, total reports subject to fine calculation amounted to 13,243 (+7.4% when compared with the 12,328 reports in 2011), of which 72 (equating to 0.5%) concluded after the maximum deadline; the total of the fines for 2012 came to around Euro 26,000 (also see the section Institutions and the Company, box dealing with Procedures, bonuses and fines).

Table No. 37 – PUBLIC LIGHTING FAULT REPAIRS:  ACEA FINES, STANDARDS AND PERFORMANCES (2011-2012)

Type of faultFine per day of delay Service standards as per Agreement (*) Acea services
  (Euro) TMRA (permitted average repair time) (working days) TMAX (maximum repair time) (working days) TMR (average repair time) (working days)  
     2011 2012
Blacked out district – MV network fault 70 1 day 1 day < 1 day < 1 day
Blacked out street – MV or BV network fault 50 5 days 8 days 0.95 days 0.99 days
Blacked out stretch (2-4 consecutive streetlamps out) 50 10 days 15 days 3.14 days 3.50 days
Street lamps not working: individual light, strut, post 25 15 days 20 days 3.51 days 3.79 days

(*) In continuity with the previous years, the figures are monitored with reference to that established in Enclosure D/2 to the 2005-2015 Service Agreement Rome City Council – Acea SpA 

Chart No. 16 - TREND IN ACEA PERFORMANCE FOR REPAIRING PUBLIC LIGHTING FAULTS (2008-2012)

Chart No. 16 - TREND IN ACEA PERFORMANCE FOR REPAIRING PUBLIC LIGHTING FA ULTS (2008-2012)

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The fault is detected by internal control systems (remote management, monitoring teams) and reported by citizens and Rome City Council, by means of the various contact channels available (call centre, web, fax or letter)49. Fault reports registered in 2012 amounted to 19,70850, up by around 6% with respect to the 18,612 reported in the previous year. Acea took action in 96.8% of the cases, with 19,081 “reports covered” as of 31 December 2012 , while the remainder were completed in the first few months of 2013.

The increase in fault reporting should partly be placed in relation to the particularly adverse weather conditions in the Rome area during 2012, and specifically the general increase in rain and the exceptional snowfall in February, phenomena which influenced the origin of the faults to a considerable extent.

The distribution percentage of the reports by type of fault, illustrated in Chart No. 17, discloses the greater weight of the cases of individual lighting units out, a fault with the lowest impact on the quality of the service, even if a high percentage of cases of “blacked out street” are revealed in relation to a network fault; the percentage of cases of a blacked out district due to network fault is almost irrelevant.

49 See the section entitled Customer Care for details concerning the performances of call centres and for written complaints.
50 The figure excludes the requests and repeated reports on the same fault.

 

Chart No. 17 - Types of public lighting fault out of total reports received (2012) 

Chart No. 17 - TYPES OF PUBLIC LIGHTING FA ULT OUT OF TOTAL REPORTS RECEIVED (2012)

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Acea boasts consolidated experience in the monumental artistic lighting sector, which requires particular specialisation. Around 11,000 lighting units are dedicated to the enhancementof the wealth of art and architecture present in the capital, benefiting visitors and citizens alike. Acea’s distinctive skills in the sector are made available also for any measures requested by “private parties” (such as ecclesiastical bodies, hoteliers and third parties in general).

During 2012, the team dedicated to artistic lighting not only carried out maintenance activities but also accomplished a number of new projects (see table No. 38). The measures of greatest significance include the modernisation of the lighting systems of the fountain in Piazza del Quirinale using LED technology for 49 lighting units, and the creation of the Ninfeo del Pincio system (see related box).

Table No. 38 – The main artistic monumental lighting measures in 2012 

System modernisation System modernisation concerned a total of 422 lighting units. These measures included: the lighting of the church of S. Giovanni in Porta Latina, the Monument to the Fallen in Nassiria, Ponte Sisto, the external lighting by projection of the Colosseum, Porta Pinciana, the Passetto di Castel S. Angelo, Piazza Trilussa and Piazza del Quirinale. Furthermore, the lighting system of a number of parks were modernised including those of Via Carlo Felice, Parco Bergamin and Parco  di Via Lemonia. LED technology was used to light up the Quirinale fountain in the square of the same name, using 49 lighting units.
Creation of new lighting units 4 projectors were installed in total for the external facade of the Ninfeo del Pincio. In addition to 22 LED devices for the lighting of the fountain and 3 for the lighting of the bases of said monument.
Ordinary and extraordinary maintenance the maintenance of the artistic and monumental systems envisaged inspections on around 7,760 total lighting units.In detail, 1,280 lighting units for all the illuminated monuments which the Municipal Superintendence is responsible for, the Coliseum and Caracalla which are under national responsibility; 2,580 lighting units in historic Villas and parks; 1,460 lighting units for monumental fountains, 770 lighting units for Basilicas and Churches and 1670 lighting units for the bridges and quays on the River Tiber.

Box – LED technology for the Ninfeo del Pincio and the fountain  

In June 2012, restoration work was completed on the Ninfeo del Pincio, the three-arch structure and the fountain located under the Pincio terrace - one of the most popular view points in Rome for tourists and Romans - which had been seriously vandalised in 2004.

Upon the request of the Historic City Office of Rome City Council, Acea created new lighting for the monument, lighting up both the external facades, by means of using 4 projectors featuring 70 W bulbs and a colour temperature of 2,800 K, and the fountain, using underwater equipment equipped with LED technology bulbs, of the same time type used, again in 2012, for the modernisation of the system for the fountain in Piazza del Quirinale.

the lighting design project was created with the aim of balancing the levels of lighting of the external facades with the vertical surface areas of the internal environment, in which the fountain is placed which, as is know, is visible from the outside. This dictated the choice of the wattage to be installed and the different colour temperature: 2,800 K for the devices used for the external facades and 4,000 K for the underwater lamps used for the fountain. This choice, made with the Executives of the Historic City Office and the Municipal Office, made it possible to obtain a new lighting system, thanks to which it is today possible to appreciate the restoration of the architectonic structure which in terms of history and location plays an important role in the panorama of the entire historic-artistic heritage of the city.

The LED equipment, after a pilot installation carried out in the fountain of Piazza della Rotonda (Pantheon) and monitored for around one year, has come onto stream as an Acea standard for fountains. In addition to an improved lighting design performance, it also makes a reduction in the nominal wattage used possible. In the case in question, the wattage was reduced from 2,200 W, with 24 underwater incandescent bulbs, to 500 W for an equivalent number of LED bulbs. Furthermore, the three basins on the lower floor of the fountain were lit up, again using LED technology. The maintenance costs are also significantly lower since frequent changing of the bulbs is no longer necessary until the end of the life span of the system which can be assessed as between 6 and 8 years.

Quality in the water sector   

Acea is operative in the water sector by means of investee companies, in various Optimum Areas of Operations (ATOs), in the regions of Lazio, Tuscany, Campania and Umbria.

Further on in this section, the management activities are described for the integrated water service (SII) carried out by Acea Ato 2, wholly-owned by Acea, in Optimum Area of Operations 2 – Central Lazio (Rome and another 111 municipalities in Lazio, with an overall inhabitant base of around 3.9 million), the traditional area of Group operations51.

The main information52 – economic, social and environmental - on the other Group companies active in Italy in the water sector is supplemented with regard to the economic data, as per the consolidation criteria, in the section dedicated to Human Resources, in the section which illustrates the Environmental Issues and in the Environmental accounts, while water activities carried out by the Group in Latin America are illustrated in the section Activities abroad.

The management of the integrated water service (SII) follows the entire drinking and waste water cycle: from collection of the natural resource from the springs to its return to the environment; it is regulated via a Management Agreement between Acea Ato 2 and the ATO Authority, which, in the Integrated Water Service Charter53, also envisages the definition of general and specific quality standards. Dealings with customers are also disciplined by the Users’ Regulations, attached to the Agreement, which establish the technical, contractual and economic conditions under which the service operator must provide services and the procedures for settling disputes.As from 2012, the liability to regulate and control the water services was entrusted to a sole national authority - the AEEG - the same which regulates the energy service. During the year, the authority launched the activities concerning the regulation, acquiring the necessary data and disclosing the first consultation papers, and will progressively issue the regulatory acts which will, amongst other aspects, intervene in the establishment of the standard service quality parameters.

51 Acea was appointed to manage the aqueduct service in Rome back in 1937, the treatment system since 1985 and also the entire sewerage system since 2002, as from 1 January 2003. The Rome and Fiumicino network is therefore defined as the traditional network and the service level is more or less optimum in the area.
52 It should be recalled that certain companies operating in the water area invested in by Acea, and in particular the companies operating in the Tuscany region, publish their own sustainability report, to which reference is made.
53 The Acea Ato 2 Integrated Water Service Charter, in force since 2003, applies to the municipality of Rome and progressively in the municipalities acquired under management in ATO 2 – Central Lazio. The full version of the Service Charter is available on the website www.aceaato2.it.

The network and plant planning, construction, maintenance and restructuring activities for the management of the integrated water service carried out by Acea Ato2 fall within the sphere of certification of the Acea SpA Quality Management System. Furthermore, as from 2011 Acea Ato2 has an independent Quality Management System  according to the UNI EN ISO 9001:2008 standard for the management of the integrated water service in the area of ATO 2 - Central Lazio, and operates with a view to on-going improvement. The first audit of the management system was carried out in December 2011 and had a positive outcome.

The quality parameters concerning various aspects of the service provided are kept under constant control and periodically communicated to the Technical Operational Office of the Area Authority. During 2012, the technical-operating data was also communicated to the AEEG.

The municipalities falling within the related ATO are progressively acquired for management purposes; Acea Ato2, before acquiring the management thereof, carries out, in agreement with the local authorities, an accurate reconnaissance of the state of the infrastructures (networks and plants) and in the presence of any situations of non-compliance must await the execution, by the municipal authorities concerned, of the work necessary for making them compliant.

No new management services were acquired in 2012,  therefore as of 31 December 2012, out of the 112 municipalities falling within ATO 2 - Central Lazio, the integrated water service - aqueduct, sewers and treatment - was seen to in 73 municipalities and in another 21 municipalities the SII was managed partially.The population served came to around 3.7 million individuals (including resident, floating populations and production activities), equal to roughly 95% of the total. These are joined by the aqueduct systems of the Consortia Simbrivio, former Cassa per il Mezzogiorno, Doganella, Nemi-Genzano, C.E.P. (Consorzio Ecologico Prenestino) and Peschiera, while for the acquisition of the sewerage networks and raisers still managed by the Co.R.Ec.Alt Consortium, it will be necessary to wait for it to complete the adaptation work on the plants and work for the integration of the networks indispensable for bringing the same in line with legislation. During 2012, preliminary work was continued for the acquisition of a portion of the service (drinking water) in another 6 municipalities.

In 2012, Acea Ato 2 managed in total 1,340 km of drinking water transportation network, 9,558 km of drinking water distribution network (to which the user branch offs must be added) and roughly 6,100 km of sewers, not considering the connections, linked to an extremely complex system of constructions and plants which make the operating of the aqueduct, treatment and sewerage service possible.

The Company, besides following the growth of new urban developments and carrying out complex measures in the event of specific criticalities - in this connection, for example, mention should be made of the activities carried out in 2012 in collaboration with the Civil Defence Agency within the sphere of the snow emergency (see related box) -, each year performs modernisation or enhancement work on the plants, along with completion, extension or renovation work on pipes and networks.

Box - Acea Ato 2 takes action for the snowfall emergency 

During the exceptional snowfalls which occurred in February 2012, in line with the 2011-2012 Winter ice and snow Emergency Plan, adopted by Acea Ato 2 throughout the area managed, the company intervened, in accordance with the Civil Defence Agency, so as to contain the difficulties experienced by the users and for the restarting up of the installations which had been subject to blackouts.

In fact, critical situations arose mainly due to the electricity supply blackouts at local wells and raising plants, also lasting several days and in particular regarding the vast areas supplied by the Simbrivio and Doganella aqueducts.

Specialised engineers and teams operating throughout the area, as well as contractors,  worked without interruption in order to ensure or resume the continuity of the service and,where necessary, a supply service using tankers was activated. Upon the request of Rome City Council, continual supervision by an Acea Ato 2 representative was ensured care of the operations room of the Municipal Civil Defence Agency, also active around the clock.

Numerous generators were brought onto stream replacing the power supply which made it possible to contain the down-times of the raising plants or, in some cases, for those already installed and kept constantly under remote control, to avoid any irksome out-of-service. As a point of fact, the generator serving the Peschiera springs came onto stream, with a capacity raised of roughly 2,000 l/s, along with that of the Fiumetto plant, with a capacity raised of around 700 l/s, therefore guaranteeing perfect water supply continuity for the entire city of Rome.

Other action undertaken included the preventive re-stocking of chemical products and fuels. With regard to the communications channels, on a preventive basis a number of satellite telephone services were activated to be used by the strategic operations units for the emergency.

Via the  Acea Ato 2 Environmental Operations Room active around the clock, constant contact was maintained with the Authorities and communications relating to the emerging crisis were sent in real time. The population affected by the water supply anomalies consequent to the electricity blackouts were warned by means of the issue of press releases picked up by the media and the operation of the free-phone number was guaranteed, again around the clock, for reporting water faults, enhancing the supervision with automatic messages in reply updated with regard to the information requests.

Analysis activities continued in 2012 on the structures of the water networks along with loss detection and recovery activities, carried out availing of the collaboration of LaboratoRI, especially in the municipalities in the province of Rome where the infrastructures are older. During 2012, the main measures were carried out in the municipal areas of Riano, Subiaco, Monterotondo, Fiano Romano, Cerveteri, Formello, Mentana and Velletri  (also see Environmental issues, Water). The digitalisation of the sanitary water networks in ATO 2 also continued, with the input of data in the GIS - Geographic Information System54: as at 31 December 2012, 10,764 km of water mains and 5,567 km of sewers were digitalised.

For the management and enhancement of the aqueduct system - water centres, water pipelines, networks, etc. - the main measures carried out in 2012 concerned the completion of the work on the Arcinazzo reservoir and the Pertuso raising plant and the related bringing onto stream so as to deal with the summer emergency (see box on the structural measures for the New Simbrivio Aqueduct). Furthermore, in order to improve the drinking water supply for the Municipality of Fonte Nuova, the Monte Palombino raiser was started up and raises around 100 l/s from the Peschiera Sinistro aqueduct to the Monte Palombino reservoir.

The aqueduct service    

Box - Structural measures for the New Simbrivio Aqueduct  

The Arcinazzo drinking water reservoir is located at the start of the New Simbrivio Castelli Aqueduct (N.A.S.C. Aqueduct) at Altipiani di Arcinazzo (Municipality of Trevi nel Lazio). It has a storage capacity of roughly 11,000 cubic metres divided into two basins, with a maximum water level height of 867.50 m above sea level and height from the bottom of 862 m above sea level (effective water height of 5.50 m). This reservoir guarantees the functioning continuity of the aqueduct system also during temporary out-of-service of the raising of the Ceraso installation and replaces, at a higher level (around + 20 m), the existing Water Tunnel with regard to the water disconnection function between the arrival of the water pipes which lead into it, originating from the Vallepietra springs and the Ceraso raising plant, and the start from Altipiani di Arcinazzo of the DN 800 transportation ducts of the N.A.S.C.

The new Pertuso raising plant, also located at Altipiani di Arcinazzo has been constructed in the area already pertaining to the Ceraso raising plant, for the purpose of integrating the available resources for the inhabited areas supplied by the New Simbrivio Aqueduct, which has around 360 km of pipelines and supplies 54 municipalities and 3 consortiums. The work, which permits the relaunch of the water from the Pertuso spring, also involved the creation of the connecting pipeline (around 1,230 metres long) between the Ceraso Plant and the Arcinazzo reservoir.

Thanks to the afore-mentioned measures, it is now possible to transport greater capacities in the aqueduct and ensure the running continuity.

Activities continued during the year on the infrastructures (improvements, construction of new connecting pipes and transportation ducts, excavation of wells, etc.) for the purpose of dealing more effectively with the water emergency situations which occur during the Summer months in a number of municipalities in the south of Rome served by the Consortium for the Simbrivio Aqueduct. During 2012, steps were taken to carry out a number of measures and specific hydraulic works which made it possible to limit inconveniences and supply shifts to a minimum.

54 A GIS is an IT system used to acquire, register, analyze, view and return information from geographic data, placing various data in relation, according to a common geographic reference.

Box – Water shortage during the Summer drought: Acea Ato 2 measures  

As from June, with the rise in the temperatures, higher water consumption was registered with a simultaneous decrease in the water source at the local supply sources. Consequently, in certain areas of the Rome province, a water shortage situation emerged with temporary drops in pressure and the lack of water.

Acea Ato 2 intervened promptly so as to ensure the drinking water service and limit the inconveniences for the population. In detail, water shifts were introduced in the municipalities of Lariano, Genzano, Velletri, Cerveteri, informing the citizens also by means of news divulged via the company websites. A water tanker service was also activated at the same time in numerous municipalities of ATO 2. The population was notified also via the press and invited to adopt water saving measures thereby avoiding waste.

Among the main structural events achieved in 2012, mention is made of the bringing onto stream for the Summer emergency of the Arcinazzo reservoir and the new Pertuso booster, which made it possible to transport greater capacities in the aqueduct leading to greater flexibility and safety of the supply system.

In conclusion, activities continued for the installation of new meters or the replacement of meters which do not function adequately which in 2012 involved more than 70,000 measures.

Table No. 39 shows the main ordinary and extraordinary maintenance measures carried out during the year on the transportation networks, systems and equipment functional for the supply of the drinking water service, in Rome and in the other municipalities under management, and the checks carried out on the quality of the drinking water distributed.

Table No. 39 – MAIN MEASURES ON THE ACQUEDUCT SYSTEM AND DRINKING WATER CHECKS IN ATO 2 – CENTRAL LAZIO (Rome and other municipalities under management (2012)

Type of measures (No.)
ordinary and extraordinary hydraulic maintenance on the transportation and feeder network (constructions, water centres, tunnels) 868 measures (including repairs and maintenance, of which 218 with recovery of the water resource).
ordinary maintenance of water network (measures with excavation work on pipes, off-takes, carriers, etc.) 17,335 measures (4,697 of which on the Rome network)
user maintenance (measures without excavation for users) 69,644 measures (36,798  of which for users in Rome)
meter installation (new and replacements) 70,149 measures (10,580 new and 59,569 replacements), 50,618 of which in Rome (5,744 new and 44,874 replacements)
network expansion 8.4 km of water network expansion (of which around 2.4 km in Rome)
network improvement 466 improvement measures on the network, for a total of 2.6 km of improved network  
drinking water quality checks roughly 8,846  samples taken and 328,202 analytical checks carried out  on drinking water

A quality parameter of the water service is the continuity of the water supply andthisis calculated on the basis of the number and duration of the water stoppages. The parameter is constantly monitored and periodically communicated to the Area Authority: in 2012, 1,094 stoppages were necessary, 920 of which urgent (for pipe bursts) and 174 scheduled; around 5% of the stoppages had a duration of more than 24 hours, a figure in line with the previous two-year period (see table No. 40).

Table No. 40 – NUMBER, TYPE AND DURATION OF WATER SUPPLY STOPPAGES (2010-2012)  

  2010 2011 2012
urgent stoppages (No.) 920 837 920
scheduled stoppages (No.) 182 173 174
total stoppages (No.) 1,102 1,010 1,094
stoppages lasting > 24h (No.) 49 54 56

 The quality of the water distributed for drinking use as well as the water reintroduced into the natural environment are subject to accurate analytical control and monitoring activities, carried out also with the support of LaboratoRI (also see Environmental issues, Water, and the Environmental accounts).

The checks on the drinking water distributed are carried out on samples taken from springs and wells, transportation plants, reservoirs and along the distribution networks. The frequency of the controls and the withdrawal points, both greater than envisaged by current legislation (Italian Legislative Decree No. 31/2001), are established taking into consideration a number of variables, such as the volume of water distributed, the population served, the state of the networks and infrastructures, the singular characteristics of the local sources. For example, in the municipalities supplied with water which presents intrinsic quality problems, many more checks are carried out and in the presence of specific problems extraordinary analysis campaigns are carried out. During 2012, a total of 8,846 samples were taken in ATO 2 – Central Lazio municipalities under management, and 328,202 analytical checks were carried out on drinking water, by both LaboratoRI and Acea Ato 2 directly.

The spring water withdrawn for supplying the area of Rome and Fiumicino (Acea’s “traditional network”) already reveals excellent quality levels, while in the Castelli Romani area the volcanic nature of the terrain, causing the presence in the water tables of mineral elements such as fluorine, arsenic, vanadium in amounts higher than envisaged by the law, has therefore made it indispensable to supply certain municipalities on an exceptional basis until the activities undertaken by Acea Ato 2 for overcoming these problems are completed.Accordingly, over the last few years a number of local supply sources critical in terms of quality have been abandoned, mainly wells, involving an overall capacity of 270 l/s, and replaced by sources which have better quality characteristics. Furthermore, more than 30 drinking water plants have been constructed or are being completed for a total capacity of more than 450 l/s.

In 2012, a number of measures were also completed for the enhancement of the Simbrivio aqueduct, such as the bringing onto stream of the Ceraso raising plant and, as already mentioned, the construction of the new Arcinazzo reservoir, which permitted greater flexibility and reliability of the service, and the offtake from the Marcio aqueduct was implemented for the municipality of Marino (Via Goffredo Mameli raising plant). In conclusion, activities continued preparatory for the construction of the offtake from the Mola Cavona – Santa Palomba transportation duct for the municipality of Ciampino, the doubling of the Preziosa reservoir, final offtake of the Marcio aqueduct for the municipality of Frascati, as well as the enhancement of the offtake from the Peschiera – Capore aqueduct system for the municipality of S. Marinella.

The measures carried out so far have made it possible to return under the limits envisaged by Italian Legislative Decree No. 31/01 for the supply of the majority of the population initially affected by the derogations, which passed from just over 150,000 inhabitants to roughly 5,000 inhabitants at the end of December 2012 - a limited portion of the population of the municipalities of Lanuvio and Velletri - for whom an alternative supply was set up using mobile reservoirs and drinking fountains equipped with in situ treatments. To-date, the measures envisaged by the recovery plans have been concluded, with the exception of two still underway due to the protraction of the timescales for acquiring the legal authorisations for the execution of the work.

The good quality of the drinking water distributed is guaranteed by both the constant analysis and monitoring activities carried out by Acea and the independent surveys carried out by third parties55, however despite this consumers do not always show they are aware, therefore Acea continues to monitor the habits and undertake action to raise awareness (also see the section Communication, events and solidarity).

55 In general, such analysis is carried out by consumer associations such as Altroconsumo and Cittadinanzattiva and the results can be found on their websites.

The customer satisfaction surveys, carried out each year involving two six-monthly sessions, envisage specific questions on the perception of the water quality (both in Rome and other municipalities of ATO 2).

With regard to the smell, taste and clarity of the distributed water, the overall opinion was positive (7.3 out of 10); those interviewed were also asked if they usually drank tap water and, if not, why they considered it unsuitable for drinking purposes. During 2012, as the average of the two six-monthly surveys, it emerged that 57.5% of those interviewedin the Capital declared that they regularly drank the water which comes from the tap in their home, an improvement with respect to the 53% on average revealed last year, while in the provinces, this percentage drops to 30.5% (34% in 2011). In Rome, the portion of those interviewedwho declare that they never drink tap water also dropped: the average figure came to 23.5% compared with 26% in 2011%, while the equivalent figure in the provinces rose to 52.5% (compared with 48% in 2011); the lack of confidence in hygiene aspects prevailed among the reasons given (30% in Rome and a good 57% in the provinces).

The city of Rome features the presence of around 2,550 drinking water fountains – in cast iron (the so-called “nasoni” or big noses) and in tufa (the “fontanelle della lupa” or she-wolf drinking fountains) – which provide drinking water thanks to the running and maintenance activities carried out by Acea Ato 2. The company also looks after 228 of the artistic and monumental fountains which enrich the Capital and   is responsible for additional water services, around 2,000 fire hydrants and sprinkler networks; the sprinkler network is mainly located in the city centre and the “Trieste” and “Prati” neighbourhoods and supplies the most important artistic fountains in the city.

The treatment and sewage service   

The integrated water service  includes the collection of waste water and its treatment before being reintroduced into the environment. The treatment system in ATO 2 – Central Lazio is organised in “catchment areas”, territorial units on a hydrographic basis, which comprise the treatment plants, the sewage networks pertaining to the same and the associated raising plants.The infrastructures managed as of 31 December 2012 included 513 sewage raising plants (174  of which in the Rome municipal area),  175 treatment plants (35 of which in the Rome municipal area) and 6,126 km of sewage networks  (around  4,156  km of which managed for Rome), without taking into account the number of sewer connections.

Overall measures carried out during 2012 in Rome and the other municipalities under the management of ATO 2, along the networks serving the treatment and sewage system, comprising investigations, inspections, blockage removals and repairs numbered 5,915, involving an average of around 493 measures a month (see chart No. 18 for the type of measures carried out on the sewage networks and table No. 41 for the main maintenance measures on the treatment and sewerage system).

Often measures on the network are not limited to the repair of the damage identified but extend to accurate reconnaissance work on a larger section, so as to plan any redevelopment activities for the purpose of improving the operating conditions. Besides the management and maintenance activities, work has been continued to expand, integrate and enhance the sewage network, in particular in the mostly recently acquired municipalities in ATO 2.

Chart No. 18 – TYPE OF MEASURES CARRIED OUT ON THE SEWAGE NETWORKS IN ATO 2 – CENTRAL LAZIO (Rome and municipalities managed) (2012)

Chart No. 18 – TYPE OF MEASURES CARRIED OUT ON THE SEWAGE NETWORKS IN ATO 2 – CENTRAL LAZIO (Rome and municipalities managed) (2012)

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NB: the figures do not take into account the so-called “void” measures, linked to reports relating to the rainwater drainage system via “drain traps” or “hoppers”, or attributable to parts of privately-owned plants which are not the responsibility of Acea Ato 2.

Table No. 41 – MAIN MEASURES ON THE TREATMENT AND SEWERAGE SYSTEM AND WASTE WATER CHECKS IN ATO 2 – CENTRAL LAZIO (Rome and municipalities under management) (2012)

Type of measures  
investigations, removal of blockages, cleaning, inspections, raising of manholes, inspection of level of water drain openings and damage repairs 5,915 measures on the sewage networks
inspections of the Rome sewers and measures on associated constructions (floodways, openings, etc.) 59 km of sewers inspected, 1,669 measures on sewers and constructions (Rome, right and left Tiber)
ordinary electromechanical maintenance on the raising plants 8,199 measures on the raising plants
electromechanical maintenance (improvement, ordinary, preventive, etc.) on treatment plants 6,102 measures on the treatment plants
waste water quality control 6,973 samples withdrawn and a total of 122,231 analytical checks carried out on the waste water

The waste water disposal system is subject to constant control and the parameters which indicate the quality of the water coming into and flowing out of the treatment plants and the impact on the receiving water bodies, the rivers Tiber and Aniene, are monitored.

Thanks to the adoption of cutting-edge technology, Acea Ato 2’s Environmental Operations Centre, constantly monitors the data detected by remote control, on the transit of the waste water in the networks, as well as the hydrometric and pluviometric figures, shared  with the Rome Hydrographic and Marigraphic Office; and the data on the quality of the water in the rivers Tiber and Aniene, thereby producing a daily report. The analytical checks carried out on the waste water, performed both by Acea Ato 2 and the company LaboratoRI, came to more than 122,000 in 2012.