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Electricity and gas distribution

ELECTRICITY DISTRIBUTION
   TOTAL
  2008 2009 2010 2011
Km of network 12,324 12,577 12,689* 12,815
of which underground cable n/av n/av n/av 10,732
End customers connected 1,103,237 1,108,339 1,112,985 1,129,194
Municipalities served 50 50 52 52
* Adjusted figure compared to that published in the 2010 Sustainability Report
ANALYSIS OF USERS OF THE ELECTRICITY DISTRIBUTION SERVICE BY GEOGRAPHICAL AREA

TOTAL
  2010 2011
Lombardy 1,112,985 1,129,194
of which Milan n/av 883,694
of which Brescia n/av 245,500
Other North Italian regions 0 0
The rest of Italy00
GAS DISTRIBUTION
  TOTAL
  2008 2009 2010 2011
Km of network 7,380 8,089 8,480 8,067
End customers connected 1,204,401 1,306.261 1,388,654 1,367,405
Municipalities served 200 215 213 213
ANALYSIS OF USERS BY GEOGRAPHICAL AREA
  TOTAL
  2010 2011
Lombardy 1,347,474 1,323,765
Other North Italian regions 13,094 14,044
The rest of Italy 28,086 29,596
TECHNICAL QUALITY - ELECTRICITY
  Milan

High concentration environment Medium concentration environment Low concentration environment
Service continuity index 2009 2010 2011 AEEG target 2011 2009 2010 2011 AEEG target 2011 2009 2010 2011 AEEG target 2011
Average minutes of interruption per year for LV users due to long interruptions without notice 31.7 31.62 25.68 25 76.18 77.11 38.9 40 n/av n/av n/av  60
Average number of interruptions per year for LV users due to long interruptions without notice 1.55 1.73 1.62 1.47 3.07 2.15 1.99 2.26 n.a. n.a. n.a.
  Brescia

High concentration environment Medium concentration environment Low concentration environment
Service continuity index 2009 2010 2011 AEEG target 2011 2009 2010 2011 AEEG target 2011 2009 2010 2011 AEEG target 2011
Average minutes of interruption per year for LV users due to long interruptions without notice 9.46 6.71 6.72 25 20.89 12.47 7.79 40 24.84 28.23 27.3  60
Average number of interruptions per year for LV users due to long interruptions without notice 1.14 0.94 1.07 1.18 1.93 2.11 1.19 2.33 2.68 2.87 2.27  4
EMERGENCY ELECTRICITY SERVICE
  Milan Brescia
 2009 2010 2011 2009 2010 2011
No. of MV customers with more than 2 (3 in 2009) interruptions a year for high concentration environments 19 166 109 0 1 10
No. of MV customers with more than 3 (4 in 2009) interruptions a year for medium concentration environments 0 6 13 0 1 1
No. of MV customers with more than 4 (5 in 2009) interruptions a year for low concentration environments n/a n/a n/a 0 0 0
COMMERCIAL QUALITY - ELECTRICITY: SPECIFIC INDICATORS - MILAN, BRESCIA AREAS
 
Services provided within the time indicated (%) Average time for rendering the service (days)
 AEEG level 2009 2010 2011 2009 2010 2011
Time for making estimates for work on the LV network 20 working days 
97.64% 95.86% 87.63% 7.34 10.14 11.53
Time for performing simple jobs 15 working days for LV, 30 working days for MV 98.87% 99.09% 99.62% 7.49 7.6 7.48
Time for turning on supply 5 working days
99.22% 99.13% 99.65% 2.96 2.08 1.55
Time for turning off supply 5 working days for LV, 7 working days for MV 99.44% 99.06% 99.52% 2.98 2.18 1.85
Time for turning on supply again after suspension for default 1 weekday 99.04% 99.26% 98.97% 0.25 0.24 0.21
Punctuality band observed for appointments 2 hours 99.49% 94.76% 99.92% -
Time for reinstating supply following a fault in the measurement group on working days between 8.00 am and 6.00 pm on the LV network 3 hours 90.28% 89.92% 95.50% 2.67 0.09 1.78
Time for reinstating supply following a fault in the measurement group on working days between 6.00 pm and 8.00 am on the LV network 4 hours 97.98% 95.96% 97.29% 2.22 0.08 1.74
Time for communicating the result of measurement group checks 15 working days 95.28% 91.64% 94.45% 8.03 8.66 9.82
Time for communicating the result of voltage checks 30 working days  
90.00% 88.89% 95.83% 16 15.61 15.25
COMMERCIAL QUALITY - ELECTRICITY: SPECIFIC INDICATORS - MILAN, BRESCIA AREAS


Services provided within the time indicated (%)
Type of serviceAEEG level LV 2009 2010 2011
Minimum percentage of requests to perform complex jobs completed within a maximum of 60 working days 85% within 60 working days 99.66% 99.75% 99.19%
Minimum percentage of motivated replies to written complaints or information requests communicated within a maximum of 20 working days 90% within 20 working days 71.83% 88.10% 87.82%
COMMERCIAL QUALITY - ELECTRICITY: SPECIFIC INDICATORS - MILAN, BRESCIA AREAS


Services provided within the time indicated (%)
Type of serviceAEEG level LV 2009 2010 2011
Minimum percentage of requests for jobs on the MV network where the estimate was put at the customer’s disposal within the maximum of 40 working days 90% within 40 working days 91.34% 95.30% 84.51%
Minimum percentage of requests to perform complex jobs completed within the maximum of 60 working days 90% within 60 working days 99.08% 100.00% 97.79%
Minimum percentage of motivated replies to written complaints or information requests communicated within the maximum of 20 working days 95% within 20 working days 97.76% 98.73% 97.85%
TECHNICAL QUALITY - GAS
 

Actual level  2009 Actual level  2010 Actual level 2011
 Base levelRef. level Mi  Bs Bg  Va Mi  Bs Bg  Va Mi  Bs Bg  Va
Annual percentage of the network under high and medium pressure inspected 30% 90% 100% 66% 100% 34% 100% 94% 100% 31% 100% 57% 99% 43%
Annual percentage of the network under low pressure inspected 20% 70% 85% 37% 40% 45% 86% 52% 35% 43% 86% 32% 40% 71%
Annual number of leaks localised per km. of network inspected 0.8 0.1 0.025 0.19 0.03 0.0036 0.017 0.31 0.014 0.0044 0.027 0.083 0.01 0.25
Annual number of leaks localised following third party reports per km. of network 0.8 0.1 0.399 0.11 0.05 0.49 0.42 0.18 0.09 0.52 0.35 0.1 0.07 0.31
Conventional number of measurements of the degree of odorization of the gas per thousand end customers 0.19 0.5 0.556 1.11 7.16 0.97 0.55 1.09 0.68 1.8 0.58 1.11 3.5 1.36
No. of end customers with notice equal to or greater than 3 days for interruption with notice / / 40,991 280 420 0 42,781 85 606 0 22,498 53 795 0
No. of end customers with notice less than 3 days for interruption with notice / / 5,058 135 71 0 7,277 82 145 0 2,279 49 98 0
EMERGENCY GAS SERVICE
 

Actual level  2011
 Base Level
Reference level Milan Brescia Bergamo Varese
Annual number of calls to the switchboard where the team arrives at the location in <= 60 min 90% 95% 95.50% 99.50% 100.00% 99.20%
COMMERCIAL QUALITY - GAS: SPECIFIC INDICATORS – MILAN, BRESCIA, BERGAMO AREAS AND OTHER PROVINCES


Services provided within the time indicated (%) Average time for rendering the service (days)
Type of serviceLivello AEEG 2009 2010 2011 2009 2010 2011
Time for making estimates (simple jobs) 15 working days 97.85% 98.27% 95.20% 4.46 6.44 6.75
Time for performing work (simple jobs) 10 working days up to 25D, 15 working days over 40D 97.93% 98.39% 96.28% 5.18 5.66 5.51
Time for making estimates (complicated jobs) 40 working days 95.34% 98.21% 98.44% 16.83 17.77 16.63
Time for turning on supply 10 working days up to 25D, 15 working days over 40D 99.91% 92.54% 99.94% 3.97 4.05 3.73
Time for turning off supply 5 working days up to 25D. 7 working days over 40D 99.89% 97.25% 99.94% 3.33 3.04 3.15
Time for turning on supply again after suspension for default 2 weekdays 99.92% 95.82% 99.68% 1.32 1.18 1.21
Punctuality band observed for appointments 2 ore 99.40% 99.89% 99.93% nd na na
COMMERCIAL QUALITY - GAS: SPECIFIC INDICATORS - VARESE


Services provided within the time indicated (%) Average time for rendering the service (days)
Type of serviceAEEG level 2009 2010 2011 2009 2010 2011
Time for making estimates (simple jobs) 4D-6D 15 working days 99.70% 100.00% 100.00% 3.5 4.8 4.4
Time for making estimates (simple jobs) 10D-25D 15 working days 100.00% 100.00% 100.00% 3.9 5.4 4.2
Time for making estimates (simple jobs) > 40D 15 working days 97.00% 100.00% 100.00% 6.6 5.5 4.3
Time for performing work (simple jobs) 4D-6D 10 working days 99.20% 98.10% 100.00% 3.5 8.3 2
Time for performing work (simple jobs) 10D-25D 10 working days 100.00% 100.00% 100.00% 2.1 4.2 2.1
Time for performing work (simple jobs) > 40D 15 working days 100.00% 100.00% 100.00% 3.9 6.6 6.3
Time for making estimates (complicated jobs) 4D-6D 40 working days 100.00% 100.00% 100.00% 0 7.8 4.3
Time for making estimates (complicated jobs) 10D-25D 40 working days 100.00% 100.00% 100.00% 0 5 4.7
Time for making estimates (complicated jobs) > 40D 40 working days 90.00% 100.00% 100.00% 11.2 14.2 6.5
Time for turning on supply 4D-6D 10 working days 99.70% 98.90% 100.00% 3.4 4.1 1.5
Time for turning on supply 10D-25D 10 working days 100.00% 100.00% 100.00% 3 3.7 1.3
Time for turning on supply > 40D 15 working days 100.00% 100.00% 100.00% 2.2 1.5 1.2
Time for turning off supply 4D-6D 5 working days 97.30% 99.40% 99.86% 2.7 2 1.2
Time for turning off supply 10D-25D 5 working days 100.00% 100.00% 100.00% 2 1.8 1.5
Time for turning off supply > 40D 7 working days 
100.00% 100.00% 100.00% 3.3 1.3 2.7
Time for turning on supply again after suspension for default 2 weekdays 99.60% 100.00% 100.00% 0.2 0.3 0.2
Punctuality band observed for appointments 2 hours 98.70% 95.00% 99.78% n/a n/a n/a
COMMERCIAL QUALITY - GAS: GENERAL INDICATORS – MILAN, BRESCIA, BERGAMO AREAS AND OTHER PROVINCES
 
Services provided within the time indicated (%)
Type of serviceAEEG level 2009 2010 2011
Minimum percentage of requests to perform complicated jobs which were completed within the maximum of 60 working days 85% within 60 working days 99.61% 99.52% 98.93%
Minimum percentage of results of measurement group tests at the customer’s request communicated within the maximum of 10 working days 90% within 10 working days 91.30% 99.37% 63.18%
Minimum percentage of motivated replies to written claims or information requests communicated within the maximum of 20 working days 90% within 20 working days 94.22% 92.56% 93.44%
COMMERCIAL QUALITY - GAS: GENERAL INDICATORS - VARESE
 
Services provided within the time indicated (%)
Type of serviceAEEG level 2009 2010 2011
Minimum percentage of requests to perform complicated jobs which were completed within the maximum of 60 working days 85% within 60 working days 100.00% 100.00% 100.00%
Minimum percentage of results of measurement group tests at the customer’s request communicated within the maximum of 10 working days 90% within 10 working days 100.00% 93.70% 100.00%
Minimum percentage of motivated replies to written claims or information requests communicated within the maximum of 20 working days 90% within 20 working days 100.00% 100.00% 100.00%