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Integrated water cycle

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The integrated water cycle means the management of three services, aqueduct, sewage and purification. The integrated water cycle in A2A is managed by A2A Ciclo Idrico, which works in the municipality of Brescia and several other municipalities in that province. The subsidiary Aspem distributes drinking water in the city of Varese and in various municipalities in that province. The Group distributed water to over 277,000 users in 2011, while purification and sewage services involved approximately 160,000 and 178,000 users respectively. The fall in the number of users compared to 2009 and 2010 (which may be seen from the graph) is due to the sale of the subsidiary BAS Servizi Idrici Integrati, working in the province of Bergamo.

TOTAL USERS OF THE INTEGRATED WATER SERVICE

TOTAL USERS OF THE INTEGRATED WATER SERVICE

GEOGRAPHICAL DISTRIBUTION OF AQUEDUCT SERVICE USERS

GEOGRAPHICAL DISTRIBUTION OF AQUEDUCT SERVICE USERS

Contact channels and customer assistance

A2A Ciclo Idrico has an online desk available that is always open for carrying out commercial transactions or requesting information. The company can also be contacted via a toll free number that can be reached from Monday to Friday between 8.30 a.m. and 5.00 p.m.

A2A CICLO IDRICO - ONLINE DESK SERVICES

A2A CICLO IDRICO - ONLINE DESK SERVICES

A2A CICLO IDRICO - ONLINE DESK SERVICES

A2A CICLO IDRICO - ONLINE DESK SERVICES

The “transparent bill” project

A2A  joined the “transparent bill” project in July 2011 on the initiative of the Region of Lombardy, with the collaboration of 16 Lombardy consumers’ associations, whose aim is to set up a new water service bill. The consumers’ associations have prepared a questionnaire aimed at Lombardy residents through which it will be possible to draw up a new standard water bill that is capable of meeting the needs of users, in particular as far as its clarity, transparency and legibility are concerned.

Quality of the water service

The quality of the aqueduct, sewer and purification water services is regulated for each company by a Service Charter, which lays down the principles and criteria for achieving that quality and represents an appendix to the supply contract.
In order to improve service quality, in addition to its own Service Charter A2A Ciclo Idrico has promoted an initiative designed to help customers to adopt the measures required to check for any water leaks in private systems downstream from the delivery point and thus reduce the risks of economic damage. This promotion envisages a contribution to be made towards the costs incurred for transferring the water meter to the edge of the private property and a contribution to be made towards the costs incurred for purchasing a manometer. Insurance can also be taken out against water leaks (reserved for domestic users), which is proposed by A2A Ciclo Idrico under extremely beneficial conditions.
Aspem also offers insurance against the risk of hidden leaks of drinking water to its customers with water supply contracts for domestic and/or commercial use.
An emergency service is available round the clock to report leaks in the public sewage pipes.
The new Information Service for Supervision of the use of Water Resources (SiViRI), which came into effect in February 2010, regulates the annual collection of data on tariffs, operating variables and techniques, regulatory accounting and investments, starting from 2009. This tool enables data on the status of infrastructure, the organisation and working of the water services, tariff levels and investments to be collected, processed and returned, as well as data on the working of the Optimal Territorial Ambit Authority (AATO). The system identifies a series of indicators which provide information about the efficiency and effectiveness with which operators provide the service and the extent that these match the commitments included in the Ambit Plan.

INDICATORS OF WATER SERVICE QUALITY (figures in days)

INDICATORS OF WATER SERVICE QUALITY (figures in days)

Safety of the water service

Supplying quality water is one of the fundamental objectives of the Group companies providing the aqueduct service. For this reason qualitative checks in addition to those required by law are conducted on the water supplied.

In 2011 A2A Ciclo Idrico took 7,666 samples of drinking water, analysing 158,276 parameters.
Controls on the quality of water intended for human consumption are regulated by Legislative Decree no. 31 of February 2, 2001 as subsequently amended, “Implementation of Directive 98/83/EC on the quality of water intended for human consumption”.
The water put into the network is submitted to chlorocoverage, mainly through treatment with chlorine dioxide to ensure that the microbiological parameters set by Legislative Decree no. 31/01 are complied with, whereas it is submitted to chemical/physical treatment, where this is necessary, using specific treatment plants, when the crude water extracted from the procurement sources does not comply with the limits to be found in Legislative Decree no. 31/01.
As operator of the Integrated Water Service (SII) of Brescia and numerous other municipalities in the province, A2A Ciclo Idrico carries out rigorous controls on the sources of procurement (wells and springs), the treatment plants and the distribution network through control points located on the network in accordance with an analysis protocol agreed with the local health authority, the ASL (the body that checks the work performed by the SII operator), in order to ensure that the overall quality of the water supplied is representative, for compliance with legal limits.
Samples are taken on a monthly basis at the treatment plants and at the network points and on an annual basis at the procurement sources, or on a less frequent basis in relation to the qualitative features of the water taken from a specific source. To this analysis are added those carried out directly by the ASL, with the withdrawal frequency not known to A2A Cll to ensure the maximum effectiveness of the testing with respect to the operator; in Brescia these analyses are carried out by taking samples at 27 control points (26 corresponding to the A2A CII network points and 1 at the private control point identified independently by the ASL).

If there is non-compliance of only one of the parameters in the analyses performed, A2A Ciclo Idrico intervenes immediately, in accordance with the competent ASL and local mayor, adopting the measures required to ensure that the service can again provide water fit for human consumption as soon as possible.

How much water costs

In addition to the environmental benefits, drinking tap water instead of mineral water also produces an economic saving: taking an average consumption of 1,000 litres a year by a household of three people and an average price of 25 cents per litre for certain natural mineral waters to be found on sale, the cost of mineral water is approximately 250 euro a year.
The cost of the same amount of water coming from the aqueduct would on the other hand be 1.13 euro a year (using the tariffs effective in 2011).