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Information Systems

During 2011, the Hera Group’s information systems followed the path mapped out by the business plan, operating in accordance with the following guidelines: satisfying business requirements effectively, consolidating the operating efficiency of the Hera Group’s companies and business units, and adapting promptly to sector norms.

The contribution made by the information systems to the Hera Group’s business in 2011 is shown by the following key indicators:

  • more than 17 million bills issued, of which over 250,000 were sent electronically – a 50% increase on 2010
  • more than 4,000 online tenders managed
  • approximately 120,000 emergency calls
  • more than 4.8 million active contracts for five services (electricity, gas, district heating, water, waste management)
  • approximately 65,000 km of distribution network handled on the system (electricity, gas, district heating, water)
  • 3.8 million service requests, managed through four channels

    • call centres
    • branches
    • mail
    • internet


Some important results were achieved in 2011, such as:

  • Obtaining of ISO 9001 certification, which attests to the quality of the processes and activities carried out by Famula On-Line
  • Start-up of the Document Management System for the Hera Group
  • Completion of important improvement actions scheduled in 2011 in relation to the internal Help Desk and Application Maintenance services on the basis of the results of the Internal Climate and Internal Services surveys
  • Compliance with the SLAs relating to the management of infrastructural tickets, which are monitored each month and presented to Hera’s senior managers
  • Issuing of a large number of Application Maintenance tickets (approximately 11,500, representing 96% of the total), complying with the SLAs relating to the blocking tickets
  • Widening and consolidation of the systems architecture and the application map
  • Continuation of the integration of subsidiaries and affiliates, with the integration of Akron into the Group systems
  • Completion of more than 90 projects, around 30 of which were to cover new requirements emerging during the course of the year, demonstrating the ability of the Information Systems to adapt flexibly to the needs of internal clients.

The following were the most significant projects of 2011, due to their ability to support the business processes and compliance with emerging legislation, with highly innovative and integrated IT solutions:

  • Important work continues on updating the information systems to comply with regulatory obligations regarding the separation of distribution and sales processes (software unbundling) and of administrative and accounting processes (accounting unbundling) for companies operating in the electricity and gas sectors (Resolution 11/07 et seq.)
  • The deployment, in all territories, of the new computerised system for managing the mobile workforce in support of Network maintenance and management activities (Work Force Management) and the design of the Mobile component in support of Emergency activities, to allow direct communication and dialogue with personnel in the field (approximately 450,000 appointments made in the new Diary and 400 Mobile devices in the territory)
  • Overhaul of the application area in support of Metering management processes (halving of acquisition times for 230,000 electricity readings, made at the end of each month; 1,000 gas meters with a gauge of > G65 read remotely with a yield of 99.6%)
  • Completion of the project for standardisation and extension to all TOSs of the new Group territorial mapping system (65,000 km of managed network)
  • Design of the review of the application area in support of the Herambiente processes (“Environmental Systems Upgrade” and “Industrial Accounting” project)
  • Update to Resolution 219-10 on the functioning of the Simplified Indemnification System
  • Extension of the processes supported by the Distributors Dialogue System (SDD), with particular reference to processes relating to overdue payments
  • Assessment aimed at choosing the best software platform for supporting the business processes in the CRM field. This is required to overcome the technological constraints associated with the current solution
  • Putting into production of the new bill printing model
  • Completion of the project to update the systems to the reorganisation of the Territorial Operating Structures (the TOS reverse spin-off project), having achieved the objective of minimising the impact on normal system activity
  • Putting into production of the new system for managing the Group’s investments, from the loading of the draft budget to authorisation to finalisation (around 5,000 investment classification nodes managed)
  • Putting into production of the project for implementing a solution in support of Filing processes (involving almost 2,000 users and around 75,000 documents filed in the first month of activation of the new solution)
  • Design of the new system in support of Group Health and Safety processes (EHS)


In addition to the projects cited above, the main 2011 projects are noted below, classified according to the following types:

Improving the efficiency of operating processes and support for the Hera Group’s new business requirements:

  • Steps to optimise existing systems aimed at improving sales processes
  • Migration and management of contracts acquired in the default-provider market
  • Commercial campaigns
  • Switch of seven new municipalities to the TIA waste-management tariff
  • Implementation of a tool for automating customer service processes (Mashup)
  • Commencement of management, in the Hera Group’s information systems, of the water contracts pertaining to the municipalities of Pievepelago (around 2,700 users), S. Agata Feltria, Pennabilli, Talamello and Casteldelci (around 4,800 users)
  • Management of Quality and Non-Conformity processes
  • Optimisation of Credit management processes


Update to sector regulatory requirements (the major ones are listed here):

  • Update to Resolution 67-10 on tariff regulation for temporary connections to medium- and low-voltage electricity distribution networks
  • Update to Resolution 125-10 on active connections
  • Update to Resolution 155-08 on remote reading of gas meters
  • Update to EC Regulation 254/09 IFRIC 12
  • Update to Resolution 104-10 on managing customer compensation for non-communication
  • Integration of SISTRI (waste traceability control system)
  • Update to the regulation on the traceability of financial flows relating to contracts for works, supplies and services
  • Creation of the report on the Spesometro (Tax Authority measure no. 184182 of 22 December 2010 in relation to goods and services delivered or received)
  • Update to tariffs relating to all services managed
  • Update to the new VAT rate
  • Update to HR regulations


Reduction of technological risk and improvement of security levels:

  • Completion of technological upgrade project for non-SAP components
  • Update to changes required by security and privacy managers
  • Completion of Oracle Upgrade 11 for the SAP components