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Information Systems

In 2007 the information systems operated with the view to increasingly build synergy within the Hera Group. The efforts put forth ended up channelled into two major general themes: homogenisation and integration of the functional architecture and database, and a partial reassessment of the processes and internal structures in order to find management and operational procedures increasingly functional integrated with the Group’s main processes.

One important indicator for quantifying the support provided by the information systems to the corporate business activities is represented by the following volumes regarding the most important information processed by the systems:

  • approximately 2 million customers handled;
  • roughly 14 million bills issued;
  • a total of about 1,800,000 contacts handled for more than two million requests for service through four channels: call center – roughly one million contacts handled for more than 1,300,000 requests for service; physical branches – more than 500,000 contacts handled for more than 600,000 requests for service; via web – more than 100,000 contacts handled for more than 120,000 requests for service; by mail – more than 40,000 contacts handled for more than 50,000 requests for service.

 

Going into detail, the information systems were involved in developing numerous projects aimed at supporting the customer management process, such as tariff adjustments and offers of sale, implementations tied to new developments in the standards or to maximise efficiency of the billing system and management of the active cycle.

Mentioned in order of importance:

  • completing the rollout of the Group’s management systems in the Modena territory, with start-up in the municipality of Sassuolo;
  • completing the rollout of the customer management systems in the Ferrara territory;
  • adapting the gas distributor system to the network code regulations and improving communication functions with third-party vendors;
  • redeveloping the database pertaining to customer information on the Sap-Isu system, the main goals being standardisation of contractual accounts supporting the multi-service bill, adaptation in managing the regional postal structure in compliance with the new Poste Italiane regulations concerning mass mailings, and optimisation of the reading and billing processes.
  • reassessing the bill printing process aimed at standardisation and rationalisation objectives and a new layout;
  • implementing structures necessary for managing the new liberalised electricity market on the system, from massive installation of electronic meters on the Hera Spa distribution networks to offer management and billing;
  • developing integration between the CRM and the Hera Group management system to implement new on-line methods of payment to Hera (payment at receiving offices, on-line payment with credit cards, payment at ATMs);
  • acquiring about 1600 new customers at the environmental hygiene tariff following the decision of themunicipality of Marradi to switch from Tarsu to Tia.

 

Other important projects are worthy of mention. They are not directly tied to the main lines of company business, but are aimed at optimising and improving the internal operational processes, such as:

  • implementation of the new SRM (Supplier Relationship Management) system, able to improve efficiency of the entire purchasing process in terms of automation, streamlining and procedure traceability;
  • integration in the system of all plant and real estate maintenance activities in the various territories currently managed with different procedures within the Hera Group;
  • different projects connected with evolution of the reporting system, particularly with commercial and financial planning aims.

 

For the sake of completeness and importance it is worth mentioning a number of technological projects carried out to guarantee the Group the necessary processing and storing power and reliability, namely:

  • strengthening and reinforcing of the technological infrastructure, particularly aimed at improving the backup system and increasing processing performance of the central systems;
  • completing the rollout of centralised authentication, file serving and electronic mail system standardisation in the territories.