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Information Systems

In 2010 the Hera Group information systems followed the course set out in the business plan and operated along the following lines:  Efficiency in satisfying business needs, capacity to strengthen the operating efficiency of the companies and organisations of the Hera Group, promptness in updating information systems to sector regulations.

Significant indicators of the contribution of information systems to the business activities of the Hera Group include the following:

  • more than 17 million bills issued, of which 165,000 sent in electronic form;
  • over 5,500 online tenders managed;
  • more than 100,000 emergency service calls managed;
  • more than 4.5 million active contracts over 5 services (EE, GAS, TLR, H2O, TIA);
  • over 65,000 kilometres of distribution network managed on the system;
  • approximately 3.4 million service requests, handled through four channels:

    • call centres,
    • physical branches,
    • mail,
    • internet.
 

The new operating and organisational work model of the Hera Group’s information systems became operational on 1 January 2010, making it possible to focus more on the requirements of the Hera Group and to constantly monitor innovation in IT architecture.

The IT Architecture management activities made it possible to:

  • innovate by ‘rationalising” the systems map, extending and improving the use of reference applications in line with technologies available on the market;
  • maintain the overall operational coherence within a context of change.

 

In 2010, information systems managed over 90 projects. The number of the projects and the quality of the results that were reached confirm the capacity of the information systems to adapt to the business context; the capacity was developed also as a result of the technological investments made in previous years.

Following are the main projects that took place over the course of the year, classified in the following categories:

Improving the efficiency of the Hera Group’s operating processes and supporting its new business needs:

  • Implementation of the new integrated IT system supporting maintenance, operations and realisation of the Networks Department (Work Force Management);
  • Realisation of the new GIS systems for electric grids;
  • Realisation of a system dedicated to managing communications between Hera Comm and distributors;
  • Introduction of the new Group system for taking roll;
  • Adjustment of the systems to the new organisational structure relating to the Territorial Operating Structures;
  • Implementation of the new Group system for managing documents in support of customer management activities;
  • Introduction of the system of business intelligence /reporting;
  • Completing the planning activities for migrating the contracts of Prigeas and Gas Tecnica Galliera into the Group information systems;
  • Realisation of new commercial offers.
 

The new operating and organisational work model of the Hera Group’s information systems became operational on 1 January 2010, making it possible to focus more on the requirements of the Hera Group and to constantly monitor innovation in IT architecture.

The IT Architecture management activities made it possible to:

  • innovate by ‘rationalising” the systems map, extending and improving the use of reference applications in line with technologies available on the market;
  • maintain the overall operational coherence within a context of change.


In 2010, information systems managed over 90 projects. The number of the projects and the quality of the results that were reached confirm the capacity of the information systems to adapt to the business context; the capacity was developed also as a result of the technological investments made in previous years.

Following are the main projects that took place over the course of the year, classified in the following categories:

Improving the efficiency of the Hera Group’s operating processes and supporting its new business needs:

  • Implementation of the new integrated IT system supporting maintenance, operations and realisation of the Networks Department (Work Force Management);
  • Realisation of the new GIS systems for electric grids;
  • Realisation of a system dedicated to managing communications between Hera Comm and distributors;
  • Introduction of the new Group system for taking roll;
  • Adjustment of the systems to the new organisational structure relating to the Territorial Operating Structures;
  • Implementation of the new Group system for managing documents in support of customer management activities;
  • Introduction of the system of business intelligence /reporting;
  • Completing the planning activities for migrating the contracts of Prigeas and Gas Tecnica Galliera into the Group information systems;
  • Realisation of new commercial offers.
 

Adjustments to the regulatory requirements of the business, the most significant of which are:

  • Defining the plan for evolution of the information systems in compliance with the requirements of unbundling regulations (11/07 et seq.) and the launch of the revision of the Data Form;
  • Implementation of the system for remote reading of Gas meters > G40 (Arg/Gas 155/08);
  • Compliance to commitments towards AGCM (the Italian Antitrust Authority).

    • EE distributor portal (switches and accessory services according to standard communication).
    • Pre-check,
    • Publication of metering calendar,
    • Publication of meter readings on portal;

  • Adjustment to legislative amendments of Consolidated Texts on Commercial Quality (amendments to the resolutions Arg 120/08 and Arg 333/07);
  • Compliance with the new European regulation SEPA – Single European Payment Area;
  • Evolution of the energy tariff components (AEEG, Italian Authority for Electricity and Natural Gas) and non-energy components (ATO).
  • Adjustment to resolutions on the harmonisation and transparency of invoices and the disclosure obligations of providers of the most protected services for application of the PED compensations (Arg/Com 202/09, Arg/Elt 8/10);
  • Compliance with IFRIC 12 for adjustment pertaining to fixed asset classes.


Reducing technological risk and improving the security levels:

  • Optimisation of the SAP database;
  • Continuation of the consolidation and enhancement of the technological infrastructure to support the steady increase in business volumes and to increase the level of reliability in the provision of services;
  • Extension of monitoring instruments to the major applications;
  • Realisation of joint security services for the Hera Group (email gateway, text messages, antivirus, patching);
  • Completion of the Identity Access Management project for management of the user access methods for major Enterprise systems.


Furthermore, the information systems have ensured continuity of the systems service, minimising the impact from the release of new projects and covering the requirements for ordinary maintenance and system evolution according to agreed upon priorities.