Acquedotto Pugliese
Acquedotto Pugliese – AQP has been managing the integrated water service for the regions of Puglia, Basilicata and Campania for over a century. AQP is a well-established and vital organisation for the areas it serves, currently providing essential services to 4 million citizens. At the heart of AQP lies the belief that solutions lie in the development of IT-based approaches; this is why Exprivia has been supporting the digital transformation of AQP’s services for more than three years.
In Italy there are about 600 companies in the Energy & Utilities world, but only 20% of them have digitized the work of employees and their relationship with customers*
Needs
Serving a large number of the population involves a constant improvement in the services provided, which is why AQP has deemed it necessary to digitally evolve the means by which to make its services accessible to citizens.
Since 2018, Acquedotto Pugliese has started a Digital Transformation process with Exprivia, aiming to simplify the relationship with citizens.
Exprivia Solution
AQP wanted to offer user-friendly commercial services, in an easy, fast and convenient online way, which is why Exprivia thought of creating an online counter as the first digital step for AQP. Thus was born in 2018 the virtual desk “AQP Facile”, a platform navigable from a browser and with responsive web design. The platform created allows you to access the services with a simple registration indicating your username, password and customer code on the bill. The web space provides customers with various services such as contract management, request invoices, make contractual changes, request the activation of new connections, file a complaint, manage payments and the possibility of obtaining answers on commercial topics thanks to the automatic “AQP Responds” service, thus eliminating queues and waiting times at the counters.
Over time, after the massive and positive response of users, AQP has decided to increasingly expand the services available through the “AQP Facile” online desk.
With a challenging view to constant improvement, in 2021 Exprivia created the “AQP Facile 2.0” APP. The application, with a modern and user-friendly design, interacts with AQP’s information systems, allowing citizens to access all services from mobile, such as: obtaining account statements and making payments through PagoPA and credit card channels, as well as the payment of individual installments. The application has been designed from an international perspective, it is in fact possible to use the APP also in English.
Results
Digitizing services in the Utilities sector leads to a 25% saving in operating costs and increases performance by 20 to 40% in safety, reliability and customer satisfaction (source: McKinsey study). The population needs smart solutions. Those who provide services to citizens have the task of anticipating the needs that derive from them, which is why Exprivia, thanks to its digital skills, offers solutions aimed at improving interaction with the end customer.
*(Source: IBM)
