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Information Systems

During 2006, the Hera Group confirmed its decision to concentrate the operations and development of Information Technology within the subsidiary Famula On-line.

The performance of the IT services occurred in line with the Group's growth plans, guaranteeing on-going support for the business activities.

In this area, the main benchmarks are:

  • over twelve million bills issued;
  • around half a million contacts handled via the physical branches and one and a half million handled by means of the Call Centre.


With regards to the development of projects aimed at satisfying new business requirements, relating to legislation or internal efficiency, the following are mentioned in terms of importance:

  • implementation and accomplishment of the bi-monthly billing method for all the services provided by the Group, both for the single-service bills and for the multi-service and multi-company bills.
  • creation of an automatic interface between the CRM system and the Billing system involving a consequent reduction in the data loading timescales, the data input errors and the operating costs.
  • creation of a new system for handling Business customers, loading all the outstanding contracts and streamlining the billing plan.
  • acquisition of around 140 thousand new Environmental Hygiene Tariff customers, following the choice of twenty Municipalities to make the changeover from TARSU to TIA.


In detail, with regards to the Modena area recently acquired, besides carrying out the rollout of the Group systems, migrating the information from the previous ones, two extraordinary projects were implemented, namely: the acquisition of 80 thousand electricity customers from the Enel network and the launch of the Environmental Hygiene Tariff service for a further 120 thousand users in the Municipal area.

A number of technological projects are highlighted with regards importance and comprehensive information, having been put together in order to ensure the Group processing and memorization power and reliability necessary, namely:

  • creation of the Group's single centralized technological infrastructure for authentication, file serving, e-mail and Internet services, consequently leading to the start of the Rollout throughout all the areas so as to replace the previous technologies.
  • creation of high fidelity for all the main systems with a view to guaranteeing Business Continuity and further decreasing the incidence of machine down-time.