With ARERA resolution 15/2022 and the TQRIF annex (Consolidated Text for the Regulation of the Quality of Municipal Waste Management Service) Public administrations and managers are called upon to monitor and certify all user-facing activities, with the aim of improving the quality and transparency of waste collection services.. Placing the citizen at the heart of the service is the motivation that has driven the Authority to introduce new points of contact with users and to identify a series of indicators to be met relating to contractual and technical quality..
What does Resolution 15 ask of the Public Administration?
In accordance with the resolution, the’local authority (tariff manager) must also make available online, via web portal and mobile application, contractual-type requests usually managed by the physical TARI office.
Web portals and apps therefore represent the new points of contact between users and the office; for this reason, they must be equipped with a dedicated chat for instant messaging exchange and an informative section with the minimum service content, such as collection percentages, management data, news, and the service quality charter (444/2019 TITR).
The resolution also provides for the preparation of at least one Freephone number, responsible for collecting requests from:
- New registration
- variation
- cessation
- Amend amount
- Installment plan
- Claim
- Information request
Finally, the regulation requires the tariff manager to track user instances from all points of contact, therefore portals, apps, toll-free numbers, and physical branches, noting for each request the response, acknowledgement, and completion times - the so-called Register of contractual quality-related requests.
How do TQRIF requests impact the Manager?
Even for the Operator (collection/transport and washing/sweeping) Resolution 15 of ARERA outlines a series of obligations aimed at fulfilling a new user-centric vision of the urban waste collection service. First and foremost, the operator is obliged to make available online, via Web portal and mobile app, the technical instances of the service provided, such as:
- Service activation request
- Equipment delivery request
- Request for information
- Waste collection complaints
- Cleaning/sweeping service complaints
- Equipment delivery claims
- Waste collection on demand
- Service reports
- Repair report
Web portals and apps must facilitate direct exchange between the operator and user, including via Dedicated chat and provide minimal information on the service, such as opening hours, timelines, updates, and the service quality charter as required by Resolution 444/2019 TITR.
As well as the local authority, the operator is also obliged to guarantee at least one Freephone number for emergency response, active 24 hours a day, and to record all instances originating from the portal, app, and toll-free number, in compliance with technical quality timeframes.
How to manage instances to track Contractual and Technical Quality levels?
The management of instances originating from the web portal, mobile application, toll-free number, and physical desk must be entrusted to An integrated IT solution, a CRM How to K-TARIP per
- trace the flows connected to each instance
- monitor processing times
- To memorise who does what
- advise the user of the outcome
- to record in a log the performance to be communicated annually to ARERA
The K-TARIP solution guarantees to the tariff manager (contractual quality) and the collection/transport and washing/sweeping manager (technical quality) the implementation of the required contact points (web portal, app and toll-free number) and, with the CRM, instance management and tracking.
Contact us for more information or to schedule a demonstration of K-TARIP for managing Delibera 15 ARERA.
