An innovative troubleshooting system for the Control Room of Acquedotto Pugliese

Acquedotto Pugliese S.p.A., a company fully owned by the Apulia Region, holds the concession for the Integrated Water Service in the municipalities of Apulia and in some municipalities of Campania. For over 15 years, it has been pursuing a path of extensive digitalization and service transformation to ensure the best possible management and enhancement of the water resource throughout the entire integrated cycle.

AQP’s new Control Room includes a Trouble Ticketing system for tracking emergency intervention reports. The system records all information required by ARERA and can be natively integrated with telephony systems. Integration with GIS mapping systems enables report georeferencing and the initial identification of the affected asset. If the report concerns customer meters, the interface with the SAP system allows the verification of the customer’s payment status. In addition, through guided questionnaires, the system supports operators in correctly classifying the fault. For alerts generated by the Telecontrol system, a corresponding report is automatically created to ensure effective follow-up. The system also interfaces with WINcc OA to automatically acquire operational data, which can be enriched with notes entered by the operator.