Quality indicators

Quality indicators

The legislation requires motorways to achieve certain service standards.

The quality indicators listed are experimental and comply with the provisions of the Directive of the Italian Ministry of Infrastructure and Transport no. 102 of 19 February 2009.

1. TRAVEL SAFETY 
   ADVANCE NOTICE PERIOD OF COMMUNICATIONS, THROUGH ORDINANCES, RELATING TO CONSTRUCTION SITES LASTING >5 DAYS 
   The factor quantifies the advance notice of communications to users for construction sites lasting more than 5 days.
2. REGULARITY OF THE SERVICE 
   STATE OF RETROREFLECTIVE HORIZONTAL SIGNAGE 
   It is a measure of the ability of the signage to reflect light and therefore to be visible.
3. INFORMATION TO USERS 
   RESPONSE TIME TO PROPOSALS AND COMPLAINTS BY EMAIL 
   This is a parameter that investigates the ability to respond to user requests: 85% of requests must be processed within 10 business days

We would like to point out that the quality indicators, identified by the Grantor in accordance with the ART rate systems, are not currently applicable, as the process for approving the Economic and Financial Plan is being finalised.

The monitoring of quality indicators is carried out on an annual basis.

The following table presents the results achieved in 2023 with respect to the criteria imposed by the Grantor.

* Excluding supplements/extensions to the ordinances.

** The figure refers exclusively to measurements taken on the carriageway along the continuous emergency strip. Tunnel sections, service areas, appurtenances and construction site areas are not considered and compliance with the standard occurs (excluding the period of winter operations) for 90% on minimum sections of 20 km, in line with the Master Agreement1.

1 Master Agreement means the single agreement between the Grantor Concessioni Autostradali Lombarde S.p.A. and the concessionaire company Autostrada Pedemontana Lombarda S.p.A.