ADVANCE AND GROWTH

All the activity of Madrileña Red de Gas is sustainable, giving priority to respect for the environment and always finding the balance between economic, environmental, and social aspects.

Comfort, safety, and cleanliness typical of natural gas means improvement in life quality for thousands of homes, as well as an important savings in your energy bill -between 20% and 45%-, according to annual consumption and fuel supplied. Its usage in businesses and companies, favours competitiveness and efficiency, which translates into saving between 30% and 50% that can be used to increase productivity of the business or the company in any sector. It must be considered that traditionally, gas is the cleanest energy because of its minimum emissions of NOX and CO₂ particles.
CO₂
The arrival of natural gas to a municipality means an important advance and great boost for its economic activity.

In the objectives marked by MRG, one of our priorities is that of extending natural gas to all those municipalities that still do not have this source of energy. Its deployment will be a help for the economic and social development of the area.

Within this action framework, during the last tax year, MRG obtained the corresponding administrative authorisation for the distribution of natural gas in two new Madrid municipalities. Casarrubuelos and Moralzarzal. The distribution is by means of the extension of our networks from the neighbouring municipalities of Cubas de la Sagra and Collado Villalba, to reduce environmental impact and the disturbances caused to the neighbours.

The processes towards obtaining the necessary permits for the extension of the distribution network started in 2019, and we expect to start supplying natural gas during the years 2020 and 2021.

These two municipalities have more than 16,000 inhabitants, among domestic users, businesses, and companies, who will benefit from the transforming of their installation to natural gas.

LARGE CONSUMERS

Regarding the large consumer market, in MRG we have increased the consumed energy with natural gas by more than 250 GWh/year, thanks to the new clients in the industrial, commercial, institutional markets, and homeowners associations’ boilers. The total amount of new supplies is 560 clients, which means a 9% increase regarding the previous year and a savings of 15,900 tons or CO₂ emissions.

We can highlight the supply of natural gas to three hospitals, at the beginning of 2019, located in the municipalities of Leganés, Móstoles and Guadarrama, which represents a significant savings in the exploitation account of these public health centres. For another year we have aimed our efforts at obtaining maximum collaboration with all Administrations to transform boiler rooms to natural gas. Throughout this year, we have transformed up to 50 rooms that used polluting fuels like coal or diesel.

In our commitment to continue contributing to improving air quality in our city, in MRG we have continued collaboration, and will continue doing so in the future, with maintaining the Madrid Community Renovation Plan and the new incorporation of a line of aids by the Madrid City Council to the homeowners associations by means of the new quality and sustainability protocol Madrid 360.

MARKETS

Regarding the residential market, and despite the regulatory uncertainty that has characterised the sector in 2019, MRG has had a gross growth of more than 15,000 new supply points, which shows the stability of the gas market.

On the other hand, the actions taken by MRG in 2019, aimed at increasing the supply points in the vertical saturation market, have consisted in extending the collaboration agreement with the Madrid Association of Installation Companies (AGREMIA), that already has the active participation of 310 companies. This represents a 3% increase in new collaborators regarding the previous year. Also, we have extended the collaboration agreement for developing the Renovation Plan for Boiler Rooms with the Madrid Community Energy Foundation.

Another outstanding fact is the creation of new commercial companies aimed at favouring greater implication in the commercialisation of new natural gas supply points by installation companies associated to AGREMIA.

Likewise, we have consolidated the commercial call centre for captivating and activating supply points, with the putting into service of 16.5% of the leads followed. This represents a gross growth of clients by 3.2% over the year 2018.

Regarding the horizontal saturation market, in the last quarter of 2019 we have started important commercial campaigns. These campaigns have been mainly focussed in five municipalities: Talamanca del Jarama, Guadalix de la Sierra, Los Molinos, Soto del Real and Pedrezuela, where we have started to supply 1,400 new points. To do that, we have used both commercial companies, and civil works contractors for the construction of new networks, and installation companies. In all, more than 6,500 metres of network and 269 new supply points are aimed at giving service to more than 450 potential houses.

In new constructions, the work of MRG in 2019 has been aimed at increasing the visits to promoters, to increase the added value of direct management between promoter-distributor. That way, we have offered more alternatives for the deployment of natural gas in new housing; among others, the promoting and application of the preinstallation of NGV for the single family residential market (Los Satelites promotion, in Majadahonda), the hybrid heat pump or gas chimneys, regarding geothermal, aerothermal energies, etcetera.

Others MRG activities in 2019 have been the signing of agreements with land promoters, the increase of new urban development viabilities in our scope of action, and the development and implementation of an application that allows the analysis and location of all the new promotions in the MRG cartography, as well as reporting works status.

DEMOGRAPHIC ANALYSIS

The population of the Madrid Autonomous Community increased by 85,315 inhabitants during 2019, and reached the amount of 6,663,394, which means a demographic increase of 1.28% over the previous year.

The action scope of Madrileña Red de Gas in the Madrid Autonomous Community shows consolidated growth.

By municipalities, after the capital, the greatest increase in absolute value is in the municipalities of Móstoles (+ 2,089 pop.), Boadilla del Monte (+ 1,944 pop.), Alcalá de Henares (+ 1,898 pop.) and Parla (+ 1,868 pop.), all municipalities supplied by MRG. In percentage terms, there has been an average increase of 1.6% The municipalities that have grown more are Boadilla del Monte (+ 3.56%), Miraflores de la Sierra (+ 3.45%) and Talamanca del Jarama (+ 3.42%).

LPG (LIQUEFIED PETROLEUM GAS)

In the field of liquefied petroleum gas, the outstanding project in 2019 has been the construction of 1,200 metres of network through the Matarrubias stream to transport the supply of LPG to the more than 100 inhabitants of Los Cerrillos residential development, in Soto del Real.

Likewise, and until the definite arrival of natural gas to the municipalities of Soto del Real, Los Molinos, y Miraflores de la Sierra, that exclusively depend on propane gas, MRG has carried out important actions that have increased its LPG network by more than 4,500 metres.

Within this action plan, we have continued with the conversion plan of LPG installations to adapt to the supply of natural gas. In 2019, more than 1,200 houses have been transformed, that way optimising the LPG storage centres and eliminating those that supplied a reduced number of houses. This action has brought about the closing of more than 70 of these installations in 21 municipalities of which Madrileña de Gas is the distributor.

In this year, the single family housing represented 31% of the supply points transformed from LPG to natural gas. The consumption of this type of housing can be up to 100% greater than the average consumption of vertical housing. With this transformation, MRG has prevented more than 600,000 kg of CO₂ being released into the atmosphere, committed to reducing emissions and increasing safety in the installations.

EXCELLENCE AND QUALITY

Collaborators

This year 2019 has been a year for consolidation of our extended company, in which we have more actively involved all MRG collaborators, with the focus placed on redesigning and improving processes to assure more efficient communication with the end client. To do that, and with the objective of having the most specific and updated information about the needs of our clients, we have prepared surveys, videos, and merchandising material, etcetera.

Enerty Project

2019 has been a year of important advance in digitalisation. We have expedited our online processes, which have brought us even closer to our clients and have allowed us to provide them with greater service quality.

Within these advances, in collaboration with AGREMIA and the Logalty company, experts in digital certificates and transactions, we have started Enerty. This is a pilot digitalisation project for installation certificates, in which, from the distributor company viewpoint, MRG provides the expertise, mainly aimed at the adaptation of a traditional sector, like that of gas installations, to the new digital era.

The main beneficiaries of Enerty will be the installers and the installing companies, but also the rest of stakeholders in these processes, like distributor companies, official bodies, and commissioning companies.

This ambitious plan, which will be a reality in 2020, is based on a series of provisions like that of granting greater transparency and legal security to the process of certifying installations, by eliminating the physical document and providing an unmistakeable and reliable identification of the person signing, by standardising and adapting the certificate to the official model published the in Official State Gazette. That way, assuring correct compliance of the regulation with justifiable efficiency, and eliminating possible loss of data, ensuing immediate availability in any location 24 hours per day, 365 days per year, guaranteeing longevity of the signed documents and improving customer support by providing a copy of the certificate in real time.

Likewise, within the transversal project for continuous improvement of customer support, in MRG we have established new controls and formulas to improve the periods and support at all gas stations of the new supply points, reducing the average time in the execution of work orders up to 3.45 days while the established legal period is 42.5. In addition, the ratio for starting of new contracts has been reduced to 5.35 days.

Electronic billing and distribution

Gradually, electronic billing is displacing traditional bills in companies. Several companies, self-employed workers and, above all, large companies already have the advantages of electronic billing. A document generated by computers in electronic format, consisting of a file with content required by law of any bill replacing the physical paper document, but that maintains the legal value and can be sent from the issuer to the receiver by telematic means; in addition, it has certain characteristics that assure its authenticity and integrity.

The easy and rapid processing means considerable time-saving that can be dedicated to other more important tasks in the company. Likewise, the possibility of interaction with other applications of the system allows operating, unifying, and comparing different billing data with other normal operation data of the company, greatly reducing mistakes, because all the information is automated and standardised. With this reduction of paper, we contribute to protecting the environment, because digitalised documents represent less consumption of natural resources.

Therefore, in 2019, MRG has reached an agreement with the sales companies by which the industrial billing in this year was carried out electronically, which has allowed telemetering 3,000 customers, to obtain more real readings and improving large consumer customer processing. This has allowed expediting management and payment of bills by the sales companies, because of not having to wait for paper bills, and allowing quicker and easier client searching processes, filing, etcetera, without requiring physical space for later filing.

TAll that translates into a reduction of paper throughout 2019 of 240,000 sheets, with a savings of close to 65,000 Euros per year, and in less environmental impact, energy consumption, and CO₂ emissions.

Likewise, in our virtual office we have implanted «eBill LPG», so our LPG clients can pay their bill through the virtual office and have it quicker, in addition to being able to obtain copies without the need to request them through the phone-call platform and without any additional cost.

Until now, 5% of the 23,190 LPG users have used this new format. Today we have a total of 1,200 «eBilled» clients and we have obtained a savings of 2,000 euros per year.

On the other hand, and with the objective of increasing the volume of telemetered gas in our network and having greater control of the same, as well as anticipating the change of the proposed regulation, throughout 2019 in MRG we have intensified the use of telemeters for clients under 5 GWH/year, with tariffs 3.4 and group 2 high pressure. That way, in this year we have increased by 2,419% the telemetered clients. Specifically, we have increased from 138 telemetered clients to 3,476, maintaining the ratio of daily energy recuperation of the mentioned devices at 97.26%, with an increase of the quantity of real telemetering in the distribution of 61% regarding 2018, increasing from 1.3 to 2.1 TW. All that has allowed us to reduce fraud, decreasing the estimation part in the daily distribution and facing possible penalties for differences between daily and monthly distribution with better guarantees, as established in technical management regulations of the system.

DLikewise, and to assure the quality of the distribution and identify and resolve any discrepancies that could arise, MRG has conducted a series of internal audits that have facilitated reducing the differences between the daily and monthly distributions.

Home Operations

One of the purposes of the company, regarding home operations, is to do them rapidly and efficiently without altering the daily routine of our clients.

In MRG we have adapted our periodical inspection (PI) processes to be able to notify by e-mail, text messages, or any other digital means the compulsory PI to our clients. Also we have improved the procedures for interruption of the service in those gas installations that have not passed the compulsory periodical inspection, or in the cases in which the deficiencies detected in the gas installations during the inspection have not been corrected. Regarding the costs of the physical inspection, we have established rates that go from 30 Euros for natural gas installations to 65 Euros for LPG installations, according to the new demands of Decree 18/2019 in the Madrid Community.

Likewise, during 2019 work has been done on the monitoring and control of compliance with the PI appointments. We have managed to comply with the commitment with the client, on the agreed day and timeframe, with 99.6% of all periodical inspections.

This data in the periodical inspections is the best of the last ten years: 94.5% has been achieved in the natural campaign and 97.7% of PI conducted of programmed inspections.

We have also started the «modernise facilitate without a sign» campaign consisting of the elimination of the meter reading using the communal notice and referring clients to our virtual office. That way, the mentioned reading is transmitted via a photograph of the meter and the bothersome billing errors are avoided, which appear due to erroneous transcription of the data. Aimed at all those clients that are not found in their houses when the reading is taken by the authorised personnel, this campaign was conducted in 41% of the housing meters. The result was a 14% increase of the readings taken by authorised personnel, the doubling of readings provided by the client through the virtual office and the reduction of the NMWRR (number or meters without real reading), that has decreased from 6.5% to 4.5%.

Finally, after each of the field operations, in MRG we have conducted surveys through our website to evaluate the satisfaction of our clients to improve those aspects with which they had not been satisfied.

WhatsApp channel

WhatsApp entered our lives some time go, and, thanks to the expansion of smartphones, it has also opened way in the work environment, becoming a very useful tool. Organise, arrange appointments, rapidly sending messages, documents, images, or reports enormously facilitates the work for any of those outside of the company. In projects where people are in different geographical points, it allows them to intervene and be up-to-date with the actions and the progress immediately.

Aware of this, during the last quarter of 2019, in MRG we have implemented the WhatsApp channel, so our clients can clarify doubts or process any request related to the periodical inspections and/or readings. This initiative has made MRG the first gas distributor in Spain that makes available for its clients the most widely used channel by the users.

This new channel is offered through the decision tree to the different options published in the interactive voice responses (IVR) of the Madrileña Red de Gas call centre, something that allows optimally publishing the mentioned channel.

Over the last months of 2019, WhatsApp Channel has been an excellent way for the digital transformation of our clients, because it allows them to manage their requests, through our virtual office with a maximum degree of autonomy. Likewise, using WhatsApp Channel our clients can rapidly send the photograph of their meter and easily send information or documentation. In addition, WhatsApp is the perfect channel for easily and dynamically giving service, because each operator can transmit up to five simultaneous conversations.

This new channel makes possible that 60% of the requests obtain automatic response, thanks to the automation of answers using decision trees.

Call centre

Knowing that the channel most used by the clients is the telephone (72%), MRG established the objective of reducing the volume in processing interactions with a telephone agent. To do that, we increased the options in the IVR of the call centre, with specific alternatives according to the most common requests, and we redirected our clients from the call centre to the virtual office, where the processing options have been increased and specific IVR created. This way, the MRG clients enjoy full autonomy for the processing of the periodical inspection visits and payment of bills at LPG points. Likewise, in the second half of 2019, the evening/night (6:00 to 9:00 pm) times and Saturdays were eliminated, that way reducing the hours of telephone service. All these actions allowed us to finish the year with a reduction of the volume of calls by 37% and 32% regarding the years of 2017 and 2018, respectively.

For better client experience, another of the objectives we established for 2019 was the implementation of the new IVR, that offers the possibility of being able to confirm or rearrange the date of the visit for the periodical inspection without the need for contacting a telephone agent. Also, we have implemented a new IVR for processing the LPG bills, from where payment of these bills can be managed by connecting with the La Caixa IVR.

Virtual office and business channels

In line with this will of adapting to the new scenarios that technology brings, and with the aim of performing a total digital transformation that focusses on client experience, in MRG we are progressively implementing the use of bots (artificial intelligence software) to respond to the needs of our clients and be able to offer better services day by day.

These bots allow browsing the claims section of the MRG virtual office, through solutions, according to the request in question. The client has access to all the information needed to resolve the processes clearly and simply. In the case that the solution of the request depends on the sales company, the client is referred directly to the same. Also, other alternatives are shown through the different virtual office sections. In those cases in which a request cannot be resolved automatically, the possibility of making a claim is given by means of a form that reaches the MRG back-office to be dealt with.

The introduction of these bots in the virtual office has meant that 95% of the claims made through this channel were closed in the same day. Our objective is to reach 100% in 2020, as well as creating chat-bots that make the experience of our clients more agreeable and their interaction with the client support more rapid and simple.

On the other hand, we have automated the management and closing of the most normal types of requests on the energy sector common system (ESCS), channel connects the sales companies and the gas distributors to process the requests for information and/or claims related to the processes of their clients.

Because they are requests associated to massive processes, mainly linked to meter readings, periodical inspections, direct debit operations, billing and basic requests processed through the ESCS (new supplies, cancellations, disconnections due to lack of payment, changes of sales company, and account holders, etcetera), the objectives of this automation have been centred on optimising the response from the sales companies. The result has been the reduction of the communication periods and of the interaction volumes to be resolved by the MRG back-office, which has allowed us to free resources and dedicate them to other things.

This has also made possible that in 2019, 100% of the rebilling requests have been automated, if the meter reading is provided, as well as 50% of the ATR/tariff contracts, 40% of the non-conformities with the billed reading and 20% of the new activations for a new supply.

In addition, thanks to the implantation of a common action protocol for all MRG business units that establishes the steps, filters, and processes necessary for meeting the objectives marked for 2019, our business units have managed to process 95% of the requests received during the same day in the back-office of the different departments. This is something we feel satisfied with because client experience has improved, as well as the assessment that the mentioned clients give of our company.

Likewise, a daily follow-up of all the requests registered in the systems has been established so verification can be made of when they are closed, if it is same day or the next day. Thanks to that, we have been able to analyse those values and processes where non-compliances have occurred and we have improved them.

The implementation of the virtual office is worth mentioning for the acquisition and personalised service of new supply points in the expansion area. Madrileña Red de Gas has developed a direct channel with the end user, who we guide and accompany in the entire online contracting process. Since its implementation in the last four months of 2019, 20% of the gross growth of supply points we have put into service was managed through this new channel.

DARwin Project

At the beginning of 2019, we launched the DARwin Project, with the purpose of evolving our culture and our systems and processes towards a total digital transformation that places the client at the centre of our strategy.

Under the DARwin framework, in MRG we have launched a series of innovative initiatives in the client experience field: the new website and the client service website, the new communication channels, like text messages, email, and WhatsApp, robotization and automation of processes, availability of online checking and changing appointments, real time managing of work orders, availability of electronic billing, or the new system for servicing emergencies. This new project has been possible thanks to the collaboration among work groups with mixed business teams, systems and developers, also to the implementation of agile methodologies, to the presentation of progress and of the achievements in face-to-face sessions, the sending of newsletters and the creation of meetings with top level companies, like BBVA and Amazon.

DARwin is the engine to reduce to 1% the number of claims from all the clients and improve the resolution period to one day.

Within the different initiatives included in DARwin, a virtual office is projected to which, in addition to changing its design to a more functional and modern one, it was given functions that allow our clients to have all the information to process with greater independence their requests and avoid long waiting periods.

Thanks to DARwin, users who still do not have gas in the house can very easily process a new account: only having to introduce the address of the supply point and complete a questionnaire with personal data. From its start, this new option for the user has seen more than 2,000 new requests for supply in only six months.

Mid-March 2019, we introduced in the new virtual office the self-appointment service, which has been received very well. Now our clients not only can request, change, modify, or cancel an appointment, but also, in the case of there not being a date available on the agenda, request a demand for action so our extended company can process it in the least time possible. Like in the call centre, the Madrileña Red de Gas extended company has access to this function and can interact with the client online to expedite the processing. This new self-appointment service has favoured the modification of more than 1,700 appointments.

Currently, growth of the number of registries in the MRG virtual office has been exponential: from 10,000 users registered in 2018 we have increased to more than 80,000 currently registered.

«Real time» is another DARwin initiative. To obtain greater satisfaction of our clients we need to establish a relationship through «fluid conversation», in which we inform them of the status of their processes. This also allows us to notify them in advance of our interventions. By making any process from the virtual office, the systems we work with are all updated at the same time and in real time, this way our clients immediately know the status of their requests, as well as the information related to the same. If a client creates a work order, a notification will be received automatically through email and/or a text message. In the case of any change being produced in the client data, in the supply point status, etcetera, this will be immediately replicated in all the systems where that order exists.

Likewise, any order which is notified to a field operator reaches our online systems and the client can see it in real time. If an order is cancelled by the client, or by any open process, the change is notified to all the systems and the process is shown so that date can be used by other clients. On the other hand, the changes and the notifications to clients, or the live planning of our extended company operators can be seen online by the administration of our systems. Also, the distance to the supply point from which a work order is reported can be seen, and that way facilitate the work of our extended company.

Systems Architecture

Everyone knows that Amazon Web Services (AWS) is the worldwide leader in public cloud infrastructure, especially for SAP environments, guaranteeing availability of the service at 99.99% Therefore, and because it also offers a model for payment by use and the facility for growth, evolution and agility that MRG requires to approach projects in the short term, halfway through 2018 we decided to migrate our infrastructure to the AWS public cloud. This meant an ambitious plan in scope and timeframes to have in AWS all the MRG applications (production and development environments, excepting the SCADA) with a minimum impact on business operations.

The project was completed within the expected period of three months, which allowed us start 2019 with all our systems in AWS, after the migration of more than 50 applications, and assuring communication and security. All that has allowed the company to optimise infrastructure costs, redesign the architecture of some of our applications to improve their performance and availability, and propose new initiatives with solutions provided by AWS regarding the internet of things, machine learning, and big data.

Network

Form the MRG control centre we maintain constant coordination, supervision, and control, of all our equipment. This requires qualified personnel and flexible means in permanent evolution to allow us to maintain the surveillance and control of our networks, as well as supporting the workloads required by any structural or technological change. We can proactively, efficiently, and securely process for our users, the services offered and with a comprehensive and global perspective.

Improvements in the network analysis simulation system, applying the new availabilities of the information systems incorporated by the company in 2019, has allowed us to obtain precision analysis adapted to the reality of our distribution network behaviour.

Thanks to that, we have increased the network points, improving the management in those potentially vulnerable areas, and we have continued maintaining strict control of the distribution network to monitor possible deviations that could arise in the field of losses. Likewise, this has allowed us to commence the project of replacing osbsolete communications of our telecontrol systems, adapting them to new technologies.

On the other hand, MRG is immerse in the mobility project to optimise works and resources and in the maintenance of the telecontrol system and in adapting cartographic areas to official cartography.

Another year, we can highlight the optimal management of recharging our satellite plants, with the result of zero failures in the supply to associated towns.

Regarding management of emergencies, we maintain maximum efficiency, speed of deployment, support and maintenance facilities required by each element of our control centre.

In year 2019, the modernisation of the system for servicing emergencies has allowed us to improve coordination with the rest of company systems. Proof of that is the implementation of the mobility programme to deal with emergencies on the field, which includes optimisation and improvement of flows of information between the control centre and field operations.

Started in 2019, applying the synergies of activities of the MRG intervention teams and the emergency services company, the field checking campaign of all the vectors participating in the LPG supply service have managed to improve the quality of information from both clients and receiving installations like the cartography information and the detection of incidents in the metering equipment, avoiding risks in personal security and improving quality of the reading.

During this year, the number of actions of our personnel attending to emergencies has increased both in dealing with requests and in programmed preventive maintenance operations.

Likewise, in MRG we continue maintaining ratios for attention to request of maximum priority below than 30 minutes average. For the tenth consecutive year, the number of serious accidents related to the distribution activity is zero.

DLikewise, MRG has closed 2019 with a level of success of 95% in the processing of claims for damage produced in our networks by external agents, and the emergency coordination team has distributed the deliveries outside of the normal working hours without incidents or penalisations.

Regarding the preventive maintenance activity, in MRG we have carried out 100% of the plan established by current legislation and the internal company regulation on the 6,138 km of network, including the auxiliary installations, the five satellite LPG plants and the 258 existing LPG plants, performing for that more than 22,000 programmed actions.

Regarding the regulation systems, the correct operation of the different pressures has been managed, that way guaranteeing adequate supply to all our clients. The biannual regulatory surveillance of the gas network and the leak tests control has been performed on the 3,158 km of the gas network (more than 7,500 valves and more than 2,000 cleaning and painting actions of the network elements, as well as revising the more than 2,000 cathodic protection units ensuring steel networks).

In the action framework of renovation of the materials installed in the 1970s decade, MRG has renovated the meshes and performed the necessary corrective actions to maintain optimal safety conditions and guarantee in the supply of the natural gas and LPG networks. Materials like steel, castings, or copper have been replaced by polyethylene tubing.

An important aspect of the maintenance work in 2019 was the coordination with 21 Madrid Community councils for the correct dismantling of 130 LPG plants. This operation has required the emptying, burning, and making 194 tanks inert. 200 road trips have been made to transport the gas to other MRG plants. The waste obtained by the decommissioning and transport to the waste treatment plants created by the Madrid Community has been transported always respecting the regulation and the MRG commitment with the environment, without interfering in the normal dynamics of users and neighbours.

Other outstanding aspects are the adaptation of safety systems for the detection and disconnection of gas for the gasification rooms of 27 LPG plants. Also, the performing of 2,086 road trips of LPG cisterns that have guaranteed the daily supply to the more than 22,000 clients that use this type of gas (a volume of more than 17,000,000 kg of LPG supplied in the year).

To comply with our commitment to the environment without ceasing to offer an even more efficient service, in 2019 the mobility management project was started in the maintenance area, with the objective of totally eliminating paper in the daily field work and reaching the full automation of these processes.