2020 Sustainability Report 2020 |Commitment and technology serving our clients | 133 Aqualia's commitment to its clients leads the company to Digitaltransformation in Aqualia was designed with constantly seek innovative solutions that make life easier the main aim of providing the best service for the for allits users.This was experienced with particular company's clients and technicians. To do this, it was intensity during the difficult times faced in 2020 due to developed around four pillars: Integrated solutions for the outbreak of COVID-19. In respose, Aquala made gobal efficency, omchannel patfor s to impove different actions and protocols available to all clients, customer service, mobility solutions for technicians and using the channels available to them, to guarantee artificial intelligence serving employees and clients with excellence in the treatment and care provided. the help of big data. Quality of service Aqualia LIVE: technologies serving people The value of technologies in Aqualia is understood to the extent that they create value for clients. That is why the new Aqualia LIVE technology platform was created for the global digitalisation of the end-to-end water cycle using the latest technologies for efficient water management and providing better service to citizens. The main features are: Technological Mobility Modularised Adaptability Proven suitability solution experience • Choosing the • Solutions designed • Global • I t is adapted to • I t covers all best technology for efficient field management the specific needs processes in all the applicable management, with through specialised of Aqualia's services provided to water user experiences modules, services, by Aqualia in management. focussed on technical integrated generating different countries personnel. to provide efficiency in each and provides • I t enables citizens a global vision. individual case. a solution for to understand clients, citizens and and manage their workers. information in real time from any device, smartphone, tablet, 100% computer, etc. processes covered Aqualia LIVE covers 100% of the processes for all services provided by Aqualia, in all countries and providing solutions for clients and employees.