Since its establishment, Hera has been investing resources in improving main KPIs. That led the Group to achieve good financial results.
Hera business plan sets targets for all these KPIs.
This documents comes from a Bottom-Up process renewed every year, which defines the Group business plan. Targets are analytically established in the Balanced Scorecard System for every year, extended to all senior and middle managers.
The plan previews to almost double "green" power generation and to reach European best practice in waste management (urban waste).
2005-2011 Sustainability targets (23 kb - XLS)
| Key Performance Indicators | 2011 | 2010 | 2009 |
|---|---|---|---|
| Economic responsibility | |||
| Value added (in millions of €) | 1,042.6 | 1,010.4 | 977.4 |
| Total investments (in millions of €) | 324.9 | 353.9 | 429.3 |
| ROI (Operating Income/Net Capital Employed) | 8.7% | 8.5% | 8.1% |
| EBITDA per open ended contract employee (thousands of €) | 99.4 | 93.6 | 87.5 |
| Total return for shareholders since listing (%) | 42.3% | 72.1% | 70.0% |
| Social responsibility | |||
| Open-ended contract employees (average annual % of total workforce) | 96.2% | 95.8% | 95.0% |
| Hours of training per capita | 28.1 | 23 | 23 |
| Accident frequency index (number of accidents/hours worked x 1,000,000) | 23.4 | 29.6 | 32.6 |
| Internal climate index (score 0-100) | 64 | - | 58 |
| Index of customer satisfaction for residential customers (score 0-100) | 70 | 69 | 69 |
| Compliance with quality standards (gas, electricity, integrated water service, district heating) | 98.8% | 98.6% | 97.6% |
| Emergency gas services: percentage of calls with intervention within 60 minutes | 98.9% | 97.8% | 96.8% |
| Average call centre response time for residential customers (seconds) | 37.4 | 33.8 | 33.2 |
| Average branch operator waiting time (minutes) | 10.5 | 14.5 | 14.6 |
| Environmental responsibility | |||
| Portion of energy produced from renewable sources (incl. waste-to-energy at 51%) | 71.3% | 67.8% | 63.1% |
| Compliance with the Kyoto Protocol (real emissions/authorised emissions) | 56% | 57% | 89% |
| Non-invoiced water (physical and administrative losses from the civil aqueduct): mc/km of network/day | - | - | 7.87 |
| Sorted waste collection | 50.5% | 47.8% | 44.8% |
Page updated 20 April 2012
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no. 04245520376
