6,502
people hired
thanks to the induced employment
generated by Hera in 2017
78
million euro
Investments in innovation and
digitalization. 13 projects in smart city,
circular economy and 4.0 utilities
75%
of reused soil
in projects implemented in 2016
and 2017

The objectives and the results

The objectives and the results
What we said we would do What we have done Scope
• Continue the activities related to the regional protocol on school-work experience: 180 internships by 2019 • In 2017, the Hera Group continued to provide structured work-school alternation paths, starting 80 courses. A total of 140 paths were activated at the end of 2017. ER
• Continue to envisage also in 2017 the social clause to guarantee employment in the contracts for emergency services on networks and services relating to customer handling (excluding the cases of insourcing). • We included the clause in 21 of our most significant tenders in 2017. ER T M
• Continue to promote electronic billing (18% of contracts used electronic billing in 2017 and 23% in 2020) also encouraged by a new, dedicated campaign. • 20% of customers are now billed electronically. We launched a new dedicated campaign (Digi e Lode) to support digitalization of schools in the area ER
• Provide a multi-service app for customers, with functions similar to those of our online services. • In 2017, we launched MyHera, the new multi-service app for residential customers, which includes all the features available as online services. ER
• Improve the customer experience for our customers:
– further improve online services and increase enrolled customers to 19% in 2017.
• Improve the customer experience for our customers:
– customers enrolled for online services increased to 19% in 2017.
ER
• Improve the customer experience for our customers:
– complete the “Nuovo linguaggio” project for customers
• Improve the customer experience for our customers:
– during 2017, we completed the design of the “Nuovo linguaggio” project, that involved all the front end structures.
ER
• Improve the customer experience for our customers:
– simplify procedures used to accept estimates and subscribe to contracts, by applying digitalization
• Improve the customer experience for our customers:
– at the end of 2017, the Ravenna and Ferrara branch offices started offering digitally signing for contracts, using tablets. We plan to extend the feature to all branch offices during 2018.
ER
• Improve the customer experience for our customers:
– send SMS reminders to customers for their technical service appointments
• Improve the customer experience for our customers:
– in the second half of 2017, the SMS sending function was implemented, which reminds customers of the appointment.
ER
• Improve the customer experience for our customers:
– extend online services to AcegasApsAmga
• Improve the customer experience for our customers:
– during 2017, we extended online services to AcegasApsAmga.
T
• Continue to involve the workforce through Heureka: stimulate innovative ideas in two new areas in 2017. • During 2017, workers were involved in three areas (brand communication, energy efficiency and circular economy) through the Heureka tool, and they proposed 79 ideas. ER T M
• Extend the protocol that prevents service disconnections for customers assisted by social services to even more municipalities. • 85 agreements (up from 63 in 2016) with municipalities to prevent service disconnections for customers experiencing financial hardship. ER
• Update and distribute the SOStegno Hera guide to tariff concessions in the Triveneto and Marche regions. • Extension of the SOStegno Hera guide to tariff concessions in the Triveneto and Marche regions slipped to 2018. T M
• District heating: increase the volume served (+2% compared to 2016) and the share of energy produced from renewable sources and by recovery, by 16% compared to 2016. • District heating:
– the volume served increased by 2.7% compared to 2016;
– the share of energy produced from renewable sources and by recovery increased by 6.2%, compared to 2016.
ER
• Continue to encourage the purchase of vehicles with low environmental impact (23% in 2020) also by adding the first dual-fuel/electrical vehicles to AcegasApsAmga’s fleet • The percentage of vehicles with a low environmental impact purchased in 2018 was 22.1%. 8 natural gas-powered vehicles were added to the fleet of AcegasApsAmga. ER T M
• Continue to implement the installation plan for electronic gas meters: to 19% meters installed at end 2017 and 48% in 2020. • In 2017, 22% of the gas meters installed were electronic ER T M

 

What we will do Scope*
• Continue with the activities of the regional protocol on work-school alternation paths: offer a further 40 internships in 2018 to reach 180 internships by 2019 ER
• Continue to envisage the social clause to guarantee employment in the contracts for emergency services on networks and services relating to customer handling (excluding insourcing cases). ER T M
• Continue to implement the installation plan for electronic gas meters: to 30% electronic meters installed at end 2018 and 57% in 2021. ER T M
• Continue to promote electronic billing (22% of contracts used electronic billing in 2018 and 31% in 2021) also by continuing the DigieLode campaign on digitalization in local schools. ER
• Improve the customer experience for our customers:
– increase customers enrolled for online services to 20% in 2018 and to 24% in 2021.
ER
• Continue the implementation of business intelligence/data analytics projects to:
– optimize the scheduled gas leak detection work, and the operation and maintenance of gas networks;
– optimize waste collection routes, also based on the filling level of bins/containers;
– optimize the management of treatment plants (energy consumption and performance) by developing predictive logic.
• Continue to involve the workforce using Heureka: stimulate innovative ideas in three new areas in 2018. Start feasibility for selected employee initiatives. ER T M
• Improve the customer experience: develop tracking services on the main practices, to inform customers about the progress of their requests and alert services, i.e. reminders that can be set by customer’s choice. ER
• Improve the customer experience for our customers:
– simplify procedures used to accept estimates and subscribe to contracts, by applying digitalization: extend the simplified procedure to all branch offices by 2018
ER
• Continue/start new innovative projects in the circular economy and to improve handling of treatment sludge.
• Promote awareness of tariff concessions in the territories of Triveneto and Marche T M
• Supplier selection: continue to reward social commitment in the Sustainability Points, also through the inclusion of disadvantaged personnel, in particular in the management of waste management services. ER T M
• Extend the protocol that prevents service disconnections for customers assisted by social services to even more municipalities. Maintain a rate of avoided disconnections at 80% of the total. ER
• Land consumption: 725 thousand m2 of land reused between 2018 and 2021 to design infrastructure (2/3 of the total land involved in new projects). ER
• District heating: increase the volume served (+1% compared to 2017) and the share of energy produced from renewable sources and by recovery, by +5% compared to 2017 to the benefit of air quality in the cities served. Start the project to increase the use of geothermal energy in Ferrara. ER
• Continue to encourage the purchase of vehicles with low environmental impact (29% in 2021) ER T M

* ER: Emilia-Romagna; T: Triveneto; M: Marche