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Sustainability, strategy and shared value
A year of sustainable development
About us
Services provided
Mission and values
Sustainability for the Hera Group
Hera’s approach to sustainability
Integrating sustainability into the strategy
Our commitment to sustainability in the national and international networks
2030 UN goals for sustainable development and Hera projects
The balanced scorecard of the Hera Group
Sustainability KPIs
Shared value
Our approach to shared value
Hera’s approach to CSR: confirmations and new ideas
How we identified the “calls to action”
The relationship between CSR and CSV according to Hera
What shared value and prospects mean to Hera
EBITDA from “shared value”
“Shared value” EBITDA growth 2017-21
“Shared value” investments
Shared value
Smart use of energy
The objectives and the results
Promotion of energy efficiency
Primary energy consumption of the Hera Group
Energy efficiency in the Hera Group
Energy efficiency in public lighting
Energy efficiency services for the Public Administration, condominiums and companies
Energy saving commercial offers
Spreading renewable energy
Electricity and thermal energy production plants from renewable sources
The production of electricity and thermal energy
Net electricity generated
Thermal energy produced
Total energy produced
The performance of the projects financed with Green Bonds
Renewable energy commercial offers
Reduction of greenhouse gas emissions
The commitment to reduce our greenhouse gas emissions
The commitment to reduce our customers’ carbon footprint
Case study
Promotion of energy efficiency
Spreading renewable energy
Reduction of greenhouse gas emissions
Efficient use of resources
The objectives and the results
Transition to a circular economy
The results of Hera’s integrated waste management system
Separate waste collection
Separate collection centres
Smaller separate waste collection categories
The collection of bulky waste
The waste prevention initiatives
Disposal of municipal waste in Italy and Europe and comparison with Hera
Equipment to support the circular economy
The recovery of material and energy in Herambiente’s sorting plants
Aliplast’s integrated system
Recovery of industrial waste with Hasi and Waste Recycling
Main waste treatment plant expansion measures
Environmental impact assessments presented during the year
Recovery plant qualification for Hera’s waste-to-energy plants
The “Sblocca Italia” Decree and the new legislation on waste disposal
Special waste: similar-to-municipal waste, hazardous and non-hazardous
The special waste supply chain at Hera
Total waste treated by the Group
The circular approach within the Hera Group
Sustainable management of water resources
Water supply sources
Actions for drought risk prevention
Non-revenue water
Non-invoiced water in the main Italian utilities
Water consumption within the Group and water reuse
Wastewater treatment quality
The main works to expand treatment plants
Percentage of analyses on outgoing treatment plant water compliant with regulations
Compliance work for the sewerage-treatment system (% of urban areas >2000 PE achieved compliance with regulations)
Constructed wetlands
Case Study
Transition towards a circular economy
Sustainable management of water resources
Innovation and contribution to development
The objectives and the results
Development of occupation and new expertise
Hera’s contribution to employment development
Employment in the Hera Group
Lead-on employment
Further action for social responsibility in tenders
Sustainability among the “new skills” of young people: Hera Group’s contribution
Spreading innovation and digitalization
Innovation in the Hera Group
Innovation for the Hera Group
Action areas
Investments in innovation and digitalization
Internal digitalization
Digitalization for our customers
The online services
Economic development and social inclusion
The economic value for the local area
Effects on areas served
Sponsorships and donations
The investments
The environmental investments
Hera’s contribution to social inclusion
The tariffs for families facing financial and physical hardship
Hera’s initiatives to support users facing financial hardship
Job placement under supply contracts with social cooperatives
Protected recruitment categories among Hera’s workforce
Air and soil protection
Atmospheric emissions generated by waste-to-energy plants
District heating: a response to safeguarding air quality
Cogeneration for district heating
Atmospheric emissions generated by district heating
Emissions of the Imola cogeneration plant
Corporate vehicle fleet and transportation management
Hera for electric transportation
Hera for land protection
Case study
Development of occupation and new expertise
Spreading innovation and digitalization
Economic development and social inclusion
Air and soil protection
The bases and the organizational levers
Governance and creation of value
The objectives and the results
Sustainability and risk management
Corporate governance
Risk management
Managing sustainability
Economic value for the stakeholders
Shareholders and Financial Institutions
Hera’s commitment toward the investors
Complete transparency with the shareholders and the financial market on the creation of value
The commitment to reduce the investment risk
Corporate Governance and safeguards for shareholders
The composition of the shareholding structure
The Green Bond
Dialogue with our stakeholders
Dialogue and consultation initiatives
Customer satisfaction survey
The methodology used for the customer satisfaction survey
Other customer dialogue initiatives
The internal climate survey and other dialogue initiatives
The methodology used for the employee satisfaction survey
Other dialogue and consultation initiatives with the workforce
Internal communication
Recreational associations
Relationship with the local community
More dialogue and feedback with HeraLAB
Communication
Media relations
Associations of which Hera is a member
Pending legal proceedings
Relationships with the Public Administration
Integrity in relationships with the Public Administration
Relations with Local Authorities
Relations with regulatory and supervisory authorities
The relationship with the Area Authority for water and waste services
The relationship with the Italian regulatory and supervisory authorities
Separation between the regulated activities and the deregulated activities in electricity and gas services
Litigation
Quality, cost and safety of customer services
The objectives and the results
Our customers
The commercial policies
Hera Comm’s sales network and commercial conduct
The cost of our services
The costs of Hera’s services for an average customer (real consumption)
The costs of Hera’s services for an average customer (constant consumption)
Comparison between variation of bills from 2006 to 2017 and inflation (annual average increase, CAGR)
The gas bill
The electricity bill
The water service bill
The expense for waste collection and disposal
The district heating bill
The quality of our service
Initiatives for improving the quality of readings
Initiatives for improving billing quality
Quality of drinking water
Service safety and continuity
Safety and continuity of the electricity service
Gas distribution service safety and continuity
The technical call centre
Safety downstream of the meter
The continuity of the water service
Customer relations
The call centre
The branch offices
Complaint management
Conciliation
Disputes with customers
The security of information and the protection of personal data
Case study
People
The objectives and the results
Workforce
Diversity and welfare
Training and professional development
Main training initiatives
The Scuola dei Mestieri (School of Trades) and its progress
The leadership model
Agreements with universities, business schools and research centres
Health and Safety
Occupational safety in the main Italian utility companies
Remuneration and incentives
Bonus system related to short-variable remuneration
Pension funds
Industrial relations
Case study
Suppliers
The objectives and the results
Our suppliers
Raw material supplies
The qualification, selection and assessment of suppliers
The Vendor Management system
Suppliers: breakdown by type of certification
Supplier assessment and checking
Tenders for contracts awarded on the basis of the most economically advantageous bid approach
Contract management
Supplier relations
Case study
Methodological guide to the Report
Reporting scope and period
Reporting standards
Structure of the document
Reporting actions
Definition of contents
The Management Review Committee and the work group
Assurance
Compliance with Italian Leg. Decree 254/16
GRI contents reference table
Annexes
What we will do… 2030 UN Agenda targets
Level of fulfilment of commercial quality standards according to service
Detail of investments financed with the Green Bond
Glossary
2
Smart use of energy
2.0
million tons of greenhouse gases
607
GWh
of renewable energy produced,
equivalent to the consumption
of 190 thousand families
-16%
in the carbon footprint of energy
production compared to 2015,
aiming at -22% by 2021
3.6%
energy consumption
compared to 2013, aiming
at -4.6% with projects already
in the works
100%
renewable energy
to supply power to activities managed
by Hera Spa, AcegasApsAmga and
Marche Multiservizi
Biomethane project
to supply power to activities managed
by Hera Spa, AcegasApsAmga and
beginning of works on the biorefinery
in Sant’Agata Bolognese
9%
of customers
chose the offer Pacchetto Natura
based on energy deriving from 100%
renewable sources
6
energy efficiency projects
involving local companies were
presented to GSE for white
certificates
Welcome Hera, Hera ContaWatt, Hera Led and Led Business
4 new offers to help customers
reduce their consumption
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