Hera Group - Holding Energia Risorse Ambiente
 
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    Hera Group - Holding Energia Risorse Ambiente
    Group ITALIANO
    • Home page
    • 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
    Hera on Demand
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    About us

    Hera is the Italian multi-utility that improves every day, with regard to the environment, the quality of its waste management, water and energy services through strong links in the area in which it operates and the capacity for innovation

    • further information

    Head Office Address
    Viale Carlo Berti Pichat nr. 2/4
    40127 Bologna
    phone +39 051 287111
    fax +39 051 287525

    Paid-up Share Capital
    € 1,489,538,745
    Revenue Code/VAT and
    Bologna Registry of Companies
    nr. 04245520376

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    Hera Group - Holding Energia Risorse Ambiente