329
million euro
of Ebitda generated by shared value
activities, 1/3 of total Ebitda
(+10% compared to 2016)
200
million euro
for shared value investments,
41% of total investments
70/100
customer satisfaction
The annual customer satisfaction
survey confirms the quality of Group
services
Economic Responsibility
2005 2015 2016 2017
Value added (in millions of Euro) 722.1 1,412.8 1,454.1 1,480.7
 Shared value EBITDA (%) of total 33% 33%
Shared value EBITDA (millions of Euro) of total 300 329
Net total investments (in millions of €) 346.9 335.0 373.3 440.0
ROI (Operating Income/Net Capital Employed) 8.8% 8.6% 8.9% 9.2%
EBITDA per open ended contract employee (thousands of €) 65.4 105.0 109.5 113.4
Total return for shareholders since listing (%) 94.2% 171.7% 158.5% 225.0%

 

Social Responsibility
2005 2015 2016 2017
Open-ended contract employees (average annual % of total workforce) 95.5% 96.9% 97.0% 96.8%
Training hours (average, per capita) 18.5 31.4 29.3 28.6
Workforce attending at least one training course (%) 82.2% 99.3% 98.1% 97.0%
Accident frequency index (number of accidents/hours worked x 1,000,000) 49.6 20.6 17.8 17.1
Internal climate index (score 0-100) 50 63 64
Index of customer satisfaction for residential customers (score 0-100) 67 70* 70* 70*
Compliance with AEEGSI and Service Charter quality standards (gas. electricity, integrated water service, district heating) 94.7% 99.6% 99.8% 99.8%
Emergency gas services: percentage of calls with intervention within 60 minutes 94.7% 97.7% 97.5% 96.2%
Average call centre response time for residential customers (seconds, with the exclusion of IVR) 70.2 38 40 34
Average branch operator waiting time (minutes) 26.9 11.9 12.3 10.6
Value of supplies from local suppliers (% of total) 62%** 68% 69% 66%
Adjudications adopting the economically most advantageous bid method (% of total) 24 26 25
Number environmental education programme students 33,505 78,127 96,034 99,482

 

Environmental responsibility
2005 2015 2016 2017
Portion of energy produced from renewable sources (incl. waste-to-energy at 51%) 25.2% 32.5% 31.3% 30.3%
Portion of energy produced from renewable sources (incl. waste-to-energy at 51%) and cogeneration 50.8% 67.8% 68.7% 67.5%
Waste-to-energy plant emission levels vs. regulations (real concentrations/regulations: optimal value <100%) 22.4% 14.9% 14.1% 14.4%
Quality of treated water vs. regulations (real concentrations/regulations: optimal value <100%) 43.7% 42.1% 39.0%
Intensity index of greenhouse gas emissions (kg/MWh)) 628 567 527
Non-invoiced water (physical and administrative losses from the domestic water system): cm/km of network/day 10.3 10.3
Separate waste collection 28.9% 55.4% 56.6% 57.7%
Kilos of separate waste collection per capita 199 356 367 378
Portion of urban waste collected for disposal via landfill (% total collected solid waste) 37.3%** 8.6% 7.6% 7.0%
Vehicles using low environmental impact fuels (methane, LPG, electric powered) (% of total) 9.2% 20.1% 21.0% 22.1%

Including AcegasApsAmga since 2013 except as expressly stated
*Excluding Marche Multisevizi
**2007 data