total yield
of the stock
compared to
its 2003 price
euro cent
per share
million euro
of added value distributed
to local stakeholders

Managing sustainability

In order to ensure that social responsibility and sustainability are an integral part of corporate planning and management, in May 2005, the Board of Directors of Hera Spa set up a Corporate Social Responsibility organisation unit, reporting to the Managing Director, which has been a division since 2010. The Csr Division is in charge of defining and proposing corporate guidelines concerning corporate social responsibility; overseeing the balanced scorecard system; reporting on sustainability; proposing and managing social responsibility projects; delivering new local stakeholder engagement projects on sustainability. The Csr Division also ensures the periodic updating of the Group’s Code of Ethics.

The Corporate Social Responsibility (CSR) unit is present in AcegasApsAmga; it reports to the Executive Director and ties in with the General Manager, and is responsible for co-ordinating, supplementing and applying – in the geographic and corporate context managed – the company guidelines relating to corporate social responsibility, as well as the policies regarding reporting and accountability on sustainability and ensuring the drafting of specific reports and KPIs regarding sustainability and CSR, ensuring information for top management on the trend of the pertinent aspects.

Code of Ethics

The Code of Ethics is the document that contains and clearly explains the commitments and ethical responsibilities to be implemented by the managers, the workforce and collaborators of all Group companies for the achievement of corporate objectives. Hera’s Code of Ethics provides guidance for Group management according to the principles of responsibility, a fair and correct approach to professional activities, quality and economic efficiency with respect to relations inside and outside the Group. Starting from 2006, supplier qualification is subject to acceptance of the Code of Ethics: furthermore, the supply contracts drawn up by the Group include termination clauses linked to the failure of suppliers to comply with the principles of the code of ethics.

In 2016, the third updating of the Code of Ethics was carried out (after the previous updates in 2010 and 2013) by using a participatory process that involved the workforce and trade unions with a view to defining criteria of conduct that were shared as much as possible within the Group. The fourth edition of the Code of Ethics was approved by Hera Spa’s Board of Directors on 15 February 2017.

The Corporate Social Responsibility and Code of Ethics in day-to-day management seminars also continued in 2017, involving 24 individuals with the aim of explaining the importance of the ethical aspects in the day-to-day activities.

The SA8000 Quality, Safety, Environmental and Social Responsibility management system

With regard to the Hera Group, 2017 was characterised by the changeover of the certification to the new versions of the quality, environment and social responsibility standards.

The Hera Group in fact confirmed the effectiveness of its integrated management system, launching the development in accordance with the principles introduced in the 2015 revisions of the ISO 9001 and ISO 14001 standards. The latter besides consolidating the overview by processes and the PDCA (Plan, Do, Check, Act) approach, pay particular attention to the context and the identification and assessment of risks and opportunities which influence the achievement of the objectives of the organisation (Risk Based Thinking).

Among the leading results attained during 2017:

  • the achievement of the conversions of the certificates of Hera Spa, Inrete Distribuzione Energia, Heratech, AcegasApsAmga Hera Comm and Uniflotte in compliance with the new ISO 9001:2015 and ISO 14001:2015 standards;
  • the maintenance of the integrated quality, safety and environmental management system certifications of Hera Spa and of almost all Group companies, including: Inrete Distribuzione Energia, AcegasApsAmga, Herambiente, Herambiente Servizi Industriali, Acantho, Hera Comm, Hera Luce, Hera Servizi Energia and Uniflotte;
  • the achievement and maintenance of the certification of the integrated quality, safety and environmental management system of HERAtech, a Group company which represents – as from 1 January 2017 further to the conferral of the corresponding business segment of Hera Spa – the hub for the provision of transversal technical services to the entire Hera Group (work on account for customers for all the network services, design and construction of plants and networks, Remote-control, technical call centres and analysis laboratories);
  • the maintenance of the ISO 14001 certification and EMAS registration for the Imola Casalegno cogeneration plant;
  • the achievement by AcegasApsAmga of the Social Responsibility certification. The SA8000 management system was implemented in the 1st half of 2017 with the publication of the SA8000 Policy, the establishment of the Social Performance Team (SPT) made up of both AcegasApsAmga and Sinergie (now AcegasApsAmga Servizi Energetici Spa), representatives, and the drafting of a number of fundamental procedures. The certification process was concluded in November with the audit carried out by DNV;
  • the maintenance of the SA8000 social certification, attestation of ethical and social conformity of the processes managed and provided by Hera Spa and Hera Luce at the same time as the conversion of the certificates according to the new SA 8000:2014 standard;
  • the renewal of the ISO 50001 certification for the energy management system of Hera Spa, Hera Servizi Energia and Hera Luce and maintenance of the certification of Inrete Distribuzione Energia and AcegasApsAmga;
  • the maintenance of the certification according to UNI CEI 11352 standard, designed for companies providing energy services (Esco), for Hera SpA and renewal of said certification for Hera Luce and Hera Servizi Energia.

With a view to the changeover of the quality and environmental certification to the new versions of the standard, greater involvement of Senior Management and the Central Divisions was necessary, bearing witness to the commitment and the action put in place within a Risk Based Thinking logic.

The same review model is being redefined, with the aim of achieving a Group document. In this phase, AcegasApsAmga introduced a new method of carrying out the review of the Division, structured by certification layout during the monthly business review meetings.

Hera’s commitment to quality, safety, environment and social responsibility

Quality management systems establish the requirements that are necessary in an organisation to improve corporate processes in order to increase the satisfaction of final customers, who receive the end benefits of Hera’s services. The high diffusion of the Group’s certified management systems is shown in the following table.

Certification Hera AcegasApsAmga Marche Multiservizi Group
No. of companies % of employees No. of companies % of employees No. of companies % of employees No. of companies % of employees
ISO 9001 17 98% 3 94% 2 100% 21 97%
ISO 14001 14 87% 2 87% 1 91% 17 89%
OHSAS 18001 13 82% 2 93% 1 91% 16 86%
ISO 50001 5 64% 2 87% 1 91% 8 71%
SA 8000 2 46% 2 87% 0 0% 4 52%

Almost 100% of the total waste disposed of in Group plants was disposed of in ISO 140001 certified disposal plants.

In 2017, 76% of the total waste disposed of in Group plants was disposed of in EMAS (40) certified disposal plants.

Waste disposed in plants with EMAS registration (percentage of the total waste disposed of in Group plants and the total waste disposed of in thousands of metric tonnes)

Plants with preliminary activities underway at Ispra and the Ecolabel and Ecoaudit Committee were also considered

Herambiente achieved its plant-related scope that it had set itself with the EMAS project: all of the Group’s main and strategic plants have been registered. The new objectives therefore maintain the number of EMAS registrations and implement any registrations for new plants that will be developed and for the major plants that will become a part of Herambiente as a result of corporate acquisitions.