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Key indicators

 
2002
2017
5
2013
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DataEuro - Responsabilità economica
2013
2014
2015
2016
2017
commento
Total operating investments (mln euro)

From 2003 to 2015 Hera total investments accounts for 4.5 billion euro, on average 321 million a year. Area of investment are mainly waste management (81 million a year) and water cycle (95 million a year)

2013
312.6
2014
346.1
2015
345.9
2016
386.1
2017
440.0
commento
Investments in integrated water cycle area (mln euro)

From 2003 to 2014 investments in integrated water cycle exceed 1 billion euro.

2013
105.8
2014
114.8
2015
127.2
2016
131.8
2017
156.5
commento
Investments in waste management area (mln euro)

From 2003 to 2014 investments in waste management exceed 1billion euro, the peak is reached in the period 2005-2009 because of the revamping of waste to energy plants.

2013
51.2
2014
47.9
2015
35.2
2016
50.7
2017
67.2
tabella
Value added
2013
1,354.8
2014
1,387.2
2015
1,412.8
2016
1,454.1
2017
1,480.7
tabella
Value added distributed to stakeholder in the area where the Group operate (mln euro)
2013
1,048.4
2014
1,085.5
2015
1,121.7
2016
1,169.5
2017
1,247.5
tabella
MOL (million)
2013
810
2014
868
2015
884
2016
917
2017
985
commento
ROI
2013
8.2%
2014
8.7%
2015
8.6%
2016
8.9%
2017
9.2%
tabella
EBITDA per open ended contract employees (thousands of €)
2013
98.6
2014
103.1
2015
105.0
2016
109.5
2017
113.4
commento
Total return for shareholders since listing (%)
2013
100.8%
2014
125.2%
2015
171.7%
2016
158.5%
2017
225.0%
 
DataLavoratori
2013
2014
2015
2016
2017
commento
Open-ended contract employees (average annual % of total workforce)

The use of flexible contracts is limited to urgent situations only. However, the employees hired through flexible contracts provide a priority recruitment pool for hiring with open-ended contracts.

2013
96.6%
2014
97.0%
2015
96.9%
2016
97.0%
2017
96.8%
commento
Employees hired in 2014 with fixed-term contract
2013
135
2014
104
2015
257
2016
226
2017
284
tabella
Total women staff
2013
23%
2014
23%
2015
24%
2016
24%
2017
24%
commento
Internal climate index (score 0-100)

After each survey improvement actions to be realized in the following two years are identified .

From 2007 t0 2013 data do not include Marche Multiservizi.

2013
61
2014
-
2015
63
2016
-
2017
64
tabella
Accident frequency index (number of accidents/hours worked x 1,000,000)
2013
23.9
2014
22.6
2015
20.6
2016
17.8
2017
17.1
commento
Workforce in companies certified OHSAS 18001 (%)
2013
73%
2014
90%
2015
89%
2016
91%
2017
86%
tabella
Average hours of training per capita
2013
26.4
2014
28.0
2015
31.4
2016
29.3
2017
28.6
tabella
Workforce attending at least one training course (%)
2013
97.3%
2014
96.9%
2015
99.3%
2016
98.1%
2017
97.9%
 
DataBidone - Qualità del servizio
2013
2014
2015
2016
2017
tabella
Compliance with AEEGSI and Service Charter quality standards (gas. electricity, integrated water service, district heating)
2013
99.3%
2014
99.6%
2015
99.6%
2016
99.8%
2017
99.7%
commento
Workforce in companies certified ISO 9001 (%)
2013
98%
2014
98%
2015
95%
2016
99%
2017
97%
 
DataCasco - Sicurezza sul alvoro
2013
2014
2015
2016
2017
commento
Percentage of total high and medium pressure gas network inspected (%)

The percentage of the grid inspected was significantly higher than the minimum standard required by AEEGSI in 2014 also (30% for high and medium pressure). 2014 was the first year in which the new criteria for the planning and execution of gas network inspections were applied, with the objective of increasing inspection effectiveness: annual inspection of all the high and medium pressure grid if classified as having a high probability of leaks.

2013
68.7%
2014
56.3%
2015
53.3%
2016
56.3%
2017
58.0%
commento
Percentage of total low pressure network gas inspected (%)

The percentage of the grid inspected was significantly higher than the minimum standard required by AEEGSI in 2014 also (20% for low pressure). 2014 was the first year in which the new criteria for the planning and execution of gas network inspections were applied, with the objective of increasing inspection effectiveness: annual inspection of all the low pressure grid if classified as having a high probability of leaks.

2013
80.9%
2014
63.2%
2015
68.9%
2016
78.1%
2017
74.7%
commento
Emergency gas services: percentage of calls with intervention within 60 minutes
2013
98.7%
2014
98.3%
2015
97.7%
2016
97.5%
2017
96.2%
commento
Average arrival time at the call location for gas emergency (min.)
2013
34.1
2014
35.8
2015
35.9
2016
34.9
2017
37.4
 
DataFamiglia - Relazioni con il cliente
2013
2014
2015
2016
2017
commento
Average call centre response time for residential customers (sec.)

Data do not include AcegasApsAmga and Marche Multiservizi

2013
49
2014
40
2015
38
2016
40
2017
34
commento
Average waiting times at the call center for business customers (sec.)

Data do not include AcegasApsAmga and Marche Multiservizi

2013
31
2014
31
2015
26
2016
36
2017
38
commento
Average branch operator waiting time (min.)
2013
13.2
2014
11.9
2015
11.9
2016
12.3
2017
10.6
 
DataClienti - Soddisfazione dei clienti
2013
2014
2015
2016
2017
commento
Service satisfaction index (Services CSI) for residential customers (from 0 to 100)

From 2007 to 2014 data do not include Marche Multiservizi; 2013 data do not include AcegasApsAmga.

2013
75
2014
75
2015
75
2016
75
2017
75
tabella
Index of customer satisfaction for residential customers (score 0-100)
2013
70
2014
69
2015
70
2016
70
2017
70
 
DataFornitori e Comunità locali
2013
2014
2015
2016
2017
commento
Public Tenders for contracts awarded on the basis of the most economically advantageous bid approach (% on total)

The Group guideline for managing calls for tenders according to the method of the most economically advantageous bid, a minimum number of sustainability criteria for choosing suppliers were established. (data do not include AcegasApsAmga and Marche Multiservizi)

2013
100%
2014
98%
2015
100%
2016
97%
2017
92%
commento
% of the value of the adjudications adopting the economically most advantageous bid method

Excluding Marche Multiservizi (2010-2012); eExcluding AcegasApsAmga and Marche Multiservizi (2013-2014).

2013
76.1%
2014
76.5%
2015
65.7%
2016
63.0%
2017
67.4%
commento
Persons facing hardship hired (no.) in social cooperatives

Supplies to social cooperatives enables, only in 2014, the the employment of 611 persons facing hardship.

(data from 2005 to 2013 do not include AcegasApsAmga and Marche Multiservizi)

2013
581
2014
642
2015
686
2016
743
2017
807
commento
Value of supplied goods/services from social cooperatives (000/€)

In the last 12 years over 250 million euro have been given to social cooperatives. (data from 2005 to 2013 do not include AcegasApsAmga and Marche Multiservizi)

2013
35.5
2014
44.7
2015
46.5
2016
57.1
2017
62.7
commento
Value of supply from ISO 9001 certified suppliers (% of total)

Data do not include AcegasApsAmga and Marche Multiservizi

2013
81.9%
2014
85.1%
2015
81.9%
2016
87.1%
2017
88.9%
commento
Value of supply from ISO 14001-EMAS certified suppliers (% of total)

Data do not include AcegasApsAmga and Marche Multiservizi

2013
52.3%
2014
55.0%
2015
52.0%
2016
58.0%
2017
60.6%
commento
Value of supply from OHSAS 18001 certified suppliers (% of total)

Data do not include AcegasApsAmga and Marche Multiservizi

2013
29.5%
2014
45.7%
2015
44.2%
2016
49.5%
2017
51.8%
commento
Value of supply from SA8000 certified suppliers (% of total)

Data do not include AcegasApsAmga and Marche Multiservizi

2013
17.4%
2014
18.4%
2015
23.4%
2016
25.8%
2017
24.1%
commento
Value of supplies from local suppliers (% of total)

Data from 2008 to 2013 do not include AcegasApsAmga and Marche Multiservizi

2013
64%
2014
66%
2015
68%
2016
69%
2017
66%
tabella
No. students involved in environmental education programmes
2013
65,331
2014
64,255
2015
78,127
2016
96,034
2017
99,482

Environment and Future Generations

 
DataFoglia - Ambiente e generazioni future
2013
2014
2015
2016
2017
commento
Energy produced from renewable sources (included waste to energy plants 51%)
2013
784
2014
786
2015
824
2016
616
2017
607
tabella
Energy produced from renewable sources (included waste to energy plants 51%) and from similar sources
2013
1,600
2014
1,473
2015
1,661
2016
1,470
2017
1,366
commento
Portion of energy produced from renewable sources (incl. waste-to-energy at 51%)
2013
29.9%
2014
32.9%
2015
32.5%
2016
31.3%
2017
30.3%
commento
Portion of energy produced from renewable sources (incl. waste-to-energy at 51%) and similar
2013
68.1%
2014
67.1%
2015
67.8%
2016
68.7%
2017
67.5%
commento
Housing unit equivalents served by district heating (no.)
2013
81,529
2014
83,061
2015
83,861
2016
84,987
2017
87,231
commento
Vehicles using low environmental impact fuels (Methane, LPG, Electric powered) (% of total)
2013
17.1%
2014
18.5%
2015
20.1%
2016
21.0%
2017
22.1%
tabella
Waste-to-energy plant emission levels vs. legal limits (real concentrations/legal limits: optimal value <100%)
2013
13.6%
2014
14.4%
2015
14.9%
2016
14.1%
2017
14.5%
commento
Intensity index of greenhouse gas emissions (kg/MWh)

Data do not include Marche Multiservizi and AcegasApsAmga

2013
549
2014
535
2015
628
2016
567
2017
527
commento
Quality of treated water vs. legal limits (real concentrations/legal limits: optimal value <100%)

From 2009 to 2011 data do not include Marche Multiservizi

2013
40.4%
2014
38.2%
2015
43.3%
2016
42.1%
2017
39.0%
tabella
Compliance of treated water with legally established limits (optimal values <100%; excluded nitrogen and total phosphorus)
2013
21.5%
2014
21.6%
2015
34.0%
2016
27.2%
2017
29.7%
tabella
Non invoiced water (physical and administrative loss in the civil aqueduct)
2013
30.5%
2014
31.3%
2015
31.6%
2016
31.6%
2017
-
commento
Non invoiced water (physical and administrative loss in the civil aqueduct) national average (Source: Legambiente Ecosistema Urbano)
2013
36.2%
2014
34.6%
2015
38.3%
2016
35.0%
2017
-
bandierina
Acqua non fatturata (perdite fisiche e amministrative dell'acquedotto civile): mc/km di rete/giorno
2013
10.0
2014
10.0
2015
10.3
2016
10.3
2017
-
tabella
Urban waste collected (thousand tons)
2013
2,010.6
2014
2,027.8
2015
2,031.9
2016
2,046.8
2017
2,039.0
bandierina
Separate waste collection
2013
52.6%
2014
54.0%
2015
55.4%
2016
56.6%
2017
57.7%
commento
Separate waste collection, national average (Source: Ispra)
2013
42.3%
2014
45.2%
2015
47.5%
2016
52.5%
2017
-
tabella
Separate waste collection, North Italy average (Source: Ispra)
2013
54.4%
2014
56.7%
2015
58.6%
2016
64.2%
2017
-
commento
Kilos of separate waste collection per capita
2013
343
2014
351
2015
356
2016
367
2017
378
tabella
Kilos of separate waste collection per capita, National average (Source: Ispra)
2013
206
2014
221
2015
231
2016
261
2017
-
commento
Kilos of separate waste collection per capita, North Italy average (Source: Ispra)
2013
266
2014
281
2015
287
2016
328
2017
-
commento
Portion of urban waste collected for disposal via landfill (% total collected solid waste)

The quota of waste disposed in landfills from Hera is considerably lower compared to italian average (38% in 2013) and european (31% in 2013).

2013
16.4%
2014
13.3%
2015
8.6%
2016
7.6%
2017
7.0%
commento
Portion of urban waste collected for disposal via landfill (% total collected solid waste) National average (Source: Eurostat)
2013
38%
2014
34%
2015
30%
2016
28%
2017
-
commento
Portion of urban waste collected for disposal via landfill (% total collected solid waste) European Union average (Source: Eurostat)
2013
31%
2014
28%
2015
26%
2016
25%
2017
-
commento
Quota of urban waste collected and disposed in waste to energy plants (% of total urban waste collected)

Waste to energy plant usage in 2014 is 33,8%, in line with virtuous EU countries performances (from 35% to 54%) that privilege recycle and reuse.

2013
32.6%
2014
33.8%
2015
38.5%
2016
37.8%
2017
40.5%
commento
Quota of urban waste collected: recovery-recycle (% of total urban waste collected)
2013
50.9%
2014
52.9%
2015
52.9%
2016
54.5%
2017
52.5%
commento
Quota of waste disposed in plants with EMAS (included plants that overtake documental audit by DNV) (%)
2013
74%
2014
75%
2015
77%
2016
78%
2017
76%
commento
Waste disposed in plants certified ISO 14001 (%)
2013
93%
2014
98%
2015
92%
2016
91%
2017
89%

Page updated 7 May 2018

 
 
2017 Sustainability report embraces shared value
 
Valore condiviso al centro del bilancio di sostenibilità 2017
 
 
Sustainability in Hera
 
Lo sviluppo sostenibile nel Gruppo Hera
 
 
Circular economy
 
Lo sviluppo sostenibile nel Gruppo Hera