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15 anni

Key indicators

 
2002
2016
5
2012
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DataEuro - Responsabilità economica
2012
2013
2014
2015
2016
commento
Total investments (million euro)
2012
289.3
2013
313.5
2014
337.0
2015
335.0
2016
373.3
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)

2012
287.9
2013
312.6
2014
346.1
2015
345.9
2016
386.1
commento
Investments in integrated water cycle area (mln euro)

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

2012
93.5
2013
105.8
2014
114.8
2015
127.2
2016
131.8
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.

2012
47.9
2013
51.2
2014
47.9
2015
35.2
2016
50.7
tabella
Value added
2012
1,075.6
2013
1,354.8
2014
1,387.2
2015
1,412.8
2016
1,454.1
tabella
Value added distributed to stakeholder in the area where the Group operate (mln euro)
2012
848.8
2013
1,048.4
2014
1,085.5
2015
1,121.7
2016
1,169.5
tabella
MOL (million)
2012
662
2013
810
2014
868
2015
884
2016
917
commento
ROI
2012
8.2%
2013
8.2%
2014
8.7%
2015
8.6%
2016
8.9%
tabella
EBITDA per open ended contract employees (thousands of €)
2012
101.2
2013
98.6
2014
103.1
2015
105.0
2016
109.5
commento
Total return for shareholders since listing (%)
2012
59.7%
2013
100.8%
2014
125.2%
2015
171.7%
2016
158.5%
 
DataLavoratori
2012
2013
2014
2015
2016
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.

2012
97.0%
2013
96.6%
2014
97.0%
2015
96.9%
2016
97.0%
commento
Employees hired in 2014 with fixed-term contract
2012
94
2013
135
2014
104
2015
257
2016
226
tabella
Total women staff
2012
25%
2013
23%
2014
23%
2015
24%
2016
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.

2012
-
2013
61
2014
-
2015
63
2016
-
tabella
Accident frequency index (number of accidents/hours worked x 1,000,000)
2012
25.5
2013
23.9
2014
22.6
2015
20.6
2016
17.8
commento
Workforce in companies certified OHSAS 18001 (%)
2012
85%
2013
73%
2014
90%
2015
89%
2016
91%
tabella
Average hours of training per capita
2012
27.5
2013
26.4
2014
28.0
2015
31.4
2016
29.3
tabella
Workforce attending at least one training course (%)
2012
97.1%
2013
97.3%
2014
96.9%
2015
99.3%
2016
98.1%
 
DataBidone - Qualità del servizio
2012
2013
2014
2015
2016
tabella
Compliance with AEEGSI and Service Charter quality standards (gas. electricity, integrated water service, district heating)
2012
99.5%
2013
99.3%
2014
99.6%
2015
99.6%
2016
99.8%
commento
Workforce in companies certified ISO 9001 (%)
2012
97%
2013
98%
2014
98%
2015
95%
2016
99%
 
DataCasco - Sicurezza sul alvoro
2012
2013
2014
2015
2016
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.

2012
71.8%
2013
68.7%
2014
56.3%
2015
53.3%
2016
56.3%
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.

2012
75.1%
2013
80.9%
2014
63.2%
2015
68.9%
2016
78.1%
commento
Emergency gas services: percentage of calls with intervention within 60 minutes
2012
98.7%
2013
98.7%
2014
98.3%
2015
97.7%
2016
97.5%
commento
Average arrival time at the call location for gas emergency (min.)
2012
31.8
2013
34.1
2014
35.8
2015
35.9
2016
34.9
 
DataFamiglia - Relazioni con il cliente
2012
2013
2014
2015
2016
commento
Average call centre response time for residential customers (sec.)

Data do not include AcegasApsAmga and Marche Multiservizi

2012
40
2013
49
2014
40
2015
38
2016
40
commento
Average waiting times at the call center for business customers (sec.)

Data do not include AcegasApsAmga and Marche Multiservizi

2012
25
2013
31
2014
31
2015
26
2016
36
commento
Average branch operator waiting time (min.)
2012
9.9
2013
13.2
2014
11.9
2015
11.9
2016
12.3
 
DataClienti - Soddisfazione dei clienti
2012
2013
2014
2015
2016
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.

2012
73
2013
75
2014
75
2015
75
2016
75
tabella
Index of customer satisfaction for residential customers (score 0-100)
2012
69
2013
70
2014
69
2015
70
2016
70
 
DataFornitori e Comunità locali
2012
2013
2014
2015
2016
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)

2012
100%
2013
100%
2014
98%
2015
100%
2016
97%
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).

2012
70.2%
2013
76.1%
2014
76.5%
2015
65.7%
2016
63.0%
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)

2012
576
2013
581
2014
642
2015
686
2016
743
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)

2012
33.2
2013
35.5
2014
44.7
2015
46.5
2016
57.1
commento
Value of supply from ISO 9001 certified suppliers (% of total)

Data do not include AcegasApsAmga and Marche Multiservizi

2012
79.7%
2013
81.9%
2014
85.1%
2015
81.9%
2016
87.1%
commento
Value of supply from ISO 14001-EMAS certified suppliers (% of total)

Data do not include AcegasApsAmga and Marche Multiservizi

2012
50.7%
2013
52.3%
2014
55.0%
2015
52.0%
2016
58.0%
commento
Value of supply from OHSAS 18001 certified suppliers (% of total)

Data do not include AcegasApsAmga and Marche Multiservizi

2012
24.9%
2013
29.5%
2014
45.7%
2015
44.2%
2016
49.5%
commento
Value of supply from SA8000 certified suppliers (% of total)

Data do not include AcegasApsAmga and Marche Multiservizi

2012
8.5%
2013
17.4%
2014
18.4%
2015
23.4%
2016
25.8%
commento
Value of supplies from local suppliers (% of total)

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

2012
65%
2013
64%
2014
66%
2015
68%
2016
69%
tabella
No. students involved in environmental education programmes
2012
51,906
2013
65,331
2014
64,255
2015
78,127
2016
96,034

Environment and Future Generations

 
DataFoglia - Ambiente e generazioni future
2012
2013
2014
2015
2016
commento
Energy produced from renewable sources (included waste to energy plants 51%)
2012
557
2013
784
2014
786
2015
824
2016
616
tabella
Energy produced from renewable sources (included waste to energy plants 51%) and from similar sources
2012
1,365
2013
1,600
2014
1,473
2015
1,661
2016
1,470
commento
Portion of energy produced from renewable sources (incl. waste-to-energy at 51%)
2012
26.0%
2013
29.9%
2014
32.9%
2015
32.5%
2016
31.3%
commento
Portion of energy produced from renewable sources (incl. waste-to-energy at 51%) and similar
2012
70.1%
2013
68.1%
2014
67.1%
2015
67.8%
2016
68.7%
commento
Housing unit equivalents served by district heating (no.)
2012
80,774
2013
81,529
2014
83,061
2015
83,861
2016
84,987
commento
Vehicles using low environmental impact fuels (Methane, LPG, Electric powered) (% of total)
2012
19.3%
2013
17.1%
2014
18.5%
2015
20.1%
2016
21.0%
tabella
Waste-to-energy plant emission levels vs. legal limits (real concentrations/legal limits: optimal value <100%)
2012
11.0%
2013
13.6%
2014
14.4%
2015
14.9%
2016
14.1%
commento
Intensity index of greenhouse gas emissions (kg/MWh)

Data do not include Marche Multiservizi and AcegasApsAmga

2012
583
2013
549
2014
535
2015
618
2016
553
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

2012
40.8%
2013
40.4%
2014
38.2%
2015
43.3%
2016
42.1%
tabella
Compliance of treated water with legally established limits (optimal values <100%; excluded nitrogen and total phosphorus)
2012
26.5%
2013
21.5%
2014
21.6%
2015
34.0%
2016
27.2%
tabella
Non invoiced water (physical and administrative loss in the civil aqueduct)
2012
27.5%
2013
30.5%
2014
31.3%
2015
31.6%
2016
-
commento
Non invoiced water (physical and administrative loss in the civil aqueduct) national average (Source: Legambiente Ecosistema Urbano)
2012
32.7%
2013
36.2%
2014
34.6%
2015
38.3%
2016
-
bandierina
Acqua non fatturata (perdite fisiche e amministrative dell'acquedotto civile): mc/km di rete/giorno
2012
8.1
2013
10.0
2014
10.0
2015
10.3
2016
-
tabella
Urban waste collected (thousand tons)
2012
1,770.8
2013
2,010.6
2014
2,027.8
2015
2,031.9
2016
2,046.8
bandierina
Separate waste collection
2012
51.9%
2013
52.6%
2014
54.0%
2015
55.4%
2016
56.6%
commento
Separate waste collection, national average (Source: Ispra)
2012
40.0%
2013
42.3%
2014
45.2%
2015
47.5%
2016
-
tabella
Separate waste collection, North Italy average (Source: Ispra)
2012
52.7%
2013
54.4%
2014
56.7%
2015
58.6%
2016
-
commento
Kilos of separate waste collection per capita
2012
350
2013
343
2014
351
2015
356
2016
367
tabella
Kilos of separate waste collection per capita, National average (Source: Ispra)
2012
202
2013
206
2014
221
2015
231
2016
-
commento
Kilos of separate waste collection per capita, North Italy average (Source: Ispra)
2012
266
2013
266
2014
281
2015
287
2016
-
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).

2012
21.4%
2013
16.4%
2014
13.3%
2015
8.6%
2016
7.6%
commento
Portion of urban waste collected for disposal via landfill (% total collected solid waste) National average (Source: Eurostat)
2012
41%
2013
38%
2014
34%
2015
30%
2016
-
commento
Portion of urban waste collected for disposal via landfill (% total collected solid waste) European Union average (Source: Eurostat)
2012
33%
2013
31%
2014
28%
2015
26%
2016
-
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.

2012
28.8%
2013
32.6%
2014
33.8%
2015
38.5%
2016
37.8%
commento
Quota of urban waste collected: recovery-recycle (% of total urban waste collected)
2012
49.8%
2013
50.9%
2014
52.9%
2015
52.9%
2016
54.5%
commento
Quota of waste disposed in plants with EMAS (included plants that overtake documental audit by DNV) (%)
2012
73%
2013
74%
2014
75%
2015
77%
2016
78%
commento
Waste disposed in plants certified ISO 14001 (%)
2012
93%
2013
93%
2014
98%
2015
92%
2016
91%

Page updated 28 July 2016

 
 
An "Hera" that has been flowing for 15 years
 
Un'Hera che scorre da 15 anni
 
 
Shared value
 
Un bilancio di sostenibilità a valore condiviso 2016
 
 
Responsible services
 
Responsible services