Hera Group - Consolidated Financial Statement at 31 December 2021 30|
Technology and human capital
Digital technological evolution involves a continuous acceleration of some major ICT trends and, in
addition to moving beyond the paradigms found in economic and social contexts with increasing speed,
it alters entire market segments and social relationship patterns. The rise of Artificial Intelligence,
automation, Robotic Process Automation, data collection and management (Internet of Things, data
governance and data analytics), cybersecurity and, finally, cloud platforms, favours an increase in the
amount of data produced and the speed of its availability, generating further opportunities for
companies. The Internet of Things and digital interaction between people (exemplified by the
automation of more standardised relations with customers through chatbots) make available a
continuous and growing flow of data, which allows not only timely diagnoses of different situations (real
time analytics), but also a more precise definition of decisions and actions to be taken, often with the
support of artificial intelligence. In this direction, the EU Commission has defined the path for an ethical
digital development in Europe, with clear targets for 2030 benefiting citizens and businesses, such as:
80% of the adult population with basic digital skills, 75% of businesses favouring the use of cloud
computing, big data and artificial intelligence services, more than 90% of small and medium-sized
businesses with a basic level of digital intensity, 100% of public digital services available online and
100% of households with gigabit connectivity and inhabited areas covered by 5G. Although Italy is
lagging behind other European countries in terms of digitalisation, it is now showing a remarkable
improvement over the past. Remote working is an established way of working for 75% of large
companies in the public sector and 58% of small and medium-sized enterprises. 13.5 million Spid
identities exist, to manage communications to and from public administrations. Italy also ranks third in
terms of readiness for 5G. Investments in telecommunications, networks, software, automation and
other technological infrastructures, which are essential for reaching European targets, must be
accompanied by the spread of an overall approach and training that enables the use of new
technologies, which in turn must be oriented towards a sustainable and circular economy, as well as
revolving around digitalisation and artificial intelligence. The NRP intends to use 22% of the available
funds to give way to a major digital acceleration in Italy, as a lever to give a decisive boost to the
country’s competitiveness. Various initiatives aim to encourage migration to the cloud, full
interoperability between government data, improvement of the digital services offered to citizens,
strengthening of cybersecurity defences, and enhancement of digital skills. This will also be possible
thanks to tax incentives for digital transformation (Industry 4.0), contributions for investments in
technologically advanced production, coverage of the entire national territory with ultra-wideband
networks, and the launch of a reform of the intellectual property system. By virtue of their relationship
with the public administration and SMEs, utilities played an important role in supporting digital
transformation, in particular through digital services for optimising the yield of production processes,
but also through sensors installed for data collection and analysis, without forgetting connected
machinery for the automatic performance of tasks and predictive maintenance. Examples of this can be
found in the various applications in the businesses in question, such as data-driven energy
management solutions, thanks to connected systems and devices equipped with intelligent sensors in
public buildings, or smart sensors and devices distributed throughout the territory, coordinated and
integrated by digital platforms that process the big data generated for resource planning and service
optimisation. The widespread presence of digital technology affects all aspects of business operations,
extending changes to the point of translating into additional and new value-added services. The
increase in infrastructural needs, which continues to drive the demand for investment in connectivity
and remote collaboration tools, for utilities focuses on connection and security needs applied to smart
working and also multi-channel interaction with the customer, not to mention the management and
sensitisation of infrastructures across the area served. The digitisation process is also fuelled by
incremental investments in Artificial Intelligence and hyper-automation, Internet of Things and Internet
of Behaviours (IoB), distributed cloud and 5G. Operation technology (OT) or remote management,
which had developed over the past few years as a niche area limited to plant effectiveness and with
little attention to cyber security aspects, has required companies to increase investments to reduce
system fragility. The year 2021 confirmed the growing trend of cybersecurity attacks, both in terms of
numbers and severity of impact. In this context, it is essential to continue to deploy all available
technological skills and resources to increase the level of protection and attention to cybersecurity
risks, in order to counter threats and minimise possible consequences. Customers in all sectors, who
are increasingly inclined to interact through digital channels, expect real-time responses and
uninterrupted service availability, and therefore reward the most proactive suppliers in terms of