Sustainability and CSV KPIs – Hera except for AcegasApsAmga and Marche Multiservizi

Smart use of energy

 

2005

 

2016

2017

2018

Portion of energy produced from renewable sources (incl. waste-to-energy at 51%)

25.2%

 

28.3%

29.7%

30.2%

Portion of energy produced from renewable sources (incl. waste-to-energy at 51%) and cogeneration

50.8%

 

68.5%

67.3%

65.2%

Intensity index of greenhouse gas emissions (kg/MWh)

 

531

498

482

 

Efficient use of resources

 

2005

2016

2017

2018

Separate waste collection

28.9%

 

57.4%

58.1%

63.4%

Kilograms of separate waste collection per capita

199

 

391

392

434

Portion of municipal waste collected for disposal via landfill (% total urban solid waste collected)

9.2%

 

5.3%

5.2%

2.7%

Quality of purified water vs. regulatory limits (real concentrations/regulatory limits: optimal value <100%)

 

39.9%

35.9%

33.2%

Non-invoiced water (physical and administrative losses from the domestic aqueduct): m3/km of network/day

 

8.71

9.1

 

Innovation and contribution to development

 

2005

2016

2017

2018

Waste-to-energy plant emission levels vs. regulatory limits (real concentrations/regulatory limits: optimal value <100%)

22.4%2

 

12.3%2

12.6%2

12.3%2

Vehicles using low environmental impact fuels (methane, LPG, electric powered) (% of total)

 

30.1%

31.4%

30.6%

Open-ended contract employees (average annual % of total workforce)

95.5%

 

97.3%

96.5%

95.8%

Value of supplies from local suppliers (% of total)

 

68%

66%

69%

Number of environmental education programme students

33,505

 

80,295

84,963

91,321

 

Bases and organisational levers

 

2005

2016

2017

2018

Training hours (average, per capita)

18.5

 

31.5

29.5

31.2

Workforce attending at least one training course (%)

82.2%

 

98.1%

96.9%

99.2%

Accident frequency index (number of accidents/hours worked x 1,000,000)

49.6

 

17.2

13.9

15.3

Internal climate index (score 0-100)

50

 

64

Index of customer satisfaction for residential customers (score 0-100)

67

 

70

70

71

Compliance with AEEGSI and Service Charter quality standards (gas, electricity, integrated water service, district heating)

94.7%

 

99.8%

99.7%

99.6%

Emergency gas services: percentage of calls with service within 60 minutes

94.7%

 

96.9%

95.2%

96.0%

Average call centre response time for residential customers (seconds, with the exclusion of IVR)

70.2

 

33.8

32.3

37.1

Average waiting times at branch offices (minutes)

26.9

 

10.4

9.7

9.3

Tender awards adopting the economically most advantageous bid method: sustainability score (% of total)

 

29.8

27.4

33.1

1 recalculated on the basis of the ARERA calculation method
2For Herambiente plants