8,120
workers
the induced employment generated
by Hera in 2018
62.4
million euro
for innovation and digitalisation,
22 projects in smart city, circular
economy and data analytics
68%
reused soil
in projects implemented in 2018

Objectives and perfomance

Objectives and perfomance

What we said we would do

What we have done

Area*

· Continue to promote electronic billing (22% of contracts used electronic billing in 2018 and 31% in 2021) also by continuing the “Digi e Lode” campaign on digitalization in local schools.

· 24% of customers receive their bills by email. The second edition of “Digi e Lode”, a project that brings customers and the company together to digitalize schools in the area, has started.

ER

 

 

· Improve the customer experience for our customers: increase customers using online services to 20% in 2018 and to 24% in 2021.

·  21% customers registered for online services at the end of 2018 (19% in 2017).

ER

 

 

· Continue the implementation of business intelligence/data analytics projects to:
– optimize the scheduled gas leak detection work, and the operation and maintenance of gas networks;
– optimize waste collection routes, also based on the filling level of bins/containers;
– optimize the management of treatment plants (energy consumption and performance) by developing predictive methods.

· The implementation of 3 business intelligence/data analytics projects continued.
– scheduled gas leak detection work, and the operation and maintenance of gas networks will be optimised in 2019 on the basis of the analyses and instruments carried out in 2018;
– the paper collection routes in Ferrara were optimized and 5 operational research projects for the optimization of the collection routes in Ferrara, Modena, Bologna and Ravenna were completed;
– the project for the optimization of energy consumption and performance of the Modena purification plant started and will continue in 2019 and will involve another 12 purification plants (Senseable Dep).

 

 

 

· Continue to involve the workforce using Heureka: stimulate innovative ideas in three new areas in 2018. Start feasibility studies for selected employee initiatives.

· 3 the new areas (health and safety, diversity management, waste management services) in which workers with Heureka have been involved. 39 ideas were proposed during the year. Feasibility studies for selected employee initiatives have been started.

ER

T

M

· Improve the customer experience: develop tracking services for the main practices to inform customers on the progress of their applications and alert services, i.e. reminders that can be set according to customer’s preference.

· Since 2018 customers can use tracking functions on the main practices (transfer, change of power and flow rate, etc.) and can use the Alert service, a reminder for events such as: bill issuance, deadline for self-reading, reminder of appointments, etc.

ER

 

 

· Improve the customer experience for our customers: simplify procedures for acceptance of offers and subscription of contracts, by applying digitalization: extend the simplified procedures to all branch offices by 2018.

· In 2018, the procedure for accepting quotes and signing contracts was simplified by implementing digital signing at all branch offices.

ER

 

 

· Continue/start new, innovative circular economy projects and projects to improve handling of purification sludge.

· New, innovative circular economy projects continued and started also for a new way to manage water purification sludge, such as Biorefinery 2.0 (to produce advanced biofuels from the treatment of collected mowing and pruning material) and ultrasonic hydrolysis system sludge (for the optimization of the water cycle and the disposal of sewage purification sludge from urban wastewater).

 

 

 

· Promote awareness of tariff concessions also in the Triveneto and Marche areas.

· Postponed the promotion activities for the knowledge of the tariff reductions in Triveneto and
Marche.

 

T

M

· Supplier selection: continue to reward social commitment in the sustainability points, also by including disadvantaged personnel, in particular for waste management services.

· 816 disadvantaged people in 2018 found jobs through outsourcing to social cooperatives, particularly in the management of waste management services.

ER

T

M

· Extend the protocol that prevents service disconnections for customers assisted by social services to even more municipalities. Maintain an avoided disconnections rate at 80% of the total.

· 90% of disconnections avoided in 2018 (it was 82% in 2017) thanks to protocols signed with 85 municipalities (stable with respect to
2017).

ER

 

 

· Continue with the activities of the regional protocol on work-school alternation paths: offer a further 40 internships in 2018, to reach 180 internships by 2019.

· 72 internships were offered in 2018 under the school-work alternation programme signed with the Emilia-Romagna Regional Government. 212 in all, in the first 2016-2018 three-year period.

ER

 

 

· Continue to apply the social clause to guarantee employment in the contracts for emergency services on networks and services relating to customer handling (excluding insourcing situations).

· 23 tenders, among the most important, in which the social clause to protect employment was included.

ER

T

M

· Land consumption: 725,000 m2 of land reused between 2018 and 2021 to design infrastructure (2/3 of the total land involved in new projects).

· 68% of land reused in the construction of new infrastructure in 2018 (115 thousand m2).

ER

 

 

· District heating: increase the volume served (+1% compared to 2017) and the share of energy produced from renewable sources and from recovery, by +5% compared to 2017, improving the air quality in the cities served. Start the project to increase the use of geothermal energy in Ferrara.

· the volume served by district heating increased by 1.1% in 2018 compared to 2017. The share of energy produced from renewable sources and by recovery did not change.
The project to increase the use of geothermal energy in Ferrara started, through the acquisition of the concession for direct management of geothermal wells.

ER

 

 

· Continue to encourage the purchase of vehicles with low environmental impact (29% in 2021)

· 22.8% low environmental impact vehicles in 2018 (22% in 2017)

ER

T

M

 

What we will do

Area*

· 41% of customers with online bills and 27% of customers using the online services in 2022. Promote digitalization among customers also through the extension of “Digi e Lode” in favour of the digitalization of schools in the area.

ER

 

 

· Continue the implementation of business intelligence/data analytics projects. Main objectives: to optimise gas leak detection work, waste collection and treatment plant operation, improving results.

ER

 

 

· Promote circular smart city solutions in municipalities and universities.

ER

 

 

· Continue research into the production of bioplastics from organic fractions and from CO2 and hydrogen, in partnership with Bio-on.

 

 

 

· Promote tariff concessions and initiatives to support customers facing financial hardship through the new SOStegno Hera initiative. Maintain a rate of avoided service disconnections of 80% of the total thanks to protocols signed with municipalities to prevent service disconnections for customers assisted by social services.

ER

 

 

· Supplier selection: continue to reward social commitment in the sustainability points, also by including disadvantaged personnel, in particular for waste management services.

ER

T

M

· 2019 Learning Plan: training interventions for the development of the new skills required in the three reference axes (technical-professional, managerial, technological), to support the evolution of the reference context and of the businesses managed. These include, for example, those in the field of digital transformation, modelling and predictive analysis, circular economy, etc..

ER

T

M

· Continue to apply the social clause to guarantee employment in the contracts for emergency services on networks and services relating to customer handling (excluding insourcing situations).

ER

T

M

· 700,000 m2 of land reused between 2019 and 2022 to design infrastructure (3/4 of the total land involved in new projects).

ER

 

 

· 8% increase of the volume served by district heating by the end of 2022 compared to 2018 for the benefit of the air quality in the cities served. Start projects to increase the use of geothermal energy in Ferrara (+2.7% by 2022 compared to 2018 of geothermal energy exploited) and for its use at low enthalpy.

ER

 

 

· 31% low environmental impact vehicles in 2022 (42% Uniflotte, 8% AcegasApsAmga, 11% Marche Multiservizi).

ER

T

M

· +200 public and private infrastructures built in 2019 for electric transportation in cities.

ER

T

 

* ER: Emilia-Romagna; T: Triveneto; M: Marche