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Hera's significant commitment to developing stakeholder engagement initiatives is integrated with the day-to-day work of the organizational units that manage relations with the various stakeholders of the Company.

In these daily activities of listening, dialogue and consultation, the needs and expectations expressed by the stakeholders are used to define improvement projects, according to objectives and priority themes reported by each category.

Hera intends to involve stakeholders and make them protagonists of this path, because collaboration between business and territory is a company heritage in defining new horizons ofsustainability and social responsibility.

In 2017, the aspects that had a greater relevance both for the Group and for the stakeholders were:

  • for customers, attention to users in economic difficulty, energy efficiency and energy savings, security and reliability of the gas service, presence of branches, on-line services;
  • for workers, wages and incentives, internal communication, professional development;
  • for the environment and future generations, environmental impacts of plants (new and existing), separate collection and prevention of waste, quality and costs of the waste collection service and urban decorum;
  • for suppliers, local development of the territory and selection methods.
  • Some themes have been translated into solicitations for the initiation or extension of initiatives, including:
  • 9 new agreements with the Municipalities to prevent the suspension of supply to customers in difficulty (in addition to the 18 already existing);
  • the participation of over 575 Group employees in the HeraSolidale project;
  • 14 HeraLab meetings were held and 9 initiatives proposed and approved by Hera were implemented. The new HeraLab model has been launched and the new labs of Ferraara and Ravenna are established;
  • Corporate community on the themes of digital innovation;
  • in terms of corporate social responsibility, the continuity of the channel of direct communication between the manager of the management and the managers of the workers;
  • the Customer experience project launched in 2015, which involves customers and workers, through the analysis of the customer's various touch points and customer journeys, and which enabled the identification of projects to improve the experience, with the aim of reducing the gap between service provided and that expected;
  • the Joint Conciliation Protocols with customers: 69 conciliation requests received from Hera and 13 from AcegasApsAmga;
  • the direct contact channel with consumer associations, which managed 797 practices;
  • the environmental education projects of the Hera Group, which involved over 99 thousand students;
  • confirmation of the social clauses safeguarding employment and limiting the percentage of discount.

The Passaparola project involved 4.684 participants in the classroom in 214 editions for a total of 7,400 hours of training provided in Hera and AcegasApsamga.

The meetings (18) to illustrate the Group's business plan involved 6,720 workers between May and June.

There were 2,019 meetings organized by the area managers with the mayors and 2,705 requests received from the Municipalities of the territorial areas served.

In addition, meetings with representatives of the world of social cooperation in Emilia-Romagna continued, with a view to monitoring the employment of 807 disadvantaged people.

Hera constantly monitors the press review at local level in relation to all the Group's activities and with respect to the main sustainability initiatives undertaken.


Page updated 24 July 2018

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