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Key indicators

 
2002
2019
5
2015
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DataEuro - Responsabilità economica
2015
2016
2017
2018
2019
commento
Total operating investments (mln euro)

From 2003 to 2018 Hera total operating nvestments were 5.7 billion euro, on average 340 million a year. The 2018 mains investment area are waste management (78 million a year) and water services (114 million a year net of capital contributions and the FoNi).

2015
345.9
2016
386.1
2017
440.0
2018
462.3
2019
533.5
commento
Investments in integrated water cycle area (mln euro)

From 2003 to 2018 investments in integrated water cycle amounted to 1.7 billion euro.

2015
127.2
2016
131.8
2017
156.5
2018
157.9
2019
175.8
commento
Investments in waste management area (mln euro)

From 2003 to 2018 investments in waste management amounted to 1.3 billion euro, the peak is reached in the period 2005-2009 because of the revamping of waste to energy plants.

2015
35.2
2016
50.7
2017
67.2
2018
78.1
2019
78.2
tabella
Value added
2015
1,412.8
2016
1,454.1
2017
1,480.7
2018
1,540.8
2019
1,734.5
tabella
Value added distributed to stakeholder in the area where the Group operate (mln euro)
2015
1,121.7
2016
1,169.5
2017
1,247.5
2018
1,281.3
2019
1,435.8
icona
MOL (million)
2015
884
2016
917
2017
985
2018
1,031
2019
1,085
commento
ROI
2015
8.6%
2016
8.9%
2017
9.2%
2018
9.4%
2019
9.4%
icona
EBITDA per open ended contract employees (thousands of €)
2015
105.0
2016
109.5
2017
113.4
2018
119.6
2019
120.8
commento
Total return for shareholders since listing (%)
2015
171.7%
2016
158.5%
2017
225.0%
2018
212.1%
2019
319.0%
 
DataLavoratori
2015
2016
2017
2018
2019
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.

2015
96.9%
2016
97.0%
2017
96.8%
2018
96.2%
2019
96.6%
commento
Employees hired in 2014 with fixed-term contract
2015
257
2016
226
2017
284
2018
463
2019
537
tabella
Total women staff
2015
24%
2016
24%
2017
24%
2018
25%
2019
27%
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.

2015
63
2016
-
2017
64
2018
-
2019
68
icona
Accident frequency index (number of accidents/hours worked x 1,000,000)
2015
20.6
2016
17.8
2017
17.1
2018
15.7
2019
14.1
commento
Workforce in companies certified OHSAS 18001 (%)
2015
89%
2016
91%
2017
86%
2018
87%
2019
83%
tabella
Average hours of training per capita
2015
31.4
2016
29.3
2017
28.6
2018
29.8
2019
28.6
tabella
Workforce attending at least one training course (%)
2015
99.3%
2016
98.1%
2017
97.9%
2018
99.4%
2019
99.4%
 
DataBidone - Qualità del servizio
2015
2016
2017
2018
2019
tabella
Compliance with AEEGSI and Service Charter quality standards (gas. electricity, integrated water service, district heating)
2015
99.6%
2016
99.8%
2017
99.7%
2018
99.6%
2019
99.5%
commento
Workforce in companies certified ISO 9001 (%)
2015
95%
2016
99%
2017
97%
2018
99%
2019
97%
 
DataCasco - Sicurezza sul alvoro
2015
2016
2017
2018
2019
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 (100% for high and medium pressure in 3 years). 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.

2015
53.3%
2016
56.3%
2017
58.0%
2018
60.5%
2019
62.4%
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 (100% for low pressure in 4 years). 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.

2015
68.9%
2016
78.1%
2017
74.7%
2018
78.9%
2019
85.0%
commento
Emergency gas services: percentage of calls with intervention within 60 minutes
2015
97.7%
2016
97.5%
2017
96.2%
2018
96.7%
2019
97.0%
commento
Average arrival time at the call location for gas emergency (min.)
2015
35.9
2016
34.9
2017
37.4
2018
36.5
2019
32.6
 
DataFamiglia - Relazioni con il cliente
2015
2016
2017
2018
2019
commento
Average call centre response time for residential customers (sec.)

Data do not include AcegasApsAmga and Marche Multiservizi

2015
38
2016
40
2017
34
2018
36
2019
27
commento
Average waiting times at the call center for business customers (sec.)

Data do not include AcegasApsAmga and Marche Multiservizi

2015
26
2016
36
2017
38
2018
31
2019
24
tabella
Average branch operator waiting time (min.)
2015
11.9
2016
12.3
2017
10.6
2018
9.6
2019
9.4
 
DataClienti - Soddisfazione dei clienti
2015
2016
2017
2018
2019
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.

2015
75
2016
75
2017
75
2018
75
2019
76
tabella
Index of customer satisfaction for residential customers (score 0-100)
2015
70
2016
70
2017
70
2018
71
2019
73
 
DataFornitori e Comunità locali
2015
2016
2017
2018
2019
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)

2015
100%
2016
97%
2017
92%
2018
93%
2019
84%
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).

2015
65.7%
2016
63.0%
2017
67.4%
2018
72.8%
2019
67.7%
commento
Persons facing hardship hired (no.) in social cooperatives

In 2018 supplies to social cooperatives enabled the employment of 816 persons facing hardship.

(data from 2005 to 2013 do not include AcegasApsAmga and Marche Multiservizi

2015
686
2016
743
2017
807
2018
816
2019
875
commento
Value of supplied goods/services from social cooperatives (000/€)

In the last 10 years over 400 million euro have been given to social cooperatives. (data from 2009 to 2013 do not include AcegasApsAmga and Marche Multiservizi)

2015
46.5
2016
57.1
2017
62.7
2018
62.1
2019
66.4
commento
Value of supply from ISO 9001 certified suppliers (% of total)

Data do not include AcegasApsAmga and Marche Multiservizi from 2005 to 2014

2015
81.9%
2016
87.1%
2017
88.9%
2018
87.4%
2019
86.8%
commento
Value of supply from ISO 14001-EMAS certified suppliers (% of total)

Data do not include AcegasApsAmga and Marche Multiservizi from 2005 to 2014

2015
52.0%
2016
58.0%
2017
60.6%
2018
65.7%
2019
61.9%
commento
Value of supply from OHSAS 18001 certified suppliers (% of total)

Data do not include AcegasApsAmga and Marche Multiservizi from 2005 to 2014

2015
44.2%
2016
49.5%
2017
51.8%
2018
56.8%
2019
56.8%
commento
Value of supply from SA8000 certified suppliers (% of total)

Data do not include AcegasApsAmga and Marche Multiservizi from 2005 to 2014

2015
23.4%
2016
25.8%
2017
24.1%
2018
33.2%
2019
38.2%
commento
Value of supplies from local suppliers (% of total)

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

2015
68%
2016
69%
2017
66%
2018
69%
2019
69%
tabella
No. students involved in environmental education programmes
2015
78,127
2016
96,034
2017
99,482
2018
106,547
2019
118,788

Environment and Future Generations

 
DataFoglia - Ambiente e generazioni future
2015
2016
2017
2018
2019
commento
Energy produced from renewable sources (included waste to energy plants 51%)
2015
824
2016
616
2017
607
2018
600
2019
584
tabella
Energy produced from renewable sources (included waste to energy plants 51%) and from similar sources
2015
1,661
2016
1,470
2017
1,366
2018
1,289
2019
1,322
commento
Portion of energy produced from renewable sources (incl. waste-to-energy at 51%)
2015
32.5%
2016
31.3%
2017
30.3%
2018
30.4%
2019
25.5%
commento
Portion of energy produced from renewable sources (incl. waste-to-energy at 51%) and similar
2015
67.8%
2016
68.7%
2017
67.5%
2018
65.4%
2019
57.7%
commento
Housing unit equivalents served by district heating (no.)
2015
83,861
2016
84,987
2017
87,231
2018
88,225
2019
88,307
icona
Vehicles using low environmental impact fuels (Methane, LPG, Electric powered) (% of total)
2015
20.1%
2016
21.0%
2017
22.1%
2018
22.8%
2019
22.7%
tabella
Waste-to-energy plant emission levels vs. legal limits (real concentrations/legal limits: optimal value <100%)
2015
14.9%
2016
14.1%
2017
14.5%
2018
13.8%
2019
14.1%
commento
Intensity index of greenhouse gas emissions (kg/MWh)

Data do not include Marche Multiservizi and AcegasApsAmga from 2011 to 2014

2015
566
2016
516
2017
498
2018
482
2019
453
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

2015
43.3%
2016
42.1%
2017
39.0%
2018
34.7%
2019
35.3%
tabella
Compliance of treated water with legally established limits (optimal values <100%; excluded nitrogen and total phosphorus)
2015
34.0%
2016
27.2%
2017
29.7%
2018
26.0%
2019
26.5%
tabella
Non invoiced water (physical and administrative loss in the civil aqueduct)
2015
31.6%
2016
31.6%
2017
30.6%
2018
31.0%
2019
-
commento
Non invoiced water (physical and administrative loss in the civil aqueduct) national average (Source: Legambiente Ecosistema Urbano)
2015
38.3%
2016
35.0%
2017
36.0%
2018
42.4%
2019
-
tabella
Non invoiced water (physical and administrative loss in the civil aqueduct)
2015
10.3
2016
10.2
2017
10.4
2018
10.5
2019
-
tabella
Urban waste collected (thousand tons)
2015
2,031.9
2016
2,046.8
2017
2,039.0
2018
1,980.3
2019
2,037.7
tabella
Separate waste collection
2015
55.4%
2016
56.6%
2017
57.7%
2018
62.5%
2019
64.6%
commento
Separate waste collection, national average (Source: Ispra)
2015
47.5%
2016
52.5%
2017
55.5%
2018
58.1%
2019
-
tabella
Separate waste collection, North Italy average (Source: Ispra)
2015
58.6%
2016
64.2%
2017
66.2%
2018
67.7%
2019
-
icona
Kilos of separate waste collection per capita
2015
356
2016
367
2017
378
2018
410
2019
425
tabella
Kilos of separate waste collection per capita, National average (Source: Ispra)
2015
231
2016
261
2017
272
2018
291
2019
-
commento
Kilos of separate waste collection per capita, North Italy average (Source: Ispra)
2015
287
2016
328
2017
333
2018
350
2019
-
commento
Portion of urban waste collected for disposal via landfill (% total collected solid waste)

The quota of waste disposed in landfills by Hera is considerably lower compared to italian average (26% in 2017) and european countries (24% in 2017 UE 28, data source Eurostat ).

2015
8.6%
2016
7.6%
2017
7.0%
2018
4.5%
2019
3.4%
commento
Portion of urban waste collected for disposal via landfill (% total collected solid waste) National average (Source: Eurostat)
2015
30%
2016
28%
2017
26%
2018
24%
2019
-
commento
Portion of urban waste collected for disposal via landfill (% total collected solid waste) European Union average (Source: Eurostat)
2015
26%
2016
25%
2017
24%
2018
23%
2019
-
commento
Quota of urban waste collected and disposed in waste to energy plants (% of total urban waste collected)

The use of Waste-to-energy plant by Hera in 2019 is equal to 39,0%, in line with virtuous EU countries performances (from 31% to 57% data source Eurostat 2017) that privilege recycle and reuse.

2015
38.5%
2016
37.8%
2017
42.4%
2018
41.1%
2019
39.0%
commento
Quota of urban waste collected: recovery-recycle (% of total urban waste collected)
2015
52.9%
2016
54.5%
2017
50.5%
2018
54.5%
2019
57.6%

Page updated 24 April 2020

 
 
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