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Key indicators

 
2002
2018
5
2014
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DataEuro - Responsabilità economica
2014
2015
2016
2017
2018
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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).

2014
346.1
2015
345.9
2016
386.1
2017
440.0
2018
462.3
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Investments in integrated water cycle area (mln euro)

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

2014
114.8
2015
127.2
2016
131.8
2017
156.5
2018
157.9
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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.

2014
47.9
2015
35.2
2016
50.7
2017
67.2
2018
78.1
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Value added
2014
1,387.2
2015
1,412.8
2016
1,454.1
2017
1,480.7
2018
1,540.8
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Value added distributed to stakeholder in the area where the Group operate (mln euro)
2014
1,085.5
2015
1,121.7
2016
1,169.5
2017
1,247.5
2018
1,281.3
tabella
MOL (million)
2014
868
2015
884
2016
917
2017
985
2018
1,031
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ROI
2014
8.7%
2015
8.6%
2016
8.9%
2017
9.2%
2018
9.4%
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EBITDA per open ended contract employees (thousands of €)
2014
103.1
2015
105.0
2016
109.5
2017
113.4
2018
119.6
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Total return for shareholders since listing (%)
2014
125.2%
2015
171.7%
2016
158.5%
2017
225.0%
2018
212.1%
 
DataLavoratori
2014
2015
2016
2017
2018
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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.

2014
97.0%
2015
96.9%
2016
97.0%
2017
96.8%
2018
96.2%
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Employees hired in 2014 with fixed-term contract
2014
104
2015
257
2016
226
2017
284
2018
463
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Total women staff
2014
23%
2015
24%
2016
24%
2017
24%
2018
25%
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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.

2014
-
2015
63
2016
-
2017
64
2018
-
tabella
Accident frequency index (number of accidents/hours worked x 1,000,000)
2014
22.6
2015
20.6
2016
17.8
2017
17.1
2018
15.7
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Workforce in companies certified OHSAS 18001 (%)
2014
90%
2015
89%
2016
91%
2017
86%
2018
87%
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Average hours of training per capita
2014
28.0
2015
31.4
2016
29.3
2017
28.6
2018
29.8
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Workforce attending at least one training course (%)
2014
96.9%
2015
99.3%
2016
98.1%
2017
97.9%
2018
99.4%
 
DataBidone - Qualità del servizio
2014
2015
2016
2017
2018
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Compliance with AEEGSI and Service Charter quality standards (gas. electricity, integrated water service, district heating)
2014
99.6%
2015
99.6%
2016
99.8%
2017
99.7%
2018
99.6%
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Workforce in companies certified ISO 9001 (%)
2014
98%
2015
95%
2016
99%
2017
97%
2018
99%
 
DataCasco - Sicurezza sul alvoro
2014
2015
2016
2017
2018
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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.

2014
56.3%
2015
53.3%
2016
56.3%
2017
58.0%
2018
60.5%
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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.

2014
63.2%
2015
68.9%
2016
78.1%
2017
74.7%
2018
78.9%
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Emergency gas services: percentage of calls with intervention within 60 minutes
2014
98.3%
2015
97.7%
2016
97.5%
2017
96.2%
2018
96.7%
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Average arrival time at the call location for gas emergency (min.)
2014
35.8
2015
35.9
2016
34.9
2017
37.4
2018
36.5
 
DataFamiglia - Relazioni con il cliente
2014
2015
2016
2017
2018
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Average call centre response time for residential customers (sec.)

Data do not include AcegasApsAmga and Marche Multiservizi

2014
40
2015
38
2016
40
2017
34
2018
36
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Average waiting times at the call center for business customers (sec.)

Data do not include AcegasApsAmga and Marche Multiservizi

2014
31
2015
26
2016
36
2017
38
2018
31
tabella
Average branch operator waiting time (min.)
2014
11.9
2015
11.9
2016
12.3
2017
10.6
2018
9.6
 
DataClienti - Soddisfazione dei clienti
2014
2015
2016
2017
2018
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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.

2014
75
2015
75
2016
75
2017
75
2018
75
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Index of customer satisfaction for residential customers (score 0-100)
2014
69
2015
70
2016
70
2017
70
2018
71
 
DataFornitori e Comunità locali
2014
2015
2016
2017
2018
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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)

2014
98%
2015
100%
2016
97%
2017
92%
2018
93%
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% 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).

2014
76.5%
2015
65.7%
2016
63.0%
2017
67.4%
2018
72.8%
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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

2014
642
2015
686
2016
743
2017
807
2018
816
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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)

2014
44.7
2015
46.5
2016
57.1
2017
62.7
2018
62.1
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Value of supply from ISO 9001 certified suppliers (% of total)

Data do not include AcegasApsAmga and Marche Multiservizi

2014
85.1%
2015
81.9%
2016
87.1%
2017
88.9%
2018
87.4%
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Value of supply from ISO 14001-EMAS certified suppliers (% of total)

Data do not include AcegasApsAmga and Marche Multiservizi

2014
55.0%
2015
52.0%
2016
58.0%
2017
60.6%
2018
65.7%
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Value of supply from OHSAS 18001 certified suppliers (% of total)

Data do not include AcegasApsAmga and Marche Multiservizi

2014
45.7%
2015
44.2%
2016
49.5%
2017
51.8%
2018
56.8%
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Value of supply from SA8000 certified suppliers (% of total)

Data do not include AcegasApsAmga and Marche Multiservizi

2014
18.4%
2015
23.4%
2016
25.8%
2017
24.1%
2018
33.2%
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Value of supplies from local suppliers (% of total)

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

2014
66%
2015
68%
2016
69%
2017
66%
2018
69%
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No. students involved in environmental education programmes
2014
64,255
2015
78,127
2016
96,034
2017
99,482
2018
106,547

Environment and Future Generations

 
DataFoglia - Ambiente e generazioni future
2014
2015
2016
2017
2018
tabella
Energy produced from renewable sources (included waste to energy plants 51%)
2014
786
2015
824
2016
616
2017
607
2018
600
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Energy produced from renewable sources (included waste to energy plants 51%) and from similar sources
2014
1,473
2015
1,661
2016
1,470
2017
1,366
2018
1,289
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Portion of energy produced from renewable sources (incl. waste-to-energy at 51%)
2014
32.9%
2015
32.5%
2016
31.3%
2017
30.3%
2018
30.4%
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Portion of energy produced from renewable sources (incl. waste-to-energy at 51%) and similar
2014
67.1%
2015
67.8%
2016
68.7%
2017
67.5%
2018
65.4%
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Housing unit equivalents served by district heating (no.)
2014
83,061
2015
83,861
2016
84,987
2017
87,231
2018
88,225
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Vehicles using low environmental impact fuels (Methane, LPG, Electric powered) (% of total)
2014
18.5%
2015
20.1%
2016
21.0%
2017
22.1%
2018
22.8%
tabella
Waste-to-energy plant emission levels vs. legal limits (real concentrations/legal limits: optimal value <100%)
2014
14.4%
2015
14.9%
2016
14.1%
2017
14.5%
2018
13.8%
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Intensity index of greenhouse gas emissions (kg/MWh)

Data do not include Marche Multiservizi and AcegasApsAmga

2014
535
2015
628
2016
567
2017
527
2018
527
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Quality of treated water vs. legal limits (real concentrations/legal limits: optimal value <100%)

From 2009 to 2011 data do not include Marche Multiservizi

2014
38.2%
2015
43.3%
2016
42.1%
2017
39.0%
2018
34.7%
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Compliance of treated water with legally established limits (optimal values <100%; excluded nitrogen and total phosphorus)
2014
21.6%
2015
34.0%
2016
27.2%
2017
29.7%
2018
26.0%
tabella
Non invoiced water (physical and administrative loss in the civil aqueduct)
2014
31.3%
2015
31.6%
2016
31.6%
2017
30.6%
2018
-
tabella
Non invoiced water (physical and administrative loss in the civil aqueduct) national average (Source: Legambiente Ecosistema Urbano)
2014
34.6%
2015
38.3%
2016
35.0%
2017
36.0%
2018
-
bandierina
Acqua non fatturata (perdite fisiche e amministrative dell'acquedotto civile): mc/km di rete/giorno
2014
10.0
2015
10.3
2016
10.3
2017
10.2
2018
-
tabella
Urban waste collected (thousand tons)
2014
2,027.8
2015
2,031.9
2016
2,046.8
2017
2,039.0
2018
1,980.3
bandierina
Separate waste collection
2014
54.0%
2015
55.4%
2016
56.6%
2017
57.7%
2018
62.5%
tabella
Separate waste collection, national average (Source: Ispra)
2014
45.2%
2015
47.5%
2016
52.5%
2017
55.5%
2018
-
tabella
Separate waste collection, North Italy average (Source: Ispra)
2014
56.7%
2015
58.6%
2016
64.2%
2017
66.2%
2018
-
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Kilos of separate waste collection per capita
2014
351
2015
356
2016
367
2017
378
2018
410
tabella
Kilos of separate waste collection per capita, National average (Source: Ispra)
2014
221
2015
231
2016
261
2017
272
2018
-
tabella
Kilos of separate waste collection per capita, North Italy average (Source: Ispra)
2014
281
2015
287
2016
328
2017
333
2018
-
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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 ).

2014
13.3%
2015
8.6%
2016
7.6%
2017
7.0%
2018
4.5%
tabella
Portion of urban waste collected for disposal via landfill (% total collected solid waste) National average (Source: Eurostat)
2014
34%
2015
30%
2016
28%
2017
26%
2018
-
tabella
Portion of urban waste collected for disposal via landfill (% total collected solid waste) European Union average (Source: Eurostat)
2014
28%
2015
26%
2016
25%
2017
24%
2018
-
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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 2018 is equal to 38,6%, in line with virtuous EU countries performances (from 31% to 53% data source Eurostat 2017) that privilege recycle and reuse.

2014
33.8%
2015
38.5%
2016
37.8%
2017
40.5%
2018
38.6%
tabella
Quota of urban waste collected: recovery-recycle (% of total urban waste collected)
2014
52.9%
2015
52.9%
2016
54.5%
2017
52.5%
2018
56.9%

Page updated 7 May 2018

 
 
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