Slide 1: Hera Group Summary of 2013 sustainability annual report
HERA GROUP Gruppo for sustainability Summary of 2013 sustainability annual report Results of 11 years in the business
Slide 2: Gruppo
Gruppo
Slide 3: Commitment to sustainability
Commitment to sustainability Once again this year the Sustainability Report pages, where the figures for 2013 are compared represents an opportunity to outline the with figures from the first years of Hera Group activities carried out by the company in relation activity. Recycling has doubled since
Slide 4: Our customers
2 GRUPPO HERA Compliance with AEEG service standards and Our customers service charter (gas, electricity, integrated water services, and district heating) Careful attention to standards of behavior in terms of business conduct as well as the quality and safety of services The attention the Hera Grou
Slide 5: Customer service quality and satisfaction indicators
KEY PERFORMANCE RESULTS 3 Gas emergency maintenance: % of calls with a response Average wait time at call centers: time of less than 60 minutes and arrival time in minutes residential clients (seconds) Excluding AcegasAps and Marche Multiservizi Average wait time at call centers: business clients (s
Slide 6: Hera employees
4 GRUPPO HERA Hera employees Open-ended contract workers (% yearly average of total workers) Stability, workplace security, training and valorizing difference There are multiple figures capable of attesting to the way the Hera Group has focused more and more attention on its employees over the years
Slide 7: Internal climate, accident frequency and training
KEY PERFORMANCE RESULTS 5 Internal climate index Accident frequency rate (Score from 0 to 100) (number of accidents/hours worked x 1,000,000) *Excluding AcegasAps Employees of OHSAS 18001- certified Group companies (%) *Excluding AcegasAps Average training hours per capita *Excluding AcegasAps Emplo
Slide 8: Suppliers and the local community
6 GRUPPO HERA Lowest-price calls for tenders Suppliers and the local (% of total) community Numerous initiatives promoting social responsibility in the supply chain and for the local community Since 2006, Hera has introduced the economically most advantageous criterion in assigning competitive bids
Slide 9: Supplier certifications and local supply value
KEY PERFORMANCE RESULTS 7 Value of supplies from Value of supplies from Value of supplies from Value of supplies from ISO9001-certified ISO14001/EMAS- OHSAS 18001-certified SA8000-certified suppliers certified suppliers suppliers suppliers (% of total) (% of total) (% of total) (% of total) Value of
Slide 10: The environment and future generations
8 GRUPPO HERA The environment and future Energy produced from renewable sources (including 51% waste-to-energy plants) (GWh) generations PLANTS PLANT PLANT Our commitment to developing PLANTS PLANTS PLANTS renewable energy sources and reducing the use of landfills continues The local territory repre
Slide 11: 72% of energy produced from renewable and assimilated sources
KEY PERFORMANCE RESULTS 9 Energy produced from renewable Energy produced (including 51% waste-to-energy treatment) and “assimilated” (GWh) sources ) (GWh) PLANTS PLANTS PLANTS PLANTS PLANTS PLANTS PLANTS ELECTRIC PLANT THERMAL TOTAL 72% of energy produced equal to the consumption of 440.000 families
Slide 12: Quality of water purification
10 GRUPPO HERA One key performance factor in the production Quality of purified water as compared to legal and distribution of water is the quality of limits (effective concentration/legal limits: ideal value <100%) (COD, BOD5, wastewater treatment, a service that Hera SST, ammonia nitrogen) provide
Slide 13: Waste disposal, landfill use and recycling
KEY PERFORMANCE RESULTS 1 1 Wastes disposed of in plants with ISO 14001 certification and EMAS registration (% of total) Use of landfills for urban waste in decline and below the European average (% of total) LANDFILL WASTE TO ENERGY RECYCLING Recycling (% of total) *Excluding AcegasAps
Slide 14: Economic responsibility
12 GRUPPO HERA Operational investments Economic responsibility (millions of Euros) Improving results and increasing Average 2002 – 2013: investment despite ongoing unfavorable 317.5 mln economic circumstances Added value, namely the wealth produced by a company and redistributed to its stakeholders,
Slide 15: Added value and investments 2002-2013
KEY PERFORMANCE RESULTS 1 3 Investments 2002 – 2013: 3.8 bln € Added value (millions of Euros) Gas Water Other services Electric Waste Added value on the territory (millions of Euros) “ 80% Of added value distributed on the territory ” Added value distributed to the stakeholder from 2002 to 2013: 10
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