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Sustainability

Hera's multi-stakeholder approach forms part of the Group's mission and encompasses the long-standing tradition of sustainable management of public services inherited from the companies that now form part of the Group.

This "DNA" has shaped the way that Hera's activities are organised and managed and recently regulated into a new ethics code which informs the actions of all the main Group components.

Company function organisation reflects the relevance of sustainability and the continued dialogue with the key Group counterparts: the corporate social responsibility CSR unit, QSA control system, external relations, and investor relation functions were submitted directly to the company heads to guarantee continuous, qualified, and transparent communication.

The introduction of a remuneration-incentive scheme based on a balanced scorecard and strategic planning that sets targets (including sustainability policy targets) was to guarantee the commitment to continuously improve the main key performance index over the last five years.

Indicators

2007

2006

2005

2004

2003

2002

Added value^ (ml€)

797.8

792.4

715.4

535.5

408.0

367.7

Training hours per person

24.3

20.1

18.5

17.2

13.5

14.1

Accident frequency indices*

42.5

47.5

50.1

56.8

67.6

73.2

Average waiting time for answer from call center(sec)

46.2

34.5

70.2

102.9

-

-

Amount from local suppliers (% of total)

62%

70%

70%

-

-

-

Amount from suppliers certified ISO9001 (% of total)

68%

60%

61%

-

-

-

% of EE produced by renewable sources** and similar

69.8%

71.4%

68.0%

72.4%

87.2%

94.5%

Emissions of the WTE with respect to regulatory limits***

23.7%

25.0%

28.5%

27.5%

29.1%

-

Separate waste collection**** 

38.6%

33.5%

30.9%

34.0%

29.3%

26.2%

Low environmental impact vehicles***** (% of total)

32.0%

25.4%

13.0%

13.9%

13.3%

-

^ 2005 data includes Meta, 2006 and 2007 data include Aspes.
* Calculated as number of accidents/hours worked x 1,000,000
** Includes the waste to energy production
*** Calculated as effective concentrations/regulatory limits (optimal value <100%)
**** Calculated using the DPCM [Prime Minister's decree]
***** Methane, electric power and biodiesel

The Group has always drafted a Sustainability Report which highlights the results of the social and environmental policies carried out. The development of these policies over the last 5 years has led to the Group increasing the added value for the stakeholders 2.25 fold, up to Euro 800 million.

The significant improvements in the certification of the plants and the systems managed by the Group, and the increasing attention to energy saving and the reduction of pollution are just some examples of the efforts made and the future commitments included in the company plans regarding environmental matters that are especially important due to the intense use of water, energy, and environmental resources in the management of public services.

Over the past 5 years, significant investments and improvements have been made in customer assistance services through the establishment of more efficient call centres, integrated CRM (customer relation management) systems, and improved sales branches, in order to exploit the real potential for further growth in the energy and environmental services, among other things.

The sustainable model was improved by continuously engaging with and supporting the people that work at Hera who are a key factor in its success. The Group has invested heavily in this resource in terms of involvement in management and profit sharing, professional growth, protection of rights and equal opportunities, and work safety.

The continued efforts to increase value for the stakeholders has underlain Group policies to date and will remain the guiding principle in the future management of the Group.