Hera’s commitment to developing listening and dialogue initiatives with respect to our stakeholders has been evident in our actions throughout 2005 and during early 2006.
During this period, Hera carried out its first internal climate survey, with the involvement of the entire workforce of the group. Hera’s
aim is to periodically carry out this study to monitor and control the quality of “ working at Hera”.
A further action of 2005 at Hera was the first customer satisfaction survey, with the involvement of residential and business customers. The study was repeated in the early months of 2006. Involvement has not only regarded the Hera workforce and customer base. Early 2006 also saw a number of important involvement initiatives targeting other classes of stakeholder (suppliers, shareholders, public administration and environmental groups) via focus groups and interviews.
Special mention must be made of the decision of May 2005 to set up a Residential Advisory Board in the vicinity of the waste-to-energy plant in Ferrara. This is an important involvement initiative, indicating action in keeping with our policy of transparent management and openness with respect to legitimate demands concerning information and awareness of the environmental impacts of the plants managed by Hera.
The results of listening actions targeting stakeholders (included in this section of the report) are a resource. Indeed, Hera is committed to exploiting this resource efficiently over the coming years.
Hera has planned and, in very many cases, activated specific projects for improvement in this direction.
See the following sections for details on the projects and objectives Hera intends to work on and achieve
with respect to all stakeholder classes.
In 2005, Hera Ravenna organised and implemented a yearly plan for meetings with local stakeholders (mayors, representatives from the boroughs, providers of tourist information and services, trade associations, consumer associations etc.) to look into issues of interest to the general public.