CONTENTS
- LETTER FROM THE CHAIRMAN OF THE BOARD
- LETTER OF THE MANAGING DIRECTOR
- READING THIS REPORT
- DRAWING UP THIS REPORT
- 1.1
HERA TODAY - 1.2
HISTORY - 1.3
SERVICES MANAGED - 1.4
MISSION AND CHARTER OF VALUES: SHARING OF MISSION AND VALUES ALREADY UNDERWAY- 1.4.1
MISSION - 1.4.2
CHARTER OF VALUES
- 1.4.1
- 1.5
MANAGING SUSTAINABILITY - 1.6
THE INSTRUMENTS OF GOVERNANCE- 1.6.1
CORPORATE GOVERNANCE - 1.6.2
ORGANISATION - 1.6.3
GOVERNING CORPORATE SOCIAL RESPONSIBILITY
- 1.6.1
- 4.1
OBJECTIVES AND PERFORMANCE - 4.2
STAFF BREAKDOWN - 4.3
TURNOVER - 4.4
DIVERSITY AND EQUAL OPPORTUNITIES - 4.5
TRAINING - 4.6
PAY, SALARIES AND BONUSES - 4.7
HEALTH AND SAFETY - 4.8
INDUSTRIAL RELATIONS - 4.9
INTENAL COMMUNICATION - 4.10
CULTURAL ASSOCIATIONS
- 5.1
OBJECTIVES AND PERFORMANCE - 5.2
CUSTOMER BASE (COMPOSITION - 5.3
CUSTOMER LOYALTY BUILDING - 5.4
TARIFFS AND BILLING - 5.5
SERVICE QUALITY - 5.6
QUALITY OF DRINKING WATER - 5.7
SERVICE SAFETY - 5.8
CUSTOMER RELATIONS
- 6.1
OBJECTIVES AND PERFORMANCE - 6.2
COMPOSITION - 6.3
CORPORATE GOVERNANCE AND SAFEGUARDS FOR SHAREHOLDERS - 6.4
DISTRIBUTION OF DIVIDENS - 6.5
STOCK EXGHANGE SHARE PERFORMANCE - 6.6
RELATIONS WITH INVESTORS AND FINANCIAL ANALYSTS
- 8.1
OBJECTIVES AND PERFORMANCE - 8.2
COMPOSITION - 8.3
LOCAL COMMUNITY SPIN-OFFS - 8.4
QUALIFICATION AND ASSESSMENT OF SUPPLIERS - 8.5
TERMS OF BUSINESS - 8.6
SUPPLIER RELATIONS
- 9.1
OBJECTIVES AND PERFORMANCE - 9.2
COMPOSITION - 9.3
INNOVATION AND TECHNOLOGICAL DEVELOPMENT - 9.4
DIALOGUE WITH MUNICIPALITIES - 9.5
RELATIONS WITH AUTHORITIES
- 10.1
OBJECTIVES AND PERFORMANCE - 10.2
COMPOSITION - 10.3
COMMUNICATION - 10.4
ENVIRONMENTAL EDUCATION - 10.5
MEDIA RELATIONS - 10.6
SPONSORSHIP AND DONATIONS - 10.7
ASSOCIATIONS AND HERA MEMBERSHIP - 10.8
LEGAL PROCEEDINGS
- 11.1
OBJECTIVES AND PERFORMANCE - 11.2
L'IMPATTO AMBIENTALE - 11.3
ENERGY PRODUCTION - 11.4
ENERGY CONSUMPTION - 11.5
DISTRICT HEATING - 11.6
PRODUCTION AND DISTRIBUTION OF WATER - 11.7
WASTEWATER TRETMENT QUALITY - 11.8
ATMOSPHERIC EMISSIONS - 11.9
GREENHOUSE GAS EMISSIONS - 11.10
WASTE COLLECTION - 11.11
SEPARATE WASTE COLLECTION - 11.12
WASTE DISPOSAL - 11.13
WASTE PRODUCED BY HERA