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ABOUT US
DIALOGUE WITH STAKEHOLDERS
ECONOMIC PERFORMANCE
WORKFORCE
CUSTOMERS
SHAREHOLDERS
FINANCIAL INSTITUTIONS
SUPPLIERS
PUBLIC ADMINISTRATION
LOCAL COMMUNITIES
THE ENVIRONMENT AND FUTURE GENERATIONS
APPENDICES
Credits
CONTENTS
LETTER FROM THE CHAIRMAN OF THE BOARD
LETTER OF THE MANAGING DIRECTOR
READING THIS REPORT
DRAWING UP THIS REPORT
ABOUT US
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
1.5
MANAGING SUSTAINABILITY
1.5.1
CORPORATE STRATEGY
1.5.2
THE BALANCED OBJECTIVES OF THE HERA GROUP
1.5.3
CORPORATE SOCIAL RESPONSIBILITY WITHIN HERA
1.6
THE INSTRUMENTS OF GOVERNANCE
1.6.1
CORPORATE GOVERNANCE
1.6.2
ORGANISATION
1.6.3
GOVERNING CORPORATE SOCIAL RESPONSIBILITY
DIALOGUE WITH STAKEHOLDERS
2.1
MAPPING HERA STAKEHOLDERS
2.2
INVOLVEMENT INITIATIVES
2.2.1
INTERNAL CLIMATE SURVEY
2.2.2
CUSTOMER SATISFACTION SURVEY
2.2.3
LISTENING AND DIALOGUE INITIATIVES AS PART OF THE REPORTING PROCESS FOR THIS REPORT
2.2.4
THE RAB AT FERRARA
RESULTS AND VALUE ADDED
3.1
ECONOMIC PERFORMANCE
3.2
ALLOCATION OF VALUE ADDED
WORKFORCE
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
CUSTOMERS
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
SHAREHOLDERS
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
FINANCIAL INSTITUTIONS
7.1
OBJECTIVES AND PERFORMANCE
SUPPLIERS
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
PUBLIC ADMINISTRATION
9.1
OBJECTIVES AND PERFORMANCE
9.2
COMPOSITION
9.3
INNOVATION AND TECHNOLOGICAL DEVELOPMENT
9.4
DIALOGUE WITH MUNICIPALITIES
9.5
RELATIONS WITH AUTHORITIES
LOCAL COMMUNITIES
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
THE ENVIRONMENT AND FUTURE GENERATIONS
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
11.8.1
WASTE-TO-ENERGY PLANT EMISSIONS
11.8.2
ATMOSPHERIC EMISSIONS GENERETED BY DISTRICT HEATING
11.8.3
CORPORATE FLEET
11.9
GREENHOUSE GAS EMISSIONS
11.10
WASTE COLLECTION
11.11
SEPARATE WASTE COLLECTION
11.12
WASTE DISPOSAL
11.13
WASTE PRODUCED BY HERA
APPENDICES
GLOSSARY
ATTESTAZIONE DI CONFORMITA'
HERA ECO-TIPS