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Main dialogue and consultation initiatives

Main dialogue and consultation initiatives
StakeholdersMain classesKey issuesMain dialogue and consultation initiatives
Workforce
  • Employees
  • Non-employee workforce
  • Trade unions
Stability, internal climate, training, career advancement, bonuses, remuneration, life/work balance, safety, internal communication
  • Biennial internal climate survey: fourth survey carried out in 2011 (3,906 questionnaires filled in, equal to 63% of those sent)
  • Survey on the perceived quality of internal services: in the first months of 2011, a questionnaire was issued to a sample (around 10%) of the company population (378 questionnaires filled in, equal to 58% of those sent)
  • Meetings of the Chairman and Chief Executive Officer to illustrate the business plan to all staff (16 meetings held in March 2011, with all staff)
  • Improvement groups: the work groups launched in 2010 concluded in 2011
  • “Passaparola” (“Word of mouth”) project defined, for “top down” communication to employees. In the fourth quarter of 2011, the first cycle was completed, with approximately 2,000 employees participating in roughly 100 meetings
  • Meetings to present the Sustainability Report 2010 (involving approx. 500 workers)
  • Application of the Group’s Supplementary Collective Labour Agreement signed on 24 March 2010: LaborHERA (technical study for organisational and work quality innovation) met three times in 2011
Customers
  • Residential customers
  • Customer bases in areas served
  • Business customers
  • Consumer groups and trade associations
Service quality, tariffs, transparency, safety, service reliability, communication and information
  • Residential and business customer annual survey: approximately 3,000 interviews of residential customers, a stratified sample by local area, consumer range and service, 1,300 interviews of the various types of business customers, a stratified sample by local area and turnover
  • Customer satisfaction survey for technical intervention requests (e.g., opening or moving a meter) or estimates regarding network services: 983 interviews carried out, stratified by local area and service
  • Survey of the satisfaction of customers with the district heating service: 399 customer interviews conducted
  • In application of the joint mediation procedure, 74 requests for mediation were received from customers in 2011
  • In April 2011, the creation in the entire area of the new direct contact channel with consumers’ associations (single contact person, dedicated telephone number and email) was completed. 365 cases were managed through this channel. In 2011, 16 meetings were held with the associations involved, in the seven areas in which Hera operates, to define and subsequently reanalyse the new contact channel
Shareholders
  • Public shareholders
  • Institutional investors
  • Private investors
  • Financial community
  • Ethical funds
Dividends, share performance, investor relations , corporate governance aligned with best practices
  • Investor Relations activities: meetings with 330 investors
  • Participation in the Oddo Environment Forum which takes place each year in Paris; meeting with over 20 ethical investors
  • The yearly publication of the calendar of corporate events
  • Real-time publication in Italian and in English of communications such as approval and publication of financial statements, quarterly and interim reports, business plans and significant operations, on the Group’s website, in the Investor Relations section
  • An important international road show carried out in 2011 to meet approximately 10 “SRI” investors, amongst the largest in this category in Europe
  • A weekly chat which allows the company to interact in real time with users
  • Increased participation of shareholders in the meeting held on 29 April 2011: shareholders representing 80% of the share capital participated
Financial institutions
  • Banks
  • Bond market
Continuity of relations, long-term solidity of equity 
Suppliers
  • Suppliers of goods and services and temping agencies
  • Qualified suppliers
  • Local suppliers
Continuity of relations, qualification, bargaining conditions, payment deadlines
  • Meetings with representatives from the social cooperative world working in the areas served by the Hera Group, to share the 2011 results and for procedures to optimise projects for entry into the workforce
  • Help desk to assist suppliers on the e-procurement platform: approximately 10,000 requests were received, and 99% were resolved in the expected times
Public Administration
  • Reference local authorities: Municipalities, provinces, regions, their associations and local chapter
  • Regulatory and control bodies
  • Universities and research institutes
  • State agencies
Transparent communication, concern over local issues, compliance with the law, correct management practices, innovation, partnerships
  • Forms of structured dialogue with mayors present in each TOS
Local community
  • Local groups and associations
  • Trade associations
  • Average
  • Residents in the vicinity of production plants
  • Citizens’ committees
Support for initiatives, local investment, transparent communication, socially responsible corporate management
  • Comitato Consultivo della Comunità Locale (residential advisory board - RAB) in Ferrara and Imola
  • Convention in Modena on 18 May 2011 to present the 2010 Sustainability Report: 306 participants
  • Conventions for the presentation of the 2010 Sustainability Report to the local stakeholders of Imola, Ravenna, Cesena, Rimini, Ferrara and Bologna: 656 participants
  • There is an information desk at the Modena waste-to-energy plant which is open upon appointment, every Tuesday afternoon from 4 pm to 7 pm
  • In 2011, 120 guided tours of the waste to energy plants have been provided, with over 2,600 visitors
Environment and future generations
  • Environmental associations
  • Trade associations
  • Technicians and experts from other companies
  • Technicians and persons competent in environmental issues elected by the inspectorates
Production of energy from renewable sources, energy and water saving, district heating, water withdrawal, greenhouse gas emissions, atmospheric emissions, separate waste collection, waste disposal
  • Local initiatives to promote energy and water savings, the use of water from the network and separate waste collection

Hera's significant commitment to the development of stakeholder involvement initiatives is by now an internal element of the operational structure of the units handling the relations with various stakeholders.
The internal climate survey, the meetings of the Chairman and Chief Executive Officer with the workforce to present the business plan, the customer satisfaction survey, the RABs (Residential Advisory Boards), the meetings for the presentation of the Sustainability Report, and the new "top down communication" meetings are today consolidated actions which are integrated into the company's management; they are the "normal" analysis methods used to identify areas for improvement.
In the sections of this Report, the approach used and the results of the main dialogue and consultation initiatives carried out in 2011 are set forth by stakeholder category.