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Others dialogue and consultation initiatives

As is by now tradition, in 2011 the Chairman and Chief Executive Officer once again met with the entire workforce to present the business plan and the results of the annual customer satisfaction survey: 16 meetings were held in the various areas. The involvement of trade unions also continued on commitments related to corporate social responsibility.
Further, in 2011 a survey on employees' perceived quality of internal services (facility management, canteen and information systems) was carried out through a questionnaire issued to a sample of approximately 650 employees.

Internal services survey

Amongst the internal climate improvement actions defined in 2009 was a survey on the perceived quality of internal services (facility management, canteen and information systems). After interviews were conducted with the managers of the services involved, and focus groups were formed on a sample of employees who manage services and users, in the first months of 2011, a questionnaire was issued to a sample (around 10%) of the company population. An analysis of nearly 400 completed questionnaires (58% of those distributed) showed satisfaction which, on a scale of 1 to 10, goes from 5.9 points for facility to 6.9 points for canteen, from 6.2 points for applications management to 6.6 for the IT helpdesk. The satisfaction with facility management is above satisfactory in all areas except for Bologna and Modena, and it was found that there is little knowledge of procedures for reporting disservices and a low information level on planned maintenance. Satisfaction with the canteen service is good in all territories, with a positive opinion of the cleanliness of the premises, the quality and variability of the menu, the operator's ability to respond to various requirements, and the efficiency and courtesy of the workers.
The helpdesk also reached a good overall score (6.6) thanks to a good perception of the handling of issues, the operators' ability to respond with the proper knowledge and skills to the issues posed and, in general, to know how to suitably respond to requests and achieve the necessary results: problems remain in the management of "suspended tickets", especially if this depends on the impossibility of contacting the person who sent the ticket. Finally, satisfaction for applications maintenance is moderate, and it is deemed that support provided during the request's progress can be improved.
On the basis of those results, 13 improvement actions were defined, planned and assigned to a person in charge, including technical and organisational improvements in internal services, and better provision of information and communication on the procedures for accessing and making use of those services. Nine of these thirteen actions had been fully carried out at the end of 2011, and the remaining four are expected to be complete within the first half of 2012.

As usual, beginning in March 2011, for the sixth consecutive year, 16 meetings were held in fewer than 3 weeks, during which the Chairman and the Chief Executive Officer explained the Group's business plan, offering a panorama of the competitive scenario and the Group's most significant projects; they also presented the results of the annual customer satisfaction survey. At the end of the meetings, attendees were able to ask questions regarding the various topics related to the company's life. The meeting layout was partially updated: more welcoming rooms were prepared, presentations were simplified, it was possible to ask questions anonymously and video contributions were introduced to make the meetings more involving and participatory.

In line with the provisions of the Group's supplementary agreement, and continuing the actions taken in previous years, trade unions were involved regarding the results published in the Sustainability Report 2010. The initiative was further developed during two meetings when the methods for drawing up the Report and corporate social responsibility tools were explained. Furthermore, involvement initiatives were launched on the topic of safety, and the initiatives planned during the year through the LaborHera study, set forth in the supplementary labour agreement signed in March 2010, were presented.