2012-2016 SUSTAINABILITY PLAN AND MID-TERM OBJECTIVES In this edition an info-graph has been used to briefly show the 2012-2016 Sustainability Plan: the targets fixed by the Group, in relation with the interests of the stakeholders and the mid-term objectives. Such objectives, consistent with the contents of the 2012-2016 Business Plan 15 (see paragraph Development and Strategic Plan) have TARGETS CUSTOMERS improve relations COMMUNITY express the Public SUPPLIERS enhance quality, with customers Utility mission environmental through the also through the protection and safety development involvement of social in the supply of of advanced environment goods, services and management works, increasing our Systems and suppliers know-how enhance the methods of contact improve digital meter raise the awareness of provide a vendor rating for performance for fair and customers/citizens on the operations of Industrial Areas quick invoicing of electrical proper use of water/energy provide a supply chain consumption resources monitoring tool for the GRI improve the energy bill layout; support artistic, cultural and G4 reporting activate web self-service; sporting activities benefiting develop the Green add features on APPs and the community Procurement for at least MID-TERM OBJECTIVES (2012-2016) possibility to obtain selfreadings (as well for segments) achieve and improve the technical commercial quality improve promptness and completeness of online contents, facilitating the access 50% of categories of goods, included in NAP parameters regulated schedule the sponsorships/ progressively by AEEGSI donations in accordance with increase the level of the the specific executive rule of commercial toll-free number the Group (Communication service: by minimum 80% Plan) include on the website of Acea organise access and Ato 2 the main water quality consultation services of parameters by geographical online data referring to high- areas of Rome and its province environmental impact plants diversify payment methods for customers simplify request dispatch from clients (by text messages) 15 Acea SpA Board of Directors approved the Corporate Group Business Plan for the period 2012-2016 during the session of 22 nd February 2012. 30 ACEA 2013 SUSTAINABILITY REPORT THE CORPORATE IDENTITY STRATEGY AND SUSTAINABILITY
been drawn up and upgraded in 2013, by the heads of the industrial areas and the Functions involved and approved by the C.E.O. The table below shows the objectives and the main actions carried out during the year, analysed in-depth in the chapters of this document. PERSONNEL primary objective shall SHAREHOLDER support management COMPANY make the companies ENVIRONMENT develop advanced be the professional to the identification of the Group state- methods of development and and assessment of of-the-art entities management of the enhancement of potential risks for the towards technological environmental human resources business innovation and cutting- variables guarantee consistency keep the governance edge processes and with workers rights, system at the highest products particularly focusing levels for transparency on safety, and assure and fairnes a comfortable work environment implement a Human monitor adequacy and develop electric mobility extend the use of Management Resource System based on functioning of the Internal within the city of Rome Systems certified in accordance impartial merit criteria, first Control and detect the modernisation of electric with ISO 14001 (Environment) targeted on managers and compliance with applicable grids through implementation and ISO 50001 (Energy) executives to be extended laws and regulations, with of «Smart Grid» applications standards progressively internal procedures and after conclusion of the organise events with low create a work context and ethical principles project promoted by AEEGSI environmental impact in an organisational culture promote financial Rome IP Network: develop accordance with ISO 20121 aimed at supporting the communication addressed massive installation of LED supply green energy for IP of importance of merit and to the market in compliance lamps by 2020 Rome diversity with the principles of Lower consumptions: promote a model of accuracy, transparency - 10% drinking water for industrial relations based and equality in information domestic use on prevention of internal disclosure amongst all - 3% electricity for domestic conflicts and on raised concerned subjects use ability of interaction towards (miscellaneous public, - 5% fuels for vehicles and external players analysts, Italian and foreign heating investors) reduction by 1% of water keep up-to-date lists of «leakages» in water distribution main risks for Acea and its networks subsidiaries using the CRSA reduction by 1.5 % of energy model (Control risk self losses due to Joule effect (grid assessment) physical losses) in the electric distribution network of Rome monitor the CO 2 emissions in order to estimate the carbon footprint and plan possible interventions promote energy generation from renewable sources and low CO 2 emission technology ACEA 2013 SUSTAINABILITY REPORT THE CORPORATE IDENTITY STRATEGY AND SUSTAINABILITY 31
THE MID-TERM (2012-2016) SUSTAINABILITY OBJECTIVES AND CUSTOMERS AND COMMUNITY Reach and improve the technical and commercial quality parameters progressively regulated by the Authority for electricity, gas and water system (AEEGSI) Increase the level of the commercial toll-free number service by minimum 80% Include on the website of Acea Ato 2 the main quality water parameters by geographical areas of Rome and its province WATER AREA - Acea Ato 2 Diversify payment methods for clients Simplify the request dispatch from clients (by text messages) WATER AREA - Acea Ato 5 Improve the energy bill layout; activate web self-service; add features on APPs and possibility to obtain self-readings (as well for segments) ENERGY AREA - Acea Energia Improve digital meter performances to enhance a fair and fast billing of electrical consumption Raise the awareness customers/citizens on the proper use of water/energy resources Schedule the sponsorships/donations (in accordance with a specific executive rule of the Group) Support artistic, cultural and sporting activities benefiting the community Improve promptness and completeness of online contents, facilitating access Organise access and consultation services of online data referring to high-environmental impact plants ENVIRONMENTAL AREA Companies are replying to the consultation documents provided by the national Authority of the sector. Goal reached. Goal reached. Activation of payment via LIS (Lottomatica Italia Servizi). Self-reading via text messages. Launch of the new free-market bill. Web Billing: bills display on the website aceaenergia.it or sent through email (service dedicated to customers with direct debit). Online tutorial services have been activated to show features and usage tolls of each service. Upgrade of Apple IOS 7. Extension of self-reading data to web channels, apps, IVR. Campaign of self-reading communication (videos, web, bill, etc.) Systematic analysis of problems linked to easy reaching and experimentation of possible solutions. The company laid the ground for a series of projects among which a three-year agreement with Eataly, envisaging, from 2014, important initiatives to raise the awareness of citizens towards the value of water resource and quality food. Drafting of Communication Plan scheduling around 80% of donations and sponsorship envisaged in the Plan. Interventions mainly affected the cultural and sporting fields, in countertrend with the economic crisis effects that saw a significant decrease in investments in these two sectors. Undergoing study of web identity definition through a more pronounced use of sustainability Access and consultation services of online data referring to emissions of waste to energy plants have been created. SUPPLIERS Provide a vendor rating for operations related to Industrial Areas HOLDING - Safety and Protection Function Provide a supply chain monitoring tool for the GRI G4 reporting A vendor rating model has been defined with implementing regulation for electric, water and electro-mechanical works; 70 inspections took place (with regard to contractors with works underway). Within the vendor rating operating in Acea Distribuzione 902 inspections on operating sites have been carried out. Within the Environmental Area inspections have been carried out on suppliers of main technological components employed for the revamping of the waste to energy plant in Terni (A.R.I.A.) and for the plant of Orvieto (SAO). Inspections on site by Acea Ato 2 have begun. Arrangement of a shared model to monitor the supply chain: a first draft shall be issued by 31.12.2014. Pursuing participation in the Working Group Sustainable Supply Chain, activated within the Global Compact Network Italia to implement a monitoring tool of sustainable performances carried out by the companies dealing with the supply chain of the Network members. 32 ACEA 2013 SUSTAINABILITY REPORT THE CORPORATE IDENTITY STRATEGY AND SUSTAINABILITY
Develop the Green Procurement for at least 50% of categories of goods, included in NAP HOLDING Purchasing and Logistics Function Introduction of a pilot tool, called «Green Flag» to be used when indicating sustainable products and services, in completing Purchase Orders. Recommendations to Minimum Environmental Criteria in Special Tender Specifications of some categories of goods, have been integrated. Energy-efficiency and dematerialisation criteria have been employed to assess technical offers in large size calls for tenders. PERSONNEL Implement a Human Resource management System based on impartial merit criteria, first targeted to managers and directors, to be extended progressively Create a work context and an organisational culture aimed at supporting the importance of merit and diversity Promote a model of industrial relations based on prevention of internal conflicts and on raised ability of interaction towards external players 451 CVs of Managers and Directors plus 2,435 CVs of Employees and Workers have been integrated in the Group s centralised database. Overall assessment of 207 Management/Middle Management positions has been completed. Management Training: two experiential training courses have been organised: Essere leader - 108 hours and 136 individuals involved - and La Squadra nel Gruppo Acea 72 hours and 111 individuals involved. Training on Code of Ethics and Privacy (Legislative Decree 196 of 2003): within the training framework of all the Group s employees, roughly 300 workers of companies Acea Ato 2 and Acea Ato 5 have been trained. Launch of the individual coaching project addressed to directors and managers of the Network Area (15 individuals). Participation in the Training Project Talent Training Programme, with 50 individuals involved and for a total amount of 1,104 training hours. Creation of a cross-functional Working Group on diversity and welfare-related issues. Agreements on increase of performance, quality, and competitiveness for the companies of Acea Group (historical Boundary), Acea8cento and those falling within the Environmental Area, have been undersigned. Signing of the agreement to renew the electric contract. Signing of the agreement to renew the gas-water contract. Signing of the agreement to renew the Company Collective bargaining Agreement Acea8cento (call center). Completed review of agreements for the regulation of working hours in Acea8cento. Precautionary information and consultation of Trade Unions on all the changing processes of the Group organisational structures. Conclusion of regulating process of relations between the Company and the workers health and safety representatives. SHAREHOLDERS AND CAPITAL PROVIDERS Monitor adequacy and functioning of the Internal Control System and detect the compliance with applicable laws and regulations, with internal procedures and ethical principles HOLDING Audit Function Keep up-to-date lists of main risks for Acea and its subsidiaries using the CRSA model (Control risk selfassessment) HOLDING Audit Function Promote financial communication addressed to the market in compliance with the principles of accuracy, transparency and equality in information disclosure among all concerned subjects (miscellaneous public, analysts, Italian and foreign investors) HOLDING Investor Relations Function Support to the Supervisory Board (holding company and subsidiaries) in the upgrade of Organisation, management and control Models and control of their adequacy. Support to the Ethics Committee on the implementation and compliance with the principles defined in the Group Code of Ethics (activity on whistle-blowing has been reported) Pursue and monitor training on the Code of Ethics and Legislative Decree 231/01. Whistle-blowing procedure for activities of receipt, assessment and controls has been overseen. Reports on main risks shared with the Board of Directors, the Audit Committee and the Board of Statutory Auditors have been arranged. Adoption of trends for the arrangement of risk based reports of Audit Function. Meetings with more than 250 equity investors, buy side analysts and credit investors/analysts took place. In occasion of the approval of the annual and mid-term balance results, conference calls with the market and financial journalists have occurred. «Spazio Azionisti» constantly updated on the official website with economic and financial information. Attention to relations with ethical investors, promptly replying to requests of information by sector operators interested in Acea s shares. ACEA 2013 SUSTAINABILITY REPORT THE CORPORATE IDENTITY STRATEGY AND SUSTAINABILITY 33
INSTITUTIONS AND COMPANY Develop electric mobility within the city of Rome Modernisation of electric networks through implementation of «Smart Grid» applications after conclusion of the project promoted by AEEGSI Public lighting network in Rome: develop massive installation of LED lamps by 2020 NETWORK AREA Acea Illuminazione Pubblica Installation of the first 12 (by 100) charging stations duly authorised. Modernisation of electric networks through implementation of «Smart Grid» applications has continued, as per the project. The project Smart Network Management System (network technological innovation) has been pursued. Continuation of the Project ORBT (Ottimizzazione della Rete di Bassa Tensione Optimisation of the LV grid): the application provides the detection of critical conditions in the single network segments and the identification of fluctuations to optimise the functioning, balancing the loads. Signing of a memorandum of understanding among Acea, Fastweb and Telecom with the scope of extending, in the territory of Rome, the ultra-wideband network, allowing Internet connection at speed 100 Mbps. Acea, together with other entrepreneurial entities, was awarded, thanks to the project RoMA (Resilience enhancement of Metropolitan Area) - the announcement Smart cities, Communities, Social Innovation launched by the Ministry for Education, University and Research, whose purpose is to develop a Security Centre in Rome with urban facilities, in the territory, in traffic and in infrastructure, capable of supplying state-of-the-art network services. Procedure for call for tenders for the purchasing of a first lot of 15,000 lamps has been activated. ENVIRONMENT Extend the use of Management Systems certified in accordance with ISO 14001 (Environment) and ISO 50001 (Energy) standards Organise events with low environmental impact ISO 20121 HOLDING External relations and Communication Function Supply of green energy for IP of Rome NETWORK AREA Acea Illuminazione Pubblica Lower consumptions: - 10% drinking water for domestic use - 3% electricity for domestic use - 5% fuels for vehicles and heating HOLDING Reduction by 1% of water «leakages» in water distribution networks WATER AREA Reduction by 1.5 % of energy losses due to Joule effect (grid physical losses) in the electric distribution network of Rome Monitor of CO 2 emissions from processes in order to estimate the carbon footprint and plan possible interventions Promote energy generation from renewable sources and low CO 2 emission technology ENERGY AREA - Acea Produzione Energy Management System new certifications ISO 50001: - ARSE; - Acea Distribuzione; - Acea Illuminazione Pubblica. Environmental Management System new certifications ISO 14001: - Acea Ato 5; - CREA GESTIONI Srl. Acea Ato 2 started procedures to obtain certification for Environmental Management System ISO 14001. Implementation of an integrated safety and environmental management system in Kyklos, Solemme and Aquaser has continued. already-certified management systems have been held. In 2014 the first event organised in compliance with ISO 20121 standards will take place experimentally, in occasion of the Annual Shareholders meeting. Ongoing commercial negotiations for the supply of green energy to fuel the IP network of Rome starting form 2015. Launch of a project to carry out energy analysis in electric Operating Centres, to determine the best energy-efficient systems in consumption. Launch of a project to replace light sources in squares where Primary substations are located, with LED lamps. Replacement of 300 Euro 3 vehicles with Euro 5 vehicles. Reuse in waste to energy plants of buffer tank water as slag cooling system instead of using external water. Scheduling of interventions for reduction in real water leakages in main aqueducts handled by companies of Water Industrial Area. The decision to utilise reduced-losses MV/LV power Transformers has been taken. Change in MV from 8.4 to 20 kv and in LV from 220 to 380 V. Optimisation of MV pattern network. Optimisation HV network (in cooperation with Terna). Cross-functional Working Group to monitor CO 2 emissions (carbon footprint) and report on Carbon Disclosure Project (CDP) has been created. Studies for modernisation of the plant in Tor di Valle and completion of district heating network in the southern area of Rome. 34 ACEA 2013 SUSTAINABILITY REPORT THE CORPORATE IDENTITY STRATEGY AND SUSTAINABILITY