Goals and results

In Sustainability Report, every year, we declare our objectives for the future and report transparently on the results achieved. We define improvement commitments for each stakeholder category (value and development, sustainable resources, people, customers and citizens) and monitor their implementation year after year. You can consult objectives and results for each stakeholder category:

Growing and creating Value

4,275 million Euro of revenues
524 million Euro of investments
1,421 million Euro of added valued distributed
0.0925 Euro of dividends per share proposed, +197% share price increase in the last 5 years
3 Green Bonds for 1,500 million Euro invested in 40 environmental sustainability projects
8.3 million Euro invested in research and innovation projects 

 

TOPIC AREA ACTIONS CARRIED OUT IN 2019 FUTURE GOALS

Value and economic development for local areas

 

Competitiveness on the market

                  

 

 

524 million euro of investments

237 million euro in profits 

+10.1% dividend growth compared to 2018

Intensification of contacts with institutional investors and financial analysts (17 roadshows), also in new financial markets (Vienna), with first meeting dedicated to ESG investors

Continuous improvement of financial communications: redesign of the Green Bond section of the Group website

Sustainable finance:
• 531 million euro in new medium to long-term loans, of which 500 million euro through the 10-year Green Bond
• new “Climate Action & Circular Economy” EIB credit facility for 120 million euro
• new “committed” Sustainability linked revolving credit facility (RCF) for 150 million euro
• liability management operations to reduce the cost of debt: including the early repayment of loans amounting to 370 million euro positive annual audit of Green Bond issues by the appointed agency DNV GL 

Confirmation from the Fitch rating agency of the public Investment Grade rating of BBB for Iren and its bond issues

3.3 million euro of investments by 2024

~300 million euro in profits by 2024

+10% annual dividend growth

Further increase in contacts with institutional investors in new financial markets and with ESG investors

 

Continuous improvement of financial communications: redesign of the Green Investors section of the Group website

Sustainable finance:
• coverage of financial requirements to support the investments with a balanced relationship between short and medium/long term funds and focus on principles of sustainable finance
• optimisation of the debt portfolio with liability management activities aimed at reducing the cost of debt
• respect of the commitments undertaken to benefit investors and defined in the Iren Sustainable Financing Framework


Maintenance of the Investment Grade rating

Sustainable Resources

2.8 million tonnes of CO2 avoided
674,000 TOE saved
76% of electricity produced by environmentally friendly sources
67.3% of sorted waste collection (national average: 58.1%)
33.4% water network leaks (national average: 41.4%)
4.2% electricity grid losses (national average: 6.4%)

 

GOALS  ACTIONS CARRIED OUT IN 2019 FUTURE GOALS

 

 

 

 

 

 

 

 

Decarbonisation

Emissions 

Energy efficiency, renewable sources and district heating

Resilient cities

 

Reduction of emissions:

• -1% direct CO2 emissions from energy production plants compared to 2018
+31% CO2 emissions avoided through waste recovery compared to 2018
• 20,500 tCO2 avoided through improving the efficiency of public street lighting
• 12,744 tCO2 avoided through heat storage systems
• 76% of energy produced from renewable sources or similar
• prosecution of redevelopment works on the hydroelectric plants of Chiomonte and Susa
• investments in renewable resources

Increase in district heating volume 
+1.3% volumes connected compared to 2018
• prosecution of works to connect the Piacenza waste-to-energy plant to the district heating network
• interventions on the district heating network and on the Turin waste-to-energy plant to connect it with the Grugliasco network
• 15,000 cubic metres of heat accumulation capacity and launch of authorisation procedure for new storage systems

Energy efficiency:
• -7% of tonnes of oil equivalent (TOE) compared to 2018
• 5,689 TOE saved by LED lighting systems
• 12 energy redevelopment projects launched for public and private buildings
• high energy efficiency pumps in the main sewage pumping stations with estimated energy savings of over 36%
• completion of the “alternating cycle” process trial on the water treatment plants (estimated energy saving of around 40%)
• opening of the first biomethane from waste water sludge fuel station in Reggio Emilia and monitoring of biomethane-powered vehicles

Reduction of emissions:

• -3% direct CO2 emissions from energy production plants by 2024 compared to 2018
• 56% CO2 emissions avoided through waste recovery by 2024 compared to 2018
• 18,350 tCO2 avoided by 2024 through improving the efficiency of public street lighting
• 29,800 tCO2 avoided by 2024 through heat accumulators
• maintenance of at least 75% of energy production from renewable or similar sources by 2024
• investments in the hydroelectric sector with reduction in emissions of around 5,400 tCO2 by 2024

Increase in district heating volume 
• +12% volumes connected compared to 2018
• investments in new connections to the district heating network in all areas
• 23,600 cubic metres of heat accumulation capacity by 2024
• additional investments for the flexibility of heating systems to guarantee the greater efficiency and respond to the future challenges of the electricity market

 

Energy efficiency:
• -20% of tonnes of oil equivalent (TOE) by 2024 compared to 2018
• 7,200 TOE saved by LED lighting systems by 2024
• 40 additional energy redevelopment projects launched for public and private buildings by 2020
• cost-benefit analysis of the replacement of pumps at minor sewage pumping stations and relative installation and operation
• implementation of alternate cycle process on two water treatment plants

 

 

Circular economy: waste management, collection and reuse

Expansion of sorted waste collection and reduction of waste:

• +8% sorted waste collection (kg/inh/y) compared to 2018
• -6% unsorted waste collection (kg/inh/y) compared to 2018

Extension of “pay-as-you-throw” systems for waste management services to 212,000 residents (Reggio Emilia, Correggio, Carpaneto and Rubiera)

Increase in waste recovery: 
• +145,000 tons of waste treated compared to 2018 thanks to the acquisition and development of new plants 
• authorisation of three new plants for the treatment of organic waste with biomethane production
•authorisation of two new paper and plastic treatment and recovery plants

Increase in waste-to-energy production: +2.6% MWh per ton of waste treated compared to 2018

Expansion of sorted waste collection and reduction of waste:

• +8% sorted waste collection (kg/inh/y) by 2024 compared to 2018
• -24% unsorted waste collection (kg/inh/y) by 2024 compared to 2018

Extension of “pay-as-you-throw” systems to a further 85,000 residents

 
Increase in waste recovery: +1.2 million tons of waste treated in Group plants by 2024 compared to 2018

 

 


Increase in waste-to-energy production: +3% MWh per ton of waste treated by 2024 compared to 2018

 

 

Sustainable use of water resources

Reduction in water withdrawals from the environment for drinking water distribution:

• 1.4% fewer water network leaks in traditional areas compared to 2018
• -1% of water withdrawals per resident/day in traditional areas compared to 2018
• 52.1% of water network divided into districts

Qualitative and quantitative improvement of the waste water treatment capacity:
• 0.3% increase in waste water treatment capacity of the plants (PE) compared to 2018
• pollutant reduction in treated water: 94.4% BOD, 91.6% COD and 93.4% SST

Reduction in water withdrawals from the environment for drinking water distribution:

• 5% reduction in network leaks by 2024
• -5% water withdrawals per resident/day in traditional areas by 2024 compared to 2018
• division into districts of 76% (56% by 2020) of the water network 

Qualitative and quantitative improvement of the waste water treatment capacity:
• 16% increase in waste water treatment capacity of the plants (PE) by 2024 compared to 2018
• pollutant reduction in treated water: 94% BOD, 90% COD and 93% SST by 2024

 

Innovation and Smart Cities

Resilient cities

Resilient cities: definition of areas of intervention of the Just Iren project (data collection, transfer and processing, movement of waste, programming, logistics, invoicing, etc.), selection of sensors for the waste collection services (containers and vehicles), assessment of sensor integration for plants

76% of gas smart meters installed to improve the billing systems of the sales companies and monitoring by the customer

16% eco-vehicles on the total Group fleet 

151 distributed solar generation plants

Resilient cities: launch of the Just Iren project in Turin in 2020 with the progressive extension of the management system to all area of intervention defined to reduce the impacts of the collection service, logistics, administrative processes, control of services in the local area and the extension of the exact pricing method

95% of gas smart meters installed by 2024, to improve the billing systems of the sales companies and monitoring by the customer

35% eco-vehicles on the total Group fleet by 2024

2,000 distributed solar generation plants by 2024

 

Efficient and reliable services

Resilient cities

Improvement of the security level of the gas network:
• gas network inspected: 95% of the high and medium pressure network, 84% of the low pressure network
• installation and entry into service of 10 km of network
• leak searching linked to the replacement of electronic meters
• systematic leak detection in cast iron pipelines with hemp and lead joints
• replacement of 44 earth electrodes for cathodic protection of the steel network 
• upgrading of 35 rising mains
• 97.6% of emergency calls with on-site arrival times within 60 minutes

Improvement of the security level of the gas network:
• gas network inspected: 100% of the network under management
• upgrading of the gas network to replace the most obsolete sections (cast iron and steel pipelines) 
• continuation of searches for leaks linked to the replacement of electronic meters
• 99% of emergency calls with on-site arrival times within 60 minutes in the Emilia area
• 97% of emergency calls with on-site arrival times within 60 minutes in the Liguria area

 

Responsible management of business segments 

Reduction of impacts of electricity substations:

• electromagnetic field (EMF) safety checks on new or reconditioned substations
• implementation of EMF safety measures at electricity distribution plants
• installation of 52 new substations and reconditioning of 61 existing substations
• decommissioning and disposal of 12 pieces of equipment containing oil contaminated with PCB

Launch of authorisation procedure to send waste water from the Parma Integrated Environmental Centre (IEC) for chemical and physical treatment, reducing the production of liquid waste at external plants

Implementation of the QSE (Quality, Safety and Environment) Certified System:
• design of the QSE Certified System and launch of procedure to formalise processes for ACAM Acque, ACAM Ambiente and ReCos
• renewal of the QSE certifications for Iren Ambiente 
• certification verification of the former REI landfill site
• Quality and Safety certifications and maintenance of the Environment Certification for the TRM plant
• ISO 50001 certification for Iren Energia
• extension of Iren Laboratori’s QSE certifications to the Vercelli and La Spezia sites and activities

Reduction of impacts of electricity substations:

• prosecution of the design and construction of the new MV/LV substations and safety checks
• decommissioning and disposal of pieces of equipment containing oil contaminated with PCB/PCT

 

 

Implementation of the waste water channelling system at the Parma IEC treatment plant

 

Implementation of the QSE (Quality, Safety and Environment) Certified System:
• certification in line with standards ISO 9001, ISO 14001 and ISO for ACAM Acque, ACAM Ambiente and ReCos
• ISO 45001 certification for the Group's main companies
• extension of ISO 9001 and 45001 certifications of Iren Mercato to the former Spezia Energy Trading
• extension of ISO 9001, 14001 and 45001 certifications of Iren Ambiente to the former CMT and Ferrania Ecologia
• extension of the ISO 9001 certification of Iren Energia to the Turbigo plants and Tusciano complex

Iren People

99% of personnel employed on permanent contracts or an apprenticeship contracts
745 new hires
85% of employees involved in training activities
950 employees involved in smart working programmes
1,940 women in the Group and account for 40% of the BoD 
+11% hours of employee training on health and safety

 

 

GOALS ACTIONS CARRIED OUT IN 2019 FUTURE GOALS
Occupational health and safety

Unification of related topics through the publication of Group procedures on: 

• update of the safety process sheet and the organisation of process committees
• unified management of health checks (organisation, health protocols, Gamma platform)

Unified management of emergency, evacuation and first aid plans

Unified management of PPE procedures

Development of the existing synergies between the Safety department and certified systems

• establishment of work groups to monitor related topics (PPE, development of Gamma platform, monitoring)
• unified procedures for the management of operational controls

Computerisation of the Safety System through the development of the Gamma platform for the management of the health and safety of every Group employee through the implementation of the “training requirements” section

Employment

Development of human resources

Industrial Relations

Corporate welfare and diversity

+3% occupation compared to 2018

+4% hours of training per capita within the traditional boundary compared to 2018

Continuation of demographic balancing: new retirements for employees eligible for a pension in 2019-2021 and new recruitment of young people (mainly under 35s)

Gender diversity: 32 resources involved in training and development programmes to increase management experience and soft skills with a view to managing inclusive teams

Trial of smart working programme and roll-out to around 1,000 employees

Employee survey to identify strengths and areas for improvement in working practices

Roll-out of attendance recording and robotic messaging system, compatible with the app on the company smartphone

Implementation of the Group's supplementary agreements in newly acquired companies

Launch of the new system to assess employees’ organisational positions, skills and performance

+14% direct occupation by 2024

+27% hours of training per capita within the traditional boundary by 2024 compared to 2018

Doubling of the under 30 population by 2020
Application of the “Pensione quota 100” trade union agreement in 2020 

Gender diversity: same amount of training delivered to male and female employees in 2020

 


Extension of smart-working programme


Identification of improvement actions based on results of the 2019 survey

Full roll-out of the attendance recording system to all Group personnel, accessible via the app on the company smartphone

 


Full implementation of the new system to assess employees’ organisational positions, skills and performance

Integrated platform for all HR processes, including organisation and administration, assessment procedures (performance, skills), and employee selection, development and remuneration

Customers and Residents

+2% energy customers, +32% of residents in the environmental services

+10% of customers registered for online services 
65 branches with 607,000 customers served and 2.6 million call centre inquiries answered
90% of customers satisfied
88% of the gas network inspected, 91% of the district heating network, 42% of electricity substations
over 778,000 parameters analysed of drinking water and waste water
876 million Euro in orders issued to suppliers
+25% order value to local suppliers
38 social cooperatives work with Iren
1,500 hours of training for third-party companies
889 supplier involved in the survey on environmental and corporate responsibility
14 memberships in national and international associations and networks
80,144 people and 529 schools involved in Edu.Iren educational programmes
110 plants opened to students and citizens
273 projects supported benefiting communities
64 projects by the Iren Local Committees for sustainability
100 companies participated in the Iren Start-up Awards
20 million Euro in three years for the Iren Up corporate venture capital programme
GOALS ACTIONS CARRIED OUT IN  2019 FUTURE GOALS

Development of local communities

Dialogue with Public Authorities

Internal and external communication 

Investment per inhabitant confirmed in 2018 with a growth of 18% of the inhabitants served 

Additional growth in participatory planning with stakeholders for the sustainability of the local areas: 21 sustainability projects “incubated” by 5 Iren Local Committees

Dissemination of the Irencollabora.it platform: 1,519 profiles registered on Irencollabora.it, +26% compared to 2018, thanks to the initiatives carried out in 2019

Integration of sustainability objectives and targets in the Business Plan to 2024 presented in 2019

Implementation of environmental, social and cultural projects and events

2 new public water dispensers and participation in over 40 local events with mobile water dispensers

Informative/awareness raising campaigns aimed at residents:
• correct waste collection and flight against fly tipping
• waste collection services
• saving water and energy

+39% investments per inhabitant in 2019-2024 compared to 2013-2018

Additional qualitative and quantitative growth in participatory planning with stakeholders for the sustainability of the local areas


Restructuring of IrenCollabora.it platform to facilitate participatory planning with local communities


Updating of the integrated strategic plan

 

 

 

Continuation and consolidation of communication and information channels aimed at residents on waste collection, saving water and energy, and sustainable behaviours

Sustainable management of the supply chain

Impacts on local areas (suppliers)

Implementation of the Procurement Portal:

• full integration of the Procurement Portal with the procurement system management system

 

Supplier monitoring:
• online compilation of supplier performance evaluation forms
• acquisition of supplier balance sheet indices via webservice

Implementation of the Procurement Portal:

• homogenisation of the product categories of the Supplier Register to enable the comparison of operators with similar technical/financial characteristics
• re-engineering of the Supplier Register

Supplier monitoring:
• assessment of supplier suitability with regard to Group standards (balance sheet indices, quality of tender proposals, performance ratings) and possible exclusion of suppliers that do not meet the required standards

 

Service levels, customer focus and changes in customer expectations

Marketing policies

Internal and external communication 

Optimisation of market position:

+2% retail customers compared to 2018
• televised campaigns in traditional areas and on new e-mobility and home automation products
• marketing activities at local events organised by cultural institutions/associations
• events for the customers of the “Iren con Te“ programme, in collaboration with leading cultural bodies and theatres 
• team for the continuous training of operators and to monitor service levels
• customer satisfaction surveys regarding the “Iren casa On line” and “Boiler Maintenance” projects to identify areas for improvement

Expansion of channels: 
• new downstream product display areas and new formats for commercial e-mobility product retail spaces
• restyling of Iren retail spaces in Savona and Ponte Taro
• new, free of charge “call back” number to avoid waiting times, with the option for a call back or appointment

 

Digital evolution of the customer experience:
• data lake marketing project, with advanced analytics models to support marketing and business analysis activities
• social project to consolidate the caring channel and increase customer engagement and sales
• increase in number of hits of the irenlucegas.it site, thanks to online advertising campaigns and search engine optimisation activities
• partnerships with tariff comparison sites, promoting offers and new services
• self-care area to enable customers to monitor the status of their enquiry via the website/app

Loyalty programmes: 
• enhancement of the portfolio of discounts, advantages and rewards for customers of the “Iren con Te” project, with new participation and engagement mechanisms 
• incentives to use the digital channels, promotion of services and implementation of the “Iren con Te” platform for specific target customers

Development of the range of products and services:
• “Iren casa On line” and home automation product offer
• "Iren Aria" (Light + Clairy treatment system) offer 
• "Iren Tado Gas" (Gas + Tado thermostat) offer
• new network of sales agents for solar panels and boilers 
• updating of e-commerce section of irenlucegas.it 
• sale of e-bikes
• long-term lease of electric vehicles for domestic and corporate customers

Consolidation of e-mobility services
• partnerships to install and maintain new charging points in Turin
• first fast-charge unit installed in Genoa, continuation of the authorisation procedure for the installation and management of charge points in Turin, Genoa and Parma (replacement)

Optimisation of market position: 

• +25% retail customers by 2024 compared to 2018 thank to acquisitions in areas of commercial development
• minimise churn rate, increase the sale of extra-commodity and e-mobility products and services
• create and consolidate brand awareness in the commodity and new downstream sectors
• promote the brand and range through events and communication campaigns
• establish teams and develop systems to support the business

 

Expansion of channels:
• development of new sales channels 
• restyling and modernisation of Iren spaces
• new stores for e-mobility and home automation products
• optimisation of contact strategy to reduce customer stress
• improvement of contact management performance
• improvement of waiting times


Digital evolution of the customer experience:
• improvement of data lake marketing for better service and optimisation of management costs
• consolidation of social media channels for a more immediate and friendly customer service approach
• new app for customers with new features for interaction and to complete device transactions independently

 

 


Loyalty programmes:
• new loyalty programmes with mobile interface

 

 

 

Development of the range of products and services:
• expansion of range with new products/services offered through partnerships
• combined light/gas and extra-commodity product offers, including e-mobility products (e-bikes and scooters) 
• ad hoc offers for new regions 
• boiler offers with debt transfer (eco-bonus) 
• solar offer with new panels and related products
• launch of air conditioning products

Environmental and sustainability education

Optimisation of the Group's plants for educational purposes: launch of new educational projects at the Reggio Emilia Water Treatment Plant

Plant visits for students and residents

New educational programmes aimed at children in the last two years of pre-school (aged 5-6)

Plastic-free project: involvement of over 6,000 students in Reggio Emilia

Participatory planning with teachers and students for waste collection in schools
Development of educational programmes in collaboration with communities/associations for foreign residents

Optimisation of the Group's plants for educational purposes: Rapallo (GE) water treatment plant and Cabina Arbarello (TO) plant

 

 


Regional extension of the “Plastic free” project to reduce the use of plastic


Consolidation of the network of partnerships developed over the years with regional organisations for educational purposes

Transfer of educational models as part of EU sustainability projects aimed at other countries