Targets and results

In the Sustainability Report, each year we state our objectives for the future and report the results achieved in a transparent manner.

For each category of stakeholder (environment, customers, personnel, suppliers, community, local areas and institutions, shareholders and financiers, future generations) we define commitments for improvement and, year after year, we monitor their implementation.

Consult the commitments and results for each stakeholder category:

Environment

topic area	ACTIONS CARRIED OUT IN 2018	FUTURE OBJECTIVES
Emissions Energy efficiency, renewable sources and district heating	Development of the works for the connection of the waste-to-energy plants in Turin and Piacenza to the respective district heating networks Increase in district heating volume • 1.5% increase in volumes connected to the district heating network • + 5.3 million m³ served during the 2018-2019 heating season (lease of the Sei Energia business unit) • development of works to connect the Piacenza waste-to-energy plant to the district heating network and the start of construction of the storage system • interventions on the district heating network and on the Turin waste-to-energy plant to connect it to the Grugliasco network • the start of the authorisation procedures for building the new heat storage systems in the Turin area Consolidation of the leadership position of environmentally friendly sources: • start of redevelopment works on the hydroelectric plants of Chiomonte and Susa • acquisition of control of the company Maira, owner of 3 mini-hydro plants with a total output of 5 MW Energy efficiency: • the replacement of around 110 boilers in municipal buildings in Turin • efficiency interventions on public street lighting systems, replacing them with LED lamps in the Municipality of Biella and in other municipalities nearby • the energy requalification of buildings, consultancy and monitoring of energy consumption and the construction of micro co-generation and photovoltaic plants for customers • the installation of highly energy efficient pumps in the main sewage pumping stations with energy-saving monitoring The replacement of lighting fixtures around the perimeter of the Piacenza waste-to-energy plant with new LED projectors (expected savings of 25,120 KWh/year)	5% reduction in CO2 emissions by 2023 compared to 2017 11% increase in district heating volumes by 2023 compared to 2017: • investments in new connections to the district heating network in all areas • the creation of 10,000 m3 of new heat storage in the cities of Reggio Emilia, Genoa, Parma, Piacenza and Turin • additional investments for the flexibility of heating systems to guarantee the best efficiency standards and to respond to the future challenges of the electricity market Consolidation of the leadership position of environmentally friendly sources through investments in the mini-hydro and photovoltaic sector Energy efficiency: • save 10% of tonnes of oil equivalent (TOE) by 2023 compared to 2017 • energy requalification of both public and private buildings by working on the exteriors • monitoring and consultancy interventions to reduce customers energy consumption • revamping of heating systems • relamping and efficiency-raising interventions for the public street lighting systems in the municipalities of Fidenza, Fiorenzuola and Turin • the development of highly energy efficient pumps in the main sewage pumping stations and energy-saving monitoring The installation of more energy efficient lighting in most waste treatment and disposal plants
Circular economy: waste management, collection and reuse	45.7% increase in separated waste collection in Turin and 72.8% on average in the provinces of Piacenza, Parma and Reggio Emilia, thanks to the extension of home waste collection services Extension of the exact waste pricing tariff to an additional 5 municipalities (11,665 residents) and an increase of 1,316 residents in the municipalities that are already served Increase in the quantity of recoverable waste treated in the Group’s plants: requests for the construction of • recovery plant for organic waste with biomethane production in Reggio Emilia • plastic and paper selection plant in Turin • plastic and paper selection plant at the Parma IEC	Increase in separated waste collection by 2023: 60% in Turin and 79% on average in the provinces of Piacenza, Parma and Reggio Emilia Extension of the exact waste pricing tariff to an additional 2 municipalities (approximately 187,000 residents) by 2019 and 90% of municipalities managed by 2023 Increase in the quantity of recoverable waste treated in the Group’s plants: the conclusion of the authorisation process for • recovery plant for organic waste with biomethane production in Reggio Emilia • plastic and paper selection plant in Turin • plastic and paper selection plant at the Parma IEC
Sustainable use of water resources	Reduction in water withdrawals from the environment for drinking water distribution: • 46% of water network divided into districts • reduction of 6 million cubic metres in water fed to the network in traditional areas compared to 2017 Reduction of water consumption in production processes: creation of a system for the reuse of part of the waste water for cooling the bottom ashes of waste-to-energy plants Qualitative and quantitative improvement of the purification capacity: • increase in the purification capacity of the plants of more than 16,000 equivalent residents compared to 2017 • pollutant reduction in purified water: 93% BOD, 89% COD and 92% SST Construction of the second biological purification line at the waste treatment and recovery plant in Piacenza, dedicated solely to landfill leachate	Reduction in water withdrawals from the environment for drinking water distribution: • a 5 percentage point reduction in network leaks by 2023 compared to 2017, thanks to division into districts of 84% of the water networks and to sustainability education initiatives Reduction of water consumption in production processes: optimisation of waste water recycling system in the cooling of the bottom ashes of waste-to-energy plants Qualitative and quantitative improvement of the purification capacity: • 14% increase in the purification capacity of the plants, in terms of equivalent residents, by 2023 compared to 2017 • pollutant reduction in purified water: 94% BOD, 90% COD and 93% SST by 2023
Innovation and smart cities	Resilient cities: the start of the Just Iren project (industry 4.0) with the definition of the intervention areas (collection, disposal, waste movement data management, logistics, planning, billing, etc.), determining the sensors for the waste collection service (containers and vehicles) and the assessment of sensor integration for plants Over 55% of intelligent gas meters installed, to improve the billing systems of the sales companies and monitoring by the customer	Resilient cities: the extension of the Just Iren project to all intervention areas to reduce the impacts of the collection service, logistics, connected administrative processes, control of services in the local area and the extension of the exact waste pricing method 94% of intelligent gas meters installed by 2023, to improve the billing systems of the sales companies and monitoring by the customer
Efficient and reliable services	Efficiency raising of the waste treatment and recovery plants: • reduction in leachate production at the Poiatica (Reggio Emilia) landfill with the maintenance and consolidation of temporary coverings • minimisation of waste quantities in storage at the storage plant on via Dei Gonzaga, Reggio Emilia • new fire detection system at the Cornocchio (Parma) site to contain environmental/safety risks Improvement of the security level of the gas network: • gas network inspected: 84.5% of the high and medium pressure network, 79.8% of the low pressure network • upgrading of the gas network: 26 km of network laid, of which 19.5 km operational • replacement of 49 earth electrodes for cathodic protection of the steel network • upgrading of 28 rising mains • leak searching linked to the replacement of electronic meters • 96% of emergency calls with on-site arrival times within 60 minutes	Efficiency raising of the waste treatment and recovery plants: installation of adequate sensors on measuring systems present on the sites to enable constant monitoring thanks to the interconnection with the Just Iren system, which is currently being developed Improvement of the security level of the gas network: • gas network inspected: 85.5% of the high and medium pressure network, 80.5% of the low pressure network • upgrading of the gas network to replace the most obsolete sections (cast iron and steel pipelines) with significant investments in cathodic protection • upgrading searches for leaks on the most critical infrastructures (cast iron network, hemp and lead joints) • continuation of searches for leaks linked to the replacement of electronic meters • 97% of emergency calls with on-site arrival times within 60 minutes
Responsible management of business segments	Reduction of environmental impacts on electricity networks: • decommissioning of 50 electricity substations with electromagnetic emissions in the nearby area • decommissioning and disposal of 11 pieces of equipment containing 2,197 kg of oil contaminated with PCBs/PCTs Containment of olfactory emissions from the Parma IEC: continuation of upgrading works to the odour abatement system of the sludge treatment zone Reduction of liquid waste production: request to make minor changes to the Parma IEC to send waste water for chemical-physical processing, reducing the production of liquid waste sent to external plants Decommissioning and disposal of 96,205 kg of end-of-life equipment containing hazardous components Implementation of the QSA Certified System (Quality, Safety and Environment): • UNI 11352 certification for companies that supply energy services (ESCO) and the renewal for Iren Rinnovabili • transfer to Iren Rinnovabili of the F-Gas Certification obtained from Iren Energia • upgrading and extension of the QES certifications for Iren Ambiente and the R.E.I. landfill • implementation of a QES management system for TRM • implementation of the energy efficiency management system (ISO 50001) for Iren Energia • preliminary activities prior to the start of the implementation of the information security management system (ISO 27001) • development, testing and validation of the new environmental analysis method for sites, plants and processes	Reduction of the environmental impacts of electricity networks by 2023: • decommissioning of 250 electricity substations with electromagnetic emissions in the nearby area • complete renovation of 15 substations to completely remove electromagnetic emissions • decommission and disposal of 100 MV/LV transformers containing oil contaminated with PCBs/PCTs Containment of olfactory emissions from the Parma IEC: completion of upgrading works to the odour abatement system of the sludge treatment zone Reduction of liquid waste production: construction of the waste water channelling system at the treatment plant of the Parma IEC Continuation of the decommissioning and disposal of equipment containing hazardous components Implementation of the QSA Certified System (Quality, Safety and Environment): • ISO 9001 and BS OHSAS 18001 certification for the REI landfill • ISO 9001 and BS OHSAS 18001 certifications and maintenance of the ISO 14001 certification for TRM • UNI 50001 certification for Iren Energia • ISO 27001 certification • application of the new Environmental Analysis method to all Group companies certified ISO 14001 • implementation of the integrated QES management system for ACAM Acque, ACAM Ambiente, ReCos and Spezia Energy Trading (ISO 9001, ISO 14001 and BS OHSAS 18001) • extension of Iren Laboratori’s QES certifications to the Vercelli and La Spezia sites • extension of QES certifications to Disinfection, Disinfestation and Rodent Control • QES certifications of the activities carried out at the Mancasale (Reggio Emilia) site and the planning and construction activities at the Cornocchio (Parma) site

topic area

ACTIONS CARRIED OUT IN 2018

FUTURE OBJECTIVES

Emissions

Energy efficiency, renewable sources and district heating

Development of the works for the connection of the waste-to-energy plants in Turin and Piacenza to the respective district heating networks

Increase in district heating volume

• 1.5% increase in volumes connected to the district heating network

• + 5.3 million m³ served during the 2018-2019 heating season (lease of the Sei Energia business unit)

• development of works to connect the Piacenza waste-to-energy plant to the district heating network and the start of construction of the storage system

• interventions on the district heating network and on the Turin waste-to-energy plant to connect it to the Grugliasco network

• the start of the authorisation procedures for building the new heat storage systems in the Turin area

Consolidation of the leadership position of environmentally friendly sources:

• start of redevelopment works on the hydroelectric plants of Chiomonte and Susa

• acquisition of control of the company Maira, owner of 3 mini-hydro plants with a total output of 5 MW

Energy efficiency:

• the replacement of around 110 boilers in municipal buildings in Turin

• efficiency interventions on public street lighting systems, replacing them with LED lamps in the Municipality of Biella and in other municipalities nearby

• the energy requalification of buildings, consultancy and monitoring of energy consumption and the construction of micro co-generation and photovoltaic plants for customers

• the installation of highly energy efficient pumps in the main sewage pumping stations with energy-saving monitoring

The replacement of lighting fixtures around the perimeter of the Piacenza waste-to-energy plant with new LED projectors (expected savings of 25,120 KWh/year)

5% reduction in CO2 emissions by 2023 compared to 2017

11% increase in district heating volumes by 2023 compared to 2017:

• investments in new connections to the district heating network in all areas

• the creation of 10,000 m3 of new heat storage in the cities of Reggio Emilia, Genoa, Parma, Piacenza and Turin

• additional investments for the flexibility of heating systems to guarantee the best efficiency standards and to respond to the future challenges of the electricity market

Consolidation of the leadership position of environmentally friendly sources through investments in the mini-hydro and photovoltaic sector

Energy efficiency:

• save 10% of tonnes of oil equivalent (TOE) by 2023 compared to 2017

• energy requalification of both public and private buildings by working on the exteriors

• monitoring and consultancy interventions to reduce customers energy consumption

• revamping of heating systems

• relamping and efficiency-raising interventions for the public street lighting systems in the municipalities of Fidenza, Fiorenzuola and Turin

• the development of highly energy efficient pumps in the main sewage pumping stations and energy-saving monitoring

The installation of more energy efficient lighting in most waste treatment and disposal plants

Circular economy: waste management, collection and reuse

45.7% increase in separated waste collection in Turin and 72.8% on average in the provinces of Piacenza, Parma and Reggio Emilia, thanks to the extension of home waste collection services

Extension of the exact waste pricing tariff to an additional 5 municipalities (11,665 residents) and an increase of 1,316 residents in the municipalities that are already served

Increase in the quantity of recoverable waste treated in the Group’s plants: requests for the construction of

• recovery plant for organic waste with biomethane production in Reggio Emilia

• plastic and paper selection plant in Turin

• plastic and paper selection plant at the Parma IEC

Increase in separated waste collection by 2023: 60% in Turin and 79% on average in the provinces of Piacenza, Parma and Reggio Emilia

Extension of the exact waste pricing tariff to an additional 2 municipalities (approximately 187,000 residents) by 2019 and 90% of municipalities managed by 2023

Increase in the quantity of recoverable waste treated in the Group’s plants: the conclusion of the authorisation process for

• recovery plant for organic waste with biomethane production in Reggio Emilia

• plastic and paper selection plant in Turin

• plastic and paper selection plant at the Parma IEC

Sustainable use of water resources

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

• 46% of water network divided into districts

• reduction of 6 million cubic metres in water fed to the network in traditional areas compared to 2017

Reduction of water consumption in production processes: creation of a system for the reuse of part of the waste water for cooling the bottom ashes of waste-to-energy plants

Qualitative and quantitative improvement of the purification capacity:

• increase in the purification capacity of the plants of more than 16,000 equivalent residents compared to 2017

• pollutant reduction in purified water: 93% BOD, 89% COD and 92% SST

Construction of the second biological purification line at the waste treatment and recovery plant in Piacenza, dedicated solely to landfill leachate

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

• a 5 percentage point reduction in network leaks by 2023 compared to 2017, thanks to division into districts of 84% of the water networks and to sustainability education initiatives

Reduction of water consumption in production processes: optimisation of waste water recycling system in the cooling of the bottom ashes of waste-to-energy plants

Qualitative and quantitative improvement of the purification capacity:

• 14% increase in the purification capacity of the plants, in terms of equivalent residents, by 2023 compared to 2017

• pollutant reduction in purified water: 94% BOD, 90% COD and 93% SST by 2023

Innovation and smart cities

Resilient cities: the start of the Just Iren project (industry 4.0) with the definition of the intervention areas (collection, disposal, waste movement data management, logistics, planning, billing, etc.), determining the sensors for the waste collection service (containers and vehicles) and the assessment of sensor integration for plants

Over 55% of intelligent gas meters installed, to improve the billing systems of the sales companies and monitoring by the customer

Resilient cities: the extension of the Just Iren project to all intervention areas to reduce the impacts of the collection service, logistics, connected administrative processes, control of services in the local area and the extension of the exact waste pricing method

94% of intelligent gas meters installed by 2023, to improve the billing systems of the sales companies and monitoring by the customer

Efficient and reliable services

Efficiency raising of the waste treatment and recovery plants:

• reduction in leachate production at the Poiatica (Reggio Emilia) landfill with the maintenance and consolidation of temporary coverings

• minimisation of waste quantities in storage at the storage plant on via Dei Gonzaga, Reggio Emilia

• new fire detection system at the Cornocchio (Parma) site to contain environmental/safety risks

Improvement of the security level of the gas network:

• gas network inspected: 84.5% of the high and medium pressure network, 79.8% of the low pressure network

• upgrading of the gas network: 26 km of network laid, of which 19.5 km operational

• replacement of 49 earth electrodes for cathodic protection of the steel network

• upgrading of 28 rising mains

• leak searching linked to the replacement of electronic meters

• 96% of emergency calls with on-site arrival times within 60 minutes

Efficiency raising of the waste treatment and recovery plants: installation of adequate sensors on measuring systems present on the sites to enable constant monitoring thanks to the interconnection with the Just Iren system, which is currently being developed

Improvement of the security level of the gas network:

• gas network inspected: 85.5% of the high and medium pressure network, 80.5% of the low pressure network

• upgrading of the gas network to replace the most obsolete sections (cast iron and steel pipelines) with significant investments in cathodic protection

• upgrading searches for leaks on the most critical infrastructures (cast iron network, hemp and lead joints)

• continuation of searches for leaks linked to the replacement of electronic meters

• 97% of emergency calls with on-site arrival times within 60 minutes

Responsible management of business segments

Reduction of environmental impacts on electricity networks:

• decommissioning of 50 electricity substations with electromagnetic emissions in the nearby area

• decommissioning and disposal of 11 pieces of equipment containing 2,197 kg of oil contaminated with PCBs/PCTs

Containment of olfactory emissions from the Parma IEC: continuation of upgrading works to the odour abatement system of the sludge treatment zone

Reduction of liquid waste production: request to make minor changes to the Parma IEC to send waste water for chemical-physical processing, reducing the production of liquid waste sent to external plants

Decommissioning and disposal of 96,205 kg of end-of-life equipment containing hazardous components

Implementation of the QSA Certified System (Quality, Safety and Environment):

• UNI 11352 certification for companies that supply energy services (ESCO) and the renewal for Iren Rinnovabili

• transfer to Iren Rinnovabili of the F-Gas Certification obtained from Iren Energia

• upgrading and extension of the QES certifications for Iren Ambiente and the R.E.I. landfill

• implementation of a QES management system for TRM

• implementation of the energy efficiency management system (ISO 50001) for Iren Energia

• preliminary activities prior to the start of the implementation of the information security management system (ISO 27001)

• development, testing and validation of the new environmental analysis method for sites, plants and processes

Reduction of the environmental impacts of electricity networks by 2023:

• decommissioning of 250 electricity substations with electromagnetic emissions in the nearby area

• complete renovation of 15 substations to completely remove electromagnetic emissions

• decommission and disposal of 100 MV/LV transformers containing oil contaminated with PCBs/PCTs

Containment of olfactory emissions from the Parma IEC: completion of upgrading works to the odour abatement system of the sludge treatment zone

Reduction of liquid waste production: construction of the waste water channelling system at the treatment plant of the Parma IEC

Continuation of the decommissioning and disposal of equipment containing hazardous components

Implementation of the QSA Certified System (Quality, Safety and Environment):

• ISO 9001 and BS OHSAS 18001 certification for the REI landfill

• ISO 9001 and BS OHSAS 18001 certifications and maintenance of the ISO 14001 certification for TRM

• UNI 50001 certification for Iren Energia

• ISO 27001 certification

• application of the new Environmental Analysis method to all Group companies certified ISO 14001

• implementation of the integrated QES management system for ACAM Acque, ACAM Ambiente, ReCos and Spezia Energy Trading (ISO 9001, ISO 14001 and BS OHSAS 18001)

• extension of Iren Laboratori’s QES certifications to the Vercelli and La Spezia sites

• extension of QES certifications to Disinfection, Disinfestation and Rodent Control

• QES certifications of the activities carried out at the Mancasale (Reggio Emilia) site and the planning and construction activities at the Cornocchio (Parma) site

Personnel

TOPIC AREA	ACTIONS CARRIED OUT IN 2018	FUTURE OBJECTIVES
Employment Development of human resources Industrial Relations Occupational health and safety Corporate welfare and diversity	Continuation of demographic balancing: new retirements for employees who are eligible for a pension in 2019-2020 with the plan to hire young people (mainly under 35) Trial introduction of the Smart Working project for 311 employees The start of a project to identify strengths and areas for improvement related to the way in which the work is carried out, by surveying employees Implementation and diffusion of the presence of an attendance recording and robotic messaging system, which can also be used via the MyIren app on the company smartphone Completion of a harmonisation process for the Group’s supplementary agreements Involvement of personnel in the policy and objectives of the Quality, Environment and Safety management system: monthly submission of company indicators concerning the number and type of accidents and their input into the company intranet (Group integrated reporting) Development of existing synergies between the certified Safety and Systems departments with the aim of unifying Group-level topics: update of the safety process sheet and the organisation of process committees; Group procedure for the unified management of accidents, near misses and accidents in companies; unified management of health supervision (organisation, health protocols and the Gamma IT system) Development of Gamma safety management software: inclusion of health/safety risk profiles for each Group employee	Doubling of the under-30 population by 2020 Completion of the new system for assessing the organisational positions, skills and performance of Group personnel Verification of the trial and further extension of the Smart Working project Identification of improvement actions required to introduce flexible working and merit recognition initiatives Further extension of the attendance recording system using the MyIren app that can be accessed via the company smartphone for all Group personnel Development of existing synergies between the certified Safety and Systems departments with the aim of unifying Group-level topics: establishment of working Groups to unify transversal topics (PPE sheets used throughout the Group and the assessment of any new PPE following new risks, technological developments in products and regulatory changes; safety system procedures: emergency management, DUVRI, health supervision, general RAD, accident prevention surveillance; emergency Plan, evacuation and first aid) Development of Gamma safety management software: • creation of RAD and safety training management • customisation and use of the app via the company intranet and smartphones

TOPIC AREA

ACTIONS CARRIED OUT IN 2018

FUTURE OBJECTIVES

Employment

Development of human resources

Industrial Relations

Occupational health and safety

Corporate welfare and diversity

Continuation of demographic balancing: new retirements for employees who are eligible for a pension in 2019-2020 with the plan to hire young people (mainly under 35)

Trial introduction of the Smart Working project for 311 employees

The start of a project to identify strengths and areas for improvement related to the way in which the work is carried out, by surveying employees

Implementation and diffusion of the presence of an attendance recording and robotic messaging system, which can also be used via the MyIren app on the company smartphone

Completion of a harmonisation process for the Group’s supplementary agreements

Involvement of personnel in the policy and objectives of the Quality, Environment and Safety management system: monthly submission of company indicators concerning the number and type of accidents and their input into the company intranet (Group integrated reporting)

Development of existing synergies between the certified Safety and Systems departments with the aim of unifying Group-level topics: update of the safety process sheet and the organisation of process committees; Group procedure for the unified management of accidents, near misses and accidents in companies; unified management of health supervision (organisation, health protocols and the Gamma IT system)

Development of Gamma safety management software: inclusion of health/safety risk profiles for each Group employee

Doubling of the under-30 population by 2020

Completion of the new system for assessing the organisational positions, skills and performance of Group personnel

Verification of the trial and further extension of the Smart Working project

Identification of improvement actions required to introduce flexible working and merit recognition initiatives

Further extension of the attendance recording system using the MyIren app that can be accessed via the company smartphone for all Group personnel

Development of existing synergies between the certified Safety and Systems departments with the aim of unifying Group-level topics: establishment of working Groups to unify transversal topics (PPE sheets used throughout the Group and the assessment of any new PPE following new risks, technological developments in products and regulatory changes; safety system procedures: emergency management, DUVRI, health supervision, general RAD, accident prevention surveillance; emergency Plan, evacuation and first aid)

Development of Gamma safety management software:

• creation of RAD and safety training management

• customisation and use of the app via the company intranet and smartphones

Customers

TOPIC AREA	ACTIONS CARRIED OUT IN 2018	FUTURE OBJECTIVES
Service levels, customer focus and changes in customer expectations Marketing policies Internal and external communication	Maintenance and strengthening of position in traditional areas: • events in the local area, together with cultural institutions, with commercial and marketing activities • events for the customers of the Iren con Te programme, along with the main cultural bodies and theatres • communication on new e-mobility and home automation products • campaign to promote district heating (Turin and Piacenza) • standardising the commercial offer and customer care practices (contact channels) Loyalty, retention and the extension of contact channels: • renovation of commercial spaces (Parma, Chiavari, Vercelli and Grosseto) and opening of new Iren spaces (Genoa Sestri and Recco) • enhancement of the advantages and rewards for customers of the Iren con Te programme, with new participation and engagement mechanisms; extension of the programme to customers who live in new areas • new caring campaigns to promote specific services with the provision of vouchers and free policies Transformation of systems and processes for the digital evolution of the customer experience: • better positioning of the irenlucegas.it site in search engines, with a substantial increase in visits • consolidation of the partnership with the main energy price comparison sites, also with the promotion of offers for new services • Iren Luce Gas e Servizi joining Facebook, Twitter, Instagram and integration with the Group’s LinkedIn and Youtube profiles; creation of a direct link with customers; web monitoring and sentiment analysis; advertising and digital PR • CRM development integrated with the billing system, release of the processes underlying sales, switch management, posts sales and customer care, in order to guarantee a customer experience that is centred around the needs and preferences of customers Consolidation of the “new downstream” project: • extension of the product and service portfolio (air purification system, condensing boiler, intelligent thermostat, carbonation-refrigeration system for household water) • promotion of “new downstream” products and services within Iren spaces, the activation of new sales channels (tobacconists and COOP points), enhancement of the e-commerce section of the website Consolidation within the e-mobility market: • long-term rental of electric vehicles and sale of bikes with pedal assistance for consumer customers; charging infrastructure and installation and maintenance services for business customers • installation of public recharging columns in Vercelli, participation in the protocol of the Municipality of Turin for the installation and management of urban recharging columns, signing of the memorandum of understanding in Genoa and Emilia to prepare public recharging networks • partnership for the incentive mechanism of electric scooter sharing in Turin (special conditions reserved for Iren customers and the supply of electricity from renewable sources) • company events on e-mobility in the reference areas and dedicated industry conferences	Maintenance and strengthening of position in traditional areas: strengthening the brand reputation, also via co-marketing with other relevant institutions and players in the reference areas, to reinforce the visibility and position of the range of offers and services Loyalty, retention and the extension of contact channels: • increase in the number of physical contact points and modernisation of existing spaces • consolidation and enhancement of the Iren con Te programme, increasing advantages and rewards and improving the participation mechanisms • activation of a “call back” service to avoid waiting times and guarantee easier telephone contact for customers, who can opt to be re-contacted by Iren within a few minutes, by appointment or via the web Transformation of systems and processes for the digital evolution of the customer experience: • continuation of the social media project to consolidate the caring channel, increase the fan base with advertising and sponsored posts, raise engagement with narrations of events and increase sales with product campaigns on core targets • conclusion of the development of the CRM platform and the migration towards new apps for the entire customer base, to guarantee a better service level of digital processes and multi-channel experience • development of the self-care area and paperless processes to provide customers with visibility concerning the progress of their requests through web/app tracking • completion of the release of CRM features for the management of post-sales and customer care processes Consolidation of the “new downstream” project: development of the range of products on offer with the optimisation of existing solutions and the introduction of new products and services paired with commodities Consolidation within the e-mobility market: • development and optimisation of the range of existing solutions and the introduction of new partners and products • development of existing channels and the search for new sales channels with a particular focus on business customers

TOPIC AREA

ACTIONS CARRIED OUT IN 2018

FUTURE OBJECTIVES

Service levels, customer focus
and changes in customer expectations

Marketing policies

Internal and external communication

Maintenance and strengthening of position in traditional areas:

• events in the local area, together with cultural institutions, with commercial and marketing activities

• events for the customers of the Iren con Te programme, along with the main cultural bodies and theatres

• communication on new e-mobility and home automation products

• campaign to promote district heating (Turin and Piacenza)

• standardising the commercial offer and customer care practices (contact channels)

Loyalty, retention and the extension of contact channels:

• renovation of commercial spaces (Parma, Chiavari, Vercelli and Grosseto) and opening of new Iren spaces (Genoa Sestri and Recco)

• enhancement of the advantages and rewards for customers of the Iren con Te programme, with new participation and engagement mechanisms; extension of the programme to customers who live in new areas

• new caring campaigns to promote specific services with the provision of vouchers and free policies

Transformation of systems and processes for the digital evolution of the customer experience:

• better positioning of the irenlucegas.it site in search engines, with a substantial increase in visits

• consolidation of the partnership with the main energy price comparison sites, also with the promotion of offers for new services

• Iren Luce Gas e Servizi joining Facebook, Twitter, Instagram and integration with the Group’s LinkedIn and Youtube profiles; creation of a direct link with customers; web monitoring and sentiment analysis; advertising and digital PR

• CRM development integrated with the billing system, release of the processes underlying sales, switch management, posts sales and customer care, in order to guarantee a customer experience that is centred around the needs and preferences of customers

Consolidation of the “new downstream” project:

• extension of the product and service portfolio (air purification system, condensing boiler, intelligent thermostat, carbonation-refrigeration system for household water)

• promotion of “new downstream” products and services within Iren spaces, the activation of new sales channels (tobacconists and COOP points), enhancement of the e-commerce section of the website

Consolidation within the e-mobility market:

• long-term rental of electric vehicles and sale of bikes with pedal assistance for consumer customers; charging infrastructure and installation and maintenance services for business customers

• installation of public recharging columns in Vercelli, participation in the protocol of the Municipality of Turin for the installation and management of urban recharging columns, signing of the memorandum of understanding in Genoa and Emilia to prepare public recharging networks

• partnership for the incentive mechanism of electric scooter sharing in Turin (special conditions reserved for Iren customers and the supply of electricity from renewable sources)

• company events on e-mobility in the reference areas and dedicated industry conferences

Maintenance and strengthening of position in traditional areas: strengthening the brand reputation, also via co-marketing with other relevant institutions and players in the reference areas, to reinforce the visibility and position of the range of offers and services

Loyalty, retention and the extension of contact channels:

• increase in the number of physical contact points and modernisation of existing spaces

• consolidation and enhancement of the Iren con Te programme, increasing advantages and rewards and improving the participation mechanisms

• activation of a “call back” service to avoid waiting times and guarantee easier telephone contact for customers, who can opt to be re-contacted by Iren within a few minutes, by appointment or via the web

Transformation of systems and processes for the digital evolution of the customer experience:

• continuation of the social media project to consolidate the caring channel, increase the fan base with advertising and sponsored posts, raise engagement with narrations of events and increase sales with product campaigns on core targets

• conclusion of the development of the CRM platform and the migration towards new apps for the entire customer base, to guarantee a better service level of digital processes and multi-channel experience

• development of the self-care area and paperless processes to provide customers with visibility concerning the progress of their requests through web/app tracking

• completion of the release of CRM features for the management of post-sales and customer care processes

Consolidation of the “new downstream” project: development of the range of products on offer with the optimisation of existing solutions and the introduction of new products and services paired with commodities

Consolidation within the e-mobility market:

• development and optimisation of the range of existing solutions and the introduction of new partners and products

• development of existing channels and the search for new sales channels with a particular focus on business customers

Suppliers

TOPIC AREA	ACTIONS CARRIED OUT IN 2018	FUTURE OBJECTIVES
Sustainable management of the supply chain	Expansion of the supplier performance monitoring and evaluation system via assessment outcome sheets implemented on the supplier portal Implementation of new models of questionnaires by product types to be added to the portal, reviewing the weights and scores and adjustment of the entry level	Improvement of supplier matching with product categories within the Suppliers’ Register, in order to compare operators of equal technical-economic ability Monitoring and possible exclusion of suppliers that do not meet Group standards, via acid tests, assessment of the relevance of tender proposals and performance ratings

TOPIC AREA

ACTIONS CARRIED OUT IN 2018

FUTURE OBJECTIVES

Sustainable management
of the supply chain

Expansion of the supplier performance monitoring and evaluation system via assessment outcome sheets implemented on the supplier portal

Implementation of new models of questionnaires by product types to be added to the portal, reviewing the weights and scores and adjustment of the entry level

Improvement of supplier matching with product categories within the Suppliers’ Register, in order to compare operators of equal technical-economic ability

Monitoring and possible exclusion of suppliers that do not meet Group standards, via acid tests, assessment of the relevance of tender proposals and performance ratings

Community and Local Area

TOPIC AREA	ACTIONS CARRIED OUT IN 2018	FUTURE OBJECTIVES
Development of local communities Dialogue with Public Authorities Internal and external communication Impacts on the Local Area	Growth in the quality and quantity of participated projects on sustainability, “incubated” by Local Committees: 9 new projects Dissemination of the Irencollabora.it platform: 1,208 profiles registered on Irencollabora, +32% compared to 2017, thanks to the initiatives carried out in 2018 Analysis and study of the context for the implementation of Local Committees and Councils in the Group’s new reference areas Integration of sustainability objectives and targets in the Business Plan to 2023	Additional qualitative and quantitative growth in participatory planning with stakeholders for the sustainability of the local areas Continuation of the diffusion of the IrenCollabora.it platform to generate projects with positive environmental and social impacts for communities Activation of Local Councils and Committees in the Group’s new reference areas Updating of the sustainability objectives and targets of the Strategic Plan

TOPIC AREA

ACTIONS CARRIED OUT IN 2018

FUTURE OBJECTIVES

Development of local communities

Dialogue with Public Authorities

Internal and external communication

Impacts on the Local Area

Growth in the quality and quantity of participated projects on sustainability, “incubated” by Local Committees: 9 new projects

Dissemination of the Irencollabora.it platform: 1,208 profiles registered on Irencollabora, +32% compared to 2017, thanks to the initiatives carried out in 2018

Analysis and study of the context for the implementation of Local Committees and Councils in the Group’s new reference areas

Integration of sustainability objectives and targets in the Business Plan to 2023

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

Continuation of the diffusion of the IrenCollabora.it platform to generate projects with positive environmental and social impacts for communities

Activation of Local Councils and Committees in the Group’s new reference areas

Updating of the sustainability objectives and targets of the Strategic Plan

Stakeholders and Financial Backers

TOPIC AREA	ACTIONS CARRIED OUT IN 2018	FUTURE OBJECTIVES
Value and economic development for local areas Competitiveness	Intensification of contact with institutional investors and financial analysts (19 roadshows), also in new financial markets (Sydney, Melbourne, Brussels, Antwerp and Toronto) Strengthening the Investor Relations department to best meet the daily needs of analysts and fund managers, as part of our continuous pursuit of excellence in financial communication Confirmation from the Fitch agency of the public Investment Grade rating of BBB for Iren and its bond issues Improvement and use of new medium/long-term loans for 581 million Euro, of which 500 million Euro with a new Green Bond issue with a duration of 7 years Update of the bond issue programme (EMTN Programme) with the publication of a supplement to the Base Prospectus Liability management operations to reduce the cost of debt: including the early repayment of bank loans amounting to 296 million Euro Annual positive third-party verification (DNV GL) of compliance with the commitments made within the Sustainable Financing Framework and the release of the Periodic Review for investors Revision of the Green Bond Framework into	Additional increase in contacts with institutional investors in new financial markets Update of the Investor section of the Group’s website for the continuous improvement of financial communication, making it more effective and complete Maintenance of the Investment Grade rating Continuation with the coverage activities of financial requirements to support the investments with a balanced relationship between short and medium/long term funds Full compliance with the commitments undertaken within the Green Bond Framework to benefit Socially Responsible Investors (SRI) Continuation of the optimisation of the debt portfolio also with liability management activities aimed at reducing the cost of debt Compliance with commitments undertaken for the benefit of Socially Responsible Investors and defined in the Sustainable Financing Framework

TOPIC AREA

ACTIONS CARRIED OUT IN 2018

FUTURE OBJECTIVES

Value and economic development for local areas

Competitiveness

Intensification of contact with institutional investors and financial analysts (19 roadshows), also in new financial markets (Sydney, Melbourne, Brussels, Antwerp and Toronto)

Strengthening the Investor Relations department to best meet the daily needs of analysts and fund managers, as part of our continuous pursuit of excellence in financial communication

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

Improvement and use of new medium/long-term loans for 581 million Euro, of which 500 million Euro with a new Green Bond issue with a duration of 7 years

Update of the bond issue programme (EMTN Programme) with the publication of a supplement to the Base Prospectus

Liability management operations to reduce the cost of debt: including the early repayment of bank loans amounting to 296 million Euro

Annual positive third-party verification (DNV GL) of compliance with the commitments made within the Sustainable Financing Framework and the release of the Periodic Review for investors

Revision of the Green Bond Framework into

Additional increase in contacts with institutional investors in new financial markets

Update of the Investor section of the Group’s website for the continuous improvement of financial communication, making it more effective and complete

Maintenance of the Investment Grade rating

Continuation with the coverage activities of financial requirements to support the investments with a balanced relationship between short and medium/long term funds

Full compliance with the commitments undertaken within the Green Bond Framework to benefit Socially Responsible Investors (SRI)

Continuation of the optimisation of the debt portfolio also with liability management activities aimed at reducing the cost of debt

Compliance with commitments undertaken for the benefit of Socially Responsible Investors and defined in the Sustainable Financing Framework

Future Generations

TOPIC AREA	ACTIONS CARRIED OUT IN 2018	FUTURE OBJECTIVES
Sustainability education	Edu.Iren catalogue of educational offers available throughout the calendar year The Activation of the Water Plant (WTP) in Reggio Emilia: new models for plant visits Increase in the number of educational projects offered in the local areas	Extension of the model adopted at the Water Plant (WTP) to a plant in every area in which the Iren Group is present Trialling of best-in-class educational projects to be disseminated in all the areas that the Iren Group is present

TOPIC AREA

ACTIONS CARRIED OUT IN 2018

FUTURE OBJECTIVES

Sustainability education

Edu.Iren catalogue of educational offers available throughout the calendar year

The Activation of the Water Plant (WTP) in Reggio Emilia: new models for plant visits

Increase in the number of educational projects offered in the local areas

Extension of the model adopted at the Water Plant (WTP) to a plant in every area in which the Iren Group is present

Trialling of best-in-class educational projects to be disseminated in all the areas that the Iren Group is present