Consolidated Disclosure of Non-Financial Information in accordance with Italian Legislative Decree no. 254/2016 2017 Integrated Report 5 Financial capital 51 Contents 5.1 Value added produced and distributed 52 5.2 Relations with shareholders 53 5.3 Relaunch of investments 55 Letter to stakeholders 2 6 Manufacturing capital 57 6.1 The manufacturing capital in the Environment Business Unit 59 Methodological Note 4 6.2 The manufacturing capital in the Generation and Trading Business Unit 62 6.3 The manufacturing capital in the Networks and Heat Business Unit 65 1 The A2A Group and its business model 9 1.1 The A2A Group 10 7 Natural capital 71 1.2 A2A’s value chain 14 7.1 Group environmental management 73 1.3 Our business model 16 7.2 The natural capital in the Environment Business Unit 78 7.3 The natural capital in the Generation and Trading Business Unit 82 2 Governance 19 7.4 The natural capital in the Networks and Heat Business Unit 85 2.1 Sustainability governance 20 2.2 Corporate governance guidelines 22 8 Human capital 89 2.3 Analysis and management of risks and opportunities 24 8.1 Responsible management of human capital 91 8.2 Health and safety at work 93 3 Sustainability strategy 27 8.3 Employees development 96 3.1 Background information 28 8.4 Internal communication and listening 99 3.2 The Sustainability Policy 32 8.5 Welfare and diversity 100 3.3 The Sustainability Plan 34 8.6 Remuneration 101 4 Stakeholder engagement and materiality analysis 43 9 Intellectual capital 103 4.1 The forumAscolto programme 45 9.1 Smart Grid projects 104 4.2 Materiality matrix and analysis 48 9.2 Research and development for the circular economy 106 9.3 A2A for the Smart Cities of tomorrow 107 9.4 Knowledge spillover 110 10 Relational capital 113 10.1 Customers 113 10.2 Community 135 10.3 Suppliers 147 Independent Auditor’s Report 152 GRI Content Index 156 General Standard Disclosure 156 Specific Standard Disclosure 158 The A2A Group 2017 Integrated Report is completed by a specific supplement which is available for consultation on the Group website, both in Italian and in English. www.a2a.eu Letter to stakeholders A2A 2017 Integrated Report Innovating for the city’s future digital technologies. In 2017, 90% of A2A Energia Letter to stakeholders We invest in innovation, aware that this not only customers used the on-line services offered by the Letter to makes us more competitive on the market, but can company, including the latest innovations: the chat stakeholders also yield great benefits to the community. In 2017, box, call centre and customer social care. AMSA too, This year, A2A turns ten years old. operative strategy. Moreover, starting 2017, we have Methodological we multiplied innovation projects, particularly in again with a view to staying close to its customers, It is an important event. And it is significant that its great also included sustainability in the MbO (Management by Note success, originating from the merger of companies that Objectives) systems. three areas: smart grid, circular economy and smart has offered citizens a new channel for encounters: made the history of public services in Italy, has been told city. In this latter sector, we develop solutions based the mobile information office. 1 right from the start, including through the sustainability Continuing to create and distribute value on the new IoT (Internet of Things) technology, As regards relations with the communities in the The A2A Group and its Business report. Our thoughts and actions always move in a three- In 2017, we generated and distributed to stakeholders enabling, for sustainable mobility, environmental more general sense, we have expanded upon Model dimensional space: environment, social and economy. gross global added value of 1,655 million euros quality, energy efficiency, safety and good the offer of educational activities, with excellent territorial governance. We take part in urban area For the first time, this document also represents the (+4% compared to 2016). We also distributed wealth feedback from schools and citizens: in 2017, more 2 requalification projects, such as “Sharing Cities” in Group’s Consolidated Non-Financial Disclosure in through 1,003 million euros (+20%) spent on goods than 34 thousand (+19%) students and teachers Governance Milan and “Oltre la strada” in Brescia, which, under accordance with Italian Legislative Decree no. 254/16. We and services, 95% of which for the benefit of Italian took part in our initiatives (classroom lessons, the scope of public-private partnerships, seek to 3 are aware of the historic nature of this change, yet we do companies. 78 million euros were investments in meetings, exhibitions, educational tests), whilst 31 activities with environmental implications (17% of develop the smart cities of tomorrow: inclusive, thousand (+49%) people visited the Group plants. Sustainability not wish our annual appointment with the ESG report to efficient, safe and resilient. strategy become a mere fulfilment of regulatory requirements. total investments), aiming to ensure energy efficiency, The listening programme continued on the innovation, renewable sources and a reduction of We want it to remain a privileged opportunity to dialogue, Our most successful experiments run over the territories with two multi-stakeholder forums in 4 emissions. Stakeholder measure our progress and look to the future, starting years include the development of the network for Milan and Udine, whilst 11 projects were developed charging electric vehicles in Brescia and Milan, starting from the ideas that emerged from the engagement out from a clear vision of today. This is another reason and materiality Developing human capital recently enhanced with 13 fast charging stations. why, in preparing the document, we have confirmed the forums held in 2015 and 2016, including the Banco analysis In 2017, we hired 906 people, out of a total of 11,416 In 2017, more than 6 million kilometres were methodological choice to refer to refer to the Integrated dell'Energia. This latter, in 2017 promoted, in employees (+17% on 2016). 95% of those working in A2A travelled with zero emissions thanks to charges used Reporting Framework as well as to the GRI Standard of the collaboration with the Cariplo Foundation, a contest 5 are on permanent contracts. This year, training increased on our networks. Global Reporting Initiative. to allocate 2 million euros to 15 initiatives chosen Financial (19 hours per capita) and the frequency and severity and aiming to support situations of social and capital This year’s Report also includes, for the first time, the indexes of injuries improved (-11%). Since 2016, we have Preserving natural capital economic vulnerability throughout Lombardy. performance of the LGH Group, which in addition to focused attention on managing the sites entrusted to The logics of the circular economy want disposal in 6 We invested 5.8 million euros (+41%) in Manufacturing always been close to logics of sustainable development, external companies for works on the networks. In 2017, we landfills to be virtually zeroed out and opportunities contributions to communities for sponsorships, capital already boasted ten years of experience made more than 700 control visits. to reuse and recycle goods, maximised. In 2017 too, donations and support to Foundations, such as, in non-financial reporting. 99% of municipal waste collected by the Group’s We aim to develop a new, shared managerial role, rooted for example, support to the Musil Foundation of 7 in innovation, responsibility and entrepreneurship, environmental companies was sent for recovery as a Natural Our sustainability route through to 2030 Brescia, to the restoration of the Sala delle Asse of through the ABC project, which has involved all the material (67.5%) or energy (31.5%). capital If European governments have realised the importance Sforza Castle of Milan and the Donizzetti Theatre of Group’s middle management. We foster participation in Separate waste collection in the municipalities of social and environmental reporting, it is because Bergamo. 8 projects that are transversal to the Group, as a growth served has made another step forward sustainability has become a major part of political The A2A sustainability strategy is also concentrated Human factor of those involved. (+7 percentage points), reaching an average capital agenda. And under this scope, the UN 2030 Agenda in the participation in networks and associations, of 63.2%, whilst the quantity of secondary raw is playing a formidable role, with its 17 Sustainable We continue to experiment with smart working, starting with the Global Compact, involved materials produced in our plants, has doubled. 9 Development Goals. Italy has also taken action, at monitoring results with a view to shortly extending the nationwide and internationally in the major global Intellectual the end of last year adopting a National Sustainable model. We are rethinking the A2A welfare strategy with The National Energy Strategy has outlined Italy’s sustainable development challenges. capital the creation of a joint commission that will take into route towards a low carbon economy, privileging Development Strategy, which will represent the In light of the thresholds reached, we look back over account the results of the listening activities. We promote a generation mix based on renewable sources and 10 reference framework of future sector and territorial the past ten years with great satisfaction. And this the use of electric vehicles by A2A