Relational Capital.Pdf

10 Relational capital Customers INPUTS New commercial campaigns Memorandum of understanding for for energy customers, aimed at selling products the implementation and management and services for energy efficiency and 100% of the charging network for electric renewable energy offers cars in Bergamo and Cremona Offer launched"Warm The Service Charter New projects for Award of 9 tenders house even at night" has been drawn up for energy efficiency for public lighting for district heating environmental hygiene towards third parties in Brescia Financial Manufacturing Natural Human Intellectual Relational capital capital capital capital capital capital A2A SERVICES AND PROCESSES 1.1 million electricity 1.2 million gas 194,362 aqueduct customers customers users 25,681 district heating 433 thousand adhesions 3.4 million of inhabitants users to Bollett@mail served for environmental hygiene 3,096 applications for A2A Calore e Servizi partner of All Amsa and Aprica waste adhesion to Water Bonus the first smart district of Milan for collection services have a the district heating network satisfaction index of at least 7 OUTCOME 10 Relational capital RESPONSIBILITY AND SAFETY IN THE PROVISION OF SERVICES AND PRODUCTS Safety and reliability in the provision of services and development of emergency management plans aimed at preventing and/or mitigating potential external factors that could compromise the continuity of services. RISK FACTORS FOR OPPORTUNITY MANAGEMENT METHOD 2018 ACTIONS SUSTAINABILITY SUSTAINABILITY FACTORS FOR PLAN ACTION SUSTAINABILITY Development of specific monitoring of service provision processes. Training course for Adoption of specific update plans and conciliators of the Group brand improvements to the information Integrated Water Possible promotion systems in support of customer Service and District interruptions to policy. relations (CRM). Heating. public services. High level Development and continuous update Monitoring of Failure and/or of approval of information systems and archiving emergency response SMARTNESS IN incorrect of Group of sensitive data, through the adoption and ARERA standards NETWORKS AND management of companies in of defence mechanism and the of distribution SERVICES customer/user the area, which protection of ICT infrastructures. networks. - Smart Grid relations. historically provide their Efficient management of network App Inforeti, to receive Failure to protect products and infrastructures so as to prevent any information about customers' personal services with disservices or failures and guarantee Unareti sites. data. high quality reliability in operation, also thanks standards. to investments in innovation, Excellent results from preventive maintenance and a ARERA call center careful management of emergency quality survey. intervention teams to cope with emergency situations. QUALITY AND INNOVATION IN THE PROVISION OF SERVICES AND PRODUCTS Promotion of high quality services and the ability to meet customer expectations through good communication and marketing practices (including data protection) and new digital services. RISK FACTORS FOR OPPORTUNITY MANAGEMENT METHOD 2018 ACTIONS SUSTAINABILITY SUSTAINABILITY FACTORS FOR PLAN ACTION SUSTAINABILITY New energy offers Group brand and contact channels: Observance of industry standards and Poor quality of promotion PERFETTA2A and continuous development of services services provided. policy. SPAZIO A2A. thanks to specific customer satisfaction initiatives. Possibility of High level New offer for district unfair commercial of approval heating "Warm house SMARTNESS IN Involvement and comparison of notes practices, of Group even at night". NETWORKS AND with consumer associations, aimed at implemented companies in SERVICES preventing and reporting fraud and directly by the the area, which New service "Ask for - Quality damages to consumers. Group or by third historically a refund" by A2A - Digital parties. provide their Energia. Adoption of contractual instruments products and and regular controls aimed at Loss of market services with CS Investigations: guaranteeing the correctness of share. high quality Linea Green, A2A commercial practices. standards. Energia, APRICA and AMSA. 10.1.1 Relations with customers of the Market BU TheMarket Business Unit became fully operational on January 1, 2018, with the mission of being a leading player in interpreting the energy needs of households, businesses and cities, through the implementation of effective, innovative and sustainable solutions, ensuring the highest standards of quality in sales and customer service. The Market BU operates nationwide with a portfolio of offerings for all customer segments ranging from electricity and natural gas supplies, to products and solutions for energy efficiency,e-mobility, public lighting and telecommunications. 122 A2A 2018 Integrated Report RELATIONS WITH CUSTOMERS OF THE GAS AND ELECTRICITY SALES SERVICE Letter to The Group's electricity and gas sales companies are A2A Energia and LineaPiù. stakeholders In 20184 , the number of total customers for the electricity sales service increased by 4%, while for the gas sector the trend was slightly down by 4%. Methodological In line with the previous year, there was an increase of 10% in the large electricity customers segment, Note resulting in a significant increase in electricity sold (+28.2%), which stood at 10,630 GWh in 2018. 1 The A2A Group Figure 42_Number of customers analysed by type and its business ELECTRICITY GAS model 3.1 0.5 0.7 4.6 5.2 2 80.6 93.6 11.7 Governance Domestic Domestic 3 Sustainability SME SME strategy % Large customers % Large customers Condominiums Condominiums 4 20 Stakeholder 20 engagement 10 and materiality10 analysis For both commodities, there was a significant increase in the number of customers opting for free 0 market services (+24% for electricity and +20% for gas) and a constant decrease in the number of 5 0 Financial contracts active in the protected market (-11% for electricity and -17% for gas), nearing termination by capital July 1, 2020, as envisaged by Law 108 of September 21, 2018. 6 Figure 43_Number of electricity supply contracts by type of market (%) Manufacturing capital ELECTRICITY GAS 80 7 70 Natural capital 60 50 8 Human 40 capital 30 9 20 Intellectual capital 10 68 32 57 43 48 52 75 25 65 35 56 44 0 10 2016 2017 2018 2016 2017 2018 Relational Protected market Free market capital The Market BU promotes its services and products throughout the national territory, continuing its Relations with customers policy of growth outside the historical territories. In line with previous years, 2018 also saw an increase Relations of two percentage points in the share of electricity and gas sold in the rest of Italy. with the community Figure 44_Geographic breakdown of sales volumes Relations with suppliers ELECTRICITY GAS 12 76 88 24 Independent Lombardy Auditor’s Rest of Italy Report % % GRI Content Index 4. In 2018, A2A Energia was partially demerged in favour of ACSM-AGAM from the business unit consisting of customers in the province of Varese, so the figures do not include this asset for the whole of 2018. 123 10 Relational capital New products and services for more responsible - Clima2a , the proposal of smart air conditioners, in and sustainable energy consumption partnership with Samsung and Innova, which provides a "turnkey" solution from installation to financing The retail energy market is increasingly oriented of the product. During the year, 536 conditioners towards providing offers that best meet the needs sales were finalized for a total of 837 installed splits, of customers, including products and services including the same offer proposed by LineaPiù; complementary to the sale of energy. This need is accompanied by the Group's desire to promote ↗ For more information http://clima2a.a2aenergia.eu/ responsible use of energy through the promotion of energy-efficient solutions. Among the main proposals - Solare A2A and Più Fotovoltaico, offers that provide of 2018: for the installation at home of a photovoltaic system, - Caldaia2a , the offer that includes the sale of high ensuring to the customer not only the after-sales service, energy-efficient boilers for domestic customers in the but also the complete management of administrative free market, extended in 2018 also to customers in procedures with respect to all relevant bodies; the small business segment. The commercial proposal includes not only the installation of the boiler but also ↗ For more information http://www.linea-piu.it/offerte/fotovoltaico/piu'-fotovoltaico a package of services designed to meet the needs of and https://casa.a2aenergia.eu/solarea2a customers. During the year, 167 boilers were sold (this - Casa Sicura, is a package of services of assistance figure also includes the Linea Più offer with the same and maintenance of the boiler or the breakdowns of methods described above); household appliances, offered to customers of A2A ↗ For more information Energia of the free market with the possibility of http://caldaia.a2aenergia.eu/ payment in installments in the bill. ↗ For more information https://casa.a2aenergia.eu/casasicura Green Energy Certified from renewable sources Confirming the Group's commitment to increasingly sustainable energy consumption, the entire portfolio of offers for the residential segment consists of 100% certified green energy products from 2018. During the year, 2,229 GWh of green energy was sold, thereby making for an increase for A2A Energia of 58% on the previous

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