Our stakeholders and the material themes
As a leading gas distributor, we are aware of being part of an ecosystem that contributes to Italy’s economic and social development.
Establishing responsible and transparent relations with all our stakeholders is a fundamental requirement for us at Italgas, as we continually and proactively look to the needs of the society in which we operate.
Stakeholder engagement activity is an opportunity for two-way dialogue that is useful for understanding the level of satisfaction of our work. It is also a chance to gather useful insights in order to improve the services and operational and management models. Accordingly, we adopt diversified and flexible dialogue and involvement practices, in response to the various characteristics and needs of our stakeholders.
Our interest in building relationships based on trust stems from the awareness of recognizing the various stakeholders as central both to enhance our work and our internal know-how and to create services in line with local and national growth plans.
We invest in the territories in which we operate, promoting social, cultural and environmental interventions based on criteria of transparency, correctness and impartiality. We promote the development and cohesion of the communities in which we work, acknowledging the central role played by stakeholders and their needs, to create social value that goes beyond the economic value.
This is why, consistently with the principles of sustainable development and its growth plans, we are constantly committed to assuring direct, continuous dialogue with the communities in which we work and have equipped ourselves some time ago with a structure specifically dedicated to this end.
We strengthen our business citizenship in the territories in which we work, collaborating, in Italy and abroad, with entities, associations and foundations, non-profit organisations and other subjects with which we pursue projects and initiatives aimed at protecting the environment, promoting culture and social development and safeguarding the environment and territory.
During the year we have organized meetings with representatives of the local communities, associations and organisations, cultural initiatives and we have submitted to our stakeholders questionnaires aimed at assessing sustainability-related performance.
In Italgas, the quality of the service goes far beyond simple business objectives: continuity, safety, accessibility, prompt intervention and overall efficiency of the system correspond to a real assumption of responsibility towards the territories served and end customers. In this context, we pay particular attention to strengthening the relationship with sales companies, with the aim of harmonizing processes and updating the tools and procedures that allow access to services. The operational and commercial activities are carried out with increasingly advanced IT systems that allow a rapid flow of information in the management of contracts.
One of our main objectives is to continuously improve the service offered to end consumers, with whom we have direct and indirect relationships, working together with the sales companies. We therefore believe it is important to improve the tools and procedures made available to sales operators: from July 2020, the Gas2Be portal allows sales companies to register on the Italgas Group networks, modify their company data with a few simple clicks and access information. and useful information on the networks managed by the Italgas Group. Since February 2021, the new "Sales Support" functionality has been integrated, through which sales companies can request our support in a few simple clicks, significantly simplifying and speeding up the formal sending process.
Dialogue and listening are essential to strengthen partnerships and promote continuous improvement. To gather the point of view of sales companies and get valuable feedback in November 2020, we launched our first Customer Satisfaction Survey (CSS) to measure the satisfaction of sales companies.
In addition, to support the safety and quality of the service, we have activated two freephone numbers to contact according to the needs of citizens and users:
the freephone number for Emergency Gas Emergency Services - 800 900 999, active 24/7 Upon receipt of a report, the operators provide the first indications on what to do in the event of gas leaks, lack of gas or irregularities in the flow, leaks. At the same time, the Emergency Response Unit is activated for the checks and technical operations of the case, for the protection of citizens, the safety of the systems and the restoration of normal service conditions in the shortest possible time. Both the call and the technical intervention are free.
The Contact Center freephone number - 800 915 150, through which users can receive information on multiple technical and commercial activities via IVR (Interactive Voice Response) with the possibility, where applicable, of switching to the Contact Center service operator.
Furthermore, in November 2020, thanks to the use of Salesforce technology, the new "Customer View" was launched, a unique view on the customer based on the Salesforce CRM that allows various business units to have more information about the customer available in a single tool. (e.g. personal data, associated PDR and customer history / PDR, requested services) with the aim on the one hand of simplifying the work of internal staff and on the other hand of guaranteeing a more effective service in the management of requests from end customers and sale.
In 2020 we launched “Help online”, a brand-new self-search tool with over 90 digital pages of navigable support to quickly find answers to frequently asked questions.
We have also started the redesign project of the portals dedicated to the final customer MyItalgas, MyMedea and MyToscanaEnergia with the aim of improving the user experience even more, ensuring increasingly simple and intuitive processes.
Orientation towards efficiency, quality of service, environmental protection and workplace safety represent the values on which we build our way of doing business. To renew these values and objectives, we continually invest in the development of the skills and abilities of our people, encouraging participation, listening and the creation of a positive work environment.
Our people are our most valuable assets.
We offer all employees and collaborators career opportunities based on merit, professional and managerial skills and active participation in company development and improvement processes.
In line with the Code of Ethics, we consider diversity a corporate asset, respecting the dignity of everyone, guaranteeing equal opportunities in every aspect of the employment relationship, avoiding any form of discrimination that may derive from differences in sex, age, state of health, ethnicity, nationality, political or religious views.
We consider full and prompt disclosure to the financial community, analysts and investors to be a strategic level in creating value.
Even if the greatest interest is in the financial performance and strategy of the group, the non-financial aspects, such as the corporate governance methods, environmental impact and reputational risk, are also disclosed and shared in the dialogue. Such information, in fact, can be added value for the financial community and our shareholders, an important percentage of which are SRI (Sustainable and Responsible Investment) investors, who base their investment decisions on ethics principles and on the analysis of non-financial variables. At the end of 2017, SRI investors and funds represented around 6% of the total shareholders and approximately 12% of Italgas’ institutional investors.
In 2020 investors and analysts were involved in various business activities such as:
- Periodic financial reports and conference calls about these;
- Presentation of the business plan;
- shareholders' meeting;
- meetings with analysts and investors, including virtually and by conference call, also focusing specifically on SRI matters;
- Filling in of questionnaires aimed at assessing sustainability-related performance.
In our vision, progress arises from ideas and co-creation, and is nourished by values such as trust, responsibility, proactivity, innovation. Over time, people establish and consolidate fair and transparent relationships not only within the Group but along the entire supply chain, promoting the creation of shared value. The capillarity of our network allows us to come into close contact with local communities, therefore it carries with it the responsibility for sustainable action.
For us, responsible management of the supply chain is of strategic importance to ensure the high quality of our services and the safeguarding and improvement of our reputation; it is substantiated in compliance with legality and equality with a constant and proactive commitment and it is monitored at all stages of the purchasing process. The performance of suppliers, in addition to ensuring the necessary quality standards, must in fact go hand in hand with the commitment to adopt the best practices in terms of human rights and working conditions, health and safety at work, environmental responsibility.
In 2020 we involved 245 suppliers in compiling the sustainability questionnaire, demonstrating how much the issue of social and environmental sustainability is an integral and determining part of our strategies and our business.
Relations with Public Institutions are essential to keep up to date on the regulatory and regulatory developments taking place at national and European level and, consequently, for the correct and efficient conduct and development of the business. Given the high complexity of the sector, in addition to ensuring the maintenance of good institutional relationships, we internally cultivate specific skills and, with regard to the legislative monitoring activity, we also rely on qualified agencies in the sector, which bring the more significant regulatory changes.
The most important point of reference for us is the Energy, Networks and Environment Regulatory Authority (ARERA), responsible for regulating the entire natural gas distribution sector, from the determination and updating of tariffs to the preparation of the rules for access infrastructure and for the provision of related services.
The relationship we have built with ARERA and, more generally, with all national and international public institutions, is based on values such as transparency, fairness and professionalism (already included in our Code of Ethics) and on a willingness to collaborate and contribute proactive in building a clear, transparent and stable regulatory framework to encourage sustainable development of the gas system.
It is with this spirit that we have decided to join the voluntary register for transparency established at the European Commission, the transparency register established at the Ministry of Economic Development and the register of interest representatives at the Chamber of Deputies.
Every year, thanks to the dialogue activities with the various stakeholders, we are able to identify both the internal needs of the company and the expectations of our stakeholders.
This process of dialogue and mapping the expectations of our interlocutors is called "materiality analysis" and allows us to identify the most relevant issues, based on the impacts generated internally and externally for us and for them.
These themes, also called "materials" allow us to better address our sustainability strategy.
The materiality analysis process carried out in 2020 have been:
- benchmarking against key competitors;
- media and ESG (environmental, social and governance) area trend analyses;
- identification, including based on the materiality matrix reported in the 2019 NFS, of any developments in the company and context in which it operates, of matters of greatest interest highlighted by the reference stakeholders and the minimum scopes of disclosure set out in Italian Legislative Decree 254/16, of the list of relevant issues to be submitted for evaluation by Italgas top management and the stakeholders;
- internal and external stakeholder engagement activities, aimed at gathering information on the importance of the issues for stakeholders in terms of economic, environmental and social impact and/or priority given.
In 2020 we carried out stakeholder engagement and listening activities, both internally and externally, through interviews and sending questionnaires to:
- Top Management of the company;
- Stakeholders identified with the Functions involved in the reporting process.
New developments have emerged from these operations and the updated list of issues has been shared with the Sustainability Committee:
- Responsible business management and anti-corruption
- Integration of ESG governance
- Energy Efficiency
- Reducing the carbon footprint
- Waste management
- Protection of health and safety at work
- Responsible supply chain management
- Reliability, quality and safety of service
- Innovation and digitization
- Social innovation and relationship with the reference territories
- Relations with the Regulatory Authority
- Information and data security (cyber security)
- Transparent relations and collaboration with sales companies
- Employment and protection of labour rights
- Development and enhancement of human capital
- Corporate Welfare
ultimo aggiornamento 16 April 2021 05:10 UTC