2009 Sustainability Objectives

The Group’s sustainability objectives are presented in a clear, concise manner in a table13 illustrating the challenges, prospects for growth and the actions taken throughout the year, relating them to the interests of Stakeholders. These objectives are in line with that established in the Strategic Plan, shared with the Department Managers involved and approved by the Chief Executive Officer. The information concerning actions taken in 2009 shown in the table are described in more detail in the specific chapters in the report.

  ObjectivesMain actions in 2009
Keeping a competitive advantage on reference markets to guarantee repayment of the shareholders’ investments
Consolidating position as leading water company in Italy
In October 2009, Acea acquired a substantial holding in Nuove Acque, which operates in ATO 4 -Alto Valdarno;
the overall amount of 177.4 million euro was invested in development plans for the water sector in 2009;
new infrastructures were purchased for the Integrated Water Service in various ATOs (Lazio, Campania, Tuscany and Umbria) in which the Group already operates.
Developing electricity generation capacity through development of the contribution from renewable sources to balance energy production and sales

The energy produced by the Group’s Wind Farms for which Acea is responsible (taking into account shareholdings AE Produzione 30% and Longano Eolica 15%) increased by 63.6% with respect to 2008, moving from 10.79 GWh to 17.65 GWh;
work is progressing on the “Piano del Cornale” Wind Farm (province of Salerno) with output of around 20 MW and designs for the “Cresta del Gallo” Wind Farm (province of Avellino) with output of around 15 MW were completed;
the Group’s photovoltaic plants were completed in 2009, bringing overall output to around 17 MWp, thereby exceeding the target of 15 MWp.

Expanding and modernizing electricity distribution networks and public lighting systems, improving their efficiency

Investments in grid expansion and modernization and system improvements amounted to 120.5 million euro, 8.4 million of which for public lighting;
the “Road map” strategic plan to improve energy supply performances implemented in 2008 is proceeding;
the Light Plan in cooperation with Rome City Council involving extensive development of LED technology in public lighting was launched;
the HV, MV and LV networks were definitively moved to GIS (Geographic Information System) and a similar project for public lighting commenced.
Expanding Waste-To-Energy business
Investments in the “Environment and Energy” industrial area considerably increased in 2009, reaching 89.4 million euro (17.5 million the year before).
The San Vittore nel Lazio (EALL Srl) Waste-To-Energy Centre is in an advanced stage of improvement, making it the largest Centre in the Region once completed.
Terni En.A. SpA (Waste-To-Energy Centre powered by pulper) and EALL Srl,which operated in December 2009, received acknowledgement as Plant Powered by Renewable Sources (PPRS) from GSE.

13 IThe contents of this table provide a summary, whereas more detailed information concerning the actions carried out throughout the year in terms of achieving objectives is provided in the sections of the Sustainability Report illustrating Group performances.

Main actions in 2009
 (continued) Shareholders
 Developing gas sales to wholesalers and end customers
The amount of gas sold by AceaElectrabel Trading, mainly to wholesalers and large companies, increased by around 36%.
Keeping governance systems at the top levels in terms of transparency and correctness
Furthering evolution in corporate governance
In 2009, following appointment of the new Chief Executive Officer and changeover in a number of Board Directors, the new Group Top Management was approved;
the Acea SpA Articles of Association were approved with respect to the procedure for electing Board Members, in compliance with current Laws;
changes to the in-house Control System which commenced in 2008 continued.
Overseeing communications addressing shareholders and the financial community through relative division
The Investor Relations Division oversaw communications to shareholders and the financial community (50 meetings with potential investors, 140 studies on Acea stocks);
the website for the Consolidated Group Financial Statements was launched in English and Italian (Financial Year 2008).
Customers and the Community
Fulfilling growing expectations from customers in terms of the distinctive quality of services provided and customer care, in compliance with the principle of saving

Furthering the quality of services provided: electicity, integrated water and public lighting

Acea improved service quality performances (commercial and technical), in relation to both the standards established by relative Authorities (AEEG, AATO) and the Public Lighting Service Agreement;
the results achieved in terms of electricity supply continuity in 2009 (2008 figures) led Acea Distribuzione to receive an award from AEEG;
the average repair times for faults in public lighting in 2009 confirm the considerable improvement ongoing for the last five years;
continuity in the Integrated Water Service in ATO 2-Central Lazio and analyses on the quality of drinking water supplied also demonstrate the excellent service level in this area.
Improving accessibility to services and the effectiveness of contact centres, encouraging their use by customers
The performances of free-phone numbers for customer calls and repairs improved (the overall number of calls answered by operators increased from 74.3% in 2008 to 88% in 2009), also due to consolidation of the work carried out by Acea8cento, which was established in 2008 to oversee remote call centres;
the already satisfactory performance of the counters in the head office for water and electricity services further improved in 2009: both reached service levels of 98% (compared with 94% and 96% respectively the year before);
the “AltaFedeltà competition” implemented by Acea ATO2 to encourage online interaction with the Company (online counter, online billing, etc.) ended in 2009 with over 1,600 customers receiving bonuses;
a new operative system was introduced in Acea Distribuzione to improve repair warnings for the electricity grid;
the online websites and counters of a number of water companies became operational.
Main actions in 2009
 (continued) Customers and the Community
Expressing the Public Utility mission, including through involvement in the community
Contributing towards the community’s wellbeing
On the occasion of its “Centenary”, Acea wished to highlight its strong bond with the territory and the contribution it has made in developing the community through various initiatives;
as occurs every year, Acea sponsored and took part in organizing cultural, sport and environment-related events and supported solidarity initiatives through donations. The overall added value donated to the community by the Group amounted to around 3.6 million euro in 2009 (+20% with respect to the roughly 3 million in 2008);
the Group supports information campaigns and distributes materials in schools or at specific events to raise the awareness of customers and the community of the value of water and energy sources and their correct use.
Streamlining procurement
procedures and emphasizing aspects concerning the quality, environment and safety in supplying commodities,
services and works while maintaining a good balance between quality and price
Improving supply chain efficiency
A Procurement Portal to manage collective elements (travel and transfers, stationary, printers, toner and other consumables) and thereby streamline the procurement procedure and rationalize spending became fully operational;
A project was implemented to further automate procurement procedures by extending use of the IT platform to all Tender procedures carried out by the Procurement Department.
Integrating aspects of security and safety protection in the evaluation of work contractors of on behalf of Acea
In December 2009, Acea Distribuzione adopted a Safety Policy to be accepted by Contractors for works in the energy sector as a condition for participating in Tenders; this policy was published on the online section dedicated to Suppliers;
Vendor Rating continued in relation to the companies included in the Qualification System for works in the energy sector, involving inspections on worksites and creation of a Reputation Indicator (RI) in terms of the safety, punctuality and quality of works carried out: the average RI of the companies assessed improved from 30-40 found at the beginning of this project to 90 at the end of 2009;
the requirements for companies registered in the Qualification Systems (water and energy) are updated every year, whereby companies are required to have quality certification and not to have made any breaches concerning safety.
Human Resources
Focusing on efficiency and the professional qualification of employees
Capitalizing on human resources through assessments and appropriate training plans
Companies in the Group held 483 training courses throughout the year (involving 7,691 participations);
Acea SpA Development and Training Department drew up a training plan for all human resources hired with a vocational apprenticeship contract.
Ensuring a satisfactory climate in the workplace by observing workers’ rights and  listening to their opinions
Encouraging an industrial relations model based on consensusThe Trade Union Agreements signed in 2009 involved contract systems,organization discipline and working hours, bonuses for employees and redundancy.
Main actions in 2009
(continued) Human Resources   
Improving health and safety levels in the workplace
Implementing an effective Health and Safety in the Workplace Management System in the main operational Group companies
All Group companies comply with current laws on safety management. An SGSL operates in 8 companies and is being implemented in another 7 companies;
group employees received 82 training courses on safety (for 2,338 participations);
operations to implement a Safety Management System according to OHSAS 18001 were carried out in Acea Distribuzione.
Contributing towards abating CO2 emissions into the atmosphereIncreasing the amount of electricity generated by renewable sources
The Monte della Difesa Wind Farm (Salerno) became operational at the end of 2008, reaching output of over 41 GWh in 2009. Planning and building of another two Wind Farms in Campania for output of 35 MW are also in progress;
photovoltaic production increased to 17 MWp;
production from hydroelectric sources due to Acea (taking into account the holding, shares in AE Produzione and Tirreno Power - 30% and 15% respectively) in 2009 amounted to around 182 GWh, increasing by 30% with respect to 2008.
Expanding district heating activities
Ecogena commenced building for cogeneration systems for overall output of 4.3 MWe.
Contributing towards improving efficiency in end uses of electricity
(It. Ministerial Decree 20/07/2004 and subsequent amendments)
Energy efficiency measures already achieved by Acea Reti e Servizi Energetici over the last few years ensured certified reduction in consumption by customers of around 226,859 toe in 2009 (with respect to compulsory savings of around 73,335 toe).
Improving public lighting management with a view to technical- environmental efficiency
A project to move public lighting systems to GIS has commenced;
LED lighting installation continued further to pilot projects carried out in 2008 for another 130 lights and a Lighting Plan involving installation of around 30,000 LED lights by 2015 was agreed with Rome City Council to ensure considerable energy savings and therefore lower CO2 emissions.
Limiting environmental impact from activities
Ensuring adequate supervision of environmental issues within the Group
The Environmental Protection Unit within the Parent Company and the Energy Managers in the main Group companies are operational. More specifically, Energy Managers from water companies supported by technical staff from the industrial water division achieved savings of around 20 GWh in drinking water extraction systems in 2009 with respect to the previous year.
Implementing an ISO 14001:2004 Environmental Management System in the main hydro/thermoelectric plants with subsequent registration with EMAS
AceaElectrabel Produzione: UNI EN ISO 14001:2004 Certification was confirmed for the 5 existing thermoelectric plants and for 2 of the existing seven hydroelectric plants (including the smaller ones). Registration with EMAS is underway for 2 of the existing 5 thermoelectric plants. The certification procedure is expected to be completed for all plants by 2011.
Tirreno Power: UNI EN ISO 14001:2004 certification and registration with EMAS for 2 of the existing 3 thermoelectric plants confirmed; the procedure for the third plant is underway. The 17 hydroelectric plants (12 of which are small) have not yet been certified.
A.R.I.A. Group: the 2 Waste-To-Energy Plants are certified UNI EN ISO 14001:2004 and registered with EMAS.
ObjectivesMain actions in 2009
(continued) Environment    
Limiting environmental impact from activities
Reducing smell emissions from sewage treatment plants
Specific monitoring campaigns on hydrogen sulphide (H2S) were carried out in sewage treatment plants (Roma South, East, North, Ostia, Co.Bi.S), using H2S as an indicator of air quality within and nearby the plants to determine the distribution of odourous emissions in terms of both time and space.
 Recovering recyclable wasteliFurther to start-up of the project for separate collection of office waste in the main corporate offices in 2008 (paper, plastic, printer and photocopier toner), 36,160 kg of waste in 2009 was collected by authorized companies and sent for recycling in 2009.
Reducing waste and encouraging correct use of water resources
Reducing leaks in water distribution networks
Monitoring of the water distribution networks to identify and repair leaks has been going on for some years now and continued in Acea Ato 2 with support from the Laboratories of other water companies in the Group and through “district metering”. More specifically, analyses in ATO 2 focussed on the Municipalities of Grottaferrata, Albano, Castel Gandolfo, Castel Madama, Monterotondo, Riano, Fiano Romano, Santa Marinella and Cerveteri.
Safeguarding the quality of drinking water supplied and the water returned to the natural environment
Guaranteeing the satisfactory quality of drinking water supplied and safeguarding the levels of excellence already achieved
In 2009, drinking water underwent 1,021,183 analyses by the water companies in the Group (around 339,000 of which in the area managed by Acea Ato 2 alone).
 Safeguarding the natural balance of reservoirs
The efficiency of sewage collection and treatment plants ensured that the levels of pollutant concentrations leaving the plants complied with the limits established by current laws in 2009 too;
4 systems to monitor water quality installed along the Tiber and Aniene rivers are operational and provide the Acea Ato 2 Environmental Ops Room information.
The Company

Investments in line with an increasingly challenging and competitive reference market

Adapting short- and medium-term investment plans to development forecasts
The 2010-2012 Industrial Plan focusing Group strategies on regulated activities and involving investments of 1,294 million euro for the entire period was approved.
Overall investments in 2009 amounted to 518.1 million euro (+24% with respect to the 417.3 million euro invested in 2008).
Expanding into neighbouring sectors with high growth potential Expanding activities in the environmental sector
The procedure to ensure that SAO obtains Integrated Environmental Authorization for the Waste Treatment Plant and relative dump in Orvieto (Umbria) was completed and plans for expansion of this plant continued; The Provinces of Grosseto and Rome are currently issuing two authorizations allowing Aquaser to recover sewage from its water treatment cycle;
the Kyklos composting centre (Gruppo Aquaser) was inaugurated in Aprilia, becoming the most important infrastructure of its kind in the Lazio region with 60,000 tons per year of composting waste from plant pruning, sewage and organic waste deriving from separate waste collection in the provinces of Rome and Latina.