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The stakeholder chart and sustainability plan

Listening to and understanding the needs of its stakeholders to ensure positive, stable and long-lasting relations is one of the A2A Group’s main objectives.
In order to update and obtain further detail about the identification of the Group’s stakeholders, in 2011 a questionnaire was submitted to all the heads of the Group’s companies/functions concerning relations with and listening to stakeholders. The recipients of the questionnaires were asked to:

  • note with which macro-categories of interlocutor they are usually in contact, specifying within these macro-categories the main subgroups of interlocutors;

  • describe the main activities carried out involving the interlocutors, the subjects treated and the means used for involving them;

  • describe any indicators used in the process of analysing the involvement and possible future developments.

Ninety four people replied to the questionnaire, representative of all the corporate functions of the holding company and all the companies consolidated by the Group (excluding Coriance). The results obtained are summarised in the following table.

  • A more detailed version of the results of the analysis may be found in the navigable version of the document available on the web site www.a2a.eu.
A2A INTERNAL SURVEY ON ISSUES AND MEANS OF LISTENING TO STAKEHOLDERS
STAKEHOLDER CATEGORY PERCENTAGE OF RESPONSES FIRST THREE ISSUES TREATED MEANS OF INVOLVEMENT
Customers 48%
  1.  Information on companies and services provided
  2.  Contractual aspects (concessions, estimates)
  3.  Complaints, reports
Telephone calls, meetings, service conferences, surveys, work-groups, dedicated web areas, e-mails, letters, exchanges of views with representative committees and associations
Institutions 53%
  1.  Authorisations, concessions, permits
  2.  Management of environmental and safety aspects
  3. Management of services under concession
Technical discussion tables, e-mails, letters, one-to-one meetings, focus groups, press conferences, audit visits,  telephone calls
Suppliers 43%
  1. Purchases of goods and services
  2. Order management (analyses, management, payments)
  3. Assessment of performance (service quality, compliance with legislation, safety)
Conferences, focus groups, telephone calls, one-to-one meetings, surveys and field testing, project team meetings
Employees 53%
  1. Specific projects
  2. Management of activities: resources / people / coordination
  3. Health and safety
Business meetings, one-to-one meetings, QES committees, training courses, individual meetings, assessments, surveys, meetings, e-mails, intranet
Shareholders 14%
  1. Results and company’s business model
  2. Information on the Group’s activities
  3. Corporate management
Conferences, one-to-one meetings, telephone calls, road shows, e-mails
Others 5%
  1. Corporate management
  2. Group’s activities
  3. Extraordinary financial operations
Meetings, telephone calls, one-to-one meetings, press conferences, interviews, e-mails, websites

Besides the methods of involvement shown in the table, the A2A Group also uses numerous means by which it listens to and consults with its interlocutors, amongst which are those presented in the table below, as well as those referred to in the “customer satisfaction” paragraphs on page 112/114, 126/127 and in the “the institutions” paragraph on page 146/151.