2012 Sustainability Report Overview
SGR Group
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Group Innovating and listening since 1956 Activities SGR Group stems from SocietĂ Gas Rimini SpA, which was established in 1956 as the first company in its area to manage the distribution and sale of natural gas for heating and household usage. Over the years the company has constantly built up its expertise and introduced new activities to complement its range of energy services, tailoring its offer to the global market.
Corporate values Responsibility, integrity, transparency and consistency are the constitutive elements of our commitment to sustainable development. Promoting energy-saving practices and the use of renewable energy sources is an integral part of this commitment.
t Distributing and selling natural gas t Selling electricity t Planning, constructing, managing and maintaining heating systems for apartment blocks, including heat management services t District heating t Installing photovoltaic systems and systems powered by renewable energy sources t Installing and maintaining heating and air-conditioning systems t Home assistance and emergency 24/7 (doors and windows, sewage draining, etc.) t Applied IT for utilities and power t Power management services for companies and households t SGR seminar and conference centre t Quartopiano Suite Restaurant
Group Subsidiaries Figures show stock owned in subsidiaries by the parent company
SGR Reti SGR Servizi Intervento Pronto Technoterm Engineering Citygas Bulgaria Utilia Utilia Service Servizi CittĂ
100% 70.39% 100% 100% 100% 80% 50.5% 49.5%
2012 Sustainability Report Overview
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3
38
Rimini
municipalities served
municipalities served
Italy
Bulgaria
17,939 11,820
1,762
SoďŹ a SoďŹ a
gas customers
electricity customers
174,973
heat management customers
283 mln 154 mln 2,690
km gas pipelines (Italy)
310 mln
cubic meters gas transported
SGR Servizi's gas customers
950
gas customers
cubic metres gas sold
kWh electricity sold
605
km gas pipelines (Bulgaria)
72 mln
cubic metres gas distributed (Bulgaria)
70
employees
278
employees
SGR Group: key ďŹ gures
SGR Group
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Value added
People matter
It was carefully defined when our sustainability report was drafted. It does not only reflect the Group’s financial management trends, but is also a scale for the wealth produced and distributed to all stakeholders. The value added amounted to 59.5 million euros in 2012. The diagram below shows how it was allocated.
Our people lay pipes, carry out repair works, greet customers, help them solve problems, do their best to serve them.
30.5%
0.1% to the community
to the company
26.4% to human resources
11.6% to shareholders
2.6% to banks
28.8% to public administration
59.5 mln/€ value added produced
43.5
mln/€ wealth distributed to all stakeholders in the area
As a company we ask that each employee bring enthusiasm and loyalty. We are willing to take positive steps to help employees reconcile work commitments with home and personal life. We are also committed to promoting a culture of health and safety in the workplace as one of our main strategic goals. This is accomplished thanks to education and training programs within a comprehensive framework that integrates our Group‘s overall environmental management system and the health and safety management systems of all our subsidiaries. With 9,296 hours of education and training courses, on-the-job training, and skillupgrading information sessions in 2012, we regard the development of our human resources as a major key to success.
26.5
hours training hours per capita
-35%
total accidents compared to 2010
2012 Sustainability Report Overview
Human resources
348
5
Average age
41 years
HR by contract type
HR by grade
Percentage of total employees with permanent contract
95.11%
Number of employees with permanent contract
2.58%
60.92%
36.50%
Directors
Managers and ofďŹ ce workers
Manual workers
331
313
298 500 410 320 230
Female employees
140 50 2010
25%
2011
2012
HR Education and Training Hours by skill/topic
Women
88 46
100
26
80 60 40
Total training hours
2010
2011
2012
Managerial skills, technical skills and language skills
4,124
5,696 6,966
Health and safety in the workplace
1,455
1,228 2,330
20 0 2004
2008
2012
SGR Group
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Solid and longlasting relations Over the years we have preserved our strong ties with the local community and our grassroots origins. We continue capitalizing on experiences and good practices whilst innovating. We provide energy supplies and technical solutions to our customers in accordance to a service model which applies the highest safety and quality standards. The report that details our sustainability performance has been drafted in accordance with GRI, AAA 1000 APS and GBS guidelines. All the ideals which underpin the group’s relations philosophy can be captured in a single slogan: “We only make promises we can keep”. Our service counters, website and phone assistance, all managed by our own employees, are our essential tools for building collaborative relationships and facing the market’s requirements and expectations responsibly.
Our Customers
209, 83.6% gas customers
0.8%
heat management customers
34,202
maintenance, servicing and boiler and airconditioning taks carried out
0.5% gas customers in Bulgaria
2012 Sustainability Report Overview
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How to keep in touch
,208
Our call centre
35.61 seconds average call centre waiting time (quality standard required by authorities is 240 seconds)
5.6%
electricity customers
Our front ofďŹ ce
11 minutes
8.6%
average queueing time
boiler, heating and airconditioning systems and photovoltaic and thermal panel customers
0.9% district heating customers
Our help desk online
62,000 annual hits
SGR Group
Collaborating with schools and universities We contribute to the construction of integrated pathways between school and work, for the development of employability skills. Internship programmes We collaborate with high schools, vocational training agencies and universities by offering students internship opportunities. Framework agreements are currently in place with 16 institutions of secondary and tertiary education.
We interact and collaborate with universities on research projects of common interest. Study and research “Implementing sustainability reporting in SGR Group Italy and Bulgaria: challenges of transition from greenwashing to relational change using institutional theory” (Baldarelli, Kiosseva, Del Baldo) is a working paper presented at the 2012 CSEAR Conference held in Levico, Trento. CSEAR is the Centre for Social and Environmental Research of St. Andrews University, UK.
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As part of our commitment to supporting projects of environmental, social and cultural value, we look to the future of the community we serve by designing and conducting education initiatives in collaboration with local schools. My food is... An education project to get to know the region’s produce, guided by the people who grow, rear and process it, in order to learn the key to healthy eating. My house is... A project designed for secondary schools in order to raise awareness of important issues such as saving energy and sustainable development. Power to the children... Launched to raise energy awareness among preschool children, our “Energia-ia-o” project will initially involve 24 nursery schools, eventually branching out to all the nursery schools in the province of Rimini. The children will take part in drawing sessions and the creation of fictional stories with energy as the main topic.
1,485
students involved in educational programmes
2012 Sustainability Report Overview
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2012 Education projects
secondary schools
classes
My house is...
students
primary schools
classes
My food is...
students
14 35 704 6 10 231
SGR Group
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We are where we live Whatever the space we have chosen to live in, we must be aware of the good and the harm that we are doing to the environment. Minimizing our environmental impact and protecting
3,050,120
people’s health are the key challenges which underlie our group’s commitment to sustainability. To us, delivering clean energy means maintaining a deep sense of kinship with our end users – our customers and our fellow citizens at the same time.
kWh
electricity produced by co-generation plants
390
TOE primary energy saved through co-generation
35,073
513,425
GJ: measurement unit of energy
TOE: tonne of oil equivalent
GJ heating power delivered from distance heating and co-generation plants
Photovoltaic systems
District heating and cogeneration
kWh
annual production from photovoltaic systems
Heat management
2012 Sustainability Report Overview
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Bulgaria that still relies heavily on polluting energy sources – per capita consumption of gas is 2.5 times lower than the European average – and to redevelop plants to ensure greater safety for homes, schools and hospitals.
Since 2005 SGR Group has distributed and sold natural gas in Bulgaria through its subsidiary Citygas. Our mission is to make the use of methane widespread in a country
605 km 72 mln gas pipelines
cubic metres gas distributed
Romania
Silistra
Gabrovo
Serbia
Kazanlak
Sofia Plovdiv Macedonia
Radnevo Dimitrovgrad Haskovo
Kargiali Greece
A map of Bulgaria’s municipalities served
The Black Sea
Our offices Municipalities served
Our Group has marked the history of distribution and sale of natural gas in the Emilia Romagna and Marche regions in Italy. In over ďŹ fty years of activities, the group has forged solid and long-lasting relations with its customers and the community by adopting a service model based on safety, quality, trust and transparency.
SGR Group Via Chiabrera 34/d Rimini, Italy
t. +39 0541 303030 f. +39 0541 380344 www.gasrimini.it
English Language Edition Tamara Nigi Language and Educational Consultant with Andrew Tanzi (Milano Lingue) and Aprimondo (Claudia Ricci) Illustrations Laura Bortoloni