Keeping the quality of services high and sustainable
Consistent with its positioning as a Life Company, A2A is committed to ensuring the highest standards of quality in the sale of its products and services and in customer service, with which it aims to establish a relationship constantly based on transparency and reliability.
In 2022, the Group's sales companies sold a total of 2,328 million cubic meters of gas and 20,292 GWh of electricity.
In line with the Group's strategy aimed at a continuous path of development and growth at the national level in the sale of electricity and gas, A2A Energia has achieved several important milestones, including the award
of four lots through the auction procedures for the Gradual Protection Service for the delivery of electricity to micro-businesses with a total volume of almost 1 TWh/year.
In line with the objectives of the Strategic Plan related to the energy transition, the Group's sales companies have activated numerous offers and services to promote the use of green energy and support the energy efficiency of end customers.
In 2022, the companies of the Market Business Unit sold 6,989 GWh of green energy to their customers, an increase over 2021 of +40%.
Some 2021 numbers
44,000
Stakeholders involved in environmental education
4,976GWh
Green energy sold
7
Areas involved in stakeholder engagement initiatives
50%
Sponsorized SDG awareness initiatives
Actions
Responsibility in customer service and consumption optimization
In 2022, A2A Energia confirmed its focus on the electrification of mobility through a series of solutions proposed to its customers, including the new "all-inclusive" WALLBOX A2A service, which includes the supply and installation of a charging device for the electric car at home, as well as the A2A Easy Moving offer which, with a single fixed monthly contribution, allows customers to have 100% green energy at the cost price for home supply and to recharge their electric car.
In order to improve the support provided to its customers and increase the quality of service through new digital tools, in 2022 Unareti developed the virtual assistant "Uno", accessible from the website and via SMS, Telegram or Whatsapp.
In 2022, A2A was the first in Italy to achieve the challenging goal of certifying thermal and cooling energy
produced from renewable sources and distributed in its district heating and cooling networks. A2A specification "Heating and Cooling 100% GREEN" represents a unique aspect in the framework of regulation in Italy, as well as an important innovation for the Italian energy system.
The process of renewing and promoting digital channels continued in 2022; in fact, the A2A Energia website was renewed and the MyA2A App was launched, dedicated to all A2A Energia customers. It has been designed to improve and simplify the customer experience, increase customer satisfaction and increase brand appeal. In 2022, the A2A Energia call center received more than 2 million calls, while the commercial desks welcomed and served nearly 178,350 visitors.
Following the outbreak of the conflict in Ukraine and the ensuing humanitarian emergency, the Group chose to make its contribution by supporting customers of Ukrainian nationality through an in-bill bonus. Thanks to this initiative, A2A received the special "Friend of the Consumer 2022" award from Codacons.
Hitachi Rail and A2A, through its subsidiary A2A Energy Solutions, have signed a 20-year agreement with the Virtual PPA (Power Purchase Agreement) formula, which envisages the construction of new photovoltaic plants for the production of renewable energy at the Hitachi sites in Reggio Calabria, Naples
and Pistoia, both in self-consumption mode and as entities capable of conveying excess energy to other Group plants.
Responsible Procurement
The Group promotes responsible management throughout the supply chain, encouraging sustainable practices among suppliers and ensuring that they respect the principles of fairness, legality and transparency. 11,830 orders were issued in 2022 for supplies, services and works by Group companies, with a total value of 2,315,882,435 euro.
Approximately 97.8% of order value came from transactions with Italian suppliers and 61%5 of orders was awarded by tenders.
The "HSE from Procurement" project activities also continue in 2022, based on the need to establish a series of specific and necessary elements throughout the procurement management process to properly oversee the entire process of entrusting to contractors.
Lastly, a training course on Green Procurement practices was organized, which was attended by numerous
colleagues from different corporate functions, with the dual purpose of raising awareness on sustainable
procurement and training buyers on the use of the Ecovadis platform.
Initiatives for Promoting Separate Waste Collection
In 2022, AMSA renewed the agreements with partners in the large-scale retail sector for the collection of
used vegetable oil from households and small WEEE (Waste Electrical and Electronic Equipment). APRICA introduced the new service in 2022 for the collection of used vegetable oils, promoted together with the
Municipality of Brescia. Both companies have promoted proper waste collection at multi-ethnic restaurants with the “Un Sacco Etnico” project, engaging around 200 businesses in Milan, nine in Bergamo and 12 in Brescia. During the meetings, information was provided on proper waste separation and on the innovations introduced by the European Single Use Plastics Directive.
Finally, AMSA renewed its support for the "NoPlà" and "NoPlà AGain, reuse is win-win" projects, initiatives whose main aim is to reduce plastic, with a particular focus on combating the use of single-use plastic and on reuse as a virtuous practice.
Useful resources
Services
A2A S.p.A. - P.I. 11957540153