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Sustainable Development Goal

Build resilient infrastructure, promote sustainable industrialization and foster innovation

Sustainability Plan

Circular Economy

Energy Transition



ICT - Cyber & O.T. Security

Projects of infrastructural improvement and improvement of IT/OT/IoT/IIoT platforms and applications. Adoption of defence mechanisms and protection against logical, viral attacks

KPI 2020 2022 2026 2030
Achievement Cyber Resilience ISO 22301 certification By 2022 By 2022 By 2022 By 2022


Innovation and R&D

Develop investments in research and development, increasing the number of partnerships with international research centres and Universities. Develop new technologies, patents for technological innovation.

KPI 2020 2022 2026 2030
Number of people involved in idea generation and corporate entrepreneurship processes - 1,000 3,000 3,000



Maintain high quality standards of the services supplied by keeping high customer satisfaction levels

KPI 2020 2022 2026 2030
Number of supplies bollett@mail Market BU (k) 1,046 1,496 3,244 4,886
Digital contacts of total customers 21% 30% 31% 37%


Smart Grid

Develop solutions to offer a better information access infrastructure (Smart Grid) and improve the network resilience and to contribute to the growing electrification of consumption

KPI 2020 2022 2026  2030
Mains peak power (MWA) 1.7 2.2 2.8 3.2


District Heating

Help reduce the environmental impact of the cities, paying close attention to air quality, implementing district heating and district cooling

KPI 2020 2022 2026 2030
Energia da recuperi termici/rinnovabili (TWh) 1,4 1,7 2,3 2,9
CO2 evitata grazie al teleriscaldamento (kt/a) -225 -273 -430 -502


Performance 2020


renewable percentage (hydraulic, renewable fraction of waste, biogas, solar, wind) of the total of electricity produced 
(+ 6 p.p compared to 2019)


million of tonnes of waste treated in Group plants


smart water meter were installed by A2A Ciclo Idrico


 incidents of high and critical severity monitored

Efficient management of Group infrastructures


  • Completed works on two new treatment plants in the Brescia municipalities: San Paolo and Offlaga (for a total of 14,000 equivalent inhabitants)
  • Start of the sites for the construction of the new plants for the treatment of OFMSW (Organic Fraction of Municipal Solid Waste) and the production of compost and biomethane at Lacchiarella (Mi) and Cavaglià (BI)
  • Acquisition of the Group's first wind farm (8,2 MW), located in Campania, and start of the procedures to authorize the installation of electrochemical storage systems for a portfolio of projects of around 60 MW to be built at sites it owns
  • A2A Calore e Servizi entered into an agreement with the REA DALMINE industrial plant, owned by Greenthesis Group, which provides for a 50% increase in the heat available in the district heating network of the city of Bergamo  
  • Completed, on the Milan electricity network, the plan to improve the resilience of electricity grids against the extreme events related to the climate change replacing more than 10,000 joints

Performance 2020


TWh of green energy sold  
(+72% compared to 2019)

- 16%

direct greenhouse gas emissions 

- 96%

 indirect greenhouse gas emissions
(Market based)


million tonnes of CO2 emissions avoided through the use of waste-to-energy, production from renewable sources and cogeneration 


  • Aligned the A2A's emission targets with Paris Agreement: reduction by 47% of direct CO2 emissions (Scope1) at 2030; reduction by 100% of indirect CO2 emissions Scope2 by 2024; reduction by 20% of indirect CO2 emissions Scope3 by 2030
  • Improved all indicators relating to greenhouse gas emissions, linked to both direct and indirect emissions and the Group's value chain
  • Start of the project of an innovative system for the treatment of combustion fumes of the Brescia Waste-to-energy Plant, aimed at reducing emissions and recovering the residual heat still present in the fumes for the district heating system in Brescia
  • Use of coal at the Lamarmora plant abandoned
  • From January 2020, start of the supply of 100% renewable electricity certified by the "GO" (Guarantee of Origin) for all the A2A Group's sites

Electricity produced by type of source

(*) For non-hazardous waste, a renewable fraction of 51% was assumed (ref. Decree of the Ministry of Economic Development of December 18, 2008). Consequently, the non-renewable fraction was assumed to be 49%


SBTi Target Emission Factor (gCO2/kWw)

Performance 2020


suscriptions at the Bollett@mail service
(+ 75,3% compared to 2019)


Call centre satisfaction index of A2A Energia


Satisfaction index for municipal sanitation services of Amsa (Milano)


Satisfaction index for  municipal sanitation services of Aprica (Bergamo)

Customer satisfaction after a call to the call centre (% on assessments recorded)


  • Promoted new offers for the sale of green energy, energy efficiency and sustainable mobility products and services for our energy and mobility customers 
  • Also continued in 2020 of the process of digitalizing billing tools for customers
  • Launch of the online quiz “PensoGreen” designed primarily for families with children, to promote the culture of sustainability between our consumers
  • Implemented the “Bergamo più green” offer for all buildings with a central heating system that can be connected to the district heating network in the development areas. New customers are offered free of charge the realization of all connection works, including the installation of the heat exchange substation and its heat exchanger and the reconnection to the existing secondary system
  • Available on the website of A2A Ciclo Idrico the new online booking service for the counters to avoiding queues and waits, and therefore assemblages 
  • Promoted numerous campaigns to raise awareness of separate collection (the communication campaign to improve the quality of plastic collected in Milan; the campaign on the correct disposal of packaging cartons; the information campaign on the damage caused by cigarette butts abandoned on the ground)

General indicators of the emergency service

2020 Standard A2A Ciclo Idrico ASVT
    Cases that comply with the standard % Actual average time Cases that comply with the standard % Actual average time
Response time to emergency call ≤120 seconds 91.55 64 sec 93.34 % 52 sec
Arrival time at the place of emergency call 3 hours 97,48 1:19 (h:mm) 100 % 0:47 (h:mm)


Performance 2020


 first start-ups financed thanks to the "Corporate Venture Capital" project


ideas collected in "A2A Call for ideas"


start-ups from around the world met to develop solutions in the field of sustainability (Plug&Play-Sustainability batch)


sensors ("noise loggers") installed for early detection of water leaks ( Aquarius Project)


  • Start of the A2A Call for ideas initiative created with the aim of accelerating the process of the emergence of ideas in support of the Group's strategic objectives in a Corporate Intrapreneurship perspective
  • Launch of challenges on open innovation platforms: the WtE Challenge (to optimize the perfor-mance and efficiency of waste-to-energy plants); the Networks & District Heating BU Challenge (to find new projects for the development of compact underground electrical substations for urban areas)
  • Financed the italian start-up "Circular Materials" that has patented a technology for the removal of heavy and precious metals from industrial wastewater with a view to the circular economy
  • Signed a Memorandum of Understanding with Snam, Ardian and FNM to give further impetus to the development of green hydrogen. The aim is the creation in Valcamonica of the first Italian "Hydrogen Valley", providing it with a fleet of hydrogen trains and related infrastructure
  • Start of the collaboration between A2A Smart City and  Franciacorta Consortium concerned the activation of a monitoring service aimed at collecting meteorological data (air temperature and humidity, rain gauge and dew point) and data relating to the soil (temperature and humidity) 

Performance 2020


million euro/year the turnover for the lots awarded for the safeguard service


play areas (in Milan, Bergamo and Brescia) sanitized during the management of Covid-19 emergency


km of streets (in Milan, Bergamo and Brescia) sanitized during the management of Covid-19 emergency


calls received by the "anti-fraud" toll-free number 

Customer satisfaction on the services provided at A2A ENERGIA 

  2018 2019 2020
Positive 98.30% 98.70% 99.60%
Negative 1.70% 1.30% 0.40%



  • A2A Energia was awarded two lots in the tender to identify the operators of the safe-guard service for 2021 and 2022, for a total volume of approximately 700 GWh/year. The lots concern the regions of Lombardy (lot 2) and Tuscany, Marche, Sardinia (lot 4)
  • Numerous concessions for customers in difficult situations linked to the Covid-19 emergency (interruption of suspension of supplies due to arrears, suspended the sending of payment requests; provided for the non-application of interest for late payments)
  • Carried out numerous extraordinary initiatives by Amsa and Aprica to manage the Covid-19 emergency (introduced a new street washing service, extraordinary washing of the play areas in public parks, mobile toilets for the homeless in 13 locations identified by the Municipal Administration of Milan, sanitization of roadside bins by Aprica)
  • Promotion of Bolletta Free, the service available in the Customer Area - on the website - that allows interacting with the bill from any device (PC, tablet and smartphone)
  • Strengthened the "anti-fraud" toll-free number, active since 2012, thanks to the “Acciuffa la truffa” (Catch the scam) project, carried out in collaboration with some consumer associations

Material Issues

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Our concept of sustainability

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the different dimensions of our model