Performance ESG

Since 2003, Poste Italiane has adopted its own Organisational Model, which is continuously updated in line with regulatory, organisational and business developments, with the aim of building a structured and organic system of guiding principles, operating procedures and other specific safeguards, inspired by criteria of sound business management and aimed, in line with the Company’s purpose, at preventing the commission of the offences set out in the Decree, as well as protecting the interests of stakeholders relevant to the Company itself.
The Model consists of a General Section and Special Sections, each of which relates to a class of offence relevant to the Company. The General Section provides a description, adapted to the business specificity of Poste Italiane, of the contents explicitly required by Legislative Decree 231/2001, (e.g. the regulation, the governance of the Company, the Supervisory Board, training/information activities, the system of sanctions, etc.) as well as the Company’s integrated internal control and risk management system (e.g. the integrated risk management process, the Company Regulatory System, the Group’s Code of Ethics and Policies, the Corporate Governance System); the individual Special Sections outline, according to a logic based on processes, the different types of offences concretely and potentially relevant in the Company, as well as the corporate processes, sensitive activities, rules of conduct and specific control principles analysed for each class of offence.
In Poste Italiane’s Model 231, sustainability issues are also of significant importance, in line with the Company’s current strategic direction and in consideration of the correlations and synergies between them and Decree 231. Model 231 constitutes a tool that, through the identification of specific control measures to prevent the perpetration of offences ascribable to Decree 231, also contributes to supporting the Company in the realisation of the material topics defined by it within the 8 Pillars of Sustainability that contribute to the achievement of the United Nations Sustainable Development Goals.
Poste Italiane, with a view to strengthen and continually improve its Internal Control and Risk Management System, promptly adapted to recent regulatory developments concerning non-cash payment instruments and cultural heritage, given the Company’s important role in financial intermediation, as well as the importance of movable and immovable assets subject to cultural protection and in the Company’s possession.
Following the recent regulatory developments mainly concerning non-cash payment instruments, cultural heritage and public disbursements, the Risk Assessment and 231 Gap Analysis was updated, by verifying the adequacy of internal organisational and procedural tools.
Following the aforementioned analyses, activities were carried out to update the Organisation, Management and Control Model pursuant to Legislative Decree 231/2001, aimed at ensuring its adequacy and suitability.

On 28 November 2022, Poste Italiane’s first Compliance Day “Compliance, a strategy for global challenges”was held. Its purpose was, on the one hand, to bring together Poste Italiane’s Compliance Professional Family in an institutionalised format, with the contribution to the work of the heads of important Compliance functions at central level and within the Group, and, on the other hand, to maintain the training profile, broadening the participation to the heads of corporate functions and structures affected by the widespread application of regulations and by the management of compliance risks. The event, which took place in the Palazzo delle Poste in Piazza San Silvestro and virtually via the Microsoft Teams platform, involved around 1,400 participants, of which 40 in attendance (managers and members of the main functions within the Compliance professional family) and the remainder through a remote connection (managers and executives responsible up to the fifth level of the Group).
In line with Poste Italiane’s commitment to disseminating the culture of Compliance at all levels in a context – characterised by the health emergency, the economic crisis and geo-political instability – that continues to confront the Company with increasingly demanding challenges, the event was an opportunity for all Poste Italiane’s Compliance people and professionals to meet and exchange views, which saw the commitment also of the Top Management reaffirmed in the operational and daily management of non-compliance risks as an essential component of the strategy for sustainable development.

Compliance with the UNI ISO 37001 standard, relating to anti-corruption management systems, represents an opportunity for Poste Italiane to strengthen its commitment to fight corruption and contribute to consolidating the principle of legality, with obvious benefits for the protection of the Company’s reputation and assets. As far as Group companies are concerned, after Poste Vita, PostePay, BancoPosta Fondi SGR, SDA Express Courier head office and Poste Assicura obtained the certification (as of 2019), in 2022, EGI and Postel also obtained this certification, which was extended to the territorial areas of SDA Express Courier.

ISO 37301 “Compliance management systems – Requirements with guidance for use” governs the elements necessary for an organisation to develop, implement, maintain and improve an effective Compliance Management System, focusing on the importance of spreading a culture of compliance within the organisation that contributes to the pursuit of sustainable success. In April 2022, Poste Italiane was the first company in Italy to obtain this certification from IMQ for the management of Integrated Compliance to oversee the processes of design, development and delivery of Postal, Financial and Logistical Services in the areas of administrative, accounting and fiscal responsibility.
In 2022, Poste Italiane also obtained ISO 37002 “Whistleblowing”, an international standard aimed at providing a comprehensive guide to help organisations define, develop, implement, and effectively maintain a Management System on the process of receiving and handling whistleblowing.

The historic collaboration with Guardia di Finanza (Finance Policy) and the signed protocol provide even more effective and up-to-date tools to counter any abuse and make a concrete contribution to the country’s development.
The Memorandum of Understanding with Guardia di Finanza consolidates the entrenchment of company standards and rules in processes, through the increasingly widespread dissemination of the principles of legality and transparency in the market and the prevention of financial offences. In particular, within the framework of the Protocol, the shared objectives are the fight against tax evasion, avoidance and fraud, offences relating to public expenditure, economic and financial crime, money laundering, counterfeiting and fraud concerning payment systems. The Protocol also stipulates that Poste Italiane shall assist in the work of prevention and law enforcement by sharing with Guardia di Finanza its wealth of information against unlawful acts in areas of institutional interest carried out also by exploiting technological and IT means. Under the agreement, Poste Italiane will make available to Guardia di Finanza the data in the “Identity Check” system, which will be useful for investigations to prevent and repress fraud and any other offence of an economic or financial nature. The Protocol also establishes regular meetings to review the progress of the collaboration and share information on new fraud scenarios and initiatives to be implemented.

Through the Memorandum of Understanding with Arma dei Carabinieri, Poste Italiane consolidates the rooting of company rules and regulations in its processes and strongly reaffirms – internally and externally – the organisation’s position on issues of legality, safety at work and training. On the basis of the Protocol with Arma dei Carabinieri, Poste Italiane also relies on the expertise of the Carabinieri to ensure maximum compliance with labour, social security and work safety regulations at construction sites opened for building work at Poste Italiane premises.

In 2022, projects and activities were implemented as part of the fraud prevention management process through an integrated anti-fraud system. In addition, initiatives for the evolution and adaptation of support information systems continued, in specifically with the Integrated Anti-fraud Platform (PIAF), an innovative fraud prevention system that includes all digital financial products and services of: On US Monetics, e-commerce and digital banking, based on predictive analytical models and enabling – in real time and subject to pre-authorisation mode (as required by the Regulations) – the monitoring of transactions ordered by customers. This platform includes the implementation of a single behavioural prevention/detection machine learning solution for all channels, and the subsequent start of the migration of all Payment Cards to the new Integrated Anti-fraud Platform (PIAF).

Legislative Decrete 231/2001
The online course “The Decree 231 in business ethics” continued to be delivered in 2022. It describes, through the stories of its protagonists, the general contents of Legislative Decree 231/2001 and the tools that Poste Italiane has adopted to comply with the principles and provisions of the Decree. The course falls within the scope of compulsory training and is therefore intended for all Poste Italiane Group staff. The training initiative illustrates general topics of Decree 231 that are also of interest to the Subsidiaries. Nevertheless, it is the responsibility of each Subsidiary to assess any additional training needs in this area, taking into account the specific activities carried out by its employees and the operational and organisational peculiarities of the Company. Moreover, within the scope of the training initiatives promoted for the managerial roles of the Poste Italiane Group, the following training events on the topics of Legislative Decree 231/01 “The types of corruption offences” and “Market protection and corporate offences” were introduced.

GDPR
Since 2019, the Group has been delivering the online course “The GDPR – General Data Protection Regulation”, which aims to provide an overview of the new features introduced and the obligations established by the General Data Protection Regulation EU 2016/679, focusing on the principle of accountability and the security measures that the data controller and data processor must take in order to ensure the protection of personal data. The course ends by outlining the relevant supervisory authorities, means of redress and sanctions in the event of a breach of the Regulation. The initiative is intended for all Poste Italiane Group staff, as part of the mandatory training programme. In addition, for the resources that have the role of Data Processing Delegate, of Compiler to support the delegate and their collaborators involved in the activity of keeping the processing register, the Company has organised training workshops on the subject of “Data Processing” delivered through webinars that provide an overview of the organisational and regulatory aspects of the GDPR, focusing in particular on the management of data processing, and aim to strengthen accountability and specific knowledge on the subject of personal data processing.

IT Security
Like in previous years, the Group continued the delivery of the online course “Cyber Security”, which illustrates the topic of cybersecurity, highlighting its importance in relation to the many aspects of professional life on which it can impact. The initiative is intended for all Poste Italiane Group staff.

Antitrust
Since May 2021, Poste Italiane has been delivering the training webinar “New Group Compliance Programmes – Integrated Compliance and Antitrust Compliance” aimed at the Group’s management figures. In addition, since January 2022, the Company has started delivering the online course “Group Integrated Compliance”, which promotes awareness of the guiding principles of the “Integrated Compliance Programme” adopted by Poste Italiane. The course presents the main corporate regulatory tools through the analysis of the reference guidelines and contributes to the creation and dissemination of a corporate culture that is aware and attentive to the issue of compliance as a strategic objective and fundamental value of the Company. The training initiative is intended for resources working in the Group’s central and territorial staff functions. Training continued with a further online course entitled “Compliance for competition and consumer protection” delivered for the same target group in February.

Anti-corruption
In continuity with the previous two-year period, training activities continued for all Poste Italiane Group personnel on anti-corruption, describing the integrated Quality and Anti-Corruption Management System that Poste Italiane has adopted, focusing on the provisions of the relevant regulations and, through the description and analysis of concrete cases, on the good practices to be followed to ensure quality and prevent corruption.

Anti-money laundering and anti-terrorism
In 2022, the usual ESMA/IVASS induction and refresher training programmes were delivered in line with the financial and insurance industry regulations, with a particular focus on Anti-Money Laundering and Ethics. For the Group Anti-Money Laundering function, a professional course was delivered with the aim of further deepening the knowledge of the pillars of AML regulation.

Sustainability and corporate policies
In this area, the Group continued with the provision of two courses in 2022 in continuity with the previous two-year period: “Business and Human Rights Protection”, an online training programme open to all employees and aimed at promoting the knowledge and dissemination of the guiding principles adopted by the UN Human Rights Council. The course contents are produced and certified by SIOI (Italian Society for International Organisation), which can be taken through digital learning. “Document Management”, a course intended for all Poste Italiane Headquarters personnel, down to the third organisational levels, which describes the “Document Management” procedure, essential to ensure that Poste Italiane’s Corporate Regulatory System achieves its objectives. The Regulatory System regulates both the reference principles, architecture and life cycle of regulatory documents and the roles and responsibilities of the various players involved in the document management process. It is therefore fundamental that these players, when drafting or updating company documents, know and apply the rules defined by the “Document Management” Procedure;

Transport safety and dangerous goods
The Group has organised “Air Security” training courses aimed at the resources involved in ensuring – for air freight – that security checks are carried out on cargo or mail in accordance with the regulations and in liaison with ENAC. In particular, they are made up of “Initial Training” and “Periodic Update Training” separated according to the activities/role performed. In addition, in order to ensure the safety of employees driving HGVs, the Group organised “CQC – Carte Qualificazione Conducente” training for them. Again, the course consists of an “Initial Training” (CQC issue) and a subsequent “Periodic Update”. Finally, with a view to ensuring regulatory compliance of the services provided by Poste Italiane with regard to the transport of dangerous goods, the Company provided courses on “Dangerous Goods”. Organised training is differentiated according to the mode of transport. For air transport, the “Dangerous Goods Regulation” course was delivered, a specific training activity to support resources in the proper handling of dangerous goods. With regard to road transport, on the other hand, the course “ADR: European Agreement concerning the international carriage of dangerous goods by road” was organized.

Mail, Parcels and Distribution
Training initiatives focus not only on skills upgrading and testing programmes based on IVASS and ESMA regulatory requirements, but also on the development of digital, innovation and change and complexity management skills. The Group also invested in important training projects, involving the commercial structures of the Private Market and the Corporate and Public Administration Market. In 2022, in line with the regulations of the financial and insurance sector involving the Commercial, Customer Service and internal trainers of the BP – Channel Product Support function, the usual ESMA/IVASS 60 and 30 hour induction and refresher training programmes were delivered; the mapping of development and training needs (annual assessment) was carried out for both the financial and insurance sectors, with particular focus on Anti-Money Laundering and Ethics. In December, the 30-hour ESMA tests valid for maintaining the ISO 22222 investment advisory service certification of MP’s sales network were completed. The year saw the completion of the training course on aligning the specialised skills of the Financial Claims Management function in SAC, which will provide for an annual refresher course from 2023 onwards. In the area of Customer Operations, in particular in the area of Customer Service, training initiatives were carried out focusing on the importance of the relationship with the customer and the ability to interpret his needs, as well as on the evolution of the omnichannel value assistance model with a view to proactivity and addressing the MP sales network. In the Postal and Logistics area, training initiatives were carried out, in continuity with last year, to foster the orientation towards transformation through the dissemination of the Lean methodology as a cultural model and approach to work, as well as specific projects concerning postmen and women and other professional figures, thus also strengthening management and operational effectiveness. In particular, training courses were held for Quality Managers and Safety Specialists, with the aim of enhancing integration, proactivity and cross-functional relations. Finally, with specific reference to counter operators, the training activity on relational proactivity aimed at understanding customers’ needs and seizing business opportunities in synergy with the sales network was completed. To further support technical expertise and with a view to continuous improvement, training initiatives were carried out on the Methods-Time Measurement (MTM) methodology and on the design of internal micro-logistics flows. In the area of Information & Communication Technology (ICT), numerous training activities were carried out to develop, strengthen and update specialised IT skills. Given the highly specialised and broad context of Information Technology, the acquisition of an ICT Catalogue of over 4,000 courses made it possible to cover the thematic macro-areas of interest, supporting the training of specifically qualified structures. For Group companies, we highlight the training initiatives implemented by SDA to pursue innovation and optimisation in order to meet future challenges related to new business, and the training activities carried out by Poste Air Cargo to maintain and develop the specific knowledge of flight and maintenance personnel.

Financial Services
The Group provided various training activities for the BancoPosta function aimed at learning and consolidating specialised skills and digital skills. During 2022, various initiatives were carried out to support the specialist figures dedicated to BancoPosta and BancoPosta Fondi SGR functions, aimed at supporting specific skills in the area of market scenario and evolution; ad hoc training measures, in line with regulatory provisions, were also carried out on Compliance and Anti-Money Laundering issues, in response to the mapping of skills carried out and aimed at targeting the training actions to support them. Finally, training activities were carried out at BancoPosta Fondi SGR in 2022 with the aim of strengthening skills in various areas such as:

• mandatory regulatory: “Knowledge and Competence” course, “Relevant Personal Transactions” workshop (Market Abuse), “Group Business Continuity Management” training and anti-money laundering regulatory training;
• technical specialisation: in-depth analysis of regulatory and civil law aspects applicable to AMC in the areas of taxation, inheritance, seizures, privacy; non-banking financial intermediary financial statements; advanced bank risk analysis; corporate credit analysis; financial markets-investment choices and uncertainty factors; the new outsourcing framework between Bank of Italy transposition of EBA guidelines and new ESMA guidelines on the cloud;
• managerial: delivery of webinars with SDA Bocconi.

Insurance Services
The aim of the training for the Poste Vita Group (Poste Vita, PosteAssicura) was to update the skills of the various professionals. In particular, the updating of skills has concerned regulatory and compliance issues specific to the insurance sector (IVASS regulations, Legislative Decree 231/01, Anti-Money Laundering and Anti-Terrorism, Quality and Anti-Corruption, GDPR Privacy, Information Security, Fraud Management, Occupational Safety, Sustainability and Company Policies, ISO 9001 and 37001, Data Quality, Business Continuity Plan, Company Regulatory System, Privacy-Processing Register). In addition, training initiatives were focused on specialised knowledge development topics (Actuarial training, Life and Non-Life insurance product updates, Innovation, Finance, ESG, Fintech, SQL Server standard training, insurance anti-fraud). Finally, in line with the previous year, ample space was reserved for the development of soft skills, new talent development and managerial skills.

Payments and Mobile
The training courses for Postepay continue to focus on cross-cutting topics, with a focus on digital, financial and professional effectiveness. The Group promoted the strengthening of skills in banking, service design and ICT. In order to support managerial development and the acquisition of skills on core issues for the Company, 24 “Executive Lab” courses and annual Master’s courses with strategic and innovative content were provided, organised by the Luiss Business School, Fondazione CUOA and Scuola Palo Alto. Finally, for specialised training of particular relevance, the “EU Telecoms Regulation Master Programme” organised by the Cullen International SA School, which aims to provide a comprehensive overview of regulatory issues and developments in telecommunications in the sector; the “Master Program in Advanced Data Science and Quantitative Finance” organised by the ARPM School, which addresses topics related to quantitative risk management and portfolio construction. Lastly, in the field of Energy, we note the participation in the Milan SUMMIT organised by ARCHITECTA.

Poste Italiane, in order to consolidate its sustainable development strategy, launched in November 2021, “INSIEME 24 SI’”, the platform for collecting ideas and contributions aimed at the entire Group population. It transversally involves the different areas of the Company’s organisation, consistent with the objective of responsible growth and the process of digitalisation and social cohesion, promoting proactivity, innovating and creating shared value. In the context of Poste Italiane’s Strategic Plan, “INSIEME 24 SI” represents a space in which the contribution of all stakeholders, as contributors, can be taken into account for the purposes of the Plan’s implementation, fitting within the eight pillars of the sustainability strategy. The initiative is cyclical: the first edition, which ended in June 2022, saw in its main stages the participation of around 100 teams, comprising a total of 350 people, in an innovation marathon, the Bootcamp, during which the proposed ideas were discussed in greater depth and pitches presented to the jury of in-house managers. From the Bootcamp, 10 proposals were selected that followed an incubation path typical of start-ups: the teams, comprising a total of 56 people, working with the agile/sprint methodology and thanks to internal mentors and external tutors, produced a prototype that was presented to top management during the final event. These 10 prototype solutions, thanks to the sponsorship of business functions, are currently being consolidated and implemented so that they can become concrete projects capable of generating a positive impact inside and outside the Company. The best three ideas further pursued the development of skills related to innovation and sustainability through participation in the training initiative “Entrepreneurial mindset & Launch your start-up”, developed in collaboration with LUISS Business School. The experience, aimed at strengthening the entrepreneurial approach, allowed the participants to interface with the start-up eco-system in an immersive way, reflecting on possible internal barriers and facilitating the process of changing existing processes. In September 2022, the 2nd edition was launched. Since the start of the programme, more than 1,300 ideas submitted by employees have been proposed and evaluated, and as of January 2023, 2,000 people are registered on the platform as contributors, putting their skills at the disposal of the Company and the ideas collected. Both editions saw wide participation and engagement, also witnessed by the accesses to the intranet and campaign news (27,000 in the 1st edition, over 21,000 in the 2nd edition, until January 2023) and the “likes” receive during the “social” scoring of the ideas of the two waves (about 18,000 in both the 1st and 2nd editions).

In line with the positive activities undertaken over the past three years, a new edition of Corporate Mentoring was launched in 2022, involving 81 aspiring mentors in a learning-oriented group coaching course. The Corporate Mentoring programme, coordinated by the Development and Performance Management function, is part of the personal development initiatives and aims to ensure a circularity of experience and leadership between company managers (Mentors) and employees (Mentees), through an exchange of values that is enhanced by the logic of inclusion and diversity in all its facets (generational, gender, territorial, cross-functional). The Mentoring relationship helps to reinforce the values and identity that the Poste Italiane Group wishes to express, as well as to ensure the successful accompaniment of the development of younger employees.

An important role within training is certainly covered by cross-training activities, which enable knowledge to be increased on topics common to several professional families, developing skills from an interfunctional perspective and fostering an exchange of value, both personal and professional. A significant cross-cutting initiative, carried out during 2022 together with the Corporate Protection function, was dedicated to the topic of Eco-Driving. This activity is part of the actions implemented by Poste Italiane to contribute to the reduction of CO2 emissions in the air and raise awareness of environmentally sustainable driving. The Corporate University also has two in-house Academies that focus on transversal core competencies, namely the Managerial Academy, which oversees the development of managerial competencies for senior roles, and the Digital Academy and Innovation, which ensures the design and development of online courses, the re-engineering of learning processes and tools, and scouts for innovative training solutions. Digital is a cross-cutting area but it is vital to every activity in the Company. For this reason, several initiatives were carried out during 2022 to increase employees’ skills in this area, such as the “Digital Voices” programme. In addition, activities aimed at developing managerial skills related to the Business Units in Post, Communication and Logistics (PCL) continued with training on the Lean methodology (Lean Academy), while in the Private Market, courses were developed for Sales Managers and Operational Management Managers aimed at strengthening their roles following the revision of the territorial organisational model. In BancoPosta and in Mercato Business and Public Administration, “Team building” projects were carried out to foster knowledge and cooperation between the members of the Top Management of the respective functions.

Insourcing and re-employment
Poste Italiane’s “Insourcing and Re-employment “ project provides for the redeployment of staff previously employed in other production sectors in new or strategic activities, fulfilling a social function of valorising people. The programme, designed to train and provide new skills with a view to professional growth and flexibility, was also dedicated to the re-employment of ‘workers in a condition of fragility’ within the meaning of current legal provisions who, unable to work on company premises in relation to health emergencies, found different employment to protect health and safety in the workplace. The re-employment of internal staff enables the in-house management of previously outsourced activities, with benefits both in terms of maximising productivity and saving on the profit and loss account, enabling the reduction of the use of external supplies. During 2022, 1,900 people were interviewed, of whom 1,252 were redeployed within the targeted functions/areas of re-employment through reskilling and training aimed at enrichment and acquisition of new knowledge. The programme was very successful among the employees.

Development programmes in the 2020-2021-2022 three-year period
The development programmes put in place in the 2020-2021-2022 three-year period resulted in benefits both in terms of containing the absenteeism rate and in a visible impact on the turnover rate for voluntary departures from the Company. The analysis of the target group involved in at least one development initiative in the last three years refers to diversified programmes and actions, such as:

• scouting processes (MLAB; POP; Smart assessment, Talent Review, etc.) functional to bring out talented resources;
• competence development initiatives (Coaching; Mentoring; Counselling, etc.) functional to accompany people in their growth and accelerate their development in relation to company and business needs;
• engagement activities (INSIEME 24SI) and putting into play a self-entrepreneurial and innovative approach to contribute to the realisation of the Company’s strategic objectives.

Generally speaking, development programmes not only enhance and consolidate participants’ skills, but also offer benefits in terms of engagement, motivation and a sense of belonging.

Confirming the validity of Poste Italiane’s training offer, the Group obtained certification of its training processes in November 2021, valid until 2024 (UNI ISO 29993:2019). The certification came after the profound transformation of training processes through the revision of the organisational model of the Corporate University for Academy, the implementation of new tools and support systems, and the delivery of training almost exclusively by remote. This certification is important for the robustness and solidity of the implemented training model. In October 2022, the annual surveillance audit was passed with no findings, which highlighted positively evaluated elements such as the constant adaptation of the training management process and its supporting processes with the implementation of meaningful monitoring indicators, and the strong push for innovation in digital processes from training needs analysis to user satisfaction.

Poste Italiane, in its strategic business vision, aims to increasingly and constantly foster the integration of social and relational dimensions in order to improve its competitive positioning in the market. This has led the Company to play a primary role in a wider context than its business scope. The social vocation towards sustainable growth models, proximity to the territory, and the ability to establish a close bond with people has, therefore, led the Group to outline a new backbone of intervention towards community welfare logics, in synergy with local communities for corporate welfare services to support the vulnerabilities of employees and citizens. The Company aims to make community welfare solutions and services available both to employees and their families and to local citizens, through forms of collaboration with the Third Sector and local authorities. The plan therefore envisages a reorientation of welfare services to make them usable for the community as well. To this end, a design and feasibility study was launched in 2022 for the redevelopment of a company property located in Bologna, with the aim of creating meeting and socialisation places for people belonging to weak or vulnerable groups, such as the disabled, the elderly, unemployed young people, and women victims of violence.

Survey “Poste Mondo Welfare”: survey aimed at non-executive employees of the Parent Company and the Group Companies participating in the programme to detect the satisfaction of the participants in the plan to convert the result bonus into welfare and to incorporate the needs of the entire company population for the launch of the edition referring to the year 2022. In particular, the activity consists of a series of surveys aimed at programme members to detect their enjoyment of the experience of the various services and their prospective needs, and at the entire corporate population to increase the level of engagement and participation on the value of the programme in relation to the launch of the annual edition as well as the better setting of the offer in relation to the real needs of the corporate population. The rating scale on which the survey was based provided values from 1 to 10. 2022

Home-Work Mobility Survey: annual survey that analyses employees’ homework travel habits in order to identify, in the medium and long term, sustainable mobility solutions to reduce CO2 emissions in the interests of employees and the community. The survey was conducted using CAWI methodology and featured multiple-choice questions, radio buttons and open fields.

New Intranet Survey: survey aimed at co-designing the content of the new “NoidiPoste” intranet. The survey was conducted using CAWI methodology and featured multiple-choice questions, radio buttons and open fields.

“Call to Action” Survey: fact-finding survey addressed to Internal Workers and Production workers (profiled) to acquire the orientation of the personnel affected by the reorganisation with respect to the various relocation options, as defined by the trade union agreement of 2 August 2022.

“Dicci la tua su Poste Energia” Survey: listening survey on “Energia160”, the PosteEnergia electricity and gas offer reserved to employees.

New Newsletter Survey: questionnaire on the new format of the weekly internal communication newsletter. The survey was carried out with Microsoft Forms and featured multiple-choice questions, radio buttons and open fields.

“PosteIn – Diversity & Inclusion secondo te” Survey: survey of the entire company population with the aim of understanding how Poste Italiane’s commitment to Diversity & Inclusion issues is perceived by employees. The survey was carried out in cooperation with online administration and dissemination through the company intranet, official news, TG and newsletters.

“Progetto di ricerca con Polimi” Survey: the survey, launched in June 2022, is part of the research project conducted by the Politecnico di Milano to build an interpretative model on employee engagement/disengagement with respect to set variables. The target group was approximately 11,000 people representatives of the main corporate functions. The project envisaged the administration of the survey at two different times approximately one year apart. The analysis of the results of the first survey was completed in 2022, and the second one is planned for the first half of 2023. The survey was structured with a set of questions attributable to the following clusters:

• level of well-being;
• working in Poste Italiane;
• leadership in Poste Italiane.

“DDay Poste Plurale, Universale” Survey: feedback questionnaire conducted anonymously among employees who participated in the corporate event Diversity & Inclusion day with testimonies from employees and external guests on the topics of gender, generations, vulnerability, interculturality to collect satisfaction and programmatic ideas for the next editions of the initiative.

For many years, the Company has identified part-time work as a valid instrument of labour flexibility that enables it to meet the individual work-life balance interests of employees with the organisational needs of the Company, and provides economic incentives for workers’ requests to transform full-time employment into part-time work. In addition, on the occasion of the renewal of the relevant CCNL, signed on 23 June 2021, regulations were introduced for the presentation of requests for the transformation from full-time to part-time by the workers concerned, providing for the possibility of formulating the request every six months and with reference to the specific time slots (so-called clusters) made known, from time to time, by the Company.

An important role within the Company is attributed to professionals who are parents in their private lives, for whom initiatives, policies and support services are put in place to support and reconcile private and working life. One example is the Company’s decision to launch the Support for Active Parenting Policy in 2022, in order to support the role of parents and enhance gender balance, overcoming stereotypes, discrimination and prejudice in the workplace. Poste Italiane provides crèches at its Rome and Bologna offices for the children/grandchildren of Group employees and, for a portion, for users from municipal and third-party entities as a subsidiary response to the needs of local users. The service is extended to more than 100 families with children from 3 to 36 months and an employee contribution from the Company of 55% of the value of the monthly fee is provided. The objective is to guarantee a flexible educational service in relation to work pace, to combine professionalism and quality in respect of the values expressed by families. The distinctiveness of the educational programme is represented by an integrated relational approach on the part of all the players involved in the process, by attention to the values of environmental sustainability (such as the use of at least 50% organic, PDO and PGI and 0 km food), by cross-culturalism (bilingualism) and by inclusion and educational alliance with families to foster a structured dialogue, also through innovative communication methods. These include new opportunities for exchange and participation, such as the interactive app, new seminar programmes to support parenting, thematic webinars extended to all employees, and a counselling service as a listening and reflection space offered to parents to explore any difficulties related to their children’s developmental processes and transition phases. To strengthen the initiatives in support of active parenthood, in line with previous years, the Company continued the Lifeed project, a digital platform active since 2015 formerly known as MAAM, and activate the MultiMe®Finder programme, in order to improve awareness of the roles played in different life experiences.

With 11,000 health services in two years, Poste Centro Medico consolidates its role as a safeguard of the well-being of employees and their families. In 2022 the activities of Poste Centro Medico, the centre of excellence dedicated to the care and prevention of Poste Italiane employees, their families and pensioners continued, with the aim of strengthening the well-being of employees in the workplace by offering medical services and preventive health-care. The Outpatient Clinic is coordinated by a Clinical and Healthcare Director and brings together a significant number of professionals working in the most important national healthcare facilities. Poste Centro Medico offers qualified services and provides specialist examinations, instrumental and ultrasound examinations in 13 medical areas, as well as diagnostic imaging and other medical services. The Centro Medico is also equipped with state-of-the-art medical equipment (state-of-the-art ultrasound scanners, videodermatoscope, gynaecological unit, ophthalmic equipment, etc.). In particular, in 2022, Poste Centro Medico expanded its range of services: one example is the introduction in May 2022, of equipment to also perform mammography for the early diagnosis of breast cancer.

During 2022, an agreement was reached between Poste Italiane and the Trade Unions on the centralisation of in-house processing relating to the Post Communication and Logistics (PCL) division. The aim of the new agreement is to deliver greater service efficiency in postal communication, enhancing the central resources in Poste Italiane’s growth strategy. In a context in which the postal services sector is also evolving, the agreement concerns the bringing of in-house processing activities within the organisational scope of sorting, the concentration of these activities at the nodes where the product will be processed and sorted, and the evolution of the figure of in-house processing employee into production employee. The signing of the agreement confirms the spirit of trust and fruitful cooperation between Poste Italiane and the Trade Unions.

With specific reference to the logistics and delivery sector, which is the sector most exposed to road traffic risks, Poste Italiane implemented several initiatives, including the constant risk assessment and updating of risk assessment documents (DVR) following the reorganisations in the delivery sector and the measures taken to combat Covid-19. It is planned to record any type of event (from unsafe condition to unsafe action, medication and near miss) in a new computer application, S-EWO, with an in-depth analysis of the dynamics of accidents, as well as to increase the use of the sanctioning lever in cases of non-compliance with existing procedures/instructions. In order to share information on the accident phenomenon with the territory, daily, weekly and monthly reports were produced centrally. Furthermore, in order to adequately analyse the phenomenon and share best practices, it is emphasised that there is a monthly Security Committee with all Macro Logistics Areas (MAL) coordinated by the central Security and Infrastructure structure. With regard to the reduction of accident events, the Group has replaced all equipment that is a source of potential accidents with new equipment, such as Automated guided vehicles instead of man-mounted trucks and/or pallet trucks. Lastly, thanks to constant innovation, Poste Italiane uses modern types of sorting equipment (TOP2K, XMS, Solysort, Easy Sorter) and has introduced the “App Safety” function for the post officer’s PDA that allows:

• self-certification by workers of the PPE worn prior to the start of outdoor work;
• increasing the risk awareness of post officers by involving them in the detection of unsafe conditions, near misses and accidents;
• promptly informing post officers of imminently dangerous conditions;
• speeding up the dissemination of information/news/procedures related to occupational safety and the environment.

To underline the Group’s commitment to promoting initiatives for development and integration of the management community, Poste Italiane is carrying out the “Smart Café” project, which consists of conversations dedicated to managers with the aim of fostering dialogue with a high level of interculturality at work and beyond. These conversations focus on thematic paths that make different cultures and knowledge visible, also considering generational differences. Using an innovative mode of communication and relationship, the project aims to create an intercultural space for the exchange of contributions, points of view and social, cultural and work experiences. In particular, with the special edition of “Smart Café” dedicated to generational confrontation, the contamination of different social, cultural and work experiences is promoted to strengthen the alliance at work between the different generations.

In 2022, the Company was certified according to the standard ISO 30415:2021 Human resource management – Diversity and Inclusion for its ability to integrate the principles of diversity and inclusion in all processes of design, direction, control, coordination and delivery of postal, financial, insurance and digital services. The Group is the first large company in the FTSE MIB certified according to the Uni ISO 30415:2021 standard, an acknowledgement that once again confirms the central role that Poste Italiane assigns to the principles of sustainable development. The conscious management of diversity in an inclusive key, in addition to creating shared social value, determines a competitive advantage for the entire Group and is functional to promoting people’s engagement with respect to corporate objectives. In fact, obtaining the ISO 30415 certification represents a further merit of the Company, which is added to other important recognitions obtained by Poste Italiane.

The Company has started a partnership with “Parks – Free and Equal”, a non-profit association whose members are exclusively employers, whose aim is to help member companies, organisa-tions and institutions understand the business potential of developing diversity-friendly strategies and best practices, in order to create inclusive and respectful workplaces for all employees, and in particular those belonging to the LGBTQIA+ community. Poste Italiane promotes policies of inclusion to protect diversity, and the collaboration with Parks allows this path to be further strengthened. Awareness-raising initiatives were implemented to value the richness of plurality, accompaniment in cases of gender transition, counselling in the definition of training and communication programmes, and evolutionary integration in work processes and relations. The collaboration thus aims to strengthen the cultural positioning of the Company in its diversity management path. In this context, Poste Italiane has undertaken a series of initiatives to promote an inclusive working environment that is attentive to the needs of people according to their different identities. These ini-tiatives include the production of an episode of the company podcast “In other words”, available on the company intranet and the NoidiPoste app, in which the Company emphasises the importance of creating an inclusive working environment that takes into account the different identities of people and their needs. Feeling welcome and included has a significant impact on the ability to relate and work effectively, crucial factors for an organisation that cares about the well-being of people both as individuals and as a community.

Poste Italiane was cited as one of the “inspirational cases” within the research report entitled ‘The Hidden Potential of Inclusion’, conducted by Lunquist. The research was promoted with the aim of creating a space for dialogue and pragmatic comparison in order to build paths of transformation in the area of Diversity and inclusion. Therefore, the Poste Italiane Group was taken as a positive example for having adopted a strategy based on objectives and measurability of the same, with the following reason: “Poste Italiane, through 21 targets set in 2021 and scheduled to be reached in 2024, shows what it wants to achieve and when. A well-set goal is halfway achieved.”

Poste Italiane, as part of its actions in support of intergenerational exchange within the organisation, has promoted the “Generazioni Connesse” (Connected Generations) survey, an initiative in continuity with the “FishBowl generation” project, which aims to focus on the languages, working styles and needs of the main generations present in the Company in order to identify and enhance shared actions capable of stimulating generational alliance. The survey analysed, among other aspects, the frequency and quality of relations between employees of different generations and gathered feedback and suggestions for improving collaboration between them. Numerous employees with a wide range of skills, including tellers, delivery personnel and staff members, participated in the survey. The results showed that most of the participants regularly have the opportunity to work with people from different generations and believe that generational differences represent an added value. The research also provided relevant insights to develop further initiatives to foster dialogue and exchange between generations in labour relations, such as the experimental project “The value of experience”, job training between pairs of employees of different generations to compare techniques, approaches and skills acted upon.

In December, Poste Italiane organised the first Diversity Day event “Poste Plurale Universale”. The aim of the event was to share a moment of transversal attention on the inclusive path under-taken by the Company, in line with the objectives of the Group’s Strategic Plan and the pillars of the Sustainability Strategy. During the event, external guests and employees gave testimonies on the four dimensions of Diversity & Inclusion: Gender, Generations, Vulnerability and Interculturality, offering an immersive experience in diversity. The event was made accessible to the entire corporate population in streaming, which is also accessible thanks to the presence of LIS interpreters. In addition, an itinerary was created at the event to raise awareness among families on digital inclusion and the risks involved in building a digital identity. A feedback questionnaire was also conducted anonymously to employees who attended the corporate event to gather ideas and reflections for improvement. Employees shared their experiences with authenticity, generosity and courage to help other participants learn about the actions implemented by Poste Italiane. Numerous positive feedbacks were received, underlining the appreciation of the initiative and the value of the inclusion pathway.

Among the solidarity initiatives held during the course of 2022 that saw the participation of Poste Italiane was the twenty-sixth National Food Collection Day, the initiative organised by Banco Alimentare Onlus that allows people to donate part of their grocery shopping to those in need. The Group provided over 150 Company vehicles to transport the donated foodstuffs and employees responded positively to the solidarity day, participating both as drivers and as volunteers in the supermarkets. In just one day, 6,700 tonnes of food were collected in 11,600 outlets, a sign of trust that testifies to the value of the solidarity initiative as concrete help for the weaker sections of the population.

Seismic areas such as the North East need constant monitoring of seismic movements. Poste Italiane made itself available to the OGS (the National Institute of Oceanography and Experimental Geophysics) for the installation of seismographs in its buildings, taking care to find the most suitable locations both to ensure careful monitoring and not to disrupt the daily activities of its employees. The Group promptly responded to the Institute’s request for seismographs to be installed in various parts of the territory for precise monitoring, making all the buildings used in the area available. The collaboration included the initial installation of 42 seismographs, of the approximately 100 planned. So that the installation would not interfere with the daily work of the employees and to ensure their safety in the workplace, the seismographs were installed inside the rack, the structure that stores the servers and from which the telephone lines originate.

During 2022, coinciding with the dramatic events related to the humanitarian crisis linked to the outbreak of the conflict in Ukraine, Poste Italiane took the lead in working with institutions to support people in need. Thanks to the cooperation with the Fire Department of the Ministry of the Interior, Poste Italiane delivered 500 sleeping bags to Ukrainian refugees accommodated in Latvia, and two radiation de-tectors to the embassies in Prague and Krakow, useful in the event of exposure of the population to radiation. The Civil Defence also requested support from the Company for the correct and safe provision of a subsistence contribution for refugees: this is a measure that is paid directly to the beneficiary, for a maximum of three months and for a total amount of €900. Poste Italiane also ensured timely re-porting of the contributions made. In addition, thanks to the synergy of BP, MP, MIPA and DTO, and with the collaboration of PostePay, the design of the process shared with the Civil Protection and the continuous and constant alignment between all company structures made it possible to activate the disbursement of the contribution in a very short time, so much so that the first payment was made at the end of May, while the engagement of Poste Italiane took place in April. Finally, all the problems presented, related to the tax code and cyrillic writing, were solved promptly. Thanks to the support of Poste Italiane, a total of more than 140,000 payments were made to over 30,000 refugees in 2022.

The core of the agreement signed by Poste Italiane and the Unione Nazionale Pro Loco d’Italia is the offer of innovative services and products to support the activities of UNPLI Pro Loco organi-sations. The agreement will enable the approximately 221 Pro Loco organisations in Friuli Venezia Giulia to use the services offered by the Group at advantageous conditions, thus being able to fulfil the new obligations imposed by the Third Sector reform, thanks to digital payment systems including “Codice Postepay” and “Mobile Pos Postepay”. Through the “Codice Postepay” service, transactions made by framing a QR code from a smartphone can be accepted through biometric recognition and PosteID entry, without the use of Postamat or prepaid cards. The service can be used by around 29 million Postamat or prepaid card holders, 5 million of whom already have the PostePay app. The “Mobile Pos Postepay” service, on the other hand, allows mobile acceptance of transactions via Mobile POS with payment cards belonging to the circuits for which authorisa-tion has been requested. The agreement between Poste Italiane and Unione Nazionale Pro Loco d’Italia confirms the Group’s central role in supporting not only local businesses, but also Third Sector organisations.

On 20 April 2022, a new Post Office was opened at the Fondazione Policlinico Universitario Campus Bio-Medico, located at Via Alvaro del Portillo 200, Rome. This is an important achievement for the benefit of the citizens of the neighbourhood: in fact, the facility serves the university campus in Trig-oria, at the gates of the Decima Malafede Nature Reserve. The new service made available by Poste Italiane is part of the Campus Bio-Medico “Campus Hub” multi-service hub project development framework and is intended to integrate training, research and care facilities with socially useful public services in compliance with the criteria of innovation and environmental sustainability.

Poste Italiane is taking an active part in the mission to boost training, the efficiency of the public administration, and the competitiveness of the Italian production system, thanks to a specific line of action called “Polis Project”, financed with €800 million from PNRR funds and a further 400 million from the Poste Italiane Group, which will involve almost 7,000 Post Offices.

The Project constitutes a major social inclusion programme and comprises two lines of action: the first consists of bringing telematics services of the Public Administration inside Post Offices with the creation of proximity “Sportelli Unici” (One-Stop Shops): in the 6,933 municipalities with a population of less than 15.000 inhabitants, equipped with at least one Post Office; the second, “Spazi per l’Italia” (Spaces for Italy), plans to make 250 spaces available throughout the country, 80 of which will be activated in municipalities with less than 15,000 inhabitants, converting them into co-working spaces of small (about 100 square metres), medium (about 450 square metres) and large (about 1,500 square metres) size, all interconnected to form a single digitalised and smart network. Poste Italiane, which has already built 28 Post Offices, plans to start or complete a total of 1,500 sites by 2023.

In particular, with regard to the “Sportelli Unici” line of action, the aim is to equip the Post Offices con-cerned with new technologies and tools to allow, 24 hours a day, a complete, fast, easy and digital use of services relating to: identity documents, civil registration certificates, judicial certificates, social security certificates, services to the regions and other types such as, for example, the exemption from the RAI licence fee.

Through the development of physical-digital access channels such as the Counter, the Totem, the evolved ATM, the Call centre and the Web channels, and thanks to the support of a special IT platform developed to deliver services in multi-channel mode, Post Offices will be transformed in order to make a widespread, concrete and resilient contribution to the achievement of the objectives that the European Union and Italy have set themselves with the “Next Generation EU” plan, in terms of digitalisation and social inclusion.

In addition, the Post Offices network, thus transformed, can also be made available for the deployment of further government and PA initiatives on connectivity and cloud services. Specifically, the line of intervention envisages the installation of 4,000 self-service columns for the use of public utility services, 7,000 evolved ATMs for the provision of services to citizens, 500 lockers for the use, 24 hours a day, of mail, parcel, e-commerce and public utility delivery services, and 4,000 interactive digital shop windows for communication with citizens.

In addition, the Project also envisages the implementation at Post Offices of interventions aimed at environmental sustainability and social growth of communities. In particular, the following will be installed: 5,000 electric vehicle recharging stations available to the Group’s delivery fleet, which will be made entirely green, and to local communities; 1,000 photovoltaic systems that will help reduce CO2 emissions; smart building systems and environmental monitoring sensors; 1,000 outdoor spaces equipped to host cultural, health and wellness initiatives. In addition, by providing the possibility to access public administration services from a One-Stop Shop, citizens’ journeys and the con-sequent congestion of roads and public offices will be reduced, allowing the reduction of CO2 emissions.

The objective of the second line of intervention is to create the most widespread, digitalised, accessible and immediately available co-working network in the country: workstations, meeting spaces, shared services, areas dedicated to events and training whose use will be open to private individuals, companies and the public administration, universities, and research centres with which service agreements can be defined to best meet the needs and vocations of each type of stakeholder. The national co-working and training network will be able to offer interested administrations and local stakeholders physical locations where they can test innovative solutions of broadband-supported services dedicated, for instance, to distance learning, health, safety, becoming an essential partner for the transformation of services and the acceleration of economic and social growth. The network, which is based on the transformation of important Poste Italiane office buildings and large Post Offices entirely made available to the Project, will also be an important reference point for the innovation of small and medium-sized enterprises and for the enhancement of cultural and natural assets, being present in various industrial districts and in the areas of greatest cultural and tourist attraction.

The Polis Project covers an area where approximately 40 million people reside, or 65% of the Italian population. In this regard, Poste Italiane has estimated that in the first six years of operation, the Polis Project will generate a positive impact on the community and the environment worth a total of €380 million, of which 348 million will be for road safety and the reduction of traffic and waiting times, and 32 million for the reduction of polluting emissions. The Group also estimated an impact generated by the Project over the investment period 2022-2026 and the operation of the Post Offices until 2031 of €1,061 million in terms of GDP and €484 million in terms of the distribution of labour income, for a total of 18,600 jobs created.

Finally, the Polis Project generates significant impacts throughout the territory, also with a view to achieving the Sustainable Development Goals (SDGs): Gender equality (SDG No. 5); Clean and affordable energy (SDG No. 7); Decent work and economic growth (SDG No. 8); Enterprise, innovation and infrastructure (SDG No. 9); Sustainable cities and communities (SDG No. 11); Combating climate change (SDG No. 13); Life on earth (SDG No. 15); Peace, justice and strong institutions (SDG No. 16).

In 2022, Poste Italiane’s logo, in electric blue block letters with the initials PT standing out against a round, yellow background, received recognition as a “historic brand of national interest”, be-coming a new example of Made in Italy. This was reported by TGPoste as part of a report on the initiatives of the Company on its 160th anniversary. The 242 offices in Naples and its province also received recognition from the MISE, with registration in the ad hoc register set up to protect and enhance Italian-made products. With the aim of celebrating its link with the life and transformation of the country, Poste Italiane has evoked places and paths of the logo in the ‘Poste Storie’ exhibition space, set up inside the Post Office in Piazza San Silvestro, Rome. The exhibition, which is free and open to the public, traces the Company’s activities and values through historical objects, films, immersive videos, augment-ed reality and works of art created for the occasion.

Poste Italiane was able to take advantage of the recovery following two years heavily marked by the health emergency by enhancing, in continuity with previous years, the employment of young people. In 2022, the Group continued to actively promote a recruitment campaign aimed at young people and recent graduates, recruiting around 3,700 people under the age of 30, well over twice as many as in the previous year for the same category of new hires. Poste Italiane recognises the value of younger resources in facing the new challenges emerging in an increasingly digitalised and changing environment. Moreover, the Company, aware of the com-petitiveness that characterises the world of work today, considers it essential to offer young people a work opportunity that allows them to explore their skills and express their potential, confirming its commitment to supporting the development of the community in which it operates.

During 2022, Poste Italiane maintained its commitment to an all-round sustainable future by expanding its range of offerings with the introduction of new services. In this regard, the Group promoted, like in the previous year, the “risparmiosemplice” (simple savings) formula. The Savings Plan, which can be subscribed to at any Post Office by holders of a BancoPosta current account or a Post Office Savings Booklet, has an indefinite duration with a periodicity defined by the customer, and is based on the 4-year postal savings bond issued by Cassa Depositi e Prestiti SpA. By subscribing to this bond within the Savings Plan, it is possible to periodically set aside amounts – even small ones – in order to build up capital over time, with the possibility of also making additional subscriptions. The sums deriving from the maturity of Postal Savings Bonds, subscribed under the Plan itself, will be automatically reinvested in the “risparmiosemplice” Savings Plan and, in addition to the capital invested, also include the accrued interest, net of tax charges. In addition, the postal savings agreement with Cassa Depositi e Prestiti, renewed in 2021, offers the Group a sustainable remuneration over the four-year period 2021-2024, with an annual fee for collection targets of between €1.6 and 1.85 billion.

A further service, launched in November 2022 in cooperation with Banca Aidexa SpA, is the “Prestito BancoPosta Business Link Online”, which allows digital loans to be offered to sole proprietorships and small businesses. In the area of insurance services, on the other hand, the mixed life insurance product “Poste Progetto Dinamico Bonus” was launched, with a duration of 15 years, aimed at combining a performance-linked insurance project with unitlinked insurance investment components. In addition, the new “Digital Protection” feature of “Poste Vivere Protetti” has been included in the modular offer. Through PostePay’s omnichannel platform, the Group has assumed a strategic role in the provision of payment services, reaching a number of “Evolution” cards of almost nine million and more than 23 million users who have adopted PosteID to certify their digital identity.

The unknowns linked to the international scenario and rising inflation force us to act with foresight, and financial education can be a key tool to face and overcome this period of crisis. With this in mind, Poste Italiane is at the forefront of the country and is aware of the need to strengthen and systemise initiatives aimed at increasing the financial, insurance and pension knowledge of Italian people. During 2022, the Group participated in the fifth edition of the “Mese dell’Educazione Finanziaria” (Financial Education Month), #ottobreedufin2022, the largest Italian event on financial education, established and promoted by the “Comitato per la programmazione e il coordinamento delle attività di educazione finanziaria – Comitato Edufin” (Committee for the planning and coordination of financial education activities – Edufin Committee) with information and awareness-raising activities and events on financial, insurance and pension.

An interesting new feature introduced this year, shared with the Philately Department and the MEF, is the philatelic initiative dedicated to the event, which includes a philatelic postmark available in all 487 Post Offices with philatelic counters and in the 10 Philately Spaces from 1 October and throughout the month, and the weekly distribution of 5 postcards with contents inspired by the “Moments that Count” described on the Edufin Committee website.

In continuity with 2021, Poste Italiane promoted the Digital Education project, with the aim of foster-ing the acquisition by citizens, customers and businesses of digital skills in order to consciously and safely seize the opportunities arising from the technological transformation. The initiative, which is part of the company’s broader programme as a guide for citizens in the development of knowledge and increasing skills between technology and innovation, aims to provide users with an overview of technological and digital innovations through dedicated multimedia content and free webinars. Activities can be followed on LinkedIn, Facebook and Twitter via #educazionedigitale.

In 2022, Poste Italiane was honoured as a Sustainability Leader thanks to its socially responsi-ble behaviour. Leaders of Sustainability is the list of the 200 Italian companies awarded as most sustainable created by “Il Sole 24 Ore” in cooperation with “Statista”. The ranking was drawn up following a complex process of research and selection of companies, and the evaluation criteria were determined according to independent criteria. Specifically, the intensive research is based on the analysis of a total of 40 indicators in the three areas of sustainability: environmental, social and economic. The data are searched in the sustainability report (or an equivalent document) and in annual reports or financial statements for 2020 or 2019. Subsequently, the data collected is aggregated and evaluated and scored and each company receives a total score in the three areas. The 200 companies with the highest final score (the maximum score being 100) are named Sustainability Leaders.

For Poste Italiane Group, the decarbonisation strategy relating to property management is a sus-tainable choice, also in view of the effects on energy prices caused by the Covid-19 pandemic and the war in Ukraine. In this regard, in July 2022, Poste Italiane opened a new photovoltaic power plant in Palermo, capable of satisfying the equivalent of one year’s energy consumption of as many as 250 homes. This is only the latest of the major environmental sustainability measures implemented by Poste Italiane in the Region of Sicily.

Despite the fact that the Covid-19 pandemic crisis has dramatically altered the timeframe for the commissioning of the system, due to the restrictive regulations ap-plied across the country, Poste Italiane, with its 769 Post Offices and 122 delivery centres in Sicily, has embarked on a path that will lead it to achieve zero net carbon dioxide emissions by 2030. The Company launched five parallel projects in Sicily, investing in LED, photovoltaic and other technologies. The first plan of interventions includes the replacement of classic lighting fixtures with LED fluorescent lamps to reduce electricity consumption by around 50%, and over 9,000 installations have already been carried out on 378 sites on the island. Lighting systems, along with air conditioning systems, are also part of a “smart building” project involving an integrated, timed and remotely controlled in-building consumption management system.

Through an integrated management of the systems, as well as their replacement and modernisation, 200 Post Offices in Sicily are currently working to achieve an average consumption saving of 15% for the electricity component and 10% for the gas component, according to the “energy efficiency” plan for air conditioning, electrical and lighting systems. Green areas have also become central to the Company’s operations. The fourth project, which involved 12 locations, involved the conversion of old underground heating fuel tanks into water collection systems for new or existing trees and hedges planted in areas outside the buildings. The photovoltaic plan was also implemented, with the installation of panels at 39 Sicilian sites capable of producing around 3 million 700,000 kWh a year, equal to the annual energy supply of more than 750 homes (with traditional 3 kW meters).

Poste Italiane has undertaken a number of initiatives to ensure that its buildings are increasingly sustainable. One of the relevant initiatives in Central Italy was the reclassification of the Passo Varano sorting centre in the Marche region. The centre underwent a major energy upgrade, with a view to decarbonize the buildings. Specifically, work was carried out on the conditioning system. The system, consisting of a gas-fired central heating plant and cooling units, has been replaced by more modern and less impactful electric heat pumps, which, thanks to their state-of-the-art technology, have better energy performance and are also less harmful to the environment in the event of gas leaks.

Like in previous years, the Group participated in the customary celebration of Earth Day, the world’s most important event for environmental protection, established by the UN in 1970. The 52nd edition held in 2022 focused on accelerating the search for solutions to combat climate change in a collaborative effort between citizens and governments around the world. At the end of the day, a memorandum with 52 tips for reducing environmental impact was published. During the day, special attention was paid to the education of the youngest. To this end, the “Festival of Education for Sustainability” was again proposed, designed to bring children closer to green issues. In addition, during the TV marathon #OnePeopleOnePlanet, which in recent years has replaced the “Earth Village” organised by the Focolari Movement at Villa Borghese, a moment was reserved for the youngest, for the stories of young people from all over the world and their commitment to the planet, also with the presence of guests, artists and schools. The event concluded with the awarding of the #Iocitengo contest: the project aimed at stimulating the awareness and active participation of children and young people in solving the global challenges undertaken by nations with the 2030 Agenda, through the creation of projects such as artwork or reportage.

By participating in this event, the Group reinforces the validity of its corporate strategy, which aims to integrate sustainability into all areas of the Group’s business, with the goal of becoming carbon neutral by 2030.

In continuity with previous years, Poste Italiane organised the “Green Month” on 20 April 2022, in order to strengthen the focus on the Group’s sustainability, also by joining international awareness campaigns. The initiative lasted 30 days, useful for working on the culture of good environmental protection practices through a number of appointments. Commitment to the environment is one of the pillars of Poste Italiane’s Sustainability Strategy, and developing a culture of concrete actions in our daily lives is the real challenge the Group needs to face in order to make a real contribution to the planet. The theme of “Green Month 2022” was WEEE (waste electrical and electronic equipment) and its management. The focus on the management of WEEE, which if not properly disposed of can become powerful pollutants, draws attention to the issues of reuse, recycling and the circular economy, which are cornerstones of Poste Italiane’s Sustainability Strategy and which also find concrete expression in other company initiatives. The Group has promoted numerous initiatives in different fields, from sustainable mobility to land valorisation, such as: ‘M’illumino di meno’, ‘Earth Hour’, ‘Sustainability Monitor Report’ to promote a conscious approach to environmental issues and to reach the carbon neutrality target set for 2030.

Through the “Green Delivery” delivery model, the Poste Italiane Group has made a proximity network available to the territory, which guarantees greater flexibility for customers and, at the same time, generates environmental benefits. Poste Italiane customers, in fact, can make use of both the PuntoPoste network (consisting of more than 15,000 pick-up points such as tobacconists, bars, stationers, newsagents, Kipoint shops, Carrefour, API and lockers) and the Post Office network for the delivery of parcels, as an alternative to home delivery. This delivery model also allows for greater efficiency in Poste Italiane’s logistics as more parcels can be delivered to a single collection point, thus limiting the number of pick-ups and fleet movements. In the course of 2022, through the PuntoPoste network and Post Offices, around 4 million parcel deliveries could be avoided, resulting in savings around 495,000 kilometres by the Italian Post Office fleet. The journeys saved and kilometres avoided thanks to the Green Delivery model avoided the emission of 53 tonnes of CO2eq and 244 kg of air pollutants into the atmosphere (i.e. COVNM, NH3, SO2, NOx, PM10, PM2.5). In particular, each parcel delivered through the Green delivery model resulted in a saving in CO2eq emissions and air contaminants of approximately 5.3 grams.

On 30 May 2022, an experimental flight was carried out on the Bari-Brescia-Bari route using SAF, Sustainable Aviation Fuel, derived from waste oil of biological origin. The use of environmentally sustainable fuel for the Poste Air Cargo fleet is the proposal of the “Green Fuel” project for Poste Air Cargo, presented by a team of Poste Italiane employees as part of the “Insieme 24 SI” initiative, the contest of ideas on the eight pillars of the environmental sustainability strategy. The fuel used was obtained from a mixture of conventional fuel and green fuel – SAF – obtained from sustainable resources such as waste oils of organic origin, e.g. used cooking oil. Thanks to the dilution of traditional fuel with SAF, it is possible to save around 35 kg of CO2 for each hour of flight, as SAF fuel allows for a significant reduction in CO2 emissions.

• smart working for staff;
• subsidised purchase of annual season tickets for Group employees and their families;
• 24-Hour Shuttle service connecting the 11 cities where the service operates with the CMP premises;
• Company Car Pooling service in Rome and Milan and Car/Scooter sharing campaigns;
• new Eco-Drive theoretical/practical course campaign aimed at fleet and non-fleet personnel;
• video briefs on the permanent Eco Drive on the intranet;
• #MyVirtualDrive campaign, the ecodrive simulation system in Direct3D technology;
• #MyPostoBiciVerona campaign dedicated to the employees of the Verona CMP Headquarters who are systematic users of bicycles for home-work commuting with the allocation of a free bicycle parking space for one year;
• #PostePedala campaign on the PMO portal to increase the use of bicycles in systematic travel and Changing Room, the changing rooms for cycling and running employees;
• #MyFiabCard campaign to help spread the culture of sustainable mobility;
• awareness-raising campaigns related to sustainable mobility issues to promote rethinking the way we move around the city;
• publication of the e-Book ‘The challenge of the car of the future: naturally electric’;
• News Magazine bi-monthly dedicated to sustainable mobility and Time & Money Saving section within the PMO portal.

Poste Italiane believes that the management of systematic movements of its employees is a key element capable of producing positive effects, both direct and indirect, on the relationship with key stakeholders that can be enhanced. The environmental impact generated by home-work trips is one of the main indicators of the effectiveness of the Home-Work Commute Plan (PSCL). Year-by-year monitoring allows not only to report on the current situation, but also to estimate the emission trend caused by systematic corporate mobility. The PSCL is aimed at reducing private vehicle traffic and identifying measures to direct the home-work journeys of employees towards sustainable forms of mobility alternative to the individual use of private motor vehicles, on the basis of an analysis of employees’ home-work journeys, their mobility needs and the state of the transport offer in the area concerned. The PSCL also defines the benefits that can be achieved through the implementation of the measures it envisages, as-sessing the advantages both for the employees involved, in terms of travel time, transport costs and comfort, and for the Company adopting it, in economic and productivity terms, as well as for the community, in environmental, social and economic terms. According to current legislation, the observation is aimed at territorial offices with more than 100 employees in municipalities with a population of more than 50,000 inhabitants. The results allow the savings of tonnes of CO2 emissions and the total economic value of the external costs avoided in the home-work journeys of staff. The circulating car fleet is surveyed through the aggregated results of the survey conducted in 2022, where specific information was requested on the private vehicle used for home-to-work travel. Specific data on the composition of workers’ car fleets were also obtained. The single cluster of analysis, which makes it possible to associate the number of private vehicles used by employees with the corresponding emission factor, consists of the intersection of three pieces of information from the survey: Cylinder Capacity, Euro Class and Power Supply.

Poste Italiane participated in the fourth edition of the “Green Postal Day”, an initiative organised by the International Post Corporation to enhance the contribution of postal operators to the reduction of CO2 emissions and the global combat against climate change. Poste Italiane is in fact committed, together with the major players in the logistics sector, to the development of a more sustainable economy and society, through deliveries with ever lower carbon dioxide emissions. The postal operators’ commitment resulted in an annual reduction of more than 30% in collective pollutant emissions and 30% in electricity consumption by 2022, compared to 2008. Companies participating in Green Postal Day also reduced their aggregate electricity consumption by more than 17.5 terawatt/hours. The initiative promoted by the postal sector emphasises the importance of collaboration with a view to exchanging best practices and stimulating individual companies to go beyond their initial targets. The use of a common measurement system has also fostered transparency and guided sustainability choices. This initiative contributes to the achievement of the objectives of the “2024 Sustain & Innovate Plus” Strategic Plan, in particular, those related to the decarbonisation of the corporate vehicle fleet in view of the zero-emission target set for 2030.

Poste Air Cargo, the Italian leader in full-freighter air transport, connects 8 Italian airports with a night-time network to serve the cargo courier segment logistics support of Poste Italiane. As far as the airline fleet is concerned, the rules of the UE Emission Trading System (UE ETS) stipulate that annually, by April 30th, companies covered by the greenhouse gas emission reduction scheme – including airlines – must surrender a sufficient number of ETS allowances to cover their emissions for the previous calendar year. The price dynamics for 2022, influenced by the current socio-economic context, are characterised by stable quotations, with an average CO2 price of about €81, significantly higher than in 2021, which was about €54. Poste Air Cargo, in line with the Group’s green strategy, has launched a specific feasibility study aimed at identifying the possible and most suitable actions to be taken to contain greenhouse gas emissions directly attributable to air transport.

Poste in Pratica is the new service aimed at public administrations and citizens for the delivery, control, digitalisation and dispatch of administrative files. Administrations implementing the agreement can use the widespread network of Post Offices for the delivery and dispatch of files of any type, or request home collection. For Poste Italiane, this is a solution designed to simplify processes, streamline the administrative process and reduce the delivery/receipt time of paperwork with the public administration.
The citizen wishing to send a file is informed directly by the administration about the possibility of using the service and then, once the relevant documents have been prepared, can go to the Post Office. The operator, after recognising the customer, verifies the completeness of the data entered by issuing an acceptance receipt and initiates the document at the Group’s administrative service centres. After verification, the file is dematerialised and then sent directly to the PA, either in paper or digital format. The citizen using the service can also monitor the status of the file and make use of Poste Italiane’s assistance channels.

The impact of digital transformation is relevant in many sectors and even more so in the postal sector. Poste Italiane is structuring an omnichannel service model that provides value and quality to both the many customers who prefer the digital mode and those who prefer to frequent Post Offices.

Poste Italiane’s model is based on a strong integration between physical and remote accessibility to the services provided, and is based on four pillars:

• new reception model;
• relational desk;
• strengthening the tools that enable the Company to bring about this change;
• valorisation of consulting rooms.

The integrated model is necessary since 94% of Italians live within five minutes of a Post Office or PuntoPoste.

The full integration of its channels enables the Poste Italiane Group to effectively manage customers, from engagement to sales, through a data-driven service model supported by technology-intensive processes and customer operations. This model also contributes to the digitalisation process of the country by reducing the digital divide. Through its omnichannel interaction platform, Poste Italiane handles 20 million daily customer interactions, 6.7 million of which come from digital channels.

In addition, the “Punto Poste Casa & Famiglia”, a new space where citizens can find the entire range of products and services dedicated to the home and family, designed to simplify and enhance customer relations, is active in many Post Offices. At the “Punto Poste Casa & Famiglia”, it is also possible to find out about the offers of PosteMobile Casa, easily activate PostePay Evolution, subscribe to a Poste Guidare Sicuri RCA policy, or apply for all of Poste Italiane’s more “traditional” products, such as the “Libretto di Risparmio Postale” or the “Buono Fruttifero Postale”.

PostePay SpA is among the award-winning companies in the first edition of Italy’s Best Customer Service 2022-2023. The award aims to identify the brands with the best customer service and the companies that have distinguished themselves for high quality customer service in Italy.
The ranking was carried out by the Corriere della Sera supplement “l’Economia” in cooperation with Statista GmbH, an international research and analysis company, and involved the opinion of around 15,000 consumers. The category for which PostePay took first place is that of Fixed Telephony and Internet Companies, with the PosteMobile brand. The consumer survey considered several parameters, including professional competence, communication, service availability, customer orientation, and service variety.
PostePay’s commitment has always been to put the customer first by offering quality services, with the aim of satisfying the customer at every stage: from purchase, to use, to customisation, to requesting assistance.
PostePay’s customer service is based on customer culture and is transversal to the Company, involving all staff in all phases of the design, development and delivery of offers and management processes. PostePay has constantly evolved its services, capabilities and customer care in this direction, offering customers increasingly advanced tools to manage their offers and services, from a multi-service and multi-channel perspective.

Every year, Smau, Italy’s leading trade fair dedicated to information and communication technologies, presents the Innovation Award to companies that have contributed to the growth of the country system with innovative and concrete proposals. This year’s award-winners also include Poste Italiane, which has introduced a customer care service intermediated by artificial intelligence via voice (voicebot) and chat (chatbot and appbot), with the aim of promoting a radical cultural, organisational and technological change in the assistance model.
In the new model, the human operator was thus gradually supported at first by a chatbot, a system that operates in natural language, dialogues and provides answers and solutions to customers via chat on the site/app and WhatsApp, which was later joined by a telephone answering channel on the helpline numbers via voicebot, which provides voice answers in automatic mode on the various channels for the different areas of Poste Italiane’s business, from finance to logistics.
The use of artificial intelligence has several positive impacts for both customers and the Company, as it allows for 24-hour customer service 365 days a year, which helps to bring part of the population closer to and familiarise them with advanced technological systems, relieves operators of the most repetitive tasks, and allows them to dedicate themselves to activities that require human intervention.

During 2022, the Poste Italiane Group implemented its financial services offering. Customers can subscribe to the “Prestito BancoPosta Business Link Online”, developed in cooperation with Banca Aidexa SpA, which enables digital loans to be offered to sole proprietorships and small businesses.

In the area of insurance services, the new “Digital Protection” feature of “Poste Vivere Protetti” has been included in the modular offer. Through PostePay’s omnichannel platform, the Group has assumed a strategic role in the provision of payment services, reaching a number of “Evolution” cards of almost nine million and more than 23 million users who have adopted PosteID to certify their digital identity.

On 15 June 2022, the Group launched an offer under its own energy brand aimed initially at current employees and pensioners. The transparent and completely green “Energy 160” offer was introduced in honour of Poste Italiane’s 160-year history and includes the supply of both gas and electricity for users, for a total of around 30,000 contracts signed.

Through its “Poste Sicuri Online” anti-fraud campaign, Poste Italiane presented guidelines in 2022 to prevent fraud against its customers. The campaign aims to spread simple rules and tricks to avoid computer security issues. These rules protect all postal operations carried out by the user, whether traditional or digital.
In this sense, a supporting tool are the Poste Italiane apps, which can also be used to take advantage of the free push notification service in order to stay informed in real time about payment transactions made with a current account and payment cards. Alternatively, it is possible to activate the SMS notification service on a mobile phone, which is free of charge for payments on websites and apps.

Involving, informing and conveying awareness on cybersecurity issues to all the Company’s personnel is the objective of Poste Italiane’s CERT, a centre of excellence that deals every day with the protection of company data, through prevention, analysis and protection against cyber threats.
In 2022, a campaign was conducted to raise awareness of the spread of malicious e-mails. The introduction of the “Report Phishing” button on the Microsoft platform was an important tool in the prevention and fight against cybercrime. CERT also promoted a campaign on the ‘cash for SMS’ phenomenon, linked to smartphone apps that offer to buy unused SMS messages for promotional campaigns and advertising messages to other phone numbers, exposing the user to a number of risks.
In order to disseminate the culture of cybersecurity among the Group’s employees, a 12-episode miniseries was produced, based on real-life cases, in which the protagonist is a cyber investigator dealing with cyber crimes. The series is loosely based on the novel “Il giorno del Bianconiglio” (The Day of the White Rabbit) by Alessandro Curioni and aims to show how the world of the Net can overwhelm the real world.

In 2022, Poste Italiane achieved ISO 27701:2019 certification for its data protection management system. ISO 27701:2019 specifies requirements and provides guidance for the establishment, implementation, maintenance and continuous improvement of a Privacy Information Management

System (PIMS) in the form of an extension of ISO/IEC 27001 and ISO/IEC 27002 for privacy management in the context of the organisation. The document specifies the requirements for PIMS and provides guidance for those responsible for the processing of personally identifiable information (PII) and for those in charge of processing it.
By achieving this security standard, Poste Italiane’s Privacy function is able to demonstrate compliance of certified services with GDPR and other data privacy requirements.

In line with the Group’s Strategic Plan, BancoPosta’s contribution proved to be extremely relevant in 2022, confirming its position as the most reliable financial institution in Italy thanks to its omnichannel approach that guarantees a wide range of insurance and investment products.

The three pillars that guarantee the offer of an innovative business model are: people, the investment target for growth and the development of technical and professional skills; the platform, which increasingly guarantees adequate support for commercial activity and appropriate interaction with customers; and the products, which include, for example, multi-class policies, numerous partnerships and joint ventures.
By adopting an omnichannel logic, which allows for integration and synergy between channels for accessing products and services, BancoPosta is constantly adapting its activities to an increasingly customer-centric perspective.

Poste Italiane, through its subsidiary PostePay SpA, on 14 September 2022, completed the acquisition of LIS Holding SpA (LIS) from International Game Technology PCL (IGT), after obtaining the necessary regulatory and competition authority approvals. This acquisition constitutes the largest M&A transaction in Poste Italiane’s history and strengthens PostePay’s position as a leading paytech company, contributing to the further enrichment of the Group’s omnichannel strategy.
LIS has a proprietary paytech platform, distinctive expertise, a highly qualified management team and is active in the Italian proximity payments market with a network of around 54,000 affiliated points of sale. Its offer consists of various services, including bill payments, prepaid payment cards, phone top-ups and vouchers, as well as solutions for merchants and businesses. LIS also provides integrated management of all back-office activities at the point of sale and of payment and commercial services provided to customers.
In line with Poste Italiane’s omnichannel strategy, PostePay further consolidates its leadership in the digital payments and services market, leveraging on LIS’s technological know-how to expand its product offering and strengthen its solutions dedicated to Small and Medium Enterprises.

The Tap & Go® agreement between PostePay SpA, Mastercard and the public transport management companies of Milan, Rome, Turin, Bari and Naples allows access to and travel on enabled public transport such as metro, train and bus without having to purchase a paper ticket in advance.
In particular, the agreement allows the use of a prepaid or debit PostePay card belonging to the Mastercard circuit to pay for tickets directly at enabled contactless turnstiles. Payment can be finalised through the use of Apple Pay for iPhones or Google Pay for Android smartphones.

The service has no additional costs over and above those charged by the public transport company.

BancoPosta has deployed one of the most innovative and engaging means to reach new customers and modernise the current account vision. As a result of a co-innovation project of Poste Italiane (thanks to the internal teams in DTO Open Innovation and in BancoPosta), together with the start-up Gamindo, an initiative to invent and realise video games was carried out. An advergame, a branded video game, was developed to promote Poste Italiane and the Conto BancoPosta – Start Giovani option. This race game allowed users to be immersed in a new user experience, involving and informing young people about the services and benefits of the current account dedicated to them, with a strong message of innovation and digitalisation. Through “Conto BancoPosta Start Giovani – The Game”, young people can have fun and at the same time discover new information on the services offered, including the possibility of subscribing to the account in the BancoPosta app.
Around 25,000 matches were played by Poste Italiane customers who went online to learn about the BancoPosta Start Giovani account. By playing an average of more than 2 minutes per game (on the various social platforms TikTok, Facebook, LinkedIn etc.), around 1,400 accounts were opened at the end of the trial, including through commercial e-mails and links to product site pages.
The game, developed for the BancoPosta Start Giovani account, consists of driving a small blue car on a “suspended” road, preventing it from ending up off the track. Along the way, bonus icons depicting Poste Italiane products are collected. What is of particular interest is the way in which customers are informed about the various services: every time they start to play, or start again after a mistake, users have to answer a simple question dealing with the BancoPosta world. Through the game, much more information is obtained, which in an immediate and user-friendly manner makes customers more familiar with the proposals and advantages of the BancoPosta account.

Poste Italiane’s sustainability plans take up one third of the investments in its Business Plan.
Thanks to its commitment, the Company was included in Change the World 2022, a list of companies that through their business contribute to changing the world. Change the World does not focus on companies’ turnovers, but on their social impact and sustainability.

In particular, Poste Italiane has been rewarded for its commitment to the electrification of deliveries: in fact, the complete renewal of the fleet is underway, with the aim of arriving at about 28,000 environmentally-friendly vehicles by 2024. Among the points emphasised in the analysis of the Group’s initiatives is the digitalisation of its information system, with the gradual abandonment of paper, as well as the various initiatives for Italians; in fact, 80% of the more than 30 million Italians registered so far with the SPID digital identity have done so with Poste Italiane. In addition, the Company made its physical and technological network available for the vaccination campaign and accredited itself as a key player in the digitalisation process in Italy. Change the World is not the only award collected by the Group, which has not only been certified by the top rating agencies in almost all areas of sustainable comparison, but has also entered Morgan Stanley’s STOXX Global Esg leaders by achieving AA ranking.

Thanks to a collaboration with the Ministry of Economic Development, which provides a government bonus, during 2022 Poste Italiane delivered free of charge to less well-off pensioners the decoders they need to watch TV programmes after the switchover to the new digital terrestrial television. The Group delivered TV decoders with a total value of no more than €30 directly to people’s homes and also provided telephone assistance during installation of the device.
Customers could request the decoder in three different ways: through the toll-free number, through the form on the Nuova TV Digitale website, or by going to one of the almost 13,000 Italian Post Offices. This initiative is an integral part of the strategy of inclusion and support for the digitalisation of the country included in the Group’s Business Plan.

One year after its inauguration, the activities of the Landriano e-commerce plant have continued, ensuring fast deliveries throughout Italy. Landriano represents Italy’s first major hub for e-commerce and express courier services, capable of processing up to 320,000 parcels per day and ensure fast deliveries throughout Italy. The Landriano hub represents for Poste Italiane a further step in the transformation process of its logistics infrastructure, focused on innovation and sustainability. The facility enables the strategic development of the logistics network along the entire value chain to capture the full growth potential of e-commerce. Furthermore, the Landriano hub is a key part of Poste Italiane’s sorting line together with the hubs in Bologna, Piacenza and the Centro di Passo Corese hub in Rome. The four centres are connected to the more than 90 branches and 1,700 delivery centres distributed throughout Italy for the operational handling of parcels that will then be delivered by the network of post officers and couriers.
At the Landriano hub, the sorting system, the operation used to sort goods and shipments, consists of four interconnected machines that automatically sort parcels by destination and weight/volume over 694 outlets, allowing the handling of 39,000 items per hour, using the highest technological standards. The state-of-the-art equipment also includes an innovative sorting system based on ‘autonomous mobile sorting’ technology, through which goods are sorted according to weight/volume by one of four machines that handle objects by type: small, medium, large and abnormally shaped. Objects with abnormal shapes are sorted by a specific machine operated by 17 robots to be subsequently processed by one of the system’s four machines.
The new Landriano plant strictly adheres to the sustainability principles promoted by the Group. The structure has obtained the BREEAM In-Use Excellent certification, one of the most relevant international certifications in the field of sustainability, for the design and construction choices made.
State-of-the-art photovoltaic panels covering a total area of 2,500 square metres were installed on the roof of the facility, providing the hub’s daytime energy needs and reducing annual CO2 emissions by 210 tonnes. Additionally, construction materials were used that ensure high performance in terms of energy containment.

With a view to business development, a new postal distribution centre in Viterbo was inaugurated in the last quarter of 2022, and is expected to handle very large volumes, averaging around 255,000 kg of “ordinary” mail and around 700,000 “items” of signed mail and parcels per year. The centre was designed and built in accordance with the “Joint Delivery”, the delivery model introduced throughout the province that guarantees the delivery of mail and parcels even during the afternoon hours and on Saturdays, as well as having state-of-the-art equipment to optimise the work of employees.
In addition to the Viterbo distribution centre, the Group opened other distribution centres in 2022, including Bracciano and Firenze Novoli. The new centres were designed in a functional way for “Joint Delivery” and allow a considerable increase in the volume of mail handled by Poste Italiane.
In the new distribution centres, all post officers are equipped with PDAs with which they handle ordinary mail and signatures in a quick and traceable manner. The recipient can pay from home or work, at the same time as the mail or parcel is delivered, by Postamat card, Postepay card or using debit cards from the Cirrus/Maestro circuit. The Joint Delivery model therefore passes through new structures, new organisational processes and new distribution logics. With the change towards efficiency, the Group aims to improve the quality of service and delivery times.
Additionally, Poste Italiane announced that it will open its first Post Office inside a railway station, in Catania, to contribute to the redevelopment and enhancement of the surrounding area.

The sorting centre in Padua was awarded as part of Poste Italiane’s Lean World Class mail and parcel programme for the development of a lean culture and process optimisation. The scores obtained during the audits enabled the centre, which has made sustainability and production efficiency its strong points, to reach the bronze goal.
The Padua sorting centre has been placed on the highest podium of the Lean certification for having been able to develop the synergy between production efficiency, sustainability and safety in a particularly virtuous way, through a gradual and continuous improvement fuelled also by the direct suggestions of those working on the front line. In particular, the lean path involves process efficiency, as well as a focus on safety and quality, which requires bottom-up involvement, as the operational staff is directly involved in the change and operational activities.

In October 2022, Poste Italiane formalised the acquisition of a 70% majority stake in the Agile Lab Group for a consideration of approximately €18 million.
Agile Lab is a company specialising in the field of data engineering and operates through three service lines – data strategy, data platform construction and related infrastructure management – through which it optimises data-intensive business processes, offering innovative solutions capable of enhancing the value of customer data and making the organisational structure that manages it more efficient. In this way, the Poste Italiane Group has equipped itself with distinctive elements in the modern data industry and strengthened its ability to build data-driven businesses for the market.

Poste Italiane, as part of its investment in the training of its employees, has promoted, in collaboration with the School of Management of the Politecnico di Milano, a course called “Digital Voices”, which makes available some digital content from the “Osservatori Digital Innovation” platform of the School of Management of the Politecnico, with hundreds of contents and events created by analysts and experts for professional updating on Digital Innovation.

The objective of the programme, supported by the Digital Academy and Innovation of Poste Italiane’s Corporate University in collaboration with experts in Market Data Analysis, was to involve all staff in order to foster the development and dissemination of the culture of digital innovation in the Company, also showing the opportunities and impacts that digital technologies have on people, businesses and the Public Administration.

The omnichannel strategy transformed Poste Italiane into a platform company, resilient to the pandemic and the financial upheavals produced by the war in Ukraine. In the third quarter of 2022, the Company achieved a 17% increase in operating profit compared to the third quarter of the previous year, reaching, at €2.1 billion, the highest first nine-month result ever.
The Group has identified human capital as a vital resource for innovation. This is why, in addition to continuing its policy of open innovation and inorganic growth by acquiring or taking majority stakes in some of the most innovative companies and start-ups, it is also implementing a policy of “reshoring”, hiring and bringing back home several “brains” that had emigrated for work. In this way, the Company contributes to the digitalisation and modernisation of the country and combines the virtualisation of services with a constant and qualified presence on the territory.

The Polis project, SPID, the launch of fibre connection services and the entry into the energy market show how Poste Italiane is a facilitator of the country’s technological transformation.

Poste Italiane underlines its commitment to innovation by participating in the sixth edition of the OPEN ITALY programme promoted by the ELIS Consortium. The Company’s objective is to continue the path of innovation and digital transformation envisaged in the Strategic Plan, promoting the culture of open innovation and strengthening its leading role in digital evolution and innovation in Italy.
Start-ups today increasingly represent a player with which companies can really develop innovation, through multiple modalities and approaches. For this reason, during the OPEN ITALY programme, Poste Italiane collaborated with Bleb Technology and Discovery.

The technology developed by Bleb Technology, an Internet of Things (IOT) start-up, has found application in the logistics of the Italian Post Office. The proposed solution is based on the use of “Blebricks”, low-energy wireless modular bricks that can be integrated on mobile devices for data collection, analysis and geolocation. Together with this start-up, the Company developed the I-Fast project to evaluate the possible use of this innovative technology to improve tracking systems within its Sorting and Distribution Centres for mail and parcels.

From the collaboration with Dscovr, a start-up with a team of only under 35 that provides its platform to listen to the voice of customers and help make strategic decisions on business services, the Look Around project was created. The aim is to analyse some of Poste Italiane’s services in an innovative and flexible way through the experiences of its customers, as well as to raise the awareness of the importance of data in production processes and customer interactions among the people working in the Company.

Poste Italiane offers an advisory model focused on sustainable investments that can be consulted through an online platform. The model focuses on a product catalogue including financial criteria and ESG preferences of the client. The criteria include knowledge of the product and the client, advice and suitability, and disclosure to the client. Each product in the catalogue is associated with an ESG score on two levels, an overall pillar score and a category score, together with a representation of ESG characteristics. In the profiling process, the client’s level of interest and preferences on the ESG topic is explored, based on which a minimum portfolio score is associated with the individual pillar.

Advice is given in relation to financial drivers, thanks to the introduction of specific safeguards that verify the minimum portfolio score of each pillar, according to the client preferences gathered from the MiFID Questionnaire. The control is in addition to those of the current adequacy model. Finally, as far as client disclosure is concerned, the recommendation report is enriched with indications on the consistency of the proposed products with respect to the client’s ESG preferences and changes in terms of individual pillar scores, between pre- and post-recommendation portfolios.
The Advisory Platform in the information sheet of each product provides information on ESG, and under the heading “product sheet”, the scores for each driver (E, S, G) are broken down. The Guided Advisory Platform aims to supplement the client’s existing information set with information on the ESG Synthesis Profile and the score on each individual ESG pillar.

Following on from previous years, the partnership with Microsoft Italy and Postel continued, giving customers the opportunity to purchase packages of integrated offers to simplify business management.

Business customers are offered a range of packages that consider various specific needs; the Microsoft Standard package can be supplemented with Poste Delivery Business, the service aimed at companies that send documents or goods to private and business recipients in Italy, with delivery within two working days. The service can also be combined with “Salva e-invia Web”, which offers an integrated system of web-based services provided by Postel to simplify the sending of mail. To meet the need for the digital signature of documents prepared with the Microsoft package, it is possible to proceed with the activation of the option the Remote Digital Signature of Poste Italiane to securely sign electronic documents with legal value. Finally, DataCerta Digitale is Postel’s service that allows the certification of the date and time of production of any document, which is legally valid with the certainty of the date guaranteed by the EPCM (Electronic Postal Certification Mark) issued by Poste Italiane.

The last few years have seen increasing regulation at the European level in the area of sustainable finance, thanks to regulations enacted by the legislature with the aim of redirecting capital flows towards sustainable investments and promoting transparency and long-term vision in economic and financial activities.
During 2022, regulatory technical standards were defined. “RTS”, Delegated Regulation (EU) 2022/1288) governing the presentation and content of the disclosures required under Regulation (EU) 2019/2008 (“Sustainable Finance Disclosure Regulation” or “SFDR”) and Regulation (EU) 2020/852 (“Taxonomy Regulation”).
In view of the entry into force of the RTS, BancoPosta Fondi SGR and Poste Vita have been called upon to adapt to the provisions, in particular by updating the disclosure in the pre-contractual documentation with the preparation of the annexes and the adaptation of the disclosure on the website for all Group products that promote environmental or social characteristics (as per Art. 8 SFDR). For these products, periodic reporting will be conducted from early 2023.

During 2022, the financial markets and the economic outlook of all their participants – institutional investors, retail investors and corporations – were profoundly affected by the outbreak of war in Ukraine. In addition to the resulting financial instability, the huge increase in energy prices helped push up inflation rates, leading the relevant central banks to intervene by raising interest rates.
The price shocks experienced have once again underlined the urgency, also on the part of the financial and insurance sector, to accelerate the climate transition, working along global pathways of decarbonisation and promotion of clean energies, while ensuring long-term social development.

In line with this, the Poste Italiane Group, BancoPosta Fondi SGR and Poste Vita signed the “Business letter ahead of the publication of the RePowerEU Plan” addressed to the President of the European Commission Ursula Von der Leyen to support the European Union in ending its supply dependency on Russia and promoting the green transition by enhancing energy security and resilience.

For the Poste Vita Group, the weighted average ESG score for the investment portfolio in 2022 was 53/100 for corporate issuers and 77/100 for country issuers. The results obtained are higher than the ESG performance of the reference benchmarks, iShares MSCI World ETF equal to 42/100 for corporate investments (equity and corporate bonds) and Xtrackers Global Government Bond equal to 64/100 for government investments, confirming the high quality of the Group’s investments in terms of sustainability. With respect to the CFET (Carbon Footprint Energy Transition) analysis, the weighted average carbon footprint of its portfolio was 6,160,000 tCO2eq, with an Energy Transition score of 55/100 for corporate issuers. The comparison with the benchmark iShares MSCI World ETF is slightly unfavourable in terms of carbon footprint (equal to 5,970,529 tCO2 eq for the ETF) while the Energy Transition of Poste Vita’s investments is higher than that of the index (score 45/100). Finally, the CFET of government investments was 361,194,832 tCO2eq, and the Energy Transition score 71/100.

With reference to BancoPosta Fondi SGR, the weighted average score for the portfolios relating to the Company’s direct and indirect asset management (€101 billion of assets) was 53/100 for corporate issuers and 76/100 for country issuers. BancoPosta Fondi SGR also scored higher than the ESG performance of its reference benchmarks, iShares MSCI World ETF at 42/100 for corporate investments (equity + corporate bonds) and Xtrackers Global Government Bond at 64/100 for government investments. This result confirms, once again, the high level of quality of the Group’s investments in the area of sustainability. Compared to the CFET analysis, the weighted average carbon footprint of the Company’s direct and indirect management portfolios (€101 billion of assets) was 5,024,749 tCO2eq, with an Energy Transition score of 55/100 for corporate issuers. Both indicators resulted in a higher score than the benchmark iShares MSCI World ETF (5,970,529 tCO2eq, Energy Transition score 45/100). The CFET of government investments, on the other hand, is 473,390,426 tCO2eq, and the Energy Transition score 72/100.

“Poste Progetto Valore 360” is a multi-class insurance solution that provides for the allocation of the investment, according to a predefined combination, between the “Posta ValorePiù” segregated account and one of the internal insurance funds, which operate with the objective of achieving growth of the invested capital, namely “Poste Vita Valore Sostenibilità Dinamico”, “Poste Vita Valore Sostenibilità Equilibrato” and “Poste Vita Valore Sostenibilità Sviluppo”. Although characterised by different risk profiles, each internal fund adopts a responsible investment strategy aimed at promoting environmental and/or social characteristics.
In particular, the funds, the management of which is delegated to BancoPosta Fondi SGR, select UCITS instruments through a quantitative and qualitative evaluation process based on an analysis of the management company and an analysis of the individual UCITS, favouring those that apply at least one responsible investment strategy among the following: promotion of environmental or social characteristics, pursuit of sustainable investment objectives, or use of benchmarks with ESG characteristics.

Consistent with the commitment undertaken through the signing of the Principles for Sustainable Insurance in 2019, and with the promotion of transparency on operations that characterises the Poste Italiane Group, Poste Vita undertakes to periodically report on the progress in the implementation of the Principles it has signed up to, which are summarised in the diagram below.

Principle 1 – Incorporate environmental, social and governance issues relevant to the insurance business into its decision-making processes.

• Assignment of formalised responsibilities to top management regarding ESG: Board of Directors, Product Committee, Risk Office
• Ongoing training on ESG issues to top management and employees
• Presence of a dedicated section in the Company’s Product Committee responsible for periodically reviewing and evaluating the criteria for the definition of ESG profiles and the Company’s product catalogue
• Systematic evaluation of economic, social and environmental context factors that may have an impact on people and, therefore, on the Company’s business in the long term and, in particular, social, technological, political, regulatory and environmental factors
• Development of insurance products with social and environmental value
• Integration of ESG criteria into investment activities in line with the Responsible Investment Policy, the Guidelines for Voting and Engagement Activities and the Guidelines for Investing in Sensitive Sectors adopted by the Company

Principle 2 – Collaborate together with customers and business partners to raise awareness of environmental, social and governance issues, manage risks and develop solutions.

• ESG assessment of suppliers
• Awareness raising and supplier involvement through specific activities
• Sharing relevant ESG information with customers

Principle 3 – Collaborate together with governments, Authorities and other relevant stakeholders to promote widespread action within the Company on environmental, social and governance issues.

• Membership within the Executive Committee of UNEP FI
• Participation in reference initiatives such as PRI, PSI, UN Global Compact
• Participation in national and international discussion and promotion initiatives on Sustainability issues
• Participation in collective engagement initiatives
• Participation in the ESG Committee of the trade association

Principle 4 – Demonstrate accountability and transparency in regular public reporting on progress made in implementing the Principles.

• Regular reporting on the Group’s responsible investment and insurance performance and sustainability in general through a variety of tools, including the Integrated Report within the Annual Report, PRI Transparency Report, PSI Progress Report, corporate website and social media*.

* These documents outline all the details on how the Principles for Sustainable Insurance are applied and their evolution.