Poste Italiane Group adopts an integrated decision-making process, providing for specific actions aimed at creating value in the short, medium and long term and taking into consideration the connections and interdependencies among the many factors affecting the Company’s ability to create lasting value over time.

Poste Italiane Group’s Materiality matrix

The materiality matrix below summarises the priorities of Poste Italiane’s management, its personnel and all the categories of stakeholders with whom the Group interacts in the conduct of its business. It identifies the eighteen most relevant and necessary issues to ensure an understanding of the company’s activities, their performance and their economic, social and environmental impacts. The order of priority of the issues has been defined taking into account the strategic relevance of each issue for the Company and the perceived importance for stakeholders.

Description of material topics

Work with transparency and integrityPrepare appropriate internal control measures and spread a corporate culture within the organi- sation based on integrity, professional ethics and honesty in order to build trusting relationships with its stakeholders and conduct its activities correctly and transparently in every single operation, especially in combating active and passive corruption.
Occupational health and safetySafeguard people’s health, safety and psychophysical integrity, also in terms of workplace quality, and foster the development of a robust in-company culture in compliance with the highest national and international standards in this regard.
Staff training and developmentGuarantee our employees ongoing development of their knowledge and skills and the opportunity to reach their full potential through training courses aimed at ensuring growth and strengthening of know-how in line with the needs they and the market have expressed, also with a view to better managing business and organisational changes.
Quality and Customer experienceRespect implementation deadlines and procedures for activities (level of service and performance) and provide customers with a quality experience that goes beyond making use of a traditional product or service. In addition, build a relationship of trust by activating customer engagement channels to be always informed on customers’ expectations, needs and satisfaction regarding products and services offered, and the correct management of complaints.
Protection of human rightsGuarantee the protection of human rights and the promotion of non-discriminatory behaviours within the Group, including through compliance with recognised standards, incorporation of the risk of violation within the Group’s risk assessment model, and valorisation of diversity elements (in terms of differences in age, gender, knowledge and experience) which foster the development of a “corporate culture” and a response to new challenges and market opportunities.
Innovation and digitisation of products, services and processesContribute to the modernisation of Italy and digital and technological evolution through the deve- lopment of new products and services and the adoption of digital technologies to be incorporated into products, services and business processes, in order to be ready to respond to changes in scenario, new customer needs and opportunities offered by social and environmental changes.
Equal career development opportunitiesEnsure equal opportunities in the development of individual careers, by promoting career deve- lopment paths for all employees regardless of their personal characteristics (age, gender, sexual orientation, disability, ethnic origin, nationality, political opinions and religious beliefs) in accordance with the principles of impartiality and non-discrimination.
Dialogue and transparency in relations with the authoritiesPromote systematic and transparent dialogue with national and local authorities, based on a quest for shared solutions that enables responding to communities’ social needs, positively affecting the social fabric in the areas in which the Company operates and, at the same time, increasing com- petitiveness and business continuity.
Support for the socio- economic development of local communitiesContribute to Italy’s socio-economic well-being through direct, indirect and induced impacts in local areas (e.g. in terms of GDP and employment), and initiate or support social activities that respond to the needs expressed by society, including those identified through dialogue and colla- boration with the third sector.
Environmental impacts of logisticsMonitor the environmental impact of logistics activities and encourage a process of change aimed at safeguarding the environment by adopting lower-impact solutions regarding the provision of postal and logistics services, including: the use of hybrid/electric vehicles, rationalisation of distances travelled, correct waste management, and development of recharging infrastructure for customers’ vehicles.
Integration of ESG
factors into investment
Incorporate ESG aspects within the investment process in order to better manage non-financial risks and consider new investment opportunities that also support sustainable development and a low-carbon future.
Cybersecurity, IT Security and PrivacyGuarantee the privacy of customers’ data, protect intellectual property and provide an effective management system for IT security and cyber security in order to ensure business continuity, pro- tect the information assets of the Company, customers and other stakeholders, and the security of transactions.
Integration of ESG factors into insurance policiesIncorporate ESG aspects within insurance policies, insurance product development strategies and customer communications.
Staff welfare and well- beingProvide employees with modern, flexible working tools and models that respond to specific per- sonal needs and ensure work-life balance (e.g. agile working initiatives, improved maternity and paternity arrangements, the provision of benefits in the field of healthcare, etc.).
Legality and incorporation of
ESG criteria within procurement processes
Procurement processes based on pre-contractual and contractual behaviours aimed at achie- ving complete respect of legality and transparency, and adoption of selection, assessment and monitoring criteria to measure the social and environmental performance of suppliers, in order to guarantee high levels of functionality and quality for supplies and mitigate ESG risks.
Environmental impacts of real estate facilitiesSpread a culture of respect for the environment and adopt concrete solutions for the efficient ma- nagement of energy resources, water resources and waste, from a circular economy standpoint. For example, procurement of renewable energy, installation of renewable energy production plan- ts, building efficiency projects, organisation of separate waste collection, etc..
Financial inclusionExtend the financial products and services offering to traditionally excluded categories, in order to guarantee access to services that are essential for economic livelihoods, and make the customer purchasing experience more aware via financial education initiatives, especially with regard to sa- vings, investment, payments, pensions and insurance.
Relations with social partnersConsider dialogue with personnel and labour union representatives as essential in finding shared solutions relating to issues that can have significant impacts on the organisation, the business and above all human capital, a vital corporate asset for the Company.