2017 CSR Report - dalkiapolska.com...All the commitments laid out in this CSR report mirror our drive to “set the energy standard”. They embody our strengths and values. our drive

2017 CSR Report

Our sustainability commitments

“SETTING THE ENERGY STANDARD” WITH OUR STAKEHOLDERS

“SETTING THE ENERGY STANDARD” WITH OUR EMPLOYEES

“SETTING THE ENERGY STANDARD” WITH OUR Customers

“SETTING THE ENERGY STANDARD” WITH OUR PARTNERS

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2017 CSR Report

2 Our sustainability commitments

2017 CSR Report

3Our sustainability commitments

SETTING THE ENERGY STANDARD IS A HALLMARK OF THE DALKIA APPROACH

be there to help them speed up the process. Alongside the centralised approach to power generation, we need to ramp up decentralised production by developing local, renewable energy sources and delivering networked solutions to promote a more balanced, more renewable, low-carbon energy mix.

What part do innovation and digital transformation play in Dalkia’s strategy? S. J. : Innovation is a cornerstone of our approach. It is central to the energy transition and digital transformation, which are the two defining trends that permeate our entire business to bring benefits to customers. Innovation is in Dalkia’s DNA, as reflected in the many solutions developed in-house and in conjunction with startups.

All the commitments laid out in this CSR report mirror our drive to “set the energy standard”. They embody our strengths and values.

our drive to develop renewables such as geothermal energy, biomass and biogas as well as recovered energy sources like industrial waste heat and waste-to-energy plants. Another is our use of energy efficiency solutions to reduce our customers’ CO2 emissions. These pledges also entail people-centric initiatives to improve health and safety, enhance quality of life at work, develop skills, promote diversity and foster mobility. We weave them into our ecosystem by working with our partners to encourage innovation and initiatives in cities and regions.

Do cities and regions have a part to play in ensuring a successful energy transition? S. J. : The pledges made by governments at COP21 will not be enough to protect our planet. The energy transition will come through gradual gains on the scale of cities and regions, and Dalkia will

Dalkia has embodied strong values since the beginning, in 1937. Sylvie Jehanno: Dalkia has been shaping the future of energy solutions for quite some time. We’ve been an energy services provider for over 80 years, working hand in hand with our stakeholders while embodying the values of the EDF Group in terms of respect, solidarity and responsibility. We have established a real partnership with our customers.

How does corporate social responsibility (CSR) fit into the Dalkia strategy? S. J. : In 2017, we drew up our new five-year plan, Cap Dalkia, which is built on four pillars: growth, efficiency, a people-centric approach and digital transformation. The goal is to bring the share of renewable and recovered energy sources in the Dalkia mix to 50% by 2022. Our sustainability commitments thus form an integral part of these four focal points.

What exactly are you doing to promote CSR? S. J.: We have made 12 sustainability commitments alongside our three key stakeholders: customers, employees and partners. One example is

Sylvie Jéhanno, Chief Executive Officer, Dalkia


2017 CSR Report

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7 REGIONS1 / Northern France2 / Île-de-France

(Paris Region)3 / Central-Eastern

France4 / Eastern France5 / South-Western

France6 / Central-Western

France7 / Mediterranean

Region

SPECIALISED SUBSIDIARIES IN FRANCECesbron, Cram, Astériot, Dalkia Biogaz, Optimal Solutions, Techsim and TIRU

France

Dalkia around the worldDalkia posted revenue of €4 billion in 2017 and the leading provider of energy services in France. We offer innovative solutions to help companies and communities implement the energy transition on a local level. Since joining the EDF Group in July 2014, we have successfully expanded around the globe in countries such as Poland, the United States and Russia, and have been operating in the UK, Ireland and Belgium through joint ventures since 2017. TIRU, a Dalkia subsidiary specialising in waste recovery, is now developing its business in the UK and Canada. Dalkia had a workforce of more than 15,500 people at the end of July 2017, including 2,500 outside France.

employees 15,500

billion in revenue€4

industrial sites optimised

more than 2,000

customers 29,300

healthcare facilities served

more than 3 ,000

district heating and cooling networks

more than 350

multi-dwelling units heated

more than 2 million

tertiary and commercial facilities managed

more than 17,500

installations

more than 79,000

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6

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2017 CSR Report

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CANADATIRU Canada Montréal

UNITED STATES DK Energy USGroom Energy Solutions

BELGIUMEDF Luminus Solutions

IRELANDSuir Engineering (an Imtech Company)

POLANDDalkiaZEC KatowiceMatex Controls

RUSSIADalkia

UKEDF Energy Services TIRU UKImtech UK

Europe

Americas


2017 CSR Report

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A collective effort to groom and grow Dalkia by 2022In line with the Cap 2030 strategy put in place by EDF, Dalkia has set out its own “Cap Dalkia” five-year plan leading up to 2022. Cap Dalkia clarifies what we aim to offer our customers, embodied by the slogan: “Dalkia: working with you to step up your sustainable energy performance.” The plan was drawn up between March and June 2017 through a campaign involving more than 2,000 employees, who provided input through a collaborative platform and five working groups created by managers from all business lines. The campaign closely involved all Dalkia entities in France and worldwide, including specialised subsidiaries. The roadmap is built around a four-part action plan targeting growth in France and around the globe, operational efficiency, a people-centric approach and digital ransformation.

A company signature

“ Dalkia: working with you to step up your sustainable energy performance. “

A close relationship with customers and a people-centric approach.

Using innovation and digital solutions to help customers streamline their transition.

Initiatives to promote sustainable development and renewables, backed by a long-term relationship with our customers.

A commitment to energy savings and energy efficiency.


2017 CSR Report

Cap Dalkia for 2022

Cap Dalkia in figures

Our sustainability commitments (see p.13) support the four pillars of the Cap Dalkia strategy: growth, efficiency, a people-centric approach and digital transformation. Key Cap Dalkia targets also mirror our sustainability commitments and are tracked using key performance indicators (KPI) for corporate social responsibility.

renewable and recovered energy sources in the energy mix

50%

CSR indicators

injury frequency rate< 2

long-term customer satisfaction score

8/10

of customers connected and 100% of operational data digital

100 %in revenue, including more than 15% outside France

€5 billion

7

GROWTH

1

€5 billion in revenue by 2022

OPERATIONAL EFFICIENCY

2

A competitive advantage

A PEOPLE-CENTRIC APPROACH

3

A plan that focuses firmly on our employees to establish the company as the most attractive employer in the industry

DIGITAL TRANSFORMATION

4

Far-reaching digital solutions for our customers and employees


2017 CSR Report

Setting the energy standard with our stakeholders

Laura SalezOptimal Solutions

overnanceG& trategyS

Dalkia has made a commitment to its stakeholders to “set the energy standard”—a promise that reflects our determination to act responsibly and create value for all involved.

SETTING THE ENERGY STANDARD WITH OUR STAKEHOLDERS


2017 CSR Report


How did Dalkia craft its sustainability commitments?Muriel Voisin : Dalkia is by no means new to the issue of CSR. Our commitments are rooted in Article 225 of France’s Grenelle II law and the responsibility goals of the EDF Group. We follow the holistic ISO 26000* approach, which is reflected in our drive to “set the energy standard” and the 12 commitments we make alongside our stakeholders: customers, employees and partners. This CSR governance has now matured and is an integral part of our new Cap Dalkia five-year plan.

How does Dalkia embody these sustainability commitments? M. V. : Our integrated management system is the backbone of our organisation and largely ensures compliance with ISO 26000 criteria from an operational standpoint. We also meet the expectations of our customers in terms of energy efficiency and renewable/recovered energy sources through a performance-oriented culture and dialogue with our employees, backed by our ecosystem of partners.

How do you implement that approach? M. V.: We aim to make everyone aware of their

Muriel Voisin,Head of CSR Ethics & Compliance Manager, Dalkia

SOCIAL RESPONSIBILITY IS MORE THAN JUST A STRATEGY; IT’S ABOUT VALUES

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Resp

onsib

ility

responsibilities in implementing these commitments and show them how they can contribute. We use learning tools like theatre and cartoons to help get the message across. For example, roleplaying sessions with sales representatives ensure a hands-on approach that helps everyone really grasp the issues involved in sustainable development.

Dalkia also attaches importance to community involvement and outreach initiatives… M. V. : The goal is to offer employees a range of different opportunities as part of an overarching approach to quality of life in the workplace, which in turn makes our employer brand more attractive. One example is the skills sponsorship campaign introduced as part of Pro Bono Week at Dalkia’s head office and in different regions.

You are also Dalkia’s Ethics & Compliance Manager. M. V.: Yes, I took up the position in November 2017.

Issues related to ethics and compliance embody the company’s values and application of relevant rules and regulations, and are highly consistent with our CSR governance.

* CSR guidelines.

2017 CSR Report

10 Setting the energy standard with our stakeholders Our sustainability commitments

Setting the energy standard with our stakeholders Our sustainability commitments 11

Dalkia joined the United Nations Global Compact in 2015, aligning with its 10 principles on human rights, labour, the environment and anti-corruption. In so doing, we committed to apply these principles and demonstrate tangible progress from one year to the next. We pub-lished our first Communication On Progress (COP) in 2016 and immediately qualified for the Advanced level. Everyone at Dalkia upholds the principles and fundamental rights set out in the Universal Declaration of Human Rights (UDHR), the EU Charter of Fundamental Rights, the Conventions of the International Labour Organisation, the OECD Guiding Principles, and the United Nations Convention against Corruption. Building on our 2003 ethical guidelines, we intro-duced our own code of ethics in 2016 in keeping with the values of the EDF Group: respect, sol-idarity and responsibility. We have introduced the code of ethics across all business units, backed

by a network of ethics liaison officers and whistleblowing systems.

In accordance with relevant regula-tions and France’s Sapin II law of 9 December 2016 on transparency, anti-corruption and modernisation in busi-ness, we have put in place a clear ethics and compliance policy along with a code of con-duct. The latter is designed to protect our culture of integrity by helping employees identify any risks they may encounter in the course of their everyday activities and empower then to react appropriately. We have also released a simplified version of the code of conduct in the shape of a quick ref-erence guide to help employees understand key issues. Our whistleblowing system allows people inside and outside the com-pany to red-flag any inappropriate practices. All of these issues are tracked by the Dalkia ethics committee and monitored by our eth-ics and compliance manager.

DALKIA STRIVES TO CONDUCT BUSINESS IN LINE WITH THE PRINCIPLES OF ETHICS & COMPLIANCE

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Code of Ethics, Code of Conduct and Quick Reference Guide.

2017 CSR Report

Setting the energy standard with our stakeholders Our sustainability commitments

2017 CSR Report

12

In 2016, the city of Bayonne in southwest France awarded Dalkia a contract to design, finance, build and operate a biomass plant and heating network. The project involved an investment of €8.5 million, backed by the French envi-ronment and energy management agency (ADEME), the Nouvelle-Aquitaine region and the European Regional Development Fund (ERDF). In June 2017, the network

underwent an organisational social responsibility (OSR) audit conducted by AFNOR on behalf of the regional authority. Based on our sustainability commitments, Dalkia delivered solutions in line with the seven core subjects in ISO 26000. The assessment produced outstanding results across the board in areas such as energy efficiency, use of renewables, the campaign to reduce energy poverty and local engagement.

Bayonne heating network passes OSR audit

DALKIA’S RESPONSES TO THE SEVEN CORE SUBJECTS IN ISO 26000*

7. Community involvement & development

5. Fair operating practices

6. Consumer issues

2. Human Rights

1. Organisational governance

ISO 9001Sustainable

Development Charter for Dalkia

suppliers

Socio-economic footprint

EDF Group Foundation

4. Environment

ISO 14001ISO 50001

PEFC

ISO 9001“Talk Customers”

campaign

Diversity LabelGlobal CompactCode of Ethics

Code of Conduct

OHSAS 18001Cefri

Diversity Label

3. Labour practices

* CSR guidelines.


2017 CSR Report


DALKIA’S 12 SUSTAINABILITY COMMITMENTS

ALONGSIDE ITS STAKEHOLDERS

direct, indirect and induced jobs

in France

of Dalkia employees have attended

at least one training programme

50, 507*

84%

of supplier framework contracts include

a sustainable development clause

lost-time injury frequency rate

100%*

6.5

Employees

CustomersLocal authorities, industry, tertiary,

residential and healthcare

Partners Suppliers, subcontractors,

business partners, universities and research bodies, civil society

and public authorities

Skills development

Prevention, health & safety

of CO2 emissions prevented

4.1 Mt

Energy savings and the campaign to tackle climate

change

renewable and recovered energy sources

in the energy mix

37%

Development of renewable and

recovered energy sources

Responsible purchasing

Regional development

Overall customer satisfaction score

7.5/10*

Quality of service employees

have benefited from career development

1 ,010*

Career development

of customers have online accounts

29%*

Customer support women

in management positions

22%

Diversity and equal opportunity

sites connected to the SCADA system

41 ,300*

Creative solutions

in support of community and outreach initiatives

€717,120**

Community involvement and

outreach initiatives

Employees, trade unions, employee representatives

and Dalkia Campus

* Dalkia in France, excluding speciality subsidiaries ** Dalkia in France, including speciality subsidiaries

Data as of 31 December 2017


2017 CSR Report

Setting the energy standard with our customers

Sceneo swimming pool in Longuenesse, Pas-de-Calais, France.

Dalkia is actively involved in the energy transition, working with our customers to curb consumption and enhance efficiency while ensuring quality support and solutions tailored to the challenges they face.

SETTING THE ENERGY STANDARD WITH OUR CUSTOMERS


2017 CSR Report

oingmore less! D

with


Suresnes is committed to promoting sustainable development… Christian Dupuy : Yes, we have been for a number of years now. Our proactive approach is driven by a desire to protect the environment by reducing energy waste and curbing greenhouse gas emissions.

How have you implemented that approach? C. D. : We began by building a pioneering eco-district: Écluse-Belvédère. We then built HQE buildings and worked to incorporate renewables in different municipal facilities. The Raguidelles sports centre has solar panels and a wood-fired boiler, allowing us to control energy costs, which is a mainstay of our strategy. Our facility management efforts also incorporate recommendations on ways to obtain energy savings certificates.

Is that why you signed an energy performance contract (EPC) with Dalkia in late 2017? C. D. : Yes, Dalkia is helping us reduce our district heating consumption in line with a specific energy target set out in the contract. Scheduled structural work should shave up to 40% off heating costs for the Pontillon school complex!


2017 CSR Report

SURESNES STAYS A STEP AHEAD WITH DALKIA

Overall, we expect to reduce consumption by more than 10% for all facilities covered by the contract in the next four years.

What does the future hold for Suresnes? C. D. : We aim to put in place an approach that guarantees results for all major rehabilitation work. It is important that the town’s investments are effective. A number of laws are now in the pipeline that will require local authorities to renovate any energy-intensive facilities. Our EPC with Dalkia lets Suresnes stay a step ahead of the regulations and demonstrate its strong commitment to sustainable development.


Antic

ipatio

n

Christian Dupuy, Mayor of Suresnes and Deputy Chairman of the Hauts-de-Seine Council

How does Dalkia’s commercial approach jell with its sustainability commitments? Véronique Poulain : It’s my job to help our clients—local authorities and companies—tackle two key challenges: harnessing the potential of renewable and recovered energy sources while reducing energy consumption, which are the two main commitments of Dalkia’s sustainability strategy.

Do heating networks play a central role in that strategy?V. P. : Heating networks are currently the most effective way to distribute local renewable energy on a broad scale and prevent energy poverty. They can really make the most of specific local characteristics and resources to unlock that potential for as many people as possible.

Can you give us a few recent examples in the Paris region? V. P.: In Bagneux, we created a heating network that uses geothermal energy, a clean, natural resource found below the ground, which we also supplied to the town of Châtillon. In Mantes-la-Jolie and


2017 CSR Report

Trust

MAKING THE MOST OF SPECIFIC REGIONAL CHARACTERISTICS AND RESOURCES


Saint-Germain-en-Laye, we opted for biomass heating plants fired by wood from neighbouring forests. At the same time, we remain committed to curbing energy consumption. In Suresnes, for instance, we signed an energy performance contract in 2017 with the goal of reducing the energy bill for public buildings by around 13%. The contract incorporates building and heating system overhaul along with initiatives to raise user awareness.

Véronique Poulain, commercial directorDalkia Île-de-France, heating networks

How important is your relationship with customers? V. P.: It is crucial and relies on quality of service and a willingness to listen. Our online tools, especially the Customer Space, have made customer relations more fluid and transparent. This sense of trust established over time allows us to work with and for our customers to develop innovative solutions. In Cachan, just outside Paris, we even pioneered a subhorizontal drilling solution for a geothermal project. That was a world first!

To ensure complete control over the energy chain, Dalkia offers clients tailored solutions and the energy source most suited to their needs to optimise consumption, backed by facility management and maintenance services. However, we also know the cleanest energy is that which is never used. That is why we make clear commitments to our clients through specific targets in our energy performance contracts (EPC), along with “energy coaching” services to make building users more aware of greener practices. We also develop combined heat and power (CHP) and smart grid solutions to make better use of energy sources and reduce their environmental impact. These cogeneration solutions harness the heat given off as a by-product of electricity production while smart grids optimise energy management for

cities and districts. Our solutions ensure outstanding technical performance in industrial environments that are often highly demanding. This is epitomised by the optimised cooling and air handling system we supply for the powerful data centres at the European Organization for Nuclear Research (CERN) and the rings on its particle accelerators. We are also enhancing energy and environmental performance at the French Alternative Energies and Atomic Energy Commission (CEA) and are operating high-voltage (400 kV) installations for ITER, the world’s largest fusion experiment.

Energy savings and the campaign to tackle climate change: from individual buildings to smart cities


2017 CSR Report

Toyota targets zero carbon emissions by 2050

With our customers

1


In September 2017, EDF signed a partnership with Toyota in Onnaing, northern France, to produce a new zero-emission Yaris by 2050. Dalkia will be handling phase one of the partnership: a combined heat (4.4 MWt) and power (4.4 MWe) plant that will be operational by November 2018. The cogeneration facility will later be used to harness the heat produced through a new low-temperature heat recovery and distribution system.


2017 CSR Report

Nanterre Cœur Université: an eco-friendly smart grid France’s first twin smart grid (heat and power) will come on stream in early 2019 at the Nanterre Coeur Université eco-district on the outskirts of Paris. Dalkia subsidiary Optimal Solutions is designing and building the smart grid to pool five renewable and recovered energy sources in partnership with UrbanEra, the major urban projects division of Bouygues Immobilier. The system will provide heating, hot water and air conditioning for homes, offices and shops in the district. Renewable and recovered energy sources will represent 60% of the mix. The smart grid will also enable self-consumption for all electricity production, which will be adjusted in real time. A shining example of our smart solutions, the project took home top honours at the 2017 EDF Pulse Internal Awards in the “Regional Innovation” category. * EDF Pulse Internal Awards are given to research and initiatives undertaken by EDF Group employees.


Dalkia reduces its clients’ greenhouse gas emissions by targeting four key areas: • Developing renewable and recovered energy sources • Cogeneration • Energy efficiency • Integrated energy management solutions.

of CO2 prevented, equivalent to taking over

two million cars off the road every year

of energy savings, equivalent to the annual heating consumption

of 600,000 housing units

TANGIBLE RESULTS IN TACKLING CLIMATE CHANGE

4.1 Mt

6.5 TWh

Millions of tonnes of CO2 prevented

3.22.5

4.1

20162015 2017

How do you reduce the energy bill of a cold store? This was the question put to our US subsidiary Groom Energy Solutions by Performance Food Group, one of America’s largest food retailers. In response, Groom installed a solution enabling smart energy management at the company’s City of Industry warehouses in California: chilled water is now produced cost-effectively at off-peak times then stored in tanks, ready to be used when needed to offset peak demand. Our clients recouped the investment in just 18 months!

Smart cold stores in the United States

The campaign to successfully combat global warming will depend on initiatives implemented on a regional scale. Dalkia works with companies and local authorities to constantly create new solutions using local renewables such as geothermal energy, biomass, biogas, by-product heat from industry and waste. Harnessing these resources means finding energy where it is readily available and meshing different production sources to make regions more self-sufficient in meeting

their energy needs. In late 2017, we pioneered a new subhorizontal drilling solution to upgrade the geothermal well for the district heating network in the town of Cachan, just outside Paris. The project was a world first that perfectly captured our scope for innovation and our drive to develop renewable and recovered energy sources. Similar breakthroughs include France’s largest green heating network, which is set to come on stream soon in Lyon, and the Grand Paris Sud Energie Positive network for Essonne and Seine-et-Marne. The latter targets a mix comprising 77% renewables by 2022 with the help of energy recovered from a household waste incinerator and a new geothermal project. As a result of initiatives like these, renewables grew from 2% of Dalkia’s energy mix in the 2000s to 37% in 2017, reflecting our wil l ingness to shoulder our responsibility as a provider of energy services designed to tackle the problem of climate change.

Our subsidiary TIRU operates two plants in Saint-Ouen and Issy-les-Moulineaux for Syctom, the leading provider of household waste disposal services in the Paris region. The infrastructure serves two purposes: disposing of waste and providing a local energy source to supply district heating and electricity to many local people. In Issy-les-Moulineaux, around 500,000 tonnes of household waste are turned into energy every year! This is enough to provide heating for nearly 200,000 people. The two facilities benefit from a first-class environmental management system and a seamless fit with their surroundings, which helped them secure an AA+ rating in a recent audit by an independent assessor.


2017 CSR Report

Developing local renewable and recovered energy sources with a focus on biomass, geothermal energy and biogas

With our customers


TIRU-operated plants embody the circular model

operator in France, with 549 biomass units

DalkiaDALKIA, A KEY CONTRIBUTOR TO THE CIRCULAR ECONOMY No. 1

TIRU processes

of waste3.13 Mt

2

The equivalent of more than 3,000 homes in the city of Charleville-Mézières, in the Ardennes region of France, will soon receive heating from the local PSA plant. In renewing its public service delegation contract for the city’s district heating network, Dalkia will harness 28 GWh of heat given off by the PSA foundry and will triple the size of the heating net-work. Renewable and recovered energy sources represent over 60% of the mix for the local heating system, preventing 7,000 tonnes of CO2 emissions every year while shaving up to 15% off users’ utility bills.

The new Dalkia heating network in Indre-et-Loire will help the town of Joué-lès-Tours significantly reduce gas-fired boiler operations and completely eliminate use of heavy oil. Two wood-fired boilers will now meet 60% of heating network demand. They will be equipped with a thermodynamic condenser that will further enhance exhaust heat recovery, which is a first for France! The new facility will prevent nearly 22,000 tonnes of CO2

emissions every year.


2017 CSR Report


The automobile industry helps Charleville-Mézières pursue its energy transition

Joué-lès-Tours forgoes fuel-oil in favour of biomass

Percentage of renewable and recovered energy sources in the Dalkia energy mix

By developing renewable and decentralised solutions, we help companies and local authorities make the most of their local energy potential: • biomass • anaerobic digestion • geothermal energy • recovered energy • household waste to energy.

29%26%

37%

20162015 2017 2022

50 %

A new lease of life for biomethane from wastewater in ToursThe new treatment plant commissioned by Dalkia Biogaz for Tours Métropole Val de Loire in late 2016 has made biogas waste a thing of the past! Previously, most of the biogas given off by sludge at the treatment plant in La Riche was flared and simply lost. Surplus biogas is now treated and purified to produce biomethane, which is then fed into the natural gas network to provide heating for the equivalent of more than 700 homes in and around the city of Tours.


2017 CSR Report


Quality of service that builds customer confidence

With our customers

“Tell us what’s on your mind!”

Dalkia has made customer satisfaction a priority in an increasingly competitive environment as needs and expectations continue to evolve. We implemented a “Talk Customers” campaign in April 2017 to improve our service culture and technical standards through a more customer-centric approach. The goal is to focus on listening to customers to anticipate their expectations. This applies to every step of the customer journey: understanding the energy industry, discovering Dalkia products and services, choosing the right solution, approving relevant services, interacting with the customer relations centre, paying bills, filing complaints and ensuring long-term support. The Talk Customers campaign sets

aside time for managers and their teams to reflect on the importance of interpersonal skills as an integral part of the service provided, while pooling best practices. This guarantees customers truly receptive service with useful contacts and helpful information for understanding services and billing any time they need assistance.

Dalkia is committed to handling customer complaints effectively and has even released a video to prove it! In 2016, the film Chic une réclamation! (Great, a complaint!) highlighted our determination to deal with any grievances and deliver solutions quickly. Our new message this year is Réclamez-nous ! (Tell us what’s on your mind!). We’ve backed up the campaign with a special section on our website that includes a telephone number and email address. As part of that commitment, we have also published turnaround times for dealing with problems, designated a special liaison and ensured an effective tracking system.

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2017 CSR Report


Firing up from afar!

Web series covers in-house guidelines

As winter draws near, the campaign to fire up boiler systems is a crucial time for Dalkia customers. One of the many methods employed in the field involves using smart facilities that enable remote activation. This is the approach used in schools in southern France, in places such as Perpignan. Following summer maintenance operations and a pre-firing inspection, the system can remotely activate heating systems in 100 municipal buildings in Perpignan in a single day! Le SMI & Vous is the name of a fun web series

designed to enhance the image and use of the integrated management system (IMS) among employees. In September 2017, French magazine Stratégies gave its Grand Prix award for editorial communication to the series, which highlights challenges inspired by the everyday experiences of employees. The campaign teaches in-house guide-lines in the IMS, based on the requirements of standards including ISO 9001 (quality), ISO 50001 (energy), ISO 14001 (environment) and OHSAS 18001 (safety). In 2017, Dalkia renewed its cer-tification in line with the latest revised versions of these standards.

How exactly do you measure customer satisfaction? Dalkia’s customer satisfaction benchmark combines the findings of an annual telephone survey with quarterly email reports and on-the-spot feedback from customers who have contacted the call centre. Satisfaction is measured

both overall and at each stage of the customer journey. The system also calculates the Net Promoter Score (NPS).

Overall customer satisfaction score

7.5

7.1

7.5

20162015 2017 2022

8


2017 CSR Report

Providing long-term support to our clients through increasingly digital solutions tailored to the challenges they face

With our customers


Empowering clients to do more with less is one of Dalkia’s key priorities. We continuously enrich and adapt our range of heating, cooling, compressed air, biomass, biogas, waste recovery, engineering and other solutions to the specific energy challenges faced by our clients in both the public and private sector. We also support them over time to secure the long-term future of their facilities and help them implement the energy transition. Our first step is to pool the information we gather from the sites and installations we manage, to fine-tune performance targets and deliver bespoke solutions. We also provide an online Customer Space backed by digital reporting and dashboards. The goal is to always provide the right information at the

right time, which also happens to be a good way to harness digital transformation as a resource for a successful energy transition!

80 years of hands-on helpDid you know? On 27 October 1937, Dalkia signed its first contract to supply heat—from a coal-fired boiler system—to a hospital in northern France. La Renaissance Sanitaire in Villiers-Saint-Denis is still a Dalkia client today. The strength of this partnership lay the foundations for the energy efficiency business and enabled gradual improvement in the solutions used on site for heating, DHW production, air handling and water treatment.

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2017 CSR Report


Dalkia is currently rolling out a new Customer Space in France. The resource is the result of collaborative efforts with a number of our customers to ensure the system meets their every need. We mobilised a multi-faceted team for the project spanning business innovation, operations, remote management, billing and more. The new site provides a clear line of communications with access to administrative documents (contracts, invoices, etc.) and technical data such as installation configurations, network mapping and information about ongoing work.

An online space designed for and with our customers

Information in a flash!Building users can now obtain information using QR codes via the new Dalkia Customer Space. The codes are displayed in places like building entrances, allowing users to quickly scan the pixels with their mobile to access a mini-site specific to their building, where they can find news, updates on pending work and more. They can even fill out a quick survey on building comfort.

Connected customers*

~ 25% 29%

2016 2017 2022

100%

* Customers with an active account in the Dalkia Customer Space.

Want to know why we’re working on your heating? Scan the code to find out more

SETTING THE ENERGY STANDARD WITH OUR EMPLOYEES


2017 CSR Report

Dalkia refuses to do business in any manner detrimental to the health and safety of employees, partners or subcontractors. Our approach involves all stakeholders and is rooted in everyday practices to ensure initiatives are fair and effective. The key goals of our social model include ensuring equal opportunity, promoting diversity and preventing discrimination while furthering careers and supporting skills development.

eople-centric

performance

AP approach business

Setting the energy standard with our employees

to


2017 CSR Report


Dalkia head office in the Paris business district, La Défense.

How did you come to join Dalkia? Benjamin Berghe : I previously worked in printing, but I decided to retrain when the industry ran into problems in 2009. It was word of mouth that led me to apply for a job at Dalkia. I qualified as an industrial maintenance technician with the AFPA*. One of the apprentices on my course told me about Dalkia and had some really good things to say about the company. I immediately fired off an application, which landed me a job in late 2010!

What has the experience been like? B. B. : Very rewarding! I have learned the trade and developed my skills over the past eight years. I was initially assigned air-handling unit (AHU) maintenance at Roger Salengro Hospital in Lille as an operating technician, where I developed my technical skills on the job for five years. Then, in 2015, when my operating manager was offered a promotion, I was given the chance to step into his shoes and handle the heating plant for the Lille regional hospital. I received plenty of support

from management in taking up the new position and benefited from training programmes such as the MOP cycle, tier one management and safety management courses.

What does your job involve today? B. B. : I head a team of eight people and their safety is my first priority. However, I still get to roll up my sleeves with a wide array of responsibilities including management, technician support, quotes, customer relations, etc. The challenge lies in successfully adapting to a highly competitive market while never losing sight of our focus on quality of service.

How do you see your future? B. B. : Dalkia is a company that really helps you grow because it offers opportunities in a wide range of positions, professions and sectors. The mobility and development, which I have experienced first-hand, are made easier by the training and management support. So yes, I aim to continue to further my career, either in healthcare or in another sector. Time will tell!

A COMPANY THAT REALLY HELPS YOU GROW


2017 CSR Report

Evolu

tion


Benjamin Berghe,operating manager, Dalkia Nord-Ouest

* French national vocational training association for adults.

Tell us about your career at Dalkia. David Duchemin : The first part of my career was mainly corporate. I was initially in charge of human resources at the Dalkia head office in Saint-André-lez-Lille. When we set up the regional HR departments, I was given the opportunity to manage recruitment for Dalkia Nord-Ouest. I was then appointed to head hiring and training before being promoted to Deputy HR Director in charge of recruitment, mobility, training and skills for Dalkia Nord-Ouest. I now lead a team of four people.

How do you contribute to Dalkia’s sustainability commitments? D. D. : Because my team and I have a hands-on approach working as closely as possible with frontline operatives, technicians and managers, we actively contribute to Dalkia’s sustainability commitments, which naturally start with our health and safety policy.

Digital transformation and new customer expectations have made skills development vital... D. D. : Updating training and skills development is a key challenge for Dalkia and our

A HANDS-ON APPROACH


2017 CSR Report

region. ICT Infinity, the new skills development system introduced in 2016, allows us to gauge and home in on the training needs of individual sectors and technicians. We are now committed to a personalised approach to career development based on changes in our business (like digital transformation), along with each person’s past experience, potential and goals.

Enga

geme

nt What kind of action are you taking to promote diversity and equal opportunity? D. D. : Dalkia has held the French Diversity Label since 2011. We pursue initiatives spanning disability, support for older workers, apprenticeships and employment of women. On this last issue, for example, we are currently pursuing a number of initiatives with our employment partners to promote and enhance the appeal of our industry in schools through talks, interaction with our apprentices, etc.

How do you see your future at Dalkia? D. D. : I would simply like to continue growing in my job while maintaining a hands-on approach and using my experience and insight to benefit the company.


David Duchemin, Deputy HR Director, Dalkia Nord-Ouest


2017 CSR Report

Dalkia refuses to do business in any manner detrimental to the health and safety of employees, partners or subcontractors. Our first priority as an employer is to focus on the highest standards in HR performance as one of our core values and something that sets us apart from the competition. This is reflected in the “people-centric” aspect of our Cap Dalkia five-year plan. Our health and safety policy comprises four parts. The first is naturally to continue improving relevant practices, which requires tangible initiatives to promote awareness and training for employees through innovative approaches backed by communication resources. We have also introduced a new standard called “the safety message”. Every team meeting or workshop now starts with a quick toolbox talk. However, Dalkia is also an international company, which means health and safety is an issue that transcends borders. The second part of our policy therefore involves sharing our culture and values with subsidiaries. Still, a truly comprehensive, effective, fair health and safety policy must also involve external stakeholders (customers, subcontractors and shareholders). This is the third aspect of our policy, conveyed by our contractual

commitments, a health & safety charter for subcontractors and the use of toolbox talks to share best practices. Lastly, beyond the aforementioned commitments, we seek to nurture and share a genuine safety culture through safety initiatives such as safety walkabouts by senior management, toolbox talks given by managers and an app that allows technicians to report risk situations.

30

With our employees

Ensuring the health and safety of employees and subcontractors by significantly reducing the number of workplace accidents


Safety is a priority for everyone in your business unit

agree 90 %

Safety breakfastIn late 2016, Dalkia employees in eastern France organised a series of breakfast meetings with 105 of their subcontractors in Belfort, Nancy, Reims, Metz and Strasbourg. Hosted by chambers of commerce and industry, these informal get-togethers provided an opportunity to give staff from other companies an insight into our safety policy while sharing feedback on problems encountered on an everyday level, along with potential solutions.

1

survey


2017 CSR Report

Cesbron—a Dalkia subsidiary specialising in industrial and commercial cooling solutions—arranged eight “safety days” to raise awareness of key safety issues and foster new ideas on ways to improve our safety culture. Led by a member of the Executive Committee and Dalkia’s QHSE officer, the events were organised for managers from both head office and regional branches.

Imtech received six gold awards from the Royal Society for the Prevention of Accidents (RoSPA). The accolades were recognition of our subsidiary’s hands-on safety policy, which has led to an injury frequency rate that greatly improves on the average for the UK construction industry. The company’s Safety First culture shines through daily empowerment of all employees, leading to feedback on 15,480 risk situations and best practices, a weekly toolbox talk per team and a weekly field audit per manager.

31Setting the energy standard with our employees

Cesbron managers take part in safety days

Imtech awarded for its safety policy

Lost-time injury frequency rate*

6.5 6.5

8.4

12

< 2

201620152014 2017 2022

* Number of lost-time injuries per million in the workplace ——————————————————————— Number of hours worked


2017 CSR Report

With our employees

2


Making skills development a cornerstone of our human resources policy

Training that transcends borders

Developing skills to anticipate and prepare for new developments in the energy business is one of the key goals of our Cap Dalkia five-year plan. We understand that training is vital to ensure the availability and adaptation of employee expertise. It provides a springboard for performance and digital transformation while helping to improve the health and safety of our workforce. Training should also help local managers nurture their teams to foster motivation and promote innovation in their ecosystem. Dalkia provides a number of other skills assessment methods in addition to the annual appraisal the manager arranges with each employee. ICT Infinity, for instance, ensures a seamless fit between needs on the ground and individual technician training requirements. To build our skills development strategy and put in place a three-year plan, we have introduced monitoring and forecasting solutions as part of a campaign led by the job committees, which span several sectors and regions.

Our HR department meanwhile supports the roll-out of new resources central to our digital transformation. In early 2017, we launched a digital passport initiative to help employees better understand the various aspects of the digital transition, such as IoT and big data. Alongside conventional classroom-based training, we have also introduced e-learning modules designed by the Dalkia campus on the outskirts of Lille.

Dalkia’s training programmes are also open to employees from international subsidiaries. In 2017, ten engineers working in the UK shared their feedback and four engineers from Russia and Poland took a course on preparatory studies for operating agreements. EDF engineers in China and Germany followed a programme at Dalkia’s Technical & Major Projects Department. All of these opportunities helped build an international network of contacts and promote our values, standards and expertise.

of Dalkia employees took part in at least one

training programme in 2016.

84 %

727employees took a management training course


2017 CSR Report


of employees took a technical

training course

88,500

30%

hours of online training provided

3,000

SKILLS DEVELOPMENT IN FIGURES

hours of safety training

Young employees explore Dalkia’s futureIn September 2017, Dalkia set up a “shadow job committee” comprising 25 young employees under the age of 30, including executives and non-executives from across the company, who were invited to explore how their jobs and sectors will look in the future. The pilot initiative fea-tured different collaborative workshops led by “facilitators”. The collective intelligence cam-paign was praised by all participants, who were given an opportunity to reflect on the skills Dalkia will need in the years to come.


2017 CSR Report

With our employees

3


Supporting development by providing promotion and mobility opportunities throughout employees’ careers

Service excellence, digital transformation and the development of new solutions are inseparable from employee skills. To attract and retain talent, we strive to offer rich and varied career opportunities, backed by a range of resources for mobility and internal promotion. We have introduced a number of measures such as employee reviews, sector reviews and the annual appraisal, which is a key time for employees to talk to their manager. During the appraisal, they work together to look over the employee’s career development plan and take stock of experience and skills, then determine how they tie in with the company’s needs. Dalkia also offers Parcours Passerelles (Career Bridges) a tool designed to help employees discover new job and career opportunities. We promote both “functional” mobility, involving a change of position or sector, and “geographic” mobility. The goal is to encourage people to share

their experiences and knowledge and com-pare different practices. Mobility provides a real opportunity for employees to devel-op their skills and boost their employability while allowing Dalkia to improve its perfor-mance as a company.

Supporting career development Parcours Passerelles is designed to help employees chart their career path. The five most-viewed areas are operations, human resources, sales, technical studies and performance management.

transfers between business units

81

GEOGRAPHIC MOBILITY IN FIGURES

Parcours Passerelles since 2017:

jobs and careers presented

109users 4 ,716

pages viewed65,863

employees have benefited from career

development opportunities.

1,010

Elena Finez Moral is an engineering project manager at the Dalkia Nord-Ouest campus who transitioned to a job as project design engineer with the Technical & Major Projects Department.


2017 CSR Report


From Prague to London: an international career Mobility means a lot to Nicolas Fourches. He began his career with Dalkia in 2007 in the Czech capital, Prague, before taking up a posi-tion in Lyon, France. He moved to London with his family in September 2017 as Senior Technical Manager at EDF Energy Services, heading a team of six design engineers and two construction pro-ject engineers. So what attracted him to the job? “The idea of setting off to develop a new busi-ness while growing within an organisation I could trust.” Five years ago, Nicolas took the Sherpa manager training programme in English, with a course on multiculturalism. He was also happy with the support he received from Dalkia’s HR department: “They really understand issues related to expatriation.”

The Cesbron school of management Dalkia subsidiary Cesbron, which specialises in industrial and commercial cooling solutions, provides a 10-day Parcours Manager course that explores management, HR, finance and safety. All managers take the course within three years of taking up a management posi-tion. The programme is held at the Dalkia campus and is designed for 10 employees per class to promote team unity, which is a factor really appreciated by par-ticipants. Feedback on the course shows a satisfaction rate of 85%.

Our Sherpa programme is designed to groom and coach managers. 20 employees take part in the training every year. At the end of the six-month programme, they present a key project to members of the Dalkia Executive Committee.

Leadership training

courses 11

employees trained466

Sherpa since 2007:


2017 CSR Report

With our employees

4


Working daily to promote diversity, equal opportunity and non-discrimination

In 2015, Dalkia again received the French Diversity Label first secured in 2011, underscoring our commitment to prevent discrimination, ensure equal opportunity and promote diversity. French certification body AFNOR submitted that Dalkia retain its accreditation in 2017. Our diversity policy and

action plan focus on four key areas cover-ing the full scope of related challenges: • Encouraging employment through

apprenticeship schemes. • Increasing the number of initiatives for

people with disabilities. • Promoting gender equality in business

lines and management teams. • Supporting the career development of

older employees and enhancing their employability through training and men-toring programmes.

Attracting more women to the business

28sponsors

Dalkia Sud-Ouest and Dalkia Île-de-France

signed a partnership with the association

Capital Filles in March 2017

Gender diversity is an undeniable asset to the company. It galvanises our commitment to actively promote the employ-ment of more women across our business lines. Dalkia Méditerranée, Île-de-France and Centre-Est have all intro-duced an awareness-raising day allowing women to dis-cuss issues and share their experiences in partnership with the EDF Énergies de Femmes network. To encourage more women to pursue technical and engineering careers, 28 of our employees have sponsored young school girls through the Capital Filles association. The partnership was pioneered by Dalkia Sud-Ouest, which received a special prize at the 2017 Dalkia Victoires awards, which are given to the best employee initiatives.


2017 CSR Report


One hundred thousand steps to support people with disabilitiesEvery year, Dalkia plays an active part in Disability Week. In November 2017, 22 teams took part in the Jaccede challenge, named after an online platform that lets people share information about the accessibility of public places to make life easier for people with physical disabilities. The team from Dalkia Est came out on top, covering more than 100,000 steps as they visited different public places. Their commitment secured them an award from the EDF Foundation and Dalkia, given to associations that work actively to help people with disabilities.

The drive to promote diversity includes a Vivre Ensemble la Diversité (Experiencing Diversity Together) online course created by the EDF Group. The format is a serious game available to Dalkia employees via the e-campus platform. The course focuses on seven topics: disability, age, gender, sexual orientation, trade unions, origins and beliefs. It includes a 10-minute session exploring how to handle a sensitive work situation while promoting an inclusive approach to diversity from both a legal and behavioural standpoint. The anonymous, confidential course provides individual feedback and analysis, complete with instructive content in the shape of a theme-based quiz and expert video input.

A serious game to promote diversity

1 ,896

3.6 %direct and indirect jobs

(through sheltered schemes) for people with disabilities

* Within Dalkia

employees over 56

529apprentices

DIVERSITY IN FIGURES

women in management

positions

22%

*


2017 CSR Report

Setting the energy standard with our partners

Avoriaz ski resort in the French Alps.

Because the best solutions are always those that forge the closest possible ties with cities and regions, Dalkia promotes partnerships based on responsible purchasing and support for local initiatives. That implies an ambitious innovation policy in terms of the technologies used and the way in which they are implemented. “Setting the standard” also means “doing things differently”.


2017 CSR Report

orkingto shapeW together

of cities and regions


SETTING THE ENERGY STANDARD WITH OUR PARTNERS

the future


2017 CSR Report


What is the role of the Dalkia Energy Savings Center (DESC)? Jean-Marie Lopes : The DESC has been operational since 2013 across all Dalkia regions. It gives us a real control centre to track and tune energy performance for our customers. Every day, it processes data from 33,000 sites (including public and private buildings, industrial facilities, homes and offices), enabling our 90 analysts and auditor-advisors to respond to any anomalies more quickly by putting in place energy performance action plans and identifying scope for improvement.

Are there any specific considerations for your region? J.-M. L : Dalkia Sud-Ouest makes remote metering a priority. That involves using connected devices and systems to gather energy data from the sites we operate. The goal is to empower our energy managers to take corrective action more quickly thanks to speedier data analysis.

TAKING CORRECTIVE ACTION MORE QUICKLY AND EFFICIENTLY

How is Dalkia Sud-Ouest helping to implement the craft ai artificial intelligence solution? J.-M. L : In May 2016, I met with a craft ai engineer to tell him about my job and the challenges involved. Following that meeting, the startup developed an algorithm adapted to Dalkia’s needs. After we implemented the digital assistant, I shadowed the system, approving or rejecting its predictions to help it learn through iteration and boost reliability.

How is the DESC changing? J.-M. L : Digital assistants are constantly improving by learning from the actions and decisions of DESC experts based on site performance indicators such as consumption and comfort. The digital solution will continue to improve the speed with which energy managers can react. That will allow them to focus on more value-added tasks and take corrective action more efficiently.

Perf

orma

nce

Jean-Marie Lopes,energy manager Dalkia Sud-Ouest


2017 CSR Report


Intell

igenc

e

COGNITIVE AUTOMATION THAT CONTINUES TO LEARN

What is craft ai? Caroline Chopinaud : craft ai is a startup with 12 employees created in June 2015. We are part of the Microsoft AI Factory programme. We offer an artificial intelligence (AI) solution that empowers employees to boost productivity. craft ai is the first cognitive automation technology to create controllable AI systems that continue to learn and understand all the complexity of operational processes.

What kind of services do you provide for Dalkia? C. C. : We have been working with Dalkia for two years. We set up an AI solution to help DESC energy managers track the performance of their clients’ sites. Our technology gives them an assistant that suggests which sites should be handled as a priority. The assistant learns from knowledge models generated automatically from contextualised Dalkia.

How did you roll out the solution? C. C. : craft ai continually updates computer interpretable knowledge models using new business data and feedback from energy managers on the quality of suggestions made. The energy managers retain control over the AI system. The assistant is deployed across the entire range of Dalkia unmanaged sites and we are working to upgrade its functionality and launch other AI solutions.

Caroline Chopinaud,Chief Business Development Officer, craft ai

What does the future hold for craft ai? C. C. : Craft technology is currently used by leading names in energy, banking, retail, services for local authorities, etc.

With Microsoft’s help, we are now beginning to step up our research & development and our sales support. Both of these areas are key to our growth.

Purchasing accounts for more than a third of Dalkia’s expenditure. It therefore gives us real scope to involve our partners in our ethical and social initiatives. We promote this same approach inside and outside the company. Internally, purchas-ing works to promote responsible suppliers, largely with the help of a portal listing “solidarity contracts” that is being gradually rolled out nationwide in France. Outside the company, we work to strengthen our partnerships with sheltered workshops and disability-friendly companies by drawing up specific contracts. To further involve employees in these initiatives, we conduct regular awareness campaigns and provide learning resources including a guide to outsourcing in the sheltered sector and an information pack on acknowledging the status of disabled workers. Buyers are made aware of Dalkia’s sustainable development commitments from the outset, particularly regarding safety, and convey our commitments to their suppliers and subcontractors through a range of resources such as Dalkia’s sustainable development charter for sup-

pliers that forms part of all framework contracts, the health and safety guidelines for our subcontractors, and the sustainability clause embedded in our terms and conditions. We also conduct social responsibility assessments and health and safety audits to ensure our partners uphold and apply these commitments. Results are shared with suppliers and steps are taken to ensure improvement where necessary.


2017 CSR Report


Companies now expect their suppliers to meet the highest standards when it comes to sustainable development. To further prove Dalkia’s extra-financial performance, we have been sharing the findings of a CSR assessment carried out by leading assessment body EcoVadis for several years now. The assessment is based on 21 criteria spanning four areas (environment, social, ethics and sustainable procurement). Dalkia continued to make progress in 2017, maintaining its Advanced rating with a score of 65/100.

Promoting transparency

With our partners

1Working with our partners to develop responsible purchasing

of framework contracts with suppliers include

a sustainable development

clause

100 %

43Our sustainability commitmentsSetting the energy standard with our partners

True to our responsible purchasing commitments, we are committed to auditing the health and safety performance of all subcontractors in the next five years. Over 900 sub-contractors have already been audited, with a special focus on their lost-time injury frequency rates, safety policy and supplier relations. The audit score will then determine their relationship with Dalkia. Subcontractors that score poorly will receive support to help them take action to improve their performance.

Dalkia develops responsible purchasing partnerships by outsourcing services that provide real added value for employment in sheltered environments. We work to strengthen our ties with sheltered work-shops, disability-friendly companies and self-employed disabled workers in line with the 2015 law on economic growth, activity and equal opportunities (commonly called the “Macron” law). In 2017, we signed a nationwide framework contract with the association APF France Handicap, backed by the drive to roll out best practices at a regional level, such as the campaign to standardise remote manage-ment units introduced in Dijon and the move to streamline supplies of bags of salt in the Mediterranean Region. The latter led Dalkia to sign a three-year partnership with the association for social cooperation Coopsoc and sheltered workshop Les Pins, including packaging operations for 10 kg bags of salt and related logistics. The initiative received a Dalkia Victoires award in the Engagement category.

Subcontractor health & safety performance audited

Dalkia expands its partnerships with sheltered workshops

€78,000

DALKIA SUPPORTS DISABILITY-FRIENDLY ENVIRONMENTS

billed to the association APF France Handicap

in orders from the sheltered sector

€824,817

2017 CSR Report


2017 CSR Report

With our partners

2


Contributing to regional development by promoting local initiatives and employment

The scale of our revenue, which totalled €4 billion in 2017, makes value distribution a key issue for Dalkia. Around 90% of the profit from our business is distributed among stakeholders, including customers, employees, suppliers, external service providers, tax authorities, banks and bond investors. This contribution to economic and social development is reflected in the public service delegation contracts we have won and our investment in servicing, maintaining and developing infrastructure. When that infrastructure involves biomass boiler systems and heating networks, we play a key role in helping to create and secure local jobs while supporting local supply chains. For example, based on the same amount of energy consumed, the

use of wood in biomass systems creates four times more jobs than fuel oil or gas. Through our work in the biomass industry, we created some 2,000 jobs in France in 2017. Heating networks can also help prevent energy poverty through specific measures such as solidarity funds and reduced VAT (when renewables represent more than 50% of the energy mix), along with energy coaching to help curb energy consumption.

In 2017, our Polish subsidiary ZEC Katowice—which specialises in heat production and distribution—won an energy efficiency contract that was the first of its kind in the coun-try. The contract provides for the replacement of a thousand coal-fired stoves in 23 buildings in the city of Sosnowiec, which will have an immediate impact on improving public health. It also covers services to connect buildings to the district heating network with a capacity of 2.7 MW and energy performance management over the next eight-and-a-half years. ZEC Katowice will be working with Matex Controls, a company spe-cialising in facilities for commercial buildings and industrial sites, which Dalkia acquired in 2017.

Healthcare goes green in Sosnowiec

16,439 jobs supported

through annual purchases


2017 CSR Report


Dalkia’s socio-economic footprint in France

INDUCED IMPACT


through employee consumption


through public spending

Jobs supported by Dalkia

in its seven French regions

INDIRECT IMPACT

50,507 jobs in TOTAL **

Factor: 4.7 ***

INDIRECT IMPACT

DIRECT IMPACT

INDUCED IMPACT

OTHER QUANTIFIABLE

IMPACTS

OTHER IMPACTS NOT QUANTIFIABLE

AT PRESENT

* Companies in France included in consolidated accounts.** TOTAL = Direct Impact + Indirect Impact + Induced lmpact*** Factor = Total lmpact/Direct Impact

Production, wages, taxes

Supply chain

Household consumption and public spending

Catalysts linked to investment (tourism, etc.)

Enhanced asset appeal, regional

competitiveness, etc.

Dalkia’s influence stretches far beyond its direct impact

DIRECT IMPACT

10,672*

direct jobs

1

Northern France: 6 ,472

Île-de-France (Paris Region): 18, 311

Central-Eastern France: 7,652

Eastern France: 4 ,329

South-Western France: 4 ,097

Central-Western France: 4 ,878

Mediterranean Region: 4 ,547

1

2

3

4

5

6

7

5

3

7

2

6

4

Scope of study for Dalkia


2017 CSR Report

With our partners


Devising, developing and implementing solutions for the future

Dalkia operates technical facilities for more than 500 swimming pools to improve energy efficiency and increase comfort and convenience for staff and pool users. We unveiled two innovative additions to our services for swimming pools in 2017: NemoPool and Terrao®, in partnership with our subsidiary Optimal Solutions. NemoPool is an IoT solution used in several pools across the central-eastern, central-western, north-western and Mediterranean regions of France. Developed in conjunction with startup Ethera, it tracks several indicators including levels of trichloramine (which causes that “chlorine smell”), temperature, humidity and CO2 then adjusts settings accordingly to improve public health, comfort and the overall appeal of pools. The Terrao® system is an innovation developed by startup Terraotherm to optimise air handling while significantly reducing energy consumption. It can offset energy loss from pool air handling systems by recovering and reusing the latent energy from humidity in the pool air.

More comfortable, energy-efficient swimming pools

3Innovation is central to the Cap Dalkia five-year plan through its focus on growth, efficiency, a people-centric approach and digital transformation. We see innovation as a way of doing things differently and offering something new. Our priority lies not only in implementing new technology but above all in finding new ways to introduce, combine, sell and finance that technology. We have shaped our innovation policy around four focal points that feed off one another. The first is the creativity of our employees, whose ability to create and explore new ideas in the field is a huge asset. Initiatives like the annual Victoires awards help us acknowledge their efforts. We also draw on a partnership-based ecosystem that includes universities, big companies, small businesses, startups and customers with whom we test and co-develop new technology and solutions like our new Customer Space. Over the past three years, we

have implemented over 100 pilot initiatives on the ground, close to a dozen of which have already been incorporated into our service offering. Dalkia also benefits from the extensive R&D capabilities of the EDF Group on issues such as sustainable development, renewable and recovered energy sources, digital transformation and modelling for energy services. On the issue of digital transformation, we are using artificial intelligence to enhance DESC capabilities. Algorithms now being used nationwide in France will help our analysts pinpoint priority sites and make the right decisions when it counts. And these are only the early stirrings of AI potential!


2017 CSR Report


The SCADA system ensures automated management of facilities and collection of operating data.

DK Energy Polska and Matex Controls have given the Polish city of Gdynia the tools needed to manage the ener-gy consumption and carbon footprint of 450 public buildings. The Dalkia subsidiaries designed and deployed InvisoLite, a web app that collects and analyses energy consumption data from municipal facilities. Meanwhile, London can count on a software solu-tion developed by Imtech company Capula to exploit the data provided by industrial IoT systems. UK Power Networks will be able to monitor and manage network connections for a fleet of postal service delivery electric vehicles by 2020.

We aim to use the digital transformation to make life easier for employees while improving services for customers. The in-house Dalkia Connect suite of apps now in development is a shining example of this flagship initiative. Available for smartphone, the app turns the handwritten report filled out by technicians into an electronic document. The e-report is automatically updated to include the information provided by technicians and is available to all relevant parties (customers, inspection bodies, etc.). The digital report was tested during work on buildings in the Haute Deûle region of northern France in 2017.

Using big data to make cities smarter in Poland and the UK

Online job reports with Dalkia Connect

41 ,300sites connected

to the SCADA system


2017 CSR Report

With our partners

4


Supporting community involvement and outreach initiatives on a local level

On 15-16 November 2017, staff from Dalkia head office and the Ile-de-France region took part in the third Pro Bono marathon in the Paris business district, La Défense. The goal of the event was to bring together volunteers from companies in the area to create a deliverable in the shape of a business plan or communication resources for an association. The initiative provided support for 11 non-profits to help them come up with a solution to meet a key requirement for their development.

Dalkia employees pool their skills to support associations

in support of community and outreach initiatives

€ 717,120

We empower our employees to engage in community involvement and outreach initiatives. This support can come in various guises, such as skills sponsorship, donations to associations, running for charity and involvement in the different projects run by the EDF Foundation. It might involve “using your head” like staff at Valmy head office and the Ile-de-France region, who passed on their professional skills during a Pro Bono marathon. However, it can also mean “using your legs” by taking part in running races organised to support a good cause. Outside of sport, we support associations spanning culture, sustainable development and solidarity. In 2017,

Dalkia employees gave more than €22,000 to “Fonds Agir Pour l’Emploi EDF” (which the company increased by 200%) to help those facing exclusion find work and support bodies seeking to promote integration. The Telethon is another highlight when it comes to our employees’ community involvement and outreach initiatives, as are the events organised by the EDF Foundation. Dalkia is a member of the foundation, which supports public-interest projects and social innovation throughout the country. It promotes dialogue and creates a tangible connection between the company and the community, with employees closely involved to assist project sponsors. The foundation focuses on high-profile projects designed to promote access to education and knowledge, medical research and digital advances while continuing its efforts to promote social inclusion, integration through employment and humanitarian aid.

Cultural, outreach and sustainable development initiatives.


2017 CSR Report


TIRU and Run Eco Team, an association that combines running with litter collection, won the Social Innovation Award at the 14th Assises Nationales des Déchets forum on waste management on 28-29 December 2017 for their eco-citizen partnership initiative Courons Pour un Monde Plus Propre (Running for a Cleaner World).

In April 2015, the EDF Foundation launched its first call for projects open exclusively to com-pany employees. Dubbed Ghood in 2017, the initiative aimed to empower all company employees to secure funding for their chosen non-profit. Five shortlisted projects backed by Dalkia employees in 2017 received over €43,000 in donations. The jury gave its special award to Association des Familles et Amis de Symphonie, sponsored by Dalkia subsidiary TIRU in southern France. The donation will allow the association, which helps children with multiple disabilities, to pay for two eye-tracking systems.

On Friday, 8 December, Dalkia organised a “musical” soup kitchen in front of its head office in the Paris business dis-trict, La Défense. The event, co-organised with the asso-ciations PikPik Environnement, Unis-Cité and Le Chaînon Manquant, was designed to support AFM-Téléthon and raise funds to tackle myopathies and rare diseases. An impressive number of employees turned out to support the event in its maiden year. Some even joined the EDF Foundation choir, made up of 27 employees, which per-formed Un Homme Debout with Claudio Capéo, and Zen with Zazie, live on TV channel France 2.

TIRU runs for the planet

Dalkia projects with the EDF Foundation: it’s all Ghood!

Dalkia hits a high note for the Telethon

DALKIA EMPLOYEES REACH OUT ACROSS FRANCE

in donations from Dalkia employees to the “Fonds Agir Pour l’Emploi EDF“

employees took part in the 123 Canal run in Toulouse to raise

money for replantation along the banks

of the Canal du Midi

children joined the Dalkia-sponsored

Go Run For Fun in eastern France.

€22,000

203,200

Dalkia: www.dalkia.fr/enTwitter: www.twitter.com/dalkiaInstagram: www.instagram.com/dalkiaofficiel/YouTube: www.youtube.com/channel/UC1axxp6B58gtP_KCOt9nYnwLinkedIn: https://fr.linkedin.com/company/dalkiaEDF Group: www.edf.frEDF Foundation: http://fondation.edf.com/

This report was compiled and created at Dalkia’s CSR Department by Aurélien Desplats, Céline Lorrain, Émilie Martin, Éric Molinié and Muriel Voisin.

Thank you to everyone who contributed to this report:Stéphanie Aguilar, Judith Barret-Chevrel, Thierry Baure, François Béard, Anne Blomme, Laurence Boulin, Thierry Brot, Audrey Bresciani, Camille Buand, Philippe Buchel, Gaël Cassagnou, Catherine Clergeot Tomasini, Fabienne Degarne, Christophe Dos Santos, Franck Farge, Elena Finez Moral, Damien Foratier, Nicolas Fourches, Stéphanie Freynet, Marion Frotin, Laurent Garbay, Bertrand Guillemot, Nicolas Halvik, Mark Hardy, Chantal Huart-Merzon, Patrice Hut, Gauthier Jacob, Aymeric Join-Lambert, Anil Kalyanpur, Jean-Yves Lepine, Jean-Yves Le Ribeuz, Alla Lukinova, Fabienne Martin, Mike Moss, Clotilde Perraudin, Guillaume Piochaud, Gloria Philippe, Christophe Prache, Sylvie Rapenne, Christophe Rodriguez, Olivier Salvat, Jean-Marc Solari, Mathilde Soulayrol, Michel Talbot, Emmanuel Tami, Lionel Tessier, Sonia Teulle, Séverine Tournaire and Françoise Vialatte.

In-house interviews:Véronique Poulain, David Duchemin, Benjamin Berghe and Jean-Marie Lopes.

Customer and partner interviews:Christian Dupuy, Mayor of Suresnes and Deputy Chairman of the Hauts-de-Seine Council, and Caroline Chopinaud, Chief Business Development Officer at craft ai.

Design & layout: Stéphane Vrielinck / addict-d.blogspot.com/Editor: Paul-Emmanuel GeryInterviewee photos: Philippe Quaisse and Martin Colombet

Dalkia CSR Department33, place RondeQuartier Valmy92981 - Paris La DéfenseFrance www.dalkia.fr/en

Energy is our future, don’t let it go to waste!

Documents

2017 CSR Report - dalkiapolska.com...All the commitments laid out in this CSR report mirror our drive to “set the energy standard”. They embody our strengths and values. our drive