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Interconnection between material issues, risks and management methods With the aim of integrating ESG (Environmental, Social, Governance) within the strategy and business processes, the material issues identified were related to potential risks, indicating the stakeholders involved, the impact on Poste Italiane and its stakeholders and the main management methods adopted by the Group.

Non-financial risks associated with material topics and management methods

 Topic      Risk events Stakeholders Potential impact on Poste Italiane Potential impact on
stakeholders
Main management methods
Integrity and
transparency
Behaviours adverse
to proper business
management
standards
Staff; Suppliers and
business partners;
Financial community;
Customers;
Independent
regulatory and/or
supervisory authorities
- Strategic
- Reputational
- Compliance
- Economic Reinforcement of corporate
controls on specific
issues (e.g. integrated
risk management model,
corporate reliability
model, anti-corruption,
environment, etc.)
Quality and
customer
experience
Deterioration in the
levels of quality
provided and increase
in the number of
complaints
Customers;
Independent
regulatory and/
or supervisory
authorities; Financial
community
- Economic
- Strategic
- Reputational
- Operational
- Quality of service
- Economic
- Strengthening of Company
initiatives regarding specific
issues (e.g. quality)
- Improvement of products
and services
- Development of customer
assistance model
- Complaints management
- Implementation of the
Quality Management
System
Staff training and
development
Inadequate staff
quality
Customers;
Poste Italiane people
- Strategic - Human rights - Strengthening of annual
training plan
- Promotion of
communication, training
and information initiatives to
increase engagement
Support for the
socio-economic
development of
local communities
Tensions with local
communities due to
redefinition of the
business model
Local authorities - Strategic
- Reputational
- Quality of service
- Economic
- Constant structured
dialogue with bodies and
authorities and agreed local
community engagement
initiatives
Dialogue and
transparency in
relations with the
authorities
Failure to take into
account authorities’
expectations
Independent
regulatory and/
or supervisory
authorities; European
and international
authorities; National
authorities; Consumer
and trade associations
- Strategic
- Reputational
- Economic - Constant structured
dialogue with bodies and
authorities and agreed local
community engagement
initiatives
Occupational
health and safety
Accidents / workplace
injuries involving
employees or
contractors
Poste Italiane people - Economic
- Strategic
- Reputatio nal
- Operational
- Health and safety - Analysis and optimisation
of occupational health
and safety organisational
models
- Extension of production
models to operational sites
(e.g. lean manufacturing)
- Support for the
implementation and
certification of OSMSs in
the production units of
Poste Italiane SpA and other
Group companies
Environmental
impacts of
logistics
Environmental
externalities of
logistics activities (e.g.
production of polluting
emissions)
Suppliers and
business partners;
Environment
- ESG - Health and safety - Making the Postal,
Communications and
Logistics fleet “green”,
partly with the aim of
increasing load capacity
- Redesign and development
of the delivery network (e.g.
increase in the number of
afternoon delivery lines,
introduction of deliveries to
lockers, Post Offices and
third-party networks)
Integration of
ESG factors
into investment
policies
Lack of perception
of the overall risk of
operations and loss of
business opportunities
Financial community;
Customers
- Financial and
insurance
- ESG
- Economic
- Human rights
- Management of risks and
opportunities relating to ESG
factors within traditional
investment processes
Integration of
ESG factors into
insurance policies
Lack of perception
of the overall risk of
operations and loss of
business opportunities
Financial community;
Customers
- Financial and
insurance
- ESG
- Economic
- Human rights
- Management of risks and
opportunities relating to ESG
factors within traditional
insurance processes
Innovation and
digitisation of
products, services
and processes
Insufficient innovation
capacity in multichannel,
customer
experience and digital
areas
Financial community;
Customers;
Community and
territory
- Strategic - Quality of service
- Economic
- Specific organisational
responsibility for digital
development
- Launch of digital initiatives
- Partnerships and
collaborations with first
mover realities in the digital
and technological sector
Protection of
human rights
Possible
discrimination
against Poste Italiane
employees (e.g.
gender, age, political
or sexual orientation,
marital status, etc.)
Poste Italiane people - Strategic
- Reputational
- ESG
- Human rights - Specific organisational
responsibility for diversity
and inclusion
- Identification of possible
training initiatives to create
culture for all staff
- Introduction of control
mechanisms for the
protection of human
rights, equal opportunities,
diversity and inclusion
Staff welfare and
wellbeing
Inadequate planning
and/or implementation
of staff welfare
and wellbeing
programmes
Poste Italiane people - Strategic
- ESG
- Health and safety
- Quality of life,
wellbeing
- Staff engagement
programmes (e.g.
“employee engagement
programme”, activation
of a welfare platform, an
absenteeism competence
centre, etc.)
- Incentivisation of the use of
remote working tools
Relations with
social partners
Labour union disputes Labour Unions; Nonrecognised
workers’
organisations;
Financial community
- Economic
- Strategic
- Operational
- Reputational
- Economic
- Health and safety
- Human rights
- Quality of life,
wellbeing
- Constant dialogue with
labour union representatives
- Implementation of
restructuring projects
in compliance with the
regulatory framework
(National Collective Labour
Contract and laws), which is
characterised by governable
social impacts
- Management of staff in line
with legal requirements,
policies and Company
procedures
Cybersecurity,
IT security and
privacy
Increase in
malfunctions relating
to technological
infrastructure
Poste Italiane people;
Media; Customers
- Economic
- Strategic
- Operational
- Reputational
- Quality of service
- Economic
- Personal data protection,
cybersecurity and business
continuity actions
- Investments in IT
infrastructure modernisation
Legality and
incorporation of
ESG criteria within
the procurement
processes
Behaviour of suppliers
not in line with Poste
Italiane’s sustainability
policies
Suppliers and
business partners
- Strategic
- Operational
- Reputational
- ESG
- Health and safety
- Human rights
- “Open and Transparent
Contracts” portal
- Centralisation of Group
companies’ procurement
activities within a corporate
function
- Supplier qualification
system
InclusioEnvironmental
impacts of real
estate facilitiesne finanziaria 
Increased emissions
from real estate
management (e.g.
energy management,
waste management,
etc.)
Environment; Poste
Italiane people
- Economic
- Strategic
- Reputational
- ESG
- Health and safety - Specific organisational
responsibility for the
management of the
company fleet
- Adoption of energy
efficiency solutions for real
estate assets and use of
renewables
- Implementation of the
Environmental Management
System for Group
companies
Financial
inclusion
Insufficient
consideration
regarding access to
financial services by
specific customer
categories (e.g. the
elderly, foreigners,
etc.)
Financial Community;
Customers; Entities
and Institutions
- Strategic
- ESG
- Economic - Constant structured
dialogue with bodies and
authorities and agreed local
community engagement
initiatives
- Digital and postal financial
education programme
Equal career
development
opportunities
Lack of transparency
in communication
and application of
objective assessment
drivers in employees’
career paths
Poste Italiane people;
Labour Unions; Nonrecognised
workers’
organisations
- Strategic
- Reputational
- Human rights
- Quality of life,
wellbeing
- Introduction of control
mechanisms for the
protection of human
rights, equal opportunities,
diversity and inclusion

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