Material issues

Materiality matrix 

The materiality matrix, shown below, graphically represents the result of the process of identifying priority issues starting from the assessment of the materiality of the impacts related to them, according to a dual perspective: impact materiality and financial materiality. Each of the 18 material themes is associated with an impact materiality value and a financial materiality value, obtained by multiplying the magnitude and probability of the individual impacts pertaining to the same material theme. The order of priority of the topics was established on the basis of the values obtained and through the definition of a materiality threshold.

Outside-In Perspective (From most relevant to least relevant)

RelevanceTopicScope
Very SignificantInnovation and digitization of products, services, and processesSociety
Very SignificantQuality and Customer ExperienceSociety
Very SignificantEmployee training and developmentPersonnel
Very SignificantFinancial inclusionSociety
Very SignificantEmployee welfare and well-beingPersonnel
Very SignificantWorking with transparency and integrityCorruption
Very SignificantEnvironmental impacts of buildingsEnvironment
Very SignificantCybersecurity, Information Security, and PrivacySociety
Very SignificantHealth and safety at workPersonnel
SignificantSupporting socio-economic development of the territorySociety
SignificantDialogue and transparency with institutionsSociety
SignificantProtection of human rights in the companyHuman Rights
SignificantEnvironmental impacts of logisticsEnvironment
SignificantLegality and ESG integration in the procurement processSociety
SignificantRelations with social partnersPersonnel
SignificantEqual opportunities in career pathsPersonnel
SignificantESG integration in investment policiesCross-cutting
SignificantESG integration in insurance policiesCross-cutting

Inside-Out Perspective (From most relevant to least relevant)

RelevanceTopicScope
Very SignificantInnovation and digitization of products, services, and processesSociety
Very SignificantHealth and safety at workPersonnel
Very SignificantSupporting socio-economic development of the territorySociety
Very SignificantEqual opportunities in career pathsPersonnel
Very SignificantProtection of human rights in the companyHuman Rights
Very SignificantWorking with transparency and integrityCorruption
Very SignificantQuality and Customer ExperienceSociety
Very SignificantRelations with social partnersPersonnel
Very SignificantLegality and ESG integration in the procurement processSociety
Very SignificantCybersecurity, Information Security, and PrivacySociety
Very SignificantEnvironmental impacts of logisticsEnvironment
Very SignificantEnvironmental impacts of buildingsEnvironment
Very SignificantEmployee training and developmentPersonnel
Very SignificantFinancial inclusionSociety
SignificantESG integration in investment policiesCross-cutting
SignificantEmployee welfare and well-beingPersonnel
SignificantDialogue and transparency with institutionsSociety
SignificantESG integration in insurance policiesCross-cutting

Description of material topics

MATERIAL TOPICSWHAT THIS MEANS FOR POSTE ITALIANE
Innovation and digitisation
of products, services and
processes
Contribute to the modernisation of Italy and digital and technological evolution through the development of new products and services and the adoption of digital technologies to be incorporated into products, services and business processes, in order to timely respond to changes in scenario, new customer needs and opportunities offered by social and environmental changes.
Quality and customer
experience
Respect 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 correctly handle complaints.
Staff training and
development
Guarantee 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.
Work with transparency
and integrity
Prepare appropriate internal control measures and spread a corporate culture within the organisation based on integrity, professional ethics and honesty in order to build relationships of trust with its stakeholders and conduct its activities correctly and transparently in every single operation, especially in combating active and passive corruption.
Support for the socioeconomic
development of
local communities
Contribute 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 collaboration with the third sector.
Occupational health and safetySafeguard our people's health, safety and physical and mental 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.
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 savings, investment, payments, pensions and insurance.
Protection of human
rights at the Company
Guarantee 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 development 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.
Cybersecurity, IT Security
and Privacy
Guarantee 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, protect the information assets of the Company, customers and other stakeholders, and the security of transactions.
Environmental impacts of
real estate facilities
Spread a culture of respect for the environment and adopt concrete solutions for the efficient management of energy resources, water resources and waste, from a circular economy standpoint. For example, procurement of renewable energy, installation of renewable energy production plants, building efficiency projects, organisation of separated waste collection, etc. 
Staff welfare and
well-being
Provide staff with modern, flexible working tools and models that respond to specific personal needs and ensure work-life balance (e.g. smart working initiatives, improved maternity and paternity arrangements, the provision of benefits in the field of healthcare, etc.).
Legality and incorporation
of ESG criteria within the
procurement process
Procurement processes based on pre-contractual and contractual behaviours aimed at achieving 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.
Equal career development
opportunities
Ensure equal opportunities in the development of individual careers, by promoting career development 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.
Relations with social
partners
Consider dialogue with personnel and trade 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.
Environmental impacts of
logistics
Monitor 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, development of recharging infrastructure for customers' vehicles.
Dialogue and transparency
in relations with the
authorities
Promote systematic and transparent dialogue with national and local authorities, based on a quest for shared solutions that makes it possible to respond to communities' social needs, positively affecting the social fabric in the areas in which the Company operates and, at the same time, increasing competitiveness and business continuity.
Integration of ESG factors
into investment policies
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.
Integration of ESG factors
into insurance policies
Incorporate ESG aspects within insurance policies, insurance product development strategies and customer communications.