Dialogue with communities is a fundamental requirement for our action at a local level.
We talk with local communities before starting any activity, throughout the entire operational pathway and up to decommissioning.
We apply a model of cooperation and integrated development of local needs by building relationships based on transparency, fairness, dialogue with local stakeholders and the sharing of development goals.
In order to open paths of shared development, it is essential to know who will join us along the way. In this regard, we need to travel the "last mile" on the road to knowledge in order to understand the real needs of individuals, populations and communities in the areas where we operate. The needs analysis of local communities is a dynamic process that we regularly update. It is based on a participatory approach to the local context and takes seriously into account the point of view of stakeholders. Their involvement and participation are fundamental to understanding the needs of communities and are aimed at:
Fundamental help in this regard comes from the international and cooperation organisations that are already working in many local communities where we operate.
Our stakeholders, therefore, are not just those who submit requests to the Company but are also all those who live in the areas where we live, people who want the best education for their children just like we do for our children, and who want access to the best health services just as we do. We need to establish a dialogue with them because it is only by opening ourselves up to their needs that we can achieve mutual development.
We therefore encourage the proactive involvement not only of relevant or potentially critical stakeholders, but also of stakeholders whose needs and requirements are representative of the different local social and economic contexts, although perhaps these remain unexpressed.
On a local level, Eni engages its stakeholders through information campaigns, community meetings, public consultation processes and focus groups. Among the consultation activities that we have started with local authorities and communities in 2017, we point out:
Particular attention goes to the presence of vulnerable groups in the area, such as indigenous peoples. In several cases, for example in Norway and Australia, Eni has specific policies in place to accommodate their needs, whilst promoting a free, informed and preventive dialogue while respecting local cultures and traditions. In order to facilitate access to information and participation by communities in countries with production and/or development activities, Eni has set up teams dedicated to relations with local communities and, where necessary, local offices have been opened where Community Liaison Officers (chosen from among the members of communities) manage the needs of the community.
In Italy, the involvement of local stakeholders has led to:
In view of a transparent and continuous dialogue with local communities, from May to October 2018, the first season of "Porte aperte al Centro Olio Val d'Agri" (Open Doors to the Val d'Agri Oil Centre) was held in Basilicata. This initiative was promoted by Eni to introduce visitors to the local production facility and its innovative installations. In Livorno in October 2018, to celebrate the 80th anniversary of the refinery, Eni organised an open-door day to give the community the opportunity to visit the facility.
The Stakeholder Management System (SMS), active since 2018, is Eni's reference tool for managing stakeholders of all parties involved and for monitoring and handling complaints. The system serves to monitor and better share information on the interested parties, to map and assess the relevant stakeholders for each area of presence, identifying their needs and tracing their grievances. It also tracks the issues covered by the request (with particular attention to human rights), the relevance of the request, the reference period, the territories associated with the requests, etc. It is also possible to attach reference documents and their updates.
Through the mapping of needs and complaints it is therefore possible to obtain critical maps of the stakeholders in each area of presence, identify the relevant problems at the local level and prepare adequate response or communication actions aimed at satisfying the local needs as much as possible. The system also identifies stakeholders that need to be monitored more frequently than others. In addition, the system assesses and anticipates risk situations by monitoring Eni's reputation at the local level.
In 2014, we have implemented a mechanism for collecting complaints and petitions called the Grievance Mechanism, which was updated in 2016 and is now active in all our subsidiaries.
Every stakeholder need forwarded to both SMS and Greviance Mechanism systems is recorded and monitored from receipt to resolution.
Below are some summary data of the 2018 Grievances collected by the SMS system, such as number, origin and main types of grievances. The total world number of grievances received in 2018 is 193, -48% compared to 2017, of which 177 come from sub-Saharan Africa, the rest from Italy (11) and Myanmar (5).