Integrated Management System Policy

Our company’s activities must be conducted in respect of our clients—and also respect for ourselves. The contribution of human resources is therefore essential for the continuity and development of our organization.

Only through a team spirit open to change, combined with a modern outlook, can we embrace challenges and achieve the goals we set for the future.

Change must be aimed at achieving continuous improvement across all business activities. All information coming from our internal and external context must serve as a benchmark to measure the quality of our work and customer satisfaction.

We must always critically analyze our methodologies and remain attentive to competitors. Ongoing review of what we do and how we do it will drive continuous improvement in all areas.

The rules we have established, and those we will establish in the future, are the fundamental principles of our corporate life.

Objectives

• Maximize customer satisfaction at every point of contact with our organization
• Develop innovative projects and services that meet and anticipate customer expectations
• Optimize and enhance the service offered by placing both external (clients/users) and internal (employees/collaborators) customers at the center of improvement strategies and processes
• Communicate properly with suppliers to ensure their involvement in the implementation of our quality policy
• Explore new technologies to make services more efficient, reliable, and flexible
• Value human resources and foster their growth through awareness, training, and belonging programs
• Spread a quality culture through informative initiatives aimed at raising awareness and involving staff in continuous improvement
• Create a respectful, fair, and collaborative work environment that involves and empowers all personnel
• Adopt an organization oriented towards context, stakeholder analysis, and risk management
• Apply a process-based approach with performance and process measurement methods via monitoring indicators
• Continuously improve the effectiveness of our quality management system to boost competitiveness
• Comply with national and international laws and regulations applicable to our sector
• Constantly innovate technologically and develop knowledge to stay aligned with modern tools and methodologies

Information Security

Bitia is committed to safeguarding both its own and its clients’ interests by protecting informational assets, with particular focus on:

• Confidentiality, integrity, and availability of information
• Service level commitments and legal requirements
• Operational continuity and security breach management

To achieve this, the organization commits to:

• Adopt best practices to protect against internal/external, intentional/accidental threats
• Align information security management with the organization’s strategic risk context
• Set security objectives and establish guiding principles
• Define criteria for risk assessment and acceptance
• Control access to information resources based on business and security needs
• Protect information in transit and within company systems
• Implement secure information-sharing procedures
• Ensure protection of customer and third‑party data and proprietary information
• Ensure legal and contractual compliance regarding information security
• Raise staff awareness on security matters throughout their tenure
• Enforce clean desk and clean screen policies
• Secure notebooks, smartphones, and communication channels
• Use cryptographic systems to protect sensitive information
• Define secure development rules and apply them internally
• Prohibit unauthorised software and respect intellectual property rights
• Handle security incidents promptly
• Establish a business continuity plan for service restoration per contracts
• Take disciplinary measures to discourage misuse of information systems
• Ensure ISO/IEC 27001 compliance and minimize legal, reputational, or data‑loss risks

Our training programs ensure everyone understands our philosophies and rules. Shared language is the foundation of effective internal communication. Each individual must act according to the integrated management system, respecting assigned roles, duties, and responsibilities.

System effectiveness is continually monitored via periodic meetings by management and department heads, using predefined performance parameters and inspections conducted by internal staff and external auditors.

Our policy includes sharing these principles and engaging suppliers, colleagues, consultants, and collaborators—as we believe this collective approach best enhances our work and promotes continuous improvement.

We have built—and will regularly review—an integrated management system that meets the requirements of the international standards UNI EN ISO 9001 and UNI CEI ISO/IEC 27001.