Aviva 2005 Annual Report Download - page 47

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Business review
Aviva plc 2005
During 2005, our commitment to diversity has strengthened and
a “diversity launch” was implemented across 17 of our business
units, raising awareness of the business benefits of harnessing
diversity in the workforce. A variety of media has been used to
encourage employees to “think again…” about the competitive
advantage we can derive from business teams that include people
with different backgrounds, experiences and perspectives. In 2006,
our diversity steering group, sponsored by the group executive,
will lead further initiatives to enhance employee awareness, to
encourage innovation and creativity and to deepen understanding
of the benefits to our customers. The success of the group’s
diversity work is reflected in the increasing number of senior
managers who are female: 18%, following an upward trend
since 2000 when this figure was 13%.
Morale and engagement
We believe that our business performance benefits if we keep
our staff motivated, informed and involved in our successes and
challenges. A group-wide climate survey was launched in 2005
that will enable us to benchmark externally our performance as
an “employer of choice”, to draw on good practice around the
group and to focus future actions accordingly. The survey has been
completed by around 58% of our business units, covering over
41,000 of our employees. The remainder of the group will
complete the survey for the first time in 2006.
Following up the 2005 survey will form a key aspect of our business
planning for 2006. We will address issues arising from the survey
as part of our drive for increased personal and organisational
effectiveness, and increased employee morale and engagement.
We remain committed to other forms of dialogue with employees.
We place a strong emphasis on the provision of company news
through a variety of media, including intranets, Aviva radio and
poster campaigns. Employee forums have been established in the
UK and we continue to have a positive relationship with our
European Consultative Forum.
Working with our customers
Great customer service and operational efficiency are both central
to our success. We care about the morale of our employees not just
as a responsible employer, but also because we know that satisfied
and engaged employees deliver a higher standard of service to
our customers. Measurements of both customer and employee
satisfaction will be part of the business measures used in the annual
bonus awards for senior managers from 2006 onwards.
We continue to deliver value to our customers through lower cost,
24-hour claims processing and sales facilities in India and Sri Lanka.
More than 4,300 people are now servicing Aviva general and life
insurance customers in the UK and Canada from these facilities.
By the end of 2007, approximately 7,800 people will be employed
in these centres and, over a period of five to seven years,
the majority will become employees of the Aviva Group.
Looking ahead
We strive to ensure that access to employment, training and
promotion is free from discrimination on the grounds of gender,
sexual orientation, marital status, creed, colour, race, age, ethnic
origin, union status, religion or disability. We are also constantly
trying to anticipate the changing nature and needs of our
workforce. Employee demographics are shifting, as are employees’
needs and expectations. For example, responding to the needs
of an ageing population in the UK, work will take place to
encourage older workers to remain with the organisation.
Additionally, acknowledging the difficulties our employees face
in balancing their home and working lives has resulted in flexible
working arrangements being implemented in over 65% of our
business units, covering over 90% of our workforce.
Developing a flexible and adaptable workforce is a key element
in our determination to make effective change management a
sustainable capability to meet our changing needs.
Average employees by segment
1 UK
2 Europe
3 International
62%
30%
8%
1
2
3