Aviva 2009 Annual Report Download - page 75

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Performance review
Aviva plc Corporate responsibility continued
Corporate responsibility
Annual Report and Accounts 2009
Governance
Shareholder information
Financial statements IFRS
Financial statements MCEV
Other information
Key indicators Met/exceeded 2009 target

Missed 2009 target

CR Indicator 2007 2008 2009 2009 target Change over year 2010 target
Business ethics
% of employees signing of receipt, — — 90% 100% of employees n/a 100% of employees
understanding and acceptance of our
Business Ethics Code annually
Customers
% of businesses that met/exceeded — 67% 67% Continue to embed 0% Develop and test
performance against local market average customer metrics across Transactional NPS
Aviva. UK life and guidelines. Pilot Distributor
general insurance and NPS metric
Canadian business to
adopt NPS metrics in
2009
% of employees who rate us favourably on — — 67% Meet/exceed GFS New KPI Increase the percentage
customer index benchmark of favourable ratings
(2009: 69%) from employees in
customer index
Environment
% of remaining CO2 emissions offset 100% 100% 100% Offset remaining 0% Offset remaining CO2
annually emissions CO2 at emissions at group level
group level
CO2 emissions (tonnes) – actual 127,002 122,791 104,351 (15)% 
CO2 emissions (tonnes) – based on 2009 n/a 110,051 104,351 Reduce CO2 emissions (5)% Reduce CO2 emissions
ownership by 5% by 5%
Water consumption (m³) – absolute 851,070* 843,750* 751,750 Reduce water use (11)% Reduce water use by 4%
by 4%
Waste generated (tonnes) – absolute 18,877 19,311 14,592 Reduce waste (24)% Reduce waste generated
generated by 4% by 4%
Proportion of recycled waste 88% 84% 69% 80% or above (15)% 80% or above
People
% of women in senior management 22% 22% 22% Increase percentage 0% Increase percentage of
of women in senior women in senior
management group management group
Suppliers
Number of business unit suppliers, with — 233 adjusted 438 1,750 adjusted from +205 1,000
material spend, signing Aviva’s Supplier Code from 983 2,500
of Conduct
Number of detailed CR assessments of — 30 in the UK 138 globally 100 globally +108 200 globally
Aviva’s major suppliers
Number of business units that have — 5 11 10 +6 18
implemented and embedded use of ‘Supplier
Hospitality register’ and ‘Register of Interests’
Community
Amount of community investment £6.8m £9.6m £8.0m Establish and report (17)% Total community investment
in line with group at/above previous year
community strategy
% of employees participating in volunteering — — 16% New KPI n/a Increase the % of employee
participation in volunteering
Number of employee hours spent — 67,700 79,900 Increase the % of +18% Increase the % of employee
volunteering employee participation participation in volunteering
in volunteering
% of investment in Aviva ‘Street to School’ — — — New KPI 50%
Notes on KPIs
— Business ethics: This KPI covers 98% of our employees.
— Customers: Using our NPS methodology, 67% of businesses met or exceed performance last year against a local market average (2008: 67%). However, within that percentage, 24 markets
are participating in NPS compared to 12 in 2008 and 58% are exceeding the benchmark, compared to 33% in 2008.
— Last year we reported the percentage of businesses that met/exceeded performance against local market average where no local benchmark was available (2009: 75%). Businesses that were
covered by this metric are now all rated against a local market average. This metric has therefore been removed. Also in 2009, we replaced an employee survey question relating to the
percentage of employees who consider that their business is customer focused with a new customer index KPI. This gives an average favourable employee response against five customer
indicators.
— Environment: We want to show clearly that we have reduced our emissions as a result of energy management and behavioural change and not merely due to divestments. The KPI for ‘Actual
emissions’ are absolute emissions for total Aviva operations in each year stated while the KPI with ‘emissions based on 2009 ownership’ show our emissions over the last two years based on
operations that we have in 2009 allowing for a like-for-like comparison. Water has been restated following an independent review of Aviva Canada's water consumption between 2006 and
2008. This has increased the overall Group consumption figures.
— People: Current and historical data for women in senior management excludes Delta Lloyd group. We also report KPIs relating to employee engagement. These can be found in our online
CR report: www.aviva.com/corporate-responsibility/reports
— Suppliers: We adjusted our 2009 target and 2008 return for the number of business unit suppliers signing Aviva’s Supplier Code of Conduct due to a statement of compliance from our business
in North America which could not be validated by Group Procurement.
— Community: These KPIs cover all Aviva employees and Aviva joint venture employees.
Corporate responsibility