BT 2012 Annual Report Download - page 51

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48 Performance
We have made progress this year in our aim of being a responsible and
sustainable business leader. We set out below our performance in the
year against our seven CR KPIs.
Customer service delivery KPI
When customers do need to contact us with a query or to report a
problem with their service, we aim to meet their needs through one call
with our ‘right first time’ programme. We measure our success through
our customer service improvement KPI.
Read more about customer service delivery on page 23
Climate stabilising intensity KPI
We measure performance on climate change with our climate
stabilising intensity KPI. Our target is to reduce by December 2020
the CO2 equivalent emissions (CO2e) intensity of the BT Group by 80%,
compared with 1997. In 2012 we achieved a 60% cumulative reduction
in our carbon emissions intensity per unit of value added compared
with1997.
BT’s worldwide CO2e emissions
Carbon intensity = CO2e/value added (= EBITDA + employee costs)
1997 (Base)
400
200
0
600
800
2,000
1,800
1,400
1,600
1,200
1,000
201220112010
Net emissions Carbon intensity (tonnes
per £m value added)
171
74
72
69
Tonnes
000
1,615
772
786
757
Community investment KPI
We are committed to investing in the communities that we live and
work in and our people are encouraged to participate in their local
communities. We run a formal volunteering programme to help them
do this. In 2012 11% of our people volunteered some 50,000 volunteer
days with an estimated value of £15.6m to our communities. Overall we
invested £31.9m in 2012, which at 1.5% was well above our target of
a minimum investment of 1% of the prior year’s adjusted profit before
taxation. In 2012 the calculation methodology was changed in order
to create a stronger link to current performance. In 2011 and 2010 the
calculation was based on adjusted profit before taxation from two years
previously.
1.1%
1.9%
BT’s community investment
Community investment (time, cash and
in-kind support)
Percentage of profit
before taxation
2010
32
31
30
29
28
27
25
26
24
20122011
£m
26.4
27.6
31.9
1.5%
Supply chain human rights KPI
We have achieved our ethical trading (supply chain human rights)
KPI target to achieve 100% follow-up within three months for
all suppliers identified as high or medium risk through our ethical
standardquestionnaires.
Number of on-site supplier assessments supporting 100%
follow-up
2012
54
2010
32
2011
33
Our responsible and sustainable
business performance
Overview
BusinessStrategy
Performance
Governance
Financial statements
Additional information Overview
BusinessStrategy
Performance
Governance
Financial statements
Additional information