National Grid 2016 Annual Report Download - page 18

Our vision and strategy
Our vision is to connect you to your energy today,
trusted to meet your energy needs tomorrow.
Our strategy is to be a recognised leader in the development
and operation of safe, reliable and sustainable energy
infrastructure, to meet the needs of our customers and
communities and to generate value for our investors.
Our strategic objectives set out what we believe we need
to do to achieve our vision and strategy. Further information
on all our KPIs is provided on pages 18–21.
Strategic objective Deliver operational
excellence Engage our people Stimulate innovation
Description Achieve world-class levels
of safety, reliability, security
and customer service.
Create an inclusive,
high-performance
culture by developing
all our employees.
Promote new ideas to
work more efficiently
and effectively.
How we deliver Our customers, communities and
other stakeholders demand safe,
reliable and secure supply of their
energy. This is reflected in our
regulatory contracts where we are
measured and rewarded on the
basis of meeting our commitments
to customers and other stakeholders.
Pursuing excellence in all our
operational processes will allow
us to manage our assets efficiently,
deliver network improvements quickly
and provide services that meet the
changing demands of our customers.
It is through the hard work of our
employees that we will achieve our
vision, respond to the needs of our
stakeholders and create a competitive
advantage. Encouraging engaged
and talented teams that are in step
with our strategic objectives is vital
to our success.
Our presence within the communities
we serve, the people we work with
and our opportunities to grow both
individually and as a business are
all important to making National Grid
a great place to work.
Our commitment to innovation
allows us to run our networks more
efficiently and effectively and achieve
our regulatory incentives. Across our
business, we explore new ways of
thinking and working to benefit every
aspect of what we do.
Embedding innovation and new
technology into our operations helps
us deliver continuous improvements
in the quality and cost of our services.
Relevant KPIs Employee injury frequency rate
Number of employee lost time injuries
per 100,000 hours worked in a
12 month period. Our ambition is
to achieve a world-class safety
performance of below 0.1.
Network reliability
The reliability of our electricity
and gas networks.
Customer satisfaction
A measure of customer satisfaction
across our segments and differing
customer groups.
Group return on equity
Measure of value generation for
our shareholders.
Employee engagement index
A measure of how engaged
our employees feel, based on
the percentage of favourable
responses to certain indicator
questions repeated annually in
our employee engagement survey.
Workforce diversity
Percentage of women and ethnic
minorities in our workforce.
Network reliability
The reliability of our electricity
and gas networks.
16 National Grid Annual Report and Accounts 2015/16 Strategic Report