2011 Performance
Last year we published targets and performance commitments covering a wide range of the activities that we undertake to continue to build a responsible business. In this section, we review our progress against commitments made.
In order to illustrate company performance within a longer term context, this section presents 2011 and historical performance against a range of economic, environmental and social Key Performance Indicators. Further information on each KPI can be accessed by clicking on the link provided.
Key Performance Indicators
Economic Indicators
|
2008 |
2009 |
2010 |
2011 |
2011 targets |
Link to explanatory page |
Link to future targets |
Total Revenue (€M) |
8,628 |
7,854 |
7,770 |
7,713 |
- |
- |
- |
Operating Result (€M) |
534 |
247 |
272 |
357 |
- |
- |
- |
Return on Capital Employed (%) |
10.1 |
4.9 |
5.3 |
6.9 |
- |
- |
|
Weighted Average Cost of Capital (before tax) (%) |
9.5 |
10 |
10 |
9 |
- |
- |
Low Carbon Indicators
|
2008 |
2009 |
2010 |
2011 |
2011 targets |
Link to explanatory page |
Link to future targets |
Carbon Intensity of generation (kgCO2/kWh)1 |
0.627 |
0.572 |
0.553 |
0.489 |
0.47 |
||
Carbon Intensity of office buildings (kgCO2/m2) |
214 |
203 |
171 |
175 |
157 |
||
Exceedences in permit conditions which result or have the potential to cause significant environmental harm |
0 |
0 |
0 |
0 |
0 |
1 This includes RWE npower renewables data.
Customer Service Indicators
|
2008 |
2009 |
2010 |
2011 |
2011 targets |
Link to explanatory page |
Link to future targets |
Upheld Residential Sales Complaints (% of total residential sales completed)2 |
* |
#1.25 |
#1.03 |
0.27 |
<0.2 |
||
Obligated measures for vulnerable customers (Apr – Mar, £M)3 |
* |
15.5 |
20.1 |
22.6 |
20 |
||
JD Power Survey Rank (‘UK Big 6’) |
|
|
|
|
|
||
Power |
* |
6 |
4 |
5 |
3 |
|
|
Gas |
* |
6 |
6 |
6 |
5 |
|
|
* Reported using different metrics in this period.
# Total residential sales complaints reported in these years
2 An upheld complaint is an expression of customer dissatisfaction substantiated after investigation.
3 We have aligned our KPI performance reporting to the financial year spend instead of calendar year spend.
Community Investment and Employee Engagement Indicators
|
2008 |
2009 |
2010 |
2011 |
2011 targets |
Link to explanatory page |
Link to future targets |
Workforce (FTE2 as at 31 Dec.) |
12,747 |
12,224 |
11,711 |
12,053 |
- |
- |
- |
Payroll and Benefits (€M) |
516 |
458 |
439 |
452 |
- |
- |
- |
Employee Engagement (%) |
72 |
70 |
65 |
67 |
70 |
||
Percentage of employees volunteering in the community |
12 |
12 |
14 |
18 |
15 |
2 FTE = Full Time Equivalents = full-time and part-time employees (excluding Executive Board members and managing directors, apprentices, dormant employment, working students/interns, partial retirement in the release phase) employed on a permanent or fixed term contract basis, with the part-time reduction deducted.
Health and Safety Indicators
|
2008 |
2009 |
2010 |
2011 |
2011 targets |
Link to explanatory page |
Link to future targets |
AFR |
0.24 |
0.21 |
0.32 |
0.22 |
0.22 |
||
SIR |
0.18 |
0.16 |
0.23 |
0.16 |
0.14 |
Accident Frequency Rate (AFR) is the number of lost time accidents (LTAs) per 100,000 hours worked.
Serious Injury Rate (SIR) is the number of RIDDOR reportable and greater than 3 days lost time accidents per 100,000 hours worked.
Performance against 2011 Targets
In addition to the Key Performance Indicators presented above, we also published further performance commitments in the 2010 CR Report. Our progress against these commitments is outlined below.
Low Carbon Economy
| 2011 Performance | Progress |
|
Environmental incidents or breaches of consent on non-operational sites that result in prosecution |
0 |
|
| The Energy Services business will deliver: | ||
measures/products to our customers |
537,811 |
|
to reduce annual CO2 emissions by |
325 ktCO2 |
|
| to reduce lifetime CO2 emissions by | 5.7 MtCO2 |  |
Customer Service
|
2011 Performance | Progress |
Externally escalated residential complaints received from Consumer Direct, Consumer Focus and the Ombudsman Services: Energy |
30.1 per week |
|
Rating in the Combined Consumer Focus, Consumer Direct and Ombudsman Services: Energy Survey |
3* |
|
Community Investment and Employee Engagement
|
Progress |
|
Business in the Community ‘CommunityMark’ |
Re-awarded |
|
