Target

Achievement

Status

Stakeholder dialogue:

Hold a multi-stakeholder dialogue with NGOs, politicians and business on the subject of precise, up-to-date corporate responsibility in the sphere of Digital Inclusion

Hold further online stakeholder dialogue on www.diskutiere.de

From 26th October until 31st December the online platform www.diskutiere.de was used to conduct a dialogue on the digital inclusion of handicapped people with the topic: "Progress or setback: How do modern telecommunications influence the social integration of people with disabilities?"

In June 2009 a stakeholder dialogue on media competence was held with the topic: "Are young people sufficiently prepared for the digital future?"

Achieved

Reputation Management:

Define link between Customer Satisfaction Index (CSI) and reputation analysis (RepTrak) and define the content of RepTrak attributes.

Customer Satisfaction Index and reputation tracking have been aligned. A couple of attributes of RepTrak are defined as comparable and explainable by CSI attribute results. However, the content of the RepTrak attributes could not be defined yet as a group-wide proposal from Telefónica SA and Reputation Institute on how to define these contents is due.

Partly achieved

Process management:

Define and optimise CR bodies and processes within the company

Both the organization and the processes of the CR committee and the number of KPIs have been optimized. Reorganization of the CR Committee inclusive new responsible employees for B-to-B-market, crisis management and customer experience programme. New process implemented with regular updates on positive and negative Issues and implementation of a new CFO sign-off process and control system for CR KPI data and CR targets.

Achieved

Corporate Responsibility Reporting:

Create the CR Report 2008, including a stakeholder booklet. Intensify customer communications about CR activities, i.e. by setting up another end customer communication channel

CR Report and booklet were published in June 2009. Regular communication via customer communication channels like Bill Insert, Customer portal and customer magazines for consumer and business customers. The Partner Online System (PARTOS) is being used as an additional channel to inform both our distribution partners and thus the end customers about our CR activities.

Achieved

Target

Achievement

Status

Business Principles:

Knowledge of our Business Principles is obligatory for every new employee at O₂. Every employee is obliged to repeat the online training every two years: Training must be completed by 85% of all O₂ employees

85.13 % of 5,214 active employees (incl. Telefónica Deutschland) received trainings for Business Principles

Achieved

Governance:

Train new employees during the Welcome Days and for departments ( i.e. supplier management) about Governance & Ethics (including data protection, corruption, anti-trust law)

Trainings on governance and ethics were provided at the Welcome Days and in several supplier instructions. Additionally there were five specific trainings in data protection and anti-trust law e.g. for the Roaming Team and the Portal Management.

Achieved

Policies:

Set up a policy for donations, Employee Volunteering Policy and Incentive Policy

Policies on donations and volunteering activities were established. A policy on incentives was published by the procurement department.

Achieved

Business Principles: Participation of 95% of the employees of O₂ in the training on business principles, in order to ensure compliance with business principles.

Target

Achievement

Status

Supply chain management:

Inform the Top 10 suppliers (accounting for about 80% of the order volume) in personal meetings about the Business Principles of Telefónica o2 Germany to raise awareness of, and discussion around, our Business Principles

4 suppliers (Samsung, NSN, Huawei and SIAE) representing 19.43% of our order volume were informed about our Business Principles in personal meetings in 2009. This process continues with more suppliers evaluated in the 2009 LIMA process.

Partly achieved

Risk management in the supply chain:

Implement a risk assessment of suppliers and, if required, initiation of countermeasures: Identify the top 5 categories according to commodity groups and respective auditing of high-risk suppliers in close cooperation with the group

There was an audit on device and network suppliers on group level but not on a German level.

Not achieved

Supplier Management: Personal information for the Top10 suppliers (corresponds to approximately 50% of the order volume) about the business principles of Telefónica O₂ Germany

Identification of the five product groups and suppliers with the highest risk in close cooperation with Telefónica Europe and Telefónica S.A

Target

Achievement

Status

Diversity Management:

Implement a process to recruit mentally and physically impaired people by an external partner

In order to recruit mentally and physically disabled colleagues we signed a contract with the external partner Pfennigparade and implemented a respective process for employment of disabled employees within procurement. Communication on this engagement started in December 2009. Since then one disabled colleague from Pfennigparade was employed at O₂.

Achieved

Corporate Activity:

Implement measures to increase the life quality of o2 employees in Germany

Achieve a participation rate over 40% in the '3000 step programme'

Design and implement at least two measures for the health-oriented leadership of employees

61,6% (2,784) employees across Germany took part in our health campaign "3,000 steps" (based on 4,521 employees)

Since March 2009 measures from HR development have been available. Three activities in stress management were provided in March, June and November.

Achieved

Promise to Employees:

Establish and intensify the emotional commitments of our employees

Reach an index of 77 in the Reflect employee survey and response rate of 80%

We achieved an increase of the emotional commitment of our employees, which is expressed by a Reflect Index of 82 in Germany at a response rate of 84%.

Achieved

Top 10 ranking in the competition to Work

In the Great Place to Work survey we were awarded the first place in the category with more than 5.000 employees in early 2010.

Achieved

Introduction of the spirit of O2 Awards for all employees

The Awards were introduced in 2009. The Award show was held on 12th November and seven winners were choosen in the categories leadership, cross-collaboration team, can do spirit, innovation, customer experience, entrepreneurial Thinking and social commitment.

Achieved

Implement a working Moms' and Dads' programme until end Q2

The Awards were introduced in 2009. The Award show was held on 12th November and seven winners were choosen in the categories leadership, cross-collaboration team, can do spirit, innovation, customer experience, entrepreneurial Thinking and social commitment.

Achieved

Introduction of an expert career path for all business units

Implementiation in Marketing & Sales and technical departments. Decision in Management Board, that the career path will be implemented individually unitwise, when there is a need (not all business units).

Partly achieved

Health & Safety:

Carry out a traffic safety day in to educate employees about public traffic (prevention of travel accidents) in co-operation with the police

The traffic safety day took place on 16th September 2009 in Munich.

Achieved

Health management:

Carry out a medical examination and consultation day focused on high blood pressure at the sites in Munich, Nuremberg, Bremen, Teltow and Cologne

Medical examination and consultation days focusing on high blood pressure were carried out in Munich (23rd September), Bremen (15th September), Nuremberg (15th September), Cologne (16th September), Teltow (16th September) and Verl (22nd September).

Achieved

Diversity: Increase the number of people with disabilities in the company through pilot programmes in at least two divisions with the support of the joint-venture partner Foundation Pfennigparade (rehabilitation centre in Munich).

Diversity: Increase reputation as family friendly company through:

Establishment of telecommuting, videoconferencing and home office as alternative working forms throughout the company

Auditing as family-friendly company

Roll-out of the initiative Working Moms and Dads in the regions (Nuremberg, Bremen, Berlin, Cologne and Verl)

Diversity: Appointment of a Diversity Officer for proactive prevention of discrimination.

Diversity:Implementation of special training for women in management positions. One training programme at the Top150 level and one programme at the Top500 level.

Illness Rate: Implementation of measures in the areas of health-oriented employee management and work life balance, in order to keep the illness rate (in particular the number of people with long-term illnesses) below the benchmark of 3.9% (basis: study in 2008 by the AOK German health insurance company for the German average).

Health & Saftey: Continuation of the successful avoidance of accidents at work by:

New online training for health and safety at work: All employees have to complete the relevant web-based training modules relevant to them during the course of the calendar year. In order to safeguard compliance with the statutory requirements, 70% of o2 employees need to have participated in the training modules.

Implementation of a road traffic safety day to provide information and sensitize employees on matters relating to road traffic (prevention, accidents on the way to work) with this year's focus on two-wheeled vehicles (motorcycles and bicycles).

Carreer training: Promotion of life-long learning for every employee by updating the training packages on the international a+ learning platform and increasing the number of hours to a total of 2.500 hours of the O₂ employees in Germany on the a+ learning platform in the year 2010.

Target

Achievement

Status

Environmental Management:

Maintenance and improvement of o2 environment management with the aim of minimising negative impact on the environment

Annual review and recertification of the environment management system in line with ISO 14001

Regular and comprehensive recording of all data related to the environment and ongoing data collection and verification

In October 2009 the audit and the re-certification was successfully concluded.

The recording of all environmentally relevant data at monthly intervals as well as the analysis of the energy consumption based on these data was further developed.

Achieved

Climate Change & Energy:

Implementation of long-term Telefónica climate conservation strategy:

reduction of CO2 emissions through lower energy consumption: Energy reduction of 30% per SIM card in the network and 10% per office worker by 2015

Development of a CO2 and energy reduction concept to implement the climate protection strategy in Germany by 2015

Development and implementation of at least one energy reduction measure in the network and in computer centres/IT/offices.

The aim for 2009 is to lower energy consumption by 2% in networks (per SIM card) and by 2% in office premises (per employee) compared with 2007

First measures for a CO₂ and energy reduction concept have been taken; the development of a concept for the reduction of CO₂ emissions and energy consumption will be continued in 2010. In 2009 the energy consumption (per SIM card) could not be reduced. Instead it increased by 12,35 per cent (compared to 2007). Due to the switching off of National Roaming, energy consumption grew faster than the number of customers. The effects of the following measures will only become noticeable once the complete energy consumption of all sites has been discounted.

Measures to reduce energy consumption within networks:

in 2008 and 2009 the complete technology provided by Nortel was replaced by Huawei technology. Thus, on average every site consumes 300 W less.

application of a new and more efficient NSN systems technology at all new sites

allowance of increased room temperatures in base stations in order to consume less energy for air conditioning

since this year we apply rectifiers for our NSN Site Support Systems which increase their effectiveness by around 5%

Facilities: We cannot give full particulars on the goal achievement at our offices as the available data for 2007 is not sufficient. In 2007, our facility department was not in charge of all buildings.

Partly achieved

Resources & Commitment:

Sustainable resource management and increase of environmental awareness

Intensify internal communications on environmental issues to increase environmentally responsible behaviour and promote energy savings. At least three measures should be implemented for this purpose.

Not achieved

We continued our mobile phone recycling programme. Furthermore, we informed our business clients about our mobile phone recycling project and the recycling process in two articles within our business newsletter "essential" and in our business magazine "elements". We also increased our SIM-Only-Share.

Achieved

Execute a customer campaign for communicating o2 environmental subjects and increase environmental awareness

Partly achieved

Mobile Communication & Health:

Electromagnetic fields: implement the voluntary self-commitment of mobile telecommunication operators

Maintain the self-commitment statement (2001), in particular the community votes for the network expansion and SAR information for consumers. In addition, support the research projects provided by the federal government by €83,334

Commission and execute an independent expert report to evaluate the implementation of the self-commitment promise for presentation to the federal government in the first quarter of 2010

Financial Support for research projects was paid in April 2009. A review meeting with the federal government was held on May 18th.

An expert report was contracted on July 23rd. The expert review was finished in December 2009 and the draft report was delivered in January 2010.

Achieved

Climate Strategy:

Development of a CO2 and energy reduction concept for products & services, infrastructure and employees in 2010; implementation of the climate protection strategy by 2015 in Germany.

Development and implementation in each case of at least one CO2 reduction measure in the network and in the computer centre/IT/office sites.

Energy reduction:

To reduce 30% of electricity consumption (Kwh) per equivalent access in Telefónica networks by 2015. Baseline year 2007

To reduce 10% of electricity consumption (Kwh) per employee. Baseline year 2007

Green electricity: Retention of the previous year's level for the share of green electricity in total electricity consumption despite expansion of the network and taking into account integration of Telefónica Deutschland.

Vehicle fleet: Formulation of a concept (including annual targets until 2015) for reducing CO₂ emissions from the vehicle fleet in conformity with the Telefónica climate protection strategy by 2015. Simultaneously, development and implementation of first measures.

Travel management: Retention of the previous year's level of CO₂ emissions per employee and formulation of a concept (including annual targets until 2015) for reducing the CO₂ emissions in the areas of business trips and commuting traffic in conformity with the Telefónica climate protection strategy by 2015. Simultaneously, development and implementation of the first measures for CO₂ reduction in 2010.

Mobile phoning & Health: Information and stakeholder dialogue on environmental and health issues, and support for research projects from the federal government with 83,000 euros.

Target

Achievement

Status

Media competence:

Hold at least two media competence days with young people to communicate digital opportunities and risks in dealing with the mobile phone and internet

Media competence days took place in Munich (May 2009), Cologne (August 2009) and Hamburg (September 2010)

Achieved

Digital Inclusion:
Promote accessibility and product implementation taking into account digital inclusion:

Implement the voice output of the online CR portal and review the voice output for the customer portal

A text-to-speech software was introduced on o2's homepage (CR and company portals). There were no review of the voice output for the customer portal.

Partly achieved

Workshops were held. Another workshop is planned for the beginning of 2010 in order to look at further development and marketing possibilities for a product and tariff for deaf people.

Achieved

Volunteering:

Implement the new O₂ employee volunteering concept: Increase employee volunteering to reach 10% employees from Telefónica o2 Germany and Telefónica Deutschland: implement charity team assignments and link to employee development

Our Volunteering Programme was launched in March 2009. During the past year 12.7% of our employees volunteered (based on 4,969 employees  incl. Telefónica Deutschland)

Achieved

Media Competence:

Promotion of media and social competence with at least 7,500 young people through projects that communicate the opportunities and risks inherent in using mobile phones and the Internet, and establishment of an additional project relating to the issue of media competence.

Implementation of a new online training programme on media competence at O2. 80% of the O2 employees in Sales and Customer Service to participate in this programme

Accessibility: Continuation of projects directed towards lowering barriers and giving a large number of people access to modern communication technologies.

Introduction of one tariff for people with hearing impairments with the aim of improving their benefits when using modern communication technologies

Implementation of a pilot project entitled "Mobile Transcription" for people with hearing impairments in cooperation with social improvement initiatives developed by Social Affairs

Volunteering: Increased commitment of volunteering activities within the framework of personnel development and charitable team deployments directed towards improving employee development and increasing the social commitment of o2. In 2010, the aim is for 13% of employees to participate in volunteering measures (baseline is the number of employees on 31.12.2008).

"Think Big": Devise and develop a social action programme for Telefonica O₂ Germany that will fit into the Pan European "Think Big" Programme

Target

Achievement

Status

Customer Satisfaction:

Measure the customer satisfaction of end customers/consumers every quarter (for mobile telecommunications and DSL) through market research

Detailed analysis of the results together with the responsible Business Owners

Derive target values for customer satisfaction for individual Business Owners

Agree steps for individual Business Owners to increase customer satisfaction

Customer Satisfaction Indexes are quaterly measured for voice, mobile data and DSL. In 2009 the results of each survey have been discussed with the business owners and their teams in order to define relevant measures to improve the respective results. Furthermore other specific research was conducted in order to gain deeper insight into our customers. New measures were defined in the categories offers (o2 o tariff), contact points (new service strategy), people (e.i. team culture) and basics (e.i. network quality).

Achieved

Trainings:

Training for 70% of all employees who work at customer contact points (employees in o2 shops and customer hotline) to expand employee qualifications in connection with the processing of complaints

In September 2009 we launched the web-based-training "Complaint Guidelines" for all relevant employees at customer contact points: 60% (= 1.734 employees) of Customer Service and Shop employees (baseline 2,857 employees in 2009) have accomplished the training.

Not achieved

Environmental behaviour of customers:

Increase the share of online invoices to 51% in 2009 (basis: 48% in December 2008) to save resources (paper, toner, transport)

With a share of online invoices of 53.2% based on private customers (= Salcus ID) and 50.93% based on single invoices we consider our goal achieved .

Achieved

Data protection:

Establish a web site on the customer portal and a communications measure to educate O₂ customers about data protection

A website on the customer portal was launched www.o2online.de/goto/datenschutz and communication started in autumn 2009.

Achieved

Data protection clause:

Amend the data protection clause in the General Terms and Conditions and adapt internal processes and systems

Customer contracts have been amended as of May 2010.

Partly achieved

Youth protection:

Enhance customer information about youth protection, education, and transparency

Review the information about Data & Youth Protection on the customer portal and update the youth protection booklet "Guideline for parents" provided by o2

Train employees at customer contact points about youth protection and media competence

The entry site was updated and a new booklet as well as a checklist for parents was launched together with klicksafe in September 2009.

204 employees were trained from September to November 2009 in Munich, Hamburg, Teltow, Cologne, Heilbronn and Nuremberg.

Achieved

Digital access:
Assessment and awareness-raising with regard to economic, ecological and social criteria for, and implications of O₂ products in Germany: Examine and define the criteria for a product that is desirable from a customer point of view in the light of environment and social factors

In 2009, this target was pursued in sub-goals. In terms of the economic and social impacts of our products we held workshops in order to survey our product portfolio - especially regarding digital inclusion. We hence deducted measures for the assessment of the development and the marketability of a product and tariff for deaf people. The diverse awareness raising measures about the impacts of our products have been integrated into our targets for the advancement of media competence.

Achieved

Customer Satisfaction: In 2010, increase in customer satisfaction measured on the CSI by two points compared with 2009 and one point ahead of other mobile network operators by taking measures in the consumer area and in the business area.

Customer Complaints: Reduction of customer complaints by 5% in post-paid retail consumer market in 2010 by using a feedback management and by improving our service strategies

Online invoices: Increasing the proportion of online invoices to 55% in the private customer area, in order to cut down the resources necessary for sending letter.

Data protection: Strengthening of the "self data protection" by optimum clarification and transparency in relation to the processing of personal data with respect to the customers. Complete information for the customer in order to enable the customer to decide how and for what purpose a responsible office is processing and using the customer's data.

Data protection: Participation of 95% of all employees of O₂ in the annual internal data protection training and implementation of at least four data protection audits which also review suppliers.

Youth protection: Improvement in customer information relating to the issue of youth protection and improvement in the advisory competence of employees on the O₂ youth protection hotline.

Target

Achievement

Status

Human Resources Management:
Introduce a comprehensive HR Performance Management System due to the new employment agreement

Telefónica o2 Germany and Telefónica Deutschland are integrated in one company. The performance management system is implemented for all employees.

Achieved

Target

Achievement

Status

ISO-certification:
Minimalize negative impacts on the environment by annual review and certification of the Environmental Management System according to ISO 14001

Telefónica o2 Germany and Telefónica Deutschland are integrated in one company and the certificate ISO 14001 is valid for the whole Telefónica o2 Germany & Co. OHG.

Achieved

Target

Achievement

Status

Promote the media competence of young people regarding the use of the internet.: Build up a reference school in Verl within the scope of SCHOLA-21 and implement a project including employees on site

There will be no reference school in Verl because the focus was on a new newspaper project of pupils within the SCHOLA-21 project

Not achieved