2008 milestones
Results of Telefónica Group's Corporate Social Responsibility actions in 2008.Strong progress in some areas and the need to improve execution in others, along with the 2011 targets, form the basis for the 2009 targets. The targets defined for 2008 anticipated the CSR 2.0 strategy.
We set out below the milestones and the degree of compliance achieved in 2008, based on six main categories:
In this section
read more... Corporate Responsibility and Business Principles
2008 milestones
CORPORATE SOCIAL RESPONSIBILITY AND BUSINESS PRINCIPLES | ||||
| 1. Training on Business Principles | Nearly 50% of Group employees (excluding tele-operations staff at Atento) had received training in the Business Principles by the end of 2008: 60,219 employees, double the number at end-2007. | 70% | ||
| 2. To encourage dialogue with employees about the Business Principles | The Group promoted dialogue with employees about the Business Principles by developing internal communications in the Group's countries of operation and companies as well as through publications such as the internal magazine "Somos", presentations in different forums and banners. | 30% | ||
| 3. To encourage dialogue with stakeholders | • The methodology and training were introduced to employees in Ecuador and consolidated in other countries where they had been launched in 2007. • Themed discussions took place in Peru covering topics such as "Social Inclusion in Telecommunicatons" the "Intégrame" project and the "I Foro de Antenas y Salud - muchos mitos, una realidad" (First Antennas and Health Forum - many myths, one reality"). • Telefónica O2 Germany consolidated its positiion as the company's benchmark in online dialogue. | 70% | ||
| 4. To develop CSR plans in each country | CSR plans were drawn up to promote initiatives that ensure responsible behaviour toward stakeholders and promote positive perceptions of Telefónica among the wider community for all 10 countries specified in the 2008 target. | 100% | ||
read more... The Environment
2008 milestones
ENVIRONMENT | ||||
| 5. To design a standardised environmental management system for the entire Group, integrating fixed and wireless operations | A global environmental management system based on the ISO 14001 standard was drawn up for the whole Telefónica Group | 100% | ||
| 6. Climate change: to design a low-carbon procurement model | As part of the Climate Change Office's action plan for suppliers, a model was drawn up that prioritises energy efficiency in equipment and products. | 100% | ||
| 7. Climate change: to design an Energy Management System | As part of the Climate Change Offices operational plan, measures were designed and implemented to improve energy efficiency and to promote the use of renewable energy and Green IT models. | 100% | ||
| 8. To develop and roll out the Telefónica Environmental Performance Index | In 2008 Telefónica drew up an environmental performance index based on a balanced scorecard of environmental indicators. | 100% | ||
| 9. To standardise, define and implement environmental criteria in the network rollout. | In 2008 standards were drawn up as part of the global Environmental Management System for implementation across all operations in 2009 and 2010. These address issues such as waste management, noise pollutions, etc.. | 70% | ||
| 10. To develop and roll out the Environmental Communication Plan | Communications actions took place but no specific plan was developed. | 30% | ||
| 11. To put in place regional waste management systems | Work took place to design a system for collecting equipment in Latin America for implementation in 2009, as part of the global Environmental Management System. | 60% | ||
read more... Customers
2008 milestones
CUSTOMERS | ||||
| 12. To boost the Customer Satisfaction Index by 4% | Work done based on the "Customer Experience" methodology, under development since 2007, resulted in an impovement in the Customer Satisfaction Index to 6.92%, a 2% improvement. | 50% | ||
| 13. To put in place programs for compliance with competition standards | Roll-out of the online compliance program in the Czech Republic. Work to revise and modernise existing compliance actions is underway in Spain. | 30% | ||
| 14. Responsible Use of ICT | Throughout 2008, advice was provided to customers and citizens in line with the defined action plan on the responsible use of technology in general, including recommendations on safety, recycling, the use of ICT by children, intellectual property and the use of technology in public places | 100% | ||
| 15. To roll out the “Interactive Generations” project in six Latin American countries to defend and protect children and adolescents in the use of ICT | The analysis program included surveys of nearly 85,000 children in 800 schools across Argentina, Brazil, Chile, Colombia, Mexico, Peru and Venezuela. The conclusions of the analysis were presented in the White Book and will serve as the basis for developing training activities. | 100% | ||
| 16. To introduce a responsible advertising policy | Ten principles were defined, summarised in the "Ten advertising tips". These principles are contained in the Agency Evaluation Model that is included in the terms and conditions of all contracts with advertising agencies. | 50% | ||
read more... Employees
2008 milestones
EMPLOYEES | ||||
| 17. To raise the work climate index by 2 percentage points | Ongoing initiatives succeeded in raising the employee Working Environment and Commitment index to 69%, a 3 point improvement on 2007, based on 70.4% participation in the survey. | 100% | ||
| 18. Diversity | Progress was made on the model for dissemination and implentation in the internal areas that will contribute to the future Diversity Committee. | 60% | ||
| 19. Health and Safety | The "Analysis of accidents at work in Telefónica Group" procedure was developed. The procedure aims to set common operating criteria for analysing accidents at work across all Telefónica Group companies. | 100% | ||
read more... Suppliers
2008 milestones
SUPPLIERS | ||||
| 20. To put in place the CSR in the Supply Chain Evaluation Program. | Telefónica exceeded its 2008 target of evaluating supply chain risks at 1,000 suppliers and doing 50 audits, carrying out 1,100 evaluations and 55 audits. | 100% | ||
read more... Society
2008 milestones
SOCIETY | ||||
| 21. To directly benefit 100,000 children through the Proniño initiative | Schooling was provided to 107,602 children in 2008, doubling the number of program beneficiaries in Latin America for the third consecutive year. The program drew on experience gained with the EducaRed model to give teachers, students and families the tools they need to access high-quality teaching and learning processes. | 100% | ||
| 22. To implement a digital inclusion strategy for Latin America | Telefónica defined its digital inclusion strategy designed to bridge geographical, educational, economic and technological divides. More than 60 initiatives are now running in Spain and Latin America based on the model. | 100% | ||
| 23. Telefónica Accesible Plan | In 2008, progress was made in the following areas of the Telefónica Accesible Plan: Accessibility of telephone handsets, accessibility through employment integration, accessibility in the procurement process, accessiblity on the web; accessibility in stores, accessibility of Digital TV, accessibility of hardware (specially designed computers). In addition the Group ran training, communication and awareness-raising programs, maintained and consolidated its cooperation network and supported innovative initiatives. | 85% | ||