Targets 2009
In 2009, Telefónica is maintaining its commitment to the community by setting more than 20 targets in line with its CSR strategyThe Group's CSR targets for 2011, covering the areas of Business Principles, development of responsible management policies and positioning vis-a-vis external indicators, represent the short-term targets. Telefónica will maintain its policy, guaranteeing the sustainability of projects underway and defining fresh targets in future.
The targets are grouped into a number of different categories, shown below:
In this section
read more... Corporate Social Responsibility and Business Principles
Targets 2009
CORPORATE SOCIAL RESPONSIBILITY AND BUSINESS PRINCIPLES | |||
| 1. Training on Business Principles | To continue rolling out training on Business Principles with the aim of reaching all employees by 2011. In line with this aim, the target of training 80% of Group employees by the end of 2009 is maintained (excluding tele-operations staff at Atento). | ||
| 2. To continue promoting dialogue with employees about Business Principles | To encourage internal communication and meetings between employees and heads of the Business Principles offices. The aim is to create a private space where employees can talk to their managers about compliance with the company’s principles. | ||
| 3. To develop and implement policies based on the Business Principles | To continue to develop or, where necessary, introduce the 10 policies defined as targets for 2011: protection of children and teenagers and responsible use of ICT, data protection policy, environmental management system, climate change and energy efficiency, digital inclusion of disadvantaged groups (disabled and senior citizens), diversity, responsiblity in the supply chain, human rights, dialogue with stakeholders and international social dialogue, social and environmental reporting. | ||
| 4. Dialogue with Stakeholders | To intensify the continuing dialogue with stakeholders and incorporate conclusions within business practice, including: • Extending the dialogue methodology to Mexico and Panama. • Analysing the degree of implementation of the methodology in each country and defining individual long-term development plans, identifying tools and potential synergies. • Redefining the process for identifying stakeholder representatives. • Encouraging new debates on issues with expert communities. | ||
| 5. To develop CSR plans in each country | To develop CSR plans in the three regions of T. Spain, T. Europe and T. Latin America by 2011 and local plans in their consituent countries. | ||
read more... Customers
Targets 2009
CUSTOMERS | |||
| 6. To attain 7.24 on the customer satisfaction index | Customer satisfaction is a strategic priority for Telefónica again this year. In 2009 the Group will continue to work on implementing the quality plans inspired by the "customer experience" approach. The aim is to make sure that users of the company's services report a satisfaction level of 7.24, not only in general but also compared to their expectations and their ideal for corporate service. The 7.24 target is a 4% increase on 2008 (excluding VIVO). | ||
| 7. To put in place programs for compliance with competition standards | To press ahead with the gradual roll-out of online compliance programs in the countries where Telefónica operates. The programs contain a detailed description of the causes, aims and main infractions of competition regulations (price collusion agreements and abuse of dominant market positions) and how to detect and prevent them. | ||
| 8. To introduce a responsible advertising policy | The responsible advertising policy is based on the 10 principles articulated 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. The aim is to introduce the Agency Evaluation Model based on the ten tips for responsible advertising through the online Adroom system. | ||
| 9. To implement the strategy for responsilbe ICT use by children and adolsecents | • To block URLs with illegal content on the abuse of children and adolescents on mobile internet platforms. • To implement the "Interactive Generations" project in Telefónica Spain and plan for its extension in 2010 to T. Europe, beginning with the UK. • To map activities in all countries where Telefónica operates, based on four core areas of the Group's strategy for protecting children and adolescents: alliances, implementation of internal standards, products and services, and education. | ||
read more... Employees
Targets 2009
EMPLOYEES | |||
| 10. To attain 71% in the working environment and commitment index | In order to make Telefónica the best place to work, in 2007 the company launched its "Employee Promise", based on four areas of action: improving employee satisfaction by offering them the best possible working life, building a high-performance culture, talent sharing, and acting as an international company. The initiatives undertaken will allow the company to improve its working environment and commitment index for employees to 71% in 2009. | ||
| 11. Diversity | • Creation of the Diversity Committee. • Reporting to the Human Rights, Reputation and CSR Committee as well as to the Executive Commitee. • Creation of functional and multi-disciplinary working groups. | ||
| 12. Health and Safety | To make further progress in qualitative analysis of the causes of accidents at work, identify areas for improvement and reduce the level of accidents by 4% in three years. | ||
read more... Suppliers
Targets 2009
SUPPLIERS | |||
| 13. To extend Business Principles to the Supply Chain | • Telefónica will carry out more than 350 HR and Health and Safety audits on "at risk" suppliers and initiate the implementation of improvement plans based on these audits. • Convergence of the supply chain risk evaluation process at Telefónica O2 UK with the corporate model. | ||
read more... Society
Targets 2009
SOCIETY | |||
| 14. Regulations on the integration to employment of people with disabilties | Approval and implementation in Spain of regulations with two lines of action: direct hiring within the Group and indirect recruitment by the use of Special Employment Centres. | ||
| 15. To bring to 120,000 the number of children and adolescents under the comprehensive protection of the Proniño program | In 2008, for the third consecutive year, Telefónica doubled the number of beneficiaries of the Proniño program in Latin America, through which Telefónica Foundation fights to eradicate child labour. In 2009, the aim is to have 120.000 children and adolescents under the program's comprehensive protection scheme and to provide another 127,500 with social support and schooling. | ||
| 16. Digital Inclusion in Latin America | To continue implementing projects to reduce economic, educational, technological, employment and health and disability inequalities in the three regions of Spain, Latin America and Europe. | ||
| 17. To improve public perceptions of Telefónica's reputation | Telefónica's reputation with the general public is monitored by RepTrakTM in 13 countries. By 2011, the Group's aim is to rank as market leader in every country measured. To achieve this, in 2009 the company will work to narrow the gap with its top-scoring competitor in the key components of the RepTrak TM index for each country. | ||
read more... The Environment
Targets 2009
ENVIRONMENT | |
| ENVIRONMENTAL MANAGEMENT | 1. To implement the global environmental management system in 50% of operations. |
| 2. To introduce the environmental performance index in 70% of Group companies. | |
| 3. To obtain environmental certification for District C, Telefónica Group's main headquarters in Madrid. | |
| CLIMATE CHANGE OFFICE | 4. Audits of all energy data in all Group operations and external verification of the Group's carbon footprint. |
| 5. A 30%1 cut in network power consumption by 2015, from a 2007 baseline. | |
| 6. A 10%2 cut in office power consumption by 2015, from a 2007 baseline. | |
| 7. Creation of a renewable energies strategy for the Telefónica network. | |
| 8. To make relative energy efficiency a criterion in product procurement decisions. | |