Aviva plc CR report 2010 – Corporate responsibility key indicators

Business ethics

CR Indicator	2007	2008	2009	2010	2010 target	Change over year		2011 target
% of employees signing of receipt, understanding and acceptance of our Business Ethics Code				96%	100% of employees	n/a		100% of employees
% of annual sign-off	-	-	90%	32%	100% of employees	n/a		100% of employees

Notes on KPIs:

Business ethics: This data excludes Delta Lloyd employees. While we aim for 100% of employees to sign the code on induction to the company it is inevitable that some new businesses will take some time to implement this requirement.
We are currently revising our Business Ethics Code. From 2011 the Code will require annual sign-off. Some businesses have this process in place already and we have reported this percentage here.

CR Indicator	2007	2008	2009	2010	2010 target	Change over year		2011 target
% of businesses that are in or above the upper quartile relative to the local market average	-	50%	50%	50%	Maintain or improve past performance	0%		Maintain or improve past performance
% of employees who rate us favourably on customer index	-	-	67%	69%	Meet/exceed GFS benchmark (2010: 75%)	2%*		Meet/exceed GFS benchmark

Notes on KPIs:

Using NPS methodology we calculate the performance of businesses relative to their local market.
*We have increased our performance on last year but are still below the external GFS benchmark for this KPI.

CR Indicator	2007	2008	2009	2010	2010 target	Change over year	2011 target
% of remaining CO₂ emissions offset annually	100%	100%	100%	100%	Offset remaining emissions CO₂ at group level	0%	Offset remaining CO₂ emissions
CO₂ emissions (tonnes) – gross*	-	177,077	154,726	148,251	Reduce CO₂ emissions by 5%	(4)%	Reduce CO₂ emissions by 5%
CO₂ emissions (tonnes) – absolute*	127,002	122,791	104,351	127,685	Reduce CO₂ emissions by 5%	22%	Reduce CO₂ emissions by 5%
CO₂ emissions (tonnes) – relative*	n/a	n/a	128,976	127,685	Reduce CO₂ emissions by 5%	(1)%	Reduce CO₂ emissions by 5%
Water consumption (m³) – absolute	851,070	843,750	751,750	690,369	Reduce water use by 4%	(8)%	Reduce water use by 4%
Waste generated (tonnes) – absolute	18,877	19,311	11,812*	12,042	Reduce waste generated by 4%	2%	Reduce waste generated by 4%
Proportion of recycled waste	88%	84%	79%	75%	80% or above	(4%)	80% or above
% of employees who feel that Aviva makes business choices that support the environment	-	-	62%	71%	Meet/exceed GFS benchmark (2010: 60%)	9%	Meet/exceed GFS benchmark

Notes on KPIs:

We want to show clearly that we have reduced our emissions as a result of energy management and behavioural change and not merely due to divestments. However, we also do not wish new businesses that we include in our reporting scope to detract from the progress we have made in our existing businesses.
This data covers all employees as well as joint venture employees.
Our reporting continues to evolve and improve to capture all areas of environmental data in all businesses.
Gross emissions – Data according to Defra guidelines ie UK electricity rated as grid average but renewable recognised in other countries. Includes Solus for 2010.
Absolute emissions – Data excluding the Defra guidelines rating UK renewable electricity as grid average. Includes Solus emissions for 2010.
Relative emissions – Restated 2009 emissions taking account of acquisitions and divestments that have occurred over the year and increased scope of reporting in 2010.
Waste – 2009 waste has been restated based on availability of more accurate data.

CR Indicator	2007	2008	2009	2010	2010 target	Change over year	2011 target
% of women in senior management	22%	22%	22%	21%	Increase % of women in senior management group	(1)%	Increase % of women in senior management group
% of employees who feel that Aviva is committed to attracting, developing and keeping a diverse workforce	-	-	52%	62%	Meet/exceed GFS benchmark (2010: 64%)	10%	Meet/exceed GFS benchmark
% of employees who feel that they are treated with respect, regardless of their position	-	-	67%	69%	Improve past performance (no GFS benchmark)	2%	Improve past performance (no GFS benchmark)
% of employees who feel we have created an environment where people with diverse backgrounds can succeed	-	-	-	73%	Meet/exceed GFS benchmark (2010: 80%)	n/a	Meet/exceed GFS benchmark
% of employees who rate us favourably on leadership index	-	-	64%	63%	Meet/exceed GFS benchmark (2010: 71%)	(1)%	Meet/exceed GFS benchmark
% of employees who rate us favourably on engagement index	-	-	64%	63%	Meet/exceed GFS benchmark (2010: 73%)	(1)%	Meet/exceed GFS benchmark

Notes on KPIs:

This data does not include Delta Lloyd.
Whilst we have improved in most of these KPIs against our own performance, our targets are external.

CR Indicator	2007	2008	2009	2010	2010 target	Change over year	2011 target
Number of business unit suppliers, with material spend, signing Aviva’s Supplier Code of Conduct	-	233 adjusted from 983	438	1,486	1,000	+1,048	KPI to be revised in 2011
Number of detailed CR assessments of Aviva’s major suppliers	-	30 in the UK	138 globally	216	200 globally	+78	KPI to be revised in 2011
Number of business units that have implemented and embedded use of ‘Supplier Hospitality register’ and ‘Register of Interests’	-	5	11	15	18	-3	KPI to be revised in 2011

Notes on KPIs:

We have increased the amount of suppliers signing the code of conduct however we have found that some suppliers are reluctant to sign a code as it is not a legal document. Therefore we are implementing a code of behaviour alongside minimum contractual clauses for new contracts from Q2 2011to address some of this issue.
This data does not include European claims data.
These KPIs will be revised in 2011 in light of our changing processes.

CR Indicator	2007	2008	2009	2010	2010 target	Change over year	2011 target
Amount of community investment	£6.8m	£9.6m	£8.0m	£11.4m	Total community investment at/above previous year	43%	Total community investment at/above previous year
% of employees participating in volunteering	-	-	16%	17%	Increase the % of employee participation in volunteering	1%	Increase % of employee participation in volunteering
Number of employee hours spent volunteering	-	67,700	79,900	57,250	Increase the % of employee participation in volunteering	(28)%	Increase % of employee participation in volunteering
% of investment in Aviva ‘Street to School’	-	-	-	52%	50% of cash donations	New KPI	50%
% of employees who feel that Aviva does a good job of contributing to the communities in which we live and work	-	-	62%	66%	Meet/exceed GFS benchmark (2010: 62%)	4%	Meet/exceed GFS benchmark

Notes on KPIs:

These KPIs exclude Delta Lloyd.
The amount of volunteering hours has dropped significantly as we no longer pay a broker to find volunteering opportunities for us. We are exploring implementing an internal volunteering opportunities system throughout 2011.