We’ve measured elements of our CSR performance, such as environmental data, for a number of years. Now, for the first time, we are publishing CSR key performance indicators (KPIs) across more areas of our business.

Some of these KPIs were monitored in 2007, and will be strengthened in 2008, while others are being introduced. We have also established targets for many KPIs in 2008 and we will update progress on these in 2009.

It remains a considerable challenge to ensure that KPIs are recorded accurately, completely and consistently across our global operations. Part of the process involves developing awareness of our goals, and we have recently established these metrics in our new people, CSR, environment, customer and supplier policies in addition to our risk and reporting framework.

Key Performance Indicator (KPI)	2006	2007	Status
* These indicators will be reported in 2009 and targets will be set to measure performance. ** Global Employee Climate Survey responses.
Embedding CSR
Review of new business units’ CSR reporting	–	–	New KPI*
Number of board meetings addressing CSR policies and/or practice	4	5	Improvement
Key awards and benchmarking given to the business for its CSR initiatives	4	9	Improvement
Timelines and adequacy of communication and reporting from businesses	–	–	New KPI*
Customers
International rollout of common 'dashboard' significant customer KPIs in 2008, which will be reported against targets and, where appropriate, benchmarked against local competitors.			New KPI*
Environment
CO2 emissions – existing and new businesses (tonnes)	125,400	130,219	No/limited improvement
Existing CO2 emissions (tonnes)	125,400	111,845	Improvement
Change in existing business annual water used (m3)	502,803	550,634	No/limited improvement
Change in business annual waste – existing and new businesses (tonnes)	19,719	18,877	Improvement
Change in amount of recycled waste – existing and new businesses (tonnes)	12,622	16,672	Improvement
People
Percentage of employees who consider that management supports diversity in the workplace**	67	72	Improvement
Percentage of staff who feel that employees in the businesses are treated with respect**	70	75	Improvement
Percentage of employees who participated in Global Employee Climate Survey and rated us favourably on leadership index**	55	57	Improvement
Percentage of employees who participated in Global Employee Climate Survey and rated us favourably on engagement index**	67	73	Improvement
Suppliers
Percentage of new business unit suppliers signing the Supplier Code of Conduct	–	–	New KPI*
Percentage of existing targeted suppliers signing the Supplier Code of Conduct	–	–	New KPI*
Number of contracts with a CSR weighting of greater than 20% in the final decision process	–	–	New KPI*
Number of managed suppliers with a CSR improvement plan and KPIs	–	–	New KPI*
Community
Aviva’s total investment in the community (company cash donations and staff volunteering) (£ million)	6.3	6.75	Improvement
Employee hours spent volunteering	–	–	New KPI*
Percentage of employees who consider that their business acts responsibly in the society/community in which it operates**	74	80	Improvement