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Targets and performance overview

Given the amount of change across the business, we are still in the process of developing Group-wide medium-term targets.

The table below reports Friends Provident’s progress against the Corporate Responsibility (CR) targets it set for 2010.

CR management

Objective 2010 Targets Achieved (Y/N) Notes
Further develop our management system. Achieve at least a Silver banding in Business in the Community’s CR Index. Y Achieved Platinum rating in the CR Index. We will work with Business in the Community during 2011 to benchmark our approach across the Group.

Customers

Objective 2010 Targets Achieved (Y/N) Notes
Increase consumer trust in, and understanding of, our products and services. Increase number of average monthly hits on etutor retirement site to 250 per month, and deliver eight
face-to-face seminars, reaching 140 customers.		 Y Eight seminars were delivered to 140 customers and the average monthly hits on etutor increased to 360 per month.

Environment

Objective 2010 Targets Achieved (Y/N) Notes
Reduce energy consumption and waste generation at our operations and promote re-use and recycling. Reduce waste generation across UK and Isle of Man sites by a further 5%. N Total waste generated reduced marginally by 1%, from 550 to 544 tonnes.
Increase recycling across UK and Isle of Man sites by 5%. Y Recycling levels increased from 43% of total waste (2009), to 56% of total waste (2010).
Reduce buildings’ energy use per employee by 5% through improved efficiency and employee behavioural change programme. N Energy used reduced considerably by a further 10%. Nonetheless, employee numbers also reduced and as a result the target was missed.

People

Objective 2010 Targets Achieved (Y/N) Notes
Respect the provisions of the United Nations Universal Declaration of Human Rights (UNUDHR), in particular those articles that relate to discrimination, equal terms of employment, work–life balance, and standard of living. N/A N/A Friends Provident did not set people-related targets owing to the restructuring of the business.

Community

Objective 2010 Targets Achieved (Y/N) Notes
Increase staff involvement in community investment. Develop new community programme in line with Resolution’s Group Corporate Social Responsibility Policy. N A new community investment programme was developed but roll out was delayed until April 2011. This has now been completed.
Maintain Gold Award for employees donating through Give As You Earn (GAYE) – 10% participation rate. Y Friends Provident achieved a participation rate of 11% and retained its Gold Award.

Suppliers

Objective 2010 Targets Achieved (Y/N) Notes
Work with suppliers to improve the social and environmental performance of our supply chain. Work with Forum for the Future to develop a strategy for ongoing engagement with new outsourcing partners, including the development of a sustainability roadmap. Y A strategy was developed. However, this will need to be revised to reflect the combined supply chain (including outsourcing partners and contractors) of Friends Life.
Measure and report the complete carbon footprint of our marketing material. Y The carbon footprint of marketing material was also used to make informed choices in the Friends Life re-branding process.