E.ON UK PLC CORPORATE RESPONSIBILITY REPORTING GUIDANCE
This Reporting Guidance document supports the preparation and reporting of the following Key
Performance Indicators (KPIs) in the ‘For You- Our customers and our people’ report prepared by E.ON UK
plc.
1. Customer Operations
Net Promoter Score for Home customers (top down)
Net Promoter Score for Small and medium business customers (top down)
Average Speed of Answer
Bill to Actual read for Home customers
Bill to Actual read for Small and medium business customers
2. Health and Safety
Employee attendance
Total Recordable Incident Frequency (TRIF) Employee
Lost Time Injury Frequency (LTIF) Employee
3. Diversity
Female employees as a proportion of whole employee base
It is the responsibility of the management of E.ON in the UK to ensure that appropriate procedures are in
place to prepare its reporting in line with, in all material respects, this Reporting Guidance document.
All data, unless otherwise stated, are prepared for the reporting period January 1 to December 31, 2012. The
best view of the data on 1st January 2013 has been used- unless specified otherwise. Data is prepared on a
100% basis for all operations in UK which E.ON has a 50% or more interest, including for joint ventures,
alliances and stations operated by third parties under lease.
Acquisitions and divestments are included and terminated respectively from the date of contractual
completion of the transfer of asset ownership/leasehold.
Restatements
In some circumstances restatements of prior year reported and assured data may be required. Restatements
are considered where there is a change in methodology, which means the restated data shows a more
representative or accurate figure.
General Reporting Principles
In preparing this guidance document, consideration has been given to the following principles:
• Information Preparation – to highlight to users of the information the primary principles of relevance and
reliability of information; and
• Information Reporting - the primary principles are comparability / consistency with other data including
prior year and understand ability / transparency providing clarity to users.
SCOPE OF REPORTING
During 2012, E.ON A.G. was managed through both geographically segmented Regional Units, of which E.ON
Regional Unit UK (RUUK) is one, and Cross Functional Units (CFUs) operating across the Group.
For the data included in this reporting guidance document, the scope comprises RUUK and the CFUs assets
and operations which occur in the UK (hereafter ‘E.ON in the UK’), subject to the exclusions detailed below.
Details of the organisational reporting boundaries are summarised below and explained further in the
individual data sections of this Reporting Guidance.
Organisational Reporting Boundaries
E.ON Regional Unit UK comprises a series of business areas, which together serve over 5 million residential
and small and large customers, based at different offices across the UK, including a UK central office in
Coventry.
The business areas in brief are:
Customer Operations (our direct customer facing business)
Sales and Marketing (including brand activities)
New Business (new technologies and obligation delivery)
Change Management
HR
Finance
Strategy and Regulation (focuses on the long term direction of the business and our regulatory
requirements)
Corporate Affairs
CFUs operations in the UK comprise:
The UK Generation business which is involved in producing electricity from a portfolio of 10 coal, gas
and oil-fired power stations and 12 combined heat and power sites. It also includes ancillary
facilities.
The UK Renewables Business which forms part of E.ON Climate and Renewables (EC&R) operating 21
onshore and offshore wind farms and one dedicated biomass station.
E.ON Global Commodities (EGC) sells all of the E.ON UK generation output and provides electricity
and gas for E.ON UK supply activities. EGC is a wholly owned subsidiary of E.ON AG.
E.ON New Build & Technology Limited (ENT) is a subsidiary company of E.ON New Build & Technology
GmbH, offering consulting engineering and scientific services. E.ON New Build & Technology Limited
is located at Ratcliffe, near Nottingham.
E.ON Gas Storage UK Ltd (EGS UK), a UK subsidiary, is currently constructing an underground gas
storage facilities at Holford in Cheshire and have plans to develop another underground gas storage
facility at Whitehill, near Aldbrough in East Yorkshire.
E.ON Energy from Waste UK Ltd (EEW UK) is subsidiary company of E.ON Energy from Waste AG
based in Helmstedt, Germany. The company builds and operates waste incineration plants that
convert the energy contained in waste into electricity, process steam or district heating. EEW UK
does not currently operate waste incineration plants in the UK.
E.ON IT UK is a subsidiary of E.ON IT GmbH, Germany. E.ON IT UK is an IT company of E.ON UK
providing a full range of IT solutions and services to its customer base within the E.ON group.
E.ON Ruhrgas UK E&P Limited is an upstream oil and gas company with its head office in London
and offices in Aberdeen and Great Yarmouth. It operates assets in the central North Sea and
southern North Sea. Throughout both regions, the company also has interests in key pipeline
infrastructure. E.ON Ruhrgas UK is owned by E.ON Ruhrgas E&P GmbH, a subsidiary of E.ON Ruhrgas
AG, headquartered in Essen, Germany. The E.ON Group management systems don’t currently allow
the consistent capture of the data of all the E.ON Ruhrgas E&P operations at a geographical level- for
example UK only. Therefore, these operations have only been included in this year’s data where it is
possible to gain accurate data and this is clearly marked against the data. All E.ON Ruhrgas E&P
operations are included in our Group CR Report available here
Exclusions
Horizon Nuclear was a 50/50 joint venture between E.ON UK and RWE npower. In March 2012, E.ON
announced that following a strategic review it will not proceed with plans to develop Horizon
Nuclear and in November 2012, the sale of Horizon Nuclear to Hitachi was completed. It is deemed
that these activities did not have a material impact on the data and have therefore been excluded.
REPORTING SPECIFICS AND METHODOLOGY
1. Customer Operations
Top Down Net Promoter Scores for Home customers
Indicators
and
Top Down Net Promoter Scores for Small and medium business customers (SME)
We ask customers: “on a scale of 0-10 how likely are you to recommend E.ON to a friend or
colleague.” A score of 9 or 10 is a ‘promoter’, a score of 0 to 6 is a ‘detractor’, and the rest are
‘passive’. Net Promoter Score (NPS) is calculated by taking the percentage of those that are
promoters from the percentage that are detractors.
Originally created by Consultancy Bain & Co, it is widely recognised as a key measure of
success and loyalty for customer facing businesses. NPS is a Board key performance
indicator for E.ON UK and E.ON group board.
Definition/
The number reported quarterly comes from the UK Customer Tracker, which is E.ON UK’s
continuous opinion poll. The UK Customer Tracker is run by research agency Ipsos MORI on
behalf of E.ON UK. Ipsos MORI use a field research partner to recruit and collect the data
from an over 2 million strong online consumer panel. The online survey gathers opinions
from a representative mix of approximately 460 E.ON residential customers on a monthly
basis, each responding to a range of questions including NPS.
methodology
The sample size gives us a statistically robust measure to represent the whole customer
base. However, by the very nature of any quantitative research data there is an inherent
margin of error, this has been statistically calculated as plus or minus 4 % points.
NPS for residential customers is calculated on a monthly basis. The 2012 figure represents
the last three month rolling average of the year.
NPS for SME customers is calculated on a 6 month rolling average basis through telephone
interviews. The 2012 figure represents the result for the last 6 months of the year. The way
NPS is presented in the SME Tracker changed in 2012, from a quarterly basis to a 6 monthly
rolling basis. The reason for this was the base sizes for SME market per competitor are not
comparable on a quarterly basis and moving to a 6-month rolling average enables us to
make competitor benchmarking more meaningful. Therefore the figures for 2011 have been
restated to reflect this change in methodology and to show a more accurate figure. The
assured figure has been clearly shown in the footnotes within the document.
Scope
This indicator covers our Regional Unit UK business, where we have customer facing
activities.
Indicator
Average Speed of Answer (ASA) (seconds)
This is the average time in seconds to answer inbound customer calls within E.ON customer
contact centres.
The measure, which is taken from the point at which the customer hears the ring tone to the
point at which an advisor answers the incoming call, comes from the Aspect Telephony
System at an application (department / function) detail level.
Definition/
This excludes calls that are dealt with via automated Interactive Voice Response (IVR)
services. Where the customer passes through an IVR system the measure does not
commence until this process has been completed.
methodology
The type of Customer calls included in the measure are:
Residential Contact, Home Moves, Prepayment, Caring Energy, Transfers, SME, Credit and
Billing.
The data is a weighted average of the monthly figures across the different contact centres
(as named above) to reflect that Residential Contact receives the largest number of calls. The
data refers to the 2012 Calendar Year.
This indicator only covers our Regional Unit UK business, where we have customer facing
activities.
Scope
Data is taken from Call Centres located in:
Bolton, Nottingham, Leicester, Bedford and two outsource partners based in Warrington and
Newry.
Indicator
Bill to Actual read for Home customers (%)
and
Bill to Actual read for Small and medium business customers (%)
Definition/
This is the percentage of products billed for home and Small and medium business
methodology customers, which were charged up to an actual meter reading rather than an estimate, for
products with consumption based charging.
An actual read is defined as a data retrieval meter reading or a customer’s own meter
reading. There are no specific checks in place to ensure that the customer own read is
accurately reported.
The measure looks at the number of customers with a bill created in a calendar month and
then establishes how many of the accounts billed have charges created to an actual or
estimate meter reading. The final figure represents the Year To Date figure and is calculated
at product (electricity and gas) level, rather than bill level.
The measure is calculated as follows :
Actual meter reads / (actual meter reads + estimated meter reads) x 100
This calculation excludes customers who are not billed based on their consumption, but
instead a set monthly rate based on their circumstances. Meter reads are therefore not
relevant to calculating their bill.
Scope
The measure covers all bills, including cyclical, first and final bills, for all Home and Small and
medium business customers. The measure does not take in to account meter type for the
customers, but simply measures if the bill is sent using an actual meter reading or an
estimate. Pre payment customers are included in the measure, as these customers are
billed to vend reads in the majority. This is a reading that comes straight from a meter and
is classed as an actual meter read.
The measure includes all Home and Small and medium business customers within the
Regional Unit UK business, for the period 1st January 2012 to 31st December 2012.
2. Health and Safety
Indicator
Employee attendance (%)
The indicator is calculated as follow:
(Number of working days lost / Number of available days) x 100 = Attendance
Definition/
methodology Working day lost is defined as total number of sickness days.
The line manager enters the absence dates of the employee in SAP HR. The system converts
the absence dates in number of sickness days based on the employee’s work schedule held
in SAP HR (e.g. if an employee is absent on a Friday and returns on the Tuesday, the system
would count 2 sickness days).
Sickness days are only accounted for if the employee is absent for the full day. If an
employee works for any part of the day, that day is not counted as a sickness day.
An employee who is on secondment outside the UK (but still on the UK payroll and being
paid by the UK) will be included in the data.
Sickness days are collected YTD and are reported at month-end. The data published is the
number for the period from January to December 2012 – as at 31st March 2013 - so including
adjustments for absence entered after 31 December 2012.
Scope
This includes all employees of E.ON in the UK.
Indicator
Total Recordable Incident Frequency (TRIF) - employee
Total Reportable Incidents Frequency (TRIF) is the sum of injuries/occupational diseases
resulting in fatalities, permanent total disabilities, lost workday cases, restricted work
cases/job transfers (including medical treatment cases, excluding first aid).
The calculated figure is the Total Reportable Incidents Frequency (TRI) per 1,000,000 hours
worked. For E.ON UK staff incidents are recorded for injuries occurring at any location,
including overseas locations, but exclude injuries which occur during travel to and from a
person’s normal place of work.
The indicator is calculated as follow:
Definition/
methodology (Total number of injuries / number of employees in a 12 month period) x 1,000,000
For other staff working in the Global units which comprise ‘E.ON in the UK’, incidents are
recorded for lost time injuries which occur at locations in the UK only.
Incident data is recorded by individuals or via a telephone logging system into an internal
bespoke reporting system tool (ARNIE) which is accessible all staff of ‘E.ON in the UK’. This
tool is available on the internal E.ON intranet. Recorded incidents are automatically flagged
to the individuals’ line manager to investigate with the support of the Safety teams. Incident
classifications are reviewed when the record is approved for closure by a senior Safety
professional. This review can lead to reclassification of previously recorded incident cases;
previously reported data is updated to reflect the final classification.
For staff of ‘E.ON in the UK’, hours are calculated on a monthly basis by taking month-end
headcount figure from the E.ON Human Resource system. This figure is multiplied by the
working weekdays in the month. To determine working hours, a 6.5hour day is used to
discount for hours not worked (e.g. holidays). Overtime recorded through payroll is added
each month.
The best view of the data on 31 March 2013 has been used- so includes any adjustments for
re-classification of incidents entered after 31 December 2012.
Scope
This includes all employees of E.ON in the UK.
Indicator
Lost Time Injury Frequency (LTIF) - employee
Lost Time Injury Frequency is the sum of lost time incidents per 1,000,000 employee hours
worked.
The indicator is calculated as follow:
(Number of lost time injuries / number of employees in a 12 month period) x 1,000,000
A lost time injury means a non-fatal traumatic injury that occurs in the workplace that causes
any loss of availability to work for a period of a full day or shift beyond the day or shift in
which the incident occurred. It includes days where the involved person was not scheduled
to work.
Definition/
methodology Lost time incidents are injuries resulting in lost workday cases. This includes days where the
involved person was not scheduled to work; it excludes where temporary job transfers occur
(“restricted work cases”). Incidents are recorded for workplace injuries occurring to any E.ON
in the UK employee at any location, including overseas locations, but exclude injuries which
occur during travel to and from a person’s normal place of work or start place of work.
Incident data is recorded by individuals or via a telephone logging system into an internal
bespoke reporting system tool which is accessible to all staff. This tool is available on the
internal E.ON UK intranet. Recorded incidents are automatically flagged to the individual’s
line manager to investigate with the support of the Safety teams. Incident classifications are
confirmed when the record is approved for closure by a senior Safety professional. The
review by the Safety professional can lead to reclassification of previously recorded incident
cases. Previously reported data is updated every month to reflect the final classification.
Employee hours are calculated on a monthly basis by taking month-end headcount figure
from the E.ON Human Resource system. This figure is multiplied by the working weekdays in
the month. To determine working hours, a 6.5 hour day is used to discount for hours not
worked (e.g. holidays). Overtime recorded through payroll is added each month.
The best view of the data on 31 March 2013 has been used- so includes any adjustments for
re-classification of incident entered after 31 December 2012.
Scope
This includes all employees of E.ON in the UK.
3. Diversity
Indicator
Female employee as a proportion of whole employee base (%)
Female employee’s percentage data comprise the data for employees working for E.ON in
the UK i.e. all full time and part time employees not including contractors or agency
employees at 31 December. The data is extracted from our SAP HR system.
The indicator is calculated as follows:
Total number of female employees x 100 = % of female employees
Definition/
methodology Total number of employees
All employees count as one regardless of their full time or part time basis. An employee who
is on secondment outside the UK (but still on the UK payroll and being paid by the UK) will
still be included in the employee numbers.
The number reported uses the December month end number.
Scope
This includes all employees of E.ON in the UK.