Definition of KPIs
Ensuring a high reliability of supply at low costs
Customer convenience rated by consumers
Customer convenience is measured using the Net Effort Score (NES) based on the Consumer Effort Score (CES) question: %convenience - %effort. The KPI is a calculation of the NES, as an annual average, over the various supply chains of the consumer market.
Customer convenience rated by business customers
Customer convenience is measured using the Net Effort Score (NES) based on the Consumer Effort Score (CES) question: %convenience - %effort. The KPI is a calculation of the NES, as an annual average, over the various supply chains of the business market.
Electricity outage duration
The number of usage minutes during which a connected party was without power due to an unplanned service interruption, measured as a number of minutes per connection per year.
The number of unique cable numbers in the regulated domain that was affected by 6 or more power outages in the low-voltage network over the past 12 months.
Offering smart meters
The number of addresses where a smart meter was offered over the year.
Being a creditworthy company with solid returns
An assessment by independent rating agencies, such as Moody’s and S&P, of Alliander’s creditworthiness
FFO/net debt ratio
The 12-month profit after tax adjusted for deferred tax movements and incidental items and fair value movements plus depreciation of property, plant and equipment and amortisation of intangible assets and accrued income, as a percentage of net debt.
Interest cover ratio
the 12-month profit after tax adjusted for deferred tax asset movements and incidental items and fair value movements plus depreciation of property, plant and equipment and amortisation of intangible assets plus net finance income and expense divided by net finance income and expense adjusted for incidental items and fair value movements.
Total equity including the profit for the period less the expected dividend distribution for the current financial year divided by the total assets less deferred income.
Making the energy supply and our organisation sustainable
CO2 emissions from business operations
Since 2015, CO2 emissions from our business operations are measured as per the method that is generally used across the industry, i.e. based on the Energy Balance method excluding supply chain emissions. CO2 emissions are made up of three components:
The percentage of recycled material incorporated into goods procured and the percentage of material that is recyclable at the end of the useful life. The percentage of recyclable material is determined based on resource passports issued by the supplier. The scope comprises primary assets: Low-voltage (LS) & medium-voltage (MS) cables, gas pipes, distribution and power transformers, and legacy and smart electricity & gas meters.
Ensuring a safe network, a safe working environment, and a safe data environment
LTIF (lost time injury frequency)
Number of work-related accidents during the financial year in which internal employees (Alliander and agency/contract worker) were involved and which led to sickness absence after the accident, expressed per million of man-hours worked. For an accident to be considered a lost-time accident, it must have led to at least 24 hours of sickness absence. The LTIF figure is calculated based on the average number of FTEs based on the 2020 budget, the figure for 2019, and a standard annual number of hours worked per employee of 1,800.
Being an attractive, inclusive employer with equal opportunity for all
A survey conducted using the Great Place To Work method.
The moving average sickness absence over a 12-month period for Alliander staff, not including absence on account of pregnancy.
Women in leadership positions
Number of female senior executives in relation to the total number of senior executives.
People with poor employment prospects
Employees who qualify for the target group register under the Dutch Labour Participation Quota Act for workers with a disability and work experience positions (for employee with poor employment prospects who do not qualify for the target group register).