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

min

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 concept of usage minutes can defined in greater detail as the product of the number of connected parties affected and the duration of an (unplanned) service interruption in minutes.
- The total number of usage minutes can be defined as the sum of all usage minutes of all (unplanned) service interruptions in 2020.
- The total number of connected parties includes all connections with an accommodation function, excluding connections at properties that are vacant.

Repeat outages

#

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

Credit rating

Rating

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.

Solvency ratio

%

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

kt

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:
- direct emissions from Alliander operations
- indirect emissions from Alliander operations
- all greenhouse gas emissions produced by third parties as a direct result of Alliander’s operations.

Circular procurement

%

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

Employee survey

#

A survey conducted using the Great Place To Work method.

Employee absenteeism

%

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.