Objectives and results

Ensuring a high level of supply reliability at a low cost
Objectives 2020	Result 2020	Objective 2021	Strategic objective	Principal risks⁷
Customer convenience: the measured NES score is higher than 53% (consumer market) and 32% (business market).	Consumer: 54% Business: 35%	Customer convenience: the measured NES score is higher than 53% (consumer market) and 37% (business market).	Customer convenience will increase in the upcoming years.	Realisation of work package Cybersecurity Capacity for change Future-proof IT landscape Long-term regulatory focus
Electricity outage duration: maximum 23 minutes.	23.2¹	Electricity outage duration: maximum 23 minutes.	High reliability of supply.
Repeat outages: maximum 17 unique cable numbers with more than five interruptions.	17	Repeat outages: maximum 17 unique cable numbers with more than five interruptions.	The number of unique cable numbers with more than five interruptions is maximum 17 in the coming years.
Smart meter offering: minimum 375,000.	403,000	Smart meter offering: The large-scale smart meteter offering has been finished in 2020. Therefore this KPI will not be measured in the future.	None.

Being a creditworthy company with solid returns
Objectives 2020	Result 2020	Objective 2021	Strategic objective	Principal risks⁷
Credit rating: Retention of solid A rating profile.	S&P AA-/A-1+/stable outlook Moody’s Aa2/P-1/stable outlook	Credit rating: Retention of solid A rating profile.	Maintain solid rating profile. Continuously outperform the sector in terms of costs and operational excellence. Solid results compatible with the regulated permitted return.	Long-term regulatory focus Financeability
FFO/net debt: minimum 20%.	24.1%	FFO/net debt: minimum 20%.
Interest cover: minimum 3.5.	14.2	Interest cover: minimum 3.5.
Net debt/(net debt + net equity): maximum 60%.	38.7%	Net debt/(net debt + net equity): maximum 60%.
Solvency: minimum 30%.	53.1%	Solvency: minimum 30%.

Making the energy supply and our operations sustainable
Objectives 2020	Result 2020	Objective 2021	Strategic objective	Principal risks⁷
CO2 emissions from business operations: maximum 207 kton (according to a sector-wide calculation method).	205 kton	CO2 emissions from business operations: maximum 150 kton (according to a sector-wide calculation method).	A climate-neutral operation in 2023.	Long-term regulatory focus Future-proof IT landscape Capacity for change
Circular procurement: minimum 40% of all our primary assets.²	44%³	Circular procurement: minimum 45% of all our primary assets.²	In 2025, 60% of our primary assets are purchased on the basis of circular procurement.

Ensuring a safe network, a safe working environment, and a safe data environment
Objectives 2020	Result 2020	Objective 2021	Strategic objective	Principal risks⁷
LTIF (lost time injury frequency): none.⁴	1.8	LTIF (lost time injury frequency): none.⁴	Safety is a precondition for our business operations. We create a proactive safety culture.	Safety Privacy energydata Cybersecurity

Being an attractive, inclusive employer with equal opportunities for all
Objectives 2020	Result 2020	Objective 2021	Strategic objective	Principal risks⁷
Employee survey score: minimum score of 71 (on a scale to 100) in the Great Place to Work employee surveys.	None⁵	Employee survey score: currently we are developing a new research method. By announcement of the new method we will also announce the new target.	Top-class employer; an innovative and successful company where we develop future-oriented knowledge and competences.	Capacity of change
Employee absenteeism: maximum 4.3%.	3.9%	Employee absenteeism: maximum 4.3%.	The maximum employee absenteeism rate is 4.3% in the coming years
Women in leadership positions: minimum 30% of all leadership positions.	29.0%	Women in leadership positions: minimum 31% of all leadership positions.	At least 33% of our leadership positions will be filled by women by 2024.
Employees at a distance from the labour market: minimum offering of 108 apprenticeships. At least 83 of these places comply with the Labor Participation Act.	108⁶	Employees at a distance from the labour market: minimum offering of 107 apprenticeships. At least 83 of these places comply with the Labor Participation Act.	We offer long-term work for people at a distance to the labor market who meet the criteria of the Labour Participation Act. In addition, we also offer work experience placements, internships and other learning experiences for a broad target group. We will meet the requirements of the Dutch Labour Participation Quota Act by 2024.

This topic is explained in the online annual report along with the objectives and results.

1 The figure for electricity outage duration differs from the figure stated in the regulatory report, because interruptions in the high-voltage network (CBL assets) owned by Alliander are taken into consideration in the regulatory report.
2 The scope of the KPI comprises primary assets: low and medium voltage cables, gas pipes, distribution and power transformers, and legacy and smart electricity and gas meters.
3 In line with the method used in previous years, based on the percentages for recycled and recyclable indicated by our suppliers, the percentage is 44%. Based on a revised method for raw materials passports, the most likely percentage for Circular is 35%, however this method has a wide variance of between 10% and 80% recyclability in the case of some materials. See also the section on: ‘Circular operations’
4 No target is set for the Lost Time Incident Frequency (LTIF) performance indicator, because the number of accidents leading to sickness absence should be zero.
5 No employee satisfaction survey was conducted in 2020 due to the focus on the reorganisation and the COVID-19 crisis, which made performing a new survey difficult. More information can be found in the chapter about our employees
6 The figure for employees at a distance from the labour market comprises 78 employees working for us under the Dutch Participation Act and another 30 with a work experience placement.
7 The Risks chapter explains the risks in detail.

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Definition of KPIs

Connectivity matrix