Sustainability Report 2020

About us

Safety

Total Lost Time Incident Frequency Rate (LTIFR) – Employees (>1 day)/100k hours

2016

0.11

2017

0.23

2018

0.36

2019

0.0

2020

0.11

We use the Lost Time Incident Frequency Rate (LTIFR) to track the number of employee accidents per 100,000 hours worked that result in a staff member needing to take more than one day off work.

Safety is one of our core values and is at the heart of everything we do. Our ‘Work Safe Home Safe’ employee safety programme has been in place since 2015 and we continue to work to improve our safety performance.

Safety

Average number of minutes it takes to respond to public reports of gas escapes.

2016

28

2017

28

2018

32

2019

27

2020

29

We measure how quickly we respond, on average, to reports of gas escapes as reported by the public. Our agreed metric with the CRU is to respond to 97% of reported escapes within the hour. In 2020, we achieved a 99.9% compliance rate.

This is a core safety metric. Maintaining these high-performance standards consistently over time shows how important this is to us.

Customer service

First contact resolution

2016

91%

2017

87%

2018

89%

2019

84%

2020

91%

We review a sample of our customer contacts each month across a range of different call types. A selection of calls are surveyed independently to validate the scores.

This measure tells us how often we are able to resolve a customer’s request on that first contact, without the need to get further information, escalate to the back office, create a complaint or follow up.

Growth

New connections cumulative 2016–2020

2016

23,866

2017

34,322

2018

46,161

2019

55,833

2020

60,438

We measure the increase in network utilisation as a result of new connections.

While we continue to see growth in new connections, the volume is primarily driven by industrial customers and businesses.

Capital expenditure

Capital expenditure (Capex - €m)

2016

125

2017

147

2018

145

2019

110

2020

112

We include infrastructure spend on plant, property, equipment and intangible assets.

Delivering capital programmes is central to our ability to develop and maintain our networks.

Cumulative operating efficiencies

Operating expense (Opex) efficiencies (€m)

2016

5.2

2017

9.1

2018

12.6

2019

17.2

2020

21.5

We drive efficiencies in how we deliver our services on an ongoing basis.

We hit our target of delivering efficiencies of €21.5m in the period 2016-2020.