Page 10 - AGL Sustainability Report 2011

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Introduction
AGL Energy Limited 8
Economic
Vision
Target FY2011
Performance FY2011
Target FY2012
Ongoing profitability
Industry-leading
earnings profile based
on sustainable business
practices.
Underlying profit:
$450-480
million
Underlying profit:
$431.1
million
Underlying profit:
$470-500
million
Sustainable growth
Solid credit rating
reflecting underlying
cash-flow potential.
Credit rating:
BBB
Credit rating:
BBB
Credit rating:
BBB
Sustainability blueprint
Customers
Vision
Target FY2011
Performance FY2011
Target FY2012
Customer experience
Top ranking energy
company for customer
satisfaction.
Establish new customer
satisfaction score and target.
Customer satisfaction score
established, monitored quarterly
and reported internally during
2011. Target established and
embedded within Operational
Scorecard.
Customer satisfaction score:
>major
competitors
Customers in hardship
Recognised industry
leader in customer
hardship policy.
Establish target for average
level of energy debt of
customers on Staying
Connected program.
Target established.
Average energy debt of Staying
Connected customers:
5%
decrease
Community
Vision
Target FY2011
Performance FY2011
Target FY2012
Community engagement
Best practice
local community
engagement.
Implementation of community
engagement plans:
100%
Implementation of community
engagement plans
1
:
100%
Improve community engagement
by implementing community
engagement plan actions:
100%
Community contribution
Social Return on
Investment measured
and at targets levels.
Employee Volunteering
participation rate:
15%
Employee Volunteering
participation rate:
20%
Employee Volunteering
participation rate:
25%