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Explanation of stakeholder interaction and materiality

Recipe for an Impact Report

Topics that are relevant to us and our stakeholders. We will report on those in this Impact Report. In order to determine what those topics should be, we consult a large number of sources. We assess the expectations of our internal and external stakeholders, review our strategic pillars and examine the social developments that may affect our organisation.

In order to do this, we make use of external surveys, media and political scans, issue analyses, individual interviews and Heartbeat: our employee satisfaction survey. We also look at the GRI guidelines, our reputation surveys, business risks, trend analyses, market developments and factors that have an effect on trust and reputation. All these sources produce what we consider to be the most material topics. Together, they form the basis for our Impact Report.

In 2021, we asked our internal and external stakeholders to prioritise the material topics. As our list of stakeholders shows, a total of 215 stakeholders contributed to this analysis. Our Senior Leadership Team (SLT) and Senior Management Team (SMT) subsequently approved the findings, as a result of which they bear responsibility for actions and achievements with regard to these material topics. Our progress and our policy with regard to the material topics is evaluated each year, based on the results we have achieved. If this gives us reason to modify our approach or our policy, we will include this in the relevant chapters of our report.

What are our material topics?

Below you will find – in alphabetical order – the material topics that will be discussed in this Impact Report:

Circular economy: Working on an economy in which used products are given a new lease of life, raw materials are recycled and products are used longer.

Data security of our customers: Protecting customers, consumers and companies against (cyber)crime.

Digital inclusion for everyone: Ensuring that the whole of the Netherlands can join us in the digital society, in a responsible way, by helping people to learn digital skills.

Diversity and an inclusive culture: A diverse and inclusive working environment that is a reflection of society and is a place where everyone feels at home and safe.

Electromagnetic radiation: Providing transparency and communicating openly about the possible health effects of electromagnetic radiation.

Energy consumption and CO2 emissions: Actively reducing energy consumption and the CO2 emissions as a result of the business activities of VodafoneZiggo.

Ethical working: Working in a responsible, fair and ethical manner.

Financial performance: Striving to achieve a healthy and robust financial performance in order to be able to keep creating value for all our stakeholders in the long term.

Governance and legislation and regulations: Responsible and effective governance in the long term and complying with legislation and regulations.

Innovative products and services: Offering innovative products and services that connect people, help them move forward and enable them to participate in society.

Privacy of our customers: Protecting our customers’ personal data (and handling it in a responsible way).

Putting the customer first: Putting customers first by listening to them and improving and developing existing and new products and services.

Reliable and future-proof network: Working on a reliable, innovative and future-proof network that is available to everyone.

Responsible and ethical chain management: Working on a fair, ethical and responsible purchasing and sales chain.

Responsible employer: Supporting employees with their personal development by means of training courses, individual guidance and attractive terms and conditions of employment.

Social partnerships: We are collaborating with (and supporting) organisations that focus on promoting digital and social inclusion.

Technological solutions for society: Offering products and services that contribute to a society that is safer, more efficient, healthier, more digital and cleaner.

Transforming into a digital organisation: Working on an agile, flexible organisation that is prepared for the digital future.

Who are our stakeholders?

From individuals to companies, and from institutions to the government. VodafoneZiggo makes communication possible for society as a whole. We view anyone who is affected by our actions, or has an influence on us, as our stakeholder. As one of the largest telecommunications providers in the Netherlands, we have an important function in society. That is why we stay in constant contact with our stakeholders. We want to know what’s going on in the world and what role they envision for VodafoneZiggo in that regard. Their insights serve as valuable input for our strategic choices. In the stakeholder table below, we provide insight into the dialogues that we held with our stakeholders in 2021, the frequency of those discussions and the topics that came to the fore. You can also read how we responded to this as an organisation.

Stakeholder group   

How we enter into discussion   

Topics and issues 2021

Our response   

Link to material topic   

Customers  

1. Reputational research (on a quarterly basis);
2. NPS measurements (monthly);
3. Workshops with customers to gain an effective understanding of the needs, wishes and experiences of the customer (ongoing);
4. Vodafone & Ziggo Community (ongoing);

1. Improved customer experience and customer loyalty;
2. Improved customer journeys;
3. Connectivity: constantly connected any time and anywhere with our fixed and mobile network;
4. Improved Wi-Fi coverage;
5. Content;
6. Improved viewing experience
7. Digital transformation;

1. Investment in digital infrastructure;
2. Further roll-out of our GigaNet (5G on mobile and DOCSIS 3.1 in our fixed network);   
3. Internet of Things solutions
4. SmartWifi modem update and launch of SmartWifi pods for optimisation of the Wi-Fi network;

1. Data security of our customers;
2. Putting the customer first;
3. Digital inclusion for everyone;
4. Electromagnetic radiation;  
5. Social partnerships;  
6. Privacy of our customers;
7. Technological solutions for society  

Employees  

1. Heartbeat survey (three times a year);
2. All Hands sessions (on a quarterly basis);
3. Joint participation in voluntary activities (ongoing);
4. Onboarding of new colleagues (monthly);
5. Works Council (ongoing);
6. Update from the CEO on the intranet (monthly);  

1. Home-based working and hybrid working;
2. Health and wellbeing of employees;
3. Digital transformation;
4. A safe and COVID-19-safe working
environment for all employees;
5. Leadership based on our leadership
profile;
6. Maximising internal mobility
with continuous support for
personal development;
7. Focus on future skills and capabilities,
rationalisation and standardisation;
8. A future-proof organisational structure
with scope for diversity, equity and inclusivity;

1. We have developed a blueprint for hybrid working both during and after the coronavirus crisis;
2. Create a safe and digital
working environment, with
a focus on the psychological
and mental wellbeing of
our employees;
3. Continually invest
and develop our
employees by means of an extensive
digital learning platform;
4. Active Diversity, Equity and Inclusion policy;

1. Diversity and an inclusive culture;
2. Transforming into a digital organisation;
3. A responsible employer  

Government (including politics, ministries and regulators)  

1. Regular consultation with the Board of Directors and all other levels within the organisation on a variety of topics (ongoing);
2. Contact with relevant parties and organisations at various times, both within and outside the legislative process, about matters that affect VodafoneZiggo (whenever relevant);
3. Contribute by actively participating in consultations in various areas (such as on the topic of rules regarding an investment obligation in Dutch content) (occasionally);
4. Organising working visits and information sessions with professional stakeholders to engage in dialogue on material topics of importance (occasionally);
5. Contributing to roundtable discussions and expert sessions (occasionally);  

1. Increase in the usage of our networks as a result of the coronavirus;
2. Digital inclusion;
3. Hybrid working;
4. The security and integrity of our networks;
5. Green and digital transitions;  
6. Preventing non-compliance;
7. Cybersecurity;
8. Roll-out of fixed and mobile networks;

1. We are continuing to provide our input with regard to policy proposals and are continuing our efforts to remain compliant with the latest legislation and regulations;
2. Where possible, we will continue to share our constructive insights with stakeholders within government;   

1. Circular economy;
2. Data security of our customers;
3. Digital inclusion for everyone;
4. Electromagnetic radiation; 
5. Energy consumption and CO2 emissions;  
6. Ethical working;
7. Governance and legislation and regulations;  
8. Innovative products and services;  
9. Privacy of our customers;   

Industry (including sector-specific and trade organisations)  

1. Regular contact via sector organisations (for example NLdigital, VNO-NCW, Monet) (ongoing)
2. Participation in platform discussions (occasionally);

1. Interoperability;
2. Digital inclusion;
3. Digital wellbeing;   

1. We are continuing to collaborate constructively with the sectoral and trade organisations to coordinate issues associated with interoperability, etc.;
2. Where necessary, we will pull together as a telecommunications sector with regard to policy changes affecting the telecommunications sector;   
3. We work closely with the ACM
in the area of compliance,
incidents and potentially
differing conceptions about the
interpretation of the law;
4. We collaborate with local
government to identify the best
way in which to roll out our
networks in their territory;

1. Circular economy;
2. Data security of our customers; 
3. Digital inclusion for everyone;
4. Electromagnetic radiation;
5. Energy consumption and CO2 emissions;  
6. Ethical working;  
7. Governance and legislation and regulations;  
8. Innovative products and services;  
9. Privacy of our customers;   

Society  

1. We strive to build (varying, sometimes temporary) alliances to put problems on the agenda, solve them and/or to influence policy. Examples of this include the Alliantie Digitaal Samenleven (Digital Society Alliance), which sets out to enable people to participate in the (digital) society (occasionally); 
2. We organise events in collaboration with external partners (occasionally);
3. Partner of a wide range of social organisations (e.g. Netwerk mediawijsheid (Media Literacy Network), ECP, JHINC and VHTO) (ongoing); 

1. Digital inclusion;
2. Green and digital transitions;  

1. We have developed and shared a blueprint for hybrid working both during and after the coronavirus crisis;
2. By means of our People Plant Progress programme, we are focusing on improving society in areas such as digital inclusion, digital wellbeing and CO2 reduction.  

1. Circular economy;
2. Data security of our customers;
3. Digital inclusion for everyone;
4. Electromagnetic radiation;
5. Energy consumption and CO2 emissions;  
6. Ethical working;
7. Governance and legislation and regulations;  
8. Innovative products and services;  
9. Privacy of our customers;   

Investors community

1. We collaborate on different levels (from the Board of Directors to operational management) with our parent companies and (foreign) colleagues (ongoing);
2. Publication of financial results and informing parties such as the media and analysts about them (quarterly);
3. Attending conferences several times a year, where analysts can speak with our senior management (2 to 3 times a year);
4. Every year, we organise an office day, on which our senior management provide a business and strategy update to various stakeholders (every 2 to 3 years);
5. Responding to (basic) questions from analysts/the media about VodafoneZiggo and responding to requests to the CFO (ongoing);   

1. Market developments;
2. Economic developments;
3. Position of competitors;
4. Roll-out of (new) networks, such as DOCSIS 3.1 and 5G;
5. Sustainable bonds;
6. Regulation (risks);  

1. Clarifying our strategy, GigaNet and financial expectations to the outside world;  
2. Sustainable bond loans issued to a total value of €2.1 billion;
3. Linking climate ambitions directly to our financing strategy;

1. Reliable and future-proof network;
2. Circular economy;  
3. Putting the customer first;
4. Digital inclusion for everyone; 
5. Energy consumption and CO2 emissions; 
6. Ethical working;
7. Financial performance;  
8. Governance and legislation and regulations; 
9. Innovative products and services;   
10. Social partnerships; 
11. Privacy of our customers; 
12. Transforming into a digital organisation

Suppliers  

1. Performance promo planning calls (fortnightly);
2. Evaluation meetings (on a quarterly basis);
3. Meeting at Board level (a few times a year)
4. Board meetings (1 to 2 a year);  

1. 5G;
2. Demand and supply changes due to the coronavirus;
3. The impact of the coronavirus on security of delivery within the supply chain;
4. Portfolio changes as a result of the coronavirus;
5. The shift from physical sales to digital sales as a result of the coronavirus;  
6. Working on the sustainable improvement of our entire organisation, operation and chain;

1. Due to our constructive relationship with our suppliers and the high frequency of meetings, solutions were found in good time before unforeseen situations occurred;  
2. Together with our suppliers,
we are implementing sustainable
solutions that result in
cost reductions, along with
reductions in energy and
material usage.
3. Partnership with EcoVadis to carry out supplier audits This an evaluation of how well has incorporated the principles of CSR within its operations and management system.
The evaluation forms part of our tendering procedure. The application criteria are subdivided into four themes: environment, work and human rights (Employee Safety & Health, Working Conditions, Social Dialogue, Child Labour, Forced Labour and Human Trafficking, Diversity, Discrimination and External Stakeholders, Human Rights, Ethics & Sustainable Purchasing).

1. Circular economy;  
2. Data security of our customers;
3. Putting the customer first;
4. Electromagnetic radiation; 
5. Ethical working;
6. Governance and legislation and regulations;  
7. Privacy of our customers;

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