Corporate Responsibility

Measuring Our Performance

We track both the business and social value of our efforts to be responsible corporate citizens.

See how we performed versus plan, and our next steps, via the tabs below.

Ethics & Governance

We operate our business with the highest level of integrity and accountability, using the Verizon Credo to guide our actions every day.

What We Said We'd Do
What We Did
What We'll Do Next
Readminister the Conflict of Interest Questionnaire (C01Q) to the leadership team and Supply Chain Services organization. The COIQ was administered to 100% of the leadership team and Supply Chain Services organization.

Readminister the COIQ in 2014 for the leadership team and Supply Chain Services organization.

Enhance the processes that protect personal data when data that originates in the European Union is transferred outside of Europe.

Implement mandatory Code of Conduct training for all employees globally and continue proactive awareness communications.

Participate on the Joint Audit Cooperation (JAC) Leadership Assembly and Operational Board; fund and manage a number of on-site supplier audits in 2014.

We will continue to review our Human Rights policies to determine if any changes are appropriate.

Enhance the transparency of mobile application privacy policies and statements.
  • Included privacy policy links in app store descriptions and within additional Verizon mobile applications.
  • Created privacy policy statements for applications that collect new data or are using data in new ways.
Reinforce our Code of Conduct to all employees through proactive communications and compliance training. Published a series of communications online and in company publications focused on business ethics and our Code of Conduct.
Update our Supplier Code of Conduct. Amended our Supplier Code of Conduct in 2013 so it explicitly protects freedom of association and explicitly prohibits child labor and forced labor.
Review our Human Rights Statement and human rights risk-assessment process. Our Human Rights Statement and human rights risk-assessment process were reviewed and strengthened through adjustments to other related policies in 2013.

Community Impact

We’re using philanthropy to find innovative solutions to the issues that matter to our communities and open our eyes to opportunity.

What We Said We'd Do What We Did What We'll Do Next
Expand the Verizon Innovative Learning Schools (VILS) program to an additional 12 schools. Expanded VILS to an additional 12 underserved schools across the country.

Expand VILS to an additional eight underserved schools; publish updated reports on the impact of VILS on student achievement in STEM.

Expand the UTeach professional development program to an additional four universities.

Select and train another 24 regional and national winning teams in the next App Challenge. Launch afterschool app development programs for underserved students.

Transition Thinkfinity into a mobile learning technology and professional development platform, and create a virtual teacher training course.

Publish findings on the impact of the VILS program on student engagement and proficiency in science, technology, engineering and math (STEM). Published report on the impact of VILS on student engagement and proficiency in STEM.
Launch a professional development program for teachers in higher education that focuses on integrating mobile devices in instruction. Formed an in-kind partnership with UTeach to fund and equip four universities with new mobile learning technology and professional development.
Select the 10 winning teams in the Verizon App Challenge. Selected and trained the 10 winning teams on app development; launched nine completed apps in Google Play.
Expand the scope of Thinkfinity to include online conferences, new resources for using mobile devices in the classroom and online demos by teachers on technology-based lessons. Expanded Thinkfinity to includ e 40+ mobile learning resources.
What We Said We'd Do What We Did What We'll Do Next
Launch the Verizon healthcare partnership at 23 sites across the country; publish assessment of the program's impact on chronic disease management. Launched four national healthcare partnerships at 10 sites with nonprofit organizations focused on children, women, seniors and community health. Program assessments pending. Continue launching healthcare partnership sites across the country with national nonprofits. Publish program impacts on health outcomes.
Energy Management
What We Said We'd Do What We Did What We'll Do Next
Launch a comprehensive energy management effort for underserved areas that uses innovative technology and education tools to decrease energy consumption and carbon emissions. Launched the Smart Solutions for Affordable Housing Program energy usage study in Austin, Tex.. with Pecan Street, Inc. (see page XX). Complete the energy research study in Austin; track energy consumption for all participants; achieve lower energy consumption for 25% of participants within the first year.

Key Performance Indicators
Investing in Our Communities*

($ in Billions)

Cash Payment 2012 2011 2010
Capital Investment $16.2 $16.2 $16.5
Income and Other Taxes Paid, Net of Refunds $3.4 $4.0 $3.8
Salaries & Wages $14.6 $15.4 $15.3
Purchase from Diverse suppliers $5.3 $3.8 $3.8
Dividends to Shareowners $5.2 $5.6 $5.4
Pension and Other Retirement Payments $4.5 $4.3 $3.7

*We have reclassified certain prior year amounts to conform to the current year.

Employee Hours Volunteered Per Year
2010 - 733,806
2011 - 674,207
2012 - 451,000
Overall Spending with Diverse Suppliers (in $ Billions)
2010 - 3.8
2011 - 3.8
2012 - 5.26

Empowering Employees

We offer challenging work, the opportunity to build a great career and an environment that respects individuality.

What We Said We'd Do
What We Did
What We'll Do Next
Share our 2012 Viewpoints" employee opinion survey results with employees; identify opportunities for improvement. Communicated "Viewpoints" results to all employees and generated customized reports for units to develop action plans: conducted 2013 Performance Pulse Survey to ensure employees received performance reviews and have performance objectives; and cross-analyzed all data to identify engagement gaps to improve performance.

Conduct our biennial "Viewpoints' employee opinion survey in 2014 and a 2014 Performance Pulse Survey.

Implement new programs to help detect pre-diabetic conditions and manage the condition.

Work with Congressional leaders to improve the ability of healthcare providers to share data; introduce specific dates for this interoperability into pending legislation.

Develop diabetes scorecard to help determine gaps in care protocols for employees, specifically disparities in care. Diabetes scorecard identified gaps in testing, medication adherence and program participation.
Continue participation in the activities of the Health IT NOW Coalition which focuses on the need for interoperable electronic health systems. Health IT NOW worked with Congress to address barriers to further deploy telemedicine services for consumers. Legislation has been introduced to allow Medicare doctors to treat Medicare beneficiaries via telemedicine across state lines without requiring separate state licenses. The coalition also worked to advance interoperability for health information technology systems as well as to reduce barriers for providers to adopt interoperable systems.

Key Performance Indicators
Employee Training
2010 - 47.8
2011 - 44.1
2012 - 44.6
Verizon Tuition Assistance Programs
Year Participants Expenditures
2010 31,741 $114 million
2011 27,232 $127 million
2012 23,302 $98.6 million
Occupational Injuries & Illnesses Rate

(per 100 employees)



We embrace a set of Universal Design Principles to make all of our technology accessible to the broadest possible range of users.

What We Said We'd Do
What We Did
What We'll Do Next
Introduce new feature phones. smartphones and tablets with expanded accessibility features. Launched new handsets and tablets that incorporate accessibility features.

Introduce a suite of applications for the Droid platform designed for seniors and people with disabilities (Visus).

Expand outreach of SureResponse to new venues, including social media outlets.

Release voicemail-to-text product in 2014 in conjunction with launch of Voice over LTE (VoLTE) product.

Continue working with stakeholders as the final stages of the federal accessibility law are implemented.

Expand the library of video-described movie offerings.

Evaluate the audio features product for inclusion in the FiOS TV Interactive Media Guide

Expand awareness of SureResponse and introduce new features. Featured SureResponse at a series of conferences via presentations and demonstrations.
Release voicemail-to-text product in 3Q2013. This product remains in development. Launch is planned to be in conjunction with 2014 release of Voiceover LTE (VoLTE).
Influence implementation of federal accessibility law. Actively participated in rulemakings and workshops working with FCC and disability groups.
Expand the library of video-described movies available for FiOS TV. Became the first video service provider to include first-run video-described movies on the video-on-demand menu.
Introduce audio features in FiOS TV Interactive Media Guide in 202013. This product remains in development.


We are committed to minimizing our environmental impact and to finding sustainable solutions for customers that speed the transition to a low-carbon economy.

What We Said We'd Do
What We Did
What We'll Do Next
Make progress on our established long-term sustainability goals:
  • Reduce our carbon intensity 50% by 2020 ('09 baseline).
  • Collect more than 2 million pounds of e-waste by the end of 2015.
  • Expand the Verizon Green Team to 15,000 members by the end of 2014.
  • Recruited 13,602 Verizon Green Team members by the end of 2013.
  • Nearly 1.5 million pounds of e-waste has been collected since 2010.
  • Launched a wireless sustainability council to set internal sustainability goals. The council is a working group that meets monthly to track progress on goals and to share best practices.

Pursue long-term sustainability goals:

  • Reduce carbon intensity 3% year over year (2014 vs. 2013).
  • Implement additional on-site green energy to reach 20MW online by year-end 2014.
  • Enroll 15,000 employees in our Green Team by the end of 2014.
  • By the end of 2015 ensure 55% of our supplier spending will be with firms that set targets for reducing their carbon emissions.
  • Collect 2 million pounds of e-waste by the end of 2015.
  • Recycle 90 million pounds of Verizon assets between 2014-2016.
  • Set a new goal to achieve a device recycling rate of 35% by the end of 2015.

Launch a National Employee Device Recycling event.

Earn additional LEED certification for retail stores, with the goal of 225 stores certified by 2015.

Pursue ENERGY STAR certification at all eligible Verizon Wireless stores.

Conduct environmental assessments on 50% of the vendors who supply us with mobile device accessories.

Compile data on the environmental impact of packaging for smartphones, tablets, basic phones, jetpacks, connected devices and home service devices.

Continue to report the use of recycled paper content or paper content from responsible sources for all Verizon-branded accessory packaging.

Reduce the environmental impact of packaging for prepaid mobile devices by 10%; label all this packaging with internationally recognized symbols to promote recycling ensure finishes on these packaging elements contain less than 10% VOC (volatile organic compound); include a measure of the amount of recycled or certified paper products in the packaging and inbox collateral.

Include Eco Specs data on all wireless devices sold online.

Evaluate the entire wireless device portfolio for UL environmental certification.

Implement 10MW of renewable energy by 2014. By year-end 12.4MW of fuel cells and solar were implemented, with another 2.6MW near completion.
Expand energy usage reporting to include a major Scope 3 category, business travel. Completed. Energy usage data for 2013 includes business travel.
Establish systems that support our goal of ensuring 40% of our supplier spending by 2015 will be with firms that measure and set targets to reduce their carbon emissions. By year-end, more than 50% of our supplier spending was with firms that have established public goals to reduce carbon emissions.
Modify all Verizon-branded accessory packaging to only use content that is recycled or comes from responsible sources by 2013. Modified all Verizon-branded accessory packaging to only use paper content that is recycled or comes from responsible sources. Reduced packaging volume size up to as much as 91%. All inks used for this packaging are now soy-based.

Increase the device recycling rate* to 33% by the end of 2015.

*% devices collected per devices sold/upgraded.

Achieved a 33% device recycling rate by year-end.
Formalize water savings strategy, implementation plan and success measurements. Continued partnership with Environmental Defense Fund Climate Corps to build a program to reduce water usage in buildings. Projects will be evaluated by financial and environmental impact.

* The U.S. Green Building Council’s Leadership in Energy & Environmental Design program.
^ Devices collected per devices sold/upgraded

Key Performance Indicators

Verizon’s Energy Efficiency Results
2009 2010 2011 2012 % change
Terabyte throughput 67.87 million 78.65 million 88.59 million 102.27 million 50.68%
Electricity (kWh) 10.27 billion 10.24 billion 10.00 billion 10.47 billion 1.90%
CO2 (metric tons) 6.20 million 6.06 million 5.64 million 5.86 million (5.56)%
Kilowatt hour/Terabyte* 151.71 130.27 112.84 102.33 (32.55)%
CO2/Terabyte* 0.09158 0.07716 0.06369 0.05726 (37.48)%
(*monthly average)
Verizon’s 2012 CO2 Emissions Profile

(in metric tons)

2010 2011 2012
CO2 (metric tons) % of Total Emissions CO2 (metric tons) % of Total Emissions CO2 (metric tons) % of Total Emissions
Vehicle fuels 430,959 7.11% 381,413 6.76% 387,723 6.62%
Building and other fuels 204,776 3.38% 199,859 3.54% 125,081 2.14%
Electricity 5,426,863 89.51% 5,061,414 89.79% 5,342,766 91.24%
Total 6,062,598 100% 5,642,686 100% 5,855,570 100%
Emissions by Scope

(in metric tons)

2011 2012 Percent Change
Scope 1 581,272 512,804 (11.8%)
Scope 2 5,061,414 5,342,766 5.6%
Total Scope 1 & 2 5,642,686 5,855,570 3.8%
Scope 3 – business travel n/a 54,172
Alternative Vehicle Profile
  2010 2011 2012
Biofuel 370 730 435
CNG 513 514 514
Electric -- 10 10
Hybrid 1,007 1,303 1,267
SmartWay Logistics 12 12 12
Total Green Vehicles 1,902 2,569 2,238
Verizon HopeLine – The Green Life Cycle of Our Phones

Verizon’s HopeLine program recycles and refurbishes no-longer used cell phones and accessories to help survivors and victims of domestic violence. The used gear is collected either by mail via our website, at our retail stores or through community rallies.

In 2012, Verizon Wireless’s Device Recycling Rate — the number of devices collected for recycling or repurposing per the total number of devices sold/upgraded — was 28 percent. Our long-term goal is to boost that percentage to 33 percent by 2015.

Our device recycling program allows customers to trade-in phones, tablets, and other wireless devices — regardless of when or where they were purchased — at our stores or online for a Verizon Wireless gift card that they can use toward a purchase or to pay their bill. Customers can also donate any of the proceeds to HopeLine and help victims of domestic violence. In 2012, the first year of the trade-in program, nearly 2 million mobile devices were collected.

Our line-up of phones includes four phones with green features: Samsung’s Intensity III, LG’s Cosmos Touch and Extravert, and the Motorola Citrus.

Verizon Wireless also participates in Call2Recycle to help ensure that spent rechargeable batteries do not end up in landfills and the solid waste stream.

HopeLine Metrics
2010 2011 2012
Phones collected 1.1 million 1.04 million 1.04 million
Phones refurbished 955,000 930,000 834,000
Phones recycled 147,000 113,000 407,000
Phones donated to shelters 25,000 29,000 28,000
Cash donated from HopeLine funds $2.18 million $4.2 million $3.77 million
Note: The reason for the variance between refurbished and recycled is because near the end of 2011 VZ switched vendors (noted in 2011 report). The previous vendor scanned and counted only phones that were refurbished. Our new vendor scans every device and tracks both recycled and refurbished phones.
Telecommunications Equipment Recycling

(thousands of tons)

2010 - 26.4
2011 - 20.5
2012 - 15.168
Cell Phone Battery and Accessories Recycling & Reclamation*


- 162.2
- 101.4
- 88.4
  • Total Battery Weight
  • Accessories
* The decrease in battery recycling is due to a decrease in the number of phones with removal batteries. Recycling of smartphones with integrated batteries are managed through our trade-in program. The volume of accessories has declined due to the introduction of universal chargers and other reusable accessories.
Paper and Cardboard Recycling

(thousands of tons)

2010 - 25.4
2011 - 35.6
2012 - 22.2
Lead Acid Batteries Recycling


2010 - n/a
2011 - n/a
2012 - 2,456
Environmental Notices
2010 - 42
2011 - 30
2012 - 58
Follow Us