Corporate Responsibility
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Key Performance Indicators and Metrics

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

Measuring Shared Success

Social Innovation Funding

Education
OBJECTIVE

Transform teaching and learning

FUNDING
METRICS
  • Increase student engagement in STEM
  • Foster technology prociency
  • Raise STEM achievement
Healthcare
OBJECTIVE

Deploy technology to assist chronic disease management

FUNDING
METRICS
  • Increase access to healthcare providers
  • Foster technology proficiency
  • Raise chronic disease management success rates
Sustainability
OBJECTIVE

Provide tools to foster energy efficiency

FUNDING
METRICS
  • Reduce energy consumption
  • Decrease vehicle fuel consumption
  • Lower carbon emissions
Employee Engagement
2012 MATCHING GIFTS
  • 22,048 participants
  • 451,039 volunteer hours
  • 46,686 employee gifts
  • $13.6 M matched by the Verizon Foundation
  • 14,547 organizations funded
HURRICANE SANDY RELIEF
  • $737,000 donated by employees
  • $1.4M matched by the Verizon Foundation
  • $1.7M in grants

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
  • Enhance “Privacy by Design” review processes in the development of new products and services enterprise-wide
  • Administer Verizon Code of Conduct training to reaffirm our commitment to the highest ethical standards.
  • Administer the Conflict of Interest Questionnaire to our leadership team and Supply Chain Services organization.
  • Continue to work with the Socially Responsible Investment (SRI) community to understand best practices in corporate responsibility reporting.
What We Did
  • Developed customer-focused privacy notifications and controls for new offerings; continued educating service-delivery teams about privacy issues to consider during product development.
  • Administered the training; completed by all active employees across the globe.
  • Administered the questionnaire; completed by all members of the leadership team and Supply Chain Services organization.
  • Engaged with SRIs to understand key performance indicators and added new supply chain and sustainability goals for 2013 (see Sustainability section for details).
What We’ll Do Next
  • Enhance the transparency of mobile application privacy policies and statements.

  • Reinforce our Code of Conduct to all employees through proactive communications and compliance training.

    Update our Supplier Code of Conduct.

  • Re-administer the Conflict of Interest Questionnaire to the leadership team and Supply Chain Services organization.
  • Update our Human Rights Statement and human rights risk-assessment process.
 

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
  • EDUCATION
    Create digital classrooms with high student achievement in science, technology, engineering and math (STEM) subjects.
     
     
     
     
     
     
     
     
     
     
     
     
     
  • HEALTHCARE

    Deliver innovative healthcare solutions through technology-based programs in mHealth, Remote Disease Management and Virtual Care.

    Address the disparities of access to healthcare services for underserved communities.
     

  • SUSTAINABILITY
    Launch philanthropic initiatives that emphasize smart energy management and increase sustainability awareness and education for underserved communities.
  • EMPLOYEE ENGAGEMENT
    Increase employee involvement in foundation social cause areas through volunteerism programs and events.
What We Did

  • Launched the Verizon Innovative Learning Schools (VILS) Program in 12 schools; funded training and purchase of mobile devices; 100+ teachers trained who will reach more than 6,400 students.

    Created the Verizon Innovative App Challenge. 471 student teams submitted mobile app concepts that address community problem.

    Expanded the Thinkfinity community to 64,000+ members; aligned Thinkfinity content to national education standards; updated our websites.


     
     
     
     

  • Formed a groundbreaking in-kind partnership to fund/equip four non-profit healthcare groups with new health information technology and patient education programs.

    Created a new framework that will measure the impact our health partnerships will have in improving access for those disproportionately affected by chronic diseases, i.e., women, children and seniors.

  • Funded programs that focus on energy-management education for underserved populations, such as the Neighbor Works Green Living Certification and the United Negro College Fund Energy Academy Programs.
  • Increased employee participation by 60% in these areas by introducing new programs and new ways of connecting with the Verizon Foundation.
What We’ll Do Next

  • Expand the VILS Program to an additional 12 schools.

    Publish findings on the impact of the VILS Program on student engagement and proficiency in STEM subjects.

    Launch a professional development program for teachers in higher education that focuses on integrating mobile devices in instruction.

    Select the 10 winning teams in the Verizon App Challenge.

    Expand the scope of Thinkfinity to include: online conferences; new resources for using mobile devices in the classroom; online demos by teachers on technology-based lessons.

  • Launch the Verizon healthcare partnership at 23 sites across the country; publish assessment of the program's impact on chronic disease management.
     
     
     
     
     
     
  • Launch a comprehensive energy-management effort for underserved areas that uses innovative technology and education tools to decrease energy consumption and carbon emissions.
     
  • Continue boosting employee participation in social causes; increase involvement of international workforce.
 
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
  • Conduct our biennial Viewpoints survey in 2012.
     
  • Enhance resources to address disparities in diabetes care and help employees better manage this condition.
  • Continue participation in the activities of the Health IT NOW Coalition that highlights the need for interoperable electronic health systems.
  • Continue collaboration with Catalyst for Payment Reform members to identify and coordinate workable solutions that help improve healthcare quality and reduce healthcare costs in the U.S.
What We Did
  • Received nearly 94,000 responses from employees worldwide in 2012.
  • Enhanced outreach to target more first-time diabetics to raise awareness on the importance of adhering to medication and screenings.
  • Participated in briefings with policymakers; provided input to coalition filings that urged increased adoption of technology in healthcare.
  • Opted not to join this coalition although we are supportive of the group’s mission and goals.
What We’ll Do Next
  • Conduct our biennial “Viewpoints” employee opinion survey in 2014.
  • Develop diabetes scorecard to help determine gaps in care protocols for employees, specifically disparities in care.
  • Continue to be an active participant in the HealthIT NOW Coalition, urging policymakers to address the need for interoperable systems in healthcare.
 
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)

2010
-
1.81
2011
-
2.20
2012
-
1.35

Accessibility

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
  • Introduce a screen reader application for Android smartphones.
  • Introduce a personal, mobile emergency response system.
  • Introduce the voicemail-to-text product.
     
  • Work with federal lawmakers and advocacy groups to shape the rulemaking for the new federal accessibility law.
  • Offer first-run, video-described movies as part of our growing video-on-demand library on FiOS-TV.
  • Include audio features in the FIOS-TV Interactive Media Guide.
What We Did
  • Introduced new app to customers via free software download.
  • Launched new SureResponse service in 3Q 2012.
     
  • Completed product testing and set go-to-market plans for 2013.
  • Actively participated in implementation sessions and briefings at the FCC.
     
  • Forged partnership with content providers to provide video-described movies on FiOS TV in early 2013.
  • Continued development of the technology.
     
What We’ll Do Next
  • Introduce new feature phones, smartphones and tablets with expanded accessibility features.
  • Expand awareness of SureResponse and introduce new features.
  • Release voicemail-to-text product in 3Q 2013.
     
  • Influence implementation of federal accessibility law.
     
     
  • Expand the library of video-described movies available for FiOS TV.
  • Introduce audio features in FiOS TV Interactive Media Guide in 2Q 2013.
 

Sustainability

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
  • Reduce our carbon intensity by an additional 10% (long-term goal: 50% reduction from 2009 baseline by 2020).
     
  • Continue progress toward our 2015 goal of 15% alternative-fueled vehicles in our fleet.
     
  • Engage 200 suppliers in Green Supplier surveys.
     
     
     
     
     
  • Make progress toward our goal of operating 250 “smart” buildings by 2015.
     
     
     
     
     
  • Publicize our energy position statement.
     
     
     
  • Formalize water savings strategy, implementation plan and success measurements.
  • Collect 1 million pounds of e-waste through community and employee recycling rallies.
What We Did
  • Reduced our carbon intensity by 10%.

  • Collaborated with VIA Motors to develop an extended-range, 100 mpg electric cargo van.

    Changes in the vehicle market have required we reset our target. New targets will be announced in 2013.

  • Received 200 responses from suppliers, providing data on their CO2 emissions, solid waste management, water usage, packaging, performance of sub-contractors.

    Data was used to establish a 2015 supply chain GHG goal (see “What we’ll do next”).

  • As of year-end 2012:
    1. 131 Verizon Wireless stores had earned LEED* certification.
    2. 116 Verizon retail stores had received the EPA’s Energy Star certification.
  • Supported an update of the GeSI SMARTer2020 report, which details the critical role of broadband technology in driving sustainability (http://gesi.org/SMARTer2020).
  • Reset as a 2013 objective.
  • Collected 1,129,257 lbs. from Sept. 2009 through 2012.
What We’ll Do Next

  • Continue to reduce our carbon intensity in pursuit of our 2020 goal.

    Implement 10MW of green energy by 2014.

    Develop a new metric to measure the efficiency of Verizon’s fleet.

    Expand GHG category reporting to include a major Scope 3 category, business travel.

    Establish processes 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.

    Modify accessory packaging to only use content that is recycled or comes from responsible sources by 2013.

    Increase the “device recycling rate”^ to 33% by 2015.

    Make progress on our established long-term sustainability goals:

    1. Reduce our carbon intensity 50% by 2020 (2009 baseline).
    2. Collect more than 2 million pounds of e-waste by 2015.
    3. Expand the Verizon Green Team to 15,000 members by 2014.

    Formalize water savings strategy, implementation plan and success measurements (carried over from 2012).

 

* 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*

(tons)

2010
- 162.2
1,263.98
2011
- 101.4
929.61
2012
- 88.4
576.20
  • 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

(tons)

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