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Corporate Report Metro De Madrid 2020

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Corporate Report METRO DE MADRID 20 19 Metro de Madrid, sustainable movement PRESENTATION NON-FINANCIAL INFORMATION STATEMENT 2019 MANAGEMENT ANNUAL ACCOUNTS METRO DE MADRID 2019 CORPORATE REPORT Promoting sustainable mobility 4. Ethical management and responsible 6.5.2. Respect and protection Ángel Garrido, Chairman of Metro de Madrid practices 80 of biodiversity 175 6.5.3. Waste management 176 Metro, the driver for environmental 4.1. Compliance system 81 6.5.4. Environmental training transformation in the Community of Madrid 4.2. Transparency 83 and awareness 178 Silvia Roldán, CEO of Metro de Madrid 4.3. Internal control model 84 6.5.5. Emissions into the atmosphere 178 4.4. Supply chain 85 6.5.6. Noise pollution 183 I. Non-financial information 9 6.6. Social commitment 183 5. HR Management 90 6.6.1. The contribution to society 1. Get to know Metro de Madrid 10 5.1. Working environment and conditions 91 through the Social Line 184 1.1. What is Metro de Madrid 11 5.2. Social dialogue 115 6.6.2. The Metro Museums: Andén Cero 185 1.2. Metro at a glance 14 5.3. Motivating and involving employees 116 6.6.3. Promoting the service 5.4. Towards cultural transformation 119 to future users 189 2. Metro de Madrid in 2019 16 6.6.4. The Metro brand and space 189 6. Providing a public service 121 2.1. A Metro 100 years younger 18 7. About the non-financial information 191 2.2. New record passenger numbers 20 6.1. Management efficiency 125 2.3. Economic results 24 6.2. Innovation and digital transformation 127 8. Contents of the law and GRI tables 194 2.4. The management of asbestos 29 6.3. Quality service for everyone 132 6.3.1. Customer-oriented service 134 9. Verification of the non-financial 3. Strategy and business model 35 6.3.2. Service adapted to demand 140 6.3.3. Improving customer experience 149 information statement 220 3.1. Metro and its surroundings 37 6.3.4. Support to facilitate autonomy 163 3.2. Strategic approach 38 6.3.5. Value-added servicies 165 II. 2019 Management 230 3.3. Sustainable and inclusive 6.4. Safer and more accessible transport model 40 facilities 166 1. Management report 231 3.3.1. Corporate Responsibility 6.4.1. Accessibility and remodelling at Metro 43 of stations 166 III. Annual accounts for 2019 238 3.4. Metro’s relationship with its 6.4.2. Maintenance of facilities 168 stakeholders 51 6.4.3. Railway and operational safety 170 1. Annual accounts 239 3.5. Risk management 65 6.5. Environmental responsibility 172 3.6. Decision-making 69 6.5.1. Responsible management 2. Verification report 334 3.6.1. Governing bodies 69 of resources 173 3 Metro de Madrid, sustainable movement Corporate Report 2019 METRO’S FINANCIAL AND NON-FINANCIAL INFORMATION "Metro de Madrid, sustainable movement" offers an overview of the company’s performance in 2019, including both financial and non-financial information. This report provides data on the activity and the environment, including the approach to meeting the challenges of sustainability and the contribution of Metro’s service provision to sustainable development, as well as performance in labour, social, environmental and governance matters, as required by Law 11/2018 of 28 December on non-financial information and diversity.1 The document is intended to be a source of information for those wishing to know more about the company and is made up of two blocks: the Non-Financial Information Statement, prepared in accordance with GRI Standards2 and verified by an external company; and the financial information made up of the Management Report and the Annual Accounts, audited by an independent auditor. 1 Law 11/2018 of 28 December amending the Commercial Code, the revised text of the Companies Act approved by Royal Legislative Decree 1/2010 of 2 July and Law 22/2015 of 20 July on the Auditing of Accounts, in the area of non-financial information and diversity. 2 The most up-to-date version of the Global Reporting Initiative (GRI), an internationally recognised standard for the presentation of non-financial information and sustainability reports. 4 PRESENTATION NON-FINANCIAL INFORMATION STATEMENT 2019 MANAGEMENT ANNUAL ACCOUNTS Promoting sustainable mobility To talk about the Metro is to talk about the Community of Madrid and the day-to-day life of its citizens and visitors. It is more than just a means of transport, it connects us and communicates, and in 2019, it will be one hundred years old. Metro de Madrid ended its one hundredth year with a long list of milestones: it carried more than 677 million passen- gers, setting a new record and becoming the third year with the highest demand in the company’s history; it also closed 2019 with a profit of 62.19 million euros, the third consecuti- ve year of profits, reducing the company’s debt, with a debt/ ebitda ratio of 3.8 and an improvement in the company’s credit rating. With this and a hundred years’ experience, Metro faces 2020 with the commitment to work to maintain and improve service quality and contribute to the creation of a public transport culture, where the Metro will continue to be the public trans- port system of choice and the driving force behind sustainable mobility in the Region of Madrid. The Regional Ministry that I head has included the word "mobility" along with word "transport" to underline the idea of a public service that is closely related to the quality of life and the care of a basic need. 5 PRESENTATION NON-FINANCIAL INFORMATION STATEMENT 2019 MANAGEMENT ANNUAL ACCOUNTS We are continuously on the move, sometimes out of ne- Metro’s tunnels draw a series of lines that lead us to whe- cessity, and at others for the simple pleasure of meeting re we want to go. This has been the case for a century, a friend, visiting a new shop or for a walk in a park. There in which one line has become twelve and one branch, are more of us and that is why it is essential to promote three kilometres to almost 300, and eight stations to 302. public transport, make it more competitive and en- It has grown with us, it has also made us grow and it courage its use with new stations, more frequent trains, is to continue growing in an unstoppable "Big Bang" of greater punctuality and better interconnections. tunnels, tracks and trains. The 100 new drivers already with us will be joined by All these projects and challenges that we want to make another 345, which will make it possible to reach another reality would not be possible without the professiona- historic figure by exceeding the number of staff we had lism, effort and dedication of more than 7,100 people in 2011. We will have 67 new trains, costing around 700 who, with a great vocation for service, attend to and million euros, which will be in use from 2023 to replace respond to the mobility needs of more than 2.3 million the oldest ones, as well as covering the planned future passengers who use the Metro de Madrid network every expansions, of which we would like to highlight Line 3 day, a network with one hundred years of experience and to El Casar and Line 11, which will extend to Conde de a very promising future. Casal with two new stations. At the same time, we continue promoting the use of Ángel Garrido the public transport network with measures such as Chairman of Metro de Madrid reducing the price of transport passes for over-65s or transport passes being valid in all areas of the Communi- ty at weekends and on public holidays. Another of the major commitments made by this Regio- nal Ministry will be implemented in 2020 is the extension of Metro’s opening hours by one more hour in order to gradually achieve Metro being open 24 hours at wee- kends in 2023. 6 PRESENTATION NON-FINANCIAL INFORMATION STATEMENT 2019 MANAGEMENT ANNUAL ACCOUNTS Metro, the driver for environmental transformation in the Community of Madrid 2019 was a particularly significant year for Metro de forgetting our contribution to the fight against climate Madrid, not only because of celebrating its first hundred change (SDG 13) and to reducing inequality (SDG 10). years, but also because of the increase in the number of passengers, the positive financial results, the reduc- Our priorities, in the short and medium term, are to be tion in debt and the promotion and development of the benchmark for sustainable public transport large-scale projects that have enabled us to fulfil the and the backbone of multimodal mobility; efficiency public service commitment we made to the people in the use and management of resources; continuous of Madrid. improvement and technological innovation, and to offer intelligent and personalised mobility, favouring accessi- Coinciding with the fulfilment of these milestones, it bility, inclusion and autonomy in the use of the network. should be noted that in 2019 the company carried out a strategic review in which, for the first time, direct refe- We are promoting projects that have allowed us to rence was made to the contribution to sustainable reduce electricity use by 25% and for 24% of development, which is a priority for Metro and which the water used for cleaning trains coming from our we also pass on to our suppliers. own recyclers, considerably reducing the use of this natural resource. As signatories and partners of the United Nations Global Compact, an initiative with which we renew our 95% of the waste we generate is recovered and all agreement, we have a clear commitment to its Ten Prin- of it is managed in the Community of Madrid, with the ciples and to the achievement of the 17 Sustainable consequent savings in atmospheric emissions derived Development Goals (SDGs).
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