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KPN Integrated Annual Report 2020 Accelerating Digitalization of the Netherlands

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KPN Integrated Annual Report 2020 Accelerating Digitalization of the Netherlands KPN Integrated Annual Report 2020 Accelerating digitalization of the Netherlands Accelerating digitalization of the Netherlands In 2020, the Netherlands experienced a digital acceleration. In this Integrated Annual Report we display five case studies which emphasize the impact on healthcare, culture, public transport, safety and education sectors. KPN employees reflect on the effects of the developments for KPN’s business and internal organization. You can read the case studies on page 18-19, 31-32, 40-41, 49-50 and 64-65. Contents Safeguarding long-term value Financial Statements Appendices KPN at a glance Appendices CEO letter to stakeholders 6 Appendix 1: Alternative Performance Measures 180 Our purpose and the world around us 9 Appendix 2: Connectivity of non-financial information 182 Strategy, key performance and value creation model 12 Appendix 3: Transparency, materiality and 185 stakeholder engagement The value we create Appendix 4: List of top risks 198 Our value for stakeholders Appendix 5: Glossary 205 - Customer value 20 Appendix 6: Social figures 211 - Shareholder value 24 Appendix 7: Environmental figures 213 - Impact on society 28 Appendix 8: Supply chain 218 Appendix 9: Tax overview for continuing operations 220 Our performance per country - Network infrastructure 33 Appendix 10: GRI index 221 - Flexible, simple and converged products and services 36 - Focused innovation and digitalization 42 Notes: - Safeguarded privacy and security 46 The Board of Management Report consist of pages 6 - 82. - Sustainable employability 51 KPN's policy regarding board diversity is described on pages - Environmental performance and responsible 55 90 - 93. The detailed list of top risks can be found in Appendix 4. supply chain Our valuable assets 62 In preparing this Integrated Annual Report, we have taken the principles of the International Integrated Reporting Council (IIRC) Safeguarding long-term value into account. For the CSR information included in this report, Corporate governance 66 we followed the Global Reporting Initiative (GRI) Standards Tax and regulations 70 - Option: Comprehensive. Compliance and risk 73 Composition of the boards 82 We follow the EU directive on Non-Financial Reporting and Report by the Supervisory Board 89 also we have taken the recommendations of the Task Force Remuneration Board of Management 94 on Climate-related Financial Disclosures (TCFD) into account. KPN recognizes the importance of disclosure on environmental, Financial Statements social and governance matters. We do so by integrating Consolidated Financial Statements 106 disclosure of this information with other financial and non­ Corporate Financial Statements 164 financial information, based on materiality considerations, in this Other information 171 Integrated Annual Report. KPN Integrated Annual Report 2020 5 Contents KPN at a glance The value we create CEO letter to stakeholders Gaining digital momentum New reality Digitalization is a catalyst By any measure, 2020 was an extraordinary year. The short-term Digitalization is a catalyst for the country's economic recovery impact of the COVID-19 pandemic on Dutch society has been and offers significant opportunities to address the social and enormous. This new reality has underlined the vital importance environmental challenges we face. We have achieved some of being connected and having a resilient digital infrastructure. important milestones in this respect and set an ambitious agenda As a side effect of the pandemic, the Netherlands is gaining for the years to come. Several external bodies recognized our digital momentum. We want to enable our customers and society ESG-efforts and position as a global leader in sustainability. For in every way we can, as telecommunication companies play a example, we maintained a top five position in the Dow Jones crucial role in this process. Tackling the long-term effects of Sustainability Index for the fifth year running. By 2025, we want to the pandemic requires an inclusive approach, one that supports be one of the first gbi companies in the Netherlands to be almost economic recovery while simultaneously addressing the global completely circular - an ambition that recalls our achievement in challenges on sustainability and social inclusion. 2011 when we became one of the country's first big companies to use 100% green energy. We have maintained this achievement Iy trul feel that in 2020 we experienced the power of our company ever since and continue to reduce our energy consumption, even as never before. First and foremost, I am incredibly proud of though data consumption has multiplied several times in the past the high level of engagement of our employees. Their flexibility 10 years. and resilience ensured we continued to deliver services to all our customers throughout the challenging times. When everyone Encouraging base developments was obliged to work from home, they vigilantly monitored and maintained network performance 24/7. They helped hospitals We saw encouraging base developments in the Consumer increase call center and workplace capacity overnight. They segment. Our mobile postpaid base started to grow in the provided extra facilities to help businesses upgrade their security second half of the year and a strong inflow of fiber consumers protocols and enabled the healthcare sector to connect patients supported an encouraging trend towards stabilization of our with their family, caregivers and doctors. KPN Mooiste Contact broadband base in the second half of the year. We connected an Fonds connected 847 children with their classroom during increasing number of households to fiber as demand grew for periods of prolonged illness. Together with our partners we this best-in-class connection. Although we are well on track in the developed an IoT-application to monitor the CO2e levels in Business segment to migrate our SME and LCE customers to a schools and offices. sAll illustrates thi how we give meaning to our future-proof proposition, we are facing some headwinds because ambition to go all out to connect everyone in the Netherlands to of COVID-19. The Wholesale segment continues to show solid a sustainable future. growth, despite reduced roaming revenues. Even though our fixed accesss no longer i regulated in the Netherlands, we stand by our open network policy based on reasonable and non-discriminatory terms. We closed 2020 with both a strong balance sheet and liquidity position, and a solid set of results. 6 Safeguarding long-term value Financial Statements Appendices The appreciation of our customers and stakeholders for the We seek to deliver premium converged services that are simple, quality and reliability of our networks and services, our high flexible and reliable. security standards and the sustainable way we run our business, was reflected in a record high reputation score in 2020. Increased Fiber and 5G are important as the key building blocks of our internet and iTV usage during the pandemic led to increased future network. They offer the best, fastest and most reliable pressure on our service center and mechanics. We have put full digital experience. This enables new services and applications focus on this and taken additional measures to restore the service for companies, industries and society. A highly promising levels customers may expect from a quality leader and to improve development is that our 5G network has already been recognized our NPS. by several independent benchmarks as the fastest (Ookla) and most innovative (Umlaut). Strategy update A new way of working We presented our ‘Strategy Update 2021-2023 'Accelerate to grow’ in November 2020, setting a clear path to growth alongside Our ambitions require change. Starting with myself and the the accelerated digitalization of the Netherlands. Three key pillars KPN leadership team, we will steer the company based on underpin this strategy: leveraging and expanding our superior our core values of trust, courage and growth. We will step up networks, growing and strengthening our customer footprint, and engagement within the organization and with stakeholders to simplifying and streamlining our operating model. Fiber is one of ensure we stay relevant and adapt quickly to changing demands the key drivers for our return to growth, so we have increased and circumstances. We will shift our company's way of working to a our fiber roll-out to a run rate of about 500,000 homes passed more hybrid model that will reduce our office footprint, combining annually for the next five years. We have contracted sufficient remote working with collaboration, brainstorming and socializing building capacity to ensure these unprecedented fiber roll-out in an inspiring office environment. I believe that continued and levels in the Netherlands. In addition, we are improving our digital consistent digitalization and simplification will create a more customer experience and innovating our way of working. effective and flexible organization. Our purpose-led performance and digitally savvy workforce are key to our ongoing efforts to In coming years, we foresee growing demand for flexibility, enhance our valuable asset and the service we offer customers autonomy and personalized digital experiences. This will be day in, day out. supported by trends such as the need for more and secured connectivity, differentiated offerings and blurring work/life A path to grow boundaries. Anticipating these opportunities, we have increased our efforts to improve and digitalize the user experience of our
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