Corporate Responsibility Report 2012 Discovering new possibilities president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe
. Discovering new Discovering www.libertyglobal.com/cr
. This report provides an overview of our progress and achievements across across achievements and of our progress an overview provides . This report Cover image: Neelie Kroes, Vice-President of the European Commission, at Liberty of the European Vice-President image: Neelie Kroes, Cover 2012. during Get Online Week Global’s Internet Buttons launch event As a reader of the report and a Liberty Global stakeholder, your views are important to us. are views your and a Liberty Global stakeholder, of the report As a reader comments and suggestions. Please send us your [email protected] Your views are welcome are views Your possibilities that some of the challenges and identifies 2012, year during the calendar the Company along the way. addressed have we including can find further detail you report, in this printed as the information As well website: in the CR section of our our latest news 6), which is the (page our CR Framework has been guided by of this report The structure on the engagement with our stakeholders from and resulting basis of our CR strategy on the most important focused have we to them. In this report, topics of most relevance our stakeholders. by our business strategy and issues defined G3.1 Sustainability Reporting Guidelines Initiative meets the Global Reporting This report B. Level at a GRI-checked Scope of the report all of our operations in 2012, covers this report data in The social and environmental Rico. Puerto VTR and Liberty Cablevision Telenet, including BW, UPC, Unitymedia Kabel our content division, Liberty Global Services, Our operations also include Chellomedia, fund. our investment and Liberty Global Ventures, services division, a commercial been that have on all locations and operations report data, we our environmental For period. In line with best the reporting a minimum of six months during for active been have historic data if there restate guidelines, we reporting practice and recognized boundaries, to enable a more reporting or structure significant changes to the corporate data. meaningful comparison of our year-on-year 31st, 2012 unless stated otherwise. the period January 1st to December All data covers About this report this About Report, (CR) Corporate Responsibility to our second Welcome © 2013, Liberty Global © 2013, of Liberty without approval or publication in whole or in part is prohibited Reproduction All rights reserved. in compiling this publication, Liberty Global, the author(s), is taken care reasonable Global. While every or omissions or the possible errors for liability whatsoever editor(s) or publisher(s) do not accept any consequences thereof. statements Forward-looking Securities Litigation Reform statements within the meaning of the Private contains forward-looking This report See pages I-7 and I-8 of the prospects. growth to our future including our expectations with respect of 1995, Act included in this statements that are a description of other forward-looking for 10-K/A Annual Report on Form certain of the risks and uncertainties that could cause actual statements involve CR. These forward-looking Annual Report such statements, including in the or implied by expressed those materially from to differ results statements speak only as of the date of this CR. Liberty Global expressly These forward-looking 10-K/A. on Form forward-looking to any updates or revisions obligation or undertaking to disseminate any disclaims any or any thereto regard change in Liberty Global’s expectations with any to reflect statement contained herein such statement is based. on which any conditions or circumstances change in events, Liberty GLObaL
president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe
and Chief Executive Officer and Chief Executive Product and service innovation Product Customer products Our approach to protecting children to protecting Our approach use and efficiency Energy E-waste Enhancing skills Respecting customer privacy Greenhouse gas emissions Greenhouse supply chain Customer relationships Widening access customer information Safeguarding our stakeholders Involving Liberty Global About Our 2013 commitments strategy responsibility Our corporate our President from Letter Our markets IN the Community Employees Engaging employees Governance on the issues that matter Focusing
and social data Environmental Foundation Life for Lessons
GRI Content Index a responsible Building partnerships for
opportunities Creating
02 04 05 06 07 08 09 54 55 57 50 52 53 13 16 19 20 29 31 34 35 38 39 41 43 46 Gaining a more complete picture of our complete picture Gaining a more and continuing footprint environmental to minimize e-waste. Being a responsible business business Being a responsible and data Governance Building trust with our customers Building trust with impacts Managing our environmental Promoting a digital society Promoting About Liberty Global About Liberty Our approach Table of contents of Table message and CEO President Creating a workplace that nurtures talent, that nurtures a workplace Creating and building leadership and culture, partnerships with suppliers to manage our impacts. social and environmental disclosure. data and Governance, Developing new products and services is products new Developing just the beginning. Building trust also comes is ensuring customers’ information from and secure. safe Mike Fries reviews the year’s highlights the year’s reviews Fries Mike and progress. Working with stakeholders to focus on to focus with stakeholders Working to what matters most to our business and against track progress we and how society, these issues. access to our Ensuring consumers have and services, and the skills and products the most of them. opportunities to make Find out about our business, where we we where Find out about our business, manage corporate we operate and how responsibility. Liberty GLObaL 01
President and CEO message president and ceO MessaGe
abOut Liberty GLObaL
Welcome to our Corporate Responsibility Report
I am pleased to share with you Liberty Global’s second annual Corporate Responsibility Our apprOach Report. Once again, we strive to deliver an authentic account of how our business delivers value for all of our stakeholders. Our vision ‘Connect. Discover. Be Free.’ guides us in the way we grow and develop our business, and our Corporate Responsibility Framework provides a basis for planning and action. This year we made significant progress, while recognizing that we must continue to do more. The rapid expansion of digital technologies, coupled with the changing needs of
consumers, has brought considerable value to our global society, as well as diGitaL sOciety unprecedented challenges. This is where we intend to play a strong role, by shaping a sustainable approach to the expansion of digital markets and inclusive access, while responsibly serving the markets that we help to create. In 2012, we continued our proactive acquisition strategy to expand our reach and capabilities. In June 2013, we were delighted to close the acquisition of Virgin Media, adding a subscription base of nearly five million customers in the UK. Upon completion,
we became the world’s largest international cable company, with approximately custOMer trust 24 million customers taking nearly 48 million video, voice and broadband service subscriptions across 14 countries. Our responsibilities to key stakeholders are at the heart of how we think, plan and act. From a base of embedded values and strong corporate governance, we strive to improve the direct impacts of our business on people, society and the planet. During the last ought considerable value to our global society, year, for example, we engaged in numerous projects to tackle the challenge of digital inclusion. Our approach is to widen access, enhance skills and create opportunities for
both individuals and communities. Whether this is helping underprivileged families enVirOnMent access the internet, giving seniors the skills they need to get online, or helping children discover science and innovation, we help people to get more out of the digital world. By doing this, we are making an important contribution to the European Commission’s Digital Agenda for Europe. At the same time, we all want our digital services, including the internet and TV, to be a
safe experience, especially for children. Therefore, we continue to work alongside expert respOnsibLe business partner organizations to raise awareness and help people to stay safe and enjoy the benefits of the online world. In Chile, for example, VTR led research into safer internet practices for children as part of their annual internet safety campaign. Globally, we sponsored Safer Internet Day for the seventh consecutive year, launching ‘Who are your kids talking to online?’ an animation which helps parents understand the challenges their children are facing online.
02 Liberty GLObaL President and CEO message
Our operating pillars We need to be assured that our customers are completely confident in our ability to
ensure both the security of their information and the safety of their online interactions. president and • Delivering market- In 2012, we embarked on ‘Privacy by Design,’ a process that helps to ensure that privacy ceO MessaGe leading products risks are taken into account at the design stage of every project that we undertake. We also created a Global Information Security Forum to build a common information • Delivering exceptional security framework and approach across our businesses.
customer experience We continue to advance environmental initiatives, such as the refurbishment of set-top • Creating a great place boxes and other customer premise equipment, as well as by measuring our overall to work environmental footprint. We have focused on increasing the scope and accuracy of our abOut Liberty GLObaL environmental data so that we can set targets and challenge ourselves to reduce our • Being a respected and impacts going forward. trusted member of the Our investments in responsible business practices are gaining recognition and community endorsement. In 2012, we were named to the Dow Jones Sustainability World and North • Delivering international America Indexes, and we continued to be listed in the FTSE4Good Index. However, of all the things we invest in, nothing is more important than the wellbeing and future of our efficiencies across our employees. In 2012, we renewed our corporate vision and values, and began work on our countries of operation People Agenda, our strategic HR roadmap which is launching this year. Our apprOach Unlocking the economic, societal and environmental value that Liberty Global seeks to maximize can’t happen in isolation. All our futures – as corporate and individual Recognized in citizens, as community members and contributors to society – are intrinsic to one sustainability another. For this reason, our report this year highlights the message of discovery and details some key dilemmas as we work toward solutions in partnership with others. indices For Liberty Global, the journey is only starting. Thank you again for your interest in our corporate responsibility efforts. diGitaL sOciety
Sincerely,
custOMer trust
Michael t. Fries President and Chief Executive Officer September 2013 enVirOnMent respOnsibLe business
03 Liberty GLObaL president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe
Media for the three months ended June 30, 2013. months ended June 30, the three Media for Connect. Discover. Be Free. Connect. Discover. 1 of Liberty Global plc and Virgin results as annualized combined reported is presented Revenue 2 based on full-time equivalent (FTE). number of employees Total Our vision Following our acquisition of Virgin Media Inc. in June 2013, Liberty Global became the our acquisition of Virgin Following connect people with operations in 14 countries. We international cable company largest and experience its endless possibilities. and enable them to discover to the digital world provided are services internet, and telephony broadband television, Our market-leading that connect platforms technology and innovative next-generation networks through million customers who subscribe to nearly 48 million services at 24 approximately 2013. June 30, BW, Media, UPC, Unitymedia Kabel Virgin Liberty Global’s consumer brands include division, and VTR. Our operations also include Chellomedia, our content Telenet division, and Liberty Global Ventures, Liberty Global Business Services, a commercial fund. our investment opportunistic growth, superior organic Liberty Global’s business strategy emphasizes through and a commitment to superior equity returns and acquisitions activity, mergers These three and consistent equity repurchases. leverage a combination of appropriate to also committed are We to value creation. underpin our approach ingredients key and services products new transformational to deliver driving technological innovation of our customers. and simplify the digital lives that help improve the amazing but should be able to explore that everyone believe At Liberty Global, we a promoting That’s why manner. and responsible in a safe often complex digital world convinced We’re strategy. digital society is at the heart of our corporate responsibility and services that making the most of the opportunities and benefits that our products society. business and, at the same time, good for our is good for create About Liberty Global Liberty About
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Liberty GLObaL About Liberty Global About Liberty 04 24 million 24 million customers 47 million homes 47 million homes passed 14 cable operations 36,000 employees Over $17 billion Over
revenue president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe slovakia romania czech republic poland hungary austria Germany netherlands belgium switzerland united Kingdom* Denver London Amsterdam ireland * Virgin Media was acquired in June 2013. Media was acquired * Virgin Liberty Global’s Headquarters • • • Our main brands Europe Our markets About Liberty Global Liberty About puerto rico puerto Latin America Latin Liberty GLObaL chile 05
president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business
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Of the four issue areas highlighted in our CR Framework, our priority is to promote a priority is to promote our highlighted in our CR Framework, issue areas Of the four and giving people access to products enable this to happen by We digital society. have they then ensure or help them do business. We services that can enrich their lives our address also actively the most of them. We the skills and the opportunities to make This approach our suppliers and the environment. to our employees, responsibilities contracts, attract and strategy – helping us to win and retain business supports our core operating costs and manage risk. reduce the best people, enhance our reputation, retain issue segments. and its four the Framework around structured is This report Our approach Our strategy responsibility Our corporate and social wide-ranging economic brings world people to the digital Connecting for our impacts. Our Corporate to be accountable responsibility a well as benefits, as to managing these summarizes our approach Framework Responsibility (CR) opportunities and challenges.
Liberty GLObaL
06 Rick Westerman, Senior Rick Westerman, of Investor Vice President Relations and Corporate Communications, and Chairman of the Corporate Responsibility Committee
focus of our CR focus activities remains on track, we engage regularly with our key to stakeholders that sure make doing what we’re sense to makes them. As a result of their feedback our revised we in CR Framework on 2012 to focus areas.” key four “ To ensure the ensure To “ president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe n s
e Employee health and wellness n n e-waste Responsible supply chai the internet and TV Protecting children on Digital inclusio d Customer privacy and security y Managing our environmental impacts Being a responsible business Energy use and GHG emission Customer relationships Diversit Transparency and disclosur contributions Product and service innovatio Public policy an g
y Impact on Liberty Global Liberty on Impact to children LOW MODERATE HIGH Economic Governance and accountability development Responsible advertisin
Promoting a digital societ Building trust with our customers
The outcome of our materiality assessment was the matrix below, which shows the relative the relative which shows below, materiality assessment was the matrix The outcome of our relation to the successful their and by our stakeholders identified importance of topics most material, that is, to be the topics considered The of our business strategy. delivery concern to society, of greatest and are impacts on our business greatest the those that have these issues, in our address We the upper-right section of the matrix. located in are report. strategy and in this and formally the issues re-mapping matrix in 2014 by plan to update the materiality We as important. regard the topics they on stakeholders key consulting again with Our materiality matrix Our approach Our matter that on the issues Focusing as most issues identified the (CR) strategy addresses Responsibility Our Corporate and prioritized in a identified were These and society. important to our business conducted in early 2012. which we process materiality assessment
O MODERATE LOW HIGH
Key issue areas issue Key Societal concern Societal Liberty GLObaL 07
president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe customer survey, which indicates our reputation across our across which indicates our reputation customer survey, TM operations and also shows us where we can do better. we us where operations and also shows Helped beginners to use the internet and sponsored Get Online Week in Europe. Get Online Week Helped beginners to use the internet and sponsored online. children to protect initiatives out more Internet Day and rolled Safer Sponsored VTR Chile’s award-winning Schoolnet and further developed and European with Insafe Partnered Internet Security Program. to digital inclusion and and policy seminars on issues related Held engagement events of Our Digital Identity, including The Value reports, and commissioned research children, protecting Driving Digital Future: and The UPC Report on Ireland’s Europe for Rethinking the Digital Agenda Recovery. Economic as part of the ‘connected-TV’ debate. to Brussels policy makers, Horizon TV platform Showcased Launched the Horizon TV platform in the Netherlands and captured customer feedback through social through customer feedback in the Netherlands and captured the Horizon TV platform Launched field trials. and large-scale external research groups, media, customer focus countries. more in three employees more 3,000 Spark, to over Rolled out our ideas program, to 39 employees. leadership program Forward our Fast Delivered IN Heroes. through time to community organizations hours of volunteering 17,000 gave Employees our matched funding initiative. IN Givers, to charities through Donated $110,000 scholarship and educational support to provide Foundation Life for the Lessons for Raised $392,000 in Sub-Saharan Africa. to vulnerable children and North America Indexes. Jones Sustainability World Listed in the FTSE4Good, Dow and monitor our community impacts. to measure Group Benchmarking Engaged with the London Stakeholder engagement and key outcomes engagement and key Stakeholder Commissioned the 2012 RepTrak customer information. to safeguard approach a global Created telecommunications industry. Advisory Committee in Chile’s Helped launch the first Consumer Our approach Our our stakeholders Involving and with the individuals relationships us build long-term helps with stakeholders Engaging stakeholders, our For and challenges us to do better. our business, that affect groups business. we conduct our to influence the way and heard, it is a chance to be suppliers, civil investors, customers, employees, include Liberty Global’s stakeholders we living in the communities where and those policy makers, society organizations, ways. in many to these groups listen and respond operate. We • • • • • • • • • • • • • • • •
Liberty GLObaL
08 Government and and Government policy makers Communities and civil society organizations Investors Employees Customers and consumers stakeholder groupstakeholder 2012 engagement highlights
learned from consumers around how to develop a stronger relationship relationship a stronger to develop how consumers around learned from open dialogue.” efficiency and ongoing based on transparency, Maria Paz Epelman, Vice President of Public Affairs and Corporate Responsibility, VTR of Public Affairs and Corporate Responsibility, Epelman, Vice President Maria Paz “ Through our Consumer Advisory Committee, we have listened to and have Committee, we our Consumer Advisory Through “ president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe
performance of Liberty Global’s top 100 suppliers performance environmental, social and governance (ESG) social and governance environmental, Identify a monitoring platform to assess the environmental, social and governance (ESG) performance (ESG) performance social and governance to assess the environmental, Identify a monitoring platform of our supply chain Maintain inclusion in FTSE4Good and Dow Jones Sustainability World and North America Indexes Jones Sustainability World Maintain inclusion in FTSE4Good and Dow B CR Report at GRI Application Level transparent a more Produce (2014) Project to the Carbon Disclosure submission Prepare the Socially Responsible data bank for social and governance an environmental, Develop community Investment engagement program a CR employee Develop Develop and publish a Liberty Global Code of Ethics for Advertising and publish a Liberty Global Code of Ethics for Develop practice to embed the code into business employees Engage relevant the global data collection process Include 100% of Liberty Global operations in using 2012 data as a baseline efficiency targets environmental Develop Implement a CR supply chain management system Assess the Being a responsible business Being a responsible to reporting and best practice approach Enhance our transparency of our CR strategy in the development stakeholders Continue to engage key Building trust with our customers Advertising of Ethics for a Liberty Global Code Adopt impacts Managing our environmental data collection scope and accuracy of global environmental the Increase for approval. Below are our key CR commitments for 2013, which set the foundation for for 2013, which set the foundation for CR commitments our key are Below approval. for indicators. performance and key long-term targets us to develop a digital society Promoting a digital to our ‘promoting programs investment Align our community society’ strategy 5% a digital society’ by on ‘promoting focus that investments of our community the proportion Increase Our approach Our commitments Our 2013 (CR) team our corporate responsibility of continual improvement, our process As part of to the CR Committee the coming year and plans for of progress an annual review presents Produce three products and/or services aimed at ‘promoting a digital society’ services aimed at ‘promoting and/or products three Produce a digital society’ aimed at ‘promoting Identify a Liberty Global flagship program • • • • • • • • • • • • • • Liberty GLObaL 09
president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe paGe 20 paGe
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In this section: Widening access Enhancing skills opportunities Creating children to protecting Our approach Promoting a digital society Promoting by for society, opportunities significant growth offers The digital world play our part by We and employment. stimulating business, innovation However, in all our markets. networks in super-fast broadband investing create To can access the digital world. that not everyone recognize we alongside strategic partners to work have we digital society, an inclusive everything civil society and industry peers. Across including governments, through children, protecting in the importance of believe do, we we education and empowerment. Promoting a digital society a digital Promoting Liberty GLObaL 10
president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe Stepping up awareness and empowerment Stepping up awareness online children for environment a safe Creating Fighting against child sexual abuse and child sexual exploitation. people young Stimulating quality content online for 2. 3. 4. 1. Why it matters Why and uncertainty, is thriving despite continued global economic The digital economy the last decade. has continued to rise over high-speed broadband consumer demand for the digital of the global economy, than the rest faster on average times seven Growing Commission’s The European recession. from to recovery a route technology sector offers this, and aims to stimulate the European recognizes Europe for (EC) Digital Agenda 5% and create GDP by European challenging goals to increase setting by digital economy in children In 2012, the EC added a commitment to protect 2020. jobs by 3.8 million new Children. a Better Internet for its Strategy for launching the digital world, opportunities of the internet in our the considerable growth Liberty Global, realizing For is part of is derived, revenue which 85% of our from Europe specifically in markets, In 2012, 22% targets. the EC’s Digital Agenda by bridging the ‘digital divide’ addressed outside of larger The divide is even used the internet. had still never of adult Europeans missing out on benefits segments of society are that large These statistics reveal Europe. and community healthcare skills and finding jobs, learning about such as acquiring new and family. services, and connecting with friends are we access and inclusion, which is why issues of is a clear need to address There one of our than 100 Mbps in every of more heavily in super-fast networks investing markets, and working inworld. communities to unlock the benefits of the online a Strategy for align to the European we children, our priority group, to comes it When by industry: for action four pillars which identifies Children, Better Internet for Promoting a digital society a digital Promoting While we work closely with a range of stakeholders to tackle all four pillars of the to tackle all four closely with a range of stakeholders work While we us is Pillar 2 – for focus a key Children, Internet for a Better Strategy for European children to protecting See Our approach and empowerment. stepping up awareness in this area. of our work an overview for
Liberty GLObaL households subscribing to internet connections 100 Mbps by above 2020; internet for children. internet for of Europeans who have who have of Europeans used the internet never 2015; and to 15% by • reduce the proportion the proportion reduce • Policy Europe for Digital Agenda include: targets 50% of European • spotlight Promoting a digital society Promoting • create a better and safer a better and safer create • 11
president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe develop the skills the develop otecting children Pr educational platform that creates opportunities for young young opportunities for that creates educational platform science skills and entrepreneurship. people to develop in 2012. and policy makers. content. with visual impairments to listen to website partner organizations. people to use digital technologies. internet beginners get online. Hungary and Poland. Germany, Launched Tech School in Romania, an award-winning School in Romania, an award-winning Tech Launched Invested $1.9 billion to upgrade and expand our networks $1.9 billion to upgrade and expand our networks Invested to our industry and policy papers relevant research Produced those in the Netherlands, for the ORION webbox Introduced services to community or subsidized broadband free Provided campaign to empower an annual Get Online Week, Sponsored tool that helps Internet Buttons, an intuitive Launched in various initiatives e-training to seniors through Provided examples • • • • • • • • Promoting a digital society Promoting Digital inclusion and confidence they need to get online. We do this through a range of programs that a range of programs through We do this need to get online. and confidence they the internet. using children and protecting facilitate digital inclusion is based on widening access, to the challenge of digital inclusion Our approach and communities, while individuals opportunities for creating enhancing skills and and tools. Working programs and empowerment education through children protecting civil society and industry peers, partners, including governments, alongside strategic a to promote efforts the impacts of our measure We approach. is fundamental to our model. measurement Group Benchmarking using the London digital society, Helping to ensure that Helping to ensure able and qualified people are and to use digital products and securely services safely, effectively. opportunities Creating Helping people learn how the most of digital to make the and services for products benefit of society as a whole. Our approach to digital inclusion Our approach Widening access the Giving everyone tools and equipment they need to participate in the digital world. Enhancing skills Our approach to digital inclusion Our approach to meet the specific needs of the communities Our digital inclusion strategy is tailored for Commission’s (EC) Digital Agenda the European operate. It supports we where speeds; ultra-fast broadband trust and security; delivering goals of increasing Europe technology and communication information enhancing digital literacy; and developing social challenges. solutions for Promoting a digital society a digital Promoting doing are we What people Global is helping Liberty society, a digital promote to In order Liberty GLObaL 4,000 $2.2 million 12 community partner community partner organizations invested in long- invested term digital inclusion initiatives
president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe
98% 2011 2012 93% 0 50% 100% Speeds of 100 Mbps Percentage of our network Percentage $1.9bn
2011 2012 $1.9bn 0 $1bn $2bn 100% from our broadband, voice and video services. We continue to build even faster to build even continue and video services. We voice our broadband, from 2011 2012 100% 0 50% Innovative access solutions access Innovative of can access the internet, regardless that everyone Digital technologies can help ensure the ORION webbox, introduced have example, in the Netherlands we For age or disability. those with visual impairments to listen to TV and website that allows a compact device installed 450 multimedia service partner, and Nextel, a wireless content. In Belgium, Telenet video Hospital in 2012, providing at Sint-Blasius University monitors in patient rooms access to patients’ medical information patients and secure capabilities for conference patient loneliness, a much- This technology both helps reduce hospital staff. use by for resources. the efficiency of staff cited complaint at the hospital, while increasing Percentage of our network Percentage Ready to deliver broadband speeds of 100 Mbps in the EU speeds of 100 broadband Ready to deliver Speeds of 30 Mbps Investing in networks for the future for in networks Investing next-generation broadband that access to recognizes Europe for The Digital Agenda development long-term economic 2020 is vital for Mbps by 100 with speeds exceeding and $1.9 billion globally to upgrade In 2012, Liberty Global invested and competitiveness. 100% of our 30 Mbps access across can provide we In Europe, expand its networks. the Digital helping us to deliver 98% of our network, across and 100 Mbps access network 100 Mbps to provide rate. In Chile, VTR is ready download targeted Europe’s for Agenda Rico, Liberty Cablevision while in Puerto 100% of its network, access across broadband its networks. 30 Mbps throughout can offer to upgrade and expand our networks Amount invested Promoting a digital society a digital Promoting access Widening affordable to high-quality, access provide digital society is to an inclusive toward The first step in 13 countries possible. In 2012, nearly 20 million customers people as as many services for benefited 100% networks and more innovative services to meet the growing needs of society. needs of society. services to meet the growing innovative and more networks
Liberty GLObaL 98% $1.9 billion 13 in Europe to deliver 100 Mbps 100 Mbps to deliver of our networks ready ready of our networks invested to upgrade to upgrade invested and expand our in 2012 networks
president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe
Driving the Digital Agenda debate Agenda Driving the Digital makers, to our industry and policy relevant in research continued to invest In 2012, we of our sustainable growth and to supporting the responsible as part of our commitment contribution to policy debates in our a positive These publications make digital society. in 2012, As part of this activity, Commission level. at the European and national markets reports. pivotal published three we consumer on European perspective a new of Our Digital Identity provides The Value of Based on a survey the use of their digital identity. attitudes and behaviors regarding that shows and the Netherlands, the report Germany consumers in Poland, 3,000 over in a stagnant driver growth identity can be a key personal data and digital leveraging 2020. as much as 8% by GDP by European and could increase economy, European online a new unlock this potential, business and political leaders need to embrace To responsibility, using digital identity applications, based on for privacy framework for the consumer. and benefits control transparency, a mix of technologies, including examines how Europe for Rethinking the Digital Agenda competition among different cables, combined with greater transition high-performance cost effectively. quickly and meet EU targets access technologies, will enable us to in a market access infrastructures of different estimates that a combination The report cable where Europe up to 30% across by could cut the cost of high-speed broadband is present. Driving Economic Digital Future: UPC published The UPC Report on Ireland’s In Ireland, the country’s economic exploring the potential of digital technology for Recovery, could contribute around estimated that the internet economy The report resilience. jobs, if Irish society and new 18,000 over 2016, creating 7% annually to Irish GDP by the UK and Scandinavia. demonstrated by digitization levels to achieve industry were Promoting a digital society a digital Promoting organizations community for Access such as partners, services to our community broadband or subsidized free provide We example, in Puerto For our markets. of in many public service providers, charities and services to schools, and video broadband free provides Rico, Liberty Cablevision Liberty in the Classroom. Cable students to date through 30,000 around reaching children, tools for making available online educational contributes by Cablevision By supporting educational history and physics. science, topics around covering aims to foster of cable services, Liberty Cablevision use leadership and an innovative Rico. Puerto digital citizenship in
Liberty GLObaL
30,000 UPC Ireland’s report Driving Economic Recovery Recovery Economic Driving report UPC Ireland’s 14
school children in in school children Puerto Rico reached broadband with free and video services to date insights into the potential of the internet to contribute to economic renewal to economic renewal insights into the potential of the internet to contribute and recovery.”
commenting on and Natural Resources, Communications, Energy T.D., Minister for Rabbitte, Pat “I welcome this useful and innovative research which provides further which provides research this useful and innovative “I welcome president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe
a home computer, internet connection and a home computer, develop the skills and confidence they needed the skills and confidence they develop to get online. Each household was given was given household to get online. Each computer training – all free of charge. Computer use was then monitored over the over was then monitored Computer use of charge. computer training – all free year and a significant increase in the use of the internet was observed. households’ To reach those most in need of online access, Recup PC also engages community those most in need of online reach To centers. social employment Oikonde’s and Ghent and partners Digipolis, an IT company, who Edith, people like involved, of the people the lives Recup PC has transformed to use online how was shown in an internet scam and lost €80,000 previously to manage her budget. and how banking safely libraries, social in Flanders where Recup PC was celebrated during Digital Week people access the 15,000 services and training institutions collaborated to help over at a ceremony with an e-award Recup PC was presented internet. During the week, literacy contribution to digital the project’s reflecting held at the Flemish Parliament, to 100 more looking to expand the program and participation. Ghent is now headquarters in Belgium. families, and to include Mechelen, host city of Telenet’s The Telenet Foundation has helped 111,000 people use the internet since 2006, people use has helped 111,000 Foundation The Telenet 2015. people online by 150,000 to meet its goal of getting and is on target of which 80 have proposals, 1,200 project over has received The Foundation €1.75 million to date. been funded with over with LINC, project partnership is Recup PC, an award-winning One of the projects schools and adult learning digital support to providing organization a non-profit Belgium. The project in Ghent, Welfare Social Center for centers, alongside the Public to the internet, which is part of theaims to help underprivileged families connect digital inclusion. that promote initiatives commitment to support Foundation’s Telenet the Recup PC has helped 17 households from period, a one-year Over of Brugse Poort underprivileged area still online. are later almost 90% of the users A year BUILDING CONFIDENCE TO GET ONLINE BUILDING CONFIDENCE TO Promoting a digital society a digital Promoting
awards)
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e-award LINC 15 for Telenet’s Telenet’s for Recup PC program Recup PC program (
The purpose of the Ghent project, Recup PC, was not only to give give Recup PC, was not only to The purpose of the Ghent project, to use it but also to teach them how people a computer, impoverished It has certainly enriched our lives.” safely.
Recup PC participant Edith, “Now that we can use the internet, we feel like we are back in society. back in society. are we like feel can use the internet, we we that “Now president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe In Switzerland, upc cablecom has continued its three-year project with the Swiss Red Cross Swiss Red Cross with the project its three-year In Switzerland, upc cablecom has continued older for to adequately care skills required to support nursing assistants in the computer trained nursing patients. In 2012, 36 upc cablecom volunteers people and care-dependent into databases, information to enter patient care assistants in the computer skills needed to be lacking among its nursing trainees. had found skills that the Swiss Red Cross Helping people use the internet for the first time for Helping people use the internet though the used the internet, even never have our markets Millions of people across by driven to local projects initiatives Company-led is in place. From infrastructure physical the first time. get online for and backgrounds helping people of all ages are local needs, we aimed digital inclusion in Poland, example, ‘M@turity in the Net’ is a coalition for For services online benefiting from not 50 who are at the 10 million people aged over member of the coalition and is a founding 25% of the population). UPC Poland (around through support to older people in 2006, which offers Academy the e-Senior founded received areas rural 2012, 2,500 people from internet studios and public libraries. In libraries will than 3,000 more Going forward, Academy. the e-Senior e-training through in the Net’ programs. ‘M@turity computers and training to deliver free be given Promoting a digital society a digital Promoting skills Enhancing if or excluded can still be hindered enough. People alone is not to technology Access and consumers understand and skills. Our aim is to help customers lack the right they bring. These can benefits they technologies and the life-changing connect with digital and training opportunities, long-distance access to employment include immediate educational and family and friends, or access to medical, communication with community services. tools and programs co-develop we together with expert organizations, By working internet users, eSafety beginner for Training groups. demographic to different tailored the just some of teachers, are for and educational platforms classroom, the toolkits for to See Our approach our markets. across digital literacy in improving invest ways we initiatives. on our eSafety information more for children protecting an annual campaign delivered is Get Online Week, our skills programs point for A focal thousands of computer training centers at public libraries, schools and through took Liberty Global, almost 30 countries by Co-sponsored Europe. across organizations technologies. people to use digital goal of empowering part in 2012, with a shared
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14,000 16 Gabriel Rissola, Managing Europe Telecentre Director, seniors given e-skills e-skills seniors given training in Europe
support from support from Liberty Global, Get Online Week achieved astonishing outcomes. In just 10,000 one week, ICT European learning centers, libraries and schools have touched the lives of 200,000 people, enabling them digitally to get better jobs and build up a better future.” “ Thanks to the Thanks “ president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe
Face book Recipes Train Times News Search Twitter Email www.internetbuttons.ie/bettyroche Hi Dad, hope this makes the Hi Dad, hope this makes internet a little simpler. Call me if you get stuck. Search www.internetbuttons.ie/bettyroche Skype You can create a page of internet buttons for someone a page of internet buttons for can create You are There to the web. or new who is nervous know, you also loads of helpful tips on the site. The buttons link to their favourite websites, making it websites, The buttons link to their favourite super easy to use the internet, giving them the skills and confidence to get online. Create a personal page of internet buttons a personal page Create Build skills and confidence online update 1 in 5 EUROPEANS HAVE NEVER USED THE INTERNET Promoting a digital society a digital Promoting is the first time for people get online aimed at helping Another initiative Internet Buttons. Internet Buttons. not about getting people online for the sake of it, but the sake not about getting people online for Buttons Internet Discover a world of new opportunities of new a world Discover Internet Buttons is a free webtool that makes it easy to it easy that makes webtool Internet Buttons is a free of the many use the internet. It helps overcome making the people going online, barriers preventing and less scary. relevant more safer, internet feel Isn’t everyone using the internet? Isn’t everyone
Their new skills will help them to access services that can skills will help them to access services Their new and enable them their independence and sociability, increase online. to communicate with friends and family who are Liberty GLObaL
Internet Buttons is 17
helping people communicate with friends and family, access services that family, helping people communicate with friends and money, their independence, save and increase them to maintain allow their offline social lives.” and increase
Do What We Are We Nick Stanhope, Chief Executive, “ president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe
We Are What We Do, What We Are We allows those confident online to create an easy-to-use customized those confident online to create allows partnering with specialist organizations, including the e-Senior partnering with specialist organizations, Academy, SeniorWeb and Fast Track to IT. Since its launch, Internet Buttons has Since its launch, Internet Buttons to IT. Track and Fast SeniorWeb Academy, Neelie by people in total get online. The tool was unveiled 9,000 helped around at the Digital Agenda, for responsible Commission Vice-President European Kroes, at the European also hosted an event 2012. We Online Week of Get the launch event from Parliament Members of the European three Commission in Brussels, where Internet Buttons Ambassadors to help and the Netherlands became Poland Ireland, the benefits in their countries. promote Internet Buttons to the internet or find new family members and friends who are starter page for such as shortcuts to websites ‘buttons’ act brightly colored it confusing. Large, to the user. Skype, eHealth or other services tailored engines, as email, search making them easily accessible at the to a personal homepage, These can be saved click of a button. company not-for-profit by Internet Buttons was developed reconnects generations access benefit, but also a digital and not only provides and communities. and the Ireland in Poland, to our markets the product tailored have we So far, Netherlands, INTERNET BUTTONS FOR BEGINNERS INTERNET BUTTONS Promoting a digital society a digital Promoting
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9,000 18 people in total people in total online now are using Internet Buttons
less familiar with the net, to make their online experience easier and more experience easier and more their online less familiar with the net, to make I was delighted to try some of these tools at the Belgian comfortable. someone who are, or you know, If you Get Online Week. for launch event too!” could do with a digital boost, then try them out
Commission of the European Vice-President Neelie Kroes, “There are great user-friendly internet buttons that you can set up for those can set up for buttons that you user-friendly internet great are “There president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe Constantin Voiniciuc, winner of Tech School 2012 winner of Tech Constantin Voiniciuc, CHILDREN IN INNOVATION ENGAGING that helps educational platform School is an award-winning UPC Romania’s Tech into reality. technology turn their dreams 11–19 with a passion for aged children engineering and math skills, in science, technology, the shortfall Designed to target students tutorials, events, offering kind in the country, of its it is the biggest platform and astronomy. programming robotics, in topics like mentoring and resources technology can transform how around High school students can submit ideas granted to implement are awards Three School platform. via the Tech life, everyday to enable a student to attend is offered award the winning ideas and a further special Space Center. Center summer camp at Kennedy NASA the Education of a panel shortlisted by submitted, 20 of which were 570 ideas were In 2012, over the Romanian Ministry of Education, NASA, University, Stanford specialists from School 2012 winner of Tech Romania. The overall and Sport, and Discovery Youth the bionic hand with idea was to reinvent whose robotics was Constantin Voiniciuc, telemedicine and surgery, The implications of this for and strength. enhanced control and the grant will help Constantin wide-ranging, are interventions other remote of his prototype. an advanced version develop T-shirt that can a prototype to Costin Costea who has created The second place went to other a mobile phone. Costin aims to extend the T-shirt’s capabilities charge In doing so, he hopes to lead a time. the charging reduce and also mobile devices of technology and clothing. in the interaction global trend to Miriam Buzgau, summer camp was given to attend the NASA The winning award in cities children a mobile observatory for who came up with the idea of creating observatory. an astronomy that do not have visitors since its 230,000 over has received School platform the Tech Overall, School was the of its success, the Tech launch in summer 2012. In recognition Awards Excellence category at the European winner in the Science and Education success demonstrates the potential of digital technologies to 2012. The program’s and in promoting people, both in skills development young opportunities for create vital to thriving economies in the future. and innovation, a spirit of entrepreneurship Promoting a digital society a digital Promoting opportunities Creating use of the full unable to make often still and skills are access who have People the most to make By helping people learn how technologies offer. opportunities digital the possibilities, for new can help them discover and services, we of digital products as a whole. benefit of society
Liberty GLObaL 570 6 awards 19 in Romania science ideas science ideas submitted to UPC’s Tech School School UPC’s Tech for Tech School School Tech for UPC initiative, Romania
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empowerment and education 10% Other risks (e.g. virus, spam) 13% Contact-related risks (e.g. inappropriate contact) 19% Conduct-related risks (e.g. bullying, sexual harassment) 17% 18% 22% Other content Violent content spotlight Policy that recommends Children a Better Internet for Commission Strategy for The European of interactive industry: ‘engages in public–private partnerships to support the development teachers and children, materials for educational and awareness providing tools and platforms building on existing initiatives.’ campaigns for wide range of international and local projects, implement a At Liberty Global, we of our embedded in many features education and tools, and protective raising awareness, Children. Internet for a Better the Strategy for and services. These align with Pillar 2 of products the internet a safer Commission’s Coalition to make also a member of the European are We kids. place for Pornographic content Source: EU Kids Online (2012) Source: To respond to research like this, our strategy is based on this, our strategy like to research respond To and self-protection and their teachers can develop their families so that children, Commission (EC) Strategy The European in the online environment. self-responsibility that support, proposes actively we which below), (see Children for a Better Internet for their critical thinking, and digital and media literacy skills, to develop need children need access do this, they To in a participatory society. contribute to be able to actively help them act safely to use, tools suited to their age that would to, and advice on how age, it is young start using the internet at a very children online. As and responsibly safety online education to start in early childhood. Teaching online safety necessary for Europe. for the Digital Agenda of feature a key in schools is therefore According to EU Kids Online (2012), a pan-EU survey of 25,000 children and their parents, and their parents, children of 25,000 survey to EU Kids Online (2012), a pan-EU According facing them on the internet. a range of risks perceive children online face say they Risks children Promoting a digital society a digital Promoting children to protecting Our approach them to keep industry’s responsibility our world, enter the digital people young As more focus important issue. A major an increasingly potential harm has become from safe believe we the group children, protecting a digital society is of our strategy to promote or watching television. is most at risk online
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$1.7 million 20 invested in protecting in protecting invested programs children
Neelie Kroes, Neelie Kroes, of the Vice-President Commission European toward a society toward in which everyone will want and need to be connected online. Children enthusiastic are when and intuitive it comes to the internet, but also vulnerable. We need to equip them with the skills smart to make choices so that the a internet remains and positive safe them.” place for “ We are moving moving are We “ president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe Safer Safer Internet Day (SID) for the seventh consecutive year. This event, organized by Insafe, Insafe, by organized This event, year. consecutive the seventh (SID) for Internet Day people around young use of online technology by responsible and more safer promotes the and together safely,’ digital world the theme was ‘Discovering The 2012 the world. 99 countries. across people young million four over reached event air minutes of free 114,000 over provided a main sponsor of SID, we In addition to being our markets. TV channels in on many the SID public service announcement time for PWN, a leading science-education campaign in internet safety UPC launched an In Poland, highlights technology (IT) teachers. PWN information 10,000 publication which reaches that believe that 65% of parents revealed which research, Poland’s the findings of UPC find parents Overall, development. impacts on their children’s the internet has positive in school. helping them to excel their children, of inspiration for the internet is a source articles to educate readers more plans to develop As part of this ongoing campaign, UPC face online. of the risks children and raise awareness of Applied Cologne University from joined experts BW Unitymedia Kabel In Germany, the media which aims to increase Users initiative, Sciences to launch the Young use of TV and responsible and the safe and promote and children, literacy of parents and local community networks through works entertainment media. The project people and their to help young and events educational measures, includes research, while using our need to stay safe they the skills and knowledge develop parents and services. products Educating teachers, parents and children parents teachers, Educating lessons, toolkits, safety including internet programs, education targeted Through and provide awareness aim to raise we announcements, and public service campaigns to reduce on how and educators with clear information parents people, young children, we sponsored of being online. In 2012, the benefits enjoy as the risks as well Promoting a digital society a digital Promoting
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114,000 114,000 4 million minutes of free air air minutes of free of our time in many for markets, European Internet Day Safer young people were were people young Safer by reached Internet Day across 99 countries 21
meaningful channel for our media educational activities. We are very very are our media educational activities. We meaningful channel for about this project.” excited
Applied Sciences of Cologne University Kaminski, Winfred Professor “The cooperation with Unitymedia Kabel BW opens up yet another opens up yet BW Kabel “The cooperation with Unitymedia president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe UPC and KlasseTV, the education portal for primary schools in the Netherlands, the education portal for UPC and KlasseTV, a digital teaching package. It is designed to help Media Literacy, developed have and teachers olds), parents year (10–12 7th-grade and 8th-grade school children risk aware. media savvy and become more aspects of internet on different that focus The teaching package includes six modules and reliable engines, advertising, search including social networking, and television, and online bullying. The TV programs, suitable and inappropriate websites, unreliable on key to focus worksheets and Boards, teaching package uses video, SMART online social skills and behaviors. around objectives the Media Literacy curriculum in the used have children 85,000 Approximately the equivalent of 20% of 7th-grade and 8th-grade students in the classroom, to the online Media Literacy been 6,600 unique visitors have Netherlands. There visitors. All schools in the Netherlands can returning portal, of which 45% were and schools with a KlasseTV subscription can of charge, access Media Literacy free included in the package. use all the features MEDIA LITERACY FOR CHILDREN, PARENTS AND TEACHERS AND TEACHERS FOR CHILDREN, PARENTS MEDIA LITERACY Promoting a digital society a digital Promoting Liberty GLObaL 85,000 Award 22 children used the used the children Media Literacy digital teaching package for KlasseTV, to KlasseTV, to for UPC Netherlands (Comenius EduMedia Seal award)
president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe the VTR’s Internet Security Program focused on focused VTR’s Internet Security Program via a toolkit for teachers and four online videos featuring television television online videos featuring teachers and four via a toolkit for and raise awareness through public service campaigns. VTR launched public service through and raise awareness through VTR’s modern blocking platform that prevents access to pages with that prevents VTR’s modern blocking platform through The study also revealed that 43% of respondents shared their passwords with their their passwords shared that 43% of respondents The study also revealed friends, the sharing of 559 Facebook With students having an average friends or partner. personal security threats. people vulnerable to these young makes of passwords VTR in Chile launched its first internet safety campaign in 2008 with the goal of campaign safety VTR in Chile launched its first internet since year and adolescents. Every children for internet environment a safe promoting risks to on the greatest to focus research then, the campaign has used customer 400 Chilean involving VTR and Criteria Research, In 2012, a study by online safety. aimed to understand a range of socio-economic groups, secondary school students from media. and adolescents when using social the online behaviors of children that account and 44% believed 100% had a Facebook Of the 400 students surveyed, 70% radio and TV. than press, of information source reliable was a more Facebook would strangers, while 22% said they from friend requests had received said they friend. Only a stranger without having another common from accept a friend request dangers associated with using were that there did not believe 17% of those surveyed social media. KEEPING PASSWORDS PRIVATE PRIVATE KEEPING PASSWORDS three key actions in 2012: key three Educate campaign, supported by – an internet safety Private’ are Passwords ‘Your campaign encouraged students González. The Fernando international tennis player passwords. their to protect Empower nearly attended by were that Nicolás Copano. VTR also ran 15 workshops presenter students. 4,000 Protect Foundation. the UK-based Internet Watch child sex-abuse content, with support from To respond to the research findings, to the research respond To Promoting a digital society a digital Promoting
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43% 44% Gold of children surveyed surveyed of children their shared with passwords their friends of children surveyed surveyed of children in Chile believed was a that Facebook source reliable more than of information radio and TV press, sustainable sustainable in innovation the community, VTR, Chile award for for award 23
main social responsibility program. In addition to the campaigns, with program. main social responsibility talks which have involved more than 33,000 children from 300 schools.” 300 schools.” from children than 33,000 more involved talks which have VTR General Manager, Guillermo Ponce, support of TV presenter Nicolás Copano, we have carried out educational have Nicolás Copano, we support of TV presenter “ Since 2008, VTR has invested over $200,000 in VTR Internet Secure, our in VTR Internet Secure, $200,000 over Since 2008, VTR has invested “ president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe
We are also founders of the eSafety Label platform, a multi-stakeholder a multi-stakeholder platform, Label of the eSafety also founders are We Ministries of Education Schoolnet, the European with European initiative and and industry peers Microsoft Belgium-Flanders, Italy and Portugal, and support accreditation is a European-wide Label The eSafety Telefonica. Promoting a digital society a digital Promoting and children parents teachers, Empowering the specific online a clear insight into have partnerships, we and research Through issues, identified the users at risk. Having put young and issues that could behaviors our strategy is to give parents and teachers the tools, resources and confidence that and confidence that resources and teachers the tools, parents our strategy is to give will enable them to take proactive actions to address serious risks such as cyber bullying serious risks to address actions proactive take will enable them to or child grooming. a remote Teki, Month in June 2012, UPC launched Children’s In Romania, to celebrate channels their favorite to enjoy children mode, which allows child-safe with a control kids, this kids for by Inspired unsuitable content. them from and games while protecting Teki 4,000 and approximately on the Romanian market, of its kind is the first product 2012. sold in were controls family toolkits for eSafety out more to roll with Insafe, continued our partnership We copy in hard either distributed toolkits were 52,000 over aged 6–12. In 2012, children one million. over to well 23 countries, bringing the total reach across or downloaded 100,000 over aged 4–8, reached children younger booklet for Our Play and Learn copies distributed the total to almost 190,000 families in 19 countries in 2012, bringing since 2008. schools allowing accreditation, provides schools and teachers. The initiative service for and offers standards practices against internationally agreed eSafety their own to review including lessons, set of resources schools with an ever-growing a portal providing plans and policies. when 26 Internet Day, was launched on Safer pilot project Label In 2012, the eSafety system and the opportunity to test the prototype given were Europe schools across in 2013. shape the service that will be launched
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108,138 23 52,207 24 or downloaded in total or downloaded Play and Learn Play and Learn booklets distributed countries have countries have access to eSafety access to eSafety family toolkits eSafety family toolkits family toolkits eSafety distributed or in 2012 downloaded
collaboration is fundamental to our work in the area of children’s safe and safe of children’s the area in to our work collaboration is fundamental use of the web.” responsible Marc Durando, Executive Director of European Schoolnet of European Director Durando, Executive Marc “ Liberty Global is a key partner for European Schoolnet, and our long-term Schoolnet, European partner for Liberty Global is a key “ president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe eSafety Label eSafety safety online European-wide for and support service accreditation initiative schools. A multi-stakeholder industry Schoolnet, with European education. peers and ministries of in The pilot included 26 schools six countries. Who are your kids talking to online? kids talking to your Who are video, the first in interactive A three-minute a series of animations called ‘The Digital which helps Children’, of Your Universe their digital parenting strengthen parents them with the empowering skills by needed to protect and resources knowledge online. their children The video is available languages. in seven
Parents Teachers Play and Learn: Being online Play and Learn: olds delivering 4–8 year A toolkit for online, safe keeping messages for a glimpse of how while providing their lives. technology can impact copies have Almost 190,000 2008 been distributed since in 16 languages. European Youth Panel Youth European the Liberty Global sponsored encouraging Panel Youth European to Europe people across young internet safety discuss emerging issues. Liberty Global operations partnerships with strengthened centers. local country Insafe 2009 2011 2012 Teenagers 13–18 Teenagers Promoting a digital society a digital Promoting Children 6–12 Children 2008 2010 Children 4–8 Children Liberty GLObaL A toolkit for 6–12 year olds offering olds offering 6–12 year A toolkit for tools to teachers and children parents, issues, such as safety online overcome communication, cyber-bullying security, and entertainment. been 1.2 million copies have In total, over distributed to date in 18 languages 23 countries. across Family eSafety kit: Taming the web kit: Taming eSafety Family Liberty Global has sponsored Liberty Global has sponsored for Internet Day the Safer years. consecutive seven Safer Internet Day Safer Who does the partnership benefit? 2007 25 Liberty Global and European Schoolnet partnership timeline partnership Schoolnet Global and European Liberty tools to keep educational to create together work Schoolnet and European Liberty Global teachers. and parents at children, online, aimed safe children
president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe To mark the 10th anniversary of Safer Internet Day, Liberty Global joined forces Liberty Global joined forces Internet Day, of Safer mark the 10th anniversary To Commission to launch an educational European Schoolnet and the with European kids talking to online?’ your animation video entitled, ‘Who are the video aims to help parents The first in a series of educational animations, them with the face online and provide understand the challenges their children The animation covers children. their needed to protect and resources knowledge online gaming, blocking issues including privacy on social networks, eight key friends, meeting strangers, personal contacts, online risks, online unwanted and online reputation. information parents of 25,000 survey using the EU Kids Online pan-European It was developed concerned about are parents say their that 41% of children which found and children, confident online to be more likely are the children when in reality their online safety, ensuring by this misconception, address think. The video aims to than their parents the to make measures enough about online risks and protective understand parents their children. right decisions to protect in Organizations of Family the Confederation The educational video is endorsed by Union. Liberty Global has made the video available in English, Dutch, the European also endorsed are German, Hungarian, Czech, Romanian and Spanish. These versions network. Insafe the European through and promoted WHO ARE YOUR KIDS TALKING TO ONLINE? ONLINE? TO KIDS TALKING WHO ARE YOUR Promoting a digital society a digital Promoting
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26 Sonia Livingstone, of Social Professor at the London Psychology School of Economics
welcome the welcome development of this lively and engaging it as resource, job does a great of informing about parents what their are children doing online. The idea is that rather than excluded feeling in or worrying private, parents can find a way to discuss or share, join in with some of their children’s experiences online and so guide them more effectively.” “ I really president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe 18% initiatives Commercial 17% 3% donations Charitable 13% Arts and culture
Economic development Emergency relief Promoting a digital society
79% 2012 $9.7m 1.5% 40% 0.1% 18.9% 2011 2012 2011 2012 2011 2012 Community investments 70% 0 50 Community contributions by motivation Community contributions by 100
45% 35% 2% 2011 Time $7.7m 4.1% 2.2% 0.3%
0.4% 2%
32.5% Other Health 53% Cash In kind Environment Social welfare 2011 2012 2011 2012 2011 2012 63% 0 0 $5m 50 $10m Community investments by focus by Community investments Community contributions by type Community contributions by Promoting a digital society a digital Promoting impacts our measure we How using programs our community investment the impacts of measure We measurement Group Benchmarking London recognized the globally community the outputs and positive records model. This methodology time and management. in cash, impacts of our investments data collection to capture community investment the scope of our increased In 2012, we our total management This helps us understand our markets. across management costs our and increased 10% by our in-kind contribution increased we Additionally, investment. volunteering 11%. Employee by a Digital Society investments of Promoting focus hours in 2012. in 2011 to 5,087 3,555 hours from increased of our the proportion our strategy is to continue to increase Going forward, 9% in 2012. in total by increased contribution, which community investments contributions community Total Education and young people 100
1 Liberty GLObaL time spent working on time spent working as community projects excluding part of their role, time. staff volunteering $1.2 million $9.7 million 27 in management in management costs of community costs of community programs 1 The estimated cost of staff total community total community contributions in 2012
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paGe 31 paGe
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In this section: Respecting customer privacy customer information Safeguarding and service innovation Product Customer relationships Building trust with our customers Building trust with products. Building trust starts with our customers having confidence in our new help build our customers’ trust, while helping them to discover we possibilities in the digital world. We offer industry-leading digital solutions, personalized service, and an industry-leading offer We the privacy of our customers to protecting approach uncompromising in this area, proactively By working and the security of their information. Building trust with our customers our with trust Building Liberty GLObaL 28
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Respecting customer privacy Respecting customer data from personal must receive and services, we our products to deliver In order their personal data and attention to protecting the utmost care give our customers. We many across working As an international company their information. process as we apply our privacy principles consistently we legal jurisdictions, languages and cultures, in all countries and business units. This policy prescribes to all our employees. Policy Privacy issued our Global In 2012, we handling personal customer and rules of behavior for the principles, values, standards on our country Policy published our Consumer Privacy Also in 2012, we information. consumers about their rights and our obligations regarding informing websites, of their personal information. protection Why it matters Why with huge potential value for of currency form new data is becoming a Personal security risk from This places it at great consumers, businesses and institutions. in our the trust that customers have and has the potential to damage breaches to define consumer and services. While society looks to governments products way. trust in our own can do to boost is much we there frameworks, protection in the marketplace, and trusted position a respected our brands occupy aim to have We of our business. is a critical element our customers’ personal information so protecting doing are What we a through data protection customer took tangible steps to improve In 2012, we which incorporates Design process by Privacy a new Policy, Privacy Consumer new as extensive and services design, as well privacy considerations into early product training. employee Building trust with our customers our with trust Building
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Building trust with our customers Building 29
openness and transparency, through a wide range of protective systems.” systems.” a wide range of protective through openness and transparency, identity has to be protected at all times. We approach this issue with this issue approach We at all times. identity has to be protected Manuel Kohnstamm, Senior Vice President and Chief Policy Officer, Liberty Global Officer, and Chief Policy Senior Vice President Manuel Kohnstamm, “ The opportunities presented by the digital world are endless but digital are the digital world by presented The opportunities “ president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe PRIVACY BY DESIGN FOR MOBILE SERVICES BY PRIVACY Privacy workshop to carry out a Office facilitated a In 2012, our Global Privacy mobile European Impact Assessment (PIA) in the lead-up to the first phase of our on the privacy focus increased By undertaking this assessment, we services rollout. at the early stages of their development. our products for compliance requirements Liberty Global’s mobile services team and privacy personnel convened The workshop the services how The teams discussed the mobile proposition, Europe. across from the considered The teams then data flows. going to be operated and the key are compliance and manage privacy and other actions needed to ensure processes control as the mobile services teams to embed these controls for risks. The next steps are and service offering. part of their product Designing privacy into our products Designing privacy into our into account at the taken that privacy risks are to ensure began a process In 2012, we of all cycle the life embedded throughout with controls project, design stage of every Design and it applies both to customer products by Privacy call this technologies. We and internal technologies. and external Design into all internal by is to fully embed Privacy Our objective data is processed. personal technologies where Building trust with our customers our with trust Building Privacy Office set up a Global have we Officer, Privacy of our Group direction Under the into insights and provide best practices apply our privacy program, (GPO) to lead managers and 23 privacy by GPO is supported the the Group, Across trends. emerging procedures privacy compliance of our the implementation officers who direct 13 privacy queries or concerns. for employee the first point of contact and provide privacy to emerging to respond group as a effectively work enables us to This structure to give legislation came into force ‘cookies’ example, in 2012, European For regulation. A cookie is a small piece of data habits. their browsing over control consumers more the browsing are while they browser in a user’s web stored and a website sent from the impacts of the to ensure together teams worked and marketing Our privacy website. of operation and colleagues in our countries by fully understood were directive European implementation in 2013. for to comply with the Cookie Directive an early plan developed Liberty GLObaL 23 30 privacy managers privacy managers at Liberty Global
president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe Liberty Global’s policies and procedures draw on industry best practice and recognized recognized draw on industry best practice and Liberty Global’s policies and procedures to approach an integrated provide such as ISO 27001. They international standards, continuously assess We security. IT security and network security, managing physical to responses the integrity of our data and systems, and develop monitor risks, actively needed. when and where potential threats Safeguarding customer information customer Safeguarding we that want our customers to be confident security is critical to our business. We Data against loss or compromise their information protect in place to measures robust have attack. including malicious reason, any for all employees practices for principles and outlines key Security Policy Our Information include: systems. These connected to our information Building trust with our customers our with trust Building in privacy requirements employees Training honesty and of respect, Liberty Global’s values privacy aligns to people’s Protecting issue of privacy without to manage the our people be challenging for it can Yet integrity. what it means. fully understanding in 10 languages, to help customized training program, a formal developed have We of 2012, 80% our privacy commitments. By the end understand and uphold employees out be rolled mandatory training. The training will had completed this of our employees have we knowledge, our employees’ reinforce in 2013. To to the additional markets of sales, in the areas on privacy protection modules, focusing a further eight developed more requiring out in 2013 to teams be rolled This will and customer care. marketing role. specific to their in-depth guidance, reporting any breaches of the policy to dedicated helpdesks; breaches any reporting security systems; information to protect procedures and data protection; management accountability for and software. installing hardware for protocols Group the importance of following • • • • Liberty GLObaL 80% 31 of employees of employees completed privacy training in 2012
president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe
Roll out common compliance framework Ensure customer Ensure data sent beyond systems our control is anonymized Created and Created new recruited Vice Group-level role President information for security 2013 2014 Work on Work establishing security processes country in every Strengthened Strengthened our Password Policy specific control systems are in place. In recognition of the focus on data privacy, we are we are focus on data privacy, recognition of the in place. In systems are specific control This requirement making this data anonymous. to include extending the controls now our operations. globally across customer data will then be applied to anonymize working. that enable remote with mobile devices Liberty Global equips employees a two-factor have laptops, we data on Company to safeguard measures strengthen To range a broad and support for strength the security authentication solution that offers need to protect methods, which we of applications, utilizing a variety of authentication the is encrypted allowing In addition, data on laptop hard-drives our assets worldwide. started the process data. We storing of sensitive a personal code for to create employees our mobile expect to conclude in 2013. For of encrypting laptops during 2012 and users and also remotely can detect new and smartphones, we such as tablets devices, of loss of the device. wipe the data in the event by our performance track and improve we As security challenges continually evolve, arise. issues as they basis, and addressing a regular on monitoring data breaches of customer information. All employees will be informed in the application of these in the application of will be informed employees All of customer information. during induction training. hires policies, including all new operational locations in the secure is held in multiple Most customer information outside of the corporate office environment, Netherlands, and if it needs to be distributed Building trust with our customers our with trust Building security to information approach A global and continuity. with consistency level managed at a global security must be Information Security of an Information with the creation our practice boosted in 2012, we Therefore, country operations. our corporate functions and local from engaging specialists Forum, update global and establish a common framework, aims to align processes, The Forum security. of information area compliance in the local policies, and ensure culture a company promoting the on-going challenge of also recognized The Forum and not everyone, by that security is owned so of risks and prevention, with awareness our break up we decided to during 2012, personnel. Therefore, confined to specific employees. for user-friendly format and more into a simpler Security Policy Information issues covering policies implementing new and are developed we Using this approach, and acceptable use management, mobile devices such as password with specific risks, Our data security journey Required new new Required to sign a employees security declaration Established Established Information Security Forum
Encrypted laptops Company Liberty GLObaL
87% 32 of laptops encrypted of laptops encrypted security at for corporate and UPC Netherlands offices
2012 president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe of common principles, baselines and standards for all developers of web applications. of web all developers for of common principles, baselines and standards Security by Design is our approach to the early inclusion of data protection to the early inclusion of data protection Design is our approach Security by security Data and services. products phase of new considerations in the development important and is becoming an increasingly and digital confidence is a complex issue that the Design ensures Security by our customers. our business and for factor for an integral part of the design phase. of customer data forms protection with being developed are applications At upc cablecom in Switzerland, web upc cablecom accepts a As a leading digital provider, frequency. increasing data. Recognizing the value of sharing customer protect to actively responsibility upc cablecom established a team to lead the development and expertise, knowledge Community in Practice is a priority with the Web that data protection and ensure business units. different from team, which comprises programmers the quality of web has a mission to improve Community in Practice The Web monthly The team meets confidentiality and integrity. to ensure applications in order to the Liberty recommendations learning, and makes ideas, concerns and to share applications web for minimum requirements for Forum Security Global Information set an agreed the upc cablecom team has created operation. Also, secure essential for SECURITY BY DESIGN IN SWITzERLAND SECURITY BY Building trust with our customers our with trust Building
to product to product
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Alexander Lorenz, Alexander Lorenz, Senior Vice President upc cablecom Technology, learning in order learning in order to build trust both within and outside our business.” development. development. We are sharing are We and cross-country cross-functional team is demonstrating Security by how Design can add value “ Our security president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe regulation is applied. regulation the ‘connected-TV’ debate. engagement campaign with European engagement campaign with European between broadcasters and digital platform and digital platform broadcasters between thoroughly evaluated before before evaluated thoroughly
play an important role in play an important role culmination of an extensive culmination of an extensive differently. The relationship The relationship differently. makers, we were pleased to were we makers, providers in this new environment will require creative solutions which benefit both parties. creative will require environment in this new providers such solutions. Our expertise and experience puts us in a position to help develop must be digital products is that new Our view As part of the launch of the Horizon TV platform, the European Commission invited Liberty Commission invited the European As part of the launch of the Horizon TV platform, scenario-planning to 150 officials as part of a Global to demonstrate Horizon’s features on TV and internet convergence. exercise challenges as these content brings policy Combining linear (TV) and non-linear (interactive) regulated are areas two spotlight Policy policy By showcasing Horizon, the By showcasing Building trust with our customers our with trust Building innovation and service Product and services to products and businesses bring our brands cable company, As a leading and innovation product for year 2012 was a milestone the world. customers all around revolution. in the ‘connected-TV’ our pioneering role our next-generation media and TV, launched Horizon we In the Netherlands, content their favorite and share customers to view that allows entertainment platform TV can watch 80 live tablet and smartphone. Customers computer, their TV, across by devices all of their across and nearly 200 movies shows channels, 3,500 television launching the months of Within four via horizon.tv. the Horizon TV app or downloading almost 100,000 DVR, with built-in mediabox a high definition Horizon Gateway, platform. benefits of this new the up to enjoy subscribers signed Horizon software released we and feedback customer in addressing proactive were We usability. refining months, further few to these queries, in the first updates as a response expect that our customers products Horizon is testament to the kind of market-leading using Horizon TV of our customers were 185,000 us. By the end of 2012, over from opting into our are or an iOS app. Also, 80% of Horizon customers online, via the web content to them, and personalized us to recommend which allows privacy program, is available to This opt-in feature engine with their preferences. the search power rate shows time; the take-up the first for on Horizon power customers as soon as they their experience. to enhance data responsibly that our customers trust us to use their 2013. in and Ireland Germany Horizon will be launched in Switzerland, for UPC UPC for for VTR VTR for for UPC UPC for Liberty GLObaL Awards Awards 80% 100,000 100,000 34 Superbrand (Superbrands Poland Polska) 2 Golden Antenna 2 Golden Antenna awards Poland: Company of of Company Poland: and Product the Year (Fixed-Line of the Year B2B Services) Effie Award Effie Award Mobile Campaign (Gold Award) for Chello Multicanal’s Chello Multicanal’s for Documentaries, Children’s Communications and Marketing of customers opting of customers opting into Horizon’s privacy features subscriptions for subscriptions for Horizon TV in 2012
president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe children on the internet and children and delivering TV, products responsible Communicate data and Communicate data privacy protection measures attention to more Pay customer service, protecting Improve brand reputation in in brand reputation Improve Czech Republic andAustria, to 2011 compared Hungary, Be more open and Be more about transparent and ethics governance 2 Robust data protection Robust data protection and privacy controls brand familiarity Strong in Europe in reputation Improved Belgium, Switzerland, Netherlands and Germany, to 2011 compared Poland, Innovative products Innovative Successes Opportunities What our customers are telling us telling are What our customers Building trust with our customers our with trust Building relationships Customer is a chance our millions of customers one of interaction with every that every believe We and build a long-lasting service efficient and proactive a personal, us to provide for in our customer feedback and themes represented trends track overall We relationship. that this valuable channels, and ensure and social media survey via our annual consumer objectives. service plans and improvement is integrated into our customer feedback 2 Liberty Global 2012 RepTrak™ reputation survey. reputation 2 Liberty Global 2012 RepTrak™
1 Liberty GLObaL component of our annual component of our annual Brand and Satisfaction of customers of all Survey cable operations, European BW. Kabel excluding 6.7 out of 10 35 1 Index is a The Trust 2012 Trust Index score Index score 2012 Trust average) (Group
2011 score: 6.7 2011 score: president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe paGe 39 paGe paGe 38 paGe
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In this section: and efficiency use Energy gas emissions Greenhouse E-waste Customer products Managing our environmental impacts Managing our environmental the environmental in addressing play a role As a global corporate citizen, we our business. Reducing our environmental impacts generated through only the right thing to do; it also supports the sustainability is not footprint identified with our have priorities we of our business. The environmental and e-waste. gas emissions greenhouse efficiency, energy are stakeholders discovering are we By fully understanding our impacts in these areas, efficient ways of delivering our customers and more smarter solutions for and services. our products Managing our environmental impacts our environmental Managing Liberty GLObaL 36
president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe
About . In 2012, we also extended our data collection to cover VTR in Chile and cover also extended our data collection to . In 2012, we 1 operations where we exercise operational control. Data for these subsidiaries is reported at 100%. these subsidiaries is reported for Data operational control. exercise we operations where convened a working group of experts from across the business to develop a Company- to develop the business across of experts from group working a convened and consistent electricity consumption data. accurate collecting more for wide process and continued the scale of our global presence significant milestones, given These were the year. over growth this report for more information on this. information more for this report Having established a more comprehensive and accurate baseline, we will plan to launch and accurate baseline, we comprehensive Having established a more in 2013. targets environmental 1 all of our worldwide disclose data for we basis, which means on a ‘control’ Liberty Global reports As a result, our corporate structure and reporting boundaries have changed between 2011 changed between have boundaries and reporting our corporate structure As a result, meaningful comparison across a more for and 2012. In line with best practice, and to allow considered the impacts of these changes were 2011 where data for restated have we years, upc for material. In addition, Scope 2 and electricity consumption data has been restated consumption data as a cablecom, which experienced a material change in their energy 2012. Please see collection of this data for to the approach of the standardized result What we are doing are What we in 2012, management is dependent on high-quality data. As such, environmental Effective to our resource relating scope and accuracy of information the on increasing focused we Using waste and water. business travel, consumption, including electricity consumption, data, we and analyze environmental aggregate an online data-collection tool to collect, headquarter offices, including our 13 countries and three data from report now and Rubicon in UPC Hungary, subsidiaries Aster in Poland in Germany, BW Kabel in 2011 acquired to energy risks. to energy and Communicationthe Information (GeSI), Global e-Sustainability Initiative to the According 12% by to rise by projected is gas (GHG) footprint (ICT) sector’s greenhouse Technology by global GHG emissions to reduce the potential ICT solutions also have However, 2020. to the global efforts can participate in the same period. At Liberty Global, we 17% over that help our customers to digital platforms enhancing access emissions by GHG reduce impacts. environmental their reduce which is important in the context of managing our environmental area Another pivotal e-waste equipment. Today, or obsolete electronic – defective to e-waste impacts relates Every 4% annually. around by increasing waste stream, fastest growing is the world’s to the United Nations and, according is produced 40 million metric tons of e-waste year, only 10% is recycled. Program, Environment Managing our environmental impacts our environmental Managing it matters Why in resource come together management environmental practice and Good business rely on we resources the for preserving is not only vital Using less to do more efficiency. efficient business. us a leaner and more but makes our operating will increase prices will continue to rise, which anticipate global energy We and to cost increases, from our business and our customers to protect costs. In order by levels 1990 to 20% below consumption energy to reduce help meet the EU target mitigate our exposure which will efficiency measures in energy investing are we 2020, Liberty GLObaL 37
president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe DSL THER O WIRELESS NETWORK NETWORKS B2B CONSUMERS ARTY) 68 GWh (12%) Non-network (office use) 504 GWh (88%) Network (data center, headend and cable network) FIBER NODE FIBER NODE HUB ARY AND THIRD-P HEADEND 2012 NETWORK (PROPRIET HYBRID FIBER COAXIAL NETWORK CK- BONE BA NETWORK D VIDEO PHONE INTERNET HEADEND NETWORK MASTER HEADEN ATA D CENTER 572 GWh 2011 2012 NON- OFFICE 0 NETWORK etail shops, This category includes r call centers, warehouses and parking lots 568 GWh 200 400 600 The scope of our electricity consumption data for 2012 covers Liberty Global’s 2012 covers data for The scope of our electricity consumption and operations. This includes our offices, data centers, fiber networks worldwide (combining optical fiber and coaxial fiber-coaxial (HFC) networks hybrid third-party owned not directly networks as DSL (digital subscriber line) and wireless cable), as well below. shown our services. These are to deliver Liberty Global but used by What we include in our electricity consumption data What we Total electricity consumptionTotal use consumption by Electricity Managing our environmental impacts our environmental Managing and efficiency use Energy 2011. over of 0.6% This is an increase of electricity. 572 GWh consumed In 2012, we Liberty GLObaL 88% 572 GWh 38 of energy use comes use comes of energy our network from infrastructure total electricity total electricity 2012 consumption in
president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe
e 2 e (4%) 2
2 263,363 CO 1 e 2 9,300 CO Other indirect GHG emissions (scope 3) Total: e) 2 263,363 2011 2012 e (14%) 0 261,592 e (82%) 2 e emissions by scope in metric tons of CO scope e emissions by 2 2 e) – a universal measure that allows the global warming potential of that allows measure e) – a universal 2 100,000 300,000 200,000 e, an increase of 0.7%. of 0.7%. e, an increase 2 equivalent emissions (metric tons of CO 2 37,121 CO 216,942 CO Direct GHG emissions (scope 1) Indirect GHG emissions (scope 2) for Sustainable Development GHG Protocol Methodology (using the UK Department for Environment, Environment, Methodology (using the UK Department for Protocol GHG Sustainable Development for 2012). and Rural Affairs (Defra) emissions factors for Food different GHGs to be compared. In 2012, our total carbon footprint was 263,363 metric In 2012, our total carbon footprint GHGs to be compared. different tons of CO Breakdown of CO Breakdown 1 Business Council to the World of our operations according calculated the GHG emissions have We at the customers’ premises. and modems 2 customer set-top boxes Excluding CO Total Greenhouse gas emissions gas Greenhouse of carbon dioxide in metric tons expressed gas (GHG) emissions are Our greenhouse equivalent (CO Managing our environmental impacts our environmental Managing 2012, In our markets. in efficiency initiatives energy drive continued to have We UPC Netherlands was the first of our brands to become ISO 14001 certified, the become ISO 14001 of our brands to was the first UPC Netherlands As part of its management. environmental for standard recognized internationally also Netherlands has UPC 2020, by efficient energy more to become 30% commitment 30 other together with initiative, efficiency a national energy signed up to ‘MJA-3,’ moved of their employees In 2012, 400 technology organizations. leading information This category is the in Leeuwarden. sustainable building BREEAM ‘Excellent’ into a new assessment – a leading environmental BREEAM sustainability from for highest score buildings. system for method and rating efficiency by energy increasing significant progress, has also made In Belgium, Telenet business expansion. Based on current 7% since 2011 (30% since 2007), despite than more savings of €4.5 million since 2007. estimates that this equates to prices, Telenet energy efficiency and network a of a combination of increased is the result This achievement at its data centers. number of improvements
e e: 2 2 emissions
2 Liberty GLObaL
1,988 263,363 avoided through through avoided conservation energy and efficiency initiatives Robert Dunn, Media CFO, Virgin Managing Director, (formerly UPC Netherlands) Liberty Global’s Liberty Global’s carbon footprint 3) (scope 1, 2 and 39 metric tons of CO metric tons of CO
and stimulate the environmental of our awareness employees.” of energy is an of energy important aspect of our CR strategy. UPC Netherlands has embraced the Climate Challenge of parent program Liberty company Global, aiming our to reduce CO “ Responsible use president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe 2012 . Of this, in 2012, 2 201,510 Gross Net 0 263,363 100,000 300,000 200,000 1 e) 2 e through avoidance of business travel. business travel. of avoidance e through 2 e through air travel – equally 88% of our overall – equally 88% of our overall air travel e through 2 2011 209,767 Gross Net 0 261,592 Gross emissions are calculated using national grid average conversion factors for all electricity consumption for factors conversion calculated using national grid average emissions are Gross carbon offsets or consuming activities, such as purchasing emissions reduction and this does not account for factor calculated using a conversion Net emissions are sources. energy renewable from electricity derived certified green generation and from energy onsite renewable all electricity consumed from for of zero contracts, and deducting emissions equivalent to the total amount of carbon offset purchased. energy 100,000 300,000 200,000 we generated 7,018 metric tons of CO generated 7,018 we 2 of scopes 1, 2 and 3. definitions See data table on page 55 for business travel emissions. We have taken steps to reduce our travel-related emissions our travel-related steps to reduce taken have emissions. We business travel an advanced videoconferencing Cisco TelePresence, introducing in the last 12 months by a table together. around were as if they virtually, to meet facility that enables employees in 51 suites at our TelePresence have we now office in 2011, First used at our Denver day and serving 5,000 every 50 people by around and Chile, used Europe offices in benefits, it enhances environmental in 2012. In addition to delivering conferences In 2012, using Cisco time spent traveling. reducing by and wellbeing productivity saved have calculated that we have we emissions, forecasting methodology for 4,500 metric tons of CO approximately 1 1 Business travel 85% of our scope 3 emissions around accounts for Business travel In addition to reducing our carbon emissions through purchasing and generating green energy, energy, green and generating purchasing our carbon emissions through In addition to reducing that remove in initiatives investment through some of our local operations offset emissions example, Telenet For along the way. and support communities the atmosphere carbon from in areas planting trees in Ecuador, along the Rio Mira river projects supports reforestation forests replanted Here, last 60 years. the over been destroyed that have of the rainforest also but they the atmosphere), carbon from not only act as global carbon ‘sinks’ (removing shade, and enhances and provides reduces erosion local flora and fauna, which regenerate people living along Rio Mira. for sustainable livelihoods and economic development as of 2015. will be realized The carbon offsetting of these activities and net emissions, into gross down our footprint break In line with best practice, we and offsetting. energy which illustrates the impacts of alternative vs. net emissions (metric tons of CO Gross As well as purchasing green energy from electricity suppliers, we also generate our own also generate our own we electricity suppliers, from energy green as purchasing As well BW In 2012, Unitymedia Kabel our global operations. sites across at several energy renewable The panels can generate Germany. Kerpen, 400 solar panels in its car park at installed over to supply 22 households. – enough year every of energy kWh up to 64,000 onsite include upc cablecom, energy use solar panels to generate green that Other markets and our corporate head Telenet UPC Poland, UPC Czech Republic, UPC Netherlands, office in Amsterdam. Offsetting Managing our environmental impacts our environmental Managing energy Green energy to green switching are of our markets emissions, a number our to reduce In order buildings and networks. their office to power sources) renewable from (derived contracts hydroelectric certified ‘AlpEnergie’ from of its energy 100% procures in Belgium Telenet satellite TV operation in Central (UPC’s UPC Netherlands and UPC Direct sources. also in contracts are while renewable energy, 100% renewable also purchase Europe) programming our and Germany in BW Kabel Unitymedia across locations select for place business Chellomedia.
2 2
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4,500 61,853 saved by using using by saved TelePresence videoconferencing saved through through saved of green procurement and onsite energy renewables 40 metric tons of CO metric tons of CO Ingo Draheim, Project Ingo Draheim, Project Unitymedia Manager, BW Kabel
panels are located located panels are which on rooftops, means people often can’t even see them. Our panels at Kerpen on located are – we the ground wanted people to see a visible symbol of our commitment energy.” to green “ Usually, “ Usually, solar president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe
onic aste ctive) ctive) re of non-usable s quipment Di oxe E certified facilities Recycling parts at WEEE (W Electrical and Electr and modems of set-top b REFURBISHMENT s es oxe ox of used efurbished of new and r AREHOUSING and modems and modems COLLECTION set-top b set-top b W e that dwar s oxe E AG US , a UN-backed international non-profit organization, that aims to organization, international non-profit , a UN-backed and modems es are examples of har es are of set-top b ox oadband internet and telephony services. Modems and set-top b we lease to customers, connecting them to our cable television, br Liberty Global also donates refurbished IT equipment to community projects that IT equipment to community projects Liberty Global also donates refurbished continued our partnership have We world. bridge the digital divide in the developing with Close the Gap bridge the divide by offering second-hand computers to schools and hospitals in offering bridge the divide by from hardware donated 16 pallets of refurbished In 2012, we markets. emerging for our offices to Close the Gap, including 17 desktop computers and 50 monitors schools and hospitals in Kenya. Reuse and recycling of our set-top boxes and modems of our set-top boxes Reuse and recycling Managing our environmental impacts our environmental Managing E-waste this customers. When to hardware of electronic on the supply relies Our business the electronic changes, or when customers make becomes obsolete, hardware it is environmentally and end up as waste in landfills where discarded equipment may be and environmentally the safe for a responsibility Liberty Global shares hazardous. e-waste. friendly handling of them our customers, and repurpose and modems to boxes lease customer set-top We of waste being sent to landfill. metric tons 5,000 approximately after use, avoiding In 2012, we refurbished three million set-top boxes and modems and 36% of the and modems set-top boxes million three refurbished In 2012, we stock. refurbished from sourced to our customers was deployed equipment that we that is collected but cannot that hardware ensure and Regenersis Our partners Teleplan Equipment Electrical and Electronic to the Waste is disposed of according be refurbished (WEEE) Directive.
Liberty GLObaL 16 $130 million 5,167 36% 41 pallets of refurbished pallets of refurbished our from hardware donated offices were to Close the Gap for in Kenya re-use saved through through saved of refurbishment and set-top boxes modems in Europe Telenet) (excluding metric tons of waste metric tons of waste to landfill avoided hardware through refurbishment of set-top boxes and and of set-top boxes modems retrieved and refurbished and refurbished
president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe
dedicated to dealing with its hardware stream. In addition, the Telenet Foundation Foundation In addition, the Telenet stream. dedicated to dealing with its hardware Imsir’s facilities and actively at BW a training classroom for computers funded new Imsir’s staff in train BW their time to to volunteer employees encouraged Telenet digital literacy. a supply chain award, was nominated for partnership this innovative As a result, a finalist in the the Ghent Business School. The partnership was supported by Profit. Planet, – People, to the ‘3Ps’ its approach companies’ category for ‘large Imsir; Planet, because people at BW 40 jobs for creates because the project People, year; and to landfill each sending 712 metric tons of hardware avoids the initiative re-using materials. by avoidance form of €18.5 million capital expenditure in the Profit, Telenet repurposes customer-used set-top boxes, decoders and modems, and has customer-used set-top boxes, repurposes Telenet the last for Imsir, BW workshop, employment with the Belgian sheltered partnered Imsir provides BW as new. sending customer equipment to be refurbished 10 years, learning disabilities, some of whom have people with for training and employment long-term social exclusion. from suffered up at the centers end customers to Telenet by and modems returned Set-top boxes the equipment, and test, clean and refurbish employees where Imsir workshop, BW customers. Its operation aligns with the highest quality new use by it for repackage and is ISO 9001 certified. standards has 40 staff Imsir now equipment, BW supply of returned growing Thanks to Telenet’s PEOPLE, PLANET AND PROFIT APPROACH TO TO APPROACH PEOPLE, PLANET AND PROFIT TELEnET’S E-wASTE Managing our environmental impacts our environmental Managing Liberty GLObaL 712 42 metric tons of metric tons of waste avoided by at Telenet set-top repurposing and modems boxes
president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe Managing our environmental impacts our environmental Managing products Customer mode and optional (one watt) standby a low-power models have set-top box Our latest in 2012, has multiple which launched TV gateway, settings. The Horizon smart energy savings. home energy ‘cold’ mode, enabling power lowest modes, including the standby as as part of our continued commitment taken have we some of the measures These are consumption of the energy to improve Industry Agreement a signatory to the Voluntary to help our customers responsibility within the EU, and as part of our set-top boxes impacts. their environmental reduce the optimum outcome – easy and achieving behavior is never Changing customer a challenge. – remains best user experience while saving energy a combination of the automatic recordings, such as boot-up time, remote example, functionalities For is in ‘lukewarm’ when the box monitoring can be impeded and remote recordings our customer need to improve we believe modes. We or ‘cold’ energy-saving cost-saving and sustainability attributes of these products, communication around behavioral change. widespread more to create impacts of our product on minimizing the environmental also worked have We the composition of these materials the amount and improving reducing packaging by example, Horizon’s packaging is made up of plastic components possible. For where Also, 66% recycled. are while the carton lid and underside 100% recycled, which are user send a short summarized to customers, we instead of issuing printed user manuals to customers online. guide, while making the full manual available possible, where with our packaging suppliers to ensure, will work ahead, we Looking Council Stewardship Forestry use paper-based packaging materials certified to the we reduce We will Certification. the Endorsement of Forest for or the Programme standard and identify biodegradable materials and inks the number of packaging components sustainably sourced. that are Liberty GLObaL 43
president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe Fast Forward class of 2012 Forward Fast paGe 50 paGe
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In this section: Engaging employees IN the Community Employees Foundation Life for Lessons Building partnerships for Being a responsible business Being a responsible brings possibilities in the digital world new Enabling people to discover us at Liberty Global, this For as responsibilities. opportunities, as well and begins with a commitment to conduct our business with honesty for and with respect with high ethical standards, in accordance integrity, business, resilient can build a more we in our employees all. By investing can we responsible with our suppliers to be more working and by to a and operating costs. Collaboration is key exposure our risk reduce business. successful and responsible supply chain a responsible Being a responsible business a responsible Being Liberty GLObaL 44
president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe
What we are doing are What we behaviors necessary and the principles, standards Our Code of Business Conduct sets out officer and director, The Code applies to every to do business with honesty and integrity. the Code of Business Conduct, we Supported by of the Liberty Global Group. employee Policy Anti-corruption operate a strong of ethical behavior, high standards set ourselves and do not contribute to political parties. by recognized business has been as a responsible Liberty Global’s performance been listed in have example, we For exchanges. sustainability indices at leading stock listing in both the Dow achieved in 2012, we and the FTSE4Good Index since 2007, In addition, our Belgian and North America Indexes. Jones Sustainability World Leader in the Supersector to be named was the first cable company Telenet, subsidiary, Index. Jones Sustainability World Dow the 18 Most Responsible Companies in Chile. VTR was distinguished once again among that monitors corporate social an organization ProHumana, The ranking is compiled by Chile. across initiatives responsibility Sales and (CR) team and the Strategic Marketing, In 2012, the corporate responsibility Code of Ethics for a Company-wide department jointly developed Customer Care to truthfulness and honesty in all laying out Liberty Global’s commitment Advertising, and contacts with customers. In early 2013, this Code was activities of our advertising published on our corporate website. Being a responsible business a responsible Being it matters Why in continued to decline trust in business that public shows (2013) Edelman by Research positive a more revealed survey perceptions consumer our own 2012. At Liberty Global, However, of our 11 markets. in five had improved that our reputation showing picture, on and services, our reputation products a high opinion of our while consumers have an opportunity to offers and citizenship to corporate governance matters relating trust in our brands. increase satisfied. and customers are deeper than ensuring our consumers Responsibility goes It relates to the way we care for and develop our employees, maintain collaborative maintain collaborative our employees, and develop for care to the way we It relates The communities in which and help communities thrive. with our suppliers, relationships and and suppliers of products of talented employees a valued source operate are we in our our investment In return, vital to our business operations. services that are while resilient, our local communities more neighbors helps make people, suppliers and Being a of financial markets. recognition trust in our brands and the positive increasing being a successful business. for business is a prerequisite responsible
Liberty GLObaL
45 Recognized in Recognized sustainability indices
to investors that our responsible performance has been recognized by by has been recognized performance that our responsible to investors in the financial markets.” voices independent and credible Rick Westerman, Senior Vice President of Investor Relations and Corporate Relations of Investor Senior Vice President Rick Westerman, Communications, and Chairman of the Corporate Responsibility Committee “ Our position in leading sustainability indices is important because it signals Our position in leading sustainability indices is important because “ president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe
2012 17,370 79.65% 2011 15,178 77.67% 4,332 19.86% 4,259 21.79% 107 0.49% 105 North America Latin America Europe 0.54% 0 7,500 2,500 5,000 17,500 12,500 15,000 10,000 20,000 Being a responsible business a responsible Being employees Engaging people than 21,000 our more for employer aim to be a responsible Global, we At Liberty connected to the vision of to feel people Our aim is for regions. global three across hold. the values that we Liberty Global and in training and significant investment through performance support employee We and regulations and safety compliance with health ensure We programs. development of our employees. the health and wellbeing to advance additional initiatives undertake end) 2011–2012 (headcount at year at Liberty Global workforce Total By region In 2012, the first ‘European Leadership Connection’ was held in Amsterdam, attended Leadership Connection’ was held in Amsterdam, In 2012, the first ‘European by Liberty Global’s Managing Directors and their direct reports from the corporate from reports and their direct Directors Liberty Global’s Managing by stronger aimed to develop country operations. The event and our European organization a and develop views a chance to share ties among our global leaders and provided Malone and opportunities and challenges. Our Chairman John to key approach shared about the business perspectives Fries personally presented Officer Mike Chief Executive and insight among and engaged in discussions to help align the awareness environment, this important leadership community within our Group. of our the power it is important to leverage leader, a market Liberty Global to remain For 900 of our global leaders (HR) surveyed that aim, Human Resources support people. To The outcome of this on their expectations of HR in supporting business objectives. in operational aspects and well that the HR function was delivering showed survey leaders expressed However, its day-to-day objectives. helping the business to achieve and talent evaluation of HR in leadership development, higher involvement the need for management. performance 12,304 13,668 Male
8,141 Female 2011 2012 7,238 0 Liberty GLObaL 0.4% 30% 62.7% 37.3% 5,000 15,000 10,000 25,000 Total employees by gender by employees Total 46 decrease in in decrease employee turnover employee increase in new in new increase hires employee male employees male employees (2011: 63.0%) female employees employees female (2011: 37.0%)
20,000 president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe s the
d d h adership oac oposition Le es our Company adership Competency ogram develop world-clas alue Pr Pr Le Model Senior LEADERSHIP We the leaders to take Company forwar HOW? • • • • ement/Scorecar eas. create a culture that inspires our that inspires a culture create Employee V Employer Brand Measur Globalized HR Appr CULTURE We people and mak HOW? • • • • place to work SHIP
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E L The A T w erformance echnology e we have the best develop our talent and alent Revie alent T alent Mobility LENT Management T Succession Planning T T Global P HOW? • • • • • • TA We ensur people at all levels of the organization Our three-year strategic HR roadmap focuses on three ar on three focuses HR roadmap strategic Our three-year Establishing a culture of innovation Establishing a culture and innovation of entries to our employee round promising saw another In 2012, we their ideas about how to share Spark, which encourages employees ideation platform, The aim of Spark internal processes. our customers better and improve could serve we our business. sharing across and knowledge of innovation is to embed a culture the Netherlands and Ireland, in Austria, employees 5,000 reaches now The program shortlisted been submitted, of which 38 were date, almost 800 ideas have Romania. To to Liberty Global’s Annual invited The winners were implemented. and 10 were Spark in all markets intend to introduce ideas. We Summit to celebrate their Technology the end of 2014. by of Spark during the year version UPC Netherlands successfully piloted an environmental shape and efficiency energy in employees engage to aimed campaign This GreenSpark. – efficiency 57 energy received campaign Efficiency Plan. The GreenSpark UPC’s Energy service implementation, including ‘green’ selected for of which were ideas, seven external meetings. nearby for UPC bicycles and providing customers subscriptions for Being a responsible business a responsible Being Agenda The People This initiative, Agenda. the People consultation was HR of our Group-wide The result for direction future out the Company’s in early 2013, sets launched formally which was the needs of the business. It in line with and Culture, Leadership our Talent, developing team of senior executives. an advisory by 45 global HR leaders, supported by is steered
Liberty GLObaL 4 47 average training training average days per full time days per full time employee
president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe Brigitte Hogenbirk, Management Assistant at UPC Netherlands, came up with a Brigitte Hogenbirk, Management Assistant to connect to UPC employees young a staff association for Spark idea to create employer The aim was to improve colleagues and international organizations. to the Company. professionals branding and attract young UPC 150 young summer of 2012, when around in the Her idea became a reality These events. and networking signed up to join branding workshops employees UPC’s management team, during which included a ‘speed dating’ session with slots to quiz business leaders on all aspects three-minute given were employees Participants development. professional as their own of the business as well the openness, accessibility surprised by pleasantly were commented that they and inspiration of UPC’s management. MY SPARK IDEA: YOUNG UPC IDEA: YOUNG MY SPARK Being a responsible business a responsible Being
Liberty GLObaL 5,000 48 employees can can employees access the access the Spark program
president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe
of specific performance targets, tailored to each local market, for example to each local market, tailored targets, of specific performance employees, reinforces our commitment to customer satisfaction through the our commitment to customer satisfaction through reinforces employees, ‘Customer Enthusiasm’ in UPC Netherlands, or ‘Customer Loyalty’ in Telenet in Belgium. in Telenet or ‘Customer Loyalty’ ‘Customer Enthusiasm’ in UPC Netherlands, Assessing and improving performance Assessing and improving Review. is our annual Performance engaging employees use for One of the prime tools we against manager about performance a direct This includes an open discussion with feedbackwell as goals and specific learning needs, as development professional objectives, and our mission and values, with consistently responsible support employees on how Review. participated in a Performance In 2012, 91% of employees ethical behavior. Review which is incorporated into the Performance process, The objective-setting of its capital expenditure (Capex) investment. The Executive Management Committee Executive The (Capex) investment. of its capital expenditure while flow cash its free could increase the Company how (EMC) wanted to know possible prices. at the lowest with the best products, customers continuing to provide Capex a Company-wide team was to create Forward the Fast by The recommendation and support each the organization across Efficiency Unit to champion Capex excellence adopted this competences. The EMC technical investment to develop market and established a Capex Efficiency Unit. recommendation for Being a responsible business a responsible Being leaders future our Developing our to identify and develop at Liberty Global is front goal on the employee A key leaders’ development our emerging do this is through we One way that leaders. future launched in 2011, aims to identify program, This development Forward. Fast program, our global operations. across leaders from emerging as As well program. Forward their Fast started 39 employees class of In 2012, a new assessment of their leadership strengths, and a detailed feedback 360-degree receiving their them through mentor to guide and inspire assigned a senior participants are need. the support they have they ensuring program, participants which offers is the Business Challenge, Forward Fast The centerpiece of Global is facing. In 2012, tackle actual business issues that Liberty the opportunity to the efficiency could increase Liberty Global on how focused one of these challenges establishment
Liberty GLObaL
91% 39 28.5% 49 of employees received received of employees Review a Performance participants in participants in Forward the Fast program Leadership women in in women management (% of management)
It gave me an opportunity to meet and interact with the most interesting me an opportunity to meet and interact with the most interesting It gave a personal from me with clear direction and inspiring people. It provided perspective.” and professional Rhona Bradshaw, Head of Marketing and Online, UPC Ireland Head of Marketing Rhona Bradshaw, “ Fast Forward was one of the most extraordinary experiences of my career. career. experiences of my was one of the most extraordinary Forward Fast “ president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe Alongside IN Heroes, our IN Givers program matches employee fundraising. In 2012, matches employee program our IN Givers Alongside IN Heroes, a total receiving endeavors, their charitable matched funding for received 40 employees support for their chosen charities. One example of this was our toward of $110,000 raised $12,000, Month: employees Cancer Awareness Breast fundraising for employee to the This was donated a total of $24,000. which Liberty Global matched to reach which supports Foundation, and Pink Ribbon International the Cure for Susan G. Komen cancer. breast from suffering women IN Heroes unmet needs in their to help alleviate celebrates those who volunteer IN Heroes the charity of their choice, for the winner €5,000 communities. Liberty Global gives 20 short-listed the charity of their choice, and for €3,000 the runner-up receives the last seven of their choice. Over the charity each for €1,000 runners-up receive received In 2012, we to community organizations. €196,000 awarded have we years, nearly volunteered who collectively the world all over employees 85 applications from hours. hours of their time, outside working 17,000 IN Givers Being a responsible business a responsible Being IN the Community Employees through employees our is guided by at Liberty Global of our charitable giving A portion and IN Heroes the Company-wide including initiative, IN the Community our Employees programs. IN Givers
to
Liberty GLObaL
17,000 17,000 Awards €196,000 €196,000 50 hours of employee hours of employee were volunteering the through recognized program IN Heroes Social Award America, Chello Latin its Corporate for Program Volunteer (first prize) Foro Ecumenico Ecumenico Foro awarded to employee- awarded since chosen charities 2005
demonstrated by our employees to a wide range of causes that matter to a wide range of causes that our employees demonstrated by to encourage and support them in these endeavors strive to them. We not only share that they proud are We program. the IN Heroes through skill sets and creativity.” time but their their free Amy Blair, SVP, Chief Human Resources Officer, Liberty Global Officer, Chief Human Resources SVP, Blair, Amy “ I am continually impressed by the commitment and dedication the commitment and dedication by I am continually impressed “ president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe cancer examinations for 117 women, and putting on 21 open-air film screenings, viewed viewed on 21 open-air film screenings, and putting 117 women, cancer examinations for charity. for $21,000 has raised over Krzysztof six years, people. Over 2,000 by to the local a contribution This has helped me make assertive. more people in supporting the different community and engage many Radzymińskie Forum.” tons of waste paper, distributing 200 tree seedlings to employees, organizing breast breast organizing seedlings to employees, distributing 200 tree tons of waste paper, her work dedication and altruism through Simona has shown UPC Slovakia. from CDs, books and theater which produces Children), with Šanca Deťom (Chance For with cancer. to support children and donates the proceeds children, for productions oncology departments in hospitals for has raised $27,000 date, the organization To Slovakia. across Specialist from UPC Poland. Krzysztof is a founding member of the Radzymińskie member of the Radzymińskie Krzysztof is a founding UPC Poland. Specialist from near of Radzymin, a town of community residents which acts in the interests Forum, education, social integration, on promoting focused initiatives It delivers Warsaw. protection. health and environmental Through volunteering, I managed to overcome my shyness and become shyness my I managed to overcome volunteering, Through metric two recycling training, first-aid organizing for recognized Krzysztof was also winner Krzysztof Chaciński, IN Heroes Manager a Marketing to Simona Kocian, runner-up prize was awarded The IN Heroes Interconnect first-place winner was Krzysztof Chaciński, a Junior The 2012 IN Heroes “ OUR HEROES CELEBRATING Being a responsible business a responsible Being
Liberty GLObaL
$110,000 129 Simona Kocian, IN Simona Kocian, runner-up Heroes 51 matched funding matched funding for employee employee for charitable causes IN Heroes award award IN Heroes winners to date
unfortunately, unfortunately, quite common in family. my Since I started with volunteering Šanca Deťom, fulfilled I feel that my knowing skills and energy can help. Even though it’s still to see hard really in the sick children hospital, it’s very to see rewarding them smile.” “ Cancer is, president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe Diederik Karsten, Executive Vice President of European Broadband Operations, Broadband of European Vice President Executive Diederik Karsten, headquarters. Amsterdam at our the cyclists welcomed covered over 300 kilometers in three days, cycling from London to Amsterdam. to Amsterdam. London from days, cycling 300 kilometers in three over covered of family of the late Shane O’Neill (founder by accompanied were The cyclists Liberty Global and Chief Strategy Officer, and former Foundation Life for the Lessons was $392,000 Chellomedia) and other supporters. In total, an impressive President, at primary children enough to fund 2,000 at this event, the Foundation raised for one year. school for FOR LIFE CYCLE Liberty Global from 26 cyclists Foundation, Life for the Lessons for raise money To Being a responsible business a responsible Being Foundation Life for Lessons scholarships provides Chello Foundation) the (formerly Foundation Life for The Lessons HIV and AIDS in Sub-Saharan by affected to vulnerable children and educational support the Since its inception in 2007, a better education. can benefit from Africa so they education at primary, to access quality children 7,500 over has enabled Foundation Liberty Global meets the level. schools and higher education secondary and vocational We contributing to specific programs. as as well the Foundation operational costs of to support the Foundation. employees also encourage our than $690,000 which raised more fundraiser, hosted an awards In 2012, the Foundation and books. uniforms scholarships, school and sanitation facilities, to fund educational and Chief President Fries, and Mike trustees of the Foundation Attendees included 2012 HumanitarianFoundation’s the presented Officer of Liberty Global. Mike Executive and CEO of MTV Networks Chairman former to Bill Roedy, Award Achievement health initiatives. global of several member board and International, and chairman, envoy
Liberty GLObaL
7,500 7,500 was great fun but more importantly the amount of money raised is life money importantly the amount of fun but more was great hugely grateful to are supports. We the Foundation the children changing for them – thank you!” that sponsored and to everyone that took part everyone Ruth Pirie, CEO, Lessons for Life Foundation Life for Ruth Pirie, CEO, Lessons 52 children given access access given children to quality education thanks to the Lessons Foundation, Life for since 2007
“ The commitment and enthusiasm of the cyclists was incredible. The event The event was incredible. The commitment and enthusiasm of the cyclists “ president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe Global
platform also includes the functionality to put in place also includes platform By working with EcoVadis, we will be able to anticipate we with EcoVadis, By working will use EcoVadis’ In 2013, we effectively. potential risks more 100 suppliers, equating to 50% to assess our largest platform capital expenditures. of our overall The Securities and Exchange Commission (SEC) in the U.S. has issued final rules covering (SEC) in the U.S. has issued final rules covering Commission The Securities and Exchange the from sourced tin, tungsten and gold) that are certain ‘conflict minerals’ (tantalum, used to finance countries and which are Democratic Republic of Congo and surrounding us working with our suppliers, who help make We are region. armed conflict in that supply to us. they conflict minerals that may exist in products of such aware we began and, in parallel, of the SEC’s final rules began our review In late 2012, we that may fall and suppliers of products country of origin inquiries with our vendors to designated under those rules. These inquiries include facilitating initial questionnaires obligations reporting our needed for to obtain the information manufacturers, product will send out we EcoVadis, partner, our to the SEC. Also, starting in late 2013, through which will integrate conflict mineral questionnaires additional Supplier Performance questions into the supplier scoreboards. collaborative corrective action plans. corrective collaborative to conflict minerals Our approach that we procure products or services which conform to ethical and human rights standards. which conform or services products procure that we labor standards to international to adhere designed are Our supply chain processes based on the and are Conventions) Core Organization Labour (such as the International Global’s Business Code decency and integrity as laid out in Liberty values of openness, guide Principles and Supply Chain our Responsible Procurement of Conduct. In addition, supply chain risks. us in managing potential EcoVadis to scale with our approach Taking systems that assess sustainability management and benchmarked reviewed In 2012, we a with EcoVadis, partnered now have we of suppliers. As a result, performance scorecards, tools, including a range of evaluation management consultancy that offers and ethical performance social to benchmark suppliers against 21 environmental, and in line with international standards criteria are evaluation indicators. EcoVadis’ the United Nations Global Reporting Initiative, including the frameworks Being a responsible business a responsible Being a responsible for partnerships Building chain supply and a robust implementing are we potential risks in our supply chain, to manage In order wide to ensure suppliers world than 6,000 our more to assessing consistent approach Compact, and ISO 26000. The Compact, and ISO 26000. Liberty GLObaL 53
president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe of
The
dana strong dana Chief Operations Chief Operations Officer Virgin Media
Mauricio ramos President, President, Liberty Global America Latin
balan nair
EVP and Chief EVP and Chief Technology Officer
President and CEO Fries Michael T. Liberty Global Liberty Global Manuel Kohnstamm SVP and Chief SVP and Chief Policy Officer Policy Board of Directors Board Corporate Responsibility Committee (CRC) diederik Karsten EVP European EVP European Broadband Operations Investor Relations and Corporate Communications. Within the CRC, champions for each champions for CRC, Relations and Corporate Communications. Within the Investor of our CR strategy. and delivery steer the development CR areas of our core with our dedicated management of our CR activities at Liberty Global resides Day-to-day with employees have In addition, most of our markets team based in Amsterdam. our CR strategy. delivering specialist CR duties that contribute to CR governance structure CR governance and made up of 11 members, 10 male and one female. Of the 11 members, eight are eight are Of the 11 members, members, 10 male and one female. and made up of 11 Chair and Vice-Chair) and one officers (including the executive are independent, two can nominate including those with minority shares, Shareholders, is non-independent. Committee. Corporate Governance via the Nominating and the Board, candidates for of our Board guidelines, an independent committee governance Under our corporate Officer our Chief Executive a director, issue involving conflict of interest any will resolve officer. executive other (CEO) or any the Compensation Committee, whose is managed by our Board compensation of Executive on annual budgets based objectives to establish a mix of financial performance goals are to each tailored objectives individual performance and medium-term outlook; to establish compensation is made individual accountability; and to ensure to ensure role executive’s the established objectives. that meets or exceeds performance for Compensation, Audit, Executive, the These are Board. into the committees report Five all and Succession Planning Committees, Nominating and Corporate Governance, structure. our corporate governance part of forming a Corporate Responsibility Committee (CRC), by (CR) is governed Corporate responsibility of Liberty Global. Officer Executive and Chief President Fries, to Mike which reports Governance and data Governance Governance directors our employees, that applies to all of Business Conduct adopted a Code of have We our CEO and seniorfor Code of Ethics adopted a we have and officers. In addition, website. are available on our Both codes financial officers. Dr John C. Malone, by chaired of Directors, a Board by Liberty Global is governed CRC was established in 2008 and is chaired by Rick Westerman, Senior Vice President Senior Vice President Rick Westerman, by was established in 2008 and is chaired CRC
amy M. blair M. blair amy Officer SVP and Chief SVP and Chief Human Resources
rick Westerman CRC Chairman CRC SVP Investor Corporate Communications Relations and Relations and Liberty GLObaL 54
president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe 3 e e e e 2 2 2 2 m 0.00 1,987.55 8,599.43 22,781.05 22,781.05 61,853.22 63,840.77 271,393.12 271,393.12 1 1 1 1 1 1 1 3 e cO Metric tons e Metric tons cO e Metric tons cO e cO Metric tons 2 2 2 2 – – – – – – – GJ GJ GJ GJ GJ GJ m 7.01 7.01 23.75 7.64 7.64 53.03 0.41 0.41 0.38 0.00 0.00 0.00 0.00 0.00 0.00 0.00 45.65 80.68 276.79 0.50 208.53 311.46 1,175.10 467.16 7,700.56 7,700.56 7,933.91 4,487.25 4,487.25 182.08 9,236.18 9,299.97 7,540.07 10,199.66 77,816.85 73,366.08 37,486.91 37,486.91 37,881.93 12,416.09 12,416.09 21,902.24 2011 total 2012 total 33,922.84 37,121.25 113,184.83 121,014.74 497,694.17 533,074.58 528,627.01 527,458.49 218,433.26 216,941.62 252,703.67 257,714.29 252,356.10 254,062.87 Metric tons Metric tons 418,090.66 424,126.72 2,045,355.34 2,057,796.59 Metric tons cO Metric tons cO Metric tons cO Metric tons cO emissions from customer set-top boxes and modems. customer set-top boxes emissions from excluding but occur at sources owned or controlled by another entity. These are These are another entity. by or controlled owned but occur at sources divided into: a consequence of the activities of the company, emissions are Indirect scope 2 (indirect) heat and steam. electricity, purchased emissions from • scope 3 (indirect) (land and air); business travel emissions from • waste disposal and water use; and emissions from • • around the world. Where data was not available, estimations and extrapolations Where the world. around Onsite renewables 423.71 496.05 Other fuels Grid electricity 496,159.79 501,594.27 Nuclear Oil Natural gas 486,750.41 492,873.05 Fuel oil Fuel Coal Gas oil Burning oil LPG Natural gas 114,902.33 123,661.80 Non-hazardous 4,280.95 3,637.37 Petrol Non-hazardousHazardous 450.75 844.60 category Diesel CNG Non-hazardous Hazardous Non-hazardousNon-hazardous 1,087.65 4,781.11 Hazardous Data table Data (en16) 2 (en17) 2 Liberty GLObaL heating/power; heating/power; systems. suppression units and fire company, including: company, scope 1 (direct) scope 1 (direct) Total Energy saved Energy Energy saved due to conservation and efficiency initiatives (EN5) due to conservation and efficiency initiatives saved Energy Renewable indirect energy consumption, by source (en4) source by consumption, energy indirect Non-renewable Renewable Total Total static combustion, e.g. fuel used in generators for emissions from • and mobile combustion, e.g. fuel used in our vehicles; emissions from • used, e.g. in air conditioning coolants and propellants any emissions from • All calculations are based on site-specific activity data collected by our teams based on site-specific activity data collected All calculations are 1 2011 for not available Data 2 a by or controlled owned that are sources emissions come from Direct Landfill direct energy consumption, by source (en3) source by consumption, energy direct Non-renewable 55 have been made from business-specific data and industry guidance. been made from have Environmental performance Environmental
Municipal water supplies Total Emissions saved through energy conservation and efficiency initiatives energy through Emissions saved Greenhouse gas emissions Greenhouse total water withdrawal by source (en8) source water withdrawal by total Other Recovery, including energy recovery (incineration) recovery including energy Recovery, Hazardous Composting Waste (en22) Waste Reuse Total Greenhouse gas emissions saved due to reduction initiatives (en18) initiatives due to reduction gas emissions saved Greenhouse and energy of green procurement through Emissions saved onsite renewables Greenhouse gas emissions from business travel gas emissions from Greenhouse emissions Total Indirect Total gas emissions greenhouse indirect Other relevant weight by emissions indirect Other relevant Emissions per full-time employee Direct Recycling president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe 2 0 0 9.7 107 105 282 503 93% 90% 1,914 1,882 3,829 4,050 4,050 15,456 15,488 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 3 17 2 11 9 8 9 8 99 13 12 8 7 %% %% %% 12 12 – – – – – – – – – – – – 19 19 1619 20 24 23 20 47 43 7.7 24 27 58 64 3.9 3.7 379 448 510 509 627 539 27.5 28.5 19% 22% 92% 91% 1,714 1,817 1,195 1,295 1,581 1,675 1,074 1,565 1,538 2,164 5,610 6,423 2,678 2,657 3,629 4,735 9,568 10,947 19,542 21,809 641.64 643.36 us dollars us dollars 2011 total 2012 total total numbertotal number total total numbertotal number total total numbertotal number total total numbertotal number total total numbertotal number total numbertotal number total million us dollars million us dollars Full time Full Full time Full Part time Part Part time Part Fixed Term/Temporary Contract Term/Temporary Fixed – Female Indefinite/Permanent Contract Indefinite/Permanent Fixed Term/Temporary Contract Term/Temporary Fixed – Indefinite/Permanent Contract Indefinite/Permanent Female Female Part time Part Fixed Term/Temporary Contract Term/Temporary Fixed – Male Female Male Female Indefinite/Permanent Contract Indefinite/Permanent category Male Female time Full Male Male Female Female Male Male Male Female Male Data table Data
America America
Liberty GLObaL % of total headcount at year end % of total headcount at year rate of new employee hires employee rate of new North America Latin America Latin total workforce by region, gender, employment type and employment type and employment employment gender, region, by workforce total end) (La1) year contract (headcount, North America 56 Social performance
Latin America Latin Total workforce Total Europe North America Women in management (% of management team) Women (La2) hires employee new Women in management Women Europe Europe Total Female Fatalities community spending contributions community investment Total Latin America Latin Europe Total Europe Total employees covered by a formal appraisal process (La12) appraisal process a formal by covered employees Male training cost per full time employee training training cost per full time employee Average training (La10) training training days per full time employee Average North America employee turnover rate (voluntary) turnover employee employee turnover (voluntary) turnover employee North America Latin Latin Total president and abOut Liberty GLObaL Our apprOach diGitaL sOciety custOMer trust enVirOnMent respOnsibLe business ceO MessaGe
Performance Indicators Performance
PI Stakeholder Engagement Stakeholder Stakeholder Engagement Stakeholder Engagement Stakeholder Engagement Stakeholder Profile disclosure disclosure Profile
PD 2012-Liberty-Global-Proxy-Statement.pdf 2012-Liberty-Global-Proxy-Statement.pdf http://www.libertyglobal.com/cr/PDF/Code%20 of%20Ethics%20for%20Advertising.pdf Code of Ethics for Advertising Advertising Code of Ethics for Page 15 http://www.libertyglobal.com/PDF/AR/ 15 http://www.libertyglobal.com/PDF/AR/ Page 70–71, 139–147. Part III pages 1–54 Part 70–71, 139–147. Page 53, Page 34, 45 11, 20, Pages 34 Page Pages 02–04, 27 Pages 40, 22, 28–29, 36–37, II pages 4, 10, 6, Part Page 10–26 Pages 55 Page 38, 55 Pages 39, 55 Pages 55 Page 39, 55 Pages 39, 55 Pages 55 38–40, Pages 55 Page 46, 56 Pages 46, 56 Pages 56 47, Pages 49, 56 Pages Page 54 Page 04, 10, Pages 08, Page 08, Page 08, Page 06–07, Pages Location Full GRI Index Full Level 4.11 4.15 4.16 4.17 SO4 SO5 SO6 PR6 EC3 EC8 EN4 EN5 EN8 EN16 EN17 EN18 EN22 EN28 LA2 LA4 LA10 LA12 4.13 4.14 Social: Society SO3 Responsibility Social: Product PR5 PI Economic EC1 Environmental EN3 Social: Labor Practices and Decent Work LA1 Social: Human Rights HR2 4.10 4.12 Please see libertyglobal.com/cr/report-2012 for our full GRI Index including DMAs. for Please see libertyglobal.com/cr/report-2012 Proxy statement Proxy (GRI) is a non-profit organization that promotes economic, economic, that promotes organization (GRI) is a non-profit libertyglobal.com libertyglobal.com
GRI Content Index Content GRI Initiative Reporting The Global Reporting Initiative The Global environmental and social sustainability. GRI’s Sustainability Reporting Framework enables enables Reporting Framework GRI’s Sustainability social sustainability. and environmental their sustainability performance. and report to measure all companies and organizations ‘Corporate Responsibility Report its report states that Liberty Global has presented GRI hereby requirements fulfills the report concluded that the Services, which have 2012’ to GRI’s Report of Application Level B. of Application Level for that Application set and number of disclosures required that the The Check confirms that the GRI Content Index demonstrates and in the reporting been addressed have Level in the GRI G3.1 Guidelines. as described disclosures, of the required a valid representation can be on Management Approach, Index, including the Disclosures The full GRI Content at www.libertyglobal.com/cr/report-2012. website on our downloaded Annual report Annual report
AR/2012-Liberty-Global-Proxy-Statement.pdf AR/2012-Liberty-Global-Proxy-Statement.pdf 2012-Liberty-Global-Proxy-Statement.pdf AR/2012-Liberty-Global-Proxy-Statement.pdf AR/2012-Liberty-Global-Proxy-Statement.pdf AR/2012-Liberty-Global-Proxy-Statement.pdf AR/2012-Liberty-Global-Proxy-Statement.pdf and-reports-2011.html Pages 18, 57 http://www.libertyglobal.com/PDF/ 18, 57 http://www.libertyglobal.com/PDF/ Pages 15 http://www.libertyglobal.com/PDF/AR/ Page Page 14 http://www.libertyglobal.com/PDF/ 14 http://www.libertyglobal.com/PDF/ Page 18 http://www.libertyglobal.com/PDF/ Page 18, 57 http://www.libertyglobal.com/PDF/ Pages 2011, http://www.libertyglobal.com/cr/cr-news- Location Page 54 Page III pages 1–54 54 Part Page 54, Page 54, Page Page 54 Page 54 Page Pages 27, 37, 39, 55 37, 27, Pages 37 Page page 37 cover, Inside front 57 Page 54, Page Inside front cover Inside front cover Inside front pages 06–07 cover, Inside front cover Inside front cover Inside front cover Inside front Pages 04–05, 56 Pages 52 15, 19, 21, 23, 29, 34, 35, 45, 49, 50, Pages cover Inside front Pages 04–05 Pages 04–05 Pages 05 Page 04–05 Pages 04 Page Pages 02–03 Pages 02–03 Pages 04 Page Partially reported reported Partially
Level
Liberty GLObaL Fully reported reported Fully 4.8 4.4 4.5 4.3 3.3 4.9 4.7 4.6 4.2 3.11 3.12 3.13 3.8 3.9 3.10 3.5 3.6 3.7 3.2 3.4 2.10 2.7 2.8 2.9 2.3 2.4 2.5 2.6 2.2 1.2 Governance, Commitments and Engagement Governance, 4.1 Report Parameters 3.1 Organizational Profile Organizational 2.1 PD 1.1 Strategy and Analysis 57
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