Key performance indicators
The Group uses a number of key performance indicators to measure its progress during the year.
The main metrics are provided below:
| Category | Indicator | 2008 | 2007 | 2006 | Notes |
|---|---|---|---|---|---|
| Financial | Group | ||||
| EBITDA pre exceptionals (£m) | 69.3 | 71.0 | 73.2 | ||
| PBTA pre exceptionals (£m) | 23.5 | 28.4 | 17.5 | ||
| adjusted EPS (pence) | 4.56 | 5.52 | 3.40 | ||
| free cash flow (£m) | 19.0 | 28.9 | 23.8 | ||
| net debt (£m) | 168.9 | 164.2 | 127.7 | ||
| Business breakdown | |||||
| Integration & Managed Services Revenue (£m) | |||||
| infrastructure services | 110.5 | 99.0 | N/A | ||
| recurring services | 158.9 | 165.3 | N/A | ||
| consulting and professional services | 8.9 | 6.7 | N/A | ||
| Revenue from recurring services | 57.1 | 61.0 | N/A | ||
| Order book (£m)1 | 190.2 | 167.0 | N/A | Due to operational | |
| Telecoms & Internet Servcices Revenue (£m) | reorganisation on April 1 2007, comparable | ||||
| business telecoms | 91.2 | 87.5 | N/A | figures for 2006 | |
| business internet services | 34.0 | 17.3 | N/A | are not avaialable | |
| partner services | 57.4 | 59.6 | N/A | ||
| consumer services | 61.8 | 58.3 | N/A | ||
| Revenue from Original Licensed Area (OLA) | 96.1 | 94.8 | N/A | ||
| Revenue from indriect channels (%) | 23.5 | 26.8 | N/A | ||
| Revenue from direct channels (%) | 76.5 | 73.2 | N/A | ||
| Customers | Customer satisfaction2 | ||||
| Affiniti | |||||
| number of faults reported per 100 lines (%) | 0.4 | 0.4 | 0.1 | ||
| number of faults restored within specific time (%) | 92.6 | 93.8 | 82.0 | ||
| number of complaints processed with 28 days (%) | 100.0 | 90.3 | 95.7 | ||
| Kingston Communications | |||||
| number of faults reported per 100 lines (%) | 6.8 | 9.0 | N/A | Due to changes | |
| number of faults restored within specific time (%) | 86.63 | 96.9 | N/A | in reporting systems and processes, we are unable to | |
| number of complaints processed with 28 days (%) | 96.9 | 95.9 | N/A | provide comparable figures for 2005-06 | |
| Employees | Diversity(%) | ||||
| Aged 16-25 | 11 | 12 | 12 | ||
| Aged 26-45 | 64 | 64 | 63 | ||
| Aged 46+ | 25 | 24 | 23 | ||
| Unspecified | 0 | 0 | 2 | ||
| Employee turnover(%) | 11.2 | 11.3 | 15.4 | ||
| Number if training days per year | 6,466 | 7,257 | 4,525 | ||
| Health & safety | |||||
| Lost working days (due to accidents) | 55.0 | 21.1 | 59.5 | ||
| Reportable accidents | 8 | 2 | 8 | ||
| Work related fatalities | None | None | None | ||
| Helath and safety enforcement notices served | None | None | None | ||
| Environment | Environmental enforcement notices | Nil | Nil | Nil | |
| Recycled waste (tonnes per person) | 0.14 | 0.16 | 0.07 | ||
| Waste to landfill (tonnes per person) | 0.11 | 0.15 | 0.17 | ||
| CO2 emissions (tonnes per person) | 6.5 | 8.1 | 9.2 | ||
| CO2 generated (tonnes) | 19,196 | 20,705 | 20,464 | ||
| Waste generated (tonnes) | 729.37 | 817.39 | 530.0 | ||
| waste recycled(%) | 55.05 | 51.70 | 28.68 |
1 defined as order value for infrastructure services, consulting & professional services and recurring services
2 partner services & regional business network data was included in I&MS for the first half of 2008, but counted in data for T&IS in the second half
3 metric affected by flooding in Hull in June 2007