Sustainability report 2009

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Changing world: sustained values 1: Rated number 1 for the eighth consecutive year in the telecommunications sector in the Dow Jones Global Sustainability Index (DJSI) £22m: Our community investment - out time, cash and in-kind support is equivalent to 1% of pre-tax profits 58%: UK CO2 emissions from our 1997 base year 50%: We recycled 36,000 tonnes - half our waste this year 43%: Intensity reduction in our global emissions from 1997 levels 22%: Reduction in miles travelled in cars in 2009

Report contents and overview


Introduction
Introduction
Welcome to our report of BT's sustainability performance for the 2009 financial year
Our CR strategy
Our CR strategy
For the eighth consecutive year, we were rated number 1 in the telecommunications sector in the Dow Jones Global Sustainability Index (DJSI)
How we govern and manage CR
How we govern and manage CR
Our ethics, leadership teams and stakeholders
Running a responsible business
Running a responsible business
How we approach and manage our commitments to human rights, supply chain, privacy and data protection
Our economic impacts
Our economic impacts
Our direct economic impacts and the value that our products and services deliver to our customers, society and the environment
Climate change and environment
Climate change and environment
Progress in reducing our CO2e emission intensity by 80% against our 1997 base line by 2020
Our customers
Our customers
We have improved our customer service based on getting things right first time by 17% from 2008
Our people
Our people
We support around 147,000 direct and indirect employees
Our community
Our communities
We invested £25m (1% of pre-tax profit) in activities supporting society in 2009
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BT is the Official Communications Services Partner and a Sustainability Partner for the London 2012 Olympic & Paralympic Games.