Key Performance Indicators to criteria 9

Key Performance Indicator GRI SRS-102-44: Key topics and concerns
The reporting organization shall report the following information:

a. Key topics and concerns that have been raised through stakeholder engagement, including:
i. how the organization has responded to those key topics and concerns, including through its reporting;
ii. the stakeholder groups that raised each of the key topics and concerns.

Along with the daily business contact and empirical values from collaborations and dialog formats, the sustainability aspects were also evaluated and merged as part of the materiality analysis from the perspective of the stakeholders. A consolidation at group level, however, is made difficult by the heterogeneity of the companies, industries, markets, and topics. To that extent, the topics specified here and in Criteria 2 can only be approximations.

Requirements of interested parties (internal and external stakeholders) are systematically recorded as part of the implementation of the integrated management systems and analyzed according to defined relevance criteria. In ongoing discussions with the individual stakeholder groups, specific topics and concerns are queried, concretized and updated. This enables us to consider and take into account possible material issues from the stakeholder perspective. Both the local environmental conditions and the business areas are influential in this process. This results in the Group perspective presented below, which did not differ significantly from the previous year in the reporting year. 

For the employees of the Dussmann Group, occupational health and safety, good working conditions, development perspectives in training and further education as well as fair pay are central concerns. These aspects are also a priority for applicants and potential employees. In addition, this stakeholder group expects to receive important information about the company and its strategic orientation. Examples of this were the communication on the Dussmann Group's sustainability policy, the successful monitoring audit of the group certification or the results of the financial year. There was also a high demand for information from employees on the introduction of the regional concept in Dussmann Service Deutschland GmbH as well as on the founding of the new business division Dussmann Technical Solutions DTS and the acquisition of STS.

For customers, it is pivotal that the Dussmann Group companies reliably render the services outsourced by the customer with high service and product quality and retention of value so that customers can concentrate on their core business. A customer satisfaction survey is the basis for determining the quality level of our services. Such a survey is therefore elementary and necessary.

Within this context, customers also expect worthwhile service and product innovations. Compliance in the business processes is a significant aspect, as is the protection of sensitive data.

Suppliers assess fair business processes in the supply chain, as well as anti-corruption and compliance especially high.

Employee representatives formulate expectations of their employers, especially with regard to the aspects of fair compensation and employee retention.

We regularly inform the media of various genres about relevant, current topics and answer enquiries - for example, on the topics of food waste and school catering in the Dussmann Service division.   

Non-governmental organizations (NGOs) also submit their requests to us. For example, the animal welfare organization "Albert Schweitzer Foundation" asked us to join the Broiler Chicken Initiative throughout Europe. The aim of this initiative is to improve the conditions in which chickens are kept. We were able to agree our support directly for Dussmann Service in Germany and Austria.

For associations, diversity and anti-discrimination, training and advanced education, and fair competition are essential sustainability aspects with a view to Dussmann Group operations. The development of service and product innovation is becoming increasingly important for this stakeholder group.

Environmental aspects are assessed as less significant with a view to the impacts of business activities compared to economic and social aspects. Nevertheless, they are significant within the context of sustainable corporate development, since the three dimensions are interdependent and their effects cannot be viewed in isolation. Among the environmental aspects, use of materials and resource consumption, as well as the management of the supply chain are aspects that must be highlighted.