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Goals and Achievements of CSR Priority Activities

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Enrich Society

CSR Priority Activities Medium-term Targets CSR Quantitative Indicators KPI Target Achievement FY Result (FY)
2017 2018 2019
Contribute to society through ICT and data usage Evolve into a B2B2X business model which uses digital services and data management Number of B2B2X projects 100 projects FY2021 -- 39 66
Leverage the characteristics of 5G to create new value with a broad range of partners 5G service-related indicators* To be set at the commercialization stage
Promote personalization to support changing lifestyles Number of places where payments can be made and points can be used* Two million places FY2021 0.84 million 1.05 million 1.71 million
Provide ICT services available for a broad range of customers, including the elderly and persons with disabilities Number of UD-capable products and services provided Expand -- 14 12 10
Pursue customer satisfaction Provide high value-added products and services and fine-tuned support Reductions in waiting and customer service times at DOCOMO shops*1 Decrease by half compared to FY2018 (over 2 hours on average) -- -- -- 65 minutes
Number of improvements made based on suggestions from customers More than in the previous fiscal year -- 496 399 369
Response rates at our call centers Better than in the previous fiscal year -- 88.6% 86.5% 79.4%
Reinforce and globalize research and development Globalize and expand the competitiveness of research and development to generate world bests, world firsts, and amazing results Number of patent applications*2 More than in the previous fiscal year -- 0.82 applications / employees 0.85 applications / employees 0.87 applications / employees
Number of academic papers published outside the company More than in the previous fiscal year -- 0.76 publications / employees 0.76 publications / employees 0.82 publications / employees
Number of successful practical applications* More than in the previous fiscal year -- 0.064 publications / employees 0.070 publications / employees 0.066 publications / employees

*1Newly established in fiscal 2019

*2Past figures have been retroactively revised to reflect a change in the calculation method.

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Protect Environment

CSR Priority Activities Medium-term Targets CSR Quantitative Indicators KPI Target Achievement FY Results (FY)
2017 2018 2019
Use ICT to contribute to the environment While reducing CO2 emissions of the Company, contribute to the reduction of CO2 emissions of all society, including value chains, through the use of ICT Amount of contribution to the reduction of CO2 emissions of all society At least 10 times the Company's emissions FY2030 10.1 times.1倍 10.8 times.8倍 12.5 times.5倍
Reduce the environmental impact of business operations Improve the ratio of renewable energy usage by developing renewable energy sources and promoting the active use of renewable energy by the Company Renewable energy usage ratio for the Company*1 30% or higher FY2030 -- -- 7.9%
Improve power efficiency to reduce the environmental impact of business operations Power efficiency of telecommunications services (power efficiency per data transmission) At least 10 times higher than in FY2013 FY2030 3.6 times 4.5 times 5.4 times
At least two times higher than in FY2017*2 FY2025 -- 1.2 times 1.5 times
Ratio of EV adoption in Japan*2 100%
50%
FY2030
FY2025
-- 0.4% 1.45%
Effectively use resources Control the final disposal ratio of waste and work toward the effective use of resources Final disposal ratio of waste 1% or below FY2030 1.18% 0.91% 1.13%

*1Newly established in fiscal 2020

*2Newly established in fiscal 2019

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Safety and Security

CSR Priority Activities Medium-term Targets CSR Quantitative Indicators KPI Target Achievement FY Result (FY)
2017 2018 2019
Reinforce information security Suspension of telecommunications services due to cyber attacks from the outside*1 Number of service suspensions 0 2020 -- -- 0
Number of incidents of personal information leaks due to cyber attacks from the outside*1 Number of incidents of personal information leaks 0 2020 -- -- 1
Personal information protection Zero incidents of personal information leaks Number of incidents of personal information leaks 0 -- 2 1 1
Ensure stability and reliability of telecommunications services*4 Provide stable telecommunications services free of major communications problems Stable service provision rate*2 99.99% -- 100% 100% 100%
Number of major accidents*3 0 -- 0 0 0

*1Newly established in fiscal 2020

*2[1 - total hours under the impact of major accidents (number of affected users × hours of major accidents) / total hours of major service provision (number of users × 24 hours × 365 days)] × 100%

*3Number of accidents that led to a suspension of telecommunications services or a decline in communications quality that meet the following criteria regarding duration and number of people affected:
・Emergency call services (110, 119, etc.): at least 1 hour affecting at least 30,000 users
・Voice services other than emergency calls: at least 2 hours affecting at least 30,000 users, or at least 1 hour affecting at least 100,000 users
・Internet-related services (free of charge): at least 12 hours affecting at least 1 million users, or at least 24 hours affecting at least 100,000 users
・Other services: more than 2 hours affecting 30,000 users, or more than one hour affecting 1 million users

*4Targets of statistics: Four telecommunications business companies (NTT East, NTT West, NTT Communications, and NTT DOCOMO)

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United NTT

CSR Priority Activities Medium-term Targets CSR Quantitative Indicators KPI Target Achievement FY Result (FY)
2017 2018 2019
Promote diversity Aggressively promote the active participation of women Percentage of female managers 10.0%*3 FY2025 5.1% 5.7% 6.3%
Expand employment of people with disabilities Employment rate of people with disabilities*4, *5 2.3%*3 -- NTT: 2.6% NTT: 2.7% NTT: 2.7%
Major NTT Group Companies in Japan: 2.5% Major NTT Group Companies in Japan: 2.6% Major NTT Group Companies in Japan: 2.6%
All Group companies in Japan: 2.3% All Group companies in Japan: 2.4% All Group companies in Japan: 2.4%
Respect for human rights Conduct business activities with respect for human rights at all business locations by introducing the United Nations Guiding Principles on Business and Human Rights (Ruggie Framework) and other international principles Number of confirmed human rights violations 0 -- 27 24 29
Percentage of participation in training concerning human rights*6 More than in the previous fiscal year -- 93.6% 96.6% 97.3%
Reinforce value chain management Appropriate management of environmental and social risks, including value chains Number of confirmed high-risk suppliers 0 -- 0 0 0
Ensure employee safety Enhance safety measures and the safety mindset of employees in order to prevent accidents causing injury or death and industrial accidents Number of industrial accidents 0 -- 9 8 7
Number of accidents causing injury or death during construction work*7 0 -- 3 3 2
Promote health management Create an environment that raises each individual employee's motivation and dynamism while enabling them to continue to work healthily and energetically Implementation rate of specified health guidance*3 17.5% or below -- -- 21.9% 20.6%
Completion rate of specified health guidance 37%*3 -- 22.9% 33.3% 40.2%
Create attractive workplaces Provide workplaces where employees can work with good spirits Employee satisfaction Better than in the previous fiscal year -- 3.79 (Out of 5) 3.80 (Out of 5) 3.79 (Out of 5)
Promote a united Group effort on social contribution activities Employees actively participate in volunteer activities Number of times employees participated in social contribution activities More than in the previous fiscal year -- 117,491 123,734 100,834
Number of times employees participated in activities through the Group's internal volunteer site*1
[Number of people registered]
2,000/year [10,000] -- [FY2020] 1,340 [5,523] 1,814 [9,288] 2,110 [9,429]

*1Newly established in fiscal 2019

*2Newly established in fiscal 2020

*3Changed in fiscal 2020

*4Actual results as of June 1 of the following year

*545.5 or more employees

*6Includes e-learning and other similar types of training

*7Construction by partner companies and directly managed construction