Worldline - 2019 Universal Registration Document

EXTRA-FINANCIAL STATEMENT OF PERFORMANCE Integrating sustainability in Worldline’s business

KEY PERFORMANCE INDICATORS FROM THE TRUST2020 PROGRAM

2019 Achieve- ments

2016 Achieve- ments

2017 Achieve- ments

2018 Achieve- ments

2015 Baseline

2020 Targets

CSR Challenges

Indicators

Building client's trust with fully available and secured platforms and reinforcing value for clients through sustainable & innovative solutions

Quality Score – Contracts’ Service Availability & Response Time % of alignment with the Service Level Agreements (SLA) on service availability % of alignment with the Service Level Agreements (SLA) on response time % of incident responses compliant with Worldline security policy % of Compliance Assessment of Data Processing (CADP) performed for all processing activities Revenue generated through sustainable solutions that contribute to societal and environmental progress (in € ) Overall customer Satisfaction from Tactical surveys Number of employer brand study citations % of employees satisfied with the trainings provided by Worldline % employee satisfaction as measuredby the Trust Index of the Great Placeto Work® survey Gap between the % of females in management positions and the % of females in the overall workforce Level obtained in the EcoVadis assessment % of suppliers evaluated by EcoVadis with a score below 40 that are encouraged by Worldline to have an action plan to solve critical findings identified % of CO 2 emissions offset from data centers, buildings and business travels % of CO 2 emissions offset from payment terminals based on a Life Cycle Assessment (LCA)

-

-

-

9,608 9,871

9,875

- 95.54% 95.49% 95.82%

-

100%

- 98.52% 98.58% 97.95%

-

100%

-

97% 98.67% 98.74% 99.64% 100%

-

-

-

97% 99% 100%

575

586

770

816

1,016

725

7.26

7.67

8.1

8.1

8.2

8

Being a responsible employer by revealing our employees potential

0

1

3

3

5

5

-

86% 88.4% 87.8% 89.50% 90%

50% 57% 58% 59% 63% 60%

D

7.5 points 7.5 points 7.3 points 6.9 points 0 point

Endorsing our business ethics within our value chain

Silver

Gold

Gold

Gold

Gold

Gold

100% 100% 89% 100% 100%

Leveraging the eco-efficiency of our data centers and offices

32% 31% 83% 100% 100% 100%

0% 100% 100% 100% 100% 100%

Quality Score – Contracts’ Service Availability & Response Time: From 2019 onwards, we speak about “Quality score” rather than “SLA Fulfilment”. In 2019, we have a change into the scope by taking the 35 top contracts. Then, we took a maximum of 2 SLA per category (availability and response time) for each contract in scope. The scope include 99% of contract over € 1 million. % of Compliance Assessment of Data Processing (CADP) performed for all processing activities: the values for 2016 and 2017 corresponded to the previous indicator “% of Privacy Impact Assessments (PIA) performed on critical services” and we don't report this indicator anymore.

% of incident responses compliant with Worldline security policy: As for 2019, security incidents are differentiated from security event in the tool ISMP used for reporting. Security events are excluded. Gap between the % of females in management positions and the % of females in the overall workforce: in 2018, Worldline has modified the calculation methodology in order to be consistent with the indicators communicated internally. From now, the calculation takes into account the share of women in the overall workforce instead of the share of women in the employee's population (excluding the managers). Data from previous years (2016 and 2017) were also recalculated using the same methodology.

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Universal Registration Document 2019