2. Material topics that NS reports in accordance with GRI | Reference | Additional explanation |
Financial performance (GRI 201: Economic performance) |
201 | DMA | Explanation of why the topic is material:
1. Where the impact takes place
2. How NS contributed to / is responsible for the impact
3. Which items are not in scope of the report/data | Financial performance Scope and reporting criteria Dialogue with our stakeholders in the Netherlands | |
Explanation of management approach:
1. Explanation of how the topic is managed by NS
2. Aim of the management process
3. Description of policies, commitments, objectives, resources deployed, targets, responsibilities, actions, programmes and initiatives undertaken during the reporting year. In addition, a description of the complaints procedures and the solutions offered. | Financial performance | |
Explanation of the evaluation of the actions taken:
1. Evaluation of the effectiveness of the management approach
2. Outcomes of the evaluation of the management approach
3. Adjustments made to the management approach as a result of the evaluation | Financial performance Evaluation of the management approach | |
201-1 | Generated direct economic value | 1. Direct economic value generated: revenue;
2. Costs: operating costs, wages and benefits of employees, payments to capital providers, payments to government by country and investments in the community;
3. Result: direct economic value generated minus ‘costs’ | Financial performance | |
Contribution to Dutch Climate Agreement (GRI 302: Energy) |
302 | DMA | Explanation of why the topic is material:
1. Where the impact takes place
2. How NS contributed to / is responsible for the impact
3. Which items are not in scope of the report/data | Zero-emission business Need for clean and sustainable transport Scope and reporting criteria Dialogue with our stakeholders in the Netherlands | |
Explanation of management approach:
1. Explanation of how the topic is managed by NS
2. Aim of the management process
3. Description of policies, commitments, objectives, resources deployed, targets, responsibilities, actions, programmes and initiatives undertaken during the reporting year. In addition, a description of the complaints procedures and the solutions offered. | Performance on sustainabilityClimate-neutral transport | |
Explanation of the evaluation of the actions taken:
1. Evaluating the effectiveness of the management approach
2. Outcomes of the evaluation of the management approach
3. Adjustments made to the management approach as a result of the evaluation | Zero-emission business Our impact on the Netherlands Evaluation of the management approach | |
302-1 | Energy consumption within the organisation | a. Total fuel consumption of non-renewable sources in Joules (or multiples thereof) including type of fuel used.
b. The total fuel consumption of renewable fuel sources in joules (or multiples thereof) including type of fuel used.
c. Total consumption in Joules, Watts per hour (or multiples thereof):
ik. Electricity consumption
ii. Heat consumption
iii. Cooling consumption
iv. Steam consumption
d. Report in Joules, Watts per hour (or multiples thereof), the total:
ik. Electricity sold
ii. Heat sold
iii. Cooling sold
iv. Steam sold
e. Total energy consumption within the organisation in Joules (or multiples thereof).
f. What standards and methods have been used in relation to the reported data? Which assumptions have been made and/or which tools have been used to make the calculations.
g. Source of the conversion factors used. | Performance on sustainabilityClimate-neutral transport | NS does not produce energy that it sells to other parties. For more details about the conversion factors used, please refer to: https://www.ns.nl/over-ns/duurzaamheid/mvo-berekeningen.html |
Contribution to Dutch Climate Agreement (GRI 305: Emissions) |
305 | DMA | Explanation of why the topic is material:
1. Where the impact takes place
2. How NS contributed to / is responsible for the impact
3. Which items are not in scope of the report/data | Zero-emission business Need for clean and sustainable transport Scope and reporting criteria Dialogue with our stakeholders in the Netherlands | |
Explanation of management approach:
1. Explanation of how the topic is managed by NS
2. Aim of the management process
3. Description of policies, commitments, objectives, resources deployed, targets, responsibilities, actions, programmes and initiatives undertaken during the reporting year. In addition, a description of the complaints procedures and the solutions offered. | Performance on sustainabilityClimate-neutral transport | |
Explanation of the evaluation of the actions taken:
1. Evaluation of the effectiveness of the management approach
2. Outcomes of the evaluation of the management approach
3. Adjustments made to the management approach as a result of the evaluation | Zero-emission business Our impact on the Netherlands Evaluation of the management approach | |
305-1 | Direct (Scope 1) GHG emissions by weight | a. Report gross Scope GHG emissions in tonnes of CO2 equivalent.
b. Report gases included in the calculation (CO2, CH4, N2O, HFCs, PFCs, SF6, NF3 or all).
c. Report biogenic CO2 emissions in tonnes of CO2 equivalent.
d. Base year for the calculation, where applicable, including:
i. the reason for choosing it;
ii. base year emissions;
iii. the context for any significant changes in emissions that have led to recalculations of base year emissions.
e. Source of emission factors and rates used to calculate the global warming potential (GWP) or reference to the GWP source.
f. Consolidation approach for issues: equity share or financial control or operational control.
g. Standards, methods, assumptions and/or calculation tools used.
When reporting, extra attention should be paid to reporting parts c, d, e and f. | Performance on sustainabilityClimate-neutral transportScope and reporting criteria | The reported CO2 data concern our emissions of all CO2 equivalents.
Omission: We do not report on our CO2 emissions from biogenic sources since we do not use such sources, which is why this criterion is not relevant. |
305-2 | Energy indirect (Scope 2) GHG emissions by weight | a. Report Gross Scope 2 GHG emissions in tonnes of CO2 equivalents.
b. Where applicable, report gross market-based indirect energy (Scope 2) GHG emissions in tonnes of CO2 equivalents.
c. If available, report the gases included in the calculation; whether CO2, CH4, N2O, HFCs, PFCs, SF6, NF3, or all.
d. Base year for the calculation, where applicable, including:
ik. the reason for choosing it;
ii. base year emissions;
iii. the context for any significant changes in emissions which have led to recalculations of base year emissions.
e. Source of emission factors and rates used to calculate the global warming potential (GWP) or reference to the GWP source.
f. Consolidation approach for issues: equity share or financial control or operational control.
g. Standards, methods, assumptions and/or calculation tools used
When reporting, extra attention should be paid to reporting parts c, d, e and f. | Performance on sustainabilityClimate-neutral transportScope and reporting criteria | The reported CO2 data concern our emissions of all CO2 equivalents.
Omission: We do not report on our CO2 emissions from biogenic sources since we do not use such sources, which is why this criterion is not relevant. |
Operational performance |
103-1/2/3 | DMA | Explanation of why the topic is material:
1. Where the impact takes place
2. How NS contributed to / is responsible for the impact
3. Which items are not in scope of the report/data | Performance of mail rail network and HSL-South line Scope and reporting criteria Dialogue with our stakeholders in the Netherlands | |
Explanation of management approach:
1. Explanation of how the topic is managed by NS
2. Aim of the management process
3. Description of policies, commitments, objectives, resources deployed, targets, responsibilities, actions, programmes and initiatives undertaken during the reporting year. In addition, a description of the complaints procedures and the solutions offered. | Performance on the main rail network and HSL-South line Customer service and social media interaction | |
Explanation of the evaluation of the actions taken:
1. Evaluation of the effectiveness of the management approach
2. Outcomes of the evaluation of the management approach
3. Adjustments made to the management approach as a result of the evaluation | Performance on the main rail network and HSL-South lineEvaluation of the management approach | |
NS 1 | Punctuality for passengers (with a 5-minute margin) on the main rail network | | Punctuality | |
NS 2 | Punctuality for passengers (with a 15-minute margin) on the main rail network | | Punctuality | |
NS 3 | Punctuality for passengers (with a 5-minute margin) on HSL South | | Punctuality | |
NS 4 | Seat availability at peak times (main rail network) | | Seat availability | |
NS 5 | Seat availability at peak times (HSL South) | | Seat availability | |
NS 6 | Number of crowded trains at peak times | | Seat availability | |
NS 7 | User-friendly travel information | | Travel information | |
Door-to-door journey |
103-1/2/3 | DMA | Explanation of why the topic is material:
1. Where the impact takes place
2. How NS contributed to / is responsible for the impact
3. Which items are not in scope of the report/data | Door-to-door journey Scope and reporting criteria Dialogue with our stakeholders in the Netherlands | |
Explanation of management approach:
1. Explanation of how the topic is managed by NS
2. Aim of the management process
3. Description of policies, commitments, objectives, resources deployed, targets, responsibilities, actions, programmes and initiatives undertaken during the reporting year. In addition, a description of the complaints procedures and the solutions offered. | Door-to-door journey Customer service and social media interaction | |
Explanation of the evaluation of the actions taken:
1. Evaluation of the effectiveness of the management approach
2. Outcomes of the evaluation of the management approach
3. Adjustments made to the management approach as a result of the evaluation | Door-to-door journey Evaluation of the management approach | |
NS 8 | Quality of connections to other carriers | | Quality of NS connections to other carriers | |
Customer satisfaction |
103-1/2/3 | DMA | Explanation of why the topic is material:
1. Where the impact takes place
2. How NS contributed to / is responsible for the impact
3. Which items are not in scope of the report/data | Customer Satisfaction Scope and reporting criteria Dialogue with our stakeholders in the Netherlands | |
Explanation of management approach:
1. Explanation of how the topic is managed by NS
2. Aim of the management process
3. Description of policies, commitments, objectives, resources deployed, targets, responsibilities, actions, programmes and initiatives undertaken during the reporting year. In addition, a description of the complaints procedures and the solutions offered. | Customer Satisfaction Customer service and social media interaction | |
Explanation of the evaluation of the actions taken:
1. Evaluation of the effectiveness of the management approach
2. Outcomes of the evaluation of the management approach
3. Adjustments made to the management approach as a result of the evaluation | Customer satisfaction Evaluation of the management approach | |
NS 9 | General customer satisfaction with the domestic main rail network | | Customer Satisfaction | |
NS 10 | Overall customer satisfaction score for HSL-South services | | Customer Satisfaction | |
Travelling and working in safety |
103-1/2/3 | DMA | Explanation of why the topic is material:
1. Where the impact takes place
2. How NS contributed to / is responsible for the impact
3. Which items are not in scope of the report/data | Travelling and working in safety Scope and reporting criteria Dialogue with our stakeholders in the Netherlands | |
Explanation of management approach:
1. Explanation of how the topic is managed by NS
2. Aim of the management process
3. Description of policies, commitments, objectives, resources deployed, targets, responsibilities, actions, programmes and initiatives undertaken during the reporting year. In addition, a description of the complaints procedures and the solutions offered. | Travelling and working in safety Customer service and social media interaction | |
Explanation of the evaluation of the actions taken:
1. Evaluation of the effectiveness of the management approach
2. Outcomes of the evaluation of the management approach
3. Adjustments made to the management approach as a result of the evaluation | Travelling and working in safety Evaluation of the management approach | |
NS 11 | Number of signals passed at danger (SPADs) | | Railway safety | |
NS 12 | Total recordable rate (TRR) | | Occupational safety | |
International connections |
103-1/2/3 | DMA | Explanation of why the topic is material:
1. Where the impact takes place
2. How NS contributed to / is responsible for the impact
3. Which items are not in scope of the report/data | International connections Scope and reporting criteria Dialogue with our stakeholders in the Netherlands | |
Explanation of management approach:
1. Explanation of how the topic is managed by NS
2. Aim of the management process
3. Description of policies, commitments, objectives, resources deployed, targets, responsibilities, actions, programmes and initiatives undertaken during the reporting year. In addition, a description of the complaints procedures and the solutions offered. | International connections Need for clean and sustainable transport | |
Explanation of the evaluation of the actions taken:
1. Evaluation of the effectiveness of the management approach
2. Outcomes of the evaluation of the management approach
3. Adjustments made to the management approach as a result of the evaluation | International connections Need for clean and sustainable transport Evaluation of the management approach | |
NS 13 | More and faster international connections | | Increasing the frequency and travel speedNew destinations | |
Collaborating with stakeholders |
103-1/2/3 | DMA | Explanation of why the topic is material:
1. Where the impact takes place
2. How NS contributed to / is responsible for the impact
3. Which items are not in scope of the report/data | Collaboration in the transport chain Scope and reporting criteria Dialogue with our stakeholders in the Netherlands | |
Explanation of management approach:
1. Explanation of how the topic is managed by NS
2. Aim of the management process
3. Description of policies, commitments, objectives, resources deployed, targets, responsibilities, actions, programmes and initiatives undertaken during the reporting year. In addition, a description of the complaints procedures and the solutions offered. | Door-to-door journey Collaboration in the context of scheduled and unscheduled withdrawals Collaboration in the transport chain Vision for the Future of Public Transport up to 2040 | |
Explanation of the evaluation of the actions taken:
1. Evaluation of the effectiveness of the management approach
2. Outcomes of the evaluation of the management approach
3. Adjustments made to the management approach as a result of the evaluation | Door-to-door journey Collaboration in the context of scheduled and unscheduled withdrawals Collaboration in the transport chain Vision for the Future of Public Transport up to 2040 Evaluation of the management approach | |
NS 8 | Quality of connections to other carriers | | Quality of NS connections to other carriers | |
World-class stations |
103-1/2/3 | DMA | Explanation of why the topic is material:
1. Where the impact takes place
2. How NS contributed to / is responsible for the impact
3. Which items are not in scope of the report/data | Stations and their environment Scope and reporting criteria Dialogue with our stakeholders in the Netherlands | |
Explanation of management approach:
1. Explanation of how the topic is managed by NS
2. Aim of the management process
3. Description of policies, commitments, objectives, resources deployed, targets, responsibilities, actions, programmes and initiatives undertaken during the reporting year. In addition, a description of the complaints procedures and the solutions offered. | Stations and their environment Customer service and social media interaction | |
Explanation of the evaluation of the actions taken:
1. Evaluation of the effectiveness of the management approach
2. Outcomes of the evaluation of the management approach
3. Adjustments made to the management approach as a result of the evaluation | Stations and their environment Evaluation of the management approach | |
NS 14 | Customer satisfaction with stations | | Station experience | |
Innovation |
103-1/2/3 | DMA | Explanation of why the topic is material:
1. Where the impact takes place
2. How NS contributed to / is responsible for the impact
3. Which items are not in scope of the report/data | Innovations Scope and reporting criteria Dialogue with our stakeholders in the Netherlands | |
Explanation of management approach:
1. Explanation of how the topic is managed by NS
2. Aim of the management process
3. Description of policies, commitments, objectives, resources deployed, targets, responsibilities, actions, programmes and initiatives undertaken during the reporting year. In addition, a description of the complaints procedures and the solutions offered. | Innovations Technological developments are changing the mobility market | |
Explanation of the evaluation of the actions taken:
1. Evaluation of the effectiveness of the management approach
2. Outcomes of the evaluation of the management approach
3. Adjustments made to the management approach as a result of the evaluation | Innovations Technological developments are changing the mobility market Evaluation of the management approach | |
NS 15 | Perception of NS as an innovative company (RepTrak) | | Innovations | |
Designing and sharing knowledge on mobility |
103-1/2/3 | DMA | Explanation of why the topic is material:
1. Where the impact takes place
2. How NS contributed to / is responsible for the impact
3. Which items are not in scope of the report/data | Our strategyOur social contributionScope and reporting criteria Dialogue with our stakeholders in the Netherlands | |
Explanation of management approach:
1. Explanation of how the topic is managed by NS
2. Aim of the management process
3. Description of policies, commitments, objectives, resources deployed, targets, responsibilities, actions, programmes and initiatives undertaken during the reporting year. In addition, a description of the complaints procedures and the solutions offered. | Our strategyOur social contribution | |
Explanation of the evaluation of the actions taken:
1. Evaluation of the effectiveness of the management approach
2. Outcomes of the evaluation of the management approach
3. Adjustments made to the management approach as a result of the evaluation | Our strategyOur social contribution Evaluation of the management approach | |
NS 8 | Quality of connections to other carriers | | Quality of NS connections to other carriers Barrier-free travel | |
Accessibility |
103-1/2/3 | DMA | Explanation of why the topic is material:
1. Where the impact takes place
2. How NS contributed to / is responsible for the impact
3. Which items are not in scope of the report/data | Accessibility Scope and reporting criteria Dialogue with our stakeholders in the Netherlands | |
Explanation of management approach:
1. Explanation of how the topic is managed by NS
2. Aim of the management process
3. Description of policies, commitments, objectives, resources deployed, targets, responsibilities, actions, programmes and initiatives undertaken during the reporting year. In addition, a description of the complaints procedures and the solutions offered. | Accessibility | |
Explanation of the evaluation of the actions taken:
1. Evaluation of the effectiveness of the management approach
2. Outcomes of the evaluation of the management approach
3. Adjustments made to the management approach as a result of the evaluation | Accessibility Evaluation of the management approach | |
NS 16 | No. of stations with travel assistance | | Accessibility | |