UNEP, TOI Project

Sustainability Reporting – Performance Indicators for the Tour Operator’s sector
THIRD & FINAL DRAFT – 26 APRIL 2002

THIRD & FINAL DRAFT

TOUR OPERATORS SECTOR SUSTAINABILITY PERFORMANCE INDICATORS

A supplement to the
GRI 2002 Sustainability Reporting Guidelines

26 April 2002

CONSUMER RELATIONS (CR)

CR 1. Tools and measures used by reporting organization to raise the awareness of consumers on suppliers’ environmental, social and economic performance.
Indicate joint efforts with suppliers, NGOs, NTOs, and authorities in destinations; main themes communicated; and specify at which moment of the holiday experience, from selection to return, communication took place.

CR 2. Tools and measures used by reporting organization to raise the awareness of consumers on destinations’ environmental, social and economic issues.
Indicate joint efforts with suppliers, NGOs, NTOs, and authorities in destinations; main themes communicated; and phases of the holiday experience, from holiday selection to return.

CR 3. Tools and measures used by reporting organization to raise the awareness of consumers on sustainable holiday making.
Indicate joint efforts with suppliers, NGOs, NTOs, and authorities in destinations; main themes communicated; and phases of the holiday experience, from holiday selection to return.

CR 4. Means to invite customers’ feedback on economic, environmental, and social issues related to the holiday product and actions taken to respond to feedback.

CR 5. Percentage of total feedback received, related to economic, environmental and social issues.
Break down feedback in terms of positive and negative and main issues covered.

CR 6. Evidence of consultation with destination stakeholders and suppliers on how the destination and services are portrayed to customers.

CR 7. Number of complaints from destinations’ stakeholders and holiday-makers regarding misleading and inaccurate representation of destinations.
Actions taken to address these.

INTERNAL MANAGEMENT (IM)

Labour practices:
IM 1 Evidence of recruiting local residents (including destination nationals) for destination posts including management positions.

Health and safety:
IM 2. Existence of policies and programmes to address the physical and mental well-being of staff at headquarters and destinations.

Training and education:
IM 3. Types and mechanisms of training on environmental, social and economic issues by category of employee.
Include destination representatives, senior management, middle management, professional, technical, administrative, production and maintenance.

IM 4. Policies and actions in place to accommodate cultural customs, traditions and practices of staff throughout the organisation.

Materials
IM 5. Policies to minimize the environmental impacts associated with the production, distribution and use of promotional materials and customer documentation.

IM 6. Total quantity (tonnes or kg) of material used by type and environmental quality, for the production of promotion materials and customer documentation.

IM 7. Percentage of promotional materials and customer documentation that are produced in accordance to an environmental standard.
Specify standard.

Waste
IM 8. Policies and targets for redistribution, reuse, recycling of promotional materials.

IM 9. % of total travel retailers that agree to adopt policies and practices on reuse, recycling of promotional materials.
Also refer to Supply Chain Management section.

SUPPLY CHAIN MANAGEMENT (SCM)

SCM 1. Descriptions of the supply chain management policy, objectives and targets on environmental, social, economic performance.
State the use of supplier prioritisation and screening criteria.

SCM 2. Processes through which suppliers, by type, consulted during development and implementation of the supply chain management policy, described in SCM1.

SCM 3. Issues identified through supplier consultation and actions to address them.

SCM 4. Processes through which suppliers, by type, are engaged in the implementation of the supply chain management policy, described in SCM1.
Process include one way communication (e.g. questionnaires), two ways communication (e.g. information exchange), active co-operation (e.g. suppliers training), rewards and recognition for high performers.

SCM 5. State joint actions taken with suppliers, by type, to support improvements in suppliers own environmental and social performance.

SCM 6. Demonstrate progress in achieving objectives and targets related to supply chain policy.

SCM 7. Percentage of suppliers, by type, subject to supply chain management policy.

SCM 8. Percentages of suppliers, by type, subject to supply chain policy that have a published sustainability policy, implemented a sustainability management system and/or have a staff person with management responsibility for corporate sustainability.

SCM 9. State types of information requested from suppliers, by type, on their:
(a) environmental practices and performance.
Include materials, water, energy, purchasing, solid waste, hazardous waste, effluents, emissions, transport, land-use and biodiversity.

(b) social practices and performance.
Include community and staff development, indigenous and tribal people’s rights, formal employment contracts, social security, working conditions according to ILO Convention 172, equal treatment, recognition of independent trade unions and application of collective bargaining agreements, Health and Safety committees, policies excluding child labour as defined by ILO, programmes to combat commercial sexual exploitation of children, and to combat and mitigate the social impacts of HIV/AIDS.

SCM 10. Percentage of suppliers, by type, subject to supply chain management policy that provided the requested information.

SCM 11. Percentage of suppliers, by type, subject to supply chain management policy whose environmental, social and economic performance has been reported, through, for example:
-Supplier self declaration;
-Spot Checks by reporting organization;
-Environmental and Social Audits;
-Certification schemes (eco labels);
-Third Party verification (state if verifier is accredited).

SCM 12. State actions taken by the reporting organisation in response to suppliers reported performance (as per SCM 11), by type of suppliers.
Include incentives and rewards.

SCM13. Actions to inform the suppliers on customers’ requirements.

SCM 14. State your contracting policy and how you communicate it to your suppliers.
Include negotiating terms and conditions for
payment, cancellation and compensation of contracts with suppliers.

SCM 15. Joint initiatives with suppliers to improve environmental, social and economic conditions in destinations.

SCM 16. State benefits for the reporting organization from implementing the sustainable supply chain policy.

          PRODUCT MANAGEMENT AND DEVELOPMENT (PMD)

PMD 1. Percentage of reporting organization’s business (by passenger carried) and market share in operating destinations.

PMD 2. Policies on selecting, developing and deselecting destinations based on environmental, social and economic issues.

PMD 3. Key environmental, economic and social issues identified in destinations and types of information gathered.
Issues may include:
Environment: water, waste water, energy and transport infrastructures; hazardous and solid waste disposal; air and water quality, land-use and biodiversity conservation, and local environmental management structures.
Socio-economic: respect for human rights (including indigenous and tribal people); compliance with ILO conventions on child and forced labour, freedom of association, and non-discrimination; programmes to combat sexual exploitation of children and to combat and mitigate the social impacts of HIV/AIDS, and citizen participation in planning process.

PMD 4 Percentage of destinations in which organisation operates for which issues (PMD 3) have been identified and percentage of reporting organization’s business this represents (by passengers carried).

PMD. 5 Types of approaches taken in gathering information (PMD 3) and rational for applying an approach to a given destination.
Approaches include own research, third party report, customer feedback, destination self-assessment, stakeholders’ consultation, dialogue with competitors. Specify stakeholders approached.

PMD. 6 Length of time over which this information (PMD3) has been collected, and the frequency with which it is updated.

PMD. 7. Quantify overall economic, environmental, and social impacts of typical holiday products.

PMD 8. Changes in design of holiday packages and other actions to address key environmental, economic and social issues (see PMD3) of destinations.

PMD 9. Measures to maximise economic benefits to destinations.

DESTINATIONS (D)

Partnership and community development
D 1. Describe ways reporting organisation engages with destination stakeholders to address the issues include those identified in PMD 3.
Include information exchange, awareness raising, consultation, dialogues and incentives provided.

Community development
D 2. Measures taken to identify and offer commercial opportunities and assistance to non contracted suppliers that support community development.

Philanthropy and charitable donations
D 3. Procedures and criteria for selecting projects and organizations to which philanthropy and charitable donations are made.

D. 4. Total funds (in cash and estimated value of in kind contribution) for conservation and social development projects.
Identify:
·sources (corporate budget, consumers’ contributions);
·type (cash, in kind);
·distribution of funds to conservation and community development projects and organizations;
·location of projects/organizations receiving the funds (in operating destinations, headquarters and international).

D. 5. Describe programmes for philanthropy and charitable donations in relation to conservation and community development projects.

D 6. Evidence of benefits generated (in D4 and D 5), particularly at destinations, in support of community development, biodiversity conservation and social, economic and environmental improvements at destinations.