Table of Contents


MESSAGE FROM JIM PIRO, PRESIDENT AND CEO ........................................ 2 OUR STRATEGY ........................................................................................ 3 CUSTOMER VALUE ................................................................................... 8 ENVIRONMENTAL FOOTPRINT .................................................................. 12 QUALITY WORKFORCE ........................................................................... 16 STRONG COMMUNITIES ......................................................................... 20 FINANCIAL PERFORMANCE ..................................................................... 23 GOVERNANCE AND ENTERPRISE RISK MANAGEMENT ............................... 26 KEY METRICS SUMMARY ........................................................................ 28 GLOBAL REPORTING INITIATIVE INDEX ..................................................... 34 AWARDS ............................................................................................... 37

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