10| 2020 Sustainability Report |Interview with the CEO How do you continue to build a company that you 17 countries. These data endorse our ability to respond are proud of, while also making it increasingly to the demands of governments anywhere in the world. inclusive and diverse? Our presence at the conference table is necessary to be able to provide solutions where public administrations, It is essentialto listen to your employees, while at due to their own idiosyncrasies, are unable to reach the same time facilitating fluid conversation between decisions with the agility demanded by citizens. everyone, where empathy is the common denominator, not only with employees but also with customers and suppliers. To achieve this, Aqualia gives top priority to assessing the degree of satisfaction of employees and The pandemic has accelerated the digital customers through participatory listening. The surveys transformation in all sectors, including yours. conducted revealed that a high percentage of end Smart cities, data analysis and processing, etc.: customers and institutional customers are satisfied Aqualia had already integrated this technology with the service provided: 81.4% and 83.3% in Spain, into its strategy. What are the main objectives as respectively, and over 88% in other countries (such as far as the digital transformation is concerned? France and Portugal). Technology offers new opportunities to improve In view of the exceptional circumstances experienced services for citizens and strengthen allour action in recent months, it is also necessary to highlight the guidelines. During the 2020 business year we modified role that the business sector can play in building fairer our digital transformation programme and redirected societies where no one is left behind. With this in mind our priorities. As an example, we ventured heavily on and within its field of action, Aqualia is working with developing and deploying the Water Analytics (WA) municipalities so that anyone who needs access to tool to manage water more intelligently in cities and water, has it: In 2020 we maintained almost 200,000 thus reduce the water footprint, and we implemented beneficiary contracts, through tariffs, vouchers and systems that optimise meter reading times. Regarding subsidies, in Spain and internationally. this point alone, during the last business year we invested close to two million euros in the development of technological tools. Communicating the desire to improve is one of the gestures that citizens value the most when it comes to believing in the honesty of a company. What aspects would Aqualia like to improve? Surveys show that our customers highly value our work, but also that there is room for improvement, and we need to work on this.We try to be honest without ceasing to be demanding,and the results obtained show us the areas in which we need to work the most. We are especially proud of the fact that our staff services office has the highest percentage of satisfaction (85.2%), and we are also proud of the high rating given to the Aqualia contact channel (97%). In a year in which remote service played a leading role, our app was used by 27% more users. As we work to raise these percentages, we are also listening to other stakeholders and suppliers. According to the latest Global Water Intelligence (GWI) ranking, we are the fourth-largest water management company in Europe and the ninth in the world by population served, providing service to almost 30 million people in