Sure. I'll say a little about the 'self, family, work' first, and then maybe I, and Lindsay, as chair of the board, could respond on the KPI performance. 'Self, family, work', I assure you, is more than a slogan. It was something that, at the very start of the pandemic, I felt very strongly about. We all were alarmed and anxious about the pandemic, especially in those early days, and it felt to me the right thing to do to try to signal to the organisation that I wanted work not to be a further form of stress and anxiety for them, but actually, as best we could make it, a form of stability and support for people. And so we started to use this maxim, and we continued to do so. In fact, in my weekly message to the organisation just last week, I referred to it again, because I have been making use of it because of some pressures that I have been feeling personally.
In practical terms, we've done a number of things. Perhaps the most significant is that we created a dedicated time code for colleagues, so that those who have to record how they use each hour of the day for us in order to inform our fee setting did not feel under pressure if, for instance, they had caring responsibilities, if their children were having to home school when the schools were closed, and so forth. So, we made it very clear to the organisation that if colleagues were simply unable to deliver what they otherwise would have done, that was okay, and I didn't want to put them under further pressure to make up for that lost time through the night, and so forth. Colleagues made use of that, to a degree, and clearly, from feedback that we received, that was greatly appreciated. It was not abused, and you can see that from our overall performance and delivery.
In other things that we've done, we had quite a significant programme of learning and development and engagement activities that was centred around supporting people through the remote working experience and the pressures of the pandemic, and a whole raft of social activities to lighten the load and get back some of that heart and soul, as Mr Fox said earlier, that we ordinarily would have had from the organisation.
You asked, I think, essentially, 'Why hasn't that been reflected in your KPIs?' Well, I believe it has. The KPIs we're looking at in this report were from October-November 2020. We have two employee experience KPIs there, and one is about our engagement index, which is at 70 per cent, which is in the top decile of the 100 or so organisations that undertake the equivalent civil service people survey that we do. That's an extremely high level and speaks to a strong, healthy culture within the organisation. The other indicator is extremely demanding, and it's what I'd describe as a stretch target for us. To see us in the upper quartile of every one of the 10 themes within that survey is exceptionally demanding. So, I'm not surprised we're not there. I wouldn't anticipate that we would be there this year either, because that is an exceptionally high level of performance. But, for me and the board, I think we like that, because it means that we're always going to be pushing ourselves even when we improve. Lindsay, you'll have more to say, I'm sure, from a board perspective.