In this section, we reflect in detail on our strategic objectives for 2020. Our conclusions, along with some key issues raised in our materiality analysis, determine our strategic objectives for 2021.

Our strategic objectives and plans are informed by our mission and by input from both internal and external stakeholders. The overall direction of our 2019-2021 strategic plan remains valid, although – in line with the sector as a whole - there is increased pressure on our business model. We will continue to work on the improvement of our long-term, structural performance in line with our strategic plan, building on the substantial measures we took in 2020.