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2021 Environmental, Social and Governance Report|
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Our Community - Helping Employees & Communities
Core Values Guide & Inspire Us in Helping Others
HELPING OUR EMPLOYEES AND COMMUNITIES THROUGH CHALLENGES
In a year of unprecedented challenges, our Core Values — Safety, Ethics, Inclusion and Diversity, Service and Value — guided our emergency response and inspired us to help our customers and communities in new ways.

ONE Gas has also taken steps to support our customers through the COVID-19 pandemic. We connected them to community resources to ease pandemic-related financial burdens, such as the Salvation Army’s Share the Warmth program and the Low-Income Home Energy Assistance Program (LIHEAP/LIEAP).
Response to COVID-19
Our values of Safety and Service guided our response to the pandemic. As our customers’ homes became places of work, school and refuge, we continued delivering safe and affordable natural gas, bringing comfort and stability in the face of uncertainty. We quickly established a cross-functional pandemic task force. We launched a multitiered response and safety plan using guidelines from the Centers for Disease Control and Prevention (CDC), Occupational Safety and Health Administration (OSHA) and third-party experts. This plan continues to serve us as we adjust how we work based on the risk level of the virus-related activity in our operating areas.

We leveraged technology to transition more than half of our 3,700 employees to a remote working environment in only three days. We implemented social distancing and hygiene guidelines for those essential workers who remained in the field and provided new personal protective equipment for added safety. Our customer service representatives and technicians asked safety-related questions before entering a customer’s home or business to limit the spread of COVID-19 while we continued to provide essential services.
Response to COVID-19
Winter Storm Uri
Winter Storm Uri
In February 2021, Winter Storm Uri caused unprecedented circumstances across our service area, including the coldest day recorded in over a century, rolling electric brownouts and countless water main breaks.

In recent years, we have focused on improving the resilience of our system to be better prepared for events like the winter storm.

We completed 19 projects that provided new transmission and distribution supply points and 81 interconnections, reinforcement or regulation projects to reinforce our system.
Listening, Learning and Leading Change
The challenges we faced in 2020 went beyond natural disasters and the pandemic. Events yielded a new focus on racial justice issues across our country and in the communities we serve. National headlines, events unfolding in our communities and families experiencing racial injustice remind us of the work yet to be done.

There are no easy answers. The solution to these issues will involve active leadership, hard work and, most importantly, recognizing the different experiences everyone faces. To build a better tomorrow for everyone, we are committed to listening, learning and leading change.

ONE Gas does not tolerate racism or discrimination in any form. We draw upon our Core Values to reinforce what we stand for: the value and voice of every person. Our company culture embraces inclusion and diversity and encourages collaboration and feedback.
Listening, Learning and Leading Change
Standing for the value & voice of every person

In 2020, we leaned on our culture of inclusion by hosting listening sessions between our chief executive officer and employees representing our seven employee resource groups (ERGs), as well as employees who do not identify with or participate in our ERGs. The immediate goal of these listening sessions was to gain a deeper understanding of the experiences of our employees from their unique perspectives.

Core Values
safety-orange
Safety

We are committed to operating safely and in an environmentally responsible manner.

ethics
Ethics

We are accountable to the highest ethical standards and are committed to compliance. Honesty, trust and integrity matter.

inclusion-red
Inclusion & Diversity

We embrace an inclusive and diverse culture that encourages collaboration. Every employee makes a difference and contributes to our success.

service
Service

We provide exceptional service and make continuous improvements in our pursuit of excellence.

value
Value

We create value for all stakeholders, including our customers, employees, investors and communities.

An Affordable Choice

Our customers depend on resilient, affordable, reliable natural gas in a variety of ways. From making the perfect cup of locally-roasted coffee to keeping homeownership affordable and helping businesses thrive, take a look at one of the ways natural gas plays a critical role for Texas community organizations like Austin Habitat for Humanity.