Greenhouse Gas Emissions (tCO2e)


Greenhouse Gas Emissions (tCO2e)26

Metric

2019

2020

2021

2022

2023

Scope 1

Direct emissions

792.2

707.4

582.3

802.2

866.1

Scope 2

Purchased electricity, steam, heat, and cooling (market-based)

6,543.6

5,526.3

4,823.8

4,072.2

4,638.2

Purchased electricity, steam, heat, and cooling (location-based)

6,683.5

5,923.6

5,680.8

5,923.8

6,329.8

Scope 3

3.1 Purchased goods and services

65,485.0

78,725.4

138,261.7

222,955.6

197,678.7

3.2 Capital goods

11,947.4

6,617.6

6,607.7

2,485.8

2,006.0

3.3 Fuel and energy related activities

1,377.2

1,431.1

1,755.3

2,062.9

2,280.7

3.4 Upstream transportation & distribution

245.1

196.3

74.6

1.5

0.0

3.5 Waste generated in operations

382.4

115.9

220.2

146.1

39.2

3.6 Business travel

12,980.0

4,037.8

1,334.8

9,718.1

25,878.3

Optional 3.6: Accommodations

819.0

122.0

42.1

373.6

507.2

3.7 Employee commuting

3,453.5

1,227.0

2,561.3

1,522.6

339.5

Optional 3.7: Employee home offices

304.7

1,221.7

1,750.8

4,977.3

3,838.2

3.8 Upstream leased assets

305.2

682.8

574.9

602.0

548.3

Renewable Energy Certificates (RECs) for 3.3 and 3.827

148.2

240.3

158.6

Scope 3 Subtotal

97,299.5

94,377.6

153,035.1

244,605.3

232,957.7

Scopes 1-3 Total

104,635.3

100,611.3

158,441.2

249,479.7

238,461.9

Energy Use


Energy Use26

Metric

2019

2020

2021

2022

2023

Total energy consumed (MWh)28

31,293.1

37,739.5

48,292.9

62,994.1

68,829.0

Scope 1 Direct energy use

3,645.1

3,045.6

2,274.5

3,175.8

3,292.1

Scope 2 Indirect energy use

16,953.2

15,438.1

15,643.0

18,043.2

17,854.5

 Scope 3 Other indirect energy use

10,694.8

19,255.8

30,375.4

41,775.1

47,682.3

Percentage renewable electricity out of market-based scope 2

5.4%

10.9%

20.0%

40.6%

34.4%

Percentage grid electricity out of market-based scope 2

94.6%

89.1%

80.0%

59.4%

65.6%

Offices


Offices

Metric

2019

2020

2021

2022

2023

Estimated water use (m3)29

141,500.9

117,814.9

Percentage of buildings certified to a green building standard30

27.1%

27.4%

Sustainability Accounting Standards Board (SASB) index


Sustainability Accounting Standards Board (SASB) index

This index maps our disclosures to the SASB standards for the Software & IT Services industry.

Environmental Footprint of Hardware Infrastructure

SASB Code

Metric

Response

TC-SI-130a.1

(1) Total energy consumed, (2) percentage grid electricity, (3) percentage renewable

TC-SI-130a.2

(1) Total water withdrawn, (2) total water consumed, percentage of each in regions with High or Extremely High Baseline Water Stress

TC-SI-130a.3

Discussion of the integration of environmental considerations into strategic planning for data center needs

Data Privacy & Freedom of Expression

SASB Code

Metric

Response

TC-SI-220a.1

Description of policies and practices relating to behavioral advertising and user privacy

TC-SI-220a.3

Total amount of monetary losses as a result of legal proceedings associated with user privacy

Any material legal proceedings would be disclosed in our most recent Form 10-K filed with the SEC.

TC-SI-220a.4

(1) Number of law enforcement requests for user information, (2) number of users whose information was requested, (3) percentage resulting in disclosure

Our Transparency Reports document how many government requests for information Twilio receives, how we respond, and how often we are permitted by law to notify our customers of these requests.

TC-SI-220a.5

List of countries where core products or services are subject to government-required monitoring, blocking, content filtering, or censoring

Twilio complies with U.S. regulations related to embargoed countries and regions.

Data Security

SASB Code

Metric

Response

TC-SI-230a.1

(1) Number of data breaches, (2) percentage involving personally identifiable information (PII), (3) number of users affected

Any material breaches would be disclosed in our most recent Form 10-K or applicable Form 8-K filed with the SEC.

TC-SI-230a.2

Description of approach to identifying and addressing data security risks, including use of third-party cybersecurity standards

Recruiting & Managing a Global, Diverse & Skilled Workforce

SASB Code

Metric

Response

TC-SI-330a.1

Percentage of employees that are (1) foreign nationals and (2) located offshore

Regional breakdown of employees31

North America: 61.8% (2022), 61.6% (2023)
Europe, Middle East, Africa: 17.2% (2022), 16.1% (2023)
Asia Pacific: 14.5% (2022), 14.9% (2023)
Latin America: 6.5% (2022), 7.5% (2023)

TC-SI-330a.2

Employee engagement as a percentage

Employee promoter score32

75% (2022), 69% (2023)

TC-SI-330a.3

Percentage of gender and racial/ethnic group representation for (1) management, (2) technical staff, and (3) all other employees

Intellectual Property Protection & Competitive Behavior

SASB Code

Metric

Response

TC-SI-520a.1

Total amount of monetary losses as a result of legal proceedings associated with anticompetitive behavior regulations

Any material legal proceedings would be disclosed in our most recent Form 10-K filed with the SEC.

Managing Systemic Risks from Technology Disruptions

SASB Code

Metric

Response

TC-SI-550a.1

Number of (1) performance issues and (2) service disruptions; (3) total customer downtime

Service Status

TC-SI-550a.2

Description of business continuity risks related to disruptions of operations

Activity Metric

SASB Code

Metric

Response

TC-SI-000.A

(1) Number of licenses or subscriptions, (2) percentage cloud-based

Total active customer accounts are disclosed in our most recent Form 10-K filed with the SEC.

Footnotes


26  We measured our 2019-2023 carbon footprint in partnership with Watershed. Watershed methodology follows guidelines from the GHG Protocol Corporate Accounting and Reporting Standard and the Corporate Value Chain (Scope 3) Accounting and Reporting Standard, inclusive of scope 1, 2, and all relevant scope 3 categories. Watershed’s methodology received third-party verification and uses the most recent and relevant emissions guidance. Watershed is a CDP gold accredited global software solutions provider. We received external auditing from Apex, who verified our 2022 and 2023 scope 1 and 2 emissions. Apex is a silver verification solutions provider accredited with CDP, and all of Apex’s lead auditors are either ISO 50001 or ISO 14001 Lead Auditor certified. Starting in the 2022 footprint, we incorporated region-specific power usage effectiveness values from one of our cloud computing partners into the cloud electricity emissions calculation, and we also collected access swipe data across key offices to estimate the percentage of employees commuting into the office. We now separately disclose optional scope 3.6 emissions from business travel accommodations and optional scope 3.7 emissions from energy usage from employees working from home. We still share these categories for transparency, but they are not included in our science-based target per SBTi requirements. Scope 3.6 emissions from business travel include radiative forcing for flights. Optional scope 3.7 emissions from employees working from home are calculated using location-specific carbon intensity factors to account for differences in emission intensity of the energy sources where our employees are working from home. We acquired multiple companies between 2019 and 2022. GHG protocol requires that the emissions from each acquired company are included within our footprint prior to the acquisition close date as well as moving forward. Watershed estimated historical emissions for each acquisition using a proprietary machine learning algorithm, and the estimated historical emissions from applicable acquisitions are included in addition to our actual emissions for the applicable years. After the acquisition close date, these companies are folded into our systems, and their emissions appear in our carbon footprint using actual data. We have restated our 2019-2021 carbon footprints to better account for well-to-tank emissions in scopes 3.3, 3.6, and 3.8 as well as flight fare class for scope 3.6. Our 2023 market-based scope 2 emissions include Renewable Energy Certificates (RECs) that have been purchased but are not yet retired. Our scope 3.6 business travel emissions increased between 2022 and 2023 in part due to increased UK Department for Environment, Food & Rural Affairs (DEFRA) emission factors for 2023 that were primarily higher because of reduced flight load factors as a consequence of the COVID-19 pandemic.

27 These Renewable Energy Certificates (RECs) only apply to the US-based grid mix for scopes 3.3 and 3.8. The RECs applied to 2021-2022 were purchased with a late 2022 vintage. We distributed the accounting for the RECs within the recommended 21-month window timeframe per Green-E guidance best practices. 2023 RECs have been purchased but are not yet retired.

28 Energy consumption is defined as electricity usage and all other energy types. We have restated our 2019-2022 energy consumption to be more comprehensive and include other types.

29 Estimated water use is calculated for offices based on internal records and utility bills where available. For offices where water consumption data is unavailable, we estimate water use by applying an average water use (m3) per square foot based on available 2022 data since it is most representative of other offices. These estimates are for freshwater use only and are calculated based on the square footage of all offices we leased during the year.

30 The percentage is calculated based on the square footage of our San Francisco Spear Street office, which is LEED Gold certified, relative to the total square footage of all offices we leased during the year. We do not own any real property.

31 In the US, we follow US Equal Employment Opportunity Commission (EEOC) guidelines in how we track employee data. In all other countries where we operate, we follow region-specific data privacy guidelines in how we track employee data. All employee data is pulled from Twilio’s Workday system as of December 31, 2023. This data includes regular and fixed-term employees only. This data includes employees that are fully integrated with Twilio and will exclude non-integrated employees until the year that they are integrated. Mexico is designated as part of Latin America.

32 This result is based on employee ratings for the statement “I would recommend Twilio as a great place to work” as of Q4 2022 for 2022 and as of Q3 2023 for 2023. We conduct an annual employee engagement survey, share the results, and refocus our work based on employee feedback.