la Caixa

Transcription

la Caixa

Caja de Ahorros y Pensiones de Barcelona
Avenida Diagonal, 621-629 - 08028 Barcelona, Spain
Tax ID Number: G-58899998
Telephone: (34) 93 404 60 00
Fax: (34) 93 339 57 03
Website: www.laCaixa.es
2007 ”la Caixa” Corporate
Responsibility Report
Trust, social commitment and quality
Index
Letter from the Chairman and President & CEO of ”la Caixa”
1. Introduction
1.1 Loyalty to our commitments
1.2 Corporate Governance of ”la Caixa”
2. Social impact from the operations at ”la Caixa”, objectives achieved in 2007
3. Principal social benefits of our financial activity
3.1 Financial Inclusion for People with Limited Resources
3.2 Answers to ever-changing Needs of each Generation, and its Enterprising Pioneers
3.3 Financial Products that Contribute to a more Sustainable World
3.4 Accessibility to Financial Services
3.5 Sustainable Finance
4. Tailored banking for our Customers
4.1 Sound Solutions to Meet Customers’ Needs
4.2 Customer Satisfaction
4.3 Innovation
4.4 Solvency, Security and Transparency
5. Commitment to the Environment
5.1 A Benefit to the Community
5.2 Environmentally Friendly
5.3 Suppliers
6. An excellent place to work
6.1 Recognizing diversity
6.2 Respect for Collective Rights
6.3 Social Advantages and Benefits
6.4 Fostering Professional Expertise
6.5 Technological Innovation
6.6 Internal Customer Satisfaction
7. Summary of Indicators
8. Verification Report
Isidre Fainé
Chairman
Joan Maria Nin
President & CEO
We are pleased to present the 4th Annual Corporate Responsibility Report detailing the foremost events and developments in the
management of ”la Caixa” in 2007, in terms of corporate responsibility. For the first time, this year the report presents data from subsidiaries
of ”la Caixa” –GDS-Cusa, MicroBank, PromoCaixa, Serveis Informàtics, ServiHabitat, Sumasa and Vivenda Assequible–, together with
recommendations from expert independent consultants within the framework of the consultancy and dialogue process we carry out in
accordance with the principles of standard AA1000.
This report has been verified by external audit by Deloitte, complies with the indicators established by the Global Reporting Initiative
(GRI-3), at its highest possible level (A+), and constitutes a presentation of the advances in the strategic objective of developing the Triple
Bottom Line: Economic, Social and Sustainable. The report also details our actions in financial and social engagement with stakeholders,
which consists of advancing people’s social and financial integration, improving accessibility to financial services, and furthering both
professional and personal development of employees.
In order to enable financial and social integration of those at risk of exclusion, ”la Caixa” has created MicroBank, the ”la Caixa” community
bank, which aims to provide support for personal, family, and self-employment projects by awarding social and financial microcredits. At
the same time, we have provided our foreign customers with the necessary services and technological channels to help them integrate
within our society and facilitate them in the transfer of in excess of 100,000 remittances to their native countries each month.
With regard to access to financial services, all new branches of ”la Caixa” incorporate the concept of “no barriers” –eliminating the
height difference between footpaths and the interior of the branches–. All 8,000 ATMs have been adapted to include a keyboard for
the visually impaired so that basic operations are no longer a problem. Also, our internet banking services have been modified to include
several new operations, thereby providing access to a more complete range of services.
Our commitment to respecting the environment is a reality for ”la Caixa” with the entire branch network adopting sound initiatives, not
to mention the ambitious projects undertaken by Obra Social. The most important event in 2007 has been the adoption of the Equator
Principles by which the Institution makes the commitment that any project financing with a project capital financial threshold above USD10
million, rates positively in its environmental and social impact, in accordance with International Finance Corporation regulations.
Finally, ”la Caixa” continues to promote the personal and professional development of all those working for the Institution and to foster
the reconciliation of family life and working life. In line with recent trends, once again in 2007 the increase in the number of staff, with
1,004 new employees, is a reflection of the growth and expansion of ”la Caixa”, which has made us one of the most important full-time
job creators in Spain. With regard to labour issues, ”la Caixa” has reached an agreement with trade unions about a far-reaching protocol
on Equality and Reconciliation to assist our employees in striking a balance between working life and family life. This agreement details
the new measures affecting Equality, leaves of absence, and staff training programs.
All these measures have contributed to ”la Caixa” being named the top rated Institution to work for by a MERCO (Spanish Monitor of
Corporate Reputation) study, for the second year running.
With the present Corporate Responsibility Annual Report, we summarize ”la Caixa”’s commitment to our customers, employees, and
the community in general. We take this opportunity to express our gratitude to all of you who have placed your trust in us and we hope
that the information in this report is a suitable reflection and presentation of the principal developments and events over the past year.
Introduction
1.2 Corporate Governance of ”la Caixa”
1
1. Introduction
A history based on our
commitment to responsible
management
The key elements and driving forces
behind the activity of ”la Caixa” are,
to promote financial inclusion for
those with limited resources, provide
solutions to the ever-changing needs
of each generation of customers and
Banking Access for those with
limited resources
its enterprising pioneers, to offer a
range of financial products and services
that contribute to a more sustainable
world, and to secure universal access
to financial services and sustainable
financing.
Our response to our customers’
ever-changing needs
Financial products to promote a
more sustainable world
Accessibility to financial services
Sustainable Finance
1905
1910
1904
Creation of la Caja de Pensiones para la Vejez.
1909
First branch office is inaugurated in Igualada (Barcelona).
1915
1918
1920
Integration of Obra Social in the organisation.
1925
1930
1935
1955
Beginning of housing developments of a social nature.
1940
1945
1963
1960
”la Caixa” now has over 237 branches and 1,000 employees.
Computerisation of la Caja de Pensiones begins.
1950
1955
1960
1965
1975
1970
1979
The first banking cards are introduced.
Automatic Teller Machines (ATMs) are introduced for the first time.
1975
1982
The Scholarship programme of ”la Caixa” is
started to further study programmes abroad.
1980
1985
Corporate Responsibility Report ”la Caixa” 2007
1. Introduction
1990
1990
Fruit of the merger between Caja de Pensiones para la Vejez y de Ahorros de
Cataluña y Baleares and la Caja de Ahorros y Monte de Piedad de Barcelona
(founded in 1844), the Caja de Ahorros y Pensiones de Barcelona is born.
The number of ”la Caixa” branches reaches a total of 2,296, with 2,681 ATMs.
1993
The ServiCaixa ATMs go into action.
1995
1997
Creation of the ”la Caixa” website.
First donations from the Puntos Estrella programme to non-profit
organisations.
2000
2004
• ”la Caixa” celebrates its centenary year.
• The launch of the Libreta and Tarjeta Básica as well as the Microcredit line for persons with difficulty accessing the financial system.
• The portal www.integrateXXI.com is set up to provide resources and information for new residents.
• Creation of the Financial Advisor for Entrepreneurs.
Creation of the Financial Advisor for Entrepreneurs and Obra Social Affordable Housing Programme.
2005
2005
”la Caixa” signs up to the United Nations Global Compact.
2007
MicroBank, the community bank of ”la Caixa” is founded.
The keys of 1,084 new homes presented, thereby completing Phase I of the
Obra Social project, Affordable Housing Programme.
2010
Launch of the Depósito Estrella Solidario.
• ”la Caixa” Group: 5,480 branches, 8,011 ATMs and 26,342 employees.
• 75% of all branches are completely accessible.
”la Caixa” adopts the Equator Principles.
2015
1. Introduction
Mission, Vision and Values
The commitment of ”la Caixa” to
our customers, employees and the
community is the foundation of its
mission, and this is transmitted through
its vision and values.
Mission
To promote saving and investment by
offering the best and most complete
financial service to the greatest number
of customers and to contribute to our
community in order to assist in covering
basic financial and social needs, in
whatever way best meets those needs.
Vision
To be the leading Spanish Finance Group
in creating value for the community,
customers and employees.
Values
The values that best define ”la Caixa”
have been present since its origins and
have constituted the pillars on which our
activity rests, and a benchmark for the
entire organization.
Trust, based on honesty and respect for
others. Commitment to the Community,
which is evident, not only in the
Community Welfare Projects, but in all
the activities of ”la Caixa”. And finally,
Quality, through professionalism and
innovation.
These are the three values which best
define and identify ”la Caixa”, shape the
management model of the Institution,
and establish the quality of the
relationship between the organization,
employees, customers, and the
community.
1. Introduction
Financial Bottom Line
of ”la Caixa”
The growth of ”la Caixa” is based on
solvency, profitability, and efficiency.
Efficiency
Efficiency, together with solvency
and profitability, is another of the key
elements that constitute the basis for
growth of ”la Caixa”.
• The recurring efficiency ratio stood at
42.9%, with a reduction of 5 points.
Profitability
Profitability, the decisive factor and basis
for the economic bottom line of
”la Caixa” grew together with solvency.
• Recurring ROE (attributed profit/average
equity) is 19.4%.
• Recurring ROA (net recurring profit/
average total assets) stood at 1%.
• Recurring RORWA (net recurring
profit/risk weighted assets) is 1.5%.
Solvency
Our risk policy at ”la Caixa” is best
defined as prudent and diversified, and
this translates to a high level of solvency
that surpasses the legally required
standards.
• The capital ratio (BIS ratio) stood at
12.1%, TIER 1 at 9.8% and Core Capital
at 8%.
• The NPL ratio stood at 0.55%
• NPL coverage ratio improved and
reached 281.1%.
Economic value, generated, distributed and retained by the ”la Caixa” Group
(amount in thousands of euros)
Growth
Successful management of challenges has
meant that ”la Caixa” is well established
as the third biggest Spanish financial
institution and the leading Spanish and
European savings bank.
• EUR 385,639 million in total banking
business volume.
• EUR 2,488 million attributed profit of
the ”la Caixa” Group.
• EUR 2,011 million recurring profit of the
”la Caixa” Group.
• EUR 21,918 million market value of
listed companies.
• EUR 12,033 million unrealised gains on
listed companies.
• EUR 14,418 million in own funds.
2007
2006
Economic value generated
6,666,919
8,013,315
Gross income
6,308,428
5,626,264
Sales less costs of sales
202,091
366,824
Other operating income
236,539
226,072
Other gains minus other losses
-80,139
1,794,155
3,551,856
3,978,929
826,148
774,904
1,949,868
1,783,174
Income tax plus taxes included in other general operating expenses
138,680
927,543
Result attributed to minority
137,160
117,308
Obra Social
500,000
376,000
3,115,063
4,034,386
Economic value distributed
Other general administrative expenses (excluding taxes) plus other operating expenses
Personnel expenses
Economic value retained
NOTE 1: Data taken from consolidated annual accounts of the “la Caixa” Group for financial year 2007.
NOTE 2: given the scope of the report in the 2006 Corporate Responsibility Report the EC1 indicator was only given at an individual level for ”la Caixa”.
10
1. Introduction
Contribution to economic
growth
Active contribution with a
positive impact
The direct contribution of ”la Caixa”
to the Spanish GDP over the financial
year 2007 accounted for 0.43% of the
overall total. In addition, the indirect
effects of the Institution’s activity have a
significant impact on GDP. These effects
are the result of the economic activity
derived from the purchases ”la Caixa”
makes from our suppliers. In order to
meet this demand, our suppliers, who
in turn, increase purchases from their
suppliers; also generate a contribution
to GDP. To calculate this indirect effect,
the input-output table of the Spanish
economy is used, which provides data
regarding structure of intermediate
purchases between the different sectors
of the economy. According to this table,
for every EUR 100 added value of the
financial intermediary services sector,
the sector in which ”la Caixa” operates,
approximately EUR 29 is generated
indirectly within the economy. This
represents an overall effect of 29%
greater than the direct effect. The sum,
therefore, of both direct and indirect
contributions by ”la Caixa” over the
financial year 2007 accounted for 0.55%
of Spanish GDP.
Source: Research Department of ”la Caixa”
”la Caixa” has been the biggest creator
of steady employment in the country
over the past few years
”la Caixa” is the most prominent financial
institution in the entire country. The
5,468 branches located throughout
the country, as well as 1 in Poland, 1 in
Romania and 10 representative branches
have become a driving force in job
creation. During the period 2006-2007,
the Institution has taken on an additional
1,000 new members of staff. The team of
professionals at ”la Caixa” have a calling
for service that contributes to making
the Institution’s Project a reality. This
natural calling has meant that ”la Caixa”
has become the number one financial
institution in Spain for creating fulltime
employment.
11
Dialogue with our
stakeholders
Stakeholders of ”la Caixa”
”la Caixa” is a privately founded
non-profit Savings and Provision
Institution, independent of all other
companies dedicated to raising,
managing and investing savings
deposited.
The stakeholders of ”la Caixa” who
form part of the General Assembly are
its customers, its employees and the
community. These three groups are
represented in the General Assembly,
the Institutions highest governing and
decision-making body.
The Caja de Ahorros y Pensiones
de Barcelona has made provision
in its Statutes for the percentage
representation in the following way:
From a total of 160 members of the
Assembly:
• 58 members representing deposit
holders, or 36%
• 48 members representing founding
institutions and other community
interest entities (30%).
• 34 members representing local
corporations (21%).
• 20 representatives of employees
(13%).
1. Introduction
Management model
For ”la Caixa”, corporate responsibility
means operating in a manner that reflects,
and is in accordance with, our corporate
values of Trust, Social Commitment and
Quality, and taking these values one
step beyond the legal requirements.
Furthermore, we aim to share the profits of
our actions with employees, customers and
the community.
These values lay down the business and
organizational strategy of ”la Caixa”.
In order to assure coherent application
of these principles, ”la Caixa” has a
management model resting on five
principal mainstays:
• Focused on the customer and their social
and financial needs.
• Personalised attention from our 26,342
professionals in the ”la Caixa” Group.
• Risk management based on prudence
and solvency.
• Multi-channel management to enable
greater access to the services offered by
”la Caixa”.
• Close ties to each community with the
largest network of branches in the
country.
Principal headway made in terms of
responsible management in 2007
• Setting up of Committee for Corporate
Reputation made up of the different
areas of management in ”la Caixa”.
• Completion of roadmap for reputation
risk of ”la Caixa”.
• Adoption of the RepTrak® Pulse for
monitoring stakeholders’ perception
of ”la Caixa”.
• Launching a process of dialogue
between ”la Caixa” and its
stakeholders: customers, employees
and the community.
• Adopting the Equator Principles.
• Setting up of the MicroBank, the
Community Bank of ”la Caixa”.
• Joining the European Alliance for
Corporate Social Responsibility.
Dialogue and main aspects
”la Caixa” provides a range of channels
for dialogue with its stakeholders,
among which the principal elements are:
• A network of 5,480 branches and
24,725 employees in ”la Caixa”.
• Internal and external instruments of
communication.
• Research and studies detailing financial
and social needs.
• Contact and collaboration with
organisations and bodies from the
world of business, society, culture,
education, and the environment.
These channels provide ”la Caixa”
with the information regarding what
is expected of us. This data is then
used by the Institution to design the
actions required to provide appropriate
solutions, thereby reducing the
probability of risks and optimising
opportunities.
Stemming from a desire to improve
dialogue with stakeholders, in 2007
”la Caixa” initiated a process based on
the AA1000 standard.
This process consisted of several meetings
with those responsible for the business
areas and subsidiaries of ”la Caixa”
(GDS-Cusa, MicroBank, Promocaixa,
Serveis Informàtics, Servihabitat, Sumasa
and Vivenda Assequible) reporting herein
and organising two workshops with
representatives from those organisations
and bodies of the stakeholders of
”la Caixa”: customers, employees, the
community and the environment.
Overall, 25 people took part in the study,
7 of whom represented the different
areas of the organisation and the
remaining 18 were representatives from
organisations and bodies.
During these meetings several aspects
regarding the structure, style and
treatment of the contents of the 2006
Annual Report were discussed, as well
as the issues which should be included
in the ”la Caixa” 2007 Corporate
Responsibility Report.
Operating principles • A benefit to the community, demonstrated in financial terms and through Obra Social
• Constant innovation, focused on the capacity for turning ideas into value
• Proactive approach to finding solutions to meet the needs of our customers
• Efficiency in business management
• Excellent service received from the team of professionals working for the Institution
Organisational principles
• Challenge-driven Management
• Decentralization and independence of decision making
• Personal and professional betterment of employees
• Flexibility and adaptability
12
1. Introduction
Summary of opinions regarding
structure, style, and contents of 2006
Report:
• The clarity, structure and layout of the
report was seen in a positive light,
with a recommendation to report
information regarding the main
corporate responsibility actions of
”la Caixa” to customers and society at
large, in a more comprehensible and
straightforward manner.
• Greater emphasis should be given
to reporting long-term vision, by
establishing challenges in each of the
areas, in such a way as to measure and
observe the progress in attaining this
vision.
• More detailed information outlining the
degree to which established goals are
being met.
• With regard to quantitative data, a
request was put forward to provide the
information, not only in percentage
form, but also in terms of absolute value.
Aspects to be included in the
”la Caixa” 2007 Corporate
Responsibility Report
The following method was used in order
to decide what material should be used
in the Report:
• Comparative analysis of data included
in reporting from other companies in
the sector. To do this we conducted an
exhaustive revision process of the main
Reports at a national and international
level.
• Parallel to this, a review of channels
of communication was conducted
with the intention of identifying the
principal issues affecting stakeholders.
• Finally, extensive internal and external
consultations were performed to
determine expectations and pinpoint
the most prominent issues.
The result of this process is the following
list detailing the most prominent issues
affecting stakeholders:
CustomersEmployeesSocietyEnvironment
Ethics and
transparency (7)
Dialogue (8)
Contribution to economic and social
development (12)
Direct environmental
impact (8)
Quality (7)
Communication and
participation (2)
Actions of a financial nature in the
community and Obra Social (3)
Environmental management (3)
Risk management,
solvency and security (7)
Managing diversity (2)
Relationship with suppliers (2)
Environmental risk analysis (3)
Universal service and
financial inclusion (3)
Satisfaction (2)
Standards and Certifications (2)
Innovation (2)
Training (2)
Environmental training and
awareness (2)
Accessibility (1)
Employee Code of Ethics (2)
Professional advancement (2)
Recognition of a job well done (1)
Freedom of Association (1)
13
1. Introduction
1.2 Corporate Governance at ”la Caixa”
Governing bodies
Caja de Ahorros y Pensiones de Barcelona,
”la Caixa”, is a financial institution
governed by Legislative Decree 1/1994, of
6 April, regulating Catalan savings banks
and is registered in the special register of
the Catalonia Autonomous Community
Government. In accordance with its
constituent origin, it is a non-profit
financial institution promoting social and
welfare goals; it is privately managed
and independent of any other company
or institution and engages in attracting,
administering and investing the savings
entrusted to it.
According to the powers established
in the law and its bylaws, ”la Caixa” is
governed, ruled, run, represented and
controlled by the General Assembly,
the Board of Directors and the Control
Committee.
The General Assembly
The General Assembly is the highest
governing and decision-making body
of ”la Caixa”. In addition to its general
governing powers, the following duties
also fall especially and exclusively within
its powers:
• to appoint directors and members of
the Control Committee;
• to decide upon the reasons for the
removal and revocation of the powers
of the members of the governing
bodies before the end of their term of
office;
• to approve and amend the Bylaws and
Regulations governing the system for
electing the members of the governing
bodies;
• to resolve upon the change of
registered office;
• to resolve upon the alteration of the
Institution’s legal form, or its merger
with other institutions, or make any
decision affecting its nature, and resolve
upon dissolution and liquidation;
• to define the general guidelines for the
Institution’s annual action plan;
• to approve management of affairs by
the Board of Directors, the notes to the
financial statements, annual balance
sheet and income statement, and the
allocation of its profit to the aims of
”la Caixa”;
• to approve management of Welfare
Projects, and the related annual budgets
and expenditure;
• to confirm the appointment of the
Chairman and President & CEO of the
Institution;
• to designate, at the proposal of the
Board of Directors, the communityinterest entities that are able to appoint
members of the General Assembly;
• to deal with any other matter submitted
to it for consideration by the bodies
empowered to do so.
The General Assembly is the highest
governing and decision-making
body of ”la Caixa”
Relation of members in the
General Assembly
20
(13%)
58
(36%)
34
(21%)
48
(30%)
total: 160
Deposit holders
Founding entities and other communityinterest entities
Local government corporations
Employees
14
The members of the General
Assembly, known as General
Advisors, oversee that the interests
of deposit holders and customers
are safeguarded, that the
Institution’s community-oriented
aims in its area of influence are
fulfilled and that the integrity of its
assets is preserved, while setting the
regulations guiding the Institution’s
activities.
The stakeholders making up the
General Assembly are represented.
The Catalan savings bank law
divides these stakeholders into four
separate groups:
a) deposit holders
b)founding entities and other
community-interest entities
c) local government corporations
d)the employees of the institution
The first three sectors always refer to
the geographical sphere of influence
of ”la Caixa” and this requirement
is also implicit in the fourth sector.
Pursuant to the law, each of the
above sectors must be proportionally
represented as follows:
a) between 30% and 40%
representing the deposit holders;
b)between 25% and 35%
representing the founder entities
and other community-interest
entities;
c) between 15% and 25%
representing the local
government corporations;
d)between 5% and 15%
representing the employees.
Caja de Ahorros y Pensiones de
Barcelona has stipulated these
percentages in its Bylaws in the
following manner, from a total of
160 General Assembly members:
a) 58 members representing the
deposit holders (36.25%);
1. Introduction
b) 48 members representing the founder
entities and other community-interest
entities (30%);
c) 34 members representing the local
government corporations (21.25%);
d)20 members representing the
employees (12.5%).
General Assembly Meetings may be
held annually or extraordinarily. Annual
Assembly Meetings are held once a
year within the first six months of
the calendar year to approve, where
applicable, the notes to the financial
statements, balance sheet, income
statement, the proposed transfer to
Welfare Projects, and to reappoint,
where required, positions on the Board
of Directors and the Control Committee,
and to discuss and make decisions
in relation to the other matters and
proposals on the agenda. Extraordinary
Assembly Meetings are held as and when
they are called, and may only deal with
the purpose for the meeting.
The Board of Directors
Pursuant to the law, the Board of
Directors is the body appointed by the
General Assembly to govern, manage
and run the savings bank and may
be made up of a minimum of 10
and a maximum of 21 members. Its
composition must reflect the composition
of the General Assembly.
governing bodies are as representative as
possible, both in terms of the four main
stakeholders represented as well as from
a geographical standpoint, in view of the
areas where the Institution pursues its
activities and the close ties that savings
banks have in the territories where they
operate. This relationship is especially
clear in the way in which its Community
Welfare Projects are distributed.
The Board of Directors is made up of:
• 8 members representing deposit
holders, of which 6 must be elected
from among the General Assembly
Members representing this sector and
2 may be elected from among non
members meeting the appropriate
professional conduct requirements;
• 6 members representing the founder
entities or community interest
institutions, elected from among
the General Assembly Members
representing this sector;
• 4 members representing local
government corporations, of which
2 must be elected from among
the General Assembly members
representing this sector and 2 may be
elected from among non members
meeting the appropriate professional
conduct requirements;
• 3 members representing employees,
elected from among the General Assembly
members representing this sector.
The Board of Directors is charged
with deciding the actions to be
taken for developing the goals
and objectives of ”la Caixa”
Board meetings are attended by the
members as well as the Chairman and
President & CEO of ”la Caixa”, who
pursuant to the law, may intervene
and vote.
The Board of Caja de Ahorros y
Pensiones de Barcelona is made up of
21 members. As it is the largest savings
bank in Spain, it is reasonable for it to
have chosen to appoint the maximum
number of Board members (and General
Assembly members) to ensure that its
The Welfare Projects Committee and
the Executive Committee are delegate
committees of the Board of Directors.
Community Welfare Projects Committee
The role of the Community Welfare
Projects Committee is to submit for
15
Composition of the Board of
Directors
3
8
4
6
Total: 21
Deposit holders
Employees
approval by the Board of Directors all
new community welfare projects for
which support has been sought from
”la Caixa”, and the budgets for existing
projects, and to manage and run the
projects, in accordance with criteria of
economic rationality and to serve the
general interests of the area where they
are carried out to the fullest possible
extent.
The members of the Community Welfare
Projects Committee are the Chairman of
the Board of Directors and eight people
elected by the Board of Directors from
among its members, in proportion to the
sectors represented on the Board. The
Chairman and President & CEO of
”la Caixa” and the Executive VicePresident in charge of Community
Welfare Projects also attend committee
1. Introduction
meetings.
Executive Committee
The Executive Committee is the
permanent delegate body of the
Board of Directors. Its powers include
those delegated to it by the Board of
Directors.
The following Board members sit
on the Executive Committee: the
Chairman, the Deputy Chairmen and
four members, one from each of the
sectors represented at the General
Assembly. The Chairman and President
& CEO of ”la Caixa” also attend
executive Committee meetings.
The Investment Committee and the
Remuneration Committee are formed
within the Board of Directors and play
an informative role.
Investment Committee
The role of the Investment Committee
is to inform the Board of Directors
or the Executive Committee of the
investments or divestitures which, in
accordance with current legislation,
are of a strategic and stable nature.
It must also inform on the financial
viability of these investments and
how they fit in with the Institution’s
budgets and strategic plans. Current
legislation defines “strategic” as
the purchase or sale of a significant
investment in a listed company or
participation in business projects with
a presence on managing or governing
bodies which entail a total investment
by ”la Caixa” of over 3% of its equity.
The Investment Committee is made
up of the Chairman of the Board of
Directors and two directors, who must
be elected in view of their technical
ability and professional experience.
The Chairman and President & CEO of
”la Caixa” also attend meetings.
Remuneration Committee
The role of the Remuneration
Committee is to inform the Board of
Directors or the Executive Committee
of the general remuneration and
incentives policy for the members of
the Board of Directors and executive
personnel.
The Remuneration Committee is
made up of the Chairman of the
Board of Directors and two directors.
The Chairman and President & CEO of
”la Caixa” also attend meetings.
Steering Committee
The role of the Steering Committee is
to act as an independent supervisory
body of the Board of Directors,
though it stands independently of the
latter and is not subordinate to it. Its
supervisory role not only encompasses
financial issues but it also plays a
predominant role in the Institution’s
election processes and can even make
recommendations to the Department
of Economy and Finance of the
Catalonian Autonomous Community
Government regarding the suspension
of any Board resolutions it considers
to contravene current provisions.
Its composition must reflect the
proportional representation of the
various interest groups in the General
Assembly. Moreover, there may be no
duplication of representatives so that
no entity may have representatives on
both the Board of Directors and the
Steering Committee at the same time.
To carry out these duties the Steering
Committee has the following powers:
• to oversee management of affairs
by the Board of Directors, while
ensuring that their decisions are
consistent with the guidelines
and resolutions of the General
Assembly and with the aims of the
Institution;
• to monitor the operation of, and
tasks carried out by the Institution’s
supervisory bodies;
• to examine the external auditors’
reports and be familiar with any
recommendations made therein;
• to review the balance sheet and
income statement for each year
and make such observations as it
16
sees fit;
• to report on its activities to the
General Assembly at least once a
year;
• to request that the Chairman call
an extraordinary General Assembly
Meeting whenever it sees fit;
• to supervise elections for members
of the General Assembly and
Board of Directors, jointly with
the Department of Economy
and Finance. Also, the Steering
Committee will often supervise
elections of new Steering Committee
members;
• to examine the reports of the
delegate Community Welfare
Projects Committee and issue its
opinion thereon;
• to propose to the Department of
Economy and Finance to suspend the
Board of Directors’ resolutions if they
contravene current provisions;
• all of the duties conferred upon
the Audit Committee by virtue of
additional provision eighteen of
Securities Market Law 24/1998, of
28 July, with regard to the whatever
area they have not previously been
attributed powers, in particular:
a) to inform the General Assembly of
issues arising in their committee
meetings and which fall within
their area of responsibility.
b)to propose the appointment of
external financial auditors to the
Board of Directors for submission
to the General Assembly.
c) to supervise internal audit services.
d)to be familiar with the financial
reporting process and internal
control systems.
e)to contact the external auditors
to receive information on any
issues that could jeopardize their
independence, including issues
related to the audit process
and any other communications
envisaged under current
legislation.
• Any other powers conferred upon it
by the General Assembly within the
framework of the guidelines set out
in the foregoing paragraphs.
1. Introduction
The Steering Committee safeguards
correct management of the Board of
Directors
Composition of the Control
Committee
1
3
2
3
Total: 9
Deposit holders
Employees
The Steering Committee has 9 members
elected by the General Assembly from
among its non-director members, in the
following proportions:
• 3 members from deposit holders
sector.
• 3 members from the sector of the
founding institutions and community
interest groups.
• 2 members from the local government
corporation sector.
• 1 member from the employee sector.
In addition to the above bodies, it is also
important to highlight the figure of the
Chairman and President & CEO of
”la Caixa” as the executive to responsible
by law for performing the resolutions
of the Board and carrying out the other
duties entrusted to him under the
Institution’s bylaws or regulations. The
role of the Chairman and President &
CEO is especially important as, although
appointed by the Board, the office must
be confirmed by the General Assembly,
as well as removal from office. Moreover,
Catalan law provides that the Chairman
and President & CEO have a voice and a
vote on the Board of Directors.
Hence, there is a separation between
the various bodies with different
functions, which acts as a means of
control and, in line with codes of good
corporate governance, provides a
balance. Each of the governing bodies
contains a suitable balance between
the various sectors, thereby ensuring
equal proportionality.
Regime applicable to members
of the Governing Bodies
As far as the characteristics of the
members of the Board of Directors are
concerned, it is worth noting that with
respect to savings banks there is no
need to apply marks for practice in the
governing codes, since there cannot be
nominee directors as the institution is
foundational in nature. All directors are
attached to or represent a specific interest
group, although within the depositors
groups and those of local corporations
directors may be appointed as members
of the Board of Directors. There can be up
to 2 members for each of these groups
elected from people who do not have the
capacity of members of the
General Assembly and who meet the
suitable professional requirements.
This does not necessarily mean that
representatives from the aforementioned
groups who are members of the General
Assembly can be present on the Board.
With respect to the circumstances
surrounding both the members of the
Assembly and the members of the
Board of Directors and the Steering
Committee, current legislation stipulates
various incompatibilities. Consequently,
these posts cannot be taken up by:
a)Debtors under bankruptcy or
reorganisation proceedings not
following rehabilitation, in addition
to persons sentenced to penalties
that entail being banned from
holding public posts;
17
b)Those who prior to appointment
or during the exercise of their post
breach their obligations with
”la Caixa”.
c) Administrators and members of
governing bodies of more than
three trading companies, delegate
directors, members of the Board,
directors, advisors and employees of
other credit institutions or companies
attached thereto, or of Caja de
Ahorros y Pensiones de Barcelona
and corporations and institutions
promoting, supporting or warranting
credit establishments or institutions;
d)Public servants with duties directly
related to the activities of savings
banks;
e)Those holding public offices by
political appointment of public
authorities and the Chairman of the
founding institution or corporation;
f) Those who have held the offices of
Board Member or Chairman and
President & CEO for more than 20
years in the same savings bank or in
an another which has been absorbed
or merged.
The term of office of the members of
the General Assembly, the Board of
Directors and the Steering Committee
is 6 years, and members are eligible for
re-election for a second term if they meet
the conditions for appointment, up to
a maximum term of 12 continuous or
uninterrupted years. The calculation of
this limit does not include periods when
the office may have been held through
substitution, since the term must be
calculated in its entirety for the person
who was appointed in the first instance.
Once 8 years have expired since the end
of the previous term, the limit is once
again calculated for a period of 12 years.
In addition, members of the General
Assembly, of the Board of Directors and
the Steering Committee may not be
linked to ”la Caixa” or to companies in
which ”la Caixa” holds over 25% due
to work, services, supplies or paid work
contracts during the period in which
they hold said office and in the two
1. Introduction
years following their cessation, except
in the case of labour relations when
the position is held in representation of
employees.
Moreover, concession of credits,
endorsements and guarantees to
members of the Board of Directors, the
Steering Committee, to the CEO and his
or her spouses, ascendants, descendents
and collateral relatives up to the second
degree, and also to companies for
which these persons own a majority
investment, either jointly or individually,
or even for those companies in which
they hold executive posts, must be
approved by the Board of Directors and
expressly authorised by the Ministry of
Economy and Finance of the Generalitat.
This regime is also applicable to
operations by the aforementioned
individuals or legal entities or issued by
the latter for the purposes of disposing
of assets, property rights or values they
own to the Institution. Operations by
individuals to a value not exceeding a
total of EUR 132,193 and those not
exceeding EUR 330,494 in the case
of legal entities are generally given
approval. However, operations with
legal entities in which the executive acts
on behalf of the Institution and has no
personal or family financial interest,
either directly or through a nominee, do
not require authorisation.
From another standpoint, as an
Institution that issues securities, Caja
de Ahorros y Pensiones de Barcelona is
bound by the Standard Internal Rules
of Conduct on the Securities Market,
approved by the Spanish Confederation
of Savings Banks, which it adhered to
by a resolution of the Board of Directors
dated 19th July 2007. These regulations
govern various areas such as compliance
with current legislation, abuse of the
market, relevant information, general
rules of conduct, acting on behalf of
third parties and on behalf of oneself,
operations on behalf of directors or
employees of another institution,
information of conflicts of interest,
obligations of issuers, information
barriers and the supervisory body in
charge of monitoring and ensuring
compliance with the Regulations.
Therefore, the current Regulations
have been adapted to the latest
changes with respect to Spanish
Financial Market Law which, in
turn, has been implemented and
completed by a set of Circulars
approved by the Institution which
relate to a series of specific issues
such as the control structure and
compliance, scope of application
and operations for persons bound,
separate areas and information
barriers, abuse of the market,
communication of suspicious
operations and the policy on conflict
of interests.
18
Other Corporate Governance
measures
Having set forth above the legal regime
applicable to the governing bodies
of Caja de Ahorros y Pensiones de
Barcelona, there follows a description
of certain measures adopted by the
Institution concerning Corporate
Governance:
1) In order to address one of the
accusations traditionally made against
savings banks, namely that they are
subject to excessive political influence,
Caja de Ahorros y Pensiones de
Barcelona chose a system for the
election of members of the General
Assembly to represent deposit holders
based on delegates drawn by lots and
elected from among the members in
each electoral district. A direct electoral
system could distort representation of
these interests as there are very few
1. Introduction
organisations the size of ”la Caixa”,
besides political parties, capable
of organising candidatures and
a genuine electoral campaign
throughout the territory where they
operate. The mediator system and
the election of mediators in each
district seeks to prevent the election
of representatives for the depositors
being affected by politics and from
exerting an excessive influence on
”la Caixa”.
2) With regard to the duties the law
attributes to the Audit Committee
(the delegate body of the Board
of Directors) in the sphere of
corporations, pursuant to the Bylaws
of the Caja de Ahorros y Pensiones
de Barcelona, it has been decided
that they should be taken on by the
Steering Committee. The reason for
this is that this committee is a body
that is not in any way related to the
Board of Directors, thereby enabling
it to fulfil recommendations for good
governance with greater strictness.
3) The Institution has chosen to
establish the maximum age for its
Board members as well as Steering
Committee members at 78, although
the member in question may
continue to hold the position until
the first Annual General Assembly
following the person reaching the
age of 78. In addition, in order to
avoid short-term appointments,
members must be under 75 years of
age at the time of appointment.
4) The bylaws of Caja de Ahorros y
Pensiones de Barcelona also stipulate
that persons belonging to the Board
of Directors or Steering Committee
of another savings bank or financial
or credit institution are incompatible
and may not take a seat on the
Institution’s Board of Directors.
Public or private entities and local
government corporations represented
on the Board of Directors or Steering
Committee of another savings bank may
not have the same representatives on the
Steering Committee of Caja de Ahorros y
Pensiones de Barcelona.
Finally, in accordance with
recommendations made by corporate
governing bodies, faced with the
flotation of its subsidiary, Criteria
CaixaCorp, S.A., on September
19th 2007 ”la Caixa” subscribed to
an Internal Relations Protocol. The aim
of this Protocol is to regulate relations
between ”la Caixa” and Criteria
CaixaCorp, S.A., and their respective
groups, with the intention of defining
the required methods to assure optimal
level of coordination and which will
benefit and be an advantage to the
entire ”la Caixa” Group (of which Criteria
CaixaCorp, S.A. is a part), as well as the
floated company itself, while assuring
the due respect and protection of all
shareholders of Criteria CaixaCorp, S.A.
within a framework of transparency.
However, the main objective of the
Protocol is to achieve a balance in the
operating relationship that will allow
a reduction in the appearance and
regulation of conflicts of interest, as well
as responding to demands of the market
and the various regulating bodies.
In accordance with these objectives, the
Protocol regulates the following areas:
principles and objectives, the main areas
of activity of Criteria CaixaCorp Group,
Intra-group transactions and services, the
flow of information and the follow up of
the Protocol. You may consult the Protocol
by visiting the website of the CNMV
(www.cnmv.es) or the website of Criteria
CaixaCorp, S.A. (www.criteriacaixacorp.es).
19
Social impact from the operations at
”la Caixa”, objectives achieved in 2007
2
The management model used by
”la Caixa” integrates corporate
responsibility. As a result, the organisation
defines objectives to be achieved, which
are detailed below.
Prioritary components in our financial activity
Objectives achieved in 2007
Financial inclusion for those with
limited resources
• Creation of MicroBank, the Community Bank of ”la Caixa” focused on providing
microcredit aimed at fostering personal, family or self-employment projects.
• Increase of 32% in the number of remittances made by new residents, reaching a
steady rate of over 117,000 operations every month.
Answers to ever-changing needs of each
generation, and its enterprising pioneers
• Affordable Housing Programme (Vivienda Asequible): construction of 3,000 properties
for the young and elderly. In 2007, 1,084 homes were handed over, thus completing
the 1st phase of the project.
• Direct financing for 56 new projects and co-financing of a further 32 with an overall
investment of EUR 17.9 million.
• Creation of the Premio Emprendedor XXI, in collaboration with the Ministry of Industry.
Financial products which contribute
to a more sustainable world
• Launch of the Depósito Estrella Solidario, an innovative long-term savings deposit
that enables customers to finance any one of the four NGO projects by allocating the
interest from the deposit.
• EUR 4 million donated over the past 10 years through Puntos Estrella to more than
30 non-profit organisations devoted to activities of a welfare nature.
• Addition to the Puntos Estrella Catalogue of welfare products created by groups at
risk of social exclusion.
and products
• Extension of the network to every community where its presence can make a positive
impact. In 2007, an additional 98 branches were opened in small rural communities
providing a service for more than 246,000 people.
• New branches opened in Poland and Romania.
• AA rating for the La Caixa and Obra Social websites, in accordance with the Web
Accessibility Initiative (WAI) standards.
Sustainable Financing
• Adoption of the Equator Principles.
21
Tailored banking for customers
Quality
• Improved response time to customer complaints (by letter and phone) from 4.2 days
to 3.9.
• Decrease in the overall ratio of customer complaints to the Customer Care Line for
every 100,000 customers from 20.5 in 2006 to 19.9 in 2007.
• Creation of a training programme for employees with the specific goal to achieve
maximum customer satisfaction (COR: Calidad Orientada a Resultados).
Innovation
• Launch of new products and services for customers of ”la Caixa”: Implementation
of Financial Terminal TF7, installation of IP Telephony in the entire branch network,
E-billing for companies, new functions “My Regular Operations” and “Menu
CaixaFácil” in the finance terminals, the beginning of introduction of the Cajero
Punto Amarillo, Contactless project for payment by credit card, new savings product
Ahorra el Cambio to promote thrift and savings.
Security
• Improved security for both customers and employees. Once again, this year
”la Caixa” registers the lowest number of robberies for any financial institution in the
entire sector, with a ratio that fell from 1.4% in 2006 to 1.3% in 2007.
• In 2007, ”la Caixa” had a team of 25 people collaborating in the tasks to prevent
money laundering.
• Since 2007, all employees of the Institutions branch network can avail of an online
course on prevention of money laundering. In 2007, 2,294 employees participated in
the course.
22
Commitment to our environment
A benefit to the community
The relationship with our suppliers
• Investment of EUR 400 million in the community through Obra Social.
• Leaders in job creation. Over 1,000 new employees joined the Group in 2007.
• Joined the European Alliance for Corporate Social Responsibility, an initiative by the
European Commission.
• Beginning of the supplier satisfaction survey, the result of which was published in the
final quarter of 2007.
• Addition of a clause in all new contracts regarding suppliers’ obligation to be in full
compliance with the United Nations Global Compact.
• The awarding of over 40% of contracts through public tender in an effort to improve
transparency.
An excellent place to work
Recognition of diversity
• Signing of the Equality and Reconciliation Protocol with trade unions.
Professional excellence
• Promotion of the financial advisors programme with 939 new members.
• Development of managerial responsibilities and skills through the introduction of the
FOCUS and GPS programmes for Business Division and Operations Management at
Head Office.
23
Principal social benefits of our financial activity
3.1 Financial Inclusion for People with Limited Resources
3.2 Answers to ever-changing Needs of each Generation,
and its Enterprising Pioneers
3.3 Financial Products that Contribute to a more Sustainable World
3.5 Sustainable Finance
3
Answers to ever-changing
needs of each generation,
and its enterprising
pioneers:
Affordable housing;
Entrepreneures.
Financial inclusion
for those with
limited resources:
MicroBank; Economic
and social integration for
new residents; Basic range
of products; Monte
de Piedad.
Accesibility to
financial services:
Nationwide presence of
”la Caixa”; New branch
model; Elimination of
barriers for the disabled
in the entire Institution’s
network of branches
and channels.
PRINCIPAL SOCIAL BENEFITS
OF OUR FINANCIAL
ACTIVITY
Sustainable Financing:
Application of the Equator
Principles; Finance for
renewable energy
projects.
Financial products to
contribute to a more
sustainable world:
Socially responsible Investment
funds; Depósito Estrella Solidario;
Waiving of all service charges
for non-profit organisations;
Donations through the
Puntos Estrella; etc.
Area
Commitments 2008-2010
Financial inclusion for those with
limited resources
• To make MicroBank the benchmark in European community banking.
• To gradually introduce a post in the entire ”la Caixa” branch network aimed solely at
attending to the needs of customers of MicroBank.
• To launch new products from MicroBank.
Providing solutions for
ever-changing needs
• Affordable Housing Programme: finalize Phase II and III of the programme with the
building of 3,000 homes.
• Opening of 600 new branches (150 in communities where banking network
does not exist).
• Every branch will be provided with 1 completely accessible ATM.
• 100% of the branches will be accessible.
Sustainable Financing
• Environmental risk analysis of credit portfolio.
25
3.1 Financial inclusion for those with Limited Resources
The Institution extends this commitment
to its own area of operations: the financial
world. From this perspective, it promotes
the inclusion of those groups who are at a
greater disadvantage within the financial
system, providing them with a range of
financial products and services to enable
them to improve their economic and social
situation.
Parallel to this, ”la Caixa” has developed
an extensive social and cultural programme
through Obra Social. This includes social,
educational, and cultural activities, which
go towards assisting in these people’s
progress and eventually their wellbeing.
This sensitivity toward community welfare
issues is also reflected in ”la Caixa”’s
Strategic Plan. The Institution bases its
actions on two principles: on the one hand,
anticipation in order to carry the shortfall,
and on the other hand, flexibility to adapt
the institution’s initiatives to constantly
evolving demands of an ever-changing
society.
”la Caixa” promotes the inclusion
of those groups who are at a greater
disadvantage in the financial system
by the provision of specific products
MicroBank, the Community
Bank of ”la Caixa”
Ever since its inception, ”la Caixa” has
aimed to make a real commitment
to a broad base of people, devoting
special attention to those who lack the
necessary economic resources. This too
is the starting point for MicroBank, the
community bank of ”la Caixa”. This
initiative aims to promote and support
individual, family and self-employment
projects, and is well on its way to
becoming a benchmark in European
community banking.
The mission of MicroBank is to provide
the necessary support for generating
self-employment and personal
development, and to this end it channels
support through conceding social
microcredit, financial microcredit, and
family assistance.
At the end of 2007, MicroBank already
had a customer base of 4,267.
The main activity of MicroBank is the
concession of social and financial
microcredit. Social microcredit is aimed
at disadvantaged groups who suffer
social and/or financial exclusion, or those
who require guided training in matters
of start-up and development of their
business project. These people can avail
of a personal loan of a maximum of EUR
15,000.
MicroBank provides this assistance
through social institutions, and since its
beginnings three years ago,
”la Caixa” and MicroBank have conceded
2,624 social microcredit loans for an
26
amount of EUR 36.4 million. At the end
of 2007, 539 social microcredits were
conceded for a total amount of EUR 7.1
million, channelled through 281 social
institutions.
In order to consolidate the role played
by these institutions in concession of
microcredit, ”la Caixa” has developed
a training programme, which includes
quarterly workshops. Furthermore, a
virtual area has been created with two
basic objectives in mind: to provide social
and technical training for the individuals
involved in these institutions, and to
establish a space where experience
is shared and common projects are
promoted.
Also, collaboration with the Obra Social
Incorpora Programme has been implanted
with synergies in job creation and support
for integration in the workplace.
In addition to social credits, there are
also the financial credits. This modality
has been designed for those, while
demonstrating repayment capability;
do not have the required resources, as
annual income is below EUR 18,000.
For this group, the loan - also with a
personal guarantee – can be as much as
EUR 25,000. In these cases the loan is
processed through the relevant branches
of ”la Caixa”. Throughout 2007, a total
number of 1,783 financial microcredits
have been processed for an overall
amount of EUR 21.7 million.
The two global microcredit lines –social
and financial– are adapted to the needs
of several social groups, stimulating
productive activity and enabling the
creation of jobs.
MicroBank assistance is also designed to
help with basic household requirements.
These are designed to tackle strictly
domestic requirements, such as home
improvements, moving house, financing
the purchase of furniture and fittings,
refurbishment, contracting basic
amenities, etc.
With MicroBank, support for
self-employment becomes an excellent
platform for personal and professional
development
Another type of family assistance the
MicroBank plan is designed to meet is
that of regrouping family members of
new residents. In this situation, finance
is provided to cover any extraordinary
expenses resulting from the process of
regrouping family members, such as
travel expenses, transportation costs, or
to cover expenses resulting from various
bureaucratic procedures.
This same assistance is also available to
help with family projects such as the
purchase of housing in the country of
origin. In this case, ”la Caixa” backs
the future projects of those from other
countries, who as often is the case,
require a loan to purchase property in
their native countries.
In 2007, 777 microcredit loans aimed at
family assistance were granted for a total
amount of EUR 4.9 million.
First Microcredit
Chair in Spain
Along these same lines of support
for microcredits, in 2007, ”la Caixa”,
together with the Universitat Jaume
I in Valencia, set up the very first
microcredit Chair in Spain, with
the support of Valencian University
Committee on International Relations
and Cooperation (Cuvric). The Chair
is focused on three main axes of
operations: training and research
into the causes of financial exclusion
and the channels to find a solution,
sensitizing the university community
and society in general, and providing
expert advice for disadvantaged
groups about the steps that can be
taken to overcome their exclusion,
viability and possible channels of
financing.
An award has been created within
the framework of this Chair, the
Premio ”la Caixa” de Iniciación a la
Investigación sobre Microcréditos.
(”la Caixa” Award for Initiation into
Microcredit Research).
27
ACTIVITY
OBJECTIVE PUBLIC
STRATEGY
DEPENDANT /
INDEPENDANT
SELF-EMPLOYED
Incomes < 18,000
MODEST INCOMES
FAMILY ECONOMY
BUSINESS
SELF-EMPLOYED
YOUNG PERSONS
GROUPS
3rd SECTOR COMPANIES
LABOUR INSERTION COMPANIES
IMMIGRANTS
DEPENDANT SELF-EMPLOYED
THE ELDERLY
FAMILY
NON-PROFIT COMPANY
AGRICULTURAL SECTOR
MicroBank: a project as ambitious as it is versatile
The creation of a social bank like MicroBank is indeed
an ambitious initiative with considerable complexity.
The reward in this case is the satisfaction of knowing
that thousands of people with limited resources are
provided with access to the finance they need to make
their projects a reality. Employees at ”la Caixa” get
the chance to see this on a daily basis in the branches;
aware that they are part of the structure that has
made this possible.
personal projects. The statistics show its extremely
versatile nature, given the diversity of customer
profile, a direct consequence of the universal
nature the bank adopted as its operational starting
point.
With regard to financial microcredit, 40% of
customers are new residents. The average customer
age is 36, although the age range of customers
varies. However, new residents only accounted for
29% of all social microcredit, with an average age
of 39.
The global nature of MicroBank loans make them
a useful finance tool for family projects as much as
28
From Nepal to Barcelona with MicroBank
It has been six years since Tfering Dorje Gurung decided
to embark on a business adventure: He opened a shop in
Barcelona selling products from his native Nepal, everything
from Buddhist articles to statues and clothing. After seeing
that business was going well, he decided to open a second
shop, but this time he decided to avail of the services offered
by MicroBank. While chatting with a trusted staff member at
his local branch, he was made aware of the existence of this
type of loan. He did not need to give it a second thought.
“Maybe I would have been able to do it on my own, but it
would have made things really tough, and with the loan I can
breathe much easier”, says Tfering.
Thanks to this second shop, this entrepreneur has been able to
provide employment for his wife and another individual, and
he is currently considering other new business options. “I’d like
to open more shops, a restaurant serving Nepalese food, and
maybe, if it were possible, set up a factory in my native country
to make my own products”, he explained.
Economic and Social Integration
for New Residents
”la Caixa” is a pioneer in Europe in
establishing a programme for new
residents aimed at providing global
solutions to their financial and social
requirements.
Apart from MicroBank, another clear
example of this initiative is the increase
in the number of remittances to foreign
countries, fruit of our active policy to
lower commission rates for new residents.
Over the past year, the Institution has
handled a total of 117,000 remittances
per month from new residents. So much
in fact that these operations now account
for 51% of overall international transfers
carried out by the institution. Throughout
2007, remittances have increased 27%.
Ecuador, Bolivia and Peru, with over 57%
of the overall total volume, are the main
destinations of transfers by customers
through ”la Caixa”.
The Institution is well aware that sending
remittances to foreign countries is a key
element for the economic growth of
these countries. As well as the knock-on
effect of new banking networks being
established in these countries, this factor
also favours the banking and financial
culture in the destination countries of
these remittances, thereby becoming an
incentive to opening bank accounts in the
native countries.
Thanks to CaixaGiros, new resident
customers at ”la Caixa”, have greatly
benefited from reduced commissions
involved in processing remittances to
countries such as Ecuador, Colombia,
Peru, Bolivia, Cuba, The Dominican
Republic, Argentina, Brazil, Morocco,
Senegal, Romania, Bulgaria, Ukraine, The
Philippines, and more recently Pakistan
and Paraguay. Currently, he Institution
is working to continue increasing the
29
list with the addition of new countries
or new distribution banks in order to
increase capillary action.
The most recent development in 2007
is that New Resident customers of
”la Caixa” who have their salary paid
through the bank can now enjoy 100%
commission free remittances through
CaixaGiros. 0 euro indefinitely, whenever
the transfers are processed through the
self-service channels: ATMs, Línea Abierta
or SMS.
Apart from remittances, we should
also highlight here the programme
“Como en Casa” (Just Like Home), a
set of actions and resources tailored for
new residents with the basic objective
of directly approaching this particular
group and to create permanent bonds.
In order to achieve these objectives
”la Caixa” has developed several
initiatives designed specifically for
this group, such as collaboration with
new resident’s associations, organising
meetings, sponsorship, merchandising,
as well as courses in banking (training
in banking products and services).
There were a total of 97 activities of
this kind in which 747,792 people
participated.
In addition, the introduction of a new
product with certain special conditions
Libreta Proyecto Estrella, which is
designed to motivate new residents to
save, so that they will be able to have
access to loan opportunities in the
future.
”la Caixa”, supports
earthquake victims
in Peru
Supporting those suffering
the consequences of the tragic
earthquake that struck Peru
last summer, ”la Caixa” decided
to waive commissions on all
remittances from Spain destined
for the Latin-American country.
This measure included all
transfers carried out regardless
of the regular channels used:
branches, ATMs, mobile phone
and Internet.
During the past year, ”la Caixa” has
consolidated over 117,000 remittances
each month from new residents
Principal destinations of remittences in 2007
469,838
178,374
167,364
120,902
Ecuador
Bolivia
Peru
China
86,768
Morocco
Num. of remittences
30
80,116
Colombia
38,902
31,500
Poland
Romania
with three specific needs: purchases
of essential products (supermarkets,
chemists, etc.), assistance for nursery
school payments and families with an
elderly relative in their care.
Monte de Piedad
With a long-standing tradition,
which for ”la Caixa”, dates back
to the middle of 18th century, the
credit formula facilitated by ‘Monte
de Piedad’ appears as a valid and
current alternative. It is a method of
fast credit, which enables cover for
temporary cash-flow problems or
to overcome difficult situations like
unemployment. Loans are granted for
a one-year period under guarantee of
valuables entrusted in exchange.
In general, loans are returned
promptly by customers, however,
in case of default on payment,
”la Caixa” grants a prudent late
repayment period, and if the situation
persists, the process is concluded
with the sale, by public auction, of
the valuables entrusted as surety, in
a fully transparent and professional
manner in order to cover the debt and
generate income at the same time.
Basic Range of Products for
Financial Integration
”la Caixa” continues to stimulate
integration of social groups at risk
of exclusion from the financial system
through financial products such
as “Libreta Básica” and the
“Tarjeta Básica”.
The Libreta Básica facilitates access to
basic banking services for those going
through a period of economic difficulty,
such as those earning a salary below
minimum wage. Thanks to this account,
these people can administer direct
debits for basic services (electricity,
water, gas, etc.) without having to
pay commission or any other operating
costs.
The Tarjeta Básica, which also enjoys
similar cost-free conditions, is a debit
card with no associated charges that
provides the comfort of easy payment
and availability of cash of this financial
product.
In 2007, the number of customers who
availed of the Libreta Básica increased
by over 6,300, rising from 14,284 to
20,639, an increase of 44%.
Along similar lines, three banking cards
were designed by ”la Caixa” for the
Government of the Balearic Islands
(Gobierno Balear), in this case aimed at
providing financial assistance to cope
31
In 2007, the loans active portfolio
amounted to over EUR 20.5 million,
with an overall number of 13,026
current and valid loans. The average
amount loaned was EUR 1,806, with
an average life of 807 days. It should
be highlighted here that 43% of all
loans are repaid in under a year.
On the other hand, the percentage
of operations granted to new
residents in 2007 was 12.28%,
accounting for 8.91% of the total
portfolio. The largest group among
new residents is of Hispanic origin
(61%), undoubtedly as a result of
the Spanish tradition of Montes de
Piedad.
3.2 Providing Solutions to the ever changing needs of the different
generations and enterprising pioneers
For ”la Caixa”, providing solutions to
the needs of different generations of
customers and businesses is an extremely
high priority. Whether young or not so
young, ”la Caixa” takes the needs of
these groups into careful consideration
when designing new initiatives or
products.
Affordable Housing
The difficulty involved in acquiring your
first home has now become one of the
most serious problems facing our society
today, and this especially affects those
in the 30 to 35 or under age bracket,
as well as those over 65. In order to
contribute to the solution of this deficit,
”la Caixa” began the Affordable Housing
project, which includes the development
of 3,000 homes to be marketed as rental
properties.
By the end of 2007, ”la Caixa” had
already assigned 1,084 homes, of which
826 were located in Catalonia and
258 in Madrid, as well as a further 933
properties in the construction phase
or awaiting permits. Furthermore,
we are currently in the final stages of
negotiations with several town and city
councils, the majority of whom have
already signed agreements, to acquire
lands for the building of a further 1,000
properties, until reaching a total of 3,000.
”la Caixa” has allocated and invested a
total of EUR 190 million over the period
2004 – 2007.
The houses under this project have an
approximate surface area of between 40
and 50 square metres, built following
strict guidelines in order to minimize
environmental impact. Furthermore,
to guarantee maximum transparency
in the adjudication of these special
category priced properties, there is a
draw in the presence of a public notary,
open to anyone under the age of 35 or
over the age of 65, with limited income
and registered in the same area as the
development. The rental contract is for
five years in the case of under 35 year
olds, while the contract for over 65s will
be renewable.
How do I apply for
affordable housing?
In order to apply for affordable
rental housing there are certain
conditions that must be met
regarding age, place of residence,
or income. In this way, ”la Caixa”
is assured of compliance with the
principles of fairness that were the
inspiration for the initiative in the
first place.
Applicants, who must be over 18,
should also be under 35 or over 65.
Their minimum household income
must be such that the annual rent
of the property cannot account
for 30% of this income, while the
maximum annual income cannot
exceed 4.5 times the current
IPREM, and neither the applicant,
nor any other family member can
be a property owner. Moreover,
applicants cannot form part of a
family unit with more than two
members.
Investment by ”la Caixa” in rental
property will amount to EUR 413
million, enabling the building of
3,000 properties
32
Enterprising individuals
Loyal to its enterprising spirit and the
undertaking of a commitment to society,
”la Caixa” channels support for business
projects. One of these initiatives is the
Programa Emprendedor XXI, a set of
initiatives designed to transform the ideas
of talented young business people into
reality.
The programme is structured around
three central ideas and focus points:
raising awareness, training, and innovative
financial instruments.
The aim of raising awareness is to foster
a culture of entrepreneurialism within
our society. This is achieved by providing
relevant information through seminars,
like the case of the Día del Emprendedor
(Entrepreneur’s Day) underway in 13
autonomous regions, together with several
other initiatives, like the setting up of the
website www.emprendedorxxi.es. This site
is a tool designed for new businesses and
people with a project in mind. It presents
some principal guidelines regarding
innovation, internationalization, and
even detailed information explaining the
procedures required when starting up a
business. In addition to this website,
”la Caixa” regularly carries out studies and
publishes information to highlight progress
and innovation in this field.
Yet another of the actions in 2007, and
worthy of a mention, was the award
Premio Emprendedor XXI, in collaboration
with the Spanish Ministry of Industry.
The first phase of this prize, presented in
recognition and promotion of outstanding
business achievement, was developed
in autonomous regions in Spain and the
second phase was a national final. This
year’s winner was the Granada based SME,
Intergromics.
With regard to the pivotal role of training,
its importance is undisputed when the
objective is to provide incentives for
business initiative in the university setting,
business schools, and in general, in
the educational world. In practice, this
translates to collaborations to conduct
seminars about entrepreneurship or
innovation, as well as in actions focused on
improving training of lecturers and experts
in setting up businesses. Furthermore,
”la Caixa” provides educational centres
with personalized telematic tools to assist
in the academic process.
Finally, in the third area of innovative
financial instruments, ”la Caixa”
cooperates in the creation of regional
‘business angels’ networks and invests in
innovative projects at start-up stage by way
of the standard vehicles for venture capital:
‘seed’ and ‘growth’.
As part of the Programa Emprendedor XXI,
in 2007 there have been 32 activities
sponsored in the area of entrepreneurship
and innovation, both with individual units
and business schools. Moreover, specific
innovative business creation programs
have been implemented in several
different sectors: Life Sciences, Energy and
Environment, and CIT/Internet. Over 50
companies have been involved in these
programmes.
33
Through the Group’s venture capital
administration, Caixa Capital Risc,
”la Caixa” has set up two venture
capital companies with very significant
names: Caixa Capital Semilla (with funds
amounting to EUR 15 million committed
by ”la Caixa”) and Caixa Capital Pyme
Innovación with funds of EUR 31 million,
25 million of which is provided by
”la Caixa”, with the remaining amount
in equal parts by Empresa Nacional de
Innovación and the Institut Cátala de
Finances, both with the objective of
financing innovative companies at
the seed capital stage.
By 2007, both these companies had
directly financed 56 innovative business
projects, of which 32 were in co-financing
arrangements with other institutions. The
total amount invested in these projects by
”la Caixa” amounted to EUR 17.9 million,
and somewhere in the region of 400 new
jobs have been created.
Overall investment commitment
by ”la Caixa” for financing innovative
business ideas increased, at the
time of writing EUR 17.9 million,
generating somewhere in the
region of 400 new jobs
Most relevant indicators
Project portfolio
Number of projects financed
56*
Total amount of finance from ”la Caixa”
EUR 17.9 million
Total amount of finance to projects
EUR 40 million
Nº of projects co-financed with other institutions
32
Employment generated
In the region of 400 jobs
Sectoral distribution
64% CIT
Geographic distribution by regions
60% Catalonia / 40% other Autonomous regions
* There are three projects that have been approved by the Investments Committee and are pending completion.
Emprendedor XXI Award
The Emprendedor XXI programme reached its highpoint
with the presentation of the award for the most innovative
company. This year’s prize was won by the SME from
Granada, Integromics, at the awards ceremony held in
Madrid.
In addition, the prizewinners were given
personalized expert consultancy in corporate
communication and the winning business ideas
were included in a book which will detail all
the successful companies that competed for the
award.
Integromics competed against another 230 projects,
mostly from the service, technological, media, and
telecommunications sectors. First of all, companies were
selected through a regional selection process, and therefore,
on the night there was a winner from each autonomous
region. The winners received a services package valued
at 20,000 Euros. Each winner also received the additional
prize of a trip to the University of Cambridge, where they
attended the renowned Ignite Fast Tracking Innovation
course. This course is complemented by a trip to China
to discover business opportunities and to establish
collaborations with companies and institutions in China.
34
The national winner received an award valued
at 35,000 Euros, together with advice from an
internationally renowned mentor who will guide
the winning company through the development
and growth process.
The Emprendedor XXI Award has become one of
the most prestigious symbols of recognition that a
company in the process of expansion can achieve.
The panel of judges is selected from a committee
of renowned business and academic experts.
3.3 Financial Products to Contribute to a more Sustainable World
As a demonstration of the spirit of our
commitment to people, ”la Caixa”
promotes cooperation actions with
non-governmental organisations
and provides customers with readily
available access to simple and easy
options for collaborating with these
causes.
Socially Responsible Investment
(Socially Responsible Investment
Funds)
Furthering responsible investment
committed to society is one of the
challenges ”la Caixa” has taken on
board. With this in mind, several
investment products have been designed,
such as Foncaixa Cooperación or
Foncaixa 133 Socialmente Responsable,
both of which are managed by Invercaixa
Gestión, the area responsible for fund
management at ”la Caixa”, currently
in the process of merging, and soon
to be known as Foncaixa Cooperación
Socialmente Responsable.
Parallel to this, it offers these social
interest groups the chance to establish
cooperation agreements which benefit
those most in need of resources,
thereby contributing to the building of
a more balanced world.
The stocks chosen by socially responsible
funds of ”la Caixa” all form part of
the companies which constitute the
FTSE4GOOD EUROPE, an index which
selects companies with contrasted
solvency, not only strictly financially
The development of new financial
products is compatible with the
possibility of making a generous
contribution to welfare projects.
Developing certain financial products
has proved to be an excellent way to
support social initiatives.
Fund Name
FONCAIXA Cooperación
FONCAIXA 133 Socialmente Responsable
% over total funds managed
speaking, but also socially. This way, it
is possible to assure that all investment
goes toward companies that stand out
for their sensitive approach to society
in general, the environment, and
definitively, to a development model
based on sustainability in the broadest
sense of the word.
To this effect, the Steering Committee
at ”la Caixa” takes its principal longterm reference from the Responsible
Investment Principles as put forward by
The United Nations. In particular, the
Steering Committee opposes investment
in companies or groups whose carry
out a substantial part or the entirety of
their activities in the arms, tobacco, or
gambling industries, or engage in any
socially perverse activities such as child
labour, human rights or workers rights
violations or who cause irreparable
damage to the environment.
Volume
(millions of Euros)
Total Nº of
participants
2004
2005
2006
2007
2004
2005
2006
2007
6.9
8.2
8.9
6.3
495
480
442
303
na
3.0
6.6
3.3
na
17
378
723
0.1%
0.1%
0.1%
0.1%
0.1%
0.1%
0.2%
0,.3%
35
”la Caixa” Employee Pension Funds
By the close of 2007, ”la Caixa”
employee pension funds has a total of
EUR 112.9 million invested in socially
responsible funds, representing 12.5%
of the equity securities portfolio and
4.73% of overall fund investment.
FonCaixa Cooperación
Internacional, solidarity
in an investment fund
Profitability and risk are not
the only criteria when choosing
investment options. In recent
years, yet another factor has been
added to the equation: the social
responsibility of the fund. Since
1999, ”la Caixa” has included
the FonCaixa Cooperación
Internacional among its offer
of funds, an ethical fund for
solidarity which allocates 0.35% of
its commission to the Foundation
”la Caixa” for emergency lines.
The overall contribution by
”la Caixa” since 2000 amounts to
EUR 1.5 million, of which EUR 1
million comes from the budgets
of the Foundation, EUR 200,000
corresponds to the contribution
from FonCaixa Cooperación
and the remaining EUR 300,000
in private donations made to
the current accounts set up for
different emergencies.
Financial Products for Solidarity
Depósito Solidario
Promotion and investment in social
projects all in one operation is possible with
”la Caixa”. The Depósito Solidario is an
investment formula that offers customers
the chance to collaborate with a range
of social projects of non-governmental
organizations through a fund.
Customers interested in this accounts
can choose from a range of NGO
projects and then decide to donate
anything from 25% to 100% of the
profits from their investment.
This product is designed for customers
with very diverse investor profiles with
the sole condition that they deposit a
minimum of 1,000 Euros in a
12-month period, with the possibility
36
of early cancellation of the product.
Furthermore, as the deposit is partly
a donation, tax breaks are especially
favourable.
Deposito Estrella Solidario
”la Caixa” has strengthened the
range of social products it offers with
the launch in December 2007 of an
innovative term savings deposit which
enables customers to finance the project
of their choice from four options by
allocating the interest earned from
the deposit. Customers can choose
from one of the following four NGOs:
Spanish Red Cross (Cruz Roja), Médicos
Sin Fronteras, Cáritas and Intermón
Oxfam.
With a contribution of between 100
and 120 Euros, you can choose between
providing school materials for a year for
two children in Maputo (Mozambique),
helping 14 families from Tarija (Bolivia)
to set up a poultry breeding farm,
fund a water purifying system so that
3,000 people in Bulawayo (Zimbabwe)
will have access to drinkable water, or
provide 11 sanitation kits for Sudanese
refugees in Darfur (Sudan).
Catalogue of Ecological
and Fair Trade Products and
Donations of Puntos Estrella
to Non-Profit Organisations
Assisting disadvantaged communities
and groups, together with caring for
the environment, are among the social
priorities set forth by ”la Caixa”, and over
the past years the number and scope of
collaborations has increased and been
extended. One of the most successful
of these has been the possibility to
exchange Puntos Estrella for donations to
charitable projects.
The International Cooperation
programme of the ”la Caixa”’s Obra
Social division carries out a follow up of
each organization and their initiatives”,
and present deposit holders with a
regular update detailing the progress
made by their chosen project, and these
institutions send receipts for donations
made for subsequent tax deductible
status of these donations.
In recent years, card-holding
customers have exchanged points
for donations to the value of EUR
4 million to a total of 30 non-profit
organizations
If customers prefer to exchange points
for gifts they can also choose from a
range of fair trade products, the latest
addition to the catalogue in 2007
(thereby encouraging the production of
consumer goods in Third World countries
and with the assurance that each product
has been manufactured under working
conditions respectful of human rights), as
well as social products (made by groups
who suffer from social exclusion).
Fair trade sweets in all
branches of ”la Caixa”
Services of ”la Caixa”
to the Third Sector
Private donations for solidarity to
non-governmental organisations
are something that ”la Caixa” both
shares in and aims to stimulate. Any
financial donation that adds value
to society is perfectly in line with the
Institution’s commitment, and as a
result, it has made the decision to
waive all administrative charges for any
donations to authorized and accredited
accounts.
The Puntos Estrella programme, set up to
reward ”la Caixa” customer loyalty with
gifts, also offers customers the option of
exchanging the points for donations, so
customers voluntarily waive gifts and
”la Caixa”, in turn, automatically
converts them into monetary
contributions for projects chosen by the
customer. In 2007, there were a total of
44 projects to choose from.
Overall, in 2007 there have been
collaborations with 46 organisations
and the total volume of commission
free charges for transfers amounted to
more than EUR 900,000.
In the ten years that ”la Caixa” has
been offering this option, card holding
customers have exchanged points for
donations to the value of EUR 4 million to
a total of 30 non-profit organizations.
37
Since November 2007 ”la Caixa”
has distributed 48 million fair
trade sweets through our
network of branches in an
initiative within the framework
of the International Cooperation
programme of Obra Social, which
celebrates its tenth anniversary
this year. The sugar used to
produce the sweets comes from
the Paraguayan Association
of Organic and Conventional
Sugarcane Producers.
These sweets and the wrappers
are gluten free, making them
suitable for celiacs.
For ”la Caixa”, growth and creating
value go hand in hand and are
inseparable concepts. As a result,
expansion of the institution has
been conducted bearing in mind
people with special needs, bringing
banking services to customers living
outside urban areas, and improving
access to banking services for
disabled people.
Territorial Presence of
”la Caixa” and New Banking
Distribution Model to
reach Small Towns
The presence of ”la Caixa” in Spain
has been growing gradually with
the aim to extend its products and
services to customers. Currently,
the Institution has 5,468 branches
distributed all around Spain, 296 of
which were opened in 2007.
”la Caixa” is the number one
savings bank in Europe and as a
result of the internationalisation
process which began in 2005, it
opened new branches in Poland and
Romania in 2007.
Presence in every
Spanish city
One of the traits that
distinguishes ”la Caixa” from
its competitors is the effort it
makes to reach out to every
point around the country where
its presence could be of use.
Currently, the Institution is
present in 100% of Spanish towns
with a population over 20,000,
and in 91% of those areas with a
population of between 5,000 and
20,000.
This significant presence is also
made evident in smaller towns
and villages; in fact, one in every
two towns with a population
between 3,000 and 5,000
inhabitants has a branch of
”la Caixa”, and also, one in every
four towns with fewer than 3,000
inhabitants.
In order to be closer to its
customers, ”la Caixa” has
developed a model for growth
that extends beyond the large
cities and which aims to reach
those small population centres
around Spain that do not have any
bank branches. On this note, the
Institution operates a flexible growth
process, opening branches on a part
time basis in these small towns and
villages, known as rural expansion
branches. These branches are also
equipped with ATMs enabling
inhabitants to perform operations at
any time.
In 2007, 98 rural expansion
branches were opened providing a
service to a total of 246,000 people.
38
A Fresh Branch Model that gives
Priority to Customers Advice
The urge to provide answers every day to
the requirements of our customers has
motivated ”la Caixa” to develop a branch
model specifically designed to meet this
objective. This is an innovative concept in
branches that grants greater importance
to the space given over to personalized
attention.
To achieve this, each branch is divided
into three areas: the 24 hour area
enhances functionality, security, and
customer privacy; the area assigned
to fast operations concentrates all
commercial activities that take up less
time and are less complex; and finally,
the area dedicated exclusively to personal
service is made up of individual spaces
where the customer can get advice and
information.
”la Caixa” is currently promoting a
new concept in bank branches which
gives priority to the space allocated for
personalised attention to customers
This concept of space is accompanied
by a series of additional improvements,
such as accessibility and visibility of
ATMs – providing increased security for
our customers – or the introduction of
flat screens to communicate and offer
information to customers about product
campaigns or the programs of Obra Social.
In 2007, of the 296 new branches opened,
191 have adopted the new model.
In 2007, ”la Caixa” opened 296 new
branches in Spain and 2 abroad. Of
these 298 branches, 191 have adopted
the new model, 98 are rural expansion
branches in small towns and the
remaining 7 are another concept
Eliminating Physical and
Sensorial Barriers in all
Branches and Channels of
”la Caixa” for People with
Special Needs
”la Caixa” continues to uphold its firm
commitment to eliminating all physical
and sensorial barriers of all classes
that might represent an obstacle for
those with special needs. This effort is
coordinated from General Services and
Head Office, a company belonging to the
”la Caixa” Group, and which translates
to the adaptation of branches, ATMs and
our online services.
Branch adaptation and accessibility
”la Caixa” strives to achieve its objective
of ‘zero elevation’, in other words,
eliminating height difference between
footpaths and the entrance to the bank
branches. When this is not possible, low
gradient ramps are installed or even lift
platforms if required. All of this in an
effort to grant universal access to the
branches.
Furthermore, ”la Caixa” is preparing
more than 2,000 dispensers to improve
operational capacity of the visually
impaired. All of these will include an
audio system designed especially for the
blind or visually impaired. In 2008, the
installation of 100% accessible ATMs will
begin in accordance with the Proposal
for Normalisation of Accessibility of
the Barcelona Digital Foundation. The
objective here is that by 2010, there will
be at least one ATM terminal completely
adapted to this standard in every branch
of the Institution.
All new branches incorporate this idea of
‘zero elevation’ as indispensable design
criteria in functional architecture. At
the same time, ”la Caixa” constantly
addresses accessibility problems in
existing branches, given that its aim is to
make 100% of the branches accessible.
Currently, 4,076 already are, accounting
for 75% of the total number of branches.
Another innovation introduced by
”la Caixa” in ATMs is the operational
CaixaFácil, a simplification process that
allows customers to personalise their
most frequent operations using ATMs.
This service is programmed from each
”la Caixa” branch, and the advantage
is that it makes it much easier for our
elderly customers to use ATMs.
Apart from architectural accessibility,
the Institution is conscious of several
other basic issues affecting the day-today operational capacity for people with
physical limitations. One example of this
is the effort made to foster the concept
of Totally Personalized Attention, which
offers customers an area which favours
direct contact, with both the furniture
and the workstation designed to facilitate
a more personalized contact with
customers.
Parallel to this, and bearing in mind the
opening of new branches of ”la Caixa”
in Romania and Poland, there are now 15
different languages to choose from on all
the ATMs of the Institution.
Accessibility to ATMs
With regard to ATMs, all 8,011 ”la Caixa”
terminals have been adapted to cater
for the needs of the visually impaired.
All ATMs have Braille labelled keyboards
and are equipped with a system that
enlarges the size of the characters used
in the information screens, thereby giving
the visually impaired easier access to the
most common operations: withdrawals,
updating bank books, statement
requests, lodgements, etc.
39
”la Caixa” is preparing more than
2,000 dispensers to improve
operational capacity of the
visually impaired
Accessibility to Internet
”la Caixa”, pioneer in Spain in accessible
on-line banking, continues to enhance
the range of accessibility functions in all
areas of service. Already in 2006 it was
awarded the ‘A’ rating in accordance with
the international accessibility standards
of the Web Accessibility Initiative (WAI).
Now also it has adapted the ”la Caixa”
website and the 200 pages within to the
standards for compliance with the ‘AA’
rating. This adaptation was also carried
out for the Obra Social website.
with the established criteria. Once the
successive filters have been passed and
any problems have been dealt with,
it is distributed among programming
suppliers.
All services available on the Línea Abierta
website are now available in English,
French, German, Italian, Portuguese,
Basque, Galician, Catalan, and
Spanish.
Therefore, the visually impaired using
JAWS software –the most common
used– can navigate the website menu
easily the same as any other Internet user.
”la Caixa” was able to do this as a result
of close collaboration with the Spanish
Foundation for the Blind, ONCE.
The screen migration from Línea Abierta
has also been included in the new
‘Style guide’, in compliance with WAI
standards. Every new proposed module
or design must first pass internal code
validation, then overcome a further
validation filter to ensure compliance
The INREDIS Project: a commitment to universal integration
One of the accessibility related initiatives ”la Caixa”
is involved in is the INREDIS Project (acronym for
INterfaces for RElations and people with DISabilities).
The Project will develop basic technologies for
communication and interaction between people with
special needs and their technological environment.
The project consists of nine operational packages,
five of which have the participation of ”la Caixa”,
and which are: detecting the technological
use requirements among groups with special
needs; analysis of technological environment, its
development and impact; interoperability in mobile
communications; inclusion of users with disability
in the information society, and finally the normalisation
package.
The INREDIS Project is managed by a business consortium led
by Technosite, the technology company belonging to ONCE.
Apart from ”la Caixa”, there are many other companies and
public research bodies involved, as well as technological
research centres linked to universities, among others.
The overall budget for the Project is EUR 24.1 million
between 2007 and 2010 as well as a EUR 10.4 million subsidy
from the CENIT Programme (Spanish Ministry of Industry).
”la Caixa” has allocated EUR 2.3 million, of which one million
is subsidised.
40
3.5 Sustainable Financing
Application of the
Equator Principles
This year, ”La Caixa” has adopted the
guidelines set forth in the Equator
Principles. With the adoption if these
principles, ”la Caixa” is making a
commitment that all project finance
provided by the Institution of costs
exceeding USD 10 million –in any sector
and anywhere in the world– include
a positive social and environmental
evaluation in accordance with
performance standards established by the
International Finance Corporation (IFC).
Within the policy framework of support
for foreign trade operations, ”la Caixa”
has also signed an agreement with the
IFC to cover political and commercial
risk resulting from import-export
operations in emerging markets. With
this agreement, ”la Caixa” now acts
as a Confirming Bank within the IFC’s
Global Trade Finance Programme, and
can therefore benefit from the World
Bank guarantees of payment. At the
time of publishing 94 banks had become
Confirming Banks of the IFC.
The Equator Principles came about in
2003 fruit of the work of ten Banks and
currently 45 financial institutions have
voluntarily adopted the principles.
By voluntarily adopting the Equator
Principles, ”la Caixa” reasserts its
commitment to good corporate
government, which is based
on responsible and transparent
management
The fact that institutions from all around
the world adopt these principles means
that it is making it possible to create a
standard for social and environmental
criteria required for projects seeking
financing, to such an extent that in
the OECD zone, compliance with
environmental law now includes
compliance with these principles.
In accordance with the Equator
Principles, ”la Caixa” has participated
in 28 category C projects with an
overall investment of EUR 4,649,75
million, of which it has allocated EUR
925.31 million. 24 of these projects
correspond to Spain and 4 to Europe.
Financing Renewable
Energy Projects
One of ”la Caixa”s most solid
commitments is closely tied in with
the concept of sustainability. Respect
for the environment is not only
demonstrated by the day-to-day
operations in each and every one of
its branches, but also, the Institution
is actively involved with directly
financing projects for sustainable
development.
Along these lines, ”la Caixa”
participates in what is soon to
become the largest biodiesel plant in
Spain, located in the La Rioja region.
“By adhering to these
principles ”la Caixa” reasserts
its growing commitment to
good corporate government,
which is based on responsible
and transparent management,
acting ethically, taking into
account labour relations
and the environment
and contribution to the
socioeconomic development
of the milieu”. Isidre Fainé
(Europa Press, March 19, 2007).
“As a bank active in project
finance in developing
countries, ”la Caixa”’s
adoption of the Equator
Principles is a major step
forward and one which IFC
welcomes with enthusiasm”.
Lars Thunell, IFC’s Executive
Vice President (Europa Press,
March 19, 2007).
The overall cost of the operation
amounts to EUR 101 million,
available through a senior credit,
a VAT credit and guarantees to
suppliers over a period of 7 years.
This is the first time the Institution
has invested in a project of this
kind, which in this case includes the
building and subsequent running of
the plant.
The future biodiesel plant is located
within the town limits of Calahorra,
on a site measuring 180,000 square
metres and it will produce 250,000
tons of biodiesel annually.
”la Caixa” also financed 16 other
projects in the field of renewable
energies for an overall amount of
EUR 389.78 million with an output of
1539MW.
41
Fruit of its commitment to
sustainability, ”la Caixa” has financed
what is soon to become the largest
biodiesel plant in Spain, with a
surface area of measuring
180,000 square metres
Financing Wind Farms
1,539
389.78*
16
07
Total Nº of syndicated operations signed
Total Nº of wind MW financed
Overall investment by ”la Caixa” in this area (in thousands of Euros)*
Conventions for financing
projects devoted to
environmental upkeep
and improvement
”la Caixa” also cooperates with
government bodies on energy saving
projects and establishing credit lines for
industry.
At the level of the State, cooperation
agreements have been signed to finance
the repair or replacement of industrial and
commercial, agricultural, forestry, livestock
farming and irrigation facilities and
equipment, motor vehicles, motorcycles,
motorbikes for private use, commercial
vehicles, agricultural machinery and places
of business that have been damaged by fire or
flooding.
• ICO – Incendios 2007 (Fires 2007).
• ICO – Inundaciones Desbordamiento
Río Ebro (Flooding).
• ICO – Inundaciones El Hierro 2007
(Flooding).
• ICO – Inundaciones R.D.L. 5/2007 (Flooding).
At a regional level, a total number of 15
operations have been agreed for an overall
amount of more than EUR 421,000.
42
Tailored banking for our Customers
4.3 Innovation
4
Area
Quality
• Improve quality indicators perceived by customers.
• Improve response time for customer complaints.
• Reduce ratio of complaints received by Customer Care for every 100,000 customers
to 16/100,000.
Innovation
• Develop INREDIS Project to improve accessibility for disabled people to CIT.
• New services and products for customers.
• Introduction of new ATM Punto Amarillo in the entire branch network.
• Extend IP telephony and applications to entire branch network, making it the
institution with the largest IP network in Europe
• Extend the electronic invoice to all departments in the Institution, customers of the
Línea Abierta service and other companies.
Security
• Increase security for customers and employees
Global Customer, Personalised Attention
With almost 10.5 million customers,
the management model at ”la Caixa”
is based on personalized, professional
and quality advice; an ongoing effort to
innovate and diversify, and a competitive
range of products and services on offer,
tailored to the needs of a wide range of
customer profiles.
With this management model, ”la Caixa”
hopes to achieve complete customer
satisfaction, given that our aim is not just
to cover these needs, but also to surpass
expectations thereby consolidating
customer loyalty and confidence.
44
Thanks to the experience of the team
of professionals at ”la Caixa” and the
hands-on relationship with customers
through the 5,468 branches in Spain, the
Institution adapts products and services
to meet the needs of its customers.
In this sense, the Institution’s
commitment to the community is
concentrated in its will to offer the best
and most complete financial and
non-financial service to the greatest
possible number of customers without
excluding anyone.
Leader in Spain
”la Caixa” has increased its number of
customers in every single autonomous
region. The specific needs of each
region have been an ever-present factor
in the process of expansion of the
branch network. Therefore, individuals,
business people, small, medium, and
large sized enterprises have found a
professional answer tailored to their
real and specific needs.
”la Caixa” has increased its network
of branches to 5,468 with the aim
to make life a little easier for its
customers
”la Caixa” now has more than
9,930,000 individual customers.
Furthermore, each and every age
group of customers has increased
thanks to the initiatives undertaken for
each group with the aim of earning
customer loyalty through specific
commitments.
Payroll Campaigns
Almost 2 million customers now have their
payroll lodged directly into their ”la Caixa”
account.
Financial Products and Services
for Individuals, Infancy, Young
People, Elderly, Businesses and
the Agricultural Sector
Overall, 10,483,337 customers entrust
their finances to ”la Caixa”.
The capacity for innovation and
adaptation to the demand of the
business community explains the
constant growth in the number of
customers in the business sector. Over
365,000 companies are customers of
”la Caixa”, mostly SMEs.
A Global Bank
In 2007, 29.37% of all new customers
of the Institution were new residents.
”la Caixa” has devoted a large part of its
projects for innovation to this growing
demand, and which will be a key element
in the Institution’s future.
”la Caixa” customer base
9,279,374
8,990,323
8,636,450
651,703
494,972
572,564
311,025
343,347
367,152
164,745
05
06
07
Private individuals
05
06
07
05
Individual Business people
Total 2005: 9,607,192
06
Companies
TOTAL 2006: 10,083,517
45
07
177,283
185,108
06
07
05
Others
TOTAL 2007: 10,483,337
trend in the number of clients of ”la Caixa”
(in thousands)
% of new individual customers of ”la Caixa” in
2007 who are new residents
10,483
657,423
10,083
9,607
8,744
New customers
9,154
New residents
(Third world)
8,285
193,060
(29.37%)
02
03
04
05
06
New residents
with residence
in Spain
114,556
(17.43%)
07
07
399,820 customers more than 2006.
Origin of individual customers (residents) of other nationalities
Not classified
EUROPe
EUROPe/ASIA
ASIA
DEC 05
DEC 06
DEC 07
DEC 05 156,012
DEC 06 191,261
DEC 07 234,893
DEC 05
DEC 06
DEC 07
DEC 05
DEC 06
DEC 07
293
299
352
North
America
TOTAL
DEc 05
DEC 06
DEC 07
580,648
711,231
802,266
DEc 05
DEC 06
DEC 07
23,308
27,649
30,571
4,677
5,965
6,858
62,821
77,975
89,832
South
America
Africa
OCEANiA
DEc 05 204,937
DEC 06 249,879
DEC 07 263,331
DEc 05 128,263
DEC 06 157,806
DEC 07 176,005
DEc 05
DEC 06
DEC 07
46
337
397
424
Little Big Customers
”la Caixa” has designed a range of services to
strengthen the bond between the youngest
segment of our society and the business
community. The ”la Caixa” programme for
young people is aimed at children up to the
age of 13 and young people under the age
of 18. The aim of the project is to strengthen
the relationship between the Institution and its
youngest customers, while at the same time
helping them to discover the value of money
and saving in a fun and accessible way.
clubs, such as Club Súper 3 in Catalonia
and Betizu Kluba in the Basque Country.
In 2007, ”la Caixa” had almost 1,250,000
customers under the age of 18, which
accounts for 12.5% of the overall private
individual customers of the institution.
Among the list of new initiatives in
2007 in this area we have the Recién
Nacidos (Newborns) programme. In fact,
since this service was first introduced in
August 2005, the number of newborns
‘customers’ has grown by 28%.
Furthermore, there are regular campaigns
organized to reward customer loyalty with
gifts for infants upon opening an account
or for making a lodgement.
Beyond the sphere of financial products
and services, ”la Caixa” also cooperates
with several widely known and popular kids
47
The Programa Infantil at ”la Caixa”
strengthens the relationship between
the Institution and its youngest
customers, while at the same time
helping them to discover the value
of money and saving in a fun and
accessible way
Young People, Here and Now
Studies, housing, and integration within the
labour market are the principal challenges
facing new generations. ”la Caixa”
understands these priorities and pinpoints
them through new and innovative services
and programs like the LKXA, which is
enjoyed by over 500,000 customers. This
programme establishes a new kind of
relationship with a financial institution
tailored to the needs of this section of the
population and which offers customers an
extensive programme of financial and nonfinancial advantages and benefits.
In 2007, the LKXA standard was
acknowledged as one of the bestpositioned brand strategies according to
the ESADE Brand Centre, which, together
with the economic daily Expansión and
the consultancy firm Accenture, aims
to promote brand management among
Spanish companies.
”la Caixa” currently has somewhere
in the region of 1 million customers
between the ages of 18 and 25.
New impetus, new challenges
Together with cooperation agreements
the Institution is involved in with several
university centres, ”la Caixa” facilitates
and supports access for Young people to
third level education through two types of
credit over a maximum repayment period
of 10 years. These are the CrediEstudios,
to finance third level education, and
the CrediEstudios Posgrado, to cover
economic needs after completing
university or third level course.
The worry attached to gaining access to
third level education and housing has been
LKXA tops the list in young customer sector
The number of young people who are members of the LKXA programme
is evidence enough of the programme’s success. Events like the Gira
LKXA have established its leadership role even further, making it the
benchmarking financial programme among young Spanish people.
”la Caixa” organised the Gira LKXA tour, which travelled to seven
different Spanish cities, attended by more than 65,000 people who
danced the night away to groups like La Oreja de Van Gogh, Coti and
Dover. The promoters of the Gira LKXA tour have called it an excellent
example of the involvement of the entire commercial network in the
project, given that all the Institution’s regional management were
completely committed to make the event a success and turn it into a
benchmarking programme.
48
the impetus for launching new products
targeting first time buyers, like the Libreta
Vivienda or the Hipoteca Joven. The latter
is the only product with a revolving credit
loan structure that enables the holder
to avail of a portion of the capital repaid
to cover unexpected or future financial
needs. By the end of 2007, there were
already 53,200 Hipoteca Joven contracts in
portfolio.
Communication is another key aspect
when it comes to designing several
products tailored especially for young
people. New technologies are at the
service of our younger customers by way
of the multi-channel offer of ”la Caixa”
via mobile phone, digital television and
the Internet website Línea Abierta. In
2007, beneficiaries of the LKXA scheme
were also able to enjoy commission free
ticket prices when purchasing tickets
through the ServiCaixa ATMs, Internet or
by mobile phone.
The worry involved in buying a
property has been the impetus
for launching new products
designed to assist first time buyers,
like the Libreta Vivienda or
the Hipoteca Joven
People of Advanced Years
”la Caixa” has also become a
benchmark in the field of measures
adopted for welfare programmes. The
Institution’s commitment to the elderly is
a standing reality.
Currently, over 1,400,000 customers
over the age of 65 enjoy the conditions
on offer from the Club Estrella
programme. With Club Estrella, the
elderly can manage private pension
payments, social welfare pension
payments on the 25th of every month,
contract the Immediate Lifetime Pension,
access the Tarjeta Club Estrella, all free
of charge, and thereby benefit from
discounts of up to 40% in train tickets,
get advance pension payments when
required, among the many services
available to this sector of the population.
49
In this area, 2007 saw the launch
of the Depósito Pensión, a novel
credit product for pensioners. The
deposit, over an 18 month period
with guaranteed capital offers very
competitive interest rates with halfyearly growth, as well as an additional
1% premium on the nominal amount
on maturity just for having your
pension payments paid through the
bank.
Furthermore, there have been regular
leisure activity promotions for theatre,
cinema, reductions in travel prices
for IMSERSO trips, etc. Club Estrella
customers also enjoy half-price tickets
to see any activity organised in the
Fundación ”la Caixa” centres.
systems. The incorporation of foreign
members of staff in branches and as sales
representatives in geographic areas with
significant concentration of new residents,
strengthens the commitment of ”la Caixa”
to fully comprehend and offer advice to
new customers.
One in every three new customers
of the Institution is a new resident,
a figure that reflects the approval
of services designed specifically
with this group in mind
Financial integration
Also this year, ”la Caixa” has entered into
several international agreements with
the principal banks in the countries of
origin of these new residents in order to
facilitate and assure the handling of money
transfers. This year saw the inclusion
of several new countries, such as the
Ukraine, Cuba, Paraguay and Pakistan,
and improvements made to existing
agreements with Romania, Colombia, the
Dominican Republic and Morocco in order
to reduce commission costs.
New Residents
The volume of customers who are originally
from other countries has meant a combined
new demand that has been met with direct
and efficient answers at ”la Caixa”. If at
the close of 2006, there were more than
711,000 new resident customers, 2007 saw
this figure reach over 800,000.
Over the past year, the number of new
customers of ”la Caixa” has grown 15.7%,
and over 30% of these customers are new
residents, a fact which reflects the approval
”la Caixa” has established a service
network especially aimed at stimulating and
educating people about saving. The aim of
this network is to improve banking
know-how among these customers and
raise their awareness regarding financial
culture.
More customers, more facilities
When a customer can perform money
transfers in their own native language,
it makes the operation a much easier
affair. This year, both Romanian and
Polish have been included in operating
50
of services designed specifically with this
group in mind. In order to meet these fresh
needs, ”la Caixa” has at its disposal two
classes of specific cards, the Internacional
Transfer and the Visa Giros.
Another fact worthy of mention is the
development of new products or the
redesign of existing products, like for
example the Libreta Project Estrella,
complete with conditions tailored for this
sector of the population, as well as the
Arabic IPF, similar to a product extended by
the Banca Islámica (without interest in cash).
”la Caixa” has also promoted the
concession of microcredits. This year, it
has also strengthened the service with an
additional line of financial microcredits to
assist in the process of integration of new
residents and which has two principal
objectives: to cover expenses incurred
during the family reunification process
and acquiring property in the country of
origin.
One of this year’s most attractive
promotions were the draws held with
prizes of trips, which allowed many
customers and family members to travel
to their countries or receive visits from
relatives.
CaixaEmpresas
The number of businesses that are
customers of ”la Caixa” has now reached
over 365,000, which means an increase
of 6.9% compared to last year. We
should highlight here the growth in the
number of microenterprises and small
enterprises, with an increase of almost
21,000 businesses.
One of the highlights in 2007 was the
consolidation of the home banking
system Línea Abierta Empresa, which has
repeatedly earned the highest sectoral
rating from the independent consultancy
AQ Metrix. Last year alone, a total of
227,290 enterprises were operating using
the Línea Abierta system.
Greater assistance for SMEs
SMEs are the front line in the business
sector for the banking market. The high
level of participation of the sector has
brought about a substantial number of
initiatives favouring entrepreneurial spirit.
Among those that stand out are the
agreement with the Instituto de Crédito
Oficial (ICO) which was signed in 2007
for five lines of finance: ICO-Pyme 2007,
ICO-Internacionalización, ICO-Crecimiento
empresarial, ICO Emprendedores and,
finally, Plan Avanza ICO-TIC. All of
these combined make up the Plan de
Fomento Empresarial (Plan for Enterprise
Development), for an overall amount of
EUR 9.796 million. In total, there were
over 25,000 credit operations. These five
lines enable cover for the financial needs
of businesses as well as the self-employed,
offering financial instruments required
to improve competitive level of Spanish
enterprise as well as supporting their
investments during the different stages of
development.
Along the same lines, a new loan for the
amount of EUR 200 million for investment
projects in advantageous conditions was
signed in conjunction with the European
Investment Bank (EIB).
Furthermore, beyond financial support,
the Institution participated in several
conferences, which among others, were
devoted to the central idea of bridging the
digital divide, which is currently an issue for
the majority of small enterprises. Along the
same lines, ‘Polígonos en red’ (Industrial
Estates on the Net) is an initiative organised
by the Spanish Ministry of Industry and
Technology and the public institution Red.
es, whereby almost 60 conferences have
been organized targeting almost 5,000
SMEs and self-employed workers from
all over Spain, and in which ”la Caixa”,
through the Fundación Barcelona Digital
has collaborated.
Línea Abierta Empresa has
repeatedly earned the highest
sectoral rating from the independent
consultancy AQ Metrix. Last year
alone, a total of 227,290 enterprises
were operating using this service
51
Agricultural Sector
The needs of the agricultural sector have
always been a pivotal focus of attention for
”la Caixa”. Year after year, fresh products
are designed specifically to cater for the
needs of this sector, for individuals as well
as agricultural cooperatives and livestock
breeding farms.
In 2007, over 800 specialised branches have
responded directly and provided advice and
guidance to this sector, as well as assisting
in the CAP (Common Agricultural Policy)
procedures. For this processing,
”la Caixa” issues free insurance covering
Civil Liability, accidents and theft of sheep
and goats, highly valued by customers for
the advantages it provides as well as the
speedy processing of claims.
Also in 2007 the Libreta AgroCaixa
Euribor was introduced as well as a novel
application for managing bills paid by
members to their respective Irrigation
Communities.
In closer proximity, in order to reach further
The direct participation and implication
of ”la Caixa” is reflected in the numerous
agreements and collaborations with
different agricultural associations, trade
fairs, congresses and administrations.
This year, an agreement was finalized
with the Spanish Ministry of Agriculture
in order to bridge the divide between
the information society and rural
communities, facilitate renewal of
agricultural machinery, develop localised
agricultural agreements, provide social
microcredit, etc.
Apart from participating in several
different sectoral events and conferences,
”la Caixa” has been present for the first
time in major trade fairs like Expooliva
or Agroexpo, and again in the Fira de
Sant Miquel de Lleida or the Feria de la
Maquinaria de Lerma.
One of the principal developments
in 2007 was the participation in the
pioneering project MERCOPAC, the
rights of single payment market as an
intermediary in the on-line market of
these rights, thereby complementing even
further the range of services on offer to
the agricultural sector.
By the close of 2007, 216,000 agricultural
sector customers placed their trust in the
services and products of ”la Caixa”.
Among those new developments
projected for 2008, the company would
like to highlight the fostering of the
Rural Development framework, aimed at
promoting economic activity in general
and in particular, the agri-foodstuffs
industry. Granting social microcredit and
financing entrepreneurs, who wish to
abandon agricultural activity but not the
rural environment, will be priority goals
for ”la Caixa”.
52
In 2007, over 800 specialised branches
have responded directly and provided
advice and guidance to this sector, as
well as assisting in the CAP (Common
Agricultural Policy) procedures
Solutions that Go Beyond
Banking Business of ”la Caixa”
”la Caixa” has a set of subsidiary
companies, which, in addition to
providing a service to the organisation
itself, also design and offer services
to other customers. The activities of
these subsidiaries take in a number of
different sectors, among which the most
notable are handling commercial affairs,
construction and new technologies.
PromoCaixa
Promocaixa carries out activities related
to launching, information consultancy
and promotion of marketing movable
property for the companies own services
as well as the services for third parties. In
2007 its main lines of business included:
management of the Puntos Estrella
programme, the sale of the Puntos
Estrella programme to the retail sector,
marketing and information services,
management of purchases of promotions
for ”la Caixa”, management of Club
Compra, as well as management of
external loyalty programs.
ServiHabitat
This company, part of the ”la Caixa”
Group, is devoted to the construction,
acquisition, promotion, sale,
administration and leasing operation
of all class of immovable property for
private individuals, business peopledevelopers, tourism industry and
shopping centres. It provides the
following services: managing the sale
of immovable property, managing
auction of immovable property, project
management for the company itself
or for third parties, administration of
immovable property from auction and
immovable property leasing operations.
53
Sumasa
Sumasa engages in management of all
class of services relating to construction
and maintenance of buildings or
properties and facilities for third parties,
as well as management of purchases
and supply of office material for third
parties. It is also involved in managing IT
platforms and applications via Internet
and other media.
The central element in the ”la Caixa”
organisation is the customer, and we
therefore consider it of fundamental
importance to meet their expectations.
The only way to assure consistent growth
of the Institution and future results is to
continue being worthy of the trust placed
in us.
A satisfied customer is the most valuable
asset any financial institution can have,
given that not only does this mean a
recommendation of services to others,
but also through contracting new
products and strengthening ties. In this
regard, ”la Caixa” focuses all its efforts
on achieving the highest possible level of
excellence in the service it provides.
In order to achieve this objective,
the Institution carries out constant
monitoring of customer appreciation
with regard to the quality of financial
services it provides and examines the
different channels for dialogue available
to customers for expressing their
requirements, concerns and complaints.
The principal concerns of customers are
addressed by ”la Caixa” through taking
multiple actions.
Private Individual and Business
Customer Satisfaction
Regular customer satisfaction surveys
performed in 2006 provided information
on the customers’ ratings of the
treatment they received, of the advice
given on products and services, speed
of service and effective operation of
the electronic channels, among others.
The aim of these surveys is to measure
Customer Satisfaction Index which
is the indicator used to implement
ongoing improvement measures at
more than 5,000 branches. In addition,
”la Caixa” also carries out a half-yearly
monitoring system to measure the level
of satisfaction among our business
customers, obtaining a rating of 8,2 out
of 10.
In 2008 an entirely new questionnaire
will be designed to measure customer
satisfaction primarily focusing on issues
regarding personal attention and advice,
as well as the introduction of a new
statistical model that will update and
improve the existing one.
On a different note, ”la Caixa” also
performs objective evaluation of the
quality of its branches, by applying the
Mystery Shopping method, which is
based on the observations of specialized
auditors who pose concerns or questions
typical of potential customers, and
which allows for an evaluation of the
performance of employees. In this way,
”la Caixa” complements the process for
monitoring customer appreciation of
quality levels
In 2007, 546 mystery shoppers revealed
the strong points of the Institution to be
aspects of the treatment and friendliness
of staff and areas for improvement
such as those relating to cross sale and
inquiring about the customers’ needs.
Private individual customer
satisfaction survey of branches
(The rating of the Customer Satisfaction
on a scale of 0 to 10)
8.6
8.6
8.6
05
06
07
206,752 surveys were performed.
Private individual customer
satisfaction survey of channels
ATM
8.7
8.5
8.5
05
06
7.8
7.9
05
06
07
ATM zone
Customer satisfaction:
distribution by rating
8.0
5%
29%
29%
07
Línea Abierta
8.4
8.6
37%
Up to 6
8-9
6-8
Above 9
54
06
07
8,731 surveys were performed
Constant quality training
With the objective to constantly provide
training for employees in the best
techniques for achieving the utmost
in customer satisfaction, ”la Caixa”
initiated the COR Programme in 2007
(Calidad Orientada a Resultados / ResultsDriven Quality), an incentive that allows
professionals in the Institution to improve
their commercial approach, while at the
same time getting help to resolve specific
issues in the most efficient manner.
service (900 32 32 32), the system of
Letters to the President, available in all
branches, and an e-mail addressed to
e-lacaixa.
In this respect, the application available
on the Institution’s corporate Intranet
website, together with the Virt@ula
platform, details the strategies to be
followed in attention and customer
service, as well as commercial actions.
Last year, a series of good conduct
guidelines were defined and set out in a
response protocol which will serve as a
guide for all employees.
We should highlight here that the
commitment of ”la Caixa” to respond
to complaints received was modified
in 2007, passing from 4.2 to 3.9 days
(Letters to the President and calls to 900
free phone number).
In 2007, the Customer Care Office
received a total of 18,425 complaints.
Each and every one was dealt with
by their corresponding regulators of
the Regional network, Head Office or
subsidiaries of the Group, depending on
each complaint.
Percentage of complaints
99.3%
74.9%
One of the most ambitious challenges
anticipated for 2008 is the plan
to develop a novel on-site training
programme, which will employ roleplaying methodology for all conducts
detailed in the virtual training
programme.
The Customer’s Opinion, a
Driving Force for Change
Attentiveness to the opinions of our
customers is a priority for ”la Caixa”. In
this respect, all customer complaints and
suggestions constitute an open, direct
and important source of information
which allows the Institution to amend
incidents and identify varying aspects to
be highlighted in order to achieve greater
effectiveness and efficiency.
Therefore, as part of the Customer Care
Office, ”la Caixa” provides customers
with several channels through which
complaints and comments can be easily
and comfortably transmitted. This
consists of a Customer Care Free Phone
38.9%
Internet
Letter
Telephone
82.1% (before 48 hrs.)
In addition to these well-established
channels, ”la Caixa” also provides its
customers with Customer Care Service
and the Catalonian Savings Banks
Customer Ombudsman. The figure
of the Ombudsman, even though it is
not an obligatory requirement, is an
independent and free body, outside the
Institution and whose rulings can be
accepted or not by the customer, but
for the savings banks are of compulsory
compliance.
In terms of complaints received by the
Customer Care Service / Catalonian
Savings Banks Customer Ombudsman,
55
overall there were 641 complaints, 282
of which were resolved in favour of the
Institution, 210 in favour of the claimant,
59 were ruled to be unfounded, on
20 occasions the customer in question
dropped the complaint and another 70
are still pending resolution.
The decrease in number of complaints is
fruit of one of the challenges outlined in
the Strategic Plan 2007-2010. The level
of efficient management is also reflected
in the Bank of Spain’s Complaints Report,
in which ”la Caixa” figures as the second
financial institution with the lowest
number of complaints received in relation
to business volume, according to the
latest information available.
For ”la Caixa”, every complaint is a fresh
opportunity to improve procedures and
customers’ evaluation of services. Proof
of this fact is that in 2007, resulting
from a complaint, several departments
implemented changes in performance:
head office management (30), ATMs (25),
Línea Abierta (16), banking services (12)
and Caifor (11), among others.
Classification of complaints by type
18,962
18,425
13,985
Complaints
10,419
10,343
Compliments
9,414
Consults or
Suggestions
05
06
07
210
189
163
05
06
07
05
06
07
Reasons for complaint (Communications received by letter, call and e-mail)
4,397
(24%)
3.754
3,754
(20%)
Products
Commissions & Charges
Services & Operations
Credit cards
1,128
(6%)
819
(4%)
119
(1%)
Interaction / Dealings
3,258
(18%)
Image / Advertising
Environment / Transfers
3,009
(16%)
1,941
(11%)
Others
TOTAL: 18,425 (100%)
Average response time for complaints (days)
8.4
Ratio of complaints to customer care
per 100,000 customers
20.5
7.2
19.9
6.6
4
05
3
06
2.3
07
Letters
Calls
56
06
07
Principal reasons for complaints to customer care service
1,367
1,345
(-2%)
421
277
225
(52%)
194
66
(-14%)
06
07
06
07
06
07
(21%)
06
80
55
07
06
(11%)
116
61
07
06
TOTAL 2006: 2,106
(-33%)
78
07
TOTAL 2007: 2,179
Variation 2006 - 2007: 3%
Service received (non-compliance, late payment, errors …)
Queues
Complaints by Letter and Phone pending answer
Business hours (late opening, early closing of branches …)
Rudeness
Other reasons (staff changes, language, facilities, personalised attention...)
Complaints filed with the Catalonian Savings Banks Customer Ombudsman
277
In favour of ‘la Caixa’
209
In favour of the customer
Unfounded
Dropped by customer
70
Pending resolution
57
Internet
19
1
1
07
TOTAL: 634
57
Remitted to SAC
Complaints filed with Customer Care Service
7
4
3
1
05
06
07
1
0
05
06
07
Accepted for processing
Resolved in favour of customer
5
3
Resolved in favour of ‘la Caixa’
2
Unfounded
1
05
06
07
07
Improvements carried out by department as a result of customer complaints
30
25
16
12
11
10
9
5
2
2
1
1
1
07
TOTAL: 125
Head Office Management
Security
IT Services (Atms)
PromoCaixa
IT Services (Línea Abierta)
InverCaixa
Banking Services
Risk
CaiFor
Legal Affairs
SeviTicket
Customer Care
On-line Banking
58
4.3 Innovation
The commitment to provide excellent
service to our customers is the motor
for technological innovation at
”la Caixa”. In 2007, the total amount
invested in technology amounted to
EUR 152.3 million, of which almost EUR
6.5 million was allocated to Research
and Development projects (R+D) and
innovations such as, among others, video
surveillance in branches, installation of
IP telephones or the Dynamic Marketing
project. The aim is to improve customer
relations by way of projects while, at the
same time, promoting leadership capacity
of the company in the future.
Ongoing Technological
Innovation as Competitive
Advantage
Technological challenges have been
specified in the ”la Caixa” Strategic
Plan 2007-2010. ”la Caixa” has carried
out several projects with technological
innovation as a business support tool.
Among the proposals that stand out is the
implementation of a new Treasury platform,
promotion of foreign trade, development
of a new structured deposits application,
together with the introduction of the new
sales consultant, new sales organization and
advertising campaign manager.
TF7, with customers in mind
One of the most daring technological
initiatives in the IT field is the new TF7
financial terminal, a practical, useful and
intuitive tool. One of its principal advantages
is that it integrates both operational as well
as administrative aspects all in one desktop.
The aim of this improvement is to safeguard
the relationship between ”la Caixa” and
the customer even further. If by the end of
2007 the TF7 had been extended to 1,241
branches, by the end of 2008 it is hoped
that the TF7 will have been installed in the
entire network.
IP Telephony, customers at a ‘Click’
The Internet boom, increased processing
capacity of computers and the
improvements in communication lines
have all meant a drastic change in data
and voice transmission. Among the
technological projects currently underway,
one that stands out is the implementation
of IP telephony. This is another significant
step towards the convergence of data
and voice, which serves to integrate
all Information Systems, given that IP
telephony transforms voice and streams
it into data packets, thereby introducing
a new scheme enabling significant cost
reduction, which in the long run will
benefit customers. Moreover, the system
allows for new functions, some of which
have already been implemented such
as calling customers from the financial
terminal and the telephone displaying the
customer’s name.
IP telephony heralds the arrival of the
Virtual Exchange. This means one single
Exchange connecting every branch and
through which employees can receive calls
directly from their customers, improving
the quality of service rendered. Another
advantage of this system is that customer
calls are charged at the same price as a
59
mobile-mobile call. In total, ”la Caixa” will
have 24,000 IP telephones at its disposal,
making it the European institution with
the largest IP telephony network in
Europe.
In total, ”la Caixa” will have 24,000
IP telephones at its disposal, making
it the European institution with the
largest IP telephony network in Europe
DPCs, Centres of technological
leadership
The solid growth of ”la Caixa” has given
rise to the decision to construct two new
DPCs (Data Processing Centres). The
aim is to avail of facilities with unlimited
energy, power and capacity in order to
assure scalability and sustainability of the
Institution’s growth model.
In 2008, work will begin on the facilities
to house the new DPCs, The introduction
of these new centres is the most
ambitious technological initiative of
”la Caixa”, with a proposed investment
of EUR 200 million.
Technology to provide
Customers with Uninterrupted
“24 Hour a Day” Service
”la Caixa” hopes to offer its customers
the best quality tools in order to permit
excellent management of their finances.
Technology is placed at the service of
customers so that they can gain access
to banking services anytime and from
anywhere.
Applied technology is therefore
transformed into the ideal complement
to personalized treatment of customers
through our branch network. Furthermore,
this year it has established itself as a
benchmark in all new banking channels
(Internet, mobile phone…), by way of a
strategy of accessibility and adaptation to
the needs of its customers.
Also in ATMs, ”la Caixa” reinforces
its commitment to the environment
and as a result, since July, 2007, the
installation of a new ATM model is in
compliance with the directive 2002/95/
EC, which covers the Restriction of
Hazardous Substances (RoHS) in
electrical and electronic appliances,
restricting the use of six hazardous
substances.
For 2008, one of the highlights will
be the implantation of the Cajero
Punto Amarillo, a new ATM that, apart
from other new features, has two
screens: one for financial operations
and another, displaying commercial
information for customers.
Leader in ATM Network
”la Caixa” is the leading Spanish
financial institution in terms of the
number of ATMs in Spain, 8,011, and
the second in Europe. The majority
include a wide range of functions,
such as information services, stock
market operations, administering
Puntos Estrella, consulting availability
on the property market, payment of
bills, auctions and ticket sales, among
others. Each ATM at ”la Caixa” offers
the possibility of more than 200
operations. Throughout 2007 the total
number of operations carried out using
ATMs was over 530 million.
In 2007 ”la Caixa” introduced new
functions to further facilitate account
management of all our customers.
The options ‘My most frequent
operations’ and Menú CaixaFácil meet
the conditions required to make any
operation easier.
Furthermore, the ATM application
has been translated into Romanian
and Polish with the aim of providing
optimum cover for new residents.
”la Caixa” is the leading Spanish
financial institution in terms of the
number of ATMs in Spain, 8,011,
and the second in Europe
”la Caixa” reinforces its commitment
to the environment and as a result,
since July, 2007, the installation of a
new ATM model is in compliance
with the RoHS directive
”la Caixa” and m-ticketing
”la Caixa”, together with the collaboration of Movistar, has designed the first
ticketing system which allows access to cinemas by way of a cyberticket sent
to your mobile phone. M-ticketing is a commitment to the most advanced
technology and, as well as saving paper, it introduces a new electronic form
of ticket to the market. ”la Caixa” takes a step into the digital future and
speeds up the process, as the customer no longer need collect a paper ticket
either at the ATM or at the box office. The system has already undergone
successful trial runs and will be put into practice in 2008.
ServiCaixa leader in the Spanish ticketing
services market
Through Serviticket, ”la Caixa” is at the head in the Spanish on-line ticket sales
market in both volume and diversity. In fact, it is the only financial institution
that sells tickets with a global and permanent billboard of shows and events.
In a comfortable and fast way, customers can access pre-event sale of tickets
for the cinema, theatre, concerts, sporting events, museums, theme parks, etc.
In 2007, 7.7 million tickets were sold through electronic channels and the
Club ServiCaixa has now over one million members, making it one of the
principal cultural clubs in the country. It is distributed through a multichannel operation (6,469 ServiCaixa ATMs, 151 ServiCaixa terminals, as well
as telephone, mobile phone, and Internet).
60
Línea Abierta… open and direct
The Internet portal www.lacaixa.
es provides access to all corporate
information of the ”la Caixa” Group,
Obra Social as well as non-financial
proposals, such as property services
(ServiHabitat), shopping (Clubcompra) or
leisure (ServiCaixa), among others.
On-line banking services allow private
individual and business customers to
perform over 790 different operations.
In 2007, over 1,964 million transactions
were carried out using this channel, 4.95
million customers signed up with Línea
Abierta and 2.31 million operational
customers. The Línea Abierta service
of ”la Caixa”, available in 19 different
languages, is the leading on-line banking
service for the business sector.
According to independent studies,
”la Caixa” is the leading institution in
terms of number of on-line banking
customers. In the same way, the company
portal consolidates its leadership in
on-line banking services with a market
share of 29,5% of active Internet users.
Through Línea Abierta, ”la Caixa” is
also leader in terms of foreign trade by
Internet, according to the ranking of
consultants, AQmetrix.
For 2008, ”la Caixa” will carry out the
programming and redesign of over
2,000 pages of the ”la Caixa” portal in
accordance with WAI standards for AA
compliance.
Bank on the mobile
Trading under the name of CaixaMóvil,
”la Caixa” groups together all the
products and services available through
the mobile phone. Overall, 85,000
customers performed a total of 4.35
million operations in 2007. In addition,
the financial services of Línea Abierta
Móvil and Línea Abierta SMS enable
customers to perform a wide range of
financial operations by mobile phone,
such as checking account balance,
transfer money, consult Puntos Estrella
points, or change mode of payment on
cards.
Another feature in operation is the
SMS alert service. In 2007, over 23.5
million messages were sent to ”la Caixa”
customers with information regarding
treasury, cards, and files.
Complete cover: Telephone Banking
and Digital Television
Providing cover for all our customer’s
needs, regardless of where they might be,
has led the institution to broaden even
further the communication channels with
the customer. Telephone Banking and
61
Digital Television are just two examples of
new channels that allow fast and simple
management of our customers’ finances.
Currently, ”la Caixa” is the only Spanish
financial institution offering remote
banking services via digital television.
As a result, Línea Abierta is present in
Imagenio and in Windows Media Center.
The company portal consolidates its
leadership in on-line banking services
with a market share of 29.5% of
active Internet users
Línea Abierta (millions)
1,964
Nº customers with
Línea Abierta contract
864
639
3.70
05
Nº Operational
Customers
Overall Nº of
transactions carried out
4.95
4.31
06
07
1.62
1.95
2.31
05
06
07
05
06
07
Self-service (millions)
502
484
462
Nº Average Customers
3.50
3.88
05
06
Nº total de operations carried out
4.12
07
05
06
07
ATMS
8,011
7,208
7,535
7,493
6,469
Overall Nº of ATMs
5,695
5,225
5,600
ATMs with ticketing
service
2,542
ATMs that permit
lodgements
05
06
07
05
06
07
62
05
06
07
Línea Abierta móvil
4,350,500
2,875,000
1,460,117
Línea Abierta Móvil Customers
Línea Abierta Móvil Operations
72,491
85,000
46,016
05
06
07
05
06
07
Alerts-SMS
23,485,929
Customer Alerts
5,999,413
4,962,924
Alerts sent by year
745,000
360,000
287,865
05
06
07
05
63
06
07
Distribution of ATMs by region
PRINCIPALITY
OF ASTURIAS
CANTABRIA
83
52
GALICIA
BASQUE
COUNTRY
202
208
NAVARRE
59
LA RIOJA
CATALONIA
31
CASTILLA AND LEON
ARAGON
301
3.605
109
COMMUNITY
OF MADRID
944
CASTILLA-LA MANCHA
EXTREMADURA
528
122
97
VALENCIA
BALEARIC ISLANDS
349
REGION OF
MURCIA
147
961
ANDALUSIA
CANARY ISLANDS
202
CEUTA
6
MELILLA
Innovation in Products and
Services at ”la Caixa”
For ”la Caixa”, to innovate means to
transform ideas into value. As a result,
the company’s challenge is to convert
innovation into comfort and saving. In
this way, the structure of branches is
directed towards anticipating the needs
of customers and providing solutions
by way of fresh products and services.
Innovation therefore becomes a meeting
point between the needs of the customer
and the calling to provide a service of
”la Caixa”.
Digital billing
CaixaFactura is an electronic billing
service which ”la Caixa” offers its Línea
Abierta customers. As well as sending
and receiving invoices, the digital invoice
5
provides the service of file safekeeping
thereby enabling customers to dispense
with traditional files.
Contactless
”la Caixa” has launched ‘payWave’in
Spain, a new form of contactless
payment by card, which means a
simple and comfortable alternative to
cash for businesses with a high level of
invoicing in cash and who require swift
payment.
This technology facilitates and speeds
up transactions by card, above all for
small, everyday purchases as all that is
required is to swipe the card in front of,
or close to the terminal, without having
to insert the card into the machine or
swipe it through a reading slot.
64
OVERALL TOTAL: 8,011
The system allows the customer to
make instant payments using wireless
technology. Payment details are safely
exchanged between the card with a chip
and a reader connected to the sales point
terminal, and customers therefore are
not required to hand in their card at the
register, but rather pass the card close to
a specially adapted terminal instead.
The initiative does not signify a change
in the way the card operates nor is
there any expense incurred either by the
buyer or seller. Furthermore, in order to
facilitate the adoption of this payment
method, ”la Caixa” plans to progressively
introduce card reading machines to
business premises without any additional
cost.
Ahorra el cambio (Save the Change)
An innovative savings plan with which
card holding customers of ”la Caixa”
may automatically pay a small sum
of money into a savings account
with a nominal annual interest rate
of 5% each time the card is used to
make a purchase. This service enables
customers who expressly subscribe to
it to save while using the card and is
in the context of added value services
included among the range of
”la Caixa” payment methods.
The new service is very simple: every
time the card is used to make a
purchase over 5 Euros, the difference
between the sum of the transaction
and the next highest multiple of 5
Euros is automatically paid into the
“Ahorra el cambio” account. Payment
is made in the same way as the charge,
that is, daily for debit cards, operation
by operation, weekly for the Visa
Estrella cards and monthly for monthly
credit cards.
65
Professional business management is key
to generating trust. This trust is conveyed
through security and professionalism in
business management on a day-to-day
basis, and because of this, ”la Caixa”
always offers the maximum level of
efficiency and solvency in matters of risk
management, security and transparency.
By maintaining a relationship with
customers based on responsibility and
commitment, ”la Caixa” has developed
a prudent and diversified risk policy
guaranteeing the maximum levels of
security in all its operations.
At the close of 2007, the Capital ratio for
the ”la Caixa” group was 12.1%, with
Tier 1 (basic own resources or primary
category) of 9.8% and Core Capital of
8.0%.
Risk Management
Management of business at ”la Caixa” is
carried out using rigorous solvency criteria
of securities, in line with best practices. In
accordance with the regulatory framework
in force, year after year the Institution sets
in motion a series of quantification and
monitoring tools and techniques in line
with the most advanced risk management
standards and practices.
In accordance with Basel II – known as
‘International Convergence of Capital
Measurement and Capital Standards: A
Revised Framework’, a recommendation
from the Basel Committee on Banking
Supervision of the Bank for International
Settlements- as well as the resulting
incorporation by the European Union
in the form of a directive and the
corresponding adaptation by Spanish law,
”la Caixa” has implemented advanced
internal models of measurement in
order to quantify credit risk, which in
turn enable the institution to manage
finance for individuals and enterprises in a
manner which enhances sensitivity to risk.
of each operation in case of noncompliance. These tools assist branches
and risk analysts in the decision making
process and speed up the resolution of
applications.
More profitability, less risk
For private individuals, risk management
translates into a set of scorings. These
tools play an important and valuable
role in managing the relationship with
customers and in the prevention of
default rate.
”la Caixa” has implemented advanced
internal measurement models in order
to quantify credit risk, which in turn
enables the institution to manage
finance for individuals and enterprises
in a manner that enhances sensitivity
to risk
With regard to enterprises, ”la Caixa”
has at its disposal ratings that allow it
to monitor the level of risk assumed by
each investor. The Strategic Plan of
”la Caixa” strives to offer the best
possible service at this level, especially
with regard to SMEs. Moreover, in order
to guarantee the quality of the portfolio,
there is an independent monitoring unit
which analyses possible depreciation of
the different risks.
By way of tools of ‘scorings’ for
individuals and ‘ratings’ for enterprises,
”la Caixa” measures statistical probability
of customers going into default as well
as expected and unexpected losses
In practical terms, this set of policies
means a systematically lower rate of nonperformance compared with the industry
standards, together with coverage ratios
and capitalization levels well above
sectoral rates.
RISK INDICATORS. CREDIT. (Classification by % guarantees)
71.8%
72.2%
26.3%
26.1%
1.9%
Public
Sector
Mortgage
Guarantee
28.5%
1.7%
05
06
Personal
Guarantee
70%
1.5%
07
(Annual Report 2006. Main features. 4.1 Comprehensive Risk Management. Credit Risk Management. Page 74)
(Annual Report 2005. Main Features. 4.1 Comprehensive Risk Management. Credit Risk Management. Page 71)
66
Default Rate
Coverage of Default
Coverage of Default mortgage guarantee
490%
444%
425%
379%
336%
281%
0.55%
0.39%
05
0.33%
06
07
05
06
07
05
06
07
(Annual Report 2005. Main features. 4.1 Comprehensive Risk Management. Credit Risk Management. Page 71 - 72)
Solvency Ratio (BIS ratio)
Solvency Ratio
(Core Capital)
12.1
11.2
11.5
9.8
8.4
8.3
8.0
6.2
5.9
3.2
2.8
05*
06
Ratio BIS
07
06
05*
Tier 1
Tier 2
(*) 2005 Figures standardised Bank of Spain Circular BE 2/2006
07
06
05*
2.3
07
05
06
07
(Annual Report 2006. Main features. 1.4 Increase in basic capital adequacy. Page 51)
(Annual Report 2005. Main features. 1.4 Increase in basic capital adequacy. Page 49)
Breakdown of credit portfolio
49.5%
49.9%
53.4%
16%
17.7%
4.6%
4%
19%
3.9%
27.6%
28.4%
26%
05
06
Low risk
Moderate risk
Moderate-low risk
Moderate-high & high risk
07
67
Security
Guaranteeing the highest level of
security for customers and employees
has been the main focus of ”la Caixa”
and the efforts made in technological
innovation for many years. As a result,
among other systems, branches are
equipped to minimise the risk of holdups and robberies. Moreover, many
branches are fitted with additional
measures which are not required by
law and which operate as test sites for
control and surveillance systems that
could be put into practice in the future.
Some examples of these measures
are the digital image captioning and
recording equipment, the locking
door access to security areas and the
automatic cash dispensing and recycling
machines, or individualised access
control by way of metal detectors. Also,
in the first half of 2007, improvements
were made to control access to
branches located in high risk areas
with the installation of security locks,
intercoms and video entry phones.
Last year, the number of robberies per
branch was the lowest for the entire
sector, while at the same time this
indicator decreased from 1.4 registered
in 2006 to 1.3 in 2007.
Training security personnel is a key
factor for improving the manual
security of facilities year after year.
As a result, ”la Caixa” assures that
all security and surveillance personnel
working at the Institution undergo
Safety Officer Rating Course. To
compliment the training, ”la Caixa”
provides security personnel with the
chance to take voluntarily training in
Multimedia Course Legal Area and the
Rehabilitation Course in Legal Standards
Applied to Operational Procedure. Both
courses have as a starting point the
understanding of basic human rights in
their activity within the company.
These measures also involve other
employees and mean in practice specific
training for employees responsible in case
of an emergency, as well as employees at
specific head office buildings or hazard
prevention delegates. In this respect, 275
employees received training in 2007 in
these areas.
Once again this year, ”la Caixa” is the
financial institution with the lowest
number of robberies per branch in
the entire sector, while at the same
time this indicator decreased from 1.4
registered in 2006 to 1.3 in 2007
Security and innovation,
both for customers and
employees
”la Caixa” will set in motion a
biometric security pilot scheme
in its network of ATMs that
will allow reading of each
individual’s vein pattern on
the palm of the hand. This
recognition system will enhance
security and serve to correct
imperfections in other biometric
systems, such as fingerprint or
iris recognition. Research shows
that vein pattern is unique to
each person, even in the case
of identical twins. With the
deployment of this system,
”la Caixa” will become the first
Spanish institution to equip
its ATMs with this technology,
known as ‘PalmSecure’.
2005
Number of security officers who have received
training in Safety Officer Rating Course or similar
courses which focus on the human rights aspects 111
relevant to their activity.
2006
2007
109
112
2005
2006
2007
Total nº of robberies per 100
”la Caixa” branches
1.0
1.7
1.4
1.3
1.5
1.4
Percentage of Branches with Digital
Video captioning
40%
55%
59%
Percentage of Branches with automatic
cash recycling / dispensing machines
100%
100%(1)
100%(1)
Total nº of robberies per 100 branches
of principal banks and savings banks
(1)
Except for Light Branches, which do not have cash available.
68
NO. robberies per 100 branches
3.3
2.9
2.4
2.6
2.2
1.7
1.8
1.4
97
98
1.8
1.7
1.7
1.5
1.4
1.4
1.3
1.7
1.5
99
1.9
00
01
1.1
1.3
1.1
1.0
02
03
04
05
06
07
”la Caixa”
Principal Banks & Savings Banks
Transparency
Money Laundering Prevention and
Anti-corruption Policy
Money laundering not only affects the
financial system on a global level, but also
has a negative impact on the reputation of
institutions and debilitates their relationship
not just with intermediaries and regulators,
but also with the general public.
”la Caixa” is currently cooperating
actively with several policies, which assist
in protecting the integrity of banking
systems in order to reduce to the absolute
minimum the probability of becoming a
vehicle or victim of financial crime. These
are a series of specific measures which,
in accordance with the reformed Spanish
Law 19/93 Movement of Capital and
Money Laundering Prevention Measures,
guarantees identification of customers,
setting-up of internal control systems,
training and information for employees in
these compulsory requirements and the
maximum level of cooperation with the
authorities.
In 2007, ”la Caixa” had a team of 25
individuals who have collaborated in
these tasks and another 12 people whose
activities were focused entirely and
exclusively on the prevention of money
laundering. For its part, the Prevention
of Money Laundering Operational Unit
(UOPBC in Spanish) investigated a total
of 654 operations in 2007, detecting 42
cases by way of the ”la Caixa” warning
system. Finally, 178 of these operations
were referred to the Executive Service of
The Bank of Spain.
Training 10, risk 0
Since 2007, all employees in the regional
network of the Institution can avail of a
course in prevention of money laundering
through the corporate Intranet site.
In 2007, 2,294 employees took part
in the course, of which 585 reached
completion. The company also set in
motion a special conference devoted
to this subject as part of the activities
programmed by the ”la Caixa” Chair
69
in Financial and Banking Studies. The
conference, which was held in the
University of Las Palmas de Gran Canaria,
served to transmit general aspects
that comprise the current regulation
on prevention of money laundering,
application of this regulation in real
estate and financial sectors, as well as the
role of consultants and lawyers regarding
the prevention of this crime.
Respecting Privacy and Information
Confidentiality
Data protection and the right to privacy
are ever present in all aspects of the
company’s management and in all
communications established between
customers and employees.
The firm commitment to legislation in
force regarding privacy, data protection
and banking secrecy is reinforced by the
strictest internal measures put in place by
”la Caixa”. Furthermore, the Institution
keeps a register of all files in its care
containing personal information with the
General Registry of Data Protection and
also has a security document with which
compliance is mandatory for all staff
members that have access to personal
automated data and information systems.
The aim here is to maintain the highest
possible level of security of personal
data, thus avoiding alteration, loss,
unauthorized processing or access.
Internal Regulation 47 and 66
consummate the effort made by
”la Caixa” in this material. It is
noteworthy that the Institution provides
training for new employees and carries
out advisory acts and training sessions
targeting the entire workforce on a
regular basis.
2005
2006
2007
Total nº of professionals at ”la Caixa” who cooperate in prevention of money laundering.
25
25
25
Total nº of professionals at ”la Caixa” who are exclusively devoted to prevention
of money laundering.
12
12
12
Total nº of employees who have received specific training in prevention
of money laundering.
—
(1)
(2)
Total nº of operations investigated by the UOPBC as susceptible to money laundering.
763
75
290
591
654
57
42
223
178
Total nº of operations detected through warning system of ”la Caixa”.
Total nº of operations communicated to the Executive Service of the Commission on
Prevention of Money Laundering of the Bank of Spain.
(1) 2,229 employees participated in the training process in this material and a total of 178 employees completed training.
(2) 2,294 employees participated in the training process in this material and a total of 585 employees completed training.
2005
2006
2007
100%
100%
% of customer data covered by data protection procedures.
100%
Nº and class of offences committed within the
framework of legislation regarding respect for privacy
of customer.
—
—
Nº of legal actions due to unfair competition practices,
competition and monopolistic practices and result.
70
1 fine of 2,000 Euros
(LSSI) and four of
60,101.22 Euros
each (LOPD)
—
1 fine of 60,101.21
Euros and 1 refund
of 52,101.21 for
reduction in fine
(LOPD)
—
Protection Against Fraud
In order to avoid the risk of possible
irregular use, ”la Caixa” wishes to
offer the maximum peace of mind to
all its customers. The formula is very
straightforward: through a policy of
prevention, the aim is to avoid and detect
fraud and to the greatest extent possible,
to cause the absolute minimum burden
to the customer and the least damage to
”la Caixa”.
Through a policy of prevention,
”la Caixa” aims to avoid and detect
fraud and to the cause the absolute
minimum burden to the customer
Ethics and Transparency of
Commercial Information
In line with legislation and as detailed in
the various voluntary self-imposed codes
of professional responsibility, ”la Caixa”
is in full compliance with all established
parameters in its offer of products and
services, as well as in the manner they are
conveyed to customers.
As well as laws 34 and 26 of 1988,
”la Caixa” guarantees compliance
with the General Code of Conduct
in Advertising of the Association of
Collective Investment Institutions and
Pension Funds (INVERCO). Furthermore,
it is a member of the Spanish
Advertising Self-Regulation Organisation
(AUTOCONTROL), whose principles
are based on veracity, honesty, legality,
and loyalty covering advertising, as well
as contractual aspects of commercial
transactions carried out via the Internet
and other electronic media.
The relationship between ”la Caixa”
and its customers is based on the rigor
of information conveyed, so that it is
always clear and transparent. In this
way, advertising of ”la Caixa” may not
contain false, ambiguous, imprecise,
or misleading information. As a
demonstration of this commitment,
”la Caixa” adheres to an Internal Code
of Service Area for Marketing and
Advertising that is applicable in areas
such as respect for constitutional rights,
gender equality and protection of image
rights, among others.
As was the case in previous years,
during the financial year, 2007
there were no registers regarding
contradictory information or any
resolutions whatsoever against
”la Caixa” in matters of advertising
or product information.
Relationship with the Media
As a result of its management model,
national and international projection
and informative relevance, ”la Caixa”
generates substantial media interest. The
policy of communication of ”la Caixa”
is developed in line with principles of
credibility, transparency, information,
efficiency, and rigor.
The Area of Communications of
”la Caixa” maintains an open and direct
relationship with the media. Besides the
press conferences organized (24 in 2007)
and press releases issued to the media
(111), ”la Caixa” has a specific area on
its website called the Press Room (www.
prensacaixa.com). Professional reporters
can access regularly updated contents,
figures and corporate information,
products, services, etc.
From the Press room, through Mediateca
(media library), the media can access
the archive of press releases and
photographs. At the same time, the
relationship with the media extends to
requests for information from journalists,
either by telephone or through an e-mail
address exclusively for this purpose. In
2007 there was a daily average of 36
activities to attend to these requests and
answer questions.
Project CaixaProtect
”la Caixa” has developed CaixaProtect with the
objective of offering customers the maximum peace
of mind to provide them with complete security in
the case of irregular use, a pioneering service in Spain
which guarantees customers protection against any
fraudulent operations which have been carried out by
persons other than titleholder in Línea Abierta, ATMs
and by fraudulent use of ”la Caixa” banking cards.
The CaixaProtect service is free and its immediate
application is available to any customers who perform
multi-channel operations.
This service has been made possible by technological
developments at ”la Caixa” in order to prevent and
detect fraudulent use of cards and the on-line service,
Línea Abierta.
71
Press conferences organised by ”la Caixa”
23
21
Business
10
9
Corporate / Institutional
3
1
05
06
TOTAL: 11
07
TOTAL: 32
TOTAL: 24
Press releases prepared and issued by ”la Caixa”
69
63
57
55
42
Business
Corporate / Institutional
28
05
06
TOTAL: 83
07
TOTAL: 120
TOTAL: 111
Other informative acts carried out by ”la Caixa” in 2007
27
18
2
Interviews with leading
management
Interviews with
regional management
Interviews with
other management
4
Chairs
TOTAL: 51
72
Commitment to the Environment
5.2 Environmentally Friendly
5.3 Suppliers
5
Area
A Benefit to the Community
• Job and wealth creation.
• Increased investment in the Community through Obra Social. EUR 500 million in
2008, with an estimated EUR 625 million in 2010.
Environmentally Friendly
• Achieve environmental quality label in branches of ”la Caixa”.
• Reduce paper consumption and waste.
• Increase the use of recycled paper to as much as 60%.
• Reduce emissions of CO².
• Reduce water and electricity consumption.
• Continue to hold events and actions raising awareness and in favour of good practices.
• Specific finance and investment products.
Suppliers
• Assure that every Special Management supplier assumes their commitments to
environmental risk and the principles of the Global Compact.
• Improve transparency in contracting (% tenders).
• Adjust terms of payment to agreed conditions.
• Improve level of satisfaction of relationship with ”la Caixa”.
”la Caixa” is the leading private Spanish
institution in terms of the volume
of resources it allocates to meeting
the needs and requirements of the
community, and it does so with solid
proposals and solutions to individual and
universal demands, both from a banking
and a social point of view.
74
The challenge for ”la Caixa” is to guarantee
fresh opportunities that have a positive impact
on progress and well-being of the community
through ordinary everyday acts and those of
Obra Social.
Employment and Wealth
”la Caixa” is the number one financial
institution in the country in terms of
presence. The 5,468 branches spread
throughout Spain, to which we must add
1 in Poland, 1 in Romania and a further
10 representative branches in various
countries, have become an important
motor for job creation. In fact, in the
period from 2006 - 2007 the institution
increased its workforce by the addition of
over 1,000 new employees.
The team of professionals at ”la Caixa”
has a vocation for service that contributes
to making the institution’s project a
reality. As a consequence of this natural
calling for service, ”la Caixa” has
become the leading financial institution
in terms of fulltime stable job creation
in Spain.
purchases from their own suppliers,
also make a contribution to GDP. When
it comes to calculating indirect effect,
the input-output table for the Spanish
economy is used, which provides data
for structure of intermediate goods and
services that are exchanged among
the different sectors in an economy.
According to this table, for every 100
Euros added value from the services
sector of financial intermediation,
to which ”la Caixa” belongs,
approximately 29 Euros are indirectly
generated in the entire economy. That
is to say, the overall effect is greater
than direct effect to the tune of 29%.
Active contribution and
positive impact
The direct contribution of ”la Caixa”
to the Spanish GDP over the past year
of 2007 was 0.43% of the overall
amount. In addition, other indirect
effects stemming from the activity of
the Institution also have an impact on
GDP and should be taken into account.
These effects are produced as a result
of the economic activity derived from
purchases from suppliers of ”la Caixa”.
In order to meet this demand, suppliers,
while at the same time increasing
Therefore, the sum of direct and
indirect contributions from ”la Caixa”
in 2007 represented 0.55% of Spanish
GDP.
Contribution and overall impact generated by the activity of ”la Caixa” during the financial year 2007 by
Autonomous Community
PRINCIPALITY
OF ASTURIAS
GALICIA
0.29 0.37
BASQUE
COUNTRY
CANTABRIA
0.37 0.48
NAVARRE
0.28
0.27
0.36
0.34 0.44
0.35
LA RIOJA
CASTILLA AND LEON
CATALONIA
0.32 0.41
1.36 1.75
ARAGON
0.30 0.38
0.33 0.42
COMMUNITY
OF MADRID
0.48 0.61
EXTREMADURA
CASTILLA-LA MANCHA
0.34 0.44
0.35 0.45
0.46
0.59
REGION OF
VALENCIA
BALEARIC ISLANDS
0.98 1.26
REGION OF
MURCIA
ANDALUSIA
0.46 0.60
0.49 0.63
Only direct
CANARY ISLANDS 0.43 0.55
Direct & indirect
CEUTA
0.27 0.35
MELILLA
75
Contribution by Autonomous Community
(in % of GDP of AC)
Dialogue and Institutional
Participation
”la Caixa” maintains an ongoing
relationship with several associations and
organisations both within the financial
sector as well as from other fields of
action. The following is a list of just some
of these collaborations ”la Caixa” is
involved in:
• Fomento del Trabajo (Spanish
Employment Development Agency).
• Barcelona Chamber of Commerce.
• Instituto Agrícola Catalán San Isidro.
• Ateneu Barcelonés.
• Sociedad Económica Barcelonesa de
Amigos del País.
• Spanish Confederation of Savings
Banks (CECA).
• The Conference Board.
• Spain – USA Council.
• Asociación para el Progreso y la
Dirección (APD).
• Barcelona Centro Financiero Europeo.
• Fundación de Estudios Bursátiles y
Financieros (Valencia).
• Patronato de la Escuela de Organización
Industrial - EOI (Madrid).
• United Nations Global Compact.
• El Club de Excelencia en Sostenibilidad.
The United Nations Global Compact
Social responsibility now plays a key role
at the core of every organisation and
enterprise. As a result, in 2005 ”la Caixa”
joined up to the United Nations Global
Compact. By way of this ethical, social
and environmental commitment,
”la Caixa” has adopted the ten
universally accepted principles of this
initiative as its own, which have a bearing
on the corporate strategy and culture of
institutions. The following are the ten
core values of the Global Compact:
• Respect the protection of internationally
recognised human rights
• Assure that its companies are not
complicit in human rights abuses.
• Uphold the freedom of association and
the recognition of the right to collective
bargaining.
• Eliminate of all forms of forced and
compulsory labour.
• Abolition of child labour.
• Support the elimination of
discrimination in respect of
employment and occupation.
• Support a precautionary approach to
environmental challenge.
• Undertake initiatives to promote greater
environmental responsibility.
• Encourage the development and
diffusion of environmentally friendly
technologies.
• Work against corruption in all its forms,
including extortion and bribery.
According to these principles, the,
integral commitment to social
responsibility and sustainability should
also be extended to the activity of
suppliers in order to guarantee a
complete commitment in every life
cycle phase of a product or service.
In this respect, since 2007 ”la Caixa”
has included an application clause for
all its suppliers, who with a two year
adaptation period, which provides for
the application of the commitments
established in the Global Compact in all
its activities.
In accordance with regular undertakings
of the Global Compact, ”la Caixa”
published its second Progress Report
corresponding to 2006. This year
in addition, a specific section has
been included within the Corporate
Responsibility link on the Institution’s
website, which includes progress reports,
news and activities of ”la Caixa” with
respect to the Global Compact.
76
Commitment to CSR
Parallel to its involvement in the
United Nations Global Compact,
since 2004 ”la Caixa” has been
involved with the Excellence
in Sustainability Club, the first
Spanish corporate platform in
matters regarding sustainability
and a benchmark business forum
in sustainable development.
The principal mission of this
institution is to promote the
development of sustainable
business practices in order to
contribute to business excellence
in terms of the environment and
social progress.
Moreover, ”la Caixa” has also
joined the European Alliance on
Corporate Social Responsibility,
with backing from the European
Commission, and whose objective
is to raise awareness among
enterprises and stakeholders and
improve CSR knowledge base.
A Charity for Social Progress
With a budget of EUR 400 million in
2007, ”la Caixa”’s Obra Social, which
can be translated as ‘Community Welfare
Projects’, occupies first position among
private Spanish foundations in terms
of resources devoted to community
welfare projects, the second position
in Europe and the fifth in the global
ranking. In this way, society reaps the
benefits of a substantial part of the
profits derived from the financial activity
of the Institution, through projects
and initiatives with substantial positive
impact. Specifically, in 2007 ”la Caixa”
allocated 25% of the Group’s overall
recurring profit to this type of activity.
Investment through Obra Social of
”la Caixa” is focused on social,
educational, environmental and cultural
projects. The aim is to effect a marked
improvement in the quality of life of
worst affected groups in the community
and to address some of society’s pressing
needs..
In 2007, Obra Social developed Caixa
Proinfancia a new programme dedicated
to households with small children in a
situation, or at risk of social exclusion.
The CiberCaixa Escolares were set up to
provide fun educational areas in schools,
especially aimed at children from socially
susceptible groups so that they may
be used during extracurricular hours.
It also introduced a drug prevention
programme targeting young people and
their families, with a help line, a guideline
booklet for school goers and another for
parents, as well as an exhibition.
In addition to these new initiatives, there
is a series of well established existing
programmes with a long standing
tradition, which are the very expression
of the community service calling of
Obra Social of ”la Caixa”: Voluntariado
(volunteer workers), Personas Mayores
(care for the elderly), CiberCaixa
Hospitalarias (hospital classrooms) and the
International Cooperation programs and
care for dependant persons. Among these
projects are those providing assistance to
special needs groups, such as the disabled,
young people, immigrants and the prison
population.
Obra Social of ”la Caixa” occupies the
first position among private Spanish
foundations in terms of resources
allocated to community welfare
projects, second position in Europe
and the fifth in the global ranking
Other lines of action carried out by Obra
Social of ”la Caixa” include the promotion
of academic excellence and furthering
equal opportunity by way of study
scholarships, protecting nature reserves,
and the dissemination of cultural and
scientific knowledge.
If in 2007, ”la Caixa” allocated EUR
400 million for Obra Social, the budget
for 2008 is predicted to be somewhere
in the region of EUR 500 million. In
total, the institution estimated the total
number of participants and beneficiaries
of its activities to be around 25 million.
Furthermore, ”la Caixa” stresses its social
nature on an ever-increasing scale, and in
this respect it has made a firm undertaking
to increase this budget to a minimum of
EUR 625 million by 2010.
77
In 2007, Obra Social of ”la Caixa”
focused its attention on social groups
with very specific concerns (young
people, immigrants, dependant
persons, etc.)
”la Caixa” has made a firm
undertaking to increase this budget
to a minimum of EUR 625 million
by 2010
2008 will see an increase in community
welfare activities promoted by Obra
Social and over 60% of the overall
budget will be allocated to these projects.
Special attention will be given to projects
devoted to eliminating poverty and
protecting socially disadvantaged groups.
Among the new features in 2008, one
that should be highlighted is the infant
immunisation programme that Obra
Social will carry out in collaboration with
Gavi Alliance, the first global alliance
to extend immunisation coverage and
to combat infant mortality. It will also
participate in a programme to promote
healthy eating habits targeting young
people and families and another
programme to provide psycho-social
assistance to people suffering from a
terminally illness as well as their families.
Total investment ”la Caixa” in Obra Social (EUR million)
399
303
246
Finally, one of the most important
milestones in 2008 will be the
inauguration of CaixaForum Madrid, the
headquarters of Obra Social ”la Caixa” in
the Spanish capital city.
05
06
% increase on figure from previous year
07
2005
2006
2007
—
23.2%
31.7%
25%
25%
25%
% of total investment managed directly by Community Welfare
Projects Commission ”la Caixa”
37.8%
44.7%
36.9%
% of total investment managed by the Foundation ”la Caixa”
62.2%
55.3%
63.1%
% of Group ”la Caixa” recurring profit
78
Investment and participation data by programme
2005
2006
M. euros Nº Ast. M. euros Nº 2007
Ast. M. euros Nº
Ast.
Social
119
24,438
6,169,941
160
25,874
7,509,397
256
Education
19
840
633,796
19
1,505
668,567
23
1,360
Cultural
64
1,766
2,022,563
66
2,354
6,456,136
59
5,548 10,840,264
Environment and Science
44
914
3,692,253
58
1,461
4,010,618
61
6,226 4,830,602
TOTAL
246
27,958 12,518,553
303
31,194 18,644,718
399
45,379 24,640,137
Corporate Volunteer Work
More and more, corporate volunteer
work is an integral part in the philosophy
of the Institution. This is a tool, highly
valued by society, which has been made
possible by the goodwill of hundreds
of employees who have chosen to
devote their free time to projects that
have a positive effect on the day-today lives of thousands of people. The
aim of ”la Caixa” corporate volunteer
work is to foster potential action of the
Institution’s human resources, as well as
promoting volunteer work in general and
strengthening social fabric.
Currently, ”la Caixa” has 45 volunteer
associations present in 46 Spanish
provinces, made up of 2,107 volunteers.
Of these, 92% are active employees
and the remaining 8% are retired.
”la Caixa” comprehends that each of
these associations is independent and,
therefore, have complete freedom
to choose the volunteer projects they
wish to get involved in. In 2007,
”la Caixa” transferred a total amount of
EUR 257,600 to these associations, with
which 867 volunteer actions were
carried out.
32,245 8,345,978
623,293
Corporate volunteer work at
”la Caixa” is social needs-driven through
collaboration with all regional branches
and this assistance is put into practice
on two levels: volunteer work in contact
with those in need, through which
volunteers participate in social institution
programmes and carry out important
tasks in benefit of these individuals, and
management volunteer work, where
volunteers of ” la Caixa” assist social
institutions in administrative labours,
management, fundraising, internal
organisation, etc.
In October 2007, ”la Caixa” was
awarded the Andalusian Award for
Volunteer Work in the category of
Business Project for its community
commitment, vocation for service and
work in benefit of the general interest.
In order to assure optimum growth of
corporate volunteer work programmes,
the Institution has undertaken the
training of volunteers in community
project policy and decision making.
Corporate volunteer work is a tool
highly valued by society and which
is made possible by the goodwill of
hundreds of workers who identify
with the projects of Obra Social
2006
2007
45
Associations of volunteers
44
Number of volunteer employees
1,350
Volunteer participation in
community actions
79
11,755
2,107
13,801
Successful volunteer work
The Corporate volunteer work programme of Obra Social
”la Caixa” has put together and published in book form a set of
Buenas Prácticas en la Gestión de Voluntariado (Good Practices in
Volunteer Work Management) so that any other institution may
repeat the experience with similar guarantees of success. In order
to do this, over one hundred heads of institutions that work with
volunteers were interviewed, bearing in mind the management
cycles of volunteer work for each organisation. Based on these
experiences, each institution may reflect upon their situation and
enhance an improvement in the area of coordination of volunteer
work that results in a benefit as much for the organization as for
those who collaborate with it.
This publication joins the Guía para Promover el Voluntariado
desde la Empresa (Guide to Promote Volunteer work from within
the Enterprise) which was presented by Obra Social in 2006.
”la Caixa” and Child Poverty
Throughout 2007, a series of actions
have been put in motion with the aim to
facilitate the process of social integration
for families with small children in
situation of risk of social exclusion.
a greater disadvantage and whose needs
are not entirely covered by public services.
School clothing, orthopaedics, educational
psychology attention, as well as care
during early childhood are just some of the
examples of the areas of action.
In Spain alone there are in excess of eight
million people living in relative poverty,
five percentage points above the average
for the European Union member states.
Specifically, it is estimated that 13.3%
of Spanish children live in conditions of
poverty.
In 2007, ”la Caixa” allocated EUR 41
million budgeted for the CaixaProinfancia
programme, with a scope of action
which takes in ten Spanish cities: Madrid,
Barcelona, Valencia, Seville, Malaga,
Saragossa, Murcia, Las Palmas, Palma de
Mallorca and Bilbao.
As a result, within the framework of the
European strategy on social inclusion
Obra Social ”la Caixa” has reinforced its
commitment to the fight against child
poverty by setting up the programme
CaixaProinfancia, an economic aid fund
targeting families with children under the
age of 16.
In this way, the Institution hopes to raise
awareness and mobilise society as a
whole. The goal is that this aid reaches
families with young children, living in
Spain’s larger towns and cities, who are at
80
Obra Social ”la Caixa” has reinforced
its commitment to the fight against
child poverty. In 2007, it set up the
CaixaProinfancia programme, an
economic aid fund targeting families
with children under the age of 16 at
risk of social exclusion
Programa Incorpora, Integration into Working Life
Through its Programa Incorpora, Obra Social of ”la Caixa”
supports the incorporation into working life of those groups
at risk of social exclusion, such as, persons with physical,
intellectual or sensorial disability, young people with
difficulty accessing their first employment, persons over
the age of 45, who lack work experience, immigrants, the
long-term unemployed or women who have been victims of
domestic violence.
responsibility programme which promotes integration into
working life as a first step towards social integration of these
sectors of the population.
Currently, there are over 3,000 companies who are actively
involved in the initiative, which in previous months has been
strengthened by the signing of a cooperation agreement
between ”la Caixa” and the Fundación Pimec. New
employment opportunities in companies will be generated
as a result of this collaboration, a fact that will be made
possible by the establishment, in conjunction with 167 social
institutions at a state-wide level, of a network of professionals,
experts in incorporating persons into working life.
One of the principal axes of the Programa Incorpora, which
since its origins has assisted almost 8,500 individuals in
incorporation into working life, is to provide the Spanish
business community with the service of a social corporate
First Edition of the
Incorpora Awards
In recognition of the companies
involved in the programme and
which voluntarily integrate social
concerns within their business
strategy, Obra Social of ”la Caixa”
convened the first edition of the
Incorpora Awards, to be held in
2008.
International Cooperation
Since 1997, the International
Cooperation programme, set up by Obra
Social of ”la Caixa”, strives to eliminate
poverty in the most harshly stricken areas
of our planet. The aid, for collective
projects of solidarity on four of the five
continents, is a result of the collaboration
between ”la Caixa”, non-governmental
organisations and local institutions.
To coincide with its tenth anniversary, a
total of 345 projects have been selected,
81
with an overall budget in excess of EUR
31.5 million. Specifically, in 2007, EUR
8.3 million was allocated to promote
socioeconomic development projects in
Peru, Ecuador, Nicaragua, Bolivia, Ethiopia
and Angola. ”la Caixa” estimates the
total number of beneficiaries from these
projects to be somewhere in the region
of 275,000 persons.
As part of the international actions
developed under the programme, other
initiatives have been set in motion to
promote the raising of equity capital in
Africa, thereby strengthening training for
upper and mid-level professionals with
the aim of improving basic social services.
Furthermore, in the field of humanitarian
action, this programme includes activities
focused on the protection and aid for
victims of natural or human disasters, in
the case of armed conflicts, and its direct
consequences. These activities are carried
out with contributions from Obra Social
”la Caixa”, ethical and joint investment
funds of FonCaixa Cooperación and the
new Depósito Estrella Solidario, as well
as donations received from the general
public.
Apart for economic assistance, from
the point of view of the International
Cooperation programme it is considered
essential that our society is acutely aware
of the realities facing disadvantaged
countries. As a result, conferences and
seminars are organised by experts offering
direct testimony and fostering analysis
and social debate. In this respect, the
programme affords priority to training
in management, internal administration
of non-governmental development
organisations (NGDO), by way of the
Training Programme in NGO Management
and Administration, as well as the Training
Programme in NGDO Leadership and
Social Innovation.
At the same time, training courses are
organised in Humanitarian Action,
aimed at technical officers within the
organisations. The aim of these courses is
to contribute to improving the quality of
humanitarian actions by way of improving
instruments for the evaluation of same.
Holidays devoted to solidarity
”la Caixa” has set in motion the CooperantesCaixa programme. The aim
of this project is to improve the day-to-day living conditions in towns
in developing countries, while at the same time offering solutions
to the personal concerns of volunteer employees who make up the
team of corporate volunteer work programme of the Institution. This
programme provides NGOs with the professional profile of candidates
so they may choose those that best suit their needs.
This year saw the first edition of the programme, which provided
training for 11 employees who later devoted their holidays to
supporting the work of the counterpart NGOs that collaborate with
”la Caixa”. The country chosen for the first pilot test was Ecuador.
In 2008, the second edition of the programme will be held and will
open up to new countries and NGOs. Successful candidates will be
chosen through a professional selection process by a Human Resources
consultancy firm, as well as having to attend on-line training courses.
Economic donations will be increased to the sum of 2,300 Euros for
every volunteer.
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In 2007, and to coincide with its
10th anniversary, the International
Cooperation programme has organised,
among other initiatives, the 2007
”la Caixa” calendar, devoted to the
projects supported by Obra Social, it
has introduced Fair Trade products
to the Spanish market, such as new
sweets at ”la Caixa” branches, and it
has also provided new products for the
Institution’s Puntos Estrella catalogue
Contribution to the
Dissemination of Knowledge
”la Caixa” contributes to the
dissemination of knowledge and
information through publications and
other activities organised by its Research
Department and through Obra Social.
Publications by the ”la Caixa”
Research Department
Through its publications, the ”la Caixa”
Research Department aims to disseminate
knowledge and information regarding
economic and social realities, with the
objective to generate debate and Exchange
of experiences between all sectors of society.
All publications are available in electronic
format on the Research Department website
(www.laCaixa.es/estudios). Below are some
of the main collections:
• Monthly Report. Offering synthesis of the
economic situation on a monthly basis
as well as information regarding the
development of Spanish and international
financial markets with due attention given
to the most immediate context of the
Euro zone. Published in Catalan, Spanish
and English, this report is prepared by
economists at the Research Department.
• Economic Studies Collection. Monographs
concerning the economy and business
management prepared by experts in the
material. Since 1994, 35 volumes have
been edited.
• Autonomous Community Collection.
Collection that aims to perform a
strategic individualised diagnostic of the
various Spanish economic territories.
The collection began in 2007 with the
first volume dedicated to Galicia.
• ”la Caixa” Economic Papers.
Monographs offering in-depth
analysis of various interesting aspects
of the Spanish and international
economy. The documents are prepared
by economists at the Research
Department.
• Spain Economic Yearbook. Offers
statistical socioeconomic information
of each municipality aimed at a wide
business community, professionals
and individuals. The publication can
be consulted like a database on the
Research Department website.
Parallel to this, the Research Department
at ”la Caixa” edits, exclusively in English,
the publications ”la Caixa” Economic
Papers and ”la Caixa” Working Papers,
targeting the scientific and professional
community. Working papers are only
available in electronic format.
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Social Studies by Obra Social
The Collection of Social Studies constitutes
an instrument for the analysis, reflection and
debate on the social reality of our times, based
on the publication of benchmark studies in
the area of social sciences. The pursuit of the
publication is to be advisory, without shying
away from the complexity resulting from
rigor, objectivity and scientific pluralism.
Each volume aims to highlight social
aspects for public debate and underline
the factors which deserve special
attention and which can be addressed
by way of focused action in order to
contribute to the fight against exclusion
and the integration of vulnerable groups.
With 23 volumes edited to date, the
subjects dealt with such as immigration,
the elderly, dependant persons, housing
policy and family policy, are all of great
importance to our society.
In 2007, Obra Social of ”la Caixa”
presented the following titles: “The
immigrant entrepreneur in Spain”;
“Adolescents facing alcohol”; and
“Intergenerational Programmes”.
”la Caixa” Chair of Economy
and Society
The aim of the Chair, created towards the
end of 2005, is to foster a broad series of
academic initiatives, with a commitment
to being intellectually demanding,
regarding the principal issues which
interest and concern today’s society.
These initiatives carried out in different
Spanish cities are promoted by the
Research Department at ”la Caixa”.
Together with this series of conferences
the Chair also programmed a series of
Master Classes. These classes endeavour
to provide systematic developments in
important issues affecting the culture
of our time, both in its humanistic
and scientific dimensions and always
applying the inexorable criteria of
intellectual excellence. These were
developed in several sessions and a
diploma accreditation was provided upon
completion.
”la Caixa” Chair of Corporate
Social Responsibility and Corporate
Governance
In 2005, ”la Caixa”, in association with
the IESE Business School, created the Chair
of Corporate Social Responsibility and
Corporate Governance. This initiative aims
to broaden the knowledge base regarding
the possibilities available in the current
economic framework to affect ethically
responsible and socially committed
corporate action.
In 2007, seven master classes were
programmed: “One European Law
governing contracts? (A review of the
problem)”; “Identity and democracy:
the origins of political friendship”;
”Geostrategy and economy of
water: an issue for the 21st century”;
”International financial integration:
risks and opportunities”; ”Chemistry,
environment and sustainable
development”; “Democracy in crisis and
recovering public space”; and “Quantum
physics, IT and communications: a new
technological era for the 21st century”.
The ”la Caixa” Chair organises a yearly
gathering, known as the Business Forum,
which brings together Presidents, CEOs
and General Managers of some of the
most important Spanish companies. It also
programmes expert symposia and master
classes given by internationally renowned
academics and industry leaders.
In this respect, the ”la Caixa” Chair
of Economy and Society programmed
a series of four conferences in 2007,
“Education and values in an open
society” in which several illustrious
famous faces have taken part, like for
example Ángel Gabilondo, José Antonio
Marina, Victoria Camps and Carlos
Castilla del Pino. Also in 2007, two
conferences were held titled, “Latin
America and Spain: the 21st century
or the 1960’s?”, “Spain’s moment in
Europe” and “Hopes and challenges
of oncology research in Spain”, given
by, respectively, Julio María Sanguinetti,
Jorge Semprún and Joan Massagué.
84
Throughout 2007, the activity of the Chair
was focused on disseminating knowledge
and research through actively organising
several meetings relating to corporate
social responsibility.
Sponsorship and Patronage
Year after year, ”la Caixa” strives to take
an active part, and be present in diverse
popular and far reaching social, cultural
and sporting events. For this, it carefully
selects the events with which to associate
its brand image.
”la Caixa” comprehends that, far from
merely generating some favourable
publicity, sponsorship is also an excellent
opportunity to collaborate with social
and cultural institutions on a national and
local level, and whose work goes toward
the overall progress of society.
ADO Programme
As part of its commitment to society,
”la Caixa” fosters the professional career
of top class athletes by collaborating
actively with the Olympic Sports
Association (ADO in Spanish). Nowadays,
ADO is an entity which brings together
the cream of Spanish athletes and which
has close ties with the Spanish Olympic
Committee (SOC) and the Spanish High
Council for Sport. Backing the ADO
programme is a clear effort to support
Olympic training and preparation for our
best sporting figures.
The Prince of Asturias Foundation
In line with the philosophy of
maximum social involvement,
”la Caixa” offers its support to the
Prince of Asturias Foundation, one
of the cultural institutions with the
longest standing tradition in Spain.
It is a well known fact that the
foundation promotes the celebrated
awards of the same name, which are
presented in acknowledgement of
the work of individuals in such diverse
areas as the arts, literature, concord,
international cooperation or sport,
among others.
The Prince of Asturias Awards
contribute to highlighting the work of
individuals, who through their efforts
–on occasions with widespread
media coverage, other times in virtual
anonymity– benefit society. Among
those who have received awards
are some internationally acclaimed
figures like, Ryszard Kapuscinski, Bob
Dylan, Al Gore, Vinton Cerf, Arthur
Miller, Michael Schumacher, Paul
Auster, Joan Massagué, and a very
long list of etceteras.
A substantial number of employees
from Head Office and the Regional
network of ”la Caixa” participated
in the 16th TV3 Marató
The TV3 Marató
Since 1992, ”la Caixa” has given
its operative and technological
support to the TV3 Marató.
Specifically, it manages the
collection of donations and
provides the entire technical
infrastructure required to
retrieve telephone donations:
from printers and supplies, to IT
programmes, faxes installed in
call-in centres located all over
Catalonia, and since 2007 account
for six rooms.
As on previous occasions, in the
16th TV3 Marató, a substantial
number of employees from Head
Office and the Regional network
of ”la Caixa” participated in
the event. For its part, the
Institution’s Corporate Volunteer
Association also helped out by
answering calls from the public .
85
5.2 Environmentally friendly
Being environmentally friendly in ”la Caixa”
is a reality that extends to all projects,
services and products, from the specific
measures put in place for the network of
branches, to the more ambitious projects of
Obra Social.
In this respect, ”la Caixa” goes one
step beyond the normative framework
and seeks the involvement of the entire
workforce of the institution. The objective
is to achieve excellence in sustainability
in every process it undertakes and all
consumption arising from within the
organisation.
For the institution, environmental
responsibility is the responsibility of
everyone, customers, employees and
associated companies. For this, ”la Caixa”
expresses this commitment in concrete
terms along six lines that guarantee
environmentally friendly productive
processes.
Firstly, the verified environmental
management system, subject to regular
audit and review by Head Office,
corresponding to an internal and external
auditing and EMAS, as well as in the
Catalonia branch network. Secondly, the
institution has adopted and implemented
the United Nations Environment
Programme Finance Initiative. Furthermore,
”la Caixa” fosters and finances
enterprise related to the protection of the
environment and carries out awareness
raising activities targeting its stakeholders.
The Institution organizes a wide variety
of actions to disseminate knowledge and
protect nature through the efforts of its
Obra Social section. And finally, in 2007,
”la Caixa” adopted the guidelines of the
Equator Principles.
Being environmentally friendly is
a reality extending to all ”la Caixa”
projects, services and products
”la Caixa” operates in a completely
environmentally friendly way through
verified environmental management
systems; the adoption of the United
Nations Environment Programme
Finance Initiative; by fostering and
financing enterprise related to the
protection of the environment;
involving the entire workforce of the
Institution in improvements and by
carrying out a wide range of activities
to disseminate knowledge and
protect nature through the efforts
of Obra Social
Environmental Management
Environment Committee
Currently, ”la Caixa” has numerous
employees devoted to environmental issues
on a part-time basis. The Environment
Committee was set up in 2003, is
permanently comprised of the Auditing,
Efficiency, Head Office and Human
Resources departments and on a nonpermanent basis, by any other area that is
affected by the issues to be dealt with.
The Committee meets a minimum of
twice a year and its functions include
establishing, approving and maintaining an
updated management programme in order
to achieve the established goals in terms
of environmental policy of ”la Caixa”.
The Committee’s actions are focused
on aspects affecting energy efficiency,
paper consumption, water consumption,
awareness, communication and
participation, risk management and trade
management, among others.
Responsible objectives
Among the most significant
objectives ”la Caixa” has
set itself in terms of being
environmentally friendly in 2007,
are the following:
• To promote selective collection
of paper at source.
• To increase the use of recycled
paper.
• To extend the use of e-billing.
• To raise awareness about
reducing consumption and
promoting good practices.
• To expanding e-file for finance
operations.
• To introduce specific finance
and investment products.
• To propose the extension of
Ecolabel to branch networks
in other Autonomous
Communities as well as
Catalonia.
• To research tools for calculating
environmental risk of credit
portfolio.
Overall number of
Environmental Committee
meetings held
5
05
86
2
2
06
07
Standards and Regulations
The ISO 14001 standard and the
European regulation 761/2001 (EMAS)
are the two certifications that seal the
Institution’s Environmental Management
System. Their application was first begun
in 2003, in the Head Office building,
located in Barcelona. Sumasa, an affiliate
company of ”la Caixa” is also ISO 14001
certified.
With the aim of facilitating dissemination
of these policies among its stakeholders,
”la Caixa”, has outlined the most
significant points in more concrete
terms in the Environmental Declaration,
available to the public on the Institution’s
corporate website and at The Property
Register.
Internal and external audits are
performed on a yearly basis to verify
that ongoing improvements to the
services are implemented and to
renew corresponding environmental
certificates
branch networks has been certified by
AENOR. Currently, ”la Caixa” is aiming to
propose the extension of the Ecolabel to
other autonomous communities outside
Catalonia.
Environmental quality assurance Label
In 2006, ”la Caixa” became the first
financial institution to achieve the
environmental quality assurance label
for its branch network in Catalonia. The
Ecolabel is another step in the Institution’s
environmental commitment to ongoing
improvement in environmental practices
and is also significant of a response to
concerns made patent by some of its
more environmentally aware customers.
Published as the Catalonian Government
Ministry of Environment and Housing
resolution MAH/1389/2006, the
creation of the environmental quality
assurance label for customer service
Nº EMAS or ISO 14001 certifications which ”la Caixa” holds.
In 2007, apart from renewal of the EMAS
certification, SGMA ISO 14001 and the
internal MA audit, ”la Caixa” obtained
the OHSAS 18001 certification in
Prevention of Occupational Hazards.
The Ecolabel is another step in
the Institution’s environmental
commitment to ongoing
improvement of environmental
practices and is also significant of a
response to concerns made patent
by some of its more environmentally
aware customers
2005
2006
2007
2
2
2
Nº of employees affected by EMAS or ISO 14001 Standard.
1,564
Overall investment allocated by ”la Caixa” to maintenance, implementation and
certification of EMAS or ISO 14001 (in thousands of Euros).
Integrated within overall management
of activity.
Overall number of products developed and marketed by ”la Caixa” which come
under the umbrella of the EMAS certification system.
General corporate services and all financial
products and services.
Overall number of branches affected by Ecolabel.
1,775
Overall number of employees affected by Ecolabel.
1,808
8,746
Overall number and type of fines or legal sentencing against ”la Caixa”
for non-compliance with environmental regulations.
1,788
87
0
0
0
Legal compliance and other
environmental activities, beyond
the regulatory framework
”la Caixa” has also made several legal
commitments, among which the most
notable are, updating management
system with new regulations, the
impetus to achieve the legalisation of
diesel deposits, and the presentation of
the plan to minimise waste in the Waste
Disposal Agency.
Institutional Participation
”la Caixa” has also contributed to
several forums, conventions and work
groups aimed at disseminating good
practice in environmental management.
The benchmarking conferences of
the Excellence in Sustainability Club
in Port Aventura, the work group of
stakeholders in ASPAPEL, the conference
to disseminate EMAS + Agenda 21, the
1st Convention of Senior Management
of Real Estate and Savings Bank General
Services, or the presentation of the ecoshopping manual of ”la Caixa” at the
conference held for the Global Compact
in the IESE, are just some examples.
Moreover, ”la Caixa” has adapted
its management system to include
several legal commitments, among
which the most notable are, updating
management system with new
regulations, the impetus to achieve
the legalisation of diesel deposits,
and the presentation of the plan to
minimise waste in the Waste Disposal
Agency.
United Nations Environment
Programme
Since September 2003, ”la Caixa” has
been signed up to several voluntary
commitments, among which the
most notable is the United Nations
Environment Programme Finance
Initiative (UNEP-FI). By becoming a
signatory of the Statement by Financial
Institutions on the Environment &
Sustainable Development, ”la Caixa”
has adopted a commitment in favour
of sustainable development, inclusion
of environmental aspects in financial
sector operations and services, as
well as in favour of awareness and
communication.
88
”la Caixa” at the Doing
Good and Doing Well
Conference
In March 2007, the United Nations
Environment Programme Finance
Initiative for Financial Institutions
(UNEP-FI) was invited by ESADE
and IESE, as part of their MBA
programmes, to participate in the
4th edition of the Doing Good and
Doing Well Conference, the leading
student conference on responsible
business in Europe.
Within this framework, ”la Caixa”
and the UNEP-FI Secretariat spoke
about CSR and competitiveness
in the financial sector, providing
information and sharing experience
on good business practices as well
as the programmes developed by
the financial Institution in this area.
Overall, more than 350 people took
part in the conference between
students, university lecturers and
professionals.
Environmental training and
awareness
Raising awareness and consciousness
among the public are the axes upon
which any environmental related policy
should rest. Consequently, all material
regarding environmentally friendly
practices are central to the training
programmes at ”la Caixa”.
The value of leading by example
For ”la Caixa”, giving example is a basic
requisite attitude in order to better spread
the message regarding environmentally
friendly practices. Therefore, through
Virt@ula, employees have access to an
environmental awareness course, which
is especially recommended for employees
who have just joined the company.
The aim of the course is to introduce
employees to the basic terminology of
sustainable development and to measure
the impact of work activities and the
day-to-day tasks of the Institution
and its environment. This course is
designed, among other practical aspects,
to demonstrate how environmental
management affects the daily activities
of each employee and possible ways to
participate in improving management
procedures.
workforce at ”la Caixa” is qualified and
responsible to act in accordance with the
specified environmental requirements,
both in procedural aspects and internal
regulations.
A proactive approach must articulate all
these sustainable practices, and therefore,
”la Caixa” invites its employees to
transmit their environmental initiatives
directly by way of a mail box set up
specifically for this purpose.
Great ideas in the Inbox
All employees are responsible
for taking an active role in the
improvement of the branch
environment, and this is why
there are regular competitions
for new ideas, selected and put
into practice and published in the
in-house magazine. By promoting
suggestions, ”la Caixa” wishes
to reinforce the use of a
suggestion’s box to collect ideas
for environmental improvement.
These ideas are later analysed by
the Environment Committee.
Throughout 2007, 1,853 employees
of the Institution took part in the “ISO
14001 Environmental Management
System” training course, with 1,133
having completed it, with a total of
16,995 training hours devoted to
this issue. The aim is that the entire
In Virt@ula, employees have access to
an environmental awareness course,
which is especially recommended for
employees who have just joined the
company
89
Parallel to this, ”la Caixa” has given
priority to the initiative to foster the
use of consumption data sheets for
every centre. The information gathered
is to promote good practices among
employees, especially with the aim of
sensitizing staff as to correct use of waste
and recycling bins.
One of the most significant steps towards
promoting suitable use of document
printing is the addition of the ecological
message to all e-mails and in ATMs. In
terms of sustainable mobility, ”la Caixa”
has provided employees with a bicycle
park (interior and exterior)..
Last but by no means least; a forum
was set up in September 2007 titled ‘A
Debate on Ecology’ in the Institution’s
corporate Intranet service. Already,
there have been 176 contributions
from 133 employees, almost entirely
targeting energy saving and paper
recycling. One of the most popular
initiatives in the forum is the suggestion
to place a limit on summer/winter
temperatures in centres. Also, there
were 126 suggestions with reference to
environmental issues from employees
during 2007.
“Debate on Ecology” forum in the ”la Caixa” Intranet
The Font size of the different texts highlights the quantity of coinciding
opinions between forum participants in “Debate on Ecology” about one
single issue. Therefore, anything related to reducing, recycling and reusing
paper, plastic and water is the main concern of forum members. The next most
popular suggestion is the generalised proposal to use electronic alternatives to
traditional use of paper, moderate room temperature in branches, only print
documents when essential, use double-sided printing, and the systematic use
of recycled paper, as well as centrally disconnecting machines, are just some of
the more popular concerns to be found among employee contributions.
This reduction automatically implies a
decrease in waste and therefore a double
saving, both at the source and in the end
treatment process. Consequently, regular
monitoring of measures adopted to optimize
the consumption of both resources is being
carried out.
Overall, during 2007 direct costs of
environmental management have increased
to 65,141 Euros.
A campaign was run in November
and December under the title,
“Don’t forget, the preferred
comfortable temperature in winter
is 20º C”. The initiative included
banners on the Institution’s corporate
Intranet and sending a thermometer
as a Christmas present to every
branch
Reducing Direct Environmental
Impact
”la Caixa”’s commitment to the
Environment on a daily basis results in
a series of measures aimed at reducing
its impact. Although the activity of the
Institution does not cause a very significant
environmental impact, the most serious
effects are in the areas of paper and electric
power consumption, areas in which the
company wishes to reduce consumption.
Internal consumption: Indicators and
initiatives for Improvement in Head
Office and Regional Network
Branches
In order to contribute to reducing the
environmental impact resulting from
materials and components used in building,
use and maintenance of a branch, ”la Caixa”
has carried out a Life Cycle Analysis (LCA) of
its bank branches. This type of investigation
permits identification and classification by
priority of options to reduce the impact and
environmental toll of a branch.
Electric power
”la Caixa” has defined a number of
formulas for energy saving in centralised
systems by adopting new lighting criteria.
Examples include, lighting controls, photoelectric cells and motion detection. These
systems allow for a significant energy saving
in areas where human presence is much less
frequent, such as toilets, filing rooms and
basements.
90
Furthermore, all PCs and TFT monitors
in the Institution are FCC, Energy Star
and GS mark (TUV) certified, thereby
guaranteeing lower consumption and
more efficient energy use.
Moreover, improvements have been made
to the lighting fixtures in the building
by replacing them with more efficient
models, with a pilot test carried out on
the 15th floor of the Head Office building.
Night cleaning procedures have also been
affected by the energy saving initiatives.
In more concrete terms, the cleaning
of the building has been reorganised
and since November, Head Office can
now turn off as much as 50% of its
lighting at night. A new policy regarding
night time lighting has also been set in
motion in branches (signs, emergency
lighting in the back-office, ATMs…). This
control and monitoring of electric power
consumption in branches will enable the
institution to carry out awareness raising
acts in upcoming financial years, as well as
reporting on consumption in the Regional
network.
Night cleaning at Head Office in
Barcelona has undergone a complete
overhaul. Since November, 2007, the
building can now reduce lighting by
50% at its facilities during the night
Less light, longer life
On February 1st, 2007, ”la Caixa”
took part in the global action
against climate change, organised
by the Alliance for the Earth, an
initiative that brings together
over 70 ecologist, scientific and
consumer associations. Head
Office in Barcelona (Avenida
Diagonal 621-629), as well as in
Madrid (Paseo de la Castellana,
51) turned off the lighting in
both buildings in an aim to raise
awareness about climate change
and the impact which energy
consumption has on it.
Diesel
Diesel consumption is at a minimum
given that it is only put into operation
in emergencies. The increase in 2007
corresponds to 463 hours use (144
in 2006) as a result of maintenance
requirements, an internal power cut in
December and principally, a total power
failure by the electric power supply
company in August in the entire city of
Barcelona.
Water
Water consumption, for both the central
buildings and the branch network and
”la Caixa” company buildings is supplied
by the municipal water network. Among
the measures introduced to save water
consumption, the Head Office building in
Barcelona uses a system to reduce water
discharge time for domestic water taps,
one of several systems, in addition to
the replacement of the cooling towers
in 2005. In 2007, after carrying out
actions to improve water treatment and
performing a general study into the
suitability of ornamental fountains, with
the aim to reduce water and biocide
consumption, the decision was taken to
replace the fountains with a landscaped
garden area.
The increase in water consumption
in 2007 may be considered a natural
process, nevertheless, ”la Caixa” has
decided to treat it as a significant event
and to investigate new water saving
measures.
Paper
In 2006, ”la Caixa” introduced one
permanent environmental awareness
initiative regarding the printing of
documents, which benefits consumption
of the most significant waste product
in the Institution: paper. This is now a
well established policy regarding paper
consumption and targets both employees
and customers alike. The aim is to avoid
printing whenever possible and if not,
to print one single copy of a document,
with a second copy optional.
Currently, somewhere in the region
of 40% of paper used is recycled and
the goal is to reach 60%. The Audit
department has included this measure
in its performance protocol in branches.
Office material has been replaced
by recycled material in many cases
(employee business cards, folders, files,
etc.).
If it’s on-line, it’s sustainable
”la Caixa” has placed the Personalized
Correspondence Service at the disposal
of its customers, thereby replacing the
sending of a posted letter with electronic
documents. The measure has reduced
paper consumption required to produce
statements and envelopes. In general
terms, ”la Caixa” has reduced the
number of printed communications it
sends to customers by an overall amount
in excess of 42.9 million in this past year.
In Línea Abierta services, by unifying the
documents sent to customers and the
91
Single Invoice, it has contributed greatly
to rationalizing paper consumption,
not to mention the CaixaMóvil warning
service, included among the services
provided by the on-line platform.
Digitalization is one of the most important
processes which affects the vast amount
of information ”la Caixa” accumulates
between contracts, documents,
signatures, etc. Moreover, it has enabled
a significant reduction in storage,
retrieval, consultation and transmission of
documents in paper format.
Over the last two years, new electronic
panels have also been introduced in the
branch network to reduce the number
of printed pages. Furthermore, the
electronic file has been implemented in
branches and the employee in-house
magazine is now edited in an electronic
version. Other measures that effect a
reduction in paper consumption are
the sending of Curriculum Vitae and
Christmas greetings in electronic versions
only.
The most significant challenges facing
the company in 2008 include the
introduction of electronic salary slips,
which will contribute to providing greater
access for employees to information
through their portal, as well as effecting
an improvement in paper saving and
environmental impact.
Indicators of the direct environmental Impact
Consumption of Natural Resources
2005
2006
2007
85,369.9
90,701.90
95,132.7
54.55
55.17
57.83
—
+ 6.2%
+4.8%
Total diesel consumption
1,547
3,023
6,770
Total diesel consumed per employee
1.09
2.02
4.54
114
224
501
CO2 emissions per electric power consumption (Tn)
9,953
9,837
10,398
Total tons of CO2
10,067
10,060
10,899
Total water consumption
56,133
75,036
76,036
Total water consumed per employee
35.87
45.64
46.56
—
+33.6%
+1.3%
100,000
120,912
115,868
62.85
72.45
65.38
”la Caixa” 43%
Sumasa 110%
Vivenda Assequible 11.8%
”la Caixa” 42%
Sumasa 102%
”la Caixa” 40%
Sumasa 136%
Electric power (GJ) (1)
Total electric power consumption (4)
Total electric power consumed per employee
% electric power saving (reduced consumption)
Diesel (GJ) (2)
CO2 (Tn) (3)
CO2 emissions per diesel consumption (Tn)
Water (m3)
% water saving (reduced consumption)
Paper (Kg)
Total paper consumption
Total paper consumed per employee
% paper saving (reduced consumption)
(1) Conversion factor: GJ for Kwh: 0.0036. Source: GRI Technical protocols.
(2) Conversion factor: GJ for gallon of diesel (3.78 litres): 0.138. Source: GRI Technical protocols.
(3) Conversion factor: kg of CO² for litre of diesel: 2.7. Source: Spanish automotive sector. In-house study prepared from data for the sector as well as average emission
factors as recognized by available technology.
(4) Data for electrical energy and water consumption include data from ”la Caixa” Head Office and Sumasa.
Data for diesel and CO² emissions includes data for “la Caixa” Head Office.
Data for paper consumption for 2005 and 2006 includes data for ”la Caixa” Head Office, Sumasa and Vivenda Assequible and in 2007 data includes information from
”la Caixa” Head Office, Sumasa, Vivenda Assequible and ServiHabitat.
92
Indirect energy consumption broken down by primary energy consumed (GJ)
”la Caixa”
2005
2006
2007
Biomasa 1,969
2,092
2,194
110,433
117,330
123,092
3,927
4,172
4,377
12,972
13,782
14,459
104,640
111,175
116,634
Petrol
23,232
24,683
25,895
Wind
1,620
1,721
1,806
Coal
Natural gas
Hydro power
Nuclear
Conversion factor: GJ for Kwh: 0.0036. Source: GRO Technical protocols.
Waste management and recycling
Despite its low recovery level in terms
of comparison with other sectors,
”la Caixa” assures that all waste is
managed through the legitimate
channels provided. This means internal
regulations assuring the most adequate
waste treatment for each class of waste.
For example, every day the Head Office
building generates waste such as
debris, wood, plastic, glass, furniture
residues, etc. Even though this waste is
not hazardous, it is subject to ongoing
rigorous waste collection procedures.
Moreover, other residue, like batteries,
fluorescent lighting, containers from
chemical products, among others
are also dealt with by the authorised
personnel.
More than just Eco-zones
The Eco-zones are different containers for
the selective collection of paper, toners,
batteries, plastic, and ink cartridges.
These containers are a way for Head
Office employees to actively participate in
waste management and recycling. When
IT equipment is no longer of use they are
removed to a storage facility, transported
and later recycled by an authorized waste
management service.
Every floor of the Head Office
building in Barcelona is equipped
with a series of separate containers
for the selective collection of paper,
toners, batteries, plastic and ink
cartridges
93
Waste collected subject to specific regulatory treatment
2005
2006
2007
Paper and cardboard (kg) (1)
86,870
171,982
190,933
Plastic (kg) (2)
37,240
51,380
34,832
150
720
820
80
360
312
Machine batteries (kg) (3)
308
647
682
Toner cartridges (units) (3)
3,649
3,986
4,054
Fluorescent lights (kg) (3)
Batteries (kg) (3)
(1) Data for waste paper and cardboard collected in 2005 and 2006 includes information from ”la Caixa” Head Office and Sumasa, and in 2007 includes the data for
”la Caixa” Head Office, ServiHabitat, Sumasa and Vivenda Assequible.
(2) The data for plastic waste collected in 2005 and 2006 includes data for ”la Caixa” Head Office and in 2007 data for ”la Caixa” Head Office and ServiHabitat.
(3) The data for waste material of fluorescent lighting, batteries, toner cartridges and containers for chemical products, includes data for ”la Caixa” Head Office.
Atmospheric emissions
”la Caixa” seeks to foster the
commitments it has undertaken with the
Kyoto Protocol regarding CO² emissions.
Currently, the atmospheric impact
effected by ”la Caixa” is mainly centred
around emissions of greenhouse gases
generated as a result of its management
activities and, in emergency cases,
operating turbines and generators, as
well as air conditioning facilities. Indirect
emissions are generated by electric power
consumption and trips taken.
Inside branches, separate lighting is now
in use in the work area, and all other
areas use general lighting. This means a
reduction in the installed power capacity
and an improvement of around 30% in
electric power consumption. In addition,
at night and on weekends during the
winter months the heat generated by
the DPC’s cooling plants is utilized to
maintain a comfortable temperature in
the Head Office building, as well as in
the case of low or extreme temperatures
during the day.
which began in 2006, in 2007, for the
first time it has been possible to make
a comparative analysis. This figure is
calculated based on transport type
and distance. If in 2007, with a total
of 24,233 employees, emissions were
3,228 tons of CO², in 2006, and with
a total of 23,229 employees, emissions
amounted to 3,177 tons, therefore, the
relative increase was negative. Moreover,
videoconference meetings are becoming
increasingly more popular as a substitute
for travelling.
As part of the measures affecting this
issue, ”la Caixa” has an automatic
condenser batteries installation at its
disposal in order to compensate reactive
electric power in electric contracts in
excess of 15 Kw. Lighting signs have
also been redesigned to optimise light
efficiency by using LED lighting.
In 2007, employees covered a total of
25,608,192 kilometres in travelling to
and from work and corporate trips,
accounting for CO² emissions to the sum
of 3,228 tons.
Finally, we should mention also the
reduction in the number of printers,
scanners and fax machines at Head
Office, which has in turn meant a 33 ton
reduction in CO² equivalents.
With the CO² emissions control in
place to measure travel by employees,
94
Trips
Annual Data 2006
Total journey (*)
(flight + rented car + railway) (Km.) Annual Data 2007Variation 06/07
25,041,884
25,608,192
2.26%
Km. per employee
1,078
1,056
-2.04%
Tn CO² (eqt)
3,176
3,228
1.64%
(*) According to factors for change obtained from World Resources Institute
Environmentally
Friendly Credits
Environmental risk is one of the aspects
measured in the evaluation procedure
for the concession of loans to corporate
clients. This is especially true when
the company operates in potentially
contaminating sectors. At ”la Caixa”,
we analyse whether environmental
protection systems have been put
in place and how these issues could
affect the business’s financial stability,
sustainability of the area, and its future
development capacity.
Consequently, ”la Caixa” uses risk
criteria protocol available for every
branch, which lists the principal
requisites to be observed at the time of
analysing an operation. It also assesses
whether or not measures have been
taken to maintain environmental risk at
the absolute minimum.
This process of evaluation is especially
relevant in project finance operations
where the potential environmental
impact must be carefully considered
from the very early design stages of the
operation. As a result, ”la Caixa” seeks
to assure that the borrower complies
fully with standards in each case and that
it possesses certifications of adherence
to environmental management systems
(EMAS, ISO 14001, etc.).
”la Caixa” uses risk criteria protocol
available for every branch, which
lists the principal requisites to be
observed at the time of analysing
an operation
95
5.3 Suppliers
Purchasing and Relation Policy with
”la Caixa” Suppliers
Every single process, ranging from
preparation of the expenditure and
investment budget for the financial year,
to payment of invoices from the various
suppliers, is managed via IT systems and
applications which enable information
and data processing from all companies
who collaborate with ”la Caixa”, the
services they are hired to provide.
Purchasing and Relation Policy with ”la Caixa”
Suppliers
Below is a list of some of the more prominent initiatives in this area which
”la Caixa” put into practice in 2007:
• Identifying suppliers of Special Management.
• Creating a database of all the ”la Caixa” Group suppliers.
• Including a clause in all new contracts signed on compulsory compliance
with the principles of the United Nations Global Compact.
• Transparency, given that more than 40% of contracts are granted via
public adjudication.
Servicios
Informáticos
”la Caixa”
GDSCusa
PromoCaixa ServiHabitat
Sumasa
Vivienda
Asequible
TOTAL
Volume of goods and services
purchased (in million Euro)
1,127,3
63.4
4.5
19.6
132
239
56.9
1,642,7
Number of invoices
521,961
7,579
3,038
2,532
1,574
35,400
NA
572,084
82%
100%
100%
98%
100%
96,1%
100%
—
302
29
60
32
39
359
NA
821
Punctual payment
Number of suppliers
In the financial year 2007, the
5 principal suppliers of ”la Caixa”, with
the greatest volume of turnover, showed
an overall turnover of EUR 257.8 million.
In all, there are a total of 821 suppliers
to ”la Caixa” and its affiliates.
Several departments are involved in
managing suppliers - legal services,
the centres managing the contracting
divisions, expense checks, etc. overseeing the contracting process,
the exchange of legal documents
with suppliers and fulfilment of
their obligations when it comes to
occupational hazard prevention.
”la Caixa” provides an assessment
of occupational hazards, preventive
planning stemming from it and the
certificate confirming that all workers
have been given suitable training in
prevention.
It is also necessary, both prior to and
after provision of any service, to provide
an assessment of occupational hazards,
preventive planning stemming from
it and the certificate confirming that
all workers have been given suitable
training in prevention. In all cases for
contracts of what have been legally
classified as a suppliers own activities,
it is necessary to provide records from
the General Treasury of Social Security
96
and the Tax Administration to certify
that they are up-to-date with payment
of legal obligations for workers and the
administration.
In accordance with the principles of
the United Nations Global Compact,
”la Caixa” extends this commitment
regarding respect for human rights
and support for the fight against
environment degradation to its suppliers.
Also, in 2007, suppliers were asked
to complete a survey of supplier
satisfaction. The result was a rating of
6.83 from 10 with a response rate
of 20%.
Environmental Obligations for
Suppliers
An effective environmental policy is
not just one that applies to the internal
organisation, but should also take the
entire value chain into account. For this
reason, the Institution includes a clause
in contracts with suppliers on compliance
with environmental regulations, above
all with regard to waste management.
By doing so, suppliers identify with and
adhere to the environmental values of
”la Caixa”.
With an aim to implement
environmentally responsible purchase
criteria, in 2005, the Environmentally
Friendly Purchase Guide was introduced in
all branches. This document offers advice
on how best to engage in purchasing
environmentally sustainable office
material and seeks to combine quality
with minimal environmental impact. It
provides recommendations for purchasing
material as well as a questionnaire for
the supplier. The supplier must fill in
this questionnaire by rating several
different considerations concerning the
company method for dealing with varying
environmental aspects.
In accordance with the principles of
the United Nations Global Compact,
”la Caixa” extends this commitment
to its suppliers in terms of respect
for human rights and support for
the fight against environmental
degradation
Apart from ”la Caixa”, since 2007, the
companies GDS-Cusa, PromoCaixa
and Sumasa also include an
environmental clause in all contracts
with suppliers, and require suppliers
to provide any environmental or
quality certification they may hold
97
6
An excellent place to work
6.2 Respect for Collective Rights
6.3 Social Advantages and Benefits
6.4 Fostering Professional Expertise
6.5 Technological Innovation
6.6 Internal Customer Satisfaction
98
Area
Acknowledgement of diversity
• In 2008 setting in motion of actions in protocol of equality and conciliation.
Training and professional development
• 100% of the ”la Caixa” financial network staff to receive training in money
laundering prevention and data protection.
• Training plan for employees at Head Office of ”la Caixa” to improve communication
skills, team building and leadership.
• 100% of the ”la Caixa” Regional Network staff evaluated based on their skills.
”la Caixa” goes to great lengths to
create an environment of respect and
dialogue by favouring personal and
professional advancement of its team
members, not to mention fostering
the work/life balance of family and
professional life. All of this based on the
premise of equal opportunities and in the
most secure and healthy environment
possible.
99
The increase in size of its workforce is a
reflection of the expansion of ”la Caixa”
as well as its subsidiaries. Currently,
there are 24,725 employees in
”la Caixa”, Serveis Informàtics,
GDS-Cusa, MicroBank, PromoCaixa,
ServiHabitat, Sumasa and Vivenda
Assequible (not including Criteria
CaixaCorp), which represents an increase
of 4.51% on the number for 2006.
Characteristics of the workforce at
”la Caixa” and its subsidiaries
24,725 professionals, without counting Criteria CaixaCorp, make up the
team of employees working at ”la Caixa”, Serveis Informàtics, GDS-Cusa,
MicroBank, PromoCaixa, ServiHabitat, Sumasa and Vivenda Assequible.
Of the total number of 24,725 employees, 24,700 are located in Spain, 13 in
Poland and Romania and 12 dispersed around other countries where
”la Caixa” possesses representative branches.
In this sense, the Institution has
demonstrated continuity in the trend set
over the past three years, making it one
of the leading steady job creators in all
Spain.
Throughout 2007, the workforce received an additional 1,068 new
members, which accounts for an increase of 4.51%.
There has been a significant progressive incorporation of female staff
members, who now account for 45% of the workforce, compared to 55%
males.
In accordance with its goal to foster
employees’ professional development,
the minimum wage for staff, both at
”la Caixa” as well as its subsidiaries, is
above the rate established by law and
standing trade union agreements. In
fact, basic salary is regulated by tables
established by agreement and is well
above the legally established minimum
wage.
99% of all contracts are indefinite.
83% of the workforce are university graduates.
The average service period of employees at ”la Caixa” is 12.19 years, in
GDS-Cusa 12.1 years, 0.5 years in MicroBank, in PromoCaixa the average
service period is between 2 and 8 years, 9.2 years for ServiHabitat, 5.6 years
for Sumasa and, finally, 11 years for Vivenda Assequible.
The average age of the workforce in ”la Caixa” is 38.8 years, in Serveis
Informàtics it is 39.3 years, in GDS-Cusa 41.2 years, 48 years in MicroBank,
in PromoCaixa the average age is between 30 and 40 years, 39.1 years for
ServiHabitat, 38.5 years for Sumasa and, finally, 41 years for Vivienda.
Number of times salary of workers
at ”la Caixa” and subsidiaries exceeds
legally established minimum wage
”la Caixa”
2.4
Serveis Informàtics
2.7
GDS-Cusa
2
MicroBank
1.89
PromoCaixa
2.2
ServiHabitat
1.4
Sumasa
2.4
Vivenda Assequible
1.34
Since 2006, full-time personnel are
hired by affiliates of ”la Caixa” through
promoting employees under temporary
contract and with positive evaluation.
Affiliates continue to prioritise full time
contracts with a 9 month trial period.
The average period of service for
employees of ”la Caixa” is 12.19 years,
12.1 years in GDS-Cusa, 0.5 years in
MicroBank, in PromoCaixa the average
period of service is between 2 and 8
years, 9.2 years for ServiHabitat, 5.6
years for Sumasa and, finally, 11 years
for Vivenda Assequible.
100
While the average age of the workforce
in ”la Caixa” is 38.8 years, in Serveis
Informàtics it is 39.3 years, in GDSCusa 41.2 years, 48 years in MicroBank,
in PromoCaixa the average age is
between 30 and 40 years, 39.1 years for
ServiHabitat, 38.5 years for Sumasa and,
finally, 41 years for Vivenda Assequible.
These figures demonstrate a real balance
between younger staff members, with
a clear projection for the future, and
experienced professionals.
Qualification levels of new employees are
another positive indicator of the current
state of companies. In 2007, 83% of all
employees were university graduates.
National and international expansion
of ”la Caixa” and its affiliates is deeply
rooted in the proximity of staff members
to the geographic areas they operate in.
Consistent with this policy, each section
is organised from within by divisions and
by territories, in order to build strong ties
with and integrate in the culture, values
and individual traits of each region. This
is the reason why the institution fosters
the incorporation of persons, originally
from and / or resident in each region.
Overall investment in personnel expenses of ”la Caixa” and its affiliates (in million Euros)
Company
”la Caixa”
GDS-Cusa
MicroBank
PromoCaixa
ServiHabitat
Sumasa
Vivenda Assequible
TOTAL
Wages and
salaries
Social
Insurance
Donations and
contributions to
pension fund
1,252,647 240,986
113,063
186,350
1,793,046
8,534
1,463
0
340
10,337
2,970
475
23
480
3,948
250
42
1
11
304
1,593
293
0
40
1,926
4,769
872
0
0
5,641
6,063
1.349
0
0
7,412
1,696
192
0
102
1,990
1,278,522
245,672
113,087
187,323
1,824,604
101
Other
expenses
TOTAL
Total Nº of employees that make up workforce of ”la Caixa” and its affiliates
Company
2005
2006
2007
”la Caixa”
”la Caixa” Head Office
22,333
1,420
23,229 1,493
24,233
1,564
20,913
21,736
22.,669
121
156
111
GDS-Cusa
82
66
56
MicroBank
NA
NA
9
PromoCaixa
27
30
33
ServiHabitat
NA
NA
99
Sumasa
145
151
156
Vivenda Assequible
26
25
28
22,734
23,657
24,725
Regional Network
TOTAL
(*) MicroBank and ServiHabitat have employees since mid 2007, therefore, all information is collected from this period.
NA: Not Available
Evolution of workforce of ”la Caixa” and its affiliates
13,120
(58%)
13,296
(56%)
13,560
(55%)
9,614
(42%)
05
10,361
(44%)
06
Males
Females
102
11,165
(45%)
07
Type of contract of workforce of ”la Caixa” and its affiliates.
Employees with permanent and temporary contract
24,489
23,623
21,476
1,256
135
101
05
06
07
2
2
05
06
32
07
Permanent / indefinite full-time
Permanent / indefinite part-time
05
06
07
TOTAL 2005: 22,734
TOTAL 2006: 23,657
TOTAL 2007: 24,725
Temporary
Distribution by professional category of
workforce of ”la Caixa” and its affiliates
Average years of service of workforce of ”la Caixa”
and its affiliates (years) 2007
”la Caixa”
12.19
1,012
9,885
13,828
NA*
GDS-Cusa
12.1
MicroBank
0.5
PromoCaixa
Between 2 and 8
ServiHabitat
9,2
Sumasa
5,6
Vivenda Assequible
11
TOTAL: 24,725
Directors
Intermediate Positions
(*) NA: Not Available
Rest of workforce
103
Average age of workforce of ”la Caixa” and its affiliates 2007
”la Caixa”
38.8
39.3
GDS-Cusa
41.2
MicroBank
48
PromoCaixa
Between 30 - 40
ServiHabitat
39.1
Sumasa
38.5
Vivenda Assequible
Dialogue
The team of professionals at ”la Caixa”
and its affiliates are crucial in
transmitting the values of the
Institution, through their day-to-day
actions. Therefore, it is fundamental
that employees express their needs,
aspirations and preferences by way of
open and ongoing dialogue. In this
respect, a conscious effort is made to
promote honest and respectful dealings
between team members, based on a
policy of open dialogue. This dialogue is
expressed through several channels.
Specific Internal Communication
Channels of ”la Caixa”
One of these channels is the ‘working
environment survey’, issued to all the
financial institution’s Regional Network
and Head Office employees on a regular
basis, which constitutes a highly useful
allowing the Institution to gather
information about the needs, concerns
and aspects of personnel management
which require improvement.
41
The ‘reconciliation survey’ is another survey
carried out and which has made it possible
to develop a series of measures in favour
of assisting Regional Network and Head
Office employees in striking a balance
between family and professional life.
”la Caixa” seeks to foster personal,
direct internal communication in
order to generate the free flow of
information between personnel and
departments
Meetings between the Directorate General
and the Regional Network
Throughout 2007, the Directorate General
continued to promote the policy to hold
meetings with branches in the Regional
Network. In this respect, 125 out of the
existing 218 Subarea Management met
with the Directorate General.
By way of this procedure, the Directorate
General seeks to remain in close proximity
104
”la Caixa”, the one
everybody wants to
work for
For the second year in succession,
the MERCO corporate reputation
barometer (Spanish Corporate
Reputation Monitor) has named
”la Caixa” as the highest rated
institution to work for. This was
the result of the second edition of
the annual report, which measures
corporate reputation of Spanish
companies and organisations from
the point of view of employees,
general public and Human
Resources Management.
”la Caixa” is not only the institution
most people want to work for, but
also the highest rated by its own
workforce. Without a doubt, this
high level of satisfaction contributes
to the quality of service customers
receive and serves as an impetus for
the social actions carried out.
with the reality in branches in order to
understand and manage the needs of its
activity. At the same time, it is an excellent
opportunity to get first hand information,
suggestions and proposals from
employees, thus fostering improvement
in the Institution’s operational and
commercial procedures. Overall, in 2007
meetings were held with 341 branches,
which generated 10,637 suggestions on
behalf of 4,342 employees, 217 of which
were subsequently implemented.
Over the past three years, there have
been a total of 534 visits to Subarea
Management; the number of branches
visited rises to 1,112, and the overall
number of suggestions for improvement
that were later implemented amounts to
almost one thousand.
meetings between the Directorate General and the Regional network
543
441
330
341
230
218
217
191
05
06
125
07
05
06
07
05
06
07
Total Nº of SAM visited
Total Nº of branches visited
Total Nº of suggestions for improvement implemented
Total nº of suggestions in 2007 (from 4,342 employees)
DT NORTE
943 9%
DT CATALUÑA
5.933 56%
SSCC
58 1%
DT CENTRO
1.222 11%
DT BALEARES
322 3%
DT VALENCIA-MURCIA
DT SUR
985 9%
870 8%
DT CANARIAS
304 3%
TOTAL GENERAL: 10,637
105
Canal Caixa
Canal Caixa is an instrument for
identifying two of the most significant
internal communication medium
targeting employees: the monthly
in-house magazine and the corporate
information section located in the
Intranet.
The magazine, which has a press run
of 270,000 copies annually, informs
employees of the business initiatives
undertaken by the different branches,
as well as providing information about
promotional campaigns, organisational
changes, or the main activities of Obra
Social, among other issues.
Overall number of editions
published
10
9
8
05
270,000
260,000
202,800
05
Call Center for Branches
All ”la Caixa” branches have a call service
line at their disposal offering assistance
on an ongoing basis in whatever area
is required. This tool provides branches
with access to the entire financial and
commercial contents of the institution
and which allows them to resolve any
doubts or consultations they may have
with regard to business related issues.
07
Overall number of copies
distributed
The magazine is also available in an
electronic version on the Intranet. This
option allows employees to evaluate
the contents of the latest news and
also to send in their own suggestions or
proposals for upcoming editions.
Channels for Employee Communication
and Participation
Apart from the in-house publication,
”la Caixa” also has other channels
suitable for fostering communication
between employees and the Institution.
06
06
07
navigation and guide them through the
most frequently asked questions and
answers on the home or main page of
the corporate Intranet service. The Call
Centre for Branches received more than
2.36 million calls in 2007, which meant
52,000 less than the previous year.
Nº of calls made to Call Centre
telephone service for branches
(millions)
One of the most interesting options
available through this service is the
possibility to resolve any class of
individual consultations or administrative
tasks on-line. To facilitate this process,
employees have an assistant at their
disposal to provide more intuitive
2.415
2.363
2.255
05
06
106
07
Corporate Intranet
The corporate Intranet service of
”la Caixa” is one of the basic
communication tools at the disposal of
employees of the Institution. Intranet has
become a fast mode of communication
and participation which the entire
workforce has access to. With this tool,
personnel are constantly kept up to date
with the most significant issues affecting
the Institution.
Intranet is an information providing
instrument, which can also be used to
provide training and management. As
far as the first utility is concerned , the
section devoted to welcoming new
members of staff stands out, as well as the
general principles of action in ”la Caixa”,
the ‘telematic Code of Conduct’, and
the social benefits for employees, work
regulations and new issues. As regards
the second utility, Intranet is used to
apply for selection processes and internal
promotions, transfers or requests for
leave, etc. At the same time, it is also
used to manage training related issues of
those working for ”la Caixa”.
Another section to highlight is the area
devoted to ‘Hazard Prevention’, where
the workforce is kept informed of policy
governing the evaluation and prevention
of occupational hazards and which
provides direct access to on-line courses
in this material. The section devoted to
‘Health’ provides access to the different
private health care websites who work in
direct cooperation with ”la Caixa” or its
employees.
Corporate Intranet (Nº of intranet pages visited daily)
466,183
331,390
06
07
Furthermore, since 2008, all employees
can communicate with each other using
the peer-to-peer system of Link-Caixa
also on the Intranet, regarding more
personal matters not necessarily related
to their professional activities.
Suggestions Box and the Forum for
Participatory Innovation
Employee participation is essential to the
growth of any organisation and
”la Caixa” is well aware of its
importance. Consequently, with an aim
to foster contributions from workers of
the Regional Network and Head Office in
the development of innovative actions,
the Institution provides a suggestions
box for employees. Access is extremely
simple and employees can make their
contribution from their desktop. In fact,
in 2007, a total of 3,970 employees
proposed ideas for improvement in the
Institution. Moreover, more than 10,000
suggestions were sent to the service, of
which 42% have already been put into
practice, with a further 21% currently in
the development phase.
improvement. The results of these
debates are then available for all
through the corporate Intranet. The
proposals received so far are all related
to improvements in customer care
issues, environmental preservation,
strengthening the activities of Obra
Social, increased business or simplification
of operational procedures.
In order to get the most from this
resource and transform it into a genuinely
useful instrument, communication is a
two way concept. Head Office at
”la Caixa” has vowed to respond
personally to all employee proposals,
providing reasons and arguments when
required, within a maximum of 45 days.
Rate of compliance with established
response time was around 95%.
The Forum for Innovative Participation
complements the suggestion box. The
Forum is an area for dialogue where
specific issues are debated with the
aim to identifying opportunities for
Throughout 2007, overall, 3,970
employees proposed ideas for
improvement in the Institution by
way of the Suggestions Box
Suggestions Box
2005
2006
2007
Number
of participants
1,989
3,800
3,970
Number
of proposals received
4,070
8,634
10,752
Percentage
of proposals implanted
55%
61%
73%
Suggestions Box
2006
2007
3,399 (39%)
4,516 (42%)
1,968 (23%)
2,903 (27%)
1,822 (21%)
2,150 (20%)
1,445 (17%)
1,183 (11%)
Completed
Rejected
Planned
design stage
In
107
Nº of ”la Caixa” Employee Suggestions by Autonomous Community
PRINCIPALITY
OF ASTURIAS
30
GALICIA
50
CANTABRIA
BASQUE
COUNTRY
47
161
55
NAVARRE
158
195
226 348
121
LA RIOJA
24
CASTILLA AND LEON
136
CATALONIA
30
4,610 5,992
ARAGON
179
130
164
COMMUNITY
OF MADRID
859
EXTREMADURA
82
954
CASTILLA-LA MANCHA
85
79
117
643
818
valencia
BALEARIC ISLANDS
261
343
REGION OF
MURCIA
ANDALUSIA
814
130
197
791
2006
CANARY ISLANDS 232
312
2007
CEUTA
4
7
MELILLA 2
0
Other Mechanisms for Communication
and Participation
• The Annual Director’s Convention, in
which the Chairman and CEO present
the results for the year and advance
the projected plans for the upcoming
financial year.
• Programmes for directors involve a
meeting, at least once a year, for
groups of between 25 and 30 people
at sessions over two to three days.
During these conferences, the directors
of ”la Caixa” have the opportunity to
become acquainted with colleagues
who hold other positions of
responsibility and come from other
areas, leading to a an opportunity to
expand their professional outlook.
108
• Meetings focused on a specific aspect
of banking activity, such as commercial
campaigns, branch organisation,
available IT equipment, etc. These
multilateral meetings, in which branch
employees (users) and employees
of Head Office (suppliers) intervene,
address a monographic issue that is
subject to analysis in order to pinpoint
the problem insofar as its efficient
improvement is concerned, both in
terms of the quality of customer service
and the improvement of internal
circuits.
• The Teamwork Model of each of the
”la Caixa” branches aims to regularly
pool all the issues that affect the work
centre.
• The ”Virt@ula” space, which can be
accessed from any Internet connection
point, fosters the generation of
learning communities, in addition
to the sharing of experiences and
viewpoints.
Specific Internal Communication
Channels of ”la Caixa” affiliates
Specific internal communication channels
for affiliates of ”la Caixa” are tailored for
each company, depending on the specific
scope and dimension of each affiliate.
In this sense, telematic media are the
principal channels used for dialogue with
employees, such as e-mail, and corporate
Intranet, together with weekly meetings
for the management teams, and regular
meetings with employees.
Equal Opportunities
The concept of equal opportunities for
men and women is not only a widely
recognised legal obligation, but also
an excellent opportunity for improving
working conditions for employees.
”la Caixa”, together with its affiliate
companies are aware that by creating
an environment of equality in all its work
centres, they are contributing directly to
the well-being of associates. ”la Caixa”
and its companies understand equality
as a global commitment that effects
both the gender and nationality of its
employees.
Regarding the first aspect, since 2006
”la Caixa” is certified by the Spanish
Ministry of Labour and Social Affairs in
the Optima Programme, in recognition
of companies that show commitment
and responsibility when it comes to
equal opportunities between men
and women. In order to achieve this
certification certain factors have been
taken into consideration, like for
example, the Institution’s respect for
non-discrimination on account on gender
in screening processes, in promotions,
and in professional development. This
certification is renewed annually, thus
committing ”la Caixa” to the ongoing
monitoring of the aforementioned
processes. The last revision was carried
out during the financial year 2007.
Female employees in ”la Caixa” and
its affiliates now account for 45% of
staff and males, 55%. In this sense,
the application of a policy of nondiscrimination over the coming years will
enable the eventual elimination of the
gender gap, even in managerial positions.
At the time of writing, women occupy
30% of these positions.
Similarly, equal opportunities in screening
processes at ”la Caixa” and its affiliates
are clearly visible by observing the figures
for new employees, which are currently
109
58% women and 42% men. In 2007,
the consolidation of the presence of
women was undertaken without a single
case of discrimination.
Also worthy of note is the fact that
economic compensation paid to
workers of ”la Caixa” and its affiliates is
established on the basis of professional
category and performance levels,
independently of the candidate’s gender.
A further manifestation of equality that
distinguished ”la Caixa” and its affiliates
as equality friendly organisations is its
sensitivity toward job applications from
new residents. At the time of writing
there were almost 465 persons of 47
different nationalities working for the
Group.
With the Optima Programme, ”la Caixa”
makes an undertaking to carry out a
series of positive actions to foster balance
between men and women, facilitate their
incorporation to positions in which they
are underrepresented, guarantee their
permanence and promotion in positions
of responsibility and introduce measures
in support of reconciling family and
professional life
New employees at ”la Caixa” and its affiliates
Internal promotions in ”la Caixa” and its affiliates
4,609
4,420
4,334
57%
55%
1,739
52%
1,544
1,462
59%
58%
57%
05
07
06
New employees
05
% females
06
Total nº of internal
promotions*
07
% females of overall
internal promotions
* MicroBank was formed in 2007.
Nationalities in ”la Caixa” and its affiliates
(Total nº of foreign employees)
Distribution by gender of management team in
”la Caixa” and its affiliates
79%
(23)
79%
(22)
465
70%
(704)
393
21%
(6)
30%
(308)
21%
(6)
05
07
06
Males
320
05
Females
110
06
07
Equal opportunities
in ”la Caixa” and its
affiliates
In 2007, 58% of all new employees
were females and 57% of internal
promotions were awarded to
female employees.
30% of management positions are
held by female employees.
47 different nationalities are
represented in the workforce by
a total of almost 465 employees
from foreign countries.
Award for equal
opportunities
In 2007, ”la Caixa” sponsored the
‘Awards for Equal Opportunities’
organised by the La Rioja
Association of Young Entrepreneurs
(AJER). The participation of the
Institution in these awards obeys
its solid commitment to policies on
equality.
Work/life balance
Reconciling family and professional life is
one of the pillars on which the welfare
state is built. Using this as a basis,
”la Caixa” and its affiliates reaffirm once
again this year their commitment to
workers by way of specific projects. All
of these have one thing in common, the
utmost respect for the individual personal
circumstances of each employee, which
are unique and therefore each deserving
an individual approach.
Armonía Project in ”la Caixa”
Along similar lines, and as part of the
policies of action related to the Optima
Programme, ”la Caixa” instituted in 2006
the Armonía project, with the aim to
design and implement Policies of Equality
and Work/life balance, considering within
the spectrum of work/life balance, issues
relating to maternity and diversity, as well
as redefining working habits and time
management.
In this context, the Equality and Work/life
balance Protocol, which was agreed in
December 2007 between ”la Caixa” and
trade unions, outlines a series of new
measures on equality, leave of absence
and training programmes aimed at
improving well-being of employees.
The Protocol also includes the creation of
a Commission on Equality and Work/life
balance presided over by the Institution’s
Human Resources department, and which
is in charge of monitoring the application
of the agreement, the proposal of
training measures and initiatives, as well
as monitoring initiatives for reconciling
family and professional life.
As a result of its policies of respect
for the individual needs of each
employee, at present, workers of
”la Caixa” and its affiliates enjoy
working conditions in matters
concerning work/life balance and
equality which clearly exceed those
provided for under Spanish Law
and in the corresponding sectoral
Conventions
”la Caixa” and trade unions sign an agreement on an extensive Equality and
Work/life balance Protocol benefiting more than 24,000 employees
Some of the specific issues covered under the protocol are as
follows:
• The reference to the individual right to Work/life balance as
established by the Spanish Equality Law, through adapting
working hours, possibility of reducing hours below the legal
minimum.
• The institutionalisation of independent management of leave
up to one day in as far as is necessary at the level of each
work centre, together with flexibility in starting and finishing
times.
• Increasing maternity and paternity leave and time-off
for breastfeeding and other paid time-off, as well as
improvements in and extension of events leading to leave of
absence.
• The establishment of the right to “conservation of position”
in order to look after a dependant relative.
• The creation of “senior teams”, to facilitate positive adaptation
of the contribution from more senior members of staff.
• Immediate cover for maternity leave, leave of absence or
prolonged illnesses.
• Training in equality and work/life balance, diversity, time
management and in planning and organising work, as well as
improvements in efficiency of meetings.
• Specification of situations to receive special attention:
maternity and paternity, victims of harassment or
discrimination and in particular, victims of gender violence,
who –among other supportive measures– may avail of paid
leave of absence of 3 months, if so required for reasons of a
restraining order.
• The setting-up of a Commission on Equality and Work/life
balance and elaboration of quantitative indicators of equal
opportunities.
111
Measures for striking a balance between family and working life available to employees of ”la Caixa” and its affiliates
Flexibility of maternity and paternity leave
General
Flexibility of timetables in nursing periods
General
Coverage of maternity leave with temping businesses
General
Economic compensation for help with nursery schools
General
Leave and permits
General
Ongoing training in a virtual platform
General
Flexible working timetable
General
Pre-retirement or partial retirement programme
Partial (under specific conditions)
Overall nº of employees working full-time
Total nº of employees who work in reduced
working hour scheme (requested for maternity,
illness, studies, other reasons...)
24,514
23,341
22,448
286
316
110
05
06
07
05
112
06
07
Integration into Working Life
In line with the legal directives of
Spanish Law of Social Integration of
the Disabled (LISMI), ”la Caixa” and
ServiHabitat strictly adhere to and are in
full compliance with the reservation of
2% of all positions for disabled workers,
an obligation for all companies with 50
or more employees, and therefore not
applicable in the case of MicroBank and
PromoCaixa.
Currently, there are a total of 108
persons with disabilities working for
”la Caixa”, whether through direct
contract or by way of agreement with
special employment centres for the
supply of raw materials or the provision
of services.
In addition, the Institution makes
economic donations to, and sponsors
acts for, the development of activities in
labour market integration and creation of
jobs for persons with disabilities. In 2007,
the figure allocated to these activities
amounted to EUR 3,752,103.
GDS-Cusa also makes donations
equivalent to contracting persons with
a disability given that it possesses a
certificate of exception from the Catalan
Department of Labour.
113
6.2 Respect for collective rights
”la Caixa” as well as its affiliates consider
that bargaining with workers is one of
the instruments that has fostered social
development and progress throughout
history. The well-being of the workforce
is not just a legitimate claim shared by
all companies, but also leads to better
service for its customers.
of joint committees are in place,
such as the Joint Career and Salaries
Commission, Control Pension Plan
Commission, Single Committee on
Health and Occupational Safety and the
Training Commission, among others.
”la Caixa”, beyond sectoral collective
agreement
For ”la Caixa”, collective bargaining
goes beyond the Collective Agreement
for Savings Bank Sector, which the
Institute belongs to, it also includes
internal agreements signed between
Management and trade unions, which by
doing so, improve the conditions of the
Agreement.
As a result of the trade union elections
held in 2006, there are a total of six
organisations currently present in some
of the 40 Employees Committees (the
majority with regional scope). These are
CCOO (Comisiones Obreras), SECPB
(Sindicato de Empleados de Caja de
Ahorros y Pensiones de Barcelona), UGT
(Unión General de Trabajadores), FEC
(Federació d’Estalvi de Catalunya), SIB
(Sindicat Independent de Balears) and
ASI (Alternativa Sindical Independiente).
As part of customary operations between
company and trade unions, a series
Nevertheless, apart from trade
union representation by election,
trade unions are also represented
on the various governing bodies of
the institution. There are 20 trade
union representatives on the General
Assembly, 3 on the Board of Directors,
a further 3 on the Board of Trustees
of the Foundation ”la Caixa”, and
1 on each of the four committees:
the Executive Committee, the
Steering Committee, the Community
Welfare Projects Committee and
the Investment Committee. In total,
”la Caixa” has 130 fully “released”
representatives.
Both GDS-Cusa and Sumasa have
trade union association represented on
the Workers Committee. In the case
of Vivenda Assequible, ServiHabitat,
PromoCaixa and MicroBank, no trade
union association is as yet represented
on the Workers Committee.
Respect for collective rights in ”la Caixa” and its affiliates
”la Caixa”
% of employees
represented by
independent trade
unions or covered under
collective agreements (*)
Minimum period
(Nº of days) notice
and consulting and
negotiation practices
with employees and/or
with their representatives,
in relation to operational
changes
Total nº of incidents of
infringement of freedom of association and
collective bargaining
Serveis
Informàtics
GDS-Cusa
MicroBank
PromoCaixa ServiHabitat Sumasa
Vivenda
Assequible
100%
100% *
100%
100% * 100%
100%
100%
100% *
15
15
15
15
15
15
15
30
0
0
0
0
0
0
0
0
114
6.3 Advantages & Social benefits
Apart from the purely working
advantages of forming part of the team
at ”la Caixa” or in any of its affiliates,
there are other forms of compensation
available to employees in the shape
of cover and retributive complements,
there are no significant differences
between the rights enjoyed by parttime and full-time staff members. This
is yet another demonstration of the
company’s commitment to the well-being
of its employees, while at the same time
safeguarding the loyalty of workers with
a compensation policy committed to
making their future with the organisation
an attractive proposal. Throughout 2007,
”la Caixa” and its affiliate companies
invested more than EUR 212.8 million
in social services and benefits for its
workers.
Overall cost by ”la Caixa” and its affiliates in social services and
benefits for employees (in thousands)
Furthermore, in 2007, other measures
benefiting workers were introduced.
One of these was the issue of stock in
Criteria CaixaCorp to employees of
”la Caixa”. Coinciding with the
flotation of the Group company, the
Institution issued a total of 200 shares to
employees, and reserved an additional
1% participation for those interested
with preferential finance conditions.
212,974
204,365
81,496
05
115
06
07
6.4 Fostering professional expertise
”la Caixa” and its affiliates have
distinguished themselves over the past
years for being highly valued companies
to work for. Once this complex goal was
achieved, they realized that they now
faced a new and two-fold challenge:
on the one hand, to maintain the high
volume of job applications it receives – it
is estimated for example that ”la Caixa”
receives anywhere between 50,000 and
80,000 curricula annually – and on the
other hand, to maintain high training
standards, creating ever more added value
for the professional careers of those who
choose to commit to the company.
If we are to speak of fresh challenges,
then it is worthy of note that in 2008 the
entire workforce of Regional Network
of ”la Caixa” is to be assessed based on
their skills.
Employee Code of Ethics
In 1998 ”la Caixa” introduced a code
of ethics which details general principles
for performance and which affects all
employees of the Regional Network and
Head Office in their relationship with
customers, the Institution itself, and the
various Government bodies.
most qualified professionals in the labour
market.
Under the title, Professional Ethics,
General Principles for Performance in
”la Caixa”, this document is available
for all employees and persons, who
either permanently or occasionally,
provide their services to the Institution.
Employees can access the code of ethics
via the corporate Intranet, in the section
devoted to Admission Programme for
New Employees, and under the title of
Principios Generales de Actuación en
”la Caixa” (General Principles for
Performance in ”la Caixa”).
In 2007, 1,729 new employees joined
the company. Therefore, any selection
process in ”la Caixa” and its affiliates is
initiated through recruitment processes
via the different internal communication
channels: the company’s website,
publication of job offers on specialised
websites, presentations given in
Universities, attending forums and career
fairs, etc.
Selection
When a selection process is set in motion,
”la Caixa”, as well as its affiliates, rely
on the principle of equal opportunities.
This requisite takes into account and
measures capacity, suitability to corporate
duties and responsibilities, and identifying
the potential for development of each
candidate. Systems to assure equality are
used in the selection process, thereby
enabling the Institution to identify the
Throughout 2007 ”la Caixa” gave a
total of 17 corporate presentations at
Spanish universities, and as a result
of these and similar acts, received
more than 50,000 curricula from
young people interested in building
their professional future in the
Institution
Talent retention rate as a % of university graduates who remain with ”la Caixa” and its affiliates after two years
”la Caixa”
98%
100%
GDS-Cusa
12.5%
MicroBank
NA*
PromoCaixa
NA**
ServiHabitat
100%
Sumasa
84%
Vivenda Assequible
NA**
(*) MicroBank was set-up in 2007. NA:
��
Not aplicable
(**) NA: Not Available
116
Profile of candidate
of the Regional
Network of ”la Caixa”
The objective is always to select
the best professionals, for the
purpose of offering customers an
ever greater quality of care.
Given that customers do not
only demand quality of service,
but also technical advice, the
latter influences greatly in the
selection of candidates, who
in 100% of cases are university
graduates. The profile of the
ideal candidate is that of a young
graduate, between 21 and 27
years of age, multi-skilled, with
initiative, capacity to take on
responsibility, people skills and a
clearly commercial profile.
Recruiting professionals who fit
this profile is possible, partly due
to the existing employees of
”la Caixa”, who receive
information via the corporate
Intranet regarding external
selection processes as they
come up.
Admission Programme for New
Employees of ”la Caixa”
Once a new member has joined
the workforce of ”la Caixa”, these
professionals who are embarking on
their careers in the Institution can
avail of the Admission Programme
for New Employees. This is a very
useful instrument for transmitting the
Institution’s corporate culture, while at
the same time assisting new employees in
the process of integration while bringing
them up to speed with the dynamics at
”la Caixa”.
Beyond strictly training ends, this
programme enables stimulation and
fosters the hope of new members of
the professional team. By introducing
the programme at this initial phase, it
is an important element that allows the
new employee to establish a binding
connection with the institution, which in
turn strengthens commitment.
Furthermore, due to this programme,
”la Caixa” can inform new employees
of the advantages to being a ”la Caixa”
employee; and to generate feedback
through a series of interviews and
questionnaires which enable the institution
to familiarize itself with the subjective
perception of new recruits and any
differences between their expectations and
the reality on the ground.
Training in ”la Caixa”
and its affiliates
In 2007, total investment in
training programmes was EUR
14.17 million.
14,790 employees took part in
the more than 2,587 internal
training sessions carried out
(59.9% of total workforce).
The majority of these received
training targeting specific needs,
requirements and capacities
of employees in question,
demonstrating the importance
of personalized training.
557,950 training hours, between
on-site and on-line sessions.
This programme is supplemented by an
exhaustive training plan, basic requirement
in order to provide customers with the
standards of quality ”la Caixa” demands
from all its employees. In addition,
the programme helps new recruits to
integrate directly in their new positions
while providing them with the necessary
assurances and support.
Training
Training is a vitally important strategic
axis in the development of the dayto-day activities at ”la Caixa” and its
affiliates. Moreover, in a competitive
atmosphere in a sector where customers
demand more and more from a financial
institution, training for employees
becomes a fundamental added value.
From this point of view, three strategic
objectives stand out: investment in
professional and personal development
of human capital; progress and
improvement in day-to-day procedures
and tasks to assure better service for
customers, and advancement in the
differences that make us stand out from
our competitors.
117
Training activities 2007 in ”la Caixa”
In order to achieve these objectives, the
financial institution has at its disposal
several training models for employees of
Head Office and the Regional Network:
• Regulated / Institutional.
• Definition of training itineraries (training
menus) depending on the task carried
out by the staff member in question.
• Banking management courses (Head
Office): prepared in conjunction
with universities by means of yearly
cooperation agreements (usually for
employees over the age of 40).
• Courses in preparation to become a
Financial Services Advisor: open to all
employees who are interested and who
pass a series of aptitude tests (in 2007,
from a total of 2,028 applicants, 939
were chosen).
In 2008, ”la Caixa” expects to
implement a training programme for
employees of Head Office, with the
aim of improving communication,
teamwork and leadership skills.
Self-tuition On-Line
Once again, in 2007 ”la Caixa”
continued to promote on-line
training for employees through the
training portal Virt@ula, which allows
employees of ”la Caixa” to follow
distance training courses (i.e. selftuition) . The promotion of distance
learning is a very important system
in the training policy of ”la Caixa”,
although the Institution also devotes
energy and resources to mixed models
of training (on-site and e-learning).
Regarding the level of resources
allocated, ”la Caixa” invested in excess
of EUR 13.9 million in training in
2007, which is an increase of 10.3%
on the previous financial year. In this
sense, and by way of state subsidies
from the Spanish State Foundation
for Occupational Training (FEFE), the
Institution received EUR 2.2 million to
allocate to employee training.
76% of the total workforce took
training courses, with over 555,000
hours given over to training. Every
activity of this kind that takes place
in ”la Caixa” is subject to evaluation
by employees, and in this sense,
employees highlighted the overall
satisfaction with training received.
Finally, in 2007, 492 in-house trainers
provided their services voluntarily in
collaborations, offering on-site training
sessions, or virtual tuition. Once
the necessary candidates had been
selected, 61 sessions for ‘training the
trainers’ were held. This model for
training at ”la Caixa”, inspired by the
figure of the tutor and the in-house
trainer, was acknowledged with an
award for Innovation in Human Resources
given by the prestigious newspaper,
Expansión.
Training for New Employees
The importance which ”la Caixa” grants
to training new employees cannot be
stressed enough. Therefore, the Plan for
Integration and Professional Development
lasts a whole year and, apart from
on-site courses, also includes three month
long e-learning courses with assistance
from experts in Economy, Banking and
Finance, as well as information regarding
the legal aspects of banking activity.
Also, a calendar of tailored on-site and
on-line courses is developed together
with a tutor in issues relating to taxation,
services, on-line banking, and insurance,
among others.
In their first year with the company, new
employees take a course in Security,
Money Laundering and Occupational
Hazard Prevention.
The training programme includes
activities related to product knowledge
and skills development. The course that
stands out is that devoted to Prevention
of Money Laundering, attended by 2,294
employees in 2007, as well as the course
on Data Protection, which was completed
by 391 assistants. ”la Caixa” has set itself
the goal of providing training in both
these matters for the entire workforce
before the end of 2008.
The role played by the voluntary
tutors is especially relevant if we are
to bear in mind that, since it was setup in 1999, the community of tutors
have provided support for over 9,000
new employees
118
Symposiums, “Discover
la Caixa” and
“Discover the Network”
To round off the training and
integration plan attended by
all members of staff at the
Institution, the Human Resources
Department organizes a
symposium titled, “Discover la
Caixa”, which is held in the Head
Office building. This symposium
has been held annually since 1987
for employees of the Regional
branch network; it is a first
opportunity to visit corporate
headquarters of the Institution,
as well as a chance to meet
colleagues from all over Spain.
Throughout 2007, 79 groups were
organised with a total of 1,463
participants.
Furthermore, another course on
the programme is “Discover the
Network”, in which employees of
Head Office get acquainted with
the Regional network of branches
of ”la Caixa”.
Training in ”la Caixa” and its affiliates (euros)
”la Caixa”
Serveis
Informàtics
GDS-Cusa
MicroBank
PromoCaixa ServiHabitat Sumasa
Vivenda
Assequible
Overall investment
in training
13,878,000
166,400
20,100
4,177
8,563
28,500
72,000
41,168
Investment received
through State
Foundation for
Occupational Training
(FEFE), for employee
training
2,200,000
0
0
0
0
4,586
0
2,890.94
Total nº of
training internal
exercises performed
2,551
36
NA*
1
NA*
NA*
10
NA*
Total nº of employees
who attended
internal training
exercises
14,587
111
NA*
5
NA*
92
62
25
Total nº of hours given
555,182
in internal training
exercises
1,736
1,032
30
NA*
NA*
NA*
3,391
Average employee turnover rate for ”la Caixa” and its affiliates
MALES
”la Caixa”
FEMALES
0.44%
0.36%
9
6
GDS-Cusa
31%
69%
MicroBank
0%
0%
PromoCaixa
15.6%
15.6%
ServiHabitat
NA*
NA*
Sumasa
8%
5%
Vivenda Assequible
0%
0.035%
119
Professional Development
Throughout 2007 ”la Caixa” continued
to make progress in the definition of
professional profiles, both in Head
Office and Regional Network. The
methodology used, which enables
identification and development of
critical skills to face the challenges of
the years ahead, is already implanted
among the Business Area Management
team (DAN) and Financial Services
Advisors. The plan for the future is to
extend this method gradually to cover
every position in the company.
The Financial Services Advisor
Programme was subject to several
specific improvements over the year,
such as the II FSA Development
Meeting, held in Granada, in which 29
support tutors to the new FSA took
part. The aim of these conferences was
to share the vision of the FSA project
among tutors and foster improvements
in training and development initiatives,
while at the same time, to perfect their
skills as trainers.
The FSA training and development
programme aims to create a space
devoted to learning and development
through the exchange of experience
and knowledge. Started in 2002, the
programme has grown in strength
to such an extent that it has become
a fundamental strategic element for
the commercial management of the
network. In 2007, 939 persons joined
the programme, which brought the
total number of employees participating
to 3,015 by the end of the year. The
FSA Programme constitutes a regulated
professional training and development
plan, which is objective, transparent
and open to all non-position holding
employees within the Regional network
and who can accredit at least a year
of service in the Institution. Currently,
the FSA training plan covers areas
such as Personal Banking, Company
Banking, Management and Planning and
Commercial and Communication.
Throughout 2007, there have been
other specific programmes aimed at
developing managerial skills and duties.
Management staff from the Business
Area (Focus programme) and function
managers from Head Office (GPS
Programme) took part in the course
about managerial content regarding
vision, leadership and results driven
issues.
‘FOCUS 2007’, is an area of dialogue
that this year focused on the analysis of
generational phenomenon associated
with new technologies and new 2.0
generations. It was organized to include
several areas: new employees, customers,
or new emerging companies in this
sector.
At the same time and in order to achieve
the specific challenges facing each
region, there were several development
projects carried out in the area of
identifying and improving potential,
support for role changes (new
branch managers), incentives for
company business and design and
implementation of branch plan.
Acknowledgement of Merit
The staff of ”la Caixa” and its
affiliates are paid via a fixed
remuneration system in accordance
with individual and general
goals, complemented by another
variable scheme. Logically, the
latter payment scheme is subject
to meeting individual or general
targets or goals.
This system promotes a culture of
teamwork, and consequently, it
links performance of work on an
individual basis to the results of
teamwork. This means that the
variable remuneration system has
an established compensation system
associated with goals that focus the
efforts of each and every employee,
in line with results contemplated
and expected in the Institution’s
business plan.
% variable remuneration over total remuneration
”la Caixa”
4,64%
100%
GDS-Cusa
7,3%
MicroBank
11,2%
PromoCaixa
20%
ServiHabitat
15%
Sumasa
8%
Vivenda Assequible
15%
120
% of employees with regulated compensation
conditions based on collective agreements
2007
% of employees with fixed
remuneration
2007
”la Caixa”
100%
”la Caixa”
100%
100%
100%
GDS-Cusa
100%
GDS-Cusa
100%
MicroBank
100%
MicroBank
100%
PromoCaixa
100%
PromoCaixa
100%
ServiHabitat
100%
ServiHabitat
100%
Sumasa
100%
Sumasa
100%
Vivenda Assequible
100%
Vivenda Assequible
100%
total
100%
total
100%
Total nº of employees subject to variable
remuneration based on achievement of
individual or group goals
2007
”la Caixa”
100%
100%
GDS-Cusa
7.14%
MicroBank
44.4%
PromoCaixa
84.8%
ServiHabitat
90.9%
Sumasa
32.7%
Vivenda Assequible
92.8%
total
99.3%
121
Health and Safety
Compliance with the highest levels
of health and safety is a requirement
”la Caixa” and its affiliates are
fully committed to. This does not
simply mean compliance with legal
requirements, but rather to take this
one step further and reach a safety
standard coherent with the line of
excellence the organisations pursue in
every area.
As an example of this commitment,
”la Caixa” voluntarily submits to several
audits:
• Regulatory audit: ”la Caixa” subjects
its General Occupational Hazard
Prevention System (SGPRL) to an
external audit check at least once
every four years or whenever required
to do so by the labour authority
• Voluntary audit: On a voluntary basis,
and aside from the regulatory audit,
”la Caixa” submits its SGPRL to a
yearly monitoring and check audit.
• OHSAS 18001 audit: ”la Caixa” has
acquired certification for its SGPRL,
in accordance with the requirements
of international specification OHSAS
18001:1999 which certifies the
excellence of the Occupational Health
and Safety Management System
In order to attain the required safety
levels it is essential to inform and
train all employees about the existing
hazards and how to prevent them.
Along these lines, ”la Caixa” conducts
several training courses in Occupational
Hazard Prevention, in which 1,385
employees took part and completed in
2007, adding up to a total of 13,850
training hours.
For the past ten years, ”la Caixa”
has had a Single Committee on
Health and Safety, which is the
joint, associate participatory body,
intended to regularly check the
actions undertaken by the institution
in the area of hazard prevention It is
composed of 11 Prevention Delegates
on the one hand, and a further 11
representatives from management of
the Institution. In addition, ”la Caixa”
has an Occupational Hazard Prevention
Coordination Committee (CCPRL) which
acts as a representative of Management
in order to monitor the Occupational
Hazard Prevention Management System,
keeping Management up to date on
how the system is unfolding.
In 2007, the number of working days
lost owing to accidents in the workplace
increased from last year to 3,714,
which must be added to the number of
working days lost on account of illness,
which were 262,520. On the other
hand, in 2007 there were 1,050 leaves
granted for maternity and paternity.
In the area of personal safety of each
and every employee of ”la Caixa”, the
Institution is a member of the Joint
Health and Safety Service for Savings
Banks, while at the same time, it has
also contracted an external health and
safety service through Mutua Universal,
thereby providing all employees
who care to avail of it with a regular
surveillance service to monitor their
state of health.
In fact, in 2007, the role of private
health care services has been crucial in
resolving a series of cases diagnosed
among employees of ”la Caixa” of
semicircular lipoatrophy, an illness
recognised as ‘light occupational
accident not requiring sick leave’ by the
Administration. In total, 124 cases were
diagnosed during the second quarter
of the year, principally affecting female
employees (87%).
The incidence in relative terms is scarce,
bearing in mind that the Institution
currently employs almost 25,000
122
people, and it was resolved with
relative ease, given the fact that the
private health care’s medical service
took charge of the personal monitoring
and follow-up of each case, in
accordance with protocol.
Despite the scarcity of incidents,
”la Caixa” has fostered the conducting
of a scientific study into semicircular
lipoatrophy, LipoSearch, with the aim
of identifying the causes and proposing
suitable solutions to prevent it. The
Project will also address a population
study which will permit establishing
the index of the population affected by
the condition. This study, promoted by
”la Caixa” in collaboration with other
companies, is also supported by the
Administration and trade unions.
The study was structured in several
implementation phases and is expected
to reach completion during the first
quarter of 2008. During each phase,
regular reports were made with the
results obtained and the conclusions
of the study will be made public in due
time and course, so as to be of use to
society in general.
With regard to affiliates of
”la Caixa”, GDS-Cusa and Sumasa
have Health and Safety Committees
with representatives from employees
and Management.
Regarding hazard prevention
mechanisms, the affiliates of
”la Caixa” are under contract with an
independent health and safety service,
and in each case, training exercises
are conducted in occupational hazard
prevention in accordance with current
regulation.
Absenteeism for illness and maternity leave
Absenteeism as a result of occupational accidents
in the workplace
262,520
6,054
3,714
1,050
287
124
07
07
Total nº of accidents not requiring leave
Total nº of maternity leave
Total nº of accidents requiring leave
Total nº of sick-days for common illness
Total nº of days lost as a result of accidents
Total nº of days lost
6.5 Tecnological innovation
Technological innovation becomes
an effective instrument for improving
customer service whenever it facilitates
the work of employees.
A prime example of this proactive
approach in technological matters
is the newly established Human
Resources platform, as asset which
includes the so-called “Employee
Self-Service Portal”. It is available via
Intranet and is designed to offer an
extensive portfolio of services in a
comfortable and easy way.
The Employee Self-Service Portal
includes, apart from information, a
self-service application to manage time
off and leave, view pay clips, request
holidays, plan training exercises or
update personal information, among
other options. Together with this
portal there is also the Manager’s
Portal, a tool that provides the person
in charge of each unit with the
appropriate information in order to
manage more closely the members of
their team.
The aim of this initiative is to provide
a faster and safer user identification
system in the connection in the work
station, thus replacing the current
password protection system with a
fingerprint reading device.
In both cases, the set-up is being
performed progressively and progress
made will be made known in due
course through Intranet. They are
both, however, intuitive and userfriendly platforms.
Biometry, fingerprint
identification
As well as the progress made in the
area of Human Resources, this year
”la Caixa” developed another highly
technological initiative. Biometry, a
project consisting of the introduction
of a identification system based
on fingerprint recognition, as a
substitute for password protection.
123
Deployment of the Biometry
initiative was completed in October
2007 with the installation 28,850
devices in all desktop PCs and laptops
in the Institution
6.6 Internal customer satisfaction
Satisfying the internal customer is one
of the indicators that ”la Caixa” pays
special attention to, given that if we
are to achieve the maintenance and
improvement of excellent quality of
service the Institution provides for its
customers, then it is necessary to firstly
reach the highest levels of employee
satisfaction with the service they receive
from internal suppliers. In this respect,
the index offers an opportunity to see
how the actual employees perceive the
Institution, therefore a crucial index
in terms of quality and competitive
nature.
Feedback from employees
Every quarter, all branches receive a
satisfaction survey to complete. With
an average response rate of 65%,
branches consulted have made 1,704
suggestions. The current accumulated
rating in 2007 was 7. Surveys are
conducted through Intranet, and
branches/employees answer voluntarily.
These surveys are added to other
measures already mentioned, like the
participation channel via Intranet, where
employees may request information or
offer proposals or complaints regarding
products and/or procedures that affect
their day-to-day work.
Along the same lines, another application
has been set in motion via Intranet for
branch maintenance by way of which
employees of the Regional network of
”la Caixa” can report any incident
regarding IT equipment, office systems,
safety… The principal indicators of quality
of maintenance service and reliability of
equipment and systems are controlled
through this system with the aim of
improving the degree of satisfaction of
employees in ”la Caixa” branches.
Employees rate a total of 61 services
that include questions about IT
applications, assistance provided in
cases of consultations and resolution
of applications or requests, among the
many other questions.
124
Summary of Indicators
7
CONTENTS GRI G3
1
Strategy and analysis
Page numbers
1.1
• Statement from the most senior decision maker of the organization
about the relevance of sustainability to the organization and its strategy.
1.2
• Description of key impacts, risks, and opportunities.
2
5
12 - 13
Organisational profile
Page numbers
2.1
• Name of the organisation.
2.2
• Primary brands, products, and/or services.
2.3
• Operational structure of the organisation, including main divisions, operating companies,
subsidiaries, and joint ventures.
2.4
• Location of organisation’s headquarters.
2.5
• Number of countries where the organization operates, and names of countries with
either major operations or that are specifically relevant to the sustainability issues covered
in the report.
2.6
• Nature of ownership and legal form.
14 - 19
2.7
• Markets served (including geographic breakdown, sectors served, and types of
customers/beneficiaries).
45 - 46
2.8
• Scale of the reporting organization, including:
- Number of employees
- Net sales (for private sector organizations) or net revenues (for public sector
organisations)
- Total capitalization broken down in terms of debt and equity (for private sector
organizations)
- Quantity of products or services provided
2.9
• Significant changes during the reporting period regarding size, structure, or ownership
including:
- The location of, or changes in operations, including facility openings, closings, and
expansions and;
- Changes in the share capital structure and other capital formation, maintenance, and
alteration operations (for private sector organizations)
2.10
3
8
26 - 37, 44 - 52, 60 - 65
Annual Report 2007
(26 , 27, 58 - 65)
Inside Cover
• Awards received in the reporting period.
38
10 - 12, 102,
Annual Report 2007
(Inside Cover)
19, 26 - 29.
For any further information,
please see the Annual
Report 2007.
79, 118
Report parameters
Page numbers
3.1
• Reporting period (e.g., fiscal/calendar year) for information provided.
5
3.2
• Date of most recent previous report (if any).
5
3.3
• Reporting cycle (annual, biennial, etc.).
5
3.4
• Contact point for questions regarding the report or its contents.
126
Inside back cover
3.5
• Process for defining report content, including:
- Determining materiality;
- Prioritizing topics within the report; and
- Identifying stakeholders the organization expects to use the report
3.6
• Boundary of the report (e.g., countries, divisions, subsidiaries, leased facilities, joint
ventures, suppliers).
5
3.7
• State any specific limitations on the scope or boundary of the report.
5
3.8
• Basis for reporting on joint ventures, subsidiaries, leased facilities, outsourced
operations, and other entities that can significantly affect comparability from period to
period and/or between organizations.
5
3.9
• Data measurement techniques and the bases of calculations, including assumptions
and techniques underlying estimations applied to the compilation of the Indicators
and other information in the report.
In every chapter
of the Report.
3.10
• Explanation of the effect of any re-statements of information provided in earlier
reports, and the reasons for such re-statement (e.g., mergers/acquisitions, change of
base years/periods, nature of business, measurement methods).
Not Applicable.
3.11
• Significant changes from previous reporting periods in the scope, boundary, or
measurement methods applied in the report.
3.12
• Table identifying the location of the Standard Disclosures in the report.
3.13
• Policy and current practice with regard to seeking external assurance for the report. If
not included in the assurance report accompanying the sustainability report, explain
the scope and basis of any external assurance provided. Also explain the relationship
between the reporting organization and the assurance provider(s).
4
Governance, Commitments and Stakeholder engagement
11 - 13
In 2007 this report parameter
has been extended to include
affiliates of ”la Caixa”.
125 - 140
143
Page numbers
4.1
• Governance structure of the organization, including committees under the
highest governance body responsible for specific tasks, such as setting strategy or
organizational oversight.
14 - 19
4.2
• Indicate whether the Chair of the highest governance body is also an executive officer
(and, if so, their function within the organization’s management and the reasons for
this arrangement).
14 -19
4.3
• For organizations that have a unitary board structure, state the number of members
of the highest governance body that are independent and/or non-executive members.
14 - 19
4.4
• Mechanisms for shareholders and employees to provide recommendations or direction
to the highest governance body.
14 - 19, 106 -110
4.5
• Linkage between compensation for members of the highest governance body, senior
managers, and executives (including departure arrangements), and the organization’s
performance (including social and environmental performance).
14 - 19
4.6
• Processes in place for the highest governance body to ensure conflicts of interest are
avoided.
14 - 19
127
4.7
• Process for determining the qualifications and expertise of the members of the highest
governance body for guiding the organization’s strategy on economic, environmental,
and social topics.
14 - 19
4.8
• Internally developed statements of mission or values, codes of conduct, and principles
relevant to economic, environmental, and social performance and the status of their
implementation.
9
4.9
• Procedures of the highest governance body for overseeing the organization’s
identification and management of economic, environmental, and social performance,
including relevant risks and opportunities, and adherence or compliance with
internationally agreed standards, codes of conduct, and principles.
14 - 19
4.10
• Processes for evaluating the highest governance body’s own performance, particularly
with respect to economic, environmental, and social performance.
14 - 19
4.11
• Explanation of whether and how the precautionary approach or principle is addressed
by the organization.
10, 66 - 72
4.12
• Externally developed economic, environmental, and social charters, principles, or other
initiatives to which the organization subscribes or endorses.
76, 85, 88
4.13
• Memberships in associations (such as industry associations) and/or national/
international advocacy organizations in which the organization:
- Has positions in governance bodies
- Participates in projects or committees
- Provides substantive funding beyond routine membership dues
- Views membership as strategic
76, 85, 88
4.14
• List of stakeholder groups engaged by the organization.
11 - 12
4.15
• Basis for identification and selection of stakeholders with whom to engage.
11 - 12
4.16
• Approaches to stakeholder engagement, including frequency of engagement by type
and by stakeholder group.
12 -13
4.17
• Key topics and concerns that have been raised through stakeholder engagement,
and how the organization has responded to those key topics and concerns, including
through its reporting.
12 - 13
128
Information on management approach
ECONOMIC DIMENSION
Page numbers
• Economic Performance
10
• Market Presence
45 - 46
• Indirect Economic Impacts
10 - 13
Page numbers
ENVIRONMENTAL DIMENSION
• Materials
90 - 91
• Energy
90 - 91
• Water
90 - 91
• Biodiversity
41 - 42
• Emissions, Effluents, and Waste
94
• Products and services
97
• Compliance
87
• Transport
95
• Overall
86
Page numbers
SOCIAL DIMENSION – Labour Practices and Descent Work
• Employment
100 - 110
• Labour/Management Relations
106 - 111
• Occupational Health and Safety
122 - 123
• Training and Education
117 - 120
• Diversity and Equal Opportunity
109 - 111
SOCIAL DIMENSION - Human Rights
Page numbers
• Investment and Procurement Practices
117 -118
109 - 112, 116
• Non-discrimination
114
• Freedom of Association and Collective Bargaining
• Abolition of Child Labour
In light of the sphere of operation
of ”la Caixa” no risk operations
or activities have been identified.
• Prevention of Forced and Compulsory Labour
In light of the sphere of operation
of ”la Caixa” no risk operations
or activities have been identified.
129
• Security Practices
122 - 123
• Indigenous Rights
Not applicable to the activities of ”la Caixa”.
Page numbers
SOCIAL DIMENSION - Society
74 - 85
• Community
69
• Corruption
”la Caixa” is not in any way involved in carrying
out lobbying activities or policies.
• Public Policy
There are no open procedures being followed
against ”la Caixa” due to anti-competitive practices.
• Anti-Competitive Behaviour
The Full Annual Report on Good Corporate Governance 2007,
2007 Annual Repor
• Compliance
Page numbers
SOCIAL DIMENSION - Product Responsibility
• Customer Health and Safety
66 - 72
• Product and Service Labelling
66 - 72
• Marketing Communications
66 - 72
• Customer Privacy
66 - 72
• Compliance
66 - 72
130
CONTENTS GRI G3
Indicator GRI G3
Type
Page
numbers
Assurance
ECONOMIC PERFORMANCE INDICATORS
EC1
• Direct economic value generated and distributed, including revenues, operating
costs, employee compensation, donations and other community investments,
retained earnings, and payments to capital providers and governments.
C
10
4
EC2
• Financial implications and other risks and opportunities for the organization’s
activities due to climate change.
C
41 - 42
4
EC3
• Coverage of the organization’s defined benefit plan obligations.
C
115
4
EC4
• Significant financial assistance received from government.
C
118
Reporting only on
training assistance
received.
EC5
• Range of ratios of standard entry level wage compared to local minimum wage
at significant locations of operation.
A
100
4
EC6
• Policy, practices, and proportion of spending on locally-based suppliers at
significant locations of operation.
C
96 - 97
4
EC7
• Procedures for local hiring and proportion of senior management hired from the
local community at locations of significant operation.
C
116 - 117.
4
EC8
EC9
There are no existing
procedures in
place for the local
hiring of senior
management.
• Development and impact of infrastructure investments and services provided
primarily for public benefit through commercial, in-kind, or pro bono
engagement.
C
• Understanding and describing significant indirect economic impacts, including
the extent of impacts.
A
4
35, 37, 41, 42
4
75 - 82
4
ENVIRONMENTAL PERFORMANCE INDICATORS
EN1
• Materials used by weight or volume.
C
92
4
EN2
• Percentage of materials used that are recycled input materials.
C
92
4
EN3
• Direct energy consumption by primary energy source.
C
92
Report only provides
information for
”la Caixa” Head
Office.
EN4
• Indirect energy consumption by primary source.
C
93
information for
”la Caixa” Head
Office and
Sumasa.
EN5
• Energy saved due to conservation and efficiency improvements.
A
The only direct energy
consumption is gas
oil for emergency
equipment. Its
consumptions not
relative and
savings due to
efficiency cannot be
estimated.
131
4
Indicator GRI G3
Type
Page
numbers
Assurance
EN6
• Initiatives to provide energy-efficient or renewable energy based products
and services, and reductions in energy requirements as a result of these
initiatives.
A
41 – 42
Report only
provides qualitative
information.
EN7
• Initiatives to reduce indirect energy consumption and reductions achieved.
A
90, 94
Report only
information.
EN8
• Total water withdrawal by source.
C
91, 92
information of emissions
for ”la Caixa” Head
Office and Sumasa.
EN9
• Water sources significantly affected by withdrawal of water.
A
Indicator not
applicable to
activities of
”la Caixa”.
N/A
EN10
• Percentage and total volume of water recycled and reused.
A
Indicator not
applicable to
activities of
”la Caixa”.
N/A
EN11
• Location and size of land owned, leased, managed in, or adjacent to, protected
areas and areas of high biodiversity value outside protected areas.
C
Indicator not
applicable as
”la Caixa” does
not dispose of
infrastructures in
areas of high
biodiversity or
protected.
N/A
EN12
• Description of significant impacts of activities, products, and services on
biodiversity in protected areas and areas of high biodiversity value outside
protected areas.
C
Indicator not
applicable as
”la Caixa” does
not dispose of
infrastructures in areas
of high biodiversity or
protected.
N/A
EN13
• Habitats protected or restored.
A
Indicator not
applicable to
activities of
”la Caixa”.
N/A
EN14
• Strategies, current actions, and future plans for managing impacts on
biodiversity.
A
Indicator not
applicable to
activities of
”la Caixa”.
N/A
EN15
• Number of IUCN Red List species and national conservation list species with
habitats in areas affected by operations, by level of extinction risk.
A
Indicator not
applicable to
activities of
”la Caixa”.
N/A
EN16
• Total direct and indirect greenhouse gas emissions by weight.
C
92
information of
emissions for
”la Caixa” Head
Office and Sumasa.
EN17
• Other relevant indirect greenhouse gas emissions by weight.
C
95
4
EN18
• Initiatives to reduce greenhouse gas emissions and reductions achieved.
A
94
Report only
information.
132
Indicator GRI G3
Type
Page
numbers
Assurance
EN19
• Emissions of ozone-depleting substances by weight.
C
Indicator Not Applicable
as ”la Caixa” does not
produce high levels
of emissions which
destroy the
ozone layer.
N/A
EN20
• NO, SO, and other significant air emissions by type and weight.
C
in light of the low
level of fossil fuel
consumption
of ”la Caixa”.
N/A
EN21
• Total water discharge by quality and destination.
C
as in 2007 ”la Caixa”
was not responsible
for any significant
spillage of waste
waters.
N/A
EN22
• Total weight of waste by type and disposal method.
C
94
Data reported only
for ”la Caixa”
Head Office
and some
affiliates.
EN23
• Total number and volume of significant spills.
C
as in 2007
no significant
spill occurred
in ”la Caixa”
N/A
EN24
• Weight of transported, imported, exported, or treated waste deemed
hazardous under the terms of the Basel Convention Annex I, II, III, and VIII,
and percentage of transported waste shipped internationally.
A
Indicator not
applicable to
activities of
”la Caixa”.
N/A
EN25
• Identity, size, protected status, and biodiversity value of water bodies
and related habitats significantly affected by the reporting organization’s
discharges of water and runoff.
A
Indicator not
applicable to
activities of
”la Caixa”.
N/A
EN26
• Initiatives to mitigate environmental impacts of products and services, and
extent of impact.
C
41 - 42, 90 - 91
Report only
information.
EN27
• Percentage of products sold and their packaging materials that are reclaimed
by category.
C
given that ”la Caixa”
does not sell products
susceptible to being
reclaimed.
N/A
EN28
• Monetary value of significant fines and total number of non-monetary
sanctions for non-compliance with environmental laws and regulations.
C
During the financial
year 2007 ”la Caixa”
was not subject to
any fines or legal
sanctions whatsoever,
related to compliance
with environmental
regulations.
4
133
Indicator GRI G3
Type
Page
numbers
Assurance
EN29
• Significant environmental impacts of transporting products and other goods and materials
used for the organization’s operations, and transporting members of the personal.
A
94 - 95
4
EN30
• Total environmental protection expenditures and investments by type.
A
90
information regarding
the direct expenditures
on environmental
management.
SOCIAL PERFORMANCE INDICATORS - Labor practices
LA1
• Total workforce by employment type, employment contract,
and region.
C
103
4
LA2
• Total number and rate of employee turnover by age group, gender, and
region.
C
102, 119
No reporting of
workforce and average
employee turnover
by age group.
LA3
• Benefits provided to full-time employees that are not provided to temporary or
part-time employees, by major operations.
A
115
4
LA4
• Percentage of employees covered by collective bargaining agreements.
C
114
4
LA5
• Minimum notice period(s) regarding operational changes, including whether it
is specified in collective agreements.
C
114
4
LA6
• Percentage of total workforce represented In formal joint management–
worker health and safety committees that help monitor and advise on
occupational health and safety programs.
A
122
4
LA7
• Rates of injury, occupational diseases, lost days, and absenteeism, and number
of work related fatalities by region.
C
123
4
LA8
• Education, training, counselling, prevention, and risk-control programs in place
to assist workforce members, their families, or community members regarding
serious diseases.
C
122
4
LA9
• Health and safety topics covered in formal agreements with trade unions.
A
122
4
LA10
• Average hours of training per year per employee by employee
category.
C
118 - 119
Information not
broken down by
employee category.
LA11
• Programs for skills management and lifelong learning that support the
continued employability of employees and assist them in managing career
endings.
A
118 - 119
4
LA12
• Percentage of employees receiving regular performance and career
development reviews.
A
120
4
LA13
• Composition of governance bodies and breakdown of employees per category according
to gender, age group, minority group membership, and other indicators of diversity.
C
110, 113.
Corporate Governance
2007
Information not
broken down
by age group.
LA14
• Ratio of basic salary of men to women by employee category.
C
109
4
134
Indicator GRI G3
Type
Page
numbers
Assurance
SOCIAL PERFORMANCE INDICATORS - Human rights
HR1
• Percentage and total number of significant investment agreements that
include human rights clauses or that have undergone human rights
screening.
C
Indicator not applicable as
all major investments
were carried in OECD
countries where no
significant Human
Rights risks were
determined.
N/A
HR2
• Percentage of significant suppliers and contractors that have undergone
screening on human rights and actions taken.
C
76, 96
4
HR3
• Total hours of employee training on policies and procedures concerning
aspects of human rights that are relevant to operations, including the
percentage of employees trained.
A
Information
unavailable.
I/U
HR4
• Total number of incidents of discrimination and actions taken.
C
109
4
HR5
• Operations identified in which the right to exercise freedom of association and
collective bargaining may be at significant risk, and actions taken to support
these rights.
C
114. In light of the
sphere of operation of
”la Caixa” no risk
operations or activities
have been identified.
4
HR6
• Operations identified as having significant risk for incidents of child
labour, and measures taken to contribute to the elimination of
child labour.
C
In light of the
operations or
activities have been
identified.
4
HR7
• Operations identified as having significant risk for incidents of forced or
compulsory labour, and measures to contribute to the elimination of forced or
compulsory labour.
C
In light of the
operations or activities
have been identified.
4
HR8
• Percentage of security personnel trained in the organization’s policies
or procedures concerning aspects of human rights that are relevant to
operations.
A
68
4
HR9
• Total number of incidents of violations involving rights of indigenous people
and actions taken.
A
Indicator Not
Applicable
to The Activities
of ”la Caixa”.
N/A
SOCIAL PERFORMANCE INDICATORS - Society
SO1
• Nature, scope, and effectiveness of any programs and practices that assess
and manage the impacts of operations on communities, including entering,
operating, and exiting.
C
SO2
• Percentage and total number of business units analyzed for risks related to
corruption.
C
SO3
• Percentage of employees trained in organization’s anti-corruption policies and
procedures.
C
SO4
• Actions taken in response to incidents of corruption
C
135
74 - 75
4
69 - 71
4
70
4
69 - 70
Information
is provided
regarding policy
in this area.
Indicator GRI G3
Type
Page
numbers
Assurance
SO5
• Public policy positions and participation in public policy development
and lobbying.
C
”la Caixa” is not in
any way involved in
nor has it any policy
regarding public
policies or the activity
of lobbying.
4
SO6
• Total value of financial and in-kind contributions to political parties, politicians,
and related institutions by country.
A
Good Corporate
Governance 2007.
Information only
provided on credits to
political groups with
representatives on local
corporations
and autonomous
legislative assemblies
which have
participated in the
election process.
SO7
• Total number of legal actions for anticompetitive behaviour, anti-trust, and
monopoly practices and their outcomes.
A
There are no
procedures open
against ”la Caixa” for
anti-competitive
practices.
4
SO8
• Monetary value of significant fines and total number of non-monetary
sanctions for non-compliance with laws and regulations.
C
70
4
SOCIAL PERFORMANCE INDICATORS - Product reponsability
PR1
• Life cycle stages in which health and safety impacts of products
and services are assessed for improvement, and percentage
of significant products and services categories subject to such
procedures.
C
68 - 71
4
PR2
• Total number of incidents of non-compliance with regulations
and voluntary codes concerning health and safety impacts of
products and services during their life cycle, by type of
outcomes.
A
55, 70
4
PR3
• Type of product and service information required by procedures,
and percentage of significant products and services subject to
such information requirements.
C
71
4
PR4
• Total number of incidents of non-compliance with regulations and
voluntary codes concerning product and service information and labelling,
by type of outcomes.
A
58, 71
4
PR5
• Practices related to customer satisfaction, including results of surveys
measuring customer satisfaction.
A
54 - 58
4
PR6
• Programs for adherence to laws, standards, and voluntary codes
related to marketing communications, including advertising, promotion,
and sponsorship.
C
71
4
PR7
• Total number of incidents of non-compliance with regulations and voluntary
codes concerning marketing communications, including advertising,
promotion, and sponsorship by type of outcomes.
A
71
4
PR8
• Total number of substantiated complaints regarding breaches of customer
privacy and losses of customer data.
A
56 - 57
4
PR9
• Monetary value of significant fines for non-compliance with laws and
regulations concerning the provision and use of products and services.
C
70
4
136
FINANCIAL SERVICES SECTOR INDICATORS
Page numbers
Assurance
CSR 1 • CSR policy
5, 9, 11 - 13
4
CSR 2 • CSR Organisation
5, 9, 11 - 13
4
CSR 3 • CSR Audits
86 - 87, 143
Information only on
assurance of the SR report
and the Quality and
Environmental Audits.
69 - 71
4
70, See indicators EN28,
EN30, HR4, SO4, SO7,
SO8, PR2, PR4, PR7,
PR8, PR9
4
11 - 13
4
109 - 123
4
109, 119
4
124
4
2007 Annual Report on Good
Corporate Governance.
4
No direct
relationship.
4
109
4
102, 112
4
77 - 86. Entire 2007 Obra
Social Annual Repor.
Assured except with
respect to the Obra
Social report.
75
4
SOCIAL PERFORMANCE INDICATORS
CSR 4 • Management of Sensitive Issues (corruption, contributions to political
parties, money laundering, identification of terrorist money…)
CSR 5 • Non-Compliance (laws, regulatory codes of conduct, standards…)
CSR6
• Stakeholder Dialogue (including socially oriented awards)
INTERNAL SOCIAL PERFORMANCE
INT 1
• Internal CSR HR Policy (equal opportunity, freedom of association, training,
layoff policy, health and safety…)
INT 2
• Staff Turnover and Job Creation
INT 3
• Employee Satisfaction
INT 4
• Senior Management Remuneration and board of directors
INT 5
• Bonuses Fostering Sustainable Success
INT 6
• Female-Male Salary Ratio
INT 7
• Employee Profile (gender, disability…)
PERFORMANCE TO SOCIETY
SOC1 • Charitable Contributions, community investment and sponsorship
SOC2 • Economic Value Added
SUPPLIERS
SUP1
• Screening of Major Suppliers.
96
Information only on
legal compliance
and actions to be
implemented in
2007.
SUP2
• Supplier Satisfaction.
96
4
137
Page numbers
Assurance
25 - 31
4
25 - 34
2007 Annual Report.
4
25 - 34
4
35 - 36, 41 - 42
4
All Investment Banking
operations are carried out
with OECD clients.
4
25 - 42
4
RETAIL BANKING
RB1
• Socially relevant elements of Retail Banking (products to fight social exclusion…)
RB2
• Lending profile (sectors, S&MEs…)
RB3
• Lending with High Social Benefits and Sustainability (products with social criteria…)
INVESTMENT BANKING
IB1
• Social and Environmental elements in Investment Banking Policy
IB2
• Customer Profile Global Transaction Structure of Investment Banking Customers
IB3
• Transactions with High Social-Environmental Benefit
ASSET MANAGEMENT
AM1
• Socially relevant elements of Asset Management Policy
Indicator not applicable
due to the coverage
of CSR Report.
N/A
AM2
• Assets under Management with High Social Benefit
due to the coverage
of CSR Report.
N/A
AM3
• Promoting Socially Responsable Investment
due to the coverage
of CSR Report.
N/A
INSURANCE
INS1
• Socially relevant elements of Underwriting Policy
due to the coverage
of CSR Report.
N/A
INS2
• Customer Profile
due to the coverage
of CSR Report.
N/A
INS3
• Customer Complaints
due to the coverage
of CSR Report.
N/A
INS4
• Insurance with High Social Benefit
due to the coverage
of CSR Report.
N/A
41 - 42, 95
4
95
4
SOCIAL PERFORMANCE INDICATORS
F1
• Description of environmental policies applied to core
business lines.
F2
• Description of process(es) for assessing and screening environmental risks in
core business lines.
F3
• State the threshold(s) at which environmental risk assessment procedures are
applied to each core business line.
138
Information
unavailable.
I/U
Page numbers
Assurance
SOCIAL performance indicators
F4
• Description of processes for monitoring clients’ implementation
of and compliance with environmental aspects raised in risk assessment
process(es).
Information
unavailable.
I/U
F5
• Description of process(es) for improving staff competency in addressing
environmental risks and opportunities.
89 - 90
4
F6
• Number and frequency of audits that include the examination of
environmental risk systems and procedures related to core business lines.
86 - 87
4
F7
• Description of interactions with clients/investee companies/business partners
regarding environmental risks and opportunities.
41 - 42
4
F8
• Percentage and number of companies held in the institution’s portfolio with
which the reporting organisation has engaged on environmental issues.
41 - 42, 88, 95
Information only
given on funding for
renewable energies.
F9
• Percentage of assets subjected to positive, negative and best-in-class
environmental screening.
Information
unavailable.
I/U
F10
• Description of voting policy on environmental issues for shares over
which the reporting organisation holds the right to vote shares or
advise on voting.
”la Caixa” does not have
specific procedures
in this respect.
4
F11
• Percentage of assets under management where the reporting organisation
holds the right to vote shares or advise on voting.
Information
unavailable.
I/U
F12
• Total monetary value of specific environmental products and services broken
down according to the core business lines.
Information
unavailable.
I/U
F13
• Value of portfolio for each core business line broken down by specific
region and by sector.
Information
unavailable.
I/U
139
GLOBAL COMPACT
HUMAN RIGHTS
Page numbers
• Companies must support and respect the protection of international
human rights, within their scope of influence.
116
• Companies must assure they are not involved in or party to any human
rights violations.
116
Page numbers
LABOR
• Companies must defend freedom of association and collective bargaining.
114, 116
• Companies must prevent forced and compulsory labour.
116
• Companies must work towards the abolition of child labour.
116
• Companies must eliminate promote non-discrimination regarding work and
employment.
116
Page numbers
ENVIRONMENTAL
• Companies must support a policy of precaution regarding environmental
challenges.
86, 89 - 90
• Companies must undertake initiatives to promote environmental
responsibility.
89 - 90
• Companies must advance the development and promotion of
environmentally friendly technologies.
89 - 90
Page numbers
ANTI-CORRUPTION
• Companies must fight all forms of corruption, including blackmail and
bribery.
140
69 - 70, 116
Verification Report
8
8. Verification Report
The present Corporate Responsibility
Report of “la Caixa” has been compiled
in accordance with the standards set by
the Sustainability Reporting Guidelines
published in 2006 and known as G3
Guidelines.
According to the guidelines, certain
requirements must be met regarding
levels of application of these and which
are listed in the table below.
“la Caixa” considers that the Corporate
Responsibility Report meets the
requirements associated with Level A+
of the G3 Application, which implies
compliance with specifications associated
with level A of G3 in regard to Profile,
Management Approach and Performance
Indicators, and that the report has also
been submitted for assurance or methods
of verification which have entailed:
• External assurance by an independent
firm that are demonstrably competent
in the subject matter and professional
assurance practices.
• Follow up of the assurance procedures
applied; described in the auditor’s report
and which have been duly documented.
• Assessment of the extent which the
contents and structure of the Corporate
Responsibility Report have applied
the Global Reporting Initiative G3
guidelines and verification whether
content and indicators presented
correspond to those recommended by
the aforementioned guidelines.
• Presentation of results of assurance
report, complete with the auditor’s
conclusions and which is included in the
Corporate Responsibility Report.
In Chapter 7 of the Corporate
Responsibility Report, in the section
regarding the Summary of GRI Indicators,
page numbers and scope of requirements,
management approach and indicators
are provided. In case of omission of core
performance indicators, but also for
additional indicators, the page number
of the Report explaining the reason for
the omission is given, having taken into
account the Materiality Principle in these
cases.
142
For further information:
General
”la Caixa”
Avda. Diagonal, 621-629. 08028 - Barcelona
Telephone no.: (0034) 93 404 60 00 / Fax: (0034) 93 339 57 03
Website address: www.laCaixa.es
Corporate Responsibility Report
Corporate Responsibility and Brand Division
Avda. Diagonal, 621-629. 08028 - Barcelona
Telephone no.: (0034) 93 404 60 00 / Fax: (0034) 93 339 57 03
If you wish to send us any remarks or have any queries regarding this
report, please write to the following address: rsc@lacaixa.es
Other publications:
”la Caixa” Annual Report 2007
”la Caixa” Annual Report on the Obra Social 2007
Credits
Concept and coordination of content:
Valores & Marketing
Design:
Exit de disseny
Layout:
MediaResponsable
Photographs:
Front cover: GETTI IMAGES
Pg. 6, 9, 11, 18, 20, 22 (2nd photography), 23 (3rd and 4th photography), 24,
31, 33, 38, 43, 44, 47, 49, 50, 65 (2nd photography), 98, 99, 101, 113, 121,
125, 141: EXITDESIGN
Pg. 21: Andersen Ross
Pg. 22 (1st photography), 59: David Campos
Pg. 23 (1st photography): Joan Magats
Pg. 23 (2nd photography), 80 (2nd photography): Pere Ferrer
Pg. 26, 27: Agencia Bassat
Pg. 32: Jordi Nieva
Pg. 77, 80: Frame Zero
Pg. 97: Jordi Martínez de Setcases

la Caixa

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