la Caixa” Social Responsibility Report Commitment to responsible

Transcription

2006
”la Caixa” Social Responsibility Report
Commitment to responsible management
Executive report
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 Social Responsibility
Teresa Algans
Director of the Corporate Reputation and Quality Division
Avda. Diagonal, 621-629. 08028 - Barcelona
Telephone no.: (0034) 93 404 75 74 / Fax: (0034) 93 404 63 29
The full version of this report can be found at:
www.lacaixa.es/responsabilidadsocial
If you wish to send us any remarks or have any queries regarding
this report, please write to the following address: rsc@lacaixa.es.
Caja de Ahorros y Pensiones de Barcelona
Av. Diagonal, 621-629 - 08028 Barcelona, España
Telephone no.: (34) 93 404 60 00
Fax: (34) 93 339 57 03
Télex: 52623-CAVEA E AND 50321-CAIX E
Internet
www.laCaixa.es
Other publications:
2006 ”la Caixa” Annual Report
2006 ”la Caixa” Welfare Projects Annual Report
SOCIAL RESPONSIBILITY
REPORT 2006
Commitment to responsible
management
Executive report
Social Responsibility Report 2006 ”la Caixa”
1
2
INDEX
1.
Introduction
4
2.
About ”la Caixa”
6
3.
”la Caixa” and its Clients
22
4.
”la Caixa” and its Employees
32
5. ”la Caixa” and Society
40
6. ”la Caixa” and the Environment
46
7. Verification Report
51
3
1. Introduction
1. Introduction
Ricardo Fornesa
President
Isidro Fainé
CEO
We are pleased to present the 3rd Annual Corporate Social Responsibility Report. It details
the foremost events and developments that have unfolded at ”la Caixa” in 2006 in terms
of socially responsible management.
For the first time this year, this ”la Caixa” report has been verified by the external auditing
firm Deloitte. They have verified that it meets the guidelines set by the Global Reporting
Initiative (GRI-3) at the highest level (A+). It provides a balanced and rational presentation
of the economic, social and environmental performance of the institution. The report can
be read in full on our corporate website: www.lacaixa.es.
As far as our interest groups are concerned – clients, employees and society – we wanted
to underline the endeavours undertaken by the institution through day-to-day work in
order to convey to these groups the corporate values of trust, quality and social commitment,
which lay the foundations of our actions.
Throughout the past year, 477,000 new clients have placed their trust in our institution.
This growth has been witnessed among all groups including young people, the elderly,
new residents and even companies. It is worthwhile highlighting the degree to which the
institution has progressed in making access to financial services easier, an area of action
that has materialised in an increased number of branches and in endeavours being taken
to remove physical, sensory and language-related barriers.
4
1. Introduction
Ever since its inception, ”la Caixa” has been
characterised by its calling for service to society,
which is based on three values: trust, social
commitment and quality. These values constitute
the benchmark of the organisation as a whole
and are the key to our management model.
Another of the major lines of action promoted by ”la Caixa” throughout 2006 has been the
professional and personal betterment of its 23,229 employees in line with the principles of
decentralisation and propinquity, which are characteristic of the institution. We are particularly
pleased to have received recognition from the OPTIMA Programme of the Spanish Ministry of
Labour and Social Affairs in acknowledgement of our model of professional equality between
men and women. We also wish to underline the social commitment undertaken by our
employees, channelled through the corporate volunteer work programme of ”la Caixa”.
Ever since its inception, ”la Caixa” has upheld a commitment to society that has materialised
in several areas of action, ranging from the development of services and products, such as
microcredits, for people who encounter difficulties accessing the financial system to initiatives
aimed at fostering enterprising spirit, business start-up and the various programmes of the
Obra Social or social work programme, which was earmarked 302.5 million euros in 2006.
We are proud of the fact that ”la Caixa” is the best-valued company on account of its social
programmes, according to a survey conducted by Fundación Empresa y Sociedad.
With this Annual Corporate Social Responsibility Report we wish to convey the achievements
made by ”la Caixa” employees in their commitment to our clients and society. We likewise
wish to take this opportunity to extend our gratitude to everyone who has placed their trust
in ”la Caixa” and we hope that this report truly and faithfully illustrates our desire to meet
their needs and expectations.
5
2. About “la Caixa“
6
• A history based on a commitment
• Mission, Vision and Values
• Responsible management at ”la Caixa”
8
10
15
7
A history based on a commitment
to Clients, Employees and Society
Accessibility to financial services, innovation and quality of service, the
professional and personal betterment of employees, financial integration
and the promotion of economic and social progress have laid the foundations
of the responsible performance of ”la Caixa” ever since its inception.
8
9
The commitment of ”la Caixa” to
its clients, its employees and society
is enshrined in its mission and is
conveyed by its vision and values.
10
The Mission, Vision and
Values of “la Caixa“
Mission
Vision
Values
Our mission is to foster saving and
investment by offering the best, most
comprehensive Financial Service to the
greatest number of clients possible and
making a firm contribution to society in
order to meet basic social and financial
needs in a flexible, tailored fashion.
The financial group spearheads the
Spanish market, generating value for
society, clients and employees.
The values of ”la Caixa” have always
been existent ever since the institution
was founded and they form the
benchmark for the actions of the
organisation.
Trust based on honesty and respect for
people, social commitment reflected in
both the Obra Social and indeed in all
the actions undertaken by ”la Caixa”
and quality based on professionalism
and innovation.
These are the three values that define
the identity of ”la Caixa”, which make
up the management model of the
institution, and which establish relations
between the organisation, clients,
employees and society.
11
The Mission, Vision and
Values of “la Caixa“
Q
L IT
COMMITM
EN
T
Clients
Employees
Society
UA
One of the aims of ”la Caixa” is to count on the trust of its
clients, employees, the beneficiaries of the Obra Social and
society in general. This has always been part and parcel of the
institution’s identity and will continue to be one of its foremost
values. In order to achieve this, ”la Caixa” and its employees
endeavour to carry out their responsibilities, making fair
decisions and keeping their promises.
AL
CI
SO
TR
Trust based on honesty and respect for people
T
US
Trust is upheld by means of day-to-day conduct. It steers
relations and becomes the benchmark for decision-making
and actions as an expression of the institution’s calling to serve
people.
Y
Accordingly, ”la Caixa” promotes honest, always respectful
treatment, based on dialogue, among its employees, clients
and society. It endeavours to better people’s abilities with the
conviction that trust begins at home.
12
Social commitment based on solidarity and respect
for people
Quality based on professionalism and innovation
”la Caixa” offers a quality Financial Service. Management
is undertaken with the client in mind, providing him with
useful, innovative services and products. Indeed, technological
innovation is employed as a vital tool to improving systems and
processes and commitments are taken on with professionalism.
The social commitment of ”la Caixa”, an expression of its will to
contribute to the betterment of the social environment, is not
merely an aspect that makes the institution stand out from the
rest: it is the essence of ”la Caixa”.
The commitment to society is not only illustrated in the Obra
Social, but also in the host of activities that ”la Caixa” unfolds:
achieving results, investing, creating vacancies and promoting
the Obra Social with the profits obtained. The calling to play a
role in society is evident in every one of the institution’s activities
and it encourages efficient management of resources in order
to meet needs through a Universal Financial Service and the
strengthening of the social fabric.
Each of the employees of ”la Caixa” contributes to teamwork
to the best of their professional ability, showing commitment
to their work and carrying out each of their responsibilities in
an efficient manner. Aside from strictly fulfilling their jobs, they
must be able to uphold and encourage an innovative attitude,
to contribute with new ideas, and to propose and make
improvements.
This aptitude for innovation distinguishes the institution from its
competitors, keeping it in pole position. This is one of the key
elements to the development of ”la Caixa”.
Remaining faithful to a commitment to society demands ethical
action and respect for each of its members. It also requires
continual assistance that is close at hand in order to identify
constant changes, even before they take place. Doing so will
make it possible to meet the needs of today and those of the
future in a suitable manner.
13
”la Caixa” is a non-profit, privately founded
savings and Financial Service bank that is not
attached to any other company and which
is devoted to attracting, administering and
investing the savings that are entrusted to it.
The main stakeholders of ”la Caixa” are its clients, its employees
and society. These three groups are represented on the General
Assembly; the supreme governing and decision-making body of
the institution.
The Caja de Ahorros y Pensiones de Barcelona has specified the
percentages of representation in its Articles of Association based
on a total of 160 members of the Assembly, as follows:
• 58 general directors representing the depositors, accounting
for 36%.
• 48 representatives of the founding institutions and other of
social interest, accounting for 30%.
• 34 representatives of local corporations, accounting for 21%.
• 20 representatives of the employees, accounting for 13%.
14
Responsible management at “la Caixa“
The groups of interest of “la Caixa“
10,083,517
Clients
23,229
Employees
18,644,718 participants benefiting
from the Obra Social of ”la Caixa”
15
The management model
The growth of ”la Caixa” is based on reliability,
profitability and efficiency.
Efficiency
Profitability
In addition to reliability and profitability,
efficiency is also one of the key pillars to
the growth of ”la Caixa”.
Profitability is another key pillar to the financial
results of ”la Caixa” and it has developed
positively in tandem with reliability.
• The efficiency ratio stood at 47.2% with a
reduction of 5 points.
• ROE (net income/common stockholder equity)
stands at 19.5%.
• ROA (net income/total average assets) stands at
0.9%.
• RORWA (net income/risk weighted assets) stands
at 1.4%.
16
Management
of challenges
Risk management
Innovation
Quality
Efficiency
Profitability
Reliability
Growth
Clients are at the heart
of the institution
Reliability
Growth
Caution and diversification are the defining
traits of the risk policy of ”la Caixa”. This
results in a high level of reliability, well above
legal requirements.
Managing challenges has made it possible
to establish ”la Caixa” as the third biggest
financial group in Spain and the leader of
Spanish and European banks.
• The reliability coefficient stands at 11.5%, the
TIER 1 stands at 8.3% and the Core Capital
stands at 6.2%.
• The delinquency rate stands at 0.33%.
• The development of delinquency coverage has
improved, currently standing at 444%.
• 337,260 million euros in total banking business
volume.
• 3025 million euros net income for ”la Caixa”.
• 1505 million euros recurrent income for ”la Caixa”.
• 18,480 million euros is the market value of listed
companies.
• 9976 million euros in latent capital gains, from the
portfolio of investee companies.
• 10,769 million euros in shareholders’ equity.
17
The model of responsible management at “la Caixa“
At ”la Caixa” responsible management is considered a process
of continual improvement that aspires to progress in achieving
the commitments undertaken with its groups of interest: clients,
employees and society as a whole.
These commitments in terms of responsible management are
based on the values of ”la Caixa”: trust, social commitment
and quality. These values play a vital role in shaping responsible
conduct and the suitable unfolding of it by the organisation.
With respect to the business strategy, these are the principles on
which the organisation has built a solid foundation and without
which it would not have earned its status as a market leader.
Along these lines, direction according to challenges, backed by
suitable decentralisation and independence, facilitates decisionmaking at all levels of the organisation of ”la Caixa”. To achieve
this, the institution encourages and ensures that all of the
employees of ”la Caixa” can develop both professionally and
personally.
On the context of these three values, the organisation brings its
vision in line with the principles of action by applying its own
management model.
In order to ensure consistency in the application of these
principles ”la Caixa” has implemented a management model
that rests on five pillars:
These principles set the strategy of ”la Caixa” in the fields of
business and organisation.
• Guidance for clients in accordance with their social and financial
requirements.
• Personalised treatment from the institution’s 23,229 professionals.
• Risk management based on caution and reliability.
• Multi-channel management simplifying access to the services
offered by ”la Caixa”.
• Propinquity thanks to over 5000 branches.
In this respect, the social utility of ”la Caixa”, which is evident
not only in the Obra Social but also in the financial sphere,
innovation focused on an ability to transform ideas into value,
pro-activeness in meeting clients’ needs, efficient business
management and good treatment from professionals working
for the institution all lay the foundations for the ”la Caixa”
strategy and they have enabled the institution to become one of
the foremost leaders of Spain’s financial sector.
MANAGEMENT MODEL
VISION
Leading financial group
on the Spanish market
generating value for
society, clients and
employees
VALUES
TRUST
SOCIAL COMMITMENT
QUALITY
18
PRINCIPLES OF ACTION
• Social utility
• Continual innovation
• Pro-activeness
• Efficiency
• Good treatment
PRINCIPLES
ORGANISATIONAL
• Direction by challenges
• Decentralisation and
independence
• Personal and professional
betterment of employees
• Flexibility and adaptation
Risks and opportunities
When it comes to determining the most relevant aspects
to responsible management at ”la Caixa”, the institution
focuses its attention on issues that are deemed important by
international organisations and institutions, ratings agencies
and analysts, the main benchmarks of the financial sector and
the chief groups of interest: clients, employees and society.
Based on the analysis made by the institution, various
expectations, concerns and needs are ascertained and strategic
lines are set out in order to meet those needs and expectations,
thereby mitigating the emergence of risks and optimising
opportunities.
These aspects form the core of the social responsibility policy of
”la Caixa” and are deemed as key issues, surrounding which the
institution has a calling to continue to improve in terms of its
future performance and the will for these issues to form part of
its strategy.
To do so, ”la Caixa” offers its interest groups a host of
dialogue mechanisms, including:
• The network of 5186 branches and 23,229 employees
• The internal and external communication channels, such
as the customer service office, the call centre and the
Suggestion Box
• The performance of research and studies into social and
financial needs
• Upholding constant relations with social, cultural,
educational and environmental organisations and institutions
Relevant aspects to relations
with the interest groups
Clients
Employees
Society
Environment
• Security, reliability,
transparency and trust
• Accessibility to financial
services
• Wide range of products and
services tailored to meet the
needs of all groups of clients
• Innovation to provide a better
quality service
• Dialogue with employees
• Equal opportunities, diversity
and employment integration
• Balance between working
and family life
• Screening, training and
professional development
processes
• Dialogue and institutional
participation
• Contribution to the economic
and social development of
the country
• Prevention of financial
exclusion
• Fostering the creation of
the business fabric
• Environmental management
at the institution
• Application of
environmental best practices
and principles
• Direct and indirect
environmental impact
of activities
19
Achievements and future challenges
Achievements in corporate reputation:
• Creation of the Sub-Directorate General for
Corporate Reputation
• Creation of the Division for Regulatory
Compliance, attached to the General
Secretariat of the Board of Directors
• The start of developments to the reputation
risk indicator map
Achievements with Clients:
Maintenance of the standard ISO 27001:2005
for Information Security Management for the
electronic channels of ”la Caixa”.
Launch of CaixaProtect to ensure security in
operations with Línea Abierta and automatic
teller machines.
Development of projects to make it easier
for disabled people to access branches and
automatic teller machines: the “Caixa Fácil”
operation.
Acquisition of the “A” and “AA” level
accessibility certification for the Línea Abierta
operation, in accordance with the W3C.
Certification according to ISO 9001 on service
management for new residents.
Launch of a system for gauging the satisfaction
of client companies.
Achievements
Future challenges
Future challenges with Clients:
Make 100% of the branches of ”la Caixa”
accessible.
Investment of 700 million euros between
now and 2010 in order to expand and
renew the network of branches and
automatic teller machines.
By 2010 there will be at least one fully
accessible automatic teller machine at each
branch.
The development of the INREDIS project
between now and 2010 in order to bridge
the gap between ICTs and disabled people.
20
Achievements with Employees:
Achievements in Society:
Environment achievements:
330 meetings held between the
Directorate General and the Regional
Network.
Incorporation of the commitments of
the UN Global Compact into agreements
with suppliers.
Renewal and improvement of the internal
communication channels: Canal Caixa.
Strengthening of the line of basic
products for people who encounter
difficulties in accessing the financial
system.
Acquisition of the Environmental Quality
Assurance distinction for the network of
1789 branches in Catalonia, awarded by
the Generalitat Government.
Improvement of the internal innovation
channels: Suggestion Box and
Participative Innovation Forum.
Recognition in the OPTIMA programme
of the Spanish Ministry of Labour and
Social Affairs.
Carrying out the first survey on striking
a balance between working and
personal life.
Publication of the Guide for Promoting
Voluntary Work within the Company.
Incorporation of a line of fair trade
products into the Star Points Catalogue.
Projects to improve saving in terms
of shipments and use of paper:
computerisation of signatures and client
identification documents.
Introduction of recycling bins on all floors
of the central service buildings
Investment of 302.5 million euros in
society through the Obra Social.
Consolidation of the Financial Service
Advisor Programme.
Future challenges with Employees:
Future challenges in Society:
Future Environmental challenges:
Launch of actions for improvement
within the framework of the OPTIMA
programme: screening suppliers,
returning to work following maternity
leave, review of communication for
gender equality issues.
Launch of a supplier satisfaction survey.
To extend the environmental quality
distinction to the entire regional
network.
Creation of a bank specialising in
microcredits.
An investment of 400 million euros into
society in 2007 through the Obra Social.
Launch of actions for striking a balance
between working and personal life.
21
To minimise paper use and waste.
Inclusion of social and environmental
impact checks in major financial
transactions.
3. “la Caixa“ and its Clients
22
3. ”la Caixa” and its Clients
• Introduction
• Main figures
• Security, reliability,
• Accessibility to Financial Services
• Wide range of products and services
tailored to meet the needs of all
groups of clients
• Innovation to provide a better
quality service
24
25
26
27
28
30
23
Introduction
ST
AL
CI
SO
U
TR
Q
UA
L IT
COMMITM
EN
T
Clients
Y
Trust
Social Commitment
Quality
Professional business management
forms the basis for creating trust. In
order to earn the trust of its clients,
”la Caixa” unfolds a cautious, varied
risk policy, assures utmost security
in all transactions and upholds a
relationship with clients which is
based on responsibility, transparency
and ethics.
Simplifying accessibility to products
and services and assuring a Financial
Service that is available to all so that
no one remains excluded from the
financial sector are the key themes of
the institution’s social commitment
to its clients.
Being at the disposal of clients
whenever they need it is a typical
attitude at ”la Caixa” which is
underlined by the professionalism of
its employees, offering all of them
the most suitable means and the most
innovative solutions.
Accessibility
• 5186 branches (5179 branches in
Spanish territory and 7 representative
branches in foreign countries).
• 98% of the ”la Caixa” branches are
designed according to the completely
personalised service model.
• 72% of the branches of ”la Caixa”
are fully accessible thanks to the zero
elevation policy.
• All of the ”la Caixa” automatic teller
machines, 7493, have adapted keypads
for the visually impaired and 66 are
equipped with voice guidance systems.
• 5.7 million euros investment in R+D.
• ”la Caixa” is the top financial institution
in Spain, the second in Europe and
the third in the world in terms of the
number of automatic teller machines.
• 7.8 million clients have used the
institution’s automatic teller machines
carrying out nearly 485 million
transactions.
• 4.3 million clients of Línea Abierta.
• 90,122 clients have used Línea Abierta
Móvil.
• 620,415 clients have used the
CaixaMóvil SMS alert system.
• 170,517 satisfaction surveys carried out
on clients.
• 66% of clients give the service offered
by ”la Caixa” a rating of 8 or more
(on a scale of 0 to 10).
• ”la Caixa” is the second institution
with the least complaints received in
relation to its turnover according to the
latest report on claims from the Bank of
Spain.
• Standard & Poor’s has raised short- and
long-term ratings for ”la Caixa” from
‘A+/A-1’ to ‘AA-/A-1+’, respectively,
with a steady outlook.
• Risk management, monitoring and
measurement are carried out in
accordance with the guidelines set
forth in the New Basel Capital Accord
(NBCA).
• Data protection, bank secrecy
and security in transactions are an
acknowledged and well-established
principle of action in the organisation.
A Financial Service that is available to all
• ”la Caixa” offers its more than 10
million clients worldwide solutions that
are adapted to meet their needs.
• 343,347 companies are clients of
”la Caixa”.
• 711,231 new residents are clients
of ”la Caixa”.
• 493,717 clients between the ages of
18 and 25 enjoy the benefits of the
LKXA programme.
• 1,468,924 senior citizens benefit from
Club Estrella.
24
Main figures
The more than 10 million clients of ”la Caixa” stem from a wide range of backgrounds.
In 2006, 477,000 new clients placed their trust in the institution. Moreover, 30% of its
new clients are new residents.
GROWTH IN THE NUMBER
OF CLIENTS OF “la Caixa”
THE CLIENT BASE OF “la Caixa”
343,347 177,283
572,564
8285
8744
9154
9607
10,083
Private individuals
Individual entrepreneurs
Companies
8,990,323
Others
ORIGIN OF PRIVATE CLIENTS (RESIDENTS) OF OTHER NATIONALITIES
North America
27,691
Europe
191,308
Eurasia
6,007
Asia
78,017
Africa
157,848
South America
249,921
Oceania
439
Total 711,231
25
Issues that are relevant to clients are dealt with by the institution
through a range of actions that we will set out below.
Security, reliability,
DELINQUENCY RATE
0.45%
• ”la Caixa” unfolds a cautious and varied risk policy that results
in systematically lower delinquency rates compared to those
of the Spanish financial system as a whole. ”la Caixa” has
been included in the group of Spanish financial institutions of
advance risk management systems Basle II. Likewise, Standard
& Poor’s has raised the short- and long-term ratings for
”la Caixa” from “A + / A -1” to “AA - / A - 1+”, respectively,
with a steady outlook.
0.39%
0.33%
• ”la Caixa” carries out a proactive policy when it comes to
preventing money laundering by devoting human resources to
training employees in this particular area.
• The host of security measures adopted by ”la Caixa” has
made it possible for the branches of the institution to be
among the most secure in the entire Spanish banking sector.
”la Caixa” is the financial institution with the least robberies
per branch of the entire sector.
DELINQUENCY COVERAGE
• Both personal data protection and banking secrecy are a
recognised and well-established principle for action in the
institution at large. ”la Caixa” is one of the first Spanish
financial institutions to acquire the international certification
ISO 27001:2005 for its Information Security Management
System.
• As a result of the work carried out by ”la Caixa” in favour
of fraud prevention and detection, in 2006 it launched
CaixaProtect for its clients, a service that improves and
expands security cover in the use of credit cards and in Línea
Abierta.
• In order to address the issue of service charges, ”la Caixa”
has created ServiCuentas, which offers its clients a host of
integrated services with just one fee, making it one of the
most competitive on the market.
26
Accessibility to financial services
• With its 5179 branches ”la Caixa” is present in all Spanish
towns with a population of more than 20,000 inhabitants, in
86% of towns with between 5000 and 20,000 inhabitants,
in 44% of those with between 3000 and 5000 inhabitants
and in 17% of those with between 1000 and 3000
inhabitants.
TERRITORIAL DISTRIBUTION
OF “la Caixa” BRANCHES BY
AUTONOMOUS COMMUNITY
Galicia
182
• 98% of branches are designed according to the completely
personalised service model. 72% of branches are currently
accessible for disabled people. All new branches are designed
in accordance with the zero elevation goal, which determines
strict accessibility criteria.
Basque
Asturias Cantabria country
Navarre
75
44
170
54
La Rioja
28
Castile and Leon
Aragon
201
93
Catalonia
1.789
Madrid
751
Extremadura
64
• The network of automatic teller machines of ”la Caixa”, with
7493 terminals, is the largest in Spain, the second largest in
Europe and the third in the world. Additionally, 5328 of these
terminals are ServiCajeros.
CastileLa Mancha
114
Andalusia
607
Canary islands
150
• All automatic teller machines of ”la Caixa” are equipped
with keypads for the visually-impaired. The institution has
launched an adaptation plan so that by 2010 at least one
cash machine per branch will meet all the physical, sensory
and psychological accessibility requirements.
• This policy has led to ”la Caixa” becoming the first institution
in Spain to have an accessible online banking service. Línea
Abierta, which is the ”la Caixa” online banking service,
acquired the level “A” certification in 2006, in accordance
with the international standards of the Web Accessibility
Initiative (WAI), as determined by the World Wide Web
Consortium (W3C), for regular operations which account for
more than half of all operations clients make. The ”la Caixa”
website has likewise been certified with level “AA”.
Valencia
community
478
Murcia
131
Ceuta and Melilla
6
PRESENCE OF “la Caixa” BRANCHES
ACCORDING TO THE SIZE OF THE
RESPECTIVE COMMUNITY
• In 2006, ”la Caixa” strengthened all its electronic channels
by offering new services and benefits which enhance its
user-friendliness. Of the 4.3 million clients who have signed
up for Línea Abierta, somewhere in the region of 2 million
have carried out 864 million transactions online.
Up to 1000 inhabitants
From 1001 to 3000 inhabitants
From 3001 to 5000 inhabitants
From 5001 to 20,000 inhabitants
More than 20,000 inhabitants
27
Balearic
islands
242
A wide range of products and services adapted
to the needs of all our client groups
• ”la Caixa” develops a banking model
that is available to all and which is
centred on service and attending to the
specific needs and requests of its more
than 10 million clients, among which
there are young people, senior citizens,
families, new residents, SMEs, the
agricultural sector, etc. Close relations
between the staff of the network of
branches and clients make it possible
for new financial and non-financial
products and services to continually be
created, in fitting with real needs.
• The LKXA programme, which integrates
all the services and products specifically
designed for young people between
the ages of 18 and 25, has 493,717
clients. They can make use of various
products such as CrediEstudios, the
Libreta Vivienda or the Hipoteca Joven
LKXA, the only one on the market to
offer a grace period on a revolving
loan, enabling the holder to once
again dispose of some of the accrued
capital in order to meet new funding
needs. Additionally, this programme
offers young people many benefits
with respect to recreation, discounts on
petrol and many other services through
its specific line of cards.
28
• One in every three new clients to the
institution is a new resident, which
clearly goes to show the extent to which
the services specifically designed for this
group have been accepted. These include
the International Transfer and the Visa
Giros cards or the service ServiCuenta
CaixaGiros. In this context, the institution
was the first to offer its clients a
multi-channel service for sending money
abroad. A new specific website for new
residents has been set up on the ”la
Caixa” main website. This site provides
general information on finances and on
the institution’s products and services
that may be of particular interest to this
group. ”la Caixa” has signed agreements
with banks from 13 countries worldwide
and in January 2007 three more
countries will be incorporated.
• The Club Estrella programme offers
senior citizens products and services
with exclusive benefits. 1,468,924
clients of this programme currently
benefit from its advantages. 702,972 of
these clients have their pension debited
in ”la Caixa”. In addition, ”la Caixa”
has launched the Hipoteca Inversa in
order to provide additional income to
supplement their pensions.
• ”la Caixa” has specific products
• The operational needs of the 343,347
to meet the needs of its clients in
companies that are clients of ”la Caixa”
the agricultural sector, whether
are always met by the “home banking”
individuals or agricultural and livestock
system, called Línea Abierta Empresa.
cooperatives. In order to market
This service has been awarded the
these products the institution has 745
highest qualification in the sector by
branches specialising in this sector.
independent institutions on various
occasions. Especially valued are its
functionality and the fact that it meets
all companies’ needs.
29
Innovation for offering
the best quality of service
TOTAL NUMBER OF AUTOMATIC
TELLER MACHINES
• Innovation is part and parcel of the culture of ”la Caixa” and it
consists of transforming ideas into values.
6925
7208
7493
• In 2006, the investment made by ”la Caixa” in technology
reached 121 million euros and investment in R+D projects
relating to commercial action and security in transactions
stood at 5.7 million euros.
• Throughout 2006, a wide range of measures were
implemented as a result of the constant endeavours
undertaken by the institution in terms of innovation. These
include the digitisation of client identities and signatures, the
CaixaFactura service, the payment platform for managers and
the installation of cheque truncation machines in businesses to
avoid the need for paying cheques in at branches.
TOTAL NUMBER OF CLIENTS USING
AUTOMATIC TELLER MACHINES
• By using ICTs to offer innovative, quality services, in addition to
the personalised treatment offered in branches, ”la Caixa” is
able to establish a high degree of communication between the
institution and its clients through electronic channels and also
offers a wide range of services.
CLIENTS WHO HAVE SIGNED UP
FOR LÍNEA ABIERTA
3,215,077
TOTAL NUMBER OF OPERATIONS
TRANSACTED VIA LÍNEA ABIERTA
4,307,847
3,504,289
TOTAL NUMBER OF CLIENTS
TO SMS ALERTS
864,466,811
628,415
3,697,163
641,443,705
3,104,658
404,311,205
287,865
204,780
30
3,756,397
• ”la Caixa” has its own model for gauging the quality offered
to individuals and companies. To do so, it conducts qualitative
and quantitative studies to gauge the quality of the service
offered, and provides clients with various channels through
the customer service office so that they can convey their
comments, opinions and complaints.
MAIN REASONS FOR COMPLAINTS RECEIVED
IN THE CUSTOMER SERVICE OFFICE
CLAIMS MADE TO CUSTOMER SERVICE
PER 100,000 CLIENTS
10,000
Products
Commissions and charges
Services and operations
9500
Credit cards
Interaction / treatment
Image / advertising
9000
Setting / referrals
Others
8600
Number of clients (in thousands)
Claims to customer service per 100,000 clients
31
4. ”la Caixa” and its Employees
32
• Introduction
• Main figures
• Dialogue with Employees
• Equal opportunities
• Balance between working and family life
• Screening
• Diversity and employment integration
• Training and professional development
34
35
36
37
38
38
39
39
33
Introduction
ST
AL
CI
SO
U
TR
Q
UA
L IT
COMMITM
EN
T
Employees
Y
Trust
Social commitment
Quality
Trust in the team of professionals
that make up ”la Caixa” is the key
to earning the trust of clients and
society.
Respect for human rights and the
social commitment undertaken by
“la Caixa” with its employees are
materialised in equal opportunities,
diversity, freedom of association,
a balance between working and
personal life and social benefits.
Quality among staff working for ”la
Caixa” is based on suitable training
and experience in order to provide
clients with the best service possible.
• 23,229 employees.
• The workforce of ”la Caixa” is made up
of 56.2% men and 43.8% women.
• Average age of the staff stands at 39
years.
• Average seniority of the staff stands at
12 years.
• The staff turnover rate stands at 0.33.
• 100% of staff have an open-ended
contract.
• 81% of staff have official university
education.
• 57.3% of new recruits and 54.8%
of promotions within the institution
correspond to women.
• 7.7% of director’s posts are held by
women.
• 33.4% of the branch manager/deputy
manager posts are held by women.
• 61% of financial advisors are women.
• 47 different nationalities are
represented on the staff.
• 1450 employees carry out corporate
volunteer activities.
• The bonus pay system offered by
”la Caixa” to its employees reached
an investment of 204.2 million euros
in 2006 in terms of services and social
benefits.
34
• 2.6 million phone calls handled at the
call centre of the branches.
• 65% rate of response to frequent
surveys gauging satisfaction of
branches with internal suppliers.
• 66,936 CVs handled in external
screening processes.
• 4597 promotions within the institution.
• 12.6 million euros invested in internal
training.
• 568,766 hours of on-site and online
training given.
• 10,581 employees (46% of staff) have
taken part in internal training activities.
• 100% of staff are subject to variable
pay based on fulfilment of individual or
group goals.
Main figures
The staff of the institution comprise some 23,229 professionals. Throughout 2006,
896 new recruits joined the team, equivalent to an increase of 4%. The total
investment in staff expenses has reached 1611 million euros.
GROWTH OF “la Caixa” STAFF
(31.12.2006)
TOTAL INVESTMENT IN STAFF (MILLION EUROS)
Total: 1611
23,229
21,720
22,333
8819
9447
10,170
12,901
12,886
13,059
Wages and salaries
Social insurances
Other expenses
Men
Contributions and allocations
to the pension fund
Women
AVERAGE AGE AND SENIORITY
OF THE STAFF OF “la Caixa”
TOTAL AVERAGE
AGE
PERCENTAGE OF EMPLOYEES
WITH UNIVERSITY EDUCATION
TOTAL AVERAGE
SENIORITY
35
NUMBER OF NATIONALITIES
AMONG “la Caixa” EMPLOYEES
In order to foster professional development and communication with its
co-operators, ”la Caixa” upheld several mechanisms for dialogue with its
employees in 2006. The most relevant aspects stemming from this process
and the actions performed by the institution are set out below.
Dialogue with employees
• ”la Caixa” lends special attention to communication with its
professionals, not just when it comes to conveying its values,
but also when gathering their requests and needs.
• The institution conducts a working environment survey on a
regular basis. The last survey carried out was in 2005.
• The general management has held meetings with branches
of all business area departments of the territorial network.
They have visited 330 branches, generating 230 proposals for
improvement.
• Canal Caixa is one of the institution’s main communication
tools aimed at its staff.
• Dialogue with its employees is seen as a source of innovation.
The Participative Innovation Forum and the Suggestion Box
are channels through which employees address their proposals
for improvement. In 2006, over 3500 employees used the
Suggestion Box ; thereby contributing with in the region of
8700 initiatives, 61% of which have been implemented.
SUGGESTION BOX
DISTRIBUTION OF BRANCHES VISITED IN
2006 BY THE GENERAL MANAGEMENT.
Branch visits: 330
(including 170 best branches 2005)
Number of participants
Number of proposals
North
55
8634
Catalonia
133
Centre
24
4544
2135
4070
Valencia
27
3800
South
54
1989
Canary islands
22
36
Balearic
islands
15
Equal opportunities
• In 2006, ”la Caixa” received recognition from the OPTIMA
Programme of the Spanish Ministry of Labour and Social Affairs.
The Women’s Institute has been developing this initiative since
1996 with the aim of introducing equal opportunities between
men and women in companies by means of certification.
• ”la Caixa” has presented an improvement plan for each of the
OPTIMA programme’s areas.
• Equal opportunities between men and women represent a patent
reality in ”la Caixa” and one which is unfolded depending on
how each individual adapts to the work post.
DISTRIBUTION OF BRANCH MANAGERS
AND DEPUTY MANAGERS AT ”la Caixa”
Men
Women
DISTRIBUTION OF THE MANAGEMENT
TEAM OF ”la Caixa”
Men
Women
37
Striking a balance between
working and family life
• One of the most relevant issues in which ”la Caixa” has
focused efforts throughout 2006 has been gaining an
acquaintance of the opinion of its employees about striking
a balance between working and family life.
• ”la Caixa” endeavours to promote a balance between
working life, on the one hand, and family and personal life,
on the other, by placing a host of measures at the disposal
of its employees. The bonus system of ”la Caixa” for its
employees came to an investment of 204.2 million euros in
2006 in terms of services and social benefits.
Supplements to the salary
paid by ”la Caixa”
2006
Total investment made in
social benefits and services
in thousands of euros
Financial assistance for own education
Beneficiaries
728.56
1286
Financial assistance for children’s education
7363
9472
Financial assistance for children’s nursery
2247
3513
Financial assistance for children
37,521
11,345
Social loans
38,952
6051
1932
5134
Economic improvements
Financial assistance due to death
635
298
Seniority bonus
3477
1543
Health policy (Adelsas)
8988
23,674
Pension plan
102,366
23,674
TOTAL
204,209
Selection
• The first Merco People Study, the internal reputation
monitor of the Spanish Monitor for Corporate Reputation
(Merco), identified ”la Caixa” as the best company to work
for in Spain.
38
Diversity and employment integration
• ”la Caixa” ventures for diversity in order to attend to and
meet the needs of clients from other nationalities. Indeed, in
2006 ”la Caixa” had 386 foreign employees from 47 different
nationalities.
• ”la Caixa” fosters employment integration of people with a
disability. There are currently 108 employees with a disability
working for the institution. In addition, ”la Caixa” has signed
agreements with special employment centres to a value of
151,555 euros and has made other contributions to the tune
of 3,660,323 euros.
Training and professional development
• The training of its employees is a foremost strategic factor, not
only for achieving improvements in everyday work, but also
to continue to improve in the institution’s ability to stand out
from its competitors. In 2006, investment in training made by
the institution came to 12.6 million euros.
• 10,581 employees undertook at least one of the internal
training activities developed by ”la Caixa” in 2006 (45.65%
of all staff). Of these employees, many received this training in
a personalised fashion according to their needs, requirements
and potential. This illustrates the importance the institution
lends to a tailor-made learning process centred on the
particularities, concerns and requests of each employee. 561
employees have volunteered to give internal training or to
conduct virtual tutorials.
TOTAL INVESTMENT IN TRAINING
(THOUSANDS OF EUROS)
12,609
10,240
• The rate of talent retention among young employees who stay
at ”la Caixa” after 2 years reaches 98%.
7678
• The Financial Services Advisor Programme is a professional
development plan aimed at employees without a specific post
in the branches network. 2311 employees currently form part
of this programme.
• In 2006, variable compensation accounted for 4.2% of the
total remuneration of ”la Caixa”, with all staff being subject
to the programme.
39
40
• Introduction
• Main figures
• Dialogue and Institutional Participation
• Contribution to the social and economic
development of the country
• Avoiding financial exclusion
• Fostering business start-up
42
43
44
44
45
45
41
Introduction
ST
AL
CI
SO
U
TR
Q
UA
L IT
COMMITM
EN
T
Society
Y
Trust
Social Commitment
Quality
The commitment undertaken by
“la Caixa“ with society is part and
parcel of its identity and is clearly
shown by its financial activity as a
whole and by its Obra Social reaching
out to its more than 10 million clients
and more than 18.6 million participants
/ beneficiaries of the Obra Social.
The social commitment of “la Caixa“
materialises through its contribution
to economic and social progress,
through the development of a
sustainable bank and through the
performance of projects that have an
impact on society.
The propinquity of “la Caixa“ and the
Obra Social to people is paramount
when it comes to identifying their
needs. Their involvement in our
activities is an indicator that enables
us to assess the extent to which we
meet their needs.
• 0.38% contribution to Spanish GDP
(2006).
• The number of employees working
for “la Caixa“ has increased twofold
since 1995.
• More than 14,000 benefiting from the
Basic Bank Booklet for people who
encounter difficulties in accessing the
financial system.
• 635 microcredit projects funded in
2006 for which a total of 8.6 million
euros was allocated.
• 12,776 current loans channelled
through the Monte de Piedad activity of
“la Caixa“.
• 23 cooperation agreements with new
resident institutions.
• 29 entrepreneurial business projects
funded at the end of 2006 and 4 projects
approved pending materialisation.
• 18,644,718 participants / beneficiaries
and 31,194 activities unfolded.
• The Corporate Volunteer Programme
of “la Caixa“, created in 2005, has 42
associations and 1450 volunteers.
• 302.5 million euros channelled through
the Obra Social of “la Caixa“.
• The institution has signed up to the UN
Global Compact.
• 12 conferences held within the
framework of the “la Caixa“ Chair of
Economy and Society in 2005.
• Member of the Excellence in
Sustainability Club.
42
Main figures
Through the institution’s financial activity and the Obra Social, ”la Caixa” contributes to progress
and the development of society. Overall the contribution generated by the activities of ”la Caixa”
in Spain to GDP stands at 0.38%. Moreover, the volume of purchases of goods and services stood
at 1189 million euros and the size of financial resources invested in the Obra Social came to 302.5
million euros.
BREAKDOWN OF EXPENSES
AND INVESTMENTS IN 2006
10.6%
CONTRIBUTION GENERATED BY THE
ACTIVITIES OF ”la Caixa” TO GDP
IN 2006
6.5%
Spain: 0.38%
9.1%
7.7%
3.9%
Fixed assets
(rental, supplies…)
Security
IT
E-banking
Asturias Cantabria Basque
country
0.18%
0.23%
0.17%
Galicia
Navarre
0.22%
La Rioja 0.16%
Catalonia
0.2%
Castile and Leon
0.87%
Aragon
0.17%
0.2%
Madrid
0.3%
Balearic Islands
0.61%
CastileValencia
Extremadura
La Mancha
community
0.2%
0.21%
0.29%
Commerce
Andalusia
0.31%
Staff
Operatives
31.8%
27%
Canary islands
0.26%
Others
Murcia
0.29%
Ceuta and Melilla
0.18%
3.3%
BUDGET OF THE ACTIVITES OF THE
OBRA SOCIAL (MILLIONS OF EUROS)
Total: 302.5
PARTICIPANTS IN THE ACTIVITIES
OF THE OBRA SOCIAL (THOUSANDS)
160.2
18.5
18,645
12,519
11,294
Social activities
Environmental activities
and science
66.1
Cultural activities
57.7
Educational activities
43
In order to underline the commitment undertaken by ”la Caixa” to society, through its
dialogue channels the institution has demonstrated its willingness to become acquainted
with and to attend to the concerns and relevant issues raised by its clients and society.
Dialogue and institutional participation
Contribution to the economic and social
development of the country
• ”la Caixa” maintains ties with various institutions with the aim of
actively participating in society.
• The contribution of ”la Caixa” to Spanish GDP reached
0.38%.
• In 2006, the volume of purchases stood at 1189 million euros
channelled through 449 main suppliers.
• Projected investment by ”la Caixa” for the construction of
affordable housing stands at 413 million euros for the 2005-2007
period.
• In 2006, ”la Caixa” obtained the first results of the Corporate
Volunteer Programme which was implemented in 2005.
Over this period of time, the institution has promoted the
creation of 44 volunteer associations in which 1450 retired
or pre-retired employees take part. Furthermore, ”la Caixa”
has presented the Guide for Promoting Voluntary Work in the
Company, with which it aims to encourage and guide other
companies to promote internal volunteer work.
• ”la Caixa” contributes to popularisation of knowledge
through economy-related publications that its Study Service
carries out and through the social studies conducted by its
Obra Social.
44
Avoiding financial exclusion
• ”la Caixa” offers a host of products and services adapted to
the specific circumstances of various groups that encounter
difficulties when it comes to accessing the banking system.
It provides the beneficiaries with favoured conditions. In this
respect, worth highlighting are the more than 14,000 people
who benefited from the advantages of the products from the
Gama Básica range throughout 2006. This is a savings product
addressed to people who lack the necessary means or who are
on the brink of financial exclusion.
• Beneficiaries of the microcredits programme of ”la Caixa”
can be anyone who, with the aim of developing a selfemployment business project, encounters difficulties in
accessing normal credits in the traditional financial system.
Therefore, it is specifically aimed at immigrants, women,
people with a disability, people over the age of 45 years,
the long-term unemployed, and so on. Throughout 2006,
the institution funded 635 microcredit projects, for which it
earmarked a total of 8,613,328 euros.
• ”la Caixa” has been a pioneering institution in Europe when
it comes to creating programmes for new residents with the
aim of providing them with an overall answer to their various
financial and non-financial needs. The website Intégrate XXI
provides useful information and resources for immigrants.
Consequently, it is a virtual meeting point for immigrants,
administrations and non-profit organisations.
Fostering business start-up
• Emprendedor XXI is a programme launched by ”la Caixa” to
promote and support the setting-up of innovative companies
in Spain. This national programme is developed in conjunction
with the institution’s territorial network and with the main
national and regional organisations and institutions. The
foremost actions developed within this programme are
as follows: awareness raising, dissemination, training and
funding.
• Since 2004 and through venture capital instruments, ”la Caixa”
has funded 29 innovative projects, with a further 4 projects in
the pipeline, to which an investment of 6.3 million euros has
been allocated.
45
46
• Introduction
• Main actions
• Environmental management at ”la Caixa”
• Application of environmental best practices
and principles in all the institution’s actions
• Management of the direct and indirect
environmental impact of its activities
48
49
49
49
49
47
Introduction
T
US
AL
CI
SO
TR
Q
UA
L IT
COMMITM
EN
T
Environment
Y
Trust
Social Commitment
Quality
“la Caixa“ has voluntarily undertaken
its commitment to the environment
beyond the framework established
by legislation.
Through its financial activity and
its Obra Social, “la Caixa“ seeks to
have an indirect positive impact that
brings about improvements to the
environment.
“la Caixa“ takes great concern
in protecting and preserving the
environment and endeavours to
minimise the impact of its activities.
• Acquisition of the Environmental
Quality Assurance distinction for the
network of 1789 branches in Catalonia.
• “la Caixa“ has been part of the UN
Financial Institutions Programme
(UNEP-FI) since 2003.
• 17 transactions in cooperation with
other institutions in order to fund
environmental improvement projects
worth over 1.5 million euros, of which
“la Caixa“ has secured 900 million
euros.
48
• The Environmental Management
System for the Central Services of its
registered offices in Barcelona.
- ISO 14001 standard
- Regulation (EC) 761/2001 EMAS.
• 25,440 hours of training given to nigh on
1700 employees within the “ISO 14001
Environmental Management System“.
• 42% of paper used at “la Caixa“ is
recycled paper.
Main actions
”la Caixa” is aware of aspects of its activities concerning sustainability and the environment. The
institution addresses environmental issues by undertaking a host of actions that go far belong
what is laid down in the legal framework.
Environmental management
at ”la Caixa”
• ”la Caixa” has a multi-disciplinary Environmental Committee that
was set up five years ago. Its functions are to establish, approve and
update a management programme that enables the institution to
reach the objectives defined in its environmental policy.
Application of environmental best practices and
principles in all the institution’s actions
• ”la Caixa” has taken its voluntary commitment to the
environment far beyond the framework established by law.
Additionally, ”la Caixa” has been part of the UN Financial
Institutions Programme (UNEP-FI) since 2003.
• ”la Caixa” applies environmentally responsible purchase criteria.
Since 2005, the institution has used the Guía Compra Verde para
Oficinas (Buying Green Branch Guide), a document that provides
guidance on the sustainable purchase of office material. This affects
companies that take part in purchase processes through public
auctions.
• In October 2006, ”la Caixa” was awarded the Environmental Quality
Assurance distinction for its network of 1789 branches in Catalonia.
It was the first financial institution to receive this distinction.
• The institution has embarked on actions in order to strike a balance
between working and family life.
Management of the direct and indirect
environmental impact of its activities
• ”la Caixa” employs environmental criteria when it comes to the
concession of credits in “project finance” operations and large
operations.
• The most relevant areas of consumption at ”la Caixa” are related
to electrical energy and paper. The institution carries out regular
monitoring of both these resources in order to implement measures
aimed at reducing and optimising their consumption.
• ”la Caixa” has cooperated, in conjunction with other institutions, in
17 operations for funding environmental improvement projects for
a value of more than 1580 million euros, 900 million euros of which
have already been secured by this institution.
• 25,440 training hours have been given to nigh on 1700 employees
on the “Environmental Management System ISO 14001” course
49
Indicators of direct environmental impact.
Central services of ”la Caixa”
CONSUMPTION OF NATURAL RESOURCES
2004
2005
2006
* Conversion factor: GJ per Kwh: 0.0036.
Source: GRI Technical Protocols.
** Consumption in 2004 was extraordinary
Electrical energy (GJ)*
Total consumption of electrical energy
Total consumption of electrical energy per employee
% of electrical energy saving (consumption reduction)
due to a breakdown in the surge protection
81,483
85,213
90,535
54.57
57.07
60.63
system for PCs.
- 2.2
+ 4.5
+ 6.2
*** Conversion factor: GJ per gallon of gasoil
(3.78 litres): 0.138. Source: GRI Technical
Gasoil (GJ)***
Total consumption of gasoil
Total consumption of gasoil per employee
% of gasoil saving (consumption reduction)
24,557**
1547
3023
Protocols.
16.44
1.03
2.02
**** Conversion factor: gr of CO2 per Kwh
+ 700.8
- 93.5
+ 95.4
produced in Spain in 2004: 390.49. Conversion
factor: gr of CO2 per Kwh produced in Spain
CO2 (Tn)****
CO2 emissions due to consumption of gasoil (Tn)
1816
114
224
in 2005: 420.47. Conversion factor: gr of CO2
CO2 emissions due to consumption of electricity (Tn)
8838
9953
9837
per Kwh produced in Spain in 2006: 391.14.
10,655
10,067
10,060
Total CO2 emissions (tonnes)
Source: GRI Technical Protocols and the latest
report from Red Eléctrica de España.
Water (m )
3
Total consumption of water
67,822
55,947
74,847
46
39
50
- 18.15
-17.5
+ 33.7
Total consumption of water per employee
% of water saving (consumption reduction)
WASTE GENERATED IN CENTRAL SERVICES FOR RECYCLING
148,970
Paper (kg)
Cardboard (kg)
Plastic (kg)
80,115
62,070
51,380
39,400
26,820
37,240
19,620
18,240
Waste with Special Regulations on
Treatment for Collection
TYPE OF WASTE
2004
2005
FLUORESCENTS (KG)
410
150
720
+ 380%
BATTERIES (KG)
352
80
360
+ 350%
3780 20,540
+ 443%
CELLS (KG)
0
2006 VARIATION WITH RESPECT
TO THE PREVIOUS YEAR
INK CARTRIDGES (UNITS)
4004
3649
3986
COMPUTER CARTRIDGES (KG)
5670
0
7970
--
495
308
385
+ 25%
CHEMICAL PRODUCTS PACKAGES (KG)
+ 9%
50
Conversion factor: kg of CO2 per litre of
gasoil: 2.7. Source: Spanish motoring sector.
7. Verification report
7. Verification report
This Corporate Social Responsibility Report from ”la Caixa” has
been drawn up in accordance with the Sustainability Reporting
Guidelines published by the Global Reporting Initiative in 2006,
also known as G3.
The 2006 ”la Caixa” Social Responsibility Report meets
requirements associated with the A+ level for application of
G3. This means it meets the specifications relating to level A
of G3 as regards Profile Disclosures, Management Approach
Disclosures and Performance Indicators and it has been subject
to verification mechanisms.
• The extent to which the G3 standard of the GRI has been
applied to the content and structure of the report has been
assessed, verifying that the content and indicators match
those recommended by the aforesaid standard.
Section 9 of the full version of the report details the pages and
the extent to which the requirements, management approaches
and indicators have been covered.
• Indeed, Deloitte has verified the ”la Caixa” SRR and concludes
that: "The 2006 ”la Caixa” Corporate Social Responsibility
Report has been prepared according to G3 guidelines for
preparing Sustainability Reports and contains the breakdowns
required by level A+. The GRI indicator and content index in
section 9 details the indicators reviewed and identifies those
that do not meet all of the aspects set out by the GRI. As a
result of our limited review, we have not encountered any
other incident that would lead us to believe that the 2006
”la Caixa” Corporate Social Responsibility Report contains any
important mistakes."
• The monitoring of all the verification processes applied and
described in the report has been duly documented.
51
Concept and coordination of content:
Valores & Marketing
Design:
Exit de disseny
Layout:
Media Responsable
Rundesign
Printing:
www.cege.es
Legal deposit: B. 28451-2007
Photographs:
Front cover: Veer.
Pg. 2, 1st and 2nd photo: Raimon Solà.
Pg. 2, 3rd photo: Frame Zero.
Pgs. 6, 7: Mireia Castanyer.
Pgs. 12, 13, 14, 16, 22, 23, 31, 32, 33, 36, 37, 39, 44:
Raimon Solà.
Pgs. 40 and 41: Frame Zero.
Pgs. 46 and 47: Cram.
Printed on
ecologically-safe
paper and card

la Caixa” Social Responsibility Report Commitment to responsible

Transcription

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