Report on ”la Caixa” Corporate Responsibility Executive Summary

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Report on ”la Caixa” Corporate Responsibility Executive Summary
Report on ”la Caixa” Corporate Responsibility
Faithful to our commitments to responsible management
Leaders in financing and responsibility
Contribution to the well-being of society
Auditor’s note and stamp of the GRI
Executive Summary
1. Faithful to our commitments to responsible management
1. Faithful to our commitments to responsible management
Main figures of ”la Caixa”
GRI Indicators
Economic Dimension
of ”la Caixa”
414,507 million euros in banking business volume.
2,052 million euros of recurring income of the ”la Caixa”
Group.
The market value of its listed companies is 14,691 million euros.
EC1
Financial Inclusion
22,150 microloan projects financed through MicroBank to the
sum of 147 million euros.
5,530 branches (5,518 in Spain and 2 abroad plus 10
representative offices).
75% of ”la Caixa” branches are fully accessible due to our
zero-barrier policy.
All the 8,113 self-service terminals of ”la Caixa” have keyboards
adapted for people with sight difficulties and 3,236 of them
have a voice system.
FS14
FS7
Leadership in solvency and
financing of private individuals
and companies
15,619 million euros in own funds.
The solvency ratio is 11%.
Risk is measured, monitored and managed in line with
the principles of the New Basel Capital Accord (NBCA, Basel II).
176,100 million euros in customer loans.
EC1
Sustainable financing
64 Project Finance operations subject to the Equator Principles
with a direct contribution of 2,430 milllion euros.
EC2
FS1
FS5
10.7 million private and business customers.
FS6
Creation of employment
and wealth
The direct and indirect impact of the operations of ”la Caixa”
on Spain’s GDP is 0.56%.
27,818 people work at the ”la Caixa” Group, of whom 1,919
joined in 2008.
5,959 new jobs created through the Incorpora programme
of Welfare Projects.
EC1
EC9
LA2
Creation of businesses
61 projects financed by Caixa Capital Risc and 18 operations
sponsored by the EmprendedorXXI programme.
FS16
Responses to customer
requirements
2008 ”la Caixa” Annual Report
3
1. Faithful to our commitments to responsible management
Main figures of ”la Caixa”
GRI Indicators
Investment of ”la Caixa” in
Welfare Projects
Contribution of 500 million euros to Welfare Projects in 2008.
Biggest Spanish private Foundation.
2,109 employees taking part in the corporate volunteers
programme.
EC1
FS1
Business alliance for child
vaccination
4 million euros contributed to the GAVI Alliance.
93 businesses took part, with a contribution of more than
278,000 euros, in the Business Alliance for Child Vaccination.
FS5
Innovation in financial services
6.99 million euros of R+D+i investment.
EC1
Customer satisfaction
255,371 customer satisfaction surveys conducted.
The index of satisfaction of private customers on a scale of 0 to
10 is 8.5.
The index of satisfaction of business customers on a scale of 0
to 10 is 8.3.
”la Caixa” is the institution with the fewest complaints received
in proportion to its business volume, according to the Bank of
Spain’s most recent report on claims.
PR5
Environmental Management System for the headquarters in
Barcelona. ISO 14001 and European regulation 761/2001
EMAS.
29,685 hours of training given to 1,973 employees in the
course, “ISO 14001 Environmental Management System”.
Introduction of measures for energy saving and waste
management.
EN7
FS4
FS9
LA10
5,323 internal promotions.
54.6% of new recruitment and 57.1% of internal promotions
were for women in 2008.
15 million euros invested in in-house training.
100% of the staff qualifies for variable remuneration,
depending on their meeting individual or group objectives.
LA12
EC1
LA10
Committed to the environment
A good place to work
Institutional Participation and
dissemination of knowledge
Adherence to the United Nations Global Compact.
Publications of the Research Department of ”la Caixa”
(Economic Year-book, Monthly reports…).
2 Social Studies published by “la Caixa” Welfare Projects.
”la Caixa” Economy and Society Chair.
”la Caixa” Business Social Responsibility and Corporate
Governance Chair.
Further information at: www.lacaixa.es/corporateresponsibility
2008 ”la Caixa” Annual Report
4
FS16
1. Faithful to our commitments to responsible management
1.1. Responsible management
at ”la Caixa”
The values of ”la Caixa”, basis
for responsible operations
The commitment of ”la Caixa” to its
customers, employees and society as a
whole are based on the values of Trust,
Social Commitment and Excellence in
Service, which have been present since the
Institution’s foundation and form the basic
reference-point for all the organisation’s
operations.
Trust based upon honesty and respect for
people; Social Commitment, explicit in both
Welfare Projects and all the operations of
”la Caixa”; and Excellence in Service, which
rests on professionalism and innovation.
Main advances in responsible
management in 2008
Dialogue and relevant questions
”la Caixa” makes available to its
stakeholders a number of channels for
dialogue:
• Its network of 5,530 branches and
25,335 employees.
Analysis of stakeholders’ views obtained through dialogue identified the following
relevant aspects of the relationship of ”la Caixa” with its customers, employees,
society as a whole and the environment:
Customers
• Solvency, transparency, security and confidentiality
• Financial inclusion
• New needs for groups
Employees
• Balance between family and work
• Integration into work
• Equality
Society
• Contribution to wealth and employment
• Social impact of Welfare Projects
• Contribution to the dissemination of knowledge
Environment
• Policy of purchases and environmental demands on
suppliers
• Environmental management and reduction of direct
impact
• Development of MicroBank’s products
extending the purposes of the microloans.
• Setting up of a project to assess the
environmental risk in our customer
portfolio.
2008 ”la Caixa” Annual Report
• Meetings with representatives
of the institution’s stakeholders:
customers, employees, society and the
environment.
• Research and studies into social and
financial needs.
• Drawing up of the Ethical Code of
”la Caixa”.
• Creation of the Business Alliance for Child
Vaccination and joint work with the GAVI
Alliance for child vaccination.
• Contact and collaboration with
business, social, cultural, educational
and environmental institutions and
organisations.
5
2. Leaders in financing and responsibility
2. Leaders in financing and responsibility
2.1. Financial inclusion
At a time of less economic growth,
”la Caixa” has intensified its efforts so that
groups such as the young, elderly people,
the unemployed, new residents, families
with scant economic resources and people
with disabilities can gain access to its basic
range of products through MicroBank, its
loans against security in kind (Monte de
Piedad) and the other channels provided by
”la Caixa” for financial integration.
MicroBank, the social bank
of ”la Caixa”
MicroBank is the social bank of
”la Caixa”, designed for those sectors
of the population at risk of financial
exclusion. In 2008, MicroBank’s advance
was considerable: it became a European
point of reference in social banking, with
a total of 28,529 customers and total
volume of 147 million euros. By 2012,
”la Caixa” aims to channel 1,500 million
euros through MicroBank.
Further information at... www.microbanklacaixa.com
Increase in number of microloans
granted by MicroBank, despite the
economic slow-down
14,794
14,794
5,388
539
459
539Social459
microloans
Social
microloans
2007
1,783 5,388
1,783
Financial
microloans
Financial
microloans
777
777
Family
microloans
Family
microloans
2008
2008
2007
55,9
Evolution
of the microloans
of MicroBank,
by total amount
55,9
(Millions of euros)
75.2
75.2
55.8
55.8
21.7
7.1
6.1
7.1
6.1
Social
microloans
Social
microloans
2007
21.7
Financial
microloans
Financial
microloans
4.9
4.9
Family
microloans
Family
microloans
2008
2008
2007
55,9
55,9
A DREAM FULFILLED WITH MICROBANK
Nuria Ventura studied dance for 8 years in New York. After so much effort, she thought
that coming back would be easy, but it wasn’t. The dream of setting up a Dance Academy
in her town evaporated with the realisation that just having a good idea is not always
enough to find financing. Her ”la Caixa” branch showed her that MicroBank believes
that a viable project is a security in itself. The 25,000 euro microloan enabled her to set
up her dance school. 9 teachers work there and she has pupils from all over the county
who take classes of classical dance, baroque dance, tap dancing, tangos and flamenco.
Nuria hopes her dance school will become a point of reference in the county, because
despite the growth in population of recent years there are still not enough professional
dance schools.
2008 ”la Caixa” Annual Report
6
Access to financial services
”la Caixa” strives all the time to
move closer to its customers. Now it
covers
100% of towns of over 20,000
16000
14000
inhabitants,
with its 5,530 branches,
16000
12000
8,113
self-service terminals and its Línea
14000
10000
12000
Abierta
8000service. In addition, the Institution
10000
6000
continues
to work towards the reduction
8000
4000
of all 6000
physical and sensory barriers in its
2000
4000
branches
0 and self-service terminals.
2000
0
Growth of ”la Caixa” transactions
+1.27%
80
70
80
60
Number of self-service
terminals
70
+15.59%
50
Number of active
customers of Línea
Abierta - ”la Caixa”
Internet channel
+18.8%
Transactions by self-service
terminals and Internet
60
40
50
30
40
20
30
10
20
0
10
0
30000
25000
2. Leaders in financing and responsibility
20000
30000
15000
25000
10000
20000
5000
15000
0
10000
2.2. Leadership in solvency
2.3. Sustainable financing
From its beginnings, ”la Caixa” has
followed a prudent risks policy that
guarantees to the maximum the security
of all its operations and its solvency. In
2008, the ”la Caixa” Group was one of the
most solvent entities in the Spanish and
European banking systems, with eligible
equity of 15,802 million euros, which
makes its solvency ratio 11%, when the
minimum regulatory requirement is 8%.
”la Caixa” assumes its responsibilities in
sustainable development by integrating
this question into its operations to finance
companies. To this end:
Solvency and liquidity, the key
to customer trust
”la Caixa” has managed to create its own
model of risk management, which has
situated it at the highest solvency levels
of the Spanish and European financial
system, certified by the three leading rating
agencies: Moody’s, Fitch and Standard
& Poors. The solvency of ”la Caixa” is
based on a prudent risks policy, which
guarantees to the maximum the security
of all its operations. In recent years, the
Institution has voluntarily made major
investments in technology and tools
to meet the demanding new standard
framework for capital of Basle II for credit
risk management.
Because of its balanced growth and the
responsible and prudent management
of its financial business, ”la Caixa” has
managed to consolidate a solid liquidity
position. It has become one of the main
suppliers of liquidity in the inter-banking
system and one of the leaders in granting
loans to companies and private individuals.
5000
Evolution
25,146
• It applies the Equator Principles in Project
Financing to sums over 10 million dollar
in which the Institution participates.
25,146
• It supports the financing of renewable
energy projects.
07
• It works with various local government
bodies in opening credit lines to projects
for maintaining and improving the
environment.
22,262
22,262
08
176,100
161,614
Evolution
of loans and credits
08 of euros)
(Total gross 07
investment in millions
161,614
• It assesses the environmental risk of its
portfolio of business customers.
176,100
07
08
07
08
180000
20072008-
160000
140000
Number of
operations
”la Caixa” direct
contribution
160000
80000
140000
60000
64
2,430 million €
Financing of renewable energy projects120000
40000
33
1,009 million €
Agreements for financing projects to
and improve the environment
23
380,000 €
120000
180000
100000
Project Finance operations
100000
20000
maintain
800000
60000
40000
20000
0
«I’ve been a customer for 36 years, both
personally and professionally. My trust
in ”la Caixa” is due to the Institution’s
seriousness and solvency, and its staff’s
treatment of customers – they always point
me in the right direction. In addition, I’m
sure that if I needed credit, the Institution
will respond as it has done till now».
Juan Carlos Suárez, manager of Service
and Technologie Levante, SL, customer of
branch 700 (Valencia).
2008 ”la Caixa” Annual Report
of the liquidity
of ”la Caixa”
0
(Millions
of euros)
7
20072008-
2. Leaders in financing and responsibility
2.4. Responses to customer
requirements
The financial services of ”la Caixa” are
based on excellence in service and the
personal and professional management
that it provides for its 10.7 million private
and business customers.
Evolution of the number of
customers of ”la Caixa” (In thousands)
+2.3%
growth in
Customers
+5% growth
in Elderly
People
10,700
10,483
10,083
+4%
growth
in New
Residents
+3.8%
growth in
Companies
9,607
05
06
07
08
12000
10000
Solutions for private and business customers
8000
Products
Services
Operations
6000
Private
individuals
Financial products and services
Personal Banking and Private Banking
Children and
young people
Newborns Programme
Child’s Savings-book
Future Insuree Savings-book
Family Life Savings-book
Estrella Birth Loan
Housing Savings-book
Young Mortgage
Young Electron Visa Card
CrediEstudios (Student loans)
University grants
Accessible Housing Programme
EmprendedorXXI
www.lkxa.com
Caixa Móvil
The elderly
Estrella Club
Estrella Club Card
Pension Deposit Account
Immediate Life Pension
Inverse Mortgage
Accessible Housing Programme
SegurCaixa Home Policy with discount
Club Estrella Phoneline
Advance receipt of pension
Free processing of retirement
papers
RENFE Gold Card
4000
2000
0
2005-
Collaboration with Club Super 3
and Betizu Kluba
2006-
2007-
2008-
Economic assistance
Workshops, computer courses and
talks at all elderly persons centres
Collaboration with municipal
centres in offering cultural activities
New Residents CaixaGiros
International Transfer Card
Visa Electron International Transfers
Estrella Project Bank-book
Repatriation Policy Associations
As at Home Programme
Microloans
Interventions to facilitate the
Banking operations aiming to
encourage greater finance culture
communication trough the
diferent channels of ”la Caixa” and to inform about the operation
of the financial system and about
the various products and services
available
Business and Línea Abierta Empresa (Home banking)
Self-employed ICO and EIB Finance lines
On-line tax management
Caixa Rápida service
Secure Sales
Processing of documented
loans by Línea Abierta
Agrarian
sector
AgroCaixa Bank-book
Management of CAP aid
2008 ”la Caixa” Annual Report
8
Collaboration with business and
senior management organisations
3. Contribution to the well-being of society
3. Contribution to the well-being of society
3.1. Contribution to
the economy and creation
of employment
As part of its responsible commitment
to society, ”la Caixa” contributes to
progress through its financial operations,
generating a positive direct impact on
the economy and employment. The
weight and importance of the activities
of the institution are clearly shown by
the figures: the direct and indirect impact
on Spain’s GDP make the Institution’s
contributions 0.56% of the total. 27,818
people work at the ”la Caixa” Group.
Through the Incorpora programme of
”la Caixa” Welfare Projects and the
initiatives taken by Caixa Capital Risc and
the EmprendedorXXI programme, over
6,000 new jobs were created in 2008.
”la Caixa” created employment whilst
strictly respecting equal opportunities
criteria. It should be noted that over the last
ten years this has had a major impact on
young people and throughout Spain, with
quality jobs created in sparsely populated
areas.
Dynamising employment and
the economy
”la Caixa” has become established as the
leading financial institution in creation of
stable employment in Spain. If in 2007
it created over 1,000 new jobs, in 2008,
despite the deterioration of the economic
situation, growth was similar. This growth
was due, among other reasons, to the
Creation of
companies
opening of 68 financial service centres
for companies. In addition, during 2008,
”la Caixa” acquired Morgan Stanley’s
Private Banking business, which brought
400 employees into the organisation. The
number of recruitments in ”la Caixa” and
its subsidiary companies amounted to
1,919 people.
As well as covering the employment
needs caused by the geographical
expansion of ”la Caixa”, the Institution
is sensitive to the difficulties in entering
the labour market of groups such as
people at risk of social exclusion, disabled
people, new residents and elderly persons
without job experience.
3.2. Creation of businesses
”la Caixa” opts for entrepreneurs, new
business initiatives and innovation. This is
why it has developed the EmprendedorXXI
programme, whose purpose is to educate
the general public about the importance
of entrepreneurial activities, to train in
questions of innovation and business
ventures and to channel financing that
will turn plans into reality. ”la Caixa” also
owns Caixa Capital Risc, which has invested
in 61 projects since it was set up. Total
investment in these projects is 22 million
euros in companies that together employ
over 600 people.
Support for new business projects
Aware that the quality of the business
fabric of a country defines its level of
development, ”la Caixa” has opted in
particular for business projects that create
self-employment.
Through the EmprendedorXXI initiative,
”la Caixa” recognises the most innovative
and promising recently created companies,
and thus speeds up their growth and
consolidation. It also provides information
and advice services on its portal
www.emprendedorxxi.es.
The company Caixa Capital Risc is the
fundamental tool for the short-term
financing of companies not quoted on the
Stock Exchange. It is structured through
the “Caixa Seed Capital” line (for new
and recently created companies) and the
“Caixa SME Innovation Capital” line (for
the first stages of growth of innovating
companies).
Further information at... www.emprendedorxxi.es
Who benefits
What ”la Caixa” has done
Both initiatives are aimed at institutions and organisations
interested in encouraging the creation of companies and the
entrepreneurial spirit, at investors who finance innovative
business projects and at entrepreneurs who want to develop a
business project.
The venture capital companies of ”la Caixa”
financed 61 innovatory business projects and
the EmprendedorXXI programme sponsored 18
activities.
2008 ”la Caixa” Annual Report
9
3. Contribution to the well-being of society
3.3. Investment of
”la Caixa” in Welfare
Projects
In 2008, ”la Caixa” allocated 500 million
euros through its Welfare Projects to social,
education, culture, environment and science
programmes. ”la Caixa” Welfare Projects is
the leading private foundation in Spain in
terms of the volume of resources devoted
to social action.
Welfare Projects for the advance
of society
In 2008, ”la Caixa” Welfare Projects
allocated over 60% of its budget to social
and aid projects for the eradication of
poverty and the protection of socially
disadvantaged groups. The following
should be emphasised:
• The Incorpora Programme which
assists the social integration through
employment of groups that are socially
excluded or run the risk of social exclusion.
With it, 5,959 people managed to find a
job in 2008.
In the area of culture, one of 2008’s major
landmarks was the opening of CaixaForum
Madrid, the new social and cultural centre
of ”la Caixa” Welfare Projects in Spain’s
capital.
The keys to action on the environment
are biodiversity and prevention and
minimisation of the generation of waste.
Special emphasis should be placed on
the programmes in favour of the sea,
Further information at...
http://www.obrasocial.lacaixa.es/
Investment by ”la Caixa” Welfare Projects
(Millions of euros)
2006
2007
2008
160
256
297
19
23
32.6
Cultural programmes
66
59
70.9
Environmental and science programmes
58
61
64
Social programmes
Educational programmes
• The Child Vaccination Programme
developed in collaboration with the
GAVI Alliance, the world’s main alliance
in vaccination and the fight against child
mortality. The Programme was given
4 million euros.
• The CaixaProinfancia Programme, which
started in 2007 for families with young
children at risk and in a situation of social
exclusion, was endowed with a fund of
over 49 million euros, which permitted
over 200,000 assistances to be given.
• The Corporate Volunteer Programme,
with 2,538 volunteers, of whom 2,109 are
employees of the ”la Caixa” Group and the
rest are friends, family members and retired
people, took part in over 900 solidarity
actions.
2008 ”la Caixa” Annual Report
whose goal is to help conserve the marine
ecosystems of the Spanish shoreline, and
the programme to conserve natural parks,
which aims to help preserve the natural
spaces of the peninsula and islands, and
contribute to the job reintegration
of groups at high risk of exclusion.
10
3. Contribution to the well-being of society
3.4. Business alliance for
child vaccination
companies had joined, with a total of over
278,000 euros collected between business
and private contributions.
About 9.7 million children under 5 years
old die each year. 2.5 million of these die
because of diseases that could be avoided
by proper vaccination.
Further information at …
http://obrasocial.lacaixa.es/
vacunacioninfantil/index_es.html
In 2008, ”la Caixa” became a strategic
collaborator and the first private partner of
the GAVI Alliance in Europe. They will work
together to achieve the fourth Millennium
Development Goal for child health: to
reduce mortality by two-thirds by 2015.
«We are a property development
company with a concern for social issues.
Our joining the business alliance was
motivated by the social objective of the
initiative, the involvement of ”la Caixa”
and the direct application of resources to
eradicate, working in a preventive way,
one of the main causes of infant mortality.
An initiative like the business alliance is
an opportunity for companies like ours to
channel our responsible commitment to
society».
”la Caixa”, platform for solidarity
As well as the contribution of Welfare
Projects, ”la Caixa” has established its
commitment to this cause by creating the
Business Alliance for Child Vaccination and
by placing its ample branch network at the
disposal of our country’s companies, so that
they can make economic contributions to
the GAVI Alliance. At the end of last year, 93
2008 ”la Caixa” Annual Report
José Luis Galindo, manager of Veganarcea,
S.A., customer of branch office 0334 –
Montgat.
11
3. Contribution to the well-being of society
3.5. Innovation in financial
services
The leadership of ”la Caixa” in the financial
sector is also reflected in its technological
leadership, fruit of a spirit of improvement
and constant renewal. In 2008, ”la Caixa”
invested 6.99 million euros in R+D+I
out of 103.84 million euros invested in
technology, which will bring greater value
to customers, employees and society as a
whole.
Who benefits
New
developments
and applications
Each and every
customer of the
Institution will
benefit from more
efficient service and
more competitive
costs.
New, more efficient and sustainable
technological architecture, which will
improve customer service.
New tool for monitoring Channels business,
so allowing the branch network to prioritise
customer care and service.
Two new Data Processing Centres to
improve the security of information.
Video-call banking operations, allowing
the same operations to be transacted on a
mobile as at a self-service terminal, except
for the withdrawal of cash.
Virtual Switchboard with IP telephony for
”la Caixa” branches, to improve closeness
and response to customers.
Creation of a system compatible with the
WML and HTM systems for mobiles in order
to improve communications with
”la Caixa”.
Activation of cards by SMS.
Second layer of antivirus to improve security
of information and of work stations.
Personal portal for navigating through Línea
Abierta from iPhone and iPod Touch.
Security and
transparency
The employees and
all the customers of
”la Caixa”.
Improvements in branch office security.
CaixaProtect: free service for customers
that guarantees protection against any
fraudulent operation not conducted by
the account holder.
Cassiopea: a general anti-fraud
programme that detects fraudulent
activity in all channels and blocks the
credit card in case of fraud.
Renewal of the commitments of
transparency to avoid laundering of
capital and improve the intimacy and
confidentiality of information.
Security and transparency
Work continues to be done on the
question of physical security, to minimize
the risk of attacks and robberies. In 2008,
at 1.2 for every hundred branch offices,
”la Caixa” had the lowest rate of robberies
in the entire sector. Virtual security has
also been improved by the introduction
of operational improvements in the
CaixaProtect and Cassiopea projects.
Further information at... http://portal.lacaixa.es/tarjetas/caixaprotect_
es.html
http://portal.lacaixa.es/seguridad/seguridad_
es.html
2008 ”la Caixa” Annual Report
What ”la Caixa” has done
12
3. Contribution to the well-being of society
3.6. Customer satisfaction
«In my view, the strong point of ”la Caixa”
is its service, which is excellent both for my
business and for me personally. I also value
highly their speed and their capacity to
solve problems for me and to offer me the
latest possibilities».
Customers stand at the centre of ”la Caixa”’s
organisation and their satisfaction is its main
objective. To achieve this, the Institution
monitors business and private customers’
perception of the quality of its services.
In 2008 there were a total of 255,371
customer questionnaires conducted. On a
scale of 0 to 10, the level of satisfaction in
private customers was 8.5; and in business
customers, 8.3.
Sr. Francisco José Martínez Quesada,
customer, manager of INTERSPORT, branch
2471 – Gran Vía Colón (Granada).
The customer’s voice
Management and reduction of customer
complaints is a central goal of the 20072010 strategic plan. Fruit of its efforts,
”la Caixa” is the financial institution
with the least number of complaints in
proportion with its business volume,
according to the latest published Bank
of Spain report (third quarter 2008). For
the receipt of complaints, ”la Caixa”
makes available various options, such
as the Customer Service Office and the
Ombudsman of the Catalan savings-banks.
2006
2008
Index of satisfaction of private customers
8.6
8.6
8.5
Satisfaction with self-service terminals
8.5
8.7
8.7
Satisfaction with the area around self-service terminals
7.9
8
8.2
Satisfaction with Línea Abierta
8.4
8.6
8.7
–
8.2
8.3
Index of satisfaction of business customers
The employee’s voice
”la Caixa” also works to improve the
satisfaction of its internal customers, with
quarterly satisfaction questionnaires and
an active system for gathering suggestions.
In 2008, 8,358 suggestions were collected
and employees valued the questionnaires
at 7 out of 10. In parallel, improvements in
the Intranet were introduced.
2008 ”la Caixa” Annual Report
2007
13
3. Contribution to the well-being of society
3.7. Committed to the
environment
The commitment of ”la Caixa” to the
environment goes beyond just complying
with the legal requirements. Environmental
management is integrated into its business
operations and is also concretised in the
environmental programmes promoted by
Welfare Projects.
Environmental management
To ensure compliance with its
commitments, ”la Caixa” has an
Environment Committee, which
guarantees the sustainability of all
procedures relating to its operations.
It uses the most demanding parameters:
the European 761/2001 (EMAS) regulation,
the ISO 14001 standard, the environmental
management certification system. It also
adheres to the Environment Programme
of the United Nations and the Equator
Principles.
In parallel, ”la Caixa” has fostered the
training on environmental questions
of its employees, especially the latest
intakes. In 2008, 1,973 employees took
the course “ISO 14001 Environmental
Management System”. In addition, the
Institution encourages the participation of
its employees in improving environmental
management and received 74 suggestions
during 2008. The various training activities
were complemented by other practical
initiatives, such as the reduction in
consumption of paper and energy in the
branch network.
Further information at... http://portal.lacaixa.es/ecocaixa/ecocaixa_
es.html
”la Caixa” and subsidiaries
2006 (****)
2007 (****)
2008
Electrical energy (GJ) Conversion factor: GJ per kwh: 0.0036. Source: GRI technical protocols.
Total electrical energy consumed
Total electrical energy consumed per employee
Percentage saving of electrical energy
90,701.90
95,132.7
760,914 (*)
55.17
57.83
29.20 (*)
+6.2%
+4.8%
–49%(*)
Diesel oil (GJ) Conversion factor: GJ per gallon of diesel (3.78 litres): 0.138. Source: GRI technical protocols.
Total diesel consumed
Total diesel consumed per employee
3,023
6,770
5,503 (**)
2.02
4.54
3.47 (**)
CO2 (tn) Conversion factor: gr of CO2 per Kwh. Mean factor of emission of the Spanish electrical sector (2008).
CO2 emissions due to consumption of Diesel (Tn)
CO2 emissions due to electricity consumption (Tn)
Total tonnes of CO2
224
501
407.22 (*)
9,837
10,398
73,112.94 (*)
10,060
10,889
75,520.16 (*)
75,036
76,036
75,808 (***)
Water (m3)
Total water consumed
Total water consumed per employee
Variation in water consumption
45.64
46.56
37.88 (***)
+33.6%
+1.3%
–18%
120,912
115,868
1,992,412 (*)
72.45
65,38
76,46 (*)
42%
40%
64%
Paper (kg)
Total paper consumed
Total paper consumed per employee
% paper recycled out of total consumed
(*) Data from ”la Caixa” and its subsidiary companies.
(**) Data from ”la Caixa” headquarters.
(***) Data from ”la Caixa” headquarters, Sumasa, Accesible Housing and Servihabitat.
(****) In consumption of electrical energy and water, data from ”la Caixa” headquarters and Sumasa are included. In diesel and CO2 emissions, data
from ”la Caixa” headquarters are included. In paper consumption, in 2006, data from ”la Caixa” headquarters, Sumasa and Accesible Housing are
included, and in 2007 data from ”la Caixa” headquarters, Sumasa, Accesible Housing and Servihabitat are included.
2008 ”la Caixa” Annual Report
14
3. Contribution to the well-being of society
3.8. A good place to work
The human team of ”la Caixa” is
its greatest asset. Its employees’
motivation and talent are crucial to its
competitiveness. For yet another year,
”la Caixa” is one of the leading companies
in creating stable employment in Spain.
It appears as the most popular company
as a place to work on the Merco Persons
ranking and one of the 50 best companies
in Spain to work in, according to the Great
Place to Work Institute.
workers, who find answers specific to
their requirements in a proper working
climate.
Total staff of ”la Caixa” and its
subsidiaries 2008 (*)
53,7%
26,056
46,3%
Human quality… with customer
orientation
The option for talent, new values, balance
between family and work, equality and
job integration of all groups make for a
solid, motivated and dynamic team of
Men
Women
B
(46,28%)
A
(53,72%)
«I chose ”la Caixa” because of the human
image it transmits, its prestige even among
family members and friends working for
other institutions and also because of the
prestige of being a part of Spain’s leading
savings bank».
(*) Silk, e-laCaixa, Microbank, Sumasa,
Servihabitat, Vivienda Asequible, GDS-Cusa,
Caixa Capital Risc and PromoCaixa.
Sofía Sánchez Borras, employee, branch
5921– Xàtiva-Baixada del Carme
Why it is important
What ”la Caixa” has done
Dialogue
To consolidate links between the Institution
and its employees, covering each person’s
individual needs.
Periodic questionnaires on the atmosphere
at work and balance between family and
work.
To encourage and promote various
channels of communication, such as the
Intranet or the Call Centre, as a platform
to express suggestions and needs.
Diversity and integration
To promote equality of opportunity and
non-discrimination on the grounds of
gender, age, origin or disability.
It has conducted an Equality Diagnosis, as
the first step in the 2009 Equality Plan.
Accord to improve the 2007-2010
Collective Agreement for Savings Banks.
Balance between family and work
To favour the harmony and balance of
the staff.
The Committee to monitor balance
between family and work and the
Protocol of Equality and Balance has been
set up.
Training
To consolidate the development of the
skills of its human team and guarantee
better customer service.
”la Caixa” invested 15.08 million euros
in training projects, 6% up on 2007.
2008 ”la Caixa” Annual Report
15
3. Contribution to the well-being of society
3.9. Institutional participation
and dissemination of
knowledge
”la Caixa” has established agreements
with several financial institutions and
entities, as well as ones in other areas,
which reinforce its links with society
and its commitment to the most needy
social sectors. This type of collaboration
complements the initiatives to disseminate
knowledge, promoted by the Institution
through its Research Department, with
22 publications in the year 2008, and
through ”la Caixa” Welfare Projects, with
2 Social Studies published that represent
an instrument for the examination and
analysis of reality.
Further information at... http://www.lacaixa.es/research
http://obrasocial.lacaixa.es/estudiossociales/
estudiossociales_es.html
Who benefits
What ”la Caixa” is doing
Working
together
with
institutions
The scientific community, the various
organisations with which it works and,
in consequence, society as a whole.
Collaboration with various Spanish and international organisations
in the social, business and economic areas.
Research
Department
and social
studies
The professionals of the economic
community and students and researchers
of social reality, with the objective that
their knowledge be passed onto society
as a whole and thus contribute to its
improvement.
Dissemination of economic and social knowledge through
publications in Spain and for the international community; and
publication of studies on social questions.
It promotes the ”la Caixa” Economy and Society Chair and the
”la Caixa” Business Social Responsibility and Corporate Governance
Chair, jointly with IESE.
The full version of the report on “la Caixa” Corporate Responsibility can be consulted at:
www.lacaixa.es/corporateresponsibility
2008 ”la Caixa” Annual Report
16
4. Auditor’s note and stamp of the GRI
4. Auditor’s note and stamp of the GRI
This Corporate Responsibility Report of ”la Caixa” was drawn up in line with the regulations in the GRI Guide for Drawing up
Sustainability Reports, published in 2008 and known as G3. According to this guide, there are determined requisites on its levels of
application that are indicated in the following table.
Report on: 1.1,
2.1-2.10,
3.1-3.8, 3.10-3.12,
4.1-4.4, 4.14-4.17.
G3 Management
Approach
Not required.
Development indicators
and supplementary
indicators of the sector
(G3)
Report a minimum
of 10 development
indicators, including
at least one of each of
the social, economic
and environmental
indicators.
The Corporate Responsibility Report
(CRR) of ”la Caixa” meets the requisites
for the A+ rating for applying G3, which
means it complies with the specifications
for G3 Level A for Profile, Management
Approach and Performance Indicators and
that it has been subjected to verification
mechanisms under the conditions set by
this standard.
Deloitte checked the complete version of
the ”la Caixa” CRR and concludes that
in Chapter 5 of this report the indicators
reviewed and the scope of the review
are explained in detail and that those
indicators that do not cover all the points
recommended by GRI are identified. After
2008 ”la Caixa” Annual Report
B
Report all the criteria listed
for level C, as well as:
1.2,
3.9-3.13,
4.5-4.13, 4.16-4.17.
Management approach for
each category of indicator.
Report a minimum of 20
development indicators,
including at least one of
each of the economic,
environmental, human rights,
work, society and product
responsibility indicators.
our review, no aspect stood out to make
us think that:
• T he ”la Caixa” CRR has not been
prepared in line with the Guidelines
for drawing up Sustainability Reports
of the Global Reporting Initiative,
version 3 (G3).
• The information in the 2008 CRR of
”la Caixa” on applying the principles
of the AA1000 regulation on relevance,
integrity and stakeholder feedback
contains material errors or omissions.
• The information provided on the
advances in the lines of work on
17
B+
A
A+
The same requirement as
for level B.
Management approach for
each category of indicator.
Respond to all the central
G3 indicators of the
Supplement relating to
the materiality principle,
a) reporting on each
indicator; b) explaining the
reason for its omission.
Report checked externally
C+
Report checked externally
Development of the standard
G3 Profile
C
Report checked externally
Rating level
Corporate Responsibility in 2008 has
significant errors.
• In the complete version of the 2008
”la Caixa” CRR, the pages and
coverage of the requisites, management
approaches and indicators are shown.

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