ING Bank Śląski | Annual Report 2014

ING BANK ŚLĄSKI

ING BANK ŚLĄSKIAnnual Report 2014

CSR

In its day-to-day operations, ING Bank Śląski S.A. gives consideration to the needs of its stakeholders, social welfare and environmental protection requirements. The Bank has been consequently building transparent and ethical relations with clients, investors, business partners, vendors and employees for years.

In their daily routine, ING Bank Śląski S.A. employees follow ING Business Principles, that is integrity, respect, openness, responsibility and common sense. Such conduct fosters long-lasting relations based on trust, building competitive advantage and taking right decisions.

In its operations the Bank relies on the international standards – the Universal Declaration of Human Rights – and the principles of Global Compact drafted by the United Nations. The Bank applies the Good Banking Practice Principles and, as a company listed on the Warsaw Stock Exchange, it ensures that all shareholders are treated equally, as well as it pays attention to wide information access and effective communication with the participants of the capital market. Since 2009 ING Bank Śląski S.A. has been invariably present in the Respect Index, the index of socially responsible companies listed on the Warsaw Stock Exchange.

The process of drafting the Corporate Social Responsibility Report of ING Bank Śląski S.A. for the Years 2013 and 2014 exemplifies the dialogue between the Bank and its stakeholders. In keeping with GRI (Global Reporting Initiative) G4 recommendations, in H2 2014 a materiality research was conducted. It was oriented at determining the material aspects of Bank business. The research activities included a panel attended by the representatives of key stakeholders as well as questionnaires for employees, investors and stock analysts, among others. The materiality research was made using the AccountAbility Stakeholder Engagement Standard (AA 1000SES). The Corporate Social Responsibility Report of ING Bank Śląski S.A. for the Years 2011-2012 won recognition of external circles not only for its content but also brave graphical layout.

Last year, ING Bank Śląski S.A. was for the second time the only financial institution to be awarded with Złoty listek CSR (CSR Golden Leaf) by the Polityka weekly, whereby the contribution of winners to creation of adequate conditions for sustainable social and economic growth was accentuated. Further, the Bank won the first place in the Ranking Odpowiedzialnych Firm (Socially Responsible Companies) ranking in the Banking, Financial and Insurance Sector category, published by Dziennik Gazeta Prawna daily.

In 2014, ING Bank Śląski S.A. was nominated for Nagroda Gospodarcza Prezydenta RP (Economic Award of the President of the Republic of Poland) in the Corporate Governance and Corporate Social Responsibility category. The Bank was designated by the Marshal’s Office in Katowice. The judging panel of the competition selected 15 best companies out of the 121 nominated.

Last year, our Bank was among 60 exhibitors of the CSR Fairs. The event was accompanied by presentation of the 2013 Responsible Business in Poland. Best Practices Report by Forum Odpowiedzialnego Biznesu (Responsible Business Forum). The report listed 13 practices of ING Bank Śląski S.A.

1. Relations with clients

ING Bank Śląski S.A. shapes relations with clients based on the dialogue that is tailored to their needs. The Bank focuses on providing and constantly improving convenient channels of contact. Polls are conducted and complaints are analysed in a regular manner and they form an important source of feedback.

Communication with clients

In 2014, ING Bank Śląski S.A. contacted individual clients using both traditional service channels such as branch, e-mail or phone, as well as diverse new media, social media for example.

In the past year, the Bank launched a new channel for contacting clients, the so-called mini-branches (ING Express) at shopping malls. Further, coming up to the needs of clients applying for a mortgage loan, the Bank rendered available the option of online communication with Retail Loans Account Managers. Clients may comfortably talk to specialists via the Lync internet communicator from any Bank branch in Poland.

In June 2014, ING Bank Śląski S.A. was the first bank in Poland to start the pilot programme of sign language-based service. Deaf clients could take advantage of this service in two branches: in Katowice and in Warsaw.

Last year, the Bank strongly focused on developing clients. Giving them birthday wishes and sending them words of gratitude on the fifth, tenth or fifteenth anniversary of ING Bank Śląski S.A.’s services use can be given as examples here.

Simplification of the messages and communications used by the Bank was a crucial change in the relation held with retail clients. The new standard which was developed with language experts was introduced across the Bank. Today clarity is at the heart of the information sent to clients – complaint responses and their layout, for example.

ING Bank Śląski S.A. modified its website: www.ingbank.pl using the Responsive Web Design (RWD) technology. Owing to this, the content of the portal gets automatically laid out matching the screen size used by clients (mobile phone, tablet, laptop or PC screens).

2014 saw social-media based communication with clients become even more significant:

ING Bank Śląski S.A. contacted corporate clients using both traditional service channels such as visit at a branch, e-mail or phone, as well as diverse new media. In 2014, clients were offered the option of drawing a loan in an automated manner, via the internet banking system. ING Bank Śląski S.A. is the only bank on the market to offer corporate clients light depositories and CDMs directly at their business offices.

As in previous years, also in 2014, corporate clients of the Bank participated in a round of educational meetings. Representatives of the agricultural sector attended sectorial conferences held in collaboration with Centrum Adama Smitha (Adam Smith Centre). For family businesses a conference on proper preparation and conduct of the succession process was prepared in turn. The conference was also attended by experts from Instytut Biznesu Rodzinnego (Family Business Institute) and law firms. The Aleo offer-dedicated meetings proved yet another excellent occasion to expand the procurement and sale knowledge.

Customer satisfaction surveys

Clients judge ING Bank Śląski S.A. first and foremost based on their experience when contacting the Bank. This is why, the form of communication is continuously improved in all service channels. Further, the Bank checks whether clients are satisfied with services on a regular basis.

In 2014, ING Bank Śląski S.A. conducted a survey of needs and expectations of individual clients visiting branches. Its results were used to modify the customer service model. In turn, the process of establishing relationships with clients was monitored using the Mystery Shopper surveys.

The Bank continued to analyse processes with emphasis placed on the remote channel. These actions were supported by the innovative testing method: Customer Effort Score (CES), implemented in 2014. It is a metric showing the effort taken by the client to set up an account via the internet, for example.

The Net Promoter Score survey continued to be a valuable source of retail customer satisfaction data. In 2014, numerous actions were taken to reduce the number of clients judging the Bank in the toughest manner (the so-called Detractors).

Corporate clients also undergo regular satisfaction surveys. Hence, clients’ opinion about the offer and service quality, as well as other aspects of cooperation with the Bank can be continuously monitored. In 2014, the Bank focused on the mobile banking domain and contact centre service. The process of electronic application filing by clients was analysed as well.

For strategic clients, ING Bank Śląski S.A. continued to measure their satisfaction using the NPS methodology. 2014 saw two survey waves. 70 responses were received to almost 300 questionnaires sent.

Complaint analysis

In their complaints clients indicate those aspects of Bank products and services which they find worth modifying. This is why, ING Bank Śląski S.A. pays attention to client receiving complaint response in the shortest time possible. In 2014, already 54% of complaints were handled within 24 hours (40% in 2013). This result warrants ING a position among leading European banks.

Using electronic complaint handling channels, clients can file their complaint and have it resolved 7 days a week, 24 hours a day. In the past year, the Bank responded to 56% of complaints via the internet banking system.

Client satisfaction with the complaint handling process improved in 2014. NPS result went up to +27% (from +15% in 2013).

The Bank is constantly improving the clarity of its complaint responses. The way of complaint filing via the internet banking system was made more client-friendly as well. At present, a complaint report can have of up to 3,200 characters (previously 640 characters).

As in previous years, complaint reasons were thoroughly analysed. Owing to the complaint-based information, the practice of retaining uncollected cash by ATMs after 30 seconds from cash disbursement was introduced, among other measures.

2. Relations with vendors

In 2014, potential vendors could continue to use the self-registration form on the ING Bank Śląski S.A.’s website. 94 vendors successfully completed the qualification process and could later participate in the procurement processes at the Bank.

In the past year, the Bank proceeded with making the ING Bank Śląski S.A. Vendors Code of Conduct available to the public. The Bank organised an information campaign for its contracted vendors, whereby they were all sent the Code. By doing so, the Bank emphasized the significance of contracting vendors on equal opportunity basis and using objective criteria as well as of cooperating with them in an open and fair manner while abiding by contractual terms and conditions and the provisions of the ING Bank Śląski S.A. Vendors Code of Conduct.

The Code is part and parcel of the contracts signed by the Bank with vendors. By signing it, each Bank vendor declares to abide by the norms set out by the Code. These are: observing the applicable laws, employees’ rights included, in relations with the employees as well as respecting personal dignity, privacy and rights of an individual. Vendors should also provide their employees with safe and harmless workplace in health terms and consider environment protection by striving for reducing environmental burden as part of their business and ought to undertake actions leading to environment improvement. Moreover, vendors should observe prohibition of forced labour, child labour, corruption and discrimination.

ING Bank Śląski S.A. vendors were also active users of Aleo – a trading and auction platform for businesses. The Bank enhanced the registration system by resigning from the mandatory validation transfer of PLN 1. It can be however still made when a company wants to hold the “verified” status from its very activation. Following registration on the www.aleo.com/pl website, vendors could participate in auctions organized under the Bank tender proceedings. Last year saw over 100 auctions held via the platform. Bank vendors and clients could also use that vehicle to support their own procurement processes. Following the results of the survey conducted among Aleo users, a new main page was launched and portal functionalities were modified last year.

3. Relations with employees

All ING Bank Śląski S.A. employees are provided with the conditions enabling their development and enhancing their commitment in the daily routine. The most important aspects of Bank operations pursued for employees development were outlined in the Human Resources Management item.

Every year, ING Bank Śląski S.A. provides employees with the opportunity to anonymously express their opinion on work in the Winning Performance Culture scan. In 2014, 85% of Bank employees took part in the survey. Participants appreciated the Bank operations in the Client Orientation, Leadership and Strategy, Team Work and Efficiency as well as People Management domains. As in the previous year, the scan also shows a very high level of sustainable engagement (84%)  Based on the Bank employees’ opinions gathered in that way, action priorities are set for the next year.

In 2014, ING Bank Śląski S.A. was awarded the Top Employer certificate for the fifth time; the certificate is granted to those companies that are the best in pursuing HR policy. Moreover, the Bank was mentioned in the Responsible Business in Poland report, developed by Forum Odpowiedzialnego Biznesu (Responsible Business Forum) under the Labour-Related Practices category, which presented in-house traineeships for employees and facilities for employees being parents and – as long-term practices – first aid training courses and Dobry Pomysł (Good Idea) voluntary initiative contest. Further, the Social Engagement and Local Community Development category listed the participation of employees in the blood donation initiatives and in the Biegnij Warszawo (Run Warsaw) sports event as well as in the Globalne Wyzwanie (Global Challenge) voluntary activity and also – as long-term practices – Praktyka z Lwem (Internship with the Lion) addressed to students.

4. Activities for community

In 2014, ING Bank Śląski S.A. continued actions supporting education and entrepreneurial spirit among students of high schools.

In April, the Bank, for the eleventh time, engaged itself in the nationwide Junior Achievement Day organized by Fundacja Młodzieżowej Przedsiębiorczości (Junior Achievement Foundation). 71 workplaces were prepared for one-day trainees from high schools.

Last year, together with the ING for Children Foundation, the Bank continued to pursue the ING Voluntary Services Programme:

  • projects for local communities – as part of the Good Idea contest, employees conducted 47 initiatives at hospitals, schools, kindergartens and community youth centres across Poland;
  • projects for selected community partner – under 19 group initiatives employees worked for the benefit of, among others, children’s homes and therapeutic centres. The largest initiative of this kind gathered approximately 60 IT employees;
  • meetings with children and fairs arranged under the Global Challenge initiative – approximately 520 persons took part in 42 different ventures combined with reading the therapeutic book Lucjan, the Lion One of Its Kind. On this occasion, 2,600 copies of the book issued by the Bank were distributed among the children participating in the meetings and furnished to local libraries, community youth centres, hospitals, schools and kindergartens. 

Approximately 1,300 Bank employees took part in the ING Voluntary Services Programme in total.

Following the long-standing tradition of social initiatives, employees engaged themselves in charity collections for children – charges of the ING for Children Foundation. An Orange Schoolbag collection of school supplies was organised in September, while in December as part of the Santa’s Helpers undertaking employees prepared approximately 700 parcels with Christmas gifts.

Following our tradition, in 2014 blood donation initiatives were held in spring and autumn. 180 Bank employees took part in 10 such initiatives. They donated 82 litres of blood in total.

Activity of ING for Children Foundation

The ING for Children Foundation continued programmes to provide equal chances by educating children from poor areas and chronically ill children:

  • ING Internet Clubs – in 2014, 6 internet clubs were modernised. In total, there are 30 internet clubs across Poland.
  • Smile Stays – nearly 1,100 children participated in 22 such stays. These were profiled stays: educational, therapy and rehabilitation ones as well as summer and winter camps for Foundation charges from primary schools, community youth centres and therapeutic groups.
  • ING Voluntary Services Programme – as part of the employee voluntary activities, the Foundation supported public benefit institutions as well as urban and commune welfare centres that Bank volunteers cooperate with. It allotted over PLN 400,000 for this purpose.

ING Bank Śląski S.A. employees provided financial support for the activity of the Foundation in the form of 1% tax deductions – PLN 32.7 thousand and monthly remuneration-related deductions – PLN  19.0 thousand.

Activity of ING Polish Art Foundation

In 2014, ING Polish Art Foundation together with the Arts Museum in Łódź held once more the Wspólny projekt (Common Project) contest. It is a periodical event targeted at artists of under 30 years of age. From among 90 submissions, a five-member committee selected the sound project by Tomasz Koszewnik, a student of Uniwersytet Artystyczny (University of Arts) in Poznań.

The project was made in close cooperation with musicians. It consisted in giving concerts in non-standard locations (in a hotel room or private apartment, for example). Spectators did not have any contact with the musician but they were listening to the sounds through walls or open windows. This made them receive the concerts in a completely different, careful manner. Casual passers-by could hear it as well.

At the ING collection exhibition at the Cobra Museum in Amstvelveen, Amsterdam, 3 video works, 2 photos and 2 paintings from the collection of the ING Polish Art Foundation were presented. On this occasion, a catalogue introducing a large number of works (more than 20) from the collection was published. It is distributed by a renowned publishing house, Frame.

In 2014, 13 new works were added to the collection. They include the works of Jakub Woynarowski, honoured with Paszport Polityki (Polityka’s Passport) distinction among others.

The Foundation also conducted educational activity oriented at ING Bank Śląski S.A. employees. During the Amsterdam exhibition, artists Rafał Dominik and Tymek Borowski made an animation movie showing the activities of the Foundation. The movie can be seen on the ING Bank Śląski S.A. YouTube channel.

5. Activities for natural environment

In October 2014, TŰV Nord auditors conducted an audit of the Environmental Management System supervision under the international standard ISO 14001 (EMS). The audit had a positive result.

The Bank continued implementation of electricity savings-oriented technical solutions and technologies. Power systems were modernised at 36 branches. Owing to new technical standards, in 2014 lighting power consumption dropped by 10%. At new branches, energy-efficient lighting fittings and light control systems were installed. Exterior advertisements were lit in LED technology in another 36 branches. It is now used by 138 branches.

As part of the Ecosphere 2015 project, the Bank disassembled the CFC air conditioning units and replaced them with those using the environment-friendly R22 refrigerant. Owing to the modern energy-, heating- and water-efficient technical solutions, in April 2014, the new Bank head office edifice in Warsaw, at Plac Unii Lubelskiej, was awarded the prestigious Certyfikat Zielonego Biura (Green Office Certificate).

Since 2014 all ING Bank Śląski S.A. head office employees in Warsaw and Katowice have been using the follow-me printing system. This solution allowed printing a document only upon tapping the employee’s identification batch against the printer. In consequence, the volume of printouts was reduced by almost 650,000 sheets. Last year, the Bank launched other environment-friendly solutions as well, for example: e-papers and magazines, electronic railway tickets and the business trip settlement application. 

As part of the Orange Bike initiative, the Bank continued to install bicycle racks for Bank employees and clients and made bicycles available to employees. In 2014, 150 new racks were mounted in 39 locations and employees were provided with 20 orange bikes, 5 for each of the following locations: Katowice, Warsaw, Szczecin and Łódź.

ING Bank Śląski S.A. continued the following educational activities in 2014:

  • Earth Hour – the Bank turned off light in the buildings of the Head Offices in Katowice and Warsaw, as well as in a dozen or so of branches all over Poland in that initiative;
  • Be eco and hand in your phone – 212 phones and 70 chargers were collected at the Bank. The funds obtained from the sale of phones were given to the ING for Children Foundation;
  • Earth Week – as part of the nationwide campaign Zmieniaj nawyki – nie klimat! (Change you habits and not the climate), employees were prepared a special guide and could check their knowledge in the eco-quiz as well;  
  • We save paper – in this competition employees enrolled 149 ideas how to save paper.

6. Additional information

Information about corporate social responsibility at ING Bank Śląski S.A. is available on the www.ingbank.pl site in the Odpowiedzialny biznes (Corporate Social Responsibility) tab: www.en.ingbank.pl/company-profile/corporate-social-responsibility.

The Bank also launched a new contact channel/e-mail address: csr@ingbank.pl dededicated to the said topic.

 

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