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3. Contribution to the welfare of society 3.1 Contribution to the economy and job creation As part of the "la Caixa" commitment to activities, and generates a direct responsibility, the institution contributes positive impact on the economy and to social progress through its financial employment. Economic value generated, distributed and retained by the "la Caixa" Group 2007 2008 (Sums in thousand EUR) Economic value generated 6,752,489 7,005,351 Ordinary margin 6,255,527 6,981,336 Sales minus cost of sales 57,674 26,478 Other operating products 439,288 -2,463 Economic value distributed 3,572,503 3,821,399 3 Other general administration expenses (except taxes) 826,148 902,454 Contribution to the welfare of society plus other operating charges 3.1 Contribution to the economy and job creation Personnel costs 1,970,515 2,112,575 3.2 Investment by "la Caixa" in Obra Social - Welfare Projects 3.3 Business Alliance for Child Vaccination Tax on profits plus taxes included in other general 138,680 45,369 3.4 Innovation in financial services administration expenses 3.5 Customer, employee and supplier satisfaction Income attributed to minority interest 137,160 261,001 3.6 Commitment to the environment 3.7 A great place to work Allocation to the Welfare Projects 500,000 500,000 3.8 Organisational participation and transfer of knowledge Economic value retained 3,179,986 3,183,952 Nota 1: data obtained from annual consolidated accounts for the "la Caixa" Group corresponding to financial year 2008. Nota 2: in 2008 the Bank of Spain Circular 6/2008 became effective introducing several changes in the format used for profit and loss, income statement accounts of financial institutions. The comparative information from the 2007 financial year presented in Indicator EC 1 has been adapted to the new profit and loss account format and consequently, does not directly correspond to the data presented in last year's report. Corporate Responsibility Report "la Caixa" 2008 83 3. Contribution to the welfare of society 3. Contribution to the welfare of society Objectives 2007 Initiatives 2008 Challenges 2009-2010 Direct and indirect • To establish "la Caixa" as the top • 1330 new positions in the branch • To continue to bring HR policy in line impact on job financial institution for job creation in network together with recruitment with the new economic context. creation Spain. arising from the acquisition of Morgan Stanley. Equality of • To maintain the institution's position as • No significant changes in this area. • No significant previsions in this opportunity, the preferred employer among young regard. impact on young people wishing to work in financial people and services. regions • To continue creating quality employment in areas of low population density. Job creation • To gradually increase the number of • The Incorpora Programme has given • To continue to reinforce the Incorpora through the companies participating in the Incorpora employment to 5,959 people. Programme of the Welfare Projects, Incorpora Programme, as well as increasing the • First edition of the Incorpora awards along with MicroBank and those Programme of the total number of beneficiaries. with 177 nominations. entrepreneurial initiatives that favour Welfare Projects • To enable MicroBank to provide more integration of people into the labour of "la Caixa", funding and offer more subsidies for market. through MicroBank entrepreneurs, without neglecting the and entrepreneurs steady demand for project financing. Obviously, any initiatives implemented Spanish economic input-output In 2008, "la Caixa" directly contributed by "la Caixa" also have a knock-on table, 35 Euro in every 100 Euro to 0.42% of Spanish GDP, and directly social impact, as they necessitate of economic value added by the or indirectly created employment for suppliers who in turn require other financial services sector is indirectly in excess of 6000 people, through the companies leading, in short, to a attributable to "la Caixa". activities of the occupational integration significant contribution to the growth programmes of the Welfare Projects. of the economy. Overall, the effect is If both direct and indirect impact a major value generating sequence, are combined, the institution's with a considerable bearing on the contribution to Spanish GDP is GDP. According to data from the 0.56%. Corporate Responsibility Report "la Caixa" 2008 84 Corporate Responsibility Report "la Caixa" 2008 85 3. Contribution to the welfare of society 3. Contribution to the welfare of society Direct and indirect impact on job creation Similarly, the acquisition of the Private IN thE yEar 2007 MOrE thaN 1000 Banking division of Morgan Stanley NEW Staff aND IN 2008, DESPItE thE increased the number of those Starting point: "la Caixa" has always understood the link between quality job DOWNturN IN thE SPaNISh ECONOMy, employed in this area. 400 employees creation and the organisational growth. thErE WaS SIMIlar GrOWth IN tErMS were reallocated, 70% of whom Of NEW Staff rECruItED are devoted to the Private Banking Where we are: The strength of growth in "la Caixa" activities has seen the business. organisation become the leading Spanish financial institution in terms of job creation over the past 10 years. Apart from reallocations to these new Furthermore, the number of people business branches, the number of new Where we want to get to: To continue to ensure quality job creation. employed by "la Caixa" continues to contracts was 1,239. grow. More than 1000 people were recruited in the year 2007, and during In addition to the growth in staff 2008, despite the economic downturn, numbers, "la Caixa" implemented this number continued to similarly additional measures specifically aimed grow, consolidating the organisations at assisting groups who often encounter position as the foremost organisational difficulties entering the labour force, at employer in Spain in terms of the end of 2008 an agreement between continuous quality job creation. "la Caixa" and the Generalitat de Last year, "la Caixa" opened 68 Catalunya seeks to recruit people who enterprise banking business centres have been victims of abuse or violence employing 650 people, 14% of whom and who, as a result, are at the risk of were new recruits. exclusion from the job market. "I chose "la Caixa" because of its caring image and because, even for those friends and relatives who work for other organisations, it is seen as a leading and prestigous institution Job creation is one of the drivers financial sector. The institution is as well and being of the top savings banks in of economic growth, leading to increasing its presence in Spain Spain". improved social well-being. With and growing internationally in 5,530 outlets, the "la Caixa" branch countries such as Romania and Sofía Sánchez Borras, employee, branch network is the largest in the Spanish Poland. 5921- Xàtiva-Baixada del Carme Corporate Responsibility Report "la Caixa" 2008 86 Corporate Responsibility Report "la Caixa" 2008 87 3. Contribution to the welfare of society 3. Contribution to the welfare of society Equal opportunities, impact on young people and regional Job creation through the Welfare Projects, Incorpora Programme of "la Caixa", through MicroBank and entrepreneurs Starting point: The regional expansion of "la Caixa" has continually created quality employment throughout Spain, boosting the labour market and Starting point: In recent years, "la Caixa" has undertaken many initiatives underpining the recruitment of young people. aimed at promoting occupational integration for groups at risk of social exclusion. Where we are: "la Caixa" has created 15,300 jobs over the past 10 years. Where we are: "la Caixa" contributes to job creation in Spain through Where we want to get to: To continue to pair organisational growth with the MicroBank, the Welfare Projects of "la Caixa" and EmprendedorXXI. provision of quality job opportunities throughout Spain and in countries where the "la Caixa" is expanding. Where we want to get to: To continue strengthening the social fabric of Spain by offering quality employment opportunities to individuals at risk of social exclusion and through support for entrepreneurs. Apart from the job creation figures As well as providing a comprehensive themselves, "la Caixa" endeavours array of employment options to a Incorpora Programme for immigrants, the long-term unemployed, to provide opportunities to a broad broad range of individual skill sets, Occupational Integration and women who have been victims of range of professional profiles, "la Caixa" collaborates on initiatives Occupational Integration is one of domestic violence. regardless of gender, or whether to advance occupational integration. the objectives of the Welfare Projects the person may have a disability. In 2008, "la Caixa" in conjunction of "la Caixa", and this is of particular Since it was set up it has enabled the In accordance with its equal with Infoempleo.com published El importance in the current challenging occupational integration of almost opportunities policy, all persons are Arte de Buscar Empleo (The Art of economic climate. Addressing the fact 10,000 people in over 3,700 companies afforded the opportunity to build Finding Work), a guide to the essential that employment is a decisive factor in that support the Incorpora Programme. stable careers with excellent future knowledge and skills required to find the fight against social exclusion, the prospects. employment in a global job market. Incorpora Programme is designed for those individuals, who find themselves Across the employee spectrum, The first edition of this guide had a potentially at risk of falling into the trap young people are of particular circulation of 12,000 copies. of social marginalization. importance. Many are university graduates seeking a reliable start to The objective is to champion, within the their professional careers. Spanish business community, a social corporate responsibility programme The equality criteria also apply aS WEll aS PrOvIDING Equal that promotes occupational integration regardless of regional distribution; OPPOrtuNItIES fOr SOlID, qualIty of specific sectors of the population: "la Caixa" has branches in small EMPlOyMENt tO all rIGht aCrOSS persons with physical, intellectual or community settlements all across SPaIN, "la CaIxa" aCtIvEly sensory disabilities, young people who Spain thus helping to generate PartICIPatES IN OCCuPatIONal have experienced difficulty attaining quality employment in many sparsely INtEGratION INItIatIvES their first job, persons over the age populated areas. of 45 who lack work experience, Corporate Responsibility Report "la Caixa" 2008 88 Corporate Responsibility Report "la Caixa" 2008 89 3. Contribution to the welfare of society 3. Contribution to the welfare of society MicroBank The backing provided by "la Caixa" for first Edition of the Incorpora awards MicroBank, the community bank of entrepreneurs is also demonstrated by In recognition of those companies that participate in the programme and "la Caixa", undertakes an important the EmprendedorXXI Initiative, which voluntarily incorporate social concerns within their company's business strategy, role in fostering productive activity and sets out to identify the most recent the Welfare Projects of "la Caixa" celebrated the first edition of the Incorpora job creation. On one hand, through and innovative start up companies Awards in 2008. approving microcredits to individuals with the greatest growth potential in From a total of 177 candidates, the winning companies were MAPFRE Quavitae, with limited access to the financial the different autonomous regions in Campsa, Hotel Palmeras and Tilseco. Furthermore, the Jugdes highlighted a market, MicroBank is contributing Spain, and bestows on them the much further 14 initiatives that promoted occupational integration of individuals at risk to promoting self-employment and needed recognition that assists in of social exclusion by giving them special mention. financial inclusiveness. On the other advancing their process of growth and The 1st edition of the Awards was held within the framework of the Congreso hand, financing business projects development. Incorpora, which included several conferences and round table discussions that create and consolidate micro that gave first-hand knowledge of corporate social responsibility programmes entrepreneurship fosters productive and occupational integration practises for large organisations. During the event activity and generates employment. social responsibility was also considered from In short, the microcredits provided by the perspective of small to medium sized the organisation represent a significant enterprises, as well as the principal challenges stimulus for job creation, which facing those responsible for integrating translates to a substantial contribution individuals and the strategies they adopt when towards wealth creation and social approaching the business community. unity. Entrepreneurs Understanding that the degree of a country's development is Sharing the goal of occupational measured, in part, by the quality of its SINCE thE INCOrPOra PrOGraMME integration of individuals in difficult entrepreneurial initiatives, "la Caixa" WaS SEt uP It haS ENaBlED thE situations, "la Caixa" offers assistance offers its strong support to those who OCCuPatIONal INtEGratION Of to encourage occupational integration seek to start up or initiate credible alMOSt 10,000 PEOPlE IN OvEr of unemployed women who have been business projects. This support 3,700 COMPaNIES that SuPPOrt victims of violence. Along with seven guarantees that no entrepreneur with thE INItIatIvE other companies, the organisation has a viable self-employment project is signed a cooperative agreement with prevented from pursuing his or her the Catalan Government Ministry of goals for lack of funding. Typically, Labour, and has made a commitment these projects become sound financial to hire a minimum of 6 women from this enterprises, and therefore, a source group in 2009. Overall, the agreement of employment. To date, this initiative will directly benefit more than 30 has successfully led to the creation of unemployed women over 600 jobs. Corporate Responsibility Report "la Caixa" 2008 90 Corporate Responsibility Report "la Caixa" 2008 91 3. Contribution to the welfare of society 3. Contribution to the welfare of society 3.2 Investment by "la Caixa" in Welfare Projects Objectives 2007 Initiatives 2008 Challenges 2009-2010 Contribution • Continue increasing the resources • The Welfare Projects had a budget of • Continue focusing attention on social actions of "la Caixa" to available to Welfare Projects, with the EUR 500 million in 2008, this accounts that provide opportunity for people of all Welfare Projects aim of promoting projects of social and for 25% of the recurring profits of ages and backgrounds. cultural value. "la Caixa". • Develop new initiatives that contribute • Increase budgetary allocation earmarked to preventing marginalization of for social action initiatives currently individuals, whether for economic or representing 63.94% of funds allocated. social reasons. • Initiatives focused on fighting poverty and social exclusion, through programmes such as CaixaProinfancia, Integración laboral "Incorpora", and conservation of natural areas, social integration and grants for inmates in the prison system. • Inauguration, in the Spanish capital, of the CaixaForum Madrid, headquarters of the Welfare Projects. • International cooperation through the provision of disaster relief and support for victims of armed conflict. • Infant Vaccination Programme in conjunction with GAVI Alliance. Impact of the • Work towards eradicating child poverty, • The CaixaProinfancia Programme has • At a time of economic uncertainty and despite social and which currently affects approximately already provided assistance to 81,137 increasing unemployment figures, intensify environmental 14% of children living in Spain. children, with an overall investment efforts to fight child poverty especially among programmes • Develop new formulae and totalling in excess of EUR 49 million, certain social groups. of the Welfare programmes that work towards the which represents approximately • Signing new agreements with associations to Projects prevention of exclusion of certain social 200,000 interventions. channel aid from CaixaProinfancia, and provide groups. • Thanks to the Incorpora Programme, financial assistance to children at risk of exclusion. • Raise social awareness in regard to over 5,900 people have entered the • Continue contributing towards programmes respect for the environment. job market. aimed at fostering occupational integration of individuals at risk of exclusion through the Incorpora Programme as well as programmes such as Conservación de Parques Naturales (Conservation of Natural Parks). Corporate Responsibility Report "la Caixa" 2008 92 Corporate Responsibility Report "la Caixa" 2008 93 3. Contribution to the welfare of society 3. Contribution to the welfare of society Contribution of "la Caixa" to Welfare Projects aid for victims of natural disasters and armed conflict Natural disasters and extreme situations resulting from armed conflicts are Starting point: Welfare Projects is the social and community arm of "la Caixa" just two of the areas that concern the Welfare Projects of "la Caixa". These and the instrument through which the organisation has consistently contributed situations generally require urgent action and frequently require substantial to social development since it was founded over 100 years ago. economic support. After the initial causal event, many of these issues reoccur with time and worsen, and in the longer-term pose the risk of neglect. "la Caixa" Where we are: With a contribution of 25% of recurring profits, a figure which makes special efforts to ensure that people don't forget these calamities, translated into a total of EUR 500 million in 2008, the projects have sponsored through campaigns to raise awareness and also directly through financial aid. social, educational, cultural and environmental initiatives aimed at addressing the needs of our society. In 2008, Welfare Projects of "la Caixa" donated one million dollars to the rebuilding efforts in the Sichuan province in China, which was seriously Where we want to get to: "la Caixa" strives to meet social requirements damaged by a sequence of earthquakes. This donation goes toward restoring and contribute further still to social wellbeing, if possible, in an economic basic health services through hospital construction. In fact, the relationship with environment charachterized by reduced growth and in which the emerging social the Chinese economy is steadily developing; "la Caixa" now has a local office requirements are more manifest than ever. in Beijing and is currently making final preparation to another in Shanghai. Furthermore, through Criteria CaixaCorp, "la Caixa" has a 9.3% shareholding in The Bank of East Asia, the fifth largest bank in terms of assets and the Through Welfare Projects of "la Caixa" important milestones of 2008 was the largest local independent bank in Hong Kong. currently allocates 25% of its recurring inauguration, in the Spanish capital, of the profits to social initiatives. In 2008, CaixaForum Madrid, the headquarters Moreover in 2008, Welfare Projects carried out a campaign to raise awareness the budget for Welfare Projects was of Welfare Projects of "la Caixa". This and financial aid for projects providing access to drinking water in three African increased to EUR 500 million, further facility is a centre dedicated to essential countries and has also contributed to improvements in living conditions in demonstrating that it the leading private action campaigns on the cultural and refugee centres in several countries. Spanish foundation in terms of resource social concerns of the "la Caixa" Welfare allocation to social and community Projects, a philosophy shared by the Last year, resources were similarly allocated to helping victims of cyclone actions. other centres located in Barcelona, Nargis (Myanmar), along with relief provided to Peruvian earthquake victims, Palma, Lleida and Tarragona. and aid to tsunami victims in Indonesia. Its goal is to provide opportunities for individuals, regardless of their age or The initiatives sponsored by the Welfare circumstances. In keeping with this Projects are not only implemented in goal, in 2008 Welfare Projects of Spain, but also in other deprived areas "la Caixa" allocated more than 60% around the world. The governing aim is IN 2008, thE BuDGEt fOr WElfarE thrOuGhOut 2008, thE "INCOrPOra" of its overall budget to social and care to benefit social, cultural, educational PrOJECtS rOSE tO Eur 500 MIllION, OCCuPatIONal INtEGratION provision projects especially those and environmental projects, as well as MakING It thE fOrEMOSt PrIvatE PrOGraMME Of thE WElfarE PrOJECtS focused on eradicating poverty and providing community assistance in the SPaNISh fOuNDatION IN tErMS Of Of "la CaIxa" aSSIStED MOrE thaN protecting socially disadvantaged aftermath of events such as natural rESOurCES allOCatED tO SOCIally 5,900 PEOPlE at rISk Of SOCIal groups within our society. From a disasters or in regions affected by armed rESPONSIBlE aCtION ExCluSION IN fINDING EMPlOyMENt cultural standpoint, one of the most conflicts. Corporate Responsibility Report "la Caixa" 2008 94 Corporate Responsibility Report "la Caixa" 2008 95 3. Contribution to the welfare of society 3. Contribution to the welfare of society progress has being seen in the drug Projects of "la Caixa" also champions prevention programme that treats young other causes, such as natural habitat people and families. These relatively conservation, campaigns to raise new programmes add to a catalogue awareness regarding important cultural that includes volunteering, assisting and scientific matters, and a programme the elderly, the CiberCaixa hospital that jointly promotes academic initiatives, International Cooperative excellence and equal opportunities, by programmes, and initiatives that provide means of study scholarships. care to dependant persons. At the same time, the child immunisation programme which Welfare Projects develops in collaboration with GAVI Alliance is recognised as an outstanding initiative. This represents the first global alliance to provide immunisation as part of the global struggle against infant mortality. Moreover, Welfare Projects of "la Caixa" also participates in a programme providing psycho-social care for the terminally ill and their families. Together with these programmes of Several social action programmes a marked social character, Welfare ONE Of thE MOSt IMPOrtaNt stand out in 2008, specifically those MIlEStONES Of 2008 WaS thE that provided assistance to social INauGuratION, IN thE SPaNISh CaPItal, groups facing specific challenges Of thE CaIxafOruM MaDrID, thE More scholarships for social rehabilitation of ex-prisoners such as the disabled, young people, hEaDquartErS Of WElfarE PrOJECtS In keeping with its commitment to equal opportunities, "la Caixa", through immigrants and ex-prisoners. Among Of "la CaIxa" Welfare Projects, undertakes initiatives for the prison population. This year, these programmes, one of the most "la Caixa" awarded 952 vocational training grants to prisoners, contributing an noteworthy is the Incorpora Programme average of EUR 4,757 per award. for occupational integration. The primary Furthermore, in 2008 Welfare Projects The programme was developed in collaboration with the Ministry of the Interior aim of this programme is the provision continued the activities initiated in 2007 and the Generalitat de Catalunya and offers prisoners the chance to receive of occupational opportunities for groups under the CaixaProinfancia Programme, vocational training thereby proving an increased likelihood of stability in their at risk of marginalization such as those assisting families with small children personal and professional circumstances once they are released. aforementioned, and other similarly who find themselves in danger of social Of those participating in the 2007-2008 training programme, 93% of prisoners disadvantaged groups like the long-term marginalization. Several educational who received grants successfully completed their training and 28% subsequently unemployed, female victims of violence or centre initiatives continue such as the found employment thanks to the programme. unskilled persons over 45 years of age. CiberCaixa Escolares play groups, and Corporate Responsibility Report "la Caixa" 2008 96 Corporate Responsibility Report "la Caixa" 2008 97 3. Contribution to the welfare of society 3. Contribution to the welfare of society Impact of social and environmental programmes of Welfare Projects Starting point: The main focus of the activities of Welfare Projects is to effect positive social change and wellbeing. To do this it promotes social and environmental programmes with the shared objective of casuing improvements in sustainability and in people's overall quality of life. Where we are: Programmes like Incorpora, CaixaProinfancia and Corporate Volunteer Programme of "la Caixa" are clear examples of initiatives that have positive social impact. The programmes that focus on conserving natural and marine reserves sponsor the preservation of our important natural resources. Where we want to get to: "la Caixa" strives to promote social and environmental activities without neglecting cultural activities, with the objective of contributing to social development and individual wellbeing. Incorpora Programme for Occupational in the job search process, but also Integration support integration within the new work The aim of the programme is to assist environment and, once the person is groups at risk of social marginalization working, carry out adaptation reviews in accessing the job market, thereby and follow-up activities. facilitating their social integration. The intended beneficiaries of this The job opportunities available to these programme are groups such as the groups are thereby increased, while mentally ill, young persons without at the same time the companies and previous work experience, individuals business community get to collaborate who suffer from physical, intellectual or in the process of occupational sensory disabilities, unskilled persons integration through a close working over the age of 45, immigrants, the relationship with the "la Caixa" branch long-term unemployed and women who network. As a result, in 2008, over have been victims of domestic violence. 5,900 people found employment thanks to the programme. The programme uses a network of intermediaries comprised of 297 expert Programme to eliminate child integration professionals, who act in poverty collaboration with social institutions An estimated 14% of children in affiliated with the programme, as Spain live in poverty. In a drive to end intermediaries between potential this situation, "la Caixa" set up the employers and participating groups. CaixaProinfancia programme in 2007, These professionals initially assist instigating a fund to provide economic Corporate Responsibility Report "la Caixa" 2008 98 Corporate Responsibility Report "la Caixa" 2008 99 3. Contribution to the welfare of society 3. Contribution to the welfare of society aid to households with children under clothing, orthopaedics, summer camps Corporate volunteer Programme Out of this programme have grown the age of 16 who are at risk of social and children's camps, educational The socially responsible concerns of a total of 45 voluntary associations exclusion. In 2008, the programme psychology, together with care and employees at "la Caixa" have an outlet across Spain with representation in assisted 81,137 boys and girls. assistance during early childhood. through the Institution's volunteer each of the different regions. The programme. The Corporate Volunteer scope of their activity is principally Welfare Projects allocated over EUR The assistance provided by the Programme has facilitated the setting related to the following: 49 million to the programme, which CaixaProinfancia programme up of a number of "la Caixa" volunteer • Assisting people in need. represents 198,822 aid interventions. is dispensed through welfare associations comprised of employees • Leisure activities for people at risk 45% of those receiving financial institutions across Spain which and retired "la Caixa" professionals and of social marginalization. assistance from the programme are utilize their networks to ensure the their families. Through sponsorship • Educational integration initiatives. single parent families, generally single most beneficial use of the resources by the Welfare Projects of "la Caixa", • Collaboration with community mothers with children in their care. One available. Currently, there are a total these voluntary associations undertake bodies. outstanding fact is that in the second of 30 collaborative agreements with beneficial social activities. • Environmental protection activities. half of 2008, aid targeting children organisations from all over Spain. Given • Christmas campaigns. increased by 33%. This initiative the fact that these organisations often In fostering and promoting these kinds • CooperantesCaixa: International provides children with a guarantee necessitate the support of other bodies, of voluntary initiatives, the organisation volunteer programme. of social and educational support, the overall number of association also makes available the financial • Management support for providing an allowance for school benefiting is probably closer to 200. resources required to fund voluntary community organisations. activities and supplies consultancy and training. "la Caixa" supports flexible Each association freely determines working conditions for those employees the type and scope of activities they who undertake volunteer work and wish to undertake and organisations also participates in the organisational with whom they wish to collaborate. structure of a number of associations In this way there are a wide range thus ensuring volunteers have several of options available to volunteer community or humanitarian options to participants and activities that choose from. address the social issues and concerns of each region. In 2008, there were 2,538 registered members among the 45 voluntary associations of "la Caixa", 2,109 of whom were active employees of the "la Caixa" Group, the remaining members were retired workers, IN 2008, thE CaIxaPrOINfaNCIa friends and family. Members PrOGraMME aSSIStED 81,137 BOyS undertook 980 voluntary activities aND GIrlS thrOuGh thE allOCatION with a total of 23,480 volunteer Of IN ExCESS Of Eur 49 MIllION participants. Corporate Responsibility Report "la Caixa" 2008 100 Corporate Responsibility Report "la Caixa" 2008 101 3. Contribution to the welfare of society 3. Contribution to the welfare of society Employee Social Programme The volunteer employees of Corporate volunteer Programme 2008 During 2008, the Corporate "la Caixa", whether actively Responsibility Department set up Overall number of existing voluntary associations 45 employment or retired, undertake the Employee Social Programme many joint activities, such as in this in which all employees of the Number of volunteer employees 2,109 case taking a trip to the Biopark Zoo Institution can participate by in Valencia with children at risk of Volunteers who are currently employed 90% financing humanitarian projects with social exclusion. a donation from as little as 1 Euro a month. By the end of 2008, 506 Retired volunteers 10% employees had opted to take part Overall number of volunteers 2,538 in the programme and had donated a total of EUR 44,000 benefiting Overall number of joint actions undertaken 980 three separate causes, the Incorpora programme, from the Social Participation of volunteers in aforementioned joint actions 23,480 Integration Area of The "la Caixa" Foundation; the GAVI Alliance, devoted to the fight against infant • Expert Research. DurING 2008, OvEr 500 EMPlOyEES mortality in underprivileged countries • Environmental action. thE COrPOratE vOluNtEEr Of thE INStItutION tOOk Part IN through vaccination programmes thE EMPlOyEE SOCIal PrOGraMME PrOGraMME haS ENaBlED thE Taken together, the discrete activities for children under the age of 5, fINaNCING SEvEral huMaNItarIaN EStaBlIShMENt Of vOluNtary seek a more ambitious objective: and finally, the Fundación MCCH PrOJECtS By MakING DONatIONS aSSOCIatIONS IN "la CaIxa" IN thE that of raising public awareness and devoted to providing training for frOM thEIr SalarIES DIffErENt rEGIONS arOuND SPaIN, IN effecting a cultural shift in attitude. The entrepreneurial women in Ecuador, a WhICh aCtIvE aND rEtIrED EMPlOyEES programmes undertaken by "la Caixa" programme run by the International PartICIPatE tOGEthEr WIth thEIr are encompassed within the framework Cooperation Area of The "la Caixa" frIENDS aND faMIlIES Environmental programmes of these diverse objectives. Foundation. Taking a leadership role in social and environmental issues, "la Caixa" the "la Caixa" Marine programme sponsors an Environmental Programme This programme, developed in that concentrates attention on issues/ cooperation with the Foundation for the causes such as biodiversity; protection Conservation and Recovery of Marine of endangered species and conservation Life, aims to contribute to the preservation of ecosystems and fragile natural marine of marine ecosystems located along and land habitats, and waste prevention the Spanish coastline. To achieve this, and minimising waste production. The the programme sets out three areas of programme adopts a three pronged action, environmental education, rescue approach to achieving its mandate: and restoration of endangered marine • Spreading knowledge and raising life, and research into the current state of public awareness. marine ecosystems. Corporate Responsibility Report "la Caixa" 2008 102 Corporate Responsibility Report "la Caixa" 2008 103 3. Contribution to the welfare of society 3. Contribution to the welfare of society Programme for social re-integration immigrants, female victims of violence DurING thE COurSE Of ItS 10,000 through conservation of natural or any other group deemed suitable for NautICal MIlE vOyaGE, thE IBErO parks selection. vESSEl DrOPPED aNChOr IN 32 This programme was set up in SPaNISh POrtS aND hElPED EDuCatE 2005 and brings together two of the Although the initiative grew out of aND raISE PuBlIC aWarENESS aBOut Objectives set by Welfare Projects of an agreement with the Barcelona thE hazarDS faCING Our MarINE "la Caixa": on the one hand, it Council, Welfare Projects is currently ENvIrONMENt contributes to preservation of natural undertaking projects in nature reserves reserves located across the Iberian and parks across every autonomous The programme consists of three peninsula and islands. At the same region in Spain. separate projects: time, it promotes social re-integration of • The Vell Marí route: focused on the individuals at risk of marginalization. preservation of biodiversity of our seas through rescue operations The programme has ambitious aims and research concerning and strives to preserve woodland endangered species and marine habitats, increase fire prevention ecosystems. It also encompasses measures, safeguard open spaces, educational initiatives. conserve waterways and riverbanks, • The Íbero route: the Íbero is a restore neglected areas and improve vessel with a crew of 10 scientific access and signposting. experts who work at maintaining the quality of marine ecosystems. In order to do all this, Welfare Projects • Submarine acoustic map of the WElfarE PrOJECtS Of "la CaIxa" of "la Caixa" prioritises providing job Spanish coast: the Laboratory of GIvES PrIOrIty tO PrOvIDING JOB opportunities for groups at risk of, or Bioacoustic Applications (LAB for OPPOrtuNItIES fOr MarGINalIzED already affected by, social exclusion, its Spanish acronym), aboard the GrOuPS Or thOSE MOSt at rISk Of ostensibly by employing ex-prisoners, scientific vessels of the "la Caixa" SOCIal ExCluSION recovered drug addicts, unemployed Marine programme, has compiled the first acoustic map of the sea Investment of Welfare Projects of "la Caixa" around the Peninsula and has also 2006 2007 2008 (in EUR million) carried out a study into the effect of noise pollution on cetaceans which Social programmes 160 256 297 inhabit coastal waters. The study also serves as an excellent tool Educational programmes 19 23 32.6 for raising public awareness about the current status of noise pollution Cultural programmes 66 59 70.9 along the coast and its effects on marine ecosystems. Environmental and scientific programmes 58 61 64 Corporate Responsibility Report "la Caixa" 2008 104 Corporate Responsibility Report "la Caixa" 2008 105 3. Contribution to the welfare of society 3. Contribution to the welfare of society 3.3 Business alliance for Child vaccination developing countries. In fact, it is in developing countries. Moreover, estimated that of the 9.7 million it is a ground-breaking European children under five who die every initiative a represents and a significant year, 2.5 million deaths are the result step toward accomplishing Goal 4 of diseases which could have been of the United Nations Millennium prevented with adequate vaccines. Development Goals (MDGs): to reduce by two thirds the under-five mortality In 2008, "la Caixa" assumed a rate by 2015. pro-active role in this international initiative, by signing a collaborative agreement with the GAVI Global Alliance to coordinate a Spanish business alliance that work towards thE allIaNCE IS a GrOuND-BrEakING reducing infant mortality through the EurOPEaN INItIatIvE aND rEPrESENtS provision of adequate vaccination. a SIGNIfICaNt StEP tOWarD Increasingly high infant mortality subsequently developed to become The alliance of Spanish business aCCOMPlIShING GOal 4 Of thE uNItED rates are the scourge of the poorest one of the most ambitious child health leaders, headed by "la Caixa", has NatIONS MIllENNIuM DEvElOPMENt countries around the world but one initiatives. The founding principle of the consequently become the principal GOalS (MDGS): tO rEDuCE By tWO which vaccination programmes organisation was to facilitate access to global coalition, between public and thIrDS thE uNDEr-fIvE MOrtalIty can directly counter. In 2000, the new vaccines and reduce, to whatever private sectors, working together in the ratE By 2015 GAVI Alliance was set up and has extent possible, child mortality in fight to reduce infant mortality rates Objectives 2007 Initiatives 2008 Challenges 2009-2010 Business • Drawing on experience from various • Agreement signed with the GAVI • To reduce infant mortality alliance for international aid programmes, the International Alliance to spearhead rates in developing countries, Child vaccination need for an ambitious collaborative a Spanish business alliance that in accordance with Goal 4 of project was proposed to address contributes to reducing infant mortality the United Nations Millennium infant mortality among those living in through the provision of adequate Development Goals (MDGs) developing countries. vaccination. and, by 2015, meet targets of • Donation of EUR 4 million from a reduction by two thirds in the "la Caixa" to address the cause. mortality rate among under-5s. • To double the amount already donated by "la Caixa", to reach EUR 8 million. Corporate Responsibility Report "la Caixa" 2008 106 Corporate Responsibility Report "la Caixa" 2008 107 3. Contribution to the welfare of society 3. Contribution to the welfare of society Through this agreement, "la Caixa" reasserting the social commitment "la CaIxa" INvEStED Eur 4 is conducting an important public of "la Caixa" MIllION, MakING It a StratEGIC awareness campaign highlighting the The leadership shown by "la Caixa" COllaBOratOr WIth thE GavI issue. "la Caixa" also facilitates Spanish in coordinating this alliance in Spain allIaNCE aND thE lEaDING PrIvatE businesses to wishing to donate to reasserts the organisations commitment PartNEr IN EurOPE the GAVI Alliance by making donation to actively participate in the fight channels available across our extensive against conditions of extreme poverty branch network. Welfare Projects The GAVI Alliance is an especially in developing countries across Africa, of "la Caixa", undertake monitoring important initiative if we bear in mind Asia and Latin America. In turn, the of donations. Furthermore, the the fact that, since its foundation in Chairperson of the Vaccine Fund Organisation allocated EUR 4 million 2000, it has prevented an accumulative Board, Graça Machel, in publicly to the cause, making it a strategic 3 million deaths. The alliance includes recognising this involvement, singled thE COllaBOratION aGrEEMENt collaborator and the leading private governments of countries from the out "la Caixa" as a prestigious and BEtWEEN "la CaIxa" aND thE GavI partner in Europe. For the period 2009- industrialised and developing worlds, socially committed organisation. GlOBal allIaNCE, "IS a MaGNIfICENt 2010, "la Caixa" intends to increase this organizations like the WHO, UNICEF, ExaMPlE Of lEaDErShIP IN BuSINESS figure. and the World Bank Group. Other In practise, the agreement provides aND SOCIal rESPONSIBIlIty". Graça members include representatives Spanish companies, wishing to increase MaChEl, ChaIrPErSON Of thE GavI of vaccine development industries their activities that benefit social causes vaCCINE fuND BOarD in industrialised and developing with access to resources through countries, research and technical internationally prestigious organisations, fOr thE yEar 2009, "la CaIxa" PlaNS such as the GAVI Alliance. Since the In addition to the agreement with institutes, numerous non-governmental tO DOuBlE thIS fIGurE tO aChIEvE a initiation of the project in April 2008, up the GAVI Alliance, the International organizations and the Bill and Melinda tOtal Of Eur 8 MIllION to year-end, the business alliance led Cooperation Programme of Welfare Gates Foundation. by "la Caixa" boasted the collaboration Projects of "la Caixa" has collaborated of 93 companies from all across Spain, on over 371 projects in 58 countries, with donations of EUR 266,250. The donating in excess of EUR 44 million. "We are a real estate agents with social concerns. Our companies receive a distinctive sign to decision to join the business alliance was motivated by display and a diploma to certify their the social nature of the initiative, the involvement of commitment to the health initiative. "la Caixa" and the direct application of resources As well as channelling business in order to eliminate one of the principal causes contributions, "la Caixa" has facilitated of child mortality through preventative action. An donations from its own employees. initiative like the business alliance is an opportunity for companies like ours to act on our commitment to As of December 31, 2008, donations SINCE thE PrOJECt WaS aNNOuNCED, responsible social action." received from private individuals thE BuSINESS allIaNCE haS MaNaGED amounted to EUR 11,975, bringing tO attraCt 93 COMPaNIES frOM all José Luis Galindo, Manager of Veganarcea, S.A., the total amount donated to the GAVI OvEr SPaIN customers of branch 0334 - Montgat Alliance project to EUR 278,225. Corporate Responsibility Report "la Caixa" 2008 108 Corporate Responsibility Report "la Caixa" 2008 109 3. Contribution to the welfare of society 3. Contribution to the welfare of society 3.4 Innovation in financial services Objectives 2007 Initiatives 2008 Challenges 2009-2010 New • Introduce new improvements in • Introduction of SNC: Monitoring of activity in • Continue to introduce innovations developments IT applications to streamline our business channels. that improve the relationship with and applications relationship with customers and • A ground-breaking video call service to make our customers, providing them with provide added value through time and customer banking and other transactions more technological solutions to meet their money-saving measures designed to efficient and accessible. current and future needs. ultimately benefit all our customers. • Building commences on the new DPCs (Data • Develop IT systems and Processing Centres). architecture capable of supporting • Strategic agreement with IBM. the continued growth of "la Caixa" • Personalised portal for iPhone and iPod users. for years to come. • Enhancements to the "la Caixa" website to improve interactivity and usability. • New applications have been made available through the office terminal TF7, including the capacity to make calls or send text messages. The terminal is now available in every branch. • Digitise documents in GDS-CUSA and new IT applications for performing follow-up of customer files Security and • Maintain and improve security in line • Introduce elements regarding confidence • Continue to reinforce a secure transparency with industry standards as appropriate in, and information about security in Línea environment that safeguards to a leading financial services Abierta. customers' confidential data, institution, exceeding minimum legal • Improvement made in the Cassiopea security combating any IT security risks. requirements. project. • Continue to fight against money laundering to safeguard the stability of the financial system particularly during the current period of economic uncertainty. • Integrate the Cassiopea project with the Centre for Fraud Control • Training new groups of employees in data security and protection. • Progressive introduction of new enhancements and guarantees in the CaixaProtect service. Corporate Responsibility Report "la Caixa" 2008 110 Corporate Responsibility Report "la Caixa" 2008 111 3. Contribution to the welfare of society 3. Contribution to the welfare of society New developments and applications SNC: Strategic monitoring by will achieve energy savings, increase channel its data processing capacity, security To support the continual growth in strength, and sustainability, key pillars Starting point: Innovation has always been an important component in the transactions performed by customers supporting the continued expansion of character of "la Caixa". Our innovative approach enables us to transform ideas into through the ATMs and Línea Abierta, "la Caixa". The construction of these value for our customers so that we can continue to provide service excellence. "la Caixa" provides employees with DPCs entails an investment of EUR 200 an innovative tool known as SNC million and is due to be completed by Where we are: Investment in technology and innovation has been translated (Seguimiento de Negocio de Canales) December 2012. into a range of projects that share the goal of improving security in banking or (Monitoring business channels). This transactions, and promoting accessibility to services and customer advisory easy to use application is available via Ground-breaking video call service information. the Intranet and provides employees In order to meet customers real needs, with access to information regarding the last year, "la Caixa" bolstered the Where we want to get to: Continue to maintain our leadership role in innovation, percentage of transactions customers range of services available via mobile delivering new and improved services founded on our technological capabilities perform through these channels. In this communication channels with the and our strong team of professional staff. way, each branch can determine the addition of a ground-breaking service degree to which they can focus on other enabling banking transactions to be activities, such as advising customers conducted by video calls. The service As a leading financial institution, with IBM. The aim of the agreement and thereby providing them with added allows customers to carry out the same "la Caixa" is committed to offering its is to generate value for customers, value. transactions as they would using a customers a progressively more efficient employees and society in general, thanks conventional ATM, with the exception and attentive service. In technological to technological innovations delivered by DPCs: Platforms for growth of cash withdrawals, but instead by terms, this commitment translates into the new IT architecture that "la Caixa" In 2008 work began on building two using a third generation mobile phone a continuous endeavour to develop is currently developing. As a result of new DPC (Data Processing Centres). (3G). Thanks to this innovation, innovative technologies which, directly or this collaboration, the Institution will Thanks to these centres, the Institution customers can also access a list of their indirectly, contribute to achieving greater improve efficiencies in the day-to-day usability and security. The Strategic Plan management of technological resources 2007-2010 identified and outlined the thereby enabling the Institution to focus all main technological challenges facing the its attention on the priorities outlined in the organisation over this three-year period. Strategic Plan 2007-2010. As a result, in 2008 "la Caixa" Invested a total of EUR 103.838 million in technology, The IBM technology partnership prioritises from which EUR 6.99 million in R+D+i. sustainability, one of the corner stones The result has been the initiation of a of business development at "la Caixa". large number of IT projects of which the To achieve this, we will develop efficient following are particularly noteworthy: business application systems, improve the IT infrastructure and reduce energy Strategic agreement with IBM consumption and consumables, all of In 2008, "la Caixa" signed an which will yield significant reductions in IT infrastructure expansion contract associated costs. Corporate Responsibility Report "la Caixa" 2008 112 Corporate Responsibility Report "la Caixa" 2008 113 3. Contribution to the welfare of society 3. Contribution to the welfare of society Personalized portal for iPhone and yet more progress in this area. This "Our goal is to offer customers a simple way iPod new measure increases the level of of operating and one which is accessible via In 2008, with the goal of maintaining security for Internet browsing and the entire range of communication channels its leadership position as a provider protects work stations from viruses, available, we believe that in the not too distant of financial services through mobile trojans and infection from other forms of future, mobile phones will be one of the most phones,"la Caixa" became the first malicious code. This guarantees of an popular channels for consulting and carrying out institution to create a personalized IT infrastructure that is invulnerable to financial transactions, and as a result we are portal for the Apple iPhone and iPod fraudulent installations, data capturing striving to improve CaixaMóvil usability." touch, which includes the entire or unwarranted and unauthorized range of services currently available access. David Urbano Martín, Manager of mobile in Línea Abierta, the Institution's on- phone section of e-laCaixa. line banking service, and ServiCaixa. SMS activation of banking cards Furthermore, the service includes A new operating procedure for access to the "la Caixa" portal and activating customers banking cards most frequently used transactions in from their customers, improving the there are plans underway for a second through mobile phone SMS service has Línea Abierta. Among other services quality of the service provided. This phase development that includes new been introduced, thereby improving available, they can also check account technological improvement represents functions that take advantage of the access and providing an additional balances, control credit limits, and view the meeting of a challenge outlined touch screen interface: branch and alternative channel to the range credit card transactions. in the Strategic Plan 2007-2010, and ATM finder, Bolsa Abierta, LKXA, etc. currently existing. the technology has now been widely The system is similar to the one used implemented across the entire branch Second layer antivirus protection by ATMs. Customers who dial the network. Information security is a priority for service see a range of numbered "la Caixa", and as such it has been options available on their screens and New multi-device modular range for developing customised security IN 2008 "la CaIxa" BECaME thE they select the appropriate option by mobile phones systems for many years, constantly fIrSt fINaNCIal INStItutION tO uSE pressing the corresponding keys on Another technological improvement updating and adding new features. a PErSONalIzED POrtal fOr thE their mobile phones. introduced in 2008 was the multi- In 2008, the implementation of a aPPlE IPhONE aND IPOD tOuCh device modular range, a system which second layer antivirus security meant Cost reduction with voIP adapts the technological interface One of the most remarkable according to the kind of mobile phone technological projects of recent years connecting to it, whether it is WML is the implementation of VoIP systems. or HTML. In this way, the computer The system incorporates voice and data language used by "la Caixa" to traffic thereby generating substantial establish a mobile phone connection reduction in phone costs which in turn with customers will be compatible at benefits customers. The arrival of VoIP all times and consequently, customers has also brought with it the Virtual will be able to avail of an increased Telephone Exchange, which allows number of help tools from their very employees to receive calls directly own handset. Corporate Responsibility Report "la Caixa" 2008 114 Corporate Responsibility Report "la Caixa" 2008 115 3. Contribution to the welfare of society 3. Contribution to the welfare of society a friendlier, more interactive website thE SNC tOOl (MONItOrING BuSINESS thE vIDEO Call SErvICE, a In 2008, "la Caixa" went to great efforts to improve its corporate website with the aim vIa ChaNNElS) IS EaSy tO uSE vIa PIONEErING INItIatIvE IN thE SECtOr, of increasing interaction between the Institution and its customers and to emphasise thE INtraNEt. It PrOvIDES allOWS CuStOMErS tO aCCESS its vocation as a service provider. With these recent innovations, "la Caixa" moves INfOrMatION rEGarDING thE thEIr MOSt rEGular traNSaCtIONS one step closer to the Web 2.0 conceptual goal. In specific terms, three initiatives PErCENtaGE Of traNSaCtIONS IN líNEa aBIErta, SuCh aS BalaNCE were set in motion: CuStOMErS PErfOrM thrOuGh ChECkING aND vIEWING aCCOuNt EcoCaixa: a portal where information is provided about the activities the Institution líNEa aBIErta aND atMS StatEMENtS is involved in to improve environmental conservation efforts, activities customers can undertake and also those which can be carried out jointly. The portal allows users to subscribe to personalized information service via correspondence and already has over 1,250,000 customer subscriptions. One of the options available from this service is the ability to request that paper correspondence is no longer sent by post. real solutions: Real solutions: an interactive space where video plays an important role in demonstrating the benefits of many products and services available from "la Caixa" in areas such as banking cards, mobile phones or Internet. The website hosts first-hand accounts of several case studies in which the usefulness of some of the Institution's new products and services are demonstrated resolving particular issues. Personalized 'línea abierta': with this service the user can choose the design and layout of the graphic interface they prefer when viewing or consulting their financial information in Línea Abierta. The service offers the possibility of changing the header and menus by selecting different colours (blue, green, purple, orange) or a seasonal motif (spring, summer, autumn, winter). Corporate Responsibility Report "la Caixa" 2008 116 Corporate Responsibility Report "la Caixa" 2008 117 3. Contribution to the welfare of society 3. Contribution to the welfare of society Security and transparency importance of providing essential The outcome of all this effort is that the training for security personnel, which number of robberies per 100 branches includes instruction in respecting of "la Caixa" was the lowest for the Starting point: The technological commitment of "la Caixa" to heighten security and human rights in the course of carrying entire sector at just 1.2 in 2008 and also improve transparency with customers has been an ongoing effort for many decades. out ones specific duties. Consequently, in 2007. As an example of this, the Institution began the computerisation process in 1963 and all security personnel undergo a in 1979 installed its first ATM terminals. compulsory Security Personnel thE SECurIty MEaSurES aDOPtED Training Course. This course may be Where we are: The evolution of new technologies in the financial sector has By "la CaIxa" havE MaDE thE further supplemented by other training presented financial institutions with many challenges when it comes to guaranteeing INStItutION'S BraNChES SOME Of thE initiatives. Other employees also the security of transactions. "la Caixa" is very aware of these challenges and one of MOSt SECurE IN thE ENtIrE SPaNISh receive instruction in matters relating to the financial institutions which devotes more resources to the issue. BaNkING SECtOr. ONCE aGaIN thIS security and safety in the event of an yEar, "la CaIxa" IS thE fINaNCIal emergency situation. This, in particular, Where we want to get to: Continue to strengthen this commitment to innovation in INStItutION WIth thE lOWESt applies to employees who have been order to improve security and service for our customers. NuMBEr Of rOBBErIES PEr BraNCh nominated to take charge in the event IN thE ENtIrE SECtOr of an emergency. Security With this as its key principle, "la Caixa" Security is one of the cornerstones ensures that all its branches are on which the stability of a financial fully prepared to minimize the risk of 2006 2007 2008 institute rests. Adopting a leadership theft or robbery, and in many cases Nº of security personnel who have completed role, "la Caixa" has always been ardent these measures far exceed the legal the Security Personnel training Course or in guaranteeing the greatest levels requirements. Security measures similar courses which cover human rights 109 112 121 of security in customers' transactions are especially important if the branch elements relevant to their professional and ensuring safety and security in the is located in an area where the activity. employee workplace. risk is considered to be particularly high. Examples of standard security Overall number of robberies per 100 branches 1.4 1.2 1,2 Moreover, in the current economic measures in "la Caixa" branches of "la Caixa". climate characterized by include the following: competitiveness and globalisation, Overall number of robberies per 100 branches 1.5 1.4 1.5 technological development implies • Digital video recording equipment. of the principal banks and savings banks. creating business models capable • Separate security access point. of adapting to the ever changing • Automatic cash dispensing and Percentage of branches with digital video 55% 59% 76,3% technological channels. For this recycling machines or individual recording reason, safeguarding business data, security controls via metal detectors. our customers and the employees who Percentage of branches with automatic cash 100% 100% 100% work for "la Caixa" is not only a legal In addition to these measures, the dispensing / recycling machines requirement but also a moral obligation. Institution is acutely aware of the Corporate Responsibility Report "la Caixa" 2008 118 Corporate Responsibility Report "la Caixa" 2008 119 3. Contribution to the welfare of society 3. Contribution to the welfare of society purchases, cash withdrawals, credit "la CaIxa" IS aCutEly aWarE Of thE card use or transfers made from IMPOrtaNCE Of PrOvIDING ESSENtIal either Línea Abierta or ATMs. traINING fOr SECurIty PErSONNEl, WhICh BEGINS WIth rESPECtING Over this past year, "la Caixa" huMaN rIGhtS WhEN CarryING Out introduced several new elements thEIr SPECIfIC DutIES which raise customer awareness and communicate to them a greater degree of information about the Protection against fraud Institution's security policy. For Fraud prevention is a priority at example, the size of the 'padlock' "la Caixa" in terms of security in icon when accessing Línea Abierta customer transactions. Within this has been increased and the 'Secure field, two projects in particular were server sign-in' was introduced. Also significantly revised and improved in a specific section devoted to security 2008: the CaixaProtect and Cassiopea has been added, the ISO 27001:2005 projects. security standard was published online, with links to a special security Project CaixaProtect information page. Project Cassiopea "la CaIxa" IS CurrENtly WOrkING This free service is ground-breaking Another security project initiated in ON a PIlOt PrOGraMME tO in Spain. It has been in operation CaixaProtect covers one reported 2007 for monitoring and tracking global IMPrOvE atM SECurIty. thE since 2006 and guarantees protection theft, loss or fraud for each twelve fraudulent activity. It enables advance BIOMEtrIC SECurIty PrOGraMME against all class of fraudulent month period, with a maximum cover detection of fraudulent credit card IS CallED 'PalMSECurE', transaction that are not performed of EUR 10,000. "la Caixa" checks transactions regardless of channel aND ENaBlES SCaNNING aND by the titleholder. The CaixaProtect cases of customer identity theft and and blocks the card in the event that it authENtICatION Of thE PattErN service activates a series of mobile fraudulent transactions and verifies has been stolen. In 2007, the service Of vEINS ON EaCh INDIvIDual'S phone alerts for transactions where whether the lost or stolen card was implemented for Línea Abierta PalM. thE SyStEM OvErCOMES the amount is high, whether from reported has in effect been used. and retail outlets. In 2008, functional IMPErfECtIONS ENCOuNtErED IN improvements were introduced in PrEvIOuS BIOMEtrIC SyStEMS, applications in order to enhance SuCh aS fINGErPrINtING aND IrIS usability and accessibility based on rECOGNItION users' feedback and suggestions. Furthermore, an alert system was activated to deal with 'hot cards' –those suspected of fraud–.It is anticipated that next year Cassiopea will integrate with the Fraud Management Centre, and that all available information of fraud from various channels will be pooled. Corporate Responsibility Report "la Caixa" 2008 120 Corporate Responsibility Report "la Caixa" 2008 121 3. Contribution to the welfare of society 3. Contribution to the welfare of society transparency During 2008, there were 26 employees respecting privacy and Furthermore, "la Caixa" maintains As part of its commitment to working in the prevention of money confidential data a register of all files that contain honesty and legislative compliance, laundering area (one more than the "la Caixa" employs strict control personal data with the General "la Caixa" is proactive when it comes previous year), and 9 people whose measures in the use of every Registry of Data Protection and to transparency an attitude which is exclusive task is focused on this customer's data as well as ensure also has a mandatory security expressed through several initiatives: activity. that their privacy is respected. Apart document which must be from enforcing rigorous adherence completed by all staff members Money laundering Prevention and Specialized training to legal requirements, the Institution with access to sensitive personal anti-corruption Policy In order to raise awareness and has implemented a series of internal data. Money laundering affects financial provide staff with the required means measures which guarantee the systems globally causing damage to to respond to cases of evident illegality utmost privacy in our relationship During 2008, "la Caixa" was the reputation of financial institutions that constitute corruption and a criminal with customers. To meet this fined on three occasions for and weakening their relationship with act, all employees of the Regional objective, training is provided for new non-compliance with regulations intermediaries, regulators and the Network can, since 2000, access employees and informative events governing customer privacy general public. a course in prevention of money and specialised training are organised incurring EUR 96,101.21 in total laundering through the corporate for the entire staff. fines. The Spanish Law 19/93 pursuant Intranet site. In 2008, all 23,500 to Movement of Capital and Money employees of the commercial network Laundering Prevention Measures received on-site training. establishes that any party subject to these requirements must have a transactions detected and clear and explicit policy regarding investigated the conditions for accepting and In 2008, the Prevention of Money recognising customers. These policies Laundering Task Force (UOPBC as assist in safeguarding the reputation per the Spanish acronym) investigated of financial institutions and the integrity a total of 867 suspect transactions, of banking systems, by reducing the and identified 65 cases thanks to the probability that they become vehicles "la Caixa" early warning system. 105 for or victims of financial crime. of these transactions were referred to the Bank of Spain's Executive Service. In answer to this, "la Caixa" has adopted specific measures to thE INStItutION haS rEGularly enable customers' identification and PartICIPatED IN INtErNatIONal recognition including, establishing INItIatIvES fOCuSED ON MONItOrING internal control systems, training MONEy lauNDErING, PrOvIDING and provision for employees in WhatEvEr rESOurCES arE rEquIrED these compulsory requirements and IN COOPEratION WIth thE COMPEtENt cooperating to the maximum degree authOrItIES with the authorities. Corporate Responsibility Report "la Caixa" 2008 122 Corporate Responsibility Report "la Caixa" 2008 123 3. Contribution to the welfare of society 3. Contribution to the welfare of society Ethics and advertising Information In the 2008 financial year, "la Caixa" the Institution in the media transparency received one fine for non-compliance in One of the most solid commitments regard to advertising material or product Press conferences • 4 business press conferences "la Caixa" has made in its dealings information for EUR 3,000. • 19 corporate / institutional press 23 with customers concerns advertising, conferences which must be clear and transparent. the relationship with the media Strict adherence to legislation in force As would be expected of a leading Press releases • 35 business press releases and its own internal code means financial institution, the relationship • 45 corporate / institutional press 80 that the publicity information is never between "la Caixa" and the media is releases ambiguous, false or misleading. In fact, grounded in transparency of information "la Caixa" is a member of the Spanish and credibility. The institution has a Interviews • 20 interviews with management Advertising Self-regulation Organization communications department whose • 7 interviews with regional management 28 (AUTOCONTROL as per the Spanish responsibility it is to maintain an open • 1 interview with other manager acronym), whose principles are based and personal relationship with members on veracity, honesty, legality, and loyalty of the press. This department is in in all matters of advertising. charge of preparing press releases and Chairs 18 when appropriate, organising press conferences. In 2008, the department issued 80 press releases and held 23 press conferences. StrICt aDhErENCE tO lEGISlatION In order to facilitate their work, "la Caixa" IN fOrCE aND ItS OWN INtErNal has a specific section accessible CODE, MEaNS that aDvErtISING Or only to journalists on the website PrODuCt INfOrMatION frOM (www.prensacaixa.com). Here they can "la CaIxa" IS NEvEr aMBIGuOuS, access the latest press release, as well as falSE Or MISlEaDING figures, data and an image gallery. Corporate Responsibility Report "la Caixa" 2008 124 Corporate Responsibility Report "la Caixa" 2008 125 3. Contribution to the welfare of society 3. Contribution to the welfare of society 3.5 Customer, employee and supplier satisfaction Objectives 2007 Initiatives 2008 Challenges 2009-2010 Customer • Reduce the number of customer • New customer satisfaction • Maintain or improve the level of satisfaction complaints, in line with complaint questionnaire focusing on advice and customer satisfaction despite the related objectives set out in the personalized care. current uncertain economic situation. Strategic Plan 2007-2010. • Reduce average response time for • Reduce number of complaints dealing with complaints from 7 to 5 received by Customer Care as in days for letters and from 3 to 2 days accordance with objectives of the for calls. Strategic Plan 2007-2010. • Creation of the quality department in GDS-CUSA. Internal customer • Through the use of internal • 63% of branch employees participated • Continue to improve internal customer satisfaction satisfaction surveys, identify concerns in the internal supplier satisfaction satisfaction levels. and seek to improve the work surveys. environment for employees and • On average branches awarded collaborators of "la Caixa". internal suppliers a 7 out of 10 score. Corporate Responsibility Report "la Caixa" 2008 126 Corporate Responsibility Report "la Caixa" 2008 127 3. Contribution to the welfare of society 3. Contribution to the welfare of society Internal and external customer satisfaction Starting point: The pedigree of "la Caixa" is founded on customer service excellence and professionality. Where we are: At "la Caixa", customers opinions are valued as a means to help us improve the level of customer satisfaction. We gather these opinions using a comprehensive range of tools and communication channels thereby ensuring we receive feedback from customers first-hand and learn of their experiences and requirements while meeting their service needs. Where we want to get to: "la Caixa" strives to continually improve service quality in order to strengthen the relatioship with its customers. Customer satisfaction, regardless of conducted to gather their assessments whether the client is a corporate body or of "la Caixa" and the financial products private individual, is the primary objective and services we offer. At the same of "la Caixa", and the core focus of its time, customers are encouraged efforts and attention. At a time of great to share their needs, concerns and economic flux, where the predominant complaints. These surveys are the greatest platform on the Intranet and locate the feeling is one of uncertainty and where means by which we assess the application they require. the competition has become much Assessments are benchmarked development over time of those factors greater, it is fundamentally important against the Personal Service Index of key importance to the customers' listening to customers' opinions to have a clear strategy for retaining (PSI), an indicator that enables service relationship with the Institution. At "la Caixa" every complaint or comment customer loyalty. The Institutions strategy improvements to be implemented. is welcomed and seen as an opportunity is to continue to demand more of itself Apart from this indicator, "la Caixa" also Improving quality for improving customer satisfaction with and develop new approaches focused performs a follow up survey to gauge On the understanding that training is one our services. Complaints are thus subject on achieving service excellence, and to corporate customer satisfaction. of the corner stones of any successful to constant management by the most meet and exceed customer satisfaction organization, "la Caixa" initiated its appropriately qualified member of staff, within an environment of trust, openness In fact, in 2008 an additional customer programme for improving service quality. from the moment they are received to the and efficiency. satisfaction questionnaire was The programme known as COR (Result moment they have been addressed; this introduced, one that focusing principally Oriented Quality), is one designed to is achieved within the shortest possible quality Indicators on customer care and advisory assist employees in achieving greater timeframe. Customer feedback is one of the most issues. Also, the new statistical model efficiencies when addressing day-to-day important tools in striving for service demonstrates significant improvements operational issues while strengthening The Institution's efficient management excellence. To this effect, regular and design enhancements to the the employees' commercial know-how. in this area is also reflected by the Bank qualitative and quantitive surveys are previous model. Employees can access the Virtaula of Spain's Complaints Report, which Corporate Responsibility Report "la Caixa" 2008 128 Corporate Responsibility Report "la Caixa" 2008 129 3. Contribution to the welfare of society 3. Contribution to the welfare of society identifies "la Caixa" as the financial In addition to the aforementioned Individual customer average satisfaction ratings institution with the least number of internal channels, customers of complaints received in proportion to its "la Caixa" may also take their INDIvIDual CuStOMEr avEraGE COrPOratE CuStOMEr avEraGE volume of business. complaint to the Catalan Saving SatISfaCtION ratING SatISfaCtION ratING Banks Customer Ombudsman, The "la Caixa" Customer Care Centre a service that the Institution 8.6 8.6 provides clients with several channels voluntarily supports and encourages 8.5 for open and efficient communication customers, as appropriate, to use. 8.3 8.2 of complaints or comments. Channels Compliance with a determination available include, a dedicated e-mail from the Ombudsman is a mandatory address, the freephone Customer Care requirement for the savings banks but 06 07 08 06 07 08 number (900 32 32 32), or indeed a letter not for the customer, thereby making addressed to the President of "la Caixa" the Ombudsman a valuable tool for atMS ENClOSurE SatISfaCtION atMS SatISfaCtION ratING (a service available at any branch). The customers and an excellent way for ratING Customer Care Centre received 19,362 "la Caixa" to further demonstrate complaints in 2008. its dedication to service and 8.7 8.7 transparency. 8.5 It is noteworthy that "la Caixa" pledges 8.2 to resolve written complaints within 7 In 2008, a total of 926 complaints 7.9 8 days and within 4 days if the complaint were received by the Customer is made by telephone. In 2008, the Ombudsman, of which 201 were average response times were: 2 days resolved in favour of the claimant and 06 07 08 06 07 08 for telephone complaints and 5.7 days 404 in favour of the Institution. The for written complaints demonstrating the remaining complaints were deemed líNEa aBIErta SatISfaCtION ratING CuStOMEr SatISfaCtION. Institution's complete compliance with this inappropriate or remain pending DIStrIButION By % ratING 8.7 commitment. resolution. 8.6 8.4 24.39% 44.6% 06 07 08 5.36% 25.66% Ratings up to 6 Ratings from 8 to 9 Overall number of surveys carried out: 247,919 Ratings from 6 to 8 Ratings above 9 Corporate Responsibility Report "la Caixa" 2008 130 Corporate Responsibility Report "la Caixa" 2008 131 3. Contribution to the welfare of society 3. Contribution to the welfare of society avEraGE SatISfaCtION ratING avEraGE SatISfaCtION ratING average complaint response in days rESult - ChaNNElS- (SCalE 0 - 10) rESult - BraNChES- (SCalE 0 - 10) 8.7 8.7 Complaints by letter 5.7 8.5 Complaints by telephone 2 8.2 Complaints by e-mail 0 atMs atMs línea Branches enclosure abierta Customer Care Service and Customer Ombudsman of "la Caixa" 926 Settled in favour of "la Caixa" 404 Settled in favour of customer 201 Improper 101 Customer withdraw complaint 33 CuStOMEr SuGGEStIONS aND COMPlaINtS Or ClaIMS rECEIvED PEr COMPlaINtS CatEGOry Pending resolution 19,362 186 858 (4.4%) 804 (4.2%) Referred to CCS 1 1,288 (6.7%) 2,701 (14%) 706 (3.7%) 4,494 IN 2008 aN aDDItIONal CuStOMEr aCCOrDING tO thE BaNk Of SPaIN, 2,910 SatISfaCtION quEStIONNaIrE WaS "la CaIxa" IS thE fINaNCIal (15%) INtrODuCED, fOCuSING MaINly ON INStItutION WIth thE lEaSt NuMBEr Of 160 3,821 CuStOMEr CarE aND aDvISOry COMPlaINtS rECEIvED IN PrOPOrtION (19.8%) Congratulatory Comments or Complaints or ISSuES tO ItS vOluME Of BuSINESS 3,006 suggestions grievances (15.5%) 3,268 (16.8%) "In my opinion, the main strength of "la Caixa" is COMPlaINtS Or GrIEvaNCES rECEIvED PEr ChaNNEl the service it offers, which is excellent, both for my 8,086 business and for my personal finances. On top of Mortgages ATMs 7,133 that, I really value their efficiency and capacity to Customer care Branch facilities provide soloutions and offer new products." Banking card operation Savings, demand and 4,143 Operations deposit accounts Insurance Mr. Francisco José Martínez Quesada, Others customer, Manager of INTERSPORT, Complaints or claims received per branch 2471-Gran Vía Colón (Granada). By letter By telephone By e-mail category: 19,362 Corporate Responsibility Report "la Caixa" 2008 132 Corporate Responsibility Report "la Caixa" 2008 133 3. Contribution to the welfare of society 3. Contribution to the welfare of society Internal customer satisfaction Employees are requested to rate 3.6 Commitment to the environment Before a branch can achieve, maintain the different aspects of their work and exceed the excellent level of environment, considering up to 62 service "la Caixa" offers its customers, it different service aspects. This outcome "la Caixa" takes its commitment to the regularly reviewed and revised by its must initially achieve the greatest level is then used to compile an overall environment seriously and shares this Head Offices and across the Catalonia of satisfaction with the service provided assessment rating for the general commitment with employees, customers, regional branch network. The second by internal suppliers. satisfaction of employees at "la Caixa". suppliers and society in general by noteworthy initiative is the commitment In 2008, the average rating derived from means of its business-wide integrated to adherence to the United Nations To fulfil this particular objective, the the surveys was 7 out of a possible 10. environmental management policy. The Environment Programme for the financial entire branch network completes policy governs all projects, services and sector. In addition, "la Caixa" provides quarterly satisfaction surveys. The different employee surveys products, including those of the Welfare support and financing for environmental "la Caixa" performs are part of a Projects. protection enterprises and organizes These surveys have a high response wider initiative and include similar and awareness raising activities among its rate and in 2008, the percentage rate of complimentary strategies, such as This commitment reaches much deeper stakeholders. Furthermore, the Institution participation was 63% of all branches. the corporate Intranet site. This tool than the existing legal framework. organizes several activities focused on Following these surveys, new proposals gives employees access to essential "la Caixa" has developed a global the promotion and conservation of nature and suggestions for improvements to information resources, and provides environmental management system through its Welfare Projects. Finally, in the employee work environment are a means to capture suggestions or and uses it to perform audits (internal, 2007,"la Caixa" adopted the principles of presented. complaints. external and EMAS, Eco-Management the financial industry benchmark known and Audit Scheme). This system is as The Equator Principles. Branch network satisfaction survey Average branch response rate 63% Overall number of suggestions for improvement received 1,436 Average branch satisfaction rating with services received 7 (on a scale of 0 - 10) IN 2008, 63% Of thE ENtIrE BraNCh NEtWOrk tOOk Part IN thE SurvEyS tO ratE thEIr SatISfaCtION WIth INtErNal SuPPlIErS Corporate Responsibility Report "la Caixa" 2008 134 Corporate Responsibility Report "la Caixa" 2008 135 3. Contribution to the welfare of society 3. Contribution to the welfare of society Environmental management, a commitment of "la Caixa" For a successive year, sustainability and thE ENvIrONMENtal MaNaGEMENt the environment are central to employee SyStEM at "la CaIxa" IS CErtIfIED training programmes. aCCOrDING tO ISO 14001 aND Starting point: By adopting The Equator Principles in 2007 and integrating EurOPEaN rEGulatION 761/2001 these initiatives into its financial activity, "la Caixa" redoubles its environmental In 2008, Virtaula (a virtual training centre) (EMaS), BOth Of WhICh WErE commitment. again organized an environmental rENEWED IN 2008 awareness training course especially Where we are: "la Caixa" has extended its environmental management policy designed for new members of staff. to encompass all its stakeholders: employees, customers, suppliers and Furthermore, 1,973 workers attended the society. "ISO 14001 Environmental Management SOME Of thE OthEr INItIatIvES that System" course, which represents a rECEIvED POSItIvE rECOGNItION frOM Where we want to get to: Become a benchmark Institution in terms of policies total of 29,685 man-hours. At e-la Caixa, CuStOMErS aND EMPlOyEES INCluDE, to reduce any negative impact of financial activity on the environment. a subsidiary company, 66 workers rEDuCING thE vOluME Of PrINtED received training on Environmental DOCuMENtS aND, thE INCluSION Of Awareness, with a total amount of 53 ECOlOGICal INfOrMatION IN all training hours. E-MaIlS aND ON atM SCrEENS Environmental policy at "la Caixa" is The environmental management the responsibility of the Environment Finally, it is also worth pointing out activities of "la Caixa" are in Committee, whose objective is to the reductions achieved last year in accordance with the principles 'Green' suggestions box ensure that all financial activity and consumption of paper, energy, and in established under: One of the most successful concepts support processes meet environmental other consumables, made possible • The environmental management since its introduction has been the friendliness criteria, and to promote through active employee participation. and audit scheme, ISO 14001 and ideas and suggestions box. Here and encourage the participation of 74 proposals for improvements in energy European Regulation 761/2001 employees can express and share every member of the "la Caixa" team efficiency and paper-based recycling (EMAS). their environmental viewpoints. in achieving the environmental policy were received from the corporate • The United Nations Environment Following an Environmental objectives. network. Some of the other initiatives Programme for the financial sector. Committee review, the most • The Equator Principles, adopted by that received positive recognition appropriate proposals are selected Environmental policy at "la Caixa" is from customers and employees the Institution in 2007. for implementation. In 2008, founded on European and international include, reducing the volume of printed "la Caixa" employees suggested regulatory framework specifications documents and, the inclusion of 74 environmental initiatives. that guarantee quality in environmental Furthermore, in 2006 the organization ecological information in all e-mails and management policy. Since 2003, the secured Ecolabel, an environmental on ATM screens. ISO 14001 international standard and quality standard for its Catalan branch the European Regulation 761/2001 network as a vehicle for ensuring (EMAS) drive environmental regulatory our environmental commitments are 74 PrOPOSalS fOr IMPrOvEMENtS IN compliance at "la Caixa". adopted in all branches. ENErGy EffICIENCy aND PaPEr-BaSED rECyClING WErE rECEIvED frOM EMPlOyEES thrOuGh thE COrPOratE NEtWOrk Corporate Responsibility Report "la Caixa" 2008 136 Corporate Responsibility Report "la Caixa" 2008 137 3. Contribution to the welfare of society 3. Contribution to the welfare of society The Institution pledges to, year- identifying application systems and Paper a SuBSIDIary Of "la CaIxa", on-year, and to whatever extent usage-patterns that can be made Paper is the product that generates the vIvIENDa aSEquIBlE uNDErtakES is possible, reduce adverse more energy-efficient or operate on a most significant volumes of waste at all ItS CONStruCtION environmental impact. Optimising the lower level of energy consumption. "la Caixa" facilities. In 2006 "la Caixa" PrOJECtS IN aCCOrDaNCE WIth use of consumable resources in all introduced an ambitious policy to SuStaINaBIlIty CrItErIa. IN 2008, of the Institution's facilities was a key "la Caixa" has subsequently reduce paper consumption and strives thE COMPaNy IMPlEMENtED challenge in 2008. introduced new lighting procedures at all levels to avoid printing documents INNOvatIvE ENvIrONMENtal aND and implemented energy saving unless otherwise essential. ENErGy-EffICIENt PraCtICES IN One of the objectives earmarked for configurations in key systems. CONStruCtING a SuStaINaBlE 2009 is that of reducing CO² emissions These measures have reduced Thanks to the use of recycled paper for hOuSING DEvElOPMENt PrOJECt IN by 11,000 tons: effect a 10% reduction lighting usage in areas infrequently documents like business cards, folders, GIrONa. thE lEarNINGS frOM thE in paper consumption, increase the used by personnel, such as toilets, files, etc., application of the policy has PrOJECt arE NOW INCOrPOratED amount of recycled paper used from archives and basement areas. In meant that now 60% of all paper used is INtO all BuIlDING DEvElOPMENtS 64% to 90%, and reduce electricity 2008, the Committee introduced recycled. The Environment Committee INItIatED SINCE quartEr tWO Of consumption by 12%. several simple measures, such as implemented other basic paper saving 2008. thE SuStaINaBIlIty CrItErIa nightly shut-downs of non-operational techniques, namely promoting the aSSurE thE aPPlICatION Of ECO- Branches and building projects hardware (monitors, printers, use of double-sided printing and EffICIENt aND SuStaINaBlE DESIGNS. Following a Life-Cycle Assessment calculators, etc.) and, largely due to recommending the choice of draft quality thESE CrItErIa MEEt aND ExCEED (LCA) of its branches, "la Caixa" was employee cooperation, these have printing rather than normal. Furthermore, thE BaSIC lEGal COMPlIaNCE lEvElS able to identify areas of improvement yielded substantial energy efficiency the provision of recycled paper in all Of thE ECO-EffICIENCy DECrEE aND related to the construction materials improvements. branches as the first printing option has PrOMOtE thE aDvaNCEMENtS IN thE and components used. The been crucial to meeting the objective: uSE Of BuIlDING MatErIalS WIth implementation of these improvements Diesel Oil that 60% of paper used originates from SuStaINaBIlIty CrEDENtIalS has significantly reduced building- Diesel oil is only used by emergency recycled sources. related environmental impact and energy-generating equipment. In generated significant construction and 2008, consumption was limited to Principal measures introduced in maintenance cost savings. 49.5 hours of essential maintenance 2008: checks and 9 hours as a result of As part of the project to functionally power surges and power cuts. • Reduced the illumination of outdoor adapt branches in line with the branch signs from 24 to 7 hours. new development model, a total of Water • Reduced time elapsed before 100 branches have been refitted to A year after the introduction of water monitors automatically switch to minimise their environmental impact. conservation measures such as energy-saving mode from 60 to 15 reducing pressure and capacity of minutes. Electric power water supplied by automatic taps and • Advisory stickers on all thermostats A comprehensive review and analysis replacing decorative fountains with recommending optimal of energy consumption by IT systems green areas, "la Caixa" continues to temperature settings: 20° C in and lighting facilities, has been invest in determining how to further winter and 25° C in summer. undertaken with the objective of ameliorate water conversation. Corporate Responsibility Report "la Caixa" 2008 138 Corporate Responsibility Report "la Caixa" 2008 139 3. Contribution to the welfare of society 3. Contribution to the welfare of society Indicators of direct environmental impact 2006**** 2007**** 2008 Electric power (GJ) Conversion factor: GJ per kwh: 0.0036. Source: GrI technical Protocols Total electricity consumption 90,701.90 95,132.7 760.914 * Total electricity consumption per employee 55.17 57.83 29.20 * % electricity cost savings +6.2% +4.8% -49%* fuel-oil (GJ) Conversion factor: GJ per gallon fuel-oil (3.78 litres): 0.138. Source: GrI technical Protocols Total diesel-oil consumption 3,023 6,770 5,503 ** Total diesel-oil consumption per employee 2.02 4.54 3.47** CO² (t) Conversion factor: gr of CO² per kwh. average emission factor for Spanish electric power sector (2008) Emissions CO² per fuel-oil consumption (t) 224 501 407.22* Emissions CO² per electricity consumption (t) 9,837 10,398 73,112.94* Total tons CO² 10,060 10,889 73,520.16* Water (m3) Total water consumption 75,036 76,036 75,808*** * Data for "la Caixa" and its subsidiary companies Water consumption per employee 45.64 46.56 37.88*** (e-la Caixa, Sumasa, Silk, Vivienda Asequible, Servihabitat, Caixa Capital Risc, PromoCaixa, Variation in water consumption +33.6 +1.3% -18% GDS-Cusa and MicroBank). ** Data for "la Caixa" Head Office. Paper (kg) *** Data for "la Caixa" Head Office, Caixa Capital Risc, Silk, Sumasa and Servihabitat **** In reference to the Electric Power and Water, Total paper consumption 120,912 115,868 1,992.412* the table includes data for "la Caixa" Head Office and Sumasa. The Paper data of 2006 refers to Paper consumption per employee 72.45 65.38 76.46* "la Caixa" Head Office, Sumasa and Vivienda Asequible and the data of 2007 refers to "la Caixa" Percentage recycled paper of total consumption 42% 40% 64%* Head Office, Sumasa, Vivienda Asequible and Servihabitat. Corporate Responsibility Report "la Caixa" 2008 140 Corporate Responsibility Report "la Caixa" 2008 141 3. Contribution to the welfare of society 3. Contribution to the welfare of society Indirect energy consumption. Breakdown analysis by primary energy type Project Paperless consumed (GJ) In 2008, "la Caixa" completed the core project of their 'Paperless campaign'. Conversion factor: GJ per kwh: 0.0036. Source: GrI technical Protocols Started in 2007, the aim of the project was to provide every branch of "la Caixa" with a multi-function printer which, besides printing, also performs photocopying, 2006 2007* 2008* fax, and high capacity scanning operations. This measure has substantially Biomass 2,092 2,194 17,579 reduced paper use by replacing paper documents kept on file with information in digital format. Coal 117,330 123,092 986,120 Most significant saving measures implemented at "la Caixa" Natural gas 4,172 4,377 35,067 • In 2008 the volume of printed communications was reduced by over 58 million hydraulic 13,782 14,459 115,832 items due to the replacement of traditional postal delivery with electronic document transmission means such as e-mail. Nuclear 111,175 116,634 934,385 • 'Document bundling' introduced for postal delivery items. The new (Recibo Único) system ensures multiple items, statements and/or documents etc., are posted Oil 24,683 25,895 207,454 collectively rather than individually. • 'Digital capture of contracts, documents, signatures, etc., this has also simplified Wind 1,721 1,806 14,466 the archival, consultation and transmission processes. * Nota: In 2007 data is given for the "la Caixa" Headquarters and Sumasa. • 'Installation of electronic panels in the branches across Spain, to reduce the ** Nota: Unlike previous years, in 2008 data is provided for "la Caixa" and its subsidiaries. requirement for printed brochures. Waste collected subject to regulatory specifications • 'Christmas greetings sent online. • 'If users request a particular item, which is available in a recycled version, priority 2006* 2007* 2008* is given to delivery of the recycled article. total toner cartridges (units) 3,986 4,054 4,546 total chemical product containers (kg) 647 682 351 action taken by Sumasa in 2008: total fluorescent tubes (kg) 720 820 998 • All paper used in printing operations is recycled. • An increase in the volume of business cards printed using recycled materials. total paper and cardboard (kg) N/D N/D 184,038 • PVC casings have been replaced with less environmentally contaminating materials, such as polypropylene. total batteries (kg) 360 312 574 • Reduction in the number of hours signs at head office and branches are illuminated. total plastic (kg) 51,380 N/D 1,842 • Automated shut down of computers and other equipment. * Data from "la Caixa" Headquarters. • Minimise use of lighting at head office and branches outside working hours. ** For the total number of toner cartridges, data is given for "la Caixa" Headquarters, Caixa Capital Risc, e-la Caixa, PromoCaixa, Sumasa and Servihabitat. The figure for chemical product containers and batteries is comprised of data for "la Caixa" Headquarters. Data for fluorescent tubes is from "la Caixa" Headquarters and e-la Caixa. The overall figure Challenges facing Sumasa in 2009: for paper and cardboard is comprised of data for "la Caixa" Headquarters, Caixa Capital Risc, e-la Caixa, GDS-Cusa, • To reduce the number of bank booklet models in use: from 30 to 7. PromoCaixa, Sumasa, Servihabitat and Vivienda Asequible. The figure for plastic is comprised of data for "la Caixa" • Single universal cover design for chequebooks. Headquarters and e-la Caixa. Corporate Responsibility Report "la Caixa" 2008 142 Corporate Responsibility Report "la Caixa" 2008 143 3. Contribution to the welfare of society 3. Contribution to the welfare of society Waste management IN all OPEratIONS "la CaIxa" At "la Caixa", an internal regulatory "One of our regular customers made a PurSuES aN aMBItIOuS POlICy tO system ensures optimal waste comment one day about how they would like rEDuCE PaPEr CONSuMPtION aND management, in compliance with legal to be able to see their account balance on the avOID PrINtING DOCuMENtS uNlESS requirements. Although the volume of ATM screen while performing a transaction OthErWISE ESSENtIal waste is insignificant in comparison without actually having to print out a receipt. I with other industry sectors, the debris, thought the idea was a great way to save on plastic fragments, glass or disused office paper while doing our bit for the environment, "la Caixa" and its subsidiary furniture are all sent for recycling. All so I made a suggestion and it was adopted". companies have extended their waste containing hazardous materials commitment to the environment to like, batteries, fluorescent tubes, chemical Rafael Morey Gelabert, GSF branch include all subsidiaries. Sumasa is product containers or packaging are representative 2429-Sa Coma. an example of an industry-leading recycled through special bins and companiy, who, in direct collaboration collected on a regular basis by authorised with "la Caixa", has implemented waste management companies. Emissions figure for CO² emissions was 73,520.16 a series of measures designed to Employees at Head Office also participate Again this year, "la Caixa" follows the tons, 73,112.94 of which correspond reduce the environmental impact of in waste management by using the Puntos Kyoto Protocol guidelines in undertaking to emissions from electric power their activities. Verdes waste drop-off stations. commitments to reduce CO² emissions. consumption and a further 407.22 Emissions are a result of day-to-day arising from diesel fuel oil consumed. In operations, air-conditioning, heating 2008, "la Caixa" consolidated initiatives premises, travel, and running turbines and it introduced in 2007, and that have generators in emergency situations. reduced the level of atmospheric emissions. In 2008, there was a 24% Since 2007, "la Caixa" has reduced reduction in the figure for kilometres the volume of atmospheric emissions travelled by employees (19.4 million through a range of initiatives that target in 2008), thanks to internal promotion the aforementioned operational causes. of alternative travelling methods. The These initiatives were further consolidated reduction in the number of corporate trips in 2008. A diminution in corporate travel has enabled a reduction of 2,473.5 tons correlated to a reduction of 755 tons of of CO² emissions, in other words, 755 CO² emissions. In 2008, corporate travel tons less than the previous financial year. dropped to 19.4 million kilometres, a 24% reduction on 2007 largely due to choosing Sustainable travel alternative communication options. In 2008, "la Caixa" prepared a mobility survey for Head Office In 2008, "la Caixa" consolidated employees to learn about travel initiatives it introduced in 2007, and that distribution, commuting habits, and have reduced the level of atmospheric types of transport. emissions. Throughout 2008, the total Corporate Responsibility Report "la Caixa" 2008 144 Corporate Responsibility Report "la Caixa" 2008 145 3. Contribution to the welfare of society 3. Contribution to the welfare of society requirements for suppliers SuPPlIErS arE OBlIGED tO aDOPt thE In 2005, the Institution became a signatory of the United Nations Global ENvIrONMENtal PrINCIPlES DEfINED Compact, and has extended the scope IN thE "la CaIxa" ENvIrONMENtal Starting point: To promote our commitment to sustainable development of this commitment to include suppliers. POlICy among our suppliers and partners in the value-added of financial activity. In 2007, GDS-CUSA, PromoCaixa and Sumasa introduced a supply contract Where we are: "la Caixa" has implemented a comprehensive waste clause requesting that all suppliers management policy through coherent procedures. All our suppliers adopt present any sustainability certifications these environmental requirements and incorporate them into their respective they hold. environmental policies. In tandem, "la Caixa" has defined a purchasing policy In 2008, "la Caixa" received 620,320 that ensures transparency and the strictest compliance with the established invoices accounting for purchased PromoCaixa, in particular requires that legal framework. goods and services to the value of EUR all new and existing suppliers include 1,512.77 million. 90% of invoices were an Environmental Protection clause Where we want to get to: Raise sustainability awareness among suppliers paid within the agreed 60-day payment together with a clause affirming their through renewed agreements and foster knowledge sharing. timeframe. With 285 strategic suppliers, adherence to the United Nations Global the top five suppliers were paid a Compact. One action in particular combined total of EUR 235.38 million. stands out as an example of both responsible purchasing and support for In PromoCaixa, all contracts for fair trade. Sumasa purchased 190 tons amounts in excess of EUR 30,000 of sweets made using Fair Trade sugar. must include an RFQ (Request Suppliers are a key part of the value- Several departments are involved For Quotation) and be submitted added at "la Caixa" and as such, have in managing purchasing, like to Purchasing Approval. If the a bearing on the environment and legal services and the responsible invoice is above EUR 60,000, then thE INStItutION ClEarly must also accept responsibility for any management of the contracting they are subject first to a tender DEMONStratED ItS WIll tO COMBat environmental impact. The consistent departments. For "la Caixa" monitoring process followed by submission to ENvIrONMENtal DaMaGE By aDOPtING actions of suppliers in adhering to the and control of operational processes Purchasing Approval. In 2008, Sumasa thE PrINCIPlES Of thE uNItED "la Caixa" corporate environmental is essential as is ensuring supplier established evaluation procedures with NatIONS GlOBal COMPaCt IN 2005. thIS policy, is continually reinforced by the compliance with health and safety CaixaExchange for all service contracts COMMItMENt haS SuBSEquENtly BEEN organization. regulations. above EUR 3,000. ExtENDED tO INCluDE all SuPPlIErS A combination of transparency and The commitment undertaken to shared-purpose are indispensable to the promote sustainable development PrOMOCaIxa rEquIrES that all NEW relationship that exist between "la Caixa" must be coherent throughout the fOr "la CaIxa" MONItOrING aND aND ExIStING SuPPlIErS INCluDE aN and its partners. Consequently, all entire value-added chain of "la Caixa" CONtrOl Of OPEratIONal PrOCESSES ENvIrONMENtal PrOtECtION ClauSE interactions between "la Caixa" and a activities. As a result, suppliers are IS ESSENtIal aS IS ENSurING SuPPlIEr tOGEthEr WIth a ClauSE affIrMING supplier is managed and tracked using obliged to subscribe to the sustainability COMPlIaNCE WIth hEalth aND SafEty thEIr aDhErENCE tO thE uNItED computerized programmes that pool practices defined in the environmental rEGulatIONS NatIONS GlOBal COMPaCt information on all transactions. policy of the Institution. Corporate Responsibility Report "la Caixa" 2008 146 Corporate Responsibility Report "la Caixa" 2008 147 3. Contribution to the welfare of society 3. Contribution to the welfare of society 3.7 a great place to work The "la Caixa" Group is one of the "la Caixa", which is an increase of Distribution by gender 2006 2007 2008 leading quality job creators in Spain. 4.3% compared to 2007. Staff growth has been concentrated total number of males 13,296 13,560 13,996 The human resources of "la Caixa" and in three areas. Firstly, 1,330 people its subsidiary companies are comprised were newly recruited. Secondly, % males 56 55 53.7 of 26,056 professionals, employed in Banca de Empresas (Corporate teams at "la Caixa", Caixa Capital Risc, Banking) represents the creation of total number of females 10,361 11,165 12,060 e-la Caixa, GDS-CUSA, MicroBank, a new line of business, comprising PromoCaixa, Servihabitat, Silk, Sumasa 68 business centres and 650 % females 44 45 46.3 and Vivienda Asequible. employees. This creation of this new Nota 1: Includes employees of "la Caixa", Caixa Capital Risc, e-la Caixa, GDS-CUSA, MicroBank, Promocaixa, division accounted for 14% of all new Servihabitat, Silk, Sumasa and Vivienda Asequible. Despite the economic downturn, positions created in "la Caixa" last The key to the excellent competitive and personally within the organisation. the hire rate for new staff at the year. And, thirdly 400 professionals position enjoyed by "la Caixa" is its This has enabled the Institution to organisation has continued to rise with joined the organisation as part of the commitment to a solid, motivated and become the leading retail bank in Spain a further 1,919 new employees. 1,730 acquisition of the Private Banking dynamic team of employees who are and the largest savings bank in the new employees joined the ranks of division Morgan Stanley. encouraged to grow both professionally world. Corporate Responsibility Report "la Caixa" 2008 148 Corporate Responsibility Report "la Caixa" 2008 149 3. Contribution to the welfare of society 3. Contribution to the welfare of society Objectives 2007 Initiatives 2008 Challenges 2009-2010 Dialogue • Enhance internal communication. • Deployment of the Employee / • Improve communication with Manager portal. "la Caixa" employees. • Completion of the Link-Caixa system. • Creation of an Intranet area for social initiatives and networking called Espacio Solidario. Diversity • Fulfil the measures of the Optima • Review the Optima Programme and • Design and development of Internal Programme. verify it complies with all its directives. Equality Plan. • Development of internal equality analysis system. Work/life • Signing of Equality and Work/Life • Establishing measures to promote • Implementation of actions approved balance Balance Protocols with trade unions. work/life balance. by Equality Plan and Work / Life • Creation of a commission to monitor Protocol. progress in work/life balance. labour • Commitment to job creation, • Review Code of Ethics. • Internal distribution of the Code of integration promotion, training, and skills • 1,730 new employees joined the Ethics. development. company in 2008. • Enhance professional training and • Celebration of the 1000th edition of the development programmes for "Discover "la Caixa" Programme". "la Caixa" employees. • 6% increase in training investment compared to 2007. • 1,128 employees applied for entry to the Financial Services Manager programme. Corporate Responsibility Report "la Caixa" 2008 150 Corporate Responsibility Report "la Caixa" 2008 151 3. Contribution to the welfare of society 3. Contribution to the welfare of society Employees evolution of "la Caixa" Dialogue and its subsidiary companies average seniority average age "la Caixa" 12 39 Starting point: The motivated and skilled team of professionals at "la Caixa" has been critical to the organisation achieving its excellent current competitive Caixa Capital risc 2.39 32.4 position. e-la Caixa 4.3 37.25 Where we are: "la Caixa" has opened a wide range of channels for dialogue between the Institution and its employees. The 'Great Place to Work Institute GDS-Cusa 5.09 33.7 Spain' acknowledged the excellence of these communication channels and positions "la Caixa" among its top fifty employers. MicroBank 3.72 41.8 PromoCaixa 2.74 36 Where we want to get to: Continue introducing fresh initiatives to meet individual and specific needs of our employees, and endeavour to address Servihabitat 7 40 their professional and personal concerns and expectations. Silk 2.55 36.1 The provision of specific solutions Environment Survey', the company Sumasa 6 40 to address employee requirements also conducts a 'Work/Life Balance vivienda asequible 1.8 33 is vital to create an optimal working Survey', canvassing employee environment and at the end of the day, opinion regarding their experiences in indirectly benefits the customers of balancing professional commitments Contract type of "la Caixa" and its subsidiary companies 2006 2007 2008 "la Caixa". For another year running, and personal and family life. The total nº internships N/D N/D 28 "la Caixa" provided employees findings of these surveys have sparked with a wide variety of channels for policy improvements and, in 2008, the total nº employees on full-time or 23,625 24,590 25,894 communication; these are used for implementation of new policies covering permanent contracts distributing and receiving information. areas such as equality and Work/Life balance. total nº employees on full-time or 23,623 24,489 25,824 Employees can express their opinions, permanent contracts (full-time) make suggestions, and communicate CanalCaixa total nº employees on full-time or 2 101 70 their needs and ideas via these different One of the ways that best demonstrate permanent contracts (part-time) channels: the importance of people at "la Caixa" is, also a resource for internal Employees on full-time or permanent 99% 99% 99% Surveys communication. The Canal Caixa contract "la Caixa" carries out surveys among magazine published 7 issues last employees in order to assess their year and had a distribution of around total nº employees on part-time contracts 32 135 165 needs, concerns and ways in which 200,900 copies. The magazine brings Employees on part-time contracts 1% 1% we can develop our human resources the readership up to date on items of policies. As well as the 'Working employee interest and covers all the Corporate Responsibility Report "la Caixa" 2008 152 Corporate Responsibility Report "la Caixa" 2008 153 3. Contribution to the welfare of society 3. Contribution to the welfare of society human resource management applications were migrated to it, like Intranet space for Social the Link-Caixa system, which has responsibility and Cooperation enabled peer-to-peer communication The corporate Intranet service at for issues that do not necessarily "la Caixa" recently made a social bear relation to work. responsibility webspace available, Espacio Solidario is a utility to inform Suggestions Box employees about social responsibility Employees are the active driving initiatives and bring their attention to force behind innovation at "la Caixa". those that they can participate in. In Suggestions Box contributions collaboration with Welfare Projects, received amounted to 8,358 this space enables employees to proposals for improvements from keep up with all latest information 3,729 different employees. Every regarding the outreach projects being day more than 30 employees submit developed. The Espacio Solidario is proposals and consequently service divided into three separate sections: reviews and improvements have Employee Social Responsibility been undertaken in banking services, and Participation, Corporate customer relationship management, Volunteering and Emergencies and and branch operating procedures Humanitarian Action. Employees 2006 2007 2008 demonstrating the usefulness of this accessing the area can make a platform. voluntary donation of as little as total number of issues 9 10 7 one Euro, apply to participate in the volunteer programme or provide total number of copies distributed 260,000 270,000 200,900 assistance in situations that require humanitarian relief. latest initiatives, projects, campaigns with more than 77,590 consultations and activities of the Welfare Projects. handlel, 62,500 of them in the same initial call. Call Center The Call Centre provides employees Intranet and the Employee / Manager with a channel, via Intranet, to access Portal all financial and commercial information One of the primary goals achieved in and to speedily resolve any queries 2008 has been the development of they may have regarding their activities the range of assistance and support within the company. options available to employees through the corporate Intranet service. By the In 2008, the phone service at the Call end of 2008, the Employee / Manager Centre received more 140,000 calls, Portal was fully operational and several Corporate Responsibility Report "la Caixa" 2008 154 Corporate Responsibility Report "la Caixa" 2008 155 3. Contribution to the welfare of society 3. Contribution to the welfare of society Diversity Suggestions Box and forum for Participatory Innovation 2008 Starting point: A cornerstone of "la Caixa" human resource management policy is the respect for diversity and the fostering of inclusiveness regardless total nº of employees who submitted suggestions for improvement 3,729 of social grouping. total nº of suggestions for improvement submitted 8,358 Where we are: "la Caixa" carried out an equality analysis in 2008 as the first total nº of suggestions actioned 3,970 step towards the development of an equality plan in 2009 total nº of suggestions planned 1,033 Where we want to get to: Strengthening a human resources management policy that meets employees' requirements. total nº of suggestions under review 951 total nº of suggestions rejected 2,404 Human Resources management at • Appoint female workers to positions turnaround time compliance level for all suggestions submitted by 95% "la Caixa" is characterized by a where they are under-represented –. employees. (Expected - 45 days) responsible respect for diversity and • Guarantee job stability. fosters equal opportunities while • Encourage promotion to executive opposing any discrimination on the positions. grounds of gender, age or disability. • Foster measures to facilitate work/life Ideas like EcoCaixa (paper-saving thE SuGGEStIONS BOx haS BECOME Year after year, "la Caixa" manages balance measures available within the ONE Of thE MOSt INfluENtIal to meet the challenges presented by ATM interface), the Cuenta Digital EMPlOyEE rESOurCES; OvEr 30 its ambitious equality drive. Compliance with the existing legislation Cero.com (a comprehensive EMPlOyEE PrOPOSalS arE is key to demonstrating commitment to commission free service for payroll SuBMIttED DaIly In fact, since 2006, "la Caixa" improving equality in the workplace. As administrators who use purely has been a certified participant a further step "la Caixa" carried out an electronic banking interfaces) or in the Spanish Ministry of Labour internal organisation-wide equality audit the TPV•Hora de cierre service for and Social Security sponsored this year. The findings will inform plans retailers and restaurateurs (enable Optima Programme, recognised to improve the way equality is promoted these clients to set automatic closing OvErall, a tOtal Of 8,358 IDEaS fOr for its promotion of equality in the in 2009. During 2008, the growth in the time for their POS terminals), all IMPrOvEMENt havE BEEN rECEIvED workplace. This certification is in the number of female employees at began life as employee suggestions frOM OvEr 3,729 EMPlOyEES vIa reviewed annually and the 2008 "la Caixa" was achieved without any and came from all across the INtraNEt DurING thE yEar audit confirmed that all selection, incidents of discrimination. country. communication, training and professional advancement processes It is noteworthy that the current payment are in full compliance with the structure for all staff at "la Caixa" and its following directives: subsidiaries is based on each employee's • Promote workplace balance professional and performance levels, between the sexes. irrespective of gender. Corporate Responsibility Report "la Caixa" 2008 156 Corporate Responsibility Report "la Caixa" 2008 157 3. Contribution to the welfare of society 3. Contribution to the welfare of society and Social Security (See references Committee, the Single Committee Objectives met in 2008: above), "la Caixa" adheres to reserving on Health and Safety and the • 46.3% of all employees at 2% of work roles for person with Commission for Training, among "la Caixa" and its subsidiaries are disabilities through the direct current others. female. employment of 96 people, and by • 12.2% of managerial positions are way of contractual agreements with In 2008, five different trade union held by women. specialist employment centres to organisations were represented at • 55% of all new employees are arrange supply of raw materials or some level on the committees. They female. provision of services, or alternatively are: CCOO (Comisiones Obreras), • A total of 502 people are of different through economic donations and SECPB (Sindicato de Employees nationalities other than Spanish. sponsorship acts. de Cajas de Ahorros y Pensiones Barcelona), UGT (Unión General In 2008, financial support allocated de Trabajadores), FEC (Federació Gender ("la Caixa") 2007 2008 to the development of occupational d'Estalvi de Catalunya) and SIB integration activities that create jobs (Sindicat Independent de Balears). total nº of management team who are male 277 259 for disabled persons increased to EUR Since the elections in 2006, the % of male employee members of management team 89 87.8 4,002,000. trade unions have had employee representation within the different total nº of management team who are female 34 36 "la Caixa" also promotes occupational governing bodies. There are 20 trade integration of disadvantaged union representatives on the General % of female employee members of management team 11 12.2 groups who cannot easily enter the Assembly: 3 on the Board of Directors, conventional job market. In Catalonia, a further 3 on the Board of Trustees towards the end of 2008, an agreement of the "la Caixa" Foundation, and 1 on Nationalities ("la Caixa") 2007 2008 was signed with the Generalitat to each of the four Sub-Committees: the promote employment for victims of Executive Committee, The Social and Overall nº of employees of other nationalities 465 481 abuse, who otherwise might have been Cultural Outreach Projects Committee, (non-Spanish) excluded from the job market. the Steering Committee, and the % of total employees on staff 2 1.9 Investment Committee. respecting collective rights In addition to Saving Banks Sector As a result of talks with trade unions, Occupational integration of people integration of disabled persons (LISMI Collective Agreement, "la Caixa" several new agreements were signed with disabilities as per the acronym in Spanish). champions agreements between in 2008 that provide for the following: Royal Decree 364/2005, of April 8th, Management and the trade unions, • Protocol for prevention of and dealing establishes a quota of 2% for disabled The Institution complies fully and resulting in enhanced working with incidents of sexual harassment workers in companies with 50 or more legally and employees with disabilities conditions for employees. The in the workplace. employees. These organisations are occupy at least 2% of positions in the Institution also boasts a series of • Equality Protocol for unmarried required by regulation to comply with company. By virtue of it's commitment collective bargaining committees, like couples. the provisions of article 38.1 of Law to the declaration of exceptional cases the Joint Committee on Careers and • Set up of a Monitoring Committee for 13/1982, of April 7th, regarding social of the Spanish Ministry of Labour Salaries, the Pension Plan Control Work/Life Balance Protocol. Corporate Responsibility Report "la Caixa" 2008 158 Corporate Responsibility Report "la Caixa" 2008 159 3. Contribution to the welfare of society 3. Contribution to the welfare of society Work / life balance for a better Collective agreement: In April 2008, "la Caixa" signed the Savings Banks Collective Agreement for the 2007-2010 period, in line with the Strategic Plan 2007-2010. This will directly Starting point: Striking a balance between professional and personal life is an affect 24,000 employees who can benefit through a compliance-linked bonus important commitment for "la Caixa" and annual improvements benefit employee scheme that delivers bonus payments based on recurring profits generated. well-being. The salary increases identified in this agreement will be delivered if 80% of the objectives are achieved, and if that rises above 120%, then the entire Where we are: "la Caixa" has introduced a series of improvements in workforce receive an additional bonus payment. The same agreement provides employment conditions to positively benefit staff members' and recognise the for training support with assistance for employees who undertake university importance of their personal lives under the auspices of the of the 'Armonía' courses, post-graduate studies or language studies. project. Important changes have been introduced to improve the conditions key to achieving a successful work/life balance. Areas impacted include: Annual Leave, respecting collective rights in "la Caixa" holidays, leave of absence, internal transfers, flexible working hours and the working timetable. freedom of association and collective bargaining 2008 % of employees represented by independent trade unions or 100 Where we want to get to: Implementing new and innovative measures that who are covered under a collective agreement contribute to improving the work/live balance and staff well being. These types of initiative recognisably and positively affect employee performance and enhance Overall expense associated with fines or work-related complaints 1,253 the employee's capacity to provide higher quality service to customers. received (Eur Million) Nº of employees who participated in last trade union elections 4,000 Compatibility between family planned actions include developing Overall nº of trade union associations Works Committee 5 and working life and professional additional equality and work/life balance development is key to employee well- programmes, Redefining working Overall nº of trade union representatives in governing bodies 20 being at "la Caixa". Once again this timetables and time-management, year, the Institution and its subsidiaries annual leave, leave of absence and Minimum period of advance notice (days) 15 have implemented projects and specific employee training programmes are initiatives to enable employees to strike just some of the areas under review a better balance between personal and in accordance with the Equality and Overall nº of trade union Overall nº of sanctions or working life. Work/Life Balance Protocol. This new representatives electioned work-related complaints received framework of measures is of great In 2008, as a result of 'Óptima' importance to "la Caixa" employees. In "la Caixa" 172 "la Caixa" 119 Programme and the 'Armonía' projects, support of this protocol, the Monitoring actions have been identified that Committee for Work/Family Balance e-la Caixa 1 PromoCaixa 1 present several new challenges. The Protocol was set up in April 2008. GDS-CuSa 5 Sumasa 9 Corporate Responsibility Report "la Caixa" 2008 160 Corporate Responsibility Report "la Caixa" 2008 161 3. Contribution to the welfare of society 3. Contribution to the welfare of society Measures for striking a balance between family and working life available Equality and Work/life Balance to employees Protocol Objectives: Sections Measures • to encourage appointment of female Working day • Half hour flexibility for working day start-time. employees to executive positions. • Reduction in working day between 1/8th and 1/2 • to improve maternity and paternity rEDEfINItION Of WOrk Day to care for children under 12 years of age. leave conditions. tIMEtaBlES, tIME MaNaGEMENt, • Reduced hours on Thursday afternoons to care • to introduce new conciliatory bi- lEavES Of aBSENCE aND traINING for children under 6. partisan measures to facilitate PrOGraMMES arE JuSt SOME Of thE internal transfers. SuBJECtS that havE BEEN rEvIEWED leave, holidays and • Short-term leave (up to one day) for emergencies, • to facilitate positive integration of uNDEr thE EqualIty aND WOrk/ leave of absence unforeseen circumstances, personal matters, etc. more senior employees. lIfE BalaNCE PrOtOCOlS, a NEW Organised through branch. • to define a policy for covering leave fraMEWOrk Of INItIatIvES Of GrEat • Unpaid leave of absence of up to 10 days for due to illness in accordance with the rElEvaNCE tO thE MEMBErS Of Staff studies and serious family or personal matters 'Armonía' project. at "la CaIxa" • Leave for marriage, childbirth, sickness, death • to establish a series of progressive in the family or house moving, etc. have all been work/life balance training initiatives. extended by three working days. • to standardise procedures for short- • Option to take annual holidays over three discrete term leave of absence applications. periods for work/life balance motives. • to improve efficiency in meetings. • Leave of absence: improved and extended in the cases of caring for dependants, women who've "Helping to strike a balance between family life and work been victims of violence, against, maintenance in life as well as promoting the principle of equal opportunities living arrangement, career breaks for participating between men and women are just some of the challenges in programmes social responsibility, personal facing the work/life balance protocol and the future equality matters or studies. plan we have set in motion. To this end we have extended • Maternity leave extended by 10 days. leave of absence periods for maternity, paternity and leave • Paternity leave extended by one day per year for for mother's breast feeding. Also, the conditions required to the next four years. qualify for leave of absence have been increased, transfers are prioritized in accordance with established criteria, transfers • Priority given to applications for transfer and learning seminars inform employees about all these received from employees caring for dependants, matters. With these measures we hope to provide realistic experiencing pregnancy, breast-feeding, family answers to personal, family and cultural situations for reunifications, sickness of employee or partner, employees, as well as becoming a benchmark reference children and parents. point for these types of initiatives in our industry". • Preference given to transfer applications indicating personal reasons for employees with Anna Quirós, Labour Relations Manager at "la Caixa" more than three years service. Corporate Responsibility Report "la Caixa" 2008 162 Corporate Responsibility Report "la Caixa" 2008 163 3. Contribution to the welfare of society 3. Contribution to the welfare of society Sections Measures Work/life balance 2006 2007 2008 holding positions open • For leave of absence in order to care for Maternity / paternity leave ("la Caixa") dependants for up to a maximum of three years. Nº of days available for maternity leave N/D N/D 122 Senior teams • For qualified cover of sick leave, training junior (single birth) employees, business unit support, etc. • Drawing up plans for progressive retirement or Nº of days available for maternity leave N/D N/D 140 phased disengagement. (multiple birth, two infants) leave • Immediate cover for maternity leave, short-term Nº of days available for paternity leave N/D N/D 14 career breaks, or prolonged illness. Work schedule ("la Caixa" and its subsidiary companies) Meetings and training • Improve efficiency of meetings. • Training courses in equality, Work/Life balance, Overall nº of full-time employees 23,341 24,514 25,746 time management, work planning, etc. Overall nº of part-time employees 316 110 283 Cases which receive • Maternity, paternity and those victims of bullying, special attention discrimination or violence against women. Overall nº of employees on leave of absence N/D N/D 541 Joint committee • Monitoring of Protocol implementation. • Drawing up quantitative indicators. advantages and social benefits (thousand euros) • Proposal of new measures. ("la Caixa" and its subsidiary companies) 2008 Overall investment by the company in services and social 194,011 The efforts made by "la Caixa" to embed a the third year running, the company got benefits for employees committed, fair and social human resource first place as employee's first choice in the management policy has obtained one MERCO ranking. Contribution to pension plans 87,451 of the most prestigious recognitions in the international corporate environment. All these efforts by "la Caixa" to strive healthcare benefits (healthcare plans) 10,763 In 2008, "la Caixa" was chosen by the for equality and Work/Life balance are Great Place to Work Institute as one of complemented by a policy of providing Study / Educational assistance 14,389 the top 50 companies to work for. In the advantages and social benefits such as current edition, "la Caixa" was fourth place insurance cover and bonuses, without Others 6,090 in the ranking of companies with more discriminating between full-time and part- than 1,000 employees. Furthermore, time employees. In 2008, "la Caixa" and life or accident insurance cover 26,080 the Institution was acknowledged as the its subsidiaries allocated more than EUR company offering employees the fairest 190 million to services and social benefits Preferential conditions on financial products 49,237 deal. On top of international honours, for for workers. Corporate Responsibility Report "la Caixa" 2008 164 Corporate Responsibility Report "la Caixa" 2008 165 3. Contribution to the welfare of society 3. Contribution to the welfare of society health and Safety In 2008, the number of working days Occupational integration at "la Caixa" "la Caixa" and its subsidiaries are fully lost to accidents in the workplace was committed to maximal compliance with 5,570, and other forms of sick leave health and safety legislation. accounted for 214,698 days. Starting point: "la Caixa" is one of the leading financial institutions in job creation, and career and skills development. As a demonstration of this commitment, The "la Caixa" subsidiaries, GDS-Cusa "la Caixa" voluntarily undertakes and Sumasa have their own Health and Where we are: "la Caixa" has revolutionized the concept of occupational several audits: Safety Committees with representatives integration through the creation of programmes focused exclusively on • Regulatory Audit: under law, "la Caixa" from workers and management. orienting and guiding new employees, and informing them of our corporate submits its General Occupational Health values and ethical principles. and Safety System (SGPRL) to an The subsidiaries of "la Caixa" contract external auditor at least once every four an external hazard prevention service, Where we want to get to: Continue to reinforce the relationship between the years, or additionally as required by and all subsidiaries carry out health and Institution and its employees, promoting career development from within the labour authorities. safety training courses in accordance internal employee ranks. • Voluntary Audit: voluntarily, and apart with the requirements of current from the regulatory audit, "la Caixa" regulations. submits its SGPRL to an annual control One of the objectives which distinguish and updated at the end of 2008. In and monitoring audit. "la Caixa" year-on-year is its dedication addition this year, the revised version • OHSAS 18001 Audit: "la Caixa" is to safeguarding its position as of the Internal Code of Conduct certified for its SGPRL, in accordance market leader in job creation, career for the Stock Market (RIC), will with the requirements of the international advancement, and employee training. be introduced bringing significant specification OHSAS 18001:1999 which The occupational integration policy is changes to employee's rights and certifies excellence in Occupational focused on creating a labour framework obligations. Health and Safety Systems. where the employee identifies with the organisation and feels, valued, secure A new Intranet portal was launched and looked-after. devoted to Regulatory Compliance where employees can access all the "la Caixa" Code of Ethics information regarding regulations and Since 1998, all actions and processes codes of conduct for "la Caixa" and arising from employees carrying out includes the Code of Ethics, the New their work duties are governed by Technologies Code, Internal Code of the Professional Code of Ethics and Conduct in for the Stock Market (RIC) General Principles of Performance in and the Circular on Development of "la Caixa". The code was reviewed RIC. Corporate Responsibility Report "la Caixa" 2008 166 Corporate Responsibility Report "la Caixa" 2008 167 3. Contribution to the welfare of society 3. Contribution to the welfare of society recruitment Welcome programme organisation strives to reinforce and During 2008, a total of 1,730 new qualified young people From the very beginning of a new improve its competitive advantage. employees joined the ranks of "la Caixa" gave 10 corporate employees' professional career, "la Caixa" This commitment to training is one that "la Caixa". Equal opportunity is presentations in Spanish universities strives to ensure they appreciate and share consolidates development of our human the guiding force in all recruitment in 2008. The Institution's reputation the values and culture of the Organisation. assets and seeks to guarantee a better procedures. In order to build a as a quality job creating company is The New Employees Welcome service for our customers. competent team of professionals, the reason why they received 41,109 Programme is one esteemed by staff employee selection tools are used to curricula from young people interested members and represents a best-practice Throughout the 2008 financial year, guarantee equal opportunities, as well in joining the team. In response to example of people management policy at "la Caixa" operated several mechanisms as determining suitability to corporate the demand, "la Caixa" has once "la Caixa". The programme stimulates and for employees to communicate training responsibilities. again fostered employment among excites new employees and provides a requirements and the feedback received young qualified people starting out, method for coordinating specific highest- contributed to developing or refining the offering excellent opportunities to level training. following training initiatives: those interested in developing their • Regulated/Institutional training. future professional careers within the training • Occupation specific training plans. organisation. The profile of the ideal Training is one of the most important • Bank management courses for the over candidate is a versatile, dynamic assets that "la Caixa" and its subsidiaries 40s. young person with a university use to better day-to-day operations. • Head Office Training Plan. Staff retention rate qualification, aged between 21 and 27, For a successive year, training is • On-line Training Portal Virtaula. 94.5 % ("la Caixa") having some commercial experience. the principle means by which the • Financial Services Manager courses open to all employees enrolled in the 'Discover "la Caixa"' celebrates FSM Programme. its 1,000 session Since a group of employees from All employees who pursue career the regional network paid their first development through the second phase visit to Head Offices and toured its of the FSM Programme are eligible New staff members and net job creation main business areas in 1986, over for inclusion in the Financial Services ("la Caixa" and its subsidiary companies) 2008 22,000 employees have taken part Manager course. in 'Discover "la Caixa"' sessions. Overall nº of new recruits 1,919 After 22 years in operation, the In total, in 2008, "la Caixa" allocated initiative has exceeded its original over EUR 15 million to training, 6% Overall nº of new male recruits 868 mission and has given rise to fresh more than the pervious year, alongside proposals enabling the Institution to which funding for training from the State % new male recruits 45 build stronger ties with employees Foundation for Occupational Training and vice-versa: 'Discover Head (FEFE), contributed in excess of EUR 3 Overall nº of new female recruits 1,051 Office' and 'Discover the Network' million. are the two latest programmes to % new female recruits 55 have been introduced. An active participant who is keen to learn. These traits best define the Corporate Responsibility Report "la Caixa" 2008 168 Corporate Responsibility Report "la Caixa" 2008 169 3. Contribution to the welfare of society 3. Contribution to the welfare of society nature of a member of the professional Professional Development training "la Caixa" "la Caixa" and team at "la Caixa": 88% of staff have During the 2008 financial year, the its subsidiary participated in some form of training "la Caixa" team enhanced the companies course, the total training hours provided employee developmental methodology total investment in employee training 15,088 15,675 exceeds 634,296, with classroom-based that enables it to identify and develop (Thousand euro) training accounting for 465,408 hours, individual skill sets and match these to the remaining 168,891 hours being on- specific professional profiles. total employee training subsidies received 3,066 3,071 line or remote access training courses. (Thousand euro) Additionally, 486 staff have worked as In order to grow the potential of each in-house trainers, supplementing on- team and maximise performance Number of training actions site training and remote access based based on effort, "la Caixa" learning, by voluntarily taking on the role undertook to gradually rollout this Total nº of employees that received training 22,348 22,552 of mentor or "buddy" who partner new skills development initiative across employees through knowledge-transfer remaining departments. Total nº of hours training 634,296 639,945 initiatives. The Financial Services Manager Total nº of hours - classroom-based instruction 465,408 470,847 Apart form the Welcome and Programme (GSF as per the Spanish mentoring programmes; all new acronym) admitted 1,128 employees Total nº of hours - remote or on-line training 168,891 169,098 recruits have an Integration and this year, bringing the total number of Professional development Plan. those who have participated to 3,914 Total nº of employees who participated as 486 487 This one-year training programme by year-end. In 2009, the programme in-house trainers comprises classroom-based and e- will be revised and updated. learning courses delivered by banking, economics and finance experts. Also, in To streamline and facilitate Internal promotion ("la Caixa" and its subsidiary companies) 2008 conjunction with an assigned mentor, a access to these new programme plan is developed to provide additional parameters, this year saw the initial total nº of employees promoted internally 5,350 instruction in specialised areas of implementation phases of both financial services including: taxation, an abilities-based management % of total staff 20 e-banking, and insurance. Another programme and a skills development training initiative of note is the Security, management initiative. In addition, total nº of male employees promoted internally 2,295 Money Laundering and Health and the responsibilities allocated to the Safety course, which has been the Regional Network human resource % of male employees promoted internally 43 subject of excellent feedback from the teams have been enhanced to 2,911 employees who participated. further enable decentralised staff total nº of female employees promoted internally 3,055 management. It is anticipated that in It is interesting to note that Sumasa 2009, employees at "la Caixa" % of female employees promoted internally 57% have developed a training plan based Head Office will participate in a on a newly created on-line platform. 'career-to-date' scheme. average staff turnover rate 0.26% Corporate Responsibility Report "la Caixa" 2008 170 Corporate Responsibility Report "la Caixa" 2008 171 3. Contribution to the welfare of society 3. Contribution to the welfare of society Caixa Capital vivienda GDS- "la Caixa" risc e-la Caixa Silk MicroBank asequible Servihabitat PromoCaixa Sumasa CuSa % bonus payments 5.3% 20% 14% 10% 8% N/D 18.7% 19.6% 6% 9.5% over total salary % of employees whose bonuses are regulated based on collective 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% agreements % of employees with 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% salary total nº of employees subject to bonus payments based on 100% 87% 100% 100% 67% 93.75% 91.1% 75% 36% 9% achieving group and individual objectives recognising merits well as its subsidiaries exceeds both the all aCtIONS aND PrOCESSES arISING In addition to the fixed salary, an minimum legal requirements, as well as frOM EMPlOyEES CarryING Out thEIr objectives-based bonus scheme rewards those outlined by collective agreement. WOrk DutIES arE GOvErNED By thE those meeting certain general and/or In fact, basic salary is regulated by the PrOfESSIONal CODE Of EthICS aND individual objectives. The scheme salary tables established under collective GENEral PrINCIPlES Of PErfOrMaNCE was designed to promote a culture of agreement and far exceeds minimum IN "la CaIxa" teamwork, and acknowledges individual legal basic wage. fOr a SuCCESSIvE yEar, traINING IS achievements within the context of the thE PrINCIPlE MEaNS By WhICh thE performance-based results of the joint OrGaNISatION StrIvES tO rEINfOrCE DurING thE 2008 fINaNCIal yEar, project team. In 2008, bonus schemes thE NEW EMPlOyEES WElCOME aND IMPrOvE ItS COMPEtItIvE thE "la CaIxa" tEaM ENhaNCED accounted for 5.3% of the total payroll in PrOGraMME IS ONE EStEEMED By aDvaNtaGE. thIS COMMItMENt tO thE EMPlOyEE DEvElOPMENtal "la Caixa". Staff MEMBErS aND rEPrESENtS traINING IS ONE that CONSOlIDatES MEthODOlOGy that ENaBlES It tO a BESt-PraCtICE ExaMPlE Of thE DEvElOPMENt Of Our huMaN aSSEtS IDENtIfy aND DEvElOP INDIvIDual In line with objectives to support PEOPlE MaNaGEMENt POlICy at aND SEEkS tO GuaraNtEE a BEttEr SkIll SEtS aND MatCh thESE tO professional development of its staff, the "la CaIxa" SErvICE fOr Our CuStOMErS SPECIfIC PrOfESSIONal PrOfIlES minimum wage for staff at "la Caixa" as Corporate Responsibility Report "la Caixa" 2008 172 Corporate Responsibility Report "la Caixa" 2008 173 3. Contribution to the welfare of society 3. Contribution to the welfare of society 3.8 Organisational participation & transfer of knowledge Objectives 2007 Initiatives 2008 Challenges 2009-2010 Partnerships with • Have a greater tole in the United • No significant changes in this area. • Promote and encourage accountability organisations Nations Global Compact to promote and share the values of the United ethical and responsible business Nations Global Compact with all practises. "la Caixa" suppliers. • Strengthen inter-organisational cooperation, and reinforce the bonds between "la Caixa" and the most disadvantaged sectors of society. Sponsorship • Enhance brand presence through • Sponsored a wider range of cultural, • Maintain sponsorship of sporting and sponsorship, especially sporting sporting and social activities. cultural events, and enhance presence activities and events for children. in customer-specific activities. research • Increase the number of social and • 22 publications issued by the • Promote new studies in corporate Department economic research studies produced Research Department and 2 Social social responsibility through & by the organisation. Promote research Studies Published by the Welfare collaboration with the business Social Studies by and knowledge transfer through the Projects. community and entrepreneurs. Welfare Projects "la Caixa" Economy and Society • Publish an increasing number of Chair and the "la Caixa" Corporate studies and reports and confirm the Social Responsibility and Corporate organisation as a leader in the field Governance Chair. of social and economic research and analysis. Corporate Responsibility Report "la Caixa" 2008 174 Corporate Responsibility Report "la Caixa" 2008 175 3. Contribution to the welfare of society 3. Contribution to the welfare of society Partnerships with organisations commitments of the compact, and Pursuant to the principles of the upholds the following core values and compact, "la Caixa" publishes an principles of conduct: annual Progress Report. Additionally, Starting point: Since its foundation, "la Caixa has had a long standing tradition of • Respect and protect human rights via its website, the organisation partnerships with public and private bodies at both national and international levels. internationally regularly publishes current news and • Ensure that none of its companies are progress updates concerning corporate Where we are: Since 2005 "la Caixa" has been a leading participant in the complicit in human rights abuses. responsibility initiatives. United Nations Global Compact championing corporate social responsibility. • Uphold the freedom of association In 2008 "la Caixa" widely sponsored cultural, sporting and social activities, as well and the recognition of the right to as producing important socio-economic research publications from its Research collective bargaining. Department and its Welfare Projects. • Eliminate all forms of forced and compulsory labour. Where we want to get to: Continue to build and reinforce collaborative • Abolish child labour. relationships with those organisations whose activities embody the shared values • Support the elimination of of our customers and represent the interests of the community. discrimination in employment and occupation. • Adopt a preventative approach to Apart from those in the financial sector, As well as the aforementioned, environmental challenges. "la Caixa" also partners with various "la Caixa" also closely collaborates • Undertake initiatives to promote associations and community bodies. with several other prestigious greater environmental responsibility. These include state institutions like organisations such as Fomento • Encourage the development and the Spanish Confederation of Savings del Trabajo, the Consejo España- sharing of environmentally friendly Banks (CECA) and the Association Estados Unidos, The Conference technologies. for Progress and Management (APD). Board, Barcelona Centro Financiero • Work against all forms of corruption, Other partnerships fostered with Europeo, El Club de Excelencia en including extortion and bribery. associations representing regional or Sostenibilidad, Sociedad Económica local interests include the Barcelona Barcelonesa de Amigos del País and Beyond the internal organization, Chamber of Commerce, the San Isidro the Ateneo Barcelonés. "la Caixa" seeks to embed these Catalan Agricultural Institute, the principles of social responsibility Foundation for Stock Exchange and the united Nations Global Compact and sustainability in suppliers and Financial Studies (Valencia) and the In 2005, "la Caixa" joined the United guarantee that these values are Board of Trustees of The School of Nations Global Compact, which upheld at every stage in the product IN 2007 "la CaIxa" INtrODuCED aN Industrial Organization - EOI (Madrid). strives for ethical and sustainable and service lifecycle. To this ends, aDDItIONal ClauSE tO all SuPPlIEr Finally, "la Caixa" also partners practices in corporate business culture. "la Caixa" introduced in 2007, an CONtraCtS aSCrIBING COMPulSOry with organisations whose scope is Sharing a belief in the importance of additional clause to all supplier COMPlIaNCE WIth thE PrINCIPlES Of international such as the United Nations social responsibility in business, "la contracts ascribing compulsory thE GlOBal COMPaCt Global Compact. Caixa" has adopted the international compliance with the Principles of the Global Compact. Corporate Responsibility Report "la Caixa" 2008 176 Corporate Responsibility Report "la Caixa" 2008 177 3. Contribution to the welfare of society 3. Contribution to the welfare of society sense engages "la Caixa" directly Social responsibility, a key factor IN 2008 thE OrGaNISatION SIGNED in driving social and community Besides championing the principles a fIvE-yEar aGrEEMENt WIth thE development. of the United Nations Global fuNDaCIó ParC DE rECErCa Of thE Compact, "la Caixa" has supported uaB COMMIttING tO INvEStMENt IN During 2008, "la Caixa" invested more the Club de la Excelencia en rESEarCh aND DEvElOPMENt aND tO than EUR 22.5 million in sponsorship, Sostenibilidad since 2004. This furthEr PrOMOtING thE INtEGratION benefiting 116 different cultural, was a groundbreaking initiative in Of StuDENtS WIth DISaBIlItIES sporting, and other community and corporate sustainable development. social causes. The tenets of this organisation Sponsorship include embedding a sustainable "la Caixa" sponsorship of cultural and Department of research and Social developmental approach in sporting events is an essential strategic Studies of Welfare Projects corporate culture and the promotion element representing an important Through the Research Department of excellence in, sustainable Collaborations with universities means of brand association and a and the Welfare Projects, "la Caixa" development, environmental and "la Caixa" is an active supporter of third- tool for cultivating a strong positive endeavours to spread learning and social progress activities. level educational institutions. In 2008, image in the public consciousness. understanding through a wide range as well as renewing annual partnerships More than simply being a publicity of publications and activities. Through with several Spanish universities, exercise, sponsorship represents our these, "la Caixa" renews its commitment an agreement to work together was commitment to promoting cultural and to cultural development and the growth undertaken with the Fundació Parc de sporting activities, and in a broader our society year after year. Recerca of the Universidad Autónoma de Barcelona (UAB). Over a 5-year period, the goal is to foster technological research and innovation and target The commitment to social further academic integration of students responsibility of "la Caixa" does not at risk of social exclusion. Investment stop there, "la Caixa" also upholds in this second objective will improve the ideals of the European Alliance university campus accessibility and on Corporate Social Responsibility facilities for persons with disabilities. with backing from the European Also, in continued recognition of the Commission. This group's objective spirit of achievement, "la Caixa" will is to raise awareness and improve extend its support for university pre- knowledge sharing among doctoral scholarships. "la Caixa" is participating stakeholders. represented on the Board of Trustees of the Fundació Parc de Recerca UAB, an organisation that safeguards the drive, administration and operation of a research centre devoted to development and knowledge. Corporate Responsibility Report "la Caixa" 2008 178 Corporate Responsibility Report "la Caixa" 2008 179 3. Contribution to the welfare of society 3. Contribution to the welfare of society "la Caixa" research Department Monthly report. Published by Spanish regional Communities Spain: Economic yearbo. Annual report Publications economists at the Research Series. This series began in 2007 providing socio-economic statistical The shared objective of these Department, the report monthly with a volume devoted to Galicia analysis on an urban community basis. publications is to promote knowledge summaries the economic situation and continued in 2008 with the The report is designed to appeal to a and understanding of socio-economic and the status of national and Balearic Islands. The publications wide range of interest groups: companies, realities, and to provoke questions international financial markets. provide a strategic economic professionals and private individuals. The and reflection that consequently lead Published in Catalan, Spanish and examination of the different Yearbook is available in database format to positive societal development. English, the report focuses attention autonomous regions in Spain. on the Research Department website. "la Caixa" directly stimulates on adjacent euro-zone economies. public debate and the exchange of "la Caixa" Economic Besides these, "la Caixa" also publishes ideas through these publications. Economic Studies Series. A Documents. A series of papers by reports and studies exclusively in The most important studies and series of essays by subject matter Research Department economists English, such as the "la Caixa" Economic reports published by the Research experts on the economy and that provide in-depth analysis Papers and "la Caixa" Working Papers, Department are available in business management practices. on subjects of national and produced for the scientific and academic electronic format from the department 35 editions have been published international economic interest and domain. The working papers are only website: (www.laCaixa.es/research) since 1994. importance. available on-line in electronic format. Corporate Responsibility Report "la Caixa" 2008 180 Corporate Responsibility Report "la Caixa" 2008 181 3. Contribution to the welfare of society 3. Contribution to the welfare of society Social studies by the Set up at the end of 2005, the Chair Multimedia resources for Welfare Projects held several conferences in 2008, journalists The "la Caixa" Social Studies four of which were given within the The communications department Series, provokes opinion through its framework of the cycle "Exterior of the Welfare Projects of publications examining key social projection of Spain" (in Madrid). "la Caixa" is responsible for making issues. These scrupulous and objective Other noteworthy conferences all publications, communications, reports loose none of their impact examined globalisation, sustainable and press releases regarding despite being widely available. development, community values and social, cultural, educational, public behaviour, the intellectual in environmental and scientific To date, 25 reports have been modern day society, and the Europe matters, available to the media. published, 2 of them in the year 2008, at the crossroads. addressing critical social concerns and A noteworthy new feature this year issues such as immigration, elderly The Chair also facilitates a series of are multimedia press releases and, care, and affordable housing. Each Master Classes held over several complete with video clips, these are report places the most pressing social sessions and awards attendees a available to all journalists through issues squarely in the public area. certificate or diploma. In this way the the press room of the Welfare Chair avails of the opportunity to offer Projects of "la Caixa. systematic developments in relevant cultural issues, in both the humanistic and scientific fields. In 2008, five Master Classes were held in Madrid, chaired by renowned intellectuals and covering issues such as immigration, In 2008, the Research Department benchmarking Spain using Spanish landscape and territory, and of "la Caixa" published new public international marketplace indices. the labyrinths of power. interest studies. An example is the Another study published in the same the "la Caixa" Economy and Economic Study that examines the series, "Time and Money: How much Society Chair The "la Caixa" Economy and social and personal consequences does commuting cost?", ascribes Apart from social studies publications, Society Chair has also published of population aging. a monetary cost to the time spent the Research Department of "la Caixa" a book titled, El tiempo que llega. commuting to and from work. organises conferences throughout Once miradas desde España (The A significant addition to research Spain through the "la Caixa" Economy time it takes. Eleven perspectives issued under the "la Caixa" Another demonstration of our and Society Chair. These events from Spain). The book essentially 'Economic Documents Series' commitment to sustainability was, promote academic discussion and collates the entire lecture series was also published last year. for the third successive year, debate in an environment of intellectual that comprised Un horizonte para The 'Shedding Light on Spanish exclusively electronic publication excellence that tables the matters España (An Horizon for Spain), which external competitiveness' report of the Spain: 2008 Economic and issues of greatest importance to the Chair organized during the first examines external competitiveness, Yearbook. society today. semester of 2006. Corporate Responsibility Report "la Caixa" 2008 182 Corporate Responsibility Report "la Caixa" 2008 183 3. Contribution to the welfare of society fOr thE thIrD yEar IN SuCCESSION, "la CaIxa" PrESENtED thE aNNual ECONOMIC yEarBOOk ExCluSIvEly IN ElECtrONIC fOrMat, IN IlluStratION Of ItS COMMItMENt tO ECOlOGy aND SuStaINaBlE rESPONSIBIlIty The following is a summary of Chair activities in 2008: • Organised or sponsor activities like: the "la Caixa" Corporate Social - 1st Seminar on Corporate Social responsibility and Corporate Responsibility Governance Chair - 15th Internacional Symposium on In 2005, in collaboration with the IESE Ethics, Business and Society. business school, "la Caixa" founded • Distributed a wide range of 'The Corporate Social Responsibility publications including everything from and Corporate Governance Chair'. This current affairs commentary, chapters 4 endeavours to provide in-depth analysis of books, research documents, and of current financial market conditions articles from specialist publications. and provoke ethical and socially • Prepared and published a series Glossary responsible action. of pamphlets, the initial two issues were devoted to Social responsibility Furthermore, the Chair facilitates of SMEs and Alliances between meetings between CEOs and corporate enterprise and social & Managing Directors of some of the community organisations. most prestigious companies, and hosts symposia of experts and master classes with respected and internationally renowned personalities. thE "la CaIxa" ECONOMy aND SOCIEty ChaIr PrOMOtES aCaDEMIC INItIatIvES Of INtEllECtual ExCEllENCE that for further information, visit the DEal WIth IMPOrtaNt MattErS aND web of research Department: ISSuES Of GrEat SOCIal CONCErN www.lacaixa.es/research Corporate Responsibility Report "la Caixa" 2008 184
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