SUPPLEMENTARY INFORMATION CRR 2008
Corporate Responsibility Report 2008
10
STAKEHOLDER CONSULTATION PROCESS 2008
From September 2007 to January 2008 the BBVA Group, in partnership with
Responsables Consulting, S.L., conducted the third edition of the Stakeholder
Consultation Process, which the company had previously held on an annual basis
and which has involved both the principles contained in the October 2006 version of the G3 Guidelines of
the Global Reporting Initiative (GRI) Sustainability Reporting Framework and the content of the AA1000
Assurance Standard of AccountAbility.
Since 2005, these consultation processes have been used to constantly improve the quality of the
information contained in the company’s annual reports, and the group has looked upon them as part of a
discussion process that has singled out those matters deemed to be of interest by stakeholders as regards the
company and how these were being addressed in its operating countries.
Furthermore, the consultation held between September 2007 and January 2008 involved the greatest
effort made up to that moment in terms of the geographical scope of such processes within the heart of the
Group. It provided a series of results that have been used not only to draft more “material” and balanced
sustainability reports, but also to define a number of the strategic lines that are now part of BBVA Group
policies.
Matters of interest in the field of CR 2007-2008
Ranking of the issues considered as relevant in Spain Ranking of the issues considered as relevant in Latin America
1. Instruments for ethical management
2. Fair treatment and protection of customers
3. Environmental management and policies
4. Financial products that promote CR
5. Accessibility to financial products
6. Management, planning and monitoring of CRR strategies
7. Direct and indirect impact of financial activity
8. Community support
9. Corporate governance system
10. Development of responsible human resources policies
Accordingly, the manner in which the specific consultations complement all the other permanent
channels of consultation and dialogue that BBVA maintains with stakeholders has meant a solid base has
been laid for determining the frequency of consultations of this nature over time.
However, 2008 has been especially turbulent. The economic situation prevailing throughout most of the
year has also had a bearing on the stability of the sum of matters of interest identified in prior years,
especially on the order of priority given to the overall issues from the perspective of stakeholders.
For this reason, and although the last consultation was held in 2008, the BBVA group has deemed it
convenient to conduct a specific analysis in 2009 to assess the validity and relevance of those matters
singled out in prior years. This analysis was made in January and a panel of delegates was convened for the
purpose in representation of those business areas in direct contact with stakeholder demands, being joined
by members of the company's research department and two independent experts.
The methodological approach involved a workshop that was focused on and structured around those
matters of interest identified in previous consultations. The panel thus proceeded to review each issue
through an appraisal of the general socio-economic context and the implications for its validity and
1. Community support
2. Management, planning and monitoring of CRR strategies
3. Impact on local development
4. Development of responsible human resources policies
5. Transparency in reporting
6. Fair treatment and protection of customers
7. Accessibility to financial products
8. Environmental management and policies
9. Instruments for ethical management
10. Financial products that promote CR
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