PROGRESS 2008 AND GOALS 2009
CORPORATE
RESPONSIBILITY POLICY
STAKEHOLDER
ENGAGEMENT
CUSTOMER FOCUS
FINANCIAL INCLUSION
RESPONSIBLE FINANCE
OTHER RESPONSIBLE
PRODUCTS AND SERVICES
RESPONSIBLE MANAGEMENT
OF HUMAN RESOURCES
RESPONSIBLE
PROCUREMENT
ENVIRONMENTAL MANAGEMENT
AND CLIMATE CHANGE
COMMUNITY INVOLVEMENT
CORPORATE VOLUNTEER WORK
80
LINES OF WORK
Furthering the integration of CR policy in general strategy and in
the Group's business and support areas
Fostering the mainstreaming of CRR management through the CRR committee
Ratifying international agreements
Driving improvements within the sphere of Compliance
Rolling out a policy on Human Rights
Drafting of CR reports by Group banks in Latin America
Gauging priorities and perceptions of employees, customers and public opinion in Spain, Mexico,
Argentina, Chile, Peru and Colombia
Furthering the management integration of information gathered from stakeholders
Improving the consultation process with stakeholders focusing on the CR Report and CR management
Improving the quality of shareholder service
Improving communications channels with investors and shareholders
Improving communications channels with employees
Improving communications channels with customers
Facilitating the cooperation of shareholders and customers in the Group's lines of community investment
Raising the level of satisfaction amongst customers in Spain, Mexico, Argentina, Peru, Chile and Colombia
Improving accessibility to financial services for all segments
Projects designed to ease access to credit for un-banked segments in Latin America
Facilitating financial inclusion for segments that are disadvantaged or have special needs
Progressing in the application of the Equator Principles
Advancing in the consideration of environmental factors in credit risk • Improving policy on defence industry lending
Improving the model for preventing both money laundering and the financing of terrorist activities
Developing Socially Responsible Investment
Developing products and services with environmental criteria
Developing products for special needs groups
Improving the Group's work climate survey
Furthering initiatives for the reconciliation of work and personal life
Pursuing other initiatives for the personal and professional development of employees
Advancing in internal CR training
Updating the supplier approval questionnaire based on the principles of the Global Compact and Standard SA 8000
Disseminating the Global Compact amongst suppliers
Driving community projects with suppliers
Increasing the number of ISO 14001 certificates awarded to the Group's landmark buildings
Reducing the Group's direct environmental impacts
Implementing the Community Investment Plan for Latin America
Fostering research and knowledge development
Improving the assessment of the impacts of community investment projects
Defining the Community Investment Plan in Spain
Forging alliances with organisations working with disabled people in Spain in order to further their integration
New line: boosting activities in education, including financial literacy
Corporate volunteer work
RRC Strategic Plan:
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