Intesa Sanpaolo takes great care in assessing the health and safety risks for employees through a special management system in compliance with the most important national standards. Monitoring of over 1,000 organisational units was constant, with in-depth site inspections allowing the “Risk Assessment Document” to be kept up to date and available to all employees. The management process for risks at Group offices has been finalised, in close cooperation with the relevant company functions, achieving a reduction in greater risk factors of more than 78% compared to 2013. Furthermore, the preliminary assessment of the work-related stress risk was updated, taking into consideration new homogeneous groups based on analysis of branches operating with extended working hours. In particular, an in-depth analysis of the risk for switchboard operators, security guards, IT system technicians and contact unit operators was performed, using a method developed in partnership with the Occupational Health Clinic of the University of Milan. Analysis of indicators shows no significant presence of work-related stress. In quality terms, the result is consistent with the outcomes of health monitoring examinations on employees apparently in good health, with a greater percentage of employees judged to be in good/excellent general health (91%) and with a disorder/illness frequency lower than that of the general population. In 2014 the video terminal operators classification was updated (subject to specific health supervision) through the Work Sampling activity, with a particular focus on branches operating extended opening hours and through the involvement of head office organisational units heads.
Once again in 2014 Intesa Sanpaolo was actively committed to protecting employees and customers by taking action to prevent branch robberies and to manage its staff in emergency situations. Personal protection is the key principle behind all initiatives undertaken to protect branches from the risk of robbery: training, enhancement of safety technology measures and consolidation of security services. The training, designed to make employees aware of the correct conduct for their own and others’ safety, is based on the sound experience of Intesa Sanpaolo’s physical safety experts. The training is provided by high-level interaction in the classroom to encourage active participation and mentoring by personnel operating locally in such a way that the learning process continues, even after the training activities, in everyday relations. The safety technologies aim to reduce the appeal of branches to robbers by reducing the amount of cash at counters, separation into multiple vaults fitted with delayed opening devices and custody in high-security areas. Another deterrent is the ability to recognise the perpetrators of crimes through the use of advanced video surveillance compliant with guaranteed protection of privacy provisions. In addition, access to areas where valuables are held has been reduced through the set-up of high-security areas. The replacement continued of armed guards with GSS (Global Security System) “virtual guards”, a system offering remote surveillance of premises using bidirectional video instruments.
Furthermore, the focus on personal protection is a constant factor in distribution model development projects that allow the creation of synergic opportunities among the needs for physical safety, commercial growth objectives and the need for personal protection at the same time. An example is the organisation of branches with extended opening hours where, despite the increased time for banking service provision, no criminal situations have been recorded during the extended hours as a result of the behavioural and technology cautions established.
In 2014 further innovation was introduced in the distribution models, which take personal protection into consideration, particularly through the specialisation of retail branches into hubs, branches and advisory points.
RISK MANAGEMENT IN THE RETAIL BRANCH SPECIALISATION PROJECT
To meet customer needs, in 2014 the retail branches were divided into three segments with different management models for cash-based services and resulting opportunities for personal safety:
- hubs: cash-based services throughout opening hours
- branches: cash-based services only in the morning
- advisory points: no cash-based services
To maximise personal protection benefits for those affected by this segmentation, different additional solutions were adopted. These include:
- installation of emergency health alert systems for the smaller branches
- installation of cash in-cash out devices for the smaller branches
- time-lock development for the safes
- increased installation of vaults with timers
- increased installation of security cabinets
- display of safety messages
Also in 2014, this constant focus on safety aspects allowed the Group to achieve significant results in terms of reducing the number of robberies committed and, more importantly, of offering more effective protection to individuals at branches. Since 2007, the year in which 451 robberies at Group branches were recorded, the number has decreased drastically to 60 in 2014 (-43% compared to 2013).
Post-robbery support activities continued through help from specialists at Milan University, arranged with the voluntary prior consent of interested parties, provided by the company doctor and – in cases considered more critical (given the dynamics of the event) - also by psychologists. A special assessment was performed for workers seconded abroad, by means of a specific homogeneous group and taking into account the following aspects: environmental, health and hygiene, logistics and personal safety. With regard to assessment of the risk scenarios, a specific checklist was prepared containing a series of standard items to identify the presence of any risks. Particular subjective health conditions of personnel seconded abroad were assessed by the Qualified Physician, at the request of the interested party, both prior to departure and on return to Italy. The seismic risk assessment was finalised - implemented both as a preventive measure in relation to local risk and building vulnerability and following a seismic or other external event - in relation to the maintenance of the static solidity requirements of buildings. Based on the maximum safety principle, to protect the health of workers exposed to substances that could be inhaled after vaporisation, in 2014 the ban on smoking was extended to include e-cigarettes. With regard to food and beverage distribution, a control plan was prepared for the levels of services contracted out, assigning this activity to a company specialising in the food sector. This plan involves verifications which assess compliance with health and hygiene requirements of the vending machines and the areas in which they are installed, also through microbiological analysis. The focus on health and safety issues was also constantly backed by specific training and education activities which in 2014 focused in particular on specific training for Organisational Unit Heads. All other existing training initiatives continued, for a total of more than 53,000 training hours on health and safety during the year.
Furthermore, the constant strengthening of crisis management procedures, solutions and mechanisms again in 2014 allowed the relevant company department to profitably ensure service continuity and the safeguarding and protection of employees and customers during particular environmental and social crises. In particular:
- emergencies caused by very bad weather and by seismic events in areas of certain local offices in Italy (Liguria, Marche, Tuscany) and abroad (New York, Serbia);
- persisting international crises in Egypt, Ukraine and Hong Kong;
- repeated social protests in Italy in the vicinity of Group offices in the major Italian cities;
- power blackouts at the Branch in Amsterdam, the Headquarters in Torino Lingotto and the Finance campus in Piazza Scala, Milan;
- prolonged data and phone line breaks at the headquarters in Via Langhirano, Parma, due to flooding of the Telecom main exchange in Parma.