This chapter includes the value of relations with key stakeholders; the trust that Intesa Sanpaolo has developed and intends to protect, enhancing its image and reputation.

SHARED VALUE GENERATED BY INTESA SANPAOLO

  • Increase in the reputation asset
  • Reduction in the social costs of corruption
  • Development of trust capital
  • New customer retention/acquisition
  • Quality of relations with stakeholders
  • Attraction of new investors
  • Development of innovation
  • Work-life balance

Relations with stakeholders: involvement and listening

Stakeholder

  • Network employees of the pilot regional areas of “Insieme per la crescita” (Together for growth)
  • Trade unions
  • Market coordinators
  • Employees and Managers

Listening method

  • 4 Focus Groups with branch employees and 1 Focus Group with branch Managers
  • 1 Focus Group
  • 4 face-to-face interviews
  • Climate survey

Issues discussed

  • Enhancement of employees (training, incentive policies, diversity)
  • Quality of life in the Company (welfare, work-life balance, health and safety)
  • Service Model development
  • Employee satisfaction
  • Perception of one's role in the Bank
  • Manager-employee relationship

Stakeholder

  • Small shareholders' associations
  • SRI investors

Listening method

  • Telephone interviews with A.D.B.I., E.d.I.V.A., Associazione Azione Intesa Sanpaolo
  • Telephone interviews with OEKOM, Sustainalytics, Banque Postale and J. Safra Sarasin

Issues discussed

  • Social and environmental issues impacting all stakeholders
  • Analysis methods of rating companies and SRI investors
  • Strengths and areas of improvement for the Intesa Sanpaolo Group

Stakeholder

  • Professional associations
  • Household, Personal and Senior customers
  • Household customers
  • New entrepreneurs
  • Corporate Customers

Listening method

  • 6 telephone interviews to the major Italian professional associations
  • 2 workshops, 10 focus groups, 1500 CATI interviews
  • 12 focus groups
  • 24 ethnographic interviews
  • 120 experiential homework assignments
  • Desk survey and CATI survey involving 1,400 young businesses
  • 5 focus groups
  • 2,100 CATI interviews
  • 210 CAWI interviews
  • 21 face-to-face interviews

Issues discussed

  • Strengthening of companies' competition
  • Assistance to companies in accessing financing channels
  • Support to strategic business projects
  • Support to the green economy
  • Expectations and perceptions with regard to new business to be developed in the Banca Estesa branches
  • Needs and expectations of households in relations with the Bank
  • Development of new products and services
  • Expectations of young and/or highly technological entrepreneurs on specific banking and non-banking support services with respect to their requirements
  • Support from the Bank, particularly on the issues of innovation and business internationalisation

Stakeholder

  • Suppliers

Listening method

  • Online questionnaire to a sample of 300 suppliers

Issues discussed

  • Quality of relations with suppliers
  • Development of sustainability elements in the supply chain
  • Results published in the report “Stakeholder engagement activities 2014” on the website

Stakeholder

  • Community and environment

Listening method

  • Banktrack
  • Fondazione Housing Sociale interview
  • Caritas interview

Issues discussed

  • Areas of research and analysis by the associations
  • Ideas for improvement for the Intesa Sanpaolo Group
  • Social housing demand
  • Areas for development and possible role of the Bank in meeting the demand for social housing
  • Social exclusion and needs of people in difficult conditions
  • Areas for development and possible role of the Bank in supporting people in difficult situations

Integrity and rigour in corporate conduct

PREVENTION OF CORRUPTION

  • 60%
     
  • of employees
    trained
  • 53,504 at Group Level

COMPLIANCE WITH TAX REGULATIONS

  • 1,781 mln euro
  • direct taxes
     
  • ( at Group Level )

FRAUD
PREVENTION

  • 2.5 mln
    euro
  • fraudulent transactions blocked

Offering valued service to costumers

The quality of life in the company

  • CLIMATE ANALYSIS
  • IN-DEPTH INTERVIEWS
  • LOCAL SESSIONS
  • PEOPLE CARE
  • MOBILITY MANAGEMENT
  • ASSOCIAZIONE LAVORATORI INTESA SANPAOLO
  • GROUP HEALTH SERVICES
  • MOBILITY
  • COMPANY CRÈCHES
  • SUMMER CAMPS
  • FLEXIBLE WORK

Relations with the supply chain

SUPPLIERS WITH ENVIRONMENTAL CERTIFICATIONS

  • +27.24%
  • vs. 2013

SUPPLIERS WITH ENVIRONMENTAL
POLICY

  • +35.53%
  • vs. 2013

SUPPLIERS WITH
A SA 8000
CERTIFICATION

  • +44%
  • vs. 2013

Relations with the community

In 2014, the Intesa Sanpaolo Group recorded overall contributions to the community, measured according to the model of the London Benchmarking Group (LBG), of 60.2 million euro (up 3.6% over the prior year), representing 1.75% of the income before tax from continuing operations.

Cash contributions to the community


Breakdown by reason

Breakdown by scope of intervention