Indicator table

Description GRI Page
Statement from the most senior decision-maker of the organization about the relevance of sustainability to the organization and its strategy 1.1 8-9
Description of key impacts, risks, and opportunities 1.2 8-9, 16, 34, 49-50
Organizational Profile    
Name of the organization 2.1 3
Primary brands, products, and/or services 2.2 17-21
Operational structure of the organization, including main divisions, operating companies, subsidiaries, and joint ventures 2.3 18-21
Location of organization's headquarters 2.4 3
Number of countries where the organization operates, and names of countries with either major operations or that are specifically relevant to the sustainability issues covered in the report 2.5 20-21
Nature of ownership and legal form 2.6 3
Markets served (including geographic breakdown, sectors served, and types of customers/beneficiaries). 2.7 17-19
Scale of the reporting organization 2.8 17
Significant changes during the reporting period regarding size, structure, or ownership 2.9 11
Awards received in the reporting period 2.10 33, 63, 86, 135,136,150
Reporting period (e.g., fiscal/calendar year) for information provided 3.1 11
Date of most recent previous report 3.2 11
Reporting cycle (annual, biennial, ecc.) 3.3 11
Contact point for questions regarding the report or its contents 3.4 187

Process for defining report content, including:
- Determining materiality;
- Prioritizing topics within the report;
- Identifying stakeholders the organization expects to use the report

3.5 10, 40-41, 58, 94
Boundary of the report (e.g., countries, divisions, subsidiaries, leased facilities, joint ventures, suppliers) 3.6 11, 18-19
State any specific limitations on the scope or boundary of the report 3.7 10-11
Basis for reporting on joint ventures, subsidiaries, leased facilities, outsourced operations, and other entities that can significantly affect comparability from period to period and/or between organizations 3.8 18-21
Data measurement techniques and the bases of calculations, including assumptions and techniques underlying estimations applied to the compilation of the Indicators and other information in the report 3.9 10, 99, 117, 137, 140
Explanation of the effect of any re-statements of information provided in earlier reports, and the reasons for such re-statement 3.10 10-11, 99
Significant changes from previous reporting periods in the scope, boundary, or measurement methods applied in the report 3.11 10-11
Table of indicators and contents 3.12 182-188
Policy and current practice with regard to seeking external assurance for the report 3.13 10
Description GRI Page
Governance structure of the organization, including committees under the highest governance body responsible for specific tasks, such as setting strategy or organizational oversight 4.1 22-23
Indicate whether the Chair of the highest governance body is also an executive officer 4.2 25-26, 28-29
Number of members of the highest governance body that are independent and/or non-executive members 4.3 24, 28
Mechanisms for shareholders and employees to provide recommendations or direction to the highest governance body 4.4 32
Linkage between compensation for members of the highest governance body, senior managers, and executives and the organization's performance (including social and environmental performance)1 4.5 27, 31
Processes in place for the highest governance body to ensure conflicts of interest are avoided 4.6 22
Process for determining the qualifications and expertise of the members of the highest governance body for guiding the organization's strategy on economic, environmental, and social topics 4.7 26, 29-30
Internally developed statements of mission or values, codes of conduct, and principles relevant to economic, environmental, and social performance and the status of their implementation 4.8 13, 16, 38, 44, 46-47, 57-58, 93-94, 119, 127, 131, 133-134, 157-158
Procedures of the highest governance body for overseeing the organization's identification and management of economic, environmental, and social performance, including relevant risks and opportunities, and adherence or compliance with internationally agreed standards, codes of conduct, and principles. 4.9 27, 34, 38-39
Processes for evaluating the highest governance body's own performance, particularly with respect to economic, environmental, and social performance 4.10 27, 30-31
Explanation of whether and how the precautionary approach or principle is addressed by the organization 4.11 23, 27, 30-31, 34, 38
Externally developed economic, environmental, and social charters, principles, or other initiatives to which the organization subscribes or endorses 4.12 22, 44, 46-47, 67, 77, 134, 151
Memberships in associations (such as industry associations) and/or national/international advocacy organizations 4.13 45
List of stakeholder groups engaged by the organization 4.14 41, 55
Basis for identification and selection of stakeholders with whom to engage. This includes the organization's process for defining its stakeholder groups, and for determining the groups with which to engage and not to engage 4.15 40-41
Approaches to stakeholder engagement, including frequency of engagement by type and by stakeholder group 4.16 40-43
Key topics and concerns that have been raised through stakeholder engagement, and how the organization has responded to those key topics and concerns, including through its reporting 4.17 42-43

1 Code of Ethics pag.12 Sito internet

13, 16, 48-53
Economic Performance 17, 48-53
Market Presence 17, 58-59
Indirect Economic Impacts 57-58, 60, 66, 79-88, 157-158, 162, 163, 168
13, 38-39, 133-134, 136, 148, 151
Materials 146-147
Energy 136-139
Water 144-145
Biodiversity 150-151
Emissions, Effluents, and Waste 140-142, 145-146
Products and Services 148-155
Compliance 39, 147
Transport 141-142
Social: Labour Practices and Decent Work3
13, 38-39, 93-94
Employment 94-97
Labour/Management Relations 108-110
Occupational Health and Safety 113-117
Training and Education 103-105, 111
Diversity and Equal Opportunity 100-103
Social: Human Rights 3
13, 38-39, 45, 46-47, 127, 151
Investment and Procurement Practices 127
Non-discrimination 100-103, 128
Freedom of Association and Collective Bargaining 109
Abolition of Child Labour 46-47, 129
Prevention of Forced and Compulsory Labour 46-47, 129
Complaints and Grievance Practices 39
Security Practices 78-79, 113-117
Indigenous Rights 151
Social: Society4
13, 35, 38-39, 46-47, 157-158
Community 157-177
Corruption 35
Public Policy 45
Anti-Competitive Behavior 35, 38
Compliance 34-35, 38-39, 88
Social: Product Responsibility 3
13, 38-39
Customer Health and Safety 78-79
Product and Service Labelling 75-77
Customer Privacy 78
Compliance 34-35, 38-39, 88-89
Product and Service Labelling 74-77
FS15 Policies for the fair design and sale of financial products and services 62-63, 74, 79, 84
Financial Service Sector specific dislosure on management approach 3
13, 38-39
Product portfolio:  
FS1 – Policies with specific environmental and social components applied to business lines 38, 79, 131, 149, 150-151, 163, 168
FS2 – Procedures for assessing and screening environmental and social risks in business lines 149, 150-151, 162
FS3 - Process for monitoring clients’ implementation of and compliance with environmental and social requirements included in agreements or transactions 150-151
FS4 - Process(es) for improving staff competency to implement the environmental and social policies and procedures as applied to business lines 104-105, 153-155
FS5 - Interactions with clients/investees/business partners regarding environmental and social risks and opportunities. 81-88, 149-151
Audit 38-39
Active Ownership 67

1 Consolidated Financial Statements 2009, Sito internet
2 Environmental Policy, Sito internet
3 Code of Ethics, Sito internet
4 Code of Ethics Sito internet, Governance Report and Ownership Structure  Sito internet

Description GRI Core Page
Economic value generated and distributed, including revenues, operating costs, employee compensation, donations and other community investments, retained earnings, and payments to capital providers and governments EC1 X 51-53
Financial implications and other risks and opportunities for the organization's activities due to climate change EC2 X 34, 133
Coverage of the organization’s defined benefit plan obligations5 EC3 X  
Significant financial assistance received from government EC4 X 103
Range of ratios of standard entry level wage compared to local minimum wage at significant locations of operation EC5   99
Policy, practices, and proportion of spending on locally-based suppliers at significant locations of operation EC6 X 128
Procedures for local hiring and proportion of senior management hired from the local community at locations of significant operation EC7 X 97
Development and impact of infrastructure investments and services provided primarily for public benefit through commercial, in-kind, or pro bono engagement EC8 X 85-88
Understanding and describing significant indirect economic impacts, including the extent of impacts EC9   57-58, 60-64, 66, 79-88, 157-158
Materials used by weight or volume EN1 X 17, 146-147
Percentage of materials used that are recycled input materials EN2 X 146
Direct energy consumption by primary energy source EN3 X 137-139
Indirect energy consumption by primary source EN4 X 137-139
Energy saved due to conservation and efficiency improvements EN5   142-144
Initiatives to provide energy-efficient or renewable energy based products and services, and reductions in energy requirements as a result of these initiatives EN6   139, 141-144
Initiatives to reduce indirect energy consumption and reductions achieved EN7   142-144
Total water withdrawal by source EN8 X 17, 144-145
Water sources significantly affected by withdrawal of water6 EN9    
Percentage and total volume of water recycled and reused6 EN10    
Location and size of land owned, leased, managed in, or adjacent to, protected areas and areas of high biodiversity value outside protected areas6 EN11 X  
Description of significant impacts of activities, products and services on biodiversity in protected areas and areas of high biodiversity value outside protected areas EN12 X 151
Habitats protected or restored6 EN13    
Strategies, current actions, and future plans for managing impacts on biodiversity EN14   151, 179
Number of IUCN Red List species and national conservation list species with habitats in areas affected by operations, by level of extinction risk6 EN15    
Total direct and indirect greenhouse gas emissions by weight EN16 X 17, 140-141
Other relevant indirect greenhouse gas emissions by weight7 EN17    
Initiatives to reduce greenhouse gas emissions and reductions achieved EN18   140-142
Emissions of ozone-depleting substances by weight EN19 X 141-142
NO, SO and other significant air emissions by type and weight EN20 X 141-142
Total water discharge by quality and destination6 EN21 X  
Total weight of waste by type and disposal method EN22 X 145-146
Total number and volume of significant spills6 EN23 X  
Weight of waste deemed hazardous under the terms of the Basel Convention EN24   145

5 Consolidated Financial Statements 2009, p. 233-236 Sito internet
6 Not material for the Bank’s activities
7 Non vi sono ulteriori emissioni di gas a effetto serra significative

Description GRI Core Page
Impact of water discharges on water, flora and fauna1 EN25    
Initiatives to mitigate environmental impacts of products and services, and extent of impact mitigation EN26 X 148-155
Recycling of products sold and their packaging1 EN27 X  
Monetary value of significant fines and total number of non-monetary sanctions for non compliance with environmental laws and regulations EN28 X 147
Significant environmental impacts of transporting products and other goods and materials used for the organization’s operations and transporting members of the workforce EN29   141-142
Total environmental protection expenditures and investments by type EN30   147
Total workforce by employment type, employment contract, and region LA1 X 17, 95
Total number and rate of employee turnover by age group, gender, and region LA2 X 96-97
Benefits provided to full-time employees that are not provided to temporary or part-time employees, by major operations LA3   113
Percentage of employees covered by collective bargaining agreements LA4 X 108
Minimum notice period(s) regarding significant operational changes, including whether it is specified in collective agreements LA5 X 109
Percentage of total workforce represented in formal joint management-worker health and safety committees that help monitor and advise on occupational health and safety programmes LA6   114
Rates of injury, occupational diseases, lost days, and absenteeism, and number of work-related fatalities by region LA7 X 117
Education, training, counseling, prevention, and risk-control programmes in place to assist workforce members, their families, or community members regarding serious diseases LA8 X 113-116
Health and safety topics covered in formal agreements with trade unions LA9   114
Average hours of training per year per employee by employee category LA10 X 104
Programmes for skills management and lifelong learning that support the continued employability of employees and assist them in managing career endings LA11   103-105
Percentage of employees receiving regular performance and career development reviews LA12 X 98
Composition of governance bodies and breakdown of employees per category according to gender, age group, minority group membership, and other indicators of diversity LA13 X 24, 28, 94-95, 103
Ratio of basic salary of men to women by employee category LA14 X 99
Significant investment agreements that include human rights clauses or that have undergone human rights screening HR1 X 89-91, 151
Significant suppliers that have undergone screening on human rights HR2 X 129
Total number of incidents of discrimination and actions taken HR4 X 109
Operations identified in which the right to exercise freedom of association and collective bargaining may be at significant risk, and actions taken to support these rights HR5 X 46-47, 108-110, 129-131
Operations identified as having significant risk for incidents of child labour, and measures taken to contribute to the elimination of child labour HR6 X 46-47, 129-131
Operations identified as having significant risk for incidents of forced or compulsory labour, and measures to contribute to the elimination of forced or compulsory labour HR7 X 46-47, 129-131
Security personnel trained in the organization's policies or procedures concerning aspects of human rights that are relevant to operations1 HR8   
Total number of incidents of violations involving rights of indigenous people and actions taken2 HR9   89

1 Not material for the Bank’s activities
2 NNo incidents to report. For controversial issues see pag. 88

Nature, scope, and effectiveness of any programmes and practices that assess and manage the impacts of operations on communities, including entering, operating, and exiting SO1 X 151
Access points in low-populated or economically disadvantaged areas by type FS13 X 20-21
Initiatives to improve access to financial services for disadvantaged peoples FS14 X 60-64, 66, 158-162, 167
Percentage and total number of business units analyzed for risks related to corruption SO2 X 35
Percentage of employees trained in organization's anti-corruption policies and procedures SO3 X 105
Actions taken in response to incidents of corruption SO4 X 110
Public policy positions and participation in public policy development and lobbying SO5 X 45
Total value of financial and in-kind contributions to political parties, politicians, and related institutions by country1 SO6   163
Total number of legal actions for anti-competitive behaviour, anti-trust and monopoly practices and their outcomes2 S07   35, 88-89
Monetary value of significant fines and total number of non-monetary sanctions for non-compliance with laws and regulations2 SO8 X 88-89
Initiatives to enhance financial literacy by type of beneficiary FS16 X 64-65
Life cycle stages in which health and safety impacts of products and services are assessed for improvement, and percentage of significant products and services categories subject to such procedures PR1 X 78-79
Type of product and service information required by procedures, and percentage of significant products and services subject to such information requirements PR3 X 75-77
Total number of incidents of non-compliance with regulations and voluntary codes concerning product and service information and labeling, by type of outcomes3PR4 
Practices related to customer satisfaction, including results of surveys measuring customer satisfaction PR5   68-71
Programs for adherence to laws, standards, and voluntary codes related to marketing communications, including advertising, promotion, and sponsorship PR6 X 176
Total number of incidents of non-compliance with regulations and voluntary codes concerning marketing communications, including advertising, promotion, and sponsorship by type of outcomes3PR7 
Total number of substantiated complaints regarding breaches of customer privacy and losses of customer data PR8   73
Monetary value of significant fines for non-compliance with laws and regulations concerning the provision and use of products and services2 PR9 X 74
Percentage of the portfolio for business lines by specific region, size and by sector FS6 X 58-59, 86
Monetary value of product and services designed to deliver a specific social benefit for each business line broken down by purpose FS7 X 60-64, 66, 86, 157-162
Monetary value of product and services designed to deliver a specific environmental benefit for each business line broken down by purpose FS8 X 148-152
Coverage and frequency of audits to assess implementation of environmental and social polices and risk assessment procedures FS9 X 34, 38-39
Percentage and number of companies held in the institution portfolio with which there is interaction on environmental or social issues FS10 X 36
Percentage of assets subjected to positive and negative environmental or social screening FS11 X 151
Voting policies applied to environmental or social issues FS12 X 67

1 In Italy, donations to political parties, trade unions, institutions and Public Administration officers, are regulated by the L. Decree. 231/01
2 Consolidated Financial Statements 2008, pagg. 357-360 Sito internet
3 No incidents of this kind

Description Page
Customer complaints by type 72
Quality systems  (certifications, codes of conduct adopted) 77, 114, 136
Customers: Direct channels 77-78
Breakdown of employees according to education and gender 95
Breakdown of employees in branches according to role and gender 101
No. of participants in training (enrolled) 103
Training according to content 104
Training:  no. training days per year, average per employee and method 104
Internal communication: events and communication policies 106-108
Industrial relations: no. of days of absence and reason 109
Contentious : cases pending 110
Contentious : Disciplinary provisions 110
Diversity and equal opportunities: description of policies and programmes 100-103
Number of robberies 116
Share capital 32
Shareholder profile 32-33
Return on capital invested 121
Description of investor relations activities 122-123
Recommendations by analysts 123
Rating 122
Suppliers: Breakdown of administrative costs by type 128
Suppliers: Communication and information policies 129
Relations with non-bank associations and foundations 158-162
Microcredit projects: Loans granted 158-160
Description of communication activities and qualification of media used 176