SUSTAINABILITY - Millenniumbcp · Sustainability 1st half of 2013 ... 6 Actions - Mystery Client...

Overview

1st half of 2013

Portugal

SUSTAINABILITY ACTIVITIES

Sustainability 1st half of 2013 - Portugal

Millennium bcp continues committed to being transparent in

the communication it establishes with its Stakeholders, a

commitment translated in the periodical reporting of the

Bank's activity and results through the several

communication channels that it renders available.

This document intends to materialize the commitment

assumed within the scope of the Responsible Business,

informing the Stakeholders on the main actions/initiatives

carried out by the Bank (Activity Portugal), during the first

six months of 2013.

Framework and Objectives

Legal obligations and duties Programme "Culture of Rigour"

Quality Customer Service

Products and Services Ethic and Responsibility

Employees Respect for the career

Financial Literacy Financial Planning

Support and Proximity to the Community Sharing and Contributing

Volunteer Actions Promoting and Participating

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Sustainability 1st half of 2013 - Portugal Legal obligations and duties

Culture of Rigour

Millennium bcp considers that the respect for its mission and values and also

the compliance with its strategy depends on each Employee and therefore it

fosters a culture of rigour and responsibility, based on permanent information

disclosure, training and monitoring mechanisms, able to ensure strict

compliance with the established rules of conduct.

3


Software Actimize

Following the implementation in 2012 of the Actimize, a monitoring and control software for the

prevention of money laundering and terrorism financing (AML/CFT), the bank functionally restructured

the processes monitoring and control area through the creation of alerts on entities, accounts and

transactions. The new alerts model consists of the decentralization of the 1st assessment line into the

business and operating areas, implying greater involvement of the institution in AML/CFT.

Legal obligations and duties

Culture of Rigour

Training

Concerning training on compliance issues, the bank

reinforced the skills of the Employees by means of the e-

learning course - Money Laundering and Fight Against

Terrorism Financing -.

Code of Conduct

The Bank started a full revision of its Code of Conduct, a

document that establishes the main principles and

guidelines to be observed in the exercise of the activities

developed by Millennium bcp.

Participation of

8,688 Employees

4

Sustainability 1st half of 2013 - Portugal Quality

Customer Service

In Millennium bcp the quality of service is ensured by the ongoing

implementation of initiatives that contribute to achieve an enhanced rigour and

control of execution, ensuring that the operational and business processes

function in an efficient and reliable manner, being continuously monitored and

perfected, thus contributing to a progressive increase of customer satisfaction.

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Achieve a rapid resolution of any eventual less positive

servicing;

Improve the model by significantly increasing the reply rate.

The number of monitoring actions increased five times, making

the decision-making process even more reliable;

A reduction of more than 80% in the cost per questionnaire

received/year;

Elimination of a large amount of questionnaires in paper,

making the process more environment friendly and less

expensive.

Quality

Customer Service

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Actions - Mystery Client

The action - Mystery Client - was reinforced - currently 4 visits are made every year, per

Branch, enabling a more permanent evaluation and more detailed information on the

compliance with the guidelines and regulations related with Customer Service in branches.

Client's satisfaction management

The Bank implemented a new Customer Satisfaction management model based on the Assessment of

Experiences. This assessment is carried out immediately after the Client's interaction with the Bank, and enables

to:


Bank's website

To improve Customer service through its website, the Direct

Banking Department implemented the following actions:

A forum with Employees on the individuals website for sharing

experiences, views and suggestions;

Usability testes to individual and company customers in order

to identify obstacles/difficulties in making consultations and

transactions through the Bank's website.

Quality

Customer Service

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Service to Sales

Launching of the new personal assistance model for the Mass Market

segment - Service to Sales -, entirely focused on Service to the

Customer, able to accompany any issue handled by any Employee at

any Customer servicing position of the Branch. It enables the bank to

be closer to its Clients, to get to know them and serve them better

and to contribute, in a decisive manner, to increase Customer

satisfaction and improve the Bank's results.

Sustainability 1st half of 2013 - Portugal Products and Services

Ethics and Responsibility

Millennium bcp is aware that ethic in business can only be complete if it

ensures entrepreneurial sustainability and improves the quality of living of the

human being and the future of the planet. In that sense, it provides a complete

and comprehensive offer of financial products and services to each Client

segment, to be able to provide assistance to its customers in an innovative

manner, adjusted to the social economic framework existing ant any moment.

8


Approval and development

Within the scope of the launching of new products and/or services and taking into consideration the need to

maintain an organizational framework able to manage the several risks thereto associated, the bank improved the

formal process for their approval and development to make it more sustainable by means of the involvement of

more Bank areas and the introduction of new assessment tools.

Products e Services


9

Financial Advisory Services

Aiming at continuing to be able to support Customers with

financial difficulties and avoid default, the bank

continued to promote its Financial Follow-up Service,

providing an online simulator presenting a set of solutions

that fit the Client's specific financial situation.

25,333 Contractual Amendments

9,294 Real Estate Loans

16,039 Consumer loans

630 million Euros restructured

557 Real Estate Loans

73 Consumer loans

Sustainability 1st half of 2013 - Portugal Products e Services


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Millennium bcp Microcredit

The Bank continued to support and award entrepreneurs with

feasible projects by means of the microcredit, continuing to

develop efforts to promote and disclose this product, namely by:

Signing 20 entrepreneurial cooperation protocols;

Participating in 120 events for the disclosure and promotion of

employment and entrepreneurship;

Holding more than 300 meetings with institutional entities.

>1 Million EUR financed

96 Operations carried out

158 new jobs created

Responsible Investment Funds (RIF)

Millennium bcp meets the needs of investors that

consider important to contemplate social and

environmental risk factors in their financial

investments, placing at their disposal, for

subscription, Responsible Investment Funds through

the online platform of Millennium bcp and

ActivoBank.

www.millenniumbcp.pt ActivoBank

4,290 Thousand EUR

portfolio 770

639,588 New EUR

subscribed 26,079

15 Funds RIF 14


e-Statement

The bank continued to promote the subscription of the e-Statement,

by means of several actions, namely:

The ones made on specific moments, via site/e-mail and/ or sms, -

Take part in the World's Preservation – and - the Environment World

Day -, in the wake of the celebration of the Earth Day and the

Environment World Day, respectively;

American Express continued to promote the individual e-statement, a

service already subscribed by 33% of the card holders, 20% more than

in the first six months of 2012.

Products e Services


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Minimum banking services account

Aimed for Clients that do not hold any account in the banking

system, the minimum banking services account intends to

reduce the factors that potentiate social exclusion by means

of access to opening a banking account, subscribing a debit

card and accessing the home banking service.

1,191 Total of active accounts

453 New accounts


Non-profit Organizations Account

In order to facilitate the inclusion of the institutions of the Third Sector

in the financial system, Millennium bcp offers the current account –

Non-profit Organizations Current Account -. Offering special conditions,

it does not require a minimum opening amount and its holders do not

have to pay maintenance or overdraft fees.

Products and Services


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Financing the social sector – Social Investe -

Millennium bcp signed a protocol with Instituto de

Emprego e Formação Profissional, the Cooperative

António Sérgio para a Economia Social (CASES) and the

Mutual Guarantee Societies. This protocol defines a credit

line amounting to 12.5 million Euros – Social Investe - for

the provision of support to the Social Economy, for

entities that are part of the social sector.

5,500 active accounts



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Support the creation of Self-employment

Within the scope of the protocol established with

Instituto do Emprego e Formação Profissional (IEFP)

and with the Mutual Guarantee Societies, the bank

continued to provide support to investment projects

implying the creation of companies by unemployed

people offering them subsidized financing lines, the

credit lines - Microinvest Line and Invest+ Line -.

354 thousand Euros in funding granted

15 Operations completed

Support to Agriculture and Fishing

To support Agriculture and Fishing, the bank remained

available to grant funds, under the protocol

established with IFAP (Instituto de Financiamento da

Agricultura e Pescas), through the credit lines –

PRODER/ PROMAR and IFAP Curto Prazo -.

2.3 million Euros in funding granted

47 Operations completed



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Support granted to Turismo de Portugal

Credit lines resulting from a protocol established between Millennium bcp

and Turismo de Portugal for the purpose of enabling companies to benefit

from a credit line for projects aimed at the requalification of tourist

complexes and at the creation of new tourist complexes, restaurants and

leisure activities. More than 461 thousand Euros in funding granted.

Support the growth of the economy

Under the protocols signed with the IAPMEI, PME

Investimentos (Line Managing Entity) and the Mutual

Guarantee Societies to support investment projects or

increase the working capital, the Bank maintained the

Linha PME Crescimento active.

>147 million Euros in funding granted

1,980 Operations completed

Financing development

In the wake of the protocol signed with the Portuguese State through

Instituto Financeiro para o Desenvolvimento Regional (IFDR) and the Mutual

Guarantee Societies, the bank continued to grant the credit line – INVESTE

QREN - a line that helps companies have access banking credit, face treasury

needs and implement their respective investment projects. More than 513

thousand Euros in funding granted.

WE BELIEVE IN THE

COMPANIES THAT

MAKE PORTUGAL GO

FORWARD

Sustainability 1st half of 2013 - Portugal Employees

Respect for the career

Millennium bcp is the reflection of the excellence of its Employees and

considers them to be paramount in the success of the institution and its

sustainable development. The management of the career of each employee is a

strategic pillar of the high quality service provided and of the ongoing support

to Clients.

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Training

The bank continued to foster the sharing of technical knowledge

through the e-learning platform, using the indoor training for

behavioural training. Concerning technical training, we must point

out the launching of courses on the prevention of credit default,

addressed to individual clients (PARI, PERSI and REP). Speaking of

behavioural training, apart from the managing staff development

programs, the bank is concentrating its efforts on areas subject to

transformation processes, namely the Retail Credit Recovery Division

and the Specialized Credit Recovery Division.

Employees


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Motivation

By means of its Development Programmes, the bank continued to promote motivation, betting on the

relevant role played by the Employees in the management of their careers. Aimed at Employees

showing high performances, those programmes intend to provide opportunities for the acquisition of

competences, so that they may, in the future, exercise more complex functions, involving a high

degree of responsibility. One must highlight the launching of the - Master in Millennium (1st edition)

and of Grow Fast (3rd edition) - with the participation of 64 Employees.

Technical training Behavioural training

21,000 Participants1 3,000

29,000 Training hours 14,500

1An Employee may have participated in more than one training action.


Sharing knowledge

In the context of sharing knowledge and developing competences, we must highlight the actions made indoors

and addressed to all Employees, organized by the following of the bank's Divisions:

The Direct Banking Division promoted two theme weeks for the discussion and sharing of themes - The Border

of Safety and Companies e-banking -; they had an approximate duration of two hours and 40 Employees, per

session;

The Litigations Division continued the cycle of Conferences on Banking Law and held the 9th Conference on the

theme - Competition Law.

Employees


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Sustainability 1st half of 2013 - Portugal Financial Literacy

Financial Planning

Millennium bcp promotes and contributes to increase the level of financial

knowledge and the adoption of an appropriate banking behaviour so as to foster

the well-being of the population and the stability of the financial system. As an

institution, it guides its positioning and management by sustainability and

entrepreneurial citizenship standards, contributing for the achievement of a

financial planning mentality by a new generation of consumers.

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Good Practices, Sound Accounts

Millennium bcp participated in the Work Group of Associação Portuguesa de

Bancos (Portuguese Banks Association), together with several financial

institutions, thus contributing for the development and launching of the

website Financial Literacy - Good Practices, Sound Accounts - the first joint

project specialized in financial education promoted by the financial sector.

Financial Literacy

Financial Planning

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Finance Manager

In what concerns financial management, the bank continued to promote the

subscription of the tool - Financial Manager -, via website and Millennium App, an

instrument that facilitates the management of expenses and the planning of savings.

This tool has, since its implementation (June 2012) more than 14,200 users.

Kit for unexpected expenses

Still in terms of financial education and emphasizing the importance that the financial education has in the

relation established by the Bank with its Clients, the bank continued to provide contents for the Kit for

unexpected expenses - a communication instrument made available at the Bank's website that presents solutions

to help a client balance his/her personal budget.

Sustainability 1st half of 2013 - Portugal Support and proximity to the Community

Sharing and Contributing

The actions developed by Millennium bcp with the community, in the scope of

the social responsibility programmes, are many and comprehend areas such as

education, culture, charity, solidarity and the activities developed within the

community, some of them part of volunteering programmes. The promotion

and creation of opportunities for the participation of Employees, as volunteers,

in actions outside the scope of their daily activities fosters the feeling of pride,

belonging and identification with the vision, mission and values upheld by the

Bank.

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Fundação Millennium bcp

Fundação Millennium bcp continues focused on the production and generation of benefits for society by

participating in projects oriented towards culture, education and solidarity.

CULTURE

EDUCATION

SOLIDARITY

Conservation and disclosure of the Bank's art assets, by means of: i) the participation of the NARC in significant initiatives – International Day

of Monuments and Sites; Museum Day; and Museum Night -. It welcomed more than 4,700 visitors; ii) exhibitions – Baixa em Tempo Real; A

sardinha é de todos -, in the Millennium Gallery, welcomed more than 12,800 visitors.

Support to Museums: i) Museu Nacional de Arte Contemporânea – Museu do Chiado (MNAC) (Portuguese Museum of Modern Art), for

exhibitions; ii) Museu Nacional do Azulejo (Portuguese Tile Museum), through the requalification of the Room D. Manuel, the ancient church

of Madre de Deus and the restoration of the altar of Sto. António; and iii) Museu Nacional de Arte Antiga, (Portuguese Museum of Ancient

Art) recovering the ceiling of the Capela das Albertas of the Museum and support to exhibitions.

Scholarships Programme, aimed at students from Portuguese-speaking African countries; support given to eight new scholars. A partnership

was established with Millennium BIM to give scholarships to young people with no economic means that evidenced academic merit; three

scholarships were attributed. Concerning support given to Entities, we must point out the continuance of the following partnerships: i)

Instituto de Medicina Molecular, support given to a number of investigation initiatives for the treatment of brain tumours; ii) Liga dos Amigos

do Hospital de Santa Marta (LAHSM) (Friends of Santa Marta Hospital) – development of a project for the investigation of the congenital

cardiopathy condition, together with the Faculty of Medical Sciences of Lisbon and the assistance of Harvard University; and iii) Platform for

the Sustainable Growth, a project for the creation of a sustainable development model aiming at competitiveness.

We must point out the support granted to the following entities: i) Confederação Nacional das Instituições de Solidariedade (Portuguese

association of charitable institutions) – supporting the making of six studies; ii) Programa GOS – Gestão de Organizações Sociais – a

programme developed together with AESE e a ENTRAJUDA, to improve the practice of management by heads of non-governmental charitable

organizations; iii) Portuguese Food Bank, support to the production of bags for the food collection campaigns; iv) Associação Portuguesa do

Síndrome Asperger (APSA) (Portuguese association of Asperger syndrome),project “Casa Grande”, supporting the construction of a Support

Centre in a building rendered available by the Municipality of Lisbon; and v) ACAPO - Associação dos Cegos e Amblíopes de Portugal

(Portuguese association for the blind and sight-impaired) –support to the Braille edition of a children's book called “A Menina que Vivia no

País Azul”.



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Donation of equipments and furniture

Within the scope of the management of obsolete IT equipment and office

furniture able of being reused, the Bank will continue to donate the same to

non-profit entities. In particular – Entrajuda -, through the Bank of Donated

Goods, an entity with which Millennium bcp signed a protocol.

Support social inclusion

Within the scope of the agreement entered into between American Express and

Turismo do Porto e Norte de Portugal and the ACAPO (Associação dos Cegos e

Amblíopes de Portugal), a Guide of the North of Portugal and Oporto was

produced in Braille, as well as an audio model available at the Sá Carneiro

Airport, ensuring the access to tourism information by individuals that,

otherwise, would not be able to do so.

Charitable Cards

The cards issued by Millennium bcp continued to continued to play an active

social role by means of a charitable commitment established with those

experiencing financial difficulties through the Rewards Catalogue Millennium bcp

and the Membership Rewards Programme of American Express, that gives the

possibility of exchanging points for donations to non-governmental charitable

organizations.

>235 Pieces donated

>280 Donations

Sustainability 1st half of 2013 - Portugal Support and proximity to the community

Promote and Share

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Partnerships with Universities

The Bank assumed the commitment to contribute to the management of the educational process of university students

and share the financial know-how that it has by means of:

CEMS MIM Skill Seminar, an annual event resulting from the partnership established between Millennium bcp and the

CEMS MIM (Masters in International Management of the CEMS) of the NOVA School of Business and Economics, with the

purpose of giving the students the possibility of contacting several members of the managing staff of the Bank to

debate some strategic issues. 18 Students participated in this Initiative.

Curriculum internships given to four students, under the protocol with the Masters in Banking and Insurance of

Universidade Católica do Porto. Each trainee was accompanied by an experienced tutor that guided him/her

throughout his/her learning process.

Movement for Employment

Millennium bcp is one of the companies that promoted the “Movimento para a

Empregabilidade”, (Movement for Employment) promoted by the Instituto de

Emprego e Formação Profissional (IEFP) together with the Fundação Calouste

Gulbenkian and COTEC – Associação Empresarial para a Inovação, giving

internships to young individuals with licentiate degrees, masters degrees or

PhDs. The internships will give those individuals the opportunity to contact

with several areas of the Bank providing them with a versatility that will

prepare them to face different challenges.

100 Interns


Junior Achievement Portugal

The Bank continued to collaborate with the Junior

Achievement Portugal by means of: i) the exclusive

sponsorship of Fundação Millennium bcp to the StartUp

Programme (6th Edition) for university students; and ii) of

Millennium bcp, in the support to programmes for the basic

and secondary education.

Volunteer Actions

Promote and Participate

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138 Volunteers

1,135 Volunteer hours

2,700 Students

School year 2012/2013

Portuguese Food Bank

The Bank (Employees and their families) continued to participate in the

collection of food for the Portuguese Food Bank. Together, more than 70

volunteers gave their charitable contribution at the Alcântara warehouses

(Lisbon), weighting, separating and packing the donated goods.

Safer Internet Day

For the fourth consecutive year, the Employees of Millennium bcp joined Microsoft Portugal and EPIS

in the initiative “Safer Internet Day”, and around 150 volunteers raised awareness for a safer and

responsible use of the internet and social networks, under the theme “Online Rights and

Responsibilities”, in 75 schools. Around 12,000 persons were contacted.

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