00. Chairman´s statement 2
01. Caja Madrid Group 4
02. CSR and Caja Madrid 14
03. Professionals 21
04. Customers 34
05. Society 48
06. Environment 58
07. Suppliers 67
Report details 70
Your opinion 75
Independent review report 76
The 2008 Social Responsibility Report supplements the information the Chamber of Commerce and Industry of Madrid. Caja Madrid also signed up for the European
provided in the Caja Madrid Annual Report and the reports of Obra Investment Bank (EIB) programme to finance small and medium enterprises. In all, these initiatives
Social and Fundación Caja Madrid. For the fifth straight year, this are bringing more than 3,000 million euros of financing to Spanish businesses on favourable terms.
report has been prepared in accordance with the G3 Sustainability
Reporting Guidelines of Global Reporting Initiative, and attained the In 2008, Obra Social and Fundación Caja Madrid allocated a total of 277.95 million euros to different
A+ seal, the maximum commendation of the scale and scope of its assistance, educational, cultural and environmental programmes and activities throughout the
content. country. The lion’s share of the funding for Obra Social (58%) has gone to activities involving care and
assistance for the elderly, infirm and otherwise dependent persons, highlighted by the ECA project,
In the midst of the current economic uncertainty, the publication of which succeeded in placing a total of 3,000 disabled or socially vulnerable persons in jobs with 1,600
this report underscores Caja Madrid’s strong social commitment. This employers in Spain.
year’s report gives greater voice to the concerns of our stakeholders, with emphasis on the issues they
consider most significant, including: the importance of ensuring that financial products are accessible Caja Madrid is keenly aware of the environmental challenges faced by society. The Obra Social
to all persons, our contributions to the communities where Caja Madrid operates, and making the “Two million trees” project has now planted 1,116,765 trees of varied species in different parts of
development of renewable energies a priority focus of our project finance activities. the country. In 2008 alone, this resulted in the fixation of 748 tonnes of carbon, with the consequent
reduction and absorption of C02 emissions.
True to its foundation as an entity dedicated to serving our society, the Caja Madrid business model has
always has a dual mission: financial and social. We are thus mature players in the world of corporate Another contribution made in 2008 to the preservation and betterment of our environment was the
social responsibility, well prepared to satisfy the demands and needs of our customers and communities 872.4 million euros in financing extended to projects promoting the development and use of green
by developing the most appropriate policies, products and services to further our society’s progress energies and waste treatment facilities.
Our goals are guided by a sustainable business strategy based on the confidence placed in us by
Ever since its origin, one of Caja Madrid’s goals has been to deliver financial services to social groups more than seven million customers. They and all of the stakeholders in Caja Madrid are at the front
that have been shut out from the financial world. Along these lines, this past year we implemented a and centre of our commitment to social responsibility. We are firmly convinced that the pursuit
plan in our entire branch network to offer advice and personalised solutions to persons who are having of policies informed and inspired by a sense of social responsibility strengthen Caja Madrid and
trouble meeting their loan repayment obligations in the current economic downturn. help us achieve sustainable results in our continuing effort to improve the social, economic and
environmental conditions of current and future generations.
We have contributed to strengthening the business community and fostering the development of small
and medium enterprises (SMEs) by partnering with public and private entities in a large number of
varied initiatives. Recently, these efforts have included support for aid provided to small businesses
by ICO, Spain’s Official Credit Institute, most notably the ICO credit line for SMEs, Business Growth,
Internationalisation and Entrepreneurs. We also continued contributing to financing SMEs and
individual entrepreneurs in collaboration with Avalmadrid, S.G.R. and entered into a 2,250 million euros
agreement with the regional business association CEIM Confederación Empresarial de Madrid and
Miguel Blesa de la Parra
Caja Madrid Chairman
Social Responsibility 2008 00. Chairman´s statement 2
Caja Madrid is absolutely convinced
that developing and pursuing social
responsibility policies strengthens
our company and puts us in a better
position to obtain sustainable
results and continue improving the
social, economic and environmental
conditions of present and future
share of Gross Domestic Product
of net profit attributable to the Group
growth in turnover
About us The Group and Values
Caja Madrid is a financial institution with a social The Caja Madrid Group is made up of 47 Mission
remit which in the last 300 years has successfully subsidiary companies which engage in activities
Caja Madrid, a national financial group with an
carried forward the advancement of a social and supplementing those of the parent in the areas
international reach, has the mission to address
financial agenda that expresses our two-fold of business development and promotion,
its clients’ financial needs in the framework of a
organisational purpose. investment management, finance and diverse
universal banking model with service quality as
its key differentiating element and to contribute
The longevity and strength of its commitment
to the sustainable growth of the society where
and the volume of funds allotted make Caja The Group carried out major new corporate
it operates through its business activity and its
Madrid a leader in this social function. From operations in 2008, highlighted by the
social and cultural agenda.
its beginnings, the institution has returned a implementation of the shareholding
large part of its profits to society through Obra reorganisation agreement between Mapfre and
Social Caja Madrid and Fundación Caja Madrid, Caja Madrid, formation of Caja Madrid Cibeles Vision
contributing to the socioeconomic progress of and the acquisition of a controlling interest in Caja Madrid aims to be the leading financial
the communities where it does business. In City National Bank of Florida in the United States. group in the Madrid Region and a provider Untitled
2008 a total of €278 million was spent on the of reference in all other contested markets, Juan Barquero García
programmes run by Obra Social and Fundación Caja Madrid Cibeles which pools together the combining a differentiated offering by Branch 2999
Caja Madrid. Group’s investments in financial service firms geographical market and customer segment
that operate in a diverse array of business lines: with personalised guidance and optimal
And in its savings bank business, Caja Madrid is financial asset management and intermediation, profitability and efficiency ratios, supported on Quality: as a means to build customer trust and
Spain’s fourth largest financial group with total private banking, insurance and specialised innovation, customer service quality and the loyalty.
business volume of €273,905 million at the close of consumer finance. Cibeles is also the vehicle for contribution of all the professionals within our
2008, and an attributed net profit of €840 million. Caja Madrid’s international expansion. Group. Results driven: the pursuit of earnings and
profitability, directing our efforts as efficiently
The holding company Corporación Financiera Values as possible to the achievement of our
Caja Madrid is a key piece in Caja Madrid’s objectives.
strategy to diversify its business and investments Responsibility: ethics and integrity, with all
beyond the pure financial arena. Its activities span actions and decisions fully compliant with Innovation: a proactive, forward-looking
the following sectors: infrastructure, energy and laws, norms, codes and internal rules. approach, so we know where we want to get to
technology, manufacturing, tourism, health and and how to mobilise all our resources to this end.
elderly care, leisure, food, venture capital, finance Teamwork: collaboration, cooperation and
and real estate. communication between Group professionals
and their organisational units, sharing
knowledge and experience through a process
of dialogue based on respect, transparency,
trust, integrity and tolerance.
In your hand
Paz Díez Gálvez
7003 - Gesmadrid
Social Responsibility 2008 01. Caja Madrid Group 4
Composed of representatives of social interest groups and
core constituencies within Caja Madrid’s area of activity, the
General Assembly is the organisation’s supreme governing This committee oversees the management performance of
and decision-making body. It must hold at least two meetings CONTROL COMMITTEE the Board of Directors to ensure its efficiency, legality and
per year. conformity with the Bylaws, as well as with the instructions
Town councils 4 members issued by the General Assembly.
General Assembly members are appointed for six years, and
Depositors 5 members The Control Committee prepares a half-yearly report on
may be re-elected for an additional term, up to a maximum
Madrid Parliament 2 members the financial management performance of Caja Madrid’s
of twelve consecutive or non-consecutive years. This group various governing bodies, which it sends to the General
is partially renewed every three years as provided in the Caja Employees 1 members Assembly, the Bank of Spain and the relevant department
GENERAL ASSEMBLY Madrid Bylaw and Electoral Regulations. of the Madrid Regional Government. It is also responsible
Representative entities 1 members for submitting the report on Obra Social Caja Madrid to the
Town councils 100 members
The rules governing the election, appointment, acceptance General Assembly.
Depositors 112 members and revocation of Board of Directors members, as set out in
the Caja Madrid Corporate Governance Report, specify the
Madrid Parliament 40 members The Executive Committee is presided over by the Chairman
requirements they must satisfy at the time of election, such as EXECUTIVE COMMITTEE of the Board of Directors and, by analogy, run under the
Employees 36 members length of service and their familiarity with the responsibilities
same procedural rules as the Board itself. Aside from the
of the position, to ensure all members have the appropriate Town councils 3 members
Representative entities 32 members Chairman, it may have up to nine more members, and is
Depositors 3 members required to meet on a regular weekly basis.
Madrid Parliament 2 members
Employees 2 members
Board committees are established by the Board of Directors
BOARD OF DIRECTORS Board to discuss and resolve on the specific questions within their
The Board of Directors is the governing body in charge of the Committees remit. Committee members are appointed by the Board from
Town councils 7 members stewardship, financial management and representation of amongst its own members.
Caja Madrid, its Obra Social and the Monte de Piedad historical The Caja Madrid Board of Directors has four such
Depositors 7 members pawnbroking institution, with full powers for such purposes. Obra Social Proposals Committee
Madrid Parliament 3 members The Chairman of the Board of Directors also serves as Chairman Remuneration Committee
Employees 2 members of the General Assembly and of Caja Madrid itself. The current Obra Social Proposals Committee
Chairman holds executive powers. Remuneration Committee
Representative entities 2 members Audit Committee Investment Committee
EXECUTIVE CHAIRMAN MANAGEMENT COMMITTEE
The Chairman of the Board of Directors of Caja Madrid The Management Committee is the top level executive committee within Caja Madrid. Its members are appointed by
has been vested by the Board with executive powers. In the Board of Directors, at the proposal of the Chairman. It is made up of the senior officers across all of the Group’s
accordance with the Bylaws, the holder of the post is therefore management areas. The Committee meets each week to review the organisation’s economic, social and environmental
the chief executive of the organisation, at the pinnacle of its performance.
administrative and managerial structure.
Management Committee members are assessed by their teams as part of the upward evaluation system, which rates
The Executive Chairman is assisted by a Management their performance on three key measures: management style, working atmosphere and personal leadership skills.
Committee made up of Unit Directors holding delegated Like all other employees, they are also assessed in the results evaluation system, so that close linkage is maintained
powers. between their variable remuneration and the organisation’s performance in each accounting period.
Social Responsibility 2008 01. Caja Madrid Group 5
Guiding of General Assembly
principles and Board members
The Caja Madrid Bylaws lay down the principles governing body they belong to and, ultimately, Caja Madrid seeks to ensure the good governance not compute towards the above limit. The same
to be followed by the members of its governing to the General Assembly. of our organisation by means of “incompatibility” rule shall apply in cases of the legal representation
bodies in the pursuit of their duties, which should clauses. The goal at all times is to guarantee the of minors, absent or incapacitated directors. In no
be conducted: Respecting the duty of secrecy with regard to full independence of General Assembly and Board event may the total directorships held by any one
any confidential information received in the members and avoid possible conflicts of interest. person number more than eight.
Solely for the benefit of Caja Madrid and its exercise of their duties.
social and cultural agenda. Accordingly, no person in any of the following Current employees of other financial entities that are
As prescribed by current legislation, Caja Madrid situations may serve in the General Assembly: not Caja Madrid subsidiaries.
With full independence from the organisations has drawn Internal Rules of Conduct for securities
Chairmen, board members, directors, Members of the Spanish National Parliament, the
or groups that elected or appointed them, which exchange activities. These rules apply integrally to
members of governing bodies, executives, European Parliament or a regional parliament or
may not instruct them as to how to perform all members of the Board of Directors, the Control
managers, advisors or similar officers in other holding the position of mayor, town council member
their functions. They shall answer only to the Committee and the Management Committee. credit institutions or corporations or entities or senior government officer.
Their purpose is to avert conflicts of interest and that promote, sustain or guarantee financial
to prevent the improper use or disclosure of institutions, except when such posts are held in Directors appointed in investee companies
inside information possessed by members of the representation of Caja Madrid. Directors appointed in investee companies With
Caja Madrid governing bodies. respect to the directors named in companies
Senior managers in other financial institutions in which Caja Madrid holds voting rights or
that are not subsidiaries of Caja Madrid. makes voting recommendations, although no
formal voting policies are issued on social and
Persons working for government departments or environmental matters, so as not to constrain the
agencies who perform functions directly relating independence of those directors, the principles
to the activities carried on by savings banks. and commitments assumed by Caja Madrid on
these matters are taken into account when the
The above situations also render persons voting rights are exercised.”
ineligible to serve on the Caja de Madrid Board
I, too, can fly
of Directors. In addition, persons in the following
Nuria Jiménez Fuentes situations will likewise not be allowed to hold a
0625 - Recoveries Caja Madrid directorship:
Members of boards of directors or equivalent
bodies of more than four companies or cooperative
entities. Positions held on the board of directors
or equivalent body of companies in which the
director in question, his or her spouse, ascendants
or descendants, together or separately own at
least the quantity of shares yielded by dividing the
share capital by the number of board seats shall
Social Responsibility 2008 01. Caja Madrid Group 6
The expectations identified through stakeholder Caja Madrid maintains close links with other recognised framework for measuring and SUSTAINABILITY RATINGS
dialogue channels will call at times for immediate national and international institutions and informing about companies’ socially responsible
or strategic changes, which are addressed by Caja organisations in which the members of activities. This particular report has obtained the
Madrid leaders on a delegate basis according to its governing bodies play an active role in A+ seal, the highest distinction for SR reports
their characteristics: representation of the Group’s interests. and an endorsement of the scale and scope of its
In those cases where stakeholder demands European Alliance: Caja Madrid has subscribed
require that changes be made and implemented to the “European Alliance for CSR” set up by European Savings Banks Group (ESBG): Caja Madrid
urgently, the appropriate actions are decided by the European Commission as a vehicle to has endorsed the ESBG “Charter for Responsible
the relevant Committee and, in the last instance, disseminate corporate social responsibility ideas Business” and the “Resolution: towards a greener
by the Management Committee, which will and practices among European enterprises. savings and retail banking sector”, promoted by the
also earmark the necessary resources and In this group, Caja Madrid has participated in ESBG, strengthening our commitment and participation
investment funds. sharing best practices in the equal opportunity in studies to share good practices in Europe.
and environmental areas. INTERNATIONAL CSR cooperation
When more time is available, the change can Foro Pro Clima: Caja Madrid is a member of
be integrated into the annual planning cycle, Club Excelencia en Gestión: This organisation, Foro Pro Clima, an initiative of the Madrid City
such that it be approved by the Management to which Caja Madrid has belonged since 1998, Council to spearhead and stimulate private sector
champions the implementation of the EFQM efforts to fight air pollution in the Madrid Region.
Committee and Board of Directors and
management excellence model among Spanish These joint efforts include a line of credit offering
subsequently implemented via the work plan
companies and institutions. advantageous terms to Madrid businesses
established by the competent group in the
for capital expenditure aimed at reducing CO2
organisation. CECA: As a savings bank organised as a emissions, as well as participation in the “Guide
The Management Committee is thus able to stay “caja de ahorros”, Caja Madrid belongs to the to good environmental practices in the office” and
permanently abreast of and involved in Caja Madrid’s Confederación Española de Cajas de Ahorros the related initiatives carried out by the forum.
social, environmental and economic performance, as (CECA), and takes an active part in all discussion
shaped by ongoing dialogue with our stakeholders. forums and the pooling of best practices. In It also maintains institutional relations with a
the sector CSR committee, it has participated number of charitable organisations (Fundación
in drawing up the Green Paper on CSR in the Cruz Roja, Fundación de Ayuda contra la
Financial Sector, an analysis of the current Drogadicción, etc), cultural associations
landscape and possible future scenarios (Fundación Pro Real Academia Española,
regarding the financial industry’s contribution to Asociación de Amigos del Museo del Prado,
social responsibility. Asociación de Amigos del Museo Nacional Centro
de Arte Reina Sofía, Museo Thyssen-Bornemisza)
Toll-free Global Reporting Initiative (GRI): Our Social and academic institutions (Fundación General de
Francisco Fernández Gallardo Responsibility Report has been prepared in la Universidad de Alcalá, Fundación General de la
Branch 9230 accordance with GRI guidelines, an internationally Universidad Rey Juan Carlos, etc.).
Social Responsibility 2008 01. Caja Madrid Group 7
with government activity
The public sector is an important growth Foro Pro Clima: A line of credit has been set Caja Madrid works to a universal banking model, As a supplement to its banking activity, the Group
engine, driver of economic competitiveness and up, in conjunction with the Madrid City Council, centred on the retail banking market, where it manages portfolio of investments in strategic
contributor to social welfare. Caja Madrid therefore to allow local enterprises to finance capital well positioned. The Group serves 7.2 million sectors, including Iberia, Indra, NH Hoteles,
carries on vigorous and close cooperation spending to improve their energy efficiency and customers across all segments: individuals, Mecalux, Genesa, Realia and Global Vía.
with government bodies at all levels to create reduce CO2 emissions. small and medium enterprises (SMEs), large
employment, stimulate industry, boost productivity corporations and public and private institutions. The social dimension of its activity is addressed
and generate wealth, always acting on an Arrangement with Madrid regional authorities through the projects and programmes run by Obra
independent basis and with full autonomy in our to advance funds to beneficiaries of aid granted As part of our focus on strengthening the Social Caja Madrid and Fundación Caja Madrid.
decision-making processes. The Group’s positive under programmes of the different regional personalised attention given to our customers, In 2008 a total of €278 million was spent on
impact on local economic development in 2008 government departments. the Caja Madrid organisation was restructured programmes and activities in the areas of social
was evidenced by the € 3,332 million it contributed in 2008 to clearly differentiate the business welfare, education, culture, the environment and
to national Gross Domestic Product, or 0.30% of the Credit facilities set up under an agreement with and individual banking segments, with notable the conservation of Spain’s historical heritage.
total. the Madrid municipal government for alterations gains in the quality of our services and product
and refurbishment works required as a result of innovation. Caja Madrid releases yearly reviews of the results
This contribution takes the form of active findings produced in the official programme of of its financial and social activity through the
collaboration in a large number of initiatives technical inspections of buildings. Caja Madrid offers a diverse family of financial Annual Reports of Caja Madrid, Obra Social and
through agreements with government agencies solutions to individual and business clients in the Fundación.
to support society in relation to some of the Caja Madrid’s dealings with government and following main product lines: savings products,
more pressing problems: job creation, economic regulatory agents (Bank of Spain, Spanish loans, payment cards, pension plans, mutual
development, promotion of small businesses, the Securities Market Commission, etc.) are based on funds, insurance policies and securities. During
environment, industry, housing, and many others. mutual institutional respect and strict compliance 2008, Caja Madrid Personal continued to develop
with the resolutions of those bodies, ethics and new products and services to meet the current
These agreements with public sector bodies have transparency. market situation and customer demands. In the
given rise to numerous lines of financing: corporate finance area, the Group’s efforts were
aimed at promoting structured finance products
Agreement with Avalmadrid to give financial and marketing investment products for retail
support to the business community through clients. Read more on Caja Madrid business
a broad range of products to stimulate and activity
support investment. The beneficiaries are
immigrants, persons seeking to set up new Outside of Spain, the Group has branches
businesses, and socially vulnerable groups. in Lisbon, Dublin, Miami and Vienna. This
international presence was strengthened in 2008
Agreement with the IDEA alternative energies with the creation of the company Caja Madrid
institution to provide guarantee facilities for Cibeles. Calm
financing of renewable energy projects. Pedro Sánchez Ramírez
Social Responsibility 2008 01. Caja Madrid Group 8
reach and awards
Caja Madrid has a workforce of 14,962 persons Distribution of Caja Madrid
Listed below are some of the diverse sports, cultural An important new social initiative was the
and runs an extensive distribution network made 2008 and social collaborations undertaken in 2008: creation, together with GRUPO JOLY, of the
Group branches in Spain
up of 2,136 branches in Spain plus an advanced Andaluces del Futuro awards to single out and
system of supplementary channels (self-service Branches in Spain 2,136 Caja Madrid has signed a collaboration reward Andalusians under the age of 30 who
terminals, Internet Branch and Telephone Branch), Offices outside Spain 24 agreement for the next three years with the have made outstanding contributions in the
along with various external sales networks, most Banking Distribution Offices 628 Spanish Basketball Federation, giving rise worlds of culture, sports, business, science or
prominently the Mapfre system, whose agents Self-service terminals 4,944 to two projects for youngsters: the “Tapón social values.
and brokers are joined by 628 Caja Madrid corners Internet Branch customers (thousands) 2,569 al botellón” campaign to involve youth in
(Banking Distribution Offices) on Mapfre premises. basketball as a wholesome alternative to street Business encounters were again organised in
Given the nature of the Group’s operations, there loitering and “Operation talent”. a number of Spanish provinces. These events
Internationally, the Group operates four offices are no plans for the moment to discontinue are not only a networking opportunity for
(in Lisbon, Miami, Dublin and Vienna) and a operations in any Spanish region (Autonomous The 29th Olympic Games were held in Beijing entrepreneurs, they have also won recognition
representative office in Havana, as well Cibeles’ Community), so there has been no need to in 2008. As a longstanding sponsor of ADO for the quality of their speakers and the
international holdings. manage the potential impacts of any such (Asociación de Deportes Olímpicos) and presence of leading figures from the world of
withdrawals. ADOP (Asociación de Deportes Paralímpicos), business and politics.
during the four year run-up to the Summer
CANTABRIA 36 Games Caja Madrid supported the training In the cultural arena, Caja Madrid was present
25 BASQUE NAVARRE programmes of our sportsmen and women for at the 67th edition of the Madrid Book Fair, an
GALICIA 21 COUNTRY
8 the all-important occasion. event whose popularity is evidenced by the
approximately 3,800,000 visitors who attended.
CASTILLA Y LEÓN 8 Golf was again accorded pride of place in the
27 sponsorship strategy. The 5th Caja Madrid For the younger public, support was lent to
Personal Banking Golf Circuit was held in 2008, concerts and other musical events including
1075 providing the opportunity for clients to enjoy a “MTV Day”, “MTV Summer” and “MTV Music
day of outdoor activity where companionship Week Barcelona”.
EXTREMADURA 139 VALENCIA
takes precedence over all else. Another
major contribution to the golfing world is Caja
26 Madrid’s sponsorship of the Madrid Master Golf
In addition to other support for the race track,
28 Caja Madrid has sponsored the classic fifth
6 race at the Hipódromo de la Zarzuela since it
reopened to the public. In 2008, some 2,600
customers attended the Madrid racetrack as
< 25 branches 200 to 500 branches 25 to 99 branches > 500 branches 100 to 200 branches our guests, with the chance to enjoy 187 horse
races on 26 different days.
Social Responsibility 2008 01. Caja Madrid Group 9
Name of award Merits cited
Computing award for “Best project of 2008” Bestowed on Caja Madrid for its 2010 Technology Plan, a standard-bearer in the application of information
and communications technology
The Banker award to Caja Madrid for its Given to the Caja Madrid Contact Centre
“Best education and research” work from Mi Cartera de Awarded to Obra Social’s “Spanish for immigrants” programme
“Golden Lion” award at the Cannes Festival Given to Caja Madrid for its Sense and Sensibility Deposit
“Europa Nostra”’ Award to Fundación Caja Madrid Given to Fundación Caja Madrid for the “impeccable” scientific rigor shown in its heritage conservation work
Capital magazine award for best social action G iven to Caja Madrid for the best social action l
Actualidad Económica award for best work on behalf of society Given to Caja Madrid in the education and research category
Cajamadrid, custom products
Javier Menárguez Fernández
Audit department received the “International Quality Certificate” Awarded to Caja Madrid by the Institute of Internal Auditors Branch 9050
Imán 2008 awards for “Advertiser of the year” Given to Caja Madrid
Imán 2008 special award for the “Best customer advertising Given to Caja Madrid for its “Sense and sensibility” campaign
Caja Madrid has deployed a series of tools to non-compliance risk and to move to resolve any others, as well as the procedures for classifying internal regulations such as the “Professional
assure strict compliance with the applicable conflicts of interest that may arise in the Group. customers and categorising products, with Conduct Manual” for all Group professionals and
laws and regulations and ensure its business suitability testing for investment advising the “Internal Rules of Conduct” for securities
is conducted at all times in a moral and ethical In 2008 a new office was set up in the activities and appropriateness testing for the sale exchange activities.
manner. This commitment is overseen by the Legal Compliance area to oversee proper of financial products.
Legal Compliance area, which makes sure all implementation of the policies and procedures
business practices are aligned with the relevant deriving from the application of national and As a financial institution, Caja Madrid falls within
legislation and respect the rules of fair trading. In international rules on investment services. the regulatory scope of financial authorities and
order to supervise the activities in the compliance This involves effective and continuous control supervisory agencies like the Bank of Spain and
area, the Legal Compliance Committee was set of policies on processing and executing orders, the National Securities Markets Commission
up in 2007 with the remit to monitor and evaluate managing conflicts of interest, incentives, and (CNMV). It also develops, applies and follows
Social Responsibility 2008 01. Caja Madrid Group 10
Caja Madrid works to embed social and Caja Madrid has an internal audit unit that effectiveness of the internal control system using The Audit Unit also strengthened application
environmental considerations into its risk provides independent and objective evaluation a methodology based on the potential risk of the of environmental criteria by checking that all
management processes and overall corporate and consulting capabilities, as a means of organisation’s diverse activities and transactions. financing to projects with environmental impact is
culture, with environmental risks being factored adding value, efficiency and efficacy to our It has authority to take all such actions as it preceded by an assessment of the environmental
into the analysis and acceptance of risks, as well operating and management processes and deems necessary to obtain valid and sufficient risk. In 2008, 59 specialised finance operations
as in their subsequent monitoring and control. internal control systems. The Audit Committee evidence in cases of suspected or potential fraud, were analysed. The frequency with which these
is responsible for seeing that the unit performs so management has clear, accurate information reviews are conducted is based on the evaluation
Furthermore, when deciding to lend to business its work correctly and effectively, pursuant to the for input to its decisions. External audits also of the inherent business risk.
projects, Caja Madrid weighs their environmental ethical commitment enshrined in the corporate contribute to this control system through the
impact and compliance with the applicable laws governance system. circularisation of customer account balances.
and regulations before any financing is extended.
The Unit’s professionals carry out their tasks in
A clear preference is shown for “green” accordance with the Code of Ethics, the Rules
project finance, with emphasis on renewable for the Professional Conduct of Internal Audits
energies, conservation of natural resources and and other guidelines issued by the Instituto de
environmental improvement, and all projects are Auditores Internos. The Audit Unit was awarded
required to demonstrate that their environmental the highest score in the quality assurance
impact will be positive or acceptable according to programme (EC) run by this Institute in 2008,
established prevailing sustainability standards. assessing its compliance with International
Standards for the Professional Practice of Internal
In view of the nature and geographical location of Auditing and its effectiveness in fulfilling the Marking the difference
the 2008 investments and lending carried on by the mission defined for it in the Bylaws and the Raúl Tamarit Martínez
Caja Madrid Group, it was not deemed necessary expectations set by the Audit Committee and
to screen for human rights abuses. Office of the Chairman of the Caja Madrid Group.
The scope of the annual audit plan extends to
AUDITS CONDUCTED 2008 2007 2006 MEASUREMENT UNIT
the entire branch and office network, business
and area directorates, commercial and business
banking products, processes and organisational No. of branch audits run under Audit Plan 441 630 730 audits
groups, Cibeles Corporación and central
services. It also covers information systems and Remote branch audits: Fraud prevention and 12,448 11,779 11,125 alert
environments, the security of applications and, internal control alerts
finally, the measures in place for the protection of
Union personal data.
Gema Martín Sanz Audits of processes, products and centres 111 186 154 audits
0458 - Property
Developers Business The Internal Audit Unit acts to defer fraud and,
to this end, evaluates the appropriateness and
Social Responsibility 2008 01. Caja Madrid Group 11
The Group’s anti-money laundering (AML) policy Caja Madrid is convinced that knowledge is the
is implemented through an Internal Money best deterrent, and has programmed laundering
Laundering Control and Prevention Committee awareness courses as part of annual training
that reports to the Management Committee. plans to teach staff how to detect and deal with
Caja Madrid has developed a Global Policy Manual
for the Prevention of Money Laundering that lays The AML armoury is completed by IT monitoring
down the minimum AML standards to be applied systems which are able to detect and analyse
in all Group companies. Each subsidiary also has irregular transactions and, where appropriate,
its own AML manual geared to its specific activity report them to the competent authorities.
and customer profiles.
AML practices come under the supervision of the
Bank of Spain and are also reviewed each year
by an outside expert who makes proposals for
improvement as and when necessary. In 2008, this
external expert audited all AML procedures of the
Group’s business units, including subsidiaries.
Heaven and earth
Manuel Alonso Linares
Branch 9299 - Businesses
Social Responsibility 2008 01. Caja Madrid Group 12
Caja Madrid aspires to be admired
by the markets, appreciated by its
customers and suppliers, respected
by regulators and social organisations
and loved by its employees. A sincere,
thoughtful and unstinting commitment
to sustainable development has won
it the trust of the communities where
it operates, based on its way of doing
business and its social and cultural
activity, fostering a culture of innovation
and excellence that has placed Caja
Madrid at the forefront of its sector
and in a privileged vantage point from
which to discern and address the most
pressing challenges of our times.
embody the 2009 commitment
More than 50
with our stakeholders
9 main concerns
guide our CSR actions
The Caja Madrid Group is aware of current and Fostering the use of renewable energies. Caja Madrid’s CSR management system advisory benchmarks currently in place, among
future social needs, and mindful of the impact comprises a set of principles and measures them the Global Compact, Ecuador Principles,
our activities can have in our communities and Promoting optimum consumption of resources. aimed at contributing to long-term sustainable ESBG Principles, UNEP FI, Global Reporting
environment. We work to honour our pledge development by balancing economic growth with Initiative (GRI), AA1000, EFQM, the Unified Good
to be a socially responsible organisation. The With society, working to create and carry social cohesion and environmental conservation, Governance Code, the European Commission’s
overarching principle of the Group’s integrated forward programmes, projects and activities taking into account the expectations of Green Paper on Savings Banks, the European
management system is Social Responsibility aimed at all social groups, with particular stakeholders. Commission sponsored European Alliance for
(CSR), with CSR standards that reflect our mission, attention to the most socially vulnerable CSR, future resolutions of the Spanish Council of
vision and values being embedded in the day-to- and their families, and to promote equal The following points are central to our pursuit of State, and others.
day operations. opportunities and universal accessibility, this goal:
preferably in concert with other social and A constantly evolving system focused on
Caja Madrid’s CSR policy carries its organisational public agents. Social responsibility is inherent in Caja Madrid’s meeting stakeholder needs as expressed
values into every area of activity. The adoption core mission as a private non-profit organisation through the available dialogue channels.
of this policy not only assures compliance founded to serve society.
with current legislation, but goes beyond legal
obligations to embrace the needs and expectations The overriding importance for our organisation
of stakeholder groups, in order to forge lasting and of having different stakeholders represented on
mutually beneficial relationships: the Group’s governing bodies.
With customers, a commitment to offering them the Regular update of the Social Responsibility
best service quality, so they can count on receiving system in line with the main regulatory and
clear, transparent and appropriate information on
the products best suited to their needs.
With our professionals, so they enjoy the best
working and personal conditions informed by a
spirit of transparency and open communication.
With our suppliers, generating relations built
on trust and mutual benefit, and fostering equal
opportunity practices and commitment to social
With the environment:
Considering the indirect impact of the financial
business in relation to the projects and
Social Responsibility 2008 02. CSR and Caja Madrid 14
Caja Madrid has conducted a review, using an Impact potential: its capacity to influence the Group’s that Caja Madrid should undertake to meet their
in-house analytical methodology, of its map performance through its decisions and actions. needs and expectations.
of stakeholders, to ensure their expectations
are known and receive priority attention as the Management quality: how the organisation This will allow Caja Madrid to act with precision
building blocks for strong lasting relationships. deals with the group, mobilising the resources on the points of most concern to stakeholders,
and taking the actions to manage the generating relationships mutual trust.
In close cooperation with representatives of relationship fruitfully.
stakeholder organisations, the group’s social
responsibility working group has mapped out the Prioritising stakeholders is the starting point for
position of each Caja Madrid stakeholder group determining the core concerns of each group
according to: and deciding the social responsibility projects 1 Retail banking – Personal banking
2 Retail banking – Youth
3 Retail banking – Seniors
4 Retail banking – Foreign nationals
5 5 Business banking – SMEs In parallel
Juan Calvache Perea
Business banking – Large companies
7 Corporate clients
1 8 Professionals
9 Strategic suppliers
15 10 Preferred suppliers
4 6 7 26 11 Transactional Suppliers
14 10 25 9 22 12 Internal suppliers
8 13 Alliances
28 21 24 19
11 20 14 Beneficiaries-users
17 13 27
16 18 15 Customers Obra Social
29 5 16 Opinion leaders
3 17 Audiovisual media
18 General interest press
3 19 Financial press
4 20 Local press
22 Governing bodies
2 23 International organisations (IMF, EU)
24 Regulators (Bank of Spain, CNMV)
25 Central government
26 Madrid regional government
27 Town Councils (Madrid Region)
28 Other regions
1 29 Investors
1 2 3 4 5
Social Responsibility 2008 02. CSR and Caja Madrid 15
Getting a meaningful handle on stakeholder needs and expectations calls for open, two-way, transparent dialogue conducted through institutionalised channels.
The CSR Management System envisages two kinds of channel for this communication: those which identify stakeholders’ needs (upward channels) and those used to inform stakeholders of
the actions taken in response (downward channels).
UPWARD CHANNELS DOWNWARD CHANNELS
PROFESSIONALS SOCIETY PROFESSIONALS SOCIETY
Participation in committees Línea personas In-house and Interaction with agencies La Caja magazine Newsletter En30segundos Portales de OBS Folletos de las diferentes
“Improvement ideas” e-personal portal outside studies and/or institutions y Fundación convocatorias
Innovation portal (innova) Circulars Intranet
Perception surveys Participant/ Analysis and research Informes anuales
“Your Opinion Counts” Beneficiary Press Dossier Línea Personas de OBS y Fundación
Regular meetings with
employee representative Climate survey satisfaction Participation in discurssion group
surveys conferences and workshops e-personas Portal Al Día
Human resources team
Enquiries mailbox Innovation blogs CSR Newsletter
EMVIROMENT CUSTOMERS EMVIROMENT CUSTOMERS
Participation in forums Participant/Beneficiary Satisfaction Customers Care Service Corporate website CSR Report Portales y oficina Oficinas
and associations satisfaction surveys surveys internet
“Improvement Ideas” Focus group Newsletter Intranet Oficina móvil
“Your idea counts”
“Your opinion En30segundos Oficina telefónica
Customer care Environmental Ofibus
management mailbox Usability Correspondencia
Innovation portal (Innova) laboratory
SUPPLIERS ALL STAKEHOLDERS SUPPLIERS ALL STAKEHOLDERS
Interviews General mailboxes Through the External Social Responsibility Interviews General mailboxes Portals External Social
Governing Bodies mailbox Responsibility mailbox
Purchasing circuit User Attention Center on which they are Annual reports
represented Your Opinion survey included Lectures, forums,
in the Social Responsibility workshops, press
Report releases, participation
in studies and sundry
publications, and news
items in the media.
Social Responsibility 2008 02. CSR and Caja Madrid 16
Panel of Active
Analysis experts and consultation
of key issues market research with stakeholder groups
Caja Madrid has carried out a materiality analysis The CSR work group has relied on the following Caja Madrid’s continuous engagement with
using a set of varied tools to determine and initiatives to detect sustainability trends and the stakeholders to keep abreast of their core
prioritise its CSR-related risks and opportunities, key issues that matter most to stakeholders: concerns, needs and expectations is embodied in
allowing us to develop and pursue projects and the following projects:
plans that are well aligned with the Group’s policy Participation in the Green Paper on savings banks
and strategy. Customer satisfaction surveys
The sector CSR committee, in which Caja Madrid The yearly satisfaction perception studies include
Methodology of analysis is an active member, set up a group of experts questions to poll our customers on their opinion
including representatives from Caja Madrid regarding the social projects and products and
to conduct a sweeping prospective study of on how well the organisation manages our social
Panel of experts and market research. savings banks and sustainability. The analysis responsibility.
examined the current situation and possible
Active consultation with stakeholder groups. future scenarios, pinpointing the key topics and Customer focus group
exchanging ideas on the role of the financial
Analysis and prioritisation of sustainability This qualitative study is based on meetings with
sector and its contribution to social responsibility.
trends. customers where we can see and hear firsthand
their concerns, expectations and requirements,
Internal study as invaluable feedback on how they see Caja
Further to the materiality study conducted in Madrid managing its social responsibility and
2007, the main CSR leaders in finance and other possible areas for improvementt.
sectors were studied, along with authoritative
sector and industry opinion makers, with a focus Questionnaire on the content of the CSR Report
on the main questions of concern to the different The results are analysed so we can see the
organisations. opinions sent to us on the information in the
Report and suggestions by the readers and users
on other matters of interest that are not covered.
Other input to the Group’s CSR policy making Impact report
process include studies carried out by members A follow-up report tracking developments in
of the organisations working group through the the areas of most interest to stakeholders in the
“social demand observatory” and the “economic- Social Responsibility Report.
Esther Lehmann Rivero
0727 - External Relations And Protocol
Social Responsibility 2008 02. CSR and Caja Madrid 17
The extensive research and analysis carried out Companies must get involved in environmental The research, analysis and stakeholder
by Caja Madrid suggest the following sustainability management activities, with projects to promote consultation activities carried out by Caja Madrid
tendencies should be addressed from the advanced green technologies that boost energy have highlighted the following topics as key issues
standpoint of social responsibility: efficiency. to be addressed:
It is important that values such as transparency, Some 95% of Spanish companies are small Transparency and ethical conduct.
sound asset management, professional integrity and medium enterprises (SMEs). Supporting
and the ethics of organisations be integrated into these small business therefore stands out as Sustainability as an investment factor.
their strategies. crucial for enhancing the competitiveness of
the country’s industrial sector and spurring Innovation as pivotal for social and
Customers require quality service and ever economic development. environmental responsibility.
more personalised attention tailored to their
needs. The creation of quality jobs, promotion of equal Financial inclusiveness.
opportunity and accessibility for all persons
Heightening sensitivity to social and is a key element to be taken into account in Responsible advising and customer service.
environmental issues in organisations is an organisations.
important challenge, given the generally lower Advanced environmental management.
level of social responsibility awareness seen in Support for universities as prime movers in the
Spain compared with the rest of Europe. development of tomorrow’s professionals. Contribution to social development and welfare.
Cultivate the financial literacy of citizens, giving
The growing takeup of online banking them the tools, expertise and knowhow they Integrity and responsible management of
requires investment and development of need to make their financial decisions. people.
new technologies to deliver better service to
customers. Establish investment-selection policies that Continuous engagement with stakeholders.
take into account social, environmental and
Disabled persons are becoming increasingly corporate governance parameters.
independent and self-reliant, which should
compel us to broaden the channels for using our
services and improving accessibility.
In the environmental area, one of the most
important challenges we face in the future
is climate change, including the varied other
threats it generates, such as desertification, loss
of ecological biodiversity and scarcity of water.
Social Responsibility 2008 02. CSR and Caja Madrid 18
Caja Madrid has incorporated the above topics into its “next steps in CSR”, which will guide its actions in this sphere over the next years subject to regular monitoring and review.
MATERIAL TOPICS NEXT STEPS AFFECTED
Transparency and ethical conduct Promote the Caja Madrid branch network’s role in managing social, environmental and cultural initiatives. Society
Develop and implement the Environmental Management System in the new Caja Madrid headquarters. Environment
Sustainability as an investment factor
Continue generating added value for the communities in which Caja Madrid operates, furthering their prosperity. Customers / Society
Continue our support for restoration and preservation of Spain’s historic heritage sites as landmarks of our country’s architectural and cultural riches. Customers / Society
Innovation as pivotal for social and Identify environmental impact (consumption, components, recycling …) of the hardware acquired (PCs, printers, ATMS …) as factor in Suppliers
environmental responsibility purchasing decisions.
Continue expanding the number of agreements with other countries to facilitate remittances and improve this service.
Financial inclusiveness Customers
Pursue further measures to spur the design and improvement of products and services for immigrants.
Continue offering personalised service to the different customer segments.
Responsible advising and customer
Implement a plan in the entire branch network aimed at offering personalised advising and solutions for persons facing difficulties in paying Customers
off their loans and debts.
Step up the scale of environmental management actions throughout the Group.
Advanced environmental management Environment
Continue supporting renewable energy projects in Spain and internationally.
Contribution to social development and Conduct new studies through the Social Demand Observatory.
welfare Develop resource centres for assisting the disabled and socially marginalised groups. Society
Support active and healthy ageing projects.
Continue strengthening environmental training for Group employees through e-learning courses.
Training programme for recently appointed executives.
Integrity and responsible management
of people Training programme for technical staff and coordinators in the Group’s central departments.
Adapt qualifying examinations for recruits to the new requirements of the financial community and sector.
Continuous engagement with Use information obtained from the keynote Obra Social projects to plan new improvement actions. Society
stakeholders Deepen and strengthen consultation processes with different stakeholder groups to know their needs and expectations. All Stakeholders
Social Responsibility 2008 02. CSR and Caja Madrid 19
make up the Caja Madrid Group
training per employee
Degree of progress: Initiated In progress Completed
COMMITMENT 2008 COMMITMENT 2009
Press on with programmes to spot and develop talent, providing Programme on critical experiences with commercial staff and Training programme for recently appointed directors.
training in activities to bring people on in their existing function. deputy managers.
Training programme for technical staff and coordinators in central
Enlarge and redesign the staff offers and discounts catalogue Further improvements made to e-personas portal, increasing
available through the e-personas portal. information on professional and leisure-time activities. Goal is to Improve recruitment tests to develop and adapt them to the new
spruce up the channel with a new IT tool to make it more appealing requirements of the sector and the current environment.
Extension of agreements with universities to favour the labour- Addition of a total of 11 new Cooperation Agreements.
market integration of people of all conditions.
A formal equal opportunities charter. Preliminary diagnosis of current situation carried out prior to
implementing the equal opportunities charter, while it is being
negotiated with employee representatives.
Review of the Competencies Model to align professional New evaluation model for Group professionals implemented in 2008.
development and skills with the strategy and directions defined
by a changing economic and social landscape, in a manner
consistent with the Group’s culture and values.
Social Responsibility 2008 03. Professionals 21
Principles: The aim of personnel selection at Caja Madrid is (CRF), an international organisation that rates
to find the right candidates for the competencies firms in different countries for their human
People and their core knowledge and profile developed for each job. This is done resources excellence according to five criteria:
competencies at the heart of the system. through selection procedures and scoring of work atmosphere and culture, employment
personal tests that ensure objective assessment conditions and benefits, talent development,
Employability and commitment to learning as and hence equal opportunity. commitment to society and innovation effort.
selection process that has led to the recruitment Caja Madrid also runs an internship programme,
Full integration of human resources policies as of 1,100 new professionals, expanding the Group designed to build closer ties between the business
key success driver. by a net total of more than 500 persons. and academic worlds. Interns are given the
opportunity to gain work experience through a
Caja Madrid was named a Top Company to Work tutored placement adapted to their academic and
For in 2008 by the Corporate Research Foundation career interests.
A total of 390 students (272 in the Madrid Region
Cristina del Corral Escribano
and 118 in other Spanish regions) completed 0707 - Obra Social
internships in 2008, some 11% more than the
previous year. Placement conditions were made
more flexible so they fit better with students’
academic calendars, and they can now be
completed any time of the year with a maximum
duration of six months.
The internship programme has also proved
a rich seam for recruiting future Caja Madrid
professionals. More than 7% of the individuals
who completed their internships with Caja Madrid
during the year went on to join the Group at the
end of the programme.
Social Responsibility 2008 03. Professionals 22
New model of
First implemented in 1998, the competencies Direct presence: the new model was presented The goal of the training service is to build the skill
model has evolved with the aim of aligning to members of the Management Committee, base of all persons in Caja Madrid, designing
professional development and skills with the trade union sections and different levels of and implementing actions ultimately aimed at
strategy and directions defined by a changing management, so that they could explain it to the achieving the Group’s objectives while helping
economic and social landscape, in a manner that members of their respective teams. individuals develop their careers.
is consistent with the Group’s culture and values.
Online through the e-personas portal: all
Caja Madrid follows a set procedure for preparing
Special attention is placed on the various employees have ready access to a catalogue
and monitoring its annual Training Plans. The
stakeholders, such that customers and of all competencies and their content at
Plans are designed on the basis of the Group’s
professionals appear in competencies such as the organisational level. After the 2008
strategic priorities, the key projects to be
customer service, commercial administration, competencies evaluation has been conducted,
implemented in the different organisational
management and personal development, each employee can see his or her individual
units and the principal goals for enhancing staff Endangered whales
amongst others. The overarching principle of results.
employability. Carmen Munte Esteve
comprehensive engagement with society is made Branch 9292
explicit. Other communication channels: report
published in the La Caja magazine and review The 2008 training plan was generally organised in
The design, discussion and implementation of inserted in the En 30 segundos internal three basic areas:
this corporate model has drawn on the active newsletter. Central units: after surveying the needs of the
participation of people from all functional and Retail banking: this training plan is defined by different business units, the key persons that
geographical areas in the Group. Training segments of customers according to the Group’s support them in central services are brought
Direct presence: a programme was designed business model (individuals, personal banking, in to help design the right training plans for
The key new developments include: and implemented to train new evaluators. It can small businesses and independent contractors, attaining the Group’s overall goals.
also be obtained through the general catalogue of agency network and euro-residents, amongst
The definition of new competencies and the training actions. others) and its commercial priorities. This year’s expansion of the workforce
redefinition of other competencies in line with underscores the importance of the “Induction
changing market requirements. Online: three multimedia training clips were Plan” specifically prepared for the new
produced. A general introductory one describes Business banking, investment banking and persons who have joined the organisation.
Changes in the competency measurement the new competencies model, while the other Corporación Financiera Caja Madrid: the The programme consists of 187 training hours
system to base it on the assessment of two are intended for persons with experience managers of this segment team up with the covering topics from an overview of the Group
observable behaviours. and explain the assessment by competencies heads of the organisational units concerned to to the specific knowhow needed to do their
process — one from the viewpoint of the define an ad hoc training plan for the different jobs, with detailed training on technical banking
The system has been implemented using the evaluator and the other for the person being categories of internal clients, such as Altae procedures and optimising the skills needed to
following communications channels: evaluated. Banco, Business Banking and Gesmadrid. sell financial products and services effectively.
Social Responsibility 2008 03. Professionals 23
Caja Madrid uses a range of instruments Non-salary benefits and deferred compensation Talent-spotting and nurturing programmes and
Also, implementation of the European Union to compensate and reward the work of our All of our people enjoy broad insurance coverage, training actions: Activities that allow persons to
Directive on Markets in Financial Instruments professionals. These substantially improve on special loan application facilities, contributions improve in their current function. These actions
(MiFID) called for a series of training actions the conditions stipulated in the relevant collective to external pension funds, etc. as part of a far- include tutoring sessions, coaching, temporary
to familiarise staff with its contents and the bargaining agreements (CBAs), while precluding reaching welfare benefits package that goes training assignments in new functions, project
operational changes it entails. any differentiation or discrimination beyond those far beyond the standard remuneration and the allocation, working groups, critical experiences,
relating to individual performance or the functions minimum thresholds of the CBA. high-level training supplements, etc.
The Group uses training plans to ensure training of a particular post:
initiatives are designed for the specific function Multiskilling programmes: So people can acquire
performed by each person and reflect the yearly Fixed salary the skills and knowledge conducive to functional
evaluation of their skills and competencies. In addition to the conditions set in the CBA,
Caja Madrid applies a number of internal
Career mobility within the organisation
The individual training plans also include specific
topics requested in the virtual classroom. This
improvements that make for a clear and simple
salary structure. Payroll slips contain few
development Geographical mobility programmes: As a route to
new career advancement opportunities.
service allows each person to actively engage items so they are easy to understand and allow At Caja Madrid career development means more During 2008 these specific programmes were offered
in the design of his or her own training plan, everyone to know their annual salary. than just “climbing through the ranks”. For us, to a broader range of employee groups.
maximising its responsiveness to their particular
professional development is the ongoing acquisition
needs and expectations. More than 9,000 such Variable compensation of skills and functional competencies that equip a In addition, Caja Madrid runs an advanced
requests were handled in 2008 in relation to person to take on greater professional challenges, Professional Development and Promotion (PDP)
All Caja Madrid employees come under
a great variety of subjects involving financial in their present or similar jobs or functions or in a system, with the dual aim of boosting organisational
a performance evaluation system which
markets, banking products and services and higher position. efficiency and helping our people to manage their
objectively quantifies the overall results of the
expert courses on how to best serve specific professional careers. It ensures that all staff have
organisation as a whole, along with individual
customer segments. Viewed this way, professional career development is access to the same promotion opportunities through
or team fulfilment of their respective targets,
and the personal development of professional the combination of specific guided learning activities a system based on results milestones and the
In 2008 three training actions were carried out and objective assessment that enables each evaluation of competencies.
competencies. Staff can thus refer to a known set
to broaden and deepen knowledge of alternative individual to progress to their fullest potential within
of specific variables to calculate the performance-
energies in the Project Finance Area. the organisation.
related component of their annual pay. In the
longer term, staff get a special bonus for meeting
The Group’s training investment in 2008 amounted The goal, therefore, is to develop the individual
the goals of a given strategic project. This is skillsets and practices that drive success in a given
to 1.3% of its wage bill.
the case with Plan 2010, which comes with an function as a means to maximise performance.
economic bonus attached so all persons share in
the organisation’s success, and see their efforts The following are among the programmes designed
and contributions duly rewarded to help staff acquire and develop new competencies:
Barefoot in the world
. Ana Isabel Del Pozo Herráez
0625 - Recoveries
Social Responsibility 2008 03. Professionals 24
Caja Madrid does most of its business in Spain. The following map shows the geographical International workforce distribution Classification by business*
distribution of our workforce:
2008 2007 2008 2007
2008 Total Spain 14.917 14,346 Banking 11,929 11,786
CUBA 2 3 Retail Banking 10,882 10,741
99 IRELAND (DUBLIN) 1 1 Business Banking 795 811
CANTABRIA PAÍS VASCO
ASTURIAS USA (MIAMI) 16 13 Other units 252 234
GALICI A 152
214 35 PORTUGAL 11 10 Central Services 2,165 1,781
CASTILLA Y LEÓ N CATALUÑA MEXICO 4 4 Obra Social 48 40
330 ARAGÓN 1162 1218
117 CHINA 1 1 Foundation 26 27
RUMANIA 1 1 Corporación 134 136
AUSTRIA (VIENNA) 9 0 Caja Madrid Cibeles 660 609
EXTREMADURA LA MANCHA VALENCIA TOTAL CAJA MADRID GROUP 14,962 14,379 TOTAL CAJA MADRID GROUP 14,962 14,379
633 655 696 BALEARES
* Note: Data recalculated for 2007 according to the Caja Madrid business classification.
137 < 100 employees 500 to 999 employees > 5.000 employees
CEUTA 100 to 499 employees 1000 to 5000 employees
Social Responsibility 2008 03. Professionals 25
by pay levels
Caja Madrid is aware that employees must feel their efforts and commitment are adequately rewarded, so has set a standard minimum entry-level salary of €1476.12 per month, plus incentives and other benefits
and deferred compensation. This compares favourably with the local legal minimum monthly pay of €600 for 2008.
The Group’s equal opportunities policy mandates that there be no gender discrimination in base salaries, as borne out in the next table, which offers a breakdown of the workforce by gender and salary per job
BASE SALARY BASE SALARY
GROUP I GENDER NO, OF EMPLOYEES (EUROS) GROUP II GENDER NO, OF EMPLOYEES (EUROS) UNGRADED (I) GENDER NO, OF EMPLOYEES
M 244 M 2 M 9
I 2,440.93 I 1,298.55
F 13 F 0 F 12
II M 1.034 II M 12
F 125 F 4
III M 540 III M 0
F 130 F 0 NO, OF EMPLOYEES
IV M 992 IV M 0
1,724,60 1,016.47 TOTAL CAJA MADRID 14,134
F 334 F 0
(GROUP I + GROUP II + OTHERS)
V M 751 V M 0
1,669,76 972.95 OTHER GROUP COMPANIES 828
F 512 F 0
VI M 1.214 CLEANING M 0 14,962
1,614,93 TOTAL CAJA MADRID GROUP
F 966 SERVICE F 9
VII M 375 (1) Includes persons seconded to or hired directly in the Miami, Lisbon and Vienna offices
VIII M 456
IX M 316
X M 309
XI M 288
XII M 663
XIII M 334
Social Responsibility 2008 03. Professionals 26
One of the best success indicators for an organisation’s human resources policy is its staff turnover rate. Data by Region - Caja Madrid Group
Caja Madrid stands out for its low staff turnover, confirming the high levels of satisfaction and pride that
employees have expressed in personnel surveys. TOTAL EMPLOYEES
LEAVING THE ORGANISATION EMPLOYEES STAFF
AT YEAR END TURNOVER*
2008 2007 2008 2007 2008 2007
Andalusia 7 4 861 776 0.81 0.52
Data by Age Group Aragón 2 - 117 111 1.71 -
Asturias - 2 99 93 - 2.15
TOTAL EMPLOYEES LEAVING THE EMPLOYEES AT Balearic Islands - 2 148 137 - 1.46
AGE GROUPS ORGANISATION VOLUNTARILY YEAR END STAFF TURNOVER*
Canary Islands - 1 139 137 - 0,73
(years) GENDER 2008 2007 2008 2007 2008 2007
Cantabria 1 - 109 109 0.92 -
<30 M 10 19 916 857 1.09 2.22 Castilla la Mancha 1 2 655 633 0.15 0.32
F 14 8 1,422 1,213 0.98 0.66
Castilla y León 1 1 330 304 0.30 0.33
30 to 50 M 20 39 4,924 4,994 0.41 0.78
F 6 15 4,861 4,675 0.12 0.32 Catalonia 7 11 1,218 1,162 0.57 0.95
>50 M 3 9 2,173 2,021 0.14 0.45 Ceuta - - 44 44 - -
F 1 1 666 619 0.15 0.16
C. Valenciana 1 - 696 619 0.14 -
Average age M 34.9 36.8 43.7 43.5
F 29.0 35.0 38.4 38.5 Extremadura 1 1 99 98 1.01 1.02
Galicia - - 214 204 - -
La Rioja - - 32 29 - -
Madrid 31 66 9,830 9,595 0.32 0.69
Melilla - - - - - -
Murcia - - 120 108 - -
Navarra - - 36 35 - -
Basque Country 2 - 170 152 1.18 -
Total Spain 54 90 14,917 14,346 0.36 0.63
International - 1 45 33 - 3.03
Total Caja Madrid
Group 54 91 14,962 14,379 0.36 0.63
* Note: Data recalculated for 2007 including employees who have left the Group voluntarily as staff turnover.
Social Responsibility 2008 03. Professionals 27
and equal Health
opportunity and safety
In Caja Madrid the commitment to diversity and equality. Noteworthy in this regard, women now Caja Madrid operates a management system for
equal opportunity affects every person in the account for 46% of the workforce and a full 60% of the prevention of occupational hazards to ensure
organisation without regard gender, ethno-cultural the new persons joining the organisation. our employees, suppliers and customers have Hands
background or religion. the best health and safety conditions, above and María del Pilar San Felipe Izquierdo
The Caja Madrid family of professionals beyond those required by law. In 2008 the system Branch 2231
Last year the organisation underwent a diagnosis now encompasses people from 31 different was again audited by an outside firm, and the
by independent experts as a preliminary step
toward implementing our Equality Plan, and
nationalities. Such workforce diversity is a key
factor that enriches the personal and career
audit report reflects that the preventive planning is
properly done pursuant to the principle of placing Assessment
employee representatives were approached
to reach a consensus on the plan and on a
development of employees, while allowing us
to make sure our non-Spanish customers are
prevention at the forefront throughout the entire
organisation. of occupational
protocol for preventing sexual and other forms of
harassment on the job.
served by persons who are familiar with their
language and culture. Staff participation in the system is done through hazards
the National Health and Safety Committee, with 15
In 2008 Caja Madrid was once singled out as members representing the company and another This is the starting point and a core component
an “Equal Opportunity Partner” in the Óptima 15 representing staff. The Committee delegates of the occupational hazards prevention system.
Programme of the Spanish Ministry of Labour authority for these matters to 34 local prevention The system features an in-house methodology
and Social Affairs. The distinction is a testament officers, who work to enhance employee for evaluating each work centre with checklists to
to our vigorous ongoing commitment to policies, cooperation in complying with the applicable cover all positions and working conditions. Some
measures and procedures that promote gender regulations and standards. 499 workplaces were evaluated in 2008.
An annual prevention plan is thus drawn up and, Every year checks are run on a sampling of
Drop by drop after being studied and discussed with worker’s centres to ensure that any hazards detected
Epifanio García Martín representatives, is implemented in a variety are being correctly managed, and to ascertain
Branch 1706 of initiatives and actions to avoid occupational whether any new hazards have emerged as
hazards. Work in 2008 also focused on optimising a result of modifications to sites, equipment,
the communication circuits used to keep workflow organisation or workstation conditions.
interested parties in and out of the company
informed on our workplaces. Accidents at work are carefully documented
and investigated to determine their causes, so
Ana de las Heras Rebollo measures can be proposed and taken to prevent
0683 - Organisation their recurrence.
Social Responsibility 2008 03. Professionals 28
health of association
The preventive occupational healthcare system Specific campaigns For Caja Madrid, freedom of association also At presence, there are seven trade union sections
uses different means to assess the state of health means equality of treatment and opportunity, in present in Caja Madrid, reflecting the outcome of
of each individual. This enables epidemiological Blood donation campaign: Caja Madrid that no employee may be discriminated against the November 2006 union elections.
studies to be carried out, while facilitating the continues to collaborate with the Madrid for being a trade union member or representative.
design of specific actions to preserve and improve Regional Government, hosting visits from In fact, when employee representatives are 100%
employees’ health. the Salud Madrid Transfusion Centre at the occupied with trade union duties, they still enjoy
medical services in our main buildings so that exactly the same conditions as when occupying
Regular medical check-ups employees can voluntarily give blood. their post (training, professional development,
Appointments for medical check-ups are made performance-related pay, etc.).
through the e-personas portal, so staff can Preventive campaigns: help with giving up
schedule the most convenient time for them from smoking (at the employee’s request), anti-flu An open, transparent dialogue is maintained
their workstation or home computer. vaccination, anti-tetanus vaccination and health with workers’ representatives, based on mutual
education. commitment and shared responsibility for
Protocol for medical checks seeking the betterment of staff working and social
A protocol has been drawn up for medical conditions. As part of this dialogue, the company
examinations to detect early signs of exposure holds monthly meetings with each trade union
to occupational hazards. This means checks are represented.
geared to the circumstances of the individual
employee, as well as being considerably more This dialogue and spirit of mutual responsibility is
thorough than those prescribed by government borne out in the 79 enterprise-level agreements Untitled
health and safety agencies. signed between 1996 and 2008, with working Margarita Palmer Vidal
conditions that improve on the terms of the Branch 8974
Prevention awareness industry-wide collective bargaining agreements,
Through the e-personas portal, all employees particularly in the areas of professional promotion
have access to health matters, current issues and and development, the results evaluation system,
educational articles on the prevention of diseases supplementary pension schemes, individualised
such as cervical and skin cancer, etc. working hours per centre, favourable terms for
employee loans and advances, partial and early
retirement schemes, and others.
Social Responsibility 2008 03. Professionals 29
balance and Working
employee benefits time Leaves
Caja Madrid is convinced of the value of flexible 25 working days of paid holiday per year Paid extraordinary leave of up to 10 days a year Caja Madrid again improves on the statutory
working conditions and of providing a family- in exceptional cases, with the days required duly entitlement by extending such leave to
supportive structure and makes great efforts to Further to the Equality Committee’s focus on accredited. (accredited) cohabiting couples.
help staff develop their full potential and reconcile work-home life reconciliation matters, staff will
their home and work lives. have one extra free day in 2008, 2009 and 2010 Unpaid leave of up to six months in exceptional Loyalty reward leave employees are entitled
to be taken at their discretion. and duly justified circumstances. These to one extra day off per year after 15 years of
The measures in place are available to all leaves may be requested every two years, and service, two days after 25 years and three days
employees. Diversity-sensitive policies and those Shorter working days Caja Madrid offers improvement over the four year minimum after 35 years.
favouring equal opportunity are particularly prized several improvements over the statutory stipulated in the CBA.
within our organisation’s continuing tradition of conditions:
creating stable, quality employment. Nursing leave for children under nine months.
Shorter days to care for a minor or a Eligible employees have the option of replacing
With these considerations in mind, Caja Madrid physically or mentally disabled person in the this one hour leave with:
has established a series of measures to help staff employee’s family (to the second degree).
reconcile their personal and working lives that A paid leave of ten calendar days (to be taken
enlarge and improve upon the rights mandated Shorter hours for birth of premature children. immediately after maternity leave) plus
in the applicable laws and collective bargaining another five working days during the baby’s
agreements. first year.
Equivalent entitlement in full days. Energy
Óscar Jose Cora Neyra
Employees with two children may replace the 0581 - West Madrid Business Office
nursing hour with a paid leave of 20 calendar
days plus 10 working days, and those with three
or more youngsters may take 25 calendar days
plus 15 working days.
This same leave is available to employees who
adopt children up to the age of ten
Sebastián Martín Baeza
Leave for hospitalised children up to the age of
Leave for death or grave illness of family
members related up to the second degree.
Social Responsibility 2008 03. Professionals 30
Unpaid Employee loans Education
extended leaves and advances subsidies
Maternity/paternity extended leave: Loan for purchase of main residence: starting Employee education assistance for text books Social Security entitlement). The individualised
from a minimum of 208,400 euros (revised and tuition charges, covering up to 90% of the quarterly contributions are equivalent to
Up to a maximum of three years from the birth. annually for inflation) and a maximum of five accredited costs, subject to a maximum of 10% of the employee’s fixed salary and 4% of
years’ pay. Interest rate: 55% of the Euribor. €1,800, for academic contents related to the performance-related pay.
Option of splitting this leave into two or shorter activities of savings banks, post-graduate
periods. Employee loans for sundry purposes: studies and school certificates for university Christmas hamper for retirees and current staff alike.
maximum of 36,000 euros, with repayment entrance.
Activities for children: reducational, cultural and
Entitlement to childcare or pre-school study timetable of up to 10 years. Interest rate: 100% of
recreational programmes and activities during
subsidies for other children during the first year. the Euribor. Educational subsidies for children of employees:
holiday periods for the children of employees, at
€450 for families with children of between 3 and
special prices, partly subsidised by the organisation.
Full coverage of the vacant position, to facilitate Interest-free advances of three or six months’ 23 years who are not gainfully employed. When
take-up. pay. completion of such studies requires living away
from home, the subsidy is double the above Providential benefits,
Leave to care for family members up to the Home purchase mortgage loan of up to 110% of amount. Widowhood: widows/widowers of employees
second degree the investment or appraised value, whichever receive a lifelong, inflation adjusted annuity of
is lower, for transactions in addition to the Childcare aid for pre-schoolers: €750 gross. 40% of the employee’s fixed salary.
Two years when the relative is unable to fend CBA loan. Other transactions: up to 85% of the
for him/herself due to age, accident or disease appraised value. Repayment term of up to Education subsidies for the disabled: €3,300. Orphanhood: 25% of the employee’s fixed salary
and is not gainfully employed. 40 years with cut-off at age 70. Interest rate: for each child up to age 23.
Euribor + 0.39.
Option of splitting this leave into two or shorter
periods. Temporary bridging facility for the purchase of
Other employee Permanent total disability: 75% of fixed salary
on a lifelong basis.
Voluntary extended leave for a minimum of four
a principal residence: loan until old home is
sold. Repayment calendar of up to 36 months.
Major disability: 75% of fixed salary on a lifelong
months and a maximum of five years. Can be Interest rate: Euribor + 0.39. Health insurance scheme for all Group basis.
applied for every four years. employees (100% subsidised) and their spouses
Zero fees: on the employee’s salary direct and children (30% subsidised). Life insurance.
Study leave of up to one year for a master, deposit account for securities sales or Accident life insurance.
Emergency payments: for staff, their spouses
doctorate or higher studies envisaged in the purchases up to €36,060, up to a maximum of and/or children in exceptional cases which do Accident insurance for work-related journeys.
CBA. Employees maintain the right to return to 15 trades not enjoy standard healthcare cover and cause
their position. Available to employees with over Special discounts on all kinds of services (e.g.
demonstrable economic hardship..
two years’ actual service in the organisation who Mapfre Multiservicios insurance premiums)
have not enjoyed such leaves in the preceding Pension plan: to cover future retirement with an through the Caja Madrid Group’s dedicated staff
seven years. external pension scheme (supplementary to the portal, e-personas.
Social Responsibility 2008 03. Professionals 31
satisfaction for society
Caja Madrid sees staff satisfaction readings as Caja Madrid makes a special effort to involve Volunteer information point Publicising of Obra Social, Fundación and
an invaluable resource. It operates a number its professionals in social initiatives to foster This service is designed to advise each volunteer Sponsorship activities
of systems to survey the organisation’s volunteer work and a keener awareness of the or potential volunteer on the kind of activity or A programme that seeks to give internal publicity
work climate and record people’s views and social needs of our day. non-profit organisation they are looking for, and to Obra Social, Fundación and Sponsorship
experiences regarding different aspects of Group which ones are currently in need of temporary or activities so staff and their families can get actively
management. Staff fundraising permanent volunteers. involved.
Whenever major humanitarian crises occur, Caja
The tools used include annual surveys of Madrid opens special current accounts where staff Fair trade store
branches with regard to the perceived quality Internal communication
can make contributions that are distributed to the Selling a variety of ethically manufactured items
of the support received from central services. non-governmental organisations (NGOs) working All issues of in-house magazine La Caja feature
from producer communities in Africa, South articles about employees’ experiences as
In the human resources area, the key factors on the ground. Follow-up calls for funds also go America and Asia as part of the campaign to volunteers, including calls for support and contact
considered are expertise and guidance, accuracy out every three months. ensure all people a decent future and to support details. .
of information, ease of contact, turnaround time
fair trade practices.
on requests for advice and general treatment.
The graph below depicts the overall results of
these surveys in the last eight years:
The strong upward climb in the satisfaction score
is quite clear, having doubled (from less than 38%
to 76%) since the first year of measurement.
The human resources representatives that cover
all branches constitute a permanent channel for
information and analysis on the work climate/
atmosphere, thanks to their proximity to and
familiarity with employees.
The results obtained in the surveys and the
areas targeted for improvement by the human
resources representatives serve as the basis
for proposing specific measures to improve
satisfaction amongst our people.
Social Responsibility 2008 03. Professionals 32
a net work of
branches at our customers
more than 3,000
of financing to Spanish
businesses on favourable terms
Degree of progress: Initiated In progress Completed
COMMITMENT 2008 COMMITMENT 2009
Launch of a dedicated web page for the senior segment. The portal for our individual retail customers now features a specific
area for the elderly, with products and services adapted to their needs. Achiever further improvement in the service by continuing to add
more countries to the remittance destination list.
New products for euro residents, new cards incorporating social Down’s Syndrome Business Card and Paralympics Card.
benefits. Step up efforts to design and improve products and services for
the immigrant population.
Sponsorship of integration events with immigrants. Exclusive sponsors of the 2nd Integra Fair for immigrants, with stands
from 180 companies. The event was a huge success, with 85,000
visitors, nearly 18% more than the previous year’s 70,000. The invited Continue offering personalised attention to different customer
country this year was Ecuador. segments.
More countries added to the remittance service list. To continue bringing new countries into the system, according to the Implementation of a plan in the entire retail network to give advise
needs of our customers. Paraguay and Panama were added this year.
and personalised solutions for persons having trouble keeping up
Signing of new agreements to make new cash points available to our
with their loan payments.
Materiality project. Stakeholder consultation and engagement process continued, with Continue offering value to the communities where Caja Madrid
new initiatives: operates by helping them generate prosperity.
Customer satisfaction surveys: The yearly satisfaction perception
studies included questions for customers on our social projects and
products and on how we manage our social responsibility.
Focus groups with customers: A qualitative study was carried
out involving meetings with customers to know their concerns,
expectations and needs. These focus groups have given us perspective
on Caja Madrid’s social responsibility management performance and
Social Responsibility 2008 04. Customers 34
Customer Customer care
management and quality
In offering our products and services Caja Madrid to give them access to credit and to banking Caja Madrid has a proven track record of making
has always been guided by our concern for the distribution channels. attention to offering customers a personalised
society we live and do business in, all the more and quality service a paramount concern. This
in the current economic situation. That is why the The design of socially aware products and commitment to excellence drives Caja Madrid
Caja Madrid commercial policy is guided by the services, applying favourable terms to social to make quality a key differential element in our
following principles: groups faced with difficulties in obtaining business and is embodied in a variety of initiatives
financing and to small businesses to foster to implement quality standards and models and
Marketing anchored in a culture of customer their development, or directly earmarking guidelines for how our professionals should strive
service quality, staff training to ensure delivery some of the income generated on certain to carry forward our organisation’s core values in
of the right advice and the professionalism products for donation to non-governmental this respect.
of commercial teams to achieve maximum organisations (NGOs).
customer satisfaction. The search for continuous improvements requires
Transparent, ethical communication and the use of multiple communication channels in
A walk through the clouds
Ensuring that vulnerable social groups are not advertising material at the heart of the relationship order to ascertain our customers’ expectations
Cristina Rubio Moreno
excluded from financial services by working of trust between Caja Madrid and its customers. and adapt our products and services accordingly. Branch 1519 - Businesses
Customer trust is the bedrock on which to build
long-term relationships with clients that meet
their concrete needs, while delivering satisfactory
solutions to their more intangible requirements of
quality and security.
Social Responsibility 2008 04. Customers 35
care quality standards
In view of the current economic situation, a plan the loan, modifying the repayment method, Caja Madrid actively pursues excellence in all its aligning companies in the region around agreed
has been implemented in the entire commercial revising interest rates, flexible payment terms activities, with the conviction that while corporate standards of quality. The seal goes to companies
network aimed at offering advice and personalised in the first 24 months and the possibility of earnings are obviously important, the way you attain that make a strong commitment to innovation
solutions for customers who are having trouble qualifying for ICO aid. them also counts. and improvement and the satisfaction of their
paying off their debts. The plan involves the staff, while actively contributing to the social and
following basic initiatives: Creation of six specialised support centres, We therefore use a range of quality yardsticks and economic development of Madrid Region. In the
specifically in Madrid, Barcelona, Valencia and benchmarking tools to ensure high service quality and first edition of the Madrid Excelente Consumer
Early management in branches of potential Seville. management excellence: Confidence Awards, Caja Madrid came out the
payment difficulties, which has been winner in the “Large Companies” category.
strengthened with new tools, procedures and Creation of guidelines and training manuals to EFQM
products to boost the branch network’s ability to give Groups professionals the support they need The European Foundation for Quality Management CMMI Standard
find a solution that allows the customer to adjust to design and deliver personalised solutions for (EFQM) model is an analytical tool based on In 2008, Caja Madrid earned the Capability
their loan instalments to their current payment customers. indicators of business excellence. In 2007, Caja Maturity Model Integration (CMMI) level 3
capacity. Madrid renewed its European Excellence 500 + Seal certification for excellence in the development
In addition, Caja Madrid continues developing for a further two years on scoring more than 500 of information systems. It was the first company
One of the noteworthy measures in this regard commercial portfolios to address customers’ points according to the model. This recognition was in Spain and only the fourth financial institution
is the development of an online simulator for potential expectations and attend to them granted by the organisation for the first time in 2005 worldwide to attain a level 2 rating in this
the branch network that processes information individually with their own personal manager. and represents the highest distinction for corporate international model, a major achievement
on the customer’s present operations, excellence at the national and European level, held considering it is a savings bank and not a
employment situation and maximum Specialised advising is made possible by the by only 20 Spanish companies at the present time. software developer.
instalment that can be paid at present in order emphasis of ongoing training of our professionals
to recommend an instalment-adjustment and major outlays for technologies such as the QUALITY MANAGEMENT SYSTEM ISO 27002
solution that combines extending the term of Personal Advisor, a powerful tool that helps
ISO certificates endorse the management quality Caja Madrid was the first Spanish financial
advisors design and offer the solution best suited
of seven business areas in Caja Madrid, with institution certified to ISO 27002, originating in
to the individual profile and concrete financial
Obra Social, Telephone Branch, Tasamadrid, British Standard BS7799-2:2002, which accredits
requirements of each customer.
Caja Madrid Pensiones, Gesmadrid, External world class standards and professionalism in
Payrolls and Pensions and Securities Services all the security management of IT systems and
In 2008 we added a new retirement planning
currently certified to ISO 9001:2000. The design and platforms. This recognition consolidates our
service that allows clients to determine how
management processes of the Telephone Branch status as a technology leader in Spain.
much they must save in order to attain a certain
were certified for the first time in 2008, and all of
level of income in their retirement, based on the
previously certified areas were successfully audited
customer’s personal investment preferences.
once again by the external certifying agency.
Caja Madrid has held the Madrid Excelente seal
Reflections since it was first introduced in 2001, and renewed
Javier Ignacio Aquiso Gutiérrez it once more in 2008. This is an initiative sponsored
Branch 2274 by the Madrid Regional Government with the goal of
Social Responsibility 2008 04. Customers 36
The Q+ programme embraces a set of good As part of the drive to make management quality standards set in the Customer Care Quality Plan. Part of these efforts include the “Plan 50+”
practices in the quality and customer service a key differentiating factor in Caja Madrid, the The 2008 results of the “mystery shopper” project first begun in 2004 to pursue specific
areas that are transmitted to every member of the objectives charted for all branches and offices sector study point to further strengthening of actions to boost satisfaction in those branches
organisation. include satisfactory results in customer opinion the improvement achieved in 2007, keeping Caja which customer surveys indicate have the
polls regarding service quality. Madrid ahead of our main competitors on this most room for improvement. The success of
Part of the programme consists of the Q+ awards, measure. the project is quite clear: in 2008 the branches
an internal distinction that identifies and rewards Knowing the customer’s expectations and targeted for improvement in “Plan 50+” boosted
centres that stand out for excellence in the perception of our service is crucial for being able All results of the different yardsticks used are their average score in the satisfaction surveys
services they provide. In 2008 the award was given to carry out improvements in our organisation. taken into account in charting and carrying out by 10 points, compared with the overall Caja
to 27 centres. With this in mind, in 2008 more than 135,000 improvement plans aimed at increasing the level Madrid increase of 1.8 points).
surveys were conducted of our customers. of customer satisfaction.
In addition, the information obtained on the best
practices carried on by the Q+ centres serves as a All were intended to pinpoint the specific needs
model for crafting recommendations to guide the of the different customer segments in their
action of all organisational units. interaction with the Caja Madrid channels used to
provide them the services they demand (branches,
Internet, self-service terminals and telephone
banking), followed up by analysis of their degree of
satisfaction with the key retail products (deposits,
investment funds, pension plans …).
The 2008 results were very positive overall,
particularly in the channels and segments
previously identified as offering the most
opportunities for improvement. These results bear
out the positive impact of the initiatives taken by
different units in the Caja Madrid organisation.
The characteristics most appreciated by customers
were once again the telephone banking service
Sunflower and professionalism in dealing with customers.
Pilar Navarro Cuesta
The “mystery shopper” exercises allow us to
0477 - Real Estate And Construction obtain an objective view of the quality of the
service that Caja Madrid delivers to our customers,
while providing a check on compliance with the
Social Responsibility 2008 04. Customers 37
A cornerstone of Caja Madrid’s commitment to Pursuing initiatives to boost customer Physical accessibility of branches
continuous improvement is how seriously we take understanding of the financial world that are The NOS manual defines a model layout for
complaints, claims and suggestions, which we adapted to their individual profiles and the needs branches and all their elements which fully
regard as a valuable source of information straight that characterise their specific stage in their complies with accessibility conditions for the
from our customer base. working lives. disabled.
Part of the mission of the Customer Care Service Establishing distribution channels that can be Geographical accessibility
(CCS) is to study the handling of every claim to used by people with different types of physical
Caja Madrid operates 2,136 offices throughout
and visual disabilities, or living in outlying towns
make sure that Caja Madrid has fully respected Spain, including 193 branches and 310
or rural areas.
the rights and interests of claimants, and the letter automated teller machines (ATMs) to respond
and spirit of our commitments to them. to our customers’ financial needs in the more
underpopulated towns (less than 10,000
The CCS informs the rest of the organisation on Shine inhabitants) or economically distressed
all operational and commercial incidents brought David García Martín communities, in some cases regardless of the
to light in the claims so that they are taken into Branch 44000 turnover they actually generate. It also operates
account in our efforts to continuously improve a fleet of five “Ofibuses” that make regular
calls to senior citizens’ residences, university
service quality. Read more
matriculation days, cultural and sports events.
In 2008, an average of one claim was received for
every 140,000 operations carried out. Notably, only Accessibility Portal accessibility
The portals for retail customers (“Particulares”),
3.5% of the complaints received were later taken
Caja Madrid understands that bank usage is a Obra Social and Fundación Caja Madrid all hold the
to supervisory authorities, a testament to the high
fundamental right of every individual regardless of AA certificate awarded by CTIC (Centro Tecnológico
level of acceptance shown by claimants of the
his or her physical or social situation. de la Información y la Comunicación) in recognition
responses offered by Caja Madrid.
of their high level of accessibility for the visually
Spurred by the present economic situation, we Mirages impaired.
Suggestions received from customers are Juan Domingo Acebes
have taken action on three fronts to step up our
considered in the design of our process, Branch 1120 ATM accessibility
initiatives to enhance accessibility to financial
whenever possible and advisable, and managing services: Caja Madrid was a first mover in adapting its
suggestions well is another dynamic contributor ATMs for visually impaired customers. The new
to furthering excellence in our services. Since Designing social products for economically system, a pioneer in Spain, is being improved and
2003, “Your Idea Counts” has served as a channel vulnerable groups and promoting wealth rolled out to the entire ATM network, equipping
for active dialogue with customers. To date some creation through support for small businesses. the machines with headsets through which clients
1,000 prizes have been given to the more than hear the same information as displayed on screen.
8,500 suggestions received under the programme. Steps are now being taken to facilitate access to
Social Responsibility 2008 04. Customers 38
other groups like wheelchair users or people of Caja Madrid pays special attention to selected Seniors Universities
short stature. segments, like children, young people, seniors, The over sixties have their own specialist range Caja Madrid has a line of loans, with easy
foreign nationals, to which it offers better-than- including pension deposit facilities, loans, repayment terms, for the completion of master’s
La Casa Encendida market conditions and services with a clear value- pension service, telephone helpline etc., so they and other postgraduate courses, payment of
This cultural centre has taken its place amongst added component. can get on with enjoying life. In the seniors area university tuition or as advances on grants.
the leaders in offering educational and culture of www.cajamadrid.es, our elderly customers Low-interest loans are also available to teachers,
activities, with strong emphasis on social causes Our youngest public can find a complete range of segment-specific administrative personnel and other staff at public
and the environment. It welcomes and facilitates “Mi cuenta y Yo” for the under sixes, without products, activities and services of Obra Social and universities in the Madrid Region.
access to the disabled thanks to the accessibility charges or commissions. The child can keep this Fundación Caja Madrid’s, and the new channel,
management system established there, fully account up to the age limit and then switch it over Descuentos Desafío, with information on discounts Interest-free, no-fee loans are also made available
compliant with the UNE-170001 accessibility to a “Cuentas Tú”. and exclusive offers available only to Caja Madrid’s under the ICO Plan Avanza line for young adults,
standard. elderly customers. university students and the general public in a
The “Cuentas Tú” savings book offers youngsters scheme aimed at encouraging their take-up of
Channel personalisation from six to eighteen some useful financial Foreign nationals information technology.
One way to facilitate channel take-up is to offer advantages – zero commissions and a special The product and services offering for the rapidly
customers advanced personalisation tools, so interest rate to reward their first steps in saving. growing community of foreign nationals residing In addition, Caja Madrid has established an
they can set up their interface according to their Holders also have the right to free education in Spain was enlarged and strengthened in 2008. agreement with the Mutualidad Pro-Minusválidos
preferences. This function is currently available in insurance. New channels were brought on stream, while new Psíquicos for preferential credit lines for
the Internet Branch (in its individuals and business destination countries were added to the remittance beneficiaries of this association for the mentally
versions) and ATMs. Teens and young adults service. disabled, to pay for home adaptation and the
In 2008, Caja Madrid’s youth portal www.cmcool. purchase or adaptation of motor vehicles for people
es, continued its expansion as one of the leading These customers can also apply for a new with special needs.
websites of its kind. In addition to its attractive personal loan scheme to finance home purchases
lineup of CMCool dedicated products, the site in their country of origin. Caja Madrid also has an
has begun offering assistance so young adults agreement with Avalmadrid to offer advantageous
can rent a place to live on their own. The portal’s loans to self-employed immigrants.
offering of recreational activities and discounts
was strengthened, especially in relation to In 2008, this customer segment was also targeted
educational opportunities and tickets to shows, for specific sponsorship activities in relation to a
concerts and other leisure events. CMCool is an variety of events, such as the INTEGRA fair, where
important channel for publicising the Obra Social Caja Madrid acted as official sponsor.
and Fundación Caja Madrid activities addressed to
the younger public.
Social Responsibility 2008 04. Customers 39
Support for Social
small businesses housing
Caja Madrid works to make financing terms Agreement with Foment del Treball Nacional: Caja Madrid actively collaborates with the housing Caja Madrid continued to collaborate with the
as accessible as possible to new businesses For enterprises, entities and associations plans of central and regional governments and government of the Balearic Islands to finance
and promote the development of small and in Catalonia affiliated with the Catalan other public agencies. first-home purchases by young people, through
medium enterprises as its contribution to the confederation of business organisations Foment the Primera Hipoteca de les Illes Balears
growth of Spain’s entrepreneurial fabric. This is del Treball Nacional. Noteworthy in this regard was the renewal for programme.
done through a large number of agreements, the third straight year of the agreement with
highlighted by: Agreement with the Instituto de Fomento de la the Madrid regional government of the Hipoteca
Región de Murcia (INFO): Targeted at businesses Joven product to help give young people their first
Agreement with the Madrid Regional Young and entrepreneurs operating in the Murcia Region. experience in home ownership. Around 21,200
Entrepreneurs Association: This agreement home purchases have been financed to date with
establishes a series of financial advantages in Participation in Fundetec: Aimed at encouraging these mortgages, making Caja Madrid a reference
products designed for young entrepreneurs take-up of new information technologies among lender among young people in the region.
looking to grow their business by improving businesses and self-employed professionals.
their business administration capabilities and Since the beginning of the year, Caja Madrid also
financing. Agreement with CEIM and the Madrid Chamber collaborated with the Spanish Ministry of Economy
of Commerce: A programme to support Madrid- and various regional governments in managing
ICO Enterprise Promotion Line: A key initiative to area small and medium enterprises with a package of different direct aids from the central
channel financing under preferential conditions 2,250 million euros to finance businesses and government to help them rent their own homes.
to small and medium-size businesses and contribute to their investment projects.
independent contractors, with the sole objective Other important housing-related actions included:
of favouring the development and growth of Agreement with the European Investment Bank Solidarity - Never Alone
such enterprises. In 2008, the Caja Madrid (EIB): Beneficiaries can tap a 200 million euros Construction of subsidised homes and homes to Roberto Martín Sanz
Group climbed to the fifth spot in the ranking of credit line to finance their business projects be rented out with a purchase option as part of 0690 - Labour And Social Relations
financial institutions that distribute this product. on favourable terms. These credit facilities are the Madrid Regional Government Housing Plan.
targeted at small and medium enterprises, the
Agreements with Avalmadrid: The three lines self-employed and independent contractors. Financing home purchases by foreign nationals
of financing on favourable terms support living in Spain who wish to buy a property in their
immigrants, business start-ups and groups at ICO Plan Avanza TIC Loan Line: These interest country of origin with a loan arranged in Spain.
risk of social exclusion, to boost the economy free and no-commission loans foster take-up of
in the Madrid area, in addition to helping help information technologies. Loans to owners’ associations to undertake the
female entrepreneurs set up their first business reforms prescribed in the official programme of
as a means of furthering women’s entry into the Caja Madrid also participates in agreements with technical inspections of buildings.
labour market. In all, the three lines extended mutual guarantee companies and the Instituto de
nearly 200 million euros in financing to help Empresa business school to offer special financing Loans to tenants who have been assigned
generate wealth in Madrid enterprises. on favourable terms. homes managed by the Madrid Housing Institute
Social Responsibility 2008 04. Customers 40
Caja Madrid uses its different corporate portals to
offer customers the opportunity to deepen their products and
understanding of financial products, services and
The Buscador Caja Madrid (buscador. Caja Madrid gives back to society a substantial
cajamadrid.es/), search engine portal includes portion of the earnings raised from its financial
areas such as “I have to plan my retirement”, “I operations. In this sense, all our products and
need an advisor” and “I’m going to buy a home”. services have a social component.
The “Individuals” customer portal (www. Although the current economic crisis has
cajamadrid.es) offers the information retail prompted Caja Madrid to focus heightened
customers need to gain an in-depth grasp attention on economically vulnerable groups and
of loans, investment funds, pension plans, on the needs of small companies to help boost
insurance and other basic financial tools. business development, it continues to market
socially aware products and services that:
The “Aula” page on the Gesmadrid (www.
gesmadrid.es), portal provides information on Are designed taking social and environmental
the world of investment funds. questions into account.
The senior citizen centres run by Obra Social Assign part of the profits generated to non-
also host numerous activities in which elderly governmental organisations (NGOs) and
members of the community can deepen their charitable organisations.
Meditation in Siem Reap temples (Cambodia) Untitled
Patricia Calmuntia Arroyo0453 - Personal Francisco Ortiz Pérez De Ayala
BankinG 0698 - Training
Social Responsibility 2008 04. Customers 41
Affinity cards that make
a difference in society
Caja Madrid offers a range of debit and credit cards that incorporate a social value-added over and above their financial function. Part of the revenue generated by these cards goes to support
projects run by different NGOs and charitable organisations (“solidarity cards”) and cover the needs of population groups that quality for help (youth, elderly, immigrants).
UNICEF Card Carnet JOVEN EURO< 26 CEUTA
Holders of these cards know they are helping support UNICEF’s
healthcare and educational projects, and its work on behalf of the rights of As part of its drive to align products and services with the needs and
underprivileged children, thanks to the money regularly donated to UNICEF interests of the younger public, Caja Madrid launched the Carnet Jóven
by Caja Madrid from the profits generated by the card’s use. Euro<26 Ceuta, a debit card for 16 to 25 year olds resident in the city of Ceuta.
Holder benefits include:
* Discounts and special offers in Spain and 35 other countries on transport
and at hotels, stores and cultural venues displaying the Carnet Joven logo. A
list is available on www.ceuta.es/juventud .
DOWN’S SYNDROME Card
* Free travel assistance insurance.
Ever since it was launched by Caja Madrid and the Fundación Síndrome de
Down Madrid, this affinity card has attracted a large user base. Holders get to
contribute to projects for the integration and development of people with Down’s
Carnet JOVEN EURO< 26
A debit card for young people between 14 and 25, marketed exclusively in
DOWN’S SYNDROME BUSINESS Card the Madrid region by Caja Madrid in collaboration with the Madrid regional
Caja Madrid has brought onto the market a new affinity card that donates part government’s Directorate General for Youth Affairs. The card offers:
of the revenues generated by card use to the Fundación Síndrome de Down
* Discounts throughout Europe on travel and other activities and in a wide
Madrid, an organisation that works to advance the integration and job placement
of persons suffering from Down’s Syndrome. The target public for this specific range of museums and establishments.
business card primarily consists of companies that collaborate with the Fundación * Shopping in all stores which accept the Visa brand, both in Spain and
Síndrome de Down through the Stela project for job training and placement of the abroad.
disabled, and companies and professionals sensitive to social issues.
* Free travel assistance insurance.
CMCOOL Card INTERMON-OXFAM Card
CMCool is a card for younger people aged 24 to 35, a population segment With the INTERMON-OXFAM credit card issued by Caja Madrid, each time
generally in need of easier access to financial products and services. The the holder makes a purchase, he or she is making a contribution to the
card carries no issue charge and maintenance is free up to age 25; holders
development projects led by Intermón-Oxfam, including their fast-response
get a 2% discount on mobile phone recharges via Caja Madrid ATMs, the
Internet Branch and the Mobipay payment system. humanitarian aid and rescue campaigns, such as medical attention in Gaza,
efforts to control the cholera epidemic in Mozambique, and others.
Social Responsibility 2008 04. Customers 42
AQUÍ-ALLÁ (“Here & There”) Card DESAFÍO Card
This card addresses the special needs of the immigrant population, as a socially The RENFE Dorada credit and debit cards issued by Caja Madrid to provide
disadvantaged group. AQUÍ-ALLÁ consists of two cards:
discounts on train fares and other advantages to the over sixty have been
* A debit card for the customer residing in Spain that not only performs the renamed the Desafío card, with new and improved benefits for cardholders.
standard payment function, but can also be used to send money to their families The card continues the advantages associated with its precursor Dorada card,
via the Caja Madrid ATM network. such as discounts of up to 40% on long and short-distance train travel, and
* A prepaid card for the beneficiary of these remittances, who can withdraw now delivers additional benefits, such as an advanced legal protection service
them at branches or cash points in his or her country of origin, as well as using and a second medical opinion service, all free of charge for the customer. The
the card for retail purchases. credit version of the card comes with free accident insurance.
Cards can be customised with the flags of the main countries of origin of our
customers: Bolivia, Colombia, Ecuador, Peru and Rumania.
Low costs combined with fast, worry-free transactions make this a keenly
competitive remittance medium.
This is the first such affinity card in Europe designed to support Paralympic
The AQUÍ-ALLÁ card received the international OSCARD 2007 award for
innovation in payment cards, and has positioned Caja Madrid as a provider of sports. Paralympics athletes, their families and any person who wishes to
choice among the immigrant community. support them can use this credit card, which, in collaboration with the Spanish
Paralympics Committee, allocates part of the proceeds to support sports
programmes and activities for disabled athletes. Since it was launched in 2008
before the Beijing Olympic Games, this card has recorded strong growth.
WOMEN ENTREPRENEURS Card
SOCIETY FOR THE PROTECTION OF ANIMALS AND
Launched in 2000 in collaboration with the Spanish Businesswomen’s PLANTS Card
Association, part of the proceeds go to funding training courses, seminars,
congresses, advisory services and job placement programmes for Caja Madrid also finds room in its social agenda to provide financial and other
enterprising women. The benefits of the Visa Mujeres Empresarias also assistance to voluntary groups working to preserve wildlife.
include free accident insurance.
This commitment is reflected in the card launched in 2003 with the Alicante
Society for the Protection of Animals and Plants
CARNET +26 UNIVERSITY Cards
Caja Madrid also offers the +26 card, in partnership with the Madrid Regional Caja Madrid maintain an active presence on Madrid university campuses
Government. The 26 to 29 age group this card is aimed at can enjoy: through the student cards it issues. These cards, cost-free for the
* Discounts at a wide range of stores and other establishments in the Madrid Region. cardholder, are also used for some of the services provided by the university,
as well as providing the standard financial services of prepaid, debit and
* Exclusive prize draws, gifts and promotions for +26 cardholders. credit cards.
* Free travel assistance insurance.
Social Responsibility 2008 04. Customers 43
Emergency Socially responsible
donation accounts Insurance investment
Caja Madrid runs 68 donation accounts for The current economic instability has swelled the Caja Madrid’s goal in this area is to let customers know Employee pension fund: the investment policy
customers wishing to make a financial contribution ranks of the jobless. Caja Madrid has responded by that investment in companies that are profitable and statement of the Caja Madrid Group staff pension
to NGOs anywhere in the world through the Internet offering our customers new products to deal with operate to socially and ethically responsible standards fund includes a series of ethical considerations, like
Branch. the difficulties associated with unemployment: can be a valuable instrument for the betterment of our excluding from the portfolio any assets of companies
society. exploiting child labour, harming the environment or
These accounts are all displayed in the “Services” Nómina Protegida insurance: payment protection otherwise in breach of fundamental human rights. The
section of the Caja Madrid portal. in the event of unemployment. This insurance To this end, it has built up a portfolio of socially fund’s Control Committee has the power to add other
supplements the official unemployment or responsible investment products and funds investing exclusion criteria to the list as needed.
Whenever humanitarian catastrophes strike, temporary disability benefits, as well as providing in companies with a positive impact on environmental
appeals for donations are issued through all the coverage for death by accident or cardiovascular conservation: EIRIS: an IT application to guide occupational pension
appropriate corporate channels. causes, plus the expenses of maintaining the plans wishing to invest in a socially responsible
beneficiary’s home. PRO UNICEF Solidarity Benefit Fund: belonging to manner. The system is already operative in the pension
the “Ethical/Ecological/Social Responsibility” category of plans of the Madrid City Council, the Spanish Parliament
Protección de Pagos insurance: provides coverage Spanish collective investment association Inverco, with and Fondoandalsur (contributed to by the Municipal
for borrowers who have personal or mortgage 0.5% of management fees donated to UNICEF. The fund Councils of Jerez de la Frontera, Trebujena, Chiclana de
loans from Caja Madrid. These policies help the portfolio contains no holdings in makers of weapons, la Frontera and Vélez Málaga).
insured pay the loan instalments in the event of alcoholic beverages or tobacco products.
unemployment or temporary disability
Salud Elección: provides access to private
low-premium health insurance, guaranteeing
Assets (thousand euros) Members
completely personalised medical attention, without Pension plan 31/12/2008 31/12/2008
waiting lists and with the broadest primary care
coverage Employees Caja Madrid 672,396 18,974
Madrid City Council 20,048 30,281
Andalsur 16,474 3,128
Ana Isabel López Ruizo
0683 - Organisation Spanish Parliament 3,619 1,425
Especially noteworthy were the following funds that invest in companies that manage natural resources:
Caja Madrid Recursos Naturales: invests in companies that operate in renewable energies and the water industry.
Caja Madrid Oro Azul: invests in the world’s top 10 water companies.
Assets (euros) Members
Ethical funds 31/12/2008 31/12/2008
Pro UNICEF Fund 2,611,036 331
Caja Madrid Recursos Naturales 2,770,870 442
Caja Madrid Oro Azul 28,239,853 1,932
Social Responsibility 2008 04. Customers 44
Technological development and an increasingly Caja Madrid has been working in recent years to Data control mechanisms, so each time a card is Courses on all branch security-related matters are
global and competitive economic landscape call for expand its technological capabilities at the service used its numbering is changed, to avoid copies of available to new, temporary and permanent staff.
new business models to protect and preserve the of system and software security, implementing the magnetic strip. Employees can also watch a training briefing on the
confidentiality of information. Caja Madrid sees the best-in-market safeguards to ensure the integrity e-personas portal showing them how to prevent or
safekeeping of business, customer and staff data and confidentiality of all types of information. SMS message alerts to confirming card respond to theft, assault or fraud.
as both a legal and an ethical imperative. transactions or alerting to suspected fraudulent
The result was that Caja Madrid was the first use. Branches are equipped with the latest in security
It has reworked its “Information Security Policy Spanish financial institution certified to technology, above and beyond the legally required
and Guidelines” in line with the latest legislation BS7799-2:2002, accrediting world class standards Video recording cameras at all cash point. standard, including:
in this area: the Personal Data Protection Act in the security management of IT systems and
(known by its Spanish initials LOPD), Royal platforms. Sensor and alarm control of front-door opening. Digital closed circuit TV.
Decree 994/1999 regulating security measures
for automated filing systems containing personal
data, the Information Society Services and Security in “My favourite operations” submenu option on
main ATM menu for faster error-free use.
Local alarm centres with internet protocol (IP)
E-Commerce Act, etc. This policy rests on a
series of procedures, access controls and IT data Safety doors complete with metal detectors.
protection tools that are detailed exhaustively in
The following security-enhancement features have
the Caja Madrid Systems Security Plan. Delayed opening safes at teller positions to
been incorporated into Caja Madrid automated teller prevent casual theft.
Given the nature of our business, Caja Madrid is Self-protection plans are in place for central service
Lighting devices that clearly signal the card insert especially concerned about the safety of customers and flagship buildings as well as emergency
slot. and employees, and we do everything in our power procedures at branch level.
to assure their protection.
Secure keypad entry system that destroys the
code entered if the keypad is manipulated. All Group employees can access a Branch
Security Manual through the corporate intranet,
Privacy screens that provide no lateral visibility, with instructions on how to react in a series
so that only the customer standing directly in of threatening circumstances. This is vitally
Other times front of the screen can see the information. important, as the collaboration of our staff is of
Jorge Andrés Remacha Lorenzo decisive importance for detecting, preventing
0479 - Purchasing Sensors for the detection of possible card-copying and investigating criminal acts involving our
devices. organisation, and for protecting the safety of our
people and customers.
Customers are prompted to re-enter their
personal code at the final stage of cash
Social Responsibility 2008 04. Customers 45
Ethics and transparency in advertising
and communication with customers
All written correspondence complies with the defence of fair competition. The mere fact of The projects carried out to enhance customer Development of a security system for large
personal data protection legislation as regards belonging to Autocontrol certifies that Caja Madrid service include: transactions via the Internet Branch for
the confidentiality of the information supplied. has no disputes or complaints outstanding, as the Businesses, whereby a request for a second
In addition, Caja Madrid has implemented the association does not accept or maintain members A new service that allows customers to contract pre- signature is sent via SMS.
European Union Directive on Markets in Financial who do not agree to abide by its code of self- approved loans directly through our complementary
Instruments (MiFID). This Directive seeks to regulation. channels (Internet Branch, mobile telephone and Launch of a corporate portal and a new
maximise investor protection in all areas of self-service terminals). Internet Branch with a total of 60 specially
the financial services industry, including the In accordance with Bank of Spain rules, all adapted services for the iPhone.
information sent to customers, which must be advertising copy that so requires carries a New integrated correspondence system with double-
impartial, clear and not misleading in any way, registration number (RBE) certifying that it has sided statement printing for customers. Launch of the new Innovation Portal offering
so that clients understand the nature and risks of been reviewed and approved by the central bank. information about innovative projects and
the product or service offered, and the associated Likewise, all Caja Madrid mutual fund campaigns Implementation of a new passbook system, practices and encouraging staff to participate
costs. The materials receiving specific regulatory are previously cleared and then supervised by using a single physical passbook, which can be at every stage of the innovation process, from
attention include pre-contractual information, the the product analysis team of securities regulator personalised in the branch’s financial printer in generating ideas to transforming them into
actual contracts themselves, and post-contractual CNMV. accordance with the chosen product. marketable products and services.
information (content and frequency of account
statements and order confirmations). Creation of new personalised portals for Caja Madrid’s concern to make all channels user
Caja Madrid’s commitment to ethical and
Technology and Personal Banking, Caja Madrid Pensiones and
Sala Retiro, applying Web 2.0 development
friendly is clear to see. For instance, through the
audio option in ATMs or the use of extra-large
transparent communication also finds expression
in its membership of Autocontrol, which it
innovation practices. letters in menu displays to facilitate access
by visually impaired users; and, in branches,
joined in 1999 and on whose executive board One of the main pillars of the 2010 Technology Plan Technological upgrades have allowed through the deployment of large-format screens
it currently sits. Autocontrol is an association is “value for the customer” and, indeed, some 80% improvements to be made in sales processes, risk offering news, information and event listings.
set up by advertisers, advertising agencies and of the budget is earmarked for projects that put this management, operations and internal efficiency:
communications media. Its goals include the principle into practice. This ambitious technology New system to reinforce the monitoring and
safeguarding of consumer and user rights and investment plan strengthens the Caja Madrid branch control of financial advice given to customers
network’s position as the most technologically and information reported to supervisory bodies
advanced in Spain, with one of the highest levels of under MiFID guidelines.
technology expenditure per customer.
Implementation of advanced risk management
In 2008, Caja Madrid’s activities in the technology models in line with Basel II.
area were guided by three fundamental goals:
development of new products and services, The following projects contributed to driving
control of risks and non-performing loans and the continuous technological improvement that
technological innovation as a key differentiating has made Caja Madrid one of the pre-eminent
factor to strengthen the current levels of efficiency financial institutions in this respect:
María Dolores Moriche Calado
Social Responsibility 2008 04. Customers 46
millon spending on Obra Social
millon spending on
Fundación Caja Madrid activities
of beneficiaries and users
Degree of progress: Initiated In progress Completed
COMMITMENT 2008 COMMITMENT 2009
Development of new studies through the Social Demand Observatory. Studies conducted include “The disabled sector in Spain”, “Job placement of Carry out projects to conserve Spain’s historical
persons at risk of social exclusion: analysis of social integration agencies in Spain”, heritage sites and continue supporting
educational and environmental education Internet portals for the “Aula On Line postgraduate education programmes.
Cajamadrid” project, and a diagnostic study of the current state of cultural activities.
New improvement actions as a result of feedback
New improvement actions as a result of feedback gathering from main Beneficiaries of Obra Social programmes were actively consulted and 10 gathering from main Obra Social projects.
Obra Social projects. improvement measures has been introduced as a result of the analysis.
New resource centres for the areas of disability and
Improve the social return of leading projects by applying the Social The Social Return Model allows all projects to be assessed in terms of the social exclusion.
Return Model. effectiveness of their response to social needs. In 2008, these evaluations were
conducted on 80 projects, which accounted for 79% of the investment. Improve the social return of leading projects by
applying the Social Return Model.
Additional resourcing of projects to encourage
Creation of a day centre network for elderly dependents. Caja Madrid has sponsored infrastructure projects to build, purchase or expand day active and healthy ageing.
and/or overnight centres and residences.
Greater involvement of Caja Madrid branches in the
New resource centres for the areas of disability and social exclusion. The greater part of these initiatives targeted job training programmes and the management of social, environmental and cultural
creation and fitting-out of infrastructure for Special Employment Centres and Social subsidies.
Integration and Promotion Enterprises.
Additional resourcing of projects to encourage active and healthy Support has gone to innovative and effective projects that promote active ageing and
ageing. care for the dependent elderly.
Greater involvement of Caja Madrid branches in the management of Positions have been created in the business offices of the retail branch network to
social, environmental and cultural subsidies. represent Obra Social, whose main functions include selecting and proposing activities
demanded by the commercial network.
Adaptation of La Casa Encendida spaces, facilities and management La Casa Encendida operates under the Global Accessibility Management System
system in line with the findings of the accessibility audit. to allow it to continue making advances and improvements in this area. In 2008
certification to the UNE-170001 standard was renewed.
Social Responsibility 2008 05. Society 48
The activity of Obra Social and Fundación Caja Legitimacy Caja Madrid manages the following programmes through
Madrid is framed at all times by the principles Obra Social should enjoy full recognition from its its community welfare organisation Obra Social:
and policies approved by the General Assembly, users and beneficiaries, the people within Caja
namely: Madrid and society at large for its activities, based
on qualities that single it out as innovative and Education Social welfare Culture Environment
Unity “different from the rest”.
Obra Social is to be seen as the sum of all social Education/training for Assistance to the elderly Cultural activities Nature and the
and cultural activities carried on with the support Independence children and young people environment
of Caja Madrid irrespective of who organises or Obra Social conducts its activities with complete Assistance to dependent
manages the initiatives. independence, though it may from time to time persons
enter into partnerships with public or private
Equity agencies as a means to leverage its social Development cooperation
Resources are allocated on the basis of need, investment and strengthen and assure its image
timeliness, appropriateness and urgency. and mission.
Decisions on the activities to be programmed and
the individuals, families, groups and institutions Economy Obra Social Caja Madrid spent a total of 200.1
they target seek to achieve maximum social return Obra Social activities are conducted with attention million on these programmes in 2008, carrying
on the funding employed. to their effectiveness, to ensure that the objectives out more than 14,000 projects and activities that
charted are achieved; efficiency, so as to consume reached some 15.7 million people. In addition
Relevance the fewest possible resources in meeting our to these programmes, Obra Social operates
Social and cultural activities should be attuned to objectives; and synergy, making full use of the 153 proprietary spaces. The breakdown of this
the social agenda of the day, to the demands and resources and talents available within Caja Madrid. spending is depicted below:
aspirations of our society, combining a forward-
looking, innovative approach with permanent Social effectiveness and timeliness For a more detailed description of each of these
attention to our commitments and obligations Evaluating the ripple effects of the activities programmes, visit the Obra Social website.
under projects in progress. pursued, their impact on the target groups and
the added value they generate, in accordance
Transparency with the social and cultural needs of the day, and
Project selection criteria, control procedures and periodically reviewing the evolution of those needs
decision-making processes are given the widest to chart new priorities and objectives.
possible publicity, while society and the media are
kept constantly informed about Obra Social activities
as a way to improve and strengthen its image.
Social Responsibility 2008 05. Society 49
Care for the
Every year, Obra Social Caja Madrid actively seeks The main lines of action in these areas were: Ongoing support for the publication of practical Calls for projects to assist people with disabilities
out solutions to improve the quality of life of handbooks to inform, educate and raise public and their families
senior citizens through projects that foster their Promotion of projects providing therapy, awareness on Alzheimer’s disease. Obra Social Caja Madrid provided funding for some
integration and participation in society. rehabilitation projects and “breaks for care- 364 projects to assist the disabled, benefiting
givers”. Social centres for the elderly 201,647 persons directly and another 701,635
Our efforts have supported innovative and effective Obra Social Caja Madrid has 41 social centres indirectly.
projects to promote active ageing and provide Collaboration in: known as “Spaces for the Elderly” that are used
care for elderly persons who are no longer self- by 121,259 beneficiaries in the regions of Madrid, This aid has been used to support efforts aimed
sufficient. Volunteer organisation. Castilla la Mancha and Ceuta. Apart from serving at prevention, early attention, rehabilitation and,
as meeting places, these centres conduct activities most importantly, the construction, expansion and
In 2008 such initiatives were funded with €29.7 Home assistance. to improve the quality of life of our older citizens by refurbishment of the infrastructure for residences,
million, highlighted by: fostering their social integration and participation day and occupational centres.
Construction, refurbishment and fitting-out of in the community, lifelong training and introductory
Calls for projects in support and care for the day and residential centres. courses in new technologies. Calls for projects to assist persons suffering
elderly and their families inequalities or at risk of social exclusion and their
The 124 projects approved in 2008 reached 62,996 Other social assistance programmes for the The Spaces for the Elderly network hosted 4,440 families
persons directly and indirectly benefited another elderly activities in 2008, spanning such varied areas as The 280 projects in this area benefited 562,685
190,427. In addition to the funding granted through its calls, preventive health, citizenship, current affairs and persons directly and 2,247,373 indirectly. Target
Obra Social Caja Madrid supported 32 one-off new technologies, arts and crafts, performing arts collectives include socially vulnerable children and
In response to one of the more pressing needs projects benefiting 1,004,522 persons. These and culture, leisure and pastimes. young people, alcoholics, drug addicts and ex-drug
of society’s elderly population, Caja Madrid activities seek to deliver social-medical assistance addicts, HIV-positive and AIDS patients, prisoners
sponsored infrastructure projects to build,
purchase or expand day and/or overnight centres
to dependent elderly people.
Care for dependent and ex-prisoners, victims of domestic violence,
prostitutes and the homeless.
and residences. Other programmes of note include:
persons Most of these projects are designed to promote
Support was also given to initiatives promoting Adapting homes for the disabled elderly. prevention, rehabilitation and training for the
active ageing and healthy living habits. Obra Social Caja Madrid supports initiatives to persons involved. In parallel, funding is provided
Speech therapy for sufferers of Alzheimer’s foster social integration and job placement for for the construction and/or acquisition of centres to
Call for projects dealing with Alzheimer’s, disease. dependent persons. In 2008 a total of €56.5 million house this kind of activity, and their refurbishment,
Parkinson’s and other neurodegenerative were invested in projects and centres catering for enlargement or fitting-out.
pathologies associated with the ageing process Encouraging and organising senior citizens to people suffering disability or chronic disease, and
The 2008 edition reached a total of 109 transmit their cultural and artistic knowhow to those at risk of social exclusion.
programmes that provided assistance to 12,699 school children and members of other social
persons and their families, including 4,633 groups with limited access to the world of In 2008 this aid was basically channelled through
individuals with Alzheimer’s, 4,961 Parkinson’s culture to more fully integrate them into the the following projects:
sufferers and 3,105 people afflicted by other information society.
Social Responsibility 2008 05. Society 50
Calls for projects dedicated to employment Some 1,182 actions of this kind were carried out Special mention should be made of the work Emergency Aid Plan
creation and promotion for people with disabilities in 2008 by this project ,which, since its inception carried on by the Solidarity Area of the La Casa Obra Social’s other cooperation resource, the
and groups suffering inequalities and at risk of three years ago, has helped place 3,000 persons Encendida cultural centre, which continues Emergency Aid Plan, continued its partnerships
social exclusion with disabilities and a risk of social exclusion in organising workshops, courses, talks, exhibitions with Bomberos Unidos sin Fronteras, Acción
Some 112 projects of this kind received support jobs at 1,600 Spanish companies. and social awareness seminars for the general contra el Hambre, Médicos del Mundo and, as new
from Obra Social Caja Madrid that contributed public and, above all, for persons deal with ally in 2008 in the response to humanitarian crises,
to first-time job placement and/or maintaining Construction of targeted care centres disadvantaged persons in their work or volunteer Intermón Oxfam. Since the plan was first started,
jobs for 3,068 persons. A total of 13,777 persons With the enactment of the recent Law for the activities. These concerns were reflected, amongst aid has gone to more than 40 countries in the form
benefited directly and 44,995 indirectly. Promotion of Personal Autonomy and Care for others, in the “Gandhi: my life is my message” of rescue and evacuation, provision of drinking
Los beneficiarios directos de este tipo de ayudas, Dependent Persons, and our ongoing concern photo exhibition and roundtable, and the “34 views, water and sanitation, and basic nutritional, health
son personas con discapacidad física, intelectual o for meeting the needs of the disadvantaged lest we forget” exhibition of photographs of victims and food safety assistance for the victims of natural
sensorial, en riesgo de exclusión social (personas in our society, Obra Social Caja Madrid’s is an of humanitarian crises, and the “Theatre and the and other catastrophes.
sin hogar, inmigrantes, drogodependientes), active partner in a programme to build purpose- Disabled” series.
jóvenes y mujeres con dificultades para el empleo specific centres to support persons suffering from
y personas en dificultad socio-laboral en general.
El mayor número de iniciativas se ha dirigido a
disabilities and discrimination and vulnerable to
programas de formación para el empleo y a la
creación de infraestructuras y equipamientos de A notable achievement along these lines was the
Centros Especiales de Empleo y Empresas de construction and fitting-out of a homeless shelter, Forty development cooperation projects were
Promoción e Inserción Social. with the support of the RAIS Foundation (Social- executed in Honduras, Guatemala, Dominican
Labour Integration Support Network), and a day Republic, Nicaragua and El Salvador, funded with
ECA Caja Madrid – Supported employment centre for persons with traumatic brain damage a total of € 3.7 million in 2008, reaching 183,684
programme and their families, in collaboration with APANEFA beneficiaries directly and 874,319 indirectly.
The aim of the ECA project is to offer job (Traumatic Brain Damage Association of Madrid).
opportunities to disabled and otherwise These initiatives were aimed at improving primary
disadvantaged persons who have especially Other programmes healthcare, basic sanitation, education, promoting
severe difficulties finding ordinary employment. Obra Social Caja Madrid has supported 65 productivity and enhancing revenue-generating Fernando Medina Gascón
Beneficiaries are helped to be able to live one-off projects serving a total of 1,588,702 capabilities, with 50% of these programmes 0764 - Care Coordination And Programming
independently and lead a more normal social and persons, ranging from programmes to care for benefiting the most vulnerable social groups,
working life. This is achieved by providing them individuals with chronic mental illness, initiatives women and children in particular.
with on-the-job training and mentoring during to promote volunteer groups, the prevention of
the initial period to help prevent rejection in the drug addiction and providing ambulances and
workplace and minimise adaptation risk. other medical vehicles to municipalities all over
Spain. Furthermore, the 2008 edition of the Caja
Madrid Social Research Awards was dedicated
to exploring the causes and consequences of
Social Responsibility 2008 05. Society 51
The goal in this area is to help young people families, such as sign language workshops and organised to foster and strengthen democratic open to the general public and with full disabled
develop the kind of social skills and experiences counselling through the Parents School. habits in the classroom through debates access.
they need for their personal growth and and votes. Discussion forms are held to give
development as well-rounded citizens. Supplementary learning centres students the chance to express themselves, In 2008 more than 702,000 persons participated
Obra Social Caja Madrid runs 11 language learning exchange and contrast opinions and defend in the 2,187 activities organised by La Casa
The 2008 education and instructional programme centres and 39 reading rooms their views. Some 19,114 students participated Encendida. A representative sampling of those
was funded with €49.9 million. in the activity in 434 different schools. The “Mock activities includes:
The language schools offer programmes in European Parliament” is another initiative
Early childhood, youth and special education and English as a foreign language and Spanish for to familiarise youngsters with the virtues of Exhibitions. Se han organizado exposiciones
training immigrants that were attended by a total of 4,197 dialogue, raise their awareness of what it means sobre videojuegos “Try again”, sobre dos
Some 1,063 children aged from four months to students in 2008. to be a citizen of Europe and enhance their artistas internacionales, Ellen Kooi y Jesper
six years are enrolled in the five early childhood understanding of and skills in parliamentary Just; así como muestras acerca de los nuevos
centres supported by Obra Social in the 2008/2009 The Obra Social Caja Madrid network of libraries debate.
representantes del arte indio o la cultura
school year. serves 225,078 active members, who have access
urbana y actual de EE.UU con “Beautiful
to 512,633 books and publications, which now Internet programmes. The diverse projects
The social action plan pursued during the year include materials adapted for disabled readers. carried out seek to awaken young people’s
continued to bring important assistance to families creativity and interest in literature and advance
of children with special learning needs and to Programmes for school-age children their knowledge of the principles that inspire the Performing arts. El festival de música de baile
families of immigrants. The 50 projects carried out during the year are European Union and the Spanish Constitution. culta “Let’s dance”, el festival “Electrónica en
a valuable resource for teachers, and motivate abril”, o el ciclo dedicado a la Nueva Canción
Support to young people’s education and training youngsters to acquire values, habits and Francesa, han sido algunas de las propuestas
is channelled through the six centres run by
Obra Social Caja Madrid (curricular, occupational
experiences that enrich their lives in and out of the
classroom. Emphasis is also placed on promoting
Culture más destacadas.
and supplementary instruction) with a total of their integration into society and the job market. The 4,847 events organised in 2008 in proprietary Audiovisual arts. Con la programación de
2,822 students enrolled. These centres promote and co-managed spaces reached an audience cine contemporáneo, cortometrajes y las
comprehensive job training and education in The main types of programmes are briefly of 6,916,551 people, and were resourced with an últimas creaciones en vídeo experimental
values for young adults, as well as helping them described below: annual budget of €30.3 million. con las retrospectivas dedicadas a directores
in their transition to world of work. Personalised contemporáneos.
attention and support is also provided to students Scholarships. A total of 200 students and Cultural activities in proprietary spaces
with difficulties and their families. vocational educational graduates participated Obra Social Caja Madrid has 15 sites dedicated Literature and thought. Destacan talleres
in seven weeks of on-the-job training in y conferencias con escritores de prestigio,
to the worlds of art and culture. Below we briefly
The Ponce de León centre offers a standard companies in the United Kingdom and encuentros con directores de cine,
describe the two of them: La Casa Ecendida in
education curriculum with preferential and special Ireland under the auspices of the “Eurobecas” presentaciones de novelas y proyectos entre
Madrid and the Espai Cultural in Barcelona.
integration advantages for the deaf and hearing programme. creativos de los distintos oficios de la cultura
impaired, to help them build their skills and self- La Casa Encendida: A pre-eminent cultural centre que convergen en programas como el de
confidence. The basic instructional programmes Debating programmes. A new edition of and meeting place for the worlds of art, education, “Emergencias”.
is supplemented with activities for the students the “Aulaforo Caja Madrid” programme was
social concerns and environmental awareness,
Social Responsibility 2008 05. Society 52
Espai Cultural of Barcelona: This centre has world of film shorts, with 521 entries in the Fundación Caja Madrid’s activities radiate out to large areas of
hosted exhibitions such as “Passion in the stands”, competition. Spanish society and cultural life:
a visual journey through the varied events and
situations that accompany a football match; Photography. The 2008 exhibitions were highlighted
“The colours or water”, with emphasis on the by “El mundo hoy. Nosotros” and “Caja Madrid Conservation of Spain’s Music promotion and Sponsorship, cultural Scholarships, research and
Family Album”, along with the online photography historical heritage dissemination in Spain promotion and exhibitions universities
importance of responsible uses of resources;
“The intimate pleasure of reading” and “Palpable competition “Revelados 08”.
words”, focused on the world of reading. These Collaboration with official Concerts Publishing activities Support for
were accompanied by diverse other exhibitions, Literature. Organisation of the “Narrative and institutions in the Madrid postgraduate
along with films, theatre and concerts, and the Essays Prize”, as well as the “Luis Rosales Region instruction
“Cultural Tuesdays” series of culture appreciation Memorial Prize” and “Vicente Aleixandre Poetry
Restoration works outside Education Exhibitions Research support
activities for youngsters Competition” for young authors.
Cultural projects Music. Keynote projects include the “Sounds Smaller-scale restoration Musicological research and Sponsorship of cultural Support to university
The socio-cultural projects supported by Obra of the Earth” concert programme for schools, works recordings institutions programmes
Social Caja Madrid work on two main fronts: so children can experience and learn about
one is to promote access to and interest in the the customs and traditions of other countries;
Total spending by Fundación Caja Madrid’s in its For a more detailed description of each area, visit
world of culture and artistic creation amongst and “Acordes Caja Madrid 2008”, a scheme for
programmes of activities reached €77.9 million in the Foundation website.
schoolchildren and disadvantaged social groups, conservatory and music school orchestras
2008, distributed in the following areas:
and the second is to support the work of budding
young artists by offering prizes, scholarships and Theatre. Including theatre campaigns developed
various forms of aid. especially for children like “Live the Theatre, the
stage is yours”, which offers instruction in the
The initiatives pursued in 2008 included: performing arts for youngsters.
Art. “Generations: Caja Madrid Art Awards and Culture and social solidarity. This section takes
Grants”, to recognise and promote the work in cultural programmes designed for elderly
of young creators; the “Inéditos” programme and disabled persons and groups suffering
of aid for call for exhibition proposals in the social exclusion. Some of the more notable
emerging arts; and the “2008 Poster Prize”, examples are the “Coffee, Chat and Cinema” film
with 449 entries, organised around the theme of screenings for the elderly and “Raise the curtain,
reflecting on the relationship between healthy lower the obstacles”, to encourage disabled
eating and respect for the environment. people to take up theatre.
Film. The “Cortos Caja Madrid Contests”
supports young Spanish filmmakers in the
Social Responsibility 2008 05. Society 53
Fundación Caja Madrid has devoted over €158 and attract visitor interest, and produces video Fundación Caja Madrid’s music programme is Fundación Caja Madrid, in collaboration with
million to this programme since its start-up in documentaries and organises on-site exhibitions the largest carried out by any private non-profit Spain’s national youth orchestra, the JONDE,
1991. No other private non-profit institution has put and concerts. organisation in Spain. provides scholarships and travel grants for the
more resources into preserving Spain’s historical orchestra’s young instrumentalists wishing to
heritage. One of the star projects in 2008 was the restoration The programme takes in three main categories pursue further studies in Spain or abroad.
of the Church of San Pablo in Valladolid, which was that are mutually related: concerts, education and
Aside from its longstanding collaboration with the approached as a multi-faceted cultural project, with research, and musicology research, publications Research:
Madrid City Council and Regional Government, a public relations campaign, on-site interpretation and recordings. Recovery of key works from Spain’s musical
in 2008 the Programme for the Conservation of centre and guided visits that attracted over 40,000 heritage.
Spain’s Historical Heritage approved two new people to see firsthand the scientific and technical Concerts
projects: restoration of the “Casa Amatller” house value of the project. The aim here is to break down the psychological During 2008 work was completed to catalogue
in Barcelona, a landmark of Catalan modernism, resistance of certain sections of society to classical the musical manuscript collection of the heritage
and of the Santa Isabel Royal Convent in Granada. The restoration of the historical windmills in music, so it can be better understood and enjoyed organisation Patrimonio Nacional, and two
Campo de Criptana was completed in 2008 as by all. The 2008 programme took in the Chamber new editions were published in the musicology
The conservation programme has been steadily part of the Special Landscape Protection Plan, Music Season, the Music and Heritage Season, collection “Patrimonio Musical Español”.
expanded to include heritage research and the heart of an integrated project to safeguard, the Lied Cycle and the Spanish music cycle “Los
appreciation activities that form a natural better manage and allow the public to enjoy and Siglos de Oro”, along with a new edition of the Musicology publications and recordings:
complement to the restoration works. When appreciate the monuments and landscape of the “Music of Our Time” contemporary music series in As part of a 3-year series, Fundación Caja
the works are completed, for example, the Sierra de Molinos and its surroundings. partnership with the Madrid Regional Government Madrid started up a programme to produce
Fundación Caja Madrid adds a new publication and the Ministry of Culture. recordings in three different musical areas,
to its “Restored Monuments” series, to provide These ambitious initiatives were complemented in building on earlier projects and bringing them to
a technical account of the work undertaken 2008 by Fundación Caja Madrid’s continued activities Education: fruition: recordings of Spanish historical music,
to study popular perception of historical and artistic An ambitious pedagogical project for school in the “Los Siglos de Oro” collection; Zarzuela
heritage and its preservation, and analyse the children and young people in the Madrid recordings (in 2008: Cádiz, de Chueca and
related costs and investments as indicators of the Region (33 concerts attracting more than 22,000 Valverde); and a new collection of recordings of
general social utility of such heritage sites. youngsters). works by young Spanish composers, as part of
a 3-year 15-CD project, in partnership with the
Fundación Caja Madrid, together with Fundación Kairos record label, to distribute and strengthen
Albéniz, the Ministry of Culture, the Madrid the appreciation of the latest in contemporary
Regional Government and the Madrid City Council, Spanish music throughout the world.
have set up the Madrid International Chamber
Music Institute, a major step forward in high-level
Sponsorship of the University of Alcalá
specialisation and musical pedagogy courses for
Time everlasting postgraduates and teachers.
Social Responsibility 2008 05. Society 54
Sponsorship research and
and culture universities
Through this programme Fundación Caja Madrid The exhibition “Dürer and Cranach. Art and Foundation scholarships Joint scholarships
carries on diverse cultural activities, directly or in Humanism in Renaissance Germany”, which Postgraduate scholarships to study at universities These are scholarships schemes run in
partnership with other institutions. received a total of 218,058 visitors at its two sites, or research institutions of the awardee’s choice collaboration with eminent institutions like the
98,500 of whom visited Fundación Caja Madrid, in the United States, Canada or Europe (outside Spanish Academy in Rome, Fundación Josep
The Foundation’s main publishing project is its ended early in the year. Spain). Carreras, Fundación Colegios del Mundo Unido,
monthly book review Revista de Libros, which the Centro de Estudios Monetarios y Financieros
in 2008 reached issue number 144. The main Other major shows included: The 2008 scholarship programme featured: Internacionales (CEMFI), Universidad de Comillas,
novelty during the year was the launch of an online the Spanish National Youth Orchestra (JONDE) and
edition. The “Modigliani and His Times” exhibition 125 new scholarships offered. the Fundación Ortega y Gasset.
was visited by a total of 406,407 persons, with
As part of its institutional collaboration with Madrid the Thyssen-Bornemisza Museum receiving 67 scholarships renewed for a second year of study. Research
government bodies, Fundación Caja Madrid joined 226,355 visits and Fundación Caja Madrid Collaboration with the National Cancer
for the first time in organising the “La Noche 180,052, making the show the most popular of Subject areas: social and legal sciences, Research Centre (CNIO), running since 1998,
en Blanco” cultural initiative, and continued its all of the joint exhibitions organised by the two biosanitary sciences, technical sciences and for the conduct of cancer research projects.
strong support for Madrid’s candidacy to host the institutions. music. The programme was renewed in 2008 and
2016 summer Olympic Games, two key projects will implement a Programme of Research
led by the municipal government of Madrid. The year’s third exhibition “1914!. The Avant- Full coverage of tuition costs. Excellence in Clinical Oncology.
During 2008 the Foundation also sponsored the Garde and the Great War” closed out the year
activities of the “May 2nd Foundation: Nation and in the Sala de las Alhajas, with 151,063 visitors Minimum monthly stipend of €1,200 and maximum of Cataloguing of one of the main collections in
Liberty” organised by the regional government attending the two sites, more than 80,000 at the €1,500, depending on the host country. the Simancas General Archive: the “Registro
to commemorate the historic uprising of 2 May Fundación Caja Madrid. General del Sello de Castilla”, in partnership
1808 and the Constitution of Cádiz of 1812 with One-off payment of €1,000 for settling-in with the Ministry of Culture and the University of
publications, exhibitions, concerts and theatre. El programa conjunto de la Fundación Colección expenses. Valladolid.
Thyssen-Bornemisza y Fundación Caja Madrid
The Fundación Caja Madrid exhibitions ha vuelto a manifestar su popularidad en 2008 y Round-trip air fare. Collaboration with Fundación Severo Ochoa
programme was initiated in 1997 with the idea su capacidad de lograr una dinamización cultural for the hiring of Spanish and international
of organising and hosting shows that imprint de calidad. A las exposiciones organizadas les Insurance covering accidents and overseas researchers with postgraduate studies and
their identity on the historical Sala de las Alhajas acompaña una amplia programación didáctica de: assistance. relevant experience in the National Molecular
building. actividades, visitas guiadas y talleres infantiles. Biology Centre of the same name.
The ceremony at which students were given their
Since 2003 the Foundation has co-organised major scholarship credentials was presided by His and Fundación Caja Madrid maintained its status as
modern and contemporary art exhibitions with Her Royal Highnesses the Prince and Princess of sole sponsor (since 2007) of the archaeological
the Thyssen-Bornemisza Collection Foundation. Asturias. excavation and restoration works at the tomb
The cultural service spawned by this alliance of Djehuty in Luxor (Egypt), in collaboration
has achieved major international recognition and with the Spanish Council for Scientific Research
success for the superb quality of its art shows. (CSIC).
Social Responsibility 2008 05. Society 55
Collaboration in the archaeological probe to be
carried out in the Doñana marshlands in Huelva,
to test the hypothesis of the existence of major
pre-Roman archaeological remains there.
Collaboration with public universities in the
Erasmus – Fundación Caja Madrid scholarships:
with a total budget of €2.2 million divided into
packages of 500 euros/month (4,400 monthly
payments), this scheme, now into its fourth year,
benefited 541 students from Madrid’s six public
universities. Stays at the European universities
chosen by students averaged around eight
Social Responsibility 2008 05. Society 56
of paper consumed is recycled
tonnes of CO2 emissions
avoided by the initiative to
move to green energy sources
millon in renewable
energy project finance
Degree of progress: Initiated In progress Completed
COMMITMENT 2008 COMMITMENT 2009
Development and application of the environmental management The building underwent an environmental diagnosis in 2008. Efficiency Prize for accessibility in protected nature areas.
system at the new Caja Madrid head offices. considerations were paramount in the design of the new headquarters, with
installations that minimise environmental impact. Continue rolling out environmental management
projects within the Group.
Continue rolling out environmental management projects within the Group. Some 19.3% of the electricity consumed in the headquarters now comes from
renewable energy sources (green energy). Continue promoting environmental management
training for Group employees through the
Use of biodegradable bags in branch advertising materials. Some 94,500 units e-learning course.
were distributed in 2008.
Use of more environment-friendly materials in the activities that suppliers carry Continue supporting renewable energy Projects in
on in our premises. Spain and internationally.
E-learning course on environmental management for Group professionals. An e-learning course has been developed in environmental management to convey
to employees the basic concepts of sustainable development and the certified
environmental management system, and promote its implementation.
Energy efficiency studies to be carried out in Obra Social education Projects carried out in educational centres: “You can do it” “Recycling household
centres. vegetable oil”.
Adaptation of La Casa Encendida installations in line with Consolidation of the environmental management system certified to the ISO
environmental management objectives. 14001:2004 Standard.
New in-house and partnership projects to promote biodiversity Promotion of new educational and awareness-raising initiatives and projects,
conservation, sustainable development and greater social awareness including:
around environmental issues. Agenda 21 schools programme.
Healthy planet, healthy eating.
Prize for accessibility in protected nature areas.
Social Responsibility 2008 06. Environment 58
Caja Madrid integrates environmental concerns use of renewable energies. In parallel, emphasis In a financial institution, environmental management Active communication with stakeholders to
into its everyday business with actions on two is placed on developing products and services cuts across different spheres of the organisation’s keep them informed on our environmental
fronts: minimising the environmental impact that contribute to conserving the environment. activity. Building maintenance and refurbishment, accomplishments, challenges and priorities.
of its work sites and factoring environmental purchasing and procurement are all areas where
These lines of action are coordinated by a
considerations into our lending and investment Protecting our natural heritage. the principles of Caja Madrid’s environmental policy
functional group inside the Environmental
decisions. Working to mobilise society around have a major role to play.
Management Department that oversees the
environmental issues by financing and
organisation’s progress towards achieving its
Environmental management in the workplace. publicising environmental conservation and Our actions in this area are structured around
environmental goals. The effectiveness of these
Informed by international standard ISO 14001:2004 improvement projects, and supporting the four pillars which allow us to monitor and
efforts, and their alignment with the overall
and the European Foundation for Quality environmental initiatives of government improve operating procedures, while at the same
Group strategy, is continuously reviewed by
Management (EFQM) system. authorities and/or businesses through encouraging our employees and outside suppliers to
senior management as the basis for mapping
sponsorship, research, publications, workshops embrace these commitments as their own:
out new guidelines.
Training and awareness programmes. and other lines of action coordinated by Obra
Implementation of environmental performance
For employees, so that our environmental policy Social Caja Madrid.
procedures in accordance with the standards
and concerns are make known to and embraced
established by regulation ISO 14001:2004 on
by the entire organisation. Environmental policy
managing waste, controlling air emissions and
This engagement with environmental protection is
reducing consumption of natural resources (water,
Finance. encapsulated in the Group’s environmental policy.
energy, paper, etc).
Caja Madrid uses the environmental impact of The policy was approved by the top management
business projects as an input to its lending and and frames our organisation’s efforts for Extension of good environmental practices
investment decisions. This is reflected, first of all, continuous improvement in the environmental throughout the supply chain.
in the strict condition that corporate clients must sphere. It is structured around the following
comply with environmental standards and strive principles: Development of environmental training and
to identify possible environmental risks and, awareness programmes for employees.
second, in financing of projects that promote the Environmental criteria embedded in all projects,
and an internal management model focused on
minimising the impact of our operations and facilities.
Ongoing improvement in the prevention of
pollution, deploying all resources needed for this
Compliance with applicable laws and
regulations and with the principles set out in the
agreements to which Caja Madrid is party.
Positive proactive influence on the behaviour of
Sustainable development our stakeholders and supply chain.
Jesús Ruiz Ortiz
Collaboration in projects and initiatives to
conserve and improve the environment.
Social Responsibility 2008 06. Environment 59
Environmental Caja Madrid
The key environmental aspects of Caja Madrid’s The purchase of the new Caja Madrid headquarters The AC and heating installations and equipment and Efficient water management
activity are systematically monitored using the represents a milestone in the Group’s commitment to their distribution in the building are designed to help The air conditioning system selected optimises
methodology established in the organisation’s sustainability and the environment. optimise variations in the energy demand by services, water consumption by switching between using
environmental management procedures. This subsystems and zones. air or water as coolant, depending on the weather
approach is based on a clear assignment of The new offices were designed with energy efficiency conditions.
responsibilities for environmental matters as a priority and feature a number of improvements to The windows of the facade in office zones are
up to highest level, identification of the key reduce their environmental footprint. double-paned, so that the temperature of the The building’s installations are equipped with
environmental management indicators and inner facing of the facade is brought down water economisers.
definition of new goals to spur continuous Energy efficiency in cooling, heating, lighting and lifts naturally, optimising the building’s cooling
improvement. system. A grease filtering system will be installed to
Climate control improve the quality of the building’s wastewater.
The headquarters was built with the best The tower is equipped with an energy recovery
En 2008 se han consolidado los sistemas de
orientation to reduce the intensity of its solar system that captures condensation heat Minimising noise
gestión ambiental certificados, según la norma exposure, with the consequent reduction in the
ISO 14001:2004, en la sede principal del Grupo generated on the building’s southern facade on Measures have been taken to minimise the
energy consumed by air conditioning systems. sunny winter days and uses it in the heating acoustic impact of the building’s installations,
y en el edificio emblemático de Obra Social, La
system for the northern zone. including soundproofing of machine rooms,
installation of silencers and noise abatement
The lighting system for the office floors has
an integrated control system that permits In 2008 the building underwent an environmental
illuminating only the zones in use. diagnosis.
To maximise use of natural sunlight, the lights
closest to the facade are fitted with mechanisms
that regulate their luminosity according to the
availability of sunlight.
Vertical transport (lifts)
The building’s vertical transport system uses
state-of-the-art lift-control technology to
maximise efficiency and optimise movements
inside the tower. The system records and controls
the destination of users in the lift call vestibules
and assigns a specific lift to the passenger.
Social Responsibility 2008 06. Environment 60
Optimising the use of
A number of initiatives carried out in 2008 build The co-generation system at the Las Rozas Fuel consumption Also, work continues on reducing and eliminating
on earlier plans to enhance efficiency in the use of building uses residual calories from the power The communication system installed in some ozone-depleting emissions of HCFC refrigerants,
natural resources. production process to fuel the heating system. Central Services has document sharing and through the timetabled withdrawal of climate control
conference call support features that cut down on installations that use HCFCs. A total of 230 such
Electricity consumption Water consumption travel requirements. units were replaced in 2008 at an estimated cost of
All of the light replacements done in Caja The dismantling of three cooling towers in the 2,192,836 euros.
Madrid buildings have been with more efficient offices has saved around 720 m3 a year in water For some worksites located in suburban or rural
fluorescent tubes that consume an estimated consumption. areas, collective transport arrangements are
30.6% less electricity than the ones used in the made available to employees so they do not need
past. The installation of electronic faucets in La to use their own cars.
Casa Encendida allowed further savings of
The electrical installation in different parts of approximately 51.6% in water consumption. The storage of office and advertising materials
La Casa Encendida has been differentiated and has been brought under a single logistics system,
upgraded to adapt their lighting to the specific Sustainable materials instead of using two independent channels as
needs of the activities carried on there. This In 2008 the branch advertising materials began before. This helps minimise fuel consumption and
achieved estimated savings of between 88% and using biodegradable bags. Made of water-soluble reduces air emissions of transport-associated
92% in 2008. plastic, some 94,500 bags were distributed. pollutants (CO2, NOx and SO2).
Renewable energies and cogeneration Caja Madrid continued pressing its efforts to
Caja Madrid acquired 2,279,548 kWh of electricity
from renewable energy sources (green energy).
have suppliers use more environment-friendly
materials in the activities they carry on in our
Emissions control Sky of leaves
Javier Maeso Díaz
premises. Caja Madrid contributes to the fight against climate Branch 2978
La Casa Encendida has a photovoltaic system change by buying green energy and through wildlife
that generates part of the electricity consumed Some 98.3% of the paper consumed is recycled preservation initiatives, offsetting its CO2 emissions
in the building. This installation prevented the stock bearing the “Blue Angel” eco-label. with reforestation projects in different parts of Spain.
atmospheric release of approximately four In 2008:
tonnes of CO2 in 2008. White DIN A4 accounts for a mere 1.7% of total
paper consumption and has been acquired Acquisition of electricity from renewable energy
from ecologically sound sources. Caja Madrid sources (green energy) averted some 788.5
uses only ECF (elemental chlorine free) white tonnes of CO2 emissions.
paper with the Forest Stewardship Council (FSC)
certificate ensuring that the timber content comes The planting of 74,804 trees, as part of the Obra
from sustainably and responsibly managed Social-led “Two Million Trees” project, has
woodland. permitted the fixing of 748 tonnes of CO2.
Olga Plass Gil
0672 - Corp. Audit And Central Services
Social Responsibility 2008 06. Environment 61
Waste Training and
The Caja Madrid waste management strategy pivots Caja Madrid sites have a system for collecting, Good environmental management practices can only Educational campaigns aimed at promoting
on two core principles: first, reducing the amount destroying and recycling paper and computer be achieved by engaging all people working in an responsible energy and water consumption
of waste generated and, second, improving our use storage media that contain confidential organisation, which is why Caja Madrid gives priority practices and proper waste management habits
and recovery of the resources such waste contains. information. to environmental training and awareness activities. at work and at home.
Prominent in this area was the development of an Adicionalmente, durante 2008 se ha continuado
Prevention The treatment of hazardous waste produced
e-learning course in environmental management. sensibilizando al personal de proveedores que
Reuse avoids the generation of waste and reduces by general building maintenance operations
The course is designed to convey to employees the desarrollan sus servicios en los centros de trabajo
consumption of raw materials. Consequently, Caja (contaminated containers, used oils, etc.) is
basic concepts relating to sustainable development de Caja Madrid, con información básica relativa a
Madrid: entrusted to licensed waster managers, with a
and the certified environmental management gestión ambiental y buenas prácticas ambientales,
priority on reusing or recycling them over taking
system, with attention to the critical environmental bien a través de un documento escrito, bien en
Has implemented a system for collecting used them to controlled dumps.
issues facing the organisation and the role to be forma de jornadas de formación ambiental.
printer toner cartridges. After being used, the
played by each and every person working in Caja
toner cartridges are delivered to a specialised A new project was begun in 2008 to improve
company for reuse. management of construction and demolition debris
and waste. Construction project plans now include
A total of 524 hours of environmental training was
Emphasis is placed on finding alternatives that a study of the management of such materials and
given to employees in 2008.
place a priority on reuse and/or recycling of the contractors must present the resulting waste
electrical and electronic equipments, over their management plan.
Staff can also use the corporate intranet to access
replacement with new units.
past training sessions dedicated to transmitting
the Caja Madrid Group’s environmental charter,
One of the most noteworthy initiatives, spearheaded
encouraging responsible consumption of resources
in 2008 by La Casa Encendida, was to take materials
and promoting efforts to minimise and separate
used in some of the advertising props (awnings
waste materials properly. During the year the virtual
and banners) for exhibitions at the building and
classroom recorded 19,695 page visits.
transform them into more than 1,800 briefcases,
banners, shopping bags and similar items.
As part of these efforts to raise awareness and
imbue employees with the Group’s environmental The trail of life
culture, the organisation’s internal communication Rocío Gerez Melón
As in previous years, significant resources have
channels were also used to convey: 0453 - Personal Banking
been devoted to separating and recycling waste
Information on world environment days.
The main buildings have trash receptacles
Good environmental practices, fostering greater
and/or bins with separate compartments for
respect for the environment amongst employees
non-confidential paper, packaging and batteries.
and their families.
Social Responsibility 2008 06. Environment 62
Environment Risk Products and
and finance management services
The environmental impact of a business is The general credit risk policy includes formal In order to promote the use of clean energy, Caja
one of the factors Caja Madrid considers when environmental requirements in analysing Madrid has signed collaboration agreements with
deciding to provide our financial support. This proposed transactions. different companies and government agencies
means that corporate clients must comply with to offer advantageous financing conditions for
environmental regulations and strive to identify No project finance package may go through investments of this type. For example:
possible environmental risks. And financing is without first being cleared by an outside
channelled to projects that promote the use of consultant regarding compliance with The “Renewable Energies Agreement”
renewable energies. environmental policies and having attained the promotes finance for solar power, wind,
requisite licences and permits for building and hydro and biomass energy, biofuel and
In addition, emphasis is placed on developing operating the project. biogas projects. The agreement targets small
products and services that contribute to companies, independent contractors, local
conserving the environment. In addition to these initial pre-financing authorities and individuals in Spain. The total
requirements, subsequent compliance with financing extended under this agreement
environmental standards and regulations is amounted to €17.4 million in 2008.
Marta Deu Olivella
reviewed throughout the life of the projects, as Branch 9219
stipulated in the relevant financing agreements. Agreements with companies like Endesa,
Tajosolar and the Instituto para la
Diversificación y Ahorro de la Energía (Institute
for Energy Diversification and Savings) to
provide low-interest loans for investments in
developing renewable energy sources or to
improve energy efficiency.
Caja Madrid and its insurance business partner
Mapfre teamed up to offer a policy covering
damages to photovoltaic installations, including
Pollution watch losses from production down time due to
Mikel Quintero García accidents or lack of sunlight.
0858 - Vizcaya And Guipúzcoa Zone Dept.
Social Responsibility 2008 06. Environment 63
Project Environmental projects
finance in Obra Social
Caja Madrid actively works to provide financing composed of 476 independent solar farms with Obra Social pursues three basic types of activities in Asturias and León, to monitor the bear’s
for clean-energy and waste treatment projects, a nominal installed capacity of 100kw each. aimed at protecting and preserving our precious behaviour, study the risks it faces and take
given the major environmental benefits they Caja Madrid granted €45 million in financing for natural resources and environment: actions to help preserve the 130 remaining
generate. Notable examples of such projects this project. specimens. The digital photographic archive
supported in 2008 include the financing provided Biodiversity conservation and protection compiled in this project now includes more
for: Framework Agreement IV: construction, than 8,000 photographs taken in recent years.
installation and commissioning of seven wind Promotion of sustainable development
“Solnova 3” and “Solnova 4”: construction of farms (€53.7 million) in the regions of Castilla Preservation of raptors in Montejo de la Vega
two solar thermoelectric plants in San Lucar la la Mancha, Castilla y León and Murcia, with Educational initiatives for society in general, The actions carried out in this ecologically rich
Mayor, Seville (€66.2 million). These facilities aggregate installed capacity of approximately and young people in particular. 2,100-hectare enclave are aimed at improving
form part of a platform that spans different 210 MW. the protection and management of species such
solar energy technologies. Programmes and activities in the environmental as the griffon vulture, the golden eagle and the
Tuin Zonne: construction and commissioning area were funded with 10 million euros by Obra Egyptian vulture.
Renovalia Solar 2: construction and of the largest photovoltaic solar energy project Social Caja Madrid in 2008.
commissioning of a photovoltaic solar plant financed in this sector, with €62.5 million in Taking flight: Spanish imperial eagle
with installed capacity of 47.6 MW. The facility preservation programme
is located in Puertollano, Ciudad Real, and is
financing. The project adds installed capacity of
122 MW in diverse areas of the country. Biodiversity Focusing on management of the species’
habitat through collaboration agreements
In 2008 a full 90% of all project finance operations conservation and with landowners, conservation actions, and
education and awareness activities regarding
carried out in the energy and environment area
involved renewable energies. This is a full 30%
protection the bird and its endangered state.
higher than the previous year’s figure and reflects
Caja Madrid’s policy of prioritising project finance Caja Madrid works to halt the loss of biodiversity
for green energy development. by protecting endangered species and restoring
These efforts include the following major
Two million trees
Now in its eighth year of life, this programme has
planted more than one million trees, reforesting
2,157 hectares in 15 projects in 12 different
regions of Spain.
The various initiatives dedicated to protecting Team work
this emblematic species include organising Emilio Vera Vidal
and operating “Cantabrian Brown Bear Patrols” 0543 - Asset Finance Team
Social Responsibility 2008 06. Environment 64
Obra Social Caja Madrid pursues various My building saves energy The educational activities were primarily La Casa Encendida
initiatives to promote habits and behaviour that Led by La Casa Encendida, this project channelled through the following initiatives: The centre continued playing an active role
contribute to sustainable development. These promotes energy savings schemes amongst in raising consciousness on the importance
include: community property owners associations in “Agenda 21 schools programme” of biodiversity conservation and sustainable
downtown Madrid. The condominiums that This project brings schoolchildren together to development. A total of 38 different training
You can do it achieve the greatest savings are rewarded with analyse the environmental problems affecting actions were carried out, with courses and
Obra Social organised a new edition of this the installation of solar panels. This energy- the areas where they live and think about their workshops on bioclimatic construction,
contest, in which prizes are given to the students saving initiative was recently distinguished, in causes and how to solve them, or at least mitigate ecological gardening and other related
who submit the best environmental improvement the second edition of the Social Responsibility their worst effects. In the 2008/09 school year it matters. Prominent in the lecture series
proposals for their schools. During the 2008/09 Market conducted in Spain, with an award in the has been carried out in 38 schools, reaching 7,561 were talks on changes in land occupation
academic year, the competition is being “environment and climate change” category. pupils, in the eastern part of the region of Madrid. in Spain, architecture and town planning,
conducted in the regions of Valencia, Murcia, market gardens, conservation challenges, the
Catalonia, Andalusia, Madrid, León, Castilla la Guide to household energy savings Healthy planet, healthy eating problems of urban areas and inner city green
Mancha and Castilla León. This publication has been prepared to help make This is a travelling environmental education areas.
families more aware of responsible energy classroom in a specially equipped bus. So far in
Recycling household vegetable oil consumption practices that can reduce CO2 the 2008/09 academic year, the bus has toured the
This project provides citizens with a convenient, emissions. regions of Catalonia, Valencia and Murcia.
clean and efficient system for collecting their
used vegetable oils for recycling. It is based in Prize for Accessibility in Protected Nature Areas
the Casa Encendida and in 47 schools and 4 (PNA)
municipal centres in Madrid. The first edition of the “PNA Accessibility Prize”
was organised to reward the efforts made to
date by the different entities that manage Spain’s
protected nature and wildlife areas.
A total of eight exhibitions toured Spain, visiting
34 different localities in diverse regions and Wind
attracting approximately 140,000 people. Carmen Linares Ayllón
0860 - East Barcelona Dept.
Trees: living legends II
Covering 50 landmark trees in Spain, this
publication marks a continuation of the work
David Patilla Sánchez
conducted in the previous “Trees: living legends”
0784 - Information Systems
Social Responsibility 2008 06. Environment 65
of local suppliers
Degree of progress: Initiated In progress Completed
COMMITMENT 2008 COMMITMENT 2009
Embed environmental and social responsibility criteria in supplier In addition to environmental considerations, new supplier-evaluation criteria have Identification of environmental characteristics
selection processes with a steadily increasing weight . been added to the selection process to reflect social responsibility concerns such as (consumption, components, recycling) of hardware
human rights and diversity. purchased (PCs, printers, ATMs) to influence
Work in this area in 2008 to focus primarily on technology suppliers. In 2008 the selection procedure was widened to include more suppliers.
Aware of the importance of optimum supplier Diversification of business among various An essential part of applying the above policy
management, Caja Madrid applies a procurement suppliers, to spread out wealth generation. principles involves making sure suppliers
policy based on the following principles: acknowledge, understand and accept these
Objective decision-making based on a checklist principles. Caja Madrid is committed to
Competitive selection of suppliers (bid list) for of selection criteria. maintaining ethical relationships with suppliers,
the purchasing process, so the business unit as part of its wider engagement with promoting
which has requested the purchase gets the Transmission to suppliers of the organisation’s sustainable development in all of its activities.
best possible result. sustainability and environmental values.
Transparency in the choice of suppliers, thanks
to standardised procedures and collective
decision-making under the Authorities and Desertification
Delegated Powers system. Elena Celestino Valladares
Social Responsibility 2008 07. Suppliers 67
Purchasing Selection Responsible
process policy engagement
Caja Madrid has established a procurement Caja Madrid continues to develop and complete The list below sets out the different commitments that Caja Madrid expects from its suppliers as the basis for
and supplier certification system that lays supplier certification requirements to strengthen their engagement.
down the steps to be followed in negotiations, the following areas:
acquisitions, contracting and payments, based Caja Madrid has established dialogue channels that allow us to solicit the opinion of organisational units
on selection and approval criteria that ensure the Respect for the environment and compliance with that have requested a service, in order to analyse the level of internal satisfaction with the supplier, make
transparency of the entire process: basic environmental legislation in all supplier improvements and achieve synergies in inter-unit relations.
The service to be provided is documented
with the legal department so that all formal Area Commitments
Respect for basic human rights, in line with the
requirements are set down in writing. global initiatives implemented by the International Honesty in their personal and managerial conduct.
Labour Organisation (ILO) to promote social An attitude of service towards Caja Madrid’s various units and departments.
The selection process (initial assessment) justice and internationally recognised human and Rules of conduct
for a new supplier is based on a checklist to Confidentiality.
verify their technical capacity, depending on Transparency in their dealings with third parties.
the product or service in question, their official Compliance with the other component principles
credentials or certification and references. Environmental policy Conformity to the environmental management procedures applied
of social responsibility, such as participation in or internally.
cooperation with the organisations spearheading
The quality of supplier service is assessed on an these efforts. Prevention of occupational
ongoing basis, according to the type of service hazards policy Commitment to the prevention of on-the-job hazards in their operations.
provided and the results obtained, compliance The formal commitment undertaken by Caja Madrid
with labour, tax, environmental, hazard prevention with its suppliers is reflected in the incorporation of Customer orientation..
regulations etc., and alignment with the operating environmental clauses into all contracts as a means
Quality policy Alignment with Caja Madrid’s internal quality management procedures.
principles of Caja Madrid. of fostering the greatest possible environmental
safeguards in the supply chain. A standard annex Quality management systems.
Regular meetings are held with suppliers to on the prevention of occupational hazards is also
discuss their general performance and specific added to agreements for services performed on Caja Purchasing policy Progressive transmission to suppliers of our sustainable development and
Madrid premises. environmental values.
incidents and improve coordination with the
organisation. In addition, the main suppliers are given
Measures to foster equal opportunities.
questionnaires on quality and environmental Other
Payments to suppliers are checked against the issues. These are used to evaluate certain Participation in or co-operation with social institutions.
relevant accounting entries, in an automated parameters and allow a score and rating to be
process that avoids delays with respect to obtained for each supplier. At present this method
agreed payment periods. has been used to analyse 318 suppliers.
My town, Bercimuel
Mónica Gutiérrez Mate
0683 - Organisation
Social Responsibility 2008 07. Suppliers 68
Profile and scope Report
of the report content
The information provided in this report covers the To ensure this report effectively covers the Also, four years ago Caja Madrid set up a
activities carried on in 2008 by the Caja Madrid issues and indicators that reflect our main social, permanent steering committee whose mission
Group, as the Group is defined in the annual economic and environmental impacts, we have is to promote social responsibility projects
report (note 1.1), with the exception of those taken into account the information obtained within the organisation and to draw up the Social
indicators for which some other perimeter is from stakeholder groups (listed in the Caja Responsibility Report. This group, which draws
specified. Supplementary information is available Madrid Social Responsibility System) through its members from organisational units interfacing
in the Caja Madrid Annual Report, and in the the established dialogue channels, external with stakeholders, is guided in its work by
annual reports of Obra Social Caja Madrid and regulations and standards applicable to financial the conclusions obtained through stakeholder
Fundación Caja Madrid and in the Corporate institutions and our organisation’s mission, dialogue channels.
Governance Report. vision, values and strategy.
The organisational units represented in the group
Released annually since 2004, one of the In 2008 a review was conducted of the materiality are listed below:
aims of this report is to open up an additional project executed in 2007 to detect the most
communication channel with our stakeholder important stakeholders concerns that should
groups (as identified in the chapter on SR and be addressed in the report. Toward this end the
Caja Madrid) that they can use to learn more following lines of investigation have been taken
about Caja Madrid’s activities and aims. into account:
Its structure is based on the G3 Guidelines of A study analysing the pacesetters in corporate
Global Reporting Initiative (GRI) and the “Financial social responsibility, in and out of the financial
Services Sector Supplements”. industry, and sector and social opinion leaders,
accompanied by continuous monitoring of the
The data measurement techniques and press for related news.
calculation methods, and all estimates applied,
are explained in the tables or chapters where they Materiality study by the CSR sector committee of
appear whenever clarification seems warranted the Confederación Española de Cajas de Ahorros
for ease of understanding. (CECA), with the active participation of Caja Madrid
as a leading member.
For any further information on the contents of this
report, please contact us at: In addition to the above analyses, our outreach
efforts with customer stakeholders featured the
email@example.com inclusion of questions in opinion surveys and
diverse meetings in relation to their needs and
expectations in the social responsibility area.
Read more on CSR and Caja Madrid
Social Responsibility 2008 Report details 70
Caja Madrid is convinced that external review Responsiveness: the organisation’s capacity to Caja de Ahorros y Monte de Piedad de Madrid
of its social responsibility reports provides a offer solutions to stakeholder concerns as they Founded as a pawnshop (Monte de Piedad) in 1702 and as a savings bank (Caja de Ahorros) in 1838
valuable endorsement of the accuracy and are identified.
reliability of their contents and of the social
responsibility activities described there. Caja Madrid has conducted what is known as
Type 2 AA1000 sustainability assurance, which Plaza de Celenque nº 2 - 28013 - Madrid
It is also important that social responsibility involves evaluating “AccountAbility” principles Telephone: 902 2 4 6 8 10
compliance be subject to independent analysis and performance information. The evaluation Fax: 91 423 94 54
and assurance, with stakeholders having is designed to provide a moderate level of Swift: CAHM ES MM XXX
full access to the results. There can be no assurance.
progress in social responsibility without the Entered in the Bank of Spain Savings Banks Register, No. 99
type of transparent disclosure to stakeholders All of this complements the report assurance
Bank of Spain Code 2038
that enables them to make reliably informed procedure conducted according to the GRI G3
decisions. Otherwise there is no way to Guidelines.
distinguish the companies with the greatest Entered in the Madrid Mercantile Registry
commitment to society. Sheet no. 20, Volume 3,067 General, Page M-52,454, Entry
This is why Caja Madrid calls on an independent Taxpayer Identification Number:
external entity (Deloitte) to examine all the
information provided in our Social Responsibility
Report, just as it audits the financial information
reported in the Annual Report. The two audits Member of the Savings Banks Deposit Guarantee Fund
are conducted by different teams to ensure their
In an important new development, the 2008
Report has been verified in accordance with the
The bylaws and other information of public record may be consulted at the registered office or the website.
AA1000 standards to assure that Caja Madrid
complies with the principles of inclusivity,
materiality and responsiveness:
Inclusivity: all parties that may affect or be
affected by the organisation’s activity must be
Materiality: the relevance and significance of an
issue for the organisation and its stakeholders
must be determined.
Social Responsibility 2008 Report details 71
A-C (12 terms)
AA1000 composition of the global atmosphere above and concerns that arise from a transparent dialogue ENVIRONMENTAL IMPACT
Is an open-access voluntary standard that beyond the climate’s natural variation observed and dealings with its stakeholders, as a way of Any change in environmental conditions, for
sets out the requirements for assurance of over comparable time periods (United Nations standing accountable for the impact of its actions. better or worse, ascribable wholly or in part
Sustainability Reports. It was developed to Framework Convention on Climate Change). to an organisation’s activities, products and
assure the credibility and quality of sustainability services.
performance and reporting. CMMI
Model for the assessment and improvement
Glossary: ENVIRONMENTAL ISSUE
An audit that organisations go through to ensure
of system and software development and
D-H (19 terms) Element of an organisation’s activities,
products or services that may interact with
the credibility and quality of their sustainability ECO-EFFICIENCY the environment. A material environmental
reporting. CODE OF CONDUCT The state of creating more goods and services aspect is one that has or may have significant
A document drawn up voluntarily by an using fewer resources, and generating less waste environmental impact.
BASEL II enterprise setting out the principles which and pollution.
Also known as the New Basel Capital Accord, this it unilaterally undertakes to follow. In some ENVIRONMENTAL MANAGEMENT
is a set of rules for banks aimed at controlling cases, codes of conduct apply to suppliers, ECO-LABELLING Set of processes and systems to minimise an
their credit risk and establishing minimum subcontractors and third parties as well. An “eco-label” identifies a product as having less organisation’s environmental impact in the
capital requirements. impact on the environment, because it meets a pursuit of its activity.
CORPORATE GOVERNANCE series of ecological conditions based on life cycle
BENCHMARKING Set of principles that regulate the design, considerations. EUROPEAN ALLIANCE FOR CORPORATE
Assessing the results achieved by a project structure and operation of a company’s governing SOCIAL RESPONSIBILITY (CSR)
against those of other companies serving as a bodies, such as its General Assembly and Board ECONOMIC PERFORMANCE INDICATOR Umbrella organisation set up by the European
reference. of Directors. Variable or measurement relating to the impact of Commission with the aim of engaging all
an organisation on the economic circumstances interested European enterprises in contributing
BIODIVERSITY CORPORATE IDENTITY of its stakeholders, as well as on local, national to promoting and recognising CSR through
Term used to refer to the enormous variety of The set of characteristics, values and beliefs and global economic systems. specific initiatives.
plant and animal species found on the Earth and that make up an organisation’s identity and set it
the ecosystems in which they interrelate. apart from the rest. EMPLOYEE BENEFITS EUROPEAN FOUNDATION FOR QUALITY
Non-salary benefits that compensate a company’s MANAGEMENT (EFQM) EXCELLENCE MODEL
BIOENERGY CORPORATE SOCIAL RESPONSIBILITY employees. Self-assessment model that provides a
Renewable energy obtained from biological Corporate social responsibility, above and working framework for embedding criteria of
sources. beyond the strict compliance with prevailing ENVIRONMENT excellence in an organisation’s management.
legal obligations, is an organisation’s voluntary The whole complex medium in which an The model evaluates both the results obtained
CLIMATE CHANGE integration into its governance and management, organisation operates, including the atmosphere, and the systems and/or processes used to
The change of climate attributed directly or and into its strategy, policies and procedures, of water, land, natural resources, flora, fauna, achieve them.
indirectly to human activity that alters the social, labour, environmental and human rights human beings and their interactions.
Social Responsibility 2008 Glossary 72
EXCLUSIONARY OR NEGATIVE SCREENING GREENHOUSE GASES ISO 14001
Criteria applied to certain business activities Greenhouse gases include CO2, CH4, NOx, O3, International standard laying down specifications
(certain products or services) which are “per se” HFCs, PFCs and SF6. The main instrument for for an Environmental Management System
considered as non-responsible, such as alcoholic their control is the Kyoto Protocol. conducive to ongoing improvement in an
beverages, firearms, tobacco, etc. organisation’s environmental performance, legal
A basic AA1000 standard principle that consists
HUMAN RIGHTS compliance and environmental protection and
in determining the relevance and significance
FINANCIAL EDUCATION The basic freedoms, rights and values to which pollution control practices.
of an issue for the organisation and its
Advice, guidance and information dispensed by every person is entitled as a human being to
financial institutions to their customers to help ensure their right to live in dignity. ISO 27002
them develop their financial knowledge. Information security standard. In origin it drew on
British Standard BS 7799-1.
Markets in Financial Instruments Directives,
FINANCIAL SUPPLEMENT INDICATORS
introducing a single market and common
I-P (22 terms)
GRI indicators specific to the financial sector. A ISO 9001
regulatory framework for financial services
new version of the supplement came out in 2008, International standard laying down specifications
in the 27 European Union Member States
combining social and environmental indicators in for a Quality Management System that strives
and in three other countries belonging to the
a single block. INCLUSIONARY OR POSITIVE SCREENING to maximise customer satisfaction through a
European Economic Area (Iceland, Norway and
Criteria required of companies (which have not process of continuous improvement.
FINANCING been eliminated in the negative screening) if they
Attainment by a person, company or public body are to be considered responsible in indices or in KYOTO PROTOCOL
of the funds or resources needed to meet the certain funds. International agreement aimed at reducing
A statement of why an organisation exists
monetary cost of a budget, project or economic emissions of the gases responsible for global
and its fundamental purposes. It provides a
activity. INCLUSIVITY warming.
fundamental unifying focus and guide for long-
A basic AA1000 Standard principle that refers to
term action to achieve the ultimate purpose for
GEOGRAPHICAL ACCESSIBILITY participation by an organisation’s stakeholders LOPD
which the organisation was founded.
Elimination of geographical barriers so products in developing and achieving an accountable and (Ley Oficial de Protección de Datos): the Spanish
and services reach all people regardless of strategic response to sustainability. personal data protection law, designed to uphold
where they live. and protect the civic freedoms and fundamental
Person or group with the capacity to shape
INDICATOR rights of individuals with regard to the handling of
opinion on and demand for a given company
GLOBAL REPORTING INITIATIVE (GRI) A qualitative or quantitative variable that allows their personal data.
International project whose mission is to prepare us to measure the conduct or performance
and disseminate Sustainability Reporting of an organisation, and its compliance with MANAGEMENT SYSTEM
OZONE DEPLETING AGENTS
Guidelines. These are voluntary guidelines for preset goals and milestones. Core indicator: Of The systematising of processes and procedures
The gases that deplete the ozone layer include
use by organisations wishing to report on the obligatory use in publishing a report based on to ensure that an organisation takes all the
chlorofluorocarbon compounds (CFCs), other
economic, social and economic dimensions of GRI guidelines. Additional indicator: Advocated necessary steps towards achieving its objectives.
totally halogenated chlorofluorocarbons,
their activities. by the GRI Guidelines, though its use is at the
halons, carbon tetrachloride, trichloroethane,
discretion of the reporting organisation. MATERIAL ISSUE
methyl bromide, hydrobromofluorocarbons,
GOOD PRACTICES An issue that will influence the decisions, actions
INNOVATION hydrochlorofluorocarbons (HCFCs) and
Projects or experiences that stand as an example and performance of an organisation or its
Application of new ideas, concepts, products, bromochloromethane. The main instrument for
or benchmark for their positive impact in CSR- stakeholders.
services and practices in useful ways that their control is the Montreal Protocol.
enhance productivity. PHYSICAL ACCESSIBILITY
Social Responsibility 2008 Glossary 73
Elimination of architectural barriers and physical RESPONSIBLE AND ETHICAL FUNDS performance in the area of human resources and SPONSORSHIP
obstacles that can hinder people with disabilities Investment funds that use social or other non- social programmes. Support given to an event, activity, individual
in their access to services and/or basic mobility. financial criteria in selecting their investments. or organisation by providing money or other
SOCIAL DIVIDEND resources in return for promotion.
POLICY RESPONSIVENESS The reinvestment of a substantial portion of
Statement of an organisation’s intentions and A basic principle of the AA1000 Standard an organisation’s profits in the welfare of the STAKEHOLDERS
guiding principles with regard to some aspect that refers to an organisation’s response to community —the key element that differentiates Those groups and individuals that must be
of its conduct, expressed formally by its senior stakeholder issues that affect its sustainability savings banks (cajas de ahorro) from other taken into account to the extent they may affect
management. performance and which is realised through financial institutions. or be affected by the organisation’s activities.
decisions, actions and performance, as well as
PREVENTION OF OCCUPATIONAL HAZARDS communication with stakeholders. SOCIAL PERFORMANCE INDICATOR SUSTAINABLE DEVELOPMENT
Set of activities or measures implemented Variable or measurement relating to the impact “Development that meets the needs of the
or planned across all phases of a company’s RISK MANAGEMENT of an organisation on the social systems within present without compromising the ability
activity with the goal of preventing or reducing Analyses undertaken to preserve an institution’s which it operates. This definition encompasses of future generations to meet their own
occupational hazards. financial and balance sheet strength, maximising labour practices, human rights and general needs” (Report of the World Commission on
the risk-return ratio. questions affecting customers/consumers, the Environment and Development).
PROCESS community and other society stakeholders.
A sequence of activities and contributions which SELF-ASSESSMENT VALUES
progressively add value on the way to producing Comprehensive, systematic internal review of SOCIAL RESPONSIBILITY PLAN The concepts and expectations informing the
a product or service. an organisation’s activities and performance by Set of principles, programmes, policies, conduct of people within an organisation, and
reference to a management system, a standard strategies and actions of an enterprise regarding which imbue their relationships and way of
PROJECT FINANCE or excellence model. its behaviour vis-à-vis its stakeholders, the working.
A mechanism for financing large-scale economy, society and the environment. The Social
investments secured by the project’s capacity SERVICE QUALITY Responsibility Plan reaches across all areas of VISION
to generate future cashflows to repay the loans The ability of an organisation (persons, an organisation and includes programmes or Description of what an organisation aspires
and by agreements between the participants that products and services) to satisfy the needs and actions already being carrying out, promotes new to be in the mid-term future, and the goals it
assure the project’s profitability. expectations of its customers and stakeholders. ones and ensures a unified organisation-wide wishes to achieve.
approach according to its core principles and
Glossary: SOCIAL ACTION
The action taken by an organisation when it
values. VOLUNTEER WORK
Unpaid work done by persons for the benefit of
Q-Z (17 terms) earmarks funds for improving the specific
situations of certain population segments and
SOCIALLY RESPONSIBLE INVESTMENT (SRI)
The embedding of sustainability as well as
the community or the environment.
groups. Spanish savings banks (cajas de ahorro) strictly financial criteria in the selection of
traditionally manage their social action activities investment portfolios. Two types of criteria can be
through the “Obra Social”. differentiated in the terminology employed in SRI:
Measures taken by a company to ensure its
professionals can organise their personal and
SOCIAL BALANCE SHEET SOLIDARITY
working lives without a conflict or clash between
Quantitative and qualitative information providing Quality of people and organisations contributing
an objective measure of the organisation’s economically or in other ways to social causes or groups.
Social Responsibility 2008 Glossary 74
At Caja Madrid, we place great value on knowing what our stakeholders think of the CSR Report, so that we can What issues to you regard as the most important to be included in the
take your comments and suggestions into account to improve future editions. We would therefore appreciate it CSR Report?
if you could complete this short questionnaire, telling us to what degree the following statements reflect your
opinion, with “1” indicating complete disagreement and “5” full agreement:
1 2 3 4 5
The Report provides very interesting information.
The Report has an attractive format and design. Please specify any issues you feel have not been addressed in the report..
The report is well organised and the desired information is easy to find.
The topics are explained clearly and are easy to understand.
Overall, the report shows that Caja Madrid has a strong commitment to
Corporate Social Responsibility.
What is your main relationship with Caja Madrid?
Customer Any other comment, observation or suggestion you wish to make:
Other - Cual
NOTE: Only one category can be marked.
You can answer the questionnaire and submit it online, or download a PDF file with the questionnaire, print and
complete it, and send it to the Quality Area by ordinary post, fax or electronic mail: Caja Madrid Área de Calidad
Paseo de la Castellana, 189 Madrid 28046 Fax: 91 423 56 91
Correo electrónico: firstname.lastname@example.org
Social Responsibility 2008 Your opinion 75
GRI G3 CONTENT INDEX
1 STRATEGY AND ANALYSIS Sections of the 2008 Report
Statement from the most senior decisionmaker of the organization (e.g., CEO, chair, or equivalent
1.1 Chairman´s statement
senior position) about the relevance of sustainability to the organization and its strategy.
1.2 Description of key impacts, risks, and opportunities Analysis of key issues
2 ORGANIZATIONAL PROFILE
2.1 Name of the organization. Identification data
2.2 Primary brands, products, and/or services Group Activity
Operational structure of the organization, including main divisions, operating companies,
2.3 Group Profile/ Governing Bodies
subsidiaries, and joint ventures.
2.4 Location of organization’s headquarters. Identification data
Number of countries where the organization operates, and names of countries with either major
2.5 Geographical reach
operations or that are specifi cally relevant to the sustainability issues covered in the report..
2.6 Nature of ownership and legal form. About us
Markets served (including geographic breakdown, sectors served, and types of customers/benefi
2.7 Group activity / Geographical reach
Scale of the reporting organization, including:
• Number of employees;
• Net sales (for private sector organizations) or net revenues (for public sector organizations);
2.8 Total employees/About us
• Total capitalization broken down in terms of debt and equity (for private sector organizations);
• Quantity of products or services provided.
Significant changes during the reporting period regarding size, structure, or ownership including:
• The location of, or changes in operations, including facility openings, closings, and expansions;
Significant changes. Note 15 of annual
• Changes in the share capital structure and other capital formation, maintenance, and alteration
operations (for private sector organizations).
2.10 Awards received in the reporting period. Sponsorship and awards
3 REPORT PARAMETERS
3.1 Reporting period (e.g., fi scal/calendar year) for information provided. Profile and scope of the report
3.2 Date of most recent previous report (if any). Profile and scope of the report
3.3 Reporting cycle (annual, biennial, etc.) Profile and scope of the report
3.4 Contact point for questions regarding the report or its contents. Profile and scope of the report
Process for defining report content, including:
• Determining materiality;
3.5 Report content
• Prioritizing topics within the report; and
• Identifying stakeholders the organization expects to use the report.
Boundary of the report (e.g., countries, divisions, subsidiaries, leased facilities, joint ventures,
3.6 Profile and scope of the report
3.7 State any specific limitations on the scope or boundary of the report Profile and scope of the report
Basis for reporting on joint ventures, subsidiaries, leased facilities, outsourced operations, and
3.8 other entities that can signifi cantly aff ect comparability from period to period and/or between Profile and scope of the report
Data measurement techniques and the bases of calculations, including assumptions and
3.9 techniques underlying estimations applied to the compilation of the Indicators and other Profile and scope of the report
information in the report
Explanation of the eff ect of any re-statements of information provided in earlier reports, and the
3.10 reasons for such re-statement (e.g., mergers/ acquisitions, change of base years/periods, nature of Report content
business, measurement methods).
Significant changes from previous reporting periods in the scope, boundary, or measurement
3.11 Profile and scope of the report
methods applied in the report
3.12 Table identifying the location of the Standard Disclosures in the report GRI indicators
Policy and current practice with regard to seeking external assurance for the report. If not included
in the assurance report accompanying the sustainability report, explain the scope and basis of any
3.13 Report assurance
external assurance provided. Also explain the relationship between the reporting organization and
the assurance provider(s).
4 GOVERNANCE, COMMITMENTS AND ENGAGEMENT
Governance structure of the organization, including committees under the highest governance
4.1 Governing bodies
body responsible for specific tasks, such as setting strategy or organizational oversight.
Indicate whether the Chair of the highest governance body is also an executive offi cer (and, if so,
4.2 Governing bodies
their function within the organization’s management and the reasons for this arrangement).
Percentage of the executive board with
For organizations that have a unitary board structure, state the number of members of the highest
4.3 independent directors / Independence of
governance body that are independent and/or non-executive members.
General Assembly and Board members
Mechanisms for shareholders and employees to provide recommendations or direction to the
4.4 Governing bodies / Stakeholders dialogue
highest governance body.
Linkage between compensation for members of the highest governance body, senior
4.5 managers, and executives (including departure arrangements), and the organization’s Governing bodies
performance (including social and environmental performance).
4.6 Processes in place for the highest governance body to ensure confl icts of interest are avoided. Guiding principles
Process for determining the qualifications and expertise of the members of the highest governance
4.7 Governing bodies
body for guiding the organization’s strategy on economic, environmental, and social topics.
Internally developed statements of mission or values, codes of conduct, and principles relevant to CSR Policy / Compliance assurance / CSR
economic, environmental, and social performance and the status of their implementation. management / Mission, Vision and Values
Procedures of the highest governance body for overseeing the organization’s identifi cation and Governing bodies / Risk management/Ordinary
management of economic, environmental, and General Assembly / II Ordinary General
social performance, including relevant risks and opportunities, and adherence or compliance with Assembly/ Extraordinary General attendance
internationally agreed standards, codes of conduct, and principles Assembly / Number of board meetings
Processes for evaluating the highest governance body’s own performance, particularly with
4.10 Governing bodies
respect to economic, environmental, and social performance.
Explanation of whether and how the precautionary approach or principle is addressed by the
4.11 Risk management / Change management
Association membership / Relations with
Externally developed economic, environmental, and social charters, principles, or other initiatives government bodies / Sponsorship and awards /
to which the organization subscribes or endorses. Obra Social Programmes / Foundation
Memberships in associations (such as industry associations) and/or national/international
advocacy organizations in which the organization:
• Has positions in governance bodies;
4.13 Association membership
• Participates in projects or committees;
• Provides substantive funding beyond routine membership dues; or
• Views membership as strategic.
4.14 List of stakeholder groups engaged by the organization. Caja Madrid stakeholders
4.15 Basis for identification and selection of stakeholders with whom to engage. Caja Madrid stakeholders
Approaches to stakeholder engagement, including frequency of engagement by type and
4.16 Caja Madrid stakeholders
Key topics and concerns that have been raised through stakeholder engagement, and how the
4.17 Analysis of key issues / Stakeholder dialogue
organization has responded to those key topics and concerns, including through its reporting.
GRI G3 Indicator Type Scope Assurance
ECONOMIC PERFORMANCE INDICATORS
Direct economic value generated and distributed, including revenues, operating costs, employee
EC1 compensation, donations and other community investments, retained earnings, and payments to C Group
capital providers and governments.
Financial implications and other risks and opportunities for the organization’s activities due to climate
C Group (1)
EC3 Coverage of the organization’s defined benefit plan obligations. C Group
EC4 Significant financial assistance received from government. C Group
Range of ratios of standard entry level wage compared to local minimum wage at significant locations
A Caja Madrid
Policy, practices, and proportion of spending on locally-based suppliers at significant locations of
C Group (2)
Procedures for local hiring and proportion of senior management hired from the local community at
locations of significant operation.
Development and impact of infrastructure investments and services provided primarily for public
benefit through commercial, in-kind, or pro bono engagement.
EC9 Understanding and describing significant indirect economic impacts, including the extent of impacts. A Group
ENVIRONMENTAL PERFORMANCE INDICATORS
EN1 Materials used by weight or volume. C Caja Madrid (3)
EN2 Percentage of materials used that are recycled input materials. C Caja Madrid (4)
EN3 Direct energy consumption by primary energy source. C Caja Madrid
EN4 Indirect energy consumption by primary source. C Caja Madrid
EN5 Energy saved due to conservation and efficiency improvements A Caja Madrid
Initiatives to provide energy-efficient or renewable energy based products and services, and reductions
in energy requirements as a result of these initiatives.
A Caja Madrid
EN7 Initiatives to reduce indirect energy consumption and reductions achieved. A Caja Madrid (5)
EN8 Total water withdrawal by source. C Singular buildings
Due to the activity carried
out by Caja Madrid
EN9 Water sources significantly affected by withdrawal of water. A Group Group, waste water
discharges are done into
the urban sewage system.
Due to the activity carried
out by Caja Madrid
Group, waste water
EN10 Percentage and total volume of water recycled and reused. A Group discharges are done into
the urban sewage system,
so no recycled water is
Caja Madrid Group does
not own, lease, manage
or is adjacent to lands
Location and size of land owned, leased, managed in, or adjacent to, protected areas and areas of high
biodiversity value outside protected areas.
C Group with this characteristics
because all its buildings
and offices are based on
Due to the activity carried
Description of significant impacts of activities, products, and services on biodiversity in protected areas out by Caja Madrid Group
and areas of high biodiversity value outside protected areas.
it has not significant
impacts on biodiversity
EN13 Habitats protected or restored. A Group
EN14 Strategies, current actions and future plans for managing impacts on biodiversity. A Group
Caja Madrid Group does
not produce impacts on
Number of IUCN Red List species and national conservation list species with habitats in areas affected this kind of species
by operations, by level of extinction risk.
because all its buildings
and offices are based on
EN16 Total direct and indirect greenhouse gas emissions by weight. C Caja Madrid
EN17 Other relevant indirect greenhouse gas emissions by weight. C Caja Madrid (6)
EN18 Initiatives to reduce greenhouse gas emissions and reductions achieved A Group
GRI G3 Indicator Type Scope Assurance
Due to the activity carried
out by Caja Madrid
EN19 Emissions of ozone-depleting substances by weight. C Group Group, there are no
significant emissions of
EN20 NO, SO, and other significant air emissions by type and weight. C Caja Madrid
Due to the activity carried
out by Caja Madrid
EN21 Total water discharge by quality and destination. C Group Group, waste water
discharges are done into
the urban sewage system.
EN22 Total weight of waste by type and disposal method. C Caja Madrid (7)
Due to the activity carried
out by Caja Madrid Group
EN23 Total number and volume of significant spills. C Group
no significant spills are
This type of operations
Weight of transported, imported, exported or treated waste deemed hazardous under the terms of the are not carried out due to
Basel Convention Annex I, II, III and VIII, and percentage of transported waste shipped internationally.
the activity of Caja Madrid
Due to the activity carried
out by Caja Madrid
Identity, size, protected status and biodiversity value of water bodies and related habitats significantly
affected by the reporting organization's discharges of water and runoff.
A Group Group, waste water
discharges are done into
the urban sewage system.
EN26 Initiatives to mitigate environmental impacts of products and services, and extent of impact mitigation. C Group (8)
Caja Madrid Group's
activity does not generate
EN27 Percentage of products sold and their packaging materials that are reclaimed by category. C Group
significant volumes of
Monetary value of significant fines and total number of non-monetary sanctions for non-compliance with
environmental laws and regulations.
Caja Madrid Group´s
Significant environmental impacts of transporting products and other goods and materials used for the activity does not produce
organization's operations and transporting members of the workforce.
EN30 Total environmental protection expenditures and investments by type. A Group
SOCIAL PERFORMANCE INDICATORS
LA1 Total workforce by employment type, employment contract, and region. C Group
LA2 Total number and rate of employee turnover by age group, gender, and region. C Group
Benefits provided to full-time employees that are not provided to temporary or part-time employees, by
LA4 Percentage of employees covered by collective bargaining agreements. C Group
Minimum notice period(s) regarding operational changes, including whether it is specified in collective
Percentage of total workforce represented in formal joint management-worker health and safety
committees that help monitor and advise on occupational health and safety programs.
Rates of injury, occupational diseases, lost days, and absenteeism, and number of work related
fatalities by region.
Education, training, counseling, prevention, and risk-control programs in place to assist workforce
members, their families, or community members regarding serious diseases.
LA9 Health and safety topics covered in formal agreements with trade unions. A Group
LA10 Average hours of training per year per employee by employee category. C Group (9)
Programs for skills management and lifelong learning that support the continued employability of
employees and assist them in managing career endings
LA12 Percentage of employees receiving regular performance and career development reviews. A Group
Composition of governance bodies and breakdown of employees per category according to gender,
age group, minority group membership and other indicators of diversity.
C Group (10)
LA14 Ratio of basic salary of men to women by employee category. C Group
GRI G3 Indicator Type Scope Assurance
SOCIAL PERFORMANCE INDICATORS
Percentage and total number of significant investment agreements that include human rights clauses
or that have undergone human rights screening.
Percentage of significant suppliers and contractors that have undergone screening on human rights
and actions taken.
C Group (11)
Total hours of employee training on policies and procedures concerning aspects of human rights that
are relevant to operations, including the percentage of employees trained.
HR4 Total number of incidents of discrimination and actions taken. C Group
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.
Operations identified as having significant risk for incidents of child labor, and measures taken to
contribute to the elimination of child labor.
Operations identified as having significant risk for incidents of forced or compulsory labor, and
measures to contribute to the elimination of forced or compulsory labor.
Percentage of security personnel trained in the organization's policies or procedures concerning
aspects of human rights that are relevant to operations.
A Caja Madrid
HR9 Total number of incidents of violations involving rights of indigenous people and actions taken. A Group
SOCIAL PERFORMANCE INDICATORS
Nature, scope, and eff ectiveness of any programs and practices that assess and manage the impacts
of operations on communities, including entering, operating, and exiting.
SO2 Percentage and total number of business units analyzed for risks related to corruption. C Group
SO3 Percentage of employees trained in organization’s anti-corruption policies and procedures. C Group
SO4 Actions taken in response to incidents of corruption. C Group (12)
SO5 Public policy positions and participation in public policy development and lobbying. C Group
Total value of financial and in-kind contributions to political parties, politicians and related institutions
A Group (13)
Total number of legal actions for anti-competitive behavior, anti-trust and monopoly practices and their
Monetary value of significant fines and total number of non-monetary sanctions for non-compliance with
laws and regulations.
SOCIAL PERFORMANCE INDICATORS
Life cycle stages in which health and safety impacts of products and services are assessed for
PR1 improvement, and percentage of significant products and services categories subject to such C Caja Madrid (14)
Total number of incidents of non-compliance with regulations and voluntary codes concerning health
and safety impacts of products and services during their life cycle, by type of outcomes.
Type of product and service information required by procedures, and percentage of significant
products and services subject to such information requirements.
C Caja Madrid (14)
Total number of incidents of non-compliance with regulations and voluntary codes concerning product
and service information and labeling, by type of outcomes.
Practices related to customer satisfaction, including results of surveys measuring customer
Programs for adherence to laws, standards, and voluntary codes related to marketing communications,
including advertising, promotion, and sponsorship.
Total number of incidents of non-compliance with regulations and voluntary codes concerning
marketing communications, including advertising, promotion and sponsorship.
Total number of substantiated complaints regarding breaches of customer privacy and losses of
Monetary value of significant fines for non-compliance with laws and regulations concerning the
provision and use of products and services.
FINANCIAL SERVICES SECTOR INDICATORS Scope Assurance
Products and services impact section
Management and approach
Policies with specific environmental and social components applied to business
Procedures for assessing and screening environmental and social risks in
FS2 Group (15)
Processes for monitoring clients’ implementation of and compliance with
FS3 Group (15)
environmental and social requirements included in agreements or transactions.
Process(es) for improving staff competency to implement the environmental and
social policies and procedures as applied to business lines.
Interactions with clients/investees/business partners regarding environmental and
social risks and opportunities.
Percentage of the portfolio for business lines by specific region, size (e.g.
micro/SME/ large) and by sector.
Monetary value of products and services designed to deliver a specific social
FS7 Group (16)
benefit for each business line broken down by purpose.
Monetary value of products and services designed to deliver a specific
environmental benefit for each business line broken down by purpose.
Coverage and frequency of audits to assess implementation of environmental and
FS9 Group (15)
social policies and risk assessment procedures.
Percentage and number of companies held in the institution’s portfolio with which
FS10 Group (16)
the reporting organization has interacted on environmental or social issues.
Percentage of assets subject to positive and negative environmental or social
FS11 Group (16)
Voting policies applied to environmental or social issues for shares over which the
reporting organization holds the right to vote shares or advises on voting.
Social performance: Society
FS13 Access points in low-populated or economically disadvantaged areas by type. Group
FS14 Initiatives to improve access to financial services for disadvantaged people. Group
Social performance: Product responsibility
Product and service labelling
FS15 Policies for the fair design and sale of financial products and services. Group
FS16 Initiatives to enhance financial literacy by type of beneficiary. Group
Group: Caja de Ahorros y Monte de Piedad de Madrid and Subsidiaries with financial activity, and Fundación and Obra Social when
applicable. For further information visit the chapter "About this Report » Boundary"
Caja Madrid: Caja de Ahorros y Monte de Piedad de Madrid
Singular Buildings: head office at Plaza Castilla and buildings in Las Rozas, Celenque and Emilio Muñoz
(1) Information about the financial consequences is not included
(2) The number of local suppliers is reported but not the percentage of payments relating to these local suppliers (taken to be national)
(3) Information is given on paper and toner consumption
(4) Information is given on paper and toners comsumed that are recycled
(5) The reductions in indirect energy consumption are not reported
(6) Information is given on the initiatives to reduce the emissions but not about the total amount
(7) The perimeter of each data is showed in the table (head office or Caja Madrid)
(8) No information is provided on the extent of the reduction of this impact
(9) Not broken down by employee category
(10) Not broken down by minorities or indicators of diversity
(11) The information reported does not include the percentage of significant suppliers and contractors that have undergone screening on human
(12) Information is only given on Group policies related to money laundering
(13) Information is only given on loans to political parties
(14) No information is given in percentages
(15)The information is only given on environmental aspects
(16) Only qualitative information is included