Targets and performance


Summary of our commitments for 2007 and our progress on them

Sustainable bank:

2007 commitment Update on 2007 commitment
Expand branch and cash machine network in South Africa. By the end of 2007, Absa had a total of 7,884 cash machines and 864 'points of presence' branches.
Significant growth in branch and cash machine network across our African businesses. Our GRCB Emerging Markets business, which operates in Africa, the Middle East and India increased the total number of ATMs to 704, up from 295 in 2006. It also increased the number of distribution points to 550, up from 214 in 2006. Absa added 163 new distribution centres, and 473 new ATMs.
Increase take-up of Mzansi basic bank account in South Africa. Absa increased its Mzansi accounts to 570,000.
Grow basic banking services targeting disadvantaged people. Absa was able to achieve this success through its continued focus on core channels such as expansion of its footprint with new points of presence, particularly in previously disadvantaged areas, leveraging its brand sponsorships such as the Absa Cup and the Premiership League (PSL) that are relevant to the mass market.
Continue progress towards the achievement of Black Economic Empowerment targets in South Africa. The proportion of black people in senior positions increased at junior, middle and senior management levels, as well as on the Absa board. The number of black suppliers in Absa’s supply chain increased, and a number of new products and services were launched that specifically address Black Economic Empowerment objectives.
Target Cash Card customer satisfaction score of 89%. Cash Card satisfaction survey achieved 86%.
Reach 500,000 people through microbanking in Ghana. Reached 280,000 market traders through susu collectors alone. Established strategies to reach more people through other intermediaries such as trade associations and credit unions.
Play a leading role in driving sustainability in the credit union sector to reduce financial exclusion. We provided significant input in 2007 into UK government work in this area.
Continue environmental and social risk training programme. 65 employees in Hong Kong, Jakarta, Singapore, Lisbon, London, Paris, and New York were trained in the identification of risks in 10 sensitive sectors, and our policies and procedures for managing them.
Complete the Barclays/Woolwich branch and infrastructure integration programme. Transferred 4.6 million accounts, 3.3 million customers and £12billion in balances from Woolwich to Barclays systems.
Maintain momentum on customer service and satisfaction. Launched various initiatives such as Lean and Real Retail focused on efficient, quality-driven customer service.
Drive progress on data-sharing initiatives in responsible lending. Continue data review to ensure we make the best credit decisions for our customers. In Barclaycard we continued to work on the behavioural data-sharing collaboration we helped initiate with APACS, the UK payments association.
Develop electronic information to help customers make informed decisions. Barclaycard US continued to implement its ‘credit on the web’ for new credit card customers and offered eight different programmes to assist card holders facing difficulties in making payments.
Develop further environmental products for personal customers. Launched products such as Barclaycard Breathe and Barclaycard Business Sustain.

Responsible global citizen:

2007 commitment Update on 2007 commitment
Increase participation in employee community programmes by 5%. Almost 44,000 employees participated in 2007, an increase of 31%.
Drive globalisation of community programme, increasing non-UK funding to 25% of total. £13.5 million was invested in community programmes outside the UK in 2007, 26% of the total.
30% of community investment to be focused on Banking on Brighter Futures theme. 29% of funds invested in Banking on Brighter Futures.
Improve employee opinion scores to high-performing norm. Steady progress with one area improving to exceed HPO, one area increasing to match HPO and one area remaining at HPO.
Improve satisfaction scores for disabled, gay and lesbian colleagues and improve disability access to products and delivery channels. The gap between satisfaction scores for disabled, gay and lesbian colleagues and other groups persisted in 2007.
Increase the proportion of women in senior grades. The number of women senior executives increased from 12% in 2006 to 13% in 2007.
Continue programmes towards 2010 targets – CO2, energy, water, waste. Establish new programmes to eliminate sources of waste. We have put in place several initiatives to improve our resource efficiency and waste management, such as rain water harvesting at Barclaycard and 'reverse vending' machines at Barclays Capital in London.
Work towards becoming globally carbon neutral. Source renewable energy for international operations. We continued to focus on increasing our energy efficiency and renewable energy purchases, as well as offsetting the remaining UK emissions. During 2007, we moved to a renewable contract which increased the proportion of our total electricity supplied by renewable sources to almost 50% in the UK.
Continue application of questionnaire to medium and high-risk new and existing suppliers. We held a special forum for eight major suppliers and identified ways to help them reduce their emissions including setting up a working group. Absa adapted the questionnaire to suit suppliers in its market.
Launch employee guide on climate change actions. Worked with publisher Rough Guides to produce the Rough Guide to Saving Energy and Reducing Your Carbon Footprint.
Continue to extend the EMS internationally. 83% of our global operations are covered by an EMS, with environmental data being received from over 92%. New ISO 14001 certification of EMS was established in South Africa.
Collaborate with United Nations Environment Programme to develop our approach to human rights in risk management. We worked with UNEP FI and a team of 11 other financial institutions to develop an online resource for bankers on the human rights issues associated with lending. Additionally, we have represented our sector on the Business Leaders Initiative on Human Rights.