Targets for 2009
| 2009 Commitment | Region | |
|---|---|---|
|
Stakeholder engagement |
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| Engagement with governments | Maintain engagement with governments and other stakeholders to develop support packages for vulnerable businesses. | Global |
| Engagement with consumer groups | Engage with and strengthen our relationships with external UK consumer groups. | UKRB |
|
Financial education |
||
| Helping customers manage their finances | Improve information available to customers and colleagues to help them better understand and manage their finances. | UKRB |
| Provide proactive and informative savings and investing seminars throughout the year to help customers better understand the wider savings market. | UKRB | |
|
Customers and clients |
||
|
Responsible Lending - SMEs |
Commitment to make available an additional 10% (£1.5bn) to lend to small and medium businesses in the UK. | UKRB |
| Responsible Lending | Maintain our approach to lend responsibly. We look to adopt a risk pricing approach and treat individual, commercial and corporate customers on a case-by-case basis. | Global |
| Facing financial difficulties | Continue to explore appropriate ways to help customers who face financial difficulties resolve their problems. | Global |
| Barclaycard Early intervention pilot Launch of Customer Helpline Revamp of self-help tools on internet. | Barclaycard UK | |
| Continue our strategy of repossession only as a last resort and identify ways of helping customers with concerns about their Mortgage payments. | UKRB | |
| Small business: to support Business Debt Line, by £156,000 over 2009 and 2010. | UKRB | |
| Customer Satisfaction | Continue to act on customer and client feedback to develop appropriate products and services. | Global |
| Continue to reshape and renew our UK branch network to provide customers with a new experience of banking services. | UKRB | |
| Develop the work of the Customer Review Team to help meet the needs of customers with concerns about their financial situation. | UKRB | |
| Product and Service development | Develop a sustainability section on the Barclaycard.co.uk website to include customer tools. | Barclaycard UK |
| Undertake Cash Card customer research to help us better understand this customer base. | UKRB |
|
| Continue to develop investment products that support investment in emerging and pre-emerging markets. | IBIM emerging markets | |
|
Inclusive banking |
||
| Active accounts |
Increase the number of active accounts targeted at low-income and new-to-banking customers across Barclays. |
Global |
|
Community-based financial services |
Expand our support to unbanked and excluded communities by providing improved access to community-based financial services. | UK GRCB Emerging Markets |
| Mobile Banking |
Increase our offering to the underbanked and expand our mobile banking product to cover more countries. |
GRCB Emerging Markets Absa |
|
UK Credit Unions |
Play a leading role in driving the sustainability in the UK credit union sector to reduce personal financial exclusion. | UKRB |
| Work in partnership with the UK Community Development Finance Sector to support small firms in deprived areas. | UKRB | |
| Reaching the unbanked | Increase our knowledge (in conjunction with the UK Government’s Financial Inclusion Taskforce) of the ‘remaining unbanked’ in the UK to understand what can be done to reach these consumers. | UKRB |
|
Environment |
||
|
Minimise direct impact |
In 2008, Barclays set environmental targets that apply to global operations. Performance will be measured from 2009 to 2011 (against a 2008 baseline). In each of the following areas, the target is a reduction of 6% per employee, achieving an average 2% reduction per year:
Initiatives include:
|
Global |
|
Governance |
We will review our governance and action plans to meet our environmental targets, recognising that there is pressure on capital for investment in infrastructure. | Global |
| Carbon Neutrality |
We have committed to becoming carbon neutral by offsetting the remaining emissions from our global banking operations. |
Global |
|
EMS |
100% of Barclays’ global operations to be covered by an Environmental Management System (EMS). |
Gloabl |
|
To expand ISO 14001 to UK Wealth, BGI and key EMEA operations in 2009. Systems will also be established for key Americas and Asia Pacific offices with planned approval to ISO 14001 in 2010. |
Global IBIM | |
|
Employee training |
Continue to engage employees on the climate change agenda through events and online training. | Global |
|
External Stakeholders and Climate Change |
Continue to work with Governments and regulations in the UK, EU and US to help them develop a market-driven approach to carbon emissions reduction. |
Global |
|
Continue to engage business customers and suppliers on resource efficiency. |
Group | |
|
Environmental and Social Risk |
Develop our thinking on climate change risks. |
Group |
| Develop our thinking on social risks associated with project finance. | Group | |
|
Continue to provide briefing and coaching on environmental risk management across our operations. |
Group | |
|
Global corporate citizenship |
||
|
Human Rights |
Launch a guide to business and human rights, in collaboration with the UN Global Compact and the UN Office of the High Commissioner for Human Rights. | Global |
| Develop an online human rights training module for Barclays employees, providing general information on human rights and their relevance to our business. |
Global | |
| Economic Impact | During 2009, we will continue the work begun in 2008, to create a more comprehensive picture of our economic impact in each country. We intend to report on our progress next year. |
Global |
| Supply Chain | Establish a sustainable supply chain steering group to review current practice and improve processes, tools and training for sourcing operations globally. | Global |
| Community Investment | Looking after local communities – spaces for sports and expand the programme into new countries. | Zambia, Spain |
| Increase non-UK funding to 50%. | Global | |
| Assign 50% of funds to Banking on brighter futures. | Global | |
| Complete roll out of UNICEF partnership in 13 countries and launch employee fundraising initiative to support additional education project in Rwanda that was chosen through an employee vote (fundraising target £150,000). | Global | |
| Managing Financial Crime | A Security Executive Committee will be formed of the Financial Crime Director and Heads of Security for GRCB and IBIM to direct strategy on security issues. | Global |
|
Diversity and Our People |
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| Improving our metrics | Improve tracking of key diversity and inclusion measures and accountability systems. | Global |
| Focus on gender | Take steps to increase the representation of women at senior grades including expand mentoring programs to support the development of senior female leaders. | Global |
| Remuneration | The remuneration review will continue and detailed remuneration plans and proposals will be developed after discussion with our shareholders. | Global |
