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Fundação Bradesco), Corresponding to a Total Area of 338,764 Square Meters Housing More Than 10,606 Direct Employees and 1,900 Third-Party Employees BRADESCO 2 2017 INTEGRATED REPORT Index 03 2017 Highlights 08 Message from Management 10 Letter from Mr. Lázaro de Mello Brandão 12 Profile 24 Value Creation 69 Corporate Governance 78 Sustainability 96 Technology & Innovation 103 Stakeholders 151 About this Report 158 GRI Content Index 169 Assurance Report 172 Supplementary information 202 Credits 202 Corporate Information BRADESCO 3 2017 INTEGRATED REPORT 2017 HIGHLIGHTS The most relevant facts of the year for the Organization Succession process In October 2017, Chief Executive Officer Luiz Carlos Trabuco Cappi replaced Lázaro de Mello Brandão as the new Chairman of the Board of Directors. Cappi has held both positions since October pending replacement by a person to be appointed by the Board as CEO in March*. Lázaro Brandão will remain as Chairman of the Board of Bradesco’s Parent Companies. * Subsequent event: on 2/5/2018 the Board of Directors approved the appointment of Octávio de Lazari Júnior as Chairman of the Board of Executive Officers; on 3/13/2018 the Board of Directors approved the appointment of Octávio de Lazari Júnior as Chief Executive Officer. 2017 at a glance A significant rebound in loan origination, particularly in the personal and small business customer segments, supported resumed growth of our lending portfolio at year-end 2017. A sharp decline in delinquency rates supported a decrease in provision for loan loss expense. Progress was made in capturing revenue and cost synergies from our recent acquisition. We advanced our Digital Strategy with further development of digital branches and with the launch of Next. Bradesco Seguros grew its market share to around 26%, the largest in recent years. We were again named to the Dow Jones Sustainability Index under World and Emerging Markets. We were named to the B3 Corporate Sustainability Index for the 13th consecutive year. BRADESCO 4 2017 INTEGRATED REPORT Sustainability Indices DJSI We were again named to the Dow Jones Sustainability Index under World and Emerging Markets. ISE We were listed on the B3 Business Sustainability Index (ISE) for the 13th consecutive year. ICO2 Bradesco was among the 26 companies named to the B3 Carbon- Efficient Index (ICO2). Awards BRAZIL’S MOST VALUABLE BRAND We were voted “Brazil’s Most Valuable Brand” in the financial services industry for the sixth consecutive year in a survey by WPP Group consultants Kantar Vermeer in partnership with IstoÉ Dinheiro. EMPRESA MAIS We received the Empresas Mais award in the Banks category from O Estado de S. Paulo in partnership with Fundação Instituto de Administração (FIA) and Austin Rating. AS MELHORES DA DINHEIRO We were top-ranked for Corporate Governance in IstoÉ Dinheiro magazine’s As Melhores da Dinheiro 2017 list. Bradesco Vida e Previdência won an award as the top-ranked company in the industry and ranked high for Financial Sustainability and Innovation & Quality (IstoÉ Dinheiro). GREAT PLACE TO WORK People management consultancy Great Place to Work has ranked us among the 150 best companies to work for in Brazil. A total of 1,963 companies were assessed on their work environment, practices and employee benefits. EFINANCE We were top-ranked in the Efinance 2017 awards organized by Executivos Financeiros magazine in the following categories: CIO of the year, Back Office, Project Management, BYOD Security, Business Integration, IT Governance, ATM Exchange and Lending App. MOST INNOVATIVE COMPANY IN FINANCIAL SERVICES We were elected the most innovative company in financial services in the Valor Inovação Brasil awards organized by Valor Econômico and PwC’s Strategy&. BRADESCO 5 2017 INTEGRATED REPORT IT EXECUTIVE OF THE YEAR A case study titled “BIA – Bradesco Artificial Intelligence – Branch Support Center - with Watson” (a study by IT Media in partnership with Korn Ferry) featured prominently in the “IT Executive of the Year” awards, in the Banking category. EFMA GLOBAL INNOVATOR We won the Silver Award in the Established Player category of the Efma-Accenture Distribution & Marketing Innovation Awards. UNIBRAD - THE WORLD’S BEST CORPORATE UNIVERSITY UniBrad was named the world’s Best Overall Corporate University. The GlobalCCU Awards 2017 recognized UniBrad’s best-practice corporate education programs at the Global Council of Corporate Universities. MOST INNOVATIVE COMPANY IN FINANCIAL SERVICES We were elected the most innovative company in financial services in the Valor Inovação Brasil awards organized by Valor Econômico and PwC’s Strategy&. We also ranked 5th as one of the most innovative companies overall. BEST CYBER SECURITY PROJECT OF THE YEAR We won The Banker Tech Projects of the Year award in the Cyber Security category. The award was presented for a case study titled Using Big Data Technology to Prevent ATM Attacks. BIA – BRADESCO ARTIFICIAL INTELLIGENCE A case study titled “BIA – Bradesco Artificial Intelligence – Branch Support Center - with Watson” (a study by IT Media in partnership with Korn Ferry) featured prominently in the “IT Executive of the Year” awards, in the Banking category. NATIONAL QUALITY OF LIFE AWARDS We were presented with an award in the Gold Category for Management Excellence in the National Quality of Life Awards, organized by the Brazilian Quality of Life Association. This award is based on the principles of the National Quality Foundation’s Management Excellence Framework, which has been adapted from the Quality of Life Program objectives and the WHO Healthy Workplace Framework and Model. GUIA EXAME We were selected among the most sustainable companies in Brazil by Guia Exame de Sustentabilidade 2017 in the Financial Institutions, Banking & Insurance segment VIGEO EIRIS We were selected for the first time to the Best Emerging Markets Performers Ranking developed by Vigeo EIRIS, a European agency that has pioneered ESG (Environmental, Social and Governance) analyses. ÉPOCA RECLAME AQUI Banco Bradesco Financiamentos won the Época Reclame Aqui 2017 award as the best company for Consumers in the vehicle loan segment. The event recognizes companies demonstrating successful customer service practices and respect for consumers. BRADESCO 6 2017 INTEGRATED REPORT This result demonstrates our respect for customers and how our values are translated in our response to complaints. BEST COMPANY IN THE FINANCIAL INDUSTRY Bradesco Financiamentos received a trophy from National Land Transportation Agency (ANTT) as the best company in the financial services industry. The event recognizes companies that have excelled in their industries and achieved superior bottom-line results through planning, investment and efficient management. Certifications OHSAS 18001 Occupational Health and Safety Assessment Series – This international standard establishes a set of procedures used within an occupational health and safety management system. Bradesco’s certification currently covers 1,200 employees. The Occupational Health and Safety Management System used at locations certified to OHSAS 18001:2007 is being implemented at the same sites covered by the Corporate Social Responsibility Management System, which covers 98,808 employees. ISO 14001 - ENVIRONMENTAL MANAGEMENT Environmental management systems are designed to ensure that strategic and environmental business targets are met, especially electricity, water and waste generation targets. This certification covers the building on Avenida Paulista in São Paulo (SP), the CTI and the administrative building at the Cidade de Deus Center (including Fundação Bradesco), corresponding to a total area of 338,764 square meters housing more than 10,606 direct employees and 1,900 third-party employees. GOODPRIV@CY - DATA PROTECTION AND PRIVACY This international standard covers requirements for managing data protection and privacy. GoodPriv@cy certification attests that the certified user has a Data Management System (DMS) in place. Bradesco has three certificates granted for our products and services. ISAE 3402 This certification addresses reports issued annually in accordance with the International Standard on Assurance Engagements 3402. Bradesco’s independent auditors annually issue assurance reports on the description, design and operating effectiveness of controls related to investment fund custody and management, managed portfolio and investment fund management services. ISO 9001 - QUALITY MANAGEMENT This certification formally attests that all activities related to product or service quality are planned, implemented and controlled. Bradesco has 16 certified scopes aiming to continually improve the performance of business processes and increase customer satisfaction, taking the needs of all stakeholders into account. BRADESCO 7 2017 INTEGRATED REPORT 02 ISO 27001 (INFORMATION SECURITY MANAGEMENT) Bradesco has three certificates: one covering logical security processes for passwords used to access Bradesco’s IT and applications and infrastructure; one applying to infrastructure, storage management and information technology processes; and one applying to the design, operational process, monitoring, management and quality of Bradesco Seguros e Previdência’s Logical Security department. ISO 20000 - IT SERVICE MANAGEMENT Two certificates have been granted covering the following services: transaction routines and services, file transfers, customer report and document printing, data communications, software installation and equipment support on the premises of Bradesco users; and data transmission, processing, communication and printing at Bradesco Seguros. CORPORATE SOCIAL RESPONSIBILITY
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