www.accessbankplc.com ACCESS BANK FINANCING THE FUTURE SUSTAINABILITY REPORT 2014 CONTENTS TABLES Progress on the Nigeria Sustainable banking principles Table 1: Economic Value Generated, Distributed and Introduction / highlights Table 12: Employee composition by gender 04 32 (NSBP) 10 Retained 51 Progress on the United Nations Global Impact Table 13: Gender distribution of top management Executive summary Table 3: Bank’s total capitalisation 04 36 (UNGC) 13 51 employees About this report Service to our customers, clients and markets Table 14: Gender distribution of the Board of 05 40 Table 4: Summary of our approach to sustainability 15 52 Directors 06 Chairman’s statement 41 Customer Engagement Table 5: Stakeholder engagement approaches in Table 16: Training programmes for risk manage- 16 2014 58 ment staff in 2014 Group Managing Director/CEO’s statement Responsiveness to our customers’ needs 07 44 Table 7: Bank-wide updates on the Nigeria Table 17: Capacity building events for custom- 33 Sustainable Banking Principles 59 er-facing employees Key Performance Employees: Our people and our culture 08 50 Table 8: Bank-wide updates on the United Table 18: 2014 CEO awards: categories and 37 Nations Global Compact (UNGC) 61 awardees Awards and recognitions Women’s empowerment principles 09 52 Table 9: Survey results: customer satisfaction with Table 19: Supplier assessment/rating criteria 42 service channels 64 Our Business Employee engagement 11 55 Table 10: Survey results: customer satisfaction Table 20: Community development and invest- 43 with retail products 69 ment projects (Bank and employee volunteers) 13 Shareholder’s Engagement 62 Environmental Stewardship Table 11: Survey results: customer satisfac- Table 21: Partner organisations and activities 43 tion with quality of staff 75 included in Serving with Passion 13 Significant Changes 64 Our supply chain relationship 14 Corporate Philosophy 66 Communities and wider societies 15 Our Approach (Supply Chain) 73 Employee volunteering scheme 16 Stakeholder’s Engagement in 2014 75 ‘We Care’ Programme FIGURES 17 Employees 76 Supplementary Information 17 Customers 77 General standard disclosures 13 Figure 1: Composition of Bank’s capitalisation 55 Figure 8: Employee satisfaction by level 21 Materiality 87 2014 Employee Survey 22 Figure 3: Materiality matrix 55 Figure 9: Employee satisfaction by gender Figure 4: Customer satisfaction with service Figure 10: Employee satisfaction by age 23 Corporate Governance 91 Contact Us 42 channels 56 Performance, Monitoring, Figure 5: Customer satisfaction with retail Figure 11: Employee satisfaction with Bank’s core 24 Audits & Evaluation 43 products 56 competencies Figure 6: Customer satisfaction with quality of Figure 12: Number of Employees Trained at the 25 Strategy: Our Business 43 staff 57 School of Banking Excellence (2012 - 2014) 26 Responsible Business 55 Figure 7: Overall satisfaction among employees 57 Figure 13: Summary of Bank-wide training in 2014 Adoption of Local and International 27 best practices Access Bank Sustainability Report 2014 Access Bank Sustainability Report 2014 EXECUTIVE SUMMARY ABOUT THIS REPORT At Access Bank, our vision is to be the Ensuring that we consider the needs of all TheAt Access 2014 Access Bank, our Bank vision Sustainability is to be the Report which, byin theour longbusiness term, activities; are positive they include world’s most respected African Bank. On this our stakeholders is essential to enabling us presentsworld’s most our sustainabilityrespected African performance Bank. for for ourthe customers, communities shareholders, we operate in, strategic to fulfil this role; taking decisions which, in theOn thisperiod journey, ranging we fromthe understand 1st ofthat January alliances we are committed to, community journey, we understand that our operations employees and the communities in 2014our operations to the 31st and of bankingDecember activities 2014. Material development and nongovernmental and banking activities are not conducted the long term, are positive for our customers, eventsare not after conducted this date in aand vacuum. up to theAs 26th of which organisations.we operate is, similarly,In developing crucial. this report, we in a vacuum. As such, we make efforts to shareholders, employees and the communities July2015such, we makehave also efforts been to included continually subject to Above haveall, we made conduct use ourof relevant business and in applicable continually understand the expectations, in which we operate is, similarly, crucial. Above boardunderstand approval. the Weexpectations, consider an needs issue andto be international sustainability standards and all, we conduct our business in a way that is a way that is sustainable, facilitating needs and concerns of those who influence, materialconcerns if ofit is those likely whoto impact influence, our ability and to guidelines, particularly the AA1000 Assurance sustainable, facilitating greater and more greater and more inclusive prosperity and are influenced by, our business whilst achieveare influenced our strategy, by, our to business remain commercially whilst Standards, and the Global Reporting Initiative inclusive prosperity for current and future simultaneously seeking to respond adequately sustainablesimultaneously and seekingsociallyrelevant. to respond The intendedfor current(GRI) and Sustainability future generations. Reporting Guidelines. generations. We believe that success is not to these expectations. In a bid to guarantee readersadequately of this to these report expectations. are the Bank’s broad We believeAnd, that for the success first time,is not onlywe have prepared this only measured by what we do, but also by how the financial and economic sustainability of our baseIn a bid of tostakeholders, guarantee the specifically, financial those whommeasured sustainability by what we report do, but in accordance also by with the GRI we do it. Thus, having secured our foundation weand have economic direct relationshipssustainability andof our regularly G4 Sustainability Reporting Guidelines – core business, we respond with a variety of initiatives how we do it. Thus, having secured our sustainably, everything we do is driven by communicatebusiness, we respond with. These with includea variety our option. Additionally, Corporate Citizenship and actions which also allow for maximum the desire to achieve our vision through shareholders,of initiatives and customers, actions which employees, also suppliers,foundation has provided sustainably, an independent everything we third party possible beneficial impact on the local and sustainability. As we move rapidly towards governmentallow for maximum and regulatory possible organisations. beneficial do is drivenassurance by the for desire the report.to achieve For more information, global economy, The environment and society financing the future, we are optimistic about Ourimpact stakeholders on the local are and those global whom economy, we engage our visionplease through see Corporate sustainability. Citizenship As Assurance at large. In light of this, the 2014 Access Bank what lies ahead and have greater confidence withThe environmentfrom time-to-time and society on particular at issues or Statement on page XYZ. we move rapidly towards financing the Sustainability Report has been produced to about prospects regarding inclusive growth processes,large. In light policies, of this, projects the 2015 and Access performance future, we are optimistic about what meet the specific sustainability information and prosperity for communities, resource (financialBank Sustainability and non-financial). Report has Stakeholdersbeen have needs of our diverse stakeholders. efficiency and environmental sustainability. anproduced indirect to impact meet on the and specific may be impacted lies ahead and have greater confidence sustainability information needs of about prospects regarding inclusive our diverse stakeholders. Ensuring growth and prosperity for communities, that we consider the needs of all our stakeholders is essential to enabling resource efficiency and environmental us to fulfil this role; taking decisions sustainability. FSCTM 100% recycled credit - 100% recycled fibres This report is printed on Respecta 100 TM paper obtained from sustainably managed plantations is Forest Stewardship Council (FSC)TM certified. A 100% Ecological spirit. Respecta is a 100% FSCTM certified 100% recycled coated fine paper created to ensure maximum environmental and social responsibility, In fact it is produced from 100% post-consumer recycled fibre using power from high performance cogeneration plants, which means that for every tonne of Respecta 100 there is a saving of 100kg of CO2 emisions. 4 Access Bank Sustainability Report 2014 Access Bank Sustainability Report 2014 5 CHAIRPERSON’S GROUP MANAGING STATEMENT DIRECTOR/CEO ’S STATEMENT Over the years, globalisation and its attendant by providing responsible banking services, causes that benefit society. All of our actions, Acting responsibly requires a balancebetween host communities. At Access Bank, we place Account for retirees, PaywithCapture (a economic benefits have lifted many people protecting the environment, managing from the way we run our business to our economic, environmental and social objectives. premium on sustainable socio-economic and payment solution that has helped reduce the out of poverty and has raised the income levels our human assets, and engaging with our employee volunteering scheme to how we use