Report on ”la Caixa” Corporate Responsibility Executive

Report on ”la Caixa” Corporate Responsibility Executive Summary

Faithful to our commitments to responsible management

Leaders in financing and responsibility

Contribution to the well-being of society

Auditor’s note and stamp of the GRI

1. Faithful to our commitments to responsible management

2008 ”la Caixa” Annual Report 3


Main figures of ”la Caixa” GRI Indicators

Economic Dimension of ”la Caixa”

414,507 million euros in banking business volume.2,052 million euros of recurring income of the ”la Caixa” Group.The market value of its listed companies is 14,691 million euros.

EC1

Financial Inclusion 22,150 microloan projects financed through MicroBank to the sum of 147 million euros.5,530 branches (5,518 in Spain and 2 abroad plus 10 representative offices).75% of ”la Caixa” branches are fully accessible due to our zero-barrier policy.All the 8,113 self-service terminals of ”la Caixa” have keyboards adapted for people with sight difficulties and 3,236 of them have a voice system.

FS14FS7

Leadership in solvency and financing of private individuals and companies

15,619 million euros in own funds.The solvency ratio is 11%.Risk is measured, monitored and managed in line with the principles of the New Basel Capital Accord (NBCA, Basel II).176,100 million euros in customer loans.

EC1

Sustainable financing 64 Project Finance operations subject to the Equator Principles with a direct contribution of 2,430 milllion euros.

EC2FS1FS5

Responses to customer requirements

10.7 million private and business customers. FS6

Creation of employment and wealth

The direct and indirect impact of the operations of ”la Caixa” on Spain’s GDP is 0.56%.27,818 people work at the ”la Caixa” Group, of whom 1,919 joined in 2008.5,959 new jobs created through the Incorpora programme of Welfare Projects.

EC1EC9LA2

Creation of businesses 61 projects financed by Caixa Capital Risc and 18 operations sponsored by the EmprendedorXXI programme. FS16



Main figures of ”la Caixa” GRI Indicators

Investment of ”la Caixa” in Welfare Projects

Contribution of 500 million euros to Welfare Projects in 2008.Biggest Spanish private Foundation.2,109 employees taking part in the corporate volunteers programme.

EC1FS1

Business alliance for child vaccination

4 million euros contributed to the GAVI Alliance.93 businesses took part, with a contribution of more than 278,000 euros, in the Business Alliance for Child Vaccination.

FS5

Innovation in financial services 6.99 million euros of R+D+i investment. EC1

Customer satisfaction 255,371 customer satisfaction surveys conducted.The index of satisfaction of private customers on a scale of 0 to 10 is 8.5.The index of satisfaction of business customers on a scale of 0 to 10 is 8.3.”la Caixa” is the institution with the fewest complaints received in proportion to its business volume, according to the Bank of Spain’s most recent report on claims.

PR5

Committed to the environment Environmental Management System for the headquarters in Barcelona. ISO 14001 and European regulation 761/2001 EMAS.29,685 hours of training given to 1,973 employees in the course, “ISO 14001 Environmental Management System”.Introduction of measures for energy saving and waste management.

EN7FS4FS9LA10

A good place to work 5,323 internal promotions.54.6% of new recruitment and 57.1% of internal promotions were for women in 2008.15 million euros invested in in-house training.100% of the staff qualifies for variable remuneration, depending on their meeting individual or group objectives.

LA12EC1LA10

Institutional Participation and dissemination of knowledge

Adherence to the United Nations Global Compact.Publications of the Research Department of ”la Caixa” (Economic Year-book, Monthly reports…).2 Social Studies published by “la Caixa” Welfare Projects.”la Caixa” Economy and Society Chair.”la Caixa” Business Social Responsibility and Corporate Governance Chair.

FS16

Further information at: www.lacaixa.es/corporateresponsibility



1.1. Responsible management at ”la Caixa”

The values of ”la Caixa”, basis for responsible operations

The commitment of ”la Caixa” to its customers, employees and society as a whole are based on the values of Trust, Social Commitment and Excellence in Service, which have been present since the Institution’s foundation and form the basic reference-point for all the organisation’s operations.

Trust based upon honesty and respect for people; Social Commitment, explicit in both Welfare Projects and all the operations of ”la Caixa”; and Excellence in Service, which rests on professionalism and innovation.

Main advances in responsible management in 2008

• Drawing up of the Ethical Code of ”la Caixa”.

• Development of MicroBank’s products extending the purposes of the microloans.

• Creation of the Business Alliance for Child Vaccination and joint work with the GAVI Alliance for child vaccination.

• Setting up of a project to assess the environmental risk in our customer portfolio.

Dialogue and relevant questions

”la Caixa” makes available to its stakeholders a number of channels for dialogue:

• Its network of 5,530 branches and 25,335 employees.

• Research and studies into social and financial needs.

• Contact and collaboration with business, social, cultural, educational and environmental institutions and organisations.

• Meetings with representatives of the institution’s stakeholders: customers, employees, society and the environment.

Analysis of stakeholders’ views obtained through dialogue identified the following relevant aspects of the relationship of ”la Caixa” with its customers, employees, society as a whole and the environment:

Customers • Solvency, transparency, security and confidentiality• Financial inclusion • New needs for groups

Employees • Balance between family and work• Integration into work• Equality

Society • Contribution to wealth and employment • Social impact of Welfare Projects • Contribution to the dissemination of knowledge

Environment • Policy of purchases and environmental demands on suppliers

• Environmental management and reduction of direct impact

2. Leaders in financing and responsibility



2.1. Financial inclusion

At a time of less economic growth, ”la Caixa” has intensified its efforts so that groups such as the young, elderly people, the unemployed, new residents, families with scant economic resources and people with disabilities can gain access to its basic range of products through MicroBank, its loans against security in kind (Monte de Piedad) and the other channels provided by ”la Caixa” for financial integration.

MicroBank, the social bank of ”la Caixa”

MicroBank is the social bank of ”la Caixa”, designed for those sectors of the population at risk of financial exclusion. In 2008, MicroBank’s advance was considerable: it became a European point of reference in social banking, with a total of 28,529 customers and total volume of 147 million euros. By 2012, ”la Caixa” aims to channel 1,500 million euros through MicroBank.

Further information at... www.microbanklacaixa.com

Access to financial services

”la Caixa” strives all the time to move closer to its customers. Now it covers 100% of towns of over 20,000 inhabitants, with its 5,530 branches, 8,113 self-service terminals and its Línea Abierta service. In addition, the Institution continues to work towards the reduction of all physical and sensory barriers in its branches and self-service terminals.

InCREASE In nuMBER oF MICRoLoAnS GRAnTED By MICRoBAnk, DESPITE ThE EConoMIC SLoW-DoWn

2008-2007-

0

2000

4000

6000

8000

10000

12000

14000

16000

539

Socialmicroloans

55,9

2007 2008

Financialmicroloans

Familymicroloans

4591,783

5,388

777

14,794

7.1

Socialmicroloans

55,9

2007 2008

Financialmicroloans

Familymicroloans

6.1

21.7

55.8

4.9

75.22008-2007-

0

10

20

30

40

50

60

70

80

EvoLuTIon oF ThE MICRoLoAnS oF MICRoBAnk, By ToTAL AMounT(Millions of euros)

2008-2007-

0

2000

4000

6000

8000

10000

12000

14000

16000

539

Socialmicroloans

55,9

2007 2008

Financialmicroloans

Familymicroloans

4591,783

5,388

777

14,794

7.1

Socialmicroloans

55,9

2007 2008

Financialmicroloans

Familymicroloans

6.1

21.7

55.8

4.9

75.22008-2007-

0

10

20

30

40

50

60

70

80

Growth of ”la Caixa” transactions

+1.27% Number of self-service terminals

+15.59% Number of active customers of Línea Abierta - ”la Caixa” Internet channel

+18.8% Transactions by self-service terminals and Internet

A DREAM FuLFILLED WITh MICRoBAnk Nuria Ventura studied dance for 8 years in New York. After so much effort, she thought that coming back would be easy, but it wasn’t. The dream of setting up a Dance Academy in her town evaporated with the realisation that just having a good idea is not always enough to find financing. Her ”la Caixa” branch showed her that MicroBank believes that a viable project is a security in itself. The 25,000 euro microloan enabled her to set up her dance school. 9 teachers work there and she has pupils from all over the county who take classes of classical dance, baroque dance, tap dancing, tangos and flamenco. Nuria hopes her dance school will become a point of reference in the county, because despite the growth in population of recent years there are still not enough professional dance schools.



2.2. Leadership in solvency

From its beginnings, ”la Caixa” has followed a prudent risks policy that guarantees to the maximum the security of all its operations and its solvency. In 2008, the ”la Caixa” Group was one of the most solvent entities in the Spanish and European banking systems, with eligible equity of 15,802 million euros, which makes its solvency ratio 11%, when the minimum regulatory requirement is 8%.

Solvency and liquidity, the key to customer trust

”la Caixa” has managed to create its own model of risk management, which has situated it at the highest solvency levels of the Spanish and European financial system, certified by the three leading rating agencies: Moody’s, Fitch and Standard & Poors. The solvency of ”la Caixa” is based on a prudent risks policy, which guarantees to the maximum the security of all its operations. In recent years, the Institution has voluntarily made major investments in technology and tools to meet the demanding new standard framework for capital of Basle II for credit risk management.

Because of its balanced growth and the responsible and prudent management of its financial business, ”la Caixa” has managed to consolidate a solid liquidity position. It has become one of the main suppliers of liquidity in the inter-banking system and one of the leaders in granting loans to companies and private individuals.

2.3. Sustainable financing

”la Caixa” assumes its responsibilities in sustainable development by integrating this question into its operations to finance companies. To this end:

• It applies the Equator Principles in Project Financing to sums over 10 million dollar in which the Institution participates.

• It supports the financing of renewable energy projects.

• It works with various local government bodies in opening credit lines to projects for maintaining and improving the environment.

• It assesses the environmental risk of its portfolio of business customers.

number of operations

”la Caixa” direct contribution

Project Finance operations 64 2,430 million €

Financing of renewable energy projects 33 1,009 million €

Agreements for financing projects to maintain and improve the environment 23 380,000 €

«I’ve been a customer for 36 years, both personally and professionally. My trust in ”la Caixa” is due to the Institution’s seriousness and solvency, and its staff’s treatment of customers – they always point me in the right direction. In addition, I’m sure that if I needed credit, the Institution will respond as it has done till now». Juan Carlos Suárez, manager of Service and Technologie Levante, SL, customer of branch 700 (Valencia).

EvoLuTIon oF ThE LIquIDITy oF ”LA CAIxA”(Millions of euros)

25,14622,262

07 08

2008-2007-

0

5000

10000

15000

20000

25000

30000

161,614176,100

07 08

2008-2007-

0

20000

40000

60000

80000

100000

120000

140000

160000

180000

EvoLuTIon oF LoAnS AnD CREDITS (Total gross investment in millions of euros)

25,14622,262

07 08

2008-2007-

0

5000

10000

15000

20000

25000

30000

161,614176,100

07 08

2008-2007-

0

20000

40000

60000

80000

100000

120000

140000

160000

180000



Products Services operations

Private individuals

Financial products and servicesPersonal Banking and Private Banking

Children and young people

Newborns ProgrammeChild’s Savings-bookFuture Insuree Savings-book Family Life Savings-bookEstrella Birth LoanHousing Savings-bookYoung MortgageYoung Electron Visa CardCrediEstudios (Student loans)University grantsAccessible Housing ProgrammeEmprendedorXXI

www.lkxa.comCaixa Móvil

Collaboration with Club Super 3 and Betizu Kluba

The elderly Estrella ClubEstrella Club CardPension Deposit Account Immediate Life PensionInverse MortgageAccessible Housing ProgrammeSegurCaixa Home Policy with discount

Club Estrella PhonelineAdvance receipt of pension Free processing of retirement papersRENFE Gold Card

Economic assistanceWorkshops, computer courses and talks at all elderly persons centres Collaboration with municipal centres in offering cultural activities

New Residents CaixaGiros International Transfer CardVisa Electron International TransfersEstrella Project Bank-book Repatriation Policy AssociationsAs at Home ProgrammeMicroloans

Interventions to facilitate the communication trough the diferent channels of ”la Caixa”

Banking operations aiming to encourage greater finance culture and to inform about the operation of the financial system and about the various products and services available

Business and Self-employed

Línea Abierta Empresa (Home banking)ICO and EIB Finance lines On-line tax managementCaixa Rápida service

Secure SalesProcessing of documented loans by Línea Abierta

Collaboration with business and senior management organisations

Agrarian sector

AgroCaixa Bank-bookManagement of CAP aid

9,607

05

2005- 2006- 2007- 2008-0

2000

4000

6000

8000

10000

12000

10,083

10,483

10,700

06 07 08

2.4. Responses to customer requirements

The financial services of ”la Caixa” are based on excellence in service and the personal and professional management that it provides for its 10.7 million private and business customers.

Solutions for private and business customers

EvoLuTIon oF ThE nuMBER oF CuSToMERS oF ”LA CAIxA” (In thousands)

+2.3% growth in Customers

+4% growth in new

Residents

+5% growth in Elderly

People

+3.8% growth in Companies

3. Contribution to the well-being of society


3.1. Contribution to the economy and creation of employment

As part of its responsible commitment to society, ”la Caixa” contributes to progress through its financial operations, generating a positive direct impact on the economy and employment. The weight and importance of the activities of the institution are clearly shown by the figures: the direct and indirect impact on Spain’s GDP make the Institution’s contributions 0.56% of the total. 27,818 people work at the ”la Caixa” Group. Through the Incorpora programme of ”la Caixa” Welfare Projects and the initiatives taken by Caixa Capital Risc and the EmprendedorXXI programme, over 6,000 new jobs were created in 2008.

”la Caixa” created employment whilst strictly respecting equal opportunities criteria. It should be noted that over the last ten years this has had a major impact on young people and throughout Spain, with quality jobs created in sparsely populated areas.

Dynamising employment and the economy

”la Caixa” has become established as the leading financial institution in creation of stable employment in Spain. If in 2007 it created over 1,000 new jobs, in 2008, despite the deterioration of the economic situation, growth was similar. This growth was due, among other reasons, to the

opening of 68 financial service centres for companies. In addition, during 2008, ”la Caixa” acquired Morgan Stanley’s Private Banking business, which brought 400 employees into the organisation. The number of recruitments in ”la Caixa” and its subsidiary companies amounted to 1,919 people.

As well as covering the employment needs caused by the geographical expansion of ”la Caixa”, the Institution is sensitive to the difficulties in entering the labour market of groups such as people at risk of social exclusion, disabled people, new residents and elderly persons without job experience.

3.2. Creation of businesses

”la Caixa” opts for entrepreneurs, new business initiatives and innovation. This is why it has developed the EmprendedorXXI programme, whose purpose is to educate the general public about the importance of entrepreneurial activities, to train in questions of innovation and business ventures and to channel financing that will turn plans into reality. ”la Caixa” also owns Caixa Capital Risc, which has invested in 61 projects since it was set up. Total investment in these projects is 22 million euros in companies that together employ over 600 people.

Support for new business projects

Aware that the quality of the business fabric of a country defines its level of development, ”la Caixa” has opted in particular for business projects that create self-employment.

Through the EmprendedorXXI initiative, ”la Caixa” recognises the most innovative and promising recently created companies, and thus speeds up their growth and consolidation. It also provides information and advice services on its portal www.emprendedorxxi.es.

The company Caixa Capital Risc is the fundamental tool for the short-term financing of companies not quoted on the Stock Exchange. It is structured through the “Caixa Seed Capital” line (for new and recently created companies) and the “Caixa SME Innovation Capital” line (for the first stages of growth of innovating companies).

Further information at... www.emprendedorxxi.es


Who benefits What ”la Caixa” has done

Creation of companies

Both initiatives are aimed at institutions and organisations interested in encouraging the creation of companies and the entrepreneurial spirit, at investors who finance innovative business projects and at entrepreneurs who want to develop a business project.

The venture capital companies of ”la Caixa” financed 61 innovatory business projects and the EmprendedorXXI programme sponsored 18 activities.



3.3. Investment of ”la Caixa” in Welfare Projects

In 2008, ”la Caixa” allocated 500 million euros through its Welfare Projects to social, education, culture, environment and science programmes. ”la Caixa” Welfare Projects is the leading private foundation in Spain in terms of the volume of resources devoted to social action.

Welfare Projects for the advance of society

In 2008, ”la Caixa” Welfare Projects allocated over 60% of its budget to social and aid projects for the eradication of poverty and the protection of socially disadvantaged groups. The following should be emphasised:

• The Incorpora Programme which assists the social integration through employment of groups that are socially excluded or run the risk of social exclusion. With it, 5,959 people managed to find a job in 2008.

• The Child Vaccination Programme developed in collaboration with the GAVI Alliance, the world’s main alliance in vaccination and the fight against child mortality. The Programme was given 4 million euros.

• The CaixaProinfancia Programme, which started in 2007 for families with young children at risk and in a situation of social exclusion, was endowed with a fund of over 49 million euros, which permitted over 200,000 assistances to be given.

• The Corporate Volunteer Programme, with 2,538 volunteers, of whom 2,109 are employees of the ”la Caixa” Group and the rest are friends, family members and retired people, took part in over 900 solidarity actions.

In the area of culture, one of 2008’s major landmarks was the opening of CaixaForum Madrid, the new social and cultural centre of ”la Caixa” Welfare Projects in Spain’s capital.

The keys to action on the environment are biodiversity and prevention and minimisation of the generation of waste. Special emphasis should be placed on the programmes in favour of the sea,

whose goal is to help conserve the marine ecosystems of the Spanish shoreline, and the programme to conserve natural parks, which aims to help preserve the natural spaces of the peninsula and islands, and contribute to the job reintegration of groups at high risk of exclusion.

Further information at... http://www.obrasocial.lacaixa.es/

2006 2007 2008

Social programmes 160 256 297

Educational programmes 19 23 32.6

Cultural programmes 66 59 70.9

Environmental and science programmes 58 61 64

Investment by ”la Caixa” Welfare Projects (Millions of euros)



companies had joined, with a total of over 278,000 euros collected between business and private contributions.

Further information at … http://obrasocial.lacaixa.es/vacunacioninfantil/index_es.html

3.4. Business alliance for child vaccination

About 9.7 million children under 5 years old die each year. 2.5 million of these die because of diseases that could be avoided by proper vaccination.

In 2008, ”la Caixa” became a strategic collaborator and the first private partner of the GAVI Alliance in Europe. They will work together to achieve the fourth Millennium Development Goal for child health: to reduce mortality by two-thirds by 2015.

”la Caixa”, platform for solidarity

As well as the contribution of Welfare Projects, ”la Caixa” has established its commitment to this cause by creating the Business Alliance for Child Vaccination and by placing its ample branch network at the disposal of our country’s companies, so that they can make economic contributions to the GAVI Alliance. At the end of last year, 93

«We are a property development company with a concern for social issues. Our joining the business alliance was motivated by the social objective of the initiative, the involvement of ”la Caixa” and the direct application of resources to eradicate, working in a preventive way, one of the main causes of infant mortality. An initiative like the business alliance is an opportunity for companies like ours to channel our responsible commitment to society». José Luis Galindo, manager of Veganarcea, S.A., customer of branch office 0334 – Montgat.



3.5. Innovation in financial services

The leadership of ”la Caixa” in the financial sector is also reflected in its technological leadership, fruit of a spirit of improvement and constant renewal. In 2008, ”la Caixa” invested 6.99 million euros in R+D+I out of 103.84 million euros invested in technology, which will bring greater value to customers, employees and society as a whole.

Security and transparency

Work continues to be done on the question of physical security, to minimize the risk of attacks and robberies. In 2008, at 1.2 for every hundred branch offices, ”la Caixa” had the lowest rate of robberies in the entire sector. Virtual security has also been improved by the introduction of operational improvements in the CaixaProtect and Cassiopea projects.

Further information at... http://portal.lacaixa.es/tarjetas/caixaprotect_es.html http://portal.lacaixa.es/seguridad/seguridad_es.html

Who benefits What ”la Caixa” has done

new developments and applications

Each and every customer of the Institution will benefit from more efficient service and more competitive costs.

New, more efficient and sustainable technological architecture, which will improve customer service.New tool for monitoring Channels business, so allowing the branch network to prioritise customer care and service.Two new Data Processing Centres to improve the security of information.Video-call banking operations, allowing the same operations to be transacted on a mobile as at a self-service terminal, except for the withdrawal of cash.Virtual Switchboard with IP telephony for ”la Caixa” branches, to improve closeness and response to customers.Creation of a system compatible with the WML and HTM systems for mobiles in order to improve communications with ”la Caixa”.Activation of cards by SMS.Second layer of antivirus to improve security of information and of work stations.Personal portal for navigating through Línea Abierta from iPhone and iPod Touch.

Security and transparency

The employees and all the customers of ”la Caixa”.

Improvements in branch office security.CaixaProtect: free service for customers that guarantees protection against any fraudulent operation not conducted by the account holder.Cassiopea: a general anti-fraud programme that detects fraudulent activity in all channels and blocks the credit card in case of fraud.Renewal of the commitments of transparency to avoid laundering of capital and improve the intimacy and confidentiality of information.



3.6. Customer satisfaction

Customers stand at the centre of ”la Caixa”’s organisation and their satisfaction is its main objective. To achieve this, the Institution monitors business and private customers’ perception of the quality of its services. In 2008 there were a total of 255,371 customer questionnaires conducted. On a scale of 0 to 10, the level of satisfaction in private customers was 8.5; and in business customers, 8.3.

The customer’s voice

Management and reduction of customer complaints is a central goal of the 2007-2010 strategic plan. Fruit of its efforts, ”la Caixa” is the financial institution with the least number of complaints in proportion with its business volume, according to the latest published Bank of Spain report (third quarter 2008). For the receipt of complaints, ”la Caixa” makes available various options, such as the Customer Service Office and the Ombudsman of the Catalan savings-banks.

The employee’s voice

”la Caixa” also works to improve the satisfaction of its internal customers, with quarterly satisfaction questionnaires and an active system for gathering suggestions. In 2008, 8,358 suggestions were collected and employees valued the questionnaires at 7 out of 10. In parallel, improvements in the Intranet were introduced.

2006 2007 2008

Index of satisfaction of private customers 8.6 8.6 8.5

Satisfaction with self-service terminals 8.5 8.7 8.7

Satisfaction with the area around self-service terminals 7.9 8 8.2

Satisfaction with Línea Abierta 8.4 8.6 8.7

Index of satisfaction of business customers – 8.2 8.3

«In my view, the strong point of ”la Caixa” is its service, which is excellent both for my business and for me personally. I also value highly their speed and their capacity to solve problems for me and to offer me the latest possibilities». Sr. Francisco José Martínez Quesada, customer, manager of INTERSPORT, branch 2471 – Gran Vía Colón (Granada).



3.7. Committed to the environment

The commitment of ”la Caixa” to the environment goes beyond just complying with the legal requirements. Environmental management is integrated into its business operations and is also concretised in the environmental programmes promoted by Welfare Projects.

Environmental management

To ensure compliance with its commitments, ”la Caixa” has an Environment Committee, which

guarantees the sustainability of all procedures relating to its operations. It uses the most demanding parameters: the European 761/2001 (EMAS) regulation, the ISO 14001 standard, the environmental management certification system. It also adheres to the Environment Programme of the United Nations and the Equator Principles.

In parallel, ”la Caixa” has fostered the training on environmental questions of its employees, especially the latest intakes. In 2008, 1,973 employees took the course “ISO 14001 Environmental Management System”. In addition, the

Institution encourages the participation of its employees in improving environmental management and received 74 suggestions during 2008. The various training activities were complemented by other practical initiatives, such as the reduction in consumption of paper and energy in the branch network.

Further information at... http://portal.lacaixa.es/ecocaixa/ecocaixa_es.html

2006 (****) 2007 (****) 2008

Electrical energy (GJ) Conversion factor: GJ per kwh: 0.0036. Source: GRI technical protocols.

Total electrical energy consumed 90,701.90 95,132.7 760,914 (*)

Total electrical energy consumed per employee 55.17 57.83 29.20 (*)

Percentage saving of electrical energy +6.2% +4.8% –49%(*)

Diesel oil (GJ) Conversion factor: GJ per gallon of diesel (3.78 litres): 0.138. Source: GRI technical protocols.

Total diesel consumed 3,023 6,770 5,503 (**)

Total diesel consumed per employee 2.02 4.54 3.47 (**)

Co2 (tn) Conversion factor: gr of CO2 per Kwh. Mean factor of emission of the Spanish electrical sector (2008).

CO2 emissions due to consumption of Diesel (Tn) 224 501 407.22 (*)

CO2 emissions due to electricity consumption (Tn) 9,837 10,398 73,112.94 (*)

Total tonnes of CO2 10,060 10,889 75,520.16 (*)

Water (m3)

Total water consumed 75,036 76,036 75,808 (***)

Total water consumed per employee 45.64 46.56 37.88 (***)

Variation in water consumption +33.6% +1.3% –18%

Paper (kg)

Total paper consumed 120,912 115,868 1,992,412 (*)

Total paper consumed per employee 72.45 65,38 76,46 (*)

% paper recycled out of total consumed 42% 40% 64%

(*) Data from ”la Caixa” and its subsidiary companies.

(**) Data from ”la Caixa” headquarters.

(***) Data from ”la Caixa” headquarters, Sumasa, Accesible Housing and Servihabitat.

(****) In consumption of electrical energy and water, data from ”la Caixa” headquarters and Sumasa are included. In diesel and CO2 emissions, data from ”la Caixa” headquarters are included. In paper consumption, in 2006, data from ”la Caixa” headquarters, Sumasa and Accesible Housing are included, and in 2007 data from ”la Caixa” headquarters, Sumasa, Accesible Housing and Servihabitat are included.

”la Caixa” and subsidiaries



3.8. A good place to work

The human team of ”la Caixa” is its greatest asset. Its employees’ motivation and talent are crucial to its competitiveness. For yet another year, ”la Caixa” is one of the leading companies in creating stable employment in Spain. It appears as the most popular company as a place to work on the Merco Persons ranking and one of the 50 best companies in Spain to work in, according to the Great Place to Work Institute.

human quality… with customer orientation

The option for talent, new values, balance between family and work, equality and job integration of all groups make for a solid, motivated and dynamic team of

workers, who find answers specific to their requirements in a proper working climate.

Why it is important What ”la Caixa” has done

Dialogue To consolidate links between the Institution and its employees, covering each person’s individual needs.

Periodic questionnaires on the atmosphere at work and balance between family and work.To encourage and promote various channels of communication, such as the Intranet or the Call Centre, as a platform to express suggestions and needs.

Diversity and integration To promote equality of opportunity and non-discrimination on the grounds of gender, age, origin or disability.

It has conducted an Equality Diagnosis, as the first step in the 2009 Equality Plan.Accord to improve the 2007-2010 Collective Agreement for Savings Banks.

Balance between family and work To favour the harmony and balance of the staff.

The Committee to monitor balance between family and work and the Protocol of Equality and Balance has been set up.

Training To consolidate the development of the skills of its human team and guarantee better customer service.

”la Caixa” invested 15.08 million euros in training projects, 6% up on 2007.

46,3%

WomenMen

A(53,72%)

B(46,28%)

53,7%26,056

(*) Silk, e-laCaixa, Microbank, Sumasa,Servihabitat, Vivienda Asequible, GDS-Cusa,Caixa Capital Risc and PromoCaixa.

ToTAL STAFF oF ”LA CAIxA” AnD ITS SuBSIDIARIES 2008 (*)

«I chose ”la Caixa” because of the human image it transmits, its prestige even among family members and friends working for other institutions and also because of the prestige of being a part of Spain’s leading savings bank». Sofía Sánchez Borras, employee, branch 5921– Xàtiva-Baixada del Carme



3.9. Institutional participation and dissemination of knowledge

”la Caixa” has established agreements with several financial institutions and entities, as well as ones in other areas, which reinforce its links with society and its commitment to the most needy social sectors. This type of collaboration complements the initiatives to disseminate knowledge, promoted by the Institution through its Research Department, with 22 publications in the year 2008, and through ”la Caixa” Welfare Projects, with 2 Social Studies published that represent an instrument for the examination and analysis of reality.

Further information at... http://www.lacaixa.es/research http://obrasocial.lacaixa.es/estudiossociales/estudiossociales_es.html

Who benefits What ”la Caixa” is doing

Working together with institutions

The scientific community, the various organisations with which it works and, in consequence, society as a whole.

Collaboration with various Spanish and international organisations in the social, business and economic areas.

Research Department and social studies

The professionals of the economic community and students and researchers of social reality, with the objective that their knowledge be passed onto society as a whole and thus contribute to its improvement.

Dissemination of economic and social knowledge through publications in Spain and for the international community; and publication of studies on social questions.It promotes the ”la Caixa” Economy and Society Chair and the ”la Caixa” Business Social Responsibility and Corporate Governance Chair, jointly with IESE.

The full version of the report on “la Caixa” Corporate Responsibility can be consulted at: www.lacaixa.es/corporateresponsibility


This Corporate Responsibility Report of ”la Caixa” was drawn up in line with the regulations in the GRI Guide for Drawing up Sustainability Reports, published in 2008 and known as G3. According to this guide, there are determined requisites on its levels of application that are indicated in the following table.

The Corporate Responsibility Report (CRR) of ”la Caixa” meets the requisites for the A+ rating for applying G3, which means it complies with the specifications for G3 Level A for Profile, Management Approach and Performance Indicators and that it has been subjected to verification mechanisms under the conditions set by this standard.

Deloitte checked the complete version of the ”la Caixa” CRR and concludes that in Chapter 5 of this report the indicators reviewed and the scope of the review are explained in detail and that those indicators that do not cover all the points recommended by GRI are identified. After

our review, no aspect stood out to make us think that:

• The ”la Caixa” CRR has not been prepared in line with the Guidelines for drawing up Sustainability Reports of the Global Reporting Initiative, version 3 (G3).

• The information in the 2008 CRR of ”la Caixa” on applying the principles of the AA1000 regulation on relevance, integrity and stakeholder feedback contains material errors or omissions.

• The information provided on the advances in the lines of work on

Corporate Responsibility in 2008 has significant errors.

• In the complete version of the 2008 ”la Caixa” CRR, the pages and coverage of the requisites, management approaches and indicators are shown.

Rating level C C+ B B+ A A+

Dev

elop

men

t of

the

sta

ndar

d

G3 Profile

Report on: 1.1,

2.1-2.10,

3.1-3.8, 3.10-3.12,

4.1-4.4, 4.14-4.17.Re

port

che

cked

ext

erna

lly

Report all the criteria listed

for level C, as well as:

1.2,

3.9-3.13,

4.5-4.13, 4.16-4.17.

Repo

rt c

heck

ed e

xter

nally

The same requirement as

for level B.

Repo

rt c

heck

ed e

xter

nally

G3 Management

ApproachNot required.

Management approach for

each category of indicator.

Management approach for

each category of indicator.

Development indicators

and supplementary

indicators of the sector

(G3)

Report a minimum

of 10 development

indicators, including

at least one of each of

the social, economic

and environmental

indicators.

Report a minimum of 20

development indicators,

including at least one of

each of the economic,

environmental, human rights,

work, society and product

responsibility indicators.

Respond to all the central

G3 indicators of the

Supplement relating to

the materiality principle,

a) reporting on each

indicator; b) explaining the

reason for its omission.

4. Auditor’s note and stamp of the GRI

4. Auditor’s note and stamp of the GRI

Documents

Report on ”la Caixa” Corporate Responsibility Executive