Callcredit Corporate Responsibility Report - 2014
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Transcript of Callcredit Corporate Responsibility Report - 2014
B E T T E RCorporate Responsibility Report 2013
OUR SUSTAINABLE SUCCESSThis is Callcredit’s third Corporate Responsibility report
and I am delighted to reflect on progress.
We are particularly proud of our partnership with Barca,
a charity in Leeds. We help Barca with what we’re good
at – strategy, technology, data. This enables Barca to
focus on what they’re good at – helping people with health
and poverty challenges to a place that’s better for them.
Innovation in our products and services continues to deliver
social value, for example, supporting responsible lending,
age verification, financial literacy, fraud negation.
In 2013 we raised £53K for British Heart Foundation.
One third of our staff volunteered in the community.
We also continued to work down our environmental
footprint, and to work up our investment in our people’s
development and choices for a healthy lifestyle.
Our employees tell us they like this – Corporate
Responsibility was a top driver for engagement in our
2013 employee survey. We get the same message from
our clients, consumers, suppliers, and regulators.
Reading this report I’m pleased that every one of our
offices are now embracing Corporate Responsibility.
For instance, our Kaunas office in Lithuania won a national
award for ‘Responsible Workplace of the Year’, presented
by the Minister for Labour.
In 2014 we will further integrate responsibility into our
culture and actions. We have appointed our first dedicated
Corporate Responsibility role to help facilitate this, and
will continue to share best practice with industry leaders.
Callcredit has a bright present and a bright future,
and we are proud to help others achieve the same.
Our Information Services Leadership Team, midway through their 2013 coast-to-coast charity cycle: Adrian, Laura, Richard, Ian, Peter, Dainius and Michael.
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We do responsibility because it’s good business sense, good risk managementJohn McAndrew
Chief Executive, Callcredit Information Group
OUR SUSTAINABLE SUCCESS
Our Information Services Leadership Team, midway through their 2013 coast-to-coast charity cycle: Adrian, Laura, Richard, Ian, Peter, Dainius and Michael.
John McAndrewChief ExecutiveCallcredit Information Group
OUR RESPONSIBILITYWe’re often told that Callcredit is a refreshing change –
as a partner, supplier, client, employee, investment,
and corporate citizen.
Our regulators, customers and the public require that data
is used and protected properly, and that our products,
services and operations strike a fair balance between
commercial objectives and social, environmental and
ethical issues.
Our employees expect the same, and for us to support
their career development, health and wellbeing, and
work-life balance.
Equally important, our investors look for us to focus on
market growth, and increasing profitability.
Our Chislehurst team prepare to give interview practice to some school leavers on their volunteering day: Andy, Joanne, Chris, Iona, Matt and Carolyn.
Cyril from our delivery team in Leeds scopes out a project for one of our Marketing Solutions clients.
Our vision is of responsible solutions, delivered by a healthy and diverse workforce that actively engages with the community and environmentGraham Lund
UK Managing Director
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We frame our
approach to different
stakeholders through
four responsibility
themes:
Our Marketplace We act with integrity towards our consumers,
clients, regulators, suppliers and investors
Our Community We give back to society, including our
local communities and charitable causes
Our Workplace We value employee engagement,
diversity, development, health & wellbeing
Our Environment We respect the natural world and make
efforts to reduce our impact on it
OUR RESPONSIBILITY
Rusne, Megan, Rokas and Agne raise their flag at our Kaunas Callcredit summer festival at the Šaulys forest and lake
Industry Best Practice
We are members of Business in the Community (BITC),
the industry standard for best practice in Corporate
Responsibility (CR).
Together we help support communities and the
environment, and in that process improve business.
The aim is to build a genuinely sustainable economy,
a resilient society, diverse workplaces and a more
equitable future.
CR Governance
Each of our responsibility themes is owned by a
Senior Management Group (SMG) of relevant Directors.
The SMGs prioritise activities for implementation by
operational teams and CR Champions.
Each SMG is sponsored by a member of our
Executive team. Together the sponsors comprise our
CR Board, who set the CR strategy.
OUR APPROACH
Suresh from our DBA team in Leeds gets a cuppa from Joyce’s Cafe One tea trolley, a Yorkshire tradition worth maintaining!
Our Warrington office on their Cumbrian Challenge, raising money for Help for Heroes: Andy, Lis, Nicola, Jenny, Chris, Dan and John.
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Our Governance model makes CR built-in, not bolt-on. That ensures we do the right things at the right time, and so realise the full benefitsJulie Wright
Human Resources Director
Corporate Responsibility Board
Marketplace SMG Workplace SMG
Community SMG Environment SMG
OUR APPROACH
OUR VALUES
BETTER
Our ‘it starts with me’ recognition scheme
rewards our employees for living our values
Who we are
What we do
INTEGRITY
Being honest and open
with all stakeholders
LISTENING
To our customers and people
TALENT
Finding, retaining and
developing diverse talent
INNOVATIVE
Finding answers to new
challenges
TEAMWORK
Better together than we
are individually
DELIVERING
Doing what we promise
OUR MARKETPLACECredit Solutions
We work with the private and public sectors to support
responsible interactions with consumers. Our unique
products assess ability to pay, detect fraud and verify
identity. This helps our clients address conduct and
financial risk, and so support stability for everyone.
Marketing Solutions
We help the retail, utilities and financial sectors
better target services to their clients. These include
environmentally and socially sustainable products, energy
efficiency and renewable power. These help reduce food
and fuel poverty, and the world’s carbon footprint.
Consumers
Noddle, our Free-for-Life credit report, facilitates financial
literacy by helping consumers understand and manage
their credit profile which impacts their ability to access
products and services. Noddle can also help protect from
ID theft and Fraud.
Supplier Responsibility
Our suppliers are required to meet ethical standards
in human and labour rights, and protecting the
environment. We operate fairly and have built strong
partnerships, including with small businesses, which
helps support local economies and communities.
Data Compliance
Our Compliance teams work with our regulators and key
industry bodies to understand what we need to do to meet
our legislative, regulatory and code of practice requirements.
We liaise with different parts of the business to ensure we
use our data and services in ways that comply.
Data Security
We apply industry-leading technical and procedural security
measures to fulfil our obligations to protect clients’ data.
Our information security processes are certified to ISO27001,
and our data systems are certified PCI DSS compliant.
Sumangala from our QA team in Leeds reviews functionality on one of our Credit products.
Saima, Sareena, Jen and Chris from our Leeds Consumer Services Team share best practice on helping customers.
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Callcredit’s affordability and real time reporting products help the lending industry conduct business in a responsible, sustainable mannerPeter Mansfield
Managing Director, Callcredit Limited
96%Average customer rating for their relationship with Marketing Solutions in 2013
149,296Consumer enquires handled in 2013
OUR MARKETPLACE
Ed, Kate, Jo-Ann and Danny from our Compliance team in Leeds discuss our Regulatory Business Plan in line with our obligations under the Financial Conduct Authority
Callcredit’s affordability and real time reporting products help the lending industry conduct business in a responsible, sustainable mannerPeter Mansfield
Managing Director, Callcredit Limited
OUR WORKPLACEOur People
Each year we conduct an Employee Engagement Survey to
listen to, and act on feedback from our people. Our 2013
survey showed that 87% of our staff were engaged/nearly
engaged, a very positive result.
We are committed to developing our people to reach
their potential and enjoy rewarding careers with Callcredit.
We provided 1,650 days of Learning and Development in
2013. We have implemented an Apprenticeship scheme
for young people to learn as they earn; and also a Talent
Management Programme for our future leaders.
We apply the same minimum rate set by the Living Wage
Foundation to our UK employees. We have clear policies
on Equal Opportunities, Dignity at Work, Whistleblowing,
Anti-Bribery, and Health and Safety. We appreciate the
value of having a diverse workforce and also recognise the
need for a healthy work/life balance. There are flexible
working arrangements in place to help support this.
Health, Safety and Wellbeing
We understand that our people’s health and wellbeing
has a direct impact on their engagement and productivity.
We support staff who want to cycle or run to work with
onsite showers and secure storage.
We also provide our offices with free fruit, relaxation
massages, and wellbeing workshops. Our systems are
certified to OHSAS18001, the best practice standard
for Health & Safety.
Social Events
We hold regular employee events at our different
offices. These provide a way to have fun together,
and to recognise our hard work and success.
Tom, Rory and Geraint cross the line at the 2013 Leeds Abbey Dash. With over 60 runners Callcredit had the largest corporate team.
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Our Swindon team prepare to Go Ape: Rob, Richard, Mike, Li, Ben, Chris and Joe.
The free health check alerted me to see my GP about my blood pressure, which is now sorted. Thank you!Alan Hutchinson
Group Credit Manager
87%Employee engagement in 2013
1,650Days Learning & Development delivered in 2013
OUR WORKPLACE
The free health check alerted me to see my GP about my blood pressure, which is now sorted. Thank you!Alan Hutchinson
Group Credit Manager
Arunas from our Kaunas staff basketball team goes for the jump against the Chemcentras team in the Kaunas basketball league companies’ semi-final.
OUR COMMUNITYCommunity Partnering
By giving our business skills, contacts and products pro
bono, we can enable community organisations to better
focus on their core mission.
We’re doing this with Barca, a Leeds charity that helps
people overcome health and social issues stemming from
poverty and exclusion. In 2013 our IT team delivered Barca
an IT strategy, alongside tune-ups of their computer kit.
Our Strategy experts also helped Barca’s management
team formulate a Strategic Vision.
In 2014 we will help Barca with their IT, databases and
Marketing Strategy, to address financial exclusion
amongst their clients, and in bidding for contracts for
Barca to provide their services to the public sector.
Employee Volunteering
In 2013 our people gave 355 days of their time to deliver
projects that directly benefit society and the environment.
Projects included hosting events for the elderly,
wildlife conservation, restoring children’s play areas,
and refurbishing a community centre.
Charities
We had two ‘charities of the year’ in 2013 – British Heart
Foundation in the UK, and the Kaunas Children’s Day
Centre in Lithuania. Our offices raised over £53K for BHF,
and over LTL16,000 for the Children’s Centre.
We also match our employees or their own fundraising. In
2013 this resulted in donations to 33 different charities.
In 2014 our offices are supporting local charities, for
example CandleLighters in Leeds, for children with cancer.
Lauren and James from our Chislehurst team, on their 100km trek for British Heart Foundation.
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Suky, Adam, Stacey and Richard run a Health Check on Barca’s IT systems in Leeds.
Callcredit’s volunteers didn’t want to go home until every last piece of stone was in the groundBruce Fowler
Nell Bank Centre
355 daysCommunity Volunteering by Callcredit employees in 2013
£53,385Raised for British Heart Foundation in 2013
OUR COMMUNITY
Children at Nell Bank in Yorkshire celebrate a new access track to enable those with additional needs to use the facilities. With 300 tonnes of limestone and 124 staff from 16 different teams, this was our biggest volunteering challenge so far.
OUR ENVIRONMENTSystems, Facilities
Our Leeds operations are certified to ISO14001,
the best practice for Environmental Management.
Our ‘eco Senior Management Group’ oversees the
programme and ensures initiatives are embedded
‘Business As Usual’ across all activities and offices.
In 2013 we integrated our Environmental and
Health & Safety systems and audits. In 2014 we
will certify our Latitude offices.
Carbon Disclosure
Each year we calculate our carbon footprint at Leeds
for the Carbon Disclosure Project.
Our international growth has driven an increase in
travel carbon. However, increased efficiencies in our
Facilities and IT systems have balanced this to keep
our overall footprint stable at 4 tonnes per person.
Green Technology
We do more with less by being smarter about
how we design our IT services. For example we’ve
centralised processing to our datacentres,
which are powered using renewable electricity,
and are award-winning for energy efficiency.
In 2013 we rolled out Multi-Function Devices which
use Follow-me, duplex printing. This has significantly
reduced our use of paper and toners.
In 2014 we will further reduce paper use through
automation and workflow. We’ll also roll out new
collaboration tools to reduce the need for travel,
and so save time, cost and carbon.
Egle, Ruta, Aiste, Agne and Ieva from our Kaunas office, with their car share chocolate medals.
Our array of recycling pods now includes non-confidential paper, plastics, cans, and toners.
BETTER
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Our printing has now had ‘the revolution’, 2014 will see us give remote collaboration the same treatmentGeraint Jones
IT Services Manager
146%Increase in rates of plastics recycling, 2013 from 2012
700,000Sheets of paper saved annually due to rollout of Multi-Function Devices
OUR ENVIRONMENT
Our printing has now had ‘the revolution’, 2014 will see us give remote collaboration the same treatmentGeraint Jones
IT Services Manager
Richard’s ‘Printing Revolution’ rolled out Multi-Function Devices to our Leeds office. This significantly reduced our use of paper and toners.
To find out more about Callcredit, please:
Email: [email protected] Call: +44 (0) 113 388 4300 Visit: www.callcredit.co.uk
For more detailed information on the content of this document please contact:
Corporate Responsibility Enquiries:
Gavin McNaughton – Corporate Responsibility Manager DDI: +44 (0) 113 826 6232 [email protected]
Press and Media Enquiries:
Duncan Bowker – PR Manager DDI: +44 (0) 113 826 6700 [email protected]
Printed on Revive 50:50 a recycled paper containing 50% recycled waste and 50% virgin fibre and manufactured at a mill certified with ISO14001 environmental management standard.
The pulp used in this product is bleached using an Elemental Chlorine Free process.