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CSR Goals and Results

In FY2011, the Resona Group set the “Resona Group Corporate Social Responsibility (CSR) Goals” to promote the implementation of its objectives within each of the seven ISO 26000-based themes of the Resona Group CSR Policy using the PDCA model.
At the end of the fiscal year, we will assess our achievement against these goals, formulate our policy for the following fiscal year, and present the results on our website.
With the intention to further improve sustainability at the Resona Group in FY2017 onwards, we will assess our CSR Goals from the perspective of the Sustainable Development Goals (SDGs), and clarify to which SDGs each CSR Goal corresponds.

  • Goals
  • Results and Assessment

Corporate Social Responsibility (CSR) Goals, Results and Assessment for FY2017 by each issue of the Resona Group CSR policy.

  • *The Kinki Osaka Bank merged with Kansai Urban Banking Corporation on April 1, 2019.
Item Assessment Standard (for goals set in the beginning of the term)
  • Specific goals were set and achieved.
  • Specific results were accomplished.
  • Initiatives were implemented. (No specific numbers or results)
  • Goals were not achieved, but results were better than the previous fiscal year.
  • Goals were not achieved.

Corporate Governance

Governance (System Construction)

FY2017 Goal FY2017 Result Assessment
  • Carry out even more effective assessments at the Board of Directors, and based on those results, improve sustainable management practices, and implement proactive and effective information disclosure to improve the effectiveness of corporate governance.

Improve Materials, Explanations, etc.

  • Points of discussion were clarified within the materials for the Board of Directors, and by providing a meeting explanation with a reduced number of points, more constructive discussion formation was achieved.

Agenda Selection to Expand Discussion of Strategy Progress

  • Business progress reports of each department were improved, and the state of progress against the Medium-Term Management Plan released in April 2017 was confirmed.
  • Discussions leveraging free-discussions and other formats were held regarding our medium-to-long term strategy with a focus on the development of Omni-Advisors, FinTech, and internal and external changes.

Governance (Information Disclosure)

FY2017 Goal FY2017 Result Assessment
  • Improve the investment appeal of the Resona Group by enhancing financial information, and provide explanatory tools tailored to the financial literacy of stakeholders from institutional to individual investors to expand and deepen the IR of our company.
  • In addition to explanatory seminars for institutional investors during full-year account settlement and mid-year account settlement, vigorous activities were carried out, such as a teleconference for each quarter-year settlement (4 times), per-business strategy seminars (2 times), and individual consultations (approximately 280 times).
  • Opportunities to share information were enhanced through activities such as holding an online explanatory seminar (1 time) for individual investors, holding explanatory seminars at the branches of securities houses (10 times), exhibiting at the “Nikkei IR Investment Fair 2017” and the “Tokyo Stock Exchange (TSE) IR Festa 2018,” and holding shareholder seminars (3 times).
  • The Integrated Report was published in July.
  • Increase the number of communication forums to expand interactions with even just one more shareholder to create more fan shareholders.

[Goal]
1,900 participants in seminars

  • Investor seminars were held in Tokyo, Osaka and Saitama.
    1,874 participants in seminars

Risk Management

FY2017 Goal FY2017 Result Assessment
  • In addition to providing high-quality services to customers, work to prevent risks before they emerge to maintain the soundness of management.
  • While providing high-quality service to our customers, sound management continued to be maintained based on appropriate risk management and operations including measures to prevent risks that could impact management soundness before they emerge, and limiting primary risks to within the scope of core self-owned capital.

Compliance

Ensuring Group-Wide Compliance

FY2017 Goal FY2017 Result Assessment
  • Seek to continuously cultivate awareness through trainings and the sharing of concrete examples to create a corporate culture where each employee of the group has a highly developed sense of ethics and can undertake sound actions.
  • Efforts were made through various training activities to achieve a thorough understanding of the action policy among executives to improve compliance awareness. Furthermore, an employee survey was conducted to assess how widespread compliance awareness is among employees.

Prevention of Transactions with Anti-Social Forces

FY2017 Goal FY2017 Result Assessment
  • Implement and enhance a wide range of financial crime countermeasures in response to the diversification of financial fraud.
  • The assets of our customers were protected by implementing special fraud prevention measures for ATM wire transfers, together with proactively engaging with our customers to prevent fraud. Cooperation with the police was also continuously strengthened.

Consumer Issues/Customer Service

Customer Communication Enhancement

FY2017 Goal FY2017 Result Assessment
  • Seek to achieve branches where customers feel, “I’d like to hear their advice,” and, “I’d like to come again.”

[Goal]
Improve the CS assessment by outside investigators

Nikkei Financial Institution Ranking

  • Resona Bank: Rank 11 -> Rank 21
  • Saitama Resona Bank: Rank 11 -> Rank 3
  • Kinki Osaka Bank: Rank 28 -> Rank 21

Improvement of Products and Services

FY2017 Goal FY2017 Result Assessment
  • Increase the sophistication of acquiring customer opinions through surveys and other measures, and the methods of reflecting those opinions in our products and services.

[Goal]
Acquire 3 or more matters for improvement based on customer opinions

Issues Improved

  • Provided debit cards in real-time at branches
  • Launched smart phone app
  • Introduced branch reception service system
  • Expand our management solution business matching consulting offerings and further advance services tailored to our customers.

[Goal]
5,000 business matching inquiries.

  • 7,744 business matching inquiries
  • First domestic bank to launch a nationwide CSR private placement bond . Greatly exceeded the group’s initial fund goal of 20 billion yen, achieving over 386 issuances / 47 billion yen.
  • Use seminars to provide appropriate advice for stable asset formation of customers.

[Goal]
100 customer facing seminars

  • Seminars were held for customers (114 times)
  • In the spirit of fiduciary duty, implement consulting services centered around the life plans of our customers.
  • Applications expanded for the “RESONA Fund Wrap ” investment product, which offers appropriate capital allocations based on customer needs (over 35,000 sales made in FY2017, with an outstanding balance of 250 billion yen on March 31, 2018)

Community (Regional)

Revitalization of the Local Economy

FY2017 Goal FY2017 Result Assessment
  • Assist local enterprises at the time of their founding to contribute to the revitalization of the local economy through benefits such as the new formation and development of regional culture and increased employment.

[Goal]
3,000 applications for the Start-up Support Pack

  • 1,945 applications for the Start-up Support Pack
  • The membership-based “Resona Collaborare ” site targeted towards entrepreneurs was launched in September 2017, and the Katsudoryoku business loan targeted towards Resona Collaborare members was released in January 2018.
  • Contribute to regional society through designated financial institution transactions. Additionally leverage our know-how to make proactive efforts for PPP and PFI.

[Goal]
40 billion yen PPP loan balance

  • 27.2 billion yen outstanding balance as of March 31, 2018
  • 90.3 billion yen loan balance + proposed stock value vs settlement period target of 80 billion yen (10.3 billion yen above target)

Community Volunteer Work by Employees

FY2017 Goal FY2017 Result Assessment
  • Expand participants by invigorating Re: Heart club activities.

[Goal]
10,000 volunteers in FY2017

  • 6,198 “Re:Heart Club ” participants

Community (Next Generation)

Nurturing the Next Generation

FY2017 Goal FY2017 Result Assessment
  • Expand the venues and sessions of the Kid’s Money Academy to share learning opportunities with more children, and increase the number of participants.

[Goal]
4,500 participants in FY2017

  • Implement new curriculum for junior-high and high-school students to enhance financial education.
  • Provide support to over 100 single-parent households through program such as the Resona Foundation for Future scholarship, mother and child networking events, and career improvement support for single-parent household
  • 4,136 participants in the Kid’s Money Academy
  • Plan to examine and implement new curriculum for junior-high and high-school students to enhance financial education in FY2018.

Succession for Assets and Business

FY2017 Goal FY2017 Result Assessment
  • Develop more human resources, adjust materials, and cooperate in information sharing to improve our system and increase the number of contracts to promote a response more aligned to customer issues by utilizing our trust function.

[Goal]
Succession trusts (new contracts)

  • My Trust: 265 contracts annually
  • Heart Trust: 810 contracts annually
  • Own Company Stock Succession Trust: 205 contracts annually

Businesses of financial institutions

  • Own Company Stock Succession Trust 40 new contracts, Agency agreements: 1 agreement

Succession trusts (new contracts)

  • My Trust: 159 contracts annually
  • Heart Trust: 1,219 contracts annually
  • Own Company Stock Succession Trust: 153 contracts annually

Businesses of financial institutions

  • Own Company Stock Succession Trust 6 new contracts, Agency agreements: 1 agreement
  • Propose asset succession aligned to customer needs, and increase the number of testamentary trust contract holders.

[Goal]

  • Testamentary trust contract acquisition (Gr): 2,300 contracts
  • Inheritance management contract acquisition (Gr): 750 contracts
  • Testament, inheritance management revenue: 2.75 billion yen
  • Testamentary trust contract acquisition (Gr): 2,023 contracts
  • Inheritance management contract acquisition (Gr): 760 contracts
  • Testament, inheritance management revenue: 2.45 billion yen

Environment

Environmental Business Promotion

FY2017 Goal FY2017 Result Assessment
  • Promote environment-related investments (environmental measures funds, etc.) while carefully monitoring current environmental challenges.

[Goal]
135.8 billion yen (270 consultation reception entries) (110% more than the previous year)

  • Balance as of March 31, 2018: 141.8 billion yen (114.8% increase compared to the previous year)
  • In consideration of the environment, promote the use of online consumer loan contracts and tablet based application for insurance products.

[Goal]
Conclude 50% of consumer loan contracts online (5% more than the previous year)
Conclude 90% of contracts through tablets (5% more than the previous year)

  • Conclude 63.6% of consumer loan contracts online (17.8% more than the previous year)
    * Results for Premium Card Loan, Premium Free Loan, and Private Loan
  • Conclude 92% of contracts through tablets (7% more than the previous year)

Initiatives for Environmental Impact Reduction

FY2017 Goal FY2017 Result Assessment
  • Make efforts in environment management at the group level.
  • Foster environmental awareness among employees, and realize the environmental burden goals.

[Goal]
CO2 emissions: Reduce by 8% compared to FY2009 levels.
Copying-paper usage: Below the FY2016 level.

  • CO2 emission: 27.6% reduction from FY2009
  • Copying-paper purchases: 2.2% reduction from FY 2016
  • Expand waste processing centers.

[Goal]
FY2017 number of waste preprocessing centers: 105 centers

  • FY2017 number of waste preprocessing centers: 121 centers

Environment-Related Social Contribution Activities

FY2017 Goal FY2017 Result Assessment
  • Increase the number of volunteers in cleanup and tree planting activities.

[Goal]
Increase participants by 10% compared to the previous year

  • 1,050 participants (41% reduction from FY2016)
    * The planned large-scale cleanup and tree planting activities were cancelled due to rain, resulting in greatly reduced activities.

Investees' Environmental and Social Considerations

FY2017 Goal FY2017 Result Assessment
  • Institutionalize and thoroughly follow guidelines set in the “Environmental risk assessment procedures for large projects.”
  • Monitoring was carried out on 296 candidates for the environmental risk assessment procedures, and the appropriate response was confirmed to be carried out for the 55 projects within the scope of confirmation for environmental impact.

Diversity

Promotion of Diversity

FY2017 Goal FY2017 Result Assessment
  • Strive for evolved diversity and inclusion.

[Goal]

  • Female line-manager percentage: 26%
  • Employees with disabilities percentage: 2.0%
  • Percentage of spousal birth leave utilization: 80%
  • Female line-manager percentage: 26.4%
  • Employees with disabilities percentage: 2.17%
  • Percentage of spousal birth leave utilization: 100%
  • Launch career improvement support for single mothers through the Resona Foundation for Future.
  • Multiple consultations were held with advisors. A concrete plan regarding subsidies for certification qualifications will be formed in FY2018.
  • Launch career improvement support for single mothers through the Resona Foundation for Future.

[Goal]
Provide 2 billion yen in loans

  • 280 million yen in new loans

Promotion of Work-Life Balance

FY2017 Goal FY2017 Result Assessment
  • Implement productivity improvement activities to enhance work-life balance

[Goal]
Average paid vacation days utilized: 12 days

  • Average paid vacation days utilized: 13.9 days
  • The half-day vacation system was expanded, a new “Smart Day” was established, and a new leave-by-7pm rule was introduced to enhance work-life balance.

Employee Talent Development

FY2017 Goal FY2017 Result Assessment
  • Work to improve training and education programs. Foster human resources with the necessary abilities from the customer's viewpoint.
  • Support the career development of employees by expanding the various programs which support the career development of employees, and proactively sharing information through the home study system (Resona My Study) in order to support various ways of working and the independent development of abilities. Support work skill improvement centered around on-the-job training.

[Goal]
Over 500 employees to receive training to improve on-the-job training instruction skills

  • 861 employees to receive training to improve on-the-job training instruction skills (RO, KP, and SR combined )

Human Rights

Human Rights Awareness and Respect for Human Rights

FY2017 Goal FY2017 Result Assessment

Enhance human rights training.

  • Share effective training and educational materials from within branches
  • Enhance harassment prevention training
  • Further improve awareness-raising activities on the significance of human rights for LGBT and disabled persons
  • Review educational materials available on the intranet
  • Carry out training for recruitment personnel
  • Carry out training for staff in charge of social media communications

[Goal]
Provide 3 or more human rights lecture courses for all staff during the year (includes e-learning)

  • Over 3 human rights training sessions were held for all employees during the year. (1 session each of: Harassment prevention training, human rights awareness training “Thinking about Human Rights from an Inclusion Perspective,” sexual harassment & power harassment e-Learning)
  • Enhancement of harassment training: Discussion-based training was held for all employees using examples.
  • Human rights training for branch employees: Reflection-based training was held using examples presented regarding the human rights of LGBT and disabled individuals. Opinions and thoughts regarding the training were collected, and will be incorporated into upcoming sessions. The training materials used were made available on the intranet, and are available for reference to employees at any time.
  • Training for hiring managers: Training focusing on a fair hiring selection process was held.
  • Training for social-media outreach staff: Training on “Preventing discriminatory statements” was held.

Normalization Efforts

FY2017 Goal FY2017 Result Assessment
  • Strive to improve services to allow all customers to use them with ease.
    (Improve branch facilities, etc.)

    New branches: ※Excludes branches where efforts were implemented before move

  • Voice guidance system implementations: 1 branch (RO: Tsujiura Branch)
  • Barrier-free conversion: 22 branches (KO: 18 branches in the Kobe region, SR: Tsuruse branch + 2 additional branches)
  • Multi-purpose toilet installation: 4 branches (KO: Kobe Branch, SR: Tsuruse branch + 2 additional branches)

RO: Resona bank
KO: Kinki Osaka Bank
SR: Saitama Resona Bank