Key Performance Indicators

Key Performance Indicators

Material Aspect/
GRI Indicator
Description of Indicator   2014 2015 2016
Community
Direct Economic Value Distributed to Local Community Direct donations & sponsorships (AED)   11,724,747 6,994,090 6,745,456
Donations Islamic Banking Group (AED)   406,948 890,840 5,195,736
Total direct community distributions (AED)   12,131,695 7,884,930 11,941,192
Indirect community distribution (ATM donations) (AED)   1,389,895 768,555 1,008,254
Indirect community distribution (internet donations) (AED)   2,941,457 3,031,228 734,392
Total direct & indirect community investments (AED)   16,463,047 11,684,713 13,683,838
Workforce
Employees Total number of direct employees (i.e. outsourced not included) including subsidiaries   4,996 5,619 4,928
New jobs created (direct employees)   485 623 N/A
Total male (direct) employees   2,603 2,889 3,036
Total female (direct) employees   2,393 2,730 1,892
% female employees   48% 49% 38%
% female Senior Management positions   17% 19% 11%
% female Middle Management positions   25% 27% 23%
% total (direct employee) turnover   6% 11% 7.5%
% (direct employee) turnover (female)   2.5%1 4.5% 3.5%
% (direct employee) turnover (male)   3.5%1 6.5% 4.0%
% full-time contract   84% 83% 98%
% part-time contract   16% 16% 1%
% trainees (new)    N/A 1% 1%
% youth employed (18-30 years of age)   23% 36.5% 39.6%
% return to work post parental leave (female employees)   100% 100% 100%
Countries of origin (diversity by nationality)   65 70 75
Employees with special needs   5 4 4
Total outsourced staff   1,827 1,768 1,686
Direct employee engagement (satisfaction and willingness to go beyond)   70 71 76
Occupational Health & Safety Employee work-related fatalities   0 0 0
% absenteeism due to illness   2.44% 3.36% 1.16%
Employee Training & Development Total investment in employee training (AED mn)2   15 11 11
Av. investment per employee trained   3,681 1,958 2,351
Total training for all employees trained, including outsourced (hours)   132,465 147,127 145,194
Total training Senior Management (direct employees) (hours)   2,594 1,312 1,789
Total training Middle Management (direct employees) (hours)   58,734 42,644 37,054
Total training non-Management (direct employees) (hours)   71,137 103,171 106,351
Av. training per direct employee (hours)   33 27 30
Grievances Percentage of employee grievances resolved at year end   50% 40% 82%
Human Rights Total incidents of discrimination & corrective actions taken   0 0 0
Total incidents & violations involving rights of indigenous people & actions taken   0 0 0
Total grievances about human rights impact filed, addressed & resolved through formal grievance mechanism   0 0 0
Environmental Responsibility (reducing footprint, products & services)
Paper Total paper consumption (tonnes)   206 217 208
Total paper recycled (tonnes)   59 63 68
Energy Total electricity consumption (KwH)   39,683,1091 40,476,299 41,196,424
Total diesel consumption for fleet cars (owned & leased) & DOZ staff transportation (L)   267,132 318,150 302,243
Total petrol consumption for fleet cars (owned & leased) & DOZ staff transportation (L)   243,980 260,466 241,557
Water Total water consumption (m3)   110,542 99,242 95,566
GHG CO2E Electricity3   16,670 17,080 17,302
CO2E Diesel (vehicles)4   728 867 824
CO2E Petrol (vehicles)4   589 629 583
CO2E Water3   3.64 3.27 3.15
Waste Disposal E-waste recycled (tonnes)   14.43 7 0
Plastics recycled (KG)   39 280 80
Cardboard recycled (KG)   210 745 426
General waste (KG)   77,893 59,528 50,640
E-statements Total e-statement subscriptions (retail & corporate) at year end   471,0261 563,401 675,665
Total paper saved by e-statements (retail & corporate)5   6,186,8171 10,037,099 12,033,050
Total money saved by e-statements (retail & corporate) (AED)5   4,145,1671 6,724,856 8,062,144
Corporate Responsibility (Economic Growth, Customer Experience, Governance, Responsible Banking)
Direct & Indirect Economic Impact Financial Performance - ADCB invites the viewer to review the Bank's investor relations website
Total customers (retail & corporate)   639,566 743,133 761,549
% customer-base growth (at year end)   13% 16% 3%
Total branches (UAE & overseas)   53 52 51
Total pay offices   4 3 3
Total rep offices (abroad)   1 21 2
Total ATMs   301 304 334
Mobile banking (SMS) subscribers (retail only)   460,485 561,592 676,006
ADCB personal internet banking subscribers (retail)   306,920 378,942 430,259
ADCB pro-cash subscribers (corporate)   12,026 14,936 19,460
Total internet subscribers   318,946 393,878 449,719
New products launched by Consumer Banking Group   5 4 4
Customer Experience
Net Promoter Score (NPS)6   Baseline Maintained High NPS Maintained High NPS
Total customer complaints   40,069 43,782 28,022
Total customer complaints on responsible product/service communication (mis-selling)   1,204 1,342 1,170
Customer complaints on products/service charges (mis-charging)   2,648 2,497 1,721
Total customer complaints resolved   100% 100% 100%
% of complaints resolved within 3 days   92% 92% 94%
Governance ADCB invites the viewer to review the Bank's corporate governance website
Anti-Corruption % operations assessed for corruption risk   100% 100% 100%
Total incidents of whistle-blowing   25 29 31
Total incidents of whistle-blowing reported to the Board which required further investigation   2 4 5
Total incidents of whistle-blowing deemed substantial   0 0 0
Total training (hours) for direct employees on policies and procedures concerning anti-corruption [NEW]   N/A N/A 2,529
Compliance - Products & Services
Total incidents of non-compliance with regulations and voluntary codes concerning marketing communications, including advertising, promotion, and sponsorship   1 0 0
Total incidents of non-compliance with regulations and voluntary codes concerning labelling and information on products & services   0 0 0
Customer Privacy Total no. of incidents of breach of customer privacy   8 0 0
% of incidents of breach of customer privacy detected (and prevented)   100% 100% 100%
Procurement % spending on local suppliers   96.7% 97.4% 98.8%
% suppliers screened for environmental criteria   25.2% 41.8% 94.5%
Non-GRI Standard & Poor's / Hawkamah Pan-Arab ESG index ranking   4th 2nd 3rd
GRI level considered   Core Core Core
No. employees trained in sustainability   over 4007 over 4007 approx 2757,8

1 Restated

2Starting in 2016, investment in training covers both direct and outsourced employees

3 Source: Masdar Institute for the Emirate of Abu Dhabi, used as a proxy for the UAE due to similar climatic conditions and power plant technology

4 Source: GHG Protocol Emission Factors

5 These numbers are estimations only, calculated from the average number of e-statement subscribers per month

6 "Net Promoter Score" and "NPS" are trademarks of Satmetrix Systems Inc., Bain & Company, and Fred Reicheld.

7 Approximation

8 In 2016, sustainability training was integrated into the staff induction programme

N/A - not available