Key Performance Indicators

Key Performance Indicators

Material Aspect/
GRI Indicator
Description of Indicator   2015 2016 2017
Community
Direct Economic Value Distributed to Local Community Direct donations & sponsorships (AED)   6,994,090 6,745,456 14,790,818
Donations Islamic Banking Group (AED)   890,840 5,195,736 3,139,765
Total direct community distributions (AED)   7,884,930 11,941,192 17,930,583
Indirect community distribution (ATM donations) (AED)   768,555 1,008,254 888,362
Indirect community distribution (internet donations) (AED)   3,031,228 734,392 4,887,819
Total direct & indirect community investments (AED)   11,684,713 13,683,838 23,706,764
Workforce
Employees Total number of direct employees (i.e. outsourced not included) including subsidiaries   5,619 4,928 5,100
New jobs created (direct employees)   623 N/A 172
Total male (direct) employees   2,889 3,036 3,118
Total female (direct) employees   2,730 1,892 1,982
% female employees   49% 38% 39%
% female Senior Management positions   19% 11% 23%
% female Middle Management positions   27% 23% 33%
% total (direct employee) turnover   11% 7.5% 9%
% (direct employee) turnover (female)   4.5% 3.5% 4%
% (direct employee) turnover (male)   6.5% 4.0% 5%
% full-time contract   83% 98% 98%
% part-time contract   16% 1% 0%
% trainees (new)    1% 1% 1.8%
% youth employed (18-30 years of age)   36.5% 24.4%1 21.8%
% return to work post parental leave (female employees)   100% 100% 100%
Countries of origin (diversity by nationality)   70 75 79
Employees with special needs   4 4 6
Total outsourced staff   1,768 1,686 1,485
Direct employee engagement (satisfaction and willingness to go beyond)   71 76 77
Occupational Health & Safety Employee work-related fatalities   0 0 0
% absenteeism due to illness   3.36% 1.16% 1.54%
Employee Training & Development Total investment in employee training (AED mn)2   11 11 9
Av. investment per employee trained   1,958 2,351 1,765
Total training for all employees trained, including outsourced (hours)   147,127 145,194 185,456
Total training Senior Management (direct employees) (hours)   1,312 1,789 1,552
Total training Middle Management (direct employees) (hours)   42,644 37,054 44,561
Total training non-Management (direct employees) (hours)   103,171 106,351 141,342
Av. training per direct employee (hours)   27 30 37
% regular performance and career development reviews   100% 100% 100%
Grievances Percentage of employee grievances resolved at year end   40% 82% 100%
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)   217 208 197
Total paper recycled (tonnes)   63 68 61
Energy Total electricity consumption (KwH)   40,476,299 41,196,424 43,627,068
Total diesel consumption for fleet cars (owned & leased) & DOZ staff transportation (L)   318,150 302,243 307,626
Total petrol consumption for fleet cars (owned & leased) & DOZ staff transportation (L)   260,466 241,557 245,014
Water Total water consumption (m3)   99,242 95,566 85,291
GHG CO2E Electricity3   17,080 17,302 18,323
CO2E Diesel (vehicles)4   867 824 839
CO2E Petrol (vehicles)4   629 583 592
CO2E Water3   3.27 3.15 2.81
Waste Disposal E-waste recycled (tonnes)   7 0 12
Plastics recycled (KG)   280 80 65
Cardboard recycled (KG)   745 426 173
General waste (KG)   59,528 50,640 60,612
E-statements Total e-statement subscriptions (retail & corporate) at year end   563,401 675,665 746,213
Total paper saved by e-statements (retail & corporate)5   10,037,099 12,033,050 13,248,817
Total money saved by e-statements (retail & corporate) (AED)5   6,724,856 8,062,144 8,876,707
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)   743,133 761,549 875,913
% customer-base growth (at year end)   16% 3% 15%
Total branches (UAE & overseas)   52 51 50
Total pay offices   3 3 3
Total rep offices (abroad)   21 2 2
Total ATMs   304 334 357
Mobile banking (SMS) subscribers (retail only)   561,592 676,006 733,834
ADCB personal internet banking subscribers (retail)   378,942 430,259 484,116
ADCB pro-cash subscribers (corporate)   14,936 19,460 23,716
Total internet subscribers   393,878 449,719 507,832
New products launched by Consumer Banking Group   4 4 4
Customer Experience
Net Promoter Score (NPS)6   Maintained High NPS Maintained High NPS Maintained High NPS
Total customer complaints   43,782 28,022 21,552
Total customer complaints on responsible product/service communication (mis-selling)   1,342 1,170 1,454
Customer complaints on products/service charges (mis-charging)   2,497 1,721 1,668
Total customer complaints resolved   100% 100% 100%
% of complaints resolved within 3 days   92% 94% 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   29 31 28
Total incidents of whistle-blowing reported to the Board which required further investigation   4 5 9
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 2,529 4,045
Compliance - Products & Services
Total incidents of non-compliance with regulations and voluntary codes concerning marketing communications, including advertising, promotion, and sponsorship   0 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   0 0 1
% of incidents of breach of customer privacy detected (and prevented)   100% 100% 100%
Procurement % spending on local suppliers   97.4% 98.8% 97.7%
% suppliers screened for environmental criteria   41.8% 94.5% 90.7%
Non-GRI
  Standard & Poor's / Hawkamah Pan-Arab ESG index ranking   2nd 3rd 2nd
GRI level considered   Core Core Core
No. employees trained in sustainability   over 4007 approx 2757,8 approx 1707,8

1 Restated

2 Starting 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 Starting in 2016, sustainability training has been integrated into the staff induction programme for new joiners.

N/A - not available