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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.
Additionally, we formulated an action plan in FY2019 for achieving Resona Sustainability Challenge 2030.

*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)

FY2018 Goal FY2018 Result Assess
ment
  • 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.
  • Provision of information in advance and further improvements in explanations of proposals to outside directors
  • Provided information on matters to be discussed by the Executive Committee to outside directors in advance.
  • Supplemental explanations of key matters provided by the Chairman of the Board of Directors, etc., at the time of explaining proposals.

Further improvement in details of reports to the Board of Directors

  • Changed reporting format so that reports on business execution are more focused on key points.

Further improvement in free discussions

  • Focused discussions were held by the Board of Directors using free discussions in order to share understanding of medium- to long-term management issues at an early stage.

★★☆

Governance (Information Disclosure)

FY2018 Goal FY2018 Result Assess
ment
  • Strive for fair and impartial information disclosure, and achieve constructive dialogue with investors. Leverage our enhanced financial and non-financial information disclosure to carry out initiatives aligned with our goal to become the “Retail No. 1” Financial Services Group through a variety of media.
  • Promoted shareholder and investor understanding about Resona HD and held constructive dialogue together through timely and appropriate disclosures, enhancements to the integrated report and the following IR activities.
  • Held IR briefings and individual interviews for institutional investors on 243 occasions reaching 676 companies.
  • Held IR briefings for individual investors on 14 occasions reaching 2,080 investors.

★★☆
  • 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.
    Participants in seminars: 1,740

★★☆

Risk Management

FY2018 Goal FY2018 Result Assess
ment
  • 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

FY2018 Goal FY2018 Result Assess
ment
  • 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

FY2018 Goal FY2018 Result Assess
ment
  • 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

FY2018 Goal FY2018 Result Assess
ment
  • 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 42 -> Rank 17
  • Saitama Resona Bank: Rank 6 -> Rank 4

★★☆

Improvement of Products and Services

FY2018 Goal FY2018 Result Assess
ment
  • 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

Improvements made

  • ･Restored magnetic passbooks at "Quick Navi" ATMs.
  • Improved speed of tablets used for reception services at branches.
  • Improved functionality of the Resona Group App.
  • Expanded Quick Deposit Service to include ATM deposits at other Group banks.

★★★
  • Expand our management solution business matching consulting offerings, and advance the creation of services and proposals that meet the diversifying needs of our customers.

[Goal]
8,000 business matching inquiries.
  • Business matching inquiries: 9,068
  • Achieved goal thanks to ongoing initiatives to support customers reinforce their core business, including various business meetings, business matching focused on resolving management challenges, and business matching for expanding sales channels, etc.
  • Created the Resona/Saitama Resona SDGs Consulting Fund, a financial instrument with free simplified SDGs consulting services attached, the first of its kind in Japan, in September 2018. Group-wide this instrument was provided 151 times accounting for 24.5 billion yen. Formed a base for providing SDGs related consulting services as a financial institution.

★★★
  • Use seminars to provide appropriate advice for stable asset formation of customers.

[Goal]
80 customer facing seminars
  • Customer facing seminars: 55

★★
  • Provide high quality investment products and services aligned to the life plans of our customers.

Fund wrap

  • Began offering the plan called "Resona Fund Wrap Welcome Plan" (June), providing asset formation services to more customers by making it easier to invest even for novice investors.
  • Began offering systems on our website to increase investment amounts (December), expanding channels for customers and increasing convenience.

iDeCo

  • Began offering the new plan called "Resona Tsumitate iDeCo" (May), contributing to increased investment trust ratio and asset formation for retirement.

★★☆
  • Expand the features and user base of the Resona Smart Account application to provide our customers bank access "whenever" and "wherever" they need it.

Resona Group App

  • Exceeded 1 million downloads in April 2019.
  • Received the 2018 Good Design Award.
  • Expanded functionality including adding function for purchasing and canceling investment trusts.

★★☆

Community (Regional)

Revitalization of the Local Economy

FY2018 Goal FY2018 Result Assess
ment
  • 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]
2,500 applications for the Start-up Support Pack
  • Applications for packages of solutions for start-ups: 2,225
  • Promoted and expanded access to financial services during local companies' start-up phase, supporting their growth.
  • Continued offering packages of solutions for start-ups and expanded financial services in tune with the needs of start-ups.

Reference

  • Cumulative total of applications: 5,970

★★☆
  • Contribute to regional society through designated financial institution transactions. Additionally leverage our know-how to make proactive efforts for PPP and PFI.

[Goal]
200.3 billion yen PPP loan balance + proposed stock balance
  • PPP loan balance + proposed stock balance: 159.6 billion yen
  • Actively involved in major PPP and PFI projects and posted record high value of new contracts during the fiscal year, despite falling short of loan balance goal.
  • Worked on solving local issues together with designated financial institutions, using seminars targeting municipal government employees, etc.

★★☆

Community Volunteer Work by Employees

FY2018 Goal FY2018 Result Assess
ment
  • Proactively disseminate information on our regional programs within the company, and increase the number of participants.

[Goal]
10,000 volunteers in FY2018
  • "Re:Heart Club" participants: 6,398
  • Increased the number of participants by 200 over last fiscal year, despite falling short of goal.

★★

Community (Next Generation)

Nurturing the Next Generation

FY2018 Goal FY2018 Result Assess
ment
  • 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 FY2018
Implement new curriculum for junior-high and high-school students to enhance financial education.
  • "Resona Kid's Money Academy" participants in FY2018: 4,002 *1
  • Cumulative total number of participants to date: 37,000
  • Launched new finance and business curriculum for junior high students called "Resona Teens' Money Academy".

★★☆
  • *1"Resona Kids' Money Academy" and "Mirai Kids' Money Academy"

Succession for Assets and Business

FY2018 Goal FY2018 Result Assess
ment
  • 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

  • My Trust: 290 contracts annually
  • Heart Trust: 910 contracts annually
  • Own Company Stock Succession Trust : 260 contracts annually

Businesses of financial institutions

  • Own Company Stock Succession Trust: 40 new contracts
  • Agency agreements: 10 agreements.
    (Own Company Stock Succession Trust, iDeCo, Fund Wrap, etc.)

Corporate pensions and iDeCo

  • Promoted corporate pensions and iDeCo (iDeCo+) at all Group branches aimed at supporting a stable retirement for employees from major corporations to SMEs to address Japan's aging society.
  • Number of persons enrolled in defined contribution plans: +56,000 in FY2018

Succession trusts (new contracts)

  • My Trust: 289 contracts annually
  • Heart Trust: 1,150 contracts annually
  • Own Company Stock Succession Trust: 92 contracts annually

Businesses of financial institutions

  • Trusts for transfer of own company stock: 1 new contract
  • Agency agreements: 13 new agreements.
    Acquired more than 3,000 new and existing national pension accounts in FY2018

★★☆
  • Propose asset succession aligned to customer needs, and increase the number of testamentary trust contract holders.

[Goal]
Testamentary trust contract acquisition (Gr): 2,750 contracts
Inheritance management contract acquisition (Gr): 970 contracts
Testament, inheritance management revenue: 3.1 billion yen
  • Testamentary trust contract acquisition (Gr): 2,508 contracts
  • Inheritance management contract acquisition (Gr): 827 contracts
  • Testament, inheritance management revenue: 2.6 billion yen

★★☆

Environment

Environmental Business Promotion

FY2018 Goal FY2018 Result Assess
ment
  • Promote environment-related funds (environmental measure funds, etc.) with a focus on climate-change risks and current environmental issues.

[Goal]
148.8 billion yen for environment-related funds (5% increase over previous year)
  • Balance of environment-related funds: 158.2 billion yen *2
  • Reached goal after promoting Growth Field Support Fund, Eco-Vision Diversity Company, Environmental Measure Support Fund, and various environment-related funds.

Reference

  • Group-wide balance of environment-related funds: 210.6 billion yen

★★★
  • In consideration of the environment, promote the use of online consumer loan contracts and tablet based application for insurance products.

[Goal]
Conclude 65% of consumer loan contracts online (2% more than the previous year)
Conclude 95% of contracts through tablets (3% more than the previous year)
  • Concluded 71.7% of consumer loan contracts online
    (8.1% more than the previous year)
  • Concluded 98.8% of contracts through tablets (6.8% more than the previous year)

★★★
  • *2Resona bank

Initiatives for Environmental Impact Reduction

FY2018 Goal FY2018 Result Assess
ment
  • 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 9% compared to FY2009 levels
Copying-paper usage: Below the FY2016 level
  • CO2 emission: 27.6% reduction from FY2009
  • Copying-paper usage: +11.5t over FY2016

★★☆
  • Expand waste processing centers.

[Goal]
FY2018 number of waste preprocessing centers: 160 centers
  • FY2018 number of waste preprocessing centers: 162 centers *3

★★★
  • *3Resona bank

Environment-Related Social Contribution Activities

FY2018 Goal FY2018 Result Assess
ment
  • Increase the number of volunteers in cleanup and tree planting activities

[Goal]
1,800 participants
  • Number of volunteer participants in environmental conservation activities such as cleanups and tree planting:
    1,884 (+834 over last year)

★★★

Investees' Environmental and Social Considerations

FY2018 Goal FY2018 Result Assess
ment
  • Institutionalize and thoroughly follow guidelines set in the "Environmental risk assessment procedures for large projects."
  • Monitoring was carried out on 227 candidates for the environmental risk assessment procedures, and the appropriate response was confirmed to be carried out for the 52 projects within the scope of confirmation for environmental impact.

★★☆

Diversity

Promotion of Diversity

FY2018 Goal FY2018 Result Assess
ment
  • Strive for evolved diversity and inclusion.

[Goal]
Female line-manager percentage: 28%
Further increase the percentage of employees with disabilities.
Percentage of spousal birth leave utilization: 100%
  • Female line-manager percentage: 28.3% *4
  • Employees with disabilities percentage: 2.24% *5
  • Percentage of spousal birth leave utilization: 100% *4

★★★
  • Increase the handling of home loans for the elderly in response to the social challenge of an aging population.

[Goal]
Provide 2 billion yen in loans
  • Housing loans provided to the elderly: 198 million yen

★★
  • *4Resona Bank, Saitama Resona Bank
  • *5As of March 1, 2019; includes Group companies.

Promotion of Work-Life Balance

FY2018 Goal FY2018 Result Assess
ment

Implement productivity improvements and awareness reform initiatives to further enhance work-life balance.

[Goal]
Average paid vacation days utilized: 13 days
  • Average paid vacation days utilized: 13.9 days
    * Resona Bank, Saitama Resona Bank

★★★

Employee Talent Development

FY2018 Goal FY2018 Result Assess
ment
  • Expand the various programs which support the career development of employees.
  • Leverage the home learning system (Resona My Study) and self-development training (Resona Business School) to support various ways of working and the independent development of abilities.

[Goal]
Over 5,000 participants in the Resona Business School
  • Number of participants in Resona Business School: 5,811 *6

★★★
  • *6Resona Bank, Saitama Resona Bank

Human Rights

Human Rights Awareness and Respect for Human Rights

FY2018 Goal FY2018 Result Assess
ment

Further enhance human rights training.

  • Thoroughly disseminate the group human rights policy
  • Share effective training and educational materials from within branches (the human rights of persons with disabilities, etc.)
  • Enhance harassment prevention training
  • Review the per-segment educational materials (new employee training, etc.)
  • Enhance educational materials provided over the Internet
  • Carry out training for recruitment personnel

[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, sexual harassment & power harassment e-Learning)
  • Thoroughly disseminated the group human rights policy
    Introduced the group human rights policy using video news and thoroughly disseminated the policy through human rights awareness promoters in each department and branch.
  • Shared effective training and educational materials from within branches (human rights of persons with disabilities, etc.)
    Compiled training and educational materials from within branches on developmental disabilities and held training at all departments and branches.
  • Enhanced harassment prevention training
    Held e-learning and increased readings of sexual harassment prevention "don'ts".
  • Reviewed per-segment educational materials (for new employee training, etc.)
    Held training on Japan's buraku issue (discrimination based on family origin) for new employees.
  • Enhanced educational materials provided over the internet
    Published training and educational materials from within branches along with the Human Rights Newsletter created by the Japanese Bankers Association over the internet.

★★☆

Normalization Efforts

FY2018 Goal FY2018 Result Assess
ment
  • Strive to improve services to allow all customers to use them with ease. (Improve branch facilities, etc.)
  • Promoted barrier free designs (accessibility) as a standard at the time of establishing new branches.
  • Introduced kids' spaces (at certain branches and 16 "Seven Days Plazas").

★★☆

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