In compliance with the regulations in force and with the most important national standards, Intesa Sanpaolo adopted an Occupational Health and Safety Management System, identifying within its organizational structure, responsibilities, procedures, processes and resources for implementing the corporate policy on the protection of employees. The risks to the health and safety of employees are evaluated according to a multidisciplinary approach, considering the combined effect of the environment, processes and equipment with the subjective conditions of workers.
The constant workplace monitoring, the reporting of risks, accidents and incidents and the annual program for risk mitigation allowed the Risk Assessment Document to be kept up to date and available to all employees.
The management process for risks at Group offices, which was implemented in close cooperation with the relevant company functions, allowed to achieve a reduction in greater risk factors by approximately 20% during 2015 and by 40% compared to 2014.
In relation to the new branch concept, the Prevention and Protection Service has evaluated all the impacts of the adopted solutions in terms of employee health and safety. In particular, the issues connected with environmental factors related to microclimate, lighting and noise as well as to ergonomics of new workstations were assessed.
The assessment process, which had begun in the concept phase of the project, continued with the field evaluation of the pilot branches in Milan, Rome and Turin, using highly specialized personnel. The evaluation of ergonomics led, on the one hand, to the verification of compliance with regulatory requirements, and on the other to the submission, to the employees of the pilot branches, of a questionnaire on the in-depth perception of the ergonomics of workstations. Compliance with the microclimate requirements was also assessed through environmental monitoring at the pilot branches.
This approach made it possible to translate the evidence emerged into concrete proposals for improvement, which in turn have been shared with the working group and in particular with the department in charge of property planning. The identified solutions have been adopted in the new concept branches under construction. This field assessment will continue in the first half of 2016 in the branches included in the first Implementation plan, focusing both on the ergonomic and microclimate aspects, sharing evidence and solutions with the work group.
An activity to adapt reception workstations which do not meet the improvement requirements and assessed from the point of view of ergonomics has been launched; this allowed to identify about 500 workstations, installed before 2014, that need to be upgraded. At the end of 2015 about 80% of work stations had been upgraded.
As part of the "support after robbery” programme, 58 specialized interventions by qualified physicians and psychologists of the University of Milan were carried out. The support actions consisted in a first “counselling” meeting with the application of the "debriefing" techniques for the management of potential trauma suffered by employees, and a second “follow-up” meeting to verify the return to the pre-event emotional and psychological condition. In order to identify and pay special attention to individuals involved in more robberies, a database has been created since the beginning of 2015, continuously updated after each robbery event, which will keep the information on the staff involved in robberies also in the event of transfer to other branches. This detailed analysis, not only on the branches struck by criminal events, but also on the employees affected by these events, enables the Bank to schedule customised support actions paying closer attention to situations that could more easily lead to the manifestation of post-traumatic stress disorder. For very severe cases, because of injury or severe involvement by employees, specialist psychologists of the University of Milan are called in immediately to provide an even more structured support program. In all cases, the local qualified physician is available to employees who request their intervention for medical examinations to verify the suitability to work of colleagues following the traumatic event.
Assessment of work-related stress risk
The assessment of the work-related stress risk was updated. In particular, a new assessment on homogeneous groups (directors, managers, customer service assistants) of branches adopting extended working hours was carried out. The “Preliminary” assessment carried out using the INAIL method allowed a classification of the “risk level” in the “Low-risk" range.
The assessment was supplemented by a second phase (the so-called “In-Depth” assessment) which collects data on the perception of employees also through psychological/social techniques. The method used by the Department of clinical sciences and community health of the University of Milan provided for a project structure in which the survey itself was preceded by a series of meetings between specialists of the Occupational Health Clinic, the Employer, the Head of the Prevention and Protection Service and the employees of the Prevention and Protection Service, the Qualified Physician Coordinators and the Workers’ Representatives in charge of safety. The meetings were intended to illustrate and agree on the methods for approaching the issue, as well as the purpose and methodology of the survey. The field assessment was conducted by means of meetings with small groups of employees (up to 15 people), lasting about 3 hours each and structured in three phases: 1) training / information: this part included a classroom session during which the meaning of work-related stress, its health consequences, the project objectives and the recognition method were explained. A final space for any clarification at the request of the participants was allocated; 2) submission of the standardized questionnaire: this part included the completion of the questionnaire in the presence of a researcher to clarify any doubts related to questions; 3) focus group: at the end of the questionnaire, the organisational gaps were analysed in details in a focus group.
The general conclusions of the In-Depth Assessment, while highlighting some critical areas emerging from the assessment, report that “In relation to the risk factors examined, no significant differences in the geographical macro-area were identified. With regard to gender, women experience a greater effort and higher levels of work-home interference, without reaching critical scores. No risk factor is ultimately related to the age of individuals. With regard to the mental and physical health outcomes potentially associated with stressful work conditions, no issues were identified, except a moderate presence of anxiety at work experienced by managers and customer service assistants, possibly linked to this phase of adaptation to the new banking model. In relation to the elements which have emerged, it is highlighted that the problems reported by survey participants appear related to the degree of comfort at work and job satisfaction, and not to their physical and mental health.”
An analysis of the results of the preliminary assessment and of the in-depth assessment was conducted with regard to the occurrence of the problems that emerged in the two phases, the degree of agreement and correlation shown, the consistency between the results and the level of discomfort associated with the issues raised by the two phases. This comparison indicates a high level of overlap between the qualitative results of the two phases.
Regarding the overall evaluation concerning work-related stress situations at the Intesa Sanpaolo Group and in order to identify any mitigation measures, the results of the epidemiological report of the last three years, which considered the general health of more than ten thousand employees (in 2015 only, competent physicians have performed more than 4,150 health inspections and in 99.8% of cases these inspections were closed with a judgement of suitability to carry out the specific task) were also taken into account, as well as the 2014 climate survey.
To mitigate the stress-related risk arising from the critical areas that have emerged following the various assessment activities (Preliminary and In-Depth), specific measures were also identified, which were summarized in the Risk Assessment Document by context area and by work content area. In this context, reference has been made to the agreements signed in October 2015 by Intesa Sanpaolo and the Trade Unions, including, in particular, the following, which contain important measures aimed at ensuring the wellbeing of employees: "Roles, professionals and professional development paths", which defines, for the colleagues of the Banca dei Territori Division, the new system of roles and related indemnities as part of the service model launched in January 2015; "Commercial policies and company climate", which, in line with the Code of Ethics and the Code of Conduct, defines positive actions and measures to promote the smooth and effective implementation of trade policies and coordination of persons; "Regulations aimed at work-life balance”, which introduces a complex system of measures to support the wellbeing of employees and their families, with the identification of innovative work-life balance solutions, such as the "Time Bank" and the voluntary suspension from work (see chapter "Quality of life at the Company" @).
With regard to the protection of employees and customers by taking action to prevent branch robberies and to manage employees in emergency situations, personal protection continued to be the key principle behind all initiatives undertaken to protect branches from the risk of robbery. A number of activities were carried out for the systematic prevention of risks and the mitigation of existing and potential vulnerabilities, as well as activities for upgrading and innovating the technological security measures supported by the creation of information tools and the development of a culture of integrated security together with the publication of operating procedures.
Innovative solutions to support new branch models (extended opening hours and new layout) have been specifically designed.
An in-depth analysis was completed on the risks of branch robberies, supported by a new model for calculating and assessing the effectiveness of security measures: the risk situations of specific branches were analysed enabling improvements in the security systems, in the assessment of the level of protection at high risk sites and completing the plan for the centralisation and adjustment of alarm systems.
Notwithstanding the continued reduction in the number of robberies, confirmed by the decline registered in 2016 too, there has been a more limited reduction in "professional" robberies carried out by criminal groups more willing to take risks.
Number of robberies
To counter this type of robberies, specific action plans have been launched aimed at modernising the branch protection systems, with specific attention to branches that guard vaults and safety-deposit boxes.
The development of a safety culture has been reflected both by setting up a security expert network and by renovating and enriching the contents of classroom safety courses with experimental methods. Moreover, in collaboration with the Online Bank, solutions aimed at enriching the relationship with customers with security content were also developed.
Again in 2015, the Data Warehouse of physical security, an agile information system based on reliable and certified data, was developed and the "Physical Safety Rules” were published, defining the processes and behaviours to operate safely in order to better respond to new criminal trends while simplifying consulting procedures.
The maintenance and strengthening of supervision, business continuity solutions and of crisis management mechanisms enabled the Bank to profitably ensure service continuity and the safeguarding and protection of employees and customers during particular environmental and social crises during 2015 as well.