Index
CEO’s Letter 4
Highlights 6
Our Approach 11
A decade of sustainability 12
Our priorities 14
Valuing Our Colleagues 21
Performance management 22
Learning and development 23
Diversity and inclusion 25
Employee engagement in our Group strategy 28
Serving Individuals and Families 31
Proximity 32
Simplicity and transparency 35
Service quality 38
Supporting Companies 41
Proximity 42
Simplicity and transparency 46
Service quality 47
Informing Investors 53
Clear approach to markets 54
Fostering Communities 57
Financial inclusion 59
Social welfare 63
Cultural development 67
Preserving Natural Resources 71
Environmental impact minimization 72
Sustainable procurement 76
Environmental performance indicators 78
GRI and UN Global Compact indexes 80
Report of the External Auditors 84
UniCredit · 2012 Sustainability Report 3