VISION BANCO 2013 SUSTAINABILITY REPORT

Transcripción

1
The joy of being VISIONARIES
VISION
BANCO
2013
SUSTAINABILITY
REPORT
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
www.diazyasociados.com
[email protected]
[email protected]
Asunción-Paraguay
2
VISION
BANCO
The joy of thriving together
It is with a lot of satisfaction that we present our eighth Sustainability Report, a document that
is made known to the public, in a voluntary manner, to report on our economic-financial,
environmental and social performance.
Despite the fact that we have been issuing Reports from the Board of Directors since 1992, for
the last 8 years we have been reporting as per the rigorous parameters of the Global Reporting
Initiative (GRI), the world’s most recognized sustainability guide.
The content is focused on our value-creation strategy with the different stakeholders, impacts,
risks and opportunities of material aspects.
We hope that you find in these pages, the relevant information for your expectation and
interests in regard to our corporate strategy.
The publication of the Report is an instrument that fosters transparency, accountability and
facilitates continued improvement of sustainable management.
We invite you to read it, share it and to dialogue with us about its content!
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
3
The joy of feeling
About this Report
The happiness of being visionaries
10
12
Corporate Governance
24
Sustainable Vision
34
Corporate Communication
48
Collaborators
54
Customers
66
Suppliers
96
Community
104
Government and Society
Environment
Economic Performance
120
128
140
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
4
Visión Banco’s Joy!
The approach of this Sustainability Report is joy, understood as a spark
and the inner happiness illuminating everything we do. Conceived as
the enthusiasm of the collective action that is reflected in our faces and
revealed every day in our language, in our decisions and work.
That smile enriches those who receive without impoverishing the giver,
joy despite the circumstances; freshness, warmth and friendly service
of our people.
Joy is the one coloring the pages, pictures and stories of the Report, in
order to convey the sweet and lively sense of the great family of Visión
Banco.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
5
We share the joy of being visionaries
the joy of innovating
the joy of leadership
the joy of working with values
the joy of conveying
the joy of working together
the joy of success together
the joy of affinity
the joy of serving and connecting
the joy of cooperating
the joy of being sustainable
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
6
A Bank that grows with the country
Luis Alberto Maldonado Renault, President
Dear shareholders, clients and the general public,
We have ended 2013 growing the same as the economy of our country, 13.6%, a figure that
represents the fourth highest in the world and the second highest in the past five years,
according to the forecasts of the International Monetary Fund (IMF).
This is due to the production in Paraguay of goods with a high worldwide demand in a massive
scale which report good dividends, in addition to the high level of income in the agricultural
sector after an increase of grain exports that has recovered compared to 2012. On the other
hand, there has been an increase in beef exports, which has allowed to capitalize the entry to
new markets and to recover markets lost during a now overcome outbreak of foot-and-mouth
disease, which affected exports.
Notwithstanding the aforementioned, this growth happened within a framework of volatility,
which is a synonym of uncertainty and caused several economic players to be conservative in
their decision-making. This explains the drop in consumption during the second semester of the
previous year.
Intending to sustain the growth of Visión Banco and the country for many more years, we
worked hard in strategic planning and reviewing of our objectives in 2013, ending up with a
new Mission and Vision, which reflect the strong commitment with the goal of making an
ethical, inclusive and sustainable bank.
We seek to be close to people, to provide them opportunities and a friendly attention. We seek
to be an instrument of formalization, of development reducing poverty. We work every day to
be a bank that always respects the rights of its clients and protects them.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
7
Responsible bancarization with financial education, support to entrepreneurs, inclusive access
to products and services, 24-hour availability through several channels, the biggest number of
Customer Service Centers and Non-Banking Correspondents throughout the country, the
funding of sustainable projects, being the biggest employer in the financial system, having
several programs with social impact as a sign to get closer to communities are some of the
impacts throughout our history and of the joy to grow.
This Report seeks to account for the results and to present our main economic and financial
indicators, but it also intends to report on our social and environmental responsibility. We sum
it up as follows: every day, we choose the path that we are going to go through as a bank and
how we are going to do it. And we want to do it in the most responsible way possible.
In that way, we have committed to increase the level of excellence in what we do. Because
there are no doubts that the responsibility of the organization goes beyond merely complying
with the law, and that we can add value to everyone in the general public who relates to us.
We began to operate in 1992 as a financial company, with merely 7 collaborators. Since then,
we have become a synonym of creativity and innovation in the market, consolidating our
national leadership in microfinances with 21 years of solid institutional existence. This growth
will continue. That is why the task we have in front of us today is to prepare ourselves and to
prepare our people, so that in these years of good perspectives, we can take advantage of the
prosperity for Paraguay and our bank.
We will continue committed to the vision of leading the way towards an ethical, inclusive and
sustainable bank. We believe there is no point of return. This is our challenge. Visión Banco
will continue with the firm commitment to support entrepreneurs, workers, businessmen,
society and Paraguay.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
8
About this Report
General Aspects
The 2013 Sustainability Report is the report of our economic, social, environmental and
cultural performance in the period that goes from January 1st to December 31st, 2013. This
report has been developed taking into consideration the GRI methodology (Global Reporting
Initiative) since 2006, and it is the 8th consecutive edition of the document, incorporating also
the financial supplement published by the GRI (Global Reporting Initiative). Since 1992 annual
Reports are issued by the Board of Directors.
This methodology allows us a deep review of our sustainability management to identify our key
impacts and to plan how they will be minimized, eliminated or mitigated. The information
included herein is reviewed by different areas involved with the participation of senior
management. It helps us identify significant steps to integrate sustainable development into our
business.
The information of the report is based on

The strategic guidelines of Visión Banco S.A.E.C.A.

The commitments to the company’s Sustainability and Social Responsibility principles.

The GRI Guide (Global Reporting Initiative).

The Principles of the United Nations Global Compact.

The Millennium Development Goals.

Interviews and surveys with collaborators, customers and suppliers.

Sustainability Reports published in previous years.
Method of Preparation of this issue
The Communication Committee defined the main aspects of the Report and the Managements
from the different areas participated in the preparation of management results for 2013 and the
definition of the challenges for the coming year. The data gathered herein was analyzed and
compiled by an editing team which was especially set up for that purpose and subsequently
validated by the Communication Committee.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
9
Definition of the topics
The definition of the relevance of the topics to be presented was made by taking into account
the following aspects:

The company’s internal policies and the commitments made to the different
stakeholders, including the environment and future generations.

Relevant aspects in terms of economic, social and environmental management during
the report’s period.

Improvement actions implemented based on the expectations found on surveys and
other evaluations and information.

Interview with the team of managers, in order to determine the most critical aspects in
connection with the success of the business.

The Principles of the Global Compact, taking into account the relevance of this
agreement for sustainable development.

The Bank’s commitment to transparency and accountability.

The Bank’s commitment to customer protection and financial education.

Regulations related to Human Rights and Labor Rights in general.
Scope of the information
The information contained in this Report encompasses data from the economic management,
corporate governance, human rights, ethical and transparent management, relationship with and
the commitment to the customers and collaborators, responsible procurement, environmental
management, the relationships with the guilds, civil society organizations (OSCs by its initials
in Spanish) and government as well as the commitment to the community.
It contains information about the management of 93 Customer Services Centers and Points,
including the Main Office, distributed in different departments, in the year 2013. The financial
information presents historical data of previous years to facilitate the reading and understanding
of the company’s evolution, in compliance with the principle of comparability.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
10
Validation of the information
The validation of the information contained in this Report, has been made based on the
recommendations set forth in the Global Reporting Initiative (GRI) methodology. The
information about economic performance also follows international standards established for
the financial sector, as well as regulatory provisions of the Central Bank and the
Superintendency of Banks.
The Editing Team and the Communication Committee have validated the information in this
Report. All the quantitative and qualitative information is supported by the relevant
documentation, which is in the company’s possession.
Rules and Standards used
Optional
C+
B
B+
☑
A
A+
External
Verification of the
Report
Mandatory
Selfdeclared
External
Verification
(Third
parties)
GRI
Verification
C
External
Verification of the
Report
In accordance with the
2002 Version
External
Verification of the
Report
This edition was developed based on the international standard GRI3 on B level under our selfrating method.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
11
In 1992, we opened our doors to the public as VISION S.A. DE FINANZAS Emisora de
Capital Abierto. Our Bylaws were approved and our Legal Status recognized by Executive
Decree No. 14,779 of September 7th, 1992. In 2008, we became Visión Banco S.A.E.C.A.,
evolving from a Credit Institution to a Banking Institution.
THE JOY OF BEING VISIONARIES
We are
Vision
a Microfinance-oriented banking institution. A bank of people; a bank that has a
human face. The bank of Opportunities.
To be the leading Bank in ethical, sustainable and inclusive banking, with greater
presence in homes, organizations and communities.
We are an inclusive Bank, committed to contributing in a positive manner to
Economic Development, the generation of job opportunities, employment and
Mission
wealth towards poverty relief by offering sustainable solutions designed to
provide proper responses to the majority of people, entrepreneurs, families,
enterprises, organizations and communities in each market and region of the
country.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
12
Humanity
Respect for people’s dignity and rights; respect for equality and its diversity.
Respect
We have a prudent, tolerant and open-minded attitude, which helps us grow with self-criticism
and the awareness of our virtues and weaknesses.
Trust
We develop relationships by considering both personal and professional aspects, providing
support and security to all of the people that we work with.
Commitment
We build a management that is based on continued progress, boosting interaction, effort and
contribution from all of our people towards accomplishing results.
Integrity
We assume an honest, rational, transparent, coherent, austere and responsible behavior in our
daily management.
The joy of the values of our people
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
13
Work philosophy
Based on our human capital, the business processes and the best technology available, we
create a responsible work environment that allows us to provide an efficient, agile and friendly
service to all of our customers, suppliers and other interest groups. In order to generate high
profitability, mutual benefit and long-term relationships, the nerve center of the strategy is “to
know the customer”. Based on this dynamic knowledge, our organization exists and evolves.
Strategic pillars
Sustainability
Maintaining and increasing the value of the organization in the long-term; creating economic,
social, environmental and cultural value for all interest groups.
Growth
Increasing the current size of business volumes in order to reach an economy of scale.
Profitability
Increasing the efficiency and efficacy, within a win-win philosophy with interest groups.
Our Customer service vision
We consider our customers as the driving force of our company. Thus, we are committed to
visiting, listening, paying attention, knowing and satisfying our customers, one by one.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
14
2014 Challenges
An increase in assets by 20%
Incorporation of 100,000 new customers
Consolidation of inclusion and financial education programs
Implementation of a new business model
Key improvements in terms of processes aimed at increasing efficiency
Consolidation of implementation and control mechanisms focused on the strategy
Strengthening of the Corporate University
Certification for the Smart Campaign customer protection principles
Development and implementation of the environmental and social risks management system
(SARAS by its initials in Spanish)
The joy of new horizons.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
15
2013 Milestones

Increase in Assets by 21.30%

Increase in Stockholders’ Equity by 2.79%

Consolidation of the new social inclusion products

Successful implementation of Non-Banking Correspondents (CNBs by its initials in
Spanish)

Improvements in terms of measurement, management and control of the risks relating to
the industry.

Advances in terms of inclusion and financial education

Successful sponsorship of ADEC’s International Congress on Social Responsibility.

Strengthening of the abilities to protect customers and of the Office in charge of
Defending Financial Customers

Second Certified Measurement of the carbon footprint and compensation plans

Empowerment of managerial leaderships in regard to corporate governance.

Special Support to the national implementation of the Social Progress Index
The joy of shining
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
16
Ratings and Certifications
Visión has been rated for Solvency on a local
scale by Feller Rate of Chile since 2006. Feller-Rate
Solvency: Apy RISK CLASSIFIER
Outlook: Stable Strategic Affiliate of Standard & Poor’s
Date: February 2014
Visión has a Long-Term Rating on a Global
Scale provided by Standard & Poor’s since
2003.
BB-/Stable/-Date: August 2013
Our rating is A-, which is equivalent to “Good
systems of social performance management
and customer protection. The social mission
will probably be achieved”.
Comprehensive Social Rating: ADate: November 2012
Follow-up Audit - ISO 9001:2008 ISO 9001:2008 Certification
Certification. Design, development,
commercialization and post-sale of financial
products.
Date: May, 2013
External Independent Audit.
Sharing of Information
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
17
2013 Organizational Structure
GENERAL MEETING
Audit Commission
Board of Directors
Direction Committee
Executive Presidency
General Management
Information and
Communications
Technology
Management
Commercialization
Channels
Management
Strategic Business
Unit Management
Operations
Management
Staff
General Secretariat
Compliance
Corporate Development
Credit Risk Analysis Unit
Information and
Communication
Technology Security
Fiduciary Business
Committees
Finance Management
Administration
Management
Quality and CSR
Management
Staff
Human Resources
Internal Control Unit
Risk Unit
Information and
Communications
Technology Audit
Approved by the Board of Directors Minutes No. 018/2012, dated November 26th 2012
Approval date: November 2012
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
18
Main Figures
410,747 Customers
2,085 Collaborators
80 Customer Service Centers
13 Customer Service Points
109 ATM Machines
28 Self-Service Terminals
284 Non-banking Correspondents
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
19
Our presence in the country
80 Customer Service Centers
13 Customer Service Points
284 Non-banking Correspondents
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
20
Our Products and Services
Visión Life
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
Personal Loans in Guaraníes (Paraguayan Currency)
a. “Préstamos al toque” (Instantaneous loans)
b. “Préstamo Borrón y Cuenta Nueva” (Start again with a clean sheet loans)
Personal Loans in Dollars
Loans in Guaraníes through Association of Employees
Loans in Dollars through Association of Employees
Real Estate/ Housing Loans
i. My first house, in Guaraníes
1. Construction.
2. House purchase
ii. My house, in Dollars and Guaraníes
1. House construction, enlargement or repair
iii. Loans for social housing, in Guaraníes
Loans intended for the purchase of vehicles, in Guaraníes and Dollars
a. New vehicles
b. Used vehicles
Loans aimed at Training and Specialization, in Guaraníes and Dollars
a. Courses, seminars, congresses, and expositions.
b. Specialization and postgraduate courses.
“Credicard” Credit Card
“BancardCheck” Credit Card
“Visa” Credit Card
a. Visa Gold
b. Visa Classic
c. Visa Woman
d. Visa Signature
“Mastercard” Credit Card
a. Mastercard Gold
b. Mastercard Classic
Affinity Card
“Visa” Debit Card
Demand Savings Account in Guaraníes
a. Easy Savings
b. Visión Little Savings
c. Woman Account
Demand Savings Account in Dollars
Checking Account in Guaraníes and Dollars
a. Woman Account
Savings Time Deposit Certificate in Guaraníes, Dollars and Euro.
Remittances
a. National transfers
b. International transfers
“Visión Giros” “Visa” Debit Card
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
21
20.
21.
22.
23.
24.
25.
26.
27.
28.
29.
30.
31.
Collection of both Public and Private Services
Payment of pensions to Pensioners, Retired Workers and Leaves. IPS (Social
Security Institute)
Salary Payment
Collection of Taxes
Collection of municipal taxes, fees and licenses from the Municipality of Asunción.
Transfer of Funds
a. Foreign Wire Transfers
i. Sent
ii. Received
b. Local Wire Transfers
i. Sent
ii. Received
Submission of Tax Returns
Collection of Tax Returns
ATM machines
Self-service Terminals
Foreign Exchange
Security Boxes Rental
Visión Entrepreneur
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
Loans to SMEs in Guaraníes and Dollars
Loans to micro-enterprises in Guaraníes
Stockbreeding Loans in Guaraníes and Dollars
Agricultural Loans in Guaraníes and Dollars
Investment Projects Loans in Guaraníes and Dollars
Real Estate Loans/ Housing
i. My first house, in Guaraníes
1.Construction.
2. House purchase
ii. My house, in Dollars and Guaraníes
1. House construction, enlargement or repair
iii. Loans for social housing, in Guaraníes
Discount of Checks in Guaraníes and Dollars
“Emprendedor (Entrepreneur)” Card in Guaraníes
a. “Visa” Entrepreneur Card
b. “Credicard” Entrepreneur Card
“Visa Agro” Credit Card in Guaraníes
a. “Visa Agro” Credit Card
b. “Visa Agro” Entrepreneurial Gold Credit Card
Wholesale Credit Card in Guaraníes
Checking Account (Combined) in Guaraníes and Dollars
Demand Savings Account (Combined) in Guaraníes and Dollars
Savings Deposit Certificate in Guaraníes and Dollars
Foreign Exchange
Foreign Trade Services:
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
22
16.
17.
18.
19.
20.
21.
22.
23.
24.
25.
26.
27.
28.
29.
30.
31.
32.
33.
a. Transfer of funds:
i. Foreign wire transfers
ii. Local wire transfers
b. Documentary credits: Confirmed and unconfirmed letters of credit:
i. Import letters of credit
ii. Export letter of credit
iii. Stand-by letter of credit
c. Simple Collections: Documentary
i. Import Collection
ii. Export Collection
d. Financing for International Trade Operations
i. Imports
ii. Exports:
1-Pre-shipment
2-Post-shipment
e. Management’s check in Foreign Currency.
Non-domestic Banking
Fiduciary Businesses
a. Guarantee
b. Management
c. Real Estate Development
Collection of Taxes
Payment to Suppliers
Collection of both Public and Private Services
Collection of Labor Contribution / IPS (Social Security Institute)
Collection of Household Insurance / IPS (Social Security Institute)
Collection of Customs Taxes - “Sofía” System of the General Direction of Customs.
Collection of Taxes, Certificate of Cattle Transport and Transfer
Sale of wholesale minutes to Mobile Phone Agents
ATM machines
Self-service Terminals
Security Boxes Rental
Portfolio Purchase
Web loans
Collection of Court Fees
Adding of minutes for commercialization of “Tigo”[Cell Phone and Internet
Provider] points of sale (mobile and web)
Collection of Exportation Fees / MIC (Ministry of Industry and Commerce)
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
23
Visión Online
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
Allows customers to check loans’ current balance information and account
statement
Allows customers to check current balance information of Checking Accounts,
Savings Accounts and Credit Cards
Allows customers to check bank statements from the last 12 months corresponding to
the Checking Accounts, Savings Accounts and Credit Cards
Transfers between accounts: own and belonging to third parties.
Collection of Credit Card
Collection of Loans
Collection of Taxes
Collection of Court Fees
“Tigo Money” collection and purchase of electronic credit
Collection of Labor Contribution / IPS (Social Security Institute)
Collection of Customs Taxes - “Sofía” System of the General Direction of Customs
Sale of wholesale minutes to Mobile Phone Agents
Sale of retail minutes to Mobile Phone Selling Points
Collection of Exportation Fees / MIC (Ministry of Industry and Commerce)
Visión Mobile
1.
2.
3.
4.
5.
6.
E-wallet
Collection of loans and credit cards.
“Tigo Money” collection and purchase of electronic credit
Allows customers to check their balances
Collection of Public Services (ANDE [Power], COPACO [Telephone], ESSAP
[Water])
Purchase of minutes and collection of invoices of “Tigo”
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
24
CORPORATE GOVERNANCE
The joy of leadership
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
25
Board of Directors
The Corporate Governance of Visión Banco S.A.E.C.A. President
Luis Alberto Maldonado Renault
is managed thought a Board of Directors. The same is
Vice-President
composed of 5 (five) to 11 (eleven) Regular Members. Julio César Jacquet Diarte
The Regular Members, the President, the Vice- Regular Directors
President as well as the Regular and Alternate Trustees Beltrán Macchi Salín
are appointed by the Meeting.
The number of members within the authorized
Luis Sosa Ocampo
Livio A. Elizeche Velázquez
Humberto Camperchioli Galeano
Alexis Frutos Ruiz
Leonardo Alfonzo Segovia
Regular Trustee
minimum and maximum is determined by the Regular César Pappalardo
Meeting by a simple majority of votes. Members of the
Board of Directors hold office for a period of two years
Alternate Trustee
Oscar Milciades Urbieta Acosta
and may be reelected. The term of office is deemed to Independent Auditors
be extended until their substitutes are appointed by the
PricewaterhouseCoopers
Credit Rating on a local scale
Meeting in accordance with the terms of these Articles Feller Rate – Chile
of Association and the relevant provisions of the Civil
Code.
To be elected as such, they have to run for the relevant
Credit Rating on a global scale
Standard & Poor’s
Social Rating
Microfinanza Rating
ISO 9001:2008 Certification
positions and full lists shall be voted with the express TÜV Rheinland Group
indication of the positions of President, Vice-President
and Directors. The General Regular Meeting may
determine at each election of Directors, if they shall
furnish a performance bond for the term they remain in
office, and if any, the nature and amount of such bond.
Directors are entitled to a remuneration that is set by the
General Meeting.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
26
[Picture: Carlos Ávalos, General Manager]
Management Model
Our management model is based on participation and dialogue, teamwork, transfer of
knowledge and an open-doors leadership. In this participative management model, all members
of the organization have the opportunity to express their opinions and to have them considered
for business planning and decision-making.
The main goal of the Board is to ensure maximization of the value of the company, creating
shared value for shareholders, collaborators, clients, providers, unions, the Government and
society in general.
The executive staff has the main goals of ensuring compliance with the strategic plan,
consolidating the leadership of the company in the microfinances sector and maintaining a
management model based on a triple line of economic/financial, social/cultural and
environmental results.
The Board and the executive staff are strictly governed by the legislation in force, the policies
set out and the Code of Ethical Conduct of the Bank, which help to avoid conflicts of interest.
Suggestions of collaborators are received through their direct supervisors and other consulting
channels implemented every year.
The condition of publicly held corporation allows the participation in the contribution of capital
of international financial organizations, local companies and individuals who have the rights to
be heard and vote in a meeting that is characterized by its democratic spirit.
Institutional development
2013 was a year of consolidation of the organizational structure comprised of an Executive
Committee and a General Management. This structure has contributed to reducing executive
responsibilities for the Board and to providing more autonomy for the Executive Staff.
The Bank bets on the participation and development of collaborators and the strengthening of
relationships with its groups of interest as a basis for institutional development, creating
sustainable value for all groups.
The culture of sustainability of the Bank is divulged to the entire organization through the
promotion of the social and environmental policy and carrying out training workshops for
collaborators in the subject.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
27
[Picture: Area of the General Secretariat]
Our Shareholders
We allow the participation of shareholders in strategic decisions of the Bank, in the definition
of organizational objectives, and we promote the commitment to our mission and the triple line
of economic, social and environmental results. The accountability and transparency of our
management is the main mechanism to foster trusting relationships with shareholders.
Shareholders
Microfinance Investments Paraguay LLC
Oikocredit Ecumenical Development Coop Society U.A.
Percentage of participation
4.67%
12.40%
Microvest II-A, L.P.
8.68%
Andean Development Corporation
0.75%
DWM Spain S.L.
9.16%
Microvest + Plus
2.85%
Local Shareholders
Local Shareholders
61.50%
Percentage of participation
Founding Shareholders
41.11%
Other Local Shareholders
20.39%
Planning and organization
Our strategic planning has projections for the year 2017, and the following Mega-Objectives
remain:

By 2017, Visión Banco shall have reached 1,000,000 clients; its productive assets shall
be > 90%; the size of its portfolio shall have tripled; it shall have a ROA of > 2.50%, a
balance of allowances on the portfolio of > 4% or a coverage to 30 days of > 150% and
a country-level rating of AA or higher.

It shall lead in Ethical and Sustainable Banking and shall have a social rating of at least
AA.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
28
2013-2017 Strategic Objectives
1. Increasing and strengthening the experience of buying with valued proposals for the target
segment, designed based on a solid process of market intelligence.
2. Widening coverage, preferring the use of massive, light and virtual formats of distribution.
3. Managing all services, processes and activities based on principles of total quality.
4. Incorporating a solid platform of massive service that allows an efficient management of the
bank.
5. Sustaining the profitable growth without compromising strategic autonomy.
6. Identifying costs of activities and processes to manage profitability in all levels.
7. Measuring, managing and controlling risks attached to the bank based on policies of the
organization.
8. Making all collaborators understand and implement the bank’s strategy successfully.
9. Being the highest-rated bank in client experience, in any place, area and channel.
10. Consolidating the image of the brand based on inclusion, avoiding exclusion, promoting
transparency and the concept of ethical, inclusive and sustainable banking.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
29
Executive Staff
General Manager
Administration Manager
Strategic Businesses Unit Manager
General Secretariat Manager
Human Resources Manager
Manager of Operations
Information and Communications Technology Manager
Manager of the Corporate Development Unit
Quality and CSR Manager
Commercialization Channels Manager
Finance Manager
Risk Manager
SMEs and Corporate Banking Manager
Service Manager
Trust Funds Manager
E-Banking and Credit Card Manager
Region I Supervisor
Region II Supervisor
Region III Supervisor
Region IV Supervisor
Region V Supervisor
Region VI Supervisor
Region VII Supervisor
Internal Control Unit
Computing Auditor
Compliance Officer
Carlos Ávalos
Griselda Vallovera
Rubén Mendoza
Oscar Urbieta
Dora Ramírez de Colmán
Mario Meza
Raquel Recalde
Dionicio Ricardo
Darío Colmán
Sonia Kühner
Verónica Ayala Haedo
Geraldino Prieto
Aníbal Solís
Lidia Florentín
Luis Fracchia
Silvia Bracho
Emilia Rocholl
Gustavo San Martín
Carlos Cáceres
Victoriano Benítez
Ramiro Aseretto
Carlos Andreiuk
Luis Silguero
Ricardo Galeano
Sandra Zelada
César Maidana
Committees
Assets and Liabilities Committee
Risks Committee
Anti-Fraud Committee
Quality and CSR Committee
Internal Audit Committee
Compliance Committee
Direction and Planning of Information Technology Services Committee
Commercial Committee
Communication Committee
Planning Committee
Portfolio Quality Committee
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
30
Initiatives for ethics and transparency
We audit, review, rate and certify our management, pointing to a transparent performance. In
addition, we have a Code of Ethical Conduct that governs our actions.
Certifications of our management
We implement processes of audit, review, rating and certification in our management, both
internally through our own control structure and externally through local regulatory bodies,
external analysts and rating agencies.
Our social management is certified by Microfinanza Rating; we measure our carbon footprint
with natureOffice; we are successfully included in the benchmarks of Latin America and the
Caribbean of Microfinance Information Exchange, Inc. (Mix Market), we have a global-scale
credit rating by Standard and Poor’s and a local-scale rating by Feller Rate.
Implementation of an anonymous complaints channel
As of late 2013, we have opened a web form for complaints of non-compliance with the Code
of Ethics, with the option of anonymity (which is very important so that the collaborators feel
safe to report). This tool, which is easy to understand and secure, has several functions to
register statistics and answers. The structure and information was inspired by regional models,
plus a concrete contribution in terms of fraud from the Area of Operating Risks.
Through a well-established process, the Ethics Committee is in charge of following up and
carrying on with the investigations in the pertinent areas, for the resolution and closure of the
case.
Socialization of cases of application of the Code of Ethical Conduct
With the purpose of motivating the adherence of collaborators to the principles set out in the
Code of Ethical Conduct, a process of socialization of cases of application of values and ethical
criteria was implemented in day-to-day operations. Likewise, cases of non-compliance and
measures taken in each situation were divulged.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
31
Table of interinstitutional alliances with foundations and civil society organizations
Investment
Areas
1. Education
2. Leadership and
entrepreneurship
3.The
environment
4.Mitigation of
poverty
Organizations
Foundation
called
“Fundación
en Alianza”
Junior
Achievement
Foundation
called
“Moises
Bertoni”
Food Bank
Foundation
Foundation
called
“Dequeni”
Development
for
Democracy
GEAM for
the Project
“Procicla”
TECHO
Paraguay
Center for
Development
of Intelligence
Development
for
Democracy
Organization
called
“Juventud que
se Mueve”
(JQM by its
Spanish
initials)
Association of
Christian
Entrepreneurs
Association
called “Guyrá
Paraguay”
Paraguayan
Sustainable
Cities
Network
Habitat for
Humanity
Association of
Christian
Entrepreneurs
Together
for the
Education
Paraguay
Educa
National
Service of
Career
Promotion
(SNPP by its
initials in
Spanish)
Company
Incubator
from
National
University
of
Asunción
GEAM
for the
Project
“Jaikatu”
UNEP-FI
Natural
Capital
Declaration
(NCD)
Sustainable
WWF
Finance
Table
LEMAR
S.R.L.
for the
Project “
Sustainable
Housing”
5.Children and
Adolescents
Rights
6.Inclusion and
disability
7.Health
8.Ethics and
values
9.Promotion of
corporate social
responsibility
Foundation
called
“Corazones
por la
infancia”
Foundation
called
“Sarakí”
Paraguayan
Red Cross
Foundation
called
“Dequeni”
Global
Infancia
Foundation
called “
Solidaridad”
Foundation
called
“Telethon”
Ministry of
Public
Health and
Social
Welfare
Ethical and
Commercial
Pact
Association
of Christian
Global
Compact
Paraguay
Association
of Christian
Entrepreneurs
Entrepreneurs
Foundation
called
“Telethon”
Unicef
Paraguay
Foundation
called
“Dequeni”
National
Institute
of
Ablation
and
Transplant
Global
Alliance for
Banking on
Values
Ethical and
Commercial
Pact
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
32
The continuing effort to add VALUE to everything we do
Area of CSR
SUSTAINABLE VISION
The joy of balance work
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
33
[Picture: Darío Colmán, Manager of Quality and Corporate Social Responsibility]
Sustainability for Visión Banco
Our commitment to sustainability points out, first of all, to obtaining economic success in the
markets where we operate, as well as the adequate management of impact on targeted
customers and the environment, to make the value created by our operations sustainable.
We seek to make our actions generate an added value for everyone, acting on a basis of ethical
principles and values, and applying this work philosophy to the several people with whom we
operate every day.
We support the promotion of sustainable business management nationally, as we believe that
sustainable development can only be achieved with the joint efforts of every person in society.
Our impact on the development of the country
The Bank has the potential to contribute to the well-being of the community and several people
with whom it relates with through accessible financial products for people with low income,
responsible practices regarding the environment and the communities we operate with, and
programs of social investment.
We make corporate decisions considering the interests of shareholders, but we also consider the
positive impact we can create in the development of Paraguay, like the opportunity of financial
inclusion and job creation, combining the pursuit of profitability with the creation of economic,
social and environmental value, and strengthening our capacity of innovation and
differentiation.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
34
Global Alliance for Banking on Values
Together, the members of GABV touch the lives of 10 million people in 25 countries.
Global Alliance for Banking on Values
We have the privilege of being members of Global Alliance for Banking on Values (GABV),
an organization comprised by the main banks with sustainable practices in the world, which
operate in the continents of Asia, Africa, Australia, America and Europe. We are the only
representatives of Paraguay and one of the few in Latin America.
There are microfinance banks in emerging markets, credit cooperatives, community banks and
sustainable funding banks for social, environmental and cultural businesses among its
members.
These members comply with sustainable banking principles and have a common commitment
to find global solutions to international problems and to promote a positive, viable alternative
to the current financial system. Like these organizations, we believe in Visión Banco that there
has to be an improvement in the quality of life of everyone in the planet, acknowledging that
were interdependent economically and responsible for current and future generations.
Those of us who are members share the commitment to building a more sustainable future for
people excluded from the financial sector, the communities where we operate and the
environment.
Strategic allies to promote Corporate Social Responsibility
As strategic allies of the Association of Christian Entrepreneurs (ADEC, in Spanish), we are
aligned to foster reflection on needs and opportunities of a responsible corporate management
with impact. We support trainings of this organization to promote Corporate Social
Responsibility as a management model. In this way, we contribute to making talks on corporate
awareness, breakfasts for journalists, the projects “Empresas sin pobreza” [Companies without
poverty] and the International Congress of Corporate Social Responsibility that the
organization arranges every year. In 2013, we were hosts and speakers in the “Prosperity,
everyone’s commitment” panel.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
35
We support the prestigious ADEC Awards
We sponsor the ADEC Awards which is a significant accolade that has been recognizing the
work and excellence of the business sector in our country for more than 20 years. After a
process of 8 months that comprised the phase of calls, identification, collection of data,
qualification and finally, selection, the Association of Christian Entrepreneurs (ADEC) chose
the winners of the 2013 edition in the categories of Business of the Year 2013, Young
Entrepreneurs, Successful Small Company, Successful Medium Company, Non-Traditional
Exports, World-Class Efficiency and Innovative Endeavour.
Development and social progress with Michael Porter
“Towards an integral agenda of development with social progress and competitive growth” was
the subject Michael Porter shared in an experience devised for business leaders who seek to
increase the competitive level of their companies and to project the sustainable development of
Paraguay through business activities.
He is considered to be the father of the current business strategy and one of the most influential
business thinkers of the world. Porter offered two activities during his stay in Paraguay,
organized by Grupo Impulsor del Índice de Progreso Social [Group Promoting the Social
Progress Index]. The first one was a keynote lecture in the Central Bank of Paraguay; and the
other one was an exclusive lunch with the CEO’s of the main companies of the country. Our
main directors and managers participated in both events.
We were the main sponsors of both activities, with the purpose of contributing to positioning
our country internationally in this matter.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
36
THE GLOBAL COMPACT
WE SUPPORT THE GLOBAL
COMPACT
ADHERENCE TO THE GLOBAL COMPACT’S PRINCIPLES
A compact for the impact
A sustainable corporate model was included in the world’s agenda by the UN Global Compact,
an initiative of the United Nations, which achieved a large-scale collective partnership and an
alignment with universal objectives. We have been signatories of the Global Compact initiate
since 2006, and we are active members of the Promoting Group. We have conducted the
Communication on Progress (COP) for six years in a row.
The Global Compact-as a voluntary initiative- looks ahead and it aims at a new economy,
achieving a compact focused on creating a positive impact on companies and the environment.
The Global Compact’s Principles that we adhere to are:
Principle 1- Respect
Businesses should support and respect the protection of internationally proclaimed human rights.
Principle 2 - Make sure
Make sure that they are not complicit in human rights abuses.
Principle 3- Uphold
Businesses should uphold the freedom of association and the effective recognition of the right to collective
bargaining.
Principle 4- Eliminate
Businesses should support the elimination of all forms of forced and compulsory labor.
Principle 5– Abolition
Businesses should support the effective abolition of child labor.
Principle 6- Support
Businesses should support the elimination of discrimination in respect of employment and occupation.
Principle 7- Assume
Businesses should support a precautionary approach to environmental challenges.
Principle 8–Develop
Businesses should undertake initiatives to promote greater environmental responsibility.
Principle 9- Encourage
Businesses should encourage the development and diffusion of environmentally friendly technologies.
Principle 10– Work against
Businesses should work against corruption in all its forms, including extortion and bribery.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
37
The Millennium Development Goals
By adhering to the principles of the Global Compact, companies contribute to achieving a more
sustainable development as members of the private sector and in harmony with the
commitment of Governments to the achievement of the millennium goals, which are:
1. Eradicate extreme poverty & hunger
Eradicate extreme poverty & hunger
2. Universal Education
Achieve universal primary education
3. Gender Equality
Promote gender equality and empower women
4. Reduce child mortality
Reduce child mortality
5. Improve maternal health
Improve maternal health
6. Combat HIV/AIDS
Combat HIV/AIDS, MALARIA and other diseases
7. Environmental Sustainability
Ensure environmental sustainability
8. Develop a global partnership
Develop a global partnership for development
The joy of hugging
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
38
Relationships with Interest Groups
The relationship with our interest groups is focused on creating shared value, which means:
managing the Bank’s sustainable growth, while generating economic, social and environmental
value for the different publics we interact with.
Shareholders
We allow our shareholders to participate in the Bank’s strategic decisions, as well as in regard
to the definition of organizational objectives. We promote the commitment to our mission and
the triple line of results: economic, social and environmental.
Both accountability and
transparency of our management are the main driving forces to generate trustworthy
relationships with shareholders.
Collaborators
We want to achieve the full identification of our collaborators with the mission, vision, values
and objectives of the organization, building a reliable and harmonious environment that enables
development. We facilitate the creation of participatory forums, the promotion of personal and
professional development and the improvement of our collaborators’ quality of life.
Consumers and customers
We create shared value with our customers by managing business and customer risks in a
proper manner, promoting financial inclusion and product diversification. This is achieved
through customer protection programs, the creation of advisory and participatory forums and
by opening channels in a huge customer service network.
Suppliers
We foster a participatory intervention of all suppliers in the business processes. This is
achieved through the transparency and efficiency of procurement internal processes and the
promotion of suppliers’ responsible practices, the creation of participatory forums and the
prioritization of local suppliers, fostering the joint pursuit of mutual benefits.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
39
Community, Civil Society Organizations
We contribute to the generation of better living conditions in the communities where we
develop our mission, while being an active part thereof. This is achieved through our
partnership with civil society organizations which help strengthen social and environmental
issues which are critical to the country.
Government and Society
We are committed to promoting conditions favoring the country’s sustainable development,
both in the private and public sector. That is why we engage in initiatives that have an impact
on public policies, transparency and anti-corruption and the strengthening of sustainable
business management.
The guilds, the competitors and the corporate sector
We want to lead the guilds and also the corporate sector in general, participating in the
construction of a better business environment in the country, acting as multiplying agents and
example of good practices.
Environment and future generations
We are committed to taking care of the impact of our actions on the environment and even
educating on environmental responsibility to the wide range of publics we interact with, while
being aware of our responsibility for both present and future generations.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
40
Communication channels
Shareholders
Collaborators
Consumers and
Customers
General
Information
Channels
* Website
* Sustainability
Report
* Press Conferences
* Website
* Intranet
* Sustainability Report
* Electronic
newsletters
* Social Networks
Selective
Information
Channels
* Ordinary meeting of
shareholders
* Management reports
* Reports of the Board
of Directors
* Sustainability
Report
Participation
Channels
* Meetings with the
Board of Directors
* Shareholder Service
Secretariat
* Intranet
* E-mail
* School of Managers
* Meeting of
managers
*Meeting of Customer
Service Center
Managers
* Meeting of
Committees
* Performance
Assessment
* Contact System with
the Human Resources
Direction (telephone,
e-mail)
* Training sessions
* Daily and Monthly
informative meetings
* Evaluation of the
Work Environment
* Integration, sports
and cultural activities
*Corporate
Volunteering
*Social Events
*Training sessions
*Channels intended
for filing reports as per
the Code of Ethical
Behavior
*Website
* Social Networks
* Suggestions Box
* Sustainability Report
* Radio
* Local Newspapers
* Press Conferences
* Training sessions
* Electronic
newsletters
* Social Networks
* Information on
products and services
*Products User’s
Manual
* Customer Service
Center
* Contact Center
* Suggestions Box
*Complaint and Claim
Process
* Financial Customer
Defense Office
* Customers
Satisfaction Survey
* Focus group on new
products and services
* Training Sessions
*Channels intended
for filing reports as per
the Code of Ethical
Behavior
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
41
General
Information
Channels
Selective
Information
Channels
Participation
Channels
Suppliers
Community
and Civil
Society
Organizations
* Website
* Social
Networks
*Sustainability
Report
* Press
Conferences
* Electronic
Newsletters
* Information
through e-mail
* Website
*Website
* Social Networks * Sustainability Report
* Sustainability
* Press Conferences
Report
* Press
Conferences
* Electronic
Newsletters
* Information
through e-mail
* Regular and /or
sporadic meetings
* Permanent
dialogue with
organizations of
interest
* Direct Lines * Corporate
for Phone
Social
Service and e- Responsibility
mail
Management
* Evaluation of * Direct
Suppliers
communication
*Channels
channel through
intended for
letters, e-mail and
filing reports
telephone
as per the Code * Corporate
of Ethical
Volunteering
Behavior
* Training
sessions
Government and
Society
Guilds,
Competitors
and the
Corporate
sector
*Website
* Sustainability
Report
* Press
Conferences
* Information through
e-mail
* Permanent dialogue
with organizations of
interest
* Information
through e-mail
* Corporate Social
Responsibility
Management
* Direct
communication
channel through
letters, e-mail and
telephone
* Active
participation in
the guilds of the
financial and
business sector
* Direct
communication
channel through
letters, e-mail
and telephone
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
42
Commitment to the guilds and employers' organizations
We aspire to have a leading role when it comes to guilds and business in general, participating
in the construction of a better business environment in the country, as multiplier agents and as a
company to be looked at.
The joy of sharing a perspective
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
43
Innovation and leading in new communication channels
Marketing and Public Relations Area
CORPORATE COMMUNICATION
The joy of creating bonds
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
44
Our managerial approach on communication
In Visión Banco, we work to create and consolidate a brand with a great deal of strength
inside and outside of the organization, motivating collaborators and fostering preference for
the bank in the market.
Corporate communications are aligned with the business strategy, creating an internal
culture of teamwork and pride for the collaborator, motivating productivity and attracting
the best talents; communicating value to shareholders, building a trusting and safe image
for clients; making the client-investor a close one, positively influencing in public opinion
and showing ourselves as responsible with the environment at all times.
Our corporate communication is also based on principles of responsibility to our clients and
the general public, ensuring that the messages in the ads for our services are clear,
committing ourselves to comply with what we promise and avoiding words and messages
that may be offensive for any group of the society.
[Logo: Visión Corre (“Visión Runs”) – 5k, 10k, 21k]
“Visión Corre” pays tribute to fathers
In June of 2013, we ran the second edition of “Visión Corre”, a sporting initiative to
motivate the practice of outdoor activities. The race was organized along with Asunción
Runners and with the special support of Club de Padres Valientes [Courageous Fathers’
Club] in Ñu Guasu Park, with segments of 5k, 10k and 21k. 1,200 people participated and
all running dads were given prizes, considering that the race occurred in Father‟s Month.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
45
Communication in action
A strategy in our corporate communication is to associate the brand to events that represent
our values and our way of contributing to society. This is why we annually sponsor
sporting events that promote the quality of life, enthusiasm and joy, as well as events that
help us to promote entrepreneurship, economic development and inclusion.
Support to Paraguayan football
We have associated ourselves to one of the most popular sports, with a deep reach in the
society, believing football to be a space of relationship where it is possible to promote and
support social change and, above all, the good values such as integrating teamwork. In that
sense, we are a Sponsor of Paraguayan Football, of the National Team and important clubs,
such as Olimpia and Cerro Porteño, supporting the Apertura [Opening] and Clausura
[Closing] Tournaments of professional football. In addition, we have made raffles so that
workmates can cheer the national football team in the qualifiers for the Brazil 2014 World
Cup.
We launched the “Desafío Visión” [Visión Challenge] competition
The official launch of “Desafío Visión” was made in a pleasant meeting in the Honor
Gallery of the Defensores del Chaco Stadium, an online competition to forecast the results
of games of official tournaments of the Professional Division of the Paraguayan
Association of Football, 2013 season, including the Apertura and Clausura Tournaments of
the Tigo-Visión Banco Cup.
Those
interested
in
participating
accessed
the
online
game
through
www.desafiovision.com. Participants could earn points and virtual medals according to
their correct predictions per games in each round and they could accumulate coupons for
raffles. Said raffles and awards gave prizes from G. 500,000 to G. 5,000,000 in cash.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
46
“Tiempo Extra” [Extra Time] Promo
In the framework of our “Extra Time” Promo, we gave prizes to our clients by raffling two
Mercedes Benz, models C180 and C200. 8,500 people who got Loans and 7,400 people
who applied for Credit Cards from September to December of 2013 and who were up to
date on all payments participated in the first raffle. Clients who, during the aforementioned
period of time requested a “Préstamo al Toque” [Immediate Loan] or a “Préstamo al Toque
Rekutu” [Second Immediate Loan] could also participate in this promotion that consisted of
requesting a credit and making the first payment 90 days later, among other benefits.
15,900 people who were up to date with their loans and credit cards participated in the
raffle for the second Mercedes Benz.
Third Year as Official Bank of Expo MRA
We are committed to strengthening the productive sector and industrial activity of the
country. As an official bank, we provided a wide range of exclusive services to organizers,
exhibitors, providers and allied and concurring companies in the 32nd edition of the Expo of
Mariano Roque Alonso, organized by the Rural Association of Paraguay and the Industrial
Union. Through our stand, we performed all usual operations and services of a Customer
Service Center and had several activities of social and environmental awareness.
A talk with the livestock sector, the prize for accessible and sustainable stands, the
presentation of economist Daniel Correa for our shareholders and investors, the celebration
for the success of housing solutions of the “Juntosportuhogar” [Together for your home]
project, the launch of the mobile Visión app and the traditional breakfast honoring the
media were among the main initiatives.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
47
Pioneers and leaders on social networks
[Facebook Logo] VisionBanco
[Twitter Logo] @visionbanco
[YouTube Logo] visionbanco
We were the first financial institution with presence on social networks in the country.
By mid-2010, we started a communication strategy on social networks, aware of the
growing relevance of this medium in the country.
The challenge of strengthening relationships with clients led to the creation of the area of
DIGITAL MEDIA in 2013, reaffirming our commitment to maintain a permanent link with
the general public through Social Media and On-Line Marketing.
In Facebook, we lead the ranking with the biggest community among the banks and
financial institutions of Paraguay. This achievement marked an important landmark in the
year due to the effectiveness and speed that this network grants us to spread information on
the Bank throughout the country.
The number of people who choose social networks to connect with us is increasing and
with these alternative channels, we take potential interests from our fans and
simultaneously pay attention to ideas, congratulations and claims received.
The area is managed by a Community Manager, who manages the entire portfolio of ads
and content management. In this context, we have reached approximately 300,000 contacts
per ad.
Largest network
of followers in
Paraguay
16187
Friends
Launch of Visión
Banco in
Facebook
July, 2010
April, 2013
December, 2013
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
48
The largest employer of the Banking System with 2,085 collaborators
Human Resources Area
COLLABORATORS
The joy of working together
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
49
[Picture: Dora Ramírez de Colmán – People Management /Human Resources Manager]
Our managerial approach on work
The success of our business is fundamentally based on our human capital and we are
convinced that the people‟s attitudes with joy and happiness strengthen this capital.
The pillars of our work management are defined by the allowance of public participation,
the promotion of personal and professional development and the improvement of the
quality of life of our collaborators.
With this approach, we seek to create an enthusiastic, trusting and harmonic work
environment that motivates the pursuit of constant improvement and the full identification
of our collaborators with the vision, mission, values and objectives of the organization.
Promotion of personal and professional development
Comprehensive training in Universidad Corporativa [Corporate University]
In its second year, Visión Banco‟s Universidad Corporativa (UCVB) continues developing
and strengthening knowledge, skills, attitudes and conduct in our collaborators, focusing on
the strategic objectives of the Bank.
The curricular proposal is based on our principles and the values that drive our knowledge,
the motivation of our collaborators and the strengthening of the organizational culture.
Besides professional development, UCVB also promotes personal development through
strategic partnerships with institutions such as Centro de Desarrollopara la Inteligencia
[Center for Intelligence Development] (CDI), with the following goals:

Developing
emotional
intelligence,
personal
control,
self-confidence
and
motivation.

Stimulating cognitive skills to devise powerful conversations.

Reflecting on emotions and thoughts to make ethically correct decisions.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
50
Schools of Technical Training of UCVB
 Training Trainers
 School of Institutional Support
 School of Operators in Charge
 School of Customer Service
 School of Account Executives
 Innovation Lab
Courses of Basic Training of UCVB
 English Language
 Oral and Written Communication
 Financial Mathematics
 Innovation Lab
 New Products and Financial Services
focused on Small and Medium
Companies.
 Segmenting the portfolio
 Emotional intelligence
 Leading your work team
 Efficient management of time
 Banking security
 Smarter commerce – IBM
 Credit analysis
 Environmental management ISO 14001
 Company Law
 Expert
on
learning
in
virtual
environments
 Financial education
 How to balance the company and the
family
External training
 Segmenting the portfolio


















Evaluation of the micro-credit client
Strategic Direction and Management of
Treasury in Financial Institutions
Payment Methods Forum VISA 2013
SME Banking Conference 2013
XII Regional Congress of Contact Center
& CRM
International Exhibit on Housing and
Construction – BATIMAT 2013
II Forum of the IADB on the Base of the
Pyramid
Seminar “Strategies for the sale of credit
cards”
Symposium
of
the
MasterCard
Foundation for Financial Inclusion
Internship in NAT Consultores
Latin American Congress of Financial
Inclusion
FOROMIC 2013
Latin American Congress on Banking
Automation 2013 of the Latin American
Federation of Banks – FELABAN
Congress on Financial Education
Course on Principles of the Global
Compact
XII Monitor Plus Discover International
Seminar
Latin American Congress on Banking
Security – CELAES
Intensive Seminar of Negotiation
Visión Banco – Universidad Corporativa [Corporate University]
Improving the skills of our managers
We have strategic partnerships with Universidad CatólicaNuestraSeñora de la Asunción
(UCA) and Universidad Nacional de Asunción [National University of Asuncion] (UNA),
where our main executives take Master‟s courses with the support of the Bank granting
permits, paying 50% of the cost and funding the outstanding amount in 36 payments
without interests. A total of 31 managers have already been benefited.
Integrating E-learning to the process of continuous training
In 2013, our E-learning (virtual classroom) was strengthened for all collaborators, where
courses on subjects like “Security in Information Technology” and “Quality of Customer
Service” continue besides those on “Prevention of money laundering and funding of
terrorism”.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
51
Supporting the personal development of collaborators
Based on the commitment to promote the human development of our collaborators, we
organize three meetings with international lecturers. The objectives of these training
activities were the strengthening of emotional intelligence, of teamwork skills and people
management, and improving on the habits of stress management.
“Managing from the soul” with Dr. Edgardo Maya
Some of the subjects treated in the conference with our collaborators were how to
strengthen emotional intelligence, internalization of values and the strengthening of selffulfillment. Dr. Maya, a Master in Gestalt Therapy, Ph.D. in Education and Pedagogic
Mediation, and specialist in Neuro-linguistic Programming, also talked about the sense of
belonging, teamwork and the work environment as pulses that drive the heart of an
organization towards optimism and joy, or towards pessimism and defeat.
“Quality of Service” with Prof. Guillermo Selva
International lecturer and professor of the INCAE of Costa Rica, Prof. Guillermo Selva,
Ph.D., lent his knowledge to strengthen abilities for competitiveness in the quality of
innovation of processes, to improve competencies on people management, the quality of
service and the optimization of teamwork.
“Stress management” with Adrián Buchner
With Argentine Consultant and international Lecturer Adrián Buchner, we learnt to
incorporate habits to manage stress, the keys to build a happy company, how to foster
efficient communication, use the time available appropriately and raise awareness on health
and stress.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
52
Comparison of hours and investment training collaborators
Concept
Total hours of training
Total participating
collaborators
Average of hours of
training
Total investment in
training
2010
2011
2012
2013
9,447
121,791
49,658
25,760
1,222
1,534
3,102
1,960
7.7
79.4
16
13.1
824,361,810 1,133,943,522 1,185,366,598 1,165,372,737
In 2011, a training program with numerous hours directed to Account Executives, which
comprise a high percentage of the staff of collaborators was implemented. This explains the
much higher difference in hours of training compared with the other years, in which
training other sectors with less collaborators and fewer hours was prioritized.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
53
Participation
“Visiónteescucha” [Visión hears you]
In 2013, the area of People Management presented the results of the “Visiónteescucha” poll
on organizational climate, made in several Customer Service Centers and areas. Each
participant was provided an opportunity to analyze, build and become involved to propose
plans of action.
Evaluation and feedback
We have implemented an automatized evaluation of the management of collaboratorsfor
the first time. Results will be obtained in the first quarter of 2014.
We created the innovation lab
As a result of the management of Universidad Corporativa, we formed an innovation team,
comprised by 24 collaborators dedicated to creativity and innovation of the processes,
products and services, in lined with strategic objectives.
This innovation lab seeks to prepare us for the trends and challenges of the financial sector,
allowing participation, which facilitates the creative, disposition of the members of the
team which is sensible to opportunities of innovative thinking. Another objective is to
invigorate talent that already exists in Visión Banco to promote the creativity and
participation of our collaborators through this initiative.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
54
Taking care of the quality of life of our collaborators
Health insurance
In addition to the private health insurance that each collaborator gets as a benefit (extended
to members of their family), we have hired the “Aseguradora del Este” company to provide
enhanced health-hospital coverage for those events not covered by pre-paid insurance and
collective life insurance.
Concepts
2011
2012
2013
Number of collaborators
1,452
1,908
2,067
Number of benefited relatives
2,890
3,667
4,188
4,013,533,376
6,624,796,284
8,213,153,824
797
753
850
Contribution of Visión Banco on the
total cost (75%) Health Insurance
Comprehensive medical check-up
(number of collaborators)
“Empresas sin pobreza” [Companies without Poverty] Project
The “Empresas sin pobreza” Project, coordinated by the Association of Christian
Entrepreneurs – ADEC, gathered 15 pioneering local companies, with Visión Banco among
them, to make a poll to their collaborators under a methodology called “Traffic Light”,
comprised by 50 multi-dimensional indicators of poverty. The indicators were divided in
“Income and Employment”, “Health and Environment”, “Housing and Infrastructure”,
“Education and Culture”, “Organization and Participation”, “Inner Being and Motivation”.
Thanks to the joint work of the Bank‟s areas of People Management, Corporate Social
Responsibility and Information Technology, we could make the poll with our collaborators
in the north of the country, among them, those from the Customer Service Centers of
Concepcion, Horqueta, San Pedro, Santa Rosa, Santani, CruceLiberacion, Caazapa, San
Juan Nepomuceno, Limpio, Villeta, Ita, J.A. Saldivar and Abasto Norte.
From the collected information and the diagnosis, we set out priorities for the improvement
of the quality of life of collaborators in subjects such as: Family savings, (health and life)
insurance, entertainment and recreation, and housing.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
55
Traffic Light to Escape Poverty
Income and
Employment
Income
Stability
Credit
Savings
Diversification
I.D.
Drinking water
Health center
Health and
Environment
Food
Hygiene
Teeth and sight
Vaccines
Trash
Environment
Insurance
Safe home
Bathroom
Electricity
Housing and
Infrastructure
Appliances
Bedrooms
Kitchen
Furniture
Transport
Roads
Telephone
Safety
Clothing
Reads and writes.
Education
Education and
Culture
Skills for income
Ability to plan
Social capital
School supplies
Radio and TV
Recreation
Values tradition.
Respects cultures.
Organization and
Participation
Awareness of Human Rights
He or she is part of groups.
Impact
Resolves conflicts.
Votes.
Identity and self-esteem
Inner-Being and
Motivation
Roadmap to life
Moral conscience
Emotionality
Esthetic and art
Violence towards women
Entrepreneurship
Autonomy
In the table of evaluation of indicators, the color green indicates values above the line of
poverty; yellow shows values in the range of poverty and the color red represents values in
the range of extreme poverty.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
56
The Visión Banco family grew with the birth of 119 babies in 2013.
Lactation Rooms for our Workmates
In 2013, we made arrangements for the progressive installation of lactation rooms for
pumping and saving breast milk from collaborators who are breastfeeding, in order to
promote and facilitate breastfeeding. We have already opened 6 lactation rooms in the
offices in Headquarters, San Lorenzo, Oliva, Pinoza, Palma and EE.UU.
“Calidad de Vida” [Quality of Life] Program
In order to ensure the well-being and commitment of collaborators, we continued “quality
of life” programs, promoting healthy practices through recreational activities and talks with
the Medical Consultant of the Bank.
We promote the practice of physical activity as a fundamental factor for a healthy life, both
in the company as in the community. We promote participation of collaborators, absorbing
part of the costs, both in races, marathons and sporting events. In 2013, we can mention
VisiónCorre [Visión Runs], Carrera de lasChicas [Girls’ Race], Corrida de la
SolidaridadDequení [Dequeni Solidarity Race], TechoCorre [Techo Runs], Manduara
Light, MIA (International Marathon of Asuncion), house tournament, ADEFI tournament,
bike race Copa CECI, among others. As for health promotion days, we support the
environmental clean-up against dengue made by several local councils, hospitals, health
centers and cities.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
57
Strengthening bonds in recreational places and joy
As it is customary, directors of Visión Banco offered its collaborators two important events.
One of them was on Labor Day, where we honored our most important and differentiating
resource: the more than 2000 collaborators that contribute with their efforts, responsibility,
conviction and joy for the strengthening and sustainability of the company every day.
Likewise, in a single party in December, we celebrated the institutional achievements of the
year with all of our collaborators, the challenges for 2014 were exposed and the 21 st
anniversary of the Bank was commemorated.
Main indicators as of the end of 2013
2011
Collaborators
2013
1,534
1,925
2,085
519
639
160
6.65%
6.39%
8.03%
53%
53%
49%
New hires
Rotation indicator
2012
Women in managerial positions
Distribution of collaborators per region in 2013
Distribution of collaborators per region
Number
I
233
II
239
III
201
IV
187
V
219
VI
165
VII
202
Headquarters
639
Total
2,085
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
58
Number and percentage of women and men who work in Visión
Total of women and men
Number of collaborators
Women
Percentage
995
48%
Men
1,090
52%
Total
2,085
100%
Distribution of collaborators per age
Age
Number
18-25 years old
791
26-35 years
1,004
36-45 years
232
46-65 years
58
Total
2,085
Main investments in collaborators
Concepts
2011
Lunch
Uniform
Variable management incentive
Corporate events for collaborators
Special gratification
2012
2013
2,949,907,087
3,775,693,181
4,862,207,581
318,234,785
715,247,566
359,494,567
19,488,107,280
33,202,938,720
31,811,688,804
954,792,585
1,052,200,387
1,363,839,903
4,172,558,493
5,545,426,577
6,823,519,721
Banking minimum wage vs. Visión Banco minimum wage in 2013
Banking minimum wage
Visión Banco minimum
wage
Ratio Visión Banco/
Banking minimum wage
Services
Services
Services
2,154,963
Administrative
2,678,954
2,200,000
Administrative
2,700,000
1.02
Administrative
1.01
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
59
410,747 entrepreneurs who forge national development on a daily basis
CUSTOMERS
The joy of succeeding together
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
60
Alcides Silveyra has been selling miscellaneous items,
party supplies gifts and toys at “El Mundo Cotillón”. He
has two shops in the high area of Encarnación and another
one in the commercial circuit.
We have been working in Encarnación since 1993,
where we have more than 14,000 customers and 3
Customer Service Centers.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
61
Mrs. Lidia Sanabria de Sosa,
Milkand cheese manufacturer. Her rural establishment is
located in Antequera and came to us through a covenant
with “Paraguay Rural” and FECOPROP Ltda.
We are in San Pedro since 2011,
helping more than 3,200 customers take the great leap.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
62
Ricardo González Quiroga owns a vegetable and fruit
market in the booming Municipal Market of Concepción.
He began with a stand and after our support he adds three
shops.
We operate in Concepción since 1999, where we are
proud to serve more than 4,700 customers.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
63
Benicia Saldívar Ferreirahas a candy store, where she
works tirelessly with her husband. The infrastructure
available, her experience and position in the industry,
allow her to be a distributor for supermarkets and groceries
in the area.
We operate in Caacupé since 1994, and our number of
customers amounts to 5,500.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
64
Antonio Hopf,
owner of "San Antonio" mineral water. He started with a small
packing plant. After receiving our funding, since 2003, he
expanded his premises and his business, positioning his brand as a
leader in Oviedo, and extending to other departments.
The doors of Coronel Oviedo have been opened to us since
1996. Here we serve over 4,500 customers.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
65
María Casilda Bogado, owner of “El Gordo” Chipa* Shop [Chipería]. She started
this project 10 years ago on Route I. We have funded the expansion of its premises,
the purchase of machinery and working capital. Today, her Chipa* Shop [Chipería]
is a benchmark in Paraguarí.
Paraguarí received us cheerfully in 2011 and now we have more than 3,000
customers.
Translator’s Note:Chipa* is a typical bread of Paraguay.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
66
Our vision of customer service
We consider our clients to be the lifeblood of our company. Therefore, we are committed to
visit, listen, take care, know and satisfy our clients, one by one.
Our managerial approach on business
We understand that the sustainability of our management is not only based on the economic
growth produced by our products and services, but it is also based in the adequate risk
management, both for the business and our clients, in the accessibility of our products and
services, their diversification.
So, our managerial approach is based on three fundamental pillars, which are: responsibility
over our products and services, financial inclusion and accessibility and the diversified
offer of services for several segments.
Responsibility over products
Customer protection initiatives
As we are committed to our clients, we have a Customer Protection and Financial
Consumer Defense Policy to supervise compliance with these principles building
sustainable relationships.
Customer data protection
In 2013, protecting mechanisms of the webpage of Visión Online were enhanced with
prevention, detection and contention measures against security attacks, complemented by
the analysis and trials of vulnerabilities made by an expert team hired for this type of
investigations, to proactively secure the systems in accordance with implementations made.
This allows us to offer our clients a reliable environment for their banking operations in the
web, in addition to permanent campaigns to update data, which have the purposes of
ensuring the quality of the data of our clients and the traceability of their operations.
Ads with the “Compráresponsablemente” [Buy responsibly] stamp
As we are committed to transparency and financial education, we have implemented the
review and inclusion of customer protection content in promotions and ads for the products.
The most widespread of them is the “Compráresponsablemente” [Buy responsibly] stamp,
which promotes planned and controlled consumption to avoid over-indebtedness.
[Stamp: Plan your purchases – BUY RESPONSIBLY – Respect your limits – Enjoy with
prudency].
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
67
[Picture: Directors of Visión Banco with representatives of the Ministry of Industry and
Trade]
We were recognized by the Ministry of Industry and Trade for our initiatives
In an official event, we received a plaque in recognition for our Financial Consumer
Protection and Defense Program, within the framework of the “Presentation of results of
the General Directorate for Consumer Defense” of the Ministry of Industry and Trade.
In the occasion, authorities of the Ministry of Industry and Trade remarked the
implementation of our institutional policy in this subject, our guidelines of good practices,
information and financial education materials on each product, proceedings for the attention
to complaints, setting out an area of Customer Ombudsman with clear criteria for action, as
well as our adherence to the SMART Campaign and the Law of Consumer Defense.
We consider that, if the client is more informed and aware in financial terms, he will make
better decision, have a better quality of life, develop its abilities to the fullest extent and
contribute to the well-being of the economy in the country.
In this way, we go beyond the requirements set by the financial authority, proactively
improving our proceedings to guarantee the highest levels of transparency and customer
protection.
Customer Ombudsman
Two years ago, we opened this general stage to take on critical cases, to guarantee the
rights of the clients and to have their complaints conveniently handled and considered.
If the client is not satisfied with the responses of our Customer Ombudsman, he or she may
turn to the Service of Mediation, based on the Agreement of Cooperation with the Center of
Arbitration and Mediation of Paraguay, as this is a specialized and neutral place for conflict
resolution as an alternative.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
68
[Picture: Silvana Bernal –Transparency and Customer Protection Manager]
Total cases handled by the Financial Customer Ombudsman
Number of cases
2012
Type of Intervention - 2013
2013
Cases of Possible Fraud - 2013
Amount – PYG
Direct (79)
In favor of the Customer
66
Indirect (11)
In favor of the Bank
24
Indirect (11)
3
5,508,528
90
Checking Account
1
-
Total
Credit Card
Number
5,508,528
Resolutions
In favor of the customer
In favor of the Bank
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
69
Products
Total Cases
Number of cases with cost for the Bank
Total Cost
Credit Card
32
22
31,930,635
Loans
19
1
1,276,199
Checking Accounts
17
1
36,000
Savings Accounts
14
8
14,037,670
Casual customers
4
-
-
Time savings certificate
1
-
-
Agreements
1
-
-
Visión On Line Service
1
-
-
Disconformity with service
1
-
-
Total
90
32
47,280,504
Detail of cases handled by product
Products
2012
2013
Loans
13
19
Credit Card
13
32
Checking Account
7
17
Savings Account
5
14
Casual costumers
3
4
Discounting of checks
1
-
Services
1
1
Debit Card
1
-
Time savings certificate
1
1
Disconformity with service
-
1
Agreements
-
1
Total
45
90
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
70
Raising the awareness of our business allies
In 20913, we have sent letters to raise the awareness of our business allies and providers,
with whom we share our Customer Protection Policy, motivating them to consider
protection policies and plenty of information benefiting customers in their management
processes.
Taking advantage of the “World Consumer Rights Day”, we made a campaign to raise
awareness of consumers‟ rights in the Archi Supermarket, and we delivered information on
these rights and publicized radio messages of financial education in the audio closed circuit
of the supermarket all day long.
Information on products
We guide with our informative materials
In order to guide our customers who use the Visión Online service, we have developed an
information material titled “Prevention of Identity Theft”. In card statements, we sent
information on “Prevention Measures for Personal Security”, “Recommendations for the
use of ATM‟s and SST‟s”, “Useful Guide for Transactions with Cards Abroad”, “Program
of Financial Education and Customer Protection”, “Useful Guide for the safe use of your
Debit Card”.
Additionally, we have included information on our webpage on “Transparency and
Customer Protection”, where we have gathered all of the information regarding these
subjects, including the forms of calculation of interest per product: Credit Card, loans,
demand accounts, term savings accounts.
Quality of customer service
Visits of the Mystery Shopper
As an initiative of the area of Customer Service Center, a system of quarterly monitoring
was implemented through the visits of the Mystery Shopper to Customer Service Centers in
2013.
The assessed qualities are presentation, kindness, welcome, attitude, interest, treatment,
quickness, knowledge and management of information, besides the look and the cleanliness
of the location.
The Mystery Shopper is an opportunity for collaborators to get rated on their performance,
share their experiences and experience the daily practice of quality.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
71
[Picture: Area of Customer Service Quality]
Number of suggestions and complaints processed in 2013
Month
Number
January
797
February
820
March
489
April
697
May
573
June
421
July
453
August
427
September
435
October
551
November
446
December
596
Total
6,705
With “Visión 360°”, the customer is at the center
The CRM (Customer Relationship Management) is a business strategy oriented to foster
loyalty and manage the main asset of the company: customer information. “Visión 360°” is
a CRM software developed with internal resources in mid-2013, that gathers and processes
any information needed to know our clients, obtained from several means or systems with a
particular and comprehensive presentation.
The main benefit of “Visión 360°”, besides the centralized view of customer information, is
the commercial support provided by offering agility in the service and increasing offers
through the “know-your-customer” process.
The importance of the suggestion box
The suggestion box is a communication channel that allows to evaluate customer
satisfaction with our services, and the statement of their complaints and suggestions on
products, services, attention and infrastructure of the Bank.
The assessed aspects are the staff‟s quickness, courtesy and presentation in the register;
knowledge, competency, level of satisfaction y kindness in personalized attention; level of
comfort, signs, lighting and cleanliness in offices.
The suggestion box intends to evaluate the level of satisfaction of customers, motivating
them and to allow them to have their say.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
72
Evaluation of customer satisfaction with services
January
February
March
April
May
June
July
September
August
October
November
December
The rating scale goes from 1 to 10.
Service at Register
Customer Service
Infrastructure
Follow-up of solutions with IH Center
The Incident Help Center (IH Center) is an internal management device used to channel
solutions and customer complaints to provide adequate solutions and responses. It had a
very significant growth in terms of usage in 2013, which directly impacted on the numbers
reported in each month. New reasons, sectors and users were created to be effective
regarding the objectives raised for our different processes. The facilities and flexibility of
IH Center allow several proceedings to be simplified, creating a registration process that
helps to obtain useful information and traceability of cases.
General picture as of December of 2013
148,651 incidents
registered in 2013
80% was solved in
institutional sectors
77% is in the
Customer Service
Centers and Points
142,227 solved
incidents
20% was solved in
Customer Service
Centers and Points
6,424 pending
incidents
115,913 requests
3,572 requests
32,738
complaints
2,852
complaints
114,599 requests
complaints
23% is in
institutional sectors
34,054
complaints
complaints
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
73
[Picture: Area of Registration]
Registration and Know Your Client
Keeping the customers‟ information updated is one of the main missions of the area of
Registration, which contributes to continuous improvement. In 2013, it was a great
challenge for this team of 22 people to lead the implementation of a new customer data
management system to know more about them and keep ourselves closer to them, offering
them products and services in accordance with their needs.
Another important fact was moving from an indirect treatment management with clients to
a direct contact by phone, which helped updating data with a high level of effectiveness.
Since the creation of the area, it has participated in other projects of the Bank referring to
the improvement of systems and processes. It has been consolidated as an area that
safeguards the information of our customers and it is also an important support team for
members of the Customer Service Centers and Points in terms of the registration of
information.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
74
Goals achieved by the Contact Center
We consider customer service a fundamental piece in our business and we clearly
understand that the Contact Center is precisely an important promoter in the generation of
long-lasting links with our clients.
We have all of the elements required to manage a competitive and efficient in-house Call
Center: up-to-date technological tools, highly qualified collaborators for the management of
the area and, above all, the knowledge and experience to guarantee optimal results.
The “percentage of abandonment” refers to the number of people who contact the Bank by
phone and abandon the call before they are answered.
Global results in 2013
Targeted % of abandonment
Resulting % of abandonment
Difference
3%
3%
Achieved
Targeted speed in answers
Resulting speed
Difference
15 seconds
7 seconds
Achieved
The profile of Customer Service Agents
We have managed to consolidate a highly efficient and motivated team, thanks to the
incorporation of criteria of selection of Customer Service Agents, considering qualities
such as: spirit of service, empathy, excellent treatment, optimal predisposition and positive
attitude.
We support events organized and promoted by the Bank from the Contact Center, in which
the Agents have active participation. We introduced innovative teamwork dynamics that
include games and competitions with the objective of turning daily tasks into pleasant ones.
What we do in the Contact Center every day is to maximize the performance and the
commitment of our people through adequate processes of selection, constant motivation
and opportunities of personal development.
In 2013, we have managed to achieve the proposed goals for the area of Contact Center,
thanks to the adequate management of indicators, Workforce Management and constant
coaching our teamwork.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
75
[Picture: Diego Barreto –Inclusive Businesses Manager]
Financial Education Program

“Businesses that get far” Course

“Money management” Talk

Radio clips

Educational messages in written media

Audiovisuals

Agreements with partners
We seek to guarantee a responsible inclusion in the financial sector, providing free
information in business management in talks and courses in several places in the country
with the challenge of empowering our clients, improving their quality of life, reducing
inequality and facilitating economic inclusion.
Among the different acts of the Bank, airing brief radio clips in the main AM and FM
stations and phrases in written media simply raising awareness on subjects such as savings,
bancarization, use of credit and debit cards, microloans, personal budget, market basket,
conscious indebtedness, responsible credit, among others, is highlighted.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
76
“Businesses that get far” Course
Educational program that improves the skills of micro-entrepreneurs in business
management, administration, human resources and sales, in addition to educating on the
responsible use of financial services and risks that involve their poor use. In 2013, we have
implemented this course for customers in Asuncion, Mariano Roque Alonso, San Lorenzo,
Lambare, Capiata, Ypacarai, Limpio, Villarrica and San Juan Nepomuceno.
“Money management” Talks
Centered on the use of money and financial tools, with elements treated such as savings,
credit, investment, risk and insurance. In 2013, we developed this training talks for
customers in Asuncion, San Pedro, La Colmena, Acahay, Encarnacion, Chore,
Repatriacion, Guajayvi, J. EulogioEstigarribia, Nueva Germania, Ciudad del Este, Colonia
Maria Antonia and Isla Alta.
Partnerships with financial education components
We have agreements with the National Service of Professional Promotion, Fundación
Dequení, the Parents Association of Fundación Fe y Alegría, GEAM-Jaikatu and Junior
Achievement, which allow us to provide non-financial services with sessions of financial
education. The two targeted groups are entrepreneurs and businessmen – small and medium
– as well as strategic partners in non-profit organizations that take care of several people in
their area of influence.
“Primary production with good rural practices” Course
We made educational talks for producers of several sectors of the country, including
aspects such as the best practices in production techniques in their respective agribusiness
fields.
2012
Business that
get far
Financial
education
Participants
779
678
1,473
2012 (look into
year)
Business that
get far
Financial
education
Participants
885
1,035
1,920
2013
Business that get
far
Financial
education
Participants
907
1,290
2,197
Total in three years: 6,053
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
77
[Picture: Luz Gómez – Micro-businesses Manager]
Inclusive financial services
Inclusive microfinances allow the participation of low-income sectors in value-creating
chains, incorporating them as partners, consumers, providers or distributors, forming a
viable alternative for bancarization and sustainable development in such a way that they
manage to get value on their own and improve their life conditions.
In Visión Banco, we seek to responsibly include new actors, benefiting them with banking
services in a direct manner and promoting financial education, customer protection and
transparency. We develop innovative financial products and constantly improve our
internal processes with the purpose of servicing all sectors of the population, including the
most vulnerable population.
Closeness to the customer is also a pillar of our strategy. This is why we are the bank with
the largest network of Customer Service Centers in the country and we open numerous
access channels. We are present in distant locations, we insert ourselves in neighborhoods,
in emerging markets and we are the only banking institution in numerous cities.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
78
Experience in value chains
We use the model of participation of a great company, its value chain and an organization
that provides assistance and technical education. Its application involves the construction of
a trusting relationship between the involved parties.
The process consists of granting support to productive chains through the funding of
providers who are part of the supply chain and training in financial education by means of
strategic partners.
We have signed several agreements which allow us to benefit producers of several sectors.
The agreements signed with big companies of the agro-livestock business, associations and
cooperatives made it possible to include primary producers to the banking system and their
access, for the first time, to financial services.
PYG 15,000,000,000 of funding through productive agro-livestock chains in 2013
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
79
[Picture: Area of Commercial Partnerships and Sales]
Results of partnerships
In 2010, we started with a committee of producers, but today, we are servicing more than
80 committees, associations and groups of producers in the country in more than 20
Customer Service Centers, working with value chains of yucca (2 companies), sesame (3
companies), sugar cane (2 companies), cotton (1 company). In these chains, we also work
with inter-institutional agreements (Paraguay Rural Project / Ministry of Agriculture and
Livestock / IFAD, USAID, FECOPROD).
We support the growth of the sector with innovations, such as the Agricultural MicroInsurance for products like sesame and yucca, with the possibility to extend it to other crops
(chia and sugar cane). In addition, we also innovate funding the medium-term incorporation
of improved production technologies (whitewashing, fertilization) to grow yucca and
funding new crops like chia and very soon, ka‟ahe‟e.
More than 2,000 families have received funding for PYG 15,000,000,000 through agrolivestock productive chains in the entire country in 2013. If we count from 2010, then there
are more than PYG 50,000,000,000 in loans to rural producers and 10,000 families with
funding from Visión Banco.
These partnership agreements and joint work, in which the Area of Commercial
Partnerships and Sales is involved, have great turnout and are business opportunities,
creating social and economic value for all parties involved.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
80
Successful three years of “Juntos por tu hogar” [Together for your home]
“Juntos por tu hogar”
According to data of the National Secretariat of Housing and Habitat (SENAVITAT, in
Spanish), the housing deficit in Paraguay is of 1,100,000. The cumulative increase of
15,000 per year is estimated and the state housing production is approximately of 8,000
houses per year.
Basic housing is still at a deficit for some social sectors with a strong impact on the life of
the people. In addition, there are needs such as extensions for problems of overcrowding in
both the urban and rural areas and the informality of the documentation in terms of real
estate possession.
In this context, we have involved ourselves in a project of housing solutions to create
businesses with social value, helping to satisfy a basic need for Paraguayan families.
In 2010, we formalized an innovative partnership with Habitat for Humanity Paraguay to
work in the “Juntos por tu hogar” [Together for your home] Project with the purpose of
improving housing conditions of 500 families by the end of three years. In Visión Banco,
we provide a differentiated financial service with minimum requirements, without
mortgages, created for a special segment that does not have access to the traditional funding
system with income of up to four minimum wages and land owners. These families, with
this initiative, can fulfil the dream of having their own house. Besides, we provide training
in financial education, money management and financial tools to beneficiaries.
On the other hand, Habitat for Humanity provides technical assistance for the construction
of the house in terms of quality and safety.
In the 36 months of implementation of the project, which concluded in June of 2013, the
initial goal was exceeded, getting to improve the housing conditions of 633 families,
obtaining 126.4% of effectiveness. The agreement was renewed for five more years, with
the new goal of reaching 5,504 housing solutions.
This service is available for current and new clients of the Bank in the departments of
Central, Cordillera, Itapua, Guaira, Paraguari, Concepcion, Coronel Oviedo, Minga Guazu,
Ciudad del Este and Hernandarias. As of December of 2013, we have a portfolio of PYG
38,620,525,787.
126.4% of effectiveness of the project in 36 months
Distribution per department
July, 2010 to
June, 2011
July, 2011 to
June, 2012
July, 2012 to
June, 2013
Total
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
81
[Picture: Real Estate Department]
Main results in three years

Impact on the life of 633 families and more than 3,000 people, through the access to
new or improved housing solutions.

Job opportunities for about 1,000 people in the places of construction, promoting
the involvement of providers of materials and supplies (hardware stores,
blacksmiths, dinners, stores, among others).

Turnout of more than 70 national and international volunteers.

Investment above $5.8 million dollars during the first three years of
implementation.

Access to owned houses for 43% of families who were living in rent and 32% who
lived in houses of relatives.

Expansion of the project to Asuncion and the departments of Central, Concepcion,
Alto Parana, Paraguari, Cordillera, Itapua, Caaguazu, Ñeembucu and Presidente
Hayes.
“I thank God, Habitat and Visión Banco for the trust they place on me. This is the
Paraguay that people do not see.If we are entrepreneurs and work in teams, these
things are possible”.
NayilaSalum
Testimony of a beneficiary
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
82
Ñande Banco[Our Bank] | Visión Banco
Network of Correspondents
Non-Banking Correspondents Increase
Non-Banking Correspondents (NBC‟s) are service operators set by natural or legal persons
who work in their own business establishments or those of third parties that are not part of
the financial system that can perform operations and provide services authorized by the
Bank in accordance with a contractual agreement and under the responsibility of the Bank.
We were the pioneers in terms of the implementation of this channel in the financial sector,
which allows us to get to customers in regions or sectors where we have little or limited
presence. The objective is to offer another alternative to the community, facilitating the
access to financial services and contributing to the inclusive economic development of the
country.
284 NBC’s opened as of December, 2013.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
83
We launched the Visión Móvil [Visión Mobile] app
In 2013, we launched the Visión Móvil app for smartphones and tablets. This app is simple
and easy to use, with the “Your Bank in the palm of your hand” message, benefits
customers by offering a good service with more accessibility, complementing our network
of offices and traditional service means to conquer new segments.
The Visión Móvil app is available for free downloadin the Apple App Store and the Google
Play Store for Android. In this way, customers can access mobile banking services from
their devices, to perform online transactions, such as consults of balances, payments of
loans and credit cards, payment of services of ANDE, COPACO, ESSAP, Tigo and
Personal invoices and purchase of phone minutes.
Other functions offered by the app are: information on the benefits of our credit cards,
helping to locate the closest ATM‟s and Customer Service Centers to the users, consulting
exchange rates and direct calls to the Contact Center.
This new service provides customers accessibility, quickness, agility and security, allowing
them to save in costs and time when they perform their transactions.
6,500 downloads of the app in smartphones from July, 2013
[Picture: Launch of the app in the Expo MRA]
Growth of Visión Móvil
By dialing *724 + SEND in a cellphone with Tigo or Personal services (without the need to
be connected to the internet) and entering the PIN number, one can access Visión Móvil,
which is a channel to make transactions online, consult balances, pay services (electricity,
phone, water), pay loans, credit cards, purchase minutes, etc.
The growth of this service has made a big leap in 2013, closing the year with 95,256 clients
who are already using it.
95,256 customers with VisiónMóvil, with a growth of 356% in 2013.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
84
Impact of Préstamos al Toque [Immediate/Instantaneous Loan] and
Rekutu [Second Loan]
[Picture: As easy as pushing a button: Préstamos al Toque Rekutu (Second Immediate
Loan)]
On the foundations of the inclusion of sectors that would not normally get access to credit,
fast delivery and bancarization, we launched the “Préstamos al Toque” product, granting
lines from PYG 300,000 to PYG 5,000,000 with minimum requirements two years ago.
With this innovation, we have managed to get more than 187,000 new clients, some of
them newly banked.
In 2013, we took another step and launched the “Rekutu” product, which allows a second
“Préstamo al Toque” for those clients who paid half of the agreed payments of the first
loan. More than 74,000 customers accessed it.
187,613 new clients thanks to Préstamos al Toque.
Composition of the portfolio
Men
51%
Women
49%
Entrepreneurial women
40%
74,219 customers have already
taken a Second Loan.
Technology of the “immediate” process
The Préstamos al Toque product requires a technology that allows to appropriately manage
the risk that involves the required quick disbursement. The predictive Credit Scoring
system allows an efficient and safe management of the immediate loans, as it automatically
determines if the customers are suitable or not to access this loan.
New clients and bancarization with Préstamos al Toque per year
120,000
100,000
80,000
60,000
108,350
79,263
40,000
20,000
0
New customers - 2012
New customers - 2013
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
85
[Picture: Area of Credit Cards]
Strengthening financial services for several segments
News regarding our credit cards
In 2013, we launched the Signature Credit Card, targeting a premium segment with high
purchasing power and expectations beyond the traditional benefits that the product offers.
This card provides a unique package of benefits and services specially designed for
demanding customers.
As of the end of 2013, we are in third place in the financial market in balances of portfolio
and number of cards, which shows a growth in recent years.
The promotion with travel agencies, the Christmas week, the return to classes, cash in
advance and payments without interests; Holy Week, Mother‟s Day and Father‟s Day stood
out among the main ads.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
86
As for international trade operations, we currently have several products, like Wire
Transfers (Reception and Delivery), Letters of Credit, Stand-By and Documentary
Collection.
Comex and international operations
The mission of the Foreign Trade area (Comex, in Spanish) is to promote the growth of our
customers with adequate financial solutions for their international operations in accordance
with the needs, to support their commercial development.
From the change from financial institution into Bank, with the opening of the Department
of International Operations, we got excellent results based on our service, which allowed us
to consolidate ourselves in the market.
This growth was mainly driven by the Bank Wire Transfer, both in terms of reception and
delivery, as well as products such as the Letter of Credit – Export and Import, Documentary
collection, National and International Guarantees. In addition, the automation of processes
was achieved, which produced a drop in the operating risks of time and cost.
The area of Exchange and Comex work in a coordinate manner to offer competitive
exchange rates and to provide quality to our customers. 90% of the transactions of Comex
are settled with Exchange operations, so the joint work of both areas is important to
maintain a good service.
38,329 operations from 2011 to 2013.
Number of wire transfers delivered and received from abroad
13,073
Number of operations of the Foreign Trade
area in three years
9,597
8,941
7,002
15,943
13,445
2011
2012
2013
2011
2012
2013
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
87
745 allies in the value chain that ensure our good service
SUPPLIERS
The joy of affinity
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
88
Purchasing Area
Management approach regarding the value chain
The creation of shared value is the basis of our business management and we consider that
the impact of our management is extended to the entire chain of stakeholders involved in
the provision of services.
That is why our suppliers‟ management approach focuses on transparency and efficiency of
internal procurement processes, promotion of responsible practices of suppliers, continuous
improvement of the relationship, the creation of opportunities for participation and the
prioritization of local suppliers, promoting the pursuit of mutual benefits in a joint manner.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
89
Transparency and efficiency
Purchasing Area Mission
We focus on managing the procurement of goods, products and/or services necessary to
accomplish that the daily tasks are performed efficiently and effectively, while meeting the
Bank's requirements for quality, quantity, response time and fair price. We always
demonstrate transparency in the buying process as well as the necessary confidentiality and
the pursuit of mutual benefit in the relationship with suppliers.
Procurement processes
It begins with the filing of the application in the Procurement /SuppliesSystem, with
products, goods or services clearly defined. The next step is the authorization via System by
the Manager or the one Responsible for the Area in connection with the application filed.
Once the application or service is approved, the Purchasing Area requests the quote to
suppliers (three budgets). Those proposals are evaluated, taking into account mainly the
quality, the price, the availability of product or service, delivery time and supplier reference
for the best selection.
Subsequently the area that filed the application is informedabout the awarded supplier.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
90
Service Application
Manager Authorization
Budget Application
Report to the
Area that File
the Application
Supplier Selection
Budget Evaluation
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
91
Griselda Vallovera
Administration Manager
Strengthening of the Area
The Purchasing area has consolidated its internal structure
and its role in the organizational structure. The increased
participation of this area in the decision-making process
helps save time and increase efficiency in operations. All
this, with greater transparency and planning, avoiding
urgency and trouble.
The suppliers were selected as follows:
Type 1Suppliers
We have 63 suppliers of products and services considered
critical to our business, without which customer service or
the continuity of the Bank's servicesmay be affected. They
are considered important and key suppliers.
Type 2 Suppliers
We have 259 suppliers whose services and products require
significant financial outlay andthequality of the same is of
primary importance to our processes.
Type 3 Suppliers
3,839 purchasing We have 423 suppliers of secondary products and services
application have been required in the organization eventually or occasionally, for
processed in 2013.
which more freedom is needed for purchase or hiring,
considering issues of availability, convenience and speed.
Suppliers Distribution
At year-end we have 745 suppliers, of which only one is
international, which providespaper rolls for cash registers.
The other suppliers of inputs and services are professionals
and domestic companies, mostly SMEs.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
92
Continuous improvement of the relationship
Suppliers Evaluation
Bank suppliers are subject to regular evaluation in order to measure performance and
identify the need for improvements to strengthen the chain, through a process of feedback
on evaluation results.
Suppliers Evaluation Criteria

Market Position

Quality of product or service

Delivery on time of services or products

Customer Service

Price in relation to quality and market

Trained staff

Suppliers Documentation

Reaction to problem and troubleshooting capacity

Ability to meet deadlines

Social and Environmental Responsibility - Ethical Behavior
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
93
We promote responsible practices
Training in social and environmental responsibility
For two day, we gathered to make an evaluation of the progress of good practices of social
responsibility of the main providers who were trained in the “Cadena de Proveedores”
[Chain of Providers] Program of Visión Banco, and to present them the advances in our
Environmental Good Practices Manual, which is a guide for the improvement of
environmental performance of the company, contributing to raise awareness and promote a
culture of respect towards the environment and a commitment to society.
Raising awareness on children and adolescents’ rights
When considering partnerships with providers, we seek business partners that share our
vision and our ethical principles. This is why we had a workshop on “Child labor” with
experts from Fundación Dequení. The talk had the main objective of raising awareness and
training our main providers on the negative impact of child labor, socializing our policy on
children and adolescents, sharing teachings and motivating our providers to commit to the
promotion and respect of human rights.
Likewise, the “Health and Occupational Safety Manual of Visión Banco” was presented
which shall be considered in the operations of our providers. This material includes general
health and safety issues applicable to providing companies.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
94
[Picture: Monitoring Room]
We are the only bank with an integrated system monitored by its own monitoring
room.
Security in the Bank
The mission of the Security Area is to protect Directors, collaborators, customers and assets
of the Bank. For that purpose, manual, proceedings, security studies, risk analysis and
training sessions are made, always pointing to prevent crimes and losses.
The main challenge in 2013 was to have an integrated security system between the closed
circuit of television, opening of bolts and the alarm system against thefts and fires in all
Customer Service Centers and Points. This integration also includes our Monitoring Room
in the Headquarters, and we are the first bank in the market with its own integrated alarm
monitoring system working at 100%. In addition, we have made a significant investment to
extend the monitoring room from where we control all of our locations and their bolts.
In 2013, there were three robbery attempts, to one Customer Service Center and two
ATM‟s. However, these attempts were frustrated thanks to the increase in terms of security
achieved with the installed preventive measures.
During the year, the collaborators in the Great Asuncion area were theoretically and
practically trained on “Firefighting and fire prevention” in coordination with the Voluntary
Firefighters Corp of Paraguay, by virtue of an agreement.
Since October of 2013, there has not been any robberies in the facilities of the Bank. There
were no reports of incidents, nor injured collaborators or accidents due to incidents.
However, there were two fire outbreaks in Customer Service Centers, both were taken care
of by the collaborators who extinguished the fire thanks to the training and excellent
predisposition safeguarding their lives, those of their workmates and the assets of the Bank.
52 collaborators comprise the Emergency Brigade of the Bank.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
95
Active presence in 17 departments, propelling communities
COMMUNITY
The joy of serving and connecting each other
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
96
Our managerial approach on the community
As part of our commitment with the social development of the country, we focus our social
management in the development of the communities we are linked to, acknowledging our
potential to contribute to the improvement of the quality of life of people.
Our strategy is centered on the contribution to the improvement of education, health,
mitigation of poverty, support to social inclusion, promotion of personal and professional
development of the members of communities where we operate and the promotion of
corporate volunteering.
We are convinced that taking on these social aspects not only contributes to the challenges
of sustainability in the country, but also to the sustainability of our business.
We promote education
Books are hope for the children
With Fundación en Alianza
Thanks to the “Un libro, una esperanza” [One book, one hope] program, we travel through
the capital and the country taking donations of textbooks to poor children of elementary and
primary schools. Our collaborators help with the identification of schools to be benefited
and participate in the delivery of the books. We have delivered 31,053 books in 11 years.
We sponsor the education of 220 poor children
With Fundación Dequení
Thanks to the charitable contribution of 968 sponsors of the Bank in 2013, we managed to
get 220 Scholarships for Fundación Dequení so that children receive a backpack with all
necessary supplies, the entire uniform, the tuition in the school of their communities and the
follow-up until they conclude the school year.
To get to know our sponsored children of Dequení and spend time with them, we were
visited by them in a joyful and relaxed afternoon in the Headquarters, livened up with
entertainment and games. The children had the opportunity to know several areas to see
how a Bank works and listen to the testimonies of Directors and collaborators on the
personal and professional development. During the main act, we gave them the backpacks.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
97
With the Vision of “One laptop per child”
With Paraguay Educa
Upon an agreement signed with the Paraguay Educa organization, we have contributed
resources for the payments of professional fees of three trainers, who act as mentors in a
constructive manner, offering support in case the teacher and the children need it. These
mentors assist the teacher in the incorporation of technology as a teaching and learning
tool. The “one laptop per child” program is made in the city of Caacupe, department of
Cordillera.
Financial education for our children with the XO
With Paraguay Educa
By virtue of our strategic partnership with Paraguay Educa, we carried on 6 educational
workshops named “EduJuegos” [Educational Games], with the purpose of developing
logical-mathematical thinking and improving the resolution of problems through games in a
collaborative environment. This is the second edition and it was innovative by centering its
theme on financial education, specifically on savings. 26 children of collaborators between
the ages of 7 and 14 years-old participated and used the XO laptop as an ally. The
workshops were made in the city of San Lorenzo.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
98
We got 374 donors since the beginning of the campaign in May, 2013.
We promote the improvement of health
We are a Center of Registration of organ donors
With the National Institute of Ablation and Transplants
In the framework of our campaign named “May Life Continue!” in 2013, we signed an
agreement with the National Institute of Ablation and Transplants through which we were
authorized to operate as a Center of Registration of Organ and Tissue Donors, according to
provisions of Law 1246/98. Through our Customer Service Centers throughout the country,
we get a national coverage in terms of points of registration. From the private sector, we
collaborate with the efforts of the National Institute of Ablation and Transplants to make
infrastructure and resources available to contribute to the increase of donors considering
this social need.
Cycling race to help children with heart conditions
With Fundación CECI
In commemoration of the “World Heart Day” and to raise funds for the comprehensive
treatment of all children with heart conditions in the Children Hospital of Acosta Ñu,
Fundación del Centro Especializado de Cardiología Infantil (Fundación CECI), organized
the cycling race “Copa CECI” in the Coastal Road of Asunción, with our support as a
company committed to the promotion of a healthy life and social responsibility. We put up
a stand for the registration of voluntary organ donors and control of blood pressure.
Basic health care services for 1,667 schoolchildren
We provided our support to Fundación Dequení with resources for basic health care
services, diagnosis, vaccination and nutritional supplements for 1,667 poor schoolchildren
in 2013, as an essential condition to comply with school demands through a participative
and self-managed process.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
99
We contribute to mitigate poverty
Access to houses: 65 families benefited by our constructions
With Techo Paraguay
As the official Bank of the Techo Paraguay organization, we are committed in the effort to
improve the quality of life of Paraguayan families. In 2013, under the “Those who need a
roof, need a lot more” campaign slogan, we built 65 emergency houses located in
settlements of Bañado Norte, Lambare, Luque, Ciudad del Este, Coronel Oviedo and
Cambyreta, with the work of more than 170 of our volunteers.
Logistics and volunteering for the “5 mil porunTecho” [5 thousand for a Roof]
fundraiser
The annual fundraiser of Techo Paraguay is a nation-wide event that has our logistic
support. Our Headquarters acted as the main command post, where donations were received
and counted and the results were told to the media.
We also had the voluntary help of collaborators in several points in the country to count
donations received through the money boxes. More than 3,000 young people got out to the
streets of Asuncion, Great Asuncion, Coronel Oviedo, Encarnacion, Ciudad del Este and
other cities with the purpose of pass on a positive attitude where each citizen is committed
with the objective of building a more just and inclusive country. The goal of the collection
was exceeded and the organization was a success!
4,286 families have been benefited since the beginning of the project in 2010 until
2013, 165 of which correspond to our corporate constructions.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
100
[Picture: The joy of solidarity]
63,183,170 kilos collected in 2013
Access to food: Food collection for homes, dinners and nurseries
With Fundación Banco de Alimentos
We were present one more year in the annual collection of Banco de Alimentos in
supermarkets of several locations in the country. It was a full day of voluntary work with
the objective of collecting non-perishable food for homes and shelters supported by Banco
de Alimentos. Around 3000 volunteers, 258 of which were our own, were present in 67
supermarkets in Asuncion and Central, and other 30 in the interior of the country. The
52,100 kilos of food of the previous edition were widely exceeded. “The dinner of the
chefs”, an annual event organized to benefit the foundation also received our support.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
101
We support social inclusion initiatives
Internal collection for inclusion opportunities
With FundaciónTeletón
In accordance with the mission of Fundación Teletón to build an inclusive society, we
delivered our corporate contribution to continue the development of an accessible national
system of rehabilitation that provides opportunities for children and adolescents of 0 to 18
years-old with disabilities. Our internal campaign allowed 1,561 collaborators to make their
donation, in addition to the institutional contribution, to the 2013 Telethon, whose cause
moves the entire country with its exemplary overcoming stories.
We awarded accessible stands for people with disabilities
In the Expo of Mariano Roque Alonso
As official Bank, we launched the “Expo 2013, con VisiónInclusiva y Sustentable” [Expo
2013, with Inclusive and Sustainable Vision] contest for our exhibitors, partnered with
Fundación Saraki and Fundación Moisés Bertoni. One of the subjects of the contest was
accessibility, consisting of the adaptation of the infrastructure and services for men and
women with disabilities. Some items under consideration by the Jury were ramps,
sidewalks in good conditions and without obstacles, proper signs and collaborators
prepared to take care of visitors with disabilities. Likewise, we had a “Day of Accessibility”
in our stand with kids to raise awareness on the subject of disability.
Promotion of inclusion experiences
With ParIgual and Tesape’a Paraguay
In 2013, we supported the “Luz, Cámara, Acción” [Lights, Camera, Action] awareness spot
competition of the ParIgual organization, which sought to raise awareness on the
importance of the inclusion of people with disabilities in society. In addition, our People
Management Manager shared the talk on “Effective labor inclusion” in the International
Congress of Employment and Disabilities organized by AsociaciónTesape‟a Paraguay,
which was attended by several organizations.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
102
We promote personal and professional development
Internships for students
With high schools and universities
By means of our internship program, we complement formal education with the experience
of business management. Students come from teaching institutions, whether they are
private, public or publicly subsidized, including Technical High Schools and Universities.
In several areas and the Customer Service Centers, we receive interns to whom we pass
useful knowledge for their development every year.
127 students made their internship in several areas of the Bank in 2013.
Advising entrepreneurs of “La Compañía” [The Company]
With Junior Achievement
Collaborators from several Customer Service Centers become advisors of young high
school students every year through the educational program “La Compañía”. Sharing
personal and professional experience, we complement the work of Junior Achievement in
the promotion of entrepreneurship from a very early age. In 2013, several companies we
advised were awarded and one of our collaborators was distinguished as “Distinguished
Advisor”.
2,183 young entrepreneurs were formed in 10 years.
Learning values in football fields
With Centro de Desarrollopara la Inteligencia [Center for the Development of
Intelligence]
The educational project “Partidi” [Game] is a learning through football program for
children and adolescents that takes advantage of the sport location (a field) to promote fun,
reflection and the practice of values. Schools, clubs and neighborhoods of San Lorenzo,
Asuncion, J.A. Saldivar, Bañado Sur, Chaco and Aregua were the platform for the
development of social skills such as the abilities for dialogue, listening and empathy.
2,552 children and adolescents from vulnerable areas were benefited with this
program in 2013.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
103
Visión Families spend time playing “Partidi” [Game]
With Centro de Desarrollopara la Inteligencia
Ciudad del Este was the venue of the “Partidi” program in 2013, joined and led by the team
of Centro de Desarrollopara la Inteligencia. The same program for communities was
followed but exclusively for 20 kids of our collaborators in Ciudad del Este. This allowed
families to spend time together for 6 days, develop thinking skills and practice values using
football.
Promoting integral leadership in young people
With Juventud Que se Mueve (JQM)
For the third consecutive year, we have supported the leadership program named
“PROtagonistas” [PROtagonists] of Juventud Que se Mueve (JQM), centered in the
integral formation of young people between the ages of 18 and 27 from nine departments of
the country that are in college. The theme is based on the development of tools and
knowledge of economics, politics, interpersonal development, ethics, entrepreneurship,
leadership, social development, incidence in public policies and themes proposed by the
group. In 2013, there were a total of 40 young people. Our Social Responsibility Manager
participated in one of the modules with the talk “Entrepreneurship with social value”.
We support the promotion of culture
With several communities
We participate in regional exhibits and craft fairs of commerce and production in the
interior of the country, such as Expo Santa Rita, Expo Canindeyu, Expo Curuguaty, Expo
Tobati, Expo Mariano Roque Alonso, among others. We have also supported several social
and cultural activities which requested our support as active members of communities, such
as the Festival of Chipa of Coronel Bogado, the San Juan Teeté Festival of Tobati, the
Festival of ChipaBarrero of Eusebio Ayala, the Festival of Ceramics and Crafts of Tobati,
community celebrations of children‟s day, among others.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
104
Close to the community through volunteering
Throughout the year, we promote and facilitate opportunities to participate in social and
environmental programs destined to support causes of several organizations and
foundations, to the benefit of better opportunities for the community that is close to us.
Beyond the economic support, our most valued contribution is the community service
through the talents, abilities and great enthusiasm of our people.
Largest company running for education
Like every year, we actively participate in “Corridapor la Solidaridad” [Race for
Solidarity], organized by Fundación Dequení in favor of the education of the children. For
the second consecutive year, from among the 2,000 participants, we got the first place in
the business category for the largest participation, a sign of the solidarity of our company.
In addition, collaborators who participated for the Bank got the first and third places in the
5k and 10k categories, respectively.
756 volunteers participated in several programs in 2013.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
105
Testimonies from our volunteers
“I could see, feel and share realities”
“I got to participate on three occasions in corporative constructions with Techo Paraguay
and each one had its particular story. I had several roles, even as team leader, a
responsibility I proudly took. With these experiences, I realized how blessed I am. From the
first time I built, I thought that it was even more gratifying for me than for the family,
because in addition to the help, I could see, feel, share and compare the realities, which
have very big gaps. With volunteering, we have the possibility to improve the quality of life
of others. We are the same people, we just had different opportunities”.
Rodrigo RiverosFeliú
Electronic Banking, Headquarters
“We need a society that acts, not one that claims”
“Being a part of the construction of Techo is a unique experience. To grow surrounded by a
community where needs abound caused me the wish to help and Visión gave me the
opportunity to show the sense of humanity with others, because we need a society that acts
instead of claiming poverty. There is no bigger satisfaction than sharing with each of these
people, give them a push to carry on, enter into their lives and offering them an
improvement. Thanks, Vision, for providing a dignified roof for thousands of families, and
thanks for giving me the opportunity to bring happiness to so many homes!”
Helen Alemán
Customer Service, Ita
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
106
“Every brick is hope”
“Through the construction with Habitat for Humanity, I got to see the progress of people
who can finally build their house. Participating in this stage of their lives brings such a
great satisfaction that it cannot be explained. It is gratifying to see how a family, with a lot
of effort, gets to overcome difficulties. As small as it seems, we make justice, because it is
one more family with a dignified home. We help for social development and we have the
opportunity to know more about the reality of our country, not being oblivious to it and
contributing a little to improve it. As the Habitat slogan says: „Every brick is hope‟. With
effort and solidarity, we can achieve great goals”.
Alejandra Mena
Contact Center, Asuncion
“We received unconditional support in Coronel Oviedo”
“Personally, it was a very emotional experience to help in the collection of Banco de
Alimentos. We received an unconditional support from all of the people of the city of
Coronel Oviedo, where everyone did their part. Visión gives us the opportunity to be
representatives in this type of charitable activities”.
Daniel López
Account Executive, Coronel Oviedo
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
107
“It was greatly satisfactory to devote my time to help”
“With the collection of Banco de Alimentos, we had the opportunity to raise awareness in
people on the importance of helping those in need. And what is a better place than a
supermarket, where numerous people go and contributing with a small or big contribution
for people who many times depend on human solidarity? It was very greatly satisfactory to
be able to devote my time to help people who really lack basic food for their home. I find it
good that the Bank supports charity activities as this contributes to our personal and human
knowledge towards solidarity”.
Cynthia Almirón
Commercial Support, Ciudad del Este
“We help to awaken the interest of entrepreneurs”
“We participate in the induction of companies in the Madre Mazzarello High School, where
the administration of small companies from young people who show us that there is no age
for entrepreneurship and to get far occurred with lots of enthusiasm, responsibility and
dedication. With this experience, each young people acquires values to be applied in
society betting on the economic and cultural development of the country. Helping to
awaken the interest of entrepreneurs gives us an immense satisfaction that motivates the
continuation of the “La Compañía” program of Junior Achievement with Visión”.
Emilce Oviedo
Manager, Minga Guazú
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
108
Our social investment
As we generate profits, we distribute them with well-defined criteria. The annual social
investment we make is an important contribution and a return to the society where we are
present.
Percentages of social investment in 2013
Education and entrepreneurship
Health
Mitigation of poverty
Culture
Environment
Detail of social investment in Guaranies in 2013
2013
%
Education and entrepreneurship
609,081,916
37
Health
102,985,636
6
497,614,327
30
Culture
124,584,183
8
Environment
298,745,823
18
Total 1,633,011,885
100
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
109
Comparison of percentage of social investment in 3 years
2011
2012
2013
Education and
entrepreneurship
Health
Mitigation of
poverty
Culture
Environment
Detail of social investment in guaranies in 3 years
2013
Education and
%
2012
%
2011
%
609,081,916
37
567,959,792
41
561,672,433
47
Health
102,985,636
6
90,000,000
7
66,674,402
6
497,614,327
30
430,685,112
31
326,879,182
28
Culture
124,584,183
8
185,948,423
14
65,173,927
5
Environment
298,745,823
18
95,595,903
7
166,009,633
14
100 1,186,409,577
100
entrepreneurship
1,633,011,885
100 1,370,189,230
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
110
We are one of the 20 largest taxpayers and we are committed to transparency and social
leadership
GOVERNMENT AND SOCIETY
The joy of cooperation
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
111
Our managerial approach on society
We are committed to the promotion of conditions that favor the sustainable development of
the country, both in the private and public sectors. This is why we participate in initiatives
that impact on the development of public policies, transparency and anticorruption and in
the strengthening of sustainable business management.
Social influence to improve the business climate
We are active members of each of the unions, organizations and networks we belong to,
with the responsible involvement of our executive representatives, seeking to improve the
business climate, share good practices and contribute together to the development of the
country. We participate in commissions and work groups related to the defense and
promotion of specific interests of our sector as well as ethical business principles.
We are part of the following organizations locally and globally: ASOBAN, Red del Pacto
Global en Paraguay [Global Compact Network in Paraguay], PactoÉticoComercial
[Business Ethical Pact] (PEC), Red de Microfinanzas [Micro-finances Network],
Asociación de EmpresariosCristianos [Association of Christian Entrepreneurs] (ADEC),
Desarrollo en Democracia [Development in Democracy] (DENDE), Instituto de
AdministraciónBancaria
[Institute
of
Banking
Administration]
(INABANC),
CámaraNacional de Comercio y Servicios del Paraguay [National Chamber of Commerce
and Services of Paraguay] (CNCSP), AsociaciónParaguayapara la Calidad [Paraguayan
Association for Quality] (APC), Federaciónpara la Producción, la Industria y el Comercio
[Federation for Production, Industry and Trade] (FEPRINCO).
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
112
[Picture: César Maidana – Compliance Officer]
Transparency, anticorruption and promotion of legality
Compliance Unit
In Visión Banco, we have a Compliance Unit, which carries on a preventive program that
sets out concepts, policies and proceedings that are necessary for the adequate
implementation and risk management of Money Laundering and Funding of Terrorism.
Support to the judicial public proceedings
The members of the Fourth Chamber of the Criminal Appeals Court in Asuncion received
the Award for Judicial Excellence, which is a recognition that the Semillaspor la
Democracia [Seeds for Democracy] organization grants every year to judges and judiciary
officers who have shown an ethical and efficient management of their duties to highlight
positive aspects of the administration of justice. The initiative was supported by us. The
awarded chamber is presided by Judges Arnulfo Arias, EmilianoRolón and Carlos Ortiz
Barrios. The secretariat officers, auxiliaries, reporters and typists also received recognition
for the work.
The results of the evaluation were based on seven assessed indicators: Statistics, Public
Service, Polls, Filing of Sworn Statements of Assets, Record, Ethical Analysis and Legal
Quality and the analysis of a group of expert, renowned attorneys and the jury, comprised
by three members of different sectors of society: a journalist, a Doctor in Philosophy and
the Minister of the National Secretariat of Culture.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
113
[Picture: Carlos Arias –Services Manager]
Services to State operations
We provide collection services so that taxpayers and consumers can pay their taxes and
public services (ANDE, COPACO, ESSAP) through all of our channels, distributed across
the country, including Visión Online and VisiónMóvil. In this way, we make a concrete
contribution to transparency and anticorruption.
Some of the services provided are:

Ministry of Finance: we are one of the main tax collectors of taxes with more than
100,000 monthly transactions between Tax Returns and payments through our
registers and Visión Online.

National Directorate for Customs: we provide the service of payment of customs
duties through our registers and Visión Online, such as customs deposits, VAT
deposits of customs officers, deposits of files and deposits of I.T. canon.

Instituto de Previsión Social [Social Security Institute]: we provide the service of
collection
of
Employee-Employer
Contributions
and
Domestic
Insurance
Contribution through our registers and Visión Online. We provide the service of
payments to retired people, those with medical leave and payment of wages to
employees.

Judicial Branch: we provide the service of collection of judicial fees through our
registers and Visión Online.

Ministry of Industry and Trade: we provide the service of collection of export fees
for the Ministry of Industry and Trade, along with VentanillaÚnica de Exportador
[Single Window for Export] (VUE).
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
114
Alliance with the SNPP for professional education
We have signed a cooperation agreement with the National Service of Professional
Promotion (SNPP, in Spanish) to benefit students and graduates of several educational
fields and professional training courses offered by the SNPP, with the objective of
promoting better conditions in the field of professional education, which impact on the
integral development of the country.
The SNPP included contents of financial education, provided by us as a transversal
component for several classes, and it also provides pertinent information that helps to
improve the management of personal finances for instructors, students and employees of
the institution.
In this way, we encourage the promotion of work competencies and, in particular, the
organization, technology, entrepreneurship and business through our partnership with a
public institution.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
115
Recognition to journalists who promote child rights
Our commitment as a “Friendly to Children Company”, a recognition granted by Global
Infancia, is reflected in the support of initiatives that contribute to the quantitative and
qualitative increase in the debate of the rights of children and adolescents in the public
agenda.
We sponsored the ninth edition of the “Friendly to Children and Adolescents Journalists”
recognition, granted by Agencia Global de Noticias, who partnered with us to promote
Child Rights. The objective of this event is to grant a recognition to communication
professionals (TV, written media and radio) who remarkably contribute forming a critical
and respectful public opinion on child rights.
This program contributes to strengthening the skills of journalists in the use of adequate
terminology and diversity of sources; the journalistic approach with a focus on complaints
or solution; contextualization of information through the reference to laws, public policies
and statistical information; gender and ethnic approach; quality, quantity and emphasis of
journalistic reports; the commitment and social sensibility shown by professionals; and the
effort invested in their education and professionalization in the subject of children.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
116
Supporting the work of the Ministry of Education and Culture with “Juntos por la
Educación” [Together for Education]
We seek to actively participate in educational policies and practices, in a way to make them
true State policies. In this way, as a private company, we have joint efforts of the Ministry
of Education and Culture (MEC) and the civil society, in such an important cause as the
quality of education. This is why we supported the efforts of the “Juntospor la Educación”
organization, which has the main objective of impacting on public policies and improving
the quality of the education in the country.
Our support to this initiative included the active participation in the executive council and
other actions like the donation of 3,387 textbooks to four schools in the cities of Loreto and
Curuguaty in the framework of a joint campaign with the “Juntospor la Educación”
organization.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
117
Our certified carbon footprint measurement amounts to 9,449 tons of CO2, that is why we
are making a big effort aimed at reducing and compensating the same.
ENVIRONMENT
The joy of being sustainable
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
118
Our managerial approach on the environment
We have undertaken the commitment to look after the impact of our actions on the
environment and our managerial approach is centered on the adequate administration of the
supplies we use in our operations.
The efficiency in the effective control of supplies and the impact of our management can
only be achieved raising awareness and with the commitment of our collaborators and the
targeted public we are related to. Therefore, the education in environmental responsibility is
also part of our environmental strategy and managerial approach, as we are aware of our
responsibility to present and future generations.
Measures to manage environmental performance
Main aspects of our environmental policy
The implementation of our environmental policy reflects the commitment of the senior
management and our more than 2,100 collaborators to our environmental management. The
main criteria of the policy include the following aspects:

Protecting the environment.

Preventing environmental pollution.

Improving our system of environmental management.

Promoting environmental education.

Complying with environmental regulations.

Using natural resources efficiently.

Reducing solid wastes, emissions, noises and residual water.

Considering environmental criteria in the risk analysis.

Acting towards projects of environmental conservation.

Supporting investigations and training on environmental problems.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
119
Social and environmental risks management system
We are committed to make all of our products, services and processes comply with legal
regulations in force, those set out by our organization (Environmental Management Plan,
Environmental Policy and others), as well as the quality requirements of other regulations
we might adhere to in the future.
With the intention of moving forward with the improvement of our processes, we started
the design, development and implementation of an Environmental and Social Risks
Management System in 2013. We made preliminary works that allowed us to improve the
classification of our portfolio and the definition of the proceedings to be followed. This
system will allow the classification considering our risks as a Bank and the impacts
associated to the activities of the clients.
Classification model of the Environmental and Social Risks Management System
Without Evaluation
Total risk
Big companies
Basic evaluation
Medium companies
Intensive evaluation
Small companies
Low
Medium
High
Category of environmental and social risk
Big companies: > PYG 1,000m
Medium companies: PYG 250m – 1,000m
Small companies: PYG 100m – 250m
Compliance with local environmental regulations
We have an environmental license issued by the Secretariat of Environment. We have not
been fined nor sanctioned for noncompliance to legal regulations in 2013.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
120
[Picture: René Palacios –Environmental Management Manager]
Management of supplies used for our operations
PAPER
Efficient management
In 2013, we had very good results in the reuse and recycle of sheets, thanks to the
participation of a significant portion of the collaborators of the Bank.
Type of action
Notepads
Reuse of sheets
Number of sheets
1,451
145,100
-
125,510
Reuse of envelopes
ENERGY
Pointing out to a more efficient use
Energetic use is an important component of our carbon footprint, according to data obtained
from a measurement. Although we use low-energy light bulbs and LED reflectors in the
Headquarters, we have to focus on initiatives that allow us to maintain the usage level and
set out goals to reduce or improve the use in our facilities.
Improving the efficiency in the use of the refrigeration system is also a relevant factor to be
considered in our management.
WATER
500,000 liters of water saved in ecological car-washing.
Even though it is not a factor that weighs in our footprint, we have managed to get an
improvement in the efficient use of this resource, due to the implementation of certain
initiatives as the ecological car-washing, which implies less volume of water and
biodegradable cleaning products. According to our records and the estimated calculation of
water used to wash every vehicle, we estimate that we saved 500,000 liters of water in
2013.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
121
Management of the impact of our operations on the environment
Second certified measurement of our carbon footprint
The results of this second measurement indicate that in one year, there were approximately
9,449 tons of CO2 equivalent in the Headquarters and 89 Customer Service Centers, of
which 1982.59 correspond to the Headquarters and 7,467 to the 89 Customer Service
Centers. The increase in the emissions is due to opening all of the departments of the
venues, the constant growth, a better record of the movement of the fleet of vehicles and a
finest measurement of the emissions of the Customer Service Centers.
Results in percentage of the second measurement for the Headquarters and the
Customer Service Centers
Customer Service Centers
Headquarters
Use of energy is still the most important factor in the carbon footprint
TIC energy
Air conditioning energy
Lighting energy
Other types of energy
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
122
Detail of CO2 equivalent in tons
0.1 tons
1 ton
7 tons
Electric energy
Trash and recycling
Cleaning and hygiene
Others (coffee, sugar, etc.)
45 tons
Differences per type of emission between both measured periods (increase, reduction,
maintenance)
Type of emission
Electric energy
First measurement
Second measurement
736
Variation

1.022
35
21 
Trash and recycling
2
1.6 
Mobility: Corporate (plane)
5
17

Mobility: Owned fleet
102
477

Mobility: Collaborators
218
245

Water and oil derivatives
Cleaning and hygiene
51
43 
Office supplies
21
5 
Others (coffee, sugar, etc.)
Printed materials
Total
2
2
137 
182
1,354
 Increased
=
1,983
 Dropped
= It was maintained
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
123
Innovation of products and services oriented to positive social and environmental
impact
Products and services for Sanitation Councils
We innovate in financial services with social and environmental impact, considering in our
business policy, the councils and water managements as credit subjects with the objective
of strengthening these organizations promoting sustainability, improving access to water,
the extension of networks of distribution, administrative modernization, drilling of wells,
building and installing tanks, reservoirs, purchasing and installing water meters and other
interesting investments for councils.
The table shows the balances of the different services used by Sanitation Councils as
of December of 2013.
Number of
councils*
Amount
Demand
Term savings
savings deposit
deposit
Checking
Loans
Total
account
18
1
9
7
21
129,629,520
30,000,000
516,606,775
180,816,647
857,052,942
1,192,508,461
Tobati Council**
1,192,508,461
Some Councils have more than one product or service. For example, one Checking
Account and Loan, or Savings Account and Loan.
The Tobati Sanitation Council agreed to special funding in terms of amount and term.
Green is better
Thanks to a partnership with the Green is Better food place, customers of Visión Banco
have access to healthy foods offered by this company through their credit cards. As an
added value, bicycles are available to ride for half an hour in the nearby blocks promoting a
healthy life and environment-friendly practices.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
124
Management of paper waste
We have continued our partnership with the GEAM organization for its PROCICLA
project, which consists in setting out a process of integral management of urban solid
waste, from its separation in the place of origin (the Bank), differentiated recollection,
separation of recyclables and trade for industrial recycling.
We have delivered a total of 10,045 kilos of sheets and cardboards for recycling in 2013.
6-year comparative table
Materials given to PROCICLA in kg.
2008
Printed white paper
12,354
8,856
3,919
4,426
4,472
3,616
Colored paper
7,410
6,825
11,830
13,923
2,035
4,195
Cardboard
2,130
1,132
1,043
1,402
2,369
2,234
Total given
21,894
16,813
16,792
19,751
8,876
10,045
Total 2013
2009
2010
2011
2012
2013
10,045
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
125
Education in environmental responsibility
Main educational initiatives and sensitization
Broadcasting and promoting environmental good practices
Special dates
Environment Day, Earth Day, Water Day, Tree Day, Forrest Day and Protected Wildlife
Area Day are important opportunities to promote taking care of the environment, which is
why we issued information to collaborators and followers in social networks to continue
with our programs of raising awareness and environmental education.
Special events
We launched a friendly, inclusive and sustainable stand
Made with recycled pallets with messages in braille and a ramp for people with disabilities,
we changed the format of our stand for the main events in which our brand was present.
We measured the ecological footprint of the participants of the Corporate Social
Responsibility Congress
In a pioneering way in a national event, our stand in the V Congress of Corporate Social
Responsibility of ADEC offered to measure the individual ecological footprint alongside
GreenLab and ADEC, so that participants can know their environmental impact. The
general average was of 2.2 planets (1 planet is ideal). Besides, we delivered a notepad with
recycled sheets with tips to reduce the ecological footprint.
“Environment Day” in the Expo
For the third consecutive year, we actively participated in the Expo of Mariano Roque
Alonso promoting the “Environment Day”, in collaboration with FundaciónMoisésBertoni,
AsociaciónGuyra Paraguay and the Partidí program. 100 students participated in talks about
recycling, migrating birds and savings.
We awarded the most inclusive and sustainable stands
In the mission of promoting businesses with good economic, social and environmental
practices, as official bank of the Expo, we organized the “Expo 2013, con VisiónInclusiva y
Sustentable” [Expo 2013 with Inclusive and Sustainable Vision]. The consideration of
environmental criteria for the installation, presentation of products and performance of the
stands of companies and organizations were assessed.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
126
Commitment to environmental challenges of the country
We collected 3,000 signatures for the Zero Deforestation Law
Between collaborators and customers, we got to collect 3,000 signatures for the campaign
in favor of the enforcement of Law No. 2524/04 “Of prohibition of transformative activities
and conversion of areas covered by woods in the Eastern Region”. We celebrated the
decision of the Paraguayan Senate to extend it for 5 more years.
“Yo protejo Mbaracayú” [I protect Mbaracayu]
We supported Fundación Moisés Bertoni‟s campaign to collect signatures in defense of the
Mbaracayu Reserve, a Canindeyu heritage site that was infringed by people who destroyed
part of its woods. Thanks to institutional mobilization, we got to collect signatures and
pictures of 40 Customer Service Centers with messages that caused a positive impact on
our social networks.
We supported training on laws related to Lake Ypacarai
By virtue of an agreement with the San Bernardino Water Council, more than 130 people
participated in open training courses on environmental legislation applicable to the Lake
Ypacarai basin. The reason was the alarming level of pollution of the waters, attributed to
several factors like noncompliance and lack of enforcement of environmental laws in force
in the country.
First training courses on social and environmental risks in the country
As part of the initiatives of the Sustainable Finances Roundtable, two environmental and
social risk analysis workshops were made in 2013 (the first ones in the country) for the 4
banks that comprise the Roundtable and their guests, with specialists of the Eco-Banking
project, the Finance Initiative of the United Nations Environment Program (UNEP-FI) and
INCAE. 70 executives of different financial institutions in total have already been trained
with these workshops.
Also, more than 100 agro-livestock producers participated in talks in Expo Santa Rita on
“Sustainability of agribusiness”, and in the Expo of Mariano Roque Alonso on “Financial
mechanisms for the conservation of forests in Chaco”.
We presided over the Sustainable Finances Roundtable of Paraguay
With the objective of promoting the development of better environmental and social
practices in the banking sector in our country, four leading financial institutions in
Paraguay (Visión Banco S.A.E.C.A., Sudameris Bank S.A.E.C.A., Banco Continental
S.A.E.C.A., Banco Regional S.A.E.C.A.) joined to integrate the Sustainable Finances
Roundtable of Paraguay. It was officially introduced in June of 2013 and has the support of
The Netherlands Development Bank (FMO).
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
127
UNEP – Finance Initiative
Innovative financing for sustainability
Active members of UNEP-FI
We are the first national bank adhered to the Finance Initiative of the United Nations
Environment Program (UNEP-FI). This is an initiative of the financial sector where
subjects related to sustainable finances are discussed. It is a stage where we have the
opportunity to know experiences and initiatives of other institutions in a global-level,
accessing training and sharing experiences of what we have been doing in terms of more
sustainable businesses.
Other initiatives

520 kg of batteries collected with our “Ponetelaspilas” [Put the batteries on]
campaign.

We share our environmental management model in the Environmental Roundtable
of Global Compact Paraguay.

We were interviewed by specialized magazines in social and sustainable
responsibility.

We made social and environmental reports on our management, directed to several
institutions like Bamboo Finance, CYRANO Management, OIKO Credit, FMO,
Mix Market, Micro Vest IFC and others.

We supported the IV Latin American Meeting on Community Water Management
(Fundación Avina).

We supported the II Paraguayan Congress on Natural Resources and Sustainable
Development (Fundación Moisés Bertoni).
Environmental Investment
Concept
Equipment with energy savings settings (computers, air conditioners,
printers)
Other equipment with efficient use of energy (air conditioners, lowenergy lamps)
Process of certification in environmental management – ISO 14001
Norm
Paper recycling program
Environmental education program
Measurement/update on the carbon footprint
Plan to compensate CO2 emissions
Amount in 2013
163,255,500
384,140,000
37,924,800
20,036,000
12,000,000
16,000,000
103,000,000
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
128
Our increase in assets by 21.30% in 2013 ratifies our sustained growth.
Finance and Money Table Area
ECONOMIC PERFORMANCE
The joy of growing
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
129
Economic Value Added (EVA)
We have played an active role in the economic and social development of the country,
becoming a key player in the creation of value for all stakeholders, which includes
collaborators, customers, shareholders, suppliers, the Government, the communities and the
society in general.
Below is the report on our contribution to the generation of added value and the distribution
among its interest groups. This information corresponding to the last 5 years is strictly
aligned with the financial statements for the relevant periods.
EVA’s summary (5 years)
EVA‟ Summary (5 years)
Economic Value Generated
(EVG)
Economic Value Distributed
(EVD)
Economic Value Retained
(EVR=EVG-EVD)
2009
2010
2011
2012
2013
181,861
261,978
351,126
480,484
585,312
158,010
222,234
286,583
393,645
456,829
23,852
39,744
64,543
86,839
128,483
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
130
Economic Value Generated and Distributed
(millions of
Gs)
2008
(millions of
Gs)
2009
(millions of
Gs)
2010
(millions of
Gs)
2011
(millions of
Gs)
2012
(millions of
Gs)
2013
91,994
138,357
181,861
261,978
351,126
480,484
585,312
67,766
17,476
0
7,281
-528
100,991
22,044
0
10,904
4,418
139,513
30,422
0
11,741
185
199,287
43,493
0
19,240
-42
258,638
51,264
0
36,758
4,466
330,638
90,522
0
55,866
3,458
390,145
118,005
0
62,440
14,722
456,829
77,173
119,820
158,010
222,234
286,583
393,645
456,829
12,362
0
24,421
0
25,904
0
35,505
0
37,473
0
47,112
0
56,706
0
27,151
38,901
57,861
84,721
113,909
162,708
190,692
3,451
33,711
5,231
50,817
6,516
66,975
9,323
91,920
10,511
123,313
13,271
169,297
17,150
190,678
498
449
754
766
1,376
1,257
1,603
14,821
18,537
23,852
39,744
64,543
86,839
128,483
11,163
3,658
11,526
7,011
16,437
7,415
29,521
10,223
53,796
10,746
73,424
13,415
112,194
16,289
2007
Economic Value Generated
(EVG)
Intermediation Margin
Net Commissions
Insurance Activity
Other Ordinary Income (1)
Other net loss/profit
Economic Value Distributed
(EVD)
Shareholders: dividends
Result attributed to the minority
Suppliers and other
administration expenses
(excluding salaries and wages)
Partnership: Taxes
Employees: Personnel Expenses
Community Contribution:
Resources Directed
(-) Economic Value Retained
(EVR=EVG-EVD)
Provisions and Amortizations (2)
Reserves
Value Distributed, Year 2013 (in millions of G.)
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
131
Value Distributed, Year 2013 (in percentages)
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
132
Economic Value Distributed (EVD)
Suppliers
This item‟s distribution is related to those costs that are necessary for the development of
the Bank‟s operations. Our suppliers are national and the vast majority are SMEs, so we
consider that the value added in this segment helps develop small and medium enterprises
in our country.
Collaborators
It basically refers to remunerations and benefits for collaborators. This investment is related
to the development of our collaborators to strengthen their professional skills and
employability, access to healthcare, integration activities and quality of life as well as their
economic development and that of their families through employment generation for more
than 2,100 employees.
Government
It basically refers to the payment of tax liabilities to the Government. Paying taxes is a civic
obligation that adds value through actions taken by the Government in building public
value.
Community
We have forged alliances with various organizations that aim to generate social value for
the community, such as Centro para el Desarrollo de la Inteligencia (CDI), Fundación
Teletón [Foundation], Fundación en Alianza [Foundation], Fundación
Dequení
[Foundation], Paraguay Educa [Foundation], Techo Paraguay [Foundation], Junior
Achievement and Fundación Moisés Bertoni [Foundation], and other projects which are
aimed at contributing to the social development of the communities where we operate.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
133
The General Balance Sheet
Year 2012
%
Visión G.
() System G.
Total Assets
60,423,147
100%
3,543,378
Total Loans
44,582,368
100%
2,519,447
Total Deposits
38,492,182
100%
2,621,655
Stockholders‟ Equity
6,952,696
100%
314,687
Capital
3,333,227
100%
186,513
(*) Excludes Banco Nacional de Fomento (National Development Bank)
%
5.86%
6.55%
5.88%
4.53%
5.60%
Standing
6
5
6
7
7
Year 2013
%
Visión G.
() System G.
Total Assets
76,082,240
100%
4,298,074
Total Loans
47,552,631
100%
2,966,961
Total Deposits
54,929,105
100%
3,204,643
Stockholders‟ Equity
8,018,592
100%
402,406
Capital
3,850,404
100%
244,441
(*) Excludes Banco Nacional de Fomento (National Development Bank)
%
5.65%
5.40%
6.74%
5.02%
6.35%
Standing
5
5
5
7
6
Senior Managers
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
134
STATEMENT OF FINANCIAL POSITION AS OF DECEMBER 31 ST, 2013
VISION BANCO SOCIEDAD ANONIMA EMISORA DE CAPITAL ABIERTO
Statement of Financial Position as of December 31st, 2013
Displayed in a comparative manner along with that of the previous financial year
(Expressed in Guaraníes)
ASSETS
12.31.2013
12.31.2012
AVAILABLE (Cash and Banks)
Cash
301,708,350,808
289,206,698,648
Central Bank of Paraguay (Note c.17)
409,119,422,362
319,121,092,793
Other Financial Institutions
125,396,472,850
119,270,097,065
Debtors as a result of accrued financial products
478,982,936
420,451,385
(Provisions) (Note c.6)
(44,514,980)
(1,184,311)
836,658,713,976
728,017,155,250
228,884,494,483
40,657,648,016
PUBLIC AND PRIVATE SECURITIES (Note c.3)
Central Bank of Paraguay - Guarantee
Fund
Deposits - Other Financial Institutions
Correspondents accepting LC
Loans from financial organizations and
entities
Creditors as a result of accrued financial
charges
48,331,620,356
1,745,715
3,174,838,521
51,508,204,591
MISCELLANEOUS LOANS (Note c.5.5)
12.31.2012
3,600,712,956
375,737,561,401
-
2,943,858,784
210,054,216,102
663,375,398
486,589,853,634
419,483,543,161
19,456,044,231
17,934,860,085
885,384,172,222
651,079,853,530
48,455,624,900
3,079,345
3,408,365,906
2,540,196,703,396
2,142,841,151,395
266,667,101,571
250,948,179,661
129,399,950,000
107,186,880,000
51,867,070,151
4,838,400,168
1,986,652,495
35,834,837,298
36,665,836,227
2,976,936,992,433
2,539,628,699,778
Tax and social creditors
2,353,801,266
1,559,312,906
Other sundry obligations
25,097,761,043
30,772,601,191
27,451,562,309
32,331,914,097
5,896,142,474
5,651,425,108
3,895,668,869,438
3,228,691,892,513
234,428,255,298
176,648,155,298
928,044,702
928,044,702
Deposits - Private Sector
Deposits -Public Sector
Obligations or debentures and outstanding
bonds issued (Note c.10)
Other obligations due to fin. Interm
Creditors as a result of accrued financial
charges
CURRENT LOANS AS A RESULT OF FINANCIAL
INTERMEDIATION - NON-FINANCIAL SECTOR (Note
c.5.2)
Loans
12.31.2013
OBLIGATIONS AS A RESULT OF
FINANCIAL INTERMEDIATION - NONFINANCIAL SECTOR (Note c.13)
CURRENT LOANS AS A RESULT OF FINANCIAL
INTERMEDIATION - FINANCIAL SECTOR (Note c.5.1)
Placements
Loans used in current accounts
LIABILITIES
OBLIGATIONS AS A RESULT OF
FINANCIAL INTERMEDIATION FINANCIAL SECTOR (Note c.13)
2,937,125,077,085
2,483,780,775,197
63,714,199,956
58,636,202,751
(49,144,543,112)
(25.087,245,687)
2,951,694,733,929
2,517,329,732,261
48,202,435,302
SUNDRY OBLIGATIONS
46,831,297,261
PROVISIONS
PAST DUE LOANS AS A RESULT OF FINANCIAL
TOTAL, LIABILITIES
INTERMEDIATION (Note c.5.3)
Non-financial sector - non-public sector
81,291,503,274
68,709,888,423
3,199,827,882
3,324,771,261
(Unearned Revenues due to valuation)
(380,442,614)
(74,410,803)
(50,264,072,203)
(55,736,825,290)
33,846,815,339
16,223,423,591
(Provisions)(Note c.6)
INVESTMENTS (Note c.7)
Goods received as a recovery of loans
Investments in securities issued by
the Private sector - Variable Income (Note b.4)
Estates for sale
1,929,532,463
2,186,116,964
6,650,000,000
6,650,000,000
30,269,712
30,269,712
(202,605,409)
(465,110,043)
8,407,196,766
8,404,276,633
FIXED ASSETS (Note c.8)
Own
DEFERRED CHARGES (Note c.9)
TOTAL, ASSETS
109,288,136,759
106,818,537,394
29,583,734,469
27,232,280,615
4,298,074,466,614
3,543,378,421,172
EQUITY (Note D)
PAID-UP CAPITAL (Note
b.5)
SECONDARY CAPITAL (Note b.5)
NON-CAPITALIZED CONTRIBUTIONS ISSUE PREMIUM
9,084,201,862
8,936,411,862
EQUITY'S ADJUSTMENTS
22,319,918,228
18,410,785,897
LEGAL RESERVE
62,650,748,180
49,235,521,458
-
-
2013
2012
16,288,511,619
13,415,226,722
-
1,091,983,562
271,590,000
242,883,616
543,180,000
485,767,233
1,622,500,000
1,626,945,205
1,155,000,000
1,158,164,384
271,590,000
242,883,616
2,310,000,000
2,783,000,000
2,316,328,767
2,790,624,658
4,527,771,690
365,626,800
1,908,053,219
-
41,313,232,377
36,791,174,879
72,994,428,906
60,527,609,442
402,405,597,176
314,686,528,659
4,298,074,466,614
3,543,378,421,172
CUMULATIVE RESULTS
YEAR'S RESULTS
For Legal Reserves
Net Amount to be distributed - preferred
stocks "A"
stocks "B"
stocks "C"
stocks "D"
stocks "E"
stocks "F"
stocks "G"
stocks "H"
stocks "I"
stocks "J"
Net Amount to be distributed - common
stocks
Total , equity
TOTAL, LIABILITIES AND EQUITY
135
CONTINGENCY AND MEMORANDA ACCOUNTS
Loans to be used through cards
Other lines agreed
Total, contingency accounts (Note E)
Total, memoranda accounts (Note I)
124,452,129,149
40,265,535,939
164,717,665,088
1,988,679,307,613
92,442,206,576
29,996,234,377
122,438,440,953
1,740,306,471,640
The attached notes A to J are part of these financial statements.
Signature
LILIANA SAMUDIO
Accountant General
VISIÓN BANCO S.A.E.C.A.
Signature
CÉSAR PAPPALARDO
Regular Trustee
Signature
JULIO JACQUET
Vice - President
Signature
Luis Maldonado Renault
President
136
VISION BANCO SOCIEDAD ANONIMA EMISORA DE CAPITAL ABIERTO
EARNINGS STATEMENT FOR THE FINANCIAL YEAR ENDED DECEMBER 31st, 2013
Displayed in a comparative manner along with that of the previous financial year (Expressed in Guaraníes)
12.31.2013
12.31.2012
15,047,512,650
9,836,573,162
593,347,812,306
5,599,295,759
9,006,426,132
515,178,534,313
2,153,185,869
5,995,941,981
3,292,997,673
626,294,044,520
533,164,235,325
(60,501,392,043)
(172,354,474,579)
(37,142,683,817)
(165,383,360,580)
(232,855,866,622)
(26,377,951,504)
(228,903,995,901)
393,438,177,898
304,260,239,424
(113,843,275,900)
5,262,488,337
(3,613,616,325)
(112,194,403,888)
(79,675,728,058)
6,511,921,271
(260,169,710)
(73,423,976,497)
281,243,774,010
230,836,262,927
130,495,056,473
(12,490,510,942)
118,004,545,531
101,543,701,128
(11,021,757,149)
90,521,943,979
399,248,319,541
321,358,206,906
48,470,191,747
13,635,490,313
40,941,950,584
14,537,485,657
334,209,189
62,439,891,249
25,977,359,384
386,643,449
81,843,439,074
(190,678,337,805)
(131,253,031,055)
(17,979,952,202)
(10,618,041,689)
(169,297,100,454)
(117,712,756,261)
(16,065,928,168)
(5,761,559,984)
(2,432,257,766)
(38,713,365,922)
(391,674,986,439)
70,013,224,351
(31,146,643,121)
(339,983,987,988)
63,217,657,992
14,600,274,252
(1,678,607,203)
12,921,667,049
7,758,634,213
(3,253,950,410)
4,504,683,803
122,330,132
(1,614,663,435)
(1,492,333,303)
136,766,264
(782,974,448)
(646,208,184)
YEAR'S PROFIT BEFORE INCOME TAX
81,442,558,097
67,076,133,611
INCOME TAX (note f.5)
(8,448,129,191)
(6,548,524,169)
YEAR'S PROFIT
72,994,428,906
60,527,609,442
16.460
16.460
14.750
14.000
16.460
17.500
11.500
13.721
7.542
36.301
18,049
14,720
14,720
14,790
14,038
14,720
17,548
11,532
2,289
39.858
FINANCIAL EARNINGS
From current loans through financial intermediation - Financial sector
From current loans through financial intermediation - Non-financial
sector
From past due loans through financial intermediation
From Income and price difference of Public Securities
From Valuation of financial assets and liabilities in foreign currency – net
(Note f.2)
FINANCIAL LOSSES
From Obligations - Financial sector
From Obligations - Non-financial sector
From Valuation of financial assets and liabilities in foreign currency – net
(Note f.2)
FINANCIAL RESULT BEFORE PROVISIONS - EARNINGS
PROVISIONS
Constitution of Provisions (Note C.6)
Release of Provisions (Note C.6)
Losses as a result of releases on loans
FINANCIAL RESULT AFTER PROVISIONS - EARNINGS
RESULT FROM SERVICES
Earnings from services
Losses from services
GROSS RESULT- EARNINGS
OTHER OPERATING EARNINGS
Earnings from miscellaneous loans (Note f.3)
Others (Note f.4)
From valuation of other assets and liabilities in foreign currency – net
(Note f.2)
Administration of trusts
OTHER OPERATING LOSSES
Payment to the personnel and social charges
General Expenses
Depreciation of fixed assets
Amortizations of deferred charges
As result of Valuation of other assets and liabilities in foreign currencynet (Note f.2)
Others (Note f.4)
NET OPERATING RESULT
EXTRAORDINARY RESULTS
Extraordinary Earnings
Extraordinary Losses
ADJUSTMENTS OF RESULTS OF PREVIOUS YEARS
Earnings of previous years
Losses of previous years
RESULT BY STOCK
Preferred stocks, class "A"
Preferred stocks, class "B"
Preferred stocks, class "C"
Preferred stocks, class "D"
Preferred stocks, class "E"
Preferred stocks, class "F"
Preferred stocks, class "G"
Preferred stocks, class "H"
Preferred stocks, class "I"
Preferred stocks, class "J"
Common Stocks
The attached notes A to J are part of these financial statements.
Signature
LILIANA SAMUDIO
Accountant General
VISIÓN BANCO S.A.E.C.A.
Signature
CÉSAR PAPPALARDO
Regular Trustee
Signature
JULIO JACQUET
Vice - President
Signature
Luis Maldonado Renault
President
137
Report of the Auditors
PWC
REPORT OF THE INDEPENDENT AUDITORS
February 28th 2014
To the attention of the President and Directors of
Visión Banco S.A.E.C.A.
We have analyzed the attached financial statements of Visión Banco S.A.E.C.A. (“the Entity”),
which include the statement of financial position as of December 31st, 2013 and the corresponding
earnings statement, the statement of changes in shareholders’ equity and the cash flow statement for
the financial year ended on that date. The financial statements of Visión Banco S.A.E.C.A. as of
December 31st, 2012 were audited by other auditors; whose report dated February 25th, 2013
contained an unqualified opinion thereon.
Management’s Responsibility for the financial statements
The Entity’s Management is in charge of preparing and presenting in a proper manner the aforesaid
financial statements in accordance with accounting standards, valuation and risk classification
criteria and submission standards set forth by the Central Bank of Paraguay, the accounting system
for issuing companies set forth by the National Commission of Securities and financial information
standards set out by the Council of Chartered Accountants of Paraguay.
This responsibility includes designing, implementing and maintaining internal control relevant to
the preparation and fair presentation of the financial statements that are free from material
misstatement, whether due to fraud or error, selecting and implementing appropriate accounting
policies and making accounting estimates that are reasonable in the circumstances.
Auditor’s Responsibility
Our responsibility consists of expressing an opinion on the above mentioned financial statements
based on our audit.
Scope of the work
We conducted our audit in accordance with audit regulations issued by the Council of Chartered
Accountants of Paraguay and independent audit standards set forth by the Superintendency of
Banks of the Central Bank of Paraguay. Our audit is also based on regulations issued by the
National Commission of Securities, which are applied to conduct an audit of financial statements.
Such regulations require us to comply with ethical requirements, plan and perform the audit to
obtain reasonable assurance as to whether the financial statements are free from material
misstatement. An audit involves performing procedures to obtain audit evidence about figures and
disclosures in the financial statements. The procedures selected depend upon the auditor’s
professional judgment, including assessment of the risks of material misstatement of the financial
statements, whether due to fraud or error. In making those risk assessments, the auditor considers
the relevant internal control related to the preparation and fair presentation of the financial
statements, in order to select audit procedures that are appropriate in the circumstances, but he does
not conduct an assessment of the internal control in order to express an opinion on its effectiveness.
PrivewaterhouseCoopers, General Díaz 521, Edif. Internacional Faro, Piso 6º, Asunción, Paraguay.
T.: +595(21)418-8000, F.: +595(21)418-8005, www.pwc.com/py
©2014 PricewaterhouseCoopers. All rights reserved. PricewaterhouseCoopers refers herein to the Paraguayan civil society called
PricewaterhouseCoopers.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
138
An audit also includes evaluating the appropriateness of accounting policies used and the
reasonableness of accounting estimates made by the Management of the Entity, as well as
evaluating the overall presentation of the financial statements. We consider that the audit evidence
that we have obtained is sufficient and appropriate to issue our audit opinion.
Opinion
In our opinion, the attached financial statements contain in a reasonable manner, regarding all
relevant aspects, the financial position of the Entity as of December 31st, 2013, the results
(profit/loss) of its operations, the changes in shareholders’ equity as well as the cash flows for the
year ended on such date, in accordance with accounting standards, valuation and risk classification
criteria and submission standards set forth by the Central Bank of Paraguay, the accounting system
for issuing companies set forth by the National Commission of Securities and financial information
standards set out by the Council of Chartered Accountants of Paraguay.
PricewaterhouseCoopers
Signature
E. Rubén Taboada R. (Partner)
Council of Chartered Accountants of Paraguay
Public Accountant License Type “A” No. 8.
Professional Signatures Registry No. 2
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
139
Assets
2013 showed a moderate growth in terms of total assets (21.30%). Despite the fact
that the local economy has proven to be strong on the macroeconomic front, it
presented weaknesses as evidenced in a generalized decline in consumption and
demand levels for financial services. However, the performance of the loan portfolio
was in line with the Bank's strategy, as reflected in the intermediation index
(68.67%), which remained on average levels as compared to previous years.
Assets’ Evolution (In percentages)
2012
2013
Cash and Banks
ASSETS
2010
21.91%
20.72%
20.55%
19.47%
Public Securities
0.92%
2.21%
1.15%
5.33%
Current Credits, Financial Sector
Current Credits, Non-Financial Sector,
Net of Provisions
Miscellaneous Credits
1.94%
1.75%
1.46%
1.20%
68.68%
69.18%
71.04%
68.67%
1.38%
1.36%
1.32%
1.12%
Past Due Credits, Net of Provisions
0.50%
0.50%
0.46%
0.79%
Investments
0.41%
0.35%
0.24%
0.20%
Fixed Assets
3.60%
3.30%
3.01%
2.54%
Deferred Charges
0.66%
0.62%
0.77%
0.69%
100.00%
100.00%
100.00%
100.00%
TOTAL
2011
Assets’ Evolution (In millions of Guaraníes)
Cash and Banks
476,401
605,086
728,017
836,659
Variation
2013/2012
14.92%
Public Securities
19,973
64,558
40,658
228,884
462.96%
Current Credits, Financial Sector
Current Credits, Non-Financial Sector,
Net of Provisions
Miscellaneous Credits
42,231
51,150
51,867
51,508
-0.69%
1,439,136
2,020,694
2,517,330
2,951,695
17.25%
29,954
39,638
46,831
48,202
2.93%
Past Due Credits, Net of Provisions
10,963
14,593
16,223
33,847
108.63%
Investments
8,837
10,309
8,401
8,407
0.07%
Fixed Assets
78,210
96,532
106,819
Deferred Charges
14,365
18,238
27,232
109,288
29,584
2,174,070
2,920,798
3,543,378
4,298,074
ASSETS
TOTAL
2010
2011
2012
2013
2.31%
8.63%
21.30%
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
140
Loans
The portfolio composition confirms our business focus, reaching a market share of
44.36% in terms of retail portfolio.
Portfolio by Sectors. December 2013 Visión S.A.E.C.A
Portfolio by Sectors. December 2013 Banking System
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
141
Evolution of the retail trade portfolio in the Banking Sector (in millions of Guaraníes)
Market
Position
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
Market
Position
Retail Trade
Banco Continental S.A.E.C.A.
Banco Regional S.A.E.C.A.
Banco Atlas S.A.
Banco Itaú Paraguay S.A.
Banco Familiar S.A.E.C.A.
Banco Itapúa S.A.E.C.A.
Banco Bilbao Viscaya Argentaria Paraguay S.A.
Banco Amambay S.A.
Banco GNB Paraguay S.A.
Sudameris Bank S.A.E.C.A.
Bancop S.A.
Banco de la Nación Argentina
Citibank N.A.
Banco Nacional de Fomento
Banco Do Brasil S.A.
Retail Trade
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
Banco Atlas S.A.
Banco Bilbao Viscaya Argentaria Paraguay S.A.
Banco Amambay S.A.
Citibank N.A.
Bancop .S.A.
Banco Nacional de Fomento
December-13
1,431,703
672,896
366,512
362,003
337,515
268,309
214,642
203,553
110,285
78,707
47,696
26,999
25,700
18,579
9,969
2,161
December-12
1,704,896
664,487
280,282
279,033
257,030
256,144
217,029
90,136
88,213
57,818
39,486
29,017
19,215
9,703
7,163
110
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
142
Loan Portfolio – Evolution by Sectors
Balance of Loans (in percentages)
Sectors
2010
2011
2012
2013
Financial Sector
2.68%
2.40%
1.95%
1.64%
Microenterprises
53.31%
51.07%
47.46%
48.37%
Small Enterprises
18.99%
23.70%
24.87%
25.10%
5.47%
6.14%
5.83%
16.51%
19.00%
18.60%
0.85%
0.59%
0.46%
100.00%
100.00%
100.00%
Cards
Personal Loans
17.79%
Overdraft
Total Portfolio
100.00%
Loan Portfolio – Evolution by Sectors
Balance of Loans (in millions of Guaraníes)
2010
2011
2012
2013
42,231
51,149
51,867
51,508
Variation
2013/2012
-0.69%
Microenterprises
840,309 1,088,378 1,265,552 1,517,232
19.89%
Small Enterprises
299,412
505,015
663,200
787,326
18.72%
86,935
116,478
163,583
182,920
11.82%
280,390
351,931
506,471
583,504
15.21%
27,100
18,146
15,646
14,349
-8.29%
1,576,377 2,131,097 2,666,319 3,136,839
17.65%
Sectors
Financial Sector
Cards
Personal Loans
Overdraft
Total Portfolio
The microenterprise portfolio is still the most important making up 48.37%, which along
with Cards and Personal Loans ratify our strategic focus.
In 2013, the portfolio of Small Enterprises and Personal Loans maintained their expected
level of growth, accounting for 25.10% and 18.60% of the portfolio, respectively,
supported by the commercial strategies of product and mass inclusive banking penetration.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
143
Coronel Oviedo Team
There is a slight increase in Default in Payment at the end of the financial year, as a result of lower
consumption levels, but it is still within envisaged parameters. As per the forecast policy, the 60-day
default in payment closed with a 119.46% coverage.
Quality of the Loan Portfolio (in millions of Guaraníes)
Item
Balance with Default in Payment > 30 days G. Millions
1 - 30 days
31 - 60 days
61 - 120 days
> 120 days
Total of G. Millions
Provision Coverage over/ Default in Payment > 30 days
Provision Coverage over/ Default in Payment > 60 days
Default in Payment > 60 days
Default in Payment > 30 days
2010
2011
2012
2013
26535
0.12
0.002
0.0031
0.0118
1576378
1.0955
1.2387
0.0168
0.0149
45487
0.1153
0.0026
0.0046
0.0141
2131097
1.0389
1.1471
0.0213
0.0187
78793
0.1615
0.003
0.0042
0.0224
2666318
1.0258
1.1433
0.0303
0.0272
98329
0.152
0.0048
0.0077
0.019
3136838
1.011
1.1946
0.0319
0.027
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
144
Liabilities
The Funding Structure has been changed as a result of external funds supplied in dollars
and local currency, the latter in an increasing manner over the last years. Funding sources
also include the funds provided by the AFD (Financial Agency for Development) and the
issue of subordinated bonds. Deposits in general make up 73.24% of the total amount of
Liabilities and Equity as of the end of 2013.
In regard to the volume of deposits we are still ranked fifth. Guaranteed deposits at the end
of the year made up 39.45% of the total in comparison with the banking system’s 18.83%
and the average was reduced to 27.66 million in comparison with the banking system’s
58.80 million. These indicators and improvements are the result of the massive banking
penetration strategy through inclusive products.
Main Funding Sources (in percentages)
Year
Funds, Private Banks and AFD loans
2009
10.69%
2010
10.92%
2011
13.62%
2012
16.39%
2013
11.55%
Savings and Deposits
75.69%
73.26%
72.65%
68.39%
73.24%
Subordinated Bonds
Creditors as a result of documented
financial charges
Creditors as a result of Documents to
be compensated
Sundry Obligations and Others
2.46%
3.03%
2.67%
3.05%
3.01%
1.16%
1.13%
1.13%
1.55%
1.29%
0
1.50%
0.62%
0.64%
0.77%
1.00%
0.87%
0.63%
0.92%
0.64%
Provisions
0.17%
0.15%
0.12%
0.16%
0.14%
Equity
6.57%
7.04%
6.91%
7.19%
7.66%
Profit/Loss (Business Year)
2.26%
2.10%
1.65%
1.71%
1.70%
100.00%
100.00%
100.00%
100.00%
100.00%
75.69%
73.26%
72.65%
68.39%
73.24%
Total, Liabilities and Equity
Deposits over Total Liabilities and
Equity
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
145
Main Funding Sources (in millions of Guaraníes)
Year
Funds, Private Banks and AFD loans
Savings and Deposits
Subordinated Bonds
Creditors as a result of documented
financial charges
Creditors as a result of Documents to
be compensated
Sundry Obligations and Others
Provisions
2011
2012
2013
576,676
496,590
Variation
2013/2012
-13.89%
2,415,455 3,147,790
30.32%
2009
2010
157,568
237,129
398,048
1,116,008
1,592,832
2,124,093
36,340
65,885
78,043
107,187
129,400
20.72%
17,044
24,653
32,894
54,601
55,291
1.26%
0
32,701
15,190
36,790
33,250
-9.62%
14,743
18,658
18,339
32,332
27,452
-15.09%
2,509
3,353
3,644
5,651
5,896
4.34%
Equity
96,892
153,130
202,328
254,159
329,411
29.61%
Profit/Loss (Business Year)
33,319
45,728
48,219
60,527
72,994
20.60%
1,474,423
2,174,069
2,920,798
3,543,378 4,298,074
21.30%
75.69%
73,26%
72,72%
Total, Liabilities and Equity
Deposits over Total Liabilities and
Equity
68.17%
73.24%
7.44%
People’s deposits
The Deposit structure has been changed during these years as a result of the Bank’s strategy
with a balanced participation of demand deposits and time deposits, having a special focus
on the deposits in guaraníes.
Evolution of the Number of depositors in the banking sector
Market
Position
1
Entity
2
Visión Banco
3
4
5
6
7
8
9
10
11
12
13
14
15
Banco Bilbao Viscaya Argentaria .S.A.
Banco Atlas S.A.
Banco Amambay S.A.
Bancop S.A.
Citibank S.A.
December-13
221,955
141,301
110,185
107,364
69,363
60,430
37,053
35,159
28,644
15,540
5,994
3,487
2,403
1,241
670
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
146
Market
Position
1
Entity
December-12
222,830
2
3
4
5
6
7
8
9
10
11
12
13
14
15
Banco Bilbao Viscaya Argentaria S.A.
Banco Atlas S.A.
Banco Amambay S.A.
Citibank N.A.
Bancop S.A.
101,304
100,013
98,261
62,655
62,093
37,874
32,076
24,411
15,766
5,969
3,395
2,493
2,133
229
Deposits Evolution in the banking sector in millions of Guaraníes
Market
Position
1
2
3
4
Entity
5
6
7
8
9
10
11
12
13
14
15
Banco Atlas S.A.
Banco Amambay S.A.
Citibank N.A.
Bancop S.A.
December-13
10,999,965
8,920,964
8,721,560
5,831,694
3,361,365
3,026,172
2,964,310
2,836,932
2,158,943
1,618,720
972,438
809,544
752,722
365,549
339,507
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
147
Market
Position
1
2
3
4
Entity
December-13
5
6
7
8
9
10
11
12
13
14
15
Banco Atlas S.A.
Banco Amambay S.A.
Citibank N.A.
Bancop S.A.
10,999,965
8,920,964
8,721,560
5,831,694
3,361,365
3,026,172
2,964,310
2,836,932
2,158,943
1,618,720
972,438
809,544
752,722
365,549
339,507
Evolution of Deposits Guaranteed / Total Deposits
Visión Banco SAECA
December
2011
Deposits
Guaranteed
Total Deposits
Total Number of
Depositors
Deposits
Guaranteed/Total
Deposits (%)
Average deposits
per depositor (in
millions of
Guraníes)
December
2012
834,595 1,067,692
2,299,257 2,706,786
Banking System
December
2013
December
2011
1,151,744
7,281,575
3,361,365 38,665,227
December
2012
December
2013
8,136,614
8,963,780
43,222,125 53,680,386
68,681
101,304
144,812
661,215
771,502
865,884
36.30%
39.45%
34,26%
18.83%
18.83%
16.70%
33.48
26.72
23.21
58.48
56.02
61.99
Average Deposits per depositor
People’s Savings and Deposits (in percentages)
Type
Demand Savings Account in American
Dollars (Converted into Guaraníes)
Time Savings Account in Guaraníes
Time Savings Account in American
Checking Accounts in Dollars
(Converted into Guaraníes)
Checking Accounts in Guaraníes
Combined Accounts in Guaraníes
Combined Accounts in Dollars
Subordinated Bonds (Converted into
Guaraníes)
Others
Total
2009
15.18%
2010
14.33%
2011
13.88%
2012
14.64%
2013
16.40%
1.88%
2.63%
2.71%
2.95%
3.24%
51.03%
45.09%
44.32%
43.83%
42.29%
6.12%
6.76%
4.64%
5.74%
5.07%
2.26%
3.31%
6.19%
2.60%
3.16%
16.80%
16.37%
17.30%
19.92%
20.08%
1.80%
3.96%
4.66%
2.85%
3.09%
0.36%
0.36%
0.70%
0.28%
0.20%
3.10%
3.84%
3.47%
3.88%
3.84%
1.47%
3.34%
2.14%
3.30%
2.63%
100.00%
100.00%
100.00%
100.00%
100.00%
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
148
People’s Savings and Deposits (in millions of guaraníes)
Type
Demand Savings Account in American
Time Savings Account in Guaraníes
Time Savings Account in American
Checking Accounts in Dollars
Checking Accounts in Guaraníes
Combined Accounts in Guaraníes
Combined Accounts in Dollars
Subordinated Bonds (Converted into
Guaraníes)
Others
Total
2009
2010
2011
2012
177,516
245,830
311,904
404,997
21,939
45,165
60,988
81,621
596,748
Variation
2013/2012
551,955
36.29%
2013
109,179
33.76%
773,853
996,112 1,212,192 1,423,454
17.43%
71,544
116,026
104,314
158,813
170,590
7.42%
26,424
56,721
139,152
71,968
106,242
47.62%
196,494
281,003
388,859
550,901
675,784
22.67%
21,113
67,979
104,672
78,719
103,927
32.02%
4,229
6,256
15,628
7,844
6,659
-15.11%
36,340
65,885
78,043
107,187
129,400
20.72%
17,044
57,354
48,084
91,390
88,540
-3.12%
1,169,390 1,716,071 2,247,756 2,765,631 3,365,730
21.70%
Stockholders’ Equity
There was a 30.38% increase in the capital plus cash resources composing TIER I capital,
thus, amounting to Gs. 71,343 million, as a result of the issue of ordinary and preferred
shares and profit reserves of the year 2013. The TIER II component grew G. 15,222 million
due to the issue of Subordinated Bonds and Revaluation Reserves.
Effective Equity 2013
Equity Accounts
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
Paid-up Capital
Non-capitalized Contributions
Issue Premiums
Irrevocable Advance to Paid-up Capital Accounts
Legal Reserve
Fiscal Year Profit/Loss
Minus:
Interest in Subsidiaries
Main Capital (Tier I)
Secondary Capital
Revaluation Reserve
Facultative Reserve
Portfolio and Contingency Generic Reserve
Other Reserves
Subordinated Bonds
Cumulative Profit/Loss
Minus:
Authorized Deferred Charges
Provisions Deficit
Capitalized Revaluation Reserve (Resolution No. 2 Entry
3 dated 01/31/12)
Complementary Capital (Tier 2) (limited to 100% of
TIER 1)
EFFECTIVE EQUITY
Absolute Values
234,428
9,084
9,084
0
62,651
0
0
306,163
928
15,624
0
0
0
81,598
0
0
0
0
%
57.98%
2.25%
15.50%
0.23%
3.86%
20.18%
98,150
404,313
100.00%
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
149
Effective Equity 2012
Equity Accounts
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
Paid-up Capital
Non-capitalized Contribution
Issue Premiums
Irrevocable Advance to Paid-up Capital Accounts
Legal Reserve
Fiscal Year Profit/Loss
Minus:
Interest in Subsidiaries
Main Capital (Tier I)
Secondary Capital
Revaluation Reserve
Facultative Reserve
Portfolio and Contingency Generic Reserve
Other Reserves
Subordinated Bonds
Cumulative Profit/Loss
Minus:
Authorized Deferred Charges
Provisions Deficit
Capitalized Revaluation Reserve (Resolution No. 2 Entry
3 dated 01/31/12)
Complementary Capital (Tier 2) (limited to 100% of
TIER 1)
EFFECTIVE EQUITY
Absolute Values
176,648
8,936
8,936
0
49,236
0
0
234,820
928
12,888
0
0
0
99,557
0
0
0
0
%
43.69%
2.21%
12.18%
0.23%
3.19%
24.62%
113,372
348,193
86.12%
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
150
Assets Growth Margin
INFORMATION AS OF:
12/31/2013
A) PAID-UP CAPITAL – MINIMUM CAPITAL
- Paid – Up Capital ------------------------------------------- Minimum Capital Required: (Note SB.SG. 01/2009) --
179,647,855,298
40,000,000,000
- Surplus of Minimum Capital ------------------------------
139,647,855,298
B) PROJECTED OPERATIONS’ GROWTH CAPACITY
Items
- Tier 1
-Weighted Assets and Contingencies
- Tier 1// Weighted Assets and Contingencies Ratio
Amounts
306,163,205,340
3,123,512,427,268
9.80%
(*) Growth in Assets without needing capital contributions
- Assets and Contingencies required for a Minimum 8% Ratio
-(-) Weighted Assets and Contingencies
3,824,800,438,907
3,123,512,427,268
-Assets’ projected growth
701,288,011,639
INFORMATION
Items
-Tier 1 + Tier 2
-Weighted Assets and Contingencies
-Tier 1/ Weighted Assets and Contingencies Ratio
Amounts
404,312,942,802
3,123,512,427,268
12.94%
(*) Growth in Assets without needing capital contributions
-Assets and Contingencies required for a Minimum 12% Ratio
-(-) Weighted Assets and Contingencies
3,367,926,813,541
3,123,512,427,268
Assets’ projected growth
244,414,386,273
ASSETS - TOTAL -----------------------------------------------------
4,298,074,466,614
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
151
Earnings Statement
2013 was a year of growth for the banking industry, in which as a Bank, we also
experienced a significant growth in terms of our loan and deposit portfolio, as a result of
our strategy focused on banking penetration and financial inclusion. Regarding
profitability, Visión Banco experienced significant levels of profit within the Banking
System, ranking 7th.
The percentage structure of the earnings statement shows improvements in the financial
margin, in addition to higher levels of service revenue supported by our Customer Service
Center Network (Branches and Non-Banking Correspondents), consolidating our position
as the Bank having the wider geographical coverage in the country.
2011
Financial Earnings
Financial Losses
Profit/Loss Before Provisions
Provisions
Profit/Loss After Provisions
Profit/Loss From Services
Gross Profit/Loss
Other Operating Profit
Other Operating Losses
Net Operating Profit/Loss
Extraordinary Profit/Loss
Extraordinary Profit
Extraordinary Losses
Profit/Loss Adjustments of
Previous Years
Profit Before Income Tax
Income Tax
Profit After Income Tax
100.00%
-33.91%
66.09%
-13.66%
52.42%
13.02%
65.45%
9.60%
-61.88%
2012
2013
100.00%
-4293%
57.07%
-13.77%
43.30%
16.98%
60.27%
100.00%
-36.85%
63.15%
-18.01%
45.14%
18.94%
64.08%
15.35%
-63.77%
13.17%
0.71%
1.22%
0.51%
9.63%
-62.48%
11.86%
0.84%
1.46%
0.61%
11.24%
2.07%
2.34%
0.27%
-0.24%
-0.12%
0.28%
13.65%
1.40%
12.25%
12.58%
-1.23%
11.35%
13.59%
-1.36%
-1.36%
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
152
We implement actions to improve our preventive controls
Corporate Risk Unit
RISK MANAGEMENT
The joy of being prudent
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
153
Organizational culture of internal control
During the year, the organizational culture was strengthened regarding the internal control,
focused on the operational risk, creating the function of “management and prevention of
fraud” through which it was able to initially outline the investigation proceedings, to then
advance with preventive proposals that managed to mitigate the occurrence.
We have been working on prevention, devising and implementing actions that promote the
interaction with clients or potential clients, to validate personal information during the
processes to grant credit, mainly in the “Al Toque” product.
These actions managed to enlarge preventive controls in highly automated processes and
grant more security to collaborators who intervene in the processes.
In addition, a logical process of treatment, investigation and definition of cases under
consideration of the area of Operating Risks has been defined, formalized what has been
done through internal regulations.
The challenge lies in the definition of reasonably safe processes and to make them satisfy
the need of each customer, without turning to unnecessary “bureaucracy”.
Analysis of critical processes
We advanced on terms of the analysis of critical processes defined by collaborators of the
organization, preparing more than 100 patterns of risks of macro-processes, sub-processes
and micro-processes of the organization.
All of the methodology was duly documented in the paperwork and is completely in line
with the provisions of the “Manual and Policy of Operating Risk” of the organization.
Risk events
We have enriched the database of risk events of our organization, defining mechanisms of
inclusive data collection that allow any collaborator to report identified risk events.
In the second semester of 2013, there has been training courses for “collaborators on
operating risk” that interact with the area, notifying risk events in a proactive manner and
through a simple mechanism.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
154
Liquidity risk
We operate based on a conservative liquidity policy with a constant coverage of payable
liabilities of 50%. We bet on a proactive management seeking to take advantage at all times
on the exceeding assets through their investment in Letters of Monetary Regulation and
other public securities.
We currently use methods of risk assessment that pay attention to volatility and the
diversification of sources of funding, as well as traditional methodologies. In addition, we
have an emergency funding plan that seeks to prevent scenarios of liquidity stress.
The evolution of this indicator in 2013 can be seen below.
Historical mismatch
0.00%
Nov-12
Dec-12
Jan-13
Feb-13
Mar-13
Apr-13
May-13
Jun-13
Jul-13
Aug-13
Sep-13
Oct-13
Nov-13
Dec-13
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
Demand
Limit
On the coverage of assets on demand liabilities, we continue consolidating a moderate risk
profile for the time we seek to remain above the average of the financial system. Since mid2012, the Central Bank of Paraguay has been studying the use of a minimum liquidity ratio
that we comfortably comply with as a Bank.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
155
The values as of December 31, 2013 are shown below:
Matching
Matching as of the closing date in millions of guaranies
Description
DEMAND
30 days
90 days
180 days
3 years
3+ years
647,527.19
587,837.25
381,462.05
455,485.33
623,546.15
495,812.82
125,178.27
Liabilities (Local Currency)
1,192,656.41
126,412.60
146,463.22
283,103.91
417,653.23
850,237.27
73,404.39
Mismatch (Local Currency)
-545,129.22
461,424.65
234,998.84
172,381.43
205,892.93
-354,424.45
51,773.87
54%
465%
260%
161%
149%
58%
Assets (Foreign Currency)
209,590.36
76,657.61
86,842.31
161,523.90
103,340.11
175,618.44
27,023.60
Liabilities (Foreign Currency)
265,305.71
24,325.19
24,646.10
95,191.68
75,408.57
283,113.18
37,382.93
Mismatch (Foreign Currency)
-55,715.36
52,332.43
62,196.22
66,332.22
27,931.54
-107,494.74
-10,359.32
79%
315%
352%
170%
137%
62%
Total Mismatch
-600,844.58
513,757.08
297,195.05
238,713.65
233,824.46
-461,919.19
41,414.55
Cumulative Matching
-600,844.58
-87,087.50
210,107.55
448,821.20
682,645.67
220,726.48
262,141.03
Cumulative Mismatch
-600,844.58
-87,087.50
210,107.55
448,821.20
682,645.67
220,726.48
262,141.03
Cumulative Liabilities
1,457,962.12
1,608,699.91
1,779,809.22
2,158,104.80
2,651,166.60
3,784,517.05
3,895,304.37
-41.21%
-5.41%
11.81%
20.80%
25.75%
5.83%
6.73%
Assets (Local Currency)
Mismatching
Ratio
(Local
Currency)
Mismatching
Ratio
(Foreign
Currency)
1 year
Negotiable Assets
Total Cumulative Mismatching /
Cumulative Liabilities
The Central Bank of Paraguay reported that upon making the stress tests on the financial
system, it was seen that liquid assets could resist a high liquidity drainage for 5 days before
needing to start the conversion of lesser liquid assets.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
156
Macroeconomic risk factors
Regarding the risk of interest rates, we constantly seek the gradual and dynamic adjustment
to market conditions maximizing competitive advantages focusing on targeted segments.
This is possible through the diversification of the sources of funding, which is offered today
with several instruments of investment and savings.
In June of 2013, the Central Bank of Paraguay modified the methodology of calculation for
user rates, which allowed placements at better rates in some segments, like personal credits
with less than 12-month terms. However, as its participation in the portfolio is reduced, its
impact is not reflected in the assets.
Evolution of Monthly Disbursement Rates
16.00
28.00
15.50
27.50
15.00
14.50
27.00
14.00
13.50
26.50
13.00
26.00
12.50
12.00
25.50
11.50
25.00
11.00
Oct-12
Nov-12
Dec-12
Jan-13
Guaranies
Feb-13
Mar-13
Dollars
Apr-13
May-13
Jun-13
Lineal (Guaranies)
Jul-13
Aug-13
Sep-13
Oct-13
Nov-13
Lineal (Dollars)
Borrowing rates had an average of 10.66% as of the beginning of 2013, with a general
downward trend, ending December with 10.41%.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
157
Evolution of Funding Average Rates
Borrowing Portfolio ARB
Nov-12
Dec-12
Jan-13
Feb-13
Mar.13
Apr-13
May-13
Jun-13
Jul-13
Aug-13
Sep-13
Oct-13
Nov-13
Dec-13
These opposing and favorable movements in interest rates led to a widening financial
margin, which was 16.78% in January and 15.95% in December of 2013.
Evolution of Lending vs. Borrowing Rates Arb.
Placements and Monthly Funding
30.00
Rates
25.00
20.00
15.00
10.00
5.00
Dec-12
Jan-13
Feb-13
Mar.13
Apr-13
Lending–
PYG
May-13
Jun-13
Borrowing
– PYG
Jul-13
Aug-13
Sep-13
Oct-13
Nov-13
Dec-13
Total
Spread
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
158
The biggest risk of this factor is the risk of rate changes as a result of the competition in the
targeted segment. In general, both lending rates and borrowing rates have been stable in
recent years and it is expected for the changes to occur gradually and predictably.
As for exchange risk, we seek the lesser exposition possible maintaining a narrow
mismatch of assets and liabilities in foreign currency that allows us to take care of the
demands of the retail exchange market. It is our policy to avoid speculation.
In this way, the national currency suffered a real depreciation with respect to the American
Dollar to a cumulative rate of 1.5%, a result of nominal depreciation of the Guarani and the
higher relative inflation in Paraguay regarding the U.S.
Up until December 23, 2013, the Central Bank of Paraguay sold to the financial sector an
amount of US$ 516.5 million, and bought during the same time US$ 122.6 million,
resulting in a net sale of US$ 393.9 million. The obtained result is a drop compared to
2012, when the net sale was of US$ 695.5 million.
Evolution of the dollar exchange rate
4,600.00
4,500.00
4,400.00
4,300.00
4,200.00
4,100.00
4,000.00
3,900.00
3,800.00
BUYING
SELLING
CLOSING
Like the risk of systemic liquidity, the Central Bank of Paraguay reported that upon making
the changes in the variables of the model used to stress exposition to the exchange rate risk
in the financial sector, there were no major variations in the relation of solvency of the
institutions.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
159
Credit Risks
Credit Risk is one of the main risks of the Bank due to the loans it makes, and it occurs
mainly due to the probability that the borrower does not comply with the agreed payments
on the loans. In 2013, some criteria were adjusted to minimize this risk for a better
concession of loans while maintaining the stable defaulting levels, continuing with the
policy of driving massive credit products for an average of 1,500,000 for Micro-companies
and Personal Loans.
The composition of the portfolio of loans as of the end of 2013 had an important variation
regarding the decrease in the participation of the portfolio of Medium Companies,
continuing with the growing trend of 2012, mainly in Micro-companies, which observe the
largest change of risk for the second consecutive year.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
160
Comparison of participation and change in the loans portfolio
Variation 2013
35.0%
30.6%
30.0%
25.0%
21.2%
22.4%
20.0%
15.0%
10.0%
4.4%
5.0%
31.6%
20.2%
27.8%
20.6%
28.7%
31.6%
19.5%
20.1%
0.0%
Medium Company
Personal Loans
Micro-Company
Small Company
Quality of the portfolio
The defaulting portfolio is the percentage of the credit portfolio that is defaulting for more
than 60 days. In comparison with the average of defaulting portfolio of local banks with
mostly national capital, our defaulting portfolio in 2013 was within the normal parameters
of loss. In 2013, we were below the average of defaulting portfolio among the banks with
mostly national capital.
Percentage of Defaulting Portfolio
Dec-13
Dec-12
2.5%
3.9%
2.8%
3.4%
Source: Banks Bulletin
Average of Banks with Mostly
National Capital
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
161
Distribution of the portfolio per disbursement ranges
Seeking to maintain the levels of default of the credit portfolio, the diversification of the
credit amounts continued in 2013, creating a vertical growth with customers obtained in
2012. There were larger amounts of disbursements with the same customers, which can be
seen in the changes of the distribution of the portfolio and the number of customers.
Risk
Ranges
Dec-12
Number of clients
Dec-13
Dec-12
Dec-13
Up to 2,500,000
5.9%
4.6%
55.2%
49.5%
2,500,001 to 5,000,000
5.0%
4.3%
18.4%
20.3%
5,000,001 to 15,000,000
7.6%
7.9%
11.7%
14.2%
15,000,001 to 50,000,000
21.4%
19.2%
9.3%
9.6%
50,000,001 to 120,000,000
23.0%
23.8%
3.8%
4.4%
120,000,001 to 250,000,000
17.2%
19.0%
1.1%
1.4%
250,000,001 to 500,000,000
11.0%
11.8%
0.4%
0.5%
500,000,001+
9.0%
9.4%
0.1%
0.1%
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
162
Purposes of credit and portfolio growth
The yearly growth of the credit portfolio as of December of 2013 had an increase of 19.1%.
The loans for Operating Capital were 53.53% of said growth, followed by fixed
investments. This affirms our commitment to accompanying the growth of entrepreneurial
customers.
This year, real estate purposes had a great growth of 33.1% of the portfolio, contributing a
16.65% to the global growth of the loans portfolio.
Growth
Total Growth
19.1%
Productive Fixed Investment
37.4%
Real Estate
33.1%
Consumer
12.9%
Operating Capital
15.8%
0.0%
5.0%
10.0%
15.0%
20.0%
25.0%
30.0%
35.0%
40.0%
Contribution to the growth
Productive
Fixed
Investment
19.0%
Real Estate
16.7%
Operating
Capital 53.5%
Consumer
10.8%
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
163
Executive Summary
The economic performance on a global scale in 2013 continued with a slow rhythm. On the
contrary, the growth of the real Gross Domestic Product (GDP) of Paraguay corresponding
to 2013 shows an expansion of the economy around 13.6% with respect to the previous
year. This result makes the country the one with the biggest economic growth in Latin
America and the Caribbean.
In the external context, the economic relationship of Paraguay is characterized by
commercial openness and the free movement of capitals. Currently, the relative importance
of International Reserves with respect to the GDP is of 19.6% and it gets to cover 8.5
months of the average import of goods.
Favorable climate conditions, high agricultural performance, the favorable evolution of
exchange terms and the reopening of foreign markets to sell food led to a recovery of
exports, reaching record levels. Meanwhile, imports followed a smaller growth rhythm,
maintaining a surplus in the trade of goods. The commercial openness ratio of around 73%
in 2013, indicates the maintenance of external commercial dynamism of Paraguay, above
the one registered for other countries in the region.
Total inflation during 2013 would be a little below 4%, a result that is below the targeted
5% in medium and long terms, and very similar to the rate seen in 2012.
The evolution of the Real Effective Exchange Rate indicates an appreciation of the national
currency during 2013 of around 4.0%.
Financial services keep consolidating, reaching a positive growth of around 9.6%. Credits
to the private sector in national currency recorded decreasing figures in the first semester,
to then begin a recovery process in the second semester. As for the credit in foreign
currency, increases in the first quarter of the year were seen to then slow down for two
consecutive months between April and May, to finally begin a sustained increase until the
end of the year.
The Central State Administration recorded a cumulative deficit of 0.4% of the Gross
Domestic Product (GDP). Likewise, public investment was 2.7% of the GDP, less than the
level of investment registered in the same period of the previous year in nominal terms.
The country currently has an international rating of BB- from Standard and Poor’s and
Fitch, and Ba2 from Moody’s.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
164
Risk scenario of Paraguay
Sovereign risk
Stable. The external indebtedness of Paraguay is one of the lowest worldwide, with 9.1% of
the GDP. Currently, the relative importance of International Reserves with respect to the
GDP is of 19.6% and it gets to cover 8.5 months of the average import of goofs.
In 2013, the Ministry of Finance ended the year with a deficit of around 1.7% of the GDP
as a consequence of more expenditures than incomes. And, for 2014, a similar deficit to the
one registered this year is expected as a consequence of an increase in capital expenses.
Currency risk
Stable. After signs of the Federal Reserve in May of 2013 that it might withdraw the
stimulus for the U.S. economy, the exchange rate was maintained stable until November,
with small fluctuations every month, to then depreciate in December as an effect of the
beginning of withdrawal of stimulus. However, due to the internal demand, the trend of the
U.S. dollar was one of appreciation.
In general, the euro maintains a positive correlation with the American dollar. However, the
Brazilian real and the Argentine peso have a negative correlation.
Banking risk
Stable. As of June of 2013, the financial institutions kept increasing the levels of financial
intermediation. The assets of the Financial System had a six-monthly growth of 12.7%,
cumulating an expansion of 18.9% in the yearly period.
On the other hand, an adequate coverage of loans is seen. As of June of 2013, the defaulting
loans are fully allowed. The solvency index shows us that the system is above the legally
required index at 8% for the TIER I and 12% for TIER II. The Asset Quality, Profitability
and Liquidity Indexes also show a stable evolution trend that presents a situation of solidity
of the system as a whole. In the first semester of 2013, the defaulting ratio had an upwards
trend. The ratio was 2.54%, growing 0.30 pp with respect to the end of the previous year.
Political risk
Stable. A strengthening of the institutional framework was seen after the approval of laws
like a tax reform, the fiscal responsibility law and public-private partnership law, as well as
a political transition without difficulties after the controversial 2012 dismissal of then
president Fernando Lugo by the Congress. There were no significant impacts on the
economy or the solvency of the country during the transition.
Economic structure risk
Stable. The high dependency on the export of raw materials contributes to a high exposition
of the country to weather risks, especially draughts and floods. The surplus of the Trade
Balance is the main positive result in Checking Accounts and it is mainly explained by the
notorious dynamism in the growth of exports with respect to the increase of imports.
Soybean and industrialized derivatives are the main increasing products. Beef also shows
an important increase, in accordance with the reopening of new destination markets.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
165
2014 Goals
Total Assets
5,157 KKK
Loans and Credit Cards
3,741 KKK
People’s Deposits
3,590 KKK
Gross Profit
111,811 KKK
Stockholders’ Equity
506,606 KKK
Default over 30 days
3.50 %
Default over 60 days
2.50 %
Provision Coverage over Default > 30 days
100 %
The joy of surpassing ourselves
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
166
[Picture: Sonia Künher - Commercialization Channels Manager]
Addresses of Customer Service Centers (CAC by its initials in Spanish) and Customer
Service Points (PAC by its initials in Spanish)
ASUNCIÓN
CAC 01 Main Office
Avda. Sta. Teresa c/ Concejal Vargas
CAC 07 Palma
Palma c/ Ntra. Sra. De la Asunción
CAC 03 General Santos
Avda. Gral. Santos c/ Avda. Fernando de la Mora
CAC 14 Villa Morra
Charles de Gaulle c/ Mcal. López
CAC 23 Pinozá
Avda. Eusebio Ayala c/ Bruno Guggiari
CAC 25 Multiplaza
Avda. Mcal. Estigarribia, Shopping Multiplaza,
Local 4.Bloque A. Planta Baja
CAC 26 Oliva
Oliva c/ O’Leary
CAC 34 Denis Roa
Denis Roa c/ Moisés Bertoni
CAC 36 Santísima Trinidad
Stma. Trinidad c/ Sacramento
CAC 45 Constitución
Constitución e/ Luis Alberto Herrera y Pettirossi
CAC 47 Sajonia
Carlos Antonio López e/ De la Conquista y Testanova
CAC 50 Mcal. López
Avda. Mcal. López c/ Malutín
CAC 58 Hipermercado Luisito Eusebio Ayala
Avda. Eusebio Ayala c/ R.I. 3 Corrales
CAC 64 Estados Unidos (Former Main Office)
Estados Unidos e/ Herrera y Fulgencio R. Moreno
CAC 69 Julio Correa
Julio Correa c/ Hipólito Carrón
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
167
CAC 70 Quinta Avenida
Quinta Avenida c/ Parapití
CAC 86 Artigas
Avda. Artigas c/ Brasilia
CAC 87 Pettirossi
Avda. Eusebio Ayala c/ Rioboo
GREATER ASUNCION
CAC 02 San Lorenzo I
Ruta Mcal. Estigarribia c/ Cnel. Romero
CAC 04 Luque
Gral. Aquino c/ Tte Herrero Bueno
CAC 08 Ñemby
Acceso Sur c/ Ytororo
CAC 09 Mariano Roque Alonso
Ruta Transchaco km. 15.5 c/ Humaitá
CAC 10 Lambaré
Avda. Cacique Lambaré c / San Vicente
CAC 13 Fernando de la Mora I (Zona Norte)
Ruta II Mcal. Estigarribia c/ Primera Junta Municipal
CAC 28 Capiatá
Ruta II Mcal. Estigarribia km. 20 c/ Mcal. López
CAC 29 Limpio
Ruta III Gral. Aquino c/ Mcal Estigarribia
CAC 32 San Lorenzo II
10 de Agosto c/ Hernandarias
CAC 49 Acceso Sur (Fernando de la Mora Zona Sur)
Acceso Sur c/ Soldado Ovelar
CAC 52 Villeta
Mcal. López c/ Humaitá
CAC 54 Shopping La Rural (Mariano Roque Alonso)
Ruta Transchaco Km. 10, Shopping La Rural,
Planta Baja
CAC 55 Itá
Ruta I Mcal. López c/ Bernardino Caballero
CAC 56 Fernando de la Mora II (Zona Norte)
Mcal. López c/ Pikysyry
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
168
CAC 57 Villa Hayes
Ruta Transchaco km. 32 c/ Laudo Hayes
CAC 74 Fernando de la Mora III (11 de Setiembre)
11 de Septiembre e/ Dr. Eligio Ayala y José Decoud
CAC 77 Areguá
Nuestra Sra. de la Candelaria c / Gabriel Casaccia
CAC 80 Villa Elisa
Avda. Américo Pico c/ Nanawa
CAC 82 Shopping San Lorenzo
Ruta II Mcal. Estigarribia km. 15 c/ Sargento Penayo
CAC 83 Lambaré II (Supermercado el Pueblo)
Paz del Chaco e/ República Argentina y Médicos del Chaco
OUTSIDE ASUNCIÓN AND GREATER ASUNCIÓN
CAC 05 Encarnación I
Cristo Rey c/ Ruta Internacional
CAC 06 Caacupé
Eligio Ayala c/ Juan E. O’Leary
CAC 11 Ciudad del Este I (Mercado de Abasto)
Avda. Gral. Bernardino Caballero c/ Paso de Patria
CAC 12 Coronel Oviedo
Tuyutí c/ José Segundo Decoud
CAC 15 Caaguazú
Avda. Gral. Bernardino Caballero c/ Gral. Díaz
CAC 16 Concepción
Pdte. Franco e/ Gral. Garay y 14 de Mayo
CAC 17 Carapeguá
Ruta I Mcal. López e/ Cristóbal Colón y Concejal Vera da Silva
CAC 18 Pilar
Alberzoni c/ Avda. Antequera
CAC 19 Villarrica
Avda. Carlos A. López c/ Mcal- Estigarribia
CAC 20 Ciudad del Este II (Km. 7)
Avda. Julio César Riquelme Km. 7 c/ Batallón 40
CAC 21 San Estanislao
Avda. Mcal. López c/ Cnel. Zoilo González
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
169
CAC 22 Pedro Juan Caballero
Mcal. López e/ Mcal. Estigarribia y Julia Miranda Cueto
CAC 24 Katueté
Avda. Las Residentas c/ Capellán Arzamendia
CAC 27 Obligado
Avda. Gaspar Rodríguez de Francia c/ Colonias Unidas
CAC 30 Santa Rita
Avda. Carlos A. López c/ Eusebio Ayala
CAC 31 Ciudad del Este III (Downtown)
Avda. Adrián Jara c/ Avda. Boquerón
CAC 33 San Ignacio – Misiones
Avda. Mcal. Estigarribia c/ Fulgencio Yegros
CAC 35 Itauguá
Ruta II Mcal. Estigarribia km. 30 c/ Juan
Crisóstomo Centurión
CAC 37 Saltos del Guairá
Avda. Paraguay c/ Carlos Mendes Goncalves
CAC 38 Curuguaty
Avda. 14 de Mayo c/ Julia Miranda Cueto
CAC 39 San Juan Nepomuceno
Pai Fariña c/ Ruta Mcal. Estigarribia
CAC 40 Loma Plata
Avda. Central c/ Manuel Gondra
CAC 41 María Auxiliadora
Tomás Romero Pereira c/ Aviadores del Chaco
CAC 42 Coronel Bogado
Ruta I c/ Padre Mauricio
CAC 43 Horqueta
Avda. Mcal. López c/ Iturbe
CAC 44 Santa Rosa del Aguaray
Ruta Nº III Gral. Aquino c/ Prof. Pedro González
CAC 46 Tebicuary
Calle 1 y Vía Férrea – Villa Industrial – Tebicuary
CAC 48 Encarnación II
Mcal. Estigarribia c/ Tomás Romero Pereira y Villarrica
CAC 51 Minga Guazú
Mcal. Estigarribia c/ Cerro Corá
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
170
CAC 59 J.E. Estigarribia (Ex Campo 9)
José A. Flores c/ San Roque González de Santa Cruz
CAC 60 Tobatí
Avda. Pedro Juan Caballero c/ Obispo Fidel Maíz
CAC 63 Eusebio Ayala
Independencia Nacional c/ 25 de Noviembre
CAC 66 San Bernardino
Luis S. Vache c/ Bicentenario
CAC 67 San Alberto
Avda. Mcal. López c/ Nuestra Señora de la Asunción
CAC 72 San Pedro del Ycuamandiyú
Avda. Braulio Zelada c/ Amancio Gaona
CAC 73 Paraguarí
Ruta I Mcal. López c/ Asunción
CAC 75 Ypacarai
Ruta II Mcal. Estigarribia c/ Yegros
CAC 78 Capitán Meza
Proyecto 14-18 c/ Federico Mayntzhusen
CAC 79 Encarnación III
Ruta VI e/ Avda. Caballero y Calle Posadas
CAC 84 Hernandarias
Avda. Juan B. Flores c/ Tebicuary
CAC 88 Cruce Liberación
Ruta III Gral. Aquino, Km. 281
CAC 89 Ciudad del Este IV
Supercarretera Mcal. Francisco Solano López,
Km. 4
PAC: CUSTOMER SERVICE POINTS
PAC Hipermercado Luisito Félix Bogado
Avda. Félix Bogado c/ Campo Vía
PAC Hipermercado Luisito Luque
Avda. Corrales c/ Tte. Rojas Silva
PAC Hipermercado Luisito Mariano Roque Alonso
Ruta Transchaco c/ Augusto Roa Bastos
PAC Supermercado Los Jardines
Avda. Gral. Aquino c/ Tte. Rivas
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
171
PAC Villa Morra Shopping
Avda. Mcal. López (inside Villa Morra Mall)
PAC Shopping Vendome
Avda. Adrián Jara (Shopping Vendome)
PAC J.A. Saldivar (Supermercado Bonimar)
Ruta I Mcal. López km. 26 c/ Mbocayaty
PAC La Frutería (Paraguarí)
Ruta I Mcal. López, Km. 61,5
PAC Abasto Norte (Limpio)
Ruta III Gral. Aquino e/ Guaraní
PAC Salemma Súper Center (San Lorenzo)
Ruta II Mcal. Estigarribia, Km. 9,5
PAC Encarnación (Downtown)
Mcal. Estigarribia c/ Villarrica
PAC Súper España Centro (Downtown)
Mcal. Estigarribia c/ Villarrica
PAC Súper España Centro (Downtown)
Avda. España c/ Brasil
PAC Súper España (Capiatá)
Ruta II Mcal. Estigarribia c/ Martín Ledesma
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
172
The joy of sharing
GRI INDICATORS
The joy of reporting
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
173
Number
1
Indicator
Global Compact
Principles and
Millennium
Development Goals
Page
STRATEGY AND ANALYSIS
1.1
Company Management Statement
8, 9, 12, 14, 16,
27, 28, 29, 36
1.2
Description of the main impacts, risks and opportunities
15, 16, 20, 36,
131, 164-172, 177
2
PROFILE OF THE ORGANIZATION
2.1
Name of the Organization
12, 198
2.2
Main trademarks, products and/or services
22-24
2.3
Operating structure of the organization, including the main
divisions, operating institutions, affiliates and joint
businesses
19, 21
2.4
Location of the headquarters of the organization
198
2.5
Number of countries where the organization operates and
name of the countries where significant activities are
performed
N/A
2.6
Nature of ownership and legal form
12
2.7
Served markets (including geographical detail, sectors it
services and types of clients/beneficiaries)
21, 152, 153, 158,
159, 160, 180-184
2.8
Size of the reporting organization, including: number of
employees, net sales, number of products or services
rendered
20, 22, 23, 24, 28,
146, 147
2.9
Significant changes during the period covered by the report
in the size, structure and ownership of the organization
16, 20, 21, 28
2.10
Awards and accolades received during the reported period
75
3
PARAMETERS OF THE REPORT
3.1
Period covered by the information contained in the report
10
3.2
Date of the most recent previous report
10
3.3
Cycle of presentation of reports (annual, bi-annual, etc.)
10
3.4
Contact information for issues related to the report or its
content
198
3.5
Definition process of the content of the report: materiality,
identification of groups of interest, description on the
application of the “Orientations for the definition of the
content of the report” and associated principles
10, 11, 42, 43
3.6
Coverage of the report (e.g., countries, divisions, affiliates,
leased facilities, joint businesses, providers)
11, 21, 180-184
3.7
Indicate the existence of limitations of the scope or
coverage of the report
10, 11
The basis to include information in the case of joint
businesses, affiliates, leased facilities, subcontracted
activities and other entities that may significantly affect the
comparability between periods and/or organizations
N/A
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
174
Number
Indicator
Global Compact
Principles and
Millennium
Development Goals
Page
INDEX OF CONTENT OF THE GRI
3.12
Table that indicates the location of the basic contents of the
report
4, 5
VERIFICATION
3.13
4
Policy and current practice regarding the request of
external verification of the report
For this report,
Visión Banco has
not turned to
external
verification of the
information.
GOVERNMENT, COMMITMENTS AND PARTICIPATION OF GROUPS OF INTEREST
GOVERNMENT
4.1
The structure of the government of the organization,
including committees of the highest responsible body of
tasks like the definition of the strategy or the supervision of
the organization.
26, 27, 30, 65
4.2
It shall be indicated if the president of the highest
governing body also has an executive position (and, if so,
its function within the direction of the organization and the
reasons that justify it).
The President
does not have an
executive
position.
4.4
Mechanisms of shareholders and employees to
communicate recommendations or indications to the
highest governing body
27, 28, 44, 45
4.5
Link between the retribution of the members of the
maximum governing body, senior directors and executives
(including the agreements for the abandonment of
positions) and the performance of the organization
(including its social and environmental performance)
26
GC 6
4.6
Implanted proceedings to avoid conflicts of interests in the
highest governing body
27
GC 10
4.8
Mission statements and values developed internally, codes
of conduct and relevant principles for the economic,
environmental and social performance, and the status of
implementation
12, 13, 14, 18, 31,
36, 130
Global Compact
Principles and
Millennium
Development Goals
Indicator
Page
4.9
Proceedings of the highest governing body to supervise the
identification and management by the organization of the
economic, environmental and social performance,
including risks and related opportunities, as well as
adherence or compliance with internationally agreed
standards, codes of conduct and principles
18, 27, 30, 31, 32,
33, 37, 39, 40, 75,
130
4.10
Proceedings to evaluate the own performance of the
highest governing body, especially with respect to the
economic, environmental and social performance
26
GC 10
COMMITMENT TO EXTERNAL INITIATIVES
4.11
Description of how the organization has adopted a
precautionary approach or principle
103, 123, 131,
166
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
175
4.12
4.13
Principles or social, environmental and economic programs
developed externally, as well as any other initiative
subscribed or approved by the organization
32, 33, 37, 38, 39,
46, 74, 106, 123,
125, 126, 127,
130
GC 1-5-7-8
MDG 1-2-7
Main associations it belongs to (like sectorial
organizations) and/or national and international entities that
the organization supports
37, 38, 39, 46
MDG 8
PARTICIPATION OF GROUPS OF INTEREST
4.14
Relationship of groups of interest that the organization has
included
42, 43
4.15
Basis for the identification and selection of groups of
interests to whom the organization is committed
42, 43
4.16
Adopted focus for the inclusion of groups of interest,
including the frequency of the participation per types and
categories of groups of interest
42, 43, 44, 45
4.17
Main concerns and aspects of interest that may have arisen
from the participation of groups of interest and the form in
which the organization has responded them in the
preparation of the report
11
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
176
ECONOMIC APPROACH
Aspects
Economic
performance
Market
presence
Indirect
Economic
Impact
Indicator
Category
Description
Global Compact –
Millennium Development
Goals
Pages
DMA
Economic focus
142-163
EC1
Direct economic value, created
and distributed
142-145
EC2
Financial consequences due to
Climate Change
177
EC3
Coverage of obligations of the
organization on pension plans
64
EC4
Significant
financial
aid
received from the government
We have not received
significant financial
aid from the
government
EC5
Range of relation between the
standard initial wage and the
local minimum wage
65
EC6
Policy, practice and proportion
of expense corresponding to
local providers
98, 99
EC7
Procedure for local contracts
and proportion of senior
executives from the local
community
100% of senior
management positions
are filled by
Paraguayan
professionals.
EC8
Development and impact of
investments in infrastructure
and services rendered mainly
for public benefit through
commercial commitments
21, 52, 59, 61, 64, 65,
74-79, 84-92, 105119, 124
EC9
Understanding and description
of significant indirect economic
impacts, including the scope of
said impacts
21, 52, 59, 106-119,
139, 142-145
GC 1
GC 6
GC 6
ENVIRONMENTAL APPROACH
Aspects
Materials
Indicator
Category
Description
Global Compact –
Goals
Pages
DMA
Environmental focus
130
EN1
Materials used, per weight or
volume
132-134, 136, 139
EN2
Percentage of used materials
that are recycled
136
MDG 8
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
177
Energy
EN3
Direct power consumption,
detailed per primary sources
133, 134, 139
GC 8
EN5
Energy
saving
due
to
conservation and improvements
in efficiency
132
GC 8-9
Initiatives to provide efficient
products and services in the
power consumption or based in
renewable energies and the
reduction
in
the
power
consumption as a result of said
initiatives
132
Initiatives to reduce indirect
power
consumption
and
reductions achieved with said
initiatives
132
Protected or restored habitats
For 2014, a new
cooperation with
FundaciónMoisésBert
oni for the protection
of the Natural Reserve
of the Mbaracayu
Forest is expected
GC 8-9
Total
direct
or
indirect
greenhouse gas emissions, in
weight
133, 134
GC 7-8
Initiatives to reduce greenhouse
gas emissions and reductions
achieved
132-139
Emissions
of
destructive
substances for the ozone, in
weight
133, 134
NO, SO and other significant
emissions, by weight
134
EN6
EN7
Biodiversity
Emissions,
spillage and
wastes
EN13
EN16
EN18
EN19
EN20
MDG 7
GC 8-9
MDG 7
GC 8-9
MDG 7
MDG 7
MDG 7
GC 7-8
MDG 7
GC 7-8
MDG 7
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
178
Aspects
Indicator
Products and
Services
EN26
Compliance
with the law
Transport
General
Category
Description
Global Compact –
Goals
Pages
Initiatives
to
mitigate
environmental
impacts
of
products and services, and level
of reduction of this impact
136, 137
EN28
Cost of significant fees and
number
of
non-monetary
sanctions for non-compliance
with environmental law
131. In 2013, Visión
Banco did not have
any incidents, fees nor
sanctions for noncompliance with
environmental law
GC 7-8
EN29
Significant
environmental
impacts of the transport of
products and other goods and
materials used for the activities
133, 134
GC 7-8
Detail per total type of expenses
and environmental investments
139
EN30
GC 7-8
MDG 7
MDG 7
GC 7-8
MDG 7
SOCIAL APPROACH
Human Rights
Managerial
Approach
DMA
Social focus
36, 106
Management
and
Supply
Practices
HR2
Percentage
of the
main
distributors and contractors that
have been subjected to analysis
in terms of human rights and
measures adopted subsequently
101. 100% of our
providers are
evaluated annually
based on criteria that
include practices of
social and
environmental
responsibility
GC 1-2
HR3
Total hours of employee
training on policies and
procedures related to relevant
aspects of human rights for their
activities,
including
the
percentage of employees trained
59
GC 1-2
Nondiscrimination
HR4
Total number of incidents of
discrimination and measures
adopted
In 2013, Visión
Banco did not detect
incidents
GC 1-2-6
Freedom of
association
HR5
Incidents of violations of the
freedom of association and
adhering to collective contracts
In 2013, Visión
Banco did not detect
incidents
GC 1-2-3
Aspects
Child
exploitation
Indicator
HR6
Category
Global Compact –
Goals
Description
Pages
Incidents of child exploitation
and measures adopted to
contribute to its eradication
In 2013, Visión
Banco did not register
any incident. Visión
Banco complies with
the provisions of the
Labor Code on child
labor
GC 1-2-5
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
179
Forced
labor
HR7
Risks or incidents of forced
labor and actions adopted to
contribute to its eradication
102. Visión Banco
complies with
provisions of the
Labor Code
GC 1-2-4
Indigenous
rights
HR9
Total number of incidents
related
to
violations
of
indigenous rights and measures
adopted
There are no incidents
of this kind recorded
GC 1-2-6
LABOR PRACTICES AND WORK ETHICS
Managerial
Approach
DMA
Labor Managerial Approach
56
Employment
LA1
Detail of work of workers
64, 65
LA2
Total number of employees and
median rotation of employees,
detailed by age, sex and region
groups
64, 65
LA3
Social benefits for employees
with full-time jobs, which are
not offered to temporary
workers or part-time workers,
detailed by main activity
63, 64, 65
GC 6
LA6
Percentage of the total of
workers represented in health
and
safety
committees
comprised by management and
employees, set out to help to
control and advice on health
and safety programs in the job
103
GC 1
LA10
Average hours of training per
year, per employee
59
Training
and
Education
GC 6
MDG 3
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
180
Aspects
Diversity and
equal
opportunities
Indicator
Category
Description
Global Compact –
Goals
Pages
LA11
Management
programs
of
abilities
and
continuing
preparation that promote the
employability of workers and
that supports them in the
management of the purposes of
their professional careers.
56-59
LA13
Composition
of
corporate
government bodies and staff
detailed by sex, age range,
minority status and other
diversity indicators
62, 64, 65
GC 1-6
SOCIETY
DMA
Managerial Approach
106, 122
Community
SO1
Nature, scope and effectiveness
of programs and practices to
evaluate and manage impacts of
operations in communities,
including entry, operation and
exit
105-119
GC 2
Corruption
SO2
Percentage and total number of
business units analyzed with
respect to risks related to
corruption
123 (100% of our
business units are
analyzed with respect
to corruption risks)
GC 10
SO4
Measures taken in response to
corruption incidents
31, 123
GC 10
Public
Policy
SO5
Position in public policies and
participation
in
their
development and lobbying
activities
43, 122
GC 1-10
Unfair
competition
behavior
SO7
Total number of actions for
causes related to monopolistic
practices and against fair
competition and its results
There are no
complaints of
monopolistic practices
during the covered
period
GC 1-10
Compliance
with the law
SO8
Monetary value of significant
sanctions and fees and total
number
of
non-monetary
sanctions caused by noncompliance with laws and
regulations
There are no sanctions
caused by labor fraud
non-compliance,
accounting frauds and
others recorded
during the covered
period.
GC 1-10
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
181
FINANCIAL COMPLEMENT
Aspects
Indicator
FS13
FS14
Category
Description
Global Compact –
Goals
Pages
Points
of
access
to
disadvantaged areas or areas
with low population density per
type
21, 64, 86
Initiatives to improve access to
financial
services
for
disadvantaged population
91-93
GC 1
MDG 1
GC 1
MDG 1
RESPONSIBILITY FOR THE PRODUCT
Tags
Products
Services
of
and
Marketing
communications
Compliance
with the law
DMA
Managerial Approach
74
PR3
Types of information on the
products and services that are
required by procedures in force
and the regulations, and
percentage
Visión Banco
complies with all of
the legal regulations
regarding this point
GC 2-10
PR4
Total
number
of
noncompliance with regulations
and voluntary codes regarding
the information and tagging of
products and services, divided
by the type of result of said
incidents
There has not been
any incident in this
regard in 2013
GC 2-10
PR5
Practices regarding customer
satisfaction, including results of
customer satisfaction studies
78-80
GC 1-2
PR6
Programs of compliance with
laws, standards and voluntary
codes
in
marketing
communications,
including
publicity,
promotion
and
sponsorship
74, 75
GC 2-10
PR7
Total number of incidents, as a
result of non-compliance with
regulations related to marketing
communications,
including
publicity,
promotion
and
sponsorship, divided by the type
of result of said incidents
There has not been
regard in 2013
GC 2-10
PR9
Cost of those significant fees, as
a result of non-compliance with
the law regarding the supply
and use of products and services
of the organization
There has not been
regard in 2013
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
182
FINANCIAL COMPLEMENT
Aspects
Portfolio of
products
Indicator
FS1
Description
Global Compact –
Goals
Pages
Policies
with
specific
environmental
and
social
components applied to the line
of business
130
Procedures to set and protect
the
lines
of
possible
environmental and social risks
131
FS3
Procedures to monitor the
implementation by the clients of
social
and
environmental
requirements
included
in
contracts or operations
According to legal
provisions in force, an
environmental impact
study is required.
Visión Banco
complies with all
legal provisions
FS4
Procedures to improve the
competence of employees to
implement environmental and
social policies and procedures
applied to the lines of business
56, 57
FS5
Interaction
with
clients/investors/business
partners regarding the social
and environmental risks and
opportunities
44, 45
FS6
Percentage of the portfolio for
the lines of business according
to the region, scope (e.g.,
micro-companies, SME’s/big
companies) and the field of
activity
153, 173
FS10
Percentage and number of
companies within the entity’s
portfolio with whom the
reporting organization has
interacted in environmental and
social issues
88, 137
FS12
Voting policy in environmental
or social issues, in holdings
where
the
reporting
organization has voting rights
or can recommend a vote
46
FS16
Initiatives
to
improve
alphabetization and financial
education according to the type
of beneficiary
84, 85
FS2
Audit
Category
GC 8
MDG 7
GC 8
MDG 7
GC 8
MDG 7
GC 1
MDG 1
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
183
Individual in Charge
Lic. DaríoColmán,
[email protected]
VisiónBanco S.A.E.C.A.
Main Office (Avda. Santa Teresa 3088 c/ Concejal Vargas)
+595 21 414 3000
www.visionbanco.com
Coordination and Edition of contents
Lic. Narumi Akita
Social Responsibility Team
Consultancy
Mónica Alonso Aftyka
Design
Ilse Sirvent
Layout
Lino Adorno
Printing
AGR
Artistic photographs and those of customers and Customer Service Centers
Gustavo Pereira (Zenoura)
Photographs of activities, programs and products
Visión Banco’s Record
Photographs of work teams and structure
Esteban Cella
On the CD and pen drive
Digital file of the Report.
Global, regional and local economic environment.
Legal documentation.
Brief historical review.
Institutional Relations.
Rating provided by Feller Rate and Standard & Poor’s.
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay
184
Translator’s Note: The page numbering included in the foregoing chart and the index is
that of the original document. The page numbering on the upper left corner of each page is
that of the translation.
Translator’s Note: I, the undersigned, DO HEREBY CERTIFY, that the above is a true
and accurate English translation of the original Spanish document, which I had before me.IN WITNESS WHEREOF, I have hereunto set my hand and seal in the city of Asunción,
Paraguay, this 5th day of September, A.D. 2014.-
Lugano 339
Telefax: (595-21) 445-859
Cell: (595-981) 562-540
[email protected]
[email protected]
Asunción-Paraguay

VISION BANCO 2013 SUSTAINABILITY REPORT

Transcripción

Documentos relacionados

CATAMARÁN MAGIC visión

User Register

St. Joseph Catholic Church

St. Joseph Catholic Church