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This report consist the explanation of various sustainability reporting of ING Direct Australia bank and its further business planning assessment. This report shows that how an organization should compliance with the various global reporting initiatives and make various standard report in order to provide all information to its various stakeholders regarding their customers, client, employee, environment and profit. This report shows that if any organisation is following all the concepts of sustainability or triple bottom line theory then definitely in longer run they will able to earn profit. This is explained with the example of bank of Australia.
Company selected: ING Direct Australia (Subsidiary of ING Group)
Background of ING Direct Australia
According to ING Direct Annual report, (2016) ING Direct Australia is a subsidiary of ING Group and traded by the name of ING Bank (Australia) Limited. It was founded in 1999 in Sydney, Australia. There area of business ING Direct Australia is one of the most commended banks in Australia for customer satisfaction and providing fast and best services. They had paid more than $12 billion in story of saving account. ING Direct Australia have financed more than four lakh seventy five thousands home loan. They have more than 1.5 million of customer base in total. They have become Australia’s fifth largest in retail banking in the sector of mortgages and house hold loan and others services. The motivation behind this arrangement is to incorporate the comprehension & principals of maintainability into group engagement, consultancy, explore, understudy learning & instructing. Advancing this culture will bring about the diminishment of the environmental impression of the college & meeting its monetary & social requests (Nawawi, et. al., 2015). A great deal of examining must be done to assemble data for arranging & building up a manageability arrangement.
ING Direct Australia objectives
1.Provide ATM facilities with no fee on every time and everywhere.
2.Provide home loan at charges and facilitate low and middle class people in Australia.
3.Focus on Banking every day i.e. best banking facilities to provide.
4.Provide business financial solution and provide mortgages
5.Make a strong and educated community
6.Maintain the goodwill and reputation as top employer forever.
7.Create large satisfied customer base by doing sustainable banking business.
Sustainable reporting Concept
According to Willard (2012), Sustainability reporting and planning includes the recording of all the data regarding the customer of the business, the environment and its impact on nature and most important company’s profit. Its main focus is to improve the working efficiency of the business and also try to provide information to internal and external stakeholders. For making such reports companies have to follow the GRI (Global reporting Indices).
ING Direct Australia’s (Triple Bottom line concept)
According to Uday Sareen CEO of ING Direct Australia bank, he said that their bank give importance to all these aspects like sustainability reporting and triple bottom line concept. The three P’s of ING Direct Australia are widely acknowledged in their annual and sustainability reports, i.e. People, Planet and profit. They follow this in order to assess their performance and set the further business values. They are running a project name “Dreamstarter”, the idea behind the programme is to facilitate poor family children, supporting homeless people and make better nation. This programme was such success that they were able to raise $ 250000 for social cause. Since 2016 “Dreamstarter” have raised funds of more than $600000 for more than 45 social cause projects in Australia (Kuhlman & Farrington, 2010).
FIGURE 1: Triple bottom line concept
According to Kuhlman & Farrington (2010), here people are concerned with banks customer and employee. ING Direct Australia believes that customer and client is the base of their business i.e. banking business, so their main focus is to serve them fairly and properly (Willard, 2012). This can be done by providing appropriate financial and banking services and also provide them adequate education and also parting knowledge in their customers. ING Direct Australia is also trying to influence the community at large by providing brokerage and financial resources (ING Direct, 2015). ING Direct Australia bank have also paid many paybacks and rewards to their customer for their financial wellbeing, they have paid $45 million to more than 250000 customers in year 2015. They have reimbursed ATM fees of worth $ 17.1 million as prizes and rewards. All these figures show that ING Direct Australia bank gives too much importance to the satisfaction of customer and make them happy.
Bank is also working for the betterment of the employee in various ways like providing them safe and good working environment. Also help them through financial support through bank’s resources at low cost. It is very important to care of the employee needs and desires, because it is very important that is customer are satisfied then only employee will try to satisfy banks clients and customer. ING Direct Australia has more than 1000 of employee. So it is the duty of bank to facilitate their entire employee through cash and kind (ING Direct, 2015)
According to CEO Uday Sareen, ING Direct Australia bank is trying to minimize the carbon foot print percentage and make environment cleaner and less hazardous. For this bank is tried to control wastage of papers in bank by more and more online transactions and processes. According to sustainability reporting 2015 ING Direct Australia bank has reduced paper use by 15% and also they are working to control carbon emission and they have decreased by 15 % in last financial year. They also have various awareness camps for the environment consciousness. ING Direct Australia bank has more than 40 social projects for the betterment of environment and society. Their main objective is to reduce the direct footprint and become the leading bank in the Australia (The sustainability reporting, 2015)
1.Environment and Social risk campaign: under ESR ING Direct Australia bank is trying to do betterment of the environment factors and social practices.
2.Equator principles (EP): through EP bank is trying to minimize the risk and within the internal environment and try to optimize the social policies and set banks standards.
The most important aspect of any business organisation is to earn profit and sustain the business for the long. Any organisation can grow only when they are earning profit and have effective man power. It is been said that success of any business lies with people and profit of the organisation. If employee will work properly then only they can earn profit and business can sustain for long. In the year 2015 ING Direct Australia bank was able to make $ 295 million of revenue from their operations. Total asset was more than $ 49.9 billion and total equity of $ 3.5 billion. They have crossed 500000 orange every day account. With all these Figures Company the most important is bank have sustainability score of 83% in financial 2016 which is commendable.
Figure2: Financial highlight of ING Direct Group
Investigate successes or otherwise of policy.
The execution stages required in the techniques incorporate characterizing the parts, building up appropriate courses of events, preparing the staff, understudies and different partners and guaranteeing that correspondence is kept up. This will guarantee that the procedures have been actualized legitimately and there is consistent change in the effective use of assets. The consistent changes in maintainability can be followed by looking at the present exercises of the college with the built up to standard. Besides, the progressing exercises ought to be recorded reliably and precisely so that the execution can be followed and investigated for consistent change (Nawawi, et. al., 2015).
Policy of being highly responsive towards all stakeholders
ING Direct Australia bank which provide various services and they are accountable towards various stakeholders’ satisfaction. ING Direct is responsible directly toward customer, its community and banks employee and try to solve problems (Nawawi, et. al., 2015).
Techniques used by ING Direct Australia bank for stakeholders are as follow:
Customer: bank tries to resolve their problem and try to connect with them through online portals, web chat and even they have dedicated groups to solve customer queries.
Employee: they try to improve effectiveness and efficiency level of employee by motivating them and solve their problem by having various sessions, improving internal communication procedure and appreciating them by performance analysis.
ING Group: they try to make optimum strategies and best stands for the upliftment of bank and try to achieve banks objective.
Third Party engagement: ING Direct Australia bank have various programs like road shows to increase awareness in public at large, internal and external report formation to provide valuable information at large, business to customer and business to business engagement (Annual report, 2016)
Figure3: ING Business Principles
ING Direct Australia bank’s approach towards stakeholders
This bank gets face to face with the various issues of stakeholders and tries to resolve them as early as possible. The query usually resolves through customer feedback services, mortgage broker road shows and other staff communications. Various steps taken and strategy formulated are as follow:
1.Empowering customer through financial support i.e. by fair and reasonable product at everywhere and evrytime. Bank has 1st position in Net Promoter Score in Australia region. This shows that bank has high trust and confidence within their customers (Sustainability reporting, 2015)
2.Providing high system security and Data safekeeping: in financial 2016 ING Direct Australia bank’s had reported 97% of vulnerabilities and timely sorting out also.
3.Digital innovation: they are completing near 60% their transaction on mobile.
By talent retention and attraction: ING Direct Australia bank’s aim for year 2016 was retention of more than 85% and they were near about to achieve their target. Their retention rate was 82% in 2016(Annual report, 2016)
Figure 4: stakeholder materiality determinants
Modify policy and or procedures as required to ensure improvements are made.
The procedure of approach usage should be observed always and the outcomes ought to be contrasted and the coveted result. The strategies and techniques that had been made already are not an unavoidable reality and must be changed by the prerequisites (Eccles & KrzusM, 2010). This must be done in light of the fact that a few approaches won't be reasonable for the association and have been ineffective, while at different circumstances there are changes in the administration directions. Changes may likewise be required at the season of putting resources into new models or undertaking another venture (Giurco, et. al., 2015).
From the above analysis of sustainability reporting of ING Direct Australia bank it is been identified that sustainability reporting business planning is very important in order to be profit making organisation in longer run. It is been concluded that only profit is not sole factor for the success of organisation. Indeed people and planet are also very important. If any organisation ids taking care of its people and planet carefully by following various rules and regulations then definitely company will sustain for the longer time period. This is the only reason it is been said that every company should follow triple bottom line theory in their organisation.
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