2018
ANNUAL REPORT
Sustainability
Scorecard
Performance Indicators
2018
2017
2016
Customers
Number of customers¹ – (millions)
4.88
4.84
4.65
Access to Financial Services
Number of branches
469
467
470
Number of branches – Singapore only
59
58
62
Number of ATMs
1,669
1,668
1,661
Number of ATMs – Singapore only
758
766
754
Number of contactless ATMs – Singapore only
382
270
38
Number of Ability ATMs2 – Singapore only
20
20
20
Digital Transformation
Online penetration rate for retail customers (%)
63
54
51
Online penetration rate for retail customers – Singapore only (%)
89
82
81
Mobile banking users as a percentage of active online banking users (retail customers) (%)
59
54
45
Online penetration rate for corporate/SME clients (%)
69
60
52
Number of contactless point-of-sale merchant terminals – Singapore only
16,712
10,432
5,723
Customer Experience and Advocacy
Customer compliments – Singapore only
36,985
22,687
15,486
Complaints relating to sale of investment and insurance products – Singapore only (%)
0.20
0.37
0.52
Lending Profile ($ billion)
Loans to small businesses
10.0
9.7
9.4
Loans to medium businesses
46.0
41.0
40.1
Loans to large businesses
107.6
91.4
88.0
Loans to individuals
98.1
93.9
88.1
Colleagues3
Permanent
25,250
24,146
23,904
Permanent – Singapore only
8,714
8,349
8,642
Local (%)
94.9
95.5
95.9
New hires
7,220
6,195
5,715
Female (%)
61.4
61.7
61.5
Female senior management (%)
34.5
36.4
35.9
Female middle management (%)
51.8
51.6
52.1
Female department heads (%)
45.0
40.0
47.4
Female supervisors or managers (%)
51.7
52.8
53.5
Average training hours per headcount
46.1
43.3
36.6
Training expenditure per headcount ($)
992.3
845.5
788.9
Employee attrition rate (%)
21.0
20.9
20.6
Community
Monetary contributions ($ million)
5.1
4.5
4.5
Environment4, 5, 6
Electricity consumption (GWh)
129.39
125.78
125.33
Average energy intensity excluding data centres (kWh per m2 of floor space)
171.07
170.98
177.44
Average energy intensity including data centres (kWh per m2 of floor space)
223.29
220.16
224.79
Scope 2 GHG emissions7,8 (thousand tCO2e)
70.07
68.12
67.81
Scope 2 GHG emissions excluding data centres (kg CO2e per m2 of floor space)
97.15
96.91
100.10
Scope 2 GHG emissions including data centres (kg CO2e per m2 of floor space)
120.98
119.30
121.62
Scope 3 Air Travel Emissions9 (thousand tCO2e)
3.49
2.94
2.61
Water consumption (thousand m3)
849.27
832.00
841.38
Water consumption intensity (m3 of water per m2 of floor space)
1.23
1.23
1.31
Office paper purchased (tonnes)
1,208.84
1,171.26
1,152.45
Waste recycled (tonnes)
493.30
457.06
459.77
Waste landfilled (tonnes)
627.50
623.05
517.62
Waste-to-energy incineration (tonnes)
738.32
767.25
842.44
Waste disposal intensity10 (kg of disposed waste per m2 of floor space)
1.98
2.05
2.12
Economic Value of Contributions ($ million)
Total operating income11
9,116
8,563
7,790
Profit after tax12
4,008
3,390
3,096
Dividends to shareholders
2,052
1,254
1,232
Employee compensation and benefits
2,447
2,224
2,050
Income tax to governments
805
800
669
Suppliers6
Total purchase ($ million)
1,639
1,386
1,324
Purchase from local suppliers (%)
93.5
92.3
93.1
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Includes customers of Group Retail, Group Wholesale Banking and UOB Asset Management only.
-
Ability ATMs are designed to provide visually impaired customers with audio assistance.
-
Applies to UOB Group and includes permanent and contract employees unless stated otherwise.
-
The previous year figures for resource consumption, emissions and waste have been retrospectively adjusted to account for the impact of branch locations and data centres, i.e. in addition to existing data pertaining to office spaces.
-
The previous year figures for resource consumption, emissions and waste have been retrospectively adjusted to exclude UOB-owned spaces that are leased to tenants.
-
All resource consumption intensity, emissions intensity and waste disposal intensity figures comprise of data from our six key markets in Singapore, Indonesia, Malaysia, Thailand and China (including the Mainland and Hong Kong).
-
tCO2e: tonnes of carbon dioxide-equivalent.
-
In accordance with the Greenhouse Gas Protocol guidelines, emissions figures have been retrospectively adjusted to account for acquisitions or divestments of real estate assets, by including or deducting the full-year emissions of each asset back to the year in which they came into existence or operation.
-
The 2016 and 2017 emissions for Malaysia and China have been restated as more comprehensive data became available.
-
Includes both landfilled and incinerated waste.
-
With effect from 1 January 2018, total operating income is presented net of fee and commission expense. The comparative figures have been restated to conform with the current period's presentation.
-
Relates to the amount attributable to equity holders of the Bank.
Notes:
-
The above data, extracted from internal systems and records, covers the period from 1 January 2016 to 31 December 2018, and includes UOB’s subsidiaries unless stated otherwise.
-
Internationally accepted measurement units have been used in presenting the information. The basis for data calculation is discussed in the relevant sections within this report.
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