BPCE - 2018 Registration document

2 NON-FINANCIAL PERFORMANCE REPORT

A range of services to meet the challenges facing our customers

they provide visually-impaired customers with free account ● statements in Braille and some are issued specially-designed guides and checkbooks. They also endeavor to make their services accessible by installing ATMs with Braille and voice guidance features as well as specially-designed online tools. In 2018, the networks provided special training focused on serving disabled customers (sign language, serving persons with disabilities, etc.). They directly encouraged the employment of persons with disabilities by raising awareness, advising local companies and offering practice job interviews to job-seekers with disabilities; the act of October 7, 2016 for a digital republic required all ● companies to provide a customer service line accessible to deaf and hearing-impaired customers to ensure that their needs are met and they are given the same level of service as their other customers. In keeping with its Disability policy, Groupe BPCE decided to get ahead of legal requirements and make all of the Group’s commercial telephone lines accessible. To do this, it negotiated a national agreement with a translation platform covering the entire Group. Under the agreement, a videophone interpreting service will be set up between bank employees and deaf or hearing-impaired customers for all disability-accessible Groupe BPCE commercial contact points (CRCs – Customer Relations Centers, branches and e-branches). This means three people are involved in the conversation: the advisor, the interpreter and the customer; BPCE Assurances has established an accessibility system for ● customers who are deaf or hearing-impaired. Policyholders can now directly access contract management, assistance, and claim and compensation services via the website of their Caisse d’Epargne. In addition, emergency assistance by text message is provided 24/7 in the event of a claim or vehicle breakdown. This tool allows customers who are deaf or hearing-impaired to get in touch with an insurance representative using instant transcription or remote video interpreting services. This allows them to make contact independently, without the need for a third party, as is often the case; several banks also have customer advisors trained in sign ● language. Furthermore, they have developed products specifically designed for persons with disabilities, for example to help them purchase equipment and adapt their home to meet their needs.

In a period of major societal change, the objective is not only to provide support on recurrent topics involving money (managing a budget, relations with the bank, knowing how to talk about money, planning for life events, etc.) but also to meet new challenges requiring particular knowledge: digital money, sustainable development, professional retraining, setting up a business, etc. In 2018, 3,014 sessions were held with about 45,681 trainees. They included: 16,500 young people from schools and vocational centers; ● 25,000 people receiving assistance from entities in the social and ● solidarity-based economy or other social organizations; over 500 social workers and volunteers, mainly from the social ● services divisions of associations, mentorship organizations, and local governments. All of these actions are concrete responses to current priorities of banking inclusion and the prevention of over-indebtedness. The initiatives take the form of workshops/training sessions that combine theoretical learning and practical experience. 54% involved budgeting and money issues in everyday life; ● 19% involved banking and payment instruments; ● and 11% involved issues related to credit, microloans and ● excessive debt. The association, which celebrated its 60 th anniversary in 2017, is recognized as a pivotal figure of financial education in France. It is a member of the Operational Committee for National Financial Education Strategy run by the Banque de France. Its educational materials are available on the Finances & Pédagogie website and are also published on the national portal, Mes questions d’argent (My questions about money). It is also accredited by the French Ministry of Education. Its key teaching materials are validated and incorporated in the educational library of the INC (French National Consumer Institute). The association aims to be a player on the ground, where its partners request its help, at key times in individuals’ personal and professional lives, fully contributing to economic citizenship. Finances et Pédagogie works closely with over a thousand different public, private and non-profit partners all around the country.

Promoting access to banking services for persons with disabilities

The Banque Populaire banks and the Caisses d’Epargne have taken various steps to facilitate access to banking services for persons with disabilities:

BRANCH ACCESSIBILITY ➡

Change 2017-2018

2018

Indicator

2017

2016

Number of accessible branches (2005 Disability Act)

6,474

5,024

4,706

29% 38%

Percentage of accessible branches (2005 Disability Act) (as a %)

87%

63%

59%

72

Registration document 2018