Groupe La Poste // CSR REPORT 2022

Accelerating the digital transformation by ensuring ethics and digital security 4 FOSTERING ETHICAL, INCLUSIVE AND FRUGAL DIGITAL SERVICES ■

■ legal aspects, including the updating of information notices and subcontractors’ contracts to ensure their compliance with the GDPR. In 2021, the GDPR clause was updated, following the publication by the European Commission of new guidelines. A data protection impact analysis programme is carried out to ensure compliance of the processing operations requiring this type of analysis; ■ awareness-raising and training for employees on personal data protection, which is based on the group’s data protection Intranet, accessible to all group employees, and on several training modules; ■ coordination of La Poste Groupe’s data protection community, resulting in a series of information and discussion meetings; 4.1.2 Artificial intelligence (AI) La Poste Groupe aims to carry out 70 AI projects by 2023 to optimise employees’ processes and work and to create value for customers. 4.1.3 Customer knowledge The group capitalises on several KYC programmes rolled out within its business units: ■ a single customer account; ■ a customer file shared between the business units (except La Banque Postale, for regulatory reasons); and ■ a data lake to receive and consolidate the data. The group’s customer knowledge base therefore pools data for both individual and professional customers (www.laposte.fr is the leading account creator in France for these categories). The introduction and use of this database meets two major needs: ■ enable each division to better understand customer behaviour, irrespective of the channel used, within its scope of activity; ■ understand a customer’s overall behaviour in his or her relationship with La Poste Groupe, thus making it possible to align players from different business units. Customers are segmented based on knowledge of their usage, analysis of multi-channel customer paths, Customer Indicators and the annual study of Customer Uses, ensuring full compliance with the group’s fundamental rules and the Data Charter (see La Poste Groupe website).

■ risk management through a permanent control plan initiated in 2021. The ambitions of the Data Charter , rolled out to all La Poste employees, are as follows: ■ provide customers with a constantly growing range of services; ■ give people control of their data; ■ protect data and report on how it is processed; ■ guarantee trust-based collaborations between partners; ■ commit to the common good.

With the aim of guaranteeing trust in digital technology, including on the issue of the ethical use of AI in customer relations, the group has strengthened the framework, the human asset, the technical asset and the expertise asset.

Several sections of La Poste Groupe’s 2022 URD present the group’s strategy in terms of customer knowledge and satisfaction: ■ group Section 1.1.4.3 “Seven strategic priorities guiding our actions”, sections “Serving customers with the highest level of quality, innovating and winning over new customers (corporate clients, young people, etc.)” and “Making our presence increasingly felt, thanks to the combined power of our physical, digital and human networks” (p. 27); ■ Services-Mail-Parcels : Section 1.2.1.2 “Main transformation areas for the business line”, section “Customer satisfaction as a priority” (p. 40-41); ■ GeoPost : Section: “Operational excellence for enhanced customer service” (p. 50); ■ La Banque Postale : Section “The policy for financially vulnerable customers, a hallmark of La Banque Postale’s community commitment” and “The accessible banking mission” (p. 57); ■ Consumer and Digital Services : Section 1.2.4.1 “Customer experience and “equal attention” approach”, sections “Know your customers better so as to serve them better” and “A “quality plan” to enhance the customer experience” (p. 65-66).

CSR Report 2022/ LA POSTE GROUPE 63