Civic Banking: Pioneers in Banking 2.0

“ We Are Creating Banking 2.0”

AGENDA Index • What is Civic Banking? • What are we doing? • What do we want to do? • Reflections | CAN PIONEERS IN CIVIC BANKING

| CAN PIONEROS EN BANCA C ÍVICA What Is Civic Banking? | CAN PIONEERS IN CIVIC BANKING

2. TETD: la creación de un derecho At the end of 2003, CAN created the right for its clients to choose which social projects CAN will support ‘You Choose: You Decide’ WHAT IS CIVIC BANKING It originated from one problem… : What can we do to make our clients feel incorporated in our social projects? Then, we had an idea: The clients should decide! But we had to make a concession : Those who currently made the decisions, would have to give up that power | CAN PIONEERS IN CIVIC BANKING

‘ You Choose: You Decide’ opened our eyes to a new reality: “The power of people to create change” WHAT IS CIVIC BANKING The distribution of Caja Navarra’s social expenditure: In dark blue: before ‘You Choose: You Decide’ In grey: after ‘You Choose: You Decide’ was implemented | CAN PIONEERS IN CIVIC BANKING

With our long-term strategy we are committed to a different kind of banking: we have formed an alliance with civic and social organizations to create a new community: The Civic Bank WHAT IS CIVIC BANKING | CAN PIONEERS IN CIVIC BANKING 1. Choose which social programs you support… 3. Learn what the projects do with your funding… 2. Know how much CAN earns with your money and how much you can distribute to social projects 4. Participate as a volunteer in the projects.

| CAN PIONEROS EN BANCA C ÍVICA WHAT IS CIVIC BANKING CAN is a catalyst for the community but at the same time is a confident member of it. Our customers value us: Objective: 6.80 / December 2007: 7.02 | CAN PIONEERS IN CIVIC BANKING Ideals Guiding Actions 1. Responsible Equality of relations 2. Transforming Promoting and increasing your rights 3. Good Explaining, why and why not 4. Intelligent Listening to clients 5. Creative 20 minutes a day to think 6. Sensitive Having a genuine interest 7. Idealist Everybody is worthy of credit 8. Evolutionary Inventorying the errors and the no’s 9. Holistic Valuing people for what they want to be 10. Multicultural Incorporating diversity 11. Biological Making our language accessible 12. Fun Contagious optimism

>> 2.400 organizations >> 2.707 projects >> 500.000 associates >> 200 organizations holding accountability meetings >> 300 organizations offering voluntary activities >> 7.000 offers to volunteer >> 530.000 clients have chosen projects >> 650.000 clients know how much we earn from them and how much can be given to the projects they have chosen >> 15.000 clients have attended accountability meetings in the last 3 months >> 3.500 clients have volunteered >> 35.000 total volunteer hours >> 100.000 clients who have come to our branches for activities unrelated to banking Project s Clients WHAT IS CIVIC BANKING Civic Banking has become a social network of over 1,000,000 members | CAN PIONEERS IN CIVIC BANKING

1. ‘You Choose: You Decide’ area : interactive corner to make decisions

Free coffee

Computer area with free internet

4. Library and Bookcrossing

5. Reading area with daily newspapers, magazines and books

6. Children’s area Magus corner for children

7. Stage to promote weekly activities

8. Service Desks 9. Client meeting areas (CEC) The Social innovation areas The financial services area and other areas The Cancha Model has created physical spaces in order to promote community activities. There are more than 100 in Spain and by 2010 there will be 500 WHAT IS CIVIC BANKING | CAN PIONEERS IN CIVIC BANKING

And, like any community, we are growing and we are opening and occupying new venues WHAT IS CIVIC BANKING | CAN PIONEERS IN CIVIC BANKING

Is it possible to create more communities? It is all a question of listening to social trends… WHAT IS CIVIC BANKING 5. Decide where my savings is invested amongst different options | CAN PIONEERS IN CIVIC BANKING

WHAT IS CIVIC BANKING | CAN PIONEERS IN CIVIC BANKING

| CAN PIONEROS EN BANCA C ÍVICA What Are We Doing?

WHAT ARE WE DOING - BLOGS | CAN PIONEERS IN CIVIC BANKING

WHAT ARE WE DOING - LISTENING AND CONVERSING | CAN PIONEERS IN CIVIC BANKING

WHAT ARE WE DOING - AUDIO VISUAL COMMUNICATION | CAN PIONEERS IN CIVIC BANKING

WHAT ARE WE DOING - MICRO BLOGGING | CAN PIONEERS IN CIVIC BANKING

WHAT ARE WE DOING - SOCIAL NETWORKING | CAN PIONEERS IN CIVIC BANKING

| CAN PIONEROS EN BANCA C ÍVICA What Do We Want To Do?

WHAT DO WE WANT TO DO