3. Sustainable Is Successful
2012 was a transformational year in
Callcredit’s journey towards responsibility
and sustainability. I’m especially proud of
our community engagement, where we
launched two new schemes. Over a third
of our Leeds employees volunteered in the
community, and a growing number of our
people were matched pound-for-pound on
money they raised for their own charities.
Our recycling volumes tripled. We offered
our staff a series of ways to embrace a
healthier lifestyle. And we introduced
minimum ethical standards for our
suppliers to comply with.
We also became members of Business
in the Community, who help businesses
like ours understand their impact on
the community and how best to actively
engage. And we published our first
‘Responsible Callcredit’ Report.
This is our second Responsibility Report,
and I’m delighted to reflect on our progress
– both practically and culturally. We ‘do
responsibility’ not just because it’s the
right thing to do. We also do it because
it’s good business sense.
We get great feedback from clients and
employees that they like working with,
and for, an organisation that treats all
stakeholders with genuine respect.
We’ve also saved money, driven innovation
and improved risk management by
thinking differently about our social and
environmental impacts. Responsible truly
is profitable.
Looking forward we are committed to
deepening and broadening this journey.
We will be embedding responsibility for
economic, social and environmental
sustainability into the business from
the inside out.
You will see in this report that colleagues
in our new Lithuanian operation are also
undertaking a range of activities that
complement the UK initiatives.
We’re also starting to go beyond simply
reducing our negative impacts to actively
increasing our positive value. For example
we are beginning to use our business
skills and resources to partner with local
community organisations to help them
deliver social value more effectively.
We’re also looking at how our products
and services can help our clients do this,
including helping with fuel poverty and
financial literacy.
We understand that responsibility isn’t just
about the present day. True responsibility
is looking forward. Callcredit has a bright
future, and we’re proud to help make that
future bright for everyone.
“We do responsibility because
it’s good business sense, good
risk management”
John McAndrew
Chief Executive
Callcredit Information Group
Foreword from the Chief Executive
4. Our regulators, customers and the public
require that our data is used and protected
properly, and that our products and
services strike a fair balance between
commercial objectives and social,
environmental and ethical issues.
Along with many in our industry we are
members of Business in the Community
(BITC), the industry standard for best
practice in Responsible Business.
Together we help support communities,
and in that process improve business. The
aim is to build a genuinely sustainable
economy, a resilient society, diverse
workplaces and a more equitable future.
We follow BITC’s model around the choices
we make that have a positive impact:
Our Marketplace
We act with integrity to our consumers,
clients, suppliers, investors and regulators.
Our Workplace
We look after our people’s needs,
development, health and wellbeing.
Our Community
We put back into society, including our
communities and charitable causes.
Our Environment
We respect the natural world and make
efforts to improve it.
Marketing Solutions and Grange Farm Primary School after
a morning of litter picking and daffodil planting
Our Responsibility
“Our vision is of
a diverse, skilled
and healthy
workforce that
actively volunteers
in communities”.
Adrian Mitri
Chief Operations Officer
5. Aiste and Egle from Consumer Services head
out to deliver some donated kitchen
equipment to the Kaunas Children’s Centre
6. How we do business
Our Stakeholders
We’re often told that Callcredit represents
a refreshing change as a business partner,
supplier, client and employer.
Our journey of constant improvement
is one of learning from experience.
We shape this by consistent and balanced
appreciation for our four stakeholder
communities:
Our Customers
We listen to our customers, giving them
what they need now and in the future.
Our Investors
We focus on market and revenue growth,
managing costs and growing profitability.
Our People
We look after our people’s needs,
development, health and wellbeing.
Our World
We respect the inter-dependence of the
economy, society and environment.
Our Vision and Mission
Our vision for the future is to add unique
value by combining our ideas, capabilities
and technologies to ‘Enable Smarter
Decisions’ by others.
Our mission describes how we make this
vision a reality:
“Callcredit Information
Group unlocks value for
businesses and consumers
by transforming data into
intelligence and insight,
enabling transactions
across multiple channels
and markets”.
Our Values
Our values sum up what we stand for.
They are our consistent core principles
that guide how we do business:
• Listening
To our customers and people
• Integrity
Being honest and transparent with
all stakeholders
• Delivering
Doing what we promise
• Innovative
Finding answers to customers’
new challenges
• Talent
Find, retain and develop diverse talent
• Teamwork
Better together than we are individually
Our Legal and Finance teams sport a selection of mo-tashes
to promote awareness of men’s cancer risks
7. Our values guide how we deliver our vision
and interact with our different stakeholders
8. Our marketplace
Credit Solutions
We work with the private and public
sectors to support responsible
interactions with consumers. Our unique
products assess ability to pay, detect
fraud and verify identity. This helps our
clients address conduct and financial
risk, and so support stability for everyone.
Marketing Solutions
We help the retail, utilities and financial
sectors better target services to their
clients. These include socially and
environmentally sustainable products,
energy efficiency and renewables.
These contribute to reductions in fuel
poverty, pollution and the UK’s carbon
footprint.
Consumers
Noddle, our Free For Life credit report
facilitates financial literacy by helping
consumers understand and manage
their credit profile which impacts their
ability to access products and services.
Noddle can also help to protect them from
ID theft and Fraud and is a service valued
by the financially vulnerable through to
the most sophisticated consumer.
Data Security
We have a duty of trust to hold all data
in a secure environment. Our technical
architecture is ‘state-of-the-art’, and our
processes are certified to ISO27001, the
best practice standard for Information
Security.
Data Compliance
Our Compliance teams work with our
regulators and key industry bodies to
understand what we need to do to
meet our legislative, regulatory and code
of practice requirements. We liaise with
different parts of the business to ensure
we use our data and services in ways
that comply.
Supplier Responsibility
Our suppliers are required to meet
ethical standards in human and labour
rights, and in protecting the environment.
We operate fairly and have built strong
partnerships, including with small
businesses, which helps support
local economies and communities.
“We have quickly
established an open
and honest relationship
with Callcredit”.
Sergio Irwin, Account Manager,
Computacenter (UK) Ltd
“Data sharing is a key
component of the
industry’s commitment
to responsible lending”.
The UK Cards Association
Claire and Hayden from Client Management prep for a Service Review
9. Karen from our reception team connects a ‘consumer call’
from a member of the public
10. Our People
We are committed to developing our
people to reach their potential and
enjoy rewarding careers with Callcredit.
We provided 1,628 days of Learning
& Development in 2012. We aim to
communicate with each other clearly
and work to complementary goals.
Each year we conduct an Employee
Engagement Survey to listen to, and act
on feedback from our people. Our 2012
survey results showed a positive shift
in every section. For example 93% of
employees like working at Callcredit.
All employees experience ‘The Callcredit
Big Picture’ which educates on the past,
present and future direction of the Group.
We have clear policies on Equal
Opportunities, Dignity at Work, Whistle-
blowing, Health and Safety and
understand the value of having a diverse
workforce. We also recognise the need
for a healthy work/life balance, and there
are flexible working arrangements in
place to help support this.
Healthy Workplace
We understand that people’s health and
wellbeing has a direct effect on employee
engagement and productivity. We have a
lot of staff who want to cycle, walk and
run to work. We support this with onsite
showers, secure storage and events like
Bike Week, and Walk to Work Week.
We also provide, from time to time, free
fruit, and health and wellbeing workshops
on subjects such as stress, posture and
nutrition. Our systems are certified to
OHSAS18001, the best practice standard
for Health & Safety.
Social Events
Every year we hold a series of events
across our sites for all our employees
to attend. These provide an opportunity
to have fun together and a way to
recognise our hard work and success.
Our different offices decide what they’d
like to do. Summer BBQs and Christmas
parties are usually popular choices.
“The investment
Callcredit makes
in my Learning
& Development
programme brings
direct benefit to
clients”.
Sue Woods
Head of Business Development,
Key Accounts
“The massage
de-stressed me
and allowed me
to focus more
that afternoon”.
Lauren McGillicuddy
Account Manager
Our workplace
Megan, Bex, Emma and Danielle get our Christmas 2012 party started
11. Dan from our Procurement team rests
up after his morning commute
12. Community Partnering
We understand that the best return on our
community investment is by leveraging our
business skills, contacts, and services.
In 2013 we are working in partnership with
BARCA, a Leeds based charity that helps
people overcome health and social issues.
We will be using our products and contacts
to help address financial exclusion,
our marketing services to improve
fundraising and client outreach, and our
technical experts to assist BARCA with
their IT systems and databases.
Employee Volunteering
In 2012 our people gave 1,460 hours of
their time to deliver projects that directly
benefit society and the environment.
Employees chose the community groups
they would like to support. Projects
included restoring children’s play areas,
wildlife conservation, refurbishing a family
support centre, and hosting events for
the elderly.
In 2013 we will do more challenges that
bring together different teams and offices.
For example visitors to our Lithuania office
will help those teams to refurbish a new
home for the Kaunas Children’s Centre.
Charities
Each year our offices choose a charity to
support and we organise events to raise
awareness and money. Our clients also get
involved, for example 16 of them joined
our 2012 London to Paris cycle challenge,
raising £13,349 for Nottingham Nightstop.
We also match our employees for their own
fundraising. In 2012 this resulted in £56,757
being donated to over forty charities.
Our 2013 charities are the British Heart
Foundation and Kaunas Children’s Centre.
In tandem with our clients we will be taking
part in various BHF challenge events such
as the Yorkshire Three Peaks and London
to Brighton Trek.
“It was such a change
from our normal day.
It was hard work but the
smiles from the children
made it so worthwhile”.
Clare Crook
Management Accountant, and Team Leader
for Finance’s day at Beeston Primary School
“All of us were happy as
we knew that by doing this
we were helping others.
Even if it is a small thing,
it made a difference”.
Aiste Mitrikeviciute
Consumer Services Assistant
Our Community
Jenny from Marketing Solutions, with friends and daughters after the
Race for Life for the Children’s Heart Surgery Fund
13. Our Analytics team gets set to clean up
Barley Hill Playground in Garforth, Leeds
14. Our Environment
Systems
Our systems are certified to ISO14001, the
best practice standard for Environmental
Management. Our ‘eco Senior Management
Group’ oversees the programme and
ensures initiatives are embedded within all
operations.
We made considerable progress in
2012 to bring our different offices up
to these standards, and integrate our
Environmental and Health & Safety
Systems.
Our 2013 objectives are to cut carbon,
reduce waste and increase recycling.
Facilities and Travel
In 2012 we replaced individual waste bins
with shared recycling consoles. This tripled
our recycling volumes and significantly
reduced waste to landfill and incineration.
We also made good progress with reducing
the carbon footprint of our car fleet, and in
supporting sustainable commuting by our
employees.
Green Tech
Our technology refresh cycle selects
hardware that is kinder to the earth in
its use of energy and its manufacture.
Once ‘end of life’ we securely data-cleanse
hardware, and donate it to a local
community charity where it helps with
education and social cohesion.
We’re also doing more with less by
being smarter with how we design and
consolidate our IT services and suppliers.
We’re centralising more processing to
our datacentres, which are powered
using renewable electricity, and use
award-winning technologies for energy
efficiency.
In 2013 we will be rolling out Multi-Function
Devices which will significantly reduce
our print volumes. Our Working Smarter
programme will also reduce paper use
through automation and workflow.
We’re also increasing our use of new
collaboration tools which will reduce the
need for travel, and so save time, costs
and environmental impact.
“Sharing best practice
has been very helpful
to improve our
Environment and Health
& Safety Programme”.
Lis West
Office Manager,
Latitude Digital Marketing
“By innovating we’ve
improved service,
reduced costs, and
stepped more lightly
on our planet”.
Ian Bedford
Group Information Services Director
Vaidas, Livija and Vitalija from our Lithuania team video
conference with Stuart and Valerie in our Leeds office
16. To find out more about Callcredit, please email:
info@callcreditgroup.co.uk
call 0113 388 4300 or visit www.callcredit.co.uk
For more detailed information on the content
of this document please contact:
Press and Media Enquiries:
Duncan Bowker - PR Manager
DDI: +44 (0) 113 826 6700
T: +44 (0) 113 388 4300
Duncan.Bowker@callcreditgroup.com
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