Employees Our priority through the crisis has been to protect our employees while remaining open for business in order to support customers, communities and the economy. We introduced several measures to protect the health and well-being of our employees. Where possible, we implemented remote working. We also split locations to reduce workplace density, lessening the risk of spreading the virus while maintaining business continuity. We provided online tools, working protocols and guidelines, as well as regular weekly updates on COVID-19 from the top management, to ensure a smooth and effective transition during this unforeseen business disruption. During lockdown, we rolled out FUN FUN MONDAY – a mental well-being initiative with weekly activities – tobuilda stronger senseof community, support employees working from home and keep them engaged during this difficult time. Due to the uncertainty and severity of COVID-19, the bank also extended health insurance for the virus to employees and their immediate families, providing them with extra protection and peace of mind and reducing fear and anxiety. Furthermore, we stepped up thecleaninganddisinfectionof all locations, set up thermal scans for screening at office buildings and temperature checks at branches, installed protective screens at counters, supplied alcohol sanitizers and providedmasks for all employees. During lockdown, transportation was also provided to branch employees to avoid the use of public transportation for their work commute. During the rapidly changing situation, some business units experienced a surge in workload that exceeded their capacity. In response, we adjusted our operating plans and reallocated employees to support and facilitate customer demand in a timely manner. As a result, a number of employees with more flexibility were diverted to support high demand functions, especially the contact center. Due to a spike in customer demand for assistance via online channels, we had to quickly train and temporary relocate 110 employees to support contact center addressing their needs. Communities In addition, the bank has launched several initiatives and campaigns during the COVID-19 crisis to help communities through its FAI-FAHandPunBoon Platform. At the peak of the pandemic, the ‘Volunteer from Home’ campaign was launched to provide DIY face shields to frontline medical workers. The campaign enlisted volunteers, both employees and members of the public, to make face shields, resulting in a total of 8,000 pieces being successfully delivered to frontline workers in eight targeted hospitals. The bank also raised funds, donated by employees and the public, to support Pranangklao Hospital’s installation of aModular ScreeningUnit, worth two million Baht. To support affected communities, a FAI-FAH Sharing Center was launched with the goal of helping more than 1,500 unprivileged children gain access to free learning tools, so they could utilize their time at home more productively. Furthermore, thePunboon Fight COVID-19 campaign, leveraged under our PunBoon Platform, helpedmore than 10 foundations and hospitals by raising funds totaling 20 million Baht. 8,000 DIY face shields delivered to 8 targeted hospitals 20 million Baht in donations raised by the Punboon Fight COVID-19 campaign 2 million Baht raised for installation of a Modular Screening Unit at Pranangklao Hospital campaign 20 Su s t a i n a b i l i t y Re po r t 2 0 2 0 I n t r odu c t i o n Cu s t ome r s En v i r o nme n t a l & So c i a l I mp a c t s Pe op l e Go v e r n a n c e App e nd i x
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