14 Introduction Customers Social Governance Appendix Environment Sustainability Report 2021 As a financial institution, ttb creates financial value for both investors and employees through dividends and compensation while playing a significant role in stimulating national economic growth and uplifting people’s financial well-being through responsible, inclusive, and accessible products and services. Our customers derive value from our products and services. As such, the Bank invests in digital technologies and IT infrastructure to provide a better financial experience for our customers so that they experience faster, more convenient, easily accessible, and inclusive service. ttb provides training and career development programs for employees with the aimof promoting career growth and opportunities within the Bank. Such value creation in terms of human capital development is not only beneficial to employees, but also to shareholders, investors and society, as it creates a skilled and well-trained workforce. The Bank engages with all stakeholders on a regular basis. Stakeholders’ perspectives are taken into account and their concerns addressed appropriately. We believe that having a robust relationship with our stakeholders will enable us to operate responsibly and deliver innovative need-based products and services to customers and society. The Bank is continuously mitigating its direct environmental impacts and also its consumption of natural resources while complying with environmental regulations in order to alleviate the Bank’s impact on climate change. Input Output Financial Capital All financial assets including assets, deposits and equity. Manufactured Capital External resources such as suppliers and contractors are required for business operations; and product and service development. Human and Intellectual Capital Time, skills and knowledge of our workforce; systems; technology; and innovation which contribute to business operations. Social and Relationship Capital Engagement and relationship building with stakeholders including customers, employees, investors, shareholders, regulators, and society. Natural Capital The consumption of natural resources by business activities, i.e., energy consumption and water withdrawal. Financial Capital • 65,537 million Baht of operating income • 10,474 million Baht of net profit • Return on equity: 5.1% Manufactured Capital • 60% increase in ttb touch active users compared to 2020 • Zero data breach cases with customer impacts Human and Intellectual Capital • Development programs such as ttb Hackathon, Objective and Key Results (OKR), etc. • Financial well-being Awards and Digital Enabled Awards • Launch of new products and services such as Business ONE, Cash Your Car, Cash Your Home Social and Relationship Capital • The Bank’s NPS score: 64 • 1,131 volunteers for 2,640 hours • Community investment of 53 million baht Natural Capital • GHG Scope 1 emissions: 297.9 tonnes of carbon dioxide equivalent • GHG Scope 2 emissions: 5,731.9 tonnes of carbon dioxide equivalent • GHG Scope 3 emissions: 116.0 tonnes of carbon dioxide equivalent** • GHG emissions from R22 refrigerant: 10.6 tonnes of carbon dioxide equivalent ttb inspires people to Make REAL Change by using our financial expertise to address the needs of our customers for better financial well-being. ttb strategic intents: • Focus on customer centricity • Build deposit and transactional banking products excellence • Continue leading in auto loan and lending products • Build sustainable and recurring non-interest income • Optimize capital utilization and liquidity management • Enhance digital capability and solutions • Capture synergy realization ttb value creation Value to Stakeholders ** GHG Scope 3 emissions are calculated from activities: business travel (fleet cars) operated by external parties, paper usage and water consumption.
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