Securitas Argentina Corporate Social Responsibility Report

Transcription

1 Securitas Argentina 2012 Corporate Social Responsibility Report

2 2012 Corporate Social Responsibility Report

3 2 Securitas Argentina Securitas Argentina 3 Words from Christian Faría Securitas Argentina s Country President Words from Patricia Sclocco Communication, Public Affairs and Corporate Social Responsibility Director Our Sustainability strategy is based on the generation of quality work, transparence and training of our security guards at the Securitas Institute; we are convinced that our contribution to the Industry is to share our knowledge as global company in order to improve the development of the Private Security sector in our country. We are guided by the cornerstones of our Road to Follow : loyal clients, committed employees and sustainable profits, therefore, we are focused on clients, innovation and specialization of our security solutions. We worked hard during this year. We created an Executive Committee composed of security solution directors, regional directors and segment directors that is in charge of performing all actions related to the strategy of the business as defined by the Board of Directors. We commenced a decentralization process as well as a process to create regions with operation support sectors so as to be closer to clients; we created AMBA Region (Bs. As. Metropolitan Area). In order to contribute to the technological solutions of the Securitas Group, we acquired Federal Resguard, a company specialized in the Gated Communities segment as well as Trailback, a company specialized in satellite monitoring solutions. Following this line of ideas and aimed at fostering the Innovation culture so as to create value for our clients, improve the quality of our services and turn operations more sustainable, we launched the first Innovative Ideas Contest for all employees of Company and 29 projects were submitted. In alignment with a global level responsible management, we re-launched the Value and Ethics Code which includes the main principles to be complied with by all employees and suppliers of Securitas. In order to deepen the communication channels with our people, we created the Defensor del Empleado [Ombudsman] as a channel to solve queries and complaints related to defaults on the Code of Conduct in a safe and confidential manner. Furthermore, we also implemented the Portal del Guardia [Guards Portal], an online platform where guards from all regions may access to information on their activities, download documents, submit queries and acquire knowledge on Securitas. We know that despite the goals achieved, we still have several challenges to meet. We expect that the information shared turns out to be interesting for you and we are confident that this Report will make our actions, as a company committed to responsible management, more transparent. Our working teams feel satisfied that they are able to show and share our CSR strategy. The contents of this new report prepared by all areas of the company together include testimonies and information on management advances and learning, including commitments and challenges of Securitas Argentina. At regional level, we worked hard to align the strategy taking as the bases of our work the training of security guards at the Securitas Institute; through this institute we try to improve the services offered and, in turn, to cooperate with the institutionalization and professionalization the industry. In this way we show our commitment to our people, developing knowledge and professionals with expertise in private security, motivating them to better themselves both at personal and professional levels and offering growth opportunities in the company. The launching of the program Defensor del Empleado as a mechanism to listen to our employees and as a tool to place us at the forefront on human resources issues and challenges us to continue working to meet the needs and queries of security guards. With our Program of labor inclusion of physically disabled persons we generate quality employment and reinforce our bonds with the social sector, working in coordination with entities in order to create a working team whereat diversity and equal opportunity stand out, adding value to our company. We renewed our commitment to intensify our work so that our company continues generating quality employment, training professional guards and showing transparence when giving explanations to our audience of interest. We are convinced that Sustainability is a one way road and we will continue offering our individual and corporate efforts to build every day a company with an integrated and sustainable management.

4 4 Securitas Argentina Securitas Argentina 5 Table of Contents Introduction 6 I. Securitas Argentina and CSR 9 II. A Responsible Business Model 15 III. A company based on values 21 IV. A company built by persons 29 V. Solutions at the service of clients 39 VI. Works focused on the community 49 VII. Respect for the Environment 55 VIII. GRI Indicators 62

5 6 Introduction Introduction 7 Fiel, which rendered business in Buenos Aires and in the North West area of the country. Thereafter, the company continued its expansion process through the acquisition of other local security companies and the inclusion of new businesses. The rendering of security services is regulated by different laws 1 applicable in each province of the Argentine Republic. Irrespective of such fact, in general terms, it is an industry where informal working relations prevail, depriving security guards of rights such as labor union memberships, paid vacations and training among other rights. Taking into consideration the needs of our clients, Securitas contributes its international experience offering training also to its clients so as to take them closer to best global practices applicable to each of their businesses. Introduction Securitas Group Securitas is a worldwide leader in security, performing operations around the world. Securitas protects homes, work places and the society as a whole. Its main activity is rendering security services grouped in specialized guarding, mobile services, monitoring and consulting services as well as investigation services. Securitas has more than 300,000 employees worldwide, offers a wide variety of security solutions tailored to the needs of different industries and clients segments. The security services it renders include patrol, access control, fire detection and prevention and surveillance among other services. In 2012, the total sales of the Securitas Group amounted to SEK 66,458 million. Securitas is currently the security services market leader in several countries within Latin America and has approximately 36,000 employees in seven countries within the mentioned region: Argentina, Chile, Colombia, Costa Rica, Ecuador, Peru and Uruguay. Securitas in Argentina - Responsible leader in the private security industry Securitas is the leading security provider in Argentina -it has the highest number of employees, the most important market share and the highest billing. Furthermore, it decided to assume its leading position to enhance and professionalize the private security sector. Securitas arrived in Argentina with the acquisition of the well-known local company Organización The management of the security knowledge is one of the priorities of the company. The Securitas Institute 2 is the training center where all employees of the company receive tools to acquire abilities and skills that improve their possibilities to grow. The commitment of the company is evidenced through several initiatives that have positive results in the industry, among them we can mention a wide range of training courses offers to security guards as well as the contribution of innovative ideas and good international practices to improve the services offered in the country and foster a more responsible work framework for the industry. The security business is regulated by Law 1913 in the jurisdiction of the Government of the City of Buenos Aires and by Law in the jurisdiction of the Province of Buenos Aires. In the interior of the country, each province has provincial rules: There is more information available on page 31 of this Report. 1

6 8 Securitas Argentina I. Securitas Argentina and CSR The security business is based on reliability. Only a responsible management and a transparent communication may generate trust among groups of interest. As from such certainty, Securitas Argentina has undertaken the commitment to perform businesses taking into consideration social, economic and environmental issues Corporate Social Responsibility Report

7 10 I. Securitas Argentina and CSR I. Securitas Argentina and CSR 11 I. Securitas Argentina and CSR Working with responsibility implies opening your mind, analyzing benefits and impacts related to the company s business and acting consequently, taking into consideration all groups of interest. The security services rendered by Securitas Argentina contribute to economic as well as social development: it offers to security guards a quality employment, making all transactions with clients easier, cooperating with the progress of communities through labor inclusion programs and programs to support education and environmental management that minimizes the use of natural resources. Securitas Argentina is aware that enlarging the scope of its services, making access to its services easier, is one of its main challenges that will consolidate its responsible management since this is the way to enhance the positive effects related to the business: employability, inclusion and, of course, security. When designing the CSR strategy, the company has three standards: Efficiency: to put resources into such activities that may be successful and/or may make a significant difference. Realism: to undertake projects and liabilities taking into account the management capacity of the company. Profitability: to implement initiatives which fall within the business plan of the company. Securitas Argentina points out the relevance of security guards and their families within the groups of interest. That is why CSR s main areas of action are focused on them. Irrespective of this fact, all groups of interest are deemed important for the company as well as their expectations as regards Securitas Argentina s actions. There is a fluid and continuous communication with all of them through different dialog channels: Groups of Interest Expectations Dialog Channels Shareholders and executive officers Clients Employees Enforcement Authorities Community Environment Other companies of the sector Suppliers Respect for the values of the company Compliance with the legal framework Ethical and transparent management Compliance with legal responsibilities Specialization in different services Quality services Labor conditions Training and development Labor security and health Compliance with the legal framework Cooperation with authorities and government Coordination with other institutions Cooperation with community Support to Social Organizations Help to employees family Environmental impact management Environmental protection awareness Respect for all companies within the sector Dialogue as a way of understanding Clear and transparent acquisition processes Compliance with payment terms Long term relationships allowing the planning of commercial operations Corporate Social Responsibility Report The publication of the CSR Report is aimed at sharing with all groups of interest of the company all programs, practices and initiatives developed within the framework of the CSR management. The report is not only a valuable communication tool but also an essential tool to measure and evaluate work and progress as well as to identify those areas that require more attention. Annual reports/quarterly videoconferences My Securitas Executive Board of Directors Meetings Regular visits by Operation Managers/ Satisfaction Survey Web Securitas Info Securitas/Intranet/My Securitas Web Securitas/Performance evaluation Public-private articulation conferences Participation in chambers of the sector Programs with the community Web Securitas Annual Report Annual Report Participation in chambers of the sector Audits Web Securitas Annual Report Securitas Argentina understands that the dialogue with the groups of interest is one of the best tools that companies have in order to show their commitment and transparence towards the community whereat they operate. The aim of this face to face communication tool is to reveal the expectations of the different audience to which the company is related in order to answer with concrete actions. Securitas Argentina s fourth CSR Report, as previous reports, was prepared following the guidelines of the reporting standard G3.1 of the Global Reporting Initiative (GRI) for a level C application. Securitas Argentina Reporte de Responsabilidad Social Empresaria 2010 Securitas Argentina Reporte de Responsabilidad Social Corporativa 2011 The data included in the publication correspond to initiatives implemented by Securitas Argentina during the year 2012 and comprises all domestic operations of the company. Securitas Argentina Memoria de Responsabilidad Social Empresaria 2009

8 12 I. Securitas Argentina and CSR I. Securitas Argentina and CSR 13 High satisfaction levels Securitas Argentina Decent labor conditions Clients Security Guards and Employees Commitment to quality services Working team that prepared the CSR Report: Management and Finance Department: Brenda Ratto - Purchase Chief. Gastón Corrado - Tax Responsible Person. Romina Semino - Payroll. Commercial Department: Natalia Pereyra - Coordinator. Communication, PA and CSR Department: Patricia Sclocco - Director. Vanesa Colaneri - CSR Analyst and Report Coordinator. Jimena Ezcurra - Communication and Brand Analyst. Innovation and Technology Department: Bibiana Ferreira - Controller and Management. Risk and Legal Department: Juan Ratto - Director. José María Soneira - Quality Management Systems Responsible Person. Maximiliano García - Security, Health and Environment Responsible Person. Paola Cámara - Quality Auditor. Human Resources Department: Patricia Lindblom - Director. Luis Lagos - Employment, Compensation and Development Responsible Person. Gladys Rodríguez - Medical Team and Special Program Coordinator. RR.II Department: Néstor Cruzado - Director. General Management: María Laura Paladini - Management Support and Community Program Coordinator. Two dialogue meetings were held: one with representatives of media specialized in CSR and another with persons responsible for management areas. After analyzing opinions and contributions resulting from such meetings a materiality report was prepared considering also the feedback of other internal and external sources relevant to Securitas Argentina. Issue The security business in general Company/business relation Health and safety at work Training and education Chapter A responsible business model A company built by person A company built by persons A company built by persons The conclusions of such report show those issues that constitute a priority for Securitas Argentina and that are dealt with throughout the publication so as to answer those concerns expressed during dialogue instances. Indirect economic impact Corruption A responsible business model A company built on values Again; in order to prepare the report we requested the cooperation from different areas of the company through information surveys and the final approval of contents. Above, from left to right: Brenda Ratto, José María Soneira, Romina Semino, Natalia Pereyra, Patricia Sclocco, Gladys Rodríguez and Maximiliano García. Below: Vanesa Colaneri, Laura Paladini, Bibiana Ferreira, Jimena Ezcurra, Paola Cámara and Luis Lagos. Absent from the photograph: Patricia Lindblom, Juan Ratto, Néstor Cruzado and Gastón Corrado.

9 14 Securitas Argentina II. A Responsible Business Model Securitas, worldwide security leader, is consolidated as the first private security company also in Argentina. The integrity of its actions, the efficiency in its daily operations and its vocation of services are the factors that contribute to its leadership Reporte Corporate de Responsabilidad Social Responsibility Social Report Corporativa 2012

10 16 II. A Responsible Business Model II. A Responsible Business Model 17 II. A Responsible Business Model Loyal Clients Commited Employees Sustainable Profits Central Region South Region Littoral Region AMBA Region 4 Regions: AMBA Buenos Aires Central Córdoba Littoral Paraná South Bahía Blanca In order to continue creating a responsible and successful business model, Securitas is guided by the Camino a Seguir [Road to follow], which is based on four management cornerstones: loyal clients, employees committed to their tasks, sustainable profits generation and innovative, quality and efficient solutions for clients. During the year 2012, Securitas grew and therefore, contributed with the following: New investments: Acquisition of Federal Resguard, a company specialized in the gated communities segment and with several services in the province of Mendoza. The operation contributed 970 employees. Acquisition of Trailback, company specialized in developing satellite monitoring solutions based on GPS. The operation contributed to the Securitas Group by creating more integration to new security technological solutions for clients. New offices: San Juan: taking into consideration the importance of the market of San Juan for Securitas operations during recent year, a new office was inaugurated in the center of the city of San Juan, to render services related to commercial, financial, warehouses and mining activities. Córdoba: the Central North West region of Argentina also inaugurated a new a regional branch located at Cerro de las Rosas in the City of Córdoba, generating a better work space for Administrative, Commercial and Information Technology Departments. 15,000 employees in the whole country. New regions: AMBA: more than two years ago, Securitas started a decentralization process at Branch Management level and created regions with operation support areas in order to better meet the needs of both its clients and employees. That is why it created Regional Centro [Central Region] with its main office in the city of Córdoba; Regional Litoral [Littoral Region] with its main office in the city of Paraná, and Regional Sur [South Region], with its main office in the city of Bahía Blanca. The last step in this process was taken by the end of the last year with the creation of Regional AMBA (Buenos Aires Metropolitan Area) [AMBA Region], which includes the City of Buenos Aires, Buenos Aires Suburbs and the North and West areas of the province of Buenos Aires. Gabriel Di Césare and Alejandro Castex are in charge of this region and report directly to the Country President. Its operating structure is divided into four Security Solution Departments. The road to follow. Focused on the client to provide specialized solutions Operating leadership to strengthen the business essence Inspiring a culture of innovation and value for our clients Developing knowledge on security and share better practices To offer to our clients innovative and effective solutions of excellent quality. El Camino a seguir.

11 18 II. A Responsible Business Model II. A Responsible Business Model 19 SECURITAS ARGENTINA IN NUMBERS Provinces in which it operates Offices Employees 14,971 10,827 Market share 14.6% 14% Net sales AR$1,523,717,785 AR$1,052,896,538 Salaries and social benefits AR$1,005,139,149 AR$767,368,696 Operating costs AR$364,254,000 AR$105,672,497 Tax Payments AR$121,900,000 AR$77,330,189 Dividends and interest and loans AR$28,370,000 AR$61,655,404 Payment to suppliers AR$412,624,916 AR$120,640,715 Local suppliers 2,028 1,513 Local purchases percentage 95% 95% Investment in efficient vehicle fleet to reduce CO2 emissions AR$7,800,000 AR$5,870,822 Commercial companies that are part of Securitas Argentina s Group: Securitas Argentina S.A. Vigilancias y Seguridad S.A. A.I.P.A.A. S.A. Securitas Servicios S.A. Seguridad Argentina S.A. El Guardián S.A. Seguridad Cono Sur S.A. Vigilan S.A. Securitas Argentina s Organizational Structure: Videco S.A. Fuego Red S.A. Trailback S.A. Federal Resguard S.A. Securitas business strategy has three management foundations: loyal clients, employees committed to their tasks and sustainable profits. Services / Clients Security Guards Supervisors / Service Chiefs Considering the market needs, Securitas Argentina offers three different kinds of solutions: a) Security solutions: through specialization, segmentation and professionalization of the business and employees, the solutions offered are tailored to the needs of the clients. Physical surveillance. Mobile Services 3. Monitoring and Acuda Services. Satellite vehicle monitoring. Facilities. Alarm monitoring. Access control. STM (maintenance). c) Consulting and investigation: solutions and risk managements. Evacuation plan. Training of personnel on security issues. Protection of executive personnel. Business continuity plan. Branch Management Aviation Branch Management Gated Comm. Branch Management Ports Branch Management Videco D.S.S. 2 D.S.S. 1 Branch Management Branch Management Branch Management Branch Management Branch Management Bs. As. 1 Bs. As 2 Interior 1 Interior 2 Interior 3 Mobile Center Center South Staff C&I CMT Systems Manag. b) Innovation and technology: installation, monitoring and maintenance. Country President 3 Itinerant surveillance services. The same security officer performs guarding services for multiple customers within the same geographical area during one shift.

12 20 Securitas Argentina III. A company based on values Thanks to the knowledge and efficiency of the local management, the international experience and an effective business model, Securitas managed to became the leading supplier of security solutions in Argentina. Securitas success is based on the performance of a committed working team with solid corporate values Corporate Social Responsibility Report

13 22 III. A company based on values III. A company based on values 23 III. A company based on values Mission: to protect homes, workplaces and society. Visión: to turn Private Security into a model of benefits for workers, clients and shareholders. Values: a. Integrity: It means to work with honesty, complying with all laws, respecting all obligations undertaken with clients, with security organizations, with tax entities and the community in general. Securitas always complies with its integrity requirement, openly expressing its own opinions, informing irregularities and not withholding information. b. Vigilance: being professional implies seeing, hearing and evaluating. Securitas employees are always attentive and alert and notice things other do not. Thanks to their vigilance we are aware of potential risks and incidents that may take place in our clients premises. c. Helpfulness: Securitas employees will lend assistance when needed even if it is not specifically related to their job. Values and Ethics Code As regards all actions carried out by Securitas, it is essential the compliance with laws, the maintenance of high ethics standards and the protection of our shared values because they constitute the foundation of the trust of Securitas clients, employees, shareholders and stakeholders. to the values of the company and supports the principles set out in the United Nations Universal Declaration of Human Rights, the International Labor Organization s Declaration on Fundamental Principles and Rights at Work and the Organization for Economic Cooperation and Development s Guidelines for Multinational Enterprises. The mentioned Code includes guidelines on the following issues: Compliance with local laws and rulings. Human Rights. Employees. Business Ethics. Environment and sustainability. Commitment with the community. Compliance with Securitas Values and Ethics Code is mandatory for all members of the company and ensures that Securitas continues to be a company valued and respected by all groups of interest. In 2012, the code was re-launched for al Securitas employees at global level. The version is available at Corporate Social Responsibility in our web page: These principles are also essential to keep the strength and reputation of Securitas brand, to foster sustainability and the long term growth of our company. Securitas Values and Ethics Code is one of the corporate keys of the company. It establishes the main principles that must be complied with by all employees and suppliers of Securitas. The Code is closely related

14 24 III. A company based on values III. A company Securitas based Argentina on values 25 Defensor del Empleado [Ombudsman] Securitas created in 2012 the Defensor del Empleado. A safe and confidential channel to deal and solve all queries and denounces on ethics and security issues as well as on any other concern related to employees labor environment. The reports and queries are received by eldefensordelempleado@securitasargentina.com, by a pay-free telephone line and by courier and they are managed through a workflow aligned to the Quality Management System. Securitas Argentina s Executive Committee Country President / Christian Faría Controller / Alberto Alesci Risk and Legal Director / Juan Ratto Innovation & Technology Director / Marcos Gómez Security Services Director / Miguel Feroglio Securitas Gated and Private Communities Director / Gabriel Di Cesare Securitas Gated and Private Communities Director / Alejandro Castex South Region Director / Fernando Azpiroz Littoral Region Director / Marcelo Tortul IT Manager / Lucas Rinaudo Mobile & CMT Manager / Sebastián Cruzado Statistics of denounces as of Claims Type of claim Claim channel Received Ended Pending Wrong salary liquidation Bad treatment Harassment Ended termination of claimant Mail Tel. Central Region Manager / Luis Magistrali Aviation Department Manager / Víctor Sosa Buenos Aires Region 1 Manager / Alberto Nieto Buenos Aires Region 2 Manager / Pablo de Bueno Buenos Aires Region 3 Manager / Hugo Gismondi Corporate Government Securitas Argentina has a solid corporate government scheme and an integral management system that ensure compliance with business objectives with ethics and integrity. Board of Directors Chairman / Luis Vecchi Vice-chairman / Carlos Rinaudo In 2012 the Executive Board was created. Such Board is composed of security solutions department directors, regional directors and segment directors who are in charge of the execution of actions related to the strategy of the business defined by the Executive Board of Directors and of the report on the implementation results. Country President / Christian Faría Controller / Alberto Alesci Commercial Director / Julio Terrado Communication, Public Affairs and CSR Director / Patricia Sclocco Financial Director / Omar Martín Innovation & Technology Director / Marcos Gómez The Executive Board of Directors is the main governing body of the company in charge of defining the general strategy and policies of the company as well as administering the resources and approving policies. It is composed of thirteen directors that meet regularly in order to supervise strategies, compliance with operating objectives and issues related to business management, among them we can mention CSR issues. The remuneration of the members of the board of directors is divided into a fixed amount and a variable amount according to the level of responsibility and it is determined based on the results of the business and the performance level. Human Resources Director / Patricia Lindblom Institutional Relations Director / Néstor Cruzado Risk & Legal Director / Juan Ratto Risk & Legal Director Ibero-America / María Fernanda Gutiérrez Security Services Director / Miguel Angel Feroglio 2012 Corporate Social Responsibility Report 2012 Corporate Social Responsibility Report

15 26 III. A company based on values III. A company based on values 27 Risk Management There are several risks related to our industry, from the point of view of operations, economy, finance and legal as well as risks that are inherent to the security tasks undertaken in connection with clients. Before rendering services, the company prepares a Security Report to measure the magnitude of possible risks both related to the services and the client in order to determine not only risks but also the best services tailored to the needs of the client. Interaction with chambers, business associations and the public sector As leading company within the sector, Securitas is responsible for fostering a professional and responsible development of the security industry. To such effect, it actively participates in chambers, business associations and cooperates with governmental authorities at national, provincial and municipal level always trying to identify opportunities to cooperate and improve both the service and the community. We adhere to the principles of the United Nations Global Compact. At global level, to the Universal Declaration of Rights from the United Nations Organization (UNO), to the Labor Fundamental Principles and Rights from the Labor International Organization (ILO) and Guidelines for Multinational Companies from the Organization for the Economic Cooperation and Development (OECD) Objectives Advancement Level To achieve the commissioning of the Registro de Agencias de Seguridad Privada (RASP) [Private Security Agencies Registration] 4. Partial achievement (only 35% of advancement as regards this process) To foster the improvement of the industry through a continuous improvement process Participation in business chambers: Cámara Argentina de Empresas de Seguridad e Investigación (CAESI). Miguel Feroglio is Regular Member of the Board of Director, President of the Academic Issues Committee and Member of the Executive Chair. Carlos Rinaudo is Regular Member of the Directors Committee, President of the Economic Affairs Committee and of the Labor Issues Committee. Cámara de Empresas de Seguridad de Buenos Aires (CAESBA). Luis Vecchi is the president of such institution. Cámara de Comercio Sueco Argentina. Luis Vecchi is the Treasurer of such entity. Forética Argentina Asociación Civil. Luis Vecchi is the president of such entity. Cámara de Comercio de Estados Unidos en Argentina (AmCham). Cámara Española de Comercio de la República Argentina. Cámara Argentina de Seguridad Electrónica (CASEL). Cámara de Industria y Comercio de la Matanza (CICM). Cámara Industrial from Parque Industrial Pilar. Consejo Empresario Argentino para el Desarrollo Sustentable (CEADS). Instituto para el Desarrollo Empresarial de la Argentina (IDEA). ASIS International. To work in favor of the amendment of Law ruling the private activity in the province of Buenos Aires in order to extend the limit of the number of security guards per company To foster improving practices in the industry through continuous improvement processes 2013 Challenges Partial achievement To implement the Securitas Integrity Line as a tool to inform denounces related to defaults on the Code of Conduct. To end the project aimed at digitalizing security guards authorizations. To implement the E-Learning course on the Code of Conduct for all staff. To perform the continuous follow up of the project to amend Law , already treated, but since this is an electoral year a short term enactment may be difficult. To create the Ethic Committee and the Corporate Social Responsibility Committee for the AMBA Region. 4 The RASP system s purpose is to digitalize forms related to guards, purposes, weapons, vehicles and communication equipment in order to make more agile both registration and authorization errands at the Province Office for Private Security Management [Oficina Provincial para la Gestión de Seguridad Privada].

16 IV. A company built by persons

17 30 IV. A company built by persons IV. A company built by persons 31 IV. A company built by persons Hiring 2012 Directors 3 Managers 19 Supervisors 34 Securitas results from all and every person that composes it. It is focused on working with committed persons and developing skilled persons capable of using their initiatives with others to meet the objectives of the company, always seeking to improve organization s and clients satisfaction. Securitas Argentina s total employees Administrative personnel 128 Security Guards 3,960 Total 4,144 Distribution of Board of Directors and Management by gender Men Women Board of Directors 13 3 Managements 60 6 Payroll per year Total employees 14,971 10,827 10,553 Distribution of employees per category Management level Middle Management Operating level 14,571 10,569 10,335 Total Securitas Group 14,971 10,827 10,553 Geographical Distribution of Employees City of Buenos Aires and Buenos Aires Suburbs 10,876 7,204 6,905 Interior of the Country 4,095 3,623 3,648 Total Securitas Group 14,971 10,827 10,553 Average employee turnover (per month) City of Buenos Aires and Buenos Aires Suburbs 3.27% 2.50% 4.62% Interior of the Country 1.88% 2.58% 3.27% Proportion of executive directors from local community Percentage of executive directors from local community 96% 90% Employees under Collective Bargaining Agreement Collective Bargaining Agreement (CCT) No. 507/07 + SUVICO 97.5% 95% 95% Administrative Personnel Performance Evaluations (ED) Percentage of employees that receive ED 100% 5% 2.7% Inclusion of personnel with different kind of disability Training and Growth The training and professional growth of security guards is one of the main assets of the company because security is a profession that requires constant training. Securitas Institute is the space created to develop better skills of our personnel in order to render an excellent security service. The different academic level to which Securitas Argentina s security guards have access offer the client a very important added value that makes the difference between Securitas Argentina and other security companies. In turn, cooperators know that they have the opportunity to train and develop their skills. During 2012, the following courses were given at Securitas Institute 5 : Basic courses and refreshment courses for security guards within the City of Buenos Aires and Province of Buenos Aires. Basic courses and refreshment courses on Airport Security (AVSEC). International Ship and Port Facility Security Course (ISPS). Training course for monitoring guards. Disabled persons performing administrative activities Security guards More information on page 35 of the 2011 Sustainability Report.

18 32 IV. A company built by persons IV. A company built by persons 33 Labor Inclusion Programs E-Learning Platform. Access to quality training for all security guards. This platform allows equal access by all security guards to training offers because it minimizes the geographical dispersion of a wide payroll countrywide. During 2012, the training level II for security guards which contents are aimed at professional technical knowledge and social professional skills was implemented. Furthermore, the level III training is aimed at segment specialization. Inclusive Security: The purpose of the program is to offer job positions to disabled persons aiming at labor inclusion and generating impact on the quality of life of such persons so that they can develop their potentialities and actively participate in the labor world, generating a more inclusive culture in the company. Inclusive Security benefits those persons of age with certain disabilities that finished primary education and are searching for a job. During 2012, 14 persons with certain motor disability or hypoacusis were benefited with this course. The program is implemented in the Province of Buenos Aires and in the city of Buenos Aires E-Learning Participants Level I 1,938 Level II 1,062 Level III Under development Program for Middle Management This program is aimed at security guards, planners and supervisors with certain potential identified by their supervisors and/or managers. A specific training module is designed for each of such positions taking into consideration responsibilities and tasks. Since 2011, this program was defined as one of the requirements to access to promotions and career plan within the company. This initiative is developed together with certain organizations of the civil society CEDIMA, La Solidaria, Fundación Par and La Usina and has the support of the Ministry of Justice and Security of the Province of Buenos Aires and of the City of Buenos Aires, the Comisión para la Plena Participación e Inclusión de las Personas con Discapacidad (COPIDIS) and the Ministry of Labor and Social Security of the Nation. The public sector offers advice in the process to select candidates for this program and grants the necessary authorizations to include persons with motor disability not contemplated within the Private Security Law No Middle Management Training Course Security Guards Supervisors Planners Total Together with the Civil Association La Usina, two workshops were held to give the necessary tools for full inclusion of disabled persons; members of the Board of Directors as well as all those persons directly related to the implementation of the program were present at the workshops. Program Securitas Management and Innovation Training (SMIT) 6 This program, performed in all countries where Securitas is present. represents a key tool for growth and development of persons taking part in it and it is aimed at making local leadership of the company stronger. 6 More information on 2011 Corporate Social Responsibility Report. In 2012 Securitas Argentina was acknowledged by the Asociación Cristiana de Dirigentes de Empresas (ACDE), for its program Inclusive Security.

19 34 IV. A company built by persons IV. A company built by persons 35 The program Héroes [Heroes] 7 This program, launched in 2011, acknowledges and rewards those security guards whose performance was outstanding as regards knowledge, compliance with service directives, perfect attendance and performance causing distinctive impact on the service. In 2012, 5,274 security guards at different categories of the mentioned program were rewarded. Program Becas Estímulo [Scholarship Encouragement] With this program Securitas Argentina pays between 50% and 100% of the total value of all college education, university education and masters of employees pursuant to eligibility standards determined by the company. This benefit contemplates the actions of the scholarship holder and his/her studies performance. During 2012, 33 employees received this scholarship. Compensation and benefits Securitas Argentina has a compensation system aimed at ensuring internal equity and external competitiveness from its cooperators. The program of benefits is structured pursuant to hierarchical levels. Such benefits are aimed at Health, Education, Family Inclusion, Motivation and Acknowledgement. Scholarship Melker Schörling The scholarship Melker Schörling offers to Securitas employees the opportunity to develop their professional knowledge and experience within an international environment. The scholarship offers annually this opportunity to four employees who are referents of transaction (operating managers, supervisors and planners) of all divisions of the group at worldwide level that make a difference for clients acting as daily heroes in their work. Program Vida Sana [Healthy Life] During 2012 this initiative was launched aimed at all employees in order to improve and enhance the quality of life of Securitas Argentina s team. This program is based on two axes: health and food. The purpose of the scholarship is to offer opportunities to receive international education in a specific area/issue in any other country where Securitas operates. In 2012, Rafael González del Pino, Security Solutions designer of the Central Region of Securitas Argentina, proposed a new service design in the Bank segment in order to optimize the number of hours. He received this award. He travelled to Sweden to receive training. Through this program the prevention, care and wellbeing are fostered through different activities such as: free and voluntary medical exams, publication of issues of general interest (alcoholism, obesity and smoking, among other subjects) in internal communication media. Also fruits and healthy food were included in the cafeteria of the company. 7 More information on page 39 of the 2011 Corporate Social Responsibility Report.

20 36 IV. A company built by persons IV. A company built by persons 37 Innovative Ideas Contest The purpose of this contest is to stimulate and spread processes to transfer knowledge and technology applied to this industry so as to improve the quality of the service offered. It fosters innovative projects focused on building loyal clients, committing employees and make operations sustainable. The assessment criteria were the following: degree of innovation: the project must imply an improvement in the proposed relation; applicability: the results of the work must be useful in practice so as to benefit its implementation within pertinent scope; impact on the company and on society: the application of the contents of the work must have a positive impact on the dissemination of the management culture of the company and its business environment. Four categories of projects that involve an improvement process were determined: employees - technology - processes/productivity - specialization. The called was aimed at: security guards, technicians, operators, staff personnel and middle management. 29 ideas participated, 21were selected as finalists and 3 were the winners. The first prize was awarded to Servicio Técnico Mecánico by Ruth Tosi, the second to Guardia Técnico by Luis Magistrali and the third Control de Activos Fijos by Hugo Gismondi. Objectives 2012 To implement E-learning platform s level II and level III To re-launch Securitas Code of Conduct To increase the number of security guards that take part in Level I of the E-learning platform To open branches of Securitas Institute in the city of Córdoba and Littoral region To launch Module II of the Program Héroes To implement a healthy life program for employees To launch a specialization course for Monitoring Guards To implement the Defensor del Empleado To implement the innovative ideas contest To launch the Portal del Guardia Securitas Level of achievement Partial (level III not completed) Not achieved (5,666 users) Replicar una nueva edición del Programa Jóvenes con Futuro. No Cumplido (El Ministerio de Trabajo no implementó el programa durante 2012) 2013 Challenges To implement level III of the E-Learning platform. To implement the E-Learning course on the Code of Conduct for staff personnel and security guards. To implement the E-Learning course on Process Management for Middle Management. To grant access of all guards to the Securitas Guard Portal. To implement three Innovative Ideas. To replicate the new edition of the Program Jóvenes con futuro [Young people with Future].

21 38 Securitas Argentina Securitas Argentina 39 V. Solutions at the service of clients

22 40 Securitas V. Solutions Argentina at the service of clients V. Solutions at the service of clients 4 1 V. Solutions at the service of clients thorough risks studies that are tailored to each added value helps to create long term relations and sustainable competitive advantages. Tool Box: Securitas management model Securitas business focus is security. The company strongly respects its corporate values -Integrity loyalty of its clients. Securitas growth is the direct consequence of the innovation of its products, a responsible management and the proximity with their primary groups of interest. This management model is globally used by Securitas. It informs values and priorities of the company with simple tools that generate a shared language. Each area of the company is represented by an essential tool for the business. The incorporation of technology places Securitas in a privileged position as regards other companies, therefore, Securitas becomes the only company that The advantages of specialization are an essential added value both for clients and for us since such industries and segments, from public entities, manufacturing companies, ports, banks, clinics and health centers as well as museums. Although each industry has particular risks and characteristics they are divided pursuant to their needs according to security solutions, whether they are integral, technological or consulting. 9) Persons. Models and structures are mere tools. Persons are the ones 1) Values. Our values -Integrity, foundation of Securitas. 1 2) Market. This tool helps us to remember that all clients are solution applicable to all of them. Commitment and dedication are key words for us. Our method to train personnel and transmit values is to do all that we teach ) Chain of value. The chain of value helps us to ensure that we render the correct service to the correct client Specialized guarding Innovation and Technology Mobile Technical Service and Maintenance Escort Alarm Monitoring 8) Step by Step. To improve our operations and attain a sustainable growth we must 7) Industry. The security sector is composed of the companies of the segment, the clients, the public administration, the labor unions, the communication media and the professional associations. Securitas thinks that dialogue among them is essential to create 7 6 6) Risk Management. In order to prevent possible risks and protect clients and employees, Securitas uses this tool that is focused on certain dimension of the operating activities ) Financial Control. The focus on control and follow development may be elements are the bases of 4) Organization. Knowledge of the market allows us to build an agile and horizontal organization. The decision making process are simple. Being near the client and the security guard is a basic premise for Securitas. Securitas Trailback Combines Services Fire Control and BMS 2012 Corporate Social Responsibility Report 2012 Corporate Social Responsibility Report

23 42 Securitas Argentina V. Solutions at the service of clients 43 The Diamond Box: the commercial management model The Diamond Box was developed as a strategic commercial management tool. The purpose of the Diamond box is to help employees to develop their potential and create more value for clients. It is focused on Commercial Directors and areas to support staff and represents the four key concepts of the business that must be considered when taking decisions: Security, Client, Service and Business. The four axes guide commercial actions and allow offering better services to our clients in order to create a competitive advantage in the future In turn, inside each diamond there are subcomponents that help to perform tasks in an effective and efficient manner. The interrelation of concepts is the key of the model Quality Policy In alignment with the vision, mission and corporate values, the Company implements as Quality Policy seven principles: To comply with the commitments with clients, employees and all persons taking part in the process. To comply with the legal and ruling requirements. To be close to clients in order to cooperate in the solution of their needs, offering innovative and useful solutions. To consider men and women rendering services at the facilities of our clients as the main assets of the activity. To constantly verify satisfaction of clients to improve efficiency of processes related to the rendering of services. To constantly improve the activities of the company. To consolidate the commitment with the company and the environment. To react To plan To control To make 2012 Corporate Social Responsibility Report 2012 Corporate Social Responsibility Report

24 44 V. Solutions at the service of clients V. Solutions at the service of clients 45 Level of Satisfaction Physical Security Level of Satisfaction % 10% 49% 77% 75% 84% 85% 83% 80% 77% 79% 76% 94% The adoption and maintenance of the Quality Management System (QMG) pursuant to ISO Standard 9001:2008 represents the possibility to consider quality in all operations in an orderly and systematic manner giving the chance to identify opportunities to improve. During 2012, based on the new guidelines of the business plan, the quality policy was restructured taking into account the cycle of continuous improvement PDCA: planning, doing, controlling and acting. This change resulted in a process to adequate corporate policies and procedures that must define and control all processes. In turn, it generated a training plan for employees and suppliers at all levels to assimilate and copy the new model. The actions implemented were the following: A. New Internal Audit Management Until August 2012, internal audits were performed only to branch managements and services. With the new audits, Security Solution Departments under the charge of different managements are also audited. With this inclusion focus is now on middle management control in terms of strategic objectives, action plans and performance indicators among other objectives. During 2012, seven out of nine planned corporate audits were carried out with positive results as regards the proximity of QMS and Operating Managers. This new focus, in turn, renewed the premise seek for conformity and support deviation management by the QMS. B. Induction course on the Quality Management System (QMS) During 2012, security guards also received their training in QMS with the purpose of informing the security guards affected to the rendering of services on particular QMS practices and procedures. 40 induction lectures of two hours per week were given during the whole year. 668 security guards were present at such lectures. C. Clients satisfaction survey As every year, the electronic client satisfaction survey was performed in order to evaluate the services rendered by security guards and the general performance of Securitas Argentina. Although the general result exceeded 80% of satisfaction we plan to optimize the survey management for the next period in order to increase the number of responses and to obtain more representative data. 36% Level of Satisfaction Innovation and Technology 64% High 6% Average High Regular Average Level of Satisfaction Escort Low 36% Level of satisfaction as regards Physical Security Services 85%, between average and high. Level of satisfaction as regards Innovation and Technology Services 100%, between average and high Security Guards Companies Results of the satisfaction survey Security Guards performance 85% 84% General Performance of Securitas Argentina 94% 83% Total Average 90% 84% 63% 31% Level of satisfaction as regards Innovation and Technology Services 94%, between average and high. High Average Regular