UBI Banca Group

specific professional roles, designed to transfer the necessary skills to the distribution network
needed to establish effective and virtuous relationships. So far approximately 600 employees
have been trained, mainly branch managers and commercial and credit liaison officers as well
as personnel from central units and local areas.
The commercial range offered for nonprofit organisations is composed of solutions for everyday
operations and for growth, to support not only liquidity requirements that arise during
ordinary operations, but also and above all investments in new initiatives and of a project
nature. Our products and services, which will gradually grow in time, include the following
- a low charge dedicated current account with a base number of transactions free of
charge;
- financial solutions for advances on donations and income from public and private
sector institutions;
- a range of loans for development and growth;
- products and services supplied with subsidised terms and conditions for stakeholders
(employees, associate workers, volunteers, association members and users of the
services provided by the organisations themselves).
Tools were also designed for a more accurate assessment of the creditworthiness of nonprofit
organisations, with the objective of valuing them on the basis of their specific characteristics,
by acquiring information of a non accounting and qualitative nature.
AUTHORITIES
The “authorities” segment comprises public authorities and those institutions for which the
banks in the Group provide treasury and cash services (at the end of the year, 2,174 services
of this type were managed).
In November the Group was subject to an audit in accordance with regulations for the renewal
of its certification for the quality of treasury services provided to public authorities (UNI EN
ISO standard 9001:2008) issued by an accredited certification institute.
The audit was concluded successfully and the quality certification for the provision of treasury
services was renewed for the three year period 2012-2014, allowing the Group to continue to
improve its operations in order to increase the quality of the products and services provided
and to increase customer satisfaction.
Procedures were introduced at the beginning of 2012 to renew the direct authorisation for the
service for the “payment of pension instalments in Italy on behalf of the INPS (national
insurance institute)” which will allow the Group to manage the payment of over 500,000
pensions each month.
PattiChiari Consortium: commitments to quality
Work to rationalise the quality commitments promoted by the PattiChiari Consortium was
concluded in 2011. The objective was to both make them clearer and easier to communicate to
customers and to align the general voluntary regulatory framework with changes that have
since occurred in compulsory regulations, in order to avoid unnecessary overlap.
The dynamic nature of the project led to the exclusion of some initial commitments from the
scope of the PattiChiari initiative and to incorporate others (comparison of current accounts;
transfer of services; home banking and payment card security and assistance; assistance with
loans) in uniform areas, while basically maintaining the entire contents of the existing service 7 .
All the standards defined as part of the PattiChiari project to allow customers to make more
aware and informed choices are currently applied as standard practice in all the network
banks. The most important commitment for 2012 is to consolidate knowledge of them and to
ensure they are functioning properly, partly through constant monitoring of the results
achieved.
7 The perimeter of the project currently comprises eleven quality commitments (current accounts compared, basic account, average
times for closing current accounts, transferability of payment services, transferability of mortgage information, transferability of
securities dossiers, transferability of collection orders, FARO – ATM function services, home banking security, payment card
security, certification of mortgage expenses and interest charges) and two optional initiatives (list of services provided on an account,
information for access to credit for small-to-medium sized enterprises).
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