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Our Balanced Scorecard reflects the six capitals

Our Balanced Scorecard reflects the six capitals

Our operations benefit from a number of key resources and stakeholder relationships. Through the execution of our business activities we increase, decrease or transform the six capitals as defined in the IIRC’s <IR> Framework. The impacts of some are easy to identify, quantify, manage and measure, while other impacts are complex and require an active process for considering and managing trade-offs. We actively manage our business activities to optimum effect, always mindful of our impact on the communities in which we operate, and we measure our progress though our Balanced Scorecard. The table below provides a view of the six capitals, how they are applied to our business model and how they are managed through our Balanced Scorecard.

See our Balanced Scorecard reviews for more information on how, through our businesses activities, we use and affect these capitals.







Social and relationship

  • Capital and liquidity management capabilities
  • Disciplined cost management
  • Opportunities for investment and access to capital markets and financial services
  • Credit rating strength
  • Shareholder value
  • Tax contributions
  • Employees, their skills and competencies
  • Effective leadership
  • Performance management and reward structures
  • Investment in employee learning and development
  • Company culture to help people achieve their ambitions in the right way
  • Specialised financial skills and expertise
  • Ethical standards and good conduct practices
  • Enterprise risk management framework
  • IT capabilities –applying current technologies and developing new technologies
  • Brand reputation
  • Specialised financial skills and expertise
  • Lending, investing and procurement practices
  • Branches and call centres for customer service
  • Data centres and support function premises
  • Equipment and technology resources that enable service delivery, to defend against physical attacks and cyber risk
  • Energy requirements (including electricity, gas and diesel)
  • Paper and water consumption
  • Environmental and social lending practices
  • Dialogue and interaction with all stakeholders
  • Civil society organisations and government partnerships to support wider employability initiatives
  • Managing socio‑environmental risks and opportunities
  • Community investments, access to financial services and financial education
  • Employee volunteerism

The six capitals are measured through our Balanced Scorecard below: