Barclays Citizenship Report 2011 - The way we do business

Improving the customer experience

Total global complaints received in 2011 by business

Barclays Banking PLC¹ Banking category complaints

Barclays Bank PLC – Banking category complaints (bar chart)

1	Barclays Banking PLC accounts for the majority of all Barclays UK FSA-reportable complaints (96%)

Managing our impact on the environment

Total energy use	gWh

Total carbon emissions	tonnes CO₂

Total carbon emissions (tonnes co2) (bar chart)

Total emissions by scope 2011	tonnes CO₂

Total emissions by scope 2011 (pie chart)

Social and environmental risk in lending

Transactions screened in 2011

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Sector	PF transactions	Other transactions
Infrastructure	4	11
Mining and metals	6	34
Oil and Gas	2	37
Power (excluding nuclear)	5	56
Other
Agriculture, fisheries, forestry and logging	–	6
Manufacturing	–	15
Chemicals and Pharmaceuticals	–	11
Renewable power	9	2
Utilities and waste management	0	5
Service industry including healthcare	–	–
Engineering	–	11
Misc	–	5
Total	26	193

Project finance transactions by geography	2011

Project finance transactions by geography (pie chart)

Project finance transactions by risk category	2011

Project finance transactions by risk category (pie chart)

Managing our supply chain

Supply chain management

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2011

2010

Notes
1	Due to a process change, 2011 is the first year of the Controls Assurance Utility three-year audit cycle
2	The pool of high-risk suppliers required to complete the self-certification is subject to continuous change, and due to issues such as contract renegotiations and exit of supplier relationships, some suppliers are exempt from the self-certification process. The number of high-risk suppliers is taken from a database as at year end 2011
3	See footnote 1
4	‘Payment on time’ metrics are measured on a three month rolling average. The average for the period Aug-Oct 2011 was 89% across all business units and 91% for RBB. Data for Nov-Dec is excluded due to the implementation of a new system (Accounts Payable Workbench)

Supplier spend in £, across number of countries

£8.7bn
across 40 countries

£8.7bn
across 37 countries

% total high-risk suppliers audited on-site for sustainability performance

37%

N/A¹

% high-risk suppliers completed self-certification process

47%²

N/A³

% of suppliers paid on time

89%⁴

82%
(70% in 2009)

Our people

Employees by geographic segment – full time equivalent

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	UK	Europe	Americas	Africa and Middle East	Asia	Total
2011	56,100	11,600	10,900	47,900	14,600	141,100
2010	58,100	13,600	11,500	50,400	13,900	147,500

Global employment statistics	%

Global employment statistics (bar chart)

Employees covered by collective bargaining agreements/
trade union membership

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	2011	2010
Employees covered by collective bargaining (UK):	78%	78%
Employees covered by collective bargaining (global):	59%	57%
Employee trade union members (UK):	31%	35%
Employee trade union members (global):	32%	35%

UK injuries¹ and sickness

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2011

2010

2009

2008

Notes
1	All injuries presented in the table are those reported to the Health & Safety Executive
2	UK operations only, excluding the Investment Bank
3	2010 absence numbers have been restated due to improved accuracy of data submitted for the period during 2011

Injuries to employees

124

130

147

Injury rate/100,000 employees

109

181

215

232

Sickness absence² (%)

2.5

2.8³

2.3

N/A

Scope 1:	direct combustion of fuels and company owned vehicles	51,138
Scope 2:	purchased electricity	822,893
Scope 3:	indirect emissions from business travel	188,859

Citizenship Report 2011

Our people describe
Citizenship at Barclays

Increasing access to finance
in Africa

Helping small businesses

Cycle Hire scheme

Encouraging Entrepreneurship

Financing a lower-carbon economy

Performance data – The way we do business

Improving the customer experience

Managing our impact on the environment