工商銀行：2012社會責任報告.pdf

《工商銀行：2012社會責任報告.pdf》由會員分享，可在線閱讀，更多相關《工商銀行：2012社會責任報告.pdf（148頁珍藏版）》請在三個皮匠報告上搜索。

1、香港交易及結算所有限公司及香港聯合交易所有限公司對本公告之內容概不負責，對其準確性或完整性亦不發表任何聲明，並明確表示概不就因本公告全部或任何部分內容而產生或因倚賴該等內容而引致之任何損失承擔任何責任。（股份代號：1398）2012 社 會 責 任 報 告茲載列中國工商銀行股份有限公司同時在上海證券交易所網站刊登的 中國工商銀行股份有限公司2012社會責任報告，僅供參閱。中國工商銀行股份有限公司董事會中國北京2013年3月27日於本公告刊發日期，董事會成員包括執行董事姜建清先生、楊凱生先生、王麗麗女士及李曉鵬先生；非執行董事環揮武先生、汪小亞女士、葛蓉蓉女士、李軍先生、王小嵐先生及姚中利先生；

2、獨立非執行董事許善達先生、黃鋼城先生、M C 麥卡錫先生、鍾嘉年先生、柯清輝先生及洪永淼先生。（一）報告范圍報告的組織范圍：本報告以中國工商銀行股份有限公司為主體部分，涵蓋全集團。報告的時間范圍：2012 年1月1日至 2012 年12 月31日。報告的發布周期：本報告為年度報告。（二）報告編制原則本報告參照全球報告倡議組織 可持續發展報告指南（GRI 3.1）及金融服務業相關補充指引、聯合國全球契約十項原則等標準要求編寫，同時滿足中國銀監會 關于加強銀行業金融機構社會責任的意見、中國銀行業協會 中國銀行業金融機構企業社會責任指引、上海證券交易所 上海證券交易所上市公司環境信息披露指引和 公司

3、履行社會責任的報告編制指引的相關要求。（三）報告數據說明報告中的財務數據摘自 2012 年度按國際財務報告準則編制的財務報表，該財務報表經安永華明會計師事務所獨立審計。其他數據以2012 年為主，部分包括以前年度數據。本報告中所涉及貨幣金額以人民幣作為計量幣種，特別說明的除外。（四）報告保證方式本公司董事會及全體董事保證本報告內容不存在任何虛假記載、誤導性陳述或重大遺漏，并對其內容的真實性、準確性和完整性承擔個別及連帶責任。同時，安永華明會計師事務所按照 國際鑒證業務第3000 號：歷史財務信息審計或審閱以外的鑒證業務對本報告進行了獨立第三方鑒證。（五）報告發布形式報告以印刷版和網絡在線版兩種

4、形式發布。網絡在線版可在本公司網站查閱（網址：，www.icbc-）。本報告以中英文兩種文字出版，在對兩種文本的理解上發生歧義時，請以中文文本為準。i.Scope of the Report Organizational scope of the Report:This Report is primarily about Industrial and Commercial Bank of China Limited,covering the whole group.Reporting period:January 1,2012 December 31,2012Reporting cycle:A

5、nnual.ii.Preparation Principle of the Report This Report is prepared with reference to the Sustainable Development Reporting Guidelines of Global Reporting Initiative(GRI 3.1)and the Financial Services Sector Supplemental Guidelines,the Ten United Nations Global Compact(UNGC)Principle and meets the

6、requirements set out in the Opinions concerning Enhancing the Social Responsibility of Banking and Financial Institutions issued by China Banking Regulatory Commission,the Guidelines for Corporate Social Responsibility of Chinese Banking and Financial Institutions released by China Banking Associati

7、on,the Guidelines of Shanghai Stock Exchange for Environmental Information Disclosure of Listed Companies promulgated by the Shanghai Stock Exchange and the Guideline for the Preparation of the Report on Performance of Corporate Social Responsibility.iii.Data in the ReportFinancial data in the Repor

8、t are from the 2012 fnancial statements which were prepared in accordance with the International Financial Reporting Standards and audited by Ernst&Young;other data are primarily in relation to year 2012,while others are related to previous years.Unless otherwise stated,fnancial and other data in th

9、e Report are in RMB.iv.Assurance Approach of the Report The Board of Directors and all the directors of the Bank undertake that the report contains no false record,misleading statement or material omission,and assume individual and joint and several liabilities to the authenticity,accuracy and compl

10、eteness of the information in this report.Meanwhile,Ernst&Young is engaged to assure the Report in accordance with ISAE 3000 Assurance Engagements Other than Audits or Reviews of Historical Financial Information and provide an independent assurance report.v.Release and Interpretation of the ReportTh

11、e Report is released both in hardcopies and online.The online version is available at the Banks website at ,www.icbc-.This Report is published both in Chinese and English.Should there be any discrepancy between the Chinese and the English versions,the Chinese version shall prevail.（六）聯系方式中國工商銀行股份有限公

12、司戰略管理與投資者關系部地址：北京市西城區復興門內大街 55號 郵政編碼：100140電話：86-10-66105183傳真：86-10-66106336E-MAIL：vi.ContactCorporate Strategy and Investor Relations DepartmentIndustrial and Commercial Bank of China LimitedAddress:No.55 Fuxingmennei Avenue,Xicheng District,Beijing,100140,PRCTel:86-10-66105183Fax:86-10-66106336E-

13、mail:報告說明 Introduction董事長致辭行長致辭回眸 2012關鍵數據01051011Chairmans Statement Presidents Statement2012 HighlightsKey Data03 07 1011 28價值銀行27Value Creator助力實體經濟支持新興產業促進區域協調支持中小企業加大“三農”服務服務保障性住房支持民族經濟2931333339434530 32 34 34404446Boosting the Real EconomySupporting the Emerging IndustriesPromoting the Region

14、al CoordinationSupporting the Small and Medium EnterprisesReinforcing the Agriculture,Countryside and Farmers ServicesServing the Construction of Low-income HousingSupporting the National Economy48品牌銀行47Brand Builder505660提升客戶服務加強全球履責建立一流品牌495559Promoting Customer ServicesStrengthening Global CSR Pr

15、acticeBuilding up First-class Brands社會責任戰略與管理13Strategy and Management of Social Responsibility14公司概況公司簡介公司治理責任理念利益相關方參與責任管理社會評價15171921212525Overview of ICBCCompany ProfleCorporate GovernanceResponsibility ConceptsStakeholders ParticipationResponsibility ManagementSocial Recognition1618 20 22 22 26

16、 26 綠色銀行63648298108Green Bank66747678推行綠色信貸，建設生態文明構筑綠色渠道，推廣電子銀行培養節能意識，倡導綠色辦公愛護綠色家園，助力環保公益65737577Promoting Green Credit and Constructing Ecological CivilizationBuilding Green Channels and Promoting E-bankingRaising the Awareness of Energy Conservation and Advocating Green OfceCherishing the Green Ho

17、me and Boosting Environmental Protection Cause誠信銀行81Creditworthy Bank8490929294消費者權益保護投資者關系管理責任采購知識產權保護反金融犯罪8389919193Protection of Customers Rights and InterestsImprovement of Investor Relations ManagementProcurementProtection of Intellectual Property RightsAnti-fnancial Crime和諧銀行 97Harmonious Bank

18、100100102102106規范用工管理，保障員工權益重視員工訴求，聽取民主意見關注職業發展，引領員工成長營造溫馨氛圍，致力人文關愛推進文化融合，打造和諧隊伍9999101101105Standardizing Recruitment Management,Protecting Employees Rights and InterestsPaying Attention to the Needs of Employees,Taking Reasonable AdviceConcerning about Employees Career Development,Caring for Their

19、 GrowthCreating Comfortable Working Environment,Dedicating to Giving Humanistic Care to Its PeopleBoosting Cultural Integration,Building Harmonious Team愛心銀行107Charity Bank110114118122124定點扶貧社會公益支持文教體育事業志愿者活動海外公益109113117121123Targeted Poverty AlleviationPublic WelfareSupporting Culture,Education and

20、 SportsVolunteer ActivitiesOverseas Public Welfare128132134140142未來展望社會責任獨立鑒證報告GRI 索引全球契約十項原則對照表讀者意見反饋表127131133139141OutlookIndependent Assurance StatementGRI IndexTable of Social Responsibility Performance Contrast with the Ten UNGC PrincipleReaders Feedback Form董事長致辭Chairman s Statement12董事長 姜建清C

21、hairman of the Board of Directors Jiang Jianqing2大商無算，利民為先。2012 年，在復雜的經濟金融形勢下，我們堅持科學發展，將履行社會責任作為推動經濟發展、促進社會進步的根本途徑，視為建設生態文明、優化產業結構的必由之路；我們把握時代脈搏，將實現可持續發展作為心系社情民意、明確訴求擔當的不竭動力，視為激發企業活力、凝聚全球共識的堅強力量；我們立足社會全局，將打造企業公民作為對責任時代民意呼喚的積極響應，視為謀劃改善民生的長遠之計。面對經濟形勢變化，我們圍繞國計民生握籌布畫。2012 年，我們完善公司治理，強化資本約束，加強風險管理，營造了安全穩

22、定的經營發展環境，走出了資產質量優、資本效率高、盈利可持續的發展道路；我們結合經濟周期特征，順應經濟轉型方向，科學優化信貸結構，支持了新型工業化、信息化、城鎮化、農業現代化發展，確保了小微企業、新農村、縣域經濟等實體經濟領域的資金投向；我們專注自身發展優勢，豐富客戶服務體驗，增強價值創造能力，成為市值、盈利、客戶存款、貸款、品牌價值等多項指標全球第一、公司治理完善、風險抵御能力強的優秀上市公司，昂首步入世界領先大銀行之列。面對資源約束趨緊，我們致力生態文明轉型發展。2012 年，我們深入推進綠色信貸，建立環境問責機制，嚴格執行一票否決，從嚴把握信貸準入，把環境保護作為穩增長擴內需、調結構轉方式

23、的重要引擎和關鍵抓手，支持了綠色發展、循環發展、低碳發展；我們完善綠色服務渠道，豐富電子渠道產品，推進柜面業務分流，捕捉綠色發展商機，電子銀行業務占比達到了 75.1%的歷史高點，加快了向信息化銀行的轉變；我們大力弘揚生態文明，創新節能減排機制，培養員工環保意識，倡導綠色生活方式，促進了資源節約型、環境友好型社會建設，用可持續發展的金融模式踐行了綠色銀行承諾。面對人文金融呼喚，我們堅持以人為本、飲水思源。2012年，我們堅持自身公益理想，激發公眾心靈共鳴，廣泛傳遞愛心能量，在救災賑濟、扶危救困、敬老愛幼、環境保護等領域中竭盡所能，形成了共榮共享的價值觀念；我們連續18 年實施定點扶貧，創新開展

24、“六大扶貧工程”，改善當地生活條件，幫助群眾脫貧致富；我們支持文化教育事業，致力普及金融知識，增強風險防范意識，以公益慈善助力民生改善；我們實施服務提升戰略，注意傾聽公眾訴求，完善社會監督平臺，成立了業內首家消費者權益保護辦公室，維護了金融消費者的合法權益；我們倡導誠信立業理念，恪守現代商業倫理，提升員工廉潔從業意識，營造了和諧、安全、穩定的經營發展環境；我們注重企業文化建設，實施人才興行戰略，推進國際化人才項目，建立了規范有序、公正合理、互利共贏、和諧穩定的勞動關系，為員工提供了多通道的職業發展路徑，形成了企業和職工利益共享機制。面對世界經濟一體，我們加強國際對話增進互信。2012 年，我們

25、貫徹國家對外開放戰略，穩步拓展海外機構布局，境外網絡已延伸至39個國家和地區，分支機構總數達383家，形成了橫跨亞、非、拉、歐、美、澳六大洲的全球服務網絡，成為境外機構覆蓋范圍最廣的中資銀行；我們加快全球產品線縱深發展，積極推進人民幣國際化業務，通過 FOVA系統的全覆蓋，成為首家實現信息系統全球一體化延伸的中國銀行，努力為有條件參與國際競爭的企業提供多元化的金融服務；我們尊重東道國人文和社會的差異性與多樣性，通過共同的經營理念與企業精神，提高員工對跨國文化的認知，樹立了扎根當地、惠及民生的國際形象?；厥坠ど蹄y行 29 年的改革發展歷程，我們積累的不僅僅是17 萬億資產、13.6 萬億的客戶存

26、款，我們獲得的不僅僅是438 萬公司客戶、3.93 億個人客戶的支持，我們贏得的不僅僅是 42 萬員工、94 萬投資人的信任，更重要的是我們傳承了“服務客戶、回報股東、成就員工、奉獻社會”的責任文化和企業使命，遵循了“誠實守信、穩健合規、創新進取、敬業奉獻”的價值取向和行為模式，樹立了“以人為本、以民為先、以和為貴、以責為上”的道德準則和精神追求。2012 年，我們在國內商業銀行中率先加入聯合國“全球契約”，開辟了一個讓世界了解中國的窗口，創造了一個加強與國際社會交流合作的平臺，也讓我們向具有責任競爭力的全球企業公民更邁進了一步。潮平兩岸闊，風正一帆懸?！笆舜蟆睘槲覀兠枥L了今后十年乃至更長時

27、期的發展藍圖，站在 2013 年這個面向未來的時代新起點，盡管國際政治經濟金融環境仍將發生深刻變化，但股東的期許、客戶的囑托、社會的希冀、員工的企盼，都將讓我們在奮斗和坎坷的前行中，收獲拼搏和勝利的喜悅。激情與汗水成就了歷史，智慧與堅韌鑄就著未來。我們將以開放的姿態豐富經營智慧，以積極的舉措解決社會問題，在發展中促轉變，在轉變中謀發展，為實現經濟、社會、環境協調發展和實現生產發展、生活富裕、生態良好的目標而努力，為推進生態文明、建設美麗中國、推動全球可持續發展做出應有的貢獻。董事長：姜建清2013 年 3 月 27 日董事長致辭Chairman s Statement34Prosperous

28、business relies on more than commercial gains and always prioritizes public interests.In 2012,under complicated economic and financial conditions,we insisted on development in a scientific manner,upholding the fulflment of our social responsibilities as an indispensable course to promote economic de

29、velopment and social progress,and the only way to establish a civilized environment and upgrade industrial structure.We grasped the pulse of the times and held sustainable development as the perennial force behind our identification with the communitys public opinions and aspirations,and behind the

30、stimulus for enterprise vitality and reaching global consensus.Based on overall social conditions,we treated good corporate citizenship as our response to the societys appeal in the era of responsibility and a long-term plan to improve peoples welfare.In the face of changing economic conditions,we m

31、ade plans revolving around the national economy and peoples welfare.In 2012,we improved corporate governance,strengthened capital constraint,and enhanced risk management.We created the environment for safe and stable operation and development,and carved out a road of superb asset quality,high capita

32、l efficiency and sustainable profit.Taking into account the characteristics of economic cycle and following the direction of economic transformation,we improved our credit structure,supported modern industrialization,informatization,urbanization and agricultural modernization,and ensured capital app

33、lication towards such areas of the real economy as small and micro enterprises,new countryside and regional economy.We focused on our own development advantages,enriched customer service experience,and enhanced value creation ability.Through all these efforts,we became a leading listed company ranki

34、ng the first globally in terms of such benchmarks as market capitalization,proft,customer deposits,lending and brand value and boasting sound corporate governance and strong risk resistance ability,and stepped into the rank of the worlds leading banks.In the face of tightening resource constraints,w

35、e were committed to transformation in ecological civilization development.In 2012,we pushed forward green credit and established an environment accountability mechanism.We strictly carried out the one-ballot veto principle to control credit access,adopted environmental protection as the important en

36、gine and key support for steady growth and expansion of domestic demand,structure adjustment and transformation of development mode,as well as supporting green development,recycling development and low carbon development.We improved our green service channels,enriched electronic channel products,div

37、erted some counter-based services,and captured green development opportunities.The proportion of transactions handled via electronic banking reached a new high of 75.1%,which sped up our transformation to an IT-based bank.We carried forward ecological civilization and made innovations to the energy

38、conservation and emission reduction mechanism.Besides,we raised employees awareness of environmental protection,advocated a green life,stepped up efforts in building a resource-saving and environment-friendly society,and committed ourselves to be a green bank through a sustainable fnancial model.In

39、the face of the appeal for humanistic finance,we insisted on people-oriented thinking and never forgot what makes us today.In 2012,we stuck to our own ideal of benefiting the community,aroused the resonance of the public,and spread the power of love.We did our best in disaster relief,helping the poo

40、r and saving the troubled,respecting the old and caring for the young,and protecting the environment,and formed the value of sharing honor and prosperity.We have continued targeting poverty alleviation for 18 years,carried out the innovative Six Poverty Alleviation Projects,improved local livelihood

41、,and helped the public to get rid of poverty and become richer.We supported cultural and educational undertakings,committed ourselves to popularizing financial knowledge and enhancing the awareness of risk prevention,and improved public welfare through public charity.We implemented service enhanceme

42、nt strategy,paid attention to public appeal,and improved the social supervision platform by setting up the first Consumer Protection Office in the industry,and protected the legal rights and interests of fnancial consumers.We advocated the philosophy of operation with good faith,adhered to modern bu

43、siness ethics,improved staff awareness of honest practice,and created a harmonious,safe and stable operational development environment.We emphasized the fostering of corporate culture,adopted the strategy of our development relying on talents,and promoted programs of the internationalization of tale

44、nts.We also fostered fair,reasonable,harmonious and stable labor relations which bring mutual benefts.We provided employees with multiple career development paths,and formed a beneft sharing mechanism between the Bank and the employees.In the face of global economic integration,we strengthened inter

45、national dialogue to enhance mutual trust.In 2012,we carried out the governments opening up strategy,and steadily expanded our platform of overseas entities to extend to 39 countries and regions with a total of 383 branches,forming a global service network across Asia,Africa,Latin America,Europe,Ame

46、rica and Australia,becoming the Chinese bank with the largest overseas network.We quickened the vertical development of our global product lines,actively promoted RMB internationalization operations,and became the first Chinese bank which has accomplished the global integration of its information sy

47、stem through the complete coverage of FOVA system.We worked hard to offer diversified financial services to companies involved in international competition.We respected diverse nature of the host countrys community and society,through the common operating philosophies and enterprise spirit,we improv

48、ed employees understanding of multinational culture and set up an international image that is rooted in the local community and benefts local people.Looking back on ICBCs reform over the past 29 years,what we have accumulated is more than the RMB17 trillion assets and more than RMB13.6 trillion cust

49、omer deposits,we have gained more than the support of 4.38 million corporate customers and 393 million personal customers,and what we have earned is more than the trust of 420,000 employees and 940,000 investors.What is more important is that,we have inherited this culture of responsibility and corp

50、orate mission of excellent services to clients,maximum returns to shareholders,real success for our people,great contribution to society,followed the value orientation and behavior pattern of being honest and trustworthy,steady and compliant,innovative and enterprising,committed and dedicated,and bu

51、ilt the code of ethics and spiritual pursuit of being humanity-oriented,putting people frst,valuing harmony,stressing responsibility.In 2012,we were the frst domestic commercial bank to join the United Nations Global Compact(UNGC),opening a window for the world to know China and creating a platform

52、to strengthen communication and cooperation with the international community.It also allows us to take one step forward to become a global corporate citizen with competitive edge in responsibility.The waters are broad at full tide,and the sail is hanging high before the wind.The 18th National People

53、s Congress of the CPC has painted for us the blueprint for the coming ten years or even a longer period.Standing now in 2013 which is a starting point for a new era,despite the ongoing profound changes in international political,economic and financial environment,the shareholders and employees expec

54、tations,clients trust and societys hope will let us reap the joy from the struggle and victory following a bumpy struggling process.Passion and sweat make history,while wisdom and tenacity shape the future.We will be open to business wisdom,and take positive measures to solve social problems.We will

55、 promote changes in development and seek development in changes,in our efforts to target coordinated economic,social,environmental and production development,affluent life and good ecology.We will make due contributions to promote ecological progress,build beautiful China,and propel global sustainab

56、le development.Chairman:Jiang Jianqing March 27,2013行長致辭President s Statement56行長 楊凱生President Yang Kaisheng62012 年是我行增強可持續發展能力，提升消費者保護和服務水平，綠色銀行建設又上新臺階的一年。我們以戰略思維和前瞻眼光，自覺將發展戰略與全面建成小康社會和全面推進生態文明建設的要求相適應，與回報客戶、股東、員工、社會的責任相結合，在建設最盈利、最優秀、最受尊重的國際一流現代金融企業的道路上又邁出了堅實的一步。致力穩健健康發展，創造長期綜合價值我們始終堅持穩健經營，積極穩妥應對挑戰

57、，加快自身經營轉型，持續創造長期回報。2012 年，本行資產規模達 175,422 億元，實現凈利潤 2,387 億元，分別增長13.3%和 14.5%，平均總資產回報率和加權平均權益回報率分別達 1.45%和 23.02%，資本充足率達 13.66%，不良貸款率下降至 0.85%，撥備覆蓋率提高至 295.55%，每股社會貢獻值 2.13 元。本行為投資者和社會提供了長期穩定的貢獻和回報。積極優化信貸布局，助力實體經濟發展我們堅持金融服務實體經濟和轉型發展的本質要求，提高信貸資源配置效率，進一步鞏固了信貸結構調整成效。2012 年，本行保持信貸適度和均衡增長，境內分行人民幣貸款新增 8,67

58、2 億元，增長 12.3%；堅持信貸結構調整方向，先進制造業、戰略性新興產業、現代服務業、文化產業等四大產業貸款占境內公司貸款余額較年初提升6.7 個百分點；強化對重點縣支行和涉農機構的信貸資源傾斜配置力度，涉農貸款余額增長 20.23%；促進區域協調發展，加大對中西部和東北地區的信貸投放，對其貸款增速高于全行平均貸款增速 1.4 個百分點。加強消費者權益保護，創新提升客戶服務我們加快推進服務提升戰略，狠抓不規范經營治理及客戶體驗改善，投訴數量顯著下降。2012 年，本行積極開展“滿意在工行”主題活動，全面推動服務改進，有 116家網點入選中國銀行業協會千佳名單，連續三年同業排名第一；在國內率

59、先成立了消費者權益保護辦公室，并制定了全行消費者權益保護制度，完成新版服務價目表等收費文件和合同的梳理和對外發布工作，從保護消費者權益角度引導產品和服務合理定價，穩妥高效處理各類客戶糾紛維權事件；開展各類金融消費者知識教育活動 5 萬余次。支持生態文明建設，飲水思源反哺社會我們努力踐行“綠色銀行”、“愛心銀行”，從經營和生活的方方面面支持生態文明建設，投身公益事業。2012 年，本行加強綠色信貸制度建設，發布了 54 個行業（綠色）信貸政策；充分依托科技領先優勢，構筑綠色渠道，推廣電子銀行，電子銀行業務占比創 75.1%的歷史新高；倡導綠色辦公,年均減少辦公用紙 1.5 億張。我們熱忱反哺社會

60、，積極投入賑災扶貧、文化教育、社區服務等社會公益。國際化再上新臺階，引領“走出去”新突破我們穩步推進國際化戰略，實現了國際化發展的大跨越。2012 年末，本行境外網絡覆蓋 39 個國家和地區，分支機構總數達 383 家，成為境外機構網絡覆蓋范圍最廣的中資銀行；境外機構的經營能力持續增強；累計支持“走出去”項目 70 個，融資總額達 152 億美元，境內國際結算又創歷史新高，跨境人民幣業務領跑同業。以人為本和諧發展，致力員工人文關懷我們以員工為本行發展的根本，關注員工職業成長，致力員工人文關懷，注重民族團結和文化融合，努力實現員工與企業的共同成長。2012 年，女性員工比例49.5%，少數民族員

61、工占比 5.3%。本行緊密圍繞人才強行戰略，建立健全“縱向可進退、橫向可交流”的職業發展新機制；完成各類培訓 3.6 萬期，279 萬人次，人均受訓約 10.6 天。2013 年，將是我行推進第三個三年規劃的關鍵之年。我們將認真貫徹十八大“全面建成小康社會、全面深化改革開放”的要求，主動適應國內外經濟金融形勢的新變化，充分用好金融杠桿，大力推進生態文明建設，積極支持和服務實體經濟發展，不斷推進健康可持續發展，履行大行使命，共建和諧美麗中國。行長：楊凱生2013 年 3 月 27 日行長致辭President s Statement782012 is the year in which we h

62、ave strengthened the sustainable development capabilities,enhanced our consumer rights protection and service standards,and advanced the building of green bank.With our forward-looking and strategic view,we matched our healthy and sustainable development to the requirements of building a well-of soc

63、iety in all respects and advanced the construction of the ecological civilization.We immersed ourselves in our responsibility to return to customers,shareholders,employees,and society.We have made another great step in building the Bank into a global leading bank with the best profitability,performa

64、nce and prestige.Maintaining healthy development,creating long-term value for shareholdersWe have always stuck to sound operation,actively responded to challenges,sped up our own business transformation,and created long-term returns continuously.In 2012,the Banks total assets reached RMB17,542.2 bil

65、lion,with a net proft of RMB238.7 billion,up 13.3%and 14.5%respectively,ROA and ROE hit 1.45%and 23.02%respectively,CAR registered at 13.66%,and NPL ratio fell to 0.85%,allowance to NPL rose to 295.55%,and social contribution value was RMB2.13 per share.The bank has created long-term returns and con

66、tributions to investors and society.Actively optimizing credit portfolios,driving the development of real economyWe stuck to the fundamental requirements of serving the real economy and development transformation,improved the efciency of credit allocation and enhanced the efect of credit structure a

67、djustment.The Bank maintained moderate and balanced credit growth.In 2012,domestic branches of the Bank extended new loans of RMB867.2 billion,an increase of 12.3%.We stuck to the direction of credit structure adjustment,and facilitated loans in advanced manufacturing industry,strategic emerging ind

68、ustries,modern service industry and culture industry,up 6.7percentage points to the proportion against the total domestic loans over the beginning of the year.We continued to increase more credit to key county regions sub-branches and agriculture-related institutions,with agriculture-related loans i

69、ncreased by 20.23%.We supported cross region balanced development,increased credit support to Central and Western China,with a loan growth of 1.4 percentage points higher than the average of the Bank.Strengthening consumer rights protection,innovating and upgrading servicesWe acceletated the impleme

70、ntation of service improvement strategy,strengthened the control of non-compliance operations and improvement of customer experiences.In 2012,we actively promoted the event of Feel Satisfed with ICBC,advanced the service improvement activities,and had 116 outlets listed on the1,000 Best Banks by the

71、 China Banking Association,the most among banks for the past three consecutive years.We set up the frst Consumer Protection Office among Chinese banks,and formulated the regarding internal policies,rationalized and published documentation of new fee-charging and service contracts with the goal of pr

72、otection of consumers and reasonable pricing,dealt with all kinds of customer disputes efciently.We actively held over 50,000 various financial education activities for the customers.Supporting the advance of ecological civilizaiton,rewarding and serving societyWe strove to practise Green Bank and C

73、harity Bank,supported the construction of the ecological civilization in every business aspect and daily life.In 2012,the Bank stepped up efforts in formulating green credit policies,issued(green)credit policy for 54 sectors.Leveraged our leading IT capabilities,we built green channels,and advocated

74、 electronic banking,e-transactions now accounted for a new record of 75.1%of all the transactions processed.We advocated green office,reduced paper useage by 150 million pieces per year.We further emphasized rewarding and serving society,dedicated ourselves to disaster and poverty relief,education a

75、nd community service.Elevating internationalization to a new level,leading the breakthrough of globalizationWe executed our internationalization strategy steadily and realized a large leap.In 2012,our overseas network covered 39 country and regions,with total units of 383,making us the largest Chine

76、se bank in overseas outlets coverage.The performance and operation kept strengthening.We have supported 70 outbound projects accumulatively,total fnancing amounted to USD 15.2 billion,and hit a new record of international settlement volume domestically,kept the leading position of cross-border RMB b

77、usiness among peers.People-oriented harmonious development,humanistic care for employees We regarded employees as the fundmental to our development,cared about our employee career development,committed ourselves to the humanistic care for employees,emphasized national unity and cultural integration,

78、and kept on realizing common growth of both employees and our business.In 2012,female employees represented 49.5%of all staff and members of ethnic minorities represented 5.3%.The Bank focused on the strategy of success with the talents,established and enhanced the mechanism of mobility in both vert

79、ical and horizontal career development.The Bank completed 36,000 various training programs for total 2.79 million trainees,10.6 day per person in average.Year of 2013 will be crucial for the implementation of the third Three-Year plan.We will conscientiously carry out the requirements of building a

80、well-off society in all respects,deepening reform and opening up by 18th National Congress of the CPC,take initiatives to adapt to new changes in both global and domestic economic and financial environment,and fully leverage on finance to strongly advance the construction of ecological civilization,

81、actively support and serve the development of real economy,continually promote healthy and sustainable development,fulfl our responsibilities as a major bank,and contribute to building beautiful China.President:Yang KaishengMarch 27,2013監事長Chairman of the Board of Supervisors910監事長 趙林Chairman of the

82、 Board of Supervisors Zhao Lin10責任領域責任績效Field of responsibilityAward granter加強責任管理完善社會責任工作機制，深化社會責任工作內涵；連續第五年在全行范圍舉辦社會責任專題培訓班，傳播了社會責任理念，增強了社會責任認知。Enhancing responsibility managementThe Bank improved its social responsibility working mechanism and deepened the connotation of social responsibility wor

83、k.It has held special training courses on social responsibility across the Bank for five consecutive years,which spread ideas and enhanced awareness of social responsibilities.建設生態文明全行環境友好及環保合格客戶數量和貸款余額占全部境內公司客戶數量及貸款余額的比例均保持在99.9%以上；投向綠色經濟領域貸款余額合計為 5,934 億元。Promoting ecological progressThe number of

84、 environment-friendly and environment-compliant customers and their proportion in the total loan balance accounted for above 99.9%of all the domestic customers and their loan balance.The balance of loans extended to green economy sectors totaled up to RMB593.4 billion.支持實體經濟報告期內，本行境內分行新增人民幣貸款 8,672

85、億元，增幅為 12.3%；中西部和東北地區分行貸款增幅高于全行貸款平均增幅 1.4 個百分點。Supporting the real economyDuring the reporting period,domestic branches of the Bank extended new RMB loans of RMB867.2 billion,an increase of 12.3%.The growth rate of new loans in Central and Western China and Northeastern China was 1.4 percentage poin

86、ts higher than the average of the whole bank.致力以人為本報告期末，本行共有員工427,356人，當年新創就業崗位14,665個；完成各類培訓3.6萬期，人均受訓約10.6天。Committed to being people-orientedAt the end of the reporting period,the Bank had 427,356 employees,and 14,665 new jobs were created in the year.The Bank completed 36,000 trainings of all ki

87、nds,providing an average of 10.6 days of training per person.推進國際接軌加入聯合國全球契約，成為國內首家加入該組織的商業銀行，并受邀出席全球契約中日韓網絡會議；再次入選恒生可持續發展指數成份股，樹立了良好的國際形象。Promoting international communicationThe Bank joined the United Nations Global Compact(UNGC),being the frst domestic commercial bank to join this organization,an

88、d was invited to attend the network conference among China,Japan and South Korea.ICBC was once again included as a constituent stock of the Hang Seng Corporate Sustainability Index Series,which helped it build up a good international image.維護客戶權益國內率先成立了消費者權益保護辦公室；開通了“投訴舉報專線電話”，并建立了抽查督導、監測分析、全行通報等機制。

89、Protecting customers rightsThe Bank led the way to set up Consumer Protection Ofce.They also opened hotline for complaint and reporting,and established mechanisms for sample inspection and supervision,monitoring and analysis and Bank-wide criticizing.熱心公益事業本行全年公益事業投入 4,098 萬元；近三年，通過志愿者活動形式累計捐款 2,112

90、 萬元，受助人數近66 萬人次。Devoted to public good undertakingsThe Bank invested RMB40.98 million in public good undertakings in the whole year.In the past three years,the Bank accumulatively donated RMB21.12 million in the form of voluntary programs,and the number of donees amounted to nearly 660,000.助力民生改善中小微

91、型企業在公司貸款戶中占比 92%，貸款余額 42,312 億元，較年初增加 5,595 億元；涉農貸款余額增長 20.23%。Helping to improve people s wellbeingSmall,medium and micro enterprises accounted for 92%of the Bank s corporate loan customers,and the loan balance registered RMB4,231.2 billion,an increase of RMB559.5 billion over the year beginning.Th

92、e balance of agriculture-related loans increased by 20.23%.回眸 20122012 Highlights關鍵數據Key Data1112資本充足率13.66%13.17%12.27%Capital adequacy ratio201220112010資產總額Total assets175,422154,769134,586綠色經濟領域貸款Loans to green economy sectors平均總資產回報率Return on average assets1.45%1.44%1.32%貸款總額Total loans88,03777,

93、88967,905加權平均權益回報率Return on weighted average equity 23.02%23.44%22.79%客戶存款Customer deposits136,429122,612111,456電子銀行業務量占比Proportion of business volume of E-banking75.1%70.1%59.1%不良貸款率NPL ratio0.85%0.94%1.08%營業收入Operating income5,2974,7063,807不良貸款余額NPL balance746730732凈利潤Net proft2,3872,0841,660撥備覆蓋率

94、Allowance to NPL295.55%266.92%228.20%核心資本充足率Core capital adequacy ratio10.62%10.07%9.97%納稅總額Ratal1,061919695現金分紅Cash dividend-70964212鍋爐燃氣量Boiler gas consumption417,671404,544立方米 Cubic meter318,479鍋爐蒸汽耗水量Boiler water consumption4,8364,885噸 Ton3,972環境類指標 Environmental indicators20122011單位 Unit2010辦公耗

95、電量Ofce power consumption 18,307,90617,675,573千瓦時 KWH11,814,560辦公用紙量Ofce paper consumption9,722,00011,095,400張 Piece10,666,300社會類指標 Social indicators小微企業貸款余額Loans to small and micro enterprises201218,401201116,901單位 Unit億元 RMB100 million2010-人均培訓天數Average training days per person10.68.2天/人 Day/person

96、8.2每股社會貢獻值Social contribution per share2.131.76元 RMB yuan1.34公益捐贈Charitable donations 4,0983,920萬元 RMB10 thousand6,252員工總數Total number of employees427,356408,859人 Person397,339女性員工比例Proportion of female employees49.5%48.8%48.2%少數民族員工占比Proportion of employees from ethnic groups5.3%5.2%5.2%注 1：辦公耗電量、辦

97、公用紙量、鍋爐燃氣量、鍋爐蒸汽耗水量為本行總部數據。注 2：2011 年本行總行本部大樓二期開始投入使用，人員和辦公面積大幅增加。報告期內，本行通過各種辦法有效控制能耗增長。注 3：每股社會貢獻值=基本每股收益+（納稅額+職工費用+利息支出+公益投入總額）/期末總股本。Note1：Ofce power consumption,Ofce paper consumption and Boiler gas consumption includes statistics only from the headofce of the Bank.Note2：In 2011,the second phase

98、of the Head Office Building of the Bank came into operation,and the employees and office area sharply increased.During the reporting period,the Bank controlled energy consumption efectively by applying diferent methods.Note3：Social contribution per share=Basic earnings per share+(ratal+stafcosts+int

99、erest expense+total input in public welfare)/total equity at the end of the period.社會責任戰略與管理Strategy and Managementof Social Responsibility公司概況公司簡介責任理念公司治理利益相關方參與責任管理社會評價Overview of ICBCCompany ProfleCorporate GovernanceResponsibility ConceptsStakeholders ParticipationResponsibility ManagementSocial

100、 RecognitionCORPORATE SOCIAL RESPONSIBILITY REPORT 20122012 社會責任報告社會責任戰略與管理Strategy and Management of Social Responsibility1516姜建清董事長出席五四青年節表彰活動Chairman Jiang Jianqing attended the Awarding Ceremony for the Youth Day企業形象：您身邊的銀行，可信賴的銀行公司概況公司文化使命：提供卓越金融服務服務客戶、回報股東、成就員工、奉獻社會愿景：建設最盈利、最優秀、最受尊重的國際一流現代金融企業

101、價值觀：工于至誠，行以致遠基本價值取向：誠信、人本、穩健、創新、卓越基本理念：發展理念、效益理念、風險理念、服務理念、品牌理念、團隊理念、人才理念、學習理念16社會責任戰略與管理Strategy and Managementof Social Responsibility價值銀行Value Creator品牌銀行Brand Builder綠色銀行Green Bank誠信銀行Creditworthy Bank和諧銀行Harmonious Bank愛心銀行Charity Bank未來展望Outlook楊凱生行長應邀在人民網介紹本行為社會公眾提供金融服務的情況President Yang Kaish

102、eng was invited to introduce ICBCs practice for providing fnancial services to clients at People internet company Overview of ICBCCorporate cultureMission:Excellent for you-Excellent services to clients,Maximum returns to shareholders,Real success for our people,Great contribution to societyVision:A

103、 global leading bank with the best proftability,performance and prestigeValue:Integrity leads to prosperityBasic dimensions of Value:Integrity,Humanity,Prudence,Innovation and ExcellenceBasic philosophies:Philosophies regarding development,beneft,risks,services,brand,team work,competent persons and

104、learning Brand image:A reliable bank thats always by your side社會責任戰略與管理Strategy and Management of Social Responsibility1718中國工商銀行成立于 1984 年 1 月 1 日，總部在北京。2005 年 10 月 28 日整體改制為股份有限公司。2006 年10 月 27 日成功在上海證券交易所和香港聯合交易所同日掛牌上市，開創了證券市場中 A 股和 H 股同步發行上市的先河，并一舉創造了 28 項世界之最，被媒體和業界譽為“世紀招股”。通過持續努力和穩健發展，本行已經邁入世界

105、領先大銀行行列，成為全球市值、盈利、客戶存款、貸款和品牌價值第一的上市銀行。本行擁有優質的客戶基礎、多元的業務結構、強勁的創新能力和市場競爭力，通過約 1.7萬家境內機構、383 家境外機構和遍布全球的 1,630 家境外代理行以及網上銀行、電話銀行和自助銀行等分銷渠道，向 438 萬公司客戶和 3.93 億個人客戶提供廣泛的金融產品和服務，基本形成了以商業銀行為主體，跨市場、國際化的經營格局，并在絕大多數商業銀行業務領域保持國內市場領先地位。本行始終堅持“以客戶為中心、服務創造價值”的宗旨，持續提升金融服務水平，品牌內涵不斷豐富，努力使“您身邊的銀行，可信賴的銀行”的品牌形象深入人心，成為全

106、球最具價值的金融品牌。本行堅持履行經濟責任與社會責任的有機統一，在支持經濟社會發展、保護環境和資源、支持社會公益等方面樹立了負責任的大行典范，多次被評為“中國最受尊敬銀行”、“最具責任感企業”。公司簡介社會責任戰略與管理Strategy and Managementof Social Responsibility價值銀行Value Creator品牌銀行Brand Builder綠色銀行Green Bank誠信銀行Creditworthy Bank和諧銀行Harmonious Bank愛心銀行Charity Bank未來展望OutlookIndustrial and Commercial Ba

107、nk of China was incorporated on January 1,1984 with headquarters in Beijing.The Bank was wholly restructured to a joint-stock limited company on October 28,2005.On October 27,2006,the Bank was listed on both the Shanghai Stock Exchange and The Stock Exchange of Hong Kong Limited,becoming the first c

108、ompany publicly offering A shares and H shares simultaneously in the securities market,and it topped the world in 28 indicators.As a result,the Bank was accredited by media and the banking sector as Centennial Ofering.Through its continuous endeavor and stable development,the Bank has developed into

109、 one of the top large banks in the world in terms of market capitalization,profit,customer deposits,lending and brand value.The Bank boasts an excellent customer base,a diversified business structure,strong innovation capabilities and market competitiveness.The Bank provides extensive financial prod

110、ucts and services for 4.38 million corporate customers and 393 million personal customers by virtue of its service network consisting of about 17,000 domestic institutions,383 overseas institutions and 1,630 correspondent banks worldwide,as well as through its distributing channels including online

111、banking,telephone banking and self-service banking.It has basically formed an internationalized trans-market operating structure focusing on commercial banking,and maintained a leading position in the domestic market in a majority of commercial banking areas.Upholding the management tenet of focusin

112、g on customers and creating value through services,the Bank constantly improves its fnancial services to enrich its brand connotation.With the brand image of A reliable bank thats always by your side being widely recognized,the Bank has been the most valuable fnancial brand around the globe.The Bank

113、 strives to realize the integration of economic and social responsibilities,establishing the image of a large responsible bank in the aspects of supporting economic and social development,protecting environment and resources,and participating in community services,and has won the awards of Chinas Mo

114、st Respectable Bank and Most Responsible Enterprise for many times.Company Profle社會責任戰略與管理Strategy and Management of Social Responsibility1920本行嚴格遵守營業所在地和上市地的法律法規及相關監管規定，堅持把完善公司治理作為提升發展水平的關鍵舉措，圍繞“建設最盈利、最優秀、最受尊重的國際一流現代金融企業”的戰略愿景，不斷完善“三會一層”架構和工作制度，提升對子公司的治理水平，積極推進戰略轉型以及經營模式和增長方式的轉變，強化風險管理和內部控制，著力改進和提高

115、服務質量，提升核心競爭力，全面促進各項業務健康發展。報告期內，本行榮獲香港上市公司商會“2012 年香港公司管治卓越獎”、香港會計師公會“最佳企業管治資料披露大獎H 股板塊白金獎”、上海證券交易所“2012 年度上市公司信息披露獎”、南開大學2012 年度“中國最佳上市公司治理獎”等 31 項境內外公司治理重要獎項。報告期內，本行持續優化公司治理架構，穩妥推進董事、監事、高管選任和董事會專門委員會調整。董事會認真履行決策和監督職責，監事會積極發揮監督作用，管理層加大重點領域和關鍵環節的改革力度，確保了經營計劃順利完成。報告期內，本行不斷完善公司治理制度和機制建設，積極開展公司治理基本制度修訂工

116、作，加強授權管理，不斷加強全面風險、內審、內控和激勵約束機制建設。進一步提高信息披露質量，在保證全體股東享有同等權利的同時，注重暢通溝通渠道，確?？茖W運作、民主決策，積極踐行企業社會責任。截至報告期末，本行董事會共有董事 16 名，其中執行董事 4 名，非執行董事 6 名，獨立非執行董事 6 名；監事會共有監事 7 名，其中股東代表監事 2 名，外部監事 2 名，職工代表監事 3 名。報告期內，本行共召開董事會會議 14 次，審議通過包括公司發展戰略規劃、調整董事會專門委員會委員、提名董事候選人、財務決算、利潤分配等 62 項議案；聽取了內部審計計劃、風險管理情況等 20 項匯報報告期內，監事

117、會共召開 7 次會議，審議通過了年度報告、內部控制評價報告、社會責任報告等 19 項議案，并及時發表獨立意見；聽取了關于內部控制評價、全面風險管理、內部審計工作等 23 項匯報。報告期內，本行共召開 1 次股東年會和 2 次臨時股東大會，審議通過了 14 項議案并聽取了 2 項匯報。各次會議的召開均履行了相應的法律程序，保證了股東參會并行使權利。本行聘請律師見證了股東大會并出具了法律意見書。以上股東大會決議公告亦可詳見本行網站。During the reporting period,the Bank convened 14 meetings of the Board of Directors,

118、at which it deliberated and approved 62 proposals,including proposals on strategic planning for corporate development,member adjustment of special committees of the Board of Directors,director candidate nomination,fnal accounts and proft distribution.In addition,it heard 20 reports on internal audit

119、 plan,risk management and other issues.During the reporting period,the Board of Supervisors held seven meetings,at which it reviewed and approved 19 proposals,including proposals concerning annual report,internal control assessment report,social responsibility report and others,and timely expressed

120、independent opinions.The Board of Supervisors heard 23 reports on internal control assessment,comprehensive risk management,internal audit and other issues.During the reporting period,the Bank convened one annual general meeting and two extraordinary general meeting,at which it deliberated and appro

121、ved a total of 14 proposals and heard two reports.Each meeting was convened in compliance with relevant legal procedures which assured shareholders participation and exercise of rights.The Bank engaged lawyers to witness these meetings and issue legal opinions.Detailed resolution announcements of th

122、e above meetings can be found on the website of the Bank.股東大會董事會Board of Directors監事會Board of SupervisorsShareholders General Meeting公司治理社會責任戰略與管理Strategy and Managementof Social Responsibility價值銀行Value Creator品牌銀行Brand Builder綠色銀行Green Bank誠信銀行Creditworthy Bank和諧銀行Harmonious Bank愛心銀行Charity Bank未來展

123、望OutlookIn strict accordance with laws,regulations and regulatory requirements in places of business and listing,the Bank took the improvement of the corporate governance as a key approach to promote its development.Centering on the strategic vision of a global leading bank with the best profitabili

124、ty,performance and prestige,it constantly improved the Shareholders General Meeting,the Board of Directors,the Board of Supervisor and the Senior Management framework and the working system,lifted the governance level to subsidiaries,actively advanced the strategic transformation and the shift of op

125、erating and growth modes,strengthened risk management and internal control,intensifed improvement of service quality and enhanced core competitiveness to promote the healthy development of various businesses in an all-round manner.During the reporting period,the Bank bagged 31 major corporate govern

126、ance awards at home and abroad,including the 2012 Hong Kong Corporate Governance Excellent Awards conferred by the Chamber of Hong Kong Listed Companies,the Best Corporate Governance Disclosure Awards 2012 H Share Category Platinum Award by Hong Kong Institute of Certified Public Accountants,the Inf

127、ormation Disclosure Award for Listed Companies by Shanghai Stock Exchange,and the Chinas Best Listed Companies in Corporate Governance in 2012 by Nankai University etc.During the reporting period,the Bank continuously improved the corporate governance framework and steadily promoted the selection an

128、d appointment of directors,supervisors and the senior management,as well as the adjustment of special committees under the Board of Directors.The Board of Directors performed the decision-making and supervision responsibilities in earnest,the Board of Supervisors played the supervision function acti

129、vely,and the Management intensifed the reform in key areas and aspects,thus ensuring the smooth fulfllment of the business plan.During the reporting period,the Bank kept improving the corporate governance system and the mechanism,actively conducted the revision to the fundamental corporate governanc

130、e system,strengthened the authorization management,and continuously enhanced the internal audit and control of enterprise risks and the building of the incentive and constraint mechanism.It further lifted the information disclosure quality,focused on smooth communication channels on the premise of g

131、uaranteeing equal rights enjoyed by all shareholders,ensured scientific operation and dynamic decision-making,and actively practiced the corporate social responsibility.As at the end of the reporting period,the Board of Directors of the Bank consisted of 16 directors,including 4 executive directors,

132、6 non-executive directors and 6 independent non-executive directors.The Board of Supervisors consisted of 7 supervisors,namely 2 shareholder supervisors,2 external supervisors and 3 employee supervisors.Corporate Governance董事會股東大會監事會戰略委員會Strategy Committee風險管理委員會Risk Management Committee 提名委員會Nomina

133、tion Committee技術審查委員會Technical Approval Committee財務審查委員會Financial Approval Committee資產負債管理委員會Asset&Liability Management Committee信用風險管理委員會Credit Risk Management Committee信息科技管理委員會Information Technology Management Committee風險管理委員會Risk Management Committee市場風險管理委員會Market Risk Management Committee業務與產品

134、創新管理委員會Business&Product Innovation Management Committee信貸審查委員會Credit Approval Committee操作風險管理委員會Operational Risk Management Committee薪酬委員會Compensation Committee審計委員會Audit Committee監督委員會Supervision Committee關聯交易控制委員會Related Party Transactions Control CommitteeBoard of DirectorsShareholders General Me

135、etingBoard of Supervisors內部審計局Internal Audit Bureau內部審計分局Internal Audit Sub-bureau 營銷及產品部門Marketing&Product Departments風險管理部門RiskManagementDepartments綜合管理部門Comprehensive Administration Departments支持與保障部門Supporting Departments境內分支機構Domestic Institutions境外分支機構Overseas Institutions高級管理層Senior Managemen

136、t第一匯報路線第二匯報路線Primary reporting line Secondary reporting line 社會責任戰略與管理Strategy and Management of Social Responsibility2122中國工商銀行的成長與發展源于客戶、系于股東、發于員工、植于社會，贏得利益相關群體的認知和尊重是我們的不懈追求與價值精髓，取得利益相關群體的理解和共鳴是我們的堅定信念和行動指南。我們緊緊圍繞“工于至誠，行以致遠”的價值觀，以企業公民的行為模式為基礎，融入金融行業的獨特內涵和標準，從價值銀行、品牌銀行、綠色銀行、誠信銀行、本行努力完善利益相關方的識別和參與機

137、制，建立健全社會責任日常信息披露體系，積極創新社會責任溝通途徑，通過交流對話、共同行動等多種方式，著力搭建社會責任信息交流平臺，了解利益相關方期望與訴求，與利益相關方構建戰略互信關系，增進了解、增加共識。本行把風險管理作為公司治理的核心內容，完善具有自身特色的全面風險管理體系，統籌推進巴塞爾新資本協議的實施準備，加強并表風險、國別風險和表外風險管理，努力提升各類風險管理技術水準。報告期內，本行印發了2012-2014 年風險管理規劃，明確了三年風險管理工作的重點和要求；修訂風險管理評價、限額、評估辦法，確保全面風險管理制度的適用性和前瞻性；修訂并表管理制度，搭建集團并表管理體系；修訂國別風險管

138、理辦法，完善國別風險評級體系。截至報告期末，本行三大支柱基礎建設已完成。治理結構、制度體系、IT 系統與考核機制日益完善，風險計量體系日漸成熟，資本約束與激勵機制逐步發揮有效作用，風險管理水平全面提升。本行內部審計以風險控制為主線，以增值服務為宗旨，以精品審計為抓手，科學創新，較好地履行了內部審計在全行公司治理和風險管控體系中的職責。報告期內，重點開展了涉及財務效益、信貸業務、集團風險、資金市場、境外機構等方面的審計項目，實現了對全行發展的主要風險、重要系統和關鍵業務領域的集中覆蓋。責任理念利益相關方參與和諧銀行、愛心銀行六維度深入踐行社會責任，努力以優質的服務贏得客戶的信任，以卓越的業績贏得

139、股東的青睞，以先進的文化贏得員工的認同，以優異的表現贏得社會的肯定，將“提供卓越金融服務”視為自身使命，把服務客戶、回報股東、成就員工、奉獻社會融入到公司的經營戰略，刻于企業的發展藍圖，凝練成工行的責任文化，升華為全員的價值追求。趙林監事長在中國銀行業信息科技風險管理會議上致辭Chairman of the Board of Supervisors,Zhao Lin attended and addressed the IT Risk Management Conference of Chinese Banking Sector社會責任戰略與管理Strategy and Managemento

140、f Social Responsibility價值銀行Value Creator品牌銀行Brand Builder綠色銀行Green Bank誠信銀行Creditworthy Bank和諧銀行Harmonious Bank愛心銀行Charity Bank未來展望OutlookThe Bank s growth and development is based on customers,correlated with shareholders,derived from employees and rooted in the society.Wining the recognition and r

141、espect of stakeholders is our unremitting pursue and core value,and to be understood by stakeholders is our frm belief and guide of action.The Bank focuses on its value of Integrity Leads to Prosperity to continuously improve its social responsibility performance consisting of six dimensions,namely

142、Value Creator,Brand Builder,Green Bank,Creditworthy Bank,Harmonious Bank and Charity Bank,integrating the unique connotation of and standards for the financial industry based on the behavioral pattern required for a corporate citizen.The Bank strives to win the trust of customers with quality servic

143、es,favor of shareholders with excellent performance,understanding of employees with advanced culture,and recognition of the society with brilliant performance.It integrates its mission,Excellent for you-Excellent services to clients,Maximum returns to shareholders,Real success for our people,Great c

144、ontribution to society into its operating strategy,and embeds it into the blueprint of the Bank,refnes it as responsibility culture of ICBC and sublimates it into the pursuit of all employees.The Bank has made great efforts to improve its stakeholder identification and participation mechanism,enhanc

145、e its routine information disclosure system of social responsibility,and actively innovate the methods for communications on social responsibility.The Bank strives to build a communication platform for social responsibility information to get to know expectations and appeals of stakeholders and esta

146、blish strategic mutual trust with stakeholders to promote mutual understanding,through dialogues,joint actions and other means.Taking risk management as the core of corporate governance,the Bank has improved its comprehensive risk management system with characteristics of its own,carried forward the

147、 preparations for implementing Basel II,strengthened the management of consolidation risk,country risk and off-balance-sheet risk,and strived to improve the risk management technology.During the reporting period,the Bank issued the Risk Management Planning for 2012-2014,which clarifies the focuses o

148、f and requirements for risk management in the three years.It revised the evaluation method and risk limit for risk management,to ensure the applicability and perception of the comprehensive risk management system.It also revised the Consolidated Management Rules to build up a consolidated management

149、 system at the Group level.In addition,the Bank amended its Administrative Measures for Country Risk,to improve its country risk rating system.As at the end of the reporting period,the building of the three pillars was completed,governance structure,regulations,IT system and assessment mechanism wer

150、e increasingly enhanced,the risk measurement system was more mature,and the capital incentive and constraint mechanism played a more effective role,indicating an overall enhancement of the Bank s risk management.With the risk control as the focus,value-added services as the purpose,and quality audit

151、 as the breakthrough point,internal audit of the Bank has made scientific innovation and well performed its duties in corporate governance and risk management of the Bank.During the reporting period,internal audit of the Bank mainly carried out audits on financial performance,credit business,risks o

152、f the Group,capital market and overseas institutions,covering major risks,important systems and key business areas in the development of the Bank.Responsibility ConceptsStakeholders Participation社會責任戰略與管理Strategy and Management of Social Responsibility2324期望與訴求溝通方式回應舉措Expectations and appealsWays of

153、 communicationResponses of ICBC政府Government監管機構Regulatory authorities股東Shareholders客戶Customers促進經濟持續、健康發展協助公共財政，服務政府發展目標政策指引上報統計報表日常調研、溝通支持國民經濟發展，優化資源配置功能支持中小企業、三農、民族地區等民生領域發展，納稅穩定增長，增加就業機會合規經營，公平競爭維護金融體系穩定 監管政策工作匯報上報統計報表加強合規管理、誠信經營完善公司治理，加強內控建設，推進巴塞爾新資本協議實施股東大會公司公告業績路演投資者熱線、電郵、傳真滿意的投資回報良好的市值水平充分了解公

154、司經營狀況穩健經營，提高盈利能力，分紅穩定加強投資者關系管理，及時充分披露信息Policy guidelines;Submission of statistical statements;Routine surveys and communicationsSupport the development of national economy and improve resource allocation;support the development of SMEs,agriculture,rural areas and farmers,and ethnic group areas;Reali

155、ze stable tax growth and create more jobsRegulatory policies;Work report;Submission of statistical statementsStrengthen compliant management and creditworthy operation;Improve corporate governance,strengthen internal control,andpromote the implementation of Basel IIIGain satisfactory returns and mar

156、ket value;Fully understand the Banks operating statusShareholders General Meeting;Company announcements;Business performance roadshow;Hotlines,emails and faxes for investors優質便捷的金融產品滿意的金融服務舒適的業務環境座談會滿意度調查客服熱線官方網站、微博電子銀行業務量同比創新高，優化業務流程，創新產品服務提升服務品質，關注客戶體驗，升級改造網點成立消費者權益保護辦公室社會責任戰略與管理Strategy and Manag

157、ementof Social Responsibility價值銀行Value Creator品牌銀行Brand Builder綠色銀行Green Bank誠信銀行Creditworthy Bank和諧銀行Harmonious Bank愛心銀行Charity Bank未來展望Outlook合作伙伴Partners員工Employees社區Communities環境Environment公平采購 誠信互惠招投標業務交流合作定期走訪公開透明的采購機制堅持平等互利、和諧雙贏的業務合作Bid and tender;Business communication and cooperation;Regula

158、r visits 期望與訴求溝通方式回應舉措Expectations and appealsWays of communicationResponses of ICBC良好的職業生涯規劃和成長機會完備的權益保障職工代表大會教育培訓員工調研實施人力資源提升項目，完善員工培訓體系完善薪酬激勵、保險與福利體系Good career planning and development opportunities;Sound protection of rights and interests關注社區發展安全、健康的生活環境公益活動社區共建開展志愿者活動，扶助弱勢群體，積極投身公益事業保證安全運營，普及金

159、融知識，倡導環境保護Pay attention to community development;Safe and healthy living environment關注氣候變化，支持低碳經濟倡導節能減排，構建節約型社會節能減排政策及倡議綠色公益活動實施綠色信貸，推廣電子銀行，拓展綠色金融渠道倡導綠色辦公，推行責任采購，開展環保公益活動Pay close attention to climatic change and support low-carbon economy;Advocate energy conservation and emission reduction;Establis

160、h a conservation-minded societyPolicies and proposals on energy conservation and emission reduction;Environment-friendly public welfare activities 社會責任戰略與管理Strategy and Management of Social Responsibility2526本行已逐步形成一套成熟的多維度、多層次社會責任管理體系。在董事會和管理層領導下，總行戰略管理與投資者關系部牽頭協調社會責任整體工作，統一編制、發布社會責任報告，總行各部室及各分支機構分

161、頭組織實施，共同推進社會責任的履行和落實。報告期內，本行在履行社會責任方面的良好表現贏得了社會各界的廣泛認可，先后榮獲“年度最具社會責任金融機構獎”、“2012年度扶貧大使獎”、“新長城教育扶貧突出貢獻單位”、“年度最佳公益慈善貢獻獎”、“社會責任管理最佳實踐獎”、“促進社會責任發展最佳實踐獎”、“十一五全國節能先進集體”等近二十項大獎。2007 年以來，本行已連續 6 年發布了社會責任報告，全面、客觀地披露本行社會責任理念與績效。報告已經成為本行加強利益相關方溝通、傳播社會責任理念，完善企業管理模式的重要工具。Since 2007,the Bank has released social r

162、esponsibility reports for six consecutive years,which comprehensively and objectively disclosed its concepts and achievements regarding social responsibility.These reports have become an important tool for the Bank to strengthen communications with stakeholders,spread social responsibility concepts

163、and improve enterprise management mode.責任報告 Social responsibility report圍繞社會責任管理、考核體系建設、公益文化傳播等主題，赴中國移動等機構開展社會責任實地調研，增進了業界交流。Centering on social responsibility management,assessment system improvement and publicity of pubic good activities,the Bank conducted feld studies and surveys on social respon

164、sibilities in China Mobile Communication Corporation and other institutions,enhancing exchanges with them.外部交流 External exchanges成功加入聯合國全球契約，成為首家加入該組織的國內商業銀行，提高了國際聲譽和社會影響力；主動參加全球契約中日韓網絡會議，交流銀行業社會責任工作實踐。The Bank successfully joined the UNGC,being the first domestic commercial bank to join this organi

165、zation,which enhanced its international reputation and social infuence.In addition,the Bank actively attended the network conference among China,Japan and South Korea,at which it communicated banking sectors working practices in social responsibility.國際接軌 International development連續第五年在全行范圍舉辦社會責任專題培

166、訓，針對社會責任理論與實踐、全球契約、社會責任報告編寫等方面，安排了專家面授、經驗交流以及公益實踐，并將課件通過員工網絡大學供全行分享。The Bank has organized special trainings on social responsibility for fve consecutive years,and organized face-to-face lectures given by experts,experience exchanges and public welfare activities regarding theories and practices of

167、social responsibility,UNGC,compilation of social responsibility report and other aspects.In addition,the training materials were shared across the Bank through the online employee college.文化培育 Culture cultivation根據企業公民發展趨勢以及利益相關方訴求，修訂社會責任信息披露管理辦法，通過制度化管理加強社會責任理念與實際工作的融合。Based on the trend of corpora

168、te citizenship and appeals of stakeholders,the Bank revised the Administrative Measures on Social Responsibility Information Disclosure,to integrate social responsibility concepts into practical work,through institutionalized management.制度建設 Rule formulation責任管理社會評價社會責任戰略與管理Strategy and Managementof

169、 Social Responsibility價值銀行Value Creator品牌銀行Brand Builder綠色銀行Green Bank誠信銀行Creditworthy Bank和諧銀行Harmonious Bank愛心銀行Charity Bank未來展望OutlookDuring the reporting period,the Bank obtained widespread recognition on its performance of CSR from all walks of life at home and abroad.The Bank was honored with

170、almost 20 awards concerning CSR,such as Most Socially Responsible Financial Institution Award,2012 Poverty Alleviation Ambassador Award,Outstanding Contribution Award for New Great Wall Educational Support,Best Charitable Contribution Award,Best Practice Award for Social Responsibility Management,Be

171、st Practice Award for Social Responsibility Promotion and Advanced Unit of Energy Conservation during 11th Five-Year-Plan.The Bank has initially established a multi-dimensional and multi-layer system for social responsibility management.Under the leadership of the Board of Directors and the manageme

172、nt,the Corporate Strategy and Investor Relations Department of the Head Ofce coordinated the overall work of social responsibility,formulated and released the corporate social responsibility report in a united manner.Relevant departments of the Head Ofce and branches were responsible for organizing

173、relevant work and jointly promoted the performance and fulfllment of social responsibility.Responsibility ManagementSocial Recognition價值銀行 Value Creator助力實體經濟促進區域協調服務保障性住房支持新興產業加大“三農”服務支持中小企業支持民族經濟Boosting the Real EconomySupporting the Emerging Industries Reinforcing the Agriculture,Countryside and

174、 Farmers ServicesPromoting the Regional Coordination Serving the Construction of Low-income HousingSupporting the Small and Medium EnterprisesSupporting the National EconomyCORPORATE SOCIAL RESPONSIBILITY REPORT 20122012 社會責任報告價值銀行Value Creator2930金融服務經濟，金融行業在堅持自身可持續發展的同時，在服務和支持實體經濟發展方面發揮了重要作用。報告期內，

175、面對錯綜復雜的國際國內經濟形勢，本行全力支持實體經濟平穩健康發展，推動產業結構升級，加大戰略性新興產業支持力度，促進區域經濟平穩協調發展，為利益相關方創造了一流的價值。助力實體經濟姜建清董事長在某機械集團生產車間調研Chairman Jiang Jianqing visited the production workshop of a heavy machinery group本行信貸支持的福州港羅源灣港區某作業區Working area of a bay port area of Fuzhou Port that received the credit support from the Ba

176、nk 案例報告期內，本行繼續堅持金融服務實體經濟發展，保持信貸總量合理均衡增長、保障國家經濟平穩協調較快發展的基礎上，加大信貸結構調整力度，通過信貸杠桿推動了經濟發展方式轉變和經濟結構調整。對關系國計民生的重大項目給予合理支持，同時繼續有序支持在建、續建重點項目建設。報告期內，本行境內分行人民幣貸款新增 8,672 億元，增幅為 12.3%。本行河北分行針對一批產業帶動性強的項目資金需求，制定綜合金融服務方案，向包括重點區域路網、戰略性新興產業園區和港口等項目投放貸款 96.86 億元。本行安徽分行加快項目銜接和貸款投放進度，支持當地基礎設施項目建設，投放貸款 23 億元；著力推進民生項目建設

177、，為市政供水、污水處理等公共事業投放貸款超過 7 億元。本行湖南分行針對長株潭城市群獲批為國家資源節約型和環境友好型社會建設試驗區，經濟發展迅速駛入快車道后區域內融資需求的高速增長，主動上門服務，出謀劃策，創造性地催生了“兩型社會”產業投資基金新模式，并作為獨家主理銀行和托管銀行，為率先試點的湘潭市產業投資基金提供“財務顧問+托管”的綜合金融服務。30社會責任戰略與管理Strategy and Managementof Social Responsibility價值銀行Value Creator品牌銀行Brand Builder綠色銀行Green Bank誠信銀行Creditworthy Ba

178、nk和諧銀行Harmonious Bank愛心銀行Charity Bank未來展望OutlookFinance serves the economy.Finance played an important role in serving and supporting the real economy while adhering to its own sustainability.In face of the complex economic situations both at home and abroad during the reporting period,the Bank spar

179、ed no efort to support the steady and healthy performance of the real economy,propel the industrial upgrade,intensify the support for the strategic emerging industries,and promote the steady and coordinated development of the regional economies.In this respect,the Bank created the frst-class values

180、for all the stakeholders.Hebei Branch designed comprehensive fnancial solutions to deliver comprehensive fnancial supports to a batch of key projects in Hebei Province,and offered an accumulated loan of RMB9,686 million to key regional road networks,parks for strategic emerging industries,ports and

181、other projects.Anhui Branch expedited the project identifcation and loan granting.The branch granted a total loan of RMB2.3 billion to support the construction of national infrastructure projects in the local region,and lent over RMB0.7 billion to finance the building of projects relating to peoples

182、 well-being in municipal water supply,sewage treatment and other public utility areas.After approved to be a national pilot for the construction of an energy-saving and environment-friendly society,the Changsha-Zhuzhou-Xiangtan city group showed a fast-growing fnancing demand in order to stake the s

183、wift economic development.Hunan Branch actively served the city group,acted as an advisor,and creatively designed the new mode of energy-saving and environment-friendly society for industrial investment funds.Besides,the branch delivered comprehensive fnancial services integrating fnancial advisor+t

184、rusteeship to the Xiangtan Industrial Investment Fund,which was the pilot of such new mode.Boosting the Real EconomyDuring the reporting period,the Bank continued to serve the real economy development with financial services.It maintained a reasonable and balanced growth of credit amount and ensured

185、 a smooth,coordinated and fast national economy development.Besides,the Bank strengthened credit structure adjustment and promoted the transformation of economic development patterns and the economic structural adjustment through credit leverage.It provided reasonable support to major projects that

186、would afect national economy and peoples livelihood,while continuing to back up construction of key projects that were either under construction or expansion.During the reporting period,the new loans of all domestic branches reached RMB867.2 billion,up by 12.3%.CASE本行河北分行實地考察某國際展覽交易城Hebei Branch vis

187、ited international fair and exhibition city價值銀行Value Creator3132支持新興產業楊凱生行長深入四川企業調研President Yang Kaisheng visited an enterprise in Sichuan Province天津和諧型大功率機車檢修基地項目現場Project site of Tianjin Harmony High Power Locomotive Repair Base 本行上海市分行緊密結合長三角地區高等級航道網發展、上海國際航運中心建設，維護上海港作為世界第一大港的地位，積極支持上海市內河航道整治工程

188、項目，參與銀團貸款 7.3 億元。本行福建分行為當地碼頭、港區中轉庫等項目投入金融資源，大幅度提升了區域基礎設施；支持了福建省跨省區“北糧南運”和糧食進口物流通道無縫化連接，提高了全省糧食安全保障程度，對促進區域糧食產業聚集發展等具有重要意義。本行寧波分行堅持“金融服務實體經濟發展”的要求，積極實施從傳統的“資產拉動型”向“投行引領型”和“商投互動型”服務轉變。報告期內，通過牽頭銀團貸款、利用理財資金、發展租賃業務，新投放資金 274.7 億元，為支持寧波經濟發展提供了強有力的金融支持。案例案例案例2012 年，根據國家戰略性新興產業發展規劃，本行完善行業信貸政策，建立健全適應戰略性新興產業發

189、展的信貸評審和管理制度，積極發展新型金融業務，加大對戰略性新興產業領域的信貸投放。報告期內，本行先后制定并印發了 54個行業信貸政策，基本涵蓋了國家確定的七大戰略性新興產業。為積極支持戰略性新興產業的出口增長，本行對全國重點出口地區及戰略性新興產業聚集地區制定了相關區域信貸政策；進一步細化了貿易融資產品政策，打造出口信貸、工程+金融、投行+貸款等具品牌效應的融資產品，幫助企業積極拓展海外市場。本行天津分行積極支持“天津和諧型大功率機車檢修基地”項目，該項目設計總規模滿足管轄區內 3,000 臺電力機車保有量的檢修任務和年制造 200 臺新車規模，項目建成后年產值約 40 億元，實現了大功率機車

190、的專業化集中檢修，提高了我國機車檢修標準和水平，對天津市重型裝備制造行業的進步以及經濟發展起到推動作用。本行廣東分行和浙江分行圍繞當地經濟轉型升級的戰略機遇，加大對先進制造業、現代服務業、文化產業和戰略性新興產業等四大重點市場的信貸支持。報告期末，廣東分行四大重點市場貸款余額達 2,922.5 億元，其中，支持戰略性新興產業客戶共220余戶，貸款余額107.6多億元，支持文化產業信貸客戶近 500 戶，近三年累計發放貸款 265.7 億元；浙江分行四大重點市場貸款余額達3,134.01億元，較年初新增609.9億元，占全部公司貸款增量的 146.3%。社會責任戰略與管理Strategy and

191、 Managementof Social Responsibility價值銀行Value Creator品牌銀行Brand Builder綠色銀行Green Bank誠信銀行Creditworthy Bank和諧銀行Harmonious Bank愛心銀行Charity Bank未來展望OutlookIn 2012,in accordance with the development planning of Chinas strategic emerging industries,the Bank improved the industrial credit policy,established

192、 and upgraded the credit review and management system that suits the development of the emerging industries,actively developed new fnancial services,and increased the supply of credit to strategic emerging industries.During the reporting period,the Bank formulated and published 54 industrial credit

193、policies,basically covering the seven strategic emerging industries confirmed by the State.To actively support the export growth of strategic emerging industries,the bank drew up regional credit policies for the national key export areas and the strategic emerging industrial clusters;it also further

194、 refined the policies of trade financing products,created financing products with brand efects,such as export credit,engineering+fnancing,and investment banking+loans,and helped enterprises to expand overseas markets.Guangdong Branch and Zhejiang Branch grasped the strategic opportunity created by t

195、he local economic reshufe and upgrade,and intensifed the credit support for four major areas,including advanced manufacturing,modern services,cultural industry and strategic emerging industries.As at the end of the reporting period,Guangdong Branch had a combined loan balance of RMB292.25 billion to

196、 the aforesaid key areas,including a loan balance of over RMB10.76 billion with more than 220 customers engaged in the strategic emerging industries,and a cumulative loan size of over RMB26.57 billion with nearly 500 customers in the cultural industry for the recent three years.Zhejiang Branch kept

197、a consolidated loan balance of RMB313.401 billion with the aforesaid key areas,representing an increase of RMB60.99 billion compared to the beginning of the year and 146.3%of the total corporate loan increment.Tianjin Branch actively supported the project of Tianjin Harmony High Power Locomotive Rep

198、air Base,which was designed to overhaul 3,000 electrical locomotives in the local jurisdiction and produce 200 new locomotives every year.After completion,the project will 本行河南分行支持的某2X300MW等級燃氣-蒸汽聯合循環熱電廠開工奠基儀式2X300MW Gas-steam circular power plant supported by Henan Branch趙林監事長深入客戶生產現場調研Chairman of

199、the Board of Supervisors,Zhao Lin visited the clients production siteSupporting the Emerging Industries CASEShanghai Branch contributed RMB730 million to a syndicated loan,and actively supported the inland river channel improvement project in Shanghai,in an efort to support the development of the hi

200、gh-grade channel in the Yangtze River Delta and the construction of the international shipping center in Shanghai,and keep Shanghai s position as the worlds largest port.Fujian Branch injected financial resources into local ports,transit storages and other local projects,thereby enhancing the region

201、al infrastructures to a large extent.Moreover,the branch supported the north-to-south grain transport project across diferent provinces and the seamless connection of the grain import logistics channel in Fujian Province,which boosted the grain security level of the whole province and was important

202、to promote the cluster development of the regional grain industry.Ningbo Branch persisted in the requirement that fnance serves the real economic development.The branch actively shifted from the traditional service type featuring asset pull to the service type featuring the investment banking drive

203、and the commercial-investment interaction.During the reporting period,the branch provided a mighty fnancial support for the local economic development,and newly granted RMB27,470 million by organizing syndicated loans,leveraging funds from wealth management products and developing the leasing busine

204、ss.realize an annual output value of RMB4 billion,realize the professional concentrated overhaul of high-power locomotives,lift Chinas locomotive overhaul standard and level,and promote the advance of the local heavy machinery equipment manufacturing industry and the local economic development.價值銀行V

205、alue Creator3334本行加強信貸政策與區域發展政策的協調配合，進一步加大對中西部和東北地區經濟發展的信貸支持力度。截至報告期末，本行中西部和東北地區分行各項貸款余額達 32,284 億元，較年初增加 14.4%，高于全行貸款平均增幅 1.4 個百分點，新增貸款 4,064.51 億元，占全行新增貸款的 40.05%。本行甘肅分行緊密結合全省經濟社會發展重點，增加信貸投放額度，報告期末，各項貸款增長 17.41%；報告期內累計向電力、公路、鐵路等重點行業投放貸款 246.26 億元。本行廣西分行大力支持廣西“一軸四縱四橫”鐵路網絡體系建設、湘桂鐵路擴能改造工程等一批重大項目的開工建設

206、，為項目建設提供有針對性的服務方案，報告期內累計發放項目貸款（本外幣）143.93 億元，同比多投放 84.94億元，比年初增加 25.36 億元。本行貴州分行積極支持旅游業重點景區建設Guizhou Branch actively supported the development of key tourism destinations 王麗麗副行長出席金融市場支持青海經濟發展研討會Senior Executive Vice President,Wang Lili participated in the seminar for Qinghais economic development.促進

207、區域協調本行建立了完善的中小企業金融服務體系，包括組織機構、人員隊伍、產品體系、政策制度和內部流程。本行中小企業貸款總量居國內銀行業之首。報告期內，本行進一步加大對中小企業的金融服務力度，加大優勢產品市場推廣，滿足客戶需求。本行“網貸通”業務具有承諾授信、客戶自主操作、資金實時到帳、降低融資成本等諸多特質，適應小企業“短、頻、急”的融資需求，讓客戶體驗到現代金融的高效、便捷。至報告期末，本行中小微型企業有貸戶在公司貸款戶中占比 92%，較年初增長 11.8%；貸款余額 42,312 億元，在公司貸款中占比 72%，較年初增加 5,595 億元、增長 15.2%。其中：小型微型企業貸款余額18,

208、400億元，較年初增加1,500億元、增幅 8.9%。支持中小企業本行福建分行調研福建某冷凍食品有限公司Fujian Branch paid a visit to a frozen food company in Fujian 案例社會責任戰略與管理Strategy and Managementof Social Responsibility價值銀行Value Creator品牌銀行Brand Builder綠色銀行Green Bank誠信銀行Creditworthy Bank和諧銀行Harmonious Bank愛心銀行Charity Bank未來展望OutlookThe Bank stre

209、ngthened the coordination and cooperation between the credit policy and the regional development policy,and further reinforced the credit support for the economic development in the central regions,the western regions and the northeastern regions.As at the end of the reporting period,the Bank kept a

210、n aggregate loan balance of RMB3,228.4 billion in the aforesaid regions,representing an increase of 14.4%compared to the beginning of the year and exceeding the average loan growth rate across the Bank by 1.4 percentage points,and newly granted RMB406,451 million worth of loans,accounting for 40.05%

211、of the overall loan increment throughout the Bank.Gansu Branch increased the credit granting to the key areas associated with the economic and social development in Gansu Province.As at the end of the reporting period,17.41%of the overall loan increment.During the reporting period,the branch lent RM

212、B24,626 million to such key industries as electrical power,road,railway.Guangxi Branch energetically supported the development of the One Axis,Four Vertical&Four Horizontal Railways network system,the Hunan-Guangxi Railway Expansion Project and other significant projects in Guangxi Autonomous Region

213、,and delivered special service solutions to these projects.During the reporting period,the branch cumulatively granted a total project loan of RMB14,393 million in both Renminbi and foreign currencies,representing an increase of RMB8,494 million compared to the prior year and an increase of RMB2,536

214、 million compared to the beginning of the year.本行遼寧分行調研信貸支持企業Liaoning Branch paid a visit to an enterprise receiving the credit support from the Bank李曉鵬副行長出席“振興中原經濟區”創新沙龍Senior Executive Vice President,Li Xiaopeng attended the innovation salon for economic development of Central China Economy Zone.P

215、romoting the Regional Coordination The Bank is equipped with an adequate financial system serving small and medium enterprises,including organizational structure,staff team,product system,policy framework and internal flow.The Bank has ranked atop all the Chinese banks by the aggregate size of small

216、 and medium enterprise loans.During the reporting period,the Bank further strengthened the financial services for small and medium enterprises,and reinforced the promotion and marketing of advantaged products to satisfy the customer demand.The online revolving loans business of the Bank delivers fun

217、ctions as loan commitment,self-help operation by customer,real-time fund transfer and reduction of financing cost,so it well satisfies the financing demand of small enterprises featuring short term,high frequency and urgent demand,and delivers an efcient and convenient experience of modern finance t

218、o customers.As at the end of the reporting period,small,medium and micro enterprises accounted for 92%of the total corporate loan customers and an increase of 11.8%compared to the beginning of the year,and the loan balance reached RMB4,231.2 billion,accounting for 72%of the total corporate loans and

219、 an increase of RMB559.5 billion or 15.2%compared to the beginning of the year.The loan balance of small and micro enterprises with outstanding loans reached RMB1,840 billion,an increase of RMB150 billion or 8.9%compared to the beginning of the year.Supporting the Small and Medium EnterprisesCASE價值銀

220、行Value Creator3536本行上海分行成功攜手寶鋼集團，共同開發聯接寶鋼和工行的國內首家跨系統電子供應鏈融資系統，通過該系統，本行可以為寶鋼集團在全國范圍內近 3 萬家經銷商和供應商提供便捷的網絡融資服務，拓寬了小企業融資渠道。本行四川分行以產品創新為切入點，根據中小企業園區集群特點，年內創新實施 52 項個性化融資方案，因地制宜推出網貸通、集群聯保貸、酒貸通等一系列創新型產品，為企業提供多元化融資渠道，有效破解中小企業融資擔保瓶頸問題，滿足了中小企業多樣化和個性化的融資需求。截至報告期末，中型企業貸款余額1,028.79 億元，比年初增加 57.51 億元；小企業貸款余額 524.

221、92 億元，比年初增加 151.50 億元，分別占全行貸款凈增額的 12.37%和 40.57%。本行上海分行信貸支持改造外灘 22 號舊建筑Shanghai Branch provided a credit support for the renovation of the old building located on the Bund No.22案例案例本行福建分行為龍巖龍州工業園區設計“龍州工業園區小企業集群聯保融資方案”。龍巖分行以福建龍州工業園區小企業為營銷對象，針對園區內小企業因無法提供有效的資產抵（質）押擔保導致融資難的情況，量身定制了龍州工業園區小企業集群聯保融資方案。該方案

222、實施后受到園區小企業的一致推崇，取得較好的社會效應。案例本行廣東分行為滿足小企業貸款“短、頻、急”的融資需求，創新開發了“審貸通”遠程視頻審批系統。2012 年 3 月，東莞市某橡膠制品有限公司急需貸款 100 萬元。但該企業無法提供有效抵押物。本行東莞分行獲悉后，迅速組織支行展開聯動調查。調查結果表明，該企業生產經營狀況較好，管理制度較為規范，信譽狀況良好，原材料供應、產品銷售都有穩定的渠道，有可預見的凈現金流入量，第一還款來源有保證，因此迅速向該企業發放一筆 100 萬元、期限 6 個月的免抵押“小額便利貸”，用于補充生產性流動資金，解決了資金周轉緊張的問題，成功幫助企業渡過了難關。案例社

223、會責任戰略與管理Strategy and Managementof Social Responsibility價值銀行Value Creator品牌銀行Brand Builder綠色銀行Green Bank誠信銀行Creditworthy Bank和諧銀行Harmonious Bank愛心銀行Charity Bank未來展望OutlookShanghai Branch successfully developed the first intersystem electronic supply chain financing system connecting Baosteel Group an

224、d ICBC,the frst of its kind in China,hands in hands with Baosteel Group.With the system,ICBC can deliver convenient online financing services to nearly 30,000 dealers and suppliers of Baosteel Group throughout the country,thereby providing a broader fnancing channel for small enterprises.During the

225、reporting period,Sichuan Branch,starting from the product innovation,designed 52 personalized fnancing solutions based on the features of small and medium enterprise cluster in industrial parks,and launched a series of innovative products,including the online revolving loans,the cluster joint guaran

226、tee-backed loans and the alcohol loan express,so as to provide diversifed fnancing channels for corporate fnancing,which efectively solved the bottleneck problem of fnancing guarantee for small and medium enterprises,and satisfed their diversifed and personalized fnancing demands.As at the end of th

227、e year,the Branch kept a loan balance of RMB102,879 million with the medium enterprises,representing an increase of RMB5,751 million compared to the beginning of the year and accounting for 12.37%of the total net loan increase of the Branch,and recorded a loan balance of RMB52,492 million with the s

228、mall enterprises,representing an increase of RMB15,150 million compared to the beginning of the year and accounting for 40.57%of the total net loan increase of the Branch.CASECASEFujian Branch designed the Longzhou Industrial Park Small Enterprise Cluster Joint Guarantee-backed Financing Plan for Lo

229、ngyan Longzhou Industrial Park.In order to win small enterprise customers in Fujian Longzhou Industrial Park,Longyan Branch developed the Longzhou Industrial Park Small Enterprise Cluster Joint Guarantee-backed Financing Plan,a tailor-made fnancing solution aimed to solve the fnancing problem of tho

230、se small enterprises that can t provide efective asset mortgage(pledge)guarantee in the industrial park.After implementation,the solution was warmly welcomed by the small enterprises in the industrial park,and created good social benefts.CASECASEGuangdong Branch creatively developed the Loan Review

231、Express,a remote video review system,in order to satisfy the demand of small enterprises for short,frequent and urgent loans.In March,2012,a rubber products company in Dongguan City was urgent to borrow a loan of RMB1 million.However,the company couldnt provide an efective mortgage.After learning su

232、ch situation,Dongguan Branch quickly organized the sub-branches to carry out a collaborative survey.The survey indicated that the company could provide a reliable primary repayment source,considering its good production and operating status,sound corporate governance,good credit standing,stable supp

233、ly of raw materials,stable product sales channels,and predictable net cash infow.Therefore,the branch quickly ofered a mortgage-free petty convenient loan involving an amount of RMB1 million and a term of 6 months.With the loan,the company replenished its working capital,mitigated its tight cash cha

234、in,and successfully tided over the crisis.羅熹副行長出席全國小微企業金融服務評優表彰會Senior Executive Vice President,Luo Xi participated the Commendation Conference for the Competition of Financial Services to Chinas Micro-and-Small Enterprises.價值銀行Value Creator3738本行寧波分行多措并舉幫扶小微企業發展，開展了“行領導走訪百家企業”、“百名客戶經理進千家企業”等特色活動，加大

235、實地走訪頻度，年內調研 280 次，走訪企業 2,063 家，實地了解并著力解決企業在生產經營中遇到的困難和問題；深入開展銀企對接、幫扶結對及產品推介等專項活動，開展“小微企業請進行”活動，組織銀企座談會、對接洽談會近 40 次，對接企業近 800 家，幫助解決難題近 500 個。報告期內，向小微企業累計發放貸款 654.8 億元，小微企業貸款余額達到 431.7 億元。重慶某百貨公司為永川區零售行業龍頭企業，其供應商有幾百家，主要為經營服裝、食品、農副產品等的小微企業，同時具有規模偏小、抵（質）押物缺乏、資金需求較旺的特點。其中，該公司采用先貨后款結算方式的供應商就有 200 多家，掛賬金額

236、大都在100萬元以下，掛賬周期一般在2-3個月，這些供應商通過傳統渠道難以從銀行獲得融資。針對上述難題，本行重慶分行為其設計個性化配套金融服務方案，引導其采用國內信用證結算方式，解決供應商因無抵（質）押物難融資的問題。該方案實施后，該公司通過本行，向其供應商累計開立了國內信用證 67 筆，本行向 23 戶微型企業辦理國內信用證議付 5,316 萬元，筆均融資 79 萬元，單筆最小金額僅6萬元。通過上述方式，不僅解決了公司供應商融資難題，而且穩固了購銷雙方關系，實現了三方共贏。本行北京分行開展小微企業金融服務宣傳活動Beijing Branch promoted fnancial service

237、s for small and micro enterprises 本行廣東分行營業部調研小企業Banking Department of Guangdong Branch visited a local small enterprise 案例案例本行黑龍江分行參加“黑河市中小企業服務平臺成立”大會Heilongjiang Branch participated in the launch ceremony of the Heihe City Small and Medium Enterprise Service Platform 社會責任戰略與管理Strategy and Managemen

238、tof Social Responsibility價值銀行Value Creator品牌銀行Brand Builder綠色銀行Green Bank誠信銀行Creditworthy Bank和諧銀行Harmonious Bank愛心銀行Charity Bank未來展望OutlookNingbo Branch helped the development of small and micro enterprises with diversifed measures.The branch hosted a series of personalized events,including the bra

239、nch leaders visit to 100 enterprises,and 100 customer managers contact with thousand enterprises.The heads of the institutions at diferent levels strengthened the on-site survey,and led 280 facts-fnding visits.At the same time,the customer managers visited 2,063 enterprises to fnd and solve the difc

240、ulties and problems the enterprises encountered in production and operation.Besides,the branch launched special campaigns,such as the bank-enterprise interaction,the bank-enterprise pair and the product promotion,and opened the door wide to small and micro enterprises.The branch organized nearly 40

241、forums and fairs,which benefted nearly 800 enterprises,and helped solve about 500 problems.During the reporting period,the branch cumulatively granted loans of RMB65.48 billion to small and micro enterprises,and posted a balance of small and micro enterprise loans at RMB43.17 billion.A department st

242、ore is a leading retailer in Yongchuan District,and has hundreds of suppliers.Most of these suppliers are small and micro enterprises that specialize in apparels,foods and agricultural products,and feature small size,lack of mortgages(pledges)and robust fnancing demands.The company buys goods from m

243、ore than 200 of these suppliers on credit,involving a single amount below RMB1 million and a credit period of 2-3 months in most cases.These suppliers were difcult to access the fnancing service from banks through the traditional channels.To this end,Chongqing Branch designed a personalized fnancial

244、 service solution,and suggested the company adopt the domestic L/C settlement to solve the fnancing problem of its suppliers due to the failure to provide mortgages(pledges).After implementation of the solution,the company issued 67 domestic letters of credit to its suppliers via the Bank,and the Ba

245、nk paid RMB53.16 million to 23 micro enterprises under the domestic letters of credit,involving an average amount of RMB790,000 and a minimum amount of only RMB60,000.The solution solved the fnancing problem of the companys suppliers,consolidated the business relations between each party,and benefte

246、d all three parties.CASECASE本行江西分行深入安義工業園區調研Jiangxi Branch paid a visit to Anyi Industrial Park for in-depth research本行青島分行開展小微企業金融服務宣傳活動Qingdao Branch promoted financial services for small and micro enterprises 價值銀行Value Creator3940本行持續加大對“三農”發展的信貸支持，提升重點涉農機構的信貸資源傾斜配置力度，有效推動了涉農貸款的平穩增長。截至報告期末，本行涉農貸款

247、余額比年初增長 20.23%，較好發揮了大銀行在支持“三農”發展中的表率作用，有力支持了“三農”發展。本行于 2009 年啟動了縣支行變革，在積極做好縣域現有機構網絡布局優化調整的基礎上，在縣域及其下轄鄉鎮增建營業網點，填補本行在部分縣域的服務空白點，對重點縣支行在政策制度、資源配置等方面給予大力傾斜支持，有效增強了本行對縣域經濟的支持力度和對縣域客戶的服務水平。截至報告期末，本行縣域機構網點數5,242 家，較年初增加 221 家，增幅 4.4%。加大“三農”服務本行江蘇分行加大“三農”服務Jiangsu Branch reinforced the Agriculture,Countrysi

248、de and Farmers Services本行海南分行開展“金融業務進鄉村”系列活動Hainan Branch introduced fnancial services to rural area本行信貸支持的福建馬巖旅游生態園Fujian Mayan Tourism Ecological Farm received the credit support from the Bank案例案例本行山東分行專門制定關于加快重點縣域支行信貸業務發展的意見，配套出臺業務流程、資源配置、渠道建設、激勵考核等傾斜措施。報告期內累計在縣域、鄉鎮地區新建網點65 家；新增重點縣域、鄉鎮貸款 181.05 億

249、元，余額達到 1,476.19 億元；新增新農村建設專項融資 26 億元，余額達到 33.9 億元。本行福建分行金融支持福鼎某水產食品有限公司。該水產集團從一家鄉鎮小企業成長為寧德市最大的集水產品養殖、加工、出口貿易為一體的工貿企業，也是福鼎市最大的出口創匯龍頭企業，年出口額占全市年度出口額的 70%以上。企業的跨越發展也帶動了福鼎及周邊地區 5,000 多戶漁民的增產增收，以及當地以海產品養殖、加工為主的海洋經濟的健康發展。截至報告期末，浙江平湖工銀村鎮銀行和重慶璧山工銀村鎮銀行貸款余額分別為 14.5 億元和 4.8 億元。兩家村鎮銀行依托工商銀行強大的市場品牌、科技實力與網絡渠道，堅持“

250、服務民生、服務三農、服務中小”的辦行宗旨和錯位競爭、差異發展、特色經營、個性服務的經營方針，充分發揮新型經營體制、機制優勢，著力將自身打造成切實服務中小企業和農村經濟的新型特色農村金融機構，取得了良好的經濟效益和社會效益。社會責任戰略與管理Strategy and Managementof Social Responsibility價值銀行Value Creator品牌銀行Brand Builder綠色銀行Green Bank誠信銀行Creditworthy Bank和諧銀行Harmonious Bank愛心銀行Charity Bank未來展望OutlookThe Bank continuou

251、sly promoted the credit support for the development of agriculture,countryside and farmers,guided the major institutions specializing in the agricultural loan business to scale up the allocation of credit resources,and efectively promoted the steady growth of agriculture-related loans.As at the end

252、of the reporting period,the balance of agriculture-related loans increased by 20.23%compared to the beginning of the year.The Bank played a good leading role as a large bank in supporting the development of agriculture,countryside and farmers,and effectively backed the development of agriculture,cou

253、ntryside and farmers.In 2009,the Bank started the county sub-branch reform.with optimizing and adjusting the distribution of the existing outlet network at the county level,the Bank opened more business outlets in counties and towns under these counties,thereby extending the fnancial services to the

254、se areas.Furthermore,the Bank gave a great preference for the key county sub-branches in policy,resource allocation and other aspects,effectively reinforced the support for the local economic development and enhanced the customer services in these areas.As at the end of the reporting period,the Bank

255、 owned 5,242 outlets at the county level,representing an increase of 221 ones or 4.4%compared to the beginning of the year.As at the end of the reporting period,Zhejiang Pinghu ICBC Rural Bank Co.,Ltd.and Chongqing Bishan ICBC Rural Bank Co.,Ltd.recorded a loan balance of RMB1,450 million and RMB480

256、 million respectively.Relying on ICBC s powerful market brand,IT strengths and network,the two rural banks adhered to the mission of serving peoples well-being,serving agriculture,countryside and farmers,and serving small and medium enterprises,and persisted in the operating policy of stagger compet

257、ition,differential development,specialized operation and personalized service.Besides,they made the most out of their advantages in the new operating system and mechanism,strived to build themselves into new featured rural financial institutions effectively serving small and medium enterprises and t

258、he rural economy,and attained good economic benefts and social benefts as a result.Shandong Branch specially formulated the Opinions on Accelerating the Credit Business Development of Key County Sub-branches,and also carried out the preferential policy in business flow,resource allocation,channel bu

259、ilding,incentive,evaluation and other aspects.During the reporting period,the branch built a total of 65 outlets in the counties and towns,granted new loans of RMB18,105 million to the key counties and towns and recorded a loan balance of RMB147,619 million.Meanwhile,the branch newly ofered a specia

260、l fnancing of RMB2.6 billion used for the construction of the new socialist countryside,and had a loan balance of RMB3.39 billion.Fujian Branch financially backed a Fujian Fuding Fishing Food Co.,Ltd.The company has grown from a small township enterprise to the largest industrial and trade enterpris

261、e integrating the breeding,processing and export trade of aquatic products in Ningde City.Also,the company is the largest local exporter,which contributes more than 70%of the annual export value of Fuding City.With its leaping development,the company has promoted the output and income growth of more

262、 than 5,000 fshermen in Fuding City and the surrounding areas,and driven the sound development of the local marine economy focusing on the breeding and processing of fshing products.Reinforcing the Agriculture,Countryside and Farmers Services工銀租賃支持新疆農業產業化龍頭企業ICBC Leasing supported a Xinjiang leading

263、 agricultural enterprise價值銀行Value Creator4142本行黑龍江分行為推動建三江墾區建設，積極做好金融服務工作。一是保障春耕生產，累計為 15 家農機合作社發放貸款 7,505 萬元。二是保障秋糧收儲。2012 年，以信用或由所在地農場提供保證擔保的方式為 8 家水稻合作社發放流動資金貸款 5.94 億元。三是創新融資產品，本行向第三方合作機構信托公司推薦，為農場設立特定耕地租金收益權信托計劃，通過本行發行法人理財產品，募集來的資金投資于該信托計劃，累計為 3 家農場辦理財產收益權理財業務 3 億元。本行天津分行以新農村（小城鎮）貸款為突破口，支農力度不斷加

264、大，涉農貸款余額不斷增長。報告期內新支持西青區王穩莊鎮、精武鎮、北辰區北倉鎮、津南區雙橋河鎮、八里臺鎮等示范小城鎮建設項目。截至報告期末，小城鎮貸款余額超過 100 億元，對當地經濟社會可持續發展做出了應有貢獻。本行陜西分行積極支持農業產業化重點龍頭企業。報告期內，信貸支持一家集飼料生產、種豬繁育、商品豬生產、市場交易、屠宰加工、副產品深加工、生物制品和市場營銷的農工貿一體化、生產、加工、銷售一條龍的國家重點龍頭企業。項目投產后，不僅可以在當地建立種豬養殖、生豬養殖、生豬屠宰、生豬深加工的全產鏈，而且可以為當地農戶的生豬養殖提供銷售保障。本行河南分行參加河南某農牧股份有限公司項目奠基儀式Hen

265、an Branch jointed a project foundation stone laying ceremony本行青海分行調研產業化龍頭企業Qinghai Branch paid a visit to a leading enterprise specialized in agricultural industrialization 本行江蘇分行積極服務水產養殖戶Jiangsu Branch provided fnancial services to aquaculture farmers案例社會責任戰略與管理Strategy and Managementof Social Resp

266、onsibility價值銀行Value Creator品牌銀行Brand Builder綠色銀行Green Bank誠信銀行Creditworthy Bank和諧銀行Harmonious Bank愛心銀行Charity Bank未來展望OutlookHeilongjiang Branch actively ofered fnancial services in support of the building of the Three Rivers Reclamation Area.Firstly,the branch cumulatively granted a total loan of R

267、MB75.05 million to 15 agricultural machinery cooperatives to support the spring plowing.Secondly,the branch supported the harvest and storage of autumn crops.In 2012,the branch granted a total working capital loan of RMB594 million to 8 rice cooperatives unsecured or guaranteed by the farms where th

268、ese cooperatives were located.Thirdly,the branch innovated fnancing products.The branch recommended the farms to third-party partners-trust companies,which launched the trust plans for the right to beneft from the rent of specifc farmlands,issued corporate wealth management products via the branch,a

269、nd invested the fund raised into the trust plans.The branch cumulatively handled the wealth management business involving RMB300 million for three farms based on the property usufruct right.Tianjin Branch kept intensifying the support for agriculture,rural areas and farmers,and increasing the agricu

270、lture-related loan balance by ofering the loans for the new countryside(small town)constructions.During the reporting period,the branch newly supported the small town pilot construction projects in Wangwenzhuang Town and Jingwu Town of Xiqing District,Beicang Town of Beichen District,and Shuangqiaoh

271、e Town and Balitai Town of Jinnan District.As at the end of the reporting period,the small town loans of Tianjin Branch reached a loan balance above RMB10 billion,and made due contribution to the sustainable economic and social development in the local region.Shaanxi Branch actively supported the le

272、ading enterprises specializing in agricultural industrialization.During the reporting period,the branch supported a national leading enterprise specializing in agricultural industrialization,combining agriculture,industry and trade,and integrating feed production,boar breeding,commodity hog producti

273、on,market trading,slaughtering,processing,deep processing of byproducts,biological products and marketing.After completion,the project could forge an entire industrial chain consisting of boar breeding,live pig raising,live pig slaughtering,and deep processing of live pigs in the local community,and

274、 provide sales support for the live pig breeding in the local community.本行遼寧分行組織的新農村帶頭人俱樂部啟動儀式Liaoning Branch hosted the launch ceremony for the New Countryside Pioneers Club 本行江西分行設立的助農取款點及召開金融服務三農暨銀社戰略合作啟動大會Jiangxi Branch set up a banking outlet for nearby farmers convenience and held the launch c

275、eremony for fnancial services oriented to agriculture,countryside and farmers as well as the bank-cooperative strategic partnershipCASE價值銀行Value Creator4344報告期內，本行認真貫徹落實國家房地產宏觀調控政策，積極為各地保障性安居工程建設提供信貸支持和金融服務，履行大型國有商業銀行應盡的社會責任。本行已開辦的保障性安居工程建設貸款業務包括經濟適用住房開發貸款、限價住房開發貸款、廉租住房建設貸款、城市棚戶區改造貸款和公共租賃住房建設貸款。本行嚴格

276、執行國家及監管部門差別化住房信貸政策,在風險可控的前提下積極發展個人住房貸款業務，支持居民購買首套普通住房。報告期內，本行發放個人住房貸款中，一套房占比 95.45%，二套房占比 4.55%，暫停發放三套房及以上貸款。服務保障性住房本行廣西分行在報告期內推進多項保障性住房建設項目，如貸款支持南寧市某二期經濟適用房項目。該項目是南寧市第一個實行招投標選擇開發商的經濟適用房項目，也是南寧市政府為民辦實事的項目之一，目前已陸續向準購居民推出，可解決 2,990 戶低收入家庭的基本居住需求。本行陜西分行支持的保障房建設項目The afordable housing project supported

277、by Shaanxi Branch本行遼寧分行在報告期先后向遼寧兩個房地產企業投放棚戶區改造貸款 4.95 億元，有力地支持了盤錦鐵東棚戶區和城北棚戶區兩個項目改造。同時，為保障兩個棚戶區改造項目的順利實施，又為兩個項目續貸 5.05 億元，最大限度地滿足棚戶區改造項目在貸款額度和期限上的需求。金融支持盤錦老城區棚戶區改造現場推進會On-site promotion meeting on financial support for the renovation of shantytowns in the old district of Panjin City報告期內，本行廈門分行為當地最大保障

278、性安居工程項目某限價房項目，提供 6 億元的融資額度。該項目系福建省首個保障性安居工程綜合體項目“洋唐居住區”建設規劃之一，總用地面積 78,599 平方米，總建筑面積 206,992 平方米。案例社會責任戰略與管理Strategy and Managementof Social Responsibility價值銀行Value Creator品牌銀行Brand Builder綠色銀行Green Bank誠信銀行Creditworthy Bank和諧銀行Harmonious Bank愛心銀行Charity Bank未來展望Outlook本行天津分行支持的安置用房項目Resettlement ho

279、using project supported by Tianjin BranchDuring the reporting period,the Bank carried out the real estate regulation policy of the State in earnest,actively delivered credit support and financial services to the low-income housing projects in different regions,and performed the due social responsibi

280、lity as a large state-owned commercial bank.In this respect,the Bank ofered development loans for economically affordable housing projects,development loans for price-limited housing projects,loans for low-rent housing projects,loans for urban shanty town reconstruction and loans for public renting

281、houses.The Bank strictly executed the diferential housing credit policies made by the state and the regulatory authorities,actively developed the personal housing loan business while ensuring the controllable risk,and helped residents buy their first common houses.During the reporting period,loans o

282、f the frst houses and the second houses were accounting for 95.45%and 4.55%of the total personal housing loans respectively.The Bank suspended the loans for the third houses and more.During the reporting period,Guangxi Branch implemented a number of affordable housing construction projects such as t

283、he phase-II project of building the economically afordable houses in Nanning City,which was successfully completed with the loan support.This project is the frst afordable housing project of Nanning City subject to the selection of developers by bidding and tendering,and also the frst project refect

284、ing Nannings policy of doing actual deeds for the people.At present,they have been opened to the qualified residents in succession,and the basic housing needs of 2,990 low-income families can be satisfed.During the reporting period,Liaoning Panjin Branch issued the loans of RMB495 million to two rea

285、l estate development companies,in succession for the purpose of renovating shantytowns,and efectively supported two projects of renovating shantytowns in Tiedong and Northern part of Panjin City.Meanwhile,to ensure the smooth implementation of the two projects,additional loan of RMB505 million was g

286、ranted to maximally satisfy the demands of the projects in loan limit and term.During the reporting period,Xiamen Branch provided the financing limit of RMB600 million for the largest afordable housing project,a price-fxed Housing Project.This project is a part of the construction planning of Yangta

287、ng Residence Area,the frst afordable housing project complex of Fujian Province.Its total land area is 78,599 square meters,with the total construction area of 206,992 square meters.Serving the Construction of Low-income HousingCASECASECASE價值銀行Value Creator4546寧夏回族自治區南部山區處于貧困縣以下的回族人口最為集中。近年來，本行寧夏分行累

288、計新增 15 億元貸款積極支持生態移民安置企業發展，有效提升了生態移民安置企業的承載能力;積極拓展以枸杞、羊絨、清真食品等地方特色產業為主的專業市場，創新開展了以農戶聯保形式的個人經營貸款、個人小額貸款，推動地方特色經濟發展。本行新疆分行圍繞自治區經濟發展重點,以優質項目貸款為主線，以貿易融資等短期信貸產品為補充，優化和調整信貸結構，穩步推進信貸業務的發展，有力推動了民族地區經濟發展。報告期末，公司貸款余額達 490.68 億元，較年初凈增 101.88 億元，增幅 26.2%。支持民族經濟姜建清董事長接受寧夏回族自治區政府頒發的“中國-阿拉伯國家經貿論壇金融服務顧問”聘書Chairman J

289、iang Jianqing accepted the letter of appointment of the“Financial Service Advisor of China-Arab States Economic and Trade Forum”granted by the People s Government of Ningxia Hui Autonomous Region本行歷來重視民族地區經濟發展，致力于推動民族地區團結，持續改善少數民族地區金融服務，促進民族地區經濟健康快速發展。報告期內，本行緊緊圍繞民族地區工業化、城鎮化建設步伐，積極支持當地國計民生重大項目的發展，切實解

290、決當地中小企業及三農融資難問題，為民族地區經濟發展提供持續的金融服務。張紅力副行長赴西藏分行調研Senior Executive Vice President,Zhang Hongli conducted a survey of Tibet Branch 案例社會責任戰略與管理Strategy and Managementof Social Responsibility價值銀行Value Creator品牌銀行Brand Builder綠色銀行Green Bank誠信銀行Creditworthy Bank和諧銀行Harmonious Bank愛心銀行Charity Bank未來展望Outloo

291、kThe Bank has always attached great importance to the economic development of ethnic areas,committed to promoting the unity of ethnic areas,and continued to improve the fnancial services in the ethnic minority areas and promote the healthy and rapid economic development in ethnic areas.During the re

292、porting period,focusing on the industrialization and urbanization of ethnic areas,the Bank actively supported the development of major projects concerning the local peoples livelihood,efectively solved the fnancing difculties of local SMEs,agriculture,farmers and rural areas,and provided the sustain

293、able financial services for the economic development of ethnic areas.The Hui people below the poverty line mainly live in the southern mountain areas of Ningxia Hui Autonomous Region.In recent years,Ningxia Branch has totally granted new loans of RMB1.5 billion to support the development of ecologic

294、al migration and resettlement enterprises,which effectively improved the bearing capacity of ecological migration and resettlement enterprises.In addition,the branch actively expanded the specialized markets of local feature industries with regard to wolfberry,cashmere and Moslem food,and innovated

295、the personal business loan and personal loan in the form of farmers joint guarantee,which promoted the development of local feature economy.Xinjiang Branch focused on the economic development priorities of the autonomous region,with the quality project loan as the main line,and trade fnance and othe

296、r short-term credit products as the supplement,optimized and adjusted the credit structure,and steadily promoted the development of credit operations,which vigorously promoted the economic development in ethnic areas.As at the end of the reporting period,the balance of corporate loans reached RMB49,

297、068 million,representing an increase of RMB10,188 million and 26.2%compared to the beginning of the year.Supporting the National Economy本行子公司工銀租賃支持建設的小灣水電站大壩Dam of the Xiaowan Hydropower Station supported by ICBC Leasing,a subsidiary of the Bank本行參加阿里地區曲松鄉路面硬化項目開工典禮The Bank participated in the Road

298、Surface Improvement Project in Qusong Village,Ali Region本行內蒙分行支持的內蒙古成吉思汗旅游項目Inner Mongolia Genghis Khan tourism project supported by Inner Mongolia Branch 品牌銀行 Brand Builder提升客戶服務建立一流品牌加強全球履責Promoting Customer Services Strengthening Global CSR PracticeBuilding up First-class BrandsCORPORATE SOCIAL R

299、ESPONSIBILITY REPORT 20122012 社會責任報告品牌銀行Brand Builder4950持續改進客戶服務報告期內，本行積極推動“滿意在工行”主題活動，實施標本兼治的服務改進策略，以改進窗口服務為重點，以解決突出問題為突破口，以構建長效工作機制為保障，通過拓展服務渠道、創新服務手段、優化業務流程、提高服務效率等措施，全面推動服務改進。全行服務面貌得到大幅提升，客戶體驗不斷優化?？蛻舴涨肋M一步拓寬，客戶服務更加便捷報告期內，本行通過新建增設、遷址重裝、優化調整等形式，使網點布局更加優化，客戶服務更加便捷。截至報告期末，本行共有營業網點 16,718 家，其中財富管理中

300、心 268 家、貴賓理財中心 5,028 家、理財網點 8,779 家、金融便利店 2,643 家，形成了更加科學、完善的客戶分層服務體系。在各營業網點內，本行進一步加強了無障礙設施建設，完善了員工助殘服務規范。在 2012 年中國銀行業文明規范服務示范單位評選活動中，本行有 116 家網點入選中國銀行業協會千佳名單，連續三年同業排名第一。同時，本行加大自助設備布放和運營維護的力度，推廣了自助發卡機等新型設備，提高了自助服務對客戶的友好性和吸引力，渠道服務能力不斷提升。報告期內，全行可用ATM設備總量突破7萬臺，自助終端數量達到4.35萬臺，POS 設備達到 94 萬臺。本行在電話銀行服務上繼

301、續保持高水平。報告期內，電話銀行 95588 接聽率保持在 95%以上，20 秒電話接聽率保持在 90%以上，還推出了外呼業務服務，服務內涵進一步深化，服務價值進一步提升。為響應客戶移動金融服務新需求，本行加快手機銀行、短信銀行、電視銀行等新型服務渠道建設，推出手機預約取現、移動生活客戶端、移動在線客服、手機銀行捐款和位置營銷等新服務，積極利用移動終端功能讓客戶獲得更加便捷和時尚的操作體驗；在業界率先推出并不斷拓展短信銀行服務，內容涵蓋金融信息查詢、賬戶信息查詢、轉賬支付、短信提醒、自助管理 5 大類服務 74項功能。報告期內，本行通過網上銀行、電話銀行、手機銀行、自助銀行完成的交易筆數占全部

302、交易的比例提高到75.1%。提升客戶服務趙林監事長調研上海分行服務工作Chairman of the Board of Supervisors,Zhao Lin conducted a survey on the service capability of Shanghai Branch開展網點柜員業務技能競賽活動，提升業務服務能力和效率The Bank launched the business skill competition for the tellers to develop service capacity and efciency 50社會責任戰略與管理Strategy and

303、Managementof Social Responsibility價值銀行Value Creator品牌銀行Brand Builder綠色銀行Green Bank誠信銀行Creditworthy Bank和諧銀行Harmonious Bank愛心銀行Charity Bank未來展望OutlookSustainable improving customer services The Bank opened more customer service channels,and delivered more convenient customer services During the repor

304、ting period,the Bank actively carried forward the event themed at Feel Satisfied at ICBC,and implemented the service improvement strategy with thorough solutions.The Bank mainly focused on the counter service,and solved prominent problems in order to build a long-acting working mechanism.Moreover,th

305、e Bank opened more service channels,created new service modes,optimized business fows and increased the service efficiency.As a result,the Bank improved the service in every aspect,lifted the overall service level to a large extent and continuously optimized the customer experience.During the report

306、ing period,the Bank further optimized the outlet distribution and delivered more convenient services to customers through the building of new outlets,relocations,redecorations,optimizations and adjustments.As at the end of the reporting period,the Bank owned a total of 16,718 outlets,including 268 w

307、ealth management centers,5,028 VIP wealth management centers,8,779 wealth management outlets,and 2,643 financial convenience stores,thereby forming a more scientific and refined hierarchical customer service system.At every outlet,the Bank further strengthened the service facilities accessible to th

308、e disabled persons,and refined the service standard for the disabled persons.During the rating of the model entities with civilized and normative services in the Chinese banking sector in 2012,116 outlets of the Bank were selected into the list of the top 1,000 institutions prepared by China Banking

309、 Association,and the Bank ranked top among the peers for three consecutive years.In the meantime,the Bank strengthened the deployment,operation and maintenance of the self-service equipment,promoted such emerging equipment as self-service card issuing machines,made self-help services more friendly a

310、nd more attractive to customers,and continuously enhanced the channel service capacity.During the reporting period,the ATMs of the Bank available for use exceeded 70,000 units,the quantity of the self-service terminals reached 43,500 units,and the quantity of the POS terminals achieved 940,000 units

311、.The Bank continuously kept the telephone banking service at a high level.During the reporting period,the telephone banking hotline 95588 answered more than 95%of the calls,answered over 90%of the calls within 20 seconds,and launched the outgoing call service.Besides,the hotline further deepened the

312、 service contents and further enhanced the service values.To respond to the new customer demands for mobile fnancial services,the Bank moved faster to build the mobile banking,the short message banking,the TV banking and other new service channels,released such new services as the appointment cash w

313、ithdrawal on mobile phone,mobile life client,mobile online customer service,mobile banking donation and position marketing,and delivered a more convenient and fashionable experience to customers with the mobile terminal functions.Moreover,the Bank took the lead in launching and continuously launchin

314、g the short message banking service,covering 74 functions under fve categories,including fnancial information inquiry,account information inquiry,transfer&payment,short message alert and self-service management.The proportion of the transactions completed through internet banking,tellephone banking,

315、mobile banking and self-service banking in all transactions rose to 75.1%in the full year.Promoting Customer Services 劉立憲紀委書記在廣西分行網點調研Secretary of Party Discipline Committee,Liu Lixian conducted a survey of Guangxi Branch 品牌銀行Brand Builder5152本行將業務流程綜合改造和優化作為提升網點服務效率的一項治本工程來推進，實施了跨部門、跨機構、跨平臺、跨業務的流程改

316、造和優化。如多次填單、多次授權、多次打印、多次輸密等基層行反映強烈、嚴重影響客戶和柜員體驗的 533 項緊迫性問題全面解決，“一次填單、一次輸密、一次授權”流程綜合改造項目穩步推進，推出了網點排隊管理系統，完善了產品預約服務和柜面預結合現代金融服務的新要求和客戶需求的新變化，本行加強了服務制度體系建設，構建起了一套涵蓋服務標準、監督檢查、考核評價等方面的服務工作制度框架，為客戶服務改進打下了堅實的制度基礎。本行進一步加強了營業網點服務規范落實情況的監督和監測，組織開展了營業網點服務非現場檢查活動，推廣應用了營業網點服務質量監測評價系統和排隊管理系統，開展了個人客戶滿意度第三方調查工作，組織了“

317、千名記者進工行，萬篇文章評服務”的活動，調研了全行客戶滿意度狀況，發掘了影響客戶滿意度的主要因素，為客戶服務改進提供了數據支撐，夯實了服務工作的基礎。業務流程更加優化，業務辦理更加順暢服務改進長效機制漸趨完善，服務質量監測更加及時高效柜面對公非現金業務集中處理比例達到97%Increased the proportion of concentrated non-cash corporate transactions at counters to 97%易會滿副行長出席全行服務工作推動會Senior Executive Vice President,Yi Huiman attended the

318、Service Capability Promotion Meeting of the Bank填單服務，實現了近 20 項個人非實時業務集中處理，有效提高了業務處理和服務效率，客戶業務辦理時間明顯縮短，客戶體驗明顯改善。業務集中處理改革繼續深化，本行柜面對公非現金業務集中處理比例達到 97%，業務集約運營成效進一步顯現，業務運營和服務支持水平得到進一步提高。社會責任戰略與管理Strategy and Managementof Social Responsibility價值銀行Value Creator品牌銀行Brand Builder綠色銀行Green Bank誠信銀行Creditworth

319、y Bank和諧銀行Harmonious Bank愛心銀行Charity Bank未來展望OutlookIn view of the new requirements created by modern financial services and new dynamics of customer demands,the Bank strengthened the service policy regime,and established a service policy framework covering service standard,supervision,inspection,as

320、sessment,appraisal and other areas,thereby paving the way to improve the customer service.The Bank further intensifed the supervision and monitored on the execution of service standards in the business outlets,carried out the ofsite service inspection on the business outlets,promoted the service qua

321、lity monitoring&assessment system and the queuing management system in the business outlets,investigated the third-party survey on personal customer satisfaction,organized the campaign of Thousand Journalists Entering ICBC,Ten Thousand Articles Reviewing its Service,surveyed the overall customer sat

322、isfaction,and identified the major factors that influenced the customer satisfaction.This has provided a data support for improving the customer service and cementing the service work.The Bank saw the comprehensive flow reengineering and optimization as a fundamental move to enhance the service effi

323、ciency of the outlets,and carried out the flow reengineering and optimization across departments,across institutions,across platforms and across businesses.For example,the Bank solved all the 533 urgent problems that suffered strong complaints from the institutions at the basic level and badly influ

324、enced the customer and teller experience,such as repeated document filling,repeated authorization,repeated printing and repeated entry of passwords,and steadily carried forward the comprehensive flow reengineering project oriented to document filling,password entry and authorization at one time,laun

325、ched The Bank further optimized the business fow,and streamlined the business processing The Bank gradually refined the long-acting service improvement mechanism,and monitored the service quality in a more timely and efcient manner 客戶投訴和重復投訴分別下降了73和91%The customer complaints and repeated complaints

326、about the Bank fell down by 73%and 91%respectivelythe outlet queuing management system,refined the product appointment service and the preliminary document filling service at the counter,realized the concentrated processing of nearly 20 personal businesses requiring no real-time processing,and thus

327、effectively upgraded the business processing and service efficiency.As a result,the Bank obviously reduced the business processing time and improved the customer experience.The Bank further deepened the concentrated business processing,increased the proportion of concentrated non-cash corporate busi

328、nesses at counters to 97%,further exhibited the effect of the concentrated business processing,and further enhanced the business operation and service support.本行安徽分行開展“千名記者進工行，萬篇文章評服務”的活動Anhui Branch launched the campaign of Thousand Journalists Entering ICBC,Ten Thousand Articles Reviewing its Serv

329、ices品牌銀行Brand Builder5354報告期內，本行大力加強新產品研發，著力強化服務創新，致力推進科技創新，不斷通過創新推動全行經營轉型，提升服務和發展能力。在金融資產服務領域，創新推出了第三方支付機構備付金存管、賬戶原油、個人賬戶外匯買賣、外匯買賣雙向交易、賬戶貴金屬轉換等產品，研發了無固定期限定投、黃金實物全回購、積存金延伸兌換功能、金融產品交易撮合等產品服務，助力了企業和個人客戶財產性收入增長，推動了本行由持有資產大行向管理資產大行轉變。在信貸領域，創新推出了電子供應鏈商品質押融資、小企業賬戶卡循環貸款、個人助業貸款、個人留學貸款、個人家居消費貸款、個人文化消費貸款、個人理財

330、產品質押等產品服務，促進了信貸結構調整，有力支持了實體經濟發展。在電子銀行領域，創新推出了 Android 網上銀行、移動生活客戶端、手機預約取現、企業網銀外匯買賣、火狐/谷歌瀏覽器版本網銀、短信銀行智能應答、自助發卡機等產品服務，推動了渠道轉型和業務分流，提升了電子化服務水平。在支付結算和銀行卡領域，創新推出了賬戶管家、整匯零取、銀醫一卡通、JCB 雙幣信用卡、借貸合一卡、工銀安盛聯名卡、金融 IC 卡多功能終端等產品，研發了兩卡一賬戶信用卡產品，促進了中間業務發展，拓展了新的利潤增長點。在跨境金融服務領域，創新推出了海外 iPhone 手機銀行、海外工銀電子密碼器、境外聯名卡、海外電話銀行

331、、個人客戶全球資產管理等產品服務，增強了境外機構內生發展能力，提升了全球一體化服務水平。在重點客戶和重點區域專屬產品領域，創新推出了高端客戶預約理財和定向營銷、私人銀行專屬網銀、節節高存款、運通百夫長卡、中小商戶移動支付終端等產品，促進了客戶結構和區域結構的持續優化。金融創新支持服務提升客戶在產品創新日活動現場參觀交流Customers exchanged views on the Product Innovation Day 張紅力副行長參加貴金屬產品發布會Senior Executive Vice President,Zhang Hongli attended precious metal

332、 products launching ceremony報告期內，本行繼續舉辦了產品創新日暨產品體驗月活動，通過展示重點創新產品、邀請來賓參觀資金交易室、舉辦產品創新論壇、動員全行開展產品體驗營銷等活動形式，引導客戶更多地了解、關注和體驗本行的產品和服務，進一步拓寬了客戶意見建議的征集渠道，增強了客戶對本行專業化程度的直觀感受，加深了客戶對前沿金融領域知識的認知?；顒悠陂g累計有 15 萬名客戶體驗和使用了本行最新產品，客戶發來產品體驗征文 355 篇。社會責任戰略與管理Strategy and Managementof Social Responsibility價值銀行Value Creato

333、r品牌銀行Brand Builder綠色銀行Green Bank誠信銀行Creditworthy Bank和諧銀行Harmonious Bank愛心銀行Charity Bank未來展望OutlookImproving service supported by fnancial innovationDuring the reporting period,the Bank energetically strengthened the research and development of new products,reinforced the service innovation with great efforts,dedicated itself to scientific and technological innovation,and kept promoting the busine