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A
Corporate and social responsibility report
Annex III -
Building client’s trust with fully available and secured platforms and reinforcing value for clients
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Worldline
2016 Registration Document
enhancing in 3 areas:
The client engagement and customer experience is continually
Strategy;
●
Governance;
●
Employee’s awareness.
●
Strategy
Since 2014, Worldline has achieved the harmonization of the
geographies.
customer satisfaction process that provides standard and
benchmarked KPIs for its business lines across all its
satisfaction process performance featuring an Overall Customer
Satisfaction metric of 7.67 by the end of 2016 [GRI 102-44].
ensure its end to end execution. These sustained efforts resulted
in a significant improvement of the Worldline customer
During 2015, additional measures were implemented to increase
the overall maturity of the customer satisfaction process, and to
The challenge for the coming years will consist in putting
Customer perspective in everything we do in order to achieve
TRUST 2020 ambitions linked to Customer Satisfaction.
Worldline has committed to achieve an Overall Customer
customers. The objective for the coming years will consist in
promoting a more proactive approach to better anticipate the
that goal. During the period of 2014 to end 2016 Worldline has
been focusing on addressing problems and issues of its
Satisfaction metric of above 8 by 2020. Looking at the 2015
results we notice a positive trend towards the achievement of
expectations of our customers not only in terms of quality of
delivery but also value for money and innovation.
Governance andmonitoring of action plans
members. CSAT performance indicators are linked with
management bonus scheme. These good governance
monthly basis during the dedicated meetings and is
communicated to Worldline’s Management Committee
achievement of process targets. The implementation of
improvement actions is measured, reported and reviewed on a
around Customer Satisfaction process to ensure the
measures ensure that the right level of management time and
attention is given to the process.
Worldline has implemented a set of governance measures
Employees’ awareness
A dedicated training has been designed to enhance customer
experience across the Company.
value and manage the relationship with customers to become a
true partnership.
– importance of understanding the clients’ business needs and
pro-actively adapt Worldline’s solutions and services, maximize
Besides the customer experience training, regular awareness
sessions are organized globally to drive the necessary behaviors
Building client’s trust with a robust and proved IT system
A.2.1.3
Security
[GRI 418-1]
A.2.1.3.1
Worldline’s comprehensive asset protection approach
security of Worldline’s internal and external (i.e. “Customer
related”) business processes. This process applies to all staff,
contractors and consultants throughout the Worldline
organization.
Security and Safety policies, standards and guidelines. Worldline
security policies are mandatory and binding for all Worldline
Worldline’s security organization has defined a set of 78 Global
entities and employees in order to guarantee the safety and the
in custody by Worldline (information, intellectual property, sites,
network, personnel, software and hardware).
Worldline’s Safety and Security policies encompass the
protection of all Worldline’s assets, whether owned, used or held
variations for more clarity or specific local constraints. Those
policies are aligned with the Worldline Group Safety and
security policies and standards that can include some local
Security policies and are compliant with the ISO 27001:2013
standard.
In order to meet the business specificities, Worldline has
developed since 2009, a comprehensive set of information
A Security Policies Governance is in place to define, support the
implementation and maintain those policies.
Compliance department advises on all commercial transactions
to ensure that appropriate provisions are included in its
agreements, encryption and logical and physical protection of
information where required. Furthermore, Worldline Legal &
applicable laws.
contracts with customers and suppliers and that confidential
matters are appropriately dealt with and in compliance with
information, including, but not limited to, the use of confidential
In addition, Worldline has implemented measures and policies to
protect its intellectual property assets and confidential
Worldline certified successfully 22 of its 23 eligible sites.
program with Atos group to clearly state that Worldline is
engaged in a continuous security improvement process. In 2016
Worldline is also engaged in an ISO 27001 multisite certification
awareness.
In 2016, 90% of Worldline’s employees have attended “Security
& Safety” mandatory e-learning courses in order to develop their
In addition to it, Worldline’s Security department organized in
physical threats that they can face, through concrete examples
and practical prevention actions.
2016, 3 special awareness events at local and global level to
provide its employees with a more concrete view on cyber and
Security Key Performance Indicators and reporting
penetration tests, reviews of access rights, intrusion detection
systems including DDoS mitigation systems, and monitoring
anomalies (weekly security watch analysis, monthly monitoring
of firewall configurations, weekly vulnerability scans, yearly
In addition to these high-level indicators, technical monitoring
and reporting are in place to act proactively on security
and logging of system events). All these measures are part of
the Worldline security framework.