How we create value

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As a global bank we bring more to society than just our financial value. Value is created through our business model, where we transform various inputs, or capitals through business activities and interactions to produce outputs and outcomes that create value over the short, medium or long term. Our value creation model is a simplified way of showing how we create value for and with our stakeholders.

Value Creation Model

Inputs

As a financial institution, our input is across various capitals

Financial resources

As a bank, our value chain involves the inflow and outflow of money. We facilitate payments and transactions.

Our customers entrusted us with €744 billion of capital in subordinated loans, debt securities issued and customer deposits (including) from banks).

Network & connections

Our activities are often carried out through relationships with other stakeholders.

To offer simple and streamlined products and services, an advanced and reliable IT platform with high system availability is key.

Knowledge & expertise

We conduct research, refine expertise and innovate to enhance customer experience and/or move beyond traditional banking

We innovate to think beyond banking and keep satisfying customers' changing needs.

To counter financial economic crime, we are using technology and our innovation skills to make improvements.

People

We believe that in addition to assisting customers a bank should also provide employees the means to be the best they can be.

Our 56,000+ employees put our customers first and are evolving to keep pace with the skills and capabilities needed to embrace a digital future.

Business Model

Empowering people to stay a step ahead in life and in business

Promise

We make banking clear and easy, available anytime and anywhere and we keep getting better

Outputs

Our value output is even broader than our inputs, affecting the environment for example.

Financial resources

We grew our net core lending by €17.2 billion and our net customer deposits by €23.4 billion. ING posted a net result of €4.8 billion over FY2019.

Outcome

ING paid out €2.6 billion in dividends to shareholders and €3.0 billion in interest to bondholders.

Network & connections

We are creating financial and finance-related solutions for customers through their preferred platforms, or by becoming a platform ourselves. The number of primary relationships has increased with 6.7 percent to 13.3 million.

Outcome

The availability of our online channels was 99.9 percent for wholesale clients globally, and 99.7 percent for retail customers in the Netherlands and Belgium.

SDG Relevance

Knowledge & expertise

We have 200 fintech partnerships helping us to boost innovation. With the Think Forward Initiative, we have successfully reached consumers with insights and innovation on 15 mln occasions, to empower them to make better financial decisions.

Outcome

25.9 million people felt financially empowered after interactions with ING. We retained our top NPS ranking in 7 out of 14 retail markets. We successfully implemented a KYC enhancement programme across all countries.

SDG Relevance

SDG12 Responsible consumption and production

People

In 2019, we achieved an organisational health index score of 70 percent.

Outcome

Our Human Capital Return on Investment score for 2019 is 2.38.

SDG Relevance

SDG08 Decent work and economic growth

Environment

We use the Terra Approach to steer our loan book of more than €600 bln towards the well-below two-degrees goal of the Paris Climate Agreement.

Outcome

In 2019 we completed our first analysis of five out of the nine sectors most responsible for greenhouse gas emissions.

SDG Relevance

SDG13 Climate action

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