How we create value

We are the largest bank in Poland. We are also one of the largest financial institutions in Central and Eastern Europe and, consequently, we have a significant impact on the environment in which we operate, and external factors are of fundamental importance in determining trends in our development.

That is why we have decided to join the group of companies reporting in an integrated manner. In our opinion, this is the best way to report the Bank’s operations in the broadest possible context. We show how we build value not only for ourselves as the organization but also for our stakeholders.

Annual Report

Value creation model


Financial capital

2020 2021
Total assets PLN 377 billion PLN 418  billion
Total equity PLN 40 billion PLN 38 billion
Loans PLN 236 billion PLN 248 billion
Deposits PLN 282 billion PLN 322 billion
  • High quality of Customer financing
  • Capital ratios well above the requirements
  • Secure loan portfolio management
  • Maintaining a high cost discipline
  • The PKO Bank Polski Group is one of the largest financial groups in Poland and Central and Eastern Europe
  • An increase in customer financing of PLN 12 billion in 2021
  • An increase in deposits of PLN 40 billion in 2021
  • Market shares in all the main categories maintained or increased
  • A dividend of PLN 1.83 per share
Share in the sector’s assets
PLN 4.9 million
Net profit

Intellectual and organizational capital

2020 2021
Branch network 1,004 own outlets, 492 agencies 975 own outlets, 447 agencies
Digital channels 5.2 million of active IKO applications 6.1 million of active IKO applications
302 million of transactions in IKO and BLIK 468 million of transactions in IKO and BLIK
Robotization of processes 5 bots serving customers 12 bots serving customers
  • Digital transformation supporting Customers switching to remote service channels
  • New functionalities and services offered remotely
  • Involvement in the development of Operator Chmury Krajowej sp. z o.o., transition from the traditional IT model to the provision of own services through cloud solutions
  • Carrying out projects to develop both hard and soft skills
  • Using the internal e-learning platform to expand employee competences
  • IKO is the most popular banking application in Poland – with an average score of 4.8/5
  • 1 million contactless BLIK transactions in 2021
  • 18% y/y of active IKO applications
  • 100% of the traffic at the Contact Center is handled primarily by bots
  • An increase in the number of transactions carried out by bots of 56% y/y
  • Contact Center available 24h a day
468 mln
Transactions in IKO
>2x more
Increase the number of tasks performed by robots

Human capital

2020 2021
Employment 25,859 number of employees (in FTEs) 25,657 number of employees (in FTEs)
Diversity 75% women, 25% men 74% women, 26% men
Well-being projects 18 webinars
7.6 thous. participants
Development and education 137 thous. of training days in a year in total 85 thous. of training days in a year in total
  • Reducing the number of branches and automation of processes
  • Implementing the project “Friendly working environment” covering, among other things: a functional workplace, the implementation of a hybrid work model, digitization and simplification of processes
  • Work of teams with diverse skills and competences based on the Agile methodology
  • Implementing the project #FokusNaCiebie – out of care for the work-life balance, as well as both emotional and physical well-being
  • The global ratio of women’s salaries to men’s salaries in the Group at 92%
  • 13 hours of training per employee during the year
  • 38% of women in key managerial positions
  • An increase in the number of customers of 115 thousand y/y
  • An increase in salaries of 8% y/y in total
Voluntary terminations ratio
100 FTEs
Number of FTEs released thanks to utilization of bots in the call centre

Social capital

2020 2021
Sponsorship activities 474 of new sponsorship requests. Financial support for 175 projects 458 of new sponsorship requests. Financial support for 196 projects
Charity work 143 social projects supported by donations 243 social projects supported by donations
Social influence through central taxes PLN 3,279 million PLN 3,464 million
Employee volunteering 1,616 volunteers 1,634 volunteers
  • Financing the housing needs of Poles
  • Counteracting financial exclusion
  • Educating the youngest and the products targeted at them
  • Activities aimed at supporting the development of small enterprises
  • Charitable activities carried out by the PKO Bank Polski Foundation
  • PLN 17 million allocated to social activities
  • PLN 7 million allocated to supporting employees due to functioning in the pandemic conditions
  • Pioneer in the CHF settlements programme – over 23 thousand applications filed
  • 78% of the settlements concluded, concerning mortgage loans in CHF, in relation to proceedings completed
  • An increase in the CIT paid by the Group of 5% y/y
  • The pay gap at 5% for the Bank and 8% for the Bank’s Group
  • From among 315 thousand complaints, approx. 85% were investigated within 14 days
The largest CIT payer in Poland in 2020
4.5 million primary Customers
We remain the bank of first choice (+9% y/y)

Natural capital

2020 2021
Exposure of the Bank in „green” industries (in total assets) 0.80% 1.30%
Exposure of the Bank high carbon emissions energy sectors
(in total assets)
0.51% 0.37%
Total energy consumption in the Bank 188,953 MWh 184,658 MWh
Total emissions in the Bank (Scope 1 + 2 + 3) 59,510 MgCO2e 41,637 MgCO2e
  • Lending policies changing the structure of financing for selected industries/sectors
  • Introducing a procurement policy taking into account ESG factors
  • Assessing the impact of environmental, social and corporate governance factors on Customers’ creditworthiness
  • Eliminating exposure to the coal mining sector by 2030
  • “Green” products of the Bank’s Group, including a green mortgage, the Investment Fund “PKO Ecology and Social Responsibility Global Fund”
  • Continuing activities aimed at implementing the Energy Management System in accordance with ISO50001
  • Developing a smaller branch model
  • Repairing electronic and electrical devices instead of scrapping them
  • Eliminating paper correspondence in favour of electronic correspondence
  • Eliminating plastic waste (discontinuing the use of coffee capsules, bottled water, plates, cutlery and cups)
  • Reduction in the Bank’s greenhouse gas emissions of 61.8% since 2019
  • The value of exposure to green financing 3.5 times higher than the value of exposure to carbon intensive industries
  • Increase in green financing of 83% y/y
  • Improvement in the Bank’s position in ESG rankings (Sustainalytics, FTSE Russell. V.E.)
  • A 0.13% share of financing for the coal and lignite mining sectors in total assets
Increase of green financing y/y
Decrease of GHG emissions Scope 1+2 per PLN 1 million assets of the Group

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