Investor Presentaiton

SBERBANK 170 YEARS. BY YOUR SIDE ANNUAL REPORT ENSURING ACCESSIBILITY OF BANKING SERVICES 2011 190 corporate social responsibility >> taken and the Bank's technological capacity is growing and developing to address these complex objectives. Instead of serving as a simple service organisation used to pay utility bills, we have become a fully- fledged financial institution. Recognising the importance of equal access to banking services for all customer groups, we took into account accessibility issues when designing new formats for our outlets Our product line includes socially oriented offerings specifically tar- geting lower-solvency customer groups. These products include: the Young Family loan, a mortgage programme for military servants, a mortgage programme allowing the use of child benefit as down pay- ment and special accounts and cards for pensioners. In 2011, we ex- panded eligible age ranges for our loan products: now they are available to pensioners and young people. Recognising the importance of equal access to banking services for all customer groups, we took into account accessibility issues when designing new formats for our outlets. As part of the outlet reformat- ting programme, all our outlets are being equipped with ramps and wheelchair lifts. This has become the standard in our work: we are a civilised company operating in a civilised country. The Bank also offers special job opportunities. We actively employ people with limited mobility to work as call centre operators, as modern technology makes it possible for them to work remotely. Sberbank is often called "a state bank", the implication being that we enjoy some special preferences, but in reality we are a market institu- tion. We want to raise the quality of our customer service to interna- tional standards and make sure that our customers are satisfied with our product offerings and service standards. Sberbank simply has no option not to be a socially responsible business. The days of "wild capitalism" in Russia are long gone. If we want to stay in business, we need to offer easy-to-understand, transparent and convenient services, and these are the objectives we have been addressing. IMPROVING REMOTE SERVICE CHANNELS AND SELF-SERVICE UNITS Transferring our customers to remote service and self-service models is a key element of Sberbank's queue reduction programme. Remote service channels save our customers time and allow those with lim- ited mobility to access the Bank's services. Our main results in this area in 2011 include the following: A new section - Personal Finance - was added to Sberbank Online providing a convenient overview of customer income, expenses and assets; - The Bank introduced an Auto-Payment service allowing custom- ers to make automatic pre-scheduled payments to various service providers; ―The number of active users of Sberbank Online reached 2.4 million, while this figure for our Mobile Bank service totalled 5.3 million; Sberbank Business Online, our Internet-based solution providing access to a full range of corporate banking services, is used by over 260,000 small-, medium- and large-sized businesses; Some 71% of all retail transactions - payments, transfers, loan repayments and cash withdrawals - are made using remote ser- vice channels and self-service units; ―The Bank's cash machines and payment terminals allow custom- ers to make payments to over 15,000 service providers. NUMBER OF SELF-SERVICE UNITS (cash machines and terminals) in thousands 30 28.0 22.9 20 17.5 34.5 21.6 16.4 10.6 10 5.5 191 Λ corporate social responsibility 0 2008 Cash machines 170 YEARS. IT'S JUST THE BEGINNING WWW.SBERBANK.RU 2009 2010 2011 Information and payment terminals

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