Business responsibility report
Adding value to clients
Infosys enables clients in more than 50 countries to stay ahead of emerging business trends and outperform their competition. Our experience gives our clients a distinct advantage. In addition to transforming their business, we efficiently manage their operations. We deliver business value in global scalability, process efficiency and cost optimization for our clients
Our solutions and services rely more on intellectual assets than on physical ones. All our marketing communications including advertising, promotions and sponsorships comply with the relevant laws of the country that we operate in. In addition, our guidelines clearly state our brand strategy, architecture and every aspect of our distinct brand philosophy.
We have stringent processes and practices to ensure that data privacy is maintained. The global nature of our operations may require that personal data, originating from a region with stringent data privacy laws, may be processed in another part of the world with an emerging privacy regulatory regime. It is, therefore, imperative that, regardless of the location of data processing, adequate measures around personal data processing are deployed to not only strengthen our compliance to applicable data protection laws, but also to create stakeholder trust and confidence.
A dedicated data privacy group and a cross-functional Information Security Council, headed by the COO, U. B. Pravin Rao, ensure data privacy compliance in our client engagements and the highest level of sponsorship for it. As we cater to client organizations from diverse industries such as, banking, retail, telecom and healthcare, the scope of privacy and data protection for personal data of individual consumers is often limited to contractual requirements agreed upon with our clients, and subsequently deployed during project execution. Our clients translate applicable data protection laws into contractual requirements, wherever appropriate and Infosys implements necessary and sufficient measures to comply with these requirements. In fiscal 2016, three incidents relating to breach of customer data privacy were reported. All incidents have been addressed and closed.
Client engagement
We interact with our clients on a regular basis and across multiple platforms. We also host premier CXO-level events annually in Europe and the Americas, which are specifically designed for our BPO clients and for the banking clients of Finacle.
The forums that have been set up to engage and strengthen our partnerships with clients are as follows:
- Client satisfaction surveys
- Engagement level feedback
- Client visits and meetings
- Quarterly business reviews
- Sustainability portal on our website, www.infosys.com
- Conclaves and workshops
- Analyst meets
We have a robust approach to receive feedback from clients and understand their expectations. We also gather ‘feedforward’ that allows us to understand the client’s expectations and needs and helps us make the right investment decisions.
Our annual Client Value Survey (CVS) and Engagement level feedback help us take corrective actions, gain insights and understand our clients better. The CVS framework includes a structured questionnaire with a satisfaction rating on a seven-point scale, encompassing close to 30 parameters, with language versions in English, French, German, Japanese and Spanish.
Feedback is collected through a web survey hosted by an independent organization ensuring the confidentiality of the information shared.
The survey model focuses on:
- Expectation and fulfillment – the top three expectations of CXOs and senior-level respondents and their perception on fulfillment
- Client disposition – Gauging the overall experience of working with us
- Business and technology priorities along with expectations
- Service line feedback
- Comparison with best-of-breed firms – client-selected benchmarks
- Clustering clients into homogeneous groups to ensure a differential approach
Feedback from the survey informs various change initiatives in the organization.
The data gathered is analyzed statistically to classify clients into core, moderate and breakaway groups. The account teams are then facilitated to review their relationships with individual clients and to design interventions that create a positive and visible impact on our clients. Various members across levels engage with clients to seek their feedback and inputs on service delivery, product expectations and technology requirements.
Overall, the client experience has remained at similar levels as last year. There has been a notable improvement in experience among the CXOs when compared to the previous year.
Engagement level feedback (ELF)
ELF is a periodic survey, and is done multiple times during the course of a project. It covers 14 different parameters and includes areas such as, service delivery management, the quality of products or services delivered, and behavioral competencies of team members involved in the engagement.
Our delivery and quality teams collaborate to study and evaluate a set of parameters during an engagement with an aim to improve the quality of deliverables and obtain client satisfaction. ELF is also treated as the lead indicator in our annual CVS. Based on the account-level ELF, the client partner and the delivery anchor drive improvement programs for the account.
Section A: General information about the Company
1. |
Corporate Identity Number (CIN) of the Company |
L |
8 |
5 |
1 |
1 |
0 |
K |
A |
1 |
9 |
8 |
1 |
P |
L |
C |
0 |
1 |
3 |
1 |
1 |
5 |
|
2. |
Name of the Company |
Infosys Limited |
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3. |
Registered address |
Electronics City, Hosur Road, Bangalore 560 100, India |
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4. |
Website |
www.infosys.com |
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5. |
Email ID |
sustainability@infosys.com |
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6. |
Financial year reported |
April 1, 2015 to March 31, 2016 |
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7. |
Sector(s) that the Company is engaged in (industrial activity code-wise) |
Name and description of main products / services: Computer programming, consultancy and related activities NIC code of the product / service: 620 |
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8. |
List three key products / services that the Company manufactures / provides (as in Balance Sheet) |
Software services and products |
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9. |
Total number of locations where business activity is undertaken by the Company |
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i. Number of international locations |
Refer to Global presence, page 184 |
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(Provide details of major five) |
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ii. Number of national locations |
Refer to Global presence, page 184 |
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10. |
Markets served by the Company – Local / State / National / International |
Section B: Financial details of the Company (1)
1. |
Paid-up capital (₹) |
₹ 1,148 crore |
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2. |
Total turnover (₹) |
₹ 53,983 crore |
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3. |
Total profit after taxes (₹) |
₹ 15,786 crore |
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4. |
Total spending on Corporate Social Responsibility (CSR) as percentage of profit after tax (%) |
2% of average net profits of the Company made during the three immediately preceding financial years. Refer to the Board's report in our Annual Report, page 17, and Inclusive growth, page 174 |
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5. |
List of activities in which expenditure in 4 above has been incurred |
Refer to the Annexure 7 to Board’s report in our Annual Report, page 55 |
(1) As per the standalone Indian GAAP financials
Section C: Other details
1. |
Does the Company have any subsidiary company / companies? |
: |
Yes. Refer to Annexure 1 to the Board’s report, page 29 |
2. |
Do the subsidiary company / companies participate in the BR initiatives of the parent Company? If yes, then indicate the number of such subsidiary company(s). |
: |
Yes. Refer to Consolidated financial statements, page 125 |
3. |
Do any other entity / entities (e.g. suppliers, distributors, etc.) that the Company does business with participate in the BR initiatives of the Company? If yes, then indicate the percentage of such entity / entities (Less than 30%, 30%, 60%, More than 60%). |
: |
Yes. Less than 30%. Refer to Sustainable services and solutions, page 161, and Respecting human rights, page 170, in this report. |
Section D: BR information
1. Details of Director / Directors responsible for BR
a. Details of the Director responsible for implementation of the BR policy / policies
1. DIN Number |
: |
0 |
6 |
7 |
8 |
2 |
4 |
5 |
0 |
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2. Name |
: |
U. B. Pravin Rao |
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3. Designation |
: |
Chief Operating Officer |
b. Details of the BR Head
1. DIN Number (if applicable) |
: |
Not Applicable |
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2. Name |
: |
Aruna C. Newton |
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3. Designation |
: |
Associate Vice President |
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4. Telephone number |
: |
91 80 4961 4243 |
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5. E-mail ID |
: |
arunacnewton@infosys.com |
2. Principle-wise (as per NVGs) BR policy / policies (reply with Yes / No)
S.No. |
Questions |
P1 |
P2 |
P3 |
P4 |
P5 |
P6 |
P7 |
P8 |
P9 |
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1. |
Do you have a policy / policies for... |
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2. |
Has the policy been formulated in consultation with the relevant stakeholders? |
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3. |
Does the policy conform to any national / international standards? If yes, specify (50 words). |
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4. |
Has the policy been approved by the Board? If yes, has it been signed by the MD / owner / CEO / appropriate Board Director? |
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5. |
Does the Company have a specified committee of the Board / Director / Official to oversee the implementation of the policy? |
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6. |
Indicate the link for the policy to be viewed online. |
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7. |
Has the policy been formally communicated to all relevant internal and external stakeholders? |
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S.No. |
Questions |
P1 |
P2 |
P3 |
P4 |
P5 |
P6 |
P7 |
P8 |
P9 |
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8. |
Does the Company have an in-house structure to implement the policy / policies? |
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9. |
Does the Company have a grievance redressal mechanism related to the policy / policies to address stakeholders' grievances related to the policy / policies? |
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10. |
Has the Company carried out independent audit / evaluation of the working of this policy by an internal or external agency? |
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Principle-wise index:
P1 – Code of Conduct and Ethics, Whistleblower Policy
P2 – Responsible Supply Chain Policy, Supplier Code of Conduct, Information Security Policy
P3 – HR Policies, Human Rights Statement
P4 – CSR Policy, Sustainability Policy
P5 – Human Rights Statement
P6 – HSE Policy
P7 – Policy Advocacy Statement
P8 – CSR Policy, Sustainability Policy
P9 – Information Security Policy, Brand Guidelines, Data Privacy Policy, Quality Policy
2a. If answer to S. No. 1 against any principle is ‘No’, please explain why (tick up to two options) – Not applicable
S.No. |
Questions |
P1 |
P2 |
P3 |
P4 |
P5 |
P6 |
P7 |
P8 |
P9 |
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1. |
The Company has not understood the Principles. |
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2. |
The Company is not at a stage where it finds itself in a position to formulate and implement the policies on specified principles. |
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3. |
The Company does not have financial or manpower resources available for the task. |
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4. |
It is planned to be done within the next six months. |
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5. |
It is planned to be done within the next one year. |
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6. |
Any other reason (please specify). |
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3. Governance related to BR
Indicate the frequency with which the Board of Directors, Committee of the Board or CEO assesses the BR performance of the Company – Within 3 months, 3-6 months, Annually, More than 1 year. |
: |
Refer to the Corporate Governance report, page 74 |
Does the Company publish a BR or a Sustainability Report? What is the hyperlink for viewing this report? How frequently is it published? |
: |
Yes, Annual; |
Section E: Principle-wise performance
Principle No. |
Description |
Reported |
1.1 |
Does the policy relating to ethics, bribery and corruption cover only the Company? Yes / No. Does it extend to the Group / Joint Ventures / Suppliers / Contractors / NGOs / Others? |
Yes. Refer to Responsible business,
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1.2 |
How many stakeholder complaints have been received in the past financial year, and what percentage was satisfactorily resolved by the Management? If so, provide the details thereof, in about 50 words or so. |
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2.1 |
List up to three of your products or services whose design has incorporated social or environmental concerns, risks and / or opportunities. |
Refer to Sustainable services and solutions, page 161 |
2.2 |
For each such product, provide the following details in respect of resource use (energy, water, raw material, etc.) per unit of product (optional): Reduction during sourcing / production / distribution achieved since the previous year throughout the value chain Reduction during usage by consumers (energy, water) that has been achieved since the previous year |
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2.3 |
Does the Company have procedures in place for sustainable sourcing (including transportation)? If yes, what percentage of your inputs was sourced sustainably? Also, provide details thereof, in about 50 words or so. |
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2.4 |
Has the Company taken any steps to procure goods and services from local and small producers, including communities surrounding their place of work? If yes, what steps have been taken to improve their capacity and capability of local and small vendors? |
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2.5 |
Does the Company have a mechanism to recycle products and waste? If yes, what is the perc entage of recycling of products and waste (separately as <5%, 5-10%, >10%)? Also, provide details thereof, in about 50 words or so. |
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3.1 |
Please indicate the total number of employees. |
Refer to Enhancing employee value, page 163 |
3.2 |
Please indicate the total number of employees hired on a temporary / contractual / casual basis. |
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3.3 |
Please indicate the number of permanent women employees. |
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3.4 |
Please indicate the number of permanent employees with disabilities. |
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3.5 |
Do you have an employee association that is recognized by the Management? |
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3.6 |
What percentage of your permanent employees are members of this recognized employee association? |
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3.7 |
Please indicate the number of complaints relating to child labor, forced labor, involuntary labor and sexual harassment, in the last financial year, and those that are pending, as on the end of the financial year. |
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3.8 |
What percentage of your under-mentioned employees were given safety and skill up-gradation training in the last year? Permanent employees Permanent women employees Casual / temporary / contractual employees Employees with disabilities |
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4.1 |
Has the Company mapped its internal and external stakeholders? |
Refer to Stakeholder engagement, page 168, and Inclusive growth, page 174 |
4.2 |
Out of the above, has the Company identified the disadvantaged, vulnerable and marginalized stakeholders? |
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4.3 |
Are there any special initiatives undertaken by the Company to engage with the disadvantaged, vulnerable and marginalized stakeholders? If so, provide the details thereof, in about 50 words or so. |
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5.1 |
Does the policy of the Company on human rights cover only the Company or extend to the Group / Joint Ventures / Suppliers / Contractors / NGOs / Others? |
Refer to Respecting human rights,
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5.2 |
How many stakeholder complaints have been received in the past financial year, and what percentage was satisfactorily resolved by the Management? |
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6.1 |
Does the policy related to Principle 6 cover only the Company, or does it extend to the Group / Joint Ventures / Suppliers / Contractors / NGOs / Others? |
Refer to Being more environment conscious, page 171 |
6.2 |
Does the Company have strategies / initiatives to address global environmental issues such as, climate change, global warming, etc? Yes / No. If yes, please give the hyperlink for the web page, etc. |
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6.3 |
Does the Company identify and assess potential environmental risks? |
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6.4 |
Does the Company have any project related to the Clean Development Mechanism? If so, provide details thereof, in about 50 words or so. Also, if yes, has any environmental compliance report been filed? |
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6.5 |
Has the Company undertaken any other initiatives on clean technology, energy efficiency, renewable energy, etc.? Yes / No. If yes, please give the hyperlink for the web page, etc. |
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6.6 |
Are the emissions / waste generated by the Company within the permissible limits given by CPCB / SPCB for the financial year being reported? |
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6.7 |
Number of show cause / legal notices received from CPCB / SPCB which are pending (i.e., not resolved to satisfaction) as on the end of the financial year. |
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7.1 |
Is your Company a member of any trade and chamber or association? If yes, name only those major ones that your business deals with. |
Refer to Advocating change for a better tomorrow, page 173 |
7.2 |
Have you advocated / lobbied through the above associations for the advancement or improvement of public good? Yes / No. If yes, specify the broad areas (Governance and Administration, Economic Reforms, Inclusive Development Policies, Energy Security, Water, Food Security, Sustainable Business Principles, Others). |
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8.1 |
Does the Company have specified programs / initiatives / projects in pursuit of the policy related to Principle 8? If yes, provide the details thereof. |
Refer to Inclusive growth, page 174 |
8.2 |
Are the programs / projects undertaken through an in-house team / own foundation / external NGO / government structures / any other organization? |
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8.3 |
Have you done any impact assessment of your initiative? |
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8.4 |
What is your Company's direct contribution to community development projects – amount in ₹ and the details of the projects undertaken. |
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8.5 |
Have you taken steps to ensure that this community development initiative is successfully adopted by the community? Please explain in 50 words or so. |
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9.1 |
What percentage of client complaints / consumer cases are pending as on the end of the financial year? |
Refer to Adding value to clients,
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9.2 |
Does the Company display product information on the product label, over and above what is mandated as per local laws? Yes / No / NA / Remarks (additional information). |
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9.3 |
Is there any case filed by any stakeholder against the Company regarding unfair trade practices, irresponsible advertising, and / or anti-competitive behavior during the last five years and pending as on the end of the financial year? If so, provide the details thereof, in about 50 words or so. |
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9.4 |
Did your Company carry out any consumer survey / measure consumer satisfaction trends? |
For more details on our business and sustainable practices, visit our website, www.infosys.com/investors/reports-filings.