Stakeholder Engagement

 

ATB was built to help Alberta and Albertans. To fulfil this, we engage with our clients, team members, suppliers and community partners to understand how we might better uplift the financial, economic and social well-being of the communities we serve.

We use different channels to connect with each stakeholder group and different metrics to track our progress.

Stakeholder Engagement Channel Indicator
Our Shareholder (the Province of Alberta)
  • ATB provides regular updates to the Government of Albertaon how ATB creates value for Albertans.
  • ATB provides information to the Alberta Superintendent ofFinancial Institutions (ASFI) on an ongoing basis, consistentwith the requirements of ATB’s Mandate and Rolesdocument.
    		 Return on risk-weighted assets
    Our team members
    • ATB has developed its own proprietary index to measure cultural health.
    • Instead of one annual team member survey, we send quarterly pulse surveys that are shorter, more timely and more effective at gaining insights. Actionable results are disseminated to leaders.
    • ATB launched the Anytime Feedback mechanism for team members to provide spontaneous feedback—an idea or suggestion, question or concern on anything related to ATB. Team members have the option to continue the conversation or remain anonymous.
    • Our intranet, ATB Connect, promotes ongoing team member interaction and engagement.
    • Each week, ATB’s CEO spends at least 30 minutes with all team members in a segment called Fridays In 30, during which he shares insights and responds to questions.
    • During a monthly Wellness Wednesday livestream, our CEO speaks to guest experts who are brought in to discuss matters such as physical, mental, financial and spiritual wellness.
    • Team members are also able to contact any member of the Strategic Leadership Team directly, with relevant inquiries.
    • Each area of expertise (AOE) and strategic support unit (SSU) has regularly scheduled meetings or broadcasts where leaders share high-level updates and team members are encouraged to ask questions.
    • ATB has a whistleblower program that serves as amechanism for team members to anonymously reportissues that matter to them, such as those related to ethicsand the code of conduct. Submissions are received andreviewed by the Chair of ATB’s Board of Directors.
    		 Cultural Health Index (CHI)
    Our clients
    • Client-Obsessed Value (COV) supports ATB’s strategic goal to grow in a way that delights clients. COV ensures we are growing based on healthy client relationships by measuring the value generated from our clients, adjusted for how well we are meeting their needs (Client Obsession Index, or COI).
    • ATB Wealth introduced a set of service commitments to deliver more customer-centric and consistent experiences to every ATB Wealth client. The Six Commitments are based on client pain points, their evolving needs and industry changes, ensuring the client is put first.
    • Our Client Experience Operational (CX Op) metrics provide insights about specific ATB processes. They are informed by how our clients engage with our products and services, identifying actions a team can take to improve the client experience relating to that process. CX Op metrics are tracked in three categories: Personal Service, Product and Digital.
    • Service Evaluation studies are completed with new clients who are joining ATB and with clients who are leaving ATB. We use what we learn to improve our products, processes and services.
    • The My Two Cents Panel is an ATB-owned and -operated client panel our in-house researchers use to run studies with clients.
    • The Client Intelligence team collects client feedback, analyzes the data and then allows us to incorporate the insights into business decisions.
    • Calls to ATB Client Care are mined for insights that might be used to enhance client experience.
    • We have a formalized Client Feedback Policy that guides customers with concerns.
    • We use social media to directly engage clients.
    • We engage small- and medium-sized business owners through our Business AOE and our Entrepreneur Centres.
    • The Owl is a daily economic forecast produced by our economists.
    • Based on a deep understanding of the unique features of Alberta’s economy, ATB’s Alberta Economic Outlook presents a forecast for gross domestic product (GDP) and employment growth.
    • The Future Of podcast, hosted by ATB’s Chief Economist, connects with leaders, who share their unique insight to help listeners navigate into the future.
    • ATB leaders and experts participate in business and community events across the province.
    • Marketing campaigns invite Albertans to engage in conversations with ATB.
    • Quarterly, we engage with a representative sample of Albertans who do not use ATB, to assess their willingness to bank with ATB and their perceptions of ATB as a company.

    Client-Obsessed Value, Client Obsession Index and Six Commitments Score
    Our suppliers
    • As a Crown corporation (government business enterprise), ATB is subject to the Canadian Free Trade Agreement and the New West Partnership Trade Agreement.
    • The ATB Supplier Resources web page provides information for suppliers interested in partnering with ATB.
    • The Alberta Purchasing Connection (APC) is the Province of Alberta’s online portal for managing public purchasing opportunities. Suppliers can sign up for notifications from APC for access to notifications and opportunities.
    		Money spent on goods and services from suppliers
    Our community partners
    • ATB’s Social Impact team engages with our community partners on an ongoing basis.
    • ATB’s Community Initiatives team manages our corporate sponsorships across the province.
    • We have an online application portal for donation and sponsorship requests on atb.com.
    • We use socialimpact@atb.com to address inquiries regarding applications for funding.
    		 Community Impact scorecard