4. Review and outlook

Our approach is more focused on operational performance, given that the sector in which we operate is highly regulated. It applies as much to our in-house staff as to our external service providers and partners.

The approach covers process, managerial, product and service innovations. It is conceived as an integral part of the Business Entity's operating strategy.

Today, we can say that this approach has contributed to improving the social barometer, increasing customer satisfaction and also facilitating the achievement of managers' objectives. It's an approach that has been well integrated into the entity in just three years of life, and the unique employee participation rate is stable at around 44% internally, and rising externally (from 4% in 2012 to 8% in 2013).

Some specific figures for 2013: 3,330 ideas posted...