System monitoring employees' smiles - explanations of the President of PKO BP

The president of PKO BP explains: Counting smiles does not serve to assess employees, but charity and kindness

As the media wrote, a special sensor, set e.g..On the desk of the PKO BP employee, he reacts and counts the smiles of the adviser during a conversation with the client.According to the media, the employee is to be motivated to smile through the prize system, because the more it smile, the more satisfied the customer is.Participation in this program is voluntary.

We recommend: Employment of employees.New rules after adapting to the GDPR

Due to disturbing signals about the technologies used in PKO BP, the Ombudsman applied to the Chief Labor Inspector to examine the case.

The spokesman emphasized that the privacy of the individual is constitutionally protected inArticle.47.In turn,Art.51 of the Constitution refers to the processing of information about the unit.Privacy protection also results from art.8 European Human Rights Convention.Protection of the individual's privacy is associated with its dignity (Art.30 of the Constitution).Respect for dignity is also the basic principle of labor law.According toArt.111 of the Labor Code, the employer is obliged to respect the dignity and other personal rights of the employee.

In addition, the RPO reminded that biometric data was included in the category of data covered by special protection after the entry into force of the GDPR.Art.9 GDPR introduces a general ban on the processing of biometric data in order to clearly identify a natural person.The physical and physiological features specified in the GDPR may include M.in.fingerprints, the appearance of the retina or iris of the eye, face oval, the shape of the auricle, hand geometry, the arrangement of the blood vessels of the hands, voice and its color.In this situation, the data processed at the PKO BP bank should be considered as data covered by special protection.

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Explanations of the President of PKO BP

- The basic goal of the pilot implementation of the Ouantum CX solution in the bank is to encourage employees and clients of the bank branches to share a smile - wrote to the spokesperson President of PKO Bank Polski Zbigniew Jagiełło.He denied that it was about assessing employees and their monitoring, as the media present incorrectly.

Being convinced that the bank is a place where relations are important, we decided to establish cooperation with Poland Technology Ouantum CX in this project.This serves a positive impact on the atmosphere in the bank's branches and to spread kindness in local communities.Each smile is one penny from the PKO Bank Polski Foundation Fund for a local charity.

The solution is analogous to commonly conducted employee actions motivating for physical activity, where each step or kilometer is a donation for a charity.We were guided primarily by the impact on interpersonal relationships a smile.The smile helps to break the interpersonal barriers and positively affects health (oxygenates the body, stimulates blood circulation, strengthens heart resistance to stress).

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By deciding to pilot, we analyzed all legal aspects.Quantum CX sensors allow real time to determine emotions.They should not be placed on a par with the image cameras.They do not constitute a tool for monitoring and evaluation of employees, as the media show them incorrectly.

The calculated smiles are anonymous and do not affect the bonus system adopted in the bank.Individual results are only available for employees participating in the tests.Everyone participates in the project voluntarily.There is also no obligation to launch a solution every day.Superiors do not receive information when employees use the application.Each employee at any time, without giving a reason and without any consequences on the part of the bank, has the right to resign from participating in the project and delete all data on its activity measured by a sensor from the supplier platform.The bank guarantees participants anonymity in the event of resignation.For today, however, there was no such situation.

The technology in no way violates the provisions of the GDPR.Data collected through the Ouantum CX are the result of sensor analysis, the construction of which does not allow the recording of the image and sound, and thus to identify people.The sensors are not connected to the bank's systems, which is why it is not possible to merge any data.Only the final number of smiles in the form of a coded string of characters is sent to the server.

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The Ouantum CX solution is not used to collect any biometric data.According toArt.4 point 14 of the GDPR are "personal data that result from special technical processing, relate to the physical, physiological or behavioral features of a natural person, and enable or confirm the unambiguous identification of this person, such as the image of the face or dactyloscopic data".Information processed in connection with the use of this solution is not biometric data.

Today, after over 10 months of the project and over 312,000 interactions of our clients and employees with the Ouantum CX solution, we can say that technology can have a social dimension.All pages participating in the project win.By building a positive habit of smile among employees, in addition to improving the atmosphere in the ward, we have a positive impact on the physical and mental health of employees.

VII.501.166.2019