UCO Bank

BUSINESS RESPONSIBILITY REPORT

SECTION A: GENERAL INFORMATION ABOUT THE COMPANY

1 Corporate Identity Number (CIN) of the Company Not applicoable
2 Name of the Company UCO BANK
3 Registered address 10, B.T.M. Sarani, Kolkata - 700 001
4 Website www.ucobank.com
5 E-mail id hosgr.calcutta@ucobank.co.in
6 Financial Year reported 2017-18
7 Sector(s) that the Company is engaged in (industrial activity code-wise) UCO Bank is established under Banking Companies (Acquisition & Transfer of Undertakings) Act, 1970. UCO Bank with a network of more than 3104 branches spread across the country, participate actively in the growth of all segments of the economy - Agriculture, Industry, Trade & Commerce, Service Sector, Infrastructure Sector etc., with a mission to achieve sustained growth of business and profitability, fulfilling socio-economic obligations, excellence in customer service making use of state-of-the-art technology and skilled human resources.
8 List three key products/services that the Company manufactures/provides UCO Bank is engaged in providing wide range of banking and financial services including Retail Banking, Corporate Banking Treasury Operations.
9 Total number of locations where business activity is undertaken by the Company
  1. Number of International Locations
  2. Number of National Locations
As on 31.03.2018, UCO Bank has a net-work of 3104 branches spread across India and four overseas branches situated at Hong Kong and Singapore centres.
10 Markets served by the Company - Local/State/National/International UCO Bank has clients in National and International locations.

SECTION B : FINANCIAL DETAILS OF THE COMPANY AS ON 31.03.2018

1. Paid up Capital Rs. 2308 crores
2 Total Turnover (INR) : Rs.305838.81 crore
3 Total Loss after taxes (INR) : 4436.36 crore
4 Total Spending on Corporate Social Responsibility (CSR) Rs.10.41 crore
5 List of activities in which expenditure in 4 above has been incurred : Bank took up several activities under Corporate Social Responsibility. Few of the activities are listed under Principle 8.

SECTION C : OTHER DETAILS

1. Does the Company have any Subsidiary Company/Companies? NO
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): Not Applicable
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%) : NO

SECTION D : BR INFORMATION

1. Details of Director/Directors responsible for BR

  1. Details of the Director/Directors responsible for implementation of the BR Policy/Policies.
    • Name : Shri Charan Singh
    • Designation : Executive Director

  2. Details of the BR head
    Sl.No. Particulars Details
    1 DIN (if applicable) Not Applicable
    2 Name Shri Anil Kumar
    3 Designation General Manager
    4 Telephone number 033 44558060
    5 E-mail id hopdev.calcutta@ucobank.co.in

2. Principle-wise BR Policy/policies

Sr.No. Questions Principles of National Voluntary Guidelines (NVG)
1 2 3 4 5 6 7 8 9
1 Do you have a policy/policies for the said principle? Yes
2 Has the policy being formulated in consultation with the relevant stakeholders? Yes
3 Does the policy conform to any national /international standards? The Business Responsibility Policies of the Bank are generally formulated duly considering the guidelines issued by Government of India, Reserve Bank of India from time to time.
4 Has the policy being approved by the Board? Yes
5 Does the company have a specified committee of the Board/ Director/Official to oversee the implementation of the policy? Yes
6 Indicate the link for the policy to be viewed online? https://www.ucobank.com/about-us
7 Has the policy been formally communicated to all relevant internal and external stakeholders? Yes. The policies relating to the Business Responsibility principles are uploaded on the Bank's website. Stakeholders are kept informed about these policies at the meetings with the relevant internal and external stakeholders groups.
8 Does the company have in-house structure to implement the policy/policies Yes
9 Does the Company have a grievance redressal mechanism related to the policy/policies to address stakeholders' grievances related to the policy/policies? Yes.
10 Has the company carried out independent audit/evaluation of the working of this policy by an internal or external agency? The activities taken up by the Bank under the principles of Business Responsibility are reported to the Board/Top Management for its review/evaluation.

3. Governance related to BR

Indicate the frequency with which the Board of Directors, Committee of the Board or CEO to assess the BR performance of the Company. Within 3-6 months, Annually, More than 1 year

Annually

Does the Company publish a BR or a Sustainability Report? What is the hyperlink for viewing this report? How frequently it is published?

Bank publishes BR report annually. The hyperlink for viewing the report is http://www.ucobank.com/about us

SECTION E : PRINCIPLE-WISE PERFORMANCE

Principle 1 : Businesses should conduct and govern themselves with Ethics, Transparency and Accountability

The Bank's business policies are woven around the core values of transparency and professionalism. Details of Corporate Governance standards are specified in the 'Report on Corporate Governance' section of annual report.

Bank has laid down Code of Conduct for its Directors on the Board and its Core Management that envisages adherence to the highest standards of honest and ethical conduct, including proper and ethical procedures in dealing with actual or apparent conflicts of interest between personal and professional relationships. Board of the Bank framed UCO Bank Officer Employees' (Conduct) Regulations, 1976 which envisages conduct of the officer employees of the Bank.

Besides the above, the Bank follows primarily the CVC guidelines as contained in the Vigilance Manual issued by the Central Vigilance Commission (Link: http://cvc.nic.in/man04.pdf) in relation to ethics, bribery and corruption.

Bank has put in place a Customer Grievance Redressal Policy,approved by the Board, with an aim to minimise instances of customer complaints and grievances through proper service, delivery and review mechanism and to ensure prompt redressal of customer complaints and grievances. The Policy is made available on Bank's website.

Customer Service Committee of the Board has been constituted for review of policies in regard to improving customer service and also to examine issues having a bearing on the quality of customer service rendered by the bank.

Further to strengthen the internal Grievance Redressal mechanism of the Bank, Internal Banking Ombudsman (IO) has been appointed by the Bank to examine all the complaints which were rejected or partially accepted by the highest level of Bank's internal redressal machinery.

Response to principle-wise performance :

1. Does the policy relating to ethics, bribery and corruption cover only the company? Does it extend to the Group/Joint Ventures/Suppliers/Contractors/NGOs/Others?

The policies relating to ethics, bribery and corruption covers the Bank and its employees. Bank does not have subsidiaries or joint ventures.

2. How many stakeholder complaints have been received in the past financial year and what percentage was satisfactorily resolved by the management?

During the financial year (2016-17), 21737 customer complaints were received, out of which 21270 (97.80%) were satisfactorily resolved.

Principle 2:Businesses should provide goods and services that are safe and contribute to sustainability throughout their life cycle

Bank has variety of financial products and services for different sectors of the economy whether it is corporate or MSME sector, exports, agriculture, infrastructure or the personal segment. Bank continuously brings in innovation in its products and services for meeting the changing needs of the society and customer preferences by making best use of technology.

In order to encourage trade finance to MSMEs, Bank has tied up with RXIL (Receivables Exchange of India Limited), a joint venture promoted by Small Industries Development Bank of India (SIDBI) and National Stock Exchange of India Limited (NSE) which has been set up to operate a TReDS Platform for factoring of the invoices of the MSME's in compliance with TReDS guidelines issued by RBI. TReDS will facilitate by creating an electronic platform whereby MSME bills from corporate and other buyers including Government Departments and Public Sector Undertakings (PSUs) can be accepted electronically and auctioned, to ensure prompt realisation of receivables at competitive rates.

To popularise digital banking, RuPay EMV chip based pre-paid card "suvidha (e) Pre paid" has been introduced. This card can be reloadable and card holder can spend upto the loaded amount at ATM, POS (point of sale) & e-commerce. To promote digitalisation, Bhim Aadhaar Pay facility has been introduced to facilitate customers to make purchase transaction using his/her Aadhaar Number and biometric (Finger print/IRIS) upon the device of the merchant. Bank has also tied up with Foodpanda, Fern n petals, Coolwinks etc. by providing extra discount to the Bank's customer on using UCO Bank Debit card and Net Banking.

As a part of technological initiatives in customer service, Bank launched UCOPAY+ mobile application with Instant Online Account Opening features and UCO Secure app to disable/enable digital banking services anytime, anywhere 24x7.

Response to principle-wise performance:
1. List up to 3 of your products or services whose design has incorporated social or environmental concerns, risks and /or opportunities :

Products & Services of the Bank do not pose any risk to the society at large. Rather they would be helpful to the society in providing employment opportunities and economic development of the country. Few loan products are designed to address environmental concerns which include finance to renewable energy (green energy) companies involved in the activities of Wind Mills, Solar Energy etc.

2. For each such product, provide the following details in respect of resource use (energy, water, raw material etc.) put unit of product (optional) :

i. Reduction during sourcing/ production/ distribution achieved since the previous year throughout the value chain? Not Applicable

ii. Reduction during usage by consumers (energy, water) has been achieved since the previous year? Not Applicable

3. Does the company have procedures in place for sustainable sourcing (including transportation)?
Not Applicable

4. Has the company taken any steps to procure goods and services from local & small producers, including communities surrounding their place of work?
Not Applicable

5. Does the company have a mechanism to recycle products and waste? If year, that is the percentage of recycling of products and waste (separately as <5%, 5-10%, >10%). Also, provide details thereof, in about 50 words or so.

Bank is not a manufacturing unit and the waste generated in its offices is managed by following the procedures for disposal of wastes.

Principle 3: Businesses should promote the well-being of all employees

One of the Vision of UCO Bank is to become a place of pride for its employee. With this vision Bank function and gives utmost importance to its staff members and their wellbeing.

Principal of equality:

During recruitment in Bank's service merit and competency is the core criteria for selection. All candidates are judged according to merit. In promotion process equal opportunities is being given to all applicants irrespective of caste, creed, gender, race, religion and disability, if any, as per GOI guidelines and laid down policy of the Bank.

Employee Strength:

As on 31st March, 2018, the total count of employees is 23,943 out of which 5731 are women employees and 498 are persons with disability. It is needless to mention that Bank does not engage child labour or any form of involuntary labour paid or unpaid. We adhere to the Government guidelines issued from time to time.There is liberty to all employees to be a member of any union or not. However, most of the employees are member of some union.

Employee Benefits and Work Life Balance :

To enact the vision of the bank for its employee, bank runs several employee welfare schemes. It includes provident fund, gratuity, pension, medical benefits, concessionary interest rate advance, higher interest rate on deposits, holiday homes etc., are few to site. In this ordeal it includes both the welfare schemes of employee as well as their family members namely UCO Diamond jubilee Scholarship scheme and Prize Scheme. Besides this bank has a policy for option provided to lady officer for change of posting to their choice zones either to join their spouse in case of married officer or for joining their parents in case of unmarried officer. These welfare measures specially canteen subsidy, education, medical & hospitalization etc. supplemented by monthly health bulletin contribute in maintaining work life balance. Besides this Bank along with its staff members celebrate Independence Day, Republic Day, Bank's foundation Day together.

Working Environment:

Though Bank provides safe, hygienic, humane dignified work place environment to all its employee but specially for lady officers bank has established Sexual Harassment Redressal Committee as well as grievance redressal system for all who have made complain regarding these matters. These measures enable employees to feel safe and secure in discharging their responsibilities at Bank.

Skill and competence upgradation :

Training is a tool to equip the human resources with adequate job knowledge and skill besides shaping their behaviour and attitude. Training need is being assessed and accordingly all the employees are imparted with training at both external Institute and Bank's training centres. Bank has one Central Staff College situated at Kolkata Salt Lake and 7 Regional Training Centres at Chandigarh, Bhopal, Durgapur, Jaipur, Chennai, Bhubaneswar and Ahmedabad. Besides this, to meet emerging demands or region specific training, locational training is also carried out. This enables the employees to keep their knowledge updated as well as sharpen the skills. Total 17521 numbers of employees have been trained in Financial Year 2017-18.

Principle 4: Businesses should respect the interests of, and be responsive towards all stakeholders, especially those who are disadvantaged, vulnerable and marginalised

Bank builds strong relationship with internal as well as external stakeholders by continuously engaging with them for making informed decisions in enhancing innovation in services offered. Bank at its various levels frequently engages with its stake holders viz Investors and Shareholders, Customers and Clients, Employees, Government and Regulators, Communities and NGOs. To achieve excellence in customer service, Bank has taken up measures like appointment of Relationship Managers, establishment of 24 x 7 Call centre to address any queries of the customers, conducting training programmes to employees and educating customers about various special features associated with the products of the Bank. Bank has developed portals to communicate with the employees and to enrich their knowledge.

Response to principle-wise performance:

1. Has the company mapped its internal and external stakeholders? Yes.

2. Out of the above, has the company identified the disadvantaged, vulnerable & marginalised stakeholders? Yes

3. Are there any special initiatives taken by the company to engage with the disadvantaged, vulnerable and marginalised stakeholders. If so, provide details thereof, in about 50 words or so.

Several initiatives aiming at economic prosperity of the weaker sections of society viz small and marginal farmers, artisans, scheduled castes and scheduled tribes, distressed farmers indebted to non-institutional lenders, persons with disabilities, minorities etc., are taken through extending fair and equitable portion of credit to these stakeholders within the overall target of Priority Sector.

Principle 5 : Businesses should respect and promote human rights

Bank respects human rights and acts without discrimination duly respecting the dignity of every individual. Bank adopted Fair Practice Code which covers the aspects like good & fair banking practices, transparency in services and products. The recruitment policy of Bank does not allow recruitment/engagement of Child labour, forced labour. Besides this, Bank has Internal Complaints Committee for Redressal of complaints on Sexual Harassment at Head Office level. Bank does not discriminate either staff or customer on the basis of caste, creed, gender or religion and strictly follows the Govt. Guidelines in this matter.

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?

Not Applicable. Bank does not have any subsidiaries.

2. How many stakeholder complaints have been received in the past financial year and what percent was satisfactorily resolved by the management?

Nil.

Principle 6: Businesses should respect ,protect and make efforts to restore the environment

UCO Bank, with due consideration and consciousness towards protecting the environment, is striving for the use of reducing the waste in all fronts.

All depositors are encouraged to do paperless transactions by using electronic channels such as ATM, E-banking, RTGS/NEFT etc. which greatly reduce the use of paper thereby conserving the nature and greenery. The customers are provided with estatement and efforts are being made for maximising the use of e-correspondence with all stakeholders thus minimising the use of paper.

While financing those projects which require environmental clearances, bank insists compliance, by borrowers, of all related stipulations in order to protect the environment. Further, the projects that show concern for environment in the form of sustainable development, use of renewable natural resources, waste minimisation and pollution prevention are encouraged.

Bank also involves in the preservation of environment internally by using eco-friendly refrigerant gas in air conditioners, green generators, CFL lights in several of its offices to avoid carbon emissions and radiation. Bank is also exploring the use of solar energy for branches where power failures take place very frequently. Recycled MDF/Particle Boards made of discarded wooden particles are used for the use of bank's furniture at some locations. In all the new ventures of Bank, rain water harvesting is being undertaken to preserve the ground water level.

Response to principle-wise performance:

  1. Does the policy related to Principle 6 cover only the company or extends to the Group/Joint Ventures/Suppliers/Contractors/NGOs/ Others.
    Not Applicable. Bank does not have any subsidiaries.
  2. Does the company have strategies/initiatives to address global environmental issues such as climate change, global warming, etc?
    As explained above under Principle 6.
  3. Does the company identify and assess potential environmental risks?
    As explained above under Principle 6.
  4. Does the company have any project related to Clean Development Mechanism ?
    None.
  5. Has the company undertaken any other initiatives on - clean technology, energy efficiency, renewable energy, etc.
    Not Applicable.
  6. Are the Emissions/Waste generated by the company within the permissible limits given by CPCB/SPCB for the financial year being reported ?
    Not Applicable.
  7. Number of show cause/legal notices received from Central pollution control Board/State Pollution Control Board which are pending (i.e. not resolved to satisfaction) as on end of Financial Year.
    Not Applicable.

Principle 7: Businesses, when engaged in influencing public and regulatory policy, should do so in a responsible manner

Bank designs its products and services within the frame work of the regulatory policy and with the objective to bring in economic development of the country. The Board of the Bank has laid out a Publicity Policy for implementation of the Publicity & PR related activities. It contains the guidelines for popularising the Bank's Products, Services and Initiatives etc among masses across the Nation.

Response to principle-wise performance:

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 :

Bank is a member of Indian Banks' Association.

2. Have you advocated / lobbied through above associations for the advancement or improvement of public good?

Bank closely works with these associations and gives vital inputs for the policy makers in evolving economic and financial strategies.

Principle 8 :Businesses should support inclusive growth and equitable development

Bank contributed largely to the objective of bringing the excluded masses under the umbrella of structured banking system with an aim to inculcate saving habit among the people who are so far excluded from the economic mainstream and to cater to the credit needs of people below the poverty line. Bank has so far opened more than 66.39 lakh accounts under the Government of India's mission mode financial inclusion project "Pradhan Mantri Jan Dhan Yojna" and mobilized Rs.1698.70 Crore in these accounts.

Bank took part in the initiative of Government of India in providing social security to the people of the country through successful implementation of insurance and pension schemes like Pradhan Mantri Jeevan Jyoti Bima Yojna (PMJJBY), Pradhan Mantri Suraksha Bima Yojna (PMSBY), Atal Pension Yojna (APY). Under PMJJBY scheme, around 6.72 lakh subscribers are insured whereas under PMSBY scheme more than 12.5 lakh lives are insured. Total subscribers under Atal Pension yojna crossed 1,17,152 during the year.

Bank took part in the Pradhan Mantri Awas Yojana launched by Government of India to extend central assistance for economically weaker section and low income group for acquiring affordable houses. Bank has signed memorandum of understanding with National Housing Bank for implementation of this scheme. Assistance of Rs.1500 lakh is being extended to the eligible borrowers and concession in interest rate @6.5% per annum is being provided upfront to reduce EMI and principal loan amount. The Bank assisted to 305 beneficiaries to the tune of Rs.1500 lakh upto March, 2018.

Corporate Social Responsibility

Bank has taken several programmes/initiatives as a part of Corporate Social Responsibility. Few of these programmes/ initiatives are as under:

  1. Twenty Seven Rural Self Employment Training Institutes with dedicated infrastructure are set up by the Bank in seven states namely Himachal Pradesh, Odisha, Assam, Bihar, Punjab, west Bengal and Rajasthan to impart training and skill upgradation for rural youth. These institutes are set up by the Bank as a part of initiative taken up by the Ministry of Rural Development to establish dedicated training Institutions for development of entrepreneurship skills in rural youth. All these 7 RSETIs imparted training to 17900 candidates. Out of this 7067 beneficiaries are provided credit support for their business activities.
  2. Bank under UCO Utthan scheme has adopted 31 villages falling under 26 UCO Branches in 19 Zones of the Bank for upliftment of BPL families with financial & social intervention.
  3. Under the initiative of Reserve Bank of India, bank has set up 10 CFLs (Centres for Financial Literacy) in 10 Blocks, 5 each in Bhadrak and Dhenkanal district of Odisha. The Bank and NABARD bear the cost of operationalization of these CFLs in 40:60 ratio.
  4. Bank has 34 Financial Literacy Centres across the country and has recruited 28 Financial Literacy Counsellors for conducting Financial Literacy Camps. During Financial Year 2017-18, the Financial Literacy Counsellors have conducted 4755 Financial Literacy Camps thereby spreading Financial Awareness to 259706 participants.
  5. In order to support the call of the Govt. Of India for "Education for all & No child should be deprived of education because of hunger". Bank has extended financial support for providing free of cost Mid-day Meal to under privileged children in 2 numbers of Govt. Schools in Jaipur, Rajasthan & a customised vehicle to deliver cooked food to the schools for providing Mid-Day Meals. An amount of Rs.10.36 lack has been spent during the year 2017-18 under this activity. (Akshaypatra Foundation)
  6. In collaboration with Hockey Club Kurukshetra, Haryana & the sports being one of the mediums for National & International peace & harmony, Our Bank has undertaken the responsibility of grooming, nurturing & nourishing the Women's Hockey Team in Haryana by contributing financial support for accommodation, training, nutrition, travelling, seminars, organising friendly matches, camps, expert visits, hockey sticks playing kits & shoes. The sole aim of being churn out talents available in rural Haryana who can compete at international arena by providing them the Best Athletic education & latest coaching skills by the National & International coaches.
  7. On the eve of Our Bank's Platinum Jubilee Celebrations, Bank has donated 10 nos of wheel chairs, 100 nos of Blankets to slum dwellers & destitute at Bagh Bazar, Kolkata. Bank donated two Aquaguards to Kolkata Girls'Academy School at 6/1A, Swinhoi Street, Ballygaunge, Kolkata.

Response to principle-wise performance:

  1. Does the company have specified programmes/initiatives/ projects in pursuit of the policy related to Principle 8? If yes, details thereof.
    As explained above.
  2. Are the programmes/projects undertaken through in-house team/own foundation/external NGO/government structures/any other organization?
    As explained above.
  3. Have you done any impact assessment of your initiative?
    As explained above.
  4. What is your company's direct contribution to community development projects - Amount in INR and the details of the projects undertaken?
    As explained above.
  5. Have you taken steps to ensure that this community development initiative is successfully adopted by the community?
    As explained above.

Principle 9: Businesses should engage with and provide value to their customers in a responsible manner

Achieving customer delight by understanding their pulse has been the prime objective of the bank. In achieving the same, bank has intently listened to what customers feel about our products, services and our channels.

At the field, the customer facing branch staffs provide the feedback regarding the customer's responses and opinions regarding our services/products/channels. Customers also provide us feedback on our Bank's website. We compile these feedback and act on the suggestions for improvement immediately. Apart from these, the customers write to the Bank, which also provides a good source of learning their pulse. Our umpteen customer interactions through our call centres serve as rich source of learning regarding customer satisfaction. The bank also conducts regular customer meets.

The bank has a dedicated customer service cell to be available to customers, when they are in need. The bank has a robust grievance redressal mechanism for customers. To facilitate timely and efficient disposal of customer complaints, the bank has a complaint management portal which has dedicated team of people who are expediting complaint resolution through their dedicated efforts.

Response to principle-wise performance :

  1. What percentage of customer complaints/consumer cases are pending as on the end of financial year.

    Only 467 i.e.2.12% of customer complaints are pending for FY 2017-18.

  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).

    Not Applicable

  3. Is there any case filed by any stakeholder against the company regarding unfair trade practices, irresponsible advertising and/ or anti-competitive behaviour during the last five years and pending as on end of financial year. If so, provide details thereof, in about 50 words or so.

    Not Applicable

  4. Did your company carry out any consumer survey/consumer satisfaction trends?

    Bank obtains feedback on continuous basis about customer's satisfaction through online customer feedback page and by direct interaction. .

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Latest at UCO :
UCO Bank has launched UCO Skill Loan Scheme for providing loan facility to individuals who intend to take up skill development courses. | No need to issue cheques by investors while subscribing to IPO. Just write the bank account number and sign in the application form to authorise your bank to make payment in case of allotment. No worries for refund as the money remains in investor's account. | KYC is one time exercise while dealing in securities markets - once KYC is done through a SEBI registered intermediary (broker, DP, Mutual Fund etc.), you need not undergo the same process again when you approach another intermediary. | Prevent Unauthorized Transactions in your demat account -- Update your Mobile Number with your Depository Participant. Receive alerts on your Registered Mobile for all debit and other important transactions in your demat account directly from NSDL on the same day (issued in the interest of investors). | Service charges on Bills, Remittances, Deposit, Lockers including GST @18% w.e.f 01.08.2017 | We do not advertise our Bank's name/logo on any website posing as customer service points,Bank's customer service point, APNA customer service point, Bankmitra etc. Public is hereby cautioned against any such fraudulent advertisement & is advised to stay away from such fraudulent entities. | Release of Provisional List of Selected Candidates in CRP(PO)-VI 2nd List, by IBPS Mumbai for FY 2017-18 | Release of Provisional List of Selected candidates in CRP(PO)-VII, by IBPS Mumbai for the FY 2018-19 | Release of Provisional Select List of candidates selected in CRP-VII by IBPS, Mumbai for FY 2018-19 | Release of Provisional Select List of candidates selected in CRP-VI 2nd List by IBPS, Mumbai for 2017-18 |
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